Progress made by UK financial services sector in offering better accessibility support to deaf customers, report finds
A new report from the Lending Standards Board (LSB) shows the progress made by UK banks and lenders over the last 12 months in offering better accessibility support to deaf customers, one year from the launch of the LSB’s 2023 Access for d/Deaf Customers in Banking & Credit research.
In the UK, one in five adults are deaf, have hearing loss, or tinnitus. Hearing loss affects more than 40% of people over 50 years old and 70% of people over 70. The LSB’s 2023 research and accompanying report highlighted the challenges deaf people face when accessing financial services.
The LSB’s latest report coincides with UK Deaf Awareness Week (6-12 May), and includes research, carried out in conjunction with SigningBanks.UK, a new website, launched today, designed to enhance the experience of deaf people when engaging with banks and lenders. The report reveals that, among the LSB’s registered firms, progress has been made in almost all of the seven key deaf accessibility services highlighted last year. Particular improvements have been seen in:
- The availability of remote-access British Sign Language (BSL), which is now offered by 73% of surveyed registered firms, up from 55% in 2023
- Access to lip speaker services increasing from being available at 36% of surveyed registered firms to 45%
- The availability of note takers, rising from being offered at just 9% of surveyed registered firms in 2023 to 45% in 2024
- Enhancements to firms’ digital services, with online BSL translation available through 18% of surveyed registered firms in 2024, up from 9% in 2023.
Emma Lovell, Chief Executive of the Lending Standards Board said: “With around 12 million people in the UK experiencing hearing loss, it’s encouraging to see progress being made across the financial services sector to break down the barriers that many deaf people face when dealing with their banks and lenders. Our report put the experiences of deaf people front-and-centre, and it’s inspiring to see their lived experience make a difference in the sector.
“While it’s positive that new services are being introduced, there is still further to go and some accessibility services remain far from universal. Even when new services are introduced, it’s crucial that financial services firms’ team members are aware of these services and are equipped to support customers to use them. We hope to see the positive momentum from the last 12 months continue, with firms actively raising industry standards and contributing to an inclusive financial services sector for the deaf community.”
The progress highlighted in the LSB’s report can also be seen in the wider sector, with additional data from SigningBanks.UK showing improvements made by firms in the last six months alone. BSL availability – both in-person and digitally – has improved, with 70% of SigningBanks’ partners now offering BSL interpreters by request (up from 60% in December 2023). Further progress is also underway, with 93% of SigningBanks’ partners planning to offer digital BSL through telephony in the next few months.
ENDS
Notes to Editors
Data
| Surveyed LSB Registered Firms | Apr-23 | Apr-24 |
| Text relay | 91% | 91% |
| Induction loop | 80% | 90% |
| BSL branch | 70% | 80% |
| BSL remote | 55% | 73% |
| Lip speaker | 36% | 45% |
| Note taker | 9% | 45% |
| BSL Web | 9% | 18% |
| Surveyed SigningBanks.UK Supporters | Dec-23 | Apr-24 | Including Projects in Development |
| Text relay (into telephony) | 93% | 93% | 100% |
| Hearing loops (in branch) | 90% | 90% | 90% |
| Face-to-face BSL interpreters by request | 60% | 70% | 70% |
| Instant digital BSL (VRI) for branch | 60% | 70% | 90% |
| Live chat/web chat to a human | 60% | 69% | 69% |
| Instant digital BSL (VRS) into telephony. E.g. SignVideo | 47% | 67% | 93% |
| Chat bot support | 36% | 46% | 46% |
| LipSpeaker service offered (on demand, like an interpreter) | 36% | 36% | 43% |
| Other interpreters, on-demand (e.g. deafblind) | 36% | 50% | 58% |
| LipSpeaker calls accepted into telephony | 33% | 50% | 57% |
| Video banking / video calls (e.g. for lip readers) | 27% | 43% | 50% |
| Note takers | 17% | 42% | 42% |
| BSL for web content e.g. Signly | 7% | 14% | 29% |
About the Lending Standards Board (LSB):
The Lending Standards Board is a financial services regulator which ensures firms signed up to its pioneering Standards are delivering on their commitment to fair customer outcomes. The LSB is responsible for several Standards and industry codes, including the UK’s Standards of Lending Practice for business customers, the Standards of Lending Practice for personal customers, and the Contingent Reimbursement Model Code for Authorised Push Payment fraud.
The personal Standards currently cover over 90% of personal lending in the UK, while the business Standards cover almost £120bn of lending to UK SMEs. The effectiveness of the LSB’s regulatory framework is widely recognised, and the Standards of Lending Practice for business customers are the only protections of their kind for SMEs and are one of only four FCA-recognised industry codes.
The LSB’s agile approach to regulation means it can act quickly to address and prevent emerging areas of consumer harm. By promoting consumer protection and good customer outcomes, the LSB plays a crucial role in maintaining trust and confidence in the financial services industry.
You can find more information about the LSB at www.lendingstandardsboard.org.uk
