A Payments Council report has found that the elderly and disabled people face a series of barriers in accessing and using payment systems.

Some over 80s and people with disabilities were able to overcome these barriers by capitalising on technological developments such as internet banking and smartphones. Supportive family also provide crucial help on a daily basis. However those living alone, the poor and digitally excluded can face limited access to goods and services as a result of the everyday payment barriers they face. Key areas identified in the report include: Physical barriers to the use of ATMs and bank branches; The visual presentation and lack of standardisation at ATMs; The challenges caused by dexterity, memory or visual impairment when using payment terminals, internet shopping or banking; The limited options for delegation of payments to others, while maintaining privacy.

Stephen Locke, the independent director of the Payments Council, who chaired the project Advisory Group, says: "Promoting inclusion in our payment systems is a critical part of what the Payments Council does. This research paints a vivid picture of the range of challenges that are faced by older and disabled people and will play a crucial role in ensuring their needs are placed front and centre of plans to improve our payment systems. Our focus is on how barriers can be removed and where different choices could help people overcome the obstacles they are experiencing.”

The results of the study will be incorporated into the policy analysis carried out by the Payments Council to identify and develop new solutions to be delivered as part of the National Payments Plan (NPP). Existing NPP projects that will be influenced by the research include a review of possible actions to improve access to cash and a review of the options for developing a new way of delegating payments.

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