Missing out on customers
The UK banking industry is missing out on at least 100,000 potential new ATM customers by not providing accessible cash machines.
Despite the UK having the first ever ATM in the world, it only has 69 "talking" ATMs which are accessible to blind and partially sighted people - compared to more than 100,000 in the US.
In America one in four cash machines "talk" compared with about one in a thousand in the UK - and India, Australia and Canada are way ahead of the UK.
Research says yes!
In a recent Royal National Institute of Blind People (RNIB) survey, researchers asked 500 blind and partially sighted people if they would use cash machines, regardless of whether they currently used them or not - 45 per cent said yes. (1)
There are almost two million people living with sight loss in the UK of which nearly 400,000 are registered blind or partially sighted.
RNIB's campaign Make Money Talk, launched today (8 September, 2011), calls for a step change in the banking industry. RNIB believes it is only fair and reasonable that banks in the UK provide ATMs with audio facilities for their blind and partially sighted customers, across their ATM networks and especially at sites where everyone else has the luxury of 24/7 access.
Inaccessible cash
Currently if a blind or partially sighted person wants to access their own money they need to ask a friend or relative for help; go into their branch during working hours; or rely on the help of a passer-by which could breach that person's privacy and put them in a potentially dangerous situation.
Mark Ellis, 46, of Colchester, Essex, is registered blind and currently has to ask a relative or his local shopkeeper for help using ATMs.
He said: "At the moment I can't use ATMs independently. Basically because I'm blind I'm being discriminated against. ATMs can be used for so much these days such as mobile phone top ups but I'm being excluded because I can't see. In a way my human rights are being taking away and it's so infuriating. I want to live independently but I'm being prevented from doing so.
"I either have to go into my local branch, which is not always open or convenient, or my local shop has an ATM machine and the owner helps me by putting my card in and telling me what's on the screen. But I want to be able to do it myself. I would definitely use ATMs more if I could use them safely myself."
One in five
More than one in five bank branches have closed over the last ten years. By banks failing to provide blind and partially sighted people access to cash machines, it is forcing them to travel even further than everyone else. (2)
Hugh Huddy, RNIB Campaigns Officer for Inclusive Society, said: "For years now RNIB has been hearing about blind and partially sighted people's frustrations at not being able to access their own money. While sighted people can enjoy the ease and convenience of taking cash out of Britain's 64,000 ATMs anytime of day or night, most blind and partially sighted people have to make special trips to the bank, or get cash back in large amounts to make sure they have enough money. This situation is unacceptable when audio facilities can be easily enabled on many cash machines."
Simple steps
RNIB is calling on the public to support the campaign by following these simple steps:
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If you're blind or partially sighted send in a personal complaint to your bank: they have to respond
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Tell them why this small change will make a big difference to you and others with sight loss
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Even if you do not have a sight condition but you support the campaign, write to your bank
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Pick up a complaints form in your branch or use your bank's online or email complaints process.
If you have any questions or need contact details for your bank call RNIB campaigns hotline on 020 7391 2123 or email campaigns@rnib.org.uk. Alternatively for more information visit RNIB's website at www.rnib.org.uk
Reading unlocks virtually everything we do in life. Not being able to read means you lose the ability to read for necessity such as taking money out at an ATM. To find out more about how RNIB is helping people to find their lives again call 0845 345 0054 or visit www.rnib.org.uk
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Notes to Editors:
For more information contact Emma Mercer, RNIB Senior Media Relations Officer, on 020 7391 2085 or email emma.mercer@rnib.org.uk
Download the full 'Make money talk' report.
The Equality Act 2010 requires service providers to make reasonable adjustments to avoid putting disabled customers at a substantial disadvantage.
Background information:
Northern Bank was the first bank in the UK to introduce a talking ATM back in 2005. The bank invited people with sight loss to its test room in Belfast to listen to the audio and advise on the correct synthetic voice, speed and content. Northern Bank has 57 of its 200 ATMs with audio and the number sets to increase further (July 2011).
Currently less than one per cent of cash machines in the UK have a head-phone ports and software enabling blind and partially sighted people to hear what's happening on screen and access their cash unaided. We think this needs to change.
How to Talking ATMs work:
Ear phone ports and software can be installed onto ATMs to make them functional for blind and partially sighted people. And they're easy to use! All you need to do is plug in your own ear phones and listen to the options being read out, enabling you to listen privately to the details of the transaction while allowing you to stay in contact with what's going on around you. You just press the appropriate option on the key pad when the choices you want come up. For instance, you might press 'one' to select cash withdrawal and 'two' to select balance enquiry.
(1) There are 370,000 registered blind or partially sighted people in the UK. RNIB's latest survey has estimated that ten per cent of those do not have bank accounts and 11 per cent are using ATMs independently. Of the remainder, the survey shows 45 per cent said they would use ATMs if they were accessible i.e. "talked". This is estimated to amount to at least 114,000 people.
(2) Source: 'European Banking Sector - Facts and Figures, 2010', European Banking Federation