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Barriers to financial inclusion: Factors affecting the independent use of banking services for blind and partially sighted people

Evidence and Service Impact Royal National Institute of Blind People (RNIB) Author: Angela Edwards,

March 2011

"This research was supported by The Royal Bank of Scotland Group"

Logo – RNIB supporting blind and partially sighted people Registered charity number 226227 2

Acknowledgements

RNIB would like to thank those who were pivotal in enabling this study to take place, especially the 551 blind and partially sighted people who gave us their time and provided information on their personal financial circumstances and The Royal Bank of Scotland Group for funding the research without any conditions. The responsiveness of the telemarketing team headed by Sharon Cobley and Julie Smith as well as David Brown working in Information and Knowledge Systems is greatly appreciated. In addition, thanks must be given to colleagues in RNIB Campaigns, Fundraising and Innovation and Development teams for working so collaboratively.

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Contents

1. Executive Summary...... 5 1.1 Introduction to study...... 5 1.2 Methodology...... 5 1.2.1 Aims...... 5 1.2.2 Sampling frame...... 5 1.2.4 Questionnaire...... 5 1.2.5 Fieldwork...... 6 1.2.6 Analysis...... 6 1.2.7 Limitations...... 6 1.3 Results...... 6 1.3.1 Banking and building societies used...... 6 1.3.2 The main reasons for choosing a bank...... 7 1.3.3 The provision of accessible formats...... 7 1.3.4 Telephone banking...... 7 1.3.5 Internet banking...... 8 1.3.6 Cash Machines...... 8 1.3.7 Preferred banking service...... 9 1.3.8 Obtaining cash...... 9 1.3.9 Identifying notes and coins...... 9 1.3.10 Improvements to services...... 9 1.4 Conclusion and recommendations...... 11 1.4.1 Perceived autonomy...... 11 1.4.2 Access to Information...... 11 1.4.3 Preferred ways of banking...... 11 1.4.4 Telephone and Internet banking...... 12 1.4.5 Cash Machines...... 12 1.4.6 Personal Security...... 13 1.4.7 Further research...... 13 2. Introduction...... 14 2.1 Background to the study...... 14 2.2 Methodology...... 14 2.2.1 Aims...... 14 2.3 Sampling frame...... 14 2.4 Questionnaire...... 15 2.5 Fieldwork...... 15 2.6 Analysis...... 16

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2.7 Limitations...... 16 3. Sample profile and similarities with the 2004 survey...... 16 3.1 Age...... 16 3.2 Registration status...... 16 3.3 Length of time with sight loss...... 17 3.4 Accessing printed materials...... 17 3.5 Income...... 17 3.6 Preferred format...... 18 3.7 Perception of financial autonomy...... 19 4. Use of banks and building societies...... 21 4.1 Banking and building societies used...... 21 4.2 Reasons for choosing a main bank...... 21 4.3 The provision of accessible formats...... 23 5. Types of banking services used...... 25 5.1 Primary and second accounts...... 25 5.2 Telephone banking...... 25 5.3 Internet banking...... 27 5.4 Cash Machines...... 29 5.5 Assistance with cash machines...... 31 5.6 Preferred banking service...... 32 6. Obtaining cash...... 34 6.1 Frequency of obtaining cash...... 34 6.2 Average amount obtained...... 34 6.3 Identifying notes and coins...... 34 7. Contactless payment...... 35 8. Improvements to services...... 36 9. Conclusion and recommendations...... 40 9.1 Perceived autonomy...... 40 9.2 Access to Information...... 40 9.3 Preferred ways of banking...... 41 9.4 Telephone and Internet banking...... 41 9.5 Cash Machines...... 42 9.6 Personal Security...... 43 9.7 Further research...... 43 10. References...... 44

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1. Executive Summary 1.1 Introduction to study This report presents data collected through interviews with 500 blind and partially sighted people on their experiences of using everyday banking services. The research was carried out by RNIB and funded by The Royal Bank of Scotland Group (RBS).

1.2 Methodology 1.2.1 Aims The aim of the survey was to investigate the areas in which blind and partially sighted people face barriers to the independent use of the financial services provided by their banks and building societies. Wherever possible and relevant the results were compared with the results of the 2004 survey which also investigated barriers faced by blind and partially sighted people in relation to using bank services.

1.2.2 Sampling frame The sample was drawn from RNIB's Customer Information System (CIS) which includes the details of over 531,000 contacts who had used RNIB's core services and of whom over 274,000 are recorded as being blind or partially sighted. There are around 2 million people who are living in the UK with a level of sight that significantly impacts on their everyday lives (Access Economics, 2009). As such, RNIB's CIS includes a considerable proportion of this group of people.

The results of this survey are representative of the blind and partially sighted people to whom RNIB currently provide services i.e. over 274,000 people. As with the use of organisational lists there are limitations as to how far the findings can be applied outside that organisation's customer group (Gold and others, 2010).

1.2.4 Questionnaire The questionnaire used in the current survey was based on the 2004 study and used many of the same questions. Additional questions were added to obtain information on areas that were not covered in the previous study but have been subsequently raised

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by blind and partially sighted people themselves as problematic areas such as identifying cash and use of non cash payment systems (Appendix 1)

1.2.5 Fieldwork Throughout October 2010, telephone interviews were conducted by RNIB's telemarketing team of trained interviewers. Interviews were undertaken during the evenings and weekends as well as during weekdays in an effort to obtain the responses of a wide range of people.

In total 551 blind and partially sighted people were contacted before 500 interviews with people who used bank or building societies were achieved.

1.2.6 Analysis There was a deliberate over sampling of working age blind and partially sighted people in order to ensure that their views were included. To compensate for this age related oversampling weights previously calculated for the registered blind and partially sighted population were applied (Douglas and others, 2006)

1.2.6 The quantitative results were analysed using the statistical software package SPSS and the responses to the open ended questions were coded and grouped into themes.

1.2.7 Limitations It was not possible to include a sighted control group in the survey. However where available external data was used to compare the results of blind and partially sighted people with trends in the general population.

