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The Economic Secretary to the Treasury (Simon Kirby)
It is a pleasure to serve under your chairmanship this afternoon, Mr Gray. I thank my hon. Friend the Member for Mid Bedfordshire (Nadine Dorries) for securing this important debate on behalf of her constituents. She is clearly a very loud voice for her area, and I am sure that NatWest will be listening carefully not only to what she has said, but to what I am about to say.
What is clear to me from the points made today, which were all very good, and from the many letters that I receive regularly from other hon. Members on this subject, is that we all agree on the vital role that banks and building societies play in our local communities, particularly rural communities. As Economic Secretary, I am committed to a financial services system that delivers for all its customers throughout the UK. It does not matter who people are, where they live, what they do or how old they are; it is important to deliver to everyone. We all need the industry to help us to manage our money and to achieve our life goals. Banks and building societies should be there to help everyone, at every stage of life.
I will talk about adapting to change. Banks have made a lot of progress to adjust to the wider changes to the way in which we are banking in the modern era. The banking industry estimates that the number of people going into branches to do their banking has fallen by roughly a third since 2011. RBS reports that, between 2010 and 2015, its customers’ online and mobile transactions increased by 400%. The British Bankers Association reports more than 7,000 banking app logins a minute in 2015, which was a 50% rise on the previous year. Many of us in this place, too, have reduced our use of high street bank branches as it has become easier to do more online.
Such changes are leading to tough decisions for the banking industry. Some banks are investing in branch networks, some are consolidating their networks and some are establishing themselves as digital only. It is not for Government to intervene in those commercial decisions, although it is right for us to support access to the banking services that people need. Bank branches remain important to many customers. The Government want to ensure that the industry responds to changes in the way in which we bank while ensuring that it caters for customers who still need access to a branch.
My hon. Friend mentioned post offices. The post office network of more than 11,500 branches enables customers to have access to their bank accounts, withdraw money, deposit cash and cheques, and check balances. She might be pleased to know that in January this year the Post Office announced that it had reached an agreement with all the banks to allow more banking customers to access a wider range of services at the post offices than ever before.
Nadine Dorries
I understand that point, which may be applicable to post office facilities housed in buildings that are appropriate for the extra business. In Ampthill, however, that is not the case. As I said, this lunchtime I was told by someone in Ampthill that the post office there struggles to find staff and is in small premises, which are very cramped—just try buying a stamp there at any busy time in the year. Although the Post Office has agreed to take over for those banks, we know that post office closures have been a problem throughout the UK for quite some time now. A local post office is neither predictable nor assured, and in Ampthill its facilities are certainly not appropriate.
Simon Kirby
My hon. Friend makes a reasonable point. In the wider context, it is important to say that 99% of personal and 75% of business customers will be able to carry out their day-to-day banking at post offices up and down the country as a result of the new agreement.
The post office in Ampthill is opposite the NatWest bank, in McColl’s store and next to the Woodhead Horns repair shop. Next to the bank and opposite the post office is Cambridge Wine Merchants, so I understand that Ampthill is a flourishing, attractive place for people to visit to shop. The banking facilities are an important part of that, but it is worth saying that post offices enjoy longer opening hours than banks, with many open on a Sunday. Furthermore, the changes in the new agreement will help with our frequent worry, as MPs, about our post offices closing down. The additional services and responsibilities will ensure that they are more likely to continue successfully.
The Post Office is also carrying out investment in and modernisation of 7,000 post offices throughout the country, to make the network more sustainable in the long term. In Ampthill, I hope that means that the cloud has a silver lining. It is worth adding that the Post Office is the largest retailer open on Sundays, it has a bigger network even than Tesco, and I am keen to see financial services on our high streets throughout the country. The access to banking protocol means that when a bank decides to close a branch it must think very carefully about the consequences of doing so. It must engage with its customers, it must consider their needs and it must identify ways for its customers to continue banking after the branch has closed. That analysis must be made public.
I am pleased to say that all the major high street banks have signed up to the protocol. The British Bankers Association appointed Professor Russel Griggs to carry out an independent “one year on” review of the protocol. He published that review last November and made several recommendations to improve how the protocol operates. The Government welcome that review, and we are pleased to see the industry commit to further improvements to protect people affected by closures. There is already evidence of improved industry behaviour in places such as Ampthill. RBS, the parent of NatWest, has committed to providing customers with six months’ notice of planned closures rather than the 12 weeks stipulated in the protocol, and it did so in Ampthill. That is good news for my hon. Friend’s residents, who will have more time to plan for change.
I should also say that customers could vote with their feet and switch their accounts to a bank with a branch nearer to them. My hon. Friend mentioned Flitwick, which is 3 miles away, where Barclays is clearly doing a good job. Perhaps people will consider that option. I can confirm that I have heard that NatWest has committed to retaining an ATM in Ampthill when the branch closes. That is good news and another example of positive industry behaviour.
Nadine Dorries
I thank the Minister for his forbearance. I have had a similar promise in writing from NatWest, but when it is asked to give that promise at public meetings, it gives no such assurance to the local community. It is good that he said that on the record. I, too, have said it, but NatWest is not doing that in local meetings.
Simon Kirby
I am not really in a position to tell NatWest how to run its business, but here we are in a public forum that is being recorded and is available for all to see. Having heard that an ATM is promised, I would be disappointed if one were not delivered. I can be quite clear about that. I should say that I am sure that that promise is a result of my hon. Friend’s work and campaigning with local residents, who clearly see this as an important issue.
I will continue to keep a close eye on this matter. My hon. Friend will be aware that hundreds of towns, villages and even cities up and down the country are seeing changes in financial services. I try to take an interest in them all, but as she succeeded in securing this debate, I will take an even closer look and keep an eye on her area in particular.
I understand my hon. Friend’s concerns and the concerns of many other Members, who do a good job of standing up for their local communities. I encourage the industry to think creatively about how banks continue to serve their customers and how the impact of branch closures can be minimised. Banks and building societies need to balance customer interests, market competition and other commercial factors when considering their strategies. Although the Government do not intervene in such commercial decisions, we will continue to push to ensure that everyone can access the banking services that they need. I thank my hon. Friend for raising these important issues. This has been a good debate, and I look forward to visiting her part of the world in the near future to use the cashpoint, the wonderful wine merchants and the horn repairers.
Question put and agreed to.