RBS Manchester University Branch Closure Customer and Community Engagement

Transcription

1 RBS Manchester University Branch Closure Customer and Community Engagement Branch Name: Address: Area Director: Manchester University Precinct Centre, Oxford Road, Manchester, M13 9PH Tracy Wright Tel: (Minicom ) Public Announcement: 20 May 2015 Branch Closing: 18 August 2015 All fact and figures are accurate on date of publication 8 July 2015 Customer and Community Engagement 1

2 1.0 The way our customers bank is changing 2.0 Different ways for customers to bank locally 3.0 Customer and Community Engagement 4.0 Conclusion 5.0 Appendix Customer and Community Engagement 2 Customer and Community Impact Assessment

3 1.0 The way our customers bank is changing Our branches are changing from places where customers carry out basic transactions to places where our customers interact with our staff on big life decisions like taking out a mortgage or starting up a business. There are now more ways of banking with us than ever before. Our customers are increasingly using alternative ways of banking with us. Across our network: Branch transactions have been declining rapidly since 2010 Online and mobile transactions have grown by more than 300% since Only 9% of our total transactions are now undertaken in our branches (compared to 25% in 2010). The decision to close a branch is never taken lightly, but we have to respond to these changes and help our customers to bank with us the way that suits them best. We do understand that some people do not want to use our online or mobile phone facilities and prefer face to face banking. Our branch network will remain the cornerstone of our service to customers and we will continue to have the second largest branch network in the UK. RBSG are investing over 1 billion over the next few years to give customers greater choice in how they bank with us, such as improving our online and mobile phone banking. As part of this, we are investing 231m in 2015 alone to upgrade nearly 500 Royal Bank of Scotland Group branches across the UK. Royal Bank of Scotland Group has the largest free to use ATM network in the UK. We re investing significantly in upgrading and extending our ATM estate. We have invested heavily in providing banking services through the 11,500 Post Office outlets in the UK. 80% of our customers in the UK are within 3 miles of an RBS or RBSG branch, and if Post Office branches are included, 90% of our customers are within one mile of somewhere they can do their banking face to face. In 2015, we re replacing over a quarter of our ATM network (1,320 ATMs). In 2014, we lifted Basic Bank Account ATM restrictions for all our basic account customers so they can access all free-to-use ATMs. Customer and Community Engagement 3

4 2.0 Different ways for customers to bank locally The decision to formally close the RBS Manchester University branch on the 18 th of August 2015 was not taken lightly. Due to the major building works in the surrounding precinct this branch was temporary closed and after consultation the difficult decision was taken to closed this branch. As part of the decision to close the branch we have considered both personal and business customers. We have considered our customers age profile, reliance on the branch and carefully thought through the alternative banking services that will be available for our existing and future service users in the community. Customers will be able to select from a range of services through telephone banking, online banking, or for counter services use an alternative branch or a Post Office. To allow customers to access online services in the area there are a wide range of broadband suppliers. There are a number of local venues that offer free Wi-Fi and the mobile coverage in the local area is very good. Customers will be able to continue to use the full range of services at any other RBS branch. Any existing standing orders and Direct Debits will continue as normal. RBS Manchester University is not the Last Bank in Town. The closest alternative bank is Barclays, which is 0.2 miles away. The nearest alternative RBS branch is Whitworth Street which is 0.8 miles away. There are over 110 free to use cash machine within a 1 mile radius of the branch. Customers can use their debit card to take out cash and check their balance at the Post Office, and they can use their pay-in book to make deposits. The nearest Post Office is 0.65 miles from the branch. There are a further 37 Post Offices within 3 miles of the branch that offer a range of services to both personal and business customers. There are a number of alternative community finance options available within the area. This includes the Manchester Credit Union Ltd, Suites 17 and 18, First Floor Building, No.2. Universal Square, Devonshire Street, Manchester, M12 6JH. They offer specialist facilities that may be of benefit for a number of customers to help discuss financial matters. Customer and Community Engagement 4

