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Finance & Banking Web Accessibility Complaint Repository

The following list summarizes some of the many high profile Web Accessibility Lawsuits and complaints filed in association with the Finance & Banking industries.

Check-in regularly for updates.


  • Structured negotiation with: Pratik Patel and Victor Tsaran
  • Year: 2016
  • Complaint: Inaccessible web content for people with disabilities

Summary: E*Trade and two of their customers who are blind, Patel and Tsaran, entered into a structured negotiation to make their website, mobile applications, and platforms accessible to people with disabilities. To make web content accessible, they will follow and adopt Web Content Accessibility Guidelines (WCAG) 2.0, Level AA. 

Related Resources

E*Trade Digital Accessibility Settlement Agreement

H&R Block

  • Consent decree with: The U.S. Department of Justice
  • Year: 2014
  • Complaint: Violation of the Americans with Disabilities Act

Summary: The United States filed a complaint to intervene in a lawsuit between the National Federation of the Blind and HRB Digital LLC to enforce title III in the Americans with Disabilities Act. H&R Block’s website had barriers that made assistive technology unable to read its content, thus blocking people who have visual impairments to its web-based content. In the consent decree, H&R Block will make their website accessible to people with disabilities using the WCAG 2.0 standards. 

Related Resources

Justice Department Enters Consent Decree with National Tax Preparer H&R Block Requiring Accessibility of Websites and Mobile Apps Under Americans with Disabilities Act

12 Banks (Outlined Below)

  • Agreement with: Governor Andrew M. Cuomo
  • Year: 2014
  • Complaint: Banks did not have accessible websites for people with visual impairments

Summary: The following twelve banks made agreements with the New York Governor, Andrew Cuomo, to provide accessibility to all services, including websites, for people with visual impairments: 

  • TD Bank, 
  • Capital One, 
  • M&T Bank, 
  • New York Community Bank, 
  • Valley National Bank, 
  • Ponce de Leon Federal Bank, 
  • Emigrant Savings Bank,
  • Banco Popular, 
  • Dime Savings Bank, 
  • Flushing Savings Bank,
  • Northfield Savings, and 
  • Hudson Valley Bank

The agreements began when the New York State Division of Human Rights received and investigated a complaint that many banks’ websites were not accessible to people with disabilities. 

Related Resources

Governor Cuomo Announces Agreements to Improve Banking Services for Customers with Visual Impairments

Bank of America

  • Settled with: Bay State Council of the Blind, Shen Kuan, Carl Richardson
  • Year: 2013
  • Complaint: Inaccessible website for people who have visual impairments

Summary: Shen Kuan and Carl Richardson are bankers at Bank of America who have visual impairments and use online banking. They claim that Bank of America’s website and mobile applications were inaccessible to people with visual impairments. In their settlement, Bank of America agreed to make their current and new website and online application accessible using the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA. 

Related Resources

Bank of America Online and Mobile Security Solutions Settlement Agreement

Charles Schwab

  • Settled with: Kit Lau
  • Year: 2012
  • Complaint: Violation of the Americans with Disability Act 

Summary: Charles Schwab has entered an agreement with client Kit Lau who is blind to make their website accessible to people with visual impairments. Charles Schwab will use Web Content Accessibility Guidelines (WCAG) 2.0 standards to make their website accessible. 

Related Resources

Charles Schwab Web Accessibility Agreement

HSBC Card Services

  • Settled with: New York State Attorney General Andrew M. Cuomo
  • Year: 2009
  • Compliant: Inaccessible website content and forms

Summary: An HSBC Card Services customer filed a complaint when she was unable to fill out a written form to dispute a card charge because she was blind. In response to the complaint, an investigation was initiated by the Attorney General’s office. In the settlement, HSBC agrees to ensure that people with disabilities will have full website accessibility, offer forms, and other notices online in accessible formats, as well as train employees in accessibility. 

Related Resources

New York A.G. Announces Comprehensive Web Access Settlement

Equifax, Experian, TransUnion, and Central Source

  • Structured negotiation with: American Council of the Blind, California Council of the Blind, and three individuals who are blind
  • Year: 2008
  • Complaint: Inaccessible web materials for people with visual impairments 

Summary: Three people who are blind used the website operated by Central Source to obtain information and utilize and access disclosure services from Consumer Reporting Agencies but found it to be inaccessible to people with visual impairments. In the structured negotiation, Equifax, Experian, TransUnion, and Central Source agreed to make their websites accessible using the Web Content Accessibility Guidelines (WCAG). 

Related Resources

Accessible Credit Reports Agreement

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