Since the importance of online accessibility and digital inclusion has gained global recognition, all financial institutions operating in the UK must now ensure their online platforms comply with evolving standards and legal requirements.
Designed to promote fair and inclusive digital experiences, regulations such as the Equality Act 2010 UK mandateate that businesses provide accessible services for all users, including those with disabilities. Organisations are also encouraged to implement regular equality and diversity training to foster a culture of inclusion and compliance.
To assess the state of online accessibility in UK financial institutions, Skillcast analysed nine regulated sub-sectors against key accessibility factors, to determine adherence to guidelines such as those set by the World Wide Web Consortium.
The findings highlight which sub-sectors are leading in digital inclusion - and which remain at risk of non-compliance, reputational damage, customer dissatisfaction and even legal consequences.
Key takeaways:
- Accessibility, inclusion and diversity are critical priorities, but many websites don’t meet accessibility standards.
- With that in mind, Skillcast assessed the digital accessibility of the financial services industry, analysing website data from over 270 leading UK companies across nine financially regulated sub-sectors.
- Our Accessibility Index shows banking is the leading sector, with capital markets and trading the poorest.
- Fintech and technology ranks in the middle, which is concerning given the sector’s digital-first nature.
- Non-compliance with the Equality Act 2010 UK carries substantial financial and reputational repercussions.
- By investing in accessible platforms, firms can future-proof their digital operations against evolving regulations.
- Building and maintaining an accessibility-first workforce involves tailoring compliance training to specific roles, establishing clear processes and conducting regular accessibility testing.
The Accessibility in Financial Services Report
- The landscape of diversity and equality in financial services
- The accessibility in financial services index
- The cost of digital inaccessibility
- Building an accessibility-first workforce
The landscape of diversity and equality in financial services
As financial services become increasingly digital, accessibility and inclusion have emerged as critical priorities. Research shows that globally, only 12% of websites meet accessibility standards. In recent years, it was also reported that all 20 of the UK's leading financial institutions had accessibility errors on their website homepages when tested.
Additionally, 24% of disabled individuals with disabilities report difficulties using online banking services, with this figure rising to 58% among those who struggle using digital devices. These statistics underscore the pervasive nature of this issue across various sectors, leaving millions struggling to access essential financial services.
With 16 million disabled individuals living in the UK, and an estimated £274 billion in annual spending power, businesses that fail to meet the Equality Act's requirements risk excluding a substantial customer base. Yet, despite the financial and legal implications, a staggering 58% of the world’s banks fail to meet customer needs due to not fulfilling the basic digital accessibility requirements.
Moreover, diversity in financial services remains a pressing issue- for example, only 28% of leadership positions are occupied by women. To combat disparities, regulators have reinforced diversity and equality legislation, pushing firms to implement training at all levels, delivered through methods such as events and webinars, at all levels.
Importantly, such compliance training must be inclusive of all individuals, including the 10-20% of people globally who are considered neurodivergent. This means ensuring accessibility for employees who operate company websites and the customers who use them, fostering inclusivity in workplace practices and digital experiences.
Companies with the most ethnic diversity are 39% more likely to outperform those with the least. Those that prioritise diversity reduce the risk of attrition by 50%, underscoring the business benefits of embracing inclusion. Financial firms that proactively adopt inclusive digital practices mitigate legal and reputational risks, unlock a broader customer base, improve user experience, and future-proof their operations in an increasingly regulated landscape.
Accessibility in the Financial Services Index 2025
To assess the digital accessibility of the financial services industry, our team analysed website data from over 270 leading UK companies across nine financially regulated sub-sectors.
By examining information from Google PageSpeed, WAVE, ARC Toolkit, and other verified sources, we created an index that measures each sub-sector’s current online accessibility, determining its ability to meet diversity and equality legislation requirements.
Each business was assigned a score out of 10 for the eight elements analysed, to create an overall Accessibility Index score out of 80 for each financial sub-sector.
Which financial sub-sectors are setting the standard for digital inclusion?
The Accessibility Index highlights significant disparities in digital inclusion across the UK’s financial sub-sectors. While some industries are making progress towards compliance with standards, others lag, potentially excluding millions of users.
Banking emerges as the leading sector for digital accessibility, with an index score of 60.4, reflecting its widespread adoption of best practices and compliance with the guidelines set by the World Wide Web Consortium. Given 87% of UK adults use online banking, financial institutions in this sub-sector have prioritised digital inclusion, incorporating features such as screen-reader compatibility and easy-to-navigate interfaces.
