Communication in writing, denied by bank.

scotsilk

My bank has refused to communicate with me in writing and insists that the only option is by phone. I suffer from hearing loss and anxiety related to this. Is it legal for my bank to do this? Thank in advance for advice.

Thrugelmir

Can you not visit a branch and discuss the matter in person.

scotsilk

Thanks for replying, sorry I can't, it is a complicated matter and my local branch has long since closed down. I don't have a car, but did make a long bus trip to a branch in town, the staff were totally incompetent and my hearing impairment made the whole thing a farce

tacpot12

No, it's illegal. The Equality Act 2010 requires Banks to make reasonable adjustments for people with diabilities.

Write a letter of complaint citing the Equality Act 2010 and ask that they make reasonable adjustments to avoid having to call you on the phone. Suggest that they take advice about how to communicate with all customers who are deaf if they do not have any means to communicate with them currently.

scotsilk

Thanks for replying. I'm not totally deaf, but hearing impaired, especially if there is background noise, as there always is whilst dealing with call centres. Would this regulation still apply to me? I am worried that something will be said and I will not hear or have any record of it.

[Deleted User]

They probably make use of textphone which they say will mean they are meeting their obligations under the equalities act. Could you use a textphone?

scotsilk

Thank you for replying. I am not sure what textphone is. Does it require a special phone or handset? If so, I don't have any special equipment. I usually communicate by letter, text or email. It has not been a huge problem before, but my bank is being awkward and arrogant.

davidmcn

Have you actually told them you are hearing impaired and would prefer them to communicate with you in writing?

TrickyDicky101

What is it you want to communicate about them with? They should be sending you annual statements about your mortgage which should have a fair amount of information.

If you have notified them of your hearing impairment and yet they still refuse to make accommodations then you do have the option of making a complaint to them (you can do this in writing). If they still continue to ignore/refuse then you can ultimately refer the matter to the Financial Ombudsman Service (FOS).

tacpot12

scotsilk wrote: »

Thanks for replying. I'm not totally deaf, but hearing impaired, especially if there is background noise, as there always is whilst dealing with call centres. Would this regulation still apply to me? I am worried that something will be said and I will not hear or have any record of it.

Yes, the legislation will still apply to you as your disability requires an adjustment to be made. The legislation doesn't say you have to be deaf, I mentioned deafness because your bank should have a way to communicate with deaf people and there is no reason for them not to allow you to use the same facilities if you need to do so.

This page may be useful : https://www.actiononhearingloss.org.uk/live-well/products-and-technology/products-and-technology-to-help-with-profound-deafness/using-textphones/

Thrugelmir

scotsilk wrote: »

it is a complicated matter

Is letter correspondence a suitable method of resolving the issue then.