Santander Closures and Local Communities

Alex Sobel Excerpts

Thursday 14th February 2019 Westminster Hall

[Neil Parish (Tiverton and Honiton) (Con)]

It is a pleasure to serve under your chairmanship, Mr Davies, and I thank the hon. Member for Glasgow East (David Linden) for securing the debate.

I want to speak first about Santander in particular and then I will have a general go at the banks, because I will feel much better when I have done that. Being a farmer, I have always had very mixed views about banks, one way or the other. They can offer someone an umbrella when the sun is shining, but they are very good at taking it away when it starts to rain.

On Santander in particular, I have had a letter from the Axminster branch—in fact, it is interesting, because I have not actually had it from the Axminster branch but from the “Head of Branch Interactions”, which is one of my points. The letter says that the Axminster branch will close on 2 May, which is a great shame for the staff, a great shame for people in Axminster and a great shame for the businesses there; naturally, Axminster is famous for its carpets, but there are also Axminster Tools and Machinery, and many other businesses. There are also lots of surrounding farms and businesses in lots of villages, with lots of people coming in to Axminster. There is no sort of local manager in Axminster; there is no local anything, is there, anymore? That is partly the trouble.

What I have been sent about the reasons why Santander is shutting the branch is quite interesting. First of all, the letter says that

“89% of customers transacting at Axminster branch already use a variety of ways to complete their banking”.

That is an interesting way to run a business, is it not? Santander is actually saying to people, “Well, because you haven’t done all your business with us, we’re going to close the branch down.” I mean, I do not think that supermarkets or anybody else would go in for that line of business.

The letter also says that

“38% of Axminster branch customers also use an additional Santander branch.”

I might occasionally visit Sainsbury’s, I might occasionally visit Tesco—I occasionally visit a number of supermarkets, in a number of towns and in a number of places, but I would not necessarily expect to hear, “Well, because you’re a loyal customer to Sainsbury’s all over the country, I’m going to shut that branch down, because you’ve used another one.” Again, the logic is somewhat odd.

Then the letter goes on to say that

“54% of customers have transacted using our Online, Mobile or Telephone Banking services”.

That is great, but of course what banks have done—have they not?—is to make it more difficult for customers to get cheque books, or anything physical from them, and therefore they drive more and more people online. When people have gone online, they say, “Well, that’s great. You’ve all gone online now, so we’ll close the branch.” This is happening everywhere and although I am having a particular go at Santander today, it is a general malaise in the banking system.

[Alex Sobel (Leeds North West) (Lab/Co-op)]

The reasons that Santander gave the hon. Gentleman for the closure of its branch in Axminster are the same reasons it has given for the closure of branches in the market towns of Otley and Yeadon in my constituency. I would like Santander, and the other banks and building societies, to look at the Yorkshire Building Society model, whereby it has co-located with estate agents. Branches can co-locate with other businesses if there is not sufficient footfall. Before banks start closing branches, they need to look at all the options and not just close branches.

[Neil Parish]

I could not agree more with the hon. Gentleman, because I just do not think that enough thought is being given to this process. Naturally, it says in this letter I received from Santander that its customers in Axminster are able to go to the post office for cash, to put in cheques and to make withdrawals. Again, however, it is not like having a banking service. That is the other reason that I wanted to speak in this debate.

My hon. Friend the Member for Carmarthen West and South Pembrokeshire (Simon Hart) made the point that we should not just highlight Santander. If I go back to the issues in Axminster, we have had branch closures there for Barclays and NatWest, and the one we have left is Lloyds. Let us hope that Lloyds stays in the town and indeed I hope that all the Santander customers pile along to Lloyds. As Members well know—putting my farming hat back on—it is not always easy to change banks. I used to have a very large overdraft with NatWest, and they did not always want me to transfer it. When a person has a business, they want some personal attention; they want to be able to see somebody; and they want to get some sort of decision on not only their everyday banking, but their business building or their business. That is just not there anymore.

I wonder, as the banks contract, whether there is one bank out there—they all advertise that they are going to listen to us more and have more local services, but they all close them—that will listen to this debate and think, “Perhaps we can work in the other direction. We will offer some sort of personal attention and look after people and businesses, and actually be there. We might open on a Saturday morning after 12.30.” Most of us work, but the banks close their branches at 12.30. Some of my Axminster constituents can go to Honiton, which is quite difficult to get to but is not that far away, but that branch will be closed at 12.30. What is the point? If a bank is going to provide a service, why does it not open and provide it?