Question to the HM Treasury:

To ask His Majesty's Government what plans they have to review the effectiveness of the provision of high street banking facilities and services (1) for all holders of bank accounts, (2) for those with disabilities, and (3) for those without access to the internet.

The Government believes that everyone, wherever they live, should have appropriate access to banking services. Nonetheless, decisions on opening and closing high street banking facilities are a commercial issue for banks and building societies.

Guidance from the Financial Conduct Authority (FCA) 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 and consider possible alternative access arrangements. This ensures that the implementation of closure decisions is undertaken in a way that treats customers fairly.

UK banks’ and building societies’ treatment of their customers is governed by the Financial Conduct Authority (FCA) in its Principles for Businesses. This includes a general requirement for firms to provide a prompt, efficient and fair service to all of their customers. The FCA’s Handbook requires firms to identify particularly vulnerable customers, and to deal with such customers appropriately. This includes older or disabled people, and those who may lack the capacity to manage their account on their own. In addition, like all service providers, banks and building societies are bound under the Equality Act 2010 to make reasonable adjustments, where necessary, in the way they deliver their services.

Those without access to the internet can access banking services via telephone banking, and the Post Office. The Post Office Banking Framework allows 99% of personal banking and 95% of business banking customers 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.