Accessibility

Our relationship is based on forging a close relationship with clients, expertise, and continuous improvement. For this reason, we remain committed to providing the highest standard of service while working towards building a more accessible and inclusive bank.

This commitment involves ensuring that our products and services are accessible to everyone, with particular focus on individuals with disabilities. It also entails communicating in a simple and clear manner to meet the needs of all our clients.

This is reflected across various areas of our operations:

We are implementing universal design principles in our digital services (commercial website and mobile app), in line with the Web Content Accessibility Guidelines (WCAG 2.2, level AA). We strive to improve usability and the browsing experience, in collaboration with recognised specialists.

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The Bank maintains its commitment to improving accessibility by removing barriers across digital channels.

Should you have any questions or difficulties using digital channels, the Bank offers a free phone helpline (900 810 807), exclusively for accessibility-related matters. To operate by telephone, you need to register at the branch for this specific service.

The Bank makes available to customers the email address Accesibilidad@bancsabadell.com for any questions or assistance they may need.

Furthermore, a video call service with a sign-language interpreter is available both remotely and at the branches.

In our physical locations, we continue to adapt our branches in accordance with established timelines and the measures outlined in the new regulations.

We are expanding the range of available services to ensure appropriate accessibility and to provide a tailored service model. This includes options such as requesting documentation in Braille and scheduling appointments supported by video calls with a sign-language interpreter.

To improve customer service and customer satisfaction, we have launched specific training for branch staff. This training is delivered by a specialised partner in the field of accessibility, with a view of offering a more inclusive and higher-quality service.

In the area of payment methods, we have introduced significant improvements aimed at enhancing accessibility. For cards, all new issues now include a notch to help with tactile identification.

Furthermore, visually impaired clients can also request a card in Braille format. This can be arranged at any branch. For more information, please visit our dedicated page www.bancsabadell.com/bsnacional/en/braille-cards/.

We are also upgrading our current network of ATMs, taking accessibility requirements into account. This includes the replacement of outdated ATMs to ensure they meet the criteria for adapted hardware, with measures such as adjusting the height in new installations and updating the software, with particular attention to usability for different user groups.

For point-of-sale (POS) terminals, we have implemented software enhancements focused on core functions such as usability and operability, in line with market best practices. Work is ongoing to incorporate new accessibility features, making payment systems in businesses and shops more inclusive.

At Banco Sabadell, we value your feedback and are constantly striving to make our products and services more accessible. If you encounter any issues or have questions regarding accessibility on our digital channels (website or mobile app), branches, or products and services, please get in touch through the following channels.

Email: : Accesibilidad@bancsabadell.com 
Telephone: 963 085 000 Monday to Friday from 8.00 am to 10.00 pm or call our Customer Service Department on freephone 900 700 010.

We appreciate your patience and cooperation as we work to improve the accessibility of our products and services.

This statement was last updated in June 2025.