Banks face legal action over access

From October 2004, any business that can not be accessed by a disabled person faces legal action.

But with less than a year to go before the Disability Discrimination Act takes effect, many of Scotland’s high street banks have yet to make changes.

Specifically, the law says that premises must be adapted and physical barriers removed to ensure that disabled people can use the service.

However, one Royal Bank of Scotland wheelchair-bound customer from Lenzie cannot get into his local branch because of steps.

His access to his own cash is further restricted because the nearest cashpoint he can use is at the Royal Bank on Argyle Street in Glasgow.

Another RBS wheelchair-bound customer in Peterhead has to ring the doorbell of her local branch in order for staff to come out and serve her in the street.

Disabled customers of Bank of Scotland fare little better in some areas. One from Kyle of Lochalsh whose nearest branch is a Bank of Scotland has never been able to use the branch as it is on a raised pavement with steps at either end, which she cannot navigate with her electric wheelchair.

Banks who fail to take action risk not only alienating their disabled customers but also their friends and family.

In an NOP survey carried out for the Disability Rights Commission, over two-thirds of disabled people’s friends and families who had been told of their bad experiences said they would consider using an alternative bank.

Bob Benson, Scottish director of the Disability Rights Commission, said: "Every business has just one year to make the improvements needed to welcome disabled customers. The DRC is here to help Scottish business be open for all.

"Small improvements will bring great benefits. Businesses will avoid the penalties of failing to make changes and reap the dividends of the 50 billion annual spending power of disabled people."

Lloyds TSB Scotland, which admits that its Hanover Street branch in Edinburgh is inaccessible for disabled users, is engaged in a refurbishment programme of its branches in Scotland.

A spokesman said: "New and refurbished buildings are designed with the needs of the disabled customers in mind. Wherever possible level or ramped access will be available and automatic doors will be provided." He added that this would also be of great assistance to the bank’s customers with pushchairs.

LTSB says the Hanover Street branch is a particular problem because of the building’s listed status and Edinburgh City Council’s planning rules. But the bank points out it has installed ramps at their other branches in the city and that its Union Street branch in Aberdeen, which faced similar access problems, has been fitted with a lift.

"In the case of Hanover Street, it would not be in the customers’ interest for us to try to put a ramp up the stairs as the slope would be too steep.

"We are trying to make sure that all branches are adapted and equipped as far as possible to the new access standards requirement by Oct 2004," he said, adding that any plan to put in a lift at Hanover Street would be subject to planning permission as it would involve knocking down walls to widen the entrance.

"We offer our customers accessibility in a great number of alternative ways, including the ability to use any branch of Lloyds TSB Scotland, internet banking around the clock, telephone banking around the clock and a large number of wheelchair accessible ATMs.

"Any customer who has difficulties doing business with us can approach us for assistance and we will be delighted to help them," he said.

• Do you have difficulty accessing your local branch or cash machine? Or has your bank been extremely helpful in accommodating your access needs? If so write to Smart Money, The Scotsman, 108 Holyrood Road, Edinburgh, EH8 8AS.