The building society has already made the change in 500 high street outlets
Nationwide has become the first major UK banking provider to publish detailed access guides in a move that boosts accessibility across the UK.
The building society announced the scheme, created in partnership with accessibility specialists AccessAble, will enable customers to determine in advance whether branches suit their requirements, from step-free access to hearing loops and British Sign Language (BSL) support. Guides for more than 500 branches are already available, with all 605 expected to be included by the end of May 2026. The initiative arrives as high street banks continue to close branches at speed – with 37 shops shutting every day in 2024 – but Nationwide has committed to maintaining all of its 605 sites open until at least 2030.
‘Purple Pound’ worth £446bn
The initiative is also intended to tap into the so-called ‘Purple Pound’ – the spending power of disabled households – estimated at around £446bn a year.
Despite this, research reveals many firms are failing to cater for disabled consumers:
- 82% say missing accessibility information is the biggest barrier
- 79% struggle to judge whether a service will meet their needs in advance
Separate data suggests businesses that get accessibility right could reap significant rewards as 70% of disabled customers return to accessible venues with 66% recommend them to others Nationwide said clearer information could help revive struggling high streets by attracting more customers. What the guides include
The new guides, accessible through Nationwide’s branch finder, offer detailed and visual information on:
- Step-free access
- Layout and entrance details
- Hearing assistance such as loops
- Lowered counters
- Communication support, including BSL
- Availability of safe spaces for domestic abuse support
Virgin Money is anticipated to introduce similar guides for its 91 branches by the end of 2026.
Call for firms to follow suit
Nationwide is now calling on businesses across all sectors to publish accessibility details online, maintaining it is a straightforward and low-cost measure that could make a significant difference.
Stephen Noakes, Nationwide’s Director of Retail, said the responsibility should not fall solely on banks. He said the Treasury Select Committee was right to examine financial inclusion, but added that “other sectors have a role to play too”.
He said making accessibility information available was one of the simplest changes firms could implement, adding that businesses should “start with sharing the facts”.
Accessibility groups supported the appeal, stating that a lack of clear information remains one of the biggest barriers for disabled people – both as customers and employees. They also emphasised there is a clear commercial incentive, with firms that improve access more likely to attract repeat visits and recommendations.
High street lifeline?
As physical retail faces challenges and bank branch closures persist, Nationwide is framing its accessibility initiative as both a social and economic measure. By assisting disabled customers to plan visits with confidence, the lender believes it can not only enhance inclusion but also help redirect more of the £446bn ‘Purple Pound’ back into Britain’s high streets.
