I understand what you say Steve, but see below.
Quote from Ombudsman
"HSBC have said it has liaised with its equality and diversity manager
about this. Unfortunately, it advised this is an option they're
unable to provide but if it were, they would have happily arranged
this for you."
So the bank seems to have given the ombudsman the
impression that what I wanted can not be done,
and if it could be done they would do it.
Surely you are aware it can be done.
the ombudsman also said
"HSBC explained statements that are not Braille printed are also
printed on both sides of the paper. It explained customers who
receive non-Braille statements aren't provided the option to have
one sided paper statements either."
The truth is, a print statement for the sighted,
has statement details on one side of paper.
There is general information on back of ech printed page,
and funny enough, that general information is same on back
of each and every print page.
So the sighted get, what i want, ie statement
details on one side of page.
Derek
-----Original Message-----
From: access-uk@xxxxxxxxxxxxx [mailto:access-uk@xxxxxxxxxxxxx] On
Behalf Of Tyler, Steve
Sent: Wednesday, November 11, 2015 1:36 PM
To: access-uk@xxxxxxxxxxxxx
Subject: [access-uk] Re: braille from HSBC technical issues
Derek.
I am not in a position to start a discussion about this (I'm away at
present) but just to note: if this is a preference on your part rather
than a requirement then I think the bank can justify it's position in
that you receive information in a format you can access, albeit not in
a form you would prefer (ie,single sided); that, from a duties
perspective, I would suggest is a nice to have rather than a
requirement. In the same way, people may prefer all kinds of ways in
which their statements, for example, are laid out; a bank or any one
else will make a decision based on optimal access for most people -
what it won't do is deliver according to preferences in every
conceivable permutation.
There are exceptions to everything but as a rule I'd say a braille
reader can read braille when printed on both sides of the paper.
Depending on your reasons for arguing the case, you may find yourself
in the position of having to deliver some evidence for your position -
I think that would be difficult to do.
-----Original Message-----
From: access-uk@xxxxxxxxxxxxx [mailto:access-uk@xxxxxxxxxxxxx] On
Behalf Of Derek Hornby
Sent: 11 November 2015 11:38
To: access-uk@xxxxxxxxxxxxx
Subject: [access-uk] Re: braille from HSBC technical issues
Notice they don't want to consult
with George, or Steven Tyler.
Also they say
"don't have the option to print Braille statements on one side"
But they do have the option.
Seems Ombudsman believes, what the bank says is true.
-----Original Message-----
From: access-uk@xxxxxxxxxxxxx [mailto:access-uk@xxxxxxxxxxxxx] On
Behalf Of Shaun O'Connor
Sent: Wednesday, November 11, 2015 11:25 AM
To: access-uk@xxxxxxxxxxxxx
Subject: [access-uk] Re: braille from HSBC technical issues
That reads to me like a poor excuse for allowing companies to put
profits over and above the needs of people who have a particular
access requirekent in arder to make effective use of said services.
I don't read braille but anyone who reads braille will know that
braille on both sides of a sheet can be problematic due to bleed
through caused by the embossing process.
although havning said that, this is a matter the ombusman may not be
familiar with and I dare say HSBC are either not aware or don't care.
and of course there is that rather knotty question of what the legal
definition of "reasonable adjustment" means.
eND OF RANT..
ATB
Shaun
On 11/11/2015 11:14, Derek Hornby wrote:
The Ombudsman has sided with bank!statements
See below
Quote
"I'm not disputing that there is an option to have Braille
printed on one side. What I was trying to explain is that HSBCone
unfortunately don't have the option to print Braille statements on
side - as this is what it told me. HSBC is required to makereasonable
adjustments to allow its customers to use its services in the sameway
aseveryone
else. Although I appreciate you'd prefer to have your bankstatements
printed on one side, I can't say HSBC must fulfil your individual
preference. The change HSBC has made with its Braille services in my
opinion is reasonable.information,
I appreciate you think HSBC have provided me mis-leading
but I don't have any reasons to doubt what they've said. You've also
disagreed with the idea that HSBC do this to cut down on paper.
You've said non-Braille statements have general information on the
back of each page, therefore these statements are one sided. I
appreciate the point you've made here, however this is HSBC's choice
and it may have a business need to do this.don't
Thank you for letting me know that you're happy for me to speak to
your sister, George Bell, or Steve Tyler. But I don't think it is
necessary for me to speak to them as I feel I have understood your
complaint from what you have told me and our service already.
Unfortunately my opinion on your complaint remains the same as I
think HSBC have made unreasonable changes to its Braille services.is
I would also like to explain that as a service we try to resolve
consumer-business disputes informally. We are not here to punish
businesses or to tell them what to do. We have no such power as it
the role of the Financial Conduct Authority to regulate thisindustry.
I hope the above has been clear and helpful.
Yours sincerely,
Salma Begum-Ali
adjudicator | Financial Ombudsman Service
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