Accessibility statement - Danske Bank digital services

Our obligation to ensure accessibility

Danske Bank is under an obligation to ensure that its digital services are accessible to all customers, including people with disabilities. We aim to meet recognised standards for accessibility so that everyone can enjoy and benefit from using our platforms and websites.

Compliance with requirements

As part of our work to comply with the requirements of Danish Act no. 801 of 7 June 2022 and the European accessibility act, our goal is to adhere to the Web Content Accessibility Guidelines (WCAG), version 2.1, and in a few areas, we are already working on the new requirements in version 2.2, which contains an additional six guidelines.

Accessibility status

The level of accessibility can be categorised as follows:

The platform is fully accessible (meets all requirements).
The platform is partly accessible (meets some requirements).
The platform is not accessible (does not meet most requirements).

It is our assessment that our digital services partly meet applicable accessibility requirements. Below is an overview of our most important digital services and their levels of accessibility:

• danskebank.dk/personal: Partly accessible
• Danske Mobile Banking: Partly accessible
• Danske eBanking/Danske Letbank: Partly accessible
• Tool for financial overview (Monthio): Partly accessible
• ATMs: Partly accessible

Known accessibility challenges

We have identified various areas in which accessibility can be improved. These challenges may affect users who apply aids or alternative methods for interacting with digital content:

Navigation and functionality

Some functions are not accessible via a keyboard, which makes navigating difficult for keyboard users as they risk getting stuck in fields. Repeated blocks cannot be skipped, and the order of focus during navigation is often illogical. Moreover, unexpected windows open without warning, interactive elements are identified inconsistently and requirements for multi-touch gestures make navigation more challenging. In addition, ATMs have no emergency button for getting help.

Visual accessibility

A low contrast between text and visual elements and a limited text size and distance adjustment affect readability. Wrap mode can cause problems with understanding content, and screen magnification is not available on ATMs, which further limits accessibility.

Structure and content

The lack of text alternatives to non-text-based content and insufficient technical naming make it difficult to use aids. Also, fields, headings and pages do not clearly describe their purposes, which may cause confusion for users.

Input and error identification

Error messages are not linked clearly to the relevant fields, and there are no instructions or suggested corrections in case of input errors. Automated completion does not work in all relevant fields, which may make the process more cumbersome.

Language and technical setup

Language indication for help technologies is not available, and fields have not been correctly set up to support aids. ATMs have no audio guide services that can assist users in more than one language.

Customer service and alternatives

Even though ATMs have limited functionality, customer service offers alternative solutions to meet user needs.

Ongoing improvements

In order to improve accessibility across our platforms, we have initiated an extensive programme, which includes the following:

• Continued development of existing systems with focus on accessibility to be implemented on all relevant platforms
• Training of staff members to increase internal awareness of accessibility and inclusive design practice
• Integrated work processes to ensure that existing and future product designs comply with applicable accessibility standards

We are in the process of developing and implementing new systems, while at the same time regularly monitoring existing platform accessibility. We do our best to solve critical accessibility issues as quickly as possible within the framework of current technology and infrastructure. Our focus is on ensuring that all users are given a satisfactory experience while we implement lasting solutions.

In the meantime, we can be contacted for help if accessibility issues prevent you from using our products and services. You can contact our colleagues here:

Welcome to Danske Bank’s Sunflower Helpline
Please call us on 45 14 24 24
Opening hours: Monday to Friday between 9.00am and 9.00pm