Banking Services: Accessibility

Matt Western Excerpts

Thursday 19th March 2026 Westminster Hall

[Andrew George]

I want to make sure that the Minister understands that I was simply describing what the community banker working on behalf of Lloyds was providing. I was referring to the Lloyds replacement for the closed branch, not a banking hub.

[Matt Western (in the Chair)]

I remind the hon. Member that he will have time to wind up at the end. Perhaps the Minister could start to conclude her remarks.

[Lucy Rigby]

On that cue, I will skip further ahead in my speech. I was going to talk about all the services that are available at banking hubs, which the industry is working hard to increase. Customers can now open accounts, change names and addresses, register complaints or receive help with online and telephone banking. I have met the industry on a number of occasions and I would like to put on record that we are working to try and make sure that the services provided at banking hubs meet the needs of communities. Fraud and scams were mentioned; they are concerns that the Government are thinking about.

Let me cut to the chase and answer many of the questions that have been raised. Despite everything that I have said about the importance of banking hubs and our manifesto commitment to open 350 of them, it would be premature to conclude that all communities are consistently receiving sufficient support for their banking needs. That has been clear from the contributions of hon. Members in this debate. In direct response to one question was raised by the hon. Member for St Ives—a point that was also well articulated by my hon. Friend the Member for Stoke-on-Trent North (David Williams)—that is why, as might be expected, we are keeping any need to go further, including on access to banking services, under close review.

There is much more I could say about the health of our high streets, digital and financial inclusion, and alternative options to banking services, but in the light of the time and your strong cue, Mr Western, I will wrap up there.

--- Later in debate ---

[Andrew George]

I do not know whether that is permitted or not, but I will if the Chair allows it.

[Matt Western (in the Chair)]

Very briefly. I would not normally allow this.

[David Williams]

My point is about the focus on vulnerable customers: it is not only about vulnerable customers; it is about older people. My mum and dad would not be described as vulnerable. I bought them a smartphone last year, and I spent weekend after weekend trying to get them to use it. When their bank closed, they were offered half an hour with the bank on how to use apps. Would the hon. Member agree that that is not going to work, and that banks need to do more to help older residents?

[Matt Western (in the Chair)]

I remind Members that this is the summing up by the Member in charge, not an open debate.

[Andrew George]

I do not wish to reopen the debate. I have no summed up a debate before so I was uncertain about the procedure; thank you, Mr Western, for your advice. I will not accept any further interventions and will bring my remarks to a close as soon as I can.

The hon. Member for Cumbernauld and Kirkintilloch (Katrina Murray) made a telling contribution talking about the impact the situation is having on customers seeking support from banks. Very often, the banks have designed centralised systems for the convenience of the banks themselves, rather than for the customers. They seem to be retreating behind the digital and electronic walls of the bank, and not making themselves available to offer advice to people who really want to be able to eyeball people and see them face to face to get those services.

Fundamentally, my hon. Friend the Member for Brecon, Radnor and Cwm Tawe (David Chadwick) illustrated how what is going on epitomises the widening inequality in this country. A chief executive of a bank runs off with £17 million. The big banks are creaming it on the back of the massive tax advantage that they have in these circumstances. On the other hand, the poorest in our society have been pushed out from these banks, and it has been made significantly more difficult for them to get access to banking services and support.

The issue epitomises the widening inequality in society and people’s digital exclusion. That is why I hope that a Labour Government, working with Liberal Democrats who share the same values, would address these issues, and not simply allow the banks to get away with what I consider to be blue murder. I am grateful to the Minister, and I hope that the conversation can continue.

Question put and agreed to.

Resolved,

That this House has considered the accessibility of banking services.