Banking highlights that 93% of its ATMs are now adapted for those over 65

A total of 6.5 million people aged over 65 have benefited from the extended hours of bank branches.

As of the end of 2023, banks had 93% of their ATM network adapted for those over 65, representing a two percentage point improvement compared to the previous year, according to the annual report of the Financial Inclusion Observatory, prepared by the three banking associations (AEB, CECA, and Unacc).

The document, which Europa Press has accessed, indicates that the average time to resolve ATM incidents remains at one working day, one day less than the commitment accepted in the protocol signed to improve service for the elderly.

Regarding the adaptation of digital channels, with simplified language and views, banking entities are still working on enhancing their websites, mobile applications, and ATM adaptability, in line with the commitments they must meet in accordance with European accessibility regulations.

As for in-person service, branches with extended hours (from 09:00 to 14:00) remain at 81%, unchanged since the end of 2022. In rural areas, this service time advances to 88% of the total. The associations indicate that since these measures were adopted, the extended hours have benefited 6.5 million people aged over 65.

On their part, the telephone service has been used by 2.4 million elderly clients, who have been assisted in 5.7 million calls during 2023.

660,000 clients received financial education

During the past year, nearly 660,000 clients aged over 65 received financial, digital, and/or fraud prevention training. Additionally, a total of 60,800 employees have been trained in the specific needs of the older age group.

The associations have also highlighted the digitalization of their clients through the use of Bizum. Thus, 55% of users aged 55 to 64 use it. This percentage stands at 33% for users aged 65 to 74, and 11% for those over 75.