Bank of Ireland rewrites over 300 customer communications to improve accessibility

  • Part of preparations for European Accessibility Act which comes into effect on 28 June
  • New on-demand video sign language interpretation service launched online and in branches
  • 650 ‘Talking ATMs’ being installed in all Bank of Ireland branches over next three years

26 June 2025 – Bank of Ireland has rewritten over 300 customer communications in preparation for the European Accessibility Act (EAA), a landmark regulation that aims to ensure equal access to products and services for people with disabilities across the EU.

The updated communications span a wide range of banking services and products, including current accounts, loans, mortgages and credit cards. Each item, including letters, website content and brochures, has been reviewed and rewritten to be shorter, clearer and jargon-free, with a target reading age of 16 or below.

The initiative is part of a broader programme of accessibility improvements being carried out across the Bank ahead of the EAA coming into effect on 28 June. While most updates will be completed by the end of June, some changes will continue on a phased basis.

The broader accessibility programme changes include:

ATMs, debit and credit cards

  • Bank of Ireland is installing 650 new accessible ATMs across its branch network between now and the end of 2027. Each new machine features a high colour contrast screen, tactile keypads and an earphone socket, allowing customers to receive step-by-step voice guidance throughout their transaction

Since 2022, Bank of Ireland has been issuing debit and credit cards with tactile notches to help customers with sight difficulties insert them correctly into ATMs and payment terminals.

Telephony

To support customers who are deaf or have hearing or speech difficulties, Bank of Ireland has introduced new accessible communication options:

  • The introduction of SignVideo – an on-demand sign language interpretation service available through the Bank of Ireland website and in branches nationwide. It works by connecting customers with a qualified sign language interpreter in real time. Customers don’t need to register or make an appointment to use the service.
  • Phone calls can now be accepted through the Irish Text Relay Service, which enables the real-time translation of text into voice and vice versa.

Digital channels and services

The Bank is making a range of enhancements to improve the accessibility of its website and mobile app including:

  • Adding descriptive alternative text (‘alt text’) to onscreen images to ensure that customers using screen readers – software that reads out digital content for people who are blind or visually impaired – can understand the content of those images.
  • Adding closed captions to videos
  • Using high-contrast colour schemes for better usability

Áine McCleary, Chief Customer Officer, Bank of Ireland said: “We fully support the mission of the European Accessibility Act. By making our services and communications more inclusive, we’re helping to remove barriers and empower every customer to manage their finances. These enhancements will make banking more accessible for everyone, and Bank of Ireland remains committed to listening, learning, and continuously improving.”

Chris White, CEO of Vision Ireland, said: “Vision Ireland is pleased to be part of the user testing of Bank of Ireland new ATMs. We have engaged with individuals who have a range of disabilities, and we found Bank of Ireland’s ATMs to be among the most accessible we’ve encountered. Features such as clear audio guidance, tactile keypads, consistent interface layout, and high contrast screens significantly enhanced usability. Our testers reported a high level of confidence and independence when using these machines”.

For more details on these and other Accessibility supports available for Bank of Ireland customers, visit boi.com/extrahelp-accessibility.