Communication cards help banking customers access services or report scams

Dr Rasha Kassem – senior academic and leader of the Fraud Research Group at Aston University – believes communication cards that help Nationwide customers access services or report scams is a step in the right direction.

She said: “From a fraud perspective, this is a positive initiative because being able to communicate quickly and clearly with a financial institution can be particularly important when someone has concerns about fraud or has experienced fraud.

“People with communication difficulties can face additional barriers when trying to explain what has happened, particularly in situations that may already be stressful or confusing. Fraud perpetrators may also deliberately create urgency, pressure and uncertainty, making accessible routes to support especially important.

“Tools such as Speak Easy cards could help reduce some of those communication barriers and enable people to raise fraud concerns more easily. Giving someone a straightforward way to indicate “I am concerned about fraud” or “I need help with this transaction” may also give branch staff an earlier opportunity to identify concerns, ask appropriate questions and provide support.

“However, an accessibility tool cannot address fraud on its own. Its effectiveness will depend on the response that follows: staff need appropriate fraud training, clear escalation procedures and the ability to provide support in a way that respects the customer’s autonomy and individual communication needs.

“The wider adoption of the cards is therefore particularly encouraging. Greater consistency across financial institutions could make it easier for people with communication difficulties to report fraud concerns and access appropriate support, regardless of which provider they use.”