NatWest Finsbury Park

Transcription

1 NatWest Finsbury Park Branch Closure Customer and Community Engagement Branch Name: Address: Local CEO: NatWest Finsbury Park 298 Seven Sisters Road, London, N4 2AA Luke Renker Tel: (Minicom ) Public Announcement: 21 May 2015 Branch Closing: 12 August 2015 All fact and figures are accurate on date of publication 16 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 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 house 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 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 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. 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 231m in 2015 alone to upgrade nearly 500 branches across the UK. We have 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 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 2015, we re replacing over a quarter of our ATM network (1,320 ATMs). 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... In 2014, we made it possible for all of our Basic Account customers to access all free to use ATMs We have also 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 Different ways for customers to bank locally The decision to close our NatWest Finsbury Park branch on 12 th 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. The number of transactions taking place at our NatWest Finsbury Park branch has dropped by 24% since 2011 and only 57 people use the branch on a regular weekly basis. 35 of these people already use other branches in the area. 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 customers in the community. Customers will be able to select from a range of services through telephone banking, online banking, mobile 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 WiFi. 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. We intend to retain our ATM in the local community, and there are also 63 other free to use ATMs within 1 mile of the branch. NatWest Finsbury Park is not the Last Bank in Town and our closest alternative branch is 0.9 miles away at Holloway Road. We have a strong branch representation in the local area; there are 5 other branches within 2 miles. 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 0.1 miles from the branch. There are 5 Post Offices within 1 mile 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 Credit Union, The Jeremy Hopgood Rooms, Caxton House, 129 St John's Way, Archway, London, N19 3RQ and the local Citizens Advice Bureau, 222 Upper St, London, N1 1XR. 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, and also displayed posters in the branch throughout the notice period. The letter 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. We wrote to the Ham & High, Haringey Advertiser, Islington Gazette, Tottenham and Wood Green Independent and Ms. Abbott MP to inform them of the decision to close and providing important information about the closure and alternative services available (see copy in Appendix). Following the announcement we contacted Citizens Advice Bureau and Age UK 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 around 100 enquiries as a result of this decision. We have contacted each customer to discuss their concerns. Customer and Community Engagement 5

6 4.0 Conclusion The decision to close NatWest Finsbury Park 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 the 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, 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 select from a range of services through telephone banking, online banking and mobile 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. There is a concern about customers accounts being moved to NatWest Holloway Road. However, once we explained that no account details will change and customers can carry on using their account as normal the response has been positive. Our local branch team undertook the following activities to support customer transition to alternative banking services: Helped customers who wished to understand more about our alternative banking services. Arranged to increase ATM withdrawal limits for eligible customers to allow them to access their cash more conveniently and ordering customers paying in books so they are able to pay in at the Post Office. Attended the local Post Offices to discuss with the local post master how the closure would affect them and to answer any questions. It is vital that appropriate services are available and as a result of listening to the community we will now be retaining our ATM in its current location. We are confident that we have appropriate services in place with the proximity to the nearest branch Natwest Holloway Road, our existing online banking, telephone banking, mobile application services and Post Office services. NatWest Finsbury Park branch will close on 12 of August Our branch staff and Luke Renker, local CEO, are available to answer any further questions Luke.Renker@NatWest.com Telephone: (Minicom ) Customer and Community Engagement 6

7 5.0 Appendix Dear Ms. Abbott, We have taken the difficult decision to close the NatWest Finsbury Park branch on the 12th 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 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 1 mile of the branch. ATMs: We intend to retain our ATM in the local community, and there are also 64 other free to use ATM within 1 mile of the branch. Other branches: We have a strong branch representation in the local area; there are 5 other branches within 2 miles. Our nearest branch, NatWest Holloway Road, is only 0.9 miles away. The number of transactions taking place at NatWest Finsbury Park branch has dropped by 24% since 2011 and only 57 customers use the branch on a regular weekly basis. 35 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 Engagement Customer and Community Engagement 8