NatWest Irlams O’-Th’-Height
Branch Closure
Customer and Community
Engagement
Branch Name:
NatWest Irlams O’-Th’-Height
Address:
313 Bolton Road, Irlams O'-Th-'Height, Salford, Lancashire, M6 7LR
Local CEO:
Lisa Hazely
Email: [email protected]
Tel: 07920701916 (Minicom 0800 404 6161)
Public Announcement:
21 May 2015
Branch Closing:
19 August 2015
All fact and figures are accurate on date of publication 23 July 2015
Customer and Community Engagement
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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
Customer and Community Engagement
and Community Engagement
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Document Title
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 2010.
•
Online and mobile transactions have grown by more than 300% since 2010.
•
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.
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2.0 Ways for customers to bank locally
The decision to close our NatWest Irlams O’-Th’-Height branch on the 19th 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 Irlams O’-Th’-Height branch has
dropped by 19% since 2011 and only 88 customers are using the branch on a regular weekly
basis. 46 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, at our ATM 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.
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 Irlams O’-Th’-Height is the last Bank in town. The closest alternative NatWest branch
is bank is NatWest Eccles branch, 1.9 miles away.
•
There are 4 other NatWest branches within 3.3 miles.
•
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 3 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 0.1 miles from the branch. There are 10 other Post Offices within 3
miles.
There are a number of alternative community finance options available within the area. This
includes the Citizens Advice Bureau, 8th floor, St. James House, Pendleton Way, Salford, M6
5FW. They offer specialist facilities that may be of benefit for a number of customers to help
discuss financial matters.
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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 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 Manchester Evening News and to Rebecca Longbailey 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 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 300 enquiries as a result of this decision. We have contacted each
customer to discuss their concerns.
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4.0 Conclusion
The decision to close NatWest Irlams O’-Th’-Height 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 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 using an alternative branch
or Post Office.
Themes
As a result of our engagement and the feedback we have received, most customers have said that
they understand the decision to close the branch, but they are unhappy that they will have to travel
further to do their banking.
We have undertaken the following activities in response to the key area of concern:
•
Our customers will not have to travel further to do their banking as they can access their
banking at the local Post Office, as well as through our telephone, online or mobile banking
services, or our ATM. Our local team has spoken to all customers who have been concerned
to explain more about our alternative banking services in the local community, including
running sessions in the branch to help with setting-up and using online banking.
•
Our local team has obtained copies of all relevant bus timetables to help customers with
planning routes to our nearest branches.
•
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.
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 Irlams O’-Th’-Height branch will therefore close as planned on the 19th August 2015. Our
branch staff and Lisa Hazley, Local CEO, are available to answer any further questions that our
customers or the community may have.
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5.0 Appendix
Dear Rebecca,
We have taken the difficult decision to close the NatWest Irlams O’ - Th’ - Height branch on the 19th August 2015.
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 10 Post Offices within 3 miles of the branch.
•
ATMs: We intend to retain our ATM in the local community, and there are also 3 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
3.3 miles. Our nearest branch, NatWest Eccles, is 1.9 miles away.
The number of transactions taking place at NatWest Irlams O’ – Th’ – Height branch has dropped by 19% since 2011
and only 88 customers use the branch on a regular weekly basis. 46 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.
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.
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.
Investment in customer service
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 2010. 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
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Customer
Customer and Community Engagement
and Community Engagement
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