Question to the HM Treasury:

To ask the Chancellor of the Exchequer, if he will have discussions with the retail banking sector on improving customer service standards and reducing social and banking exclusion for customers with learning disabilities and special educational needs.

The Government is committed to improving access to financial services, especially for those with a characteristic of vulnerability, and regularly engages with the retail banking sector on this important agenda.

As part of this, the Government recognises that access to a transactional bank account is key to enabling people to manage their money on a day-to-day basis effectively, securely and confidently. That is why the nine largest personal current account providers in the UK are legally required to offer basic bank accounts to customers who do not have a bank account or who are not eligible for a bank's standard current account. Basic bank accounts must be fee-free and do not have an overdraft facility or cheque book, but otherwise offer the same services as a standard personal current account.

UK banks’ and building societies’ treatment of their customers is governed by the Financial Conduct Authority (FCA) in its Principles for Businesses. This includes a general requirement for firms to provide a prompt, efficient and fair service to all of their customers.

The FCA’s Vulnerability Guidance outlines the expectations for firms on the fair treatment of vulnerable customers, such as those with learning disabilities and special educational needs, setting out a number of best practices. The FCA expects that firms treat these customers fairly and support them to continue to interact with financial services in a way that best works for them.

In addition, like all service providers, banks and building societies are bound under the Equality Act 2010 to make reasonable adjustments, where necessary, in the way they deliver their services.