Fintech growth depends on accessible digital services

Annie Mannion | 17 Sep 2026

Person holding up phone to payment scannerInnovate Finance's new report, FinTech as a Force for Good, highlights the important role financial technology plays in driving economic growth, innovation and financial inclusion across the UK.

The accompanying call for government action reflects growing recognition that fintech has become a vital part of the UK's digital and economic infrastructure.  

The report points to the rapid growth of Open Banking, the emergence of trusted AI in financial services and the opportunity to expand access to financial products and services through technology.  

These are exciting developments. But if fintech is to deliver on its promise, accessibility and digital inclusion must be part of the conversation. 

Innovation only succeeds when everyone can use it 

Many of the technologies highlighted in the report are designed to make financial services easier, faster and more personalised. 

Yet for millions of disabled people, older people and those with low digital confidence, barriers remain. Identity verification processes, mobile apps, AI-powered customer journeys and online support channels can all create unnecessary friction when accessibility is overlooked. 

As financial services become increasingly digital, there is a risk that innovation could unintentionally widen existing inequalities rather than reduce them. 

Digital inclusion is therefore not separate from fintech growth. It is one of the foundations that makes growth sustainable. 

Accessibility is becoming business critical 

Alongside regulatory expectations such as Consumer Duty and accessibility legislation, financial institutions are increasingly recognising that accessible services help them reach more customers, improve customer experience and build greater trust. 

This aligns closely with AbilityNet's own work across the financial sector and the organisations seeing the greatest success are embedding accessibility into their product design, customer journeys, AI governance and digital transformation programmes from the start. 

Building a financial system that works for everyone 

Small team of younger office workers looking at documents in informal settingSo the UK's fintech sector has an opportunity to lead globally, not only in innovation but in inclusion.  Technology can be a powerful force for good. But its impact will always be limited if disabled people, older people and those at risk of digital exclusion, are left behind. 

AbilityNet works with banks, insurers, fintechs and regulators to create digital services that are accessible, inclusive and usable for all customers.
"AbilityNet assesses each project and its requirements, provides excellent guidance and support to the team, and delivers fantastic outputs which are detailed and actionable" - Brian Grellmann, Aviva
Find out how AbilityNet can help your organisation build accessible and inclusive financial services. 
Visit our Financial Services Hub

"The financial sector has a huge opportunity to use technology to improve people's lives. But new digital services can only drive inclusion if they are designed to be accessible from day one. As firms invest in AI, digital identity and new customer experiences, accessibility must sit alongside innovation as a core measure of success. The organisations leading the way are recognising that accessible design benefits everyone and helps build trust, resilience and long-term customer value." 

- Robin Christopherson, Head of Digital Inclusion, AbilityNet

Cover image of Vulnerable Customers Insight report showing older couple using laptopDownload free Vulnerable Customers report
Want to learn more about supporting vulnerable customers? Download our popular free Vulnerable Customers Insight Report for practical insights into creating more inclusive services. 

Further resources for Financial Services Teams