NatWest Barton-Upon-Humber Branch Closure Customer and Community Engagement

Transcription

1 NatWest Barton-Upon-Humber Branch Closure Customer and Community Engagement Branch Name: Address: NatWest Barton-Upon-Humber Market Place, Barton-Upon-Humber, North Lincolnshire, DN18 5DB Local CEO: Tom Ryan Tel: (Minicom ) Public Announcement: 20 May 2015 Branch Closing: 20 August 2015 All fact and figures are accurate on date of publication 22 July 2015 Customer and Community Engagement 1

2 Contents 1.0 The way our customers bank is changing 2.0 Ways for customers to bank locally 3.0 Customer and community engagement 4.0 Conclusion 5.0 Appendix Customer and Community Engagement Document Title Customer and Community Engagement 2

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 customers interact with our staff on big life decisions. For example buying a home or starting up a business. There are now more convenient ways of banking with us than ever before, and our customers are increasingly using these different ways of banking. Across our network: Branch transactions have been declining rapidly since Online and mobile transactions have grown by more than 300% since Only 9% of our total transactions now take place 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 also 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. We are investing over 1billion over the next few years to give customers greater choice in how they bank with us, such as improving our online and mobile banking. As part of this, we are investing 231 million in 2015 alone to upgrade nearly 500 branches across the UK. We have the largest free to use ATM network in the UK, and we re investing significantly in upgrading and extending our ATM estate. In 2015, we re replacing over a quarter of our ATM network (1,320 ATMs). We have invested heavily in providing banking services through the 11,500 Post Office outlets in the UK. This means our customers can use the Post Office to withdraw and deposit funds, and to check their balance. Our business customers can also get coinage. 80% of our customers in the UK are within 3 miles of an RBS or NatWest 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 2014, we made it possible for all of our Basic Account customers to access all free to use ATMs. We have 25 Mobile Branches, the largest fleet in the UK, covering over 8,000 miles every week, making 574 stops each week and bringing banking services to 539 communities every week across the country. Customer and Community Engagement 3

4 2.0 Ways for customers to bank locally The decision to close our NatWest Barton-Upon-Humber branch on 20th August 2015 was not taken lightly. It was based on a wide range of factors including branch usage and the alternative ways our customers can bank with us in the area. As part of the decision to close the branch we carefully considered both personal and business customers, including their age profile and their reliance on the branch. We also thought through the alternative banking services that will be available for our existing and future customers in the community. The number of transactions taking place at the NatWest Barton-Upon-Humber branch has dropped by 18% since 2011 and only 70 customers are using the branch on a regular weekly basis. 36 of these customers already use our other branches in the area. Customers will be able to access their banking with us in a number of ways in the local area, including telephone banking, online and mobile banking, using our Mobile Branch, at local ATMs or using an alternative branch or Post Office. To enable customers to access online services in the area there are a wide range of broadband suppliers in the area. Customers will be able to continue to use the full range of services at any other NatWest branch, and their account number and sort code will stay the same. Any existing standing orders and Direct Debits will continue as normal. NatWest Barton-Upon-Humber is not the last Bank in town, and the closest alternative bank is Lloyds, less than 0.1 miles away. We re introducing a new Mobile Bank service in the local community, enabling our customers to access the majority of services that they can in the existing branch. Details of the specific timetable and location of the service will be published before the closure date. The nearest alternative NatWest branch is Willerby & Kirk Ella, 7.9 miles away, which will receive significant investment this year to improve the services available. There are 10 free to use ATMs within 1 mile of the branch. Customers can use their debit card to take out cash and check their balance at the Post Office, and can use their pay-in book to make deposits. Business customers can also get coinage. The nearest Post Office is 0.1 miles from the branch. There are 5 other Post Offices within 5 miles. There are a number of alternative community finance options available within the area. This includes the Credit Union, 38 Brook St, Hull, HU2 8LA and the local Citizens Advice Bureau, Local Link Office, Providence House, Holydyke, Barton-Upon-Humber, North Lincolnshire, DN18 5PA. 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 to bank with us in the local area, and to answer any questions they might have. We wrote to our customers who regularly use the branch to give them at least 12 weeks notice of the closure date. We also displayed posters in the branch throughout the notice period. The letter we sent to our customers let them know about 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. It also provided contact details for our Local CEO, and asked customers to make contact if they wanted to discuss the decision and alternative ways to bank, or if they needed any help. We wrote to the Grimsby Telegraph, Hull Daily Mail, Yorkshire Post and to Martin Vickers MP to let them know about the decision to close the branch, and to provide them with important information about the closure and alternative services available. (See copy in Appendix). Following the announcement we contacted the Citizens Advice Bureau, Age UK, Carers Support Centre and Alzheimer s Society to share the decision and to understand how we could best help the people that 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 over 250 of 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. We have received more than 500 enquiries as a result of this decision. We have contacted each customer to discuss their concerns. A petition has also been received containing 1223 signatures. We contacted the people co-ordinating the petition locally to discuss their concerns and answer questions about the decision to close the branch and access to banking in the local area. We attended a meeting on 10th July 2015 with North Lincolnshire council to discuss the closure decision and future use of the building following closure. We also met with local councillors from Barton Town Council on 13th July 2015 to discuss their concerns and questions. Customer and Community Engagement 5

