Our Southgate branch closed on 6 March 2020
Following a careful review of our services, and how our customers are banking with us, we have taken the decision to close our Southgate branch counters and enquiries desk on 6 March 2020. We recognise that our customers’ needs are changing and fewer of our customers are using the branch than ever before. The majority of our customers now find it more convenient to do their day to day banking using Online Banking and we’ll therefore be focusing our efforts on making further improvements to this service.
Our Southgate office will remain open for business customers to meet with their Relationship Manager by appointment only, the rest of the operations at our Southgate office are unaffected by the branch closure. All branch staff are being redeployed into customer service assisting customers over the phone and online.
We remain committed to the local area and will continue with community activities including local radio and newspaper advertising, charity support and school initiatives.
The Information Sheet provides further details about the change and all the ways you can continue to bank with us. The following updates were made on 21 February 2020:
- Details of queries received from customers and stakeholders
- Information about how to get in touch about the branch closure
The Customer impact statement also provides further information.
We have also made some changes to our Conditions to reflect both the branch closure and some enhanced security measures we are putting in place for online transactions. These are available to view below. Please contact us if you would like us to send you a copy in the post.
Personal Current Account Conditions (Nov 2019 version)
Business Current Account Conditions (Nov 2019 version)
We would like to thank you for continuing to bank with us and reassure you that this branch closure doesn’t affect your account in any other way.
If you have any additional questions about the branch closure please contact your Relationship Manager or contact us.
Usage of Southgate branch
A reduction in branch usage by customers has been identified.
We have considered the following to inform our decision to close this branch:
- The services offered at the Branch and the number of personal and business customers who use these services
- Change in the way customers prefer to interact with the Bank using alternative means
- The number of vulnerable customers who are more dependent on this branch
- The distance to alternative banking services
Following an in-depth customer impact assessment, alternative ways to bank with us have been deemed suitable and we are confident that customers can comfortably continue to bank with us using these alternative services.