RNID: For deaf and hard of hearing people.

[Your address]

[Address of specific branch or central customer services department]

[Date]

Dear [name of bank manager]

I am writing to bring to your attention my visit to [name and address of bank/building society branch] on [date]  I went to [address of branch – say if this is your home branch].  [explain why you had gone to the branch – for example, to pay in a cheque]

Give details of your experience. For example:

  • Staff did not know whether there was an induction loop or infrared system, or other appropriate equipment.
  • There was no induction loop or infrared system sign.
  • Staff did not know how equipment worked.
  • Staff were rude.
  • There was an infrared system but no headsets or no neck loop receivers.
  • The infrared or induction loop system, or other equipment, did not work.
  • There was no infrared system or induction loop system, and no alternative equipment was provided.

You should try to give the service provider clear detailed information. For example:

  • There were no signs indicating that an induction loop had been fitted.  I spoke to staff at the reception desk, who told me that induction loops were fitted to one of the cashier windows. When I went to the cashier counter, the loop was not working.
  • Where the induction loop was fitted was closed. 
  • None of the other cashier windows had signs saying that a loop was fitted.

If you took steps to try to resolve this issue at the time, please include this information. For example:

  • I explained the problem to the cashier, who went away to investigate.  When the cashier came back she told me that no one knew how to turn on the loop or check that the loop was working.

As you may be aware, Part III of the Disability Discrimination Act 1995 (DDA) states that it is unlawful for service providers to discriminate against disabled people by providing them with a lower standard of service, or service on worse terms for reasons relating to their disability. Also, since 1 October 1999, you have been required to make ‘reasonable adjustments’ to enable disabled customers to access your services. This includes altering practices, policies and procedures that make it impossible or unreasonably difficult for disabled people to make use of your service. It also includes providing auxiliary aids and services. Auxiliary aids include induction loops and infrared systems. 

Under the DDA, it is your responsibility to ensure that any ‘auxiliary aids’ you provide are carefully chosen and properly maintained. Induction loop systems must be installed in accordance with British Standard 7594. Neckloop receivers, as worn by hearing aid wearers using these systems, should conform to British Standard 6083, part IV. You should have signs clearly on display to indicate the presence of such equipment and staff should be aware of how auxiliary aids, such as induction loops or infrared systems, work and how to use them.

I enclose copies of the following factsheets produced by RNID, which provide more information about your legal duties and working with induction loops and infrared systems:

  • The Disability and Discrimination Act (1995) – a guide for providers of goods, facilities and services.
  • Induction loop and infrared systems – information for people managing public venues.

Please consider the serious issues that my experience has raised. I look forward to receiving your written response within 21 days.

Thank you for your cooperation.

Yours sincerely