1.3 Results 1.3.1 Banking and building societies used The current survey indicates that there has been little change since 2004 in the banks people report using. As with the last survey, Lloyds TSB, Barclays and Nat West remain the three banks that most people use to conduct their banking services. The vast majority (90%) of blind and partially sighted people reported that

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they had banked with their provider for over 10 years and reflects the tendency of people in the general population to remain with their banking provider for long periods of time (Clancy, 2011)

1.3.2 The main reasons for choosing a bank Respondents were asked why they chose their main provider. Locality or convenience of the bank or building society was the main reason blind and partially sighted people chose their bank followed by 13% who said their wife or husband already had used the bank.

The availability of full banking services which included telephone and online banking were also reasons some people had chosen their current bank.

1.3.3 The provision of accessible formats More than half (63%) of blind and partially sighted people receive information in their preferred formats and can be compared to 56% in 2004.

Bank statements were most commonly received in an accessible format. Other types of information received in a preferred format included letters and named correspondence, cheque books, general information, marketing leaflets and terms and conditions leaflets.

1.3.4 Telephone banking National data on patterns of banking indicates that amongst the British public there has been a decline in telephone banking believed to be the result of the growth in the use of internet banking (Keynote, 2011). This decline is also reflected when comparing the 2004 and 2010 survey data on blind and partially sighted people. Telephone banking amongst blind and partially sighted people has fallen from over a third (38%) in 2004 to just over a quarter (26%) in 2010.

Blind and partially sighted people of working age are more likely to report using telephone banking than people who were retired.

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Main reasons for not using telephone banking were problems with accessing the service and concerns about providing personal details over the phone.

1.3.5 Internet banking 10% (52 people) of blind and partially sighted respondents used internet banking. In the 2004 survey 10% (15 people) also reported use of internet banking. The small numbers in the 2004 survey who had used this facility limits the ability to draw any firm conclusions about the similarity in the results. However, the current survey findings suggest that the overall proportion of people using internet banking is low. Online banking for blind and partially sighted people does not appear to have increased as it has in the general population (Clancy, 2011; Payments Council, 2010).

Almost three times as many people of working age people (22%) report using internet banking compared to people of retirement age (8%).

Barriers to accessing internet banking services independently included inaccessible websites and difficulties accessing the personal security codes that enable customers to access their accounts online. Not having a computer or the access technology which is required to facilitate access to internet resources was also mentioned by blind and partially sighted people.

When internet banking could be accessed, most blind and partially sighted people who used this facility (55%) felt it at least fairly easy to use compared to 30% of respondents who felt it fairly or very difficult. The remaining 14% felt it neither difficult nor easy to use. Age was not a significant factor in relation to how easy or difficult people it to use.

1.3.6 Cash Machines Just 11% (55 people) of blind and partially sighted people reported using cash machines on their own, without the assistance of other people.

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People who are registered partially sighted and those who are able to access print are more likely to report using cash machines independently, suggesting that the service is less accessible to people with more severe levels of sight loss.

Not being able to read the information on the screen, the variations in layouts of the menu options and card and cash slots across banks combined with fears about personal safety were key barriers greater take up of cash machines.

1.3.7 Preferred banking service Blind and partially sighted people reported a range of preferred banking methods although banking 'over the counter' was most frequently reported (44%).

1.3.8 Obtaining cash Respondents were asked about the frequency with which they obtained cash. Exactly half (50 per cent) obtained cash once a week and a further 23% every two weeks. 20% obtain cash once a month and 7% report obtaining cash several times a week.

Around a third of respondents reported obtaining between £50 and £100 and a further 34% between £20 and £50.

1.3.9 Identifying notes and coins Forty five per cent of the blind and partially sighted people in the sample reported experienced difficulties with distinguishing between bank notes and coins.

Gadgets were used by some people to assist them with identifying notes and coins. To identify bank notes these included the use of magnifiers, width guides and note counters which measure the width of notes, some providing an audible beep according to the size of the note. For coins respondents used methods such as a pound coin holder or coin purses or wallets with compartments for the various types of coins.

1.3.10 Improvements to services Respondents were asked for their thoughts on how banks and building societies could improve their services for people with sight

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loss. Respondents commented on many aspects of the service although making cash machines more accessible and safer to use featured highly in the recommendations of blind and partially sighted people.

Other suggestions for improvements were to ensure websites were accessible for people with speech software, ensuring that information is provided in the customers preferred format and better queuing systems banks.

For some people having a third person to assist with their banking requirements was regarded as a solution to improving their current situation.

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1.4 Conclusion and recommendations

1.4.1 Perceived autonomy The current survey has demonstrated that as a whole the vast majority of blind and partially sighted people would prefer to take control of their financial affairs for themselves.

Recommendations:  Availability of bank staff who can assist blind and partially sighted people  Banks to investigate involvement in buddy schemes which support blind and partially sighted customers

1.4.2 Access to Information Barriers to financial information continue to be more acute for those who are unable to access print. This group appear to be the most disadvantaged and were least likely to report obtaining information in their preferred format and most likely to report dependence on other people to exercise control over their financial affairs.

Recommendations:  Banks to ask new customers a standard question to establish their preferred method for receiving information.  Existing customers are informed about the availability of accessible information.

1.4.3 Preferred ways of banking The findings suggest that blind and partially sighted people will vary in the ways they prefer to conduct their banking. The findings also indicate that these preferences are not necessarily fixed but are related to how accessible and safe people perceive them to be. This is demonstrated by the people who reported that they would begin to use a service they currently do not if the problems with inaccessibility were resolved.

It is important that blind and partially sighted people have the same ability to choose as others a service based on personal preference rather than being restricted by how inaccessible they are. Recommendation

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 Individual services should undergo accessibility checks with blind and partially sighted customers to identify the barriers people encounter along the customer journey.

1.4.4 Telephone and Internet banking Both telephone and internet banking may have a positive impact on the lives of blind and partially people by levelling the disadvantage people face particularly the case for people who were registered blind as they were more likely than those who were partially sighted to find these services easy to use.

Significant problems prevent the wider use of telephone banking by blind and partially sighted people most notably the requirement to convey card and account information.

The relatively low proportion of people who are currently using the internet does not suggest that people do not want to use it. It is difficult to say whether this is due to the inaccessibility of websites, the expense associated with the equipment required to access those sites or other factor

Yet however accessible websites may be, if instructions detailing security numbers are provided in print they are of little use to customers who wish to use the service.

If accessibility issues could be resolved it would appear to be a selling point to those who have the propensity to use these services. Some people noted that this aspect of a service featured in their decision to bank with their current provider.

