Nat West has announced it is closing its Oxted branch on 22 February 2023. It is also closing its Caterham branch on 1 February 2023 leaving no Nat West branches anywhere in Tandridge District. For the latest, see correspondence below between the Nat West head office and the council leader.
Dear Cllr Sayer,
Thank you for your email addressed to Alison Rose, our Chief Executive. Alison has asked that I reply in my capacity as a Case Manager within the bank’s Executive Office.
At the outset, I am sorry that you have had cause to contact us. We strive to deliver an excellent level of service to all of our customers and it is disappointing to learn that you and your constituents feel let down with our decision to close our NatWest branches in Caterham and Oxted.
It is always very difficult to make a decision to close a branch, and we have considered this very carefully. Whilst we won’t be revisiting the decision, I hope to explain in more detail how we arrived at our decision and the range of alternatives available to our customers.
The way people bank with us has changed dramatically in recent years, with an increased demand for mobile and online services as customers benefit from a faster and easier way to bank.
Our video banking service means customers can speak to us, face to face, from the comfort of their own homes and we now conduct 12,000 video appointments with our customers each week, compared to 100 each week in January 2020.
In addition, many customers are choosing digital banking because it makes life easier, but we understand that digital solutions aren’t right for everyone or every situation, and that when we close a branch, we have to make sure that no one is left behind.
We take our responsibility seriously to support the people who face challenges in moving online, so we are investing to provide them with support and alternatives that work for them.
For many, all they need is a little help, which is why we have a dedicated support line 0800 051 4176 for those customers and our customers who are over 60 years of age. Our Customer Care telephone team and our Customer Support Specialists provide tailored support for customers who require extra help or have more complex needs and connect customers to internal and external experts where appropriate.
This phoneline is open 8am to 8pm seven days a week, with shorter waiting times. Our Customer Care experts can guide customers through how to register and use our online and mobile services.
For our more vulnerable customers, or those with a disability, “Banking My Way” allows those who want, the opportunity to tell us exactly how we can make their lives easier. It is designed to help our frontline staff, whether that be in branch or telephony, understand customer requirements and how we can support them moving forward.
More information about this service can be found by visiting our website: Banking My Way | Accessibility | NatWest
Since 2019, we have seen the way in which people living in East Surrey choose to do their banking change. Now 78% of NatWest Caterham and 74% of NatWest Oxted customers are digitally active. As a result, transactions have reduced by 55% and 70% respectively. The NatWest Caterham branch is only being visited by 3 customers on a regular weekly basis, and no customers visit the NatWest Oxted branch on a regular weekly basis