The financial services industry has tended to use overly complex language. Yet 18% of adults in the UK, or 8.5 million people, have ‘very poor literacy skills’. (Figures taken from The Literacy Trust (opens in a new window)) That’s more than 1 in 6 of us.
We’re working hard to make all our member communications easier to understand. And we know that inclusive design also helps. So, we also consider factors such as font size and colour contrast in our communications. It improves the experience for all members, not just those with different or additional needs.
For members with disabilities, there are some practical things we do to help. For example, for blind and partially sighted members, we can provide some of our letters in Braille, audio or large print. And we’re starting to bring in the ‘dot and notch’ features on all our credit and debit cards as well as our savings account cashcards. ‘Dot and notch’ are tactile features that make it easier for our blind and partially sighted members to use their cards.
For people with hearing difficulties, we can sometimes arrange a sign-language interpreter. We also support those members for whom English is an additional language. Many of our branches offer advice and information in languages other than English.