HSBC in Bangor will remove the counter service available to customers from August 2021. The bank has confirmed the Bangor branch will be fitted with self-service machines and staff members will be in store to assist customers as required.

 

The move forms part of the HSBC restructure to set up Digital Service Banks, which provide traditional banking transactions using self-service technology. Following the change the nearest HSBC Counter Service will be in Caernarfon.

In January, HSBC confirmed it would close 82 branches across the UK between April and September, bringing its total number of branches to 511. HSBC said in-store bank use has fallen by a third over the last five years while nine in ten customers carry out banking activities over the phone and internet, a trend that has accelerated during lockdown.

A statement of the HSBC website said: “With the growth in digital and on-line banking, the way in which our customers access their banking services continues to evolve. We therefore need to ensure the services we provide at each of our branches continues to meet local customer demand.

“After careful evaluation, we have therefore made the decision to change the format of our Bangor branch to a Digital Service Branch effective on or after 2 August 2021.

“Our new Digital Service Branch format is counterless and our self-service machines will be able to support with most cash and cheque transactions. Colleagues will be on hand in the branch to assist with learning how to use the machines as well as supporting with our digital services, product opening and more complex enquiries.

“In order to make this change we will be closing the branch temporarily to undertake premises alterations. We will advertise in branch to let you know when these works will take place which will provide you a minimum of 4 weeks’ notice.”

Report

Over the past 5 years the number of customers using HSBC UK branches has fallen by a third. Nine in ten customers’ contact with the bank is now completed via phone, internet or Smartphone and 99% of cash withdrawals are made at an ATM.

A report into services (between January –  December 2020) at the Bangor branch found:

92% of customers who use this branch are registered for Online Banking and/or Telephone Banking

79% of those that are registered for Online Banking and/or Telephone Banking and are active users.

30% of customers who use this branch are also using the Post Office

8% of customers rely on branch only banking and no other methods

22% of customers are vulnerable customers and will be given additional support up to the closure date

Services available at HSBC Bangor after 2 August 2021:

Self-service machines available to support most cash and cheque transactions

Undertake simple account activities and enquiries via Express Bank, Fast Internet Point and Customer Service Telephone. Customer Wi-Fi available

Colleagues available to assist with:

  • Simple account servicing such as Electronic Payments and Account Transfers
  • Complex enquiries such as Bereavement support
  • Product Opening Support
  • Digital registration

An agreement between HSBC and the Post Office will allow personal customers to use any Post Office counters to pay in cash or cheques, withdraw money and check their balances.