Accessibility at ING Luxembourg

We have been working actively on this for several months. We want everyone to have easy access to banking information, products and services.  

In practical terms, what does this mean for you? 

www.ing.lu website offers accessible images and multimedia content, as well as improved contrasts. Images that communicate information have a description that can be consulted using a voice assistance tool.  

My ING's main services work with screen readers. The buttons are clear and errors are vocalised by the assistance tools. We make it easier to enter information in forms by suggesting formats. The focus, i.e. the selected element of a web page, is now visible on these journeys.  

We offer a video appointment service with your advisor that is compatible with a screen reader.

Texts on www.ing.lu website, My ING, marketing content and client communications are written in B2 language, clear and accessible to everyone.

Our payment cards have a notch to make them easier to insert into ATM.

All employees, especially those in charge of welcoming and advising clients, have been trained in the Accessibility Directive. 

A dedicated procedure allows you to ask a question or make a complaint relating to accessibility, so that we can provide you with a clear and rapid response: Lodge a complaint regarding accessibility.

Coming soon:

In My ING app:

We are finalising corrections to enable keyboard navigation on the most frequently used customer journeys.

We are gradually adapting the PDFs to make them accessible.

We are going to adapt all the secondary customer journeys.

Accessible language:

Together with the ABBL, we are drafting B2 language sheets to explain banking products and services.

A B2 language version of our General Terms and Conditions will be available for better understanding.  

ATM :

Current ATMs will be replaced by accessible ATMs with low keyboards and voice assistance.

Frequently asked questions

 These tools vocalise the actions carried out on a site or application. There are several screen readers, for example :

  • For computers: NVDA
  • For smartphones :
    • Talkback on Android
    • VoiceOver on iOS

These features are already integrated into your phones, without the need for an additional application.

Level B2 corresponds to a text that can be understood by an independent user. B2 does not mean simplistic, but clear. Sentences are generally short (less than 15 words) with a simple structure. Technical and legal words are explained. The aim is to enable everyone to understand the content quickly and easily.

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