How we made our branch closure decision

We continually review and evolve our branch network to reflect changing customer behaviour. We know that customers are using some of our branches less often and completing the majority of their day to day banking through Internet Banking, Mobile Banking app or Telephone Banking. Branches continue to play a vital role in meeting our customers’ needs particularly for more complex financial needs or for those customers who prefer to meet face to face. We expect to continue to have the largest branch network in the UK.

We are committed to adhering to the UK Finance Organisation Access to Banking Standard and we proactively engage with our customers, local businesses and the wider local community to make sure they are aware of the alternative ways of accessing their banking in the local area.

The Branch Review documents provide more information about how we arrived at our closure decision and show the ways that customers can continue to bank with us.

How we made our decision

When we close a branch we complete a detailed impact analysis which will include:

  • How customers currently use the branch.
  • Changes to customer use of the branch.
  • Current levels of service provided by the branch including branch opening hours, ATMs.
  • Assessment and check of alternative ways to banking locally including their proximity and accessibility. This is confirmed by a visit.
  • Assessment of public transport, availability and frequency.
  • Impact on our customers including those who may need additional support.
  • Whether we own or lease the branch building.

Terms used in the Branch Review document

The terms shown below are used in all of our Branch Review documents. To help you understand what they mean please use the table below.

Term used

Definition

Counters quieter than a year ago

Rolling year on year % change in counter transaction.

Customers using the branch on a regular weekly basis

The number of customers who transacted at the counter or Immediate Deposit Machine (IDM) in 48 out of 52 weeks in a 12 month period.

Customers using the branch on a regular monthly basis

The number of customers who transacted at the counter or Immediate Deposit Machine (IDM) in 11 out of 12 months in a 12 month period.

Personal % comparison to typical branch

The percentage of personal customers using the named branch compared to  the average number of personal customers using a typical branch for the brand.

Business % comparison to a typical branch

The percentage of business customers using the named branch compared to the average number of business customers using a typical branch for the brand.

Personal only use this branch

The proportion of branch using personal customers who have not used another branch in the last 12 months.

Personal only use this branch and others

The proportion of branch using personal customers who have also used a different branch in the last 12 months.

Personal use branch, Internet and Telephone Banking

The proportion of branch using personal customers who have also used Internet or Telephone Banking in the last 6 months.

Personal also use Post Office

The proportion of branch using personal customers who have transacted in the Post Office in the last 12 months.

Business - only use this branch

The proportion of branch using business customers who have not used another branch in the last 12 months.

Closest branch distance

Based on the road distance between the closing and next closest branch.  Source: Mapinfo – this software package measures distance between post codes.

Counters quieter than a year ago

Definition

Rolling year on year % change in counter transaction.

Customers using the branch on a regular weekly basis

Definition

The number of customers who transacted at the counter or Immediate Deposit Machine (IDM) in 48 out of 52 weeks in a 12 month period.

Customers using the branch on a regular monthly basis

Definition

The number of customers who transacted at the counter or Immediate Deposit Machine (IDM) in 11 out of 12 months in a 12 month period.

Personal % comparison to typical branch

Definition

The percentage of personal customers using the named branch compared to  the average number of personal customers using a typical branch for the brand.

Business % comparison to a typical branch

Definition

The percentage of business customers using the named branch compared to the average number of business customers using a typical branch for the brand.

Personal only use this branch

Definition

The proportion of branch using personal customers who have not used another branch in the last 12 months.

Personal only use this branch and others

Definition

The proportion of branch using personal customers who have also used a different branch in the last 12 months.

Personal use branch, Internet and Telephone Banking

Definition

The proportion of branch using personal customers who have also used Internet or Telephone Banking in the last 6 months.

Personal also use Post Office

Definition

The proportion of branch using personal customers who have transacted in the Post Office in the last 12 months.

Business - only use this branch

Definition

The proportion of branch using business customers who have not used another branch in the last 12 months.

Closest branch distance

Definition

Based on the road distance between the closing and next closest branch.  Source: Mapinfo – this software package measures distance between post codes.

Sources of information

We rely on information from external websites to identify nearest free ATM, Post Office and PayPoint. Many of these are checked on our branch visit.

Link ATM finder: http://www.link.co.uk/atm-locator/

Post Office Locator: http://www.royalmail.com/cy/branch-finder

PayPoint: http://www.paypoint.ie/locator/

Need extra help?

If you require help or support or have a question please contact our colleagues in branch, your relationship manager or call 0345 780 1801.