Concern as bank reveals plans to turn branch into counterless operation.

FINANCE: Concern for elderly and immobile over proposal to change customer services at Cupar outlet

Serious concerns have been expressed about controversial plans by the Bank of Scotland to turn its Cupar branch into a “counter-less” operation.

With the town still reeling from the closure of the Clydesdale and Royal Bank of Scotland outlets in recent years, the Bank of Scotland has confirmed its presence in The Cross is in line for a refit which will change the way customers access services.

Staffed counter services will be replaced by tablets and self-service points, and the bank says staff will be on hand to show customers how to use the new facilities and answer any questions.

But local SNP MP Stephen Gethins fears the move will have a huge impact on elderly and less mobile customers as well as small businesses.

“This is yet another blow to the community and efforts being made by groups to promote the town and encourage business,” he said.

“Elderly and less mobile people rely on a local service and many will not feel confident using technology in the branch or at home.

“I am also concerned about the impact on small businesses. So many are already feeling the impact of RBS closing and the loss of facilities for change and paying in cheques, for example.

“Everyone is being redirected to the Post Office but this is far from ideal and could lead to even longer queues and pressure on the services it offers.

“I have written to Bank of Scotland asking for more detail on these changes.”

The Bank of Scotland is to close for a period as the refit is carried out.

When it reopens, customers will not be able to pay in or withdraw coins, make bill payments by Bank Giro Credit or carry out passbook transactions.

A statement from the Bank of Scotland stressed that customers will still be able to “do most things” and access some new services.

It added: “The way people choose to do their banking is changing, so we are adapting too.

“We regularly review how our branches are used and look for ways to tailor the services we offer more closely to our customers’ needs.”

The bank also advises customers needing additional services to go online, use telephone banking, visit their nearest Post Office or attend their next nearest Bank of Scotland branches, although those are around 10 miles away in either St Andrews or Leven.

Mr Gethins is seeking further information on the impact the move will have on jobs, when the bank will close for the refit, and how it plans to ensure customers can enjoy the same level of service following the changes.

He added: “It is not good enough to simply expect people, especially the elderly, those with mobility and those with no access to their own transport, to travel to St Andrews or Leven.”

Elderly and less mobile people rely on a local service and many will not feel comfortable using technology. STEPHEN GETHINS

Picture: Steven Brown The Cupar Bank of Scotland branch has been lined up for a major refit.