My bank or utility providers won't send me letters or statements in my preferred reading format, what can I do?

Under the Equality Act 2010 your bank has to make reasonable adjustments to make sure everyone can access its services.

This includes providing bank statements in your preferred format, such as braille.


  • You should ask your provider to change their record of you preferred format.
  • You should never be asked to pay extra for the adjustments you require.
  • You should follow the provider's complaints procedure if you are unhappy.
  • If they can't help you, you might be able to make a complaint under the Equality Act 2010.

Further information can be found on our Equality Act 2010 webpage.

You can also contact our Helpline:

Did this answer your question?

Your feedback will help us to keep improving this website.

Make a donation

Right now we can only reach one in three of the people who need our help most.

Please make a donation and help us support more blind and partially sighted people.

Regular donation Single donation