We are actively working at Unicaja to ensure that all our channels, products and services are accessible to all people to the extent it is technically and economically feasible. Our commitment to accessibility is based on universal design principles and international guidelines, such as the UNE-EN 301549 standard or the Web Content Accessibility Guidelines (WCAG 2.1), which set out the accessibility requirements laid down by prevailing legislation.
Within this context, Unicaja has undertaken the commitment to ensure that all third-party products and services procured by the institution as from 28 June 2025 meet the accessibility requirements thus established. Furthermore, given the large number of available assets and functionalities, we are progressively adapting our own channels in order to complete this as soon as possible. The principal accessibility features that have already been incorporated into our channels as well as their compatibility with assistive technologies are set out in detail below.
ATMs
These feature a high-contrast design, a voice-guided system for the three most frequent operations, volume control and a 3.5 mm headphone jack connection.
In addition, most of our ATMs have braille and visual text identification stickers which allow the terminal's main functional elements to be located and identified. These stickers will be progressively included in the remaining ATMs as part of the transitional measures provided for by legislation.
For further information, you can consult the specific ATM Search Engine page, which also indicates any terminals that have been physically adapted for use from a wheelchair.
Signature tablet
On-screen notes have a minimum font size to ensure legibility. Furthermore, all explanatory images and icons —such as sign, view contract or go to next page— include text descriptions which make them easier to understand.
If it is not possible to use the tablet to sign, Unicaja offers alternatives:
Unicaja customers have the possibility of deferring the signing of most documents in order to sign them on digital channels using the usual authentication systems to do so.
Additionally, branch personnel have been trained and can provide support where necessary.
Queue number machine
Physical elements have been included, such as embossed stickers that delimit the screen when the machine's own housing lacks a physical border that defines it and braille and text stickers to identify the terminal's main functional elements. In cases where it is impossible for the manufacturer to include them, the terminals will be replaced as a matter of priority and, in any event, within the deadlines set by legislation.
The information they provide is in clear and structured language with legible texts and suitable contrast, making it easier to understand.
Essential visual contents have sound or text format alternatives to ensure the information is properly understood through different sensory channels. In addition, they identify errors in an understandable way and provide mechanisms to check and confirm operations. Lastly, accessible terminals have enough free space to facilitate their use from a wheelchair.
Point of Sale (POS) terminal
An accessible mode has been incorporated into the terminals' software, which includes understandable instructions, suitable visual contrast, a voice-guided mode and operations that do not require the use of force or complex movements, thus making them easier to use.
In addition, the interface has been adapted so as not to display moving images and has a uniform design for all operations.
Card
Our cards have been designed to ensure a suitable level of contrast between visual elements and adjacent colours, including text. In addition, some models include a notch that allows one to identify the type of card it is and detect its insertion direction by touch. Work is currently underway so that any new cards issued will progressively incorporate a complete alternative sensory channel
Contact Centre
In addition to the telephone service, an alternative sensory channel is offered through accessible forms. Anyone can therefore contact us without having to depend on the use of their voice or hearing.
The telephone service has been designed to facilitate simple interaction by allowing the user to communicate through voice commands or taps —such as “Say” or “Tap”— without needing to perform simultaneous or complex actions.
If any mistakes in the data entered are detected during the call, the system informs about the problem and, where possible, puts forward suggestions to correct it before the operation is completed. In addition, language that does not exceed B2 level is used, which facilitates comprehension, and waiting times are tailored to each person's own pace.
All of this is complemented by customer service staff who have been specifically trained in accessibility to ensure they offer inclusive attention suited to different needs.
For further information, you can consult the specifi Custormer Service page.
Communication
Contractual and non-contractual communications are being progressively adjusted, prioritising those of greater volume and use. This adaptation includes the use of clear language that does not exceed B2 level, hierarchical structures with descriptive headings and labels, a legible visual format using sans serif fonts and a suitable font size, sufficient contrast and compatibility with screen readers.
Advertising communications include understandable texts that do not exceed B2 level, alternatives to visual or multimedia contents and a clear layout which makes reading and browsing with assistive technologies easier.
Mobile phone apps and web page
At Unicaja we have begun a progressive process aimed at improving accessibility on our digital channels that is focused on ensuring an inclusive experience in the flows most commonly used by customers.
In the private area, key elements to access the service have been adapted, including the login, strong authentication and contract selection. These screens include keyboard navigation, suitable contrast and compatibility with screen readers, thereby ensuring that the critical login path is free from any obstacles.
Enhancements have also been implemented in sections like Overall Position and account distribution, where smooth browsing, a clear structure and accessible reading through assistive technologies are facilitated. Forms in the onboarding process have been optimised with accessible buttons, properly associated labels, alternative texts in images and a layout that enhances comprehension.
Cross-cutting elements like headers, footers, buttons, alternative texts and labels have been corrected on the public web portal and associated portals like Unicaja Asset Management and Real Madrid.
These actions form part of an ongoing strategy that will be progressively broadened to include the remaining functionalities and contents, thereby strengthening our commitment to obstacle-free digital channels.
Commitment to continuous improvement
At Unicaja we conceive accessibility as a constantly evolving process. That is why we have taken on the commitment of continuously improving our channels, products and services. This approach is materialised in a work plan that prioritises outstanding adjustments and is progressively adapting to technological and regulatory changes.