Question to the HM Treasury:

To ask the Chancellor of the Exchequer, what recent assessment he has made of access to (a) cash and (b) banking services for elderly people.

This question was answered on 25th October 2022
The way people bank in the UK continues to develop at pace, with more consumers and businesses than ever enjoying the convenience, security, and speed of digital banking. In 2021, 86% of UK adults used a form of remote banking, such as an app, online or on the phone. Banking customers have never had more choice in how they fit their banking into their everyday lives.

The Government believes that all customers, wherever they live, should have appropriate access to banking services. However, decisions on opening and closing branches are a commercial issue for banks and building societies. The Government does not intervene in these decisions or make direct assessments of these branch networks.

Guidance from the Financial Conduct Authority sets out its expectation of firms when they are deciding to close their branches or free-to-use ATMs. Firms are expected to carefully consider the impact of planned branch closures on the everyday banking and cash access needs of their customers (including charities) and consider possible alternative access arrangements. This ensures that the implementation of closure decisions is undertaken in a way that treats customers fairly.  The FCA expects firms to exercise particular care with vulnerable customers, such as those who are elderly, disabled or have low financial capability, and the guidance has recently been strengthened to enhance protections for consumers that rely on branch services.

Alternative options for access can be via telephone banking, through digital means such as mobile or online banking, and the Post Office. The Post Office Banking Framework allows 99% of personal banking and 95% of business banking customers (including charities) to deposit cheques, check their balance and withdraw and deposit cash at 11,500 Post Office branches in the UK. New shared bank hubs are also being piloted, providing basic banking services and dedicated space where community bankers from major banks can meet customers of that bank.

As part of the Financial Services and Markets Bill 2022, the Government has introduced legislation to protect access to cash. The Bill protects access to cash by establishing the Financial Conduct Authority as the lead regulator and providing it with appropriate powers to ensure reasonable provision of withdrawal and deposit facilities. These powers will allow the FCA to take account of factors it considers appropriate for seeking to ensure there is reasonable provision of cash access services, this could include factors such as the appropriateness of facilities for people in vulnerable groups.