UK bank customers still like a smiling face

Personally, I can’t think of a single reason why I might want to visit a branch of my bank (personal bank at any rate).  I much prefer to use the internet for transactional stuff and the telephone for problems and advice.

But it seems I may be in the minority because, after years of “consolidation” many UK banks are actually increasing the number of branches.  Abbey (part of Banco Santander), for example, are planning 300 new branches  with an Abbey spokesman quoted as saying that although internet and phone banking are available, many customers “prefer dealing with our staff face to face in a branch”.  In case you are wondering whether 300 branches is a big deal, it represents an increase of 43% on the existing Abbey estate.

It seems that HBOS and HSBC are making similar moves.  Maybe my dream of being able to run my life through my mobile phone is being hampered by the old fashioned attitude of the UK consumer.

Leave a Reply