UBA’s Braille Banking Promise Remains Out of Reach for Many Blind Customers
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In June 2023, United Bank for Africa (UBA) made history as the first Nigerian bank to launch a braille account opening form a move that was widely celebrated as a milestone for financial inclusion. The initiative was endorsed by prominent figures such as award-winning musician Cobhams Asuquo, who praised it as a solution to one of the biggest barriers faced by blind Nigerians: access to independent banking.
Two years later, however, many blind UBA customers say the promise of accessibility remains largely unfulfilled. Interviews with multiple visually impaired customers across the country reveal that most have neither seen nor been offered the braille form. Instead, many continue to face exclusionary practices such as being asked to bring sighted companions to fill forms, being denied ATM cards, or being required to sign court documents not demanded of sighted customers.
A Promising Launch That Faded Fast
The braille form was launched at a high-profile event at UBA’s Lagos headquarters on June 27, 2023. The bank pledged that the form would allow blind customers to open accounts independently — without needing assistance from others. Yet, many report that the form has yet to reach local branches.
Eja Eji, a customer in Nsukka, said he had never heard of the form until it was mentioned to him in conversation. “If you didn’t tell me, I wouldn’t have known something like this exists,” he said, adding that bank staff asked him to bring a sighted person to help fill his forms instead.
For others, the experience has been similarly discouraging. Olapade Olorunwa, who opened her account shortly after the form’s launch, said no one at her branch mentioned it. “It was so stressful that I couldn’t even complete the process without bringing a friend,” she said.
Beyond the Form: Daily Banking Barriers Persist
The challenges faced by blind customers go beyond account opening. Many report being denied debit cards or mobile app access, effectively excluding them from routine financial activities. Some have been forced to sign indemnity forms — legal documents meant to protect banks from liability — before being allowed to collect ATM cards.
Joseph Afolabi, a disability rights advocate, said he was required to sign such a form before receiving his ATM card. “They almost derailed a community project I was handling because I didn’t have access to my card,” he said. “I eventually signed because I needed to travel and couldn’t keep depending on others.”
For many, these restrictions translate into real financial losses. Cherish Nnenna, who once ran a POS business in Nsukka, said UBA’s refusal to issue her an ATM card crippled her business. “I had to visit the bank each time I needed cash,” she said. “I eventually switched to fintechs like OPay because it was easier and more independent.”
Others described the experience as demeaning. Okpala Chidebere said she was asked to open a joint account with her sister to get a card. “If I go alone, the staff shout at me for not coming with a guide,” she said.
A Sector-Wide Accessibility Problem
UBA’s inaction reflects a wider issue across Nigeria’s banking sector, where accessibility measures are often announced but rarely implemented. Blind customers across other banks — including First Bank, Union Bank, and Zenith Bank — shared similar stories of being denied cards or services because of their disability.
At a First Bank branch in Surulere, Lagos, Olorunwa was told to visit a court before being issued a card. At Union Bank’s Ogbomoso branch, Abiodun Jephta was denied outright. “They told me I can’t be given an ATM card because I’m blind,” he said.
While some banks, such as GTBank, claim to be improving accessibility — including adding text-to-speech features on ATMs and working on braille forms — few of these efforts are widely visible.
Legal Protection Exists — But Enforcement Falls Short
Nigeria’s Discrimination Against Persons with Disabilities (Prohibition) Act 2018 forbids any form of discrimination based on disability. It guarantees equal access to services, including banking. Additionally, the Central Bank of Nigeria’s Consumer Protection Framework (2016) and National Financial Inclusion Strategy (2022) mandate banks to cater to persons with disabilities.
However, implementation remains weak. Accessibility initiatives like UBA’s braille form are often celebrated at launch but poorly executed in practice. Disability advocates argue that banks must move beyond token gestures and instead co-create solutions with blind customers.
“The UBA braille form is not true innovation,” said journalist Gbenga Ogundare. “It’s public relations without real accessibility. If blind people still need sighted help to use it, then nothing has changed.”
Until Nigeria’s banks invest in meaningful accessibility training staff, deploying adaptive technology, and enforcing anti-discrimination policies millions of blind Nigerians will remain excluded from the country’s financial system.
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