There are more ways to bank with us than ever before. Our customers can choose from a range of digital, face-to-face and remote options.
Our award winning mobile app and our online banking service allows customers to do their banking when and where it suits them. We offer a broad range of local face-to-face services including our branch network, fleet of mobile vans, Community Bankers, Business Growth Enablers and the Post Office (where customers can withdraw cash, deposit cash and cheques, view balances and business customers can get coinage). Customers can also get support through our remote channels including telephony and video and 24/7 through our secure messaging and webchat service and can readily access cash via cashback and through our network of branch ATMs and for free via the LINK network.
We know that no customer is the same and that each leads a different life, with different demands, as well as having different capabilities and preferences. Our range of services are designed to offer a suite of options for customers, so they can bank conveniently and in the best way for them. We are working hard to develop new services to respond to the changing needs and demands of our customers and to make banking as effortless as possible.
We’ve launched Free-Agent, a free cloud-based accounting software service for small businesses, to help our customers keep track of their finances and report their taxes digitally. It’s easy to use, reduces errors and saves our small-business customers valuable time. And with the customer’s permission, we can link it to their business bank account so we can share data for real-time conversations about a loan, or another solution to help grow their business. Business customers can also use our Bankline platform.
99.7% of the UK population live within 15 minutes of a branch, a mobile-van stop or a Post Office location. And our fleet of 41 mobile vans serve more than 600 communities each week. At any of our mobile vans, customers can deposit funds; withdraw cash; businesses can deposit and withdraw cash and coin; pay bills and make balance enquiries. Our staff on the mobile vans will also support customers with enquiries.
We have a trained TechXpert in every branch, to support our customers with their digital journey, providing digital education and reassurance that we provide a safe and secure digital service that all our customers can use confidently.
We are also the only bank to have Community Bankers – they remain in the community when a branch closes and get to know our customers – just like the traditional Bank Manager. They will help customers with their individual financial goals and support communities to be safe and secure when managing their money.
Our Business Growth Enablers support local business customers by providing specialist advice, events and training to support their business needs. They put businesses in touch with local experts across the bank, and through their networks in their town or city, to help businesses where and when they need it most.
We have also invested significantly in automated devices for our non-personal customers over the last four years. Customers can self-serve through our branch ATMs, Business Quick Deposit Units & Cash and Deposit Machines across Scotland. And we have cash courier services where appropriate for our business customers, via our Bank to You and Direct Cash products.