Consumer Duty and Digital Accessibility Insight Report
Download this free insight report to learn how digital accessibility can help financial services organisations support Consumer Duty outcomes.
The report shares practical recommendations from accessibility and financial sector experts, including HSBC, PwC, AbilityNet and the Financial Conduct Authority (FCA).
What you’ll find in the report
- Practical insights from AbilityNet, HSBC, PwC and the Financial Conduct Authority (FCA)
- How digital accessibility supports Consumer Duty outcomes for customers
- Actions financial services organisations can take to reduce accessibility barriers, improve customer journeys and support Consumer Duty outcomes
- Ways to support customers in vulnerable circumstances through clearer, more inclusive digital journeys
- Key takeaways from the AbilityNet webinar 'Consumer Duty and Digital Accessibility: what you need to know'
Why digital accessibility matters for Consumer Duty
Consumer Duty expects financial services firms to focus on good customer outcomes. Digital accessibility helps make sure websites, apps, documents and online journeys are easier for more people to use, including disabled people and customers in vulnerable circumstances.
This report can help accessibility, compliance, customer experience and digital teams identify practical steps to make services clearer, more inclusive and easier to evidence.
Why financial services organisations trust AbilityNet
- Nearly 30 years’ experience in digital accessibility and inclusion
- Certified consultants, including people with lived experience of disability
- Independent advice from a UK charity, not tied to tools or automation
- Experience supporting regulated and high-risk organisations in the financial sector
- Practical guidance that helps teams improve accessibility, reduce risk and support better customer outcomes
Get your free report
Fields marked with an asterisk (*) are required. If the form does not display, email enquiries@abilitynet.org.uk and we will send the report in an accessible format.
What clients say
AbilityNet is our preferred partner - nothing is ever too intimidating or too much. I can't say how much I've learnt.
- Mimouna Mahdaoui, Stepstone Group
We've had some fantastic consultants join us for different projects from AbilityNet. What's most impressive is how quickly they get up to speed. As consultants they assess each project and its requirements, provide excellent guidance and support to the team, and deliver fantastic outputs which are detailed and actionable.
- Brian Grellmann, Aviva
Consumer Duty and digital accessibility FAQs
What is the link between Consumer Duty and digital accessibility?
Consumer Duty focuses on good customer outcomes. Digital accessibility helps financial services organisations make websites, apps, documents and digital journeys easier for more people to use, including disabled people and customers in vulnerable circumstances.
Who should download this Consumer Duty insight report?
The report is useful for accessibility, compliance, customer experience, digital, product and vulnerable customer teams working in financial services or other regulated sectors.
Does Consumer Duty apply to digital customer journeys?
Yes. Digital journeys are often a key part of how customers understand products, make decisions and get support. Accessible digital journeys can help organisations provide clearer information and better support for more customers.
How can AbilityNet help financial services organisations?
AbilityNet can help organisations identify accessibility barriers, improve digital journeys, train teams and build a more mature approach to digital accessibility.
Can I get the report in an accessible format?
Yes. If the form does not display or you need the report in another accessible format, email enquiries@abilitynet.org.uk and AbilityNet will send it to you.
Need help embedding accessibility?
Would a short, exploratory conversation help you understand your digital accessibility priorities across customer journeys, websites, apps or documents?
Speak to our accessibility consultants about where you are now, what risks to prioritise and what typically helps next.
Speak to our accessibility consultants