Closure of Santander Banks

Philippa Whitford Excerpts

Thursday 7th February 2019 Commons Chamber

[Dr Philippa Whitford (Central Ayrshire) (SNP)]

The closure in my constituency will be the fourth bank that my town has lost, and the town has a high proportion of retired people who do not bank online or use their phone for contactless payments. My mother will never bank online. It is really two decades too early to withdraw these banks. Their ATMs go, too, so there is a problem for people who want cash in our town.

[John Glen]

I will talk in a few minutes about the ways in which we have intervened to try to find solutions to the circumstances in which the hon. Lady’s constituents find themselves. As I am sure those Members who have spoken are aware, the UK financial services sector is a whole-UK phenomenon, and Edinburgh in particular is important to financial services. The Government want to protect the sector, which is why we do not make the direct intervention that some may be looking for.

The Government firmly believe that the impact of branch closures should be understood, considered and mitigated, where possible, so that all customers, wherever they live, can continue to access over-the-counter banking services. The first step is to ensure that customers feel informed and supported when a branch closes, which is why the Government support the industry’s access to banking standard. All the major high street banks have signed up to the standard, which commits banks to a number of outcomes when a branch closes. First, they commit to give at least three months’ notice of a closure and explain their decision clearly; secondly, they commit to consider what services can still be provided locally, and communicate alternative ways to bank clearly to customers; and thirdly, they commit to ensure that support is available for customers who need extra help to bank online or, where that is not possible, to access services at the local post office. The standard is not just a checklist that banks need to go through; it is about being considerate of customers’ concerns when a branch closes.

In the case of Santander, I am pleased to inform the House that it took a number of steps when announcing the restructure of its branch network. Not only did it proactively contact all customers, as per the requirements of the standard, but it set up a dedicated phone line for customer queries about the changes for the duration of the closure programme. Furthermore, its branch teams will be proactively contacting known vulnerable customers to ensure that they are properly supported and advised on how to continue to bank locally. This includes all customers over the age of 75 who have visited the branch in the past 12 months, as well as those customers who have sight impairments or mobility issues, power of attorney, or are known by the team to be vulnerable. Where needed, this support can include: walking customers to the post office to introduce them to the post office team and demonstrate how they can carry out their banking; introducing them to staff in a neighbouring Santander branch; or helping customers to switch their account to another nearby provider. The teams will also take the time to talk to vulnerable customers about how they bank, changing the frequency of their statements and ordering cash cards, and to demonstrate how to use ATMs and contactless cards.

I acknowledge the point made by the hon. Member for Central Ayrshire (Dr Whitford). My father died a couple of years ago and I have been trying to migrate my mother to do more of this stuff online, otherwise the burden falls to me. I recognise that there are limits to that process but, in this case, a great deal of sensitivity has been shown to help customers to adapt to the new environment.

--- Later in debate ---

[John Glen]

I note the points that the hon. Lady raises but, as I have said to her, I cannot comment on this matter directly from my vantage point in government. However, I would just point out that since 2010, post office branch numbers have been at their most stable for decades, and 99.7% of the national population now lives within 3 miles of a branch and 93% lives within a mile of their nearest post office. I am very sympathetic to discussions of rurality, given the nature of my constituency, and almost 99% of the rural population live within 3 miles of a post office.

The Government believe that too few customers know about these excellent services so, at my predecessor’s request, UK Finance and the Post Office have been working together to launch a five-point action plan to raise awareness of post office banking services. Members may have seen posters in post offices or advertisements for the services in papers, or noticed the Post Office logo on their bank’s leaflets and websites. When I was new to office last year, there were concerns about the execution of that relationship, and I followed up and wrote to both parties to ask for assurances about the delivery of the programme.

The Government cannot reverse the changes in the market and in customer behaviour, nor can they determine firms’ commercial strategies in response to those changes. Today’s debate has focused on the loss of traditional banking channels, but it is important that we do not lose sight of a range of innovations in the retail banking market. They are bringing real benefits to consumers of all types, as I saw for myself on my visit to Scotland last summer.

No matter how the market changes, however, the Government will continue to take positive action to maintain access to vital banking services and ensure that banks support communities across the UK when their local branches close.

[Dr Whitford]

rose—

[John Glen]

I was about to conclude, but am happy to give way again to the hon. Lady.

--- Later in debate ---

[Dr Whitford]

I thank the Minister for giving way.

The banks that have already left my town did not leave any ATM behind. Because of the low fees earned through the LINK system, more and more ATMs in rural locations, particularly across Scotland, are also closing. Many people are not remotely ready to live in a totally cashless system, so is there anything that the Government can do at least to ensure that there are ATMs in every community?

[John Glen]

I am grateful for that intervention. The Government recognise that widespread free access to cash remains extremely important in the day-to-day lives of many people up and down the country, and LINK, the UK’s cash machine network, is committed to maintaining free access to cash through its extensive footprint of ATMs. The Government set up the payment systems regulator to ensure that the UK’s payment systems work in the interests of their users. The regulator is closely monitoring the situation and holding LINK to account for its commitments to maintain the broad geographic spread of ATMs across the UK.

I draw the attention of the House to the debate to which I envisage I will be replying next Thursday. I hope that it will give hon. Members an opportunity to make further points, which I will be happy to take on board.

Question put and agreed to.