Financial industry failing the deaf says campign

Deaf customers are not receiving equal access to services and the increased reliance on technology such as telephone banking means they have an even tougher time, Action on Hearing Loss argued.

Campaigners said that half of those with hearing problems surveyed are unhappy with the communication methods they have with their bank or building society.

The charity found from its 6,000 members that three-quarters visit their branch in person, although less than half would prefer to communicate in this way.

One-third of respondents had experienced difficulties relating to hearing loss or deafness when communicating with their bank or building society.

Roger Wicks, a director of the charity, said: “Some banks are failing people, which can leave them frustrated and isolated, and can lead to them feeling financially excluded.

“We strongly believe that people with a hearing loss should have equal access to their banking services.”

The study argued that staff do not always understand the “text relay” system for phone communication, which allows customers to type a message which is relayed through an operator.

Action on Hearing Loss, formerly known as the RNID, surveyed 152 bank and building society branches and found that in more than half (52 per cent) there was no induction loop or the loop was not available, switched on or working.

The charity said one anonymous customer had told them about the problems in branch, saying: “(They) try to speak with me through a glass screen. They have counter loop sign but staff don’t know what it is or how it works. There is no deaf awareness.”

AA spokesman for the British Bankers’ Association (BBA) said the body would like to speak to the charity directly to discuss its concerns.

He said: “The UK’s banks have invested heavily in recent years to ensure all potential customers have full access to their services.

“On occasions when this fails, it is important to understand why and we would be keen to better understand this group’s concerns.”