Accessibility statement for Nordea Netbank service (new Netbank)

This accessibility statement applies to the Nordea Netbank service for personal customers in Finland. It is subject to the Finnish Act on the Provision of Digital Services, which requires digital services to meet accessibility requirements. This statement was originally published on 21.12.2020 and updated on 8.11.2023.

The accessibility of the service has been assessed by a third party specializing in accessibility.

Accessibility status of the digital service

This service is partially compliant with the accessibility requirements. The identified shortcomings are planned to be fixed. The statement will be updated annually.

Inaccessible content of the digital service

The service is not yet fully compliant in the following identified areas

Perceivable

WCAG 1.1.1 Non-text Content (Level A)  

  • Some images do not convey content or have a function. 
  • Screen readers might not tell if stars have been selected, or how many have been selected and might not read icons out loud or tell the percentage.
  • The card image does not tell of its purpose. 
  • Some pictures and icons are not marked as decorative. 
  • The flag picture does not have a label.
  • The screen reader reads some information several times.
  • Some filter buttons are not marked clearly

WCAG 1.3.1 Info and Relationships (Level A)  

  • The screen reader encounters repeated information and overlooks some flag icons. 
  • Sometimes the screen reader inconsistently interprets or does not read symbols and values, failing to provide a complete understanding of the content. 
  • Certain elements, such as dimmed and selected days, are not effectively communicated by the screen reader. 
  • When the screen reader reads dates, it sometimes results in incorrect or redundant information. 
  • Table layouts make it challenging for the screen reader to convey information clearly, causing confusion for users. 
  • Symbols, empty lines and spaces are not properly conveyed by the screen reader, affecting the user's understanding of the content. 
  • Rearranging elements does not trigger appropriate notifications for the screen reader, hindering user interactions. 
  • The screen reader sometimes reads the additional "alarm" or “alert” text with button 
  • Incorrect item counts in dropdown lists lead to inaccurate information being relayed to users. 
  • The screen reader sometimes associates dropdown list items with unrelated lists, causing confusion.  
  • The screen reader does not tell if the dropdown menu is expanded and sometimes only reads the search word from the drop-down list. 
  • The screen reader fails to inform users that certain material can be downloaded by clicking on specific rows or does not tell that some rows are a link.  
  • The screen reader has problems with minimized chat window 
  • The screen reader sometimes reads the number of rows found even if the information is not visible. 
  • The screen reader reads some information in a different order than the columns. 
  • When changing order, the screen reader does not tell about the reorder. 
  • The screen reader does not read additional information and reads additional "highlighted" text. 
  • The screen reader does not tell anything about sorting 
  • Some calendar is marked as a table  
  • In some tables, the heading row is not read as a heading. 
  • Some draft/new information does not have column header 
  • Some payroll provider is marked as a table for no reason 
  • Some button text and table overflows 
  • Some due date and free months are marked as a table 
  • Sometimes the name of the clear filter button is not descriptive 
  • Some filter buttons do not indicate that they are filters 
  • There is no hint in the table that it can be sorted 
  • Some chart axis titles overlap 
  • Some headings are not marked or not marked incorrectly 
  • Some breadcrumbs have a link to the same page that is visible and an arrow missing before heading 
  • Some heading is not descriptive, and some pages have the same H1 heading 
  • Some external links are marked as a list, while other links are not. 

WCAG 1.3.2 Meaningful Sequence (Level A) 

  • When using mobile the chart axis text get focus 
  • Sometimes the screen reader reads button between the header and the information 

WCAG 1.4.1 Use of Color (Level A)  

  • Some items in dropdown list have insufficient contrast when it is selected 
  • On some pages there is no difference between the selected page and the page with focus 
  • Some links are not marked correctly 
  • Nothing indicates what the color means in some chart 
  • Some problems with theme groups 
  • The screen reader does not tell the purpose of some colored lines 
  • Some breadcrumbs have a link to the same page that is visible 

WCAG 1.4.10 Reflow (AA)  

  • When using 400% zoom some information popups, feedback buttons and drop-down menus disappear.  
  • When using 400% zoom the focus does not remain in some drop-down list. 
  • When using 400% zoom some drop-down menus cannot be used because scrolling is missing. 
  • When using 200% some button and text disappears, it can also make it difficult to understand popup and texts that overflow. 
  • When using 200% zoom the focus does not remain in the menu. 
  • Some long filter text is not visible 
  • When using mobile some text, buttons and headings disappears. 
  • When using mobile some components overflow 

WCAG 1.4.11 Non-text Contrast (Level AA)  

  • Some selected main navigation link has insufficient contrast 
  • Some contrast is not sufficient with the current date or selected information 
  • The colors of the status balls are not sufficient 
  • The contrast of some bars and circles is not sufficient 
  • Some buttons, scrolling buttons and items in drop down list have insufficient contrast when it gets focus 
  • Some components have contrast problems with the black background 

