Accessible channels

Physical accessibility of branches

The NOS manual defines a model layout for branches and all their elements which fully complies with accessibility conditions for the disabled.

Geographical accessibility

Caja Madrid operates 2,136 offices throughout Spain, including 193 branches and 310 automated teller machines (ATMs) to respond to our customers' financial needs in the more underpopulated towns (less than 10,000 inhabitants) or economically distressed communities, in some cases regardless of the turnover they actually generate. It also operates a fleet of five "Ofibuses" that make regular calls to senior citizens' residences, university matriculation days, cultural and sports events.

Portal accessibility

The portals for retail customers ("Particulares"), Obra Social and Fundación Caja Madrid all hold the AA certificate awarded by CTIC (Centro Tecnológico de la Información y la Comunicación) in recognition of their high level of accessibility for the visually impaired.

ATM accessibility

Caja Madrid was a first mover in adapting its ATMs for visually impaired customers. The new system, a pioneer in Spain, is being improved and rolled out to the entire ATM network, equipping the machines with headsets through which clients hear the same information as displayed on screen. Steps are now being taken to facilitate access to other groups like wheelchair users or people of short stature.

La Casa Encendida

This cultural centre has taken its place amongst the leaders in offering educational and culture activities, with strong emphasis on social causes and the environment. It welcomes and facilitates access to the disabled thanks to the accessibility management system established there, fully compliant with the UNE-170001 accessibility standard. Read more

Channel personalisation

One way to facilitate channel take-up is to offer customers advanced personalisation tools, so they can set up their interface according to their preferences. This function is currently available in the Internet Branch (in its individuals and business versions) and ATMs.