Bank counter service
Discussion
I assume this is a national picture, but where I live in west London, HSBC in the last twelve months has stealthily closed all its counter services, so what branches that are left are a bit like a travel agents - you have a service desk and various bods with iPady things there to help you. Want to pay in a cheque? No problem, the machines are never working, so a bod will stamp the receipt and give take the cheque off you like before. Cash withdrawals? I have no idea as I don't do this, but I like to think the service is there if I need it.
Elsewhere, Barclays seems to be wholesale closing all its branches as does Halifax.
Why hasn't the government stopped this happening, and made banks keep counter services?
For the banks it's literally 'money in the bank' - less overheads, less costs, more profit. Never mind the reduction in customer service or local support, especially for the elderly (who I presume will be pushed to ever overcrowded local post offices for cash-based counter services).
It is also a push to get us off paper and metal currency and to push everything online, and digital currency.
My point of this post is to say, surely the government, or financial watchdog, is there to make banks play fair, it really feels this has been quietly sanctioned and has massively accelerated under the smoke screen of Covid. Once these services are gone, they will never come back
Elsewhere, Barclays seems to be wholesale closing all its branches as does Halifax.
Why hasn't the government stopped this happening, and made banks keep counter services?
For the banks it's literally 'money in the bank' - less overheads, less costs, more profit. Never mind the reduction in customer service or local support, especially for the elderly (who I presume will be pushed to ever overcrowded local post offices for cash-based counter services).
It is also a push to get us off paper and metal currency and to push everything online, and digital currency.
My point of this post is to say, surely the government, or financial watchdog, is there to make banks play fair, it really feels this has been quietly sanctioned and has massively accelerated under the smoke screen of Covid. Once these services are gone, they will never come back
Yes it is widespread. HSBC was the first in our town to reduce the number of teller positions from four to two with one closed. They seemed surprised at the length of the resulting queue. They no longer have a branch here and one which still has, Barclay's, has several ATMs which need at least one member of staff to help the customers when one of the remaining teller positions seems permanently closed.
Retail banking is clearly a threatened system, as are post offices so using those as back-up by the banks is not always possible
Retail banking is clearly a threatened system, as are post offices so using those as back-up by the banks is not always possible
Edited by Allan L on Tuesday 21st December 11:32
I had to go into an HSBC branch yesterday to pay a cheque in as the app was not transmitting the photo of the cheque to them. No counter service and the paying in maching was being fixed/enptied so had to come back and paid the cheque into that maching that was now working.
HSBC on Fenchurch Street in The City used to hide the two counters on the first floor, the ground floor was all machines. Walked past it a week ago and its closed down.
HSBC on Fenchurch Street in The City used to hide the two counters on the first floor, the ground floor was all machines. Walked past it a week ago and its closed down.
Blue One said:
My point of this post is to say, surely the government, or financial watchdog, is there to make banks play fair, it really feels this has been quietly sanctioned and has massively accelerated under the smoke screen of Covid. Once these services are gone, they will never come back
Our NatWest bank in Chester has been like that for years. I almost got body-checked when I tried to get to the counter. To be fair, there was a still a counter last time I went in (some years ago - I guess that's telling in itself).I think the only answer really is to vote with your wallet - I did once Halifax's branch closures and useless opening times meant I only had a three hour window every two weeks to access their services.
Lloyd's Bank seems to still have reasonable service where I live and Metro bank are very branch-focused.
Lloyd's Bank seems to still have reasonable service where I live and Metro bank are very branch-focused.
I went to a bank for the first time in years the other day and it was like being surrounded by the dregs of humanity. Seriously, the sort of people who should be shielding at home, not in a bank as they would have all been on the massively at risk list.
People were queuing up to pay bills with their card, seriously couldn't they have done this at home online? People taking cash out using their passbooks, I thought these things were phased out decades ago.
I can see exactly why the banks want to close branches, these are clearly the sort of customers who make them zero money and are actually a cost to them in having to process their transactions.
The reason I was there? My children had found a load of cash they had forgotten about in their rooms that had old style £20 notes so I was forced to pay them in at a bank.
Here's hoping I never have to visit a bank again.
People were queuing up to pay bills with their card, seriously couldn't they have done this at home online? People taking cash out using their passbooks, I thought these things were phased out decades ago.
I can see exactly why the banks want to close branches, these are clearly the sort of customers who make them zero money and are actually a cost to them in having to process their transactions.
