Santander Closures and Local Communities

Neil Parish 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?

[Hugh Gaffney]

I thank the hon. Gentleman for making that point, because we did have a network: it was called the Crown post offices. They are closing them down. If the banks want to shut down, give us work in the post offices. Let us stop the closure of Crown post offices, get them reopened, and give the Communication Workers Union the work.

[Neil Parish]

The hon. Gentleman is attempting to entice me down a route that I do not quite want to go down, but I agree with him in many respects. Post offices provide a great service, and if we are to lose them as well, that is a real problem. However, at this moment in time I am in full flow about the banks, so I ask the hon. Gentleman not to put me off that particular subject.

[Dr Whitford]

I want to pick up on the comment that the hon. Gentleman made about people going to another town. If someone goes to another town on a Saturday morning to get their money, that is where they are going to shop. That is exactly the impact that bank closures have on our small towns and independent shop owners.

[Neil Parish]

The hon. Lady is absolutely right. There no longer seems to be any strategy among individual banks that would allow them to work out that closures affect not only their business, but many others. The more branches they close down, the more they will lose business, and other people will also lose business.

I am privileged to have quite an elderly population in my constituency, and that population is getting older all the time. Many country towns and rural towns in Devon are in the same interesting position, because people are getting older, and older people do not necessarily trust online banking. They like to be able to bank physically: going back to my previous comment, they like to see a person occasionally, not a machine. I am making light of these issues, but they are not really light, because so many of the older generation think that they can never see anybody or get an answer, and that everything is put in their way to stop them getting anything. We are working hard to get broadband and internet connection in rural areas—in particular, in the Blackdown hills in my area, around Axminster—but it is quite difficult. We will get there, but it is taking time.

I would like to see a strategy, not only from Santander but from all of the banks. Can we have a hub? Can we have something that actually works? Can we have a facility to which people can go? Banks might be prepared to let post offices do a certain number of transactions, but they do not like other banks doing them, yet they close their branches down. If they want to keep their competitiveness and—for want of a better way of putting it—their intellectual property rights, they should not close their branches and make it more difficult for the population to transact with them.

As I have said, I support this afternoon’s debate. It is quite difficult for the Minister, because he cannot say to banks, “You must put a branch there and keep it there.” However, what we must do as a Government, and what I ask the Minister to do, is ask the banks generally, “Do you have a policy that means that you look after people, get people into your branches, and create a business model that works and encourages people to bank at Santander, or any other bank that happens to be in a town?” I do not see anything at the moment that is proactive: everything is rather negative, and that is a great shame. It is our older population, in particular, that will suffer.

Businesses also suffer. I probably had too good a relationship with my local bank manager, because he probably lent me too much money, but a person should be able to actually see somebody and get a decision. If someone goes to a bank now, they will not see a manager: the decision will be passed up the line, and they may or may not get an answer. All of this is holding business back, not driving it forward. This is not just about customers, although it is very much about elderly customers: it is about business, and keeping the economy thriving. Those bank closures, and generally making it difficult to get answers about borrowing and other things that keep the economy stimulated, are real problems.

After that, Mr Davies, I feel much better. Thank you very much.

--- Later in debate ---

[John Glen]

As I was going to respond to the hon. Member for Ynys Môn (Albert Owen), who also raised that point about bank branch closure figures, the FCA, which is the regulator responsible for regulating banks, did some analysis of branch closures as part of its “Strategic Review of Retail Banking Business Models” published in December last year. The full research can be found in an annex to the review. The analysis looks at the number and pattern of closures, how they affect urban and rural areas, the age of the customer, the level of deprivation and income levels. It is a thorough analysis across multiple banks and it very much informs Government policy.

[Neil Parish]

How much do the Government ask the banks to co-operate with one another, so that there is some sort of service from whichever bank denomination it might be? At the moment, they are just closing and there does not seem to be any pattern to help our constituents who want to receive financial services.

[John Glen]

My hon. Friend’s intervention picks up on the point made by my hon. Friend the Member for Angus (Kirstene Hair) and others about hubs. The hon. Member for Ceredigion (Ben Lake) raised it to, and I think in his maiden speech he talked about the need to bring banks together. There is no regulatory bar to that and it might be a model that banks will wish to reflect on. As has been pointed out, representatives from Santander are in earshot—that may be a model they wish to take forward.

[Neil Parish]

You should encourage them to do so.

[John Glen]

As Minister I have conversations with banks and the FCA frequently. These are matters that can be considered.