BANK of Ireland has introduced new measures across its branch network to support customers who may need some extra help with their everyday banking needs.
As part of recent branch upgrades, 37 branches have received neuro-inclusive accreditation including Donegal town, Ballyshannon, and Killybegs. 44 more branches are planned by the end of this year, and the programme will continue into 2027. In addition, new ‘Speak Easy’ communication cards will be available in all 168 branches, enhancing accessibility for customers who experience communication difficulties.
These new measures reinforce the bank’s commitment to delivering an inclusive and accessible customer experience through both branch design and practical assistance tools.
Bank of Ireland has introduced new measures across its branch network to support customers who may need some extra help with their everyday banking needs. Pictured are (L:R): Claire Murray, Head of Inclusion & Diversity. Bank of Ireland; Alan Durcan, Director Distribution Channels & Branch Network, Bank of Ireland; and Jane Kealy, Director Customer Advocacy & Outcomes, Bank of Ireland. Pic: Naoise Culhane.
37 branches have achieved neuro-inclusive accreditation from auticon, the world’s largest autistic-majority IT consultancy and social enterprise. This accreditation assessment focused on consistency, accessibility, capability and confidence and will help create a calmer, more accessible environment for a wider range of customers. Branch employees will undergo neuro inclusion training to ensure neurodivergent customers are served consistently well.
Bank of Ireland is the first bank in the Republic to introduce the ‘Speak Easy’ cards. These easy-to-use cards feature simple images, colours and phrases to help customers with common banking requests and support needs such as checking an account balance, reporting a lost debit card, or accessing online support.
Jane Kealy, Director of Group Customer Outcomes at Bank of Ireland said:“The launch of Speak Easy Cards, alongside our neuroinclusive branch spaces, is another important step in our ambition to be a truly inclusive and accessible bank. We want every customer to feel supported in managing their financial needs, and initiatives like these can help build confidence and make banking easier for everyone.”
These initiatives add to the Bank of Ireland’s existing range of accessibility supports, including investment in new ATMs featuring high-contrast screens and an earphone socket that enables audio guidance throughout the transaction, SignVideo services for customers who use sign language, support of the Irish Text Relay Service, participation in the JAM Card and Hidden Disabilities Sunflower schemes, and access to alternative communication formats such as Braille, large print and audio documents.