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 said the initiative, developed in partnership with accessibility specialists AccessAble, will help customers check in advance whether branches meet their needs, from step-free access to hearing loops and British Sign Language (BSL) support. Guides for more than 500 branches are already live, with all 605 set to be covered by the end of May 2026.

The push comes as high street banks continue to shut branches at pace – with 37 shops closing every day in 2024 – but Nationwide has pledged to keep all of its 605 sites open until at least 2030.

‘Purple Pound’ worth £446bn

The move is also designed to tap into the so-called ‘Purple Pound’ – the spending power of disabled households – estimated at around £446bn a year.

Despite this, research shows 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, linked via Nationwide’s branch finder, provide 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 expected to follow with similar guides for its 91 branches by the end of 2026.

Call for firms to follow suit

Nationwide is now urging businesses across all sectors to publish accessibility details online, arguing it is a simple and low-cost step that could make a major 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 backed the call, saying a lack of clear information remains one of the biggest obstacles for disabled people – both as customers and employees. They also stressed there is a clear commercial incentive, with firms that improve access more likely to attract repeat visits and recommendations.

High street lifeline?

With physical retail under pressure and branch closures continuing across the banking sector, Nationwide is positioning its accessibility drive as both a social and economic measure.

By helping disabled customers plan visits with confidence, the lender believes it can not only improve inclusion but also help channel more of the £446bn ‘Purple Pound’ back into Britain’s high streets.