5 3.0 Customer and Community Engagement We have taken an open and transparent approach to communicate and actively engage with our customers, local businesses and the wider local community to ensure they are aware of the alternative ways of accessing their banking with us in the local area, and to answer any questions they might have. We wrote to our customers who regularly used the branch at least 12 weeks in advance of the closure date and display posters at the branch throughout the notice period. The letter sent to customers informed them of the decision to close and included details of the alternative ways to bank in the local area and further information about the banking services available through the Post Office. We wrote to the Manchester Evening News and MP Lucy Powell on 21 st of May 2015 to inform them of the decision to close and providing important information about alternative services available (see copy in Appendix). Following the announcement we contacted; Citizens Advice Bureau, Federation of Small Businesses, Holy Name Church, McMillan Cancer Charity and the secretary for MP Lucy Powell to share the decision and understand how we could best help the people they represent and support. We met with the local post master and have taken time to work together with the local Post Office to ensure that services are in place and are suitable for the local demand. Our local branch team has spoken to our most active customers and those who are potentially most reliant on the branch. As a result of these discussions we have been able to personally discuss what this means for them and the appropriateness of the alternative services for them. We have received around 25 enquiries and complaints as a result of this decision. We have contacted each customer who has taken the time to contact us to discuss their concerns. Customer and Community Engagement 5

6 4.0 Conclusion The decision to close RBS Manchester University branch has not been taken lightly and careful consideration has been given to the alternative banking services available As part of the decision to formally close the branch we have taken into account both personal and business customers. We have considered our customers age profile, reliance on the branch and carefully thought through the alternative banking services that will be available for our existing and future service users in the community. Customers will be able to select from a range of services through telephone banking, online banking or for counter services use an alternative branch or a Post Office. Themes As a result of our engagement and the feedback we have received there are a number of key themes identified: Generally most customers have said they understand the decision but are unhappy at the decision as they will have to travel further. The majority of queries were from those customers who have moved away from the area, and were originally students asking about the impact to their account. The impact is minimal as they are not currently using the branch and have found another local branch more suitable. Our local branch team undertook the following activities to support customer transition to alternative banking services: Offered ad hoc online clinics in branch using Ipads specifically set up for closure branches to help customers who wished to understand more about our alternative banking services. Contacted Local Citizens Advice Bureau to make them aware of the closure to raise awareness. Attended the local Post Offices to ensure they understood the services available and met with the local post master It is vital that appropriate services are available and we are confident that we have suitable services in place within proximity to the nearest branch (RBS Whitworth Street), our existing online banking, telephone banking, mobile application services and Post Office services. RBS Manchester University branch will formally close on the 18 th of August Our branch staff and Tracy Wright, Area Director, are available to answer any further questions Tracy.Wright@rbs.co.uk Telephone: (Minicom ) Customer and Community Engagement 6

7 5.0 Appendix Dear Ms Powell, We have taken the difficult decision to close the Manchester University branch on the 18th August this year. As you may be aware, the branch was already temporarily closed while ongoing building work in the surrounding precinct was being carried out. We have reached an agreement with the local Post Office, which is close to the branch, so that our customers can pay money in, take money out, check balances and get business coinage. There are 115 free to use ATMs within one mile of the branch and our Manchester Whitworth Street branch is 0.8 miles away. Across our whole network branch transactions have declined by around 36% since 2010 whilst online and mobile transactions have grown by more than 300%. This is because the way people interact with us is changing and there are many more ways to bank with us now than there ever has been. However we do understand that some people do not want to use our online or mobile phone facilities and would prefer face to face banking. As a result we have reached an agreement with the local Post Office. 80% of our customers in the UK are within 3 miles of a RBS/NatWest branch and if Post Office branches are included 90% of our customers are within one mile of somewhere they can do their banking. We are announcing the closure to customers well before the actual closure itself so that we can engage with our customers to ensure they know the alternative ways of banking with us. We will be writing to our customers and publicising the closures in the branches. Our local staff will also be working with local people and local businesses to answer any questions and ensure that they are aware of the alternative ways of banking with us. Our branch network is very important to us and we will continue to have one of the largest branch networks across the UK. We are investing heavily in our facilities and since 2011 we've spent 130 million on refurbishing 680 branches across the UK. We are also investing 1 billion in improving our online and mobile phone options as well as upgrading the digital offering in our branches. I hope I have managed to explain the reasons for the closure and the mitigating actions that we are taking. Please don't hesitate to contact me if you need anything. Kind regards Andrew Henderson Public Affairs Customer and Community Engagement 7

8 Customer and Community Customer Engagement and Community Impact Assessment 8