Accessibility statement for Nordea’s digital service: mobile bank

This accessibility statement applies to the mobile bank and it was published on 30th of June 2021. The service is subject to the Finnish Act on the Provision of Digital Services, which requires the websites of credit institutions to be accessible. The accessibility of the service has been evaluated by a supplier specialising in accessibility.

Accessibility of the digital service

This service is partially compliant with the accessibility requirements. The identified shortcomings are planned to be fixed during 2021, unless stated otherwise. The statement will be updated as issues are resolved. 

Non-accessible content

3. The website is not yet fully compliant with the requirements in all respects.

Perceivable

1.3.1 Info and relationships (A), Logical structure

● Some headings have the wrong heading level and some pages are missing the H1 heading level.

● Some tables are missing a header row and/or column header row, the content of the column header row is deficient and there are header-like rows in the middle of tables.

● Headings with the same content are repeated successively.

● Some text fields do not indicate the maximum length of text or the length of the entered text.

● Full screen multi-page overlays do not contain information about the current page or the total number of pages that would be available to screen readers. 

1.3.2 Meaningful sequence (A)

● On some occasions, the reading order is not always logical.

● Some related elements are read separately.

● Screen readers cannot open/read minimised notifications in their entirety.

● Notification, alert and warning icons are not read.

● Full screen multi-page overlays do not enable screen readers to skip pages.

1.3.4 Orientation (AA)

● If the user changes the orientation of the device (from landscape to portrait or vice versa), an error message shown on the display may disappear.

● Some headings and labels are so long that the user cannot see them in full in portrait orientation.

1.4.3 Contrast (minimum) (AA)

● In individual grey texts, the contrast is not sufficient relative to the background.  

● In the blue-green text, the contrast is not sufficient relative to the white background.

● Some texts contain white text on a dark background, and the text disappears into the background when the user scrolls the page.

● Some link texts are not discernible from the rest of the text.

● The non-active status of some buttons is not visible. 

Operable

2.2.2 Pause, stop, hide (A)

● Success messages show for a very short time and cannot be paused.

2.4.2 Page titled (A)

● Some pages do not have a page title.

● In some cases, the page title is not descriptive enough for the users of screen readers.

● More than one page has the same page title.

● The page title and the name/label of the link or button leading to the page are different. 

2.4.3 Focus order (A)

● After an operation is completed, the focus may jump elsewhere.

● When landing on a page, the element that gets the first focus is not always the same on different pages or none of the elements gets the first focus.

● The focus order of an opened pop-up or notification window is not always consistent.

● Important information is given in some cases only after the operation is completed.

● An open notification window covers some information and must be closed before the user can continue. 

● The focus is sometimes unnecessarily set to an area covering the entire page that has no name/content or has a non-descriptive name/content.

2.4.4 Link purpose (in context) (A)

● One page may have links or buttons that have the same name but lead to different places.

● Some links leading outside the application have not been marked or named understandably, and it is not always clear when a link opens an external page or a totally different application. 

● In some places, PDF files do not specify their type and/or size.

● Some individual links do not have a descriptive link text.

2.4.6 Headings and labels (AA)

● Some elements that should be understood as headings and some headings in some texts have not been marked up as headings.

2.4.7 Focus visible (AA)

● If a user scrolls up or down the pages in the Services section, the screen does not follow the scrolling and the focus is lost. 

2.5.1 Pointer gestures (A)

● In full screen multi-page overlays (used for transferring new users to Nordea Mobile, for example) use swiping gestures that could prevent screen readers from proceeding in the application.

● Drag and drop gestures are not available for the users of screen readers. 

Understandable

3.1.2 Language of parts (AA)

● In some individual sections, the screen reader may read the information in some other language than the selected one.

● Some individual sections on the pages may contain text that is in some other language than the selected one. 

3.2.3 Consistent navigation (AA)

● The navigation is not consistent on all pages.

3.2.4 Consistent identification (AA)

● Buttons and links are used, marked up or named inconsistently. For example, buttons are used as links and vice versa.

● There is an extra field that can be selected and that affects the operation when the user selects the topic of a message. 

● There are deficiencies in the consistent labelling of tables.

● Instructions are missing from similar functionalities. 

● Error, notification, alert and warning messages are not consistent, and the message level is not always clear when using a screen reader.

3.3.1 Error identification (A)

● The focus of the screen reader will not always go to the right place when errors are identified.

3.3.3 Error suggestion (AA)

● Error messages are not always descriptive enough to indicate the reason for the error.

3.3.4 Error prevention (legal, financial, data) (AA)

● Consents and notifications do not always ensure that the user has read/understood the meaning of their selection.

Robust

4.1.2  Name, role, value (A)

● Some button names are non-descriptive or missing.

● Some individual input fields are missing a name.

● Screen readers do not identify some elements as clickable, and identify some elements as being clickable although they are not. 

● Screen readers do not recognise when the user is in the main menu.

● Screen readers do not always recognise elements that are similar to tabs. 

● Screen readers do not indicate the status of some elements. 

● Screen readers read extra elements that are not visible or essential. 

● When the user moves to another page in some individual functionalities, the status of the main menu page will not move with the selection.

● When the main menu tab is selected, the screen reader either says nothing or gives vague information about the tab (does not read the name of the tab, for instance).

4.1.3  Status messages (A)

● The user is not always informed if an operation is waiting to be completed.

Accessibility feedback

Did you notice any gaps in the accessibility of our digital services? If you did not find a solution to your problem in the accessibility statements, please give us feedback. 

Give accessibility feedback 

Supervisory authority

If you notice gaps in the accessibility of the website, please contact us first, as we are the service provider. We will reply to all feedback within 14 days if you have provided your contact details to us on the feedback form. If you are not satisfied with the response you have received or you do not receive a response at all within two weeks, you can contact the supervisory authority, which is the Regional State Administrative Agency for Southern Finland. The website of the Regional State Administrative Agency for Southern Finland provides detailed information on how to file a complaint and how it will be processed.  

Contact information of the supervisory authority 

Regional State Administrative Agency for Southern Finland 

Accessibility Monitoring Unit
saavutettavuus@avi.fi
Tel. 0295 016 000 (switchboard)

www.saavutettavuusvaatimukset.fiOpens new window