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Voice of the customer report: Finance and cost of living

Insights into the lives of blind and partially sighted people in the UK and the issues that matter most to them. Key insights cover blind and partially sighted people’s experience of finance services and the impact of the cost of living crisis.

Key findings

  • The shift towards digital financial services and cashless transactions has been accelerated by the pandemic. Whilst this is convenient and empowering for many blind and partially sighted people, some are being left behind. Those struggling with the changing landscape often lack knowledge and confidence in using technology and the benefits it can bring. In addition, financial services and businesses don’t understand the issues faced by people with sight loss, and how to support them.
  • Blind and partially sighted people are more likely to live in a low income household, face additional costs due to their sight loss and appear to be hit harder by the recent increases in the cost of living than the wider population. Whilst nearly half of blind and partially sighted people are comfortable financially, nearly a third can only cover the essentials, and more than one in 10 are struggling.
  • Too many blind and partially sighted people are unable to manage their finances independently, or contribute to household income equitably. This is yet another aspect of life which builds up to affect a person’s sense of identity and confidence, and which impact negatively on wellbeing and sense of belonging.