Bank’s older clients are ‘dismayed’ about move to digitise town branch
COUNTERS BEING DITCHED, ALONG WITH FACE-TO-FACE TRANSACTIONS
LOUGHBOROUGH’S HSBC bank is set to become a counter-less, digital branch with self-service machines replacing face-to-face cash and cheque transactions.
The move will result in a temporary closure of the branch on July 5.
However, as of yet it has not been confirmed when the branch will reopen.
Older people, however, may feel “dismay” at HSBC’s decision to “digitalise” its Loughborough branch, according to Age UK.
The charity believes the increasing use of technology could be alienating some of Leicestershire’s elderly as they fear becoming a cashless society.
The bank said the transformation will mean traditional cash and cheque transactions will instead be carried out using self-service technology.
The branch will have no have counters, with self-service machines as the main means of completing cash or cheque transactions.
Tony Donovan, executive director of Age UK Leicester Shire and Rutland, said: “The news that the HSBC Bank in Loughborough is changing to become a digital service branch has been
met with dismay by the many local older people who have no understanding of the world of technology. “They have no desire to use cash machines at the expense of the valued bank staff they have come to know and
respect over the years.” A spokesman for HSBC said: “Where we are creating a Digital Service Branch, the biggest change that customers will see will be the removal of a counter.
“Virtually all other services the branch previously offered will be maintained, it might just be done in a different way. For example, traditional cash and cheque transactions will be done using self-service technology. This is an evolution in our branches, and there will need to be a certain evolution in how our customers bank.”
The banking chain has said it is conscious of those who are less comfortable using self-service options and is contacting them by phone to discuss options.
HSBC will initially have cashiers on hand to help customers use the self-service machines but there is no mention yet as to whether this will be in place permanently.
The bank said: “We are very conscious that there will be some customers who are less confident or comfortable using self-service options and we would like to assure them that we will not be leaving any of our customers high and dry.
“We are contacting vulnerable customers by phone to discuss the forthcoming change and will be supporting them with alternative ways to do their banking.
“Our branch staff will also be on hand to help in the banking hall rather than behind a screen, to explain and also to educate customers on how to complete their transaction.”