Pensions and retirement planning (53.4) and insurance and risk management (52.8) follow closely behind in second and third place, respectively, demonstrating a moderate commitment to accessible online services. At the lower end of the scale, corporate and specialist services (28.0) and capital markets and trading (18.2) rank the poorest.
These sub-sectors, which primarily cater to institutional clients and high-net-worth individuals, have historically placed less emphasis on user-friendly digital experiences. However, with the Equality Act 2010 UK requiring all businesses to provide accessible services, firms in these industries risk non-compliance and potential legal consequences.
A notable concern is the fintech and technology sector (45.4), which scores below traditional banking despite its digital-first nature. While fintechs have led the way in innovation, many have been criticised for failing to design inclusive platforms, particularly for older or disabled users. In fact, 93% of fintech firms find it challenging to meet compliance standards, highlighting the urgent need for improvement.
As regulatory scrutiny increases, financial firms must enhance their digital accessibility efforts. Prioritising compliance with World Wide Web Consortium standards, investing in equality and diversity training, and ensuring digital platforms cater to all users will mitigate legal risks, expand market reach and improve customer experience.
The sub-sectors most vulnerable to digital accessibility failures
Our Google PageSpeed Analysis reveals significant gaps in digital accessibility across several financial sub-sectors, with some scoring alarmingly low in key performance metrics.
Capital markets and trading ranks the least accessible, with an accessibility score of 85.3 - the lowest of all the sub-sectors - and a best practices score of 86.1. Additionally, businesses analysed received an average performance score of 53.5, indicating severe usability issues that could prevent many users, including those with disabilities, from accessing critical financial services.
The corporate and specialist services sub-sector has an accessibility score of 88.1 but a relatively low best practices score of 85.9. This suggests poor site performance, likely contributing to long loading times and navigation difficulties, which disproportionately impact users who rely on assistive technologies.
The property and real estate finance sub-sector fares slightly better but still falls into the high-risk category, with an accessibility score of 87.2 and a performance score of 56.7. While its best practices score (89.3) suggests some adherence to modern web standards, the relatively low accessibility rating indicates a failure to implement inclusive design.
Financial transaction processing presents a unique contrast - while it boasts the highest best practices score (91.7) and a good accessibility score (89.2), its average performance score (53.2) suggests underlying issues with website speed and efficiency, which can hinder accessibility.
Pensions and retirement planning achieves the highest performance score (59.8) but lags in accessibility (87.6) compared to other sub-sectors. Given that older users, who are more likely to face digital accessibility barriers, are a key demographic, this gap could exclude a significant portion of its intended audience.
Our ARC Toolkit Analysis provides further insight into digital accessibility compliance across the financial industry, highlighting sub-sectors that struggle with errors and fail to implement best practices.
Financial transaction processing emerges as the sector with the highest number of best practices (35.3), suggesting firms in this space have taken active steps to align with accessibility standards, reducing major usability barriers. Similarly, banking demonstrates a high number of best practices (34.3) but also a relatively large number of errors (49.7).
In contrast, pensions and retirement planning has a very low number of best practices (18.3) but a small number of errors (15.5). Meanwhile, corporate and specialist services (25.5 errors, 19.5 best practices) and property and real estate finance (35.1 errors, 18.1 best practices) also underperform in accessibility implementation.
Insurance and risk management, despite having the lowest number of errors (9.0), indicating fewer technical issues, has a moderate number of best practices (27.3). Meanwhile, capital markets and Trading is the worst-performing sub-sector overall, with the highest number of errors (60.4) and a low number of best practices (18.8).
The cost of digital inaccessibility
While digital innovation has transformed the financial sector, inadequate accessibility measures continue to exclude millions of users, exposing businesses to monetary, legal and reputational risks.
Non-compliance with the Equality Act carries substantial financial and reputational repercussions. In 2023, the UK's Information Commissioner's Office (ICO) issued 17 fines totalling over £13 million for various data protection violations, with individual ranging from £30,000 to over £10 million
In the United States, digital accessibility lawsuits under the Americans with Disabilities Act (ADA) have surged, with over 4,500 cases filed in 2023 alone - a 400% increase compared to the previous five years. More recently, some major U.S. corporations have begun scaling back their diversity, equity, and inclusion (DEI) initiatives - a shift that could have significant ripple effects globally.