The reason I was there? My children had found a load of cash they had forgotten about in their rooms that had old style £20 notes so I was forced to pay them in at a bank.
Here's hoping I never have to visit a bank again.
All high street banks are moving towards a predominantly digital “experience”, and (outside of large cash withdrawals, and possibly foreign exchange) it’s going to be fine for the majority of retail customers.
If you’re a shop who needs to deposit takings, etc. then things are indeed rather more tricky…
Edit: if you’re a shoo? Shop, obviously!
If you’re a shop who needs to deposit takings, etc. then things are indeed rather more tricky…
Edit: if you’re a shoo? Shop, obviously!
Edited by DanL on Tuesday 21st December 13:32
It's annoying. Doesn't really bother me, but I've seen multiple old people get a bit confused by it.
As an aside, I met my wife in the bank where she worked as a cashier. I'd like to say she was wooed by my massive bank balance, but I was 19 and had about £10.50. Wouldn't happen nowadays I guess - calling customers to ask them on dates is against GDPR. 
As an aside, I met my wife in the bank where she worked as a cashier. I'd like to say she was wooed by my massive bank balance, but I was 19 and had about £10.50.
Wouldn't happen nowadays I guess - calling customers to ask them on dates is against GDPR. DanL said:
All high street banks are moving towards a predominantly digital “experience”, and (outside of large cash withdrawals, and possibly foreign exchange) it’s going to be fine for the majority of retail customers.
If you’re a shoo who needs to deposit takings, etc. then things are indeed rather more tricky…
Some American bank are closing branches and replacing them with Interactive Teller Machines in mallsIf you’re a shoo who needs to deposit takings, etc. then things are indeed rather more tricky…
"An Interactive Teller Machines (ITMs) is compared to an ATM but adds a video terminal option. The video allows users to speak with a teller on a screen. ITMs provide convenience for the customer that a teller normally gives as an in-branch experience but through the screen".
Cotty said:
DanL said:
All high street banks are moving towards a predominantly digital “experience”, and (outside of large cash withdrawals, and possibly foreign exchange) it’s going to be fine for the majority of retail customers.
If you’re a shoo who needs to deposit takings, etc. then things are indeed rather more tricky…
Some American bank are closing branches and replacing them with Interactive Teller Machines in mallsIf you’re a shoo who needs to deposit takings, etc. then things are indeed rather more tricky…
"An Interactive Teller Machines (ITMs) is compared to an ATM but adds a video terminal option. The video allows users to speak with a teller on a screen. ITMs provide convenience for the customer that a teller normally gives as an in-branch experience but through the screen".
That plus being able to take a photo to pay in a cheque (when it works, as per the poster above!), the need to visit a branch will be severely diminished for most people. Even my parents don’t bother these days!
Cotty said:
Some American bank are closing branches and replacing them with Interactive Teller Machines in malls
"An Interactive Teller Machines (ITMs) is compared to an ATM but adds a video terminal option. The video allows users to speak with a teller on a screen. ITMs provide convenience for the customer that a teller normally gives as an in-branch experience but through the screen".
I reckon a bank that just opens 9-5 and half day Sat with 2/3 humans on counters to allow you to pay in or take out will clean up. I'd switch."An Interactive Teller Machines (ITMs) is compared to an ATM but adds a video terminal option. The video allows users to speak with a teller on a screen. ITMs provide convenience for the customer that a teller normally gives as an in-branch experience but through the screen".
Even for business banking when someone pays cash and we have to go its a PITA using the machines rather than just hand to a human.
I do like being able to do cheques with a photo online up to £500 or whatever the amount is last time I checked thats a good digital move.
DanL said:
Cotty said:
DanL said:
All high street banks are moving towards a predominantly digital “experience”, and (outside of large cash withdrawals, and possibly foreign exchange) it’s going to be fine for the majority of retail customers.
If you’re a shoo who needs to deposit takings, etc. then things are indeed rather more tricky…
Some American bank are closing branches and replacing them with Interactive Teller Machines in mallsIf you’re a shoo who needs to deposit takings, etc. then things are indeed rather more tricky…
"An Interactive Teller Machines (ITMs) is compared to an ATM but adds a video terminal option. The video allows users to speak with a teller on a screen. ITMs provide convenience for the customer that a teller normally gives as an in-branch experience but through the screen".
That plus being able to take a photo to pay in a cheque (when it works, as per the poster above!), the need to visit a branch will be severely diminished for most people. Even my parents don’t bother these days!
