Information about our accessibility

What do we mean by accessibility?

For banks, accessibility means that as many people as possible can use our services and products, even if you have a disability (if you are blind or visually impaired, cannot hear well or have difficulty using a part of your body, for example). By our services, we mean what you can register with the bank for, such as a securities account or mortgage loan. By products, we mean the tools you need to be able to use our services, such as a bank card or banking app.

What rules apply to accessibility?

Banks needs to follow certain rules to make sure as many people as possible can use the services and products we offer. These rules apply to all banks in Europe. The rules cover different topics. Below we explain the relevant topics and how we comply with the rules.

An explanation of our products and services and how you can use them

A summary of this is provided below in this document. We indicate where you can find more detailed information on each service and product (on our website, for example). You can always request this information from us as well. You can read how to contact us earlier in this document.

You can find and use information in different ways

You can access and use our information digitally on the website or in the app, or on paper if you don't do digital banking or you simply ask us to do so. The digital information is designed to be read out loud when you use a screen reader or text-to-speech app. We will also be happy to explain this to you if you contact us.

Easy-to-understand information

We write everything as clearly as possible in plain language. Sometimes we need to use specific financial terms. We explain these words where necessary so that it's clear what we mean. For some services, we also check in advance whether you have sufficient knowledge of the subject matter to understand the service.

You can also use our services and products with sensory impairments

We make sure that you can also use our services and products if you have a sensory impairment or are missing a sense – if you can't see, hear or talk (very well), for example. This also applies to the ways you can contact us. We also consider other possible physical limitations.

Text and photos or images are clearly visible or can be customised

We make sure that text and photos or images are clearly visible, with clear colour differences and an easy-to-read font. If the standard letters or images are too small to see clearly, we'll make sure you can enlarge them in the app or on the website.

You don't need to be able to see colours to use a service or product

We make sure that you can use our services and products without being able to see colours.

Explanation of video, photos, images and sound

When we use video, photos or images to provide information, we explain what they show. Our aim is that this can be read out loud by a screen reader or text-to-speech app. When we use sound, we always aim to provide subtitles or a description of the content as well.

No flashing or rapidly changing images

We avoid using flashing or fast-changing images to ensure a calm viewing experience.

Use of equipment

Do you use any standard equipment? A screen reader, for example? In that case, we will make sure you can use this equipment to access our services and products.

Online banking

We make online banking as easy as possible. You can generally log in, transfer money and sign agreements with so-called biometric identification. This is a way of verifying a person's identity based on unique physical characteristics, like a fingerprint or face. You can always do your online banking in another way as well, with an access code or QR scanner, for instance.

Our staff are ready to answer all your questions about accessibility

Our staff are always at your disposal if you need any help. They can also tell you more about available tools.

How do we ensure consistent compliance with the accessibility rules?

We continue to improve our services and products. We keep an eye on any changes in the accessibility requirements. And we stay up to date on new developments. For example, new tools may become available that require some technical adjustments. We also want to hear from our customers what they think about our products and services – and whether they are able to use them properly.

We have set up a method to monitor if there is a chance that we're not complying with certain rules. This includes investigating any complaints and questions we receive from our customers. In addition, we examine whether our services and products meet the rules with various checks we perform ourselves.

What can I do if something isn't working properly?

Every now and then, you may experience an issue with our services and products. Or something may not work as well as we want it to. If you are unable to use a feature or you think we could do better as a bank, contact us.

Explore our contact options here.

Accessibility website and documents

We do everything we can to make our website and the documents we publish fully accessible to everyone. At the moment, some of our documents are not yet fully accessible. More specifically, this concerns various publications, activity reports and so on that were archived in PDF format. The cost of making these documents accessible would be disproportionate.

If you experience problems accessing any other information (PDF, images, etc.) or web pages when visiting our website, please let us know.