Accessible communication and language in branches
We are working to make our contracts and documents easier to understand. To achieve this, we have adapted our main contracts and documents to clear and accessible language.
To ensure that the documents we provide use plain language, we apply a writing methodology and a readability scale that verifies the language meets a B2 level according to the Common European Framework of Reference for Languages. Our goal is for all documents to be accessible PDFs—clear and understandable for everyone.
Sign language interpretation service
We have launched a new service in our branches for customers with hearing disabilities. The initiative, called SVisual, allows customers to receive information about financial services through a real-time video interpretation system in sign language, supported by a professional interpreter.
This service ensures that appointments with customers who are deaf or hard of hearing run smoothly, improving transparency, promoting autonomy, and reducing potential misunderstandings. Thanks to SVisual, customers can also receive clear and concise explanations of complex investment or financing proposals.
SVisual is a free service. Customers can book an appointment by emailing their relationship manager or through the CaixaBankNow app.
Branch accessibility
Our branches are designed to be physically accessible with access ramps, automatic doors and counters adapted for people with reduced mobility. This inclusive approach ensures that all our customers can access our services conveniently and independently.
Commitment to accessibility at ATMs
All of our ATMs in Spain are now designed to be accessible, including features such as sign language help videos, voice-guided options for people with visual disabilities, easy-to-understand menus and high-contrast screens. These features ensure our services are inclusive and accessible for all.
Continuous innovation and improvement
As part of our commitment to accessibility, we are involved in programmes such as APSIS4all, which seek to develop technologies to enable everyone, regardless of their needs, to bank at our ATMs independently.
We are working to evolve accessibility towards a universally accessible ATM transactions menu with no need for prior activation of a high-contrast menu or a voice-guided menu.
Our ATM accessibility menus make it possible to activate high-contrast and voice-guided menus, combining these features with a Braille keyboard which allows visually impaired customers to interact with them.
Commitment to digital accessibility
We are committed to creating an inclusive digital experience for all our customers. We implement internationally-recognised accessibility standards, such as the Web Content Accessibility Guidelines (WCAG), to ensure that our digital services are accessible to all.
This includes embedding features such as keyboard navigation, screen reader compatibility and colour contrast optimisation.
Our goal is to provide a barrier-free digital experience allowing all users to access our services efficiently and conveniently, and so we are working to achieve WCAG 2.2 Level AA on all our websites and apps.
Accessibility and the Obra Social
Welfare Programme Through its Obra Social Welfare Programme, CaixaBank, known for its firm social commitment and vocation to serve and work in the general interest, undertakes social, educational, cultural, scientific and environmental initiatives. In keeping with the spirit of responding to social needs without excluding anyone, Obra Social has designed all the pages on its website to be accessible. In compliance with WAI requirements, web standards have been applied in the construction of the web portal pages using HTML for the content and CSS for the layout. In addition, the following elements have been incorporated:
- Aids for viewing the contents
- New window notifications
- Format change notifications.
- Aids to visualize the contents.
- Option to increase and decrease the font size.
- Option to change the background or text colours.
- Alternative text in images.
- Clear and concise links that can be understood out of context.
- Spoken web browser access.
- Accessible videos with subtitles and alternative content.
Strict supplier selection
We ensure that all our suppliers meet established accessibility standards, such as the Web Content Accessibility Guidelines (WCAG). This commitment guarantees that the products and services we procure are accessible to all customers, regardless of ability.
Collaboration and training
We foster close collaboration with our suppliers to ensure they understand and apply best accessibility practices. We provide resources and training to help them continuously improve the accessibility of their products and services. We also maintain an open and ongoing dialogue to address challenges and ensure accessibility expectations are consistently met. Together, we work to build a more inclusive and accessible digital environment for all customers.
Through its payments subsidiary CaixaBank Payments & Consumer, CaixaBank offers in Spain the Visa card with Braille code, designed to help visually impaired individuals make purchases independently. Developed in collaboration with ONCE and Visa, this solution is available on CaixaBank’s MyCard Visa.Today, many visually impaired people shop online but rely on others to read or input their card number, expiration date, and CVV—details that are long and difficult to memorize. This dependence limits their autonomy and poses a security risk, as they must share their card information with others.
Braille Pack for everyday use
The new card has the same design and features as any other CaixaBank Payments & Consumer card, but key purchasing information is printed in Braille. Customers receive a pack of two cards for convenient use across all channels: One is a standard contactless card for in-store payments and ATMs, featuring a tactile notch for easier handling. The second card includes all necessary information—card number, expiration date, and CVV—in Braille, designed specifically for online purchases.
