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Banks offer more support to customers struggling with digital services

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ABN AMRO, ING, Rabobank and de Volksbank will provide additional support to customers who struggle with digital services. Digitalisation has brought many benefits to society, but some people find it difficult, including older people, those with low literacy skills, people with disabilities and people from migrant backgrounds. Among other things, they need personal contact, human assistance and non-digital ways to manage their banking affairs, according to research by De Nederlandsche Bank (DNB).

Illustration of five diverse people, including hearing aids and white canes, as a symbol for inclusive accessibility.

“Financial services must be accessible to everyone. This is crucial to the inclusive society we are all working towards ,” says Medy van der Laan, chair of the Dutch Banking Association (NVB). “Almost everything can be arranged through an app or online. This has made banking easier to access for many people, for example through text-to-speech or the use of a fingerprint or facial recognition. Yet we also see that some people in society are unable to keep pace,” Van der Laan adds.

Commitment

The banks believe that there will continue to be people who are unable to bank digitally in the future. They want to make it very clear that banks will remain available to these customers. The banks guarantee that non-digital customers will be able to continue using non-digital basic banking services for as long as necessary. They are making commitments to this effect today in their Commitment by banks to more accessible payments. A pilot with libraries will soon be expanded to at least ten locations where bank customers can ask questions.

Long-term programme

The banks will work together and with other organisations to ensure that their support measures reach all customers. A long-term programme with numerous activities by the NVB and the Dutch Payments Association will be developed together with consumer interest groups. Other banks can join. Gijs Boudewijn, managing director of the Dutch Payments Association, says: “Accessible payments are a priority that we will continue to work hard on together with our members, the NVB and interest groups. Together, we will keep a close eye on the needs of the target groups and the impact of the measures.”

The banks will also create a joint ‘accessibility route’ that will make it easier for customers to find the right support. Information cards will show what help is available and how customers can contact their bank. Existing digital banking services will be improved so they become accessible to even more people. Banks have long supported people in vulnerable positions, including through local service points, courses and information sessions, financial care coaches and a telephone helpline for older people. The banks want to draw greater attention to these initiatives in ways suited to each specific target group. They also welcome the offer from interest groups to communicate about this through their own channels.

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