Accessible online services (EAA)
Financial services must be accessible to people with disabilities. Also online financial services and products must be accessible. Starting in June 2025, there is European law: the European Accessibility Act (EAA). This is a European regulation aimed at making certain products and services more accessible to people with disabilities. The AFM (Netherlands Authority for the Financial Markets) supervises financial institutions.
What is the European Accessibility Act?
This is a European regulation aimed at making certain products and services more accessible to people with disabilities. Examples include websites, apps, and digital payment methods. Organizations in all EU member states are required to comply. As of 28 June 2025, companies that fall under these rules must ensure that their services are usable for everyone. These services must be clear, understandable, and easy to use — including compatibility with assistive technologies such as screen readers, magnification software, or voice control. It will become easier for you to use digital financial services, such as using the website or app of your bank or investment platform, online payment methods or gift cards and read information about financial services, such as loans or insurance. Also purchasing financial services online, such as asset management or a mortgage, becomes easier.
Who must comply?
The rules apply to companies and businesses that offer digital products or services. They are required to ensure that their digital services are accessible to all consumers. Under the supervision of the AFM, this specifically includes financial institutions, such as banks, insurers, investment firms, asset managers and credit providers.
Why is this important?
Everyone should be able to participate in society independently. Digital accessibility helps prevent exclusion. Older adults and people with a (temporary or permanent) disability also have the right to clear and usable financial services.
What does the AFM do?
The AFM supervises financial institutions. We ensure that they comply with laws and regulations, which now also include the new accessibility requirements. In addition, we encourage financial institutions to take timely action. This helps ensure that you, as a consumer, can rely on good and accessible financial services.
We are not the only ones doing this: other supervisors also supervise accessibility in their own areas. These include the Dutch Authority for Consumers and Markets (ACM), the Human Environment and Transport Inspectorate (ILT), the National Digital Infrastructure Inspectorate (RDI), and the Dutch Media Authority.