Banking - your rights and the complaints process
What to do if you're unhappy with the level of service you're receiving from your bank? The Equality Act 2010 is a law that aims to ensure that everyone has an equal opportunity to use services. Find out about your rights.
Your rights when banking
The Equality Act 2010 is a law that aims to ensure that everyone has an equal opportunity to use services. This means that service providers must make reasonable adjustments to their services to ensure that everyone is able to access them.
- A service provider is not allowed to pass on the cost of making a reasonable adjustment to the customer. This means that you should never be asked to pay extra for the adjustments you require.
- An example of a reasonable adjustment to the service your bank provides would be providing bank statements in your preferred format, such as braille.
- These reasonable adjustments should already have been considered by the service provider and can often be made easily and quickly, sometimes it’s just a matter of asking for them.
Learn more about accessible banking
There are lots of accessible solutions to choose from, such as telephone, and online banking, using ATMs and in-branch banking. We’ve put together this factsheet to show some of the many ways of making banking accessible to you. Find out more in our factsheet:
Accessible Banking Factsheet (Word)
What to do if you're unhappy with the service from your bank
If you're unhappy with the level of service you're receiving from your bank, even after you've asked for the adjustments that you need, then you should follow their complaints process. Find out more about the Equality Act 2010 and challenging discrimination.
