Lloyds Bank, Halifax and Bank of Scotland lead the UK in ‘advanced’ mental health accessibility rating

Following in depth assessments testing the accessibility of their services for people with mental health problems, the three banks were awarded the ‘Advanced’ accreditation, progressing from their ‘Essentials’ rating in 2020, making them the first UK firms to achieve this status.

The Mental Health Accessible programme was established by the charity after it discovered the extent that people with mental health conditions were prevented from carrying out essential financial admin, particularly during bouts of illness.

The programme recognised the advancements the three banks had made to adjust their services to support and accommodate difficulties caused by mental health problems such as when using the phone, concentrating, and the ‘admin anxiety’ that can be caused by an inability to carry out such essential life tasks.

Rosie Normanton, Head of Strategic Partnerships at Money and Mental Health, said, “We’re delighted that Lloyds Bank, Halifax and Bank of Scotland have achieved the next level of Mental Health Accessible accreditation - the first UK banks to do so. We are impressed with the great strides they’ve made in recent years to make their services more supportive for people with mental health problems, and we will continue to work with them to build on this progress further."

Steps taken to advance their accreditation included training for their staff in customer service, and customer service communications. They also used data-driven insights to identify and anticipate the needs of customers, like incorporating gambling blocks to prevent impulsive action which can be particularly prevalent during mental illness episodes, along with staff training to support the mental health of colleagues.

Normanton added, “When you’re struggling with your mental health, managing your bank account or getting in touch with customer service teams can be incredibly difficult. But when you’re also faced with hard-to-access support - or a service which simply isn’t designed with people with mental health problems in mind - that can very quickly turn into an impossible task.

“With 1 in 2 adults likely to experience a mental health problem in their lifetime, it’s vital that financial services firms are equipped to support people struggling with their mental health. We want to help other banks and essential services providers better understand the needs of these customers - and develop solutions to make their services more accessible and supportive. In the context of the Consumer Duty and the ongoing cost of living crisis, it’s vital that banks act to ensure that all their customers can easily access the services and support they need.”

Catherine Rutter, Group Customer Inclusion Director and Group Sponsor for Neurodiversity at Lloyds Banking Group, said, “We’re proud to have been recognised as the first three financial organisations to achieve the ‘Advanced’ rating from the Mental Health Accessible programme facilitated by Money and Mental Health Policy Institute. By working to ensure our products and services are accessible for customers with mental health problems we’re proving our organisation is a force for good, especially as 1 in 2 adults in the UK are likely to experience mental health problems during their lifetime.

“Lloyds Bank, Halifax, and Bank of Scotland were previously awarded the ‘Essentials’ rating but with further enhancements made to make our services more accessible we are proud to have achieved the advanced rating. Receiving this accreditation showcases the organisation’s commitment to Helping Britain Prosper.”