Closing branches: one of the hardest decisions that we ever have to make


Closing branches: one of the hardest decisions that we ever have to make

Managing your personal finances has become a 24 hour possibility, whether it is paying your bills when you wake up on pay day or transferring money to your friends at the end of an evening meal, modern technology makes it all possible.

East Linton branch, shown here in 1959, will close in June with just 25 active customers.

More than 2.7 million RBS and NatWest customers are choosing to do all of their banking digitally and, in a single hour every morning, around 167,000 people log on to the banks' mobile apps between 7 and 8am.

The inevitable consequence of this new flexibility is a sharp drop in the frequency with which people need to use their local bank branch. Figures show that visits to RBS and NatWest branches have dropped by around one third in the last five years alone.

The RBS branch at East Linton, to the East of Edinburgh, has served the local community for the best part of two centuries. In 2014 it was open just eight hours each week and served an average of only 25 customers each week. Despite so few people using the branch, East Linton required the same high level security, technology and infrastructure of a branch many times its size. Earlier this year it became increasingly clear that customers could be served just as well in other ways and the sensible decision was to close RBS East Linton on 25th June.

Watch Scotland MD, Chris Wilson and Local CEO, Hazel Anderson discuss closing branches like East Linton:

East Linton's near neighbour, the recently refurbished Haddington branch of RBS, now offers a comprehensive service including a digital zone, modern cash and deposit machines and WiFi throughout. A new state-of-the-art mobile branch, nicknamed Morag, was launched in East Linton as soon as the branch closed. On average, the mobile branch travels 370 miles a week, making 28 stops and serving 300 customers – many more than the traditional branch could. 

Next door to the East Linton branch, many banking transactions can be carried out at the Post Office. Across the UK, 80% of customers are within a three mile radius of a branch, and when Post Office network is included, that rises to 90% of RBS/NatWest customers being within three miles of a place where they can carry out their every day banking.

"We have seen customer use of our branches fall by 30% over the last three years."

Latest news

Royal Bank of Scotland hosts ‘Easy Wins Live’ event

The event explored today’s ‘always on’ world and the pressure Scots face as they struggle to balance life inside and outside of work.

To win the fight against fraud and scams, it is vital to educate young people.

Primary school children in Currie, Edinburgh put on their detective hats last week to learn more about fraud and scams thanks to the Royal Bank of Scotland MoneySense programme. Les Matheson, CEO of Personal Banking, tells us why it’s so important to financially educate young people.

New NatWest debit cards now accessible for all customers

New card features are being rolled out from today with all cards having a notch and raised dots.

Set Tab for lightbox