Recommendation:  Ensure that websites are completely accessible for blind and partially sighted people.  Work with blind and partially sighted people in more detail to understand the problems encountered when using telephone banking.

1.4.5 Cash Machines Despite the fact that cash machines provide quick access to available cash, a number of barriers to using this facility were

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raised in the study. Safety concerns aside, the wide variation in screen layouts card and cash slots, the absence of Braille on keypads, glare from sunlight are just some of the reasons that make cash machines extremely difficult to use for blind and partially sighted people. It is likely that some of the solutions to the inaccessibility of cash machines will benefit all customers, regardless of level of sight levels.

Recommendation:  Banks and building societies to come to an agreement on standardised menu and keypad layouts for cash machines.  Where possible the consideration of the location of cash machines in areas that are safe and away from the sunlight.

1.4.6 Personal Security The comments of the blind and partially sighted people in the survey indicate that security remains a key concern, not just in relation to the use of telephone and internet banking but also with regards to fears about personal safety whilst using cash machines. The general perception of mistrust of telephone and internet banking amongst some blind and partially is also shared with the general population. However, concerns about fraud are perhaps more pronounced for those who face difficulty accessing timely information and who therefore may experience problems with keeping check of movements on their accounts.

Recommendations  Carry out customer journey mapping in order to greater understand the problems faced by blind and partially sighted customers.

1.4.7 Further research Qualitative research to investigate inaccessibility issues across all aspects of banking services is required. Particular attention should be paid to the barriers related to telephone and internet banking services as well as the use of cash machines.

Customer journey mapping may be a useful method for identifying key areas in which people encounter barriers to using a service.

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In addition, some blind and partially sighted people noted that they chose a bank or building society because it was accessible. Research is required to understand how blind and partially sighted people define accessible banking services.

2. Introduction 2.1 Background to the study In 2004, RBS funded research that was conducted by RNIB in conjunction with Citizens Advice to investigate the experiences of blind and partially sighted people in relation to their use of everyday financial services. The study aimed to identify whether blind and partially sighted people were more disadvantaged in gaining access to financial goods and services than the general population.

The research provided valuable information on the types of services blind and partially sighted people used and the nature of the difficulties they faced when accessing financial services. In 2010, RBS has once again funded a second study to establish the current situation.

This research area fits within RNIB's 5 year business strategy in which creating an inclusive society is a priority. The strategy includes the specific goal of enabling more people to shop independently and have personal control of their money.

2.2 Methodology 2.2.1 Aims The aim of the survey was to investigate the areas in which blind and partially sighted people face barriers to the independent use of the financial services provided by their banks and building societies. Wherever possible and relevant the results were compared with the results of the 2004 survey.

2.3 Sampling frame The sample was drawn from RNIB's Customer Information System (CIS) which includes the details of over 531,000 contacts who had used RNIB's core services and of whom over 274,000 are

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recorded as being blind or partially sighted. There are around 2 million people who are living in the UK with a level of sight that significantly impacts on their everyday lives (Access Economics, 2009). As such, RNIB's CIS includes a considerable proportion of this group of people.

The results of this survey are representative of the blind and partially sighted people to whom RNIB currently provide services i.e. over 274,000 people. As with the use of organisational lists there are limitations as to how far the findings can be applied outside that organisation's customer group (Gold and others, 2010).

Blind and partially sighted people who are amongst the UK's so called 'hidden populations', for example, people in lower socio- economic groups or minority ethnic groups are less likely to come into contact with large organisations such as RNIB and therefore maybe less represented in this survey.

In addition, little is known about the people who, at the point of contact with RNIB do not agree to take part in research and are not included in the sample.

2.4 Questionnaire The questionnaire used in the current survey was based on the 2004 study and used many of the same questions. Additional questions were added to obtain information on areas that were not covered in the previous study but have been subsequently raised by blind and partially sighted people themselves as problematic areas such as identifying cash and use of non cash payment systems (Appendix 1)

2.5 Fieldwork Throughout October 2010, telephone interviews were conducted by RNIB's telemarketing team of trained interviewers. Interviews were undertaken during the evenings and weekends as well as during weekdays in an effort to obtain the responses of a wide range of people.

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Each telephone interview took approximately 40 minutes to complete. In total 551 blind and partially sighted people were contacted before 500 interviews with people who used bank or building societies were achieved.

2.6 Analysis There was a deliberate over sampling of working age blind and partially sighted people in order to ensure that their views were included. To compensate for this age related oversampling weights previously calculated for the registered blind and partially sighted population were applied (Douglas and others, 2006)

The quantitative results were analysed using the statistical software package SPSS and the responses to the open ended questions were coded and grouped into themes.

2.7 Limitations It was not possible to include a sighted control group in the survey. However where available external data was used to compare the results of blind and partially sighted people with trends in the general population.

3. Sample profile and similarities with the 2004 survey 3.1 Age There was a deliberate over sampling of working age blind and partially sighted people in order to ensure that their views were included. To compensate for this age related oversampling weights previously calculated for the registered blind and partially sighted population were applied (Douglas, 2006)

3.2 Registration status The registration status of individuals provides an indication of the severity of sight condition although it does not describe the wide range of functional vision individuals within each category individuals may have.

The majority of respondents in the survey (77%) were registered

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blind and 20% were registered partially sighted. One per cent of the respondents said that they were not registered. This prompted interviewers to ask whether they would like to receive more information on the purpose and benefits of registration. A further 2% were unaware of whether they were registered or not.

Table 1: Comparison of registration status of both surveys Status 2004 2010 Severely visual impaired (Blind) 73 77 Sight impaired (Partially sighted) 22 20 Not registered 3 2 Don’t know if registered / no answer 2 1 Total 100 100

Table 1 which compares the 2004 and 2007 registration figures of the sample shows similar proportions in each category although there are slightly more people in this years survey who report being registered compared to 2004 (73 people).

3.3 Length of time with sight loss Most blind and partially sighted people (76%) reported that they had lived with their sight condition for over 10 years; a further 16% reported that they had their condition for all of their lives. This latter group are more likely to be younger, whilst those who reported having their condition for over 10 years were more likely to be retired. This reflects the findings of other research, which has shown that onset of sight loss tends to occur later in life, hence age is a significant factor in relation to sight loss.

