Question to the HM Treasury:

To ask the Chancellor of the Exchequer, what steps her Department is taking to help ensure that Financial Conduct Authority (FCA) guidance on the treatment of vulnerable customers leads to changes in how payment terminals are (a) designed and (b) deployed; and whether she will take steps with the FCA to introduce binding requirements in this area.

The government is committed to ensuring high standards of financial inclusion across the financial services sector, including accessibility for blind and partially sighted customers.

The Equality Act 2010 provides legal protection from discrimination for disabled people in a range of circumstances, including in the provision of goods, facilities and services and requires retailers to make reasonable adjustments. The Financial Conduct Authority also requires authorised financial services firms to comply with their ‘Consumer Duty’, which requires them to deliver good outcomes for retail customers, including those with disabilities.

Ensuring individuals have access to the financial products and services they need is a key priority for the government. This is why I published the Financial Inclusion Strategy last year which sets out a range of ambitious measures for government and industry to improve financial inclusion for underserved groups across the UK. This includes the launch of an industry-led inclusive design working group to consider how to make products more accessible.

As part of the focus on inclusive design, the strategy specifically acknowledges that the phasing out of tactile features from payment processes has made it more difficult for people who are blind or partially sighted to make payments independently.

The Royal National Institute of Blind People is working with providers and UK Finance, the leading trade association for the banking sector, to introduce accessible features for cards. UK Finance is developing a Code of Practice for Accessible Cards, providing a set of guidelines for accessibility features on card products for participating firms. The government welcomes this positive example of industry and consumer representatives working together on tangible solutions.

UK Finance also maintains voluntary standards to help ensure point-of-sale technology remains accessible for those who are visually impaired. It will be working with the British Retail Consortium to identify opportunities to go further in embedding accessibility features where they can make the most difference in practice.

The government continues to closely monitor progress in this important area.