If this trend continues, it may lead to a decline in workplace inclusivity, lower employee morale, and reduced productivity - particularly among underrepresented groups. Additionally, inaccessible financial services erode customer trust and satisfaction.
As accessibility moves higher up the regulatory agenda, UK financial firms must proactively enhance their digital inclusivity. Implementing World Wide Web Consortium standards, investing in equality and diversity training, and conducting regular accessibility audits are essential steps toward compliance.
By investing in accessible platforms, firms can improve user experience, expand their customer base, and future-proof operations against evolving regulations. Prioritising these initiatives will mitigate legal risks and also strengthen financial performance and brand reputation in an increasingly digital world.
Building an accessibility-first workforce
Ensuring digital accessibility compliance starts with employee awareness and training, equipping them with the knowledge to identify and address barriers.
Financial institutions must implement accessibility and inclusive design training at all levels, educating employees on the Equality Act, World Wide Web Consortium standards, and digital accessibility best practices.
Compliance training should be tailored to specific roles. For example, UX designers and developers should understand WCAG compliance and how to build accessible digital platforms, while marketing and content teams must ensure website copy, images, and media meet standards.
Meanwhile, customer service representatives should be trained to assist users with accessibility needs, ensuring that digital services are inclusive and easy to navigate.
By fostering an accessibility-first culture and equipping staff with the right knowledge, financial institutions can reduce compliance risks, improve user experience, and create more inclusive digital services.
Identifying and addressing accessibility gaps
To maintain compliance, financial institutions must establish clear processes for identifying, reporting, and addressing digital accessibility issues.
Just as businesses monitor cybersecurity threats, they should apply the same diligence to digital accessibility gaps, ensuring barriers are swiftly identified and mitigated. Key actions include:
- Routine accessibility audits to detect issues such as missing alt text, keyboard navigation failures, or poor colour contrast.
- Employee training on recognising and reporting accessibility concerns, ensuring that all departments contribute to an inclusive digital experience.
- User feedback channels, allowing customers to report digital accessibility barriers and usability challenges.
- Continuous compliance monitoring to ensure financial services remain accessible as technology and regulations evolve.
By integrating accessibility monitoring into existing risk management frameworks, financial firms can proactively address compliance issues before they escalate.
Regular testing and compliance assessments
Ongoing accessibility testing is essential to ensure compliance with legal requirements and best practices. Financial institutions should conduct:
- Automated accessibility scans to flag regulatory violations.
- Manual user testing, particularly with disabled individuals, to identify real-world usability challenges and ensure an inclusive experience.
- Annual accessibility audits, with clear remediation plans for addressing identified issues.
- Industry-recognised compliance certifications to align with financial services regulations and demonstrate a commitment to accessibility.
By making digital accessibility compliance a core component of governance, financial firms can future-proof their services, reach a wider customer base, and strengthen brand reputation in an increasingly regulated digital landscape.
Methodology
To assess the state of online accessibility across the financial services industry, Skillcast analysed data from over 270 leading UK companies spanning nine financially regulated sub-sectors using verified third-party sources. The evaluation considered key accessibility metrics, including performance, compliance with best practices, and accessibility scores based on:
- Google PageSpeed for overall website performance.
- WAVE Web Accessibility Evaluation Tools for identifying accessibility alerts.
- ARC Toolkit for detecting errors and adherence to best practices.
- Implementation of HTTPS protocols to ensure secure and compliant web infrastructure.
Each factor was assigned a score out of 10, which was then used to calculate an overall Accessibility Index score out of 80 for each financial sub-sector. This allowed Skillcast to identify the sub-sectors leading the way in digital accessibility, while highlighting those at significant risk of non-compliance with accessibility standards.
Accessibility in the finance industry: FAQs
What are the main accessibility regulations for financial institutions?
WCAG 2.2 (Web Content Accessibility Guidelines), the Equality Act 2010 UK, the EU Web Accessibility Directive and Section 508 (U.S.).
Who is responsible for accessibility within a financial institution?
It’s shared across digital teams, compliance, human resources (HR), customer service and marketing, and many appoint an accessibility lead or officer to oversee progress.
How can financial documents be made accessible?
By offering multiple formats, such as large print, Braille, audio, HTML or tagged PDF, using clear language and well-structured layouts, ensuring compatibility with screen readers and avoiding scanned text images that can’t be read digitally.
Want to learn more about Equality and Compliance?
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- Equality and Diversity for Managers Training Course
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