Laboral Kutxa’s “Accessibility 360” project addresses accessibility in a comprehensive, cross-cutting way and is directly linked to financial inclusion. By improving communications, services and physical spaces, the bank enables anyone, regardless of financial literacy, age or social background, to use banking services independently and securely.
The bank’s accessibility work is underpinned by a comprehensive diagnosis carried out in 2023 by Ilunion, an accessibility consultancy from the ONCE Group that includes people with disabilities. It covered branches, telephone, online banking and ATMs, plus account opening and mortgages, with expert auditors and users with visual, physical and hearing disabilities, and older customers.
Action has followed, with particular emphasis on language accessibility: contracts and commercial documents are being rewritten in clearer language. Ilunion’s recommendations guide the physical accessibility of renovated branches. Customers aged 60 and over have convenient options in branches and by phone, plus help to build digital skills, and a basic payment account is available for people who struggle to access financial services.
Staff are part of the change. In 2025, 1,273 employees in the commercial network were offered an online course on disability and universal accessibility, and 99.5% completed it. Another 35 central services staff attended in-person workshops.
“Accessibility 360” shows that inclusion means removing the barriers that keep people from using financial services, so more people can take part confidently in economic life.