WCAG 1.4.12 Text Spacing (Level AA) 

  • Some information, buttons and drop-down list text overflows  

WCAG 1.4.13 Content on Hover or Focus (Level AA)  

  • The pointer cannot be moved over the tooltip without it disappearing 
  • It is not clear if some tooltip is own window or info popup

 WCAG 1.4.3 Contrast (Minimum) (Level AA)  

  • The contrast of some text is not sufficient when the link gets focus 
  • The contrast of some button text is not sufficient when it is hovering 
  • The contrast of some table headings and chart axis titles is not sufficient 
  • Some focus contrasts are not sufficient 
  • Some components have contrast problems with the black background

Operable

WCAG 2.1.1 Keyboard (Level A)  

  • Some buttons and links cannot be reached using the keyboard 
  • Some accounts cannot be reached using the keyboard 
  • Some drop-down menu, chart and tabs cannot be accessed with the keyboard 

WCAG 2.1.2 No Keyboard Trap (Level A) 

  • It is not possible to hide some drop-down list when using mobile. 

WCAG 2.2.2 Pause, Stop, Hide (Level A)  

  • Some notifications and messages disappear quickly, and the screen reader does not inform about it.  

WCAG 2.4.1 Bypass Blocks (Level A) 

  • Some headings are not marked or not marked correctly 

WCAG 2.4.3 Focus Order (Level A)  

  • When using 400% zoom the focus does not remain in some drop-down list 
  • When using 200% zoom the focus does not remain in some menu 
  • Focus does not remain in the calendar and in some popup 
  • After editing the account or overview, it is unclear where the focus returns to 
  • Some component and content get focus, so the screen reader reads the entire content at once 
  • The screen reader sometimes has problems with the edit button 
  • Focus does not remain in some drop-down list  
  • The chat area gets focus, so the screen reader reads the entire content at once 
  • Focus jumps inside in some drop-down list that are closed 
  • When using mobile the screen reader cannot be used in the search tool on help page.
  • The Jaws screen reader cannot jump from one entry field to the next with the dedicated keyboard shortcut in the new payment form.

WCAG 2.4.4 Link Purpose (In Context) (Level A)  

  • Some breadcrumbs have a link to the same page that is visible and an arrow missing before heading 
  • Some links are not marked correctly or has been marked as a button 
  • Phone numbers are not marked as links 
  • Phone numbers are marked as a button
  • The whole breadcrumb gets focus in some places 
  • Some button has been marked as a link 
  • Some filter buttons are not marked clearly 

WCAG 2.4.6 Headings and Labels (Level AA)  

  • Some headings are not marked or not marked correctly 
  • Some headings and name of buttons are not descriptive 
  • Some pages have same H1 heading 
  • The screen reader only reads the search word from the drop-down list 
  • Some heading should be the title of the news 
  • The screen reader reads additional text in connection with some titles 
  • Some drop-down lists are missing labels 
  • The header of some table is not marked correctly
  • The screen reader reads “Mobile” even though there is no label in the field. 

WCAG 2.4.7 Focus Visible (AA)  

  • Some navigation link, buttons and item in drop-down list has insufficient focus contrast 
  • The minimized chat window has insufficient focus contrast 

WCAG 2.4.7 Focus Visible (Level AA) 

  • Some buttons and scrolling buttons have insufficient contrast when it gets focus 
  • Some items in drop down lists has insufficient contrast when it gets focus 
  • The selected language is not clearly displayed 
  • Some focus contrast is not sufficient with the selected date 
  • The value of the drop-down menu does not have a visible focus 
  • Some drop-down lists hide partly behind the other component 
  • After deleting an attachment, the focus is not visible 
  • Some info text hides behind the other component 

WCAG 2.5.3 Label in Name (Level A) 

  • The screen reader reads “Mobile” even though there is no label in the field. 
  • The label is different from the name so “Mobile” is read “Country code”. 

Understandable

WCAG 3.1.2 Language of Parts (Level AA) 

  • The screen reader reads some name of document with English emphasis 
  • The screen reader reads some icons in English on pages in Finnish 
  • Language code is missing from the page, or two language codes are on the same page 

WCAG 3.1.4 Abbreviations (Level AAA) 

  • Abbreviations are not clear 

WCAG 3.2.1 On Focus (Level A) 

  • Selecting a filter changes the background data 

WCAG 3.2.2 On Input (Level A)  

  • When select an item from the other drop-down list, the other will change to "all" 
  • The screen reader does not tell that clicking some drop-down button opens previous check box 
  • The screen reader cannot be used for reading pin-code 
  • The screen reader does not tell what value has been increased or decreased 

WCAG 3.2.3 Consistent Navigation (Level AA)  

  • Cancelling some applications does not always show cancellation page and return to the starting point 

WCAG 3.2.4 Consistent Identification (Level AA)

