Accessible banking

We’re continuing to invest in a range of ways to make banking more accessible. Our customers can choose from digital, face-to-face and remote options which now include the ability to speak to one of our highly trained colleagues from the comfort of their own home through video banking.

More ways to bank

We’re constantly improving our award-winning mobile app which is now regularly used by more than 6.9 million customers. We’re the only UK bank to offer customers the ability to lock their debit card on the app and still get cash from an ATM using our ‘Get Cash’ service. We also offer a full online banking service as well as a broad range of local face-to-face services including our branch network, fleet of mobile vans, Community Bankers, Business Growth Enablers and the Post Office (where customers can withdraw cash, deposit cash and cheques, view balances and business customers can get coinage). Customers can also get support through telephony and video banking, and 24/7 through our secure messaging and webchat service, and can readily access cash through our network of ATMs and for free via the LINK network.

Support for the moments that matter

We know that no customer is the same and that each leads a different life, with different demands, as well as having different capabilities and preferences. Our range of services are designed to offer a suite of options for customers, so they can bank conveniently and in the best way for them. We are working hard to develop new services to respond to the changing needs and demands of our customers and to make banking as effortless as possible.

Our colleagues are there to help our customers in the moments that matter, and also help them to use our award-winning digital services confidently and securely.

Supporting local communities

99.7% of the UK population live within 15 minutes of a branch, a mobile-van stop or a Post Office location. Our fleet of 41 mobile vans serve more than 600 communities each week. At any of our mobile vans, customers can deposit funds; withdraw cash; businesses can deposit and withdraw cash and coin; pay bills and make balance enquiries. Our staff on the mobile vans will also support customers with enquiries.

We are also the only bank to have Community Bankers, who remain in the community when a branch closes and get to know our customers, just like the traditional Bank Manager. They will help customers with their individual financial goals, and support communities to be safe and secure when managing their money.

Our Business Growth Enablers support local business customers by providing specialist advice, events and training to support their business needs. They put businesses in touch with local experts across the bank, and through their networks in their town or city, to help businesses where and when they need it most.

Convenient solutions for non-personal Customers

We have also invested significantly in automated devices for our non-personal customers over the last four years. Customers can self-serve through our branch ATMs, Business Quick Deposit Units & Cash and Deposit Machines across Scotland. And we have cash courier services where appropriate for our business customers, via our Bank to You and Direct Cash products.