Today, I have received the following correspondence from the Director of Customer Care at Barclays, which I am publishing as an open letter as I'm aware that there has been a lot a speculation about this locally for some time. The decision is disappointing, as Barclays was the last remaining branch in Alderley Edge and (in addition to Post Office Counter Services) this leaves the village with just one remaining ATM facility, at TESCO.
Over the last few years, we have seen the closure of face-to-face facilities firstly at HSBC (at the Parade), then Natwest and most recently, RBS. Whilst the change to online banking by many customers is undeniable (probably further accelerated by the pandemic), these decisions fail to take account of the fact that there are still a number of people locally, especially elderly people, who are not online and who are unfamiliar with online banking.
It is a shame that the banks are unable to share resources and provide a single "banking hub" in Alderley Edge that would be accessible by all customers, but when I asked about this as a possibility following the closure of RBS, I was told that each bank has its own secure system which is incapable of being accessed or being made available for access by other providers.
"Dear Councillor, I would like to give you notice of a change Barclays is
making in your area. On Wednesday 5th October, we are closing our
Alderley Edge branch.
The decision to close a branch is never an easy one,
however, the way people bank today is unrecognisable from 50 years ago when
almost every banking transaction took place in a branch. Now, that number is
less than 10%, and we need to make sure that we are providing our services in
ways that best reflect customers’ needs, including outside of traditional
branch formats.
This ongoing change in behaviour means we are seeing a
sustained fall in customer transactions across our network and this is
reflected at the Alderley Edge branch where there has been a 30% reduction in
counter transactions in the last twelve months, compared to the twelve months
to March 2020. In addition, we can identify that 90% of our customers at the
branch are using alternative ways in which to undertake their banking,
including via the telephone, online and mobile app.
Despite the branch closure, we are confident that access to
banking remains sufficient in the local community; everyday transactions can be
completed at any Post Office, with the closest located at 12 West Street,
Alderley Edge SK9 7EG (75 yards away). There is 1 free-to-use ATM within one
mile, which is Tesco at 17-23 London Road, Alderley Edge SK9 7JT (100 yards
away); while the closest Barclays branches are in Wilmslow (59 Grove Street,
Wilmslow SK9 1ER) and Macclesfield (10 Market Place, Macclesfield SK10 1HA).
Although the branch is closing, we will still have an active
presence in the community via new and alternative physical touchpoints. We plan
to provide additional face-to-face access for banking services via one of our
community locations – from the point of closure. Further details, including the
timings and the location, will be communicated to our regular customers in the
coming days.
We appreciate that not all of our customers will adopt
change at the same pace, and we would like to underline our commitment to
supporting our vulnerable customers through this change. We have also
identified that in total, just 9 regular customers use this branch exclusively
for their banking and do not interact with us in other ways. We will be
making personal contact with all regular branch users to discuss their options
and guide them through alternative ways to bank.
As part of this
closure announcement we will follow the Access to Banking Standard. This means
all of our local customers will be informed of our decision at least 12 weeks
before the closure via letter. We will also make available our Reasons for
Closure document.
We appreciate you may receive queries from your
constituents on this matter, and want to make sure you are prepared with the
relevant information in this event. Despite the closure of the branch, I hope
you can agree that we remain committed to meeting customer needs in Alderley
Edge.