The information on the Bankia website is accessible to everyone, including people who suffer from all sorts of disabilities.

The Bankia website has been programmed using cutting-edge techniques and international accessibility directives, removing the limits on browsing for all sorts of users.

Key features include:

  • Keyboard browsing, no mouse needed.
  • Descriptions of graphic resources: makes it possible to understand all the details on pages, including images, tables and other HTML elements.
  • Clarification of the destination of links and hyperlinks.
  • Notification of the behaviours of the interface and its structure, through the specification WAI-ARIA of the W3C, so that it can be used by the back-up *products.

Keyboard navigation:

The accessibility project of Bankia's website allows all types of user to access any part of the web portal just by using the keyboard of the computer.


Tab Allows you to move the cursor between selectable elements from left to right Picture of the Tab key of a keyboard
Shift+Tab Allows you to move the cursor between selectable elements from right to left Picture of the Shift key of a keyboardPicture of the Tab key of a keyboard
Scroll arrows Allows you to move between certain components in the direction indicated by the arrows Picture of the arrow keys of a keyboard


Descriptions of graphic resources:

All images, banners, and even tables published on the Bankia website include a description that makes it possible to understand the information contained in these graphic resources.

Thus, is possible to know what image accompanies what content, what products or ideas the different banners promote and what details are provided in any table.


Most of the links on the site include a clarification as to their destination, and offer information as to whether they will open in a new window or not.

Technology applied:

  • Intermediate level (AA) conformance with the W3C's (World Wide Web Consortium) WCAG (Web Content Accessibility Guidelines) Standard. Web Content Accessibility Guidelines 2.0.
  • The presentation is based on the recommendations of the W3C regarding Cascading Style Sheets, version CSS3. This avoids previously-employed practices necessary to control the design (such as tables), which made certain uses of the documents more difficult, in web browsers intended for people with sensory limitations.
  • The recommended standard for HTML5 code has been employed, allowing us to benefit from the new updates included in this version, such as more semantic tagging, flexible syntax, and new labels that make it easier for users to understand forms.
  • The use of version 2.0 of the WAI-ARIA specification on this website makes the dynamic content, as well as the controls developed with Ajax, HTML, JavaScript and their related technologies, more accessible.

Accessibility of the Customer Service Helpline

Bankia has a special helpline for people with hearing and/or speech impairments. Users will be able to communicate with the company, to make any general enquiries related to our products and services.

Anyone interested can access this service through the following two options:

Bankia thus becomes the first leading financial institution to adopt this system, which allows users with hearing impairments to contact the Customer Service Helpline from the Internet or their mobile phone, by text and in real-time, without the need for other people to act as intermediaries.

This service is available from 8.00am to 10.00pm, Monday to Sunday. Outside these hours, users can leave a message and the bank will contact them the next day, completely free of charge.

* Not applicable a.