Like other banks and high street retailers we are seeing a shift in the way customers choose to do business with us. There has been a major change in the way most customers now choose to access banking services and more often customers are using telephone, internet and mobile channels to do day to day banking. As a result the number of transactions which take place in branches is falling year on year. The way in which customers use the branch is also changing. More and more customers access the branch when they want to speak with us about a significant life event such as applying for a mortgage or arranging an overdraft.
Our branches remain a vital part of what we do. However, in this fast changing environment it is important that we are able to continue investing in our network, making sure that branches meet the needs of our customers offering the right mix of service, convenience and advice. As a result, we have had to take the difficult decision to close a number of branches. This decision has been reached after considerable thought and analysis which includes input from local management.
The following impact assessments provide more detail on how we took the difficult decision to close a number of branches and where our customers can continue to access banking services.
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