Customer Service

Statement on the accessibility of Banca March's customer service

In line with Banca March's commitment to ensuring inclusive, quality care, initiatives are being developed and implemented to provide accessible services tailored to the needs of people with disabilities and the elderly. These actions are part of our overall accessibility strategy, in compliance with the provisions of Law 11/2023, of 8th May, on the accessibility of products and services, which transposes Directive (EU) 2019/882 of the European Parliament and of the Council.

Regulatory framework

Law 11/2023 establishes specific requirements regarding accessibility in treating people with disabilities, guaranteeing their right to understand, use, and benefit equally from the products and services offered by banking institutions. This regulation addresses, among other aspects, the need to provide training to direct care staff, establish accessible communication channels, and implement procedures adapted to the functional diversity of users.

Mandatory accessibility training

Banca March is implementing actions to ensure accessible and inclusive care. Within this framework, an accessibility training course has been developed, with the aim of improving staff's ability to understand the needs of customers with disabilities and provide them with appropriate care. This training addresses aspects related to the proper management of diversity, the provision of accessible information, and the promotion of inclusive communication.

In addition, Banca March is in the process of validating and approving a specific protocol for serving customers with disabilities, which aims to establish clear guidelines to ensure a banking experience that is tailored to and respectful of their needs.

On the other hand, the Banca March Customer Solutions Centre (available at this link) has a free text field within the contact form that allows users to detail any type of query, suggestion or incident. This space can also be used to communicate any circumstances related to disability or specific accessibility needs, thus facilitating personalised and more effective care.

Industry commitment to personalised care

Banca March, as an entity integrated into the Spanish financial sector, subscribes to the Decalogue of measures agreed in February 2022 by AEB, CECA and Unacc, aimed at improving care for the elderly and people with disabilities. This initiative includes commitments such as:

• Personal, non-automated telephone support.
• Extension of in-person service hours (minimum 8:30 a.m. to 2:00 p.m.).
• Preferential service in offices during times of high traffic.
• Adapted mobile applications and web pages with simplified view and language.
• Guaranteed telephone support from Monday to Saturday with extended hours.
• ATM repairs within a maximum of two business days.
• Staff training in attending to the elderly.
• Financial, digital, and fraud prevention education programs tailored to the customer's profile.

Institutional commitment

Banca March will continue to strengthen the necessary measures to guarantee accessible, inclusive, and respectful service to its customers. This includes the continuous improvement of training processes, validation of the specialised care protocol, and monitoring the degree of compliance with the standards established in Law 11/2023.

This statement will be updated as new developments are consolidated or relevant regulatory changes are introduced.