RBS Edinburgh Heriot Watt University Branch Closure Customer and Community Engagement

Transcription

1 RBS Edinburgh Heriot Watt University Branch Closure Customer and Community Engagement Branch Name: Address: Local CEO: RBS Edinburgh Heriot Watt University Hugh Nisbet Building, Heriot Watt University, Edinburgh, EH14 4AS John Paterson Tel: (Minicom ) Public Announcement: 29 July 2015 Branch Closing: 09 November 2015 All fact and figures are accurate on date of publication 09 of October 2015 Customer and Community Engagement 1

2 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 Customer Engagement 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 services 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 more than 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 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 27 Mobile Banks, the largest fleet in the UK, covering over 8,000 miles every week, and bringing banking services to more than 550 communities across the country. Customer and Community Engagement 3

4 2.0 Ways for customers to bank locally The decision to close our RBS Edinburgh Heriot Watt University branch on the 9th November 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 RBS Edinburgh Heriot Watt University branch has dropped by 53% since 2011, and 6 customers are using the branch on a regular weekly basis. 4 of these customers already use our other branches in the area. Our 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, at our ATM, or at an alternative branch or Post Office. There are a wide range of broadband suppliers in the area to enable our customers to access our online services. There is also free Wi-Fi within the main campus of Heriot Watt University. Customers will be able to continue to use the full range of services at any other RBS branch, and their account number and sort code will stay the same. Any existing Standing Orders and Direct Debits will continue as normal. RBS Edinburgh Heriot Watt University Branch is the last Bank in town. There are 5 other RBS branches within 6 miles. RBS Edinburgh Juniper Green is 3.5 miles away which has a car park for customer use, and RBS Edinburgh Chesser is 3.6 miles away. We are keeping our ATM in the community so that our customers can withdraw cash, check their balance and access other account services free of charge. There are 2 other 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 1.9 miles from the branch. There are 4 other Post Offices within 3 miles. EH14 4AS There are a number of alternative community finance options available within the area. This includes the Citizens Advice Bureau, Fountainbridge Library, 137 Dundee Street, Edinburgh, EH11 1BG and the local First Scottish Credit Union, Heriot Watt University, Edinburgh, EH14 4AS. They offer specialist facilities that may be of benefit for some of our 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, and 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 the branch, 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 Edinburgh Evening News, to Joanna Cherry MSP and to Gordon MacDonald 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 and representatives from Heriot Watt University 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 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 most appropriate alternative services. We have received around 100 enquiries as a result of this decision. Customer and Community Engagement 5

6 4.0 Conclusion The decision to close RBS Edinburgh Heriot Watt University branch 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 the wider community to listen to their feedback and understand the impact. 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. 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, at our ATM or at 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 they understand the decision to close the branch, and that the alternative ways to bank locally are suitable. Our customers are pleased that we are keeping our ATM in the community when the branch closes. 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. RBS Heriot Watt University branch will therefore close as planned on the 9th November Our branch staff and John Paterson, Local CEO, are available to answer any further questions that our customers or the community may have. Customer and Community Engagement 6

7 5.0 Appendix We have taken the difficult decision to close the RBS Edinburgh Heriot Watt University branch on the 9th November No members of staff will be at risk of losing their job as a result of this decision, and they will continue to work from other branches in the local area. As you would expect we will ensure there are a range alternatives for people in the area to continue to bank with us including: Heriot Watt University Post Office: We have reached an agreement with the local Post Office, which is 1.9 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 5 Post Offices within 3 miles of the branch. ATMs: We intend to retain our ATM in the local community, and there is also 1 other free to use ATM within 0.1 miles of the branch. Other branches: We have a strong branch representation in the local area, there are 5 other branches within 6 miles. Our nearest branch, Edinburgh Juniper Green, is 3.5 miles away. The number of transactions taking place at Edinburgh Heriot Watt University branch has dropped by 53% since 2011 and only 6 customers use the branch on a regular weekly basis. 4 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 7

8 Customer and Community Customer Engagement and Community Engagement 8