Santander Spain and its commitment to Accessibility

Santander Spain is committed to accessibility, with the aim of offering the best service to all our customers. To this end, we have developed a specific strategy to ensure the concept of accessibility is integrated across the organisation.

Our philosophy recognises universal accessibility as a right of all individuals and a key factor in achieving our purpose of contributing to the progress of people and businesses.

Our Strategy defines the established objectives and the actions we are carrying out to ensure continuous improvement of accessibility in our digital, face-to-face and telephone channels, and in the products and services we offer to all our customers.

Our goal is to raise awareness on the culture and management of universal accessibility across Santander Spain, by rolling out actions, procedures and tools that improve the environments, products and services we offer. In our daily work, we not only comply with our legal and regulatory obligations regarding accessibility, but we also aspire to exceed expectations, focusing on areas where our actions can have the greatest impact, contributing to the progress of more people and companies in an inclusive, sustainable and accessible way.

Thus, at Santander Spain, we are committed to ensuring that all properties, channels, products and services currently offered to customers progressively include the physical, visual, auditory and cognitive accessibility requirements established by the regulatory framework. Santander Spain is also committed to ensuring that all new implementations are based on universal design and that this design is maintained throughout their life cycle.

Thanks to our commitment, we have been certified by AENOR under the Commitment to 360º Accessibility certification, which recognises us as an organisation that has integrated accessibility strategically across all areas and permanently in all areas of our activities.

AENOR - Compromiso con las Accesibilidad 360º

See AENOR certificate

Contact us

Need any help?

We are here to help you with accessibility issues.

You can contact our team at:

Telephone no: 915 123 123
Email: accesibilidad@gruposantander.es

Do you have any complaints related to accessibility?

If you have noticed that any of our products or services need to improve their accessibility, you can submit a formal complaint at:

Telephone no. 915 123 123
Access the Claims and Customer Service department.

Universal Accessibility Strategy

Our way of achieving this

Our Channels

Accesibility Statement

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Universal Accessibility Strategy

Our way of achieving this

Our Channels

Accesibility Statement

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What is our 2025/2030 Universal Accessibility Strategy?

Santander Spain is committed to accessibility, with the aim of offering the best service to all our customers, and we have developed a specific strategy to ensure that this is integrated throughout the organisation. It recognises universal accessibility as a right of all individuals and a key factor in achieving its purpose of contributing to the progress of people and businesses.

The 2025/2030 Universal Accessibility Strategy sets the path to follow and has the following strategic framework:

Purpose

To contribute to the progress of people on equal terms, guaranteeing universal accessibility to the assets and property owned by the Bank and to the products and services it markets, with a view to meeting the needs of its customers and end users. 

Mission

To raise awareness on the culture and management of universal accessibility across Santander Spain, by rolling out actions, procedures and tools that improve the environments, products and services we offer.

Aim

To lead the drive for digital accessibility in the financial sector, being a benchmark as an inclusive institution that ensures universal accessibility in digital banking.

Our way of achieving this

1. Including accessibility in:

The culture and governance of the organisation.
Awareness-raising and Training.
Diagnosis and continuous improvement.
Processes, resources and tools.
Knowledge management and transfer.

2. Promoting accessibility in our ecosystem through:

Organisational leadership and impact on stakeholders.
Accessibility in the Customer Experience.
Regulatory and technological analysis and monitoring.
The generation of strategic alliances.
Communication and awareness.

Accessibility in our channels

Digital Channels: We work to include accessibility in our digital environments - Public Website, Customer Website and Personal App - so that they can be understandable, usable and accessible to all people. We include physical, sensory and cognitive accessibility requirements and ensure that they are compatible with assistive technologies (such as screen readers). In addition, we have a Declaration of Conformity that informs customers about the level of compliance with these technologies.
Contact Centre: We offer a telephone support service with trained staff and the necessary solutions to meet the needs of people with accessibility requirements. We have a video call service with a Sign Language interpreter and employees specialising in inclusive care who provide information and who can understand our customers' needs, among other personalised services.
Branch network: The branches are designed taking into account the necessary criteria for our customers to be able to move around, handle products, communicate and orient themselves independently. We have adapted service points, routing strips, hearing loops, ischial supports, clear signage and an understandable environment. We also have trained staff to assist customers with accessibility needs.
Cashpoints: We work to ensure that our cashpoint software and hardware is accessible to everyone, applying criteria of visual, auditory, physical and cognitive accessibility. Among other features, we offer voice guidance, screens with accessibility criteria and interfaces and understandable messages for customers. We also work to ensure that cashpoints are easy to use and in easily accessible places.
Plain language: We are adapting our communications to a language that is understandable to everyone. We review our contracts, product sheets and priority information applying the principles of plain language, such as using simple structures, direct vocabulary (level B2) and visual formats that facilitate reading and understanding.

Santander Spain Accessibility Statement

Santander Spain is committed to making its websites, mobile applications and software accessible, in compliance with the European Accessibility Act, Directive 2019/882/EU, which applies to Europe, and Spain, in compliance with Law 11/2023, of 8 May, transposing European Union Directives on the accessibility of certain products and services, migration of highly qualified persons, taxation and digitalisation of notarial and registry actions; and amending Law 12/2011, of 27 May, on civil liability for nuclear damage or damage caused by radioactive materials.

For these websites, mobile applications and software, the requirements of Standard UNE-EN 301549:2022 and WCAG 2.2 AA apply, in accordance with the provisions of Law 11/2023.

To carry out the specific Declarations of Conformity for each of the digital assets, Santander Spain has requested an independent third party, Ilunion Accesibilidad, to conduct the audit and issue the corresponding accessibility compliance reports. These statements reflect the level of compliance achieved, the regulations applied, the date of issue and the link to the technical report issued by said entity.

Santander Spain has made public its commitment and the updating of its accessibility statements according to its status, based on the bank's compliance with the current regulations.

Below are the accessibility statements for Santander Spain's different websites, mobile applications and ATM software: