UK businesses lose £70bn annually due to lack of accessible payment options, new study from AlixPartners and Project Nemo suggests

LONDON (July 10, 2025) – UK businesses are losing £70bn(i) annually by not attracting and retaining the custom of disabled people and their families, according to a new research report from global consulting firm, AlixPartners, and Project Nemo, the fintech disability inclusion campaign. The new report, titled ‘Improving Accessibility in Payments’, highlights the challenges that disabled customers face when making in-store payments, and the substantial business revenue opportunities that are being missed as a result. 

Approximately 25% of the UK population has a disability that impacts their daily life. Yet, according to this new research, 70% of disabled people frequently experience problems completing a transaction, while 70% of UK-based disabled individuals actively avoid shopping at locations where they anticipate payment difficulties. 

The report’s findings, based on a survey of 300 UK-based disabled individuals and 50 caregivers and on the results of a focus group session, underscore the business value in implementing accessible payments services. Two-thirds (65%) of disabled people claim to have chosen to shop at retail locations specifically because of their accessible payment terminals. A further 60% have recommended businesses with accessible payment solutions to their peers. 

The physical and technological barriers to in-store payment services that disabled customers highlighted during the research include: 

• Physical Accessibility: Barriers around payment terminals, including difficulty reaching card readers and navigating tight spaces. 57% of survey respondents highlighted the need for terminals or card readers to be more accessible. Disabled people have, however, found the introduction of contactless payments significantly beneficial – according to our study, it is still the highest ranked payments feature for improving accessibility.
• Technological Barriers: Payment terminals often have small, low-contrast text, poorly positioned screens, and lack features like audio guidance or tactile buttons. Customers with visual impairments cited issues with small, low-contrast text and poorly positioned screens. Auditory challenges were also prevalent, with deaf or hard-of-hearing customers often missing audio prompts.
• Staff Assistance: A lack of training can mean that staff are often not aware of the specific needs of disabled customers, leading to rushed transactions and a lack of patience or understanding. 

These barriers can cause customer avoidance, negative experiences, and reputational issues. Of the 70% of those disabled people participating in the research report who claimed to have had issues with payments services in-store, 47% stated that they left the shop without making the purchase.

Commenting on the study’s findings, Jonathan Hughes, a Partner and Managing Director at AlixPartners and a payments industry expert, said: 
"Technology is advancing fast – and so is the opportunity to make payments more accessible for disabled customers, yet we’ve found that UK businesses are losing tens of billions of revenue annually by overlooking this growing market segment. It is clear that the payments industry is at the forefront of a significant opportunity to drive growth, enhance customer loyalty, and make a real difference. For example, some respondents indicated that they would benefit from using technology that allows them to leave the store and pay automatically, or from using their own smartphone to relay instructions. Ultimately, investing into inclusive payment systems makes clear business sense.” 

Dr. Yalini Pathy, a Director at AlixPartners, commented: 
“Inclusive in-store payments systems play a huge role in creating a better experience for everyone and should be designed in a way which ensures that no customer is lost in the process. With social media and e-commerce having transformed modern retail in recent years, it has never been more important to invest in the in-store customer experience. Customers increasingly expect in-store payments to be as seamless as e-commerce transactions, but there is clearly still some catching up to do.” 

Joanne Dewar, Project Nemo Lead, added: 
“Accessibility isn’t just the right thing to do—it’s a £70bn commercial opportunity hiding in plain sight. At Project Nemo, we’ve heard numerous real stories—from people who want to spend but are blocked by avoidable barriers. The good news is that many of the solutions are simple and already exist. With fintech innovation accelerating and inclusive design gaining ground, leaders who act now can unlock growth, trust and loyalty—and show what inclusion really looks like in practice."

ENDS

Methodology (i): The study, "Improving Accessibility in Payments," was conducted in collaboration with Project Nemo, Potloc and Disability Rights UK. It surveyed 300 disabled individuals and 50 caregivers and included a focus group of 15 people, facilitated by Disability Rights, to gather detailed insights into the payment challenges faced by disabled customers. 

The £70bn figure was calculated in the following way:

• Key assumptions were defined, based on publicly available data and benchmarks (including estimating the number of disabled individuals in the UK and assuming average monthly transaction patterns and spending across various retail categories).
• The core of the economic modelling was built on self-reported data from the survey, which provided the average number of monthly instances that individuals with different disabilities were unable to complete an in-person payment due to inaccessibility across various retail and hospitality sectors.
• To quantify the commercial implications, three distinct scenarios were modelled, each using a combination of survey data, consumer behaviour estimates, and retail spending benchmarks. 

About AlixPartners
AlixPartners is a results-driven global consulting firm that specializes in helping businesses successfully capitalize on opportunity and address critical challenges. Our clients include companies, corporate boards, law firms, investment banks, private equity firms, and others. Founded in 1981, AlixPartners is headquartered in New York and has offices in more than 20 cities around the world. For more information, visit https://www.alixpartners.com.

About Project Nemo 
Project Nemo is a disability inclusion campaign with a goal to set fintech as a sector leader in inclusion, deliver a lasting legacy of change. Project Nemo will kickstart conversations, convene allies and connect experts. The initiative’s goal is to create a lasting legacy of continual progress towards a more inclusive fintech industry and services.
 
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