Santander Bank Polska – a bank sensitive to the needs of people with hearing impairment

According to a recent report by the Commissioner for Human Rights, the most common challenge for people with hearing disabilities in Poland is using services in public places, as interpretation is not always available [1]. This week we celebrate the International Deaf Week, during which it is particularly important to think about the challenges this group faces on a daily basis.

Santander Bank Polska has been systematically developing the Barrier-Free Service program by introducing solutions tailored to the needs of different customer groups, including the deaf and persons with impaired hearing.

Every day we care about the accessibility of solutions for our customers with special needs. We are guided by the idea of inclusive banking, which provides universal solutions addressing the expectations of different groups of customers, which is why, among other things, since 2014 we have offered deaf persons n opportunity for online connection with an advisor using the Polish Sign Language

Marta Walaszczyk-Szymańska

responsible for the Barrier-free Services programme at Santander Bank Polska.

Service in Polish Sign Language can be easily accessed at any branch, as well as through online channels – via Internet and mobile banking, under the ” Contact” tab, and on the bank’s website, under the „Help and Contact” tab.

An important convenience is the network of barrier-free branches, among which there are branches with portable induction loops. This is a sound system for people with hearing aids, improving the comfort of conversation for people with impaired hearing. In the branches, properly trained and prepared advisors as well as „Priority Service” desks are also waiting for the customers.

For the visually impaired, the bank is expanding its network of ATMs with special features. Currently, the vast majority of our ATMs, more than 1,500, are equipped with at least one solution dedicated to people with special needs.

In order to be even more accessible for customers with different needs, the bank prepared advertising films, which are adjusted to the needs of deaf and blind persons. You can watch them on the bank’s YouTube channel and on the website of the Barrier-Free Service programme at, under the Accessible Communication tab.

On the occasion of the International Deaf Week, the bank has also planned an educational campaign addressed to its employees. On World Sign Language Day, 23 September, the bank is organising, among other things, a workshop to learn the basics of sign language and a meeting with external experts to present the perspectives and needs of deaf people.

Santander Bank Polska pursues its strategy in line with the Principles for Responsible Banking (PRB). The collection of responsible banking guidelines was developed in cooperation with global financial institutions and the United Nations.