Banking service accessibility

Physical accessibility

We want to ensure that all customers feel comfortable and safe at our branches. A call button is installed outside every branch. This enables you to receive the help you need to get into our branches. All branches are adapted for customers with wheelchairs, ensuring easy access. 

To improve safety, we have introduced contrasting lines on the floors to help avoid accidents. Branches are equipped with counters of a suitable height with plenty of room for your legs. This makes it convenient for customers in wheelchairs to use our services. 

All our branches have sound amplifying devices, allowing customers with hearing impairment to feel safer during their visit. We also have the option of being served in a private room. Our aim is to create an environment where everyone can feel comfortable and receive the services they need without obstacles. 

Specifics on service for deaf customers and those with hearing impairments

Deaf customers and those with hearing impairments can access all the bank’s services. Our employees are trained and can help, and information is also available on our website, app and online bank. We can communicate using visuals and, if necessary, in writing. Our branches are fitted with hearing induction loops. If you need to use this service, please inform our employees. 

Specifics on service for visually impaired and blind customers

We also serve blind and visually impaired customers at all our branches. Our online bank, mobile app and website are specially adapted, and our employees are trained and able to help. 

Queue management at our branches

We serve customers at Citadele branches by appointment and on a first-come, first-serve basis. Our customer service specialists will meet you and invite you to a customer service counter. If all our customer service specialists are serving customers, please wait in the customer service waiting room. As soon as we can serve you, we will approach you. 

Our aim is to provide fast, high-quality service to all customers. If someone with special needs arrives, our employees will assess the situation and provide the necessary help and support. 

On accompanying persons and how they can access branches and take part in customer service  

Accompanying persons are able to be present during customer service. Our employees will always ask why the customer requires the presence of their companion. If the accompanying person needs to be present while the customer is served, they will need to show their passport or ID card.

If the customer only requires mobility help, the accompanying person can help the customer to the service counter, then return to the waiting zone. There is no need to show their ID. The customer service specialist will invite the accompanying person back to help the customer at the end of the visit. 

When booking an appointment, please inform the employee or include information on the application form under “Notes” if you require any additional support while we are serving you. 

On plain language explanations of agreement texts

If a customer requires an explanation of an agreement text in plain language, they can contact a customer service specialist by phone or at a branch. We plan on offering explanations of our most popular service agreements in plain language before signing if needed.  

Access to ATMs, including during the transition period

Citadele’s ATMs are also adapted to accessibility requirements. The screens are high contrast and use a large font. The actions that can be completed at our ATMs are described in simple language with clear choices. 

Our bank cards include information in braille, as well as a notch to help you enter the card in the ATM correctly. 

On access to our website

The Citadele website has been designed in accordance with WCAG 2.2 A accessibility standards. We use accessible language on our website, and general information on our banking services is also available in simple language. The site is adapted for various needs, for example, using particular colour contrasts. 

The site can be navigated using just the keyboard. You can navigate by repeatedly pressing the Tab button or arrow. To select a button or link, press the Enter button.

You can use your browser to increase or reduce the font size. 

The content can be read aloud using screen reader programmes. The site’s content has been created in accordance with technical standards for screen readers, allowing you to, for example, hear the text and descriptions of the images. 

On accessible authentication devices

For authorisation in our online bank and mobile app, customers can use our authentication devices which are integrated into mobile devices. Depending on the technical specifications of your mobile device, the font can be enlarged on our authentication devices, and you can use screen reading. 

We will keep working on making our online banking and mobile app content suitable for all accessibility needs. When we create new content and functions, accessibility requirements are taken into account during development. Everything new is created with the opportunities and needs of our customers in mind. 

On Adele, our virtual assistant

Our assistant, developed with the help of AI, is learning the principles of both simple and plain language. Customers can receive extremely simple, clear answers to their questions. To ensure access for all customers, we are also working on Adele’s plain language skills.