3.4 Accessing printed materials A little under half of the respondents in the sample (48%) were able to read printed materials which included enlarged and clear print formats. The remaining 52% were unable to read print. Respondents who were able to read print were more likely to be registered partially sighted. Those who were unable to read print were more likely to be blind.

3.5 Income In 2010 more than half of the sample (55 per cent) reported a gross annual income of less than £10,000. This figure is slightly

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less than in the 2004 survey which found that 58% of respondents received this level of income. In 2010 a greater number of people in the survey described themselves as falling within the £10,000 to £19,999 income group.

Perhaps because so few of the respondents in the survey of working age were actually in employment (just 11%), no significant difference in annual income was found between working age and retired people. This does suggest that there has not been a substantial increase in the incomes of blind and partially sighted people over the past 6 years.

In both surveys just 2% of blind and partially sighted people received gross incomes of over £30,000

Table 2. Gross annual income of respondents (percentage) Income 2004 2010 Less than £10,000 58 55 between £10,000 and £19,999 34 39 £20,000 and 29,000 6 4 Over £30,000 and over 2 2 Total 100 100

3.6 Preferred format The survey highlighted considerable variability within the types of formats individuals generally prefer to receive their information although age was a significant factor. Whilst a preference for information provided in an audio format was reported by similar proportions of people, it was more likely to be the format of choice for those who were retired (34%) rather than working age (31%).

People of retirement age were also more likely to report a preference for someone to read information to them (18%) compared to people of working age, of whom just 10% stated this as a means of receiving their information.

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Table 3. Preferred format and age group Format Working age Retired Audio tape or CD 31% 34% Large print 24% 30% someone to read the information 10% 18% In ordinary print size 6% 10% By using a computer or electronic 19% 7% form Braille 9% 2% Moon 1% 0% Information received using a computer or electronic means was almost three times more likely to be the format of choice for working age people (19%) compared to those of retirement age (7%).

Braille was preferred by just 2% of retired people compared to 9% of those of working age and may be indicative of the fact that the vast majority of people lose their sight later in life (Tate and others, 2005). As a result many retired people are unlikely to have acquired the skill of reading Braille. In addition, reduced sensitivity in the fingertips has been found to be a barrier to accessing this resource for some older people (Douglas et al, 2008).

3.7 Perception of financial autonomy In order to gain an understanding of the extent to which blind and partially sighted people feel they have autonomy in relation to controlling their finances, respondents were also asked which statements best described how they managed their financial affairs - 'I deal with my financial affairs totally independently'; 'I manage my financial affairs with the assistance of other people or 'I rely on family and friends to manage my financial affairs. These statements were used in the 2004 survey.

More than half (57%) of the respondents in the survey described themselves as managing their financial affairs with the assistance of family and friends. 29% report that they manage their affairs totally independently and 12% that they rely on other people. In

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2004 23% reported that they manage independently of other people, 59% with the assistance of others and 9% that they relied on others.

Table 4 (below) shows that autonomy in relation to the management of financial matters is linked to whether an individual can access print. That is, people who could access print were more likely to report independence in managing their finances. For example, 41% of people who can access print reported that their deal with their finances independently compared to just 17% of people who could not.

Table 4. Perception of managing finances autonomously and whether respondent can read print Level of independence Can read Cannot print read print Total I deal with my financial affairs independently 41% 17% 29% I manage my financial affairs with the assistance of family/friends 50% 64% 57% I rely on others to manage my financial affairs for me 7% 17% 12% Other 2% 2% 2% Total 100% 100% 100%

Almost two thirds (61%) of the blind and partially sighted people in the survey had experienced difficulty when dealing with financial information, money or credit or debit cards. In 2004, this figure was 65%.

Interestingly, registration status, ability to access print and length of time with sight loss were not associated with the likelihood of experiencing difficulty. Age however was a significant factor, such that people of working age were more likely to feel that they had experienced difficulty than older people.

The most commonly reported difficulty was around reading written information reported by 42% of the respondents; filling in and signing forms (mentioned by 38% of people) and difficulties using a cash machine which was the third most commonly reported

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problem people faced (25%). These are all activities that currently assume that the customer has some vision although potentially some of these difficulties may not be attributable to a person's vision. More research is required here.

When assistance was sought from others this was most commonly provided by family which was reported by 62% of the respondents, bank and building society staff (18%) and friends (11%)

4. Use of banks and building societies

4.1 Banking and building societies used The current survey indicates that there has been little change since 2004 in the banks people report using. As with the last survey, Lloyds TSB, Barclays and Nat West remain the three banks that most people use to conduct their banking services. The vast majority (90%) of blind and partially sighted people reported that they had banked with their provider for over 10 years and reflects the tendency of people in the general population to remain with their banking provider for long periods of time (Clancy, 2011)

Table 5: Top banks and building societies used by respondents 2004 2010 Lloyds TSB Lloyds TSB NatWest Barclays Barclays NatWest Halifax HSBC HSBC Santander

4.2 Reasons for choosing a main bank Respondents were asked why they chose their main provider and could provide more than one reason. Locality or convenience of the bank / building society was the main reason blind and partially sighted people choose their bank and was highlighted by over half (55%) of blind and partially sighted people. Thirteen per cent said it was because their wife or husband already had used the bank. Similarly, 9% of blind and partially sighted people said they chose

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a bank because their parents had used that bank. 11% stated that their wages or pension was paid into their stated bank or building society. Just 3% of respondents highlighted 'services that were good for blind and partially sighted people' as a factor in their choice.

Table 6. Reasons for choosing a bank or building society Reason Number Percentage Location / convenience 318 55% Parents used 52 9% Wages/pension 17 11% Good services 70 3% Other 62 11%

Reasons for choosing a bank or building society other those listed in the questionnaire were provided by respondents. The availability of attractive rates was mentioned by some respondents:

"They had the best interest rate."

"Good interest rates on current accounts".

"They offered a good savings account"

The availability of full banking services which included telephone and online banking featured in the decision of some people and others noted that they had chosen their current bank because it was 'accessible'. As noted earlier, further exploration of views on how telephone and internet banking or other services make banks accessible would be useful.

"They were one of the first to do telephone banking." "It was accessible."

"They offered large print when other banks were not."

"They were one of the main banks that offered all banking services when I wanted to open an account."

