Today, Blind Ambition shines a spotlight on a troubling incident involving Birmingham Midshires Building Society, where systemic failures in accessibility and communication led to unnecessary stress and potential financial harm for Seema Flower, our founder and an award-winning advocate for disability inclusion. This experience underscores the urgent need for financial institutions to adopt inclusive practices and adhere to the principles of the recently launched Disability Finance Code for Entrepreneurship. Financial institutions could start by implementing practical measures, such as:
- Making a personal call to blind customers when their account has a problem.
- Sending a text message warning of an issue, which can be easily accessed using mobile phones equipped with screen readers by the blind community.
However, banks must also address security concerns to ensure customers can trust that the communication is genuine. With the increasing use of mobile phones equipped with screen readers by the blind community, text messages can be an effective and accessible way to communicate. However, banks must also address security concerns to ensure customers can trust that the communication is genuine.
The Issue: A Direct Debit Disaster Seema recently completed a property transaction through her financial advisor. However, the first payment was missed because the direct debit setup contained a critical error: a single incorrect digit in the sort code. This mistake was not due to any fault on Seema’s part—she had provided accurate information—but rather an error made during the setup process which converted a 7 into a 1.
Instead of taking proactive measures to rectify the issue for their blind customer, Birmingham Midshires sent a printed letter informing Seema ‘We couldn’t set [the direct debit] up because: No Account.’. This letter, inaccessible to Seema as a blind individual, failed to consider her needs under the Equality Act 2010. Had someone not been available to read the letter to her (which in itself is a very personal communication, and she should have the right to be able to deal with such matters in private), Seema could have faced escalating consequences, including accruing interest in the missed payment and potential damage to her credit file. This is a financial instrument in Seema’s name for which is personally responsible. She should be able to deal with this and future situations directly with her bank. The person in the call centre wanted to send a form which would allow another family member to deal with things for her in future, but that’s not the point. Seema is an intelligent, capable woman, and under the Equality Act 2010, she has a right to deal with her affairs directly with the bank.
The Real-World Impact of Oversight Financial setbacks like these are not mere inconveniences for Disabled entrepreneurs; they can have profound ripple effects. Imagine if this error had gone unnoticed for just a few more days during the busy holiday season. Seema’s credit file, critical to her ability to secure future financing as an entrepreneur, could have been further compromised.
This incident is not an isolated event but part of a broader pattern of financial institutions failing to make reasonable adjustments for Disabled customers. It’s a stark reminder of the barriers Disabled entrepreneurs face daily—barriers that prevent them from accessing financial services equitably.
The Bigger Picture: Addressing Structural Inequalities Seema’s recent speech at the House of Lords highlighted the urgent need for systemic change. Birmingham Midshires, an online trading name of Bank of Scotland plc, which is part of Lloyds Banking Group—a founding signatory to the Disability Finance Code for Entrepreneurship—must also demonstrate accountability in adhering to this groundbreaking initiative. While 25% of UK entrepreneurs are Disabled or neurodiverse, only 8% of loans are granted to this group. This disparity not only limits individual potential but also holds back the UK economy. By addressing these inequities, financial institutions could unlock an additional £230 billion in business turnover.
The Disability Finance Code for Entrepreneurship, launched in collaboration with the Department for Business and Trade, UK Finance, and other key stakeholders, offers a roadmap to address these issues. Key commitments of the Code include:
- Inclusive Design Principles: Ensuring banking products and services are accessible to all.
- Support for Disabled Founders: Providing mentoring, networking opportunities, and resources tailored to Disabled entrepreneurs.
- Proactive Communication: Avoiding inaccessible formats and ensuring swift, empathetic responses to issues like the one Seema faced.
A Call for Accountability This incident with Birmingham Midshires highlights why financial institutions must not only commit to but fully implement the principles outlined in the Disability Finance Code. Reasonable adjustments are not optional; they are a legal and moral imperative. Proactively addressing errors, offering accessible communication, and prioritising the needs of Disabled customers are steps every financial institution must take to foster trust and inclusivity.
Conclusion: From Advocacy to Action Seema’s experience is a powerful reminder of the work that remains to be done. For financial institutions, embracing inclusivity isn’t just about compliance—it’s about recognizing the value and potential of all their customers. As a signatory to the Disability Finance Code, Lloyds Banking Group has an opportunity to lead by example and ensure that all its subsidiaries, including Birmingham Midshires, are fully aligned with the Code’s commitments. As Seema eloquently stated at the House of Lords, “Disabled entrepreneurs matter, and our efforts are valued.”
Blind Ambition calls on Birmingham Midshires and all financial institutions to uphold their commitments to equality and inclusion. Only by doing so can we ensure a future where opportunities are truly accessible to all.
For more insights into Seema’s advocacy and the Disability Finance Code for Entrepreneurs, read our recent blog post: Seema Flower Speaks at the House of Lords: Championing the Disability Finance Code for Entrepreneurship.
Update: Seema has received a large print letter dated 14th Dec warning of the problem so they know Seema is blind (but she can’t read large print so would have to wait for someone to read this letter to her).
