Building on its 2025 discussion paper, the report brings together evidence from banks, payment providers, terminal manufacturers, retailers and accessibility organisations to identify the barriers some customers continue to face when making card payments and the actions needed to address them.
UK Finance has published its latest report, Enhancing Accessibility in Card Payments, setting out a roadmap for improving accessibility across the UK's card payments ecosystem.
While many of the recommendations are aimed at the banking and payments sectors, the report also highlights the important role retailers have to play in delivering more accessible payment experiences. As payment terminals become increasingly touchscreen-based and integrated with wider point-of-sale systems, retailers are at the frontline of ensuring customers can pay independently, securely and with confidence.
What does the report say?
The report identifies a number of recurring accessibility challenges, particularly for customers who are blind or partially sighted, as well as those with dexterity or memory impairments. These include the increasing use of touchscreen-only payment terminals, inconsistent accessibility features, declining availability of physical PIN pads and limited awareness among both customers and retail staff of the accessibility functions already available on many devices.
To address these issues, UK Finance has made a series of recommendations across the card payments ecosystem. These include:
- continuing the rollout of the UK Finance Accessible Cards Code of Practice;
- improving the accessibility of payment terminals through greater standardisation and enhanced audio functionality;
- supporting work through the European Blind Union's new Terminal Accessibility Working Group to develop common accessibility standards;
- improving staff training and awareness across the payments industry; and
- encouraging further innovation, including biometric and voice-enabled payment technologies.
A consistent theme throughout the report is that accessibility should be designed into payment journeys from the outset, rather than relying on workarounds or additional assistance at the point of sale.
What does this mean for retailers?
Although retailers are not responsible for designing payment terminals, they play a critical role in how customers experience them.
The report recommends that larger retailers continue to provide access to physical PIN-pad devices while touchscreen accessibility continues to develop. It also encourages retailers to ensure staff understand the accessibility features available on payment terminals and are able to support customers where required, while maintaining customer independence and privacy.
For finance and operations teams, the report reinforces the importance of considering accessibility when reviewing payment infrastructure, procuring new terminals and developing staff training programmes. As payment technology evolves, accessibility is likely to become an increasingly important factor alongside cost, security and operational efficiency.
The report also recognises that many retailers have already invested in physical PIN-pad devices and recommends retaining these as part of the payment mix while industry works towards more accessible touchscreen solutions.
What happens next?
Rather than recommending new UK legislation, the report supports an industry-led approach to improving accessibility. A key next step will be the work of the European Blind Union's Terminal Accessibility Working Group, which brings together manufacturers, payment companies, accessibility organisations and UK Finance to develop more consistent accessibility standards for future payment terminals.
Alongside this, UK Finance is proposing the development of a voluntary cross-industry Code of Practice covering areas such as payment terminal provision, staff training, customer support and accessible information. The report specifically identifies an opportunity for the retail sector to help shape this work, recognising that improving accessibility will require collaboration across retailers, payment providers, manufacturers and banks.
Looking ahead
The report makes clear that accessibility is becoming an increasingly important consideration as payment technology continues to evolve. While many of the recommendations will require collaboration across the payments ecosystem, retailers can begin considering now how accessibility is reflected in procurement decisions, staff training and customer service.
As industry develops common standards and new technologies emerge, ensuring that payment journeys are accessible by design will be an important part of delivering an inclusive customer experience for all.