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Dissatisfaction with a previous bank and helpfulness of staff in the current bank were also mentioned.

"I was no longer satisfied with [Bank A] and at the time I changed my account [Bank B] were offering the best deals"

"The staff were the most helpful"

Some of the other reasons given included difficulties people had faced setting up an account elsewhere, choosing a bank for ethical reasons and the recommendation of others:

"I went bankrupt and was offered an account by this bank."

"I work for them."

"[The respondents bank or building societies] …ethical constitution."

"It was a bigger company so I thought my money would be safe with them."

4.3 The provision of accessible formats More than half (63%) of the respondents reported that their main bank or building society supplied them with information in their preferred formats. All reported receiving their bank statements in their preferred format. Other types of information received in a preferred format included letters and named correspondence, cheque books, general information, marketing leaflets and terms and conditions leaflets. In 2004 the proportion of people receiving information in their preferred format was 56%.

Blind and partially sighted people who reported that they received their information in their preferred format were more likely to be able to access print than those who could not. This suggests that banks and building societies are able to serve the needs of blind and partially sighted people whilst they can still access print but find it more difficult to meet the needs of those for whom printed information is not a viable option.

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Over half (64%) of respondents (115 people) who did not receive their banking information in accessible formats had never requested this service. Further research would be required to ascertain whether the further 17% who reported that family or friends read information on their behalf had requested information in their preferred format or not. A very small number (2 people) of those who do not receive their information in a preferred format reported that they had been informed by their bank staff that information in their preferred format was not available despite the fact that all organisations are obliged to make this provision under the DDA (2005).

Table 7: Whether bank supplies accessible formats.

Reason why don’t receive Number Per cent Bank told me they don't 2 1 Never asked for it 115 64 Asked but never received 8 4 Friend/family reads it for me 31 17 Other 22 13 Total 179 100

Some respondents commented on the difficulties they faced with accessing information:

"I cannot read print and the bank only sends information in print despite requesting information in audio."

"I need help to read statements. My wife makes sure I have the right notes."

"I cannot read due to sight problems."

A total of 8 respondents reported that they had requested information but had never received it. Most of these requests were made 3 months prior to the interview.

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5. Types of banking services used

5.1 Primary and second accounts Respondents were asked which banking services they used and whether they used more than one bank. Where a second bank was used respondents were also asked which services they used. The majority (89%) of blind and partially sighted people use their main account for current accounts (74%), credit cards (75%) and deposit / savings accounts (51%) as well as overdrafts and personal loans (17% respectively). A second bank was more likely to be used for personal insurance.

Table 8: Services used in main and other bank accounts

Services used Main bank Other bank Current account 89% 6% Credit card 74% 3% Deposit account 51% 17% Overdraft facility 17% 6% Personal loan 17% 0.5% Personal insurance 7% 26% Mortgage 4% 0.4% Home insurance 1% 2%

5.2 Telephone banking National data on patterns of banking indicates that amongst the British public there has been a decline in telephone banking (Keynote, 2011) believed to be the result of the growth in the use of internet banking. This decline is also reflected when comparing the 2004 and 2010 survey data. Telephone banking amongst blind and partially sighted people has fallen from over a third (38%) in 2004 to just over a quarter (26%) in 2010.

Blind and partially sighted people of working age are more likely to report using telephone banking than people who were retired. As found in 2004, most people who had used telephone banking had found it easy to use. People who are registered blind were more likely to report this than those who were partially sighted suggesting that telephone banking offers a means for people with

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low levels of sight to have some independence and control with regards to the banking.

However, there are fundamental barriers to the independent use of accessing telephone banking as noted by people who did not use it. Comments from the 61 blind and partially sighted people who specifically stated that they did not use telephone banking because of the difficulties they faced with accessing the service, often related to the need to type in or recite card and account numbers in order to pass the security controls:

"Because I cannot see the numbers or manage the sequence of numbers that you need to get through the security questions. Then when speaking to an advisor they will not allow my husband to tell them these details, it has to be him and I cannot manage it."

"I tried it but I didn't like it as I had to keep putting numbers in so gave up using the system."

"I'm unable to read the numbers on the debit card. I cannot remember numbers to pass the security questions."

"I cannot read card numbers to type into phone when requested by bank staff on phone. I cannot see numbers on the phone to press card numbers in also".

It was also apparent from the comments that some respondents were unaware of telephone banking or uncertain about whether their bank offered this facility as reflected in the comment below:

"I don't know about it and I have never tried it. I would have to ask someone to show me how to do it and I prefer not to have to ask people."

All 61 respondents were asked whether they would use telephone banking if the service was made completely accessible. Over half (34 people) stated they would use it compared to 27 people who, usually due to security concerns would not:

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"I don't trust it and I wouldn't give any details out over the phone."

"I am a bit dubious of discussing banking matters over the phone."

Other reasons were simply that telephone banking was not their preferred means of banking:

"I have no need to. If I need cash I go into the building society with my wife."

"My bank is very local so I have no need to."

"I have no need as I prefer face to face when I do my banking."

"I use online banking so have no need to use it".

5.3 Internet banking Overall, 10% (52 people) of blind and partially sighted people used internet banking. In the 2004 survey 10% (15 people) also reported use of internet banking. The small numbers in the 2004 survey who had used internet banking limits the ability to draw any firm conclusions about the similarity in the results. However, the current survey findings suggest that the overall proportion of blind and partially sighted people using online banking has remained low and has failed to keep step with the general trend of increase displayed in the general population.

When internet banking was reported it was more likely to be used by people of working age which does mirror the trend in the general population (Keynote, 2011). Almost three times as many people of working age people (22%) report using internet banking compared to people of retirement age (8%).

As was found in the 2004 most of the 52 people in the current survey who used internet banking (55%) felt it at least fairly easy to use compared to 30% of respondents who felt it fairly or very difficult. The remaining 14% felt it neither difficult nor easy to use.

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Age was not a significant factor in relation to the ease of use of internet banking.

Some respondents commented on the barriers they faced in accessing internet banking. A fundamental barrier was not having the necessary equipment such as a computer or access technology to access the service. In addition, some felt they lacked the skill and confidence to use the service:

"I do not have a computer".

"Because I cannot see what's on the screen. I would use it if I had the speech software."

