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RBS launches ‘branch of the future’ in Edinburgh’s West End

Scottish Secretary Alistair Carmichael and RBS chief executive Ross McEwan have officially opened Scotland’s busiest branch following its refitting as a high tech ‘branch of the future’.


The Royal Bank of Scotland’s Edinburgh West End branch has been fitted with new state-of-the-art technology and the traditional counters and glass screens have been removed. Instead staff will be out and about in the banking hall, and able to interact directly with customers, helping them with their transactions.

The changes, part of a £26m investment in Scotland’s branches, make the West End branch one of the most-up-to-date in both Scotland and the UK.

The technology includes two iPads for customers to register and access online banking services, with staff on hand to provide demonstrations of things such as keeping track of statements, transferring money to and from accounts and paying bills. The branch will also have free Wi-Fi for customers to use their own digital devices in the branch.

Cash and Deposit machines (CDMs) have also been installed for customers to pay in cheques, cash and coins. Customers will no longer have to sort their coins into individual coin bags and have the cashier count them – the CDM does this, making paying in money quicker and easier than ever before.

Other Edinburgh branches such as Leith, Haddington and Portobello have already been refurbed, while Nicholson Street, Davidson Mains, Comiston, Musselburgh and Biggar are also due to be upgraded over the next few years.

Customers banking needs are changing dramatically as more and more are using different methods to bank and increasingly want to do routine transactions themselves. The Royal Bank of Scotland is responding to their needs by investing in different ways to serve their customers well.

Chris Wilson, RBS Scotland Branch and Private Banking Managing Director, said: “The Edinburgh West End Branch is Scotland’s branch of the future as it’s been fitted with state-of-the-art technology to help to serve our customers better. We’ve adapted the branch to suit the different ways our customers choose to bank with us, making it easier for them to do their everyday transactions themselves and by removing the branch counters, staff now have more time to speak to customers about their banking needs.

“We’re adapting all our branches across Scotland to respond to the different ways our customers are banking with us and feedback from them so far has been very positive.”

The Royal Bank of Scotland has been working with local Scottish companies to refit the branches. More than 80% of the materials being used are sourced in Scotland, including Harris Tweed, with colours and finishes inspired by the Scottish landscape.

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