6 4.0 Conclusion The decision to close NatWest Barton-Upon-Humber has not been taken lightly and careful consideration has been given to the alternative banking services available. Since the announcement has been made we have engaged with our customers and wider community to listen to their feedback and understand the impact. As part of the decision to close the branch we have taken into account both personal and business customers. We have considered our customers age profile and reliance on the branch and carefully thought through the alternative banking services that will be available for our existing and future customers in the community. Customers will be able to access their banking with us in a number of ways in the local area, including telephone banking, online and mobile banking, using our Mobile Branch, at local ATMs or using an alternative branch or Post Office. Themes As a result of our engagement and the feedback we have received there are a number of key themes identified: Most customers have said that the reason they are unhappy about the decision to close the branch is that they will have to travel further to do their banking. Our customers have been concerned that the nearest Post Office will not be able to cope with the increased volume of customers, and customers are concerned about confidentiality. The new Mobile Bank is something that many people are pleased about, but they do not feel it is as good as having the actual branch. Customers are concerned that we are not keeping our ATM in the community and they will have to travel further to access an ATM. We have undertaken the following activities in response to these key areas of concern: Our customers will not have to travel further to do their banking as we are introducing a new Mobile Bank, and they can also access their banking at the local Post Office, through our telephone, online or mobile banking services, or at local ATMs. Our local team has spoken to all customers who have been concerned to explain more about our alternative banking services in the local area, and in particular have helped customers to set-up on online banking. Our customers will be able to access the majority of services that they can in the existing branch using our new Mobile Bank. We have arranged for the Mobile Bank to be available before the branch closes, so that our customers can visit the Mobile Bank and try the services available. We are also engaging with the local community to agree where and when the Mobile Bank will stop in Barton-Upon-Humber each week, and full details will be published ahead of the branch closure. Customer and Community Engagement 6

7 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. We have also contacted each customer to discuss their concerns. We carefully considered the availability of free to use ATMs in the local area as part of our decision and there are 10 free to use ATMs within 1 mile of the branch. This gives our customers a number of options for ATM access locally. Following our community engagement and impact assessment, we are confident that we have appropriate services in place to ensure our customers have sufficient access to banking locally. NatWest Barton-Upon-Humber branch will therefore close as planned on the 20th August Our branch staff and Tom Ryan, Local CEO are available to answer any further questions that our customer or the community may have. Customer and Community Engagement 7

8 5.0 Appendix Dear Martin, We have taken the difficult decision to close the NatWest Barton-on-Humber branch on the 20th August As you would expect we will ensure there are a range alternatives for people in the area to continue to bank with us including: Post Office: We have reached an agreement with the local Post Office, which is 0.12 miles away from the branch so that our customers can check their balance, deposit and withdraw funds, and business customers can get coinage. There are 3 Post Offices within 3 miles of the branch. ATMs: There are 10 free to use ATM within 1 mile of the branch. Mobile branch: We are introducing a Mobile Branch service to the community and we will be engaging with our customers and the local community to understand the best day and time for the mobile branch to visit. The number of transactions taking place at NatWest Barton-on-Humber branch has dropped by 18% since 2011 and only 70 customers use the branch on a regular weekly basis. 36 of these customers already use other branches in the area. Customer communication We are writing to all of our customers who use the branch well in advance of the closure date, and will also display posters in the branch throughout this period of time. We will work hard to engage with all of our customers, local businesses and the wider local community between now and the closure date 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 are committed to following the UK Government protocol on branch closures, and we have made the decision following careful consideration of a wide range of factors including branch usage and the alternative ways our customers can bank with us locally. New ways of banking changing customer trends There are now more ways of banking with us than ever before, and as a result our customers are increasingly using alternative ways of banking with us. Across our network, branch transactions have declined by around 36% since 2010 whilst online and mobile transactions have grown by more than 300%, and only 9% of our total transactions are now undertaken in our branches in comparison to 25% in The decision to close a branch is never taken lightly, but we have to respond to these changes. We do understand that some people do not want to use our online or mobile phone facilities and would 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. We also have the largest Mobile Bank fleet in the UK, and we have invested heavily in providing banking services in the 11,500 Post Office outlets. 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 face to face. In addition to this, we have the largest free to use ATM network in the UK. Investment in customer service We are investing over 1bn over the next few years to give customers greater choice in how they bank with us, such as improving our online and mobile banking. As part of this, we are investing 231m in 2015 alone to upgrade nearly 500 branches across the UK. I hope I have managed to explain the reasons for the closure and the mitigating actions that we are taking. Customer and Community Engagement 8

9 Customer and Community Engagement Customer and Community Engagement 9