"I'm not confident enough"

Others commented on accessibility problems:

"Because they send electronic statements in Adobe format which I don't like, perhaps I would be more inclined to use internet banking if statements were in Word to download."

"The screen on the banks website is very difficult to access using screen reader"

Blind and partially sighted people who did not use internet banking specifically for inaccessibility reasons (59 people) were asked whether they would do so if these problems were resolved. A third (33%) would use it were it made more accessible. Most 67% would not and as with telephone banking, worries about security issues and providing details over the internet were often cited:

"I don't like the security issues of internet banking, everyday you hear about internet banking fraud where people have had money stolen from their accounts."

"I would be too frightened that someone would get my information."

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There were also people who stated a preference for other ways of banking:

"It's easier and quicker to visit bank in person. Would find entering passwords and pin numbers a cause for anxiety."

"My husband deals with bank face to face. I wouldn't trust internet banking."

5.4 Cash Machines Respondents were asked whether they used cash machines (ATMs) on their own, without assistance from other people. The question was slightly different to that asked in 2004 which simply asked whether respondents used a cash machine. As a result the questions in the two surveys are not directly comparable.

In 2010, 11% (55 people) reported that they used cash machines on their own, without the assistance of other people. Whilst the independent use of cash machines was generally low across the population of blind and partially sighted people, a slightly higher proportion of people who are registered partially sighted and those who are able to access print reported independent use, suggesting that the service is even less accessible to people with more severe levels of sight loss.

Of the respondents in the 2010 survey who did use cash machines independently, 22 people found them at least easy to use compared to 25 people who had found them at least 'somewhat difficult' to use. Interestingly, no significant difference was found between those of working age and those who were retired in relation to how easy they found using cash machines, although level of sight was a factor.

Comments from blind and partially sighted people who stated that they did not use cash machines due to accessibility reasons (322 people) often related to difficulties accessing the information on the screen and differences in the layout and of the menu options. The comments about inaccessibility were often combined with security concerns:

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"Because there's no Braille on them and also I might be mugged and I cannot see to push the buttons."

"I need my wife to read out the screen to me and she gives me instructions on what buttons to press due to my sight loss."

"I have difficulty with my hands, I cannot see well to do transactions. I also feel vulnerable when using ATMs. Also they are not all uniform so I'm unable to follow a set sequence time and time again.

"There is no audible prompt."

"Because machines are different therefore I'm unsure what service I am asking for because I cannot see what I am pressing on the machine."

This group were asked whether they would use cash machines if they were made more accessible to blind and partially sighted people and responses were almost evenly split by those who would (165 people) and those would not (157 people)

One possible solution to the problem of the obtaining information displayed on screen is the provision of cash machines with audible output. Information is received through the use of customers own earphones which is inserted into a standard audio jack.

All 500 respondents, regardless of whether they currently used cash machines independently were asked whether they would use cash machines that provided audio information via the use of headphones. Forty five per cent of blind and partially sighted people would use them.

The comments from the 55% of people who would not use this type of cash machine indicate that concerns about personal safety inhibited their confidence to use of this facility:

"I still wouldn't feel confident about using an ATM."

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"I fear someone might be watching me withdraw money and try and steal from me."

"No, because I feel that people could be listening standing behind me."

"Because I still wouldn't trust them and I still couldn't see if there was anyone lurking around."

"I still would not trust cash machines if using on my own."

"No because it would block your hearing from the street, giving me no warning should someone approach from street behind."

The comments from two respondents about the hygiene of head phones suggests that any drive to increase the number of cash machines would need to inform people about the requirement for customers to use their own equipment:

"I might but I'm not keen on the hygiene issue of putting on headphones that have been on other people, I mean would you want to put them on?"

"You don't know whose head they have been on and if they might have nits etc..."

These comments suggest that there may be considerable misunderstanding about how these cash machines actually work. 5.5 Assistance with cash machines All respondents, regardless of whether they used cash machine independently, were asked whether they had ever asked someone they did not know to assist them. Four per cent (21 people) of blind and partially sighted people reported that they had asked a stranger to assist them with the use of this facility

Respondents were asked what type of assistance a stranger provided and could give more than one response. The most common response was that they received help with reading the

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screen (17 people) and selecting options (13 people). Ten people reported that a stranger had helped them to obtain cash from the machine and 4 people had reported that someone they did not know had helped type in their pin number.

Table 9: Type of help provided by a stranger

Type of assistance Number of respondents Help reading the screen 17 Help selecting options 13 Obtaining cash 10 Typing pin 4

5.6 Preferred banking service Respondents were asked if banking services were made easier for blind and partially sighted people, which would be their preferred method. Although there is no overwhelming method of banking that is preferred by blind and partially sighted people, 'over the counter' was most frequently reported (44%). A greater proportion of people than currently report using cash machines on their own say that this would be their preferred method if it were accessible (20%). Thirteen per cent stated that the post office would be their preferred method. Cash back whilst shopping was mentioned by 9% and asking a relative or carer by 9% of blind and partially sighted people.

Table 10: "If banking services were made easier for blind and partially sighted people, which would be your preferred method" Preferred Number Per cent Over the counter at the bank/building 221 44 society Using an ATM myself 102 20 Cash back when shopping 47 9 Ask relative/carer to use cash point 43 9 Use the Post Office 62 13 Other 25 5 Total 500 100

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The comments provided by respondents reflected the variety of ways in which people would prefer methods:

"I would still prefer to get my cash from doing other people's shopping as I do now."

"ATM's but only within the bank premises, never on the street or elsewhere."

"Using headphones at an ATM."

"Using an improved telephone banking system."

"I would still transfer money over to my husband's account which he would then get out for me."

"Having my wife visit the bank in person."

"I would still give my neighbour a cheque so she could get cash for me as I rarely go out now."

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6. Obtaining cash

6.1 Frequency of obtaining cash Respondents were asked about the frequency with which they obtained cash. Exactly half (50 per cent) obtained cash once a week and a further 23% every two weeks. A considerable proportion of people obtain cash once a month and 7% report obtaining cash several times a week.

Table 11: Frequency of obtaining cash Frequency Number Per cent Several times a week 34 7 Once a week 252 50 Once every two weeks 113 23 Once a month 86 17 Less often 11 2 Other 4 1 Total 500 100

6.2 Average amount obtained Around a third of respondents reported obtaining between £50 and £100 and a further 34% between £20 and £50.

