Bank Closures: Stoke-on-Trent North

Aaron Bell Excerpts

Wednesday 14th June 2023 Westminster Hall

[Jonathan Gullis]

My right hon. Friend and Staffordshire colleague has been a fantastic champion for that great country for many years. He is entirely correct that there needs to be a rethink. It is starting to feel, albeit unintentionally, like Barclays has something personal against Staffordshire, with Kidsgrove, Newcastle-under-Lyme and Wombourne all facing branch closures. This has not been well thought through, particularly as residents may have to travel to Crewe or Hanley. That is not an easy journey for the constituents of my right hon. Friend the Member for South Staffordshire (Sir Gavin Williamson), as I am sure public transport connectivity is not what he would desire.

A journey to Crewe is a significant one even from the place I am proud to serve, particularly if households do not own a vehicle and rely on public transport that is not well connected to the surrounding north Staffordshire area and the Cheshire boundary. I hope that common sense will prevail here, and that Barclays will engage with my right hon. Friend, my hon. Friend the Member for Newcastle-under-Lyme and myself to talk about what can be done to help protect its customers in these difficult times.

One of my constituents, Ms Green, told me that

“many disabled people and pensioners will suffer”.

That makes me question whether Barclays is even complying with the FCA’s guidance. Crucially, 40% of over-65s—over 4 million people—do not manage their money online. That is because online banking is difficult to navigate and automatic telephone responses are monotonous and impersonal. A constituent wrote to me to say that they found telephone banking

“confusing and difficult to hear.”

A recent survey by Accenture illustrates that point, finding that 44% of over-55s would rather visit their branch. It also showed that in-person banking was also popular among over 20% of younger people.

Alongside the impact the branch closure will have on vulnerable people, it is impossible to underestimate the financial security implications of a lack of in-person banking. Since Barclays announced its closures, I have been inundated with correspondence from local people outraged that Kidsgrove is losing its last remaining bank. One constituent told me that they are “appalled” at the announcement, and that it will put the elderly

“at greater risk of getting scammed.”

Dr Daniel Tischer of the University of Bristol noted that,

“the danger of mass cyber-attacks... looms ominously”.

He also noted that there is a genuine risk of cyber-crime, scams and fraud. I am certain that the precedent set by bank closures will put people at greater risk, especially the most vulnerable in our society, who lack the digital awareness younger people have to spot clear signs of illicit financial activity. For those people, in-person banking with specialist advisers is crucial. By closing the branch, Barclays is putting people whom it has an obligation to support and protect at a much greater risk.

[Aaron Bell (Newcastle-under-Lyme) (Con)]

I apologise for being a little late. I congratulate my hon. Friend and neighbour on his campaign for the Kidsgrove Barclays branch. As he knows, Barclays has closed the branch in Newcastle-under-Lyme as well, and I too have been inundated with correspondence. My constituents have the option to switch, and I am encouraging them to do so. That option is there because of Government measures that were put in place to make switching easier. My hon. Friend is a superb champion for the people of Kidsgrove in the north of the borough, but they do not have the option to switch. Barclays should think again about both closures—but especially about his.

[Jonathan Gullis]

I congratulate my hon. Friend on his campaign and petition, and on guiding those customers of Barclays to other local banking providers that are proudly remaining in the centre of Newcastle-under-Lyme. It is a shame that the decision was made to close both the Kidsgrove and the Newcastle-under-Lyme branches within a two-week period. Ultimately, had a decision been made just on Kidsgrove, at least there would have been some justification for residents of Kidsgrove, Talke and Newchapel to go to Newcastle-under-Lyme, Hanley or Crewe—but Barclays took both branches out.

Local transport is not necessarily the best and not everyone has access to a motor vehicle. The longer journeys make in-person banking services simply not accessible for many. It is therefore wholly appropriate that customers vote with their feet and that people are made aware. There is a Lloyds bank branch available in Tunstall and there are other banking providers in my hon. Friend’s local town of Newcastle-under-Lyme, and I will join him in directing customers to places where they can still access that face-to-face service within a five-mile radius of where they live. My constituent Ms Birchall told me that she feels that older generations are being marginalised. Barclays’ decision undermines its commitments to the Financial Conduct Authority’s guidelines, and it does not do enough to care for the most vulnerable, as the closure clearly increases their exposure to fraud.

Small and medium-sized businesses rely on local banking services to deposit their cash and rely on in-person infrastructure to deposit their earnings and savings. One local business owner told me that they were devastated by the proposed closure of Barclays in Kidsgrove. They said that the queues are so long because some customers had difficulties in using online facilities, and that it will now be far more difficult for those businesses to deposit their cash and earnings, especially after NatWest, TSB and Britannia’s closures.

Not only will Barclays’ decision to close its branch have an impact on local businesses that use the local bank’s services, but the closure may drive people away from the local high street. Over the past 10 years, 10,000 shops, 6,000 pubs, 7,500 banks and more than 1,100 libraries have closed. The impact of closures has been felt especially in areas such as Stoke-on-Trent North, Kidsgrove and Talke. Without doubt, the covid pandemic exacerbated some of the problems local high streets face, with more people than ever before turning to online shopping. Local bank branches incentivise people to visit high streets, with constituents telling me they shop, eat and drink after going to the bank. If the local branch goes, people will be less likely to visit small businesses and help the local economy to grow.

