One in five people in the UK are Deaf or hard of hearing, with many considering British Sign Language (BSL) their first language. Unlike English, BSL has its own unique structure and vocabulary, which can make switching to English difficult or even impossible for some. Recognizing this, Monzo has teamed up with SignLive, a Deaf-owned and Deaf-led interpreting service, to break communication barriers for BSL users.
About SignLive
Since its launch in 2014, SignLive has become a leader in accessible communication technology, boasting over 118 highly-trained interpreters who partner with UK businesses to provide seamless services. Their interpreters are skilled in anti-fraud measures and safeguarding, ensuring both security and accuracy in communication.
How SignLive Works
Accessing SignLive’s services is simple:
- Download the SignLive app on iOS or Android or visit their website.
- Create a profile and log in.
- Explore the directory of UK businesses offering interpretation services.
Using BSL to Connect with Monzo
To reach Monzo’s customer support team in BSL:
- Log in to the SignLive app.
- Select ‘Monzo’ from the business directory.
- Connect with a SignLive interpreter who will relay your conversation in real-time to Monzo’s support team.
The service is available every day from 7 am to 8 pm and ensures there’s no delay or added complexity to your call.
Monzo’s Commitment to Accessibility
This collaboration reflects Monzo’s dedication to making banking inclusive for everyone. By providing BSL support, Monzo empowers Deaf and hard-of-hearing customers to access essential financial services in their first language.
Learn more about Monzo’s accessibility initiatives and how they’re working to create a more inclusive experience for all.
Diane Lightfoot, CEO of Business Disability Forum, a business membership organisation in disability inclusion, explains why this is good news: “For many deaf people, BSL is their first language. It’s great to see banks, like Monzo, recognising this and changing the way they deliver their services to better meet the needs of disabled customers.
“Three-quarters of disabled consumers said that their disability and access needs influenced their choice of bank, to some extent, in research conducted by Business Disability Forum. Just over four in 10 said that having a range of contact options for customers was a key consideration when choosing a bank. We hope many other banks and financial institutions follow Monzo’s example.”
Through its own inclusive services, CaixaBank says it aims to ensure financial inclusion in-branch. The bank also promotes ATM accessibility, with some of its machines featuring high-contrast screens, videos in sign language, as well as voice-guided options for the visually impaired.
Josep Parareda, director of social action at CaixaBank, explains the importance of these initiatives: “CaixaBank advocates for accessibility in its broadest sense, not only offering customers all the possible channels to access our services but also by working to ensure these can be used by the largest number of people. Our work has therefore led us to eliminate as many physical and sensorial barriers that may prevent people with disabilities from accessing our facilities, products and services.
“Accessibility is essential for ensuring financial inclusion, and our social banking team has worked to do so through accessible POS terminals, inclusive finance, insertion accounts and most recently, our SVisual service, which allows customers to receive information on our financial services through simultaneous video interpreting in sign language delivered by a qualified interpreter in 120 of our branches.
“We plan to extend this service across our entire network in the first quarter of 2025, taking a further step forward in our commitment to financial inclusion in-branch.”
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