Table 12: Amount obtained print and age group Amount Working age Retired Total £10 or less 0% 0.8% 0.4% Between £10 and £19 4% 3% 4% £20 - £49 26% 32% 29% £50 - £100 41% 27% 34% Over £100 29% 37% 33% Total 100% 100% 100%

6.3 Identifying notes and coins Forty five per cent of the blind and partially sighted people in the sample reported experienced difficulties with distinguishing between bank notes and coins.

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Table 13: Ease of identifying notes Level of difficulty Notes Coins Very difficult 17% 19% Somewhat difficult 31% 26% Neither difficulty or easy 12% 11% Fairly easy 29% 31% Very easy 11% 13% Total 100 100.0

Some respondents reported using gadgets to assist them with identifying notes and coins. To identify bank notes respondents reported using magnifiers, width guides and note counters which measure the width of notes, some providing an audible beep according to the size of the note. For coins respondents used methods such as a pound coin holder or coin purses or wallets with compartments for the various types of coins. Some examples mentioned included:

"a vibrating machine for bank notes"

"The flat stapler like sorter which beeps once for £5, twice for £10 etc..."

"The bank gave me a width note measurer."

7. Contactless payment Respondents were asked about their use of a contactless payment based on a card. This system involves 'topping up' a card with cash in advance of using it to pay for goods and services. Just 3% of blind and partially sighted people reported using this system (14 people). Most people who used this system had found it fairly or very easy to use (10 respondents) and were likely to be of working age than retired.

Of the 14 who had used the system the only two purposes reported were for travelling or shopping, the latter being the most common reason.

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One respondent discussed a method: s/he had used:

"There is silver dot placed on my Barclaycard which I can use if a product is under £10."

A total of 2% of respondents (10 people) reported the use of other payment systems that did not involve using cash, debit/credit cards or cheques. Electronic bank transfer, money transfer by internet and PayPal were mentioned.

Although respondents were not directly asked about their use of chip and pin, the open ended responses suggest that this method can be problematic due to the requirement to enter a pin number:

"I have problems with people accepting my signing card and I would like the bank to provide me with an official credit card-sized card which states that I have no pin number and I am authorised to sign. I would also like the banks to make their staff aware of what a white cane symbolises."

8. Improvements to services Respondents were asked for their thoughts on how banks and building societies could improve their services for people with sight loss.

Cash machines The large number of comments on cash machines is perhaps indicative of the current inaccessibility issues surrounding their use:

"More accessible and easy to use cash point machines. If I could use a cash point it would save me a 10 mile return trip to the bank to get cash."

"I'm desperate for ATMs to be made more accessible to blind and partially sighted people. It would make such a difference to be able to draw out money in this way without having to rely on my fiancé and would enable me to feel so much more independent."

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"Speech software on cash points".

"Make all cash machines the same so money comes out of same place and card can be put into same place in machine. Different cash machines have different places to put cards in and I struggle to find them because of my sight problems. if there was one standard machine I could just put card in same place every time."

Access to information "I find it hard to use internet banking because of receiving the password. It would be much easier if I could pick up the password from my bank or if they could phone it through to me in a secure way somehow."

"Banks do not put information about best bank accounts to invest money in on CD or in large print so blind and partially sighted people can access."

Telephone banking "A more simplified telephone banking system and one that does not need you to reel off the huge long numbers on your card, the expiry dates and the CVT number on the back as usually VI people cannot see these."

Internet banking "More hands on learning for internet banking for customers that have sight loss so that they understand it better."

"The banks need to be more consistent providing people with their preferred format on time so as not to incur charges. My friend receives her credit card statement in Braille but 2 weeks after the payment is due. Evening training courses for people using Jaws as I find online banking very inaccessible at the moment. Investigate how easy Paypal would be to use with Jaws."

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"I have a few problems with online banking. I wish they would stop changing things as every time they do I have to start again from scratch. My speech system does not work with the banking sites and if they were to make a speech friendly site which was more text based it would be useful. I also don't like text on top of images as my speech software will not recognise it. The pale blue background with blue writing is difficult. Bolder, darker text is needed. I also don't like it when you put your mouse over something and a pop up appears. It is confusing"

Branch "Get rid of the stupid queuing system where you are asked to make your way to "cashier number 2". My local post office has 14 counters and it is impossible to know which counter to go to."

"More staff, in the bank who are specifically trained to assist people who need help."

"There should be a lower counter for wheel chairs users"

"Permanent fixtures in the bank that can guide you along the queue rather than the flimsy roped off queues which collapse as soon as you put any weight on them and more obvious signs for the entrance and exit of the queue so you know which way to queue."

"Larger signs and more visible numbers at the counter."

Staff "Banks should provide more training to their bank staff on how to help blind people use their services."

"Improve the lack of knowledge of staff as they don't understand the difficulties that you might be having. I have communication problems with the staff at the bank as I have to keep reminding them that I have a visual impairment."

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"Banks should provide more training to their bank staff on how to help blind people use their services."

Discrimination "Some comments related to the perception amongst some blind and partially sighted people that they were denied loans on the basis of their sight condition. As with many types discrimination this is difficult to prove whether this perception is founded. However, for some people the perception is real nonetheless and should be given attention."

"Blind people are sometimes denied loans despite being able to prove they have a high enough income to make repayments."

Cheques Some comments were related to the phasing out of the use of cheque books planned to take place in 2018 (Telegraph, 2009) The comments illustrated that some blind and partially sighted people relied on this facility and were insistent that they should not be abolished. This may seem like a contradiction when considering the difficulties many people face when dealing with information in print. However, the availability of cheques with enlarged print enable people with low levels of sight to use them independently and for both blind and partially sighted people it represents a way of paying for goods and services without having large amounts of cash in their possession:

"Do not stop using chequebooks. People come to house to do service or repair and most people do not want to keep large amounts of cash in the house. I don’t feel so vulnerable with a chequebook."

"Banks must keep the cheque book - whichever banks continue to use them I will move to!"

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9. Conclusion and recommendations

9.1 Perceived autonomy The results illustrate that blind and partially sighted people continue to face significant barriers in managing everyday financial matters independently. Anecdotal evidence has suggested that there are and perhaps always will be people who for their own reasons prefer family, friends or another third party to manage their financial affairs on their behalf. The current survey however, has demonstrated that as a whole the vast majority of blind and partially sighted people would prefer to take control of their financial affairs for themselves. Ensuring that all aspects of the services provided by banks and building societies are accessible will facilitate independence and inclusion.

