News & Features

Inaccessible Digital Services Causing Huge Problems

Posted in News on Wednesday, September 9th, 2026

A new report published on 2nd September by Mova and AbilityNet reveals that poorly designed services cause deep, preventable harm to millions of vulnerable people across the UK. 

Vulnerability is far more widespread than most organizations realize, with FCA data showing that 49% of UK adults, over 26 million people, display at least one characteristic of vulnerability. In-depth research conducted by Versiti demonstrates that when digital service journeys fail and alternatives are missing, the practical and emotional costs are severe. Affected individuals face mounting anxiety, financial loss, lost independence, and a sense of learned helplessness. 

While vulnerable customers often welcome digital tools, they require flexibility when system barriers like complex authentication or timeouts arise. To prevent this avoidable harm, the report urges providers, regulators, and government to establish a cross-industry minimum service standard. 

Organisations must offer genuine choice across digital, phone, paper, and in-person channels, ensuring digital pathways remain accessible while allowing seamless escalation to human assistance. Furthermore, providers should communicate humanely using plain language, empower frontline staff to resolve complex issues directly, and embed inclusive design principles into continuous governance, product development, and staff training rather than treating inclusion as an afterthought. 

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