A NatWest customer was told to use online banking after complaining about being offended about Pride flags displayed at his local branch.
The customer, identified only as "Mr J", visited the bank last July and became upset by the Pride materials on display.
He claimed the paraphernalia caused him distress due to both his disabilities and religious beliefs. NatWest refused to remove the Pride decorations from the branch.
The bank instead pointed out that most of the services Mr J required could have been completed online without visiting the branch in person.
The bank has been an ally of the LGBT+ community
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Mr J escalated his complaint to the Financial Ombudsman Service (FOS) in November. He alleged that the bank had failed to make adjustments required by the Equality Act 2010.
The Act prohibits discrimination based on a number of personal characteristics. Investigators ultimately ruled in NatWest's favour.
They noted that the bank offered "multiple ways" for customers to carry out their banking without needing to visit a physical branch.
The ombudsman told Mr J that to challenge NatWest's right to display Pride materials in its branches, he would need to take the bank to court.
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The bank told him to bank online
PAOmbudsman Danielle Padden wrote: "NatWest is a bank that has chosen to display Pride materials along with other paraphernalia at certain times of the year.
"As a service, we wouldn't be able to tell them not to do that, as they are entitled to celebrate and raise awareness of the communities they serve."
Padden added: "I'm not able to decide that NatWest have acted unfairly here. They have provided alternative methods of banking and are entitled to decide what materials they display in their branches at certain times of the year."
The ruling firmly established that banks have the right to determine what they display in their own premises. The FOS suggested several alternatives to Mr J for avoiding the Pride displays.
These included using ATM machines outside the branch or visiting a nearby Post Office.
The bank also suggested that Mr J could appoint a third party to visit the branch on his behalf during periods when Pride materials were prominently displayed.
In the bank's 2024 annual report, NatWest states that it "celebrates Pride across the UK".
The bank was ranked number 45 in the Top 100 Employers in charity Stonewall's UK Workplace Equality Index.
On its website, NatWest declares its aim to "continue to deliver a better LGBT+ colleague and customer experience through continuously challenging the status quo".
