Financial Services Accessibility

Banks, credit unions, and financial technology companies must provide accessible digital services. As banking moves increasingly online, accessibility is essential for financial inclusion.

ADA Public Accommodation

Banks and financial institutions are expressly listed as "places of public accommodation" under ADA Title III. Courts consistently apply website accessibility requirements to financial services.

Why Financial Accessibility Matters

26%

of US adults have a disability that may affect digital banking

78%

of Americans use mobile banking apps

Active

DOJ enforcement against inaccessible financial services

Key Digital Touchpoints

Critical Features:
  • Account login and authentication
  • Account balance and transaction history
  • Bill pay and transfers
  • Check deposit
  • Statement access (accessible PDFs)
  • Account alerts and notifications
Common Issues:
  • CAPTCHA without accessible alternatives
  • Session timeouts without warning
  • Complex authentication not keyboard accessible

Accessibility Requirements:
  • VoiceOver (iOS) and TalkBack (Android) compatibility
  • Touch target sizing (minimum 44x44 points)
  • Biometric alternatives for all authentication
  • Clear, accessible error messages
  • Accessible check capture functionality

  • Credit card applications
  • Loan applications
  • Account opening
  • Mortgage applications
  • Investment account setup
Critical: If a customer cannot complete an application independently due to accessibility barriers, this creates discrimination liability.

Physical accessibility requirements for ATMs and self-service kiosks:

  • Audio output (speech) for blind users
  • Tactile input options
  • Accessible height and reach
  • Privacy for audio output
  • Large print display options

Regulatory Considerations

ADA Title III

Banks are expressly listed as places of public accommodation. Websites and mobile apps must be accessible.

Standard: WCAG 2.1 Level AA (de facto)

Section 504/508

Credit unions and financial institutions receiving federal funds or serving federal agencies must comply with Section 504/508.

Standard: WCAG 2.0 Level AA

CFPB Guidance

The Consumer Financial Protection Bureau has emphasized that inaccessible digital services may violate the Equal Credit Opportunity Act (ECOA) and other consumer protection laws.

Security vs. Accessibility

Financial services face unique challenges balancing security with accessibility:

Security Feature Accessibility Challenge Solution
CAPTCHA Visual CAPTCHAs block screen reader users Audio alternatives, invisible CAPTCHA, or alternative verification
Session timeouts Users may need more time Warning before timeout with option to extend
Multi-factor authentication SMS/phone calls may not work for all users Multiple MFA options (app, hardware key, etc.)
Biometric login May not work for all users Always provide non-biometric alternatives

Priority Checklist

Critical Login and authentication accessible
Critical Account management keyboard accessible
Critical Bill pay and transfers accessible
High Applications fully accessible
High Statements in accessible formats
Medium Mobile app screen reader tested
Finance Quick Facts
Primary Law
ADA Title III
Key Areas
Online banking, applications, mobile apps
Standard
WCAG 2.1 Level AA
Regulator
DOJ, CFPB, OCC
Resources
Other Sectors