I am passionate about fighting for the health and vitality of the local high streets I am proud to serve. They are the focal point of local communities and a source of immense civic pride. That is especially true in Kidsgrove. With the £17.6 million Kidsgrove town deal—a once-in-a-generation investment in our local community— the new BMX pump track at Newchapel Rec, the 3G astroturf pitches at The King’s Church of England Academy, the newly reopened Kidsgrove Sports Centre and the plans for the shared services hub in the town centre, as well as investment in Kidsgrove railway station, we are attracting more outsiders to visit our local area.

I accept that digitalisation is transforming the way we access banking, but we should do more to explore how we can incorporate banking hubs into our system and into local communities, such as in Kidsgrove. Banking hubs are shared services where customers from almost any bank can visit their local post office and withdraw cash from the counter. Both the Access to Cash action group—CAG—and LINK argue that banking hubs are extremely popular, and their use has doubled since they opened. However, we need to roll out far more of those hubs more widely if they are to negate the demonstrable impact of bank branch closures.

Shared service banking hubs have the potential to be highly valued facilities at the centre of a thriving town centre. I am certain that having banking hubs with specialist advisers from all major banks present in a new and permanent feature on our high street, such as the shared services hub in Kidsgrove we propose to build in the not-too-distant future, would go a long way to not only delivering on the levelling-up agenda that is so important to my constituents, but giving them the reassurance they rightly deserve about having that access.

The Barclays bank closure in Kidsgrove threatens to limit the local community’s access to cash. More than 10 million adults in the UK need access to cash, and this is especially pressing since our most vulnerable constituents rely on cash more and more for things such as budgeting. The independent 2018 access to cash review found that as many as 8 million adults would find a cashless society difficult, and Barclays’ decision to close its branch in Kidsgrove will exclude many people in the local community even more from getting the cash they need to get by on every day.

The impact of irresponsible closures of local bank branches is exacerbated by the decline in the total number of ATMs. A report by Which? found that between January 2018 and September 2019, the number of free-to-use ATMs went down from 54,500 to 47,500, representing a 13% reduction in the size of the free network. As of 2023, there are 3,431 ATMs in the west midlands. The great town of Burslam was the first in the UK with a population of more than 20,000 without either a bank branch or an ATM. We tested an access to cash scheme run by Sonnet in Burslam in 2021. While the pilot found that local people were largely supportive of the cashback services in convenience stores, the free educational services offered over a significant period, aimed at people with poor digital skills, were deeply unpopular and failed to give people the confidence to transition to online banking.

It is undeniable that Barclays’ decision to close its branch in Kidsgrove will leave a gaping hole in our local community, but I want to take the time to point out the measures that Barclays is taking to help the community transition. Barclays has assured me that face-to-face banking continues to play an important role for some of its customers in Kidsgrove through a continued presence in the community via new alternative physical touchpoints in retail outlets and community spaces. I believe that one is planned for the local library. Barclays is introducing specific, targeted support for vulnerable and elderly customers who have been identified as needing additional help. The offering includes one-to-one “tea and teach” sessions to support digital skills capabilities, alongside sharing the services available at the nearby post office and, in due course, at the alternative community banking presence we are seeking to put in place.

Yesterday, Barclays informed me that it will have a team at Kidsgrove Sports Centre for three days a week, offering face-to-face financial support on Mondays, Tuesdays and Fridays. However, that fails to match the services offered from its traditional branch and, crucially, the access to cash pilot in Burslem demonstrated that the educational services were deeply unpopular, with low attendance figures. As such, I am sceptical of the precautions that Barclays has put in place to support local people in the community in Kidsgrove to transition from a physical branch.

Bank closures have a demonstrable impact on local communities like Kidsgrove. My constituent, Ms Leake, wrote to me saying that her mother visits the branch religiously, and I know that Ms Leake’s mother is not alone. As we have discussed today, the closures have a disproportionate impact on the most vulnerable in our society, with the elderly and disabled facing financial exclusion, as it is far harder for them to use online banking services or travel further afield. Leaving Stoke-on-Trent North, Kidsgrove and Talke with just one bank on the high street will also put my constituents at greater risk of fraud. Lack of access to in-person banking will put more people at risk of cyber-crime and, once again, the impact will be felt more by our most vulnerable constituents.

Bank closures also disincentivise people from visiting high streets in places like Kidsgrove, which will lead to decreased footfall and have a knock-on impact on small businesses. Banks are at the very heart of communities, and we need to explore how we can expand banking hubs more widely to ensure that people still visit the high street.

With more than 10 million people in the UK needing regular access to cash, further bank closures such as those we are seeing in Kidsgrove exclude my constituents from their money. Given that those from disadvantaged backgrounds rely more heavily on cash, Barclays’ decision impacts our most vulnerable constituents. Ultimately, we need banks in our local communities, and the people who make communities like Kidsgrove great need banks. I urge the Minister to do whatever he can to support areas like Kidsgrove to keep banks on their high streets, as they are so important for economic vitality and as a focal point of support for our most vulnerable constituents.