Without barriers or difficult words. Santander Bank Polska focuses on accessible and understandable communication
Santander Bank Polska works systematically to ensure the availability of its services. Regardless of whether customers use the mobile app or visit a branch, the bank strives to make every form of contact intuitive, understandable, and accessible.
In accordance with the requirements of the Polish Accessibility Act, Santander Bank Polska has introduced a number of improvements: from simple language and a user-friendly format for documents, through digital solutions compliant with WCAG standards, to self-service devices tailored to individual customer needs.
Plain, clear, and inclusive
One of the bank’s activities is the consistent simplification of the language and format of documents for customers. Agreements, regulations, and information materials are prepared in accordance with the principles of friendly and inclusive communication and digital accessibility standards.
In the new format, the documents feature shorter sentences, larger fonts and spacing, a logical structure, gender-neutral language, and a direct style that reduces the distance between the sender and the recipient. These documents are also marked with the “Accessibility and plain language” symbol. PDF files are prepared with readability and compliance with the international WCAG standard in mind.
Ensuring accessibility is not a one-off project, but an ongoing process. It is necessary for everyone, not only people with disabilities, but also those who need temporary support, e.g. after surgery, during illness or when caring for a small child. We strive to make accessibility a built-in feature of every point of contact with the bank, from our website and branches to the way we talk to customers. We are constantly working to make our services more intuitive, clear and user-friendly.
The Santander Bank Polska website and mobile application are designed to work with screen readers and enable keyboard operation. Appropriate headings, form labels, alternative descriptions for graphic images, and contrasts that meet accessibility requirements are used.
Our employees are trained in inclusive communication and simple language. Customers can contact us by phone, chat, or video call, which is also available to deaf people who can use the help of advisors speaking Polish sign language.
Accessibility in branches and self-service devices
On the bank’s website, under the tab Branch and ATM locator – Santander, more information can be found about the architectural accessibility of the bank’s branches. Selected branches are equipped with portable induction loops, guide paths, Totupoint tags, tactile maps with a function to call an advisor, as well as signature frames and mini magnifying glasses.
Self-service devices, such as ATMs and cash deposit machines, have a high-contrast mode and voice assistance, allowing transactions to be carried out with voice instructions. In addition, the bank’s payment cards have a special “blind notch” that makes them easier to use for blind and visually impaired people, e.g. when withdrawing cash.
All these features are designed to ensure the most comfortable access to banking services, regardless of the customer’s needs. For more information about Santander Bank Polska’s accessibility initiatives go to Barrier-free service.
