Corporate Responsibility
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We take care to be accessible to people with disabilities

September 21-27 is the International Week of the Deaf, which aims to showcase the challenges faced by people with hearing loss. More than 6 million people in Poland have hearing problems.*  Santander Bank Polska responds to the needs of this group of customers through its „Barrier-Free Service” program.

We systematically introduce solutions tailored to the needs of people with disabilities so that they can benefit from banking in all access channels – in branches, online or by phone.

Among the available solutions, people with different special needs will find, among others, branches without architectural barriers, „talking” ATMs, they can also take advantage of customer service provided via the video channel in Polish sign language. We do our best to be accessible and we keep learning about new accessibility needs every day because we know how important it is for our clients not to experience any barriers when using banking services

Marta Walaszczyk-Szymańska
Santander Bank Polska

Since 2014 we have been offering deaf people a video chat with an Online Advisor providing customer service  in the Polish Sign Language. Such advisors can be easily reached at every branch, as well as in online channels via Internet and mobile banking and on the Bank’s website in the „Help and Contact” tab. The advisors provide information on the client’s products, advise on how to safely use e-banking services, and if necessary, they can cancel a payment card. Moreover, during the conversation with the advisor it is possible to learn the details of the current product offer, have one’s creditworthiness examined and submit an application for a product.

Our flagship project is a network of barrier-free branches. Their full list can be found on the website. Our branches have appropriately trained and qualified advisors and Priority Service desks available for clients which are equipped in special solutions, such as frames facilitating signing of documents by blind people.

Additionally, many of our 162 barrier-free branches offer portable induction loops. This is a special type of sound system for people with hearing aids. Thanks to these devices, the comfort A network of „talking” ATMs is another convenience available for people with disabilities. Such ATMs are also equipped with a high-contrast or fade screen option to ensure safety and comfort for customers with visual impairment.

In addition, Santander internet and Santander mobile are systematically audited for accessibility for customers with disabilities.

In accordance with the requirements of the Act on Ensuring Accessibility for Persons with Special Needs of July 19, 2019, the bank has also introduced the possibility of applying for the so-called accessible documents provided for in the Act (including non-personalised contract templates, regulations), remotely or at branches.

In order to be even more accessible to clients with different needs, we have prepared advertising films, which are tailored to the needs of hearing-impaired customer’s using Polish Sign Language and blind people. They can be watched on the bank’s YouTube channel and on the website of the Barrier-free Service Program in the Available Communication Channels tab.

We also carry out  a project called the Differently Abled. The aim of the project is to strengthen the awareness of the needs and rights of people with disabilities in the work environment, to break down possible barriers related to employment and to increase the number of teams composed of differently abled members.

September 23rd was the International Day of Sign Languages – established in 2017 by the United Nations General Assembly. We encourage you to watch the video we have prepared for this occasion. Our colleagues will show us some useful words in sign language.

We strongly believe that knowing even a few basic signs and using them in contact with deaf people is an opportunity to demonstrate openness and understanding of their rights and needs.