Latest news with #MrsC
Telegraph
a day ago
- Business
- Telegraph
Chase told to pay £150 to neurodivergent customer because app didn't have dark mode
A bank was ordered to pay a neurodivergent customer £150 after she complained that its app didn't have a dark mode. A Chase customer – known only as 'Mrs C' – said that the bank's app was more difficult to use because she couldn't toggle the background colour. Those with neurodivergence – a blanket term often used for conditions including autism and ADHD – sometimes prefer using dark mode as it is said to reduce distractions, making it easier for them to focus. Mrs C, who has complained about the bank before, said the lack of a dark mode option 'made her feel as though she didn't matter' in a complaint to the Financial Ombudsman Service (FOS). She also claimed she has to use the app because an undisclosed disability means she cannot speak on the phone. An online FOS ruling, which found in her favour, said: 'For a bank to not have dark mode on their app disadvantages neurodivergent customers, including herself, and makes her feel not listened to and that Chase doesn't take accessibility for their customers seriously.' Chase told the FOS that changing the app to provide a dark mode would be a 'colossal and expensive task'. It also said that Mrs C had been a customer for more than a year when she complained in March 2024, and hadn't mentioned the lack of dark mode before. 'No evidence' Ombudsman Nicolas Atkinson wrote: 'There are certain groups of customers who've found that 'dark mode' makes websites and apps, for example, more accessible to them. That includes, for example, people who are neurodiverse.' He added: 'I can see that Chase offers this to its card merchant services customers, so it's disappointing to see it say that this would be a colossal and expensive task when it has no evidence to back this up.' Chase had offered to pay Mrs C £50 after mistakenly calling her to discuss her complaint, despite knowing that she was unable to speak on the phone. But the bank was ordered to pay an extra £100 because of the lack of dark mode although the ombudsman admitted that it was 'not an ideal solution'. Some banks already have apps with dark modes. In March this year, Lloyds introduced it on its mobile app for iPhones, and Spanish bank BBVA has a similar feature. Dark modes, which turn the background of an app to a darker black or grey colour, rather than white, can reduce eye strain and keep phone batteries running for longer. Chase, which was launched in the UK in 2021, is a digital-only bank which offers current and savings accounts. It is owned by JPMorgan, America's largest bank. A spokesman for Chase said: 'We offer a range of different accessibility options based on the needs of our customers, and in line with our commitment to create accessible and inclusive products and services for all. 'While we don't currently offer dark mode in our app, customers can make colour adjustments on their mobile phones – including colour inversion which will make the Chase app 'dark', if the device allows and the customer chooses to.'
Yahoo
a day ago
- Business
- Yahoo
Chase told to pay £150 to neurodivergent customer because app didn't have dark mode
A bank was ordered to pay a neurodivergent customer £150 after she complained that its app didn't have a dark mode. A Chase customer – known only as 'Mrs C' – said that the bank's app was more difficult to use because she couldn't toggle the background colour. Those with neurodivergence – a blanket term often used for conditions including autism and ADHD – sometimes prefer using dark mode as it is said to reduce distractions, making it easier for them to focus. Mrs C, who has complained about the bank before, said the lack of a dark mode option 'made her feel as though she didn't matter' in a complaint to the Financial Ombudsman Service (FOS). She also claimed she has to use the app because an undisclosed disability means she cannot speak on the phone. An online FOS ruling, which found in her favour, said: 'For a bank to not have dark mode on their app disadvantages neurodivergent customers, including herself, and makes her feel not listened to and that Chase doesn't take accessibility for their customers seriously.' Chase told the FOS that changing the app to provide a dark mode would be a 'colossal and expensive task'. It also said that Mrs C had been a customer for more than a year when she complained in March 2024, and hadn't mentioned the lack of dark mode before. Ombudsman Nicolas Atkinson wrote: 'There are certain groups of customers who've found that 'dark mode' makes websites and apps, for example, more accessible to them. That includes, for example, people who are neurodiverse.' He added: 'I can see that Chase offers this to its card merchant services customers, so it's disappointing to see it say that this would be a colossal and expensive task when it has no evidence to back this up.' Chase had offered to pay Mrs C £50 after mistakenly calling her to discuss her complaint, despite knowing that she was unable to speak on the phone. But the bank was ordered to pay an extra £100 because of the lack of dark mode although the ombudsman admitted that it was 'not an ideal solution'. Some banks already have apps with dark modes. In March this year, Lloyds introduced it on its mobile app for iPhones, and Spanish bank BBVA has a similar feature. Dark modes, which turn the background of an app to a darker black or grey colour, rather than white, can reduce eye strain and keep phone batteries running for longer. Chase, which was launched in the UK in 2021, is a digital-only bank which offers current and savings accounts. It is owned by JPMorgan, America's largest bank. A spokesman for Chase said: 'We offer a range of different accessibility options based on the needs of our customers, and in line with our commitment to create accessible and inclusive products and services for all. 'While we don't currently offer dark mode in our app, customers can make colour adjustments on their mobile phones – including colour inversion which will make the Chase app 'dark', if the device allows and the customer chooses to.' Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
BBC News
25-03-2025
- Health
- BBC News
Sheffield elderly woman's care fell below standards, council told
Council delays in reviewing the care of a woman who was unable to move and communicate independently "fell below an acceptable standard", an ombudsman Local Government and Social Care Ombudsman said the woman, named as Mrs C, had a care plan of four daily visits by Hallam24 Healthcare, on behalf of Sheffield City it found evidence of missed care visits, instances where Mrs C had been left in an unsafe lying position in her bed, and a lack of incontinence pad City Council has agreed to apologise to Mrs C's daughter, named as Miss B, for the care failings. Mrs C has since died. Miss B alerted the council to concerns in April 2023 which included finding untaken pills and carers forgetting to give Mrs C requesting a short-term review into Mrs C's care, Miss B moved in with her mother and reported further missed care visits despite meeting with care managers earlier that October 2023, Miss B reported concerns including carers not changing Mrs C's incontinence pads and leaving her in unsafe lying ombudsman's report highlighted that the council had made safeguarding inquiries with Hallam24 Healthcare in November 2023 which were not presented to Miss B until August 2024, three months after Mrs C had died. Sheffield City Council agreed to apologise to Miss B for the care given to Mrs C, the delays and lack of communication as well as a symbolic payment of £500 "to acknowledge the uncertainty, stress and worry caused by the fault".The council will now have to provide staff training about good communication and issue a briefing to remind the council and Hallam24 Healthcare staff of the importance of reassessing and completing reviews of care plans in a timely manner. Listen to highlights from South Yorkshire on BBC Sounds, catch up with the latest episode of Look North.
