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The Disability Dividend: Unlocking Growth in UK Financial Services – Appendix

Methodology

The findings and insights presented in this report were developed through a robust, multi-faceted methodology. The process began with desk research to establish the current landscape, identify existing information gaps, and synthesize relevant best practices across the sector.

A crucial input was the ActionAble event in February, which gathered key stakeholders and provided initial perspectives on the challenges and opportunities facing the industry.

The core qualitative data was derived from the in-depth Roundtable discussion with a coalition of leading firms. This event served as a critical forum to validate the initial research, explore actionable solutions, and generate the specific findings and priorities that form the basis of this report.

Finally the report was also reviewed by the CEO’s of both AbilityNet and the Valuable 500 Disability Charity.

Appendix

Figure 1:

This figure is a four-quadrant framework showing how disability inclusion drives organisational performance across internal and external focus, both today and tomorrow.

  • The horizontal axis runs from Internal Focus (left) to External Focus (right).
  • The vertical axis runs from Today (top) to Tomorrow (bottom).

Together, these axes create four quadrants, each representing a different value driver. At the centre is a circular arrow, indicating that progress in one quadrant reinforces and accelerates progress in the others.

Top-Left Quadrant: Internal Focus / Today

  • Heading: Personal Performance
  • Driver label: (Productivity Driver)
  • Description: Inclusive leaders, closing the “engagement gap” and moving into “enablement”, valuing storytelling, individual contributions and equipping everyone with the adjustments they need to unlock their full productive potential.

Top-Right Quadrant: External Focus / Today

  • Heading: Customer Growth
  • Driver label: (Revenue Driver)
  • Description: Capturing the significant, underserved, and growing market of disabled customers and those around them to drive loyalty, advocacy and growth.

Bottom-Left Quadrant: Internal Focus / Tomorrow

  • Heading: Tomorrow’s Talent
  • Driver label: (Talent Driver)
  • Description: Attracting, retaining and growing the next generation of talent, for whom inclusion is a baseline expectation, not a perk.

Bottom-Right Quadrant: External Focus / Tomorrow

  • Heading: Universal Design
  • Driver label: (Innovation Driver)
  • Description: Addressing specific “barriers” to access and experience for disabled customers, leads to solutions that have much broader appeal.

Connecting Element

At the centre of the matrix, between the four quadrants, there is a small circular icon with two curved arrows indicating continuous movement and interdependence between internal and external focus areas, and between today’s and tomorrow’s strategic priorities.

Figure 2:

The image presents a structured framework showing how organisations can advance disability inclusion. The framework is organised into two tiers:

  1. The 3Rs (three foundational commitments)
  2. Four Enabling Areas (practices that embed inclusion across the organisation)

The design reads from left to right, with the 3Rs displayed as three boxes at the top, and the four enabling areas arranged in a horizontal row beneath. A long purple arrow runs beneath the enabling boxes to indicate continuous progress. At the centre above this row is a purple box labelled “Enabling,” with an arrow pointing upward to the 3Rs, showing that the enabling areas support the delivery of the 3Rs.

Top Row: The 3Rs

On the far left, a circular purple icon contains the text “3Rs”. To the right of it are three horizontally aligned grey boxes, each containing one of the core commitments.

  1. Report Openly: Share your organisation’s disability inclusion goals and report progress each year. What matters is starting – progress, not perfection.
  2. Recruit Inclusively: Review the whole journey, from first website visit to interview to day one, and ensure a level playing field so everyone has a fair chance to excel.
  3. Respect Colleagues’ Voices: Support disability networks with senior sponsorship, and make sure colleagues’ voices are heard at Board level.

Middle Element: Enabling

Centrally positioned beneath the 3Rs is a bright purple rectangular box labelled “Enabling.”

A thin arrow points upward from this box to the 3Rs, indicating that the enabling practices form the foundation for successfully delivering the three commitments.

Bottom Row: Four Enabling Areas

Below the “Enabling” box runs a horizontal sequence of four grey rectangles, each describing an essential area that enables progress on the 3Rs. A long purple arrow stretches across the bottom row, pointing from left to right to illustrate ongoing development.

  • Leading & Development: Upskilling teams on disability awareness, accessibility, and inclusive leadership.
  • Customer & Service Users: Creating accessible products, inclusive service design, and customer experiences.
  • Workplace Adjustments: Implementing accommodations, assistive technology, and inclusive policies.
  • Communications & Marketing: Ensuring inclusive marketing, accessible communications, and resonant messaging.
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