Joey Deacon said:
I went to a bank for the first time in years the other day and it was like being surrounded by the dregs of humanity. Seriously, the sort of people who should be shielding at home, not in a bank as they would have all been on the massively at risk list.
People were queuing up to pay bills with their card, seriously couldn't they have done this at home online? People taking cash out using their passbooks, I thought these things were phased out decades ago.
I can see exactly why the banks want to close branches, these are clearly the sort of customers who make them zero money and are actually a cost to them in having to process their transactions.
The reason I was there? My children had found a load of cash they had forgotten about in their rooms that had old style £20 notes so I was forced to pay them in at a bank.
Here's hoping I never have to visit a bank again.
I had exactly the same experience recently. People were queuing up to pay bills with their card, seriously couldn't they have done this at home online? People taking cash out using their passbooks, I thought these things were phased out decades ago.
I can see exactly why the banks want to close branches, these are clearly the sort of customers who make them zero money and are actually a cost to them in having to process their transactions.
The reason I was there? My children had found a load of cash they had forgotten about in their rooms that had old style £20 notes so I was forced to pay them in at a bank.
Here's hoping I never have to visit a bank again.
We moved house, and because it is a new selfbuild, it wasn't showing up on any recognised address lists yet. Apparently the quickest way to fix this was to call into a bank branch and show evidence of the new address, and they would update our account. So I had to visit a couple of different banks on a Wednesday morning (Barclays and Lloyds).
I haven't been to a bank in years, and it was as you describe: A long queue of the ill, the very elderly, the mentally ill, the disabled, people who looked like they are homeless, the unemployed, people who stink of piss, and so on.
Each transaction seemed to take forever and the atmosphere in there was 'glum' to say the least.
Banks are a business, they are not a public service. They are there to make money, and I can absolutely see why they have no interest in keeping counter services. It must be a tiny minority of customers who need access to the counter. The cost of leasing, property maintenance, paying the rates and bills, and staffing of actual branches must be huge, and of practically no benefit to the bank.
Banks will only do what the majority of their customers want, and clearly most customers have no need to visit a bank in person.
Those who really cannot manage without a counter service, will likely be served in different ways as mentioned here:
Countdown said:
The worst part was, that upon entering the banks I was told by the 'greeters' that I could have actually 'forced' my new address onto the system if I knew how to... So I didn't need to have visited in person at all. I hope I don't need to visit a consumer bank in person again for the next few years. Or ever again.
JimmyConwayNW said:
I reckon a bank that just opens 9-5 and half day Sat with 2/3 humans on counters to allow you to pay in or take out will clean up. I'd switch.
Even for business banking when someone pays cash and we have to go its a PITA using the machines rather than just hand to a human.
I do like being able to do cheques with a photo online up to £500 or whatever the amount is last time I checked thats a good digital move.
"Clean up"? No. It won't. It will either charge you for the experience, or go bust.Even for business banking when someone pays cash and we have to go its a PITA using the machines rather than just hand to a human.
I do like being able to do cheques with a photo online up to £500 or whatever the amount is last time I checked thats a good digital move.
Net Interest Margin is getting crushed, and a lot of that is due to the low rate environment. Taking deposits is just a loss making service, one the banks are then taxed on. Keeping the physical presence just increases the losses.
Its a bit like post office closures in a way. Everyone bemoans their loss, but they are closing because virtually nobody uses them. We can all come up with the rare example as to when we would need one, but you cant expect the bank to keep an expensive building and staff for you bi-annual large withdrawal or holiday cash.
If you want free banking, you have to accept some cost management on the banks side.
If you want free banking, you have to accept some cost management on the banks side.
JimmyConwayNW said:
I reckon a bank that just opens 9-5 and half day Sat with 2/3 humans on counters to allow you to pay in or take out will clean up. I'd switch.
Even for business banking when someone pays cash and we have to go its a PITA using the machines rather than just hand to a human.
I do like being able to do cheques with a photo online up to £500 or whatever the amount is last time I checked thats a good digital move.
I'm not sure they would. The proof of the pudding is in the eating. Banks are closing branches because the cost of running them exceeds the profits they generate. And bear in mind the closure programme started decades ago, well before we all started using cards/contactless.Even for business banking when someone pays cash and we have to go its a PITA using the machines rather than just hand to a human.
I do like being able to do cheques with a photo online up to £500 or whatever the amount is last time I checked thats a good digital move.
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