Age Scotland response to Santander branch closures

The national charity for older people has responded to news that Santander is set to close 111 branches, including those in Scotland, by the end of July.

Age Scotland has expressed concerns that this short-term decision fails to take into account the long-term needs of customers, and is highlighting that older and more vulnerable customers are likely to be worst affected by these closures.

Age Scotland’s Chief Executive, Brian Sloan, said:

“It’s concerning to hear that Santander is set to close four branches in Scotland by the end of July and this news will be of great disappointment to their current and potential customers.

“These closures will undoubtedly hit older and vulnerable customers hardest. People who are most reliant on bank branches tend to be older, disadvantaged, or on low incomes, and may not find it easy to travel further than their local branch to do their banking.

“Even before the pandemic, bank branches and free to use cash machines were disappearing at an alarming rate, leaving older and more vulnerable customers cut off from vital services and making it harder for them to manage their money.

“The ongoing impact of COVID-19 has demonstrated just how easily those who are digitally excluded can feel out of the loop and left behind.

“Instead of racing towards a “digital by default” system that risks inadvertently excluding hundreds of thousands of older people in Scotland without access to the internet or digital technology, banks must consider the needs of all their customers.

“It's understandable that use of physical cash and branch footfall has fallen during the pandemic, as customers will have avoided all but essential visits. As lockdown eases, the longer-term demand for face-to-face service is likely to return and, in many cases, this service will sadly no longer be available.”