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Written question asked by Baroness Shawcross-Wolfson (Conservative) on Thursday, 21 May 2026, in the House of Lords. It was due for an answer on Friday, 5 June 2026. It was answered by Lord Livermore (Labour) on Thursday, 4 June 2026 on behalf of the Treasury.

Financial Services: Proof of Identity

Question

To ask His Majesty's Government what steps they are taking to require financial services providers and other regulated entities to accept a broader range of identity documents for people who, by reason of disability, are unable to complete facial recognition verification; and what plans they have to issue guidance to relevant regulators on service providers' obligations under the Equality Act 2010 to make reasonable adjustments for such customers.

Answer

The Government is committed to ensuring that everyone can access and use financial services.

Financial services providers are bound under the Equality Act 2010 to make reasonable adjustments, where necessary, in the way they deliver their services. UK banks’ and building societies’ treatment of their customers is regulated by the Financial Conduct Authority (FCA), which requires firms to provide a prompt, efficient and fair service to all customers. This includes ensuring that services are designed and delivered in a way that meets the needs of customers, including those who may face barriers using particular channels or technologies.

Firms are expected to consider how they provide services to customers who are unable to use specific processes, such as biometric or digital identity verification, and to ensure that appropriate alternative approaches are available where needed.

Firms are expected to meet their existing legal and regulatory obligations. The Government has no plans to mandate that financial services providers accept specific forms of identity documents, or to issue additional guidance to regulators on firms’ obligations under the Equality Act 2010.

The Government’s Financial Inclusion Strategy sets out actions to improve access to financial services, including work with industry through an Inclusive Design Working Group to address potential barriers faced by consumers. The process to submit issues for this group to consider and prioritise closed at the end of April. The next window for submissions will open in early 2027.

Secondary information

Type
Written question
Reference
HL395
Session
2026-27
Subjects
Disability Biometrics Financial services Proof of identity Reasonable adjustments
Legislation
Equality Act 2010
Link
View this Written question on www.parliament.uk