What is the European Accessibility Act (EAA)?

This European regulation requires products and services to be accessible, especially for people with disabilities. Several business sectors are affected, including banking.  

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.  

In my ING app, payment services work with screen readers and keyboard navigation. 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.

A B2 version of our General Terms and Conditions is available for better understanding.

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

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 gradually adapting the PDF documents to make them accessible.

We are going to adapt investment services.

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.

Accessibility Accessibility statement Lodge a complaint regarding accessibility
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