Nationwide says the issue is not just about fairness
Nationwide has issued a warning after implementing a comprehensive change across all 605 of its branches. The move is designed to address a significant obstacle facing certain customers.
The building society has launched detailed accessibility guides for every single branch – a step it believes should act as a warning to companies still neglecting to offer even fundamental information for people with disabilities. Created alongside accessibility experts AccessAble and accessible through Nationwide’s branch finder, the guides outline precisely what customers can anticipate before visiting – from step-free entry and hearing loops to lowered counters and the provision of British Sign Language interpreters.
Over 500 guides are currently available, with all 605 expected to be finished by the end of May. The initiative arrives as research exposes a harsh reality: absent accessibility information ranks among the most significant barriers disabled people encounter when determining whether they can even access a building.
Nationwide maintains the matter extends beyond fairness to represent a serious economic concern. Disabled households command an impressive £446billion in annual spending power – referred to as the “Purple Pound” – yet numerous businesses continue to effectively exclude these customers.
Data released by the Research Institute for Disabled Consumers reveals 82% of disabled people identify missing accessibility information as the primary barrier to evaluating venues, while 79% find it difficult to assess accessibility beforehand. Meanwhile, high streets continue to decline, with an average of 37 shops closing every day last year – making it even more vital for remaining businesses to draw in every potential customer. Nationwide notably described the Purple Pound as a “significant opportunity” for companies prepared to take action.
There is also an evident commercial benefit: figures from disability charity Euan’s Guide reveal 70% of disabled visitors return to venues that deliver proper accessibility, while two-thirds recommend them to others. The branch transformation accompanies Nationwide’s commitment to maintain all 605 branches open until at least 2030 – a striking position when many competitors continue closing high street premises.
Stephen Noakes, Nationwide’s retail director, said the responsibility shouldn’t rest with banks alone. He said: “The Committee is right to scrutinise how the financial services industry promotes and supports financial inclusion, but other sectors have a role to play too.
“At Nationwide, we are continuously working to create accessible and inclusive experiences, so everyone has the ability to do their banking with ease and in the way that they choose. While there is no single solution to accessibility, ensuring people can easily find out whether they can enter your premises is about as straightforward as it gets. Start with sharing the facts.”
This development follows pressure from the Treasury Select Committee and coincides with the Government’s drive towards financial inclusion, yet Nationwide is calling for action that stretches well beyond the banking sector. Dr Gregory Burke, founder of AccessAble, argued that transparent accessibility information should be regarded as a fundamental consumer right, noting that Nationwide’s initiative represents a “significant step forward”.
Meanwhile, Antonia Lee-Bapty, chief executive of Euan’s Guide, cautioned that inadequate information continues to pose a considerable obstacle not only for customers, but for disabled workers as well.
