Disability law. Information for personal customers about their rights

Transcription

1 Disability law Information for personal customers about their rights

2 How can this leaflet help me? Your bank is committed to meeting the needs of all its customers. UK banks adhere to rules under the Equality Act 2010* and these rules affect the way banks (and other organisations) serve their disabled customers. This leaflet tells you what you can expect from your bank. Am I covered by the Act? You are covered by the Equality Act if you have or have had a physical or mental impairment which has a substantial, adverse and long-term effect on your ability to carry out normal day-to-day activities. The Act covers a wide range of disabilities such as mobility, hearing, visual and learning impairments. Your bank will be happy to discuss your requirements with you. What does the Act make illegal? The Act makes it illegal for a bank to discriminate by: Refusing to serve a disabled customer. For example, it would be illegal for bank staff to refuse to serve a customer with a facial disfigurement because they believed it would offend other customers. Offering a disabled customer a lower standard or worse manner of service. A bank would be treating a disabled customer less favourably if the customer was asked to wait on one side because the cashier thought it could take longer to serve them. Offering a disabled customer less favourable terms. For example, a bank could not charge more for a Braille or audio statement than it charges for a statement in standard format. What does the law say banks must do? The law says banks must make reasonable adjustments so disabled customers can access bank services. In practice this means banks should: Change policies, procedures or practices when disabled people experience a substantial disadvantage in their use of a service. For example, waiving a no dogs rule for disabled

3 customers accompanied by guide dogs or reviewing branch queuing systems to consider adjustments for people who have difficulty standing. Provide a service by a reasonable alternative method where physical barriers pose a substantial disadvantage to disabled people s use of a service. Provide assistance which would enable disabled people to make use of a service. For example providing statements and other correspondence in Braille or audio formats if required; or engaging a lipspeaker if this would help the customer. What kind of assistance can banks give blind people or those with a visual impairment? Bank staff can arrange for bank statements, correspondence and other documents that customers need in order to understand their relationship with their bank to be made available in large or clear print, Braille or audio formats. Some banks may offer debit and savings cards specifically designed for blind and partially sighted customers. Banks can also provide templates to assist customers with writing cheques and paying-in slips. Branch staff will be happy to explain product details to customers. What kind of assistance can banks give deaf people or those with a hearing impairment? Banks can install an audio induction loop at the counter and perhaps at customer service desks. Banks can make it possible to communicate via fax machine, Typetalk or textphone; and they can arrange a facility for taking and exchanging written notes. A qualified sign language interpreter or lipspeaker can be engaged if a customer needs to have a complex financial discussion (for example involving a pension, mortgage or investment product). This is normally arranged by appointment and depends on the availability of the interpreter or lipspeaker.

4 What kind of assistance can banks provide to help customers with a learning disability access their services? Banks can provide documents in large, clear print and plain language. Some banks use talking ATMs which provide audible instructions so that people who cannot read an ATM screen can independently use the machine. Bank staff will be happy to explain product details to customers. Customers should refer to individual banks for further information on available assistance. Will customers be charged for any adjustment the bank makes for them because the law says the change must be made? No. The law makes it clear that banks can t pass on to disabled customers the cost of reasonable adjustments made because of the requirements of the Act. For example, if banks provide larger size cheque books or Braille statements and cards for disabled customers, they will not be able to charge or pass on this additional cost in higher charges. What can I do if I think my bank has discriminated against me? It makes sense to talk to your bank first about what has happened. If you are still dissatisfied once you have spoken to them, you can complain through their internal complaints system. If you cannot agree with your bank contact the Financial Ombudsman Service, who will look into your case. You can only bring civil proceedings against a bank in the county court if you believe they have unlawfully discriminated against you. * The Equality Act 2010 does not apply to Northern Ireland. For more information on the NI Disability Discrimination Act (DDA) visit:

5 Useful Contacts Information about disability under the Equality Act is available on the UK Government Office website: You can find information about discrimination on the Equality and Human Rights Commission (EHRC) website: If you need expert information, advice and support on discrimination and human rights issues and the applicable law, especially if you need more help than advice agencies and other local organisations can provide, please contact the Equality Advisory and Support Service (EASS): Phone: Textphone: Another useful source for England, Northern Ireland, Scotland and Wales is Citizens Advice guidance available online:

6 BBA Enterprises, August 2015 British Bankers Association Pinners Hall Old Broad Street London EC2N 1EX AE264