For most customers, a bank is no longer a place where they regularly go to handle their financial affairs since they prefer to do this online. Many older people have already adapted to the new digital reality, but for some, it continues to prove to be a difficult step to make for a number of reasons.
Many of our older customers tell us that they have become long accustomed to face-to-face contact with staff at their branch or local authority office and find personal contact more reassuring and accessible. With this in mind we have adopted a Step by Step programme which seeks to help explain all of the alternative banking channels that we have invested in to help make banking easier for our customers. These include not only guidance on ebanking, but also information on how debit cards work, ATMs, express deposit boxes and other channels.