Recommendations  Availability of bank staff who can assist blind and partially sighted people  Banks to investigate involvement in buddy schemes which support blind and partially sighted customers

9.2 Access to Information The survey also indicates that problems with accessing banking services will vary according to a range of factors such as severity of sight loss, whether a person is retired or of working and the ability to access print. As an example, the report indicates that the formats in which blind and partially sighted people prefer their information vary considerably which provides strength to the old adage that 'one size, or rather one format, does not fit all'.

The difficulties highlighted in this survey indicate that barriers to financial inclusion continue to be more acute for those who are unable to access to print. This group appear to be the most disadvantaged as they were least likely to report obtaining information in their preferred format and most likely to report dependence on other people to exercise control over their financial affairs.

Recommendations

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 Asking new customers as a matter of course their preferred method of information  Existing customers are informed about the availability of accessible information

9.3 Preferred ways of banking The findings suggest that blind and partially sighted people will vary in the ways they prefer to conduct their banking. The findings also indicate that these preferences are not necessarily fixed but are related to how accessible and safe people perceive them to be. This is demonstrated by the people who reported that they would begin to use a service they currently do not, if the problems with inaccessibility were resolved. For example, a greater proportion of people who currently use cash machines on their own would prefer to do so if they were made accessible. In addition, more than half of those who currently do not use telephone banking would use it if accessibility were increased.

It is important that blind and partially sighted people have the same ability as others to choose a service based on personal preference rather than being restricted by how inaccessible they are.

Recommendation  Individual services should undergo accessibility checks with blind and partially sighted customers to enable the identification of barriers along the customer journey.

9.4 Telephone and Internet banking Both telephone and internet banking may have a positive impact on the lives of blind and partially people by levelling the disadvantage people face, facilitating inclusion and fostering a sense of control in their lives. This may be particularly the case for people who were registered blind as they were more likely than those who were partially sighted to find these services easy to use.

However, there are still significant problems faced by blind and partially sighted people who use or had used telephone and internet banking - most notably the need to convey card and account information.

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The decline in telephone banking amongst blind and partially sighted people corresponds with the downward trend in the general population. Although in the general population the decline is thought to be as a result of the rapid take up of internet banking, a similar pattern of growth was not found amongst the blind and partially sighted people.

The relatively low proportion of people who are currently using online banking does not suggest that people do not want to use it and more research is required which focuses specifically on this area. It is difficult to say whether this is due to inaccessible websites, the expense associated with the equipment required to access those sites or other factors. Yet however accessible websites may be, if instructions detailing security numbers are provided in print they are of little use to customers who wish to use the service.

If accessibility issues could be resolved it would appear to be a selling point to those who have the propensity to use these services. Some people noted that this aspect of a service featured in their decision to bank with their current provider.

Recommendation:  Ensure that websites are completely accessible for blind and partially sighted people.  Work with blind and partially sighted people in more detail to understand the problems encountered when using telephone banking.

9.5 Cash Machines Despite the fact that cash machines provide quick access to available cash, a number of barriers to using this facility were raised in the study. Safety concerns aside, the wide variation in screen layouts card and cash slots, the absence of Braille on keypads, glare from sunlight are just some of the reasons that make cash machines extremely difficult to use for blind and partially sighted people. It is likely that some of the solutions to the inaccessibility of cash machines will benefit all customers, regardless of level of sight levels.

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Recommendations  Banks and building societies to come to an agreement on standardised menu and keypad layouts for cash machines.  Where possible the consideration of the location of cash machines in areas that are safe and away from the sunlight.

9.6 Personal Security The comments of the blind and partially sighted people in the survey indicate that security remains a key concern, not just in relation to the use of telephone and internet banking but also with regards to fears about personal safety whilst using cash machines. The general perception of mistrust of telephone and internet banking amongst some blind and partially is also shared with the general population. However, concerns about fraud are perhaps more pronounced for those who face difficulty accessing timely information and who therefore may experience problems with keeping check of movements on their accounts.

Recommendations  Carry out customer journey mapping in order to greater understand the problems faced by blind and partially sighted customers.

9.7 Further research More qualitative research to investigate inaccessibility issues across all aspects of banking services is required. Customer journey mapping may be a useful method for identifying key areas in which people encounter barriers to using a service. Particular attention should be paid to the barriers related to telephone and internet banking services as well as the use of cash machines.

In addition, some blind and partially sighted people noted that they chose a bank or building society because it was accessible. Research is required to understand how blind and partially sighted people define accessible banking services.

More research is acquired to understand the perception of users and non users of cash machines with audible output.

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10. References Douglas, G. A; Weston, Whittaker, Morley Wilkins and Robinson (2008) Braille dot height research: Investigation of Braille Dot Elevation on Pharmaceutical Products ISBN: 0704426919 / 9780704426917

Douglas, G., Corcoran, C. and Pavey, S. (2006), Network 1000. Opinions and circumstances of visually impaired people in Great Britain: Report based on over

Clancy, R. (2011) Millions are dissatisfied with their bank but don’t bother to change, research shows. Accessed on March 12 2011 on http://www.investmentinternational.com/news/banking

Access Economics (2009) Future sight loss UK (1): The economic impact of partial sight and blindness in the UK adult population

Gold, D., Shaw, A., & Wolffe, K. E. (2010). The social lives of Canadian youths with visual impairments. Journal of Visual Impairment & Blindness, 104

Keynote (2011) Accessed on March 29th 2011 http://www.keynote.co.uk/market-intelligence/reports/a-z/market- intelligence

Payments Council (2010) The way we pay 2010. Accessed on March 12 2011 http://www.ukpayments.org.uk/media_centre/press_releases/-/pag e/759/

Tate, R., Smeeth, L., Evans, J., Fletcher, A., Owen, C. and Rudnicka, A. (2005) The prevalence of visual impairment in the UK: A review of the literature. Report commissioned by the Royal National Institute of Blind People. RNIB

Telegraph (2009) Accessed on March 12 2011 http://www.telegraph.co.uk/finance/personalfinance/6826089/Cheq ues-are-to-be-abolished.html

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