  • Some filter buttons are not marked clearly 
  • The screen reader does not inform about the appearance of some error message 
  • Some breadcrumbs have a link to the same page that is visible and an arrow missing before heading 
  • The heading of the page should be the title of the news 
  • Some external link list is marked as a list, the other is not 
  • Some links, buttons and pdf are not marked correctly 
  • Some buttons, scrolling buttons and items in drop-down list have insufficient contrast when it gets focus 
  • It is not clear if some tooltip is own window or info popup
  • Phone numbers are not marked as links 
  • Some breadcrumb gets focus, and some breadcrumb is missing steps 
  • Some buttons have been marked as a link and some links have been marked as a button 
  • Some alarms and error messages have icons, and some are without icons. The color of some alarms and error messages differences which can make it hard to understand.  
  • Tables 
  • Some tables, drop-down menus, search field and filter layouts make it challenging to present information clearly and are difficult to understand. 
  • It is difficult to understand if some links already have been visited/read or not visited/not read 
  • Some popups are difficult to understand. 
  • Sometimes both “en” and “en-FI” is used 
  • When presenting mobile country code, it is unclear if the flag should be presented or not, if the flag for country code is visible this is not read. 
  • Focus is not marked consistently in some drop-down list, underlining is used in some cases 
  • Some footer is not consistent 
  • The “Chat with us” is too near ”Help” button 
  • The overview main menu is not marked as selected, and no breadcrumbs 
  • Some PDF file type and size are not shown 
  • Some drop-down menu stands out poorly and the arrow is far from the text 
  • Some cancel buttons are missing  
  • Some table headers are visible even if there is no data 
  • The main menu is not always marked, and the breadcrumb is missing sometimes 
  • The screen reader reads “not selected” selections when usually the “selected” selection is read 
  • Some optional text is in a different place 
  • Sometimes only the arrow gets focus 
  • The screen reader reads some labels and check boxes separately and check boxes are after the label  

WCAG 3.3.2 Labels or Instructions (Level A)

  • The screen reader does not tell that the row is drag and drop 
  • The screen reader tells that some rows are clickable even though there is no function 
  • The popup sometimes closes and gives notification that the chat closed when giving chat feedback. 
  • There are no instructions in advance about double file or the maximum size of the file 
  • Some labels are missing 
  • The screen reader reads some table header as something other than the header is  
  • Some icons as a header are not easy to understand 
  • The screen reader does not read some error message or instructions 
  • The screen reader tells “alert” multiple times after clicked Confirm 

WCAG 3.3.3 Error Suggestion (Level AA)

  • The screen reader does not read some error message or instructions 
  • The screen reader tells “alert” multiple times after clicked Confirm 

Robust

WCAG 4.1.2 Name, Role, Value (Level A)  

  • Some buttons, filter buttons and tabs have been marked as links 
  • Some date is clickable, although it does nothing 
  • Some name of some button is not descriptive 
  • The screen reader does not say that some link has been visited 
  • The screen reader does not tell that some buttons or numbers is selected 
  • The screen reader does not tell the purpose of the page numbers and the next/previous buttons 
  • The screen reader reads some status information too early or does not tell the status information at all 
  • The screen reader does not tell about some signing cancellation
  • Some search field and tooltip buttons does not have a name 
  • Some links are marked as buttons 
  • The screen reader reads the text as a “spin button editable selected” The grey color usually means that the information is not available or clickable making the understanding of the content difficult. 
  • The screen reader tells some filtering status incorrectly 
  • The screen reader does not tell the sort name clicking button 
  • It is difficult to understand how some sorting is arranged  
  • Some tabs are marked as radio button 
  • Some button is missing a name 
  • The screen reader does not say in drop down list that one item is a button 
  • Some button is marked as a check box and the screen reader does not tell the state 
  • The name of some toggle buttons is not descriptive 
  • The screen reader reads some labels and check boxes separately and check boxes are after the label  
  • The main menu is not marked on 2nd level pages 

WCAG 4.1.3 Status Messages (Level AA) 

  • The screen reader does not tell about loading an attachment 
  • The screen reader has problems with minimized chat window 

Accessibility feedback

Did you find accessibility difficulties in our digital services? If you did not find an answer in our accessibility statement regarding the service, please send us feedback.

Give feedback on accessibility

Supervisory authority

If you notice accessibility issues with the site, first provide feedback to us, the site administrator. The response can take 14 days. If you are not satisfied with the answer you have received or do not receive a reply at all within two weeks, you can report it to the Regional State Administrative Agency of Southern Finland. The website of the Regional State Administrative Agency of Southern Finland explains in detail how the notification can be made and how the matter is handled.

Contact details of the supervisory authority  

Regional State Administrative Agency of Southern Finland 
Accessibility Control Unit 
telephone number exchange 0295 016 000
saavutettavuus@avi.fi  

www.saavutettavuusvaatimukset.fiOpens new window