Banking that works for every customer, at every step

Where finance meets the accessibility rules

Banks and payment providers: consumer banking services are one of the service categories of Directive (EU) 2019/882. National laws have applied them since 28 June 2025. Annex I of the directive adds requirements specific to banking, for example on identification, security and how understandable your information is. Annex I, Section IV, point (e) requires that identification methods, electronic signatures, security and payment services are perceivable, operable, understandable and robust, and that information does not go beyond level B2 (upper intermediate) of the Common European Framework of Reference for Languages (Directive (EU) 2019/882, as of 10 November 2026).

Insurers: insurance is not listed as a separate service category. But e-commerce services are covered: services provided at a distance through websites and apps, at the individual request of a consumer, with a view to concluding a consumer contract (Article 3(30) of Directive (EU) 2019/882). If consumers can take out a policy with you online, that journey falls under this wording, from the quote calculator to the signature. Pages that only inform, pure B2B products and micro-enterprises that provide services are outside the scope. National laws transpose the definition; as of 10 November 2026.

Fintech: if consumers open accounts, pay or borrow through your app, assume you are in scope unless you are a micro-enterprise. The quick check gives a first indication.

Supervision often involves the financial regulator. In France the DGCCRF works with the Banque de France, the ACPR and the AMF; in the Netherlands the AFM covers financial service providers; in Ireland the Central Bank of Ireland covers its sector; in Sweden PTS supervises banking services.