Banking Services: Accessibility

David Chadwick Excerpts

Thursday 19th March 2026 Westminster Hall

[David Chadwick (Brecon, Radnor and Cwm Tawe) (LD)]

It is an honour to serve under your chairmanship, Mr Western. I thank my hon. Friend the Member for St Ives (Andrew George) for securing this vital debate. He represents a similar constituency to my own, with the additional challenge of some extra islands, and I was struck by some of the similarities in our experiences—particularly the dismissive attitude of Lloyds, which was mentioned by several Members.

My hon. Friend spoke about the reliance on community bankers, which banks have provided as an alternative, but, similarly to him, I have found in my constituency that the locations in which they are offering those services are not up to scratch, and local residents do not feel comfortable with them. My hon. Friend also said that the FCA criteria need to be widened, a call that I certainly agree with.

My hon. and gallant Friend the Member for Tewkesbury (Cameron Thomas) spoke of the impact of closures on small towns and local economies. There is only one bank left in Tewkesbury; I am sure that is causing a huge inconvenience for his residents. Likewise, I agree with his call for the number of hubs to be increased. The hon. Member for Stoke-on-Trent North (David Williams) spoke of Lloyds’ “computer says no” approach, and the hon. Member for Cumbernauld and Kirkintilloch (Katrina Murray) spoke about the community campaigns in her constituency and the impact of Santander’s closures.

Across my constituency of Brecon, Radnor and Cwm Tawe, we are seeing a steady and deeply worrying erosion of access to basic banking services. The issue here is whether people can withdraw their own money, whether small businesses can function, and whether elderly residents can manage their day-to-day lives. In rural Wales, access to cash and in-person banking is not a luxury; it is a necessity.

Take Hay-on-Wye, an internationally renowned tourist destination and home to the Hay festival, with a thriving high street built on independent businesses. It is heavily cash dependent, particularly during the tourist season, yet it has no bank, and its only 24-hour ATM is routinely out of action, often for weeks at a time. What message does that send—a town that welcomes the world yet cannot guarantee access to cash for its own residents or its many visitors? That is not just inconvenient; it is economically damaging.

In Presteigne, the situation is even more stark: the town has lost its bank branch entirely. The nearest alternative—this speaks to the point about long bus journeys—is now two hours and 40 minutes away by bus. This is a town with a large elderly population—people who are far less likely to bank online and far more reliant on face-to-face services. Those people are effectively being told that accessing their own money now requires a full day’s travel. That simply cannot be right.

In Brecon and Llandrindod Wells—the largest towns in Brecknockshire and Radnorshire respectively—each town is now down to its last remaining bank. Those towns are key hubs for their counties, serving not just local residents but the wider Brecon Beacons and Radnorshire area, with a significant tourism and agricultural economy. Yet, under the current rules, those towns must wait until the final bank closes before they can be considered for a banking hub. That forces us into a perverse situation in which communities have to lose everything before they qualify for any support. Why are we waiting for failure when we can clearly see it coming?

In Pontardawe, residents have already been left without a bank. They are now forced to travel to Neath—a round trip by bus that can often take more than two hours. Again, that disproportionately affects older residents, those without cars and those on lower incomes. Financial access is becoming a postcode lottery.

The fundamental problem is that the criteria for banking hubs are deeply flawed. They simply do not reflect how rural communities actually work. The current model looks at whether there are 7,000 people within 1 km of a high street, but rural Wales does not work like that, and nor do many areas across the United Kingdom. Towns like Brecon, Hay, Llandrindod and Presteigne act as hubs for vast surrounding areas—villages and rural communities many miles beyond that arbitrary radius. The system therefore systematically underestimates need, and communities lose out as a result.

Banking hubs are about more than convenience; they are also about inclusion. We still have significantly high levels of digital exclusion, particularly among older residents and in rural areas, where many struggle to get a mobile signal at home. Many people simply cannot manage their finances entirely online, and they should not be forced to. Banks should have a duty of care to their customers. After all, their profits are built on the money that customers entrust to them.

We also need to ensure reliable access to cashpoints. An ATM that is frequently out of service is no access at all. Let us be clear: this situation is not inevitable. The major banks are making significant profits. They are benefiting from higher interest rates and, in many cases, generous tax arrangements. Yet at the same time, they are withdrawing services from the very communities that helped them to build those profits.

In Powys, for example, a county that covers nearly a third of the land mass of Wales, there are no remaining Lloyds branches at all. That is an extraordinary withdrawal of service. Yet Lloyds made a £6.7 billion profit last year, which was up 12%. Its CEO, Charlie Nunn, received a total pay package of £7.4 million for 2025, and he is reportedly set up for a potential maximum payout of £17.7 million under a new performance-related pay policy proposed for 2026. There we have it: he will get a £10 million pay rise for closing bank branches across the country. Communities are being abandoned unnecessarily while banking profits are being prioritised.

[Cameron Thomas]

I hope my hon. Friend does not mind if I join in on his last point, which adds to the comments made by our hon. Friend the Member for St Ives (Andrew George) about the branding that Lloyds uses to portray itself as “By Your Side”, as though it is a member of the community. It uses the powerful image of the black stallion and powerful music, the name of which evades me. The reality is that it is a multi-billion-pound juggernaut and that black stallion has well and truly bolted from 94 of our communities, ridden by a CEO taking home £17 million.

[David Chadwick]

My hon. Friend is quite right. Many of my constituents certainly would not say that Lloyds is by their side. That is why it comes down to the Government. They have to show that they are on the side of our constituents, not just of the big banks.

Ultimately, this is a question of political choice. The Government can choose to stand up for rural communities and those reliant on in-person banking—which is all of us—or they can continue to allow this managed decline. Right now, the choices being made are the wrong ones. Labour has chosen to keep the tax breaks handed to the big banks by the previous Conservative Government and hinge its economic strategy on appeasing those same banks. At the same time, it is asking the small, often family-run businesses on our high streets to shoulder more of the burden to raise revenue. While big banks are being rewarded, rural communities are being left behind and local businesses are being squeezed.

That is not fair, balanced or sustainable. We need a reform of banking hub criteria to reflect rural geography, a proactive provision of hubs before the last bank closes, guaranteed access to free-to-use ATMs, and stronger obligations on banks to maintain services in underserved areas. Without intervention, the current trajectory is clear: more closures, further exclusion and more communities left behind.

[Richard Fuller (North Bedfordshire) (Con)]

It is a pleasure to serve under your chairmanship, Mr Western. I join everyone in congratulating the hon. Member for St Ives (Andrew George) on not only securing the debate but opening it so clearly. He laid out the particular issue in Penzance, but in doing so highlighted common concerns about bank closures. He raised some interesting questions in his excellent speech. I am sure the Minister will address them, but I will highlight a couple that I thought particularly interesting. The first was about the manner in which the closure was done—there was no consultation. He also talked about access to banking, not just to cash. The Minister will be aware that the Labour party had thoughts on that prior to the election; I do not want to prejudge the consultation, but I would be interested in her observations about that.

The hon. Member for St Ives has been joined by several other Members. The hon. Member for Stoke-on-Trent North (David Williams) made an important point, among many, about the communal role that banks have played historically, and the hon. Member for Tewkesbury (Cameron Thomas) mentioned the impact on town centres. Those two points highlight how central bank branches were to our country’s culture. The hon. Member for St Ives also talked about the buildings that once housed the recently closed banks. The withdrawal of bank branches not only strikes at the way financial services operate in this country, but says a lot about the type of country we are. I will come on to that point later.

In his intervention, my hon. Friend the Member for Keighley and Ilkley (Robbie Moore) raised the issue of the criteria used in the selection of banking hubs. I would be interested to know whether the Minister is considering that. The hon. Member for Cumbernauld and Kirkintilloch (Katrina Murray) talked about face-to-face banking, which goes to the nub of the matter: future trends in banking, an issue that I will raise in my own comments. The Liberal Democrat spokesperson, the hon. Member for Brecon, Radnor and Cwm Tawe (David Chadwick), made a wide-ranging speech and talked about how mobile banking must be dependable to be successful, as well as the availability of mobile networks.

I had an exceptionally brief ministerial career, part of which included introducing to the House of Commons the Financial Services and Markets Act 2023, which contained the provisions that provided for banking hubs. It might be helpful to share some of my own thinking, or the thinking of the Conservative Government at the time. Some comments have been made about the impact of closures. I share people’s concerns about that issue, but the Government of the day—the Labour Government, today—must take a view on whether they will work with trends in how financial services operate in this country. They must decide either to seek to mitigate the social consequences, which is the rightful role of Government, or to stand steadfast against such changes. Patently, the decision made by the then Conservative Government, which has been supported by this Labour Government, was to work with the grain of how financial services are moving. It is about facilitating that, as far as possible, while recognising the social disbenefits that can arise.

It is fair to say that when consultations were done at the time, which was during covid, accessibility to cash was the primary focus of concerns about the decline of branches. It is also fair to say that the provisions in the 2023 Act on the future accessibility of banking were not set in stone. It was clear that we were in a period of trend and change that would require further consultation and review on how it was working, and what further trends were occurring. The Opposition welcome the Government’s taking the opportunity to look at these issues again.

To give a sense of the pace of change—this has not been mentioned so far—in 2024, for the first time, cash accounted for less than 10% of payments in this country. We need to go back only eight years for it to be, by far, the No. 1 form of transaction in this country. For those Members who are old enough to remember them, cheques now account for only 0.2% of all payments, so there has been a significant change.

On the pace of change of bank branches, since January 2015 there have been 6,700 bank branch closures, according to Which? magazine. To put that into context, there are approximately 12,000 towns in the country, and about another 100 cities. That shows the significant withdrawal of physical premises across the country. The number of ATMs has also fallen by 40% since 2015.

On the plus side, we have largely seen an end to the long decline in post offices in this country. One of the benefits of our post office network was that post offices were present in many locations, although not all, and could provide aspects of the banking services that were important to people. The change to the trend for post offices is welcome. We want our post offices to continue to provide a broad range of services to local communities. Postmasters and postmistresses are often among the most trusted people in their community, and they can provide a range of services, but of course they do not necessarily have the same level of expertise in banking that one would find in a bank branch.

That takes me on to another point. This debate was starting to look like a bit of a hit-job on Lloyds bank. I think that it was just by chance that the first three bank closures referred to were all of Lloyds branches, so let me say that this is not just a Lloyds thing; it affects all financial institutions. On the other hand, our financial institutions and banks do a very good job for people. They are effective in making sure that people have a safe place for their money and that money can be transferred from A to B. They are good at developing new products and at trying to adapt to technological change.

[David Chadwick]

The hon. Member says that banks do a very good job. Is he not aware of the numerous outages that Lloyds has had on its banking apps over the past couple of years and indeed the past couple of weeks? Those outages create a reliance on physical infrastructure for people to access cash if they need to.

Does the hon. Member also agree that the banks can afford to pay for banking hubs? It is not the Government who should have to pay for them. Does he agree that banks have more than enough to cover the cost of these hubs?

[Richard Fuller]

I have to say to my Liberal Democrat friend that the Liberal Democrats’ position is that taxing big businesses, big banks and big tech can pay for everything. I think I have heard the moneys from that being allocated to well over 20 different applications. That may have a role—it is up to the Liberal Democrats to say—but the key point I was making is that, whether we like it or not, a vast number of the things we do are moving from analogue to digital, and banking is not isolated from that. Look at the way in which people communicate, the way in which legal services are likely to change and the way in which public services are likely to be delivered. The role of Government, back in 2022-23, was either to put up a block against that or to facilitate the change. We said that we would facilitate the change.

There are contributions made through the banks to fund the banking hubs. More broadly, on the major transition of banking into the digital age, I take the hon. Member’s points about outage concerns and about someone receiving £1 million in their bank account and wondering how it got there, but overall the transition by financial services in this country has been done very well. It is important, though, that the Government of the day recognise the importance of maintaining essential banking services as a foundation for public confidence in the sector.

The issue of footfall is crucial, as is the point about being able to talk to a person. I recently went into a bank to withdraw some cash—not a huge amount, but a fair amount. I was asked, “Why are you taking your money out?” That might seem a rather intrusive question—I was going to say, “I’m putting it all on red in Las Vegas,” although I was not, obviously—but the reason for asking the question relates to a serious point that the hon. Member for Cumbernauld and Kirkintilloch made. One issue that, back in 2022-23, I did not anticipate becoming so significant was how sinister online fraud on vulnerable people would become. With just a phone conversation, people can be intimidated or forced into thinking that they have to take money out of their account, and it ends up in criminal hands.

Online fraud is an evil crime, and it can affect anyone. It is a very sophisticated way to get to people who feel vulnerable. The best defence against it is the fact of having to go into a branch of a bank or financial institution and have someone over the counter look you in the eye, see how you feel, and ask important questions to reassure themselves that you are not the victim of a crime. I take that very seriously; when I was looking at the issue a few years ago, I was perhaps not as cognisant of it as I am now. I would be interested in the Minister’s thoughts.

Notwithstanding certain disagreements about the overall role of banks, this has been a debate in which all sides have urged the Minister and the Government to look at the update and the consultation in a serious way, think about what has been done correctly and see what, in today’s world, are the best changes to be made to the regulations.

--- Later in debate ---

[Lucy Rigby]

It is always welcome when Members attend such openings. The hon. Member for Keighley and Ilkley (Robbie Moore) is no longer in his place, but I was pleased to hear him welcome the upcoming opening of the banking hub in Ilkley. I note what he says about the need for a hub in Keighley as well.

[David Chadwick]

Mine is the biggest constituency in England and Wales, and four or five towns in it sorely need a banking hub: Brecon and Presteigne are two such examples, beyond the hub that has already opened in Ystradgynlais. Does the Minister agree that there is a need for more than the 350 hubs that the Government have already committed to?

[Lucy Rigby]

The hon. Member has tried to trick me into saying the name of his constituency or the towns in it before; as he well knows, I cannot pronounce them anywhere near as well as he can. I was about to answer the exact point that he makes. It is really important to note that the 350 figure is a floor, not a ceiling. Our manifesto commitment sets that floor of 350 hubs. I appreciate that the hon. Member is not asking me to call it right now, but I will: the Government, working with industry, hope to go above that number. That is not least because more than 270 hubs have already been announced. Our commitment is for 350 hubs over the course of this Parliament, and 18 months into the Parliament we are already at 270—hon. Members will see the trajectory. Of the 270 hubs that have been announced, 225 are now open. The remaining hubs that have been committed to are yet to open, but we expect them to in due course. To answer the hon. Member’s question, it is entirely possible that the 350 target will be surpassed, as and when more communities need banking hubs. I would welcome that, it sounds like he would welcome it and I am sure that other Members across the House would too.

Banking hubs provide assisted cash services through post office counters alongside community bankers from individual banks who meet customers face to face in a private room to offer support, as they would in a traditional branch, as has been mentioned. I was very sorry to hear the experiences with community bankers noted by the hon. Member for St Ives; that was not what I understood from colleagues in this place and what I have heard anecdotally outside this place. Indeed, when I visited the banking hub in Warwick in your constituency, Mr Western, I did not see queues of people waiting to see a community banker. Everything was happening in an orderly way, and community bankers could see people in a timely fashion. Nevertheless, I note the experiences that the hon. Member put on the record, and I am more than happy to look specifically at the issues in that banking hub.