[access-uk] Re: Should the format a customer receives Bank documents in be determined by the bank or the customer?

  • From: "Richard Godfrey-McKay" <richard@xxxxxxxxxxxxxxxxxxx>
  • To: <access-uk@xxxxxxxxxxxxx>
  • Date: Sat, 26 Sep 2009 15:16:37 +0100

Go back to the basics of the statute every time.  The service provider must
make reasonable adjustments to make the services accessible etc.  What they
must do is make reasonable adjustments in the provision of the service to
you, and that may involve providing different info in different formats.



Richard Godfrey-McKay

 

Tel: (01738) 445 880

 

Mobile: 07791-452593


-----Original Message-----
From: access-uk@xxxxxxxxxxxxx [mailto:access-uk@xxxxxxxxxxxxx] On Behalf Of
Alexander Shannon
Sent: 26 September 2009 14:59
To: access-uk@xxxxxxxxxxxxx
Subject: [access-uk] Should the format a customer receives Bank documents in
be determined by the bank or the customer?

Hi all,

Sorry for the slightly long subject line, but I'd appreciate some views on
the following situation from all list members, but particularly those like
myself, who can read both large print and Braille.

Up until now, I've always had correspondence from my bank in Large print.
However recently they have sent me some large print leaflets, one of which
although it is in large print extends  to 58 pages, or 59 if you count the
back cover.

As I can read Braille, and I can read that faster than large print, I went
to the bank and asked them if I could continue receiving statements in Large
Print but receive leaflets in Braille.

There answer was that they'd checked with the transcription departments in
the bank and I could only receive documents in one format.  Although I can
understand that there may be reasons why I can only receive documents in one
format, I was always under the impression that the customer was always
right, and anyway, I'm not asking for every document in Braille, I'm only
asking for documents in Braille which would take longer to read in large
print.

Does anyone have any thoughts on this?

Alexander Shannon


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