Nationwide has sounded the alarm after rolling out a sweeping change across all 605 of its branches aimed at tackling a huge barrier some customers face.
The building society has introduced detailed accessibility guides for every single branch – a move it says should serve as a wake-up call to firms still failing to provide even basic information for those with disabilities. Produced with accessibility specialists AccessAble and linked via Nationwide’s branch finder, the guides spell out exactly what customers can expect before they visit – from step-free access and hearing loops to lowered counters and the availability of British Sign Language interpreters.
More than 500 guides are already live, with all 605 set to be completed by the end of May. The push comes as research reveals a stark truth: missing accessibility details are among the biggest obstacles disabled people face when deciding whether they can even enter a building.
Nationwide says the issue is not just about fairness, but cold, hard economics. Disabled households wield a staggering £446billion in spending power every year. – known as the “Purple Pound” – yet many businesses are still effectively locking these customers out.
Figures shared by the Research Institute for Disabled Consumers show 82% of disabled people cite missing accessibility information as the biggest barrier to assessing venues, while 79% struggle to judge accessibility in advance.
At the same time, high streets are continuing to hollow out, with an average of 37 shops shutting every day last year – making it even more critical for surviving businesses to attract every possible customer. Nationwide pointedly said the Purple Pound represents a “significant opportunity” for firms willing to act.
There is also a clear commercial upside: data from disability charity Euan’s Guide shows 70% of disabled visitors return to venues that get accessibility right, while two-thirds recommend them to others. The branch overhaul sits alongside Nationwide’s pledge to keep all 605 sites open until at least 2030 – a bold stance at a time when many rivals continue to shut high street locations.
Stephen Noakes, Nationwide’s retail director, said the responsibility should not fall on banks alone. He said: “The Committee is right to scrutinise how the financial services industry promotes and supports financial inclusion, but other sectors have a role to play too.
“At Nationwide, we are continuously working to create accessible and inclusive experiences, so everyone has the ability to do their banking with ease and in the way that they choose. While there is no single solution to accessibility, ensuring people can easily find out whether they can enter your premises is about as straightforward as it gets. Start with sharing the facts.”
The intervention follows scrutiny from the Treasury Select Committee and comes amid the Government’s push on financial inclusion, but Nationwide is urging action far beyond banking.
Dr Gregory Burke, founder of AccessAble, said clear accessibility details should be treated as a basic consumer right, adding that Nationwide’s move marks a “significant step forward”.
And Antonia Lee-Bapty, chief executive of Euan’s Guide, warned that poor information remains a major barrier not just for customers, but for disabled employees too.
