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Danske Bank paid £ 2,000 to a deeply deaf woman and adapted her services after accusing the company of discrimination based on disability.
The bank paid the settlement without admitting liability.
Fiona McKendry from Belfast reads and wears hearing aids in both ears.
After finding a fraudulent activity on her bank account, Ms. McKendry contacted the bank by telephone with the help of her brother.
Northern Bank Ltd, a member of the Danske Bank group and using Danske Bank as a trading name, refused to serve it because they did not speak to it directly.
She had asked her brother to explain his disability to the operator and then forward him the instructions of the bank.
A spokesperson for Danske Bank said that his local contact center has since invested in voice biometrics technology to help customers identify them easily and securely.
"We were pleased to work with Ms McKendry and the Equality Commission to achieve better results," the spokeswoman said in a statement.
McKendry said the result "gives me a lot more confidence to deal with the situation."
Mary Kitson, Senior Legal Officer at the Commission for Equality, said that it was a "very positive result".
Bank card blocked
After the phone call, Ms. McKendry's bank card was subsequently blocked. She therefore contacted Danske Bank via a messaging service on her online banking application.
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However, the application says that a user may need three to five days to get an answer, which Ms. McKendry felt was insufficient to deal with the ongoing fraud.
She was then invited to meet the bank branch manager the next day, who confirmed that her bank card had been blocked as a result of her phone call.
He was badured that his account was safe and that any money lost would be refunded.
& # 39; Very frustrating & # 39;
The bank manager suggested giving Mrs. McKendry's brother access and transaction rights to his bank account.
She declined the offer, saying that she was financially independent, then filed a complaint and contacted the Equality Commission.
Ms. McKendry stated that she found the situation "extremely frustrating", adding, "I needed only my brother, in this case, to serve as an intermediary so that I could act quickly and decisively to prevent money being stolen fraudulently from my bank account "
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