85% of disabled consumers say they haven’t requested additional support from firms

Community driven, open-sourced project aims to improve accessibility to essential services

UK, July 5, 2022: More than three-quarters of disabled consumers have not shared their support needs with businesses and organisations when accessing essential services, according to the latest research from Experian.

 Some 85% of disabled consumers and those with support needs said they had not explained to their bank or building society how they could be better supported when interacting with them, a trend repeated with credit card (90%) and pension providers (91%)*.

For those that have shared their support needs, 70% are satisfied with the extra support they receive – demonstrating that the support can be put in place once organisations are aware of people’s needs.

The findings come as disability experts, campaigners and businesses call for contributions to a new community driven, open-sourced website which aims to improve accessibility for people when dealing with businesses and other organisations.

The Support List (www.WhatWeNeed.Support) has been created in recognition of the challenges faced by those with additional support needs. It has been driven by leading disability and accessibility specialists, Dan Holloway and Chris Fitch, and informed by the lived experiences of more than 1,400 disabled people and those with additional support needs.

Those behind the project, including main sponsor Experian and other firms including Lloyds Banking Group, NewDay, HSBC, Co-Operative Bank and Tesco Bank, are hoping members of the disabled community will share their experiences to allow the List to expand its guidance, allowing it to incorporate a wider range of support needs over time.

 What is the Support List?

The list is intended to be a publicly available starting point to promote dialogue between disabled people and those with additional support needs, and businesses looking to support the needs of their customers in delivering products and services.

It is a broad list, initially focusing on the areas of sight, hearing, and mental health and dementia, and outlines consumer preferences in the following categories:

  • Telephone communications
  • Written communications and in-person meetings
  • Communication preferences
  • Other support needs

The list will expand over time to cover more disabilities, vulnerabilities, and circumstances, informed by the lived experiences of contributors, and then tested by organisations to see how readily they can be put in place.

The ambition is that the Support List will be used to develop standardised approaches and responses to those with disabilities and support needs, which can be used across multiple industries and sectors, to benefit people with support needs anywhere in the UK. It will be iterated over time based on feedback from consumers and industry.

Dan Holloway, Co-convenor of the Futures Thinking Network at The Oxford Research Centre for the Humanities, said: “As disabled people we are used to having to repeat often highly personal, information to every organisation disabled people deal with, just to be able to access services others take for granted. We hope that this project will help break the cycle of exhaustion and trauma that has such a disastrous impact on our lives."

Chris Fitch, Consumer Vulnerability Lead at the Money Advice Trust, and Research Fellow at the University of Bristol said: “Firms have a legal, regulatory, and business imperative to make changes that allow disabled and vulnerable consumers to access and use their products and services.  Support List connects firms with people – so firms can understand the changes people need, and disabled and vulnerable people can change the way firms understand their needs.”

Paul Speirs, Managing Director, Digital Consumer Information, Experian UK&I, said: “I am proud that Experian has played a role in supporting the creation of the Support List resource over the past year. We hope the website will act as a catalyst for knocking down barriers that are faced by disabled and vulnerable people every day.”

Kathryn Townsend, Government Disability & Access Ambassador (Banking Sector), said: “Companies that provide services on an on-going basis, such as finance, energy and telecommunications, have a unique opportunity to deliver personal, accessible experiences for their customers – and yet many disabled people still face barriers.

“The financial services industry has been leading the way on accessibility, but there is more that can be done across all sectors. The Support List provides a welcome resource which puts disabled people’s voices at the heart of the solution, and will hopefully help address some of the challenges that companies cite.”


To find out more about the Support List, including how to submit your own contributions, visit www.WhatWeNeed.Support

To download the Support List whitepaper, visit https://www.experian.co.uk/business/campaigns/support-list

 * Research conducted by Revealing Reality, based on interviews and questions of 1,400 disabled and vulnerable people, October 2021.

 Below is a list of practical support needs the project has identified as part of the Support List, related to sight disabilities.

 Writing to me:

Send to me in a format I can listen to

Send to me in braille

Send digital communications in a format compatible with screen readers

Send in large print

Meeting me:

I cannot attend meetings in person

I need longer appointments

I have someone that will accompany me to provide support

I have an assistance dog that will accompany me

I prefer to meet in a quiet space

I prefer to meet in an open area with people around

I require a manual deaf-blind interpreter to be present

Other people:

I have someone who helps me make decisions

Dan Holloway – biography

Dan Holloway is a disability activist, Co-convenor of the Futures Thinking Network at The Oxford Research Centre for the Humanities, CEO and founder of Rogue Interrobang, a spin-out of the University of Oxford.

Chris Fitch – biography

Dr Christopher Fitch is Consumer Vulnerability Lead at the Money Advice Trust, and is also a Research Fellow at the University of Bristol.

Since 2007, he has led a programme of award-winning guidance, research, training, and intervention on consumer vulnerability.

This has involved improving practice in more than 300 firms, over 30,000 staff, and across the essential service sectors of banking, energy, water, telecoms, retail and beyond.

About Experian 

Experian is the world’s leading global information services company. During life’s big moments – from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers – we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organisations to prevent identity fraud and crime.

We have 20,600 people operating across 43 countries and every day we’re investing in new technologies, talented people, and innovation to help all our clients maximise every opportunity. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index.

Learn more at www.experianplc.com or visit our global content hub at our global news blog for the latest news and insights from the Group.