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Accessibility and inclusion

Banks make (digital) banking as user-friendly as possible for all customers, including vulnerable groups.

Digital payment services and payment solutions must be as accessible as possible so that vulnerable groups can continue to use these services. Dutch banks have the accessibility of their (digital) services well organized and are continuously working on improvements. This is important for all customers and in particular for focus groups such as the blind and visually impaired, seniors, people with a migration background, people with low literacy skills, or people with disabilities. They too must be able to conduct their banking affairs without any problems. We want to prevent them from being financially excluded.

A more inclusive society

For many years, the Dutch Payments Association has played a coordinating and connecting role in the implementation of the European Accessibility Act. A milestone was the implementation date of June 28, 2025. After implementation, mutual consultation between members and consultation with the supervisory authorities continued.

In a Commitment issued on January 30, 2023 (in Dutch), banks guarantee that non-digital customers can continue to use non-digital basic banking services. Since then, they have also been working hard to improve and simplify their products and services. The banks are continuing to collaborate with one another and with other organizations to ensure that their support measures reach all customers. This is being done through the Accessible Banking program, which includes numerous initiatives by the participating banks, the NVB, and the Dutch Payments Association, in collaboration with consumer advocacy groups.

What are the banks doing?

Banks are increasingly reaching out to and helping people in vulnerable positions. This ranges from specially trained advisors, video banking, and telephone assistance to courses on mobile banking. Every day, banks consider how they can help their customers to continue to carry out their daily banking transactions independently.

In addition, banks work closely with local initiatives from various agencies and organizations. These include libraries, key figures for specific focus groups, social organizations, and shops. They receive information about the assistance offered by banks and, if necessary, can refer customers to the right contact persons at their bank. This support is focused on the basic services provided by banks to help customers on a structural basis. Bank customers receive proactive information about all the options available to them, particularly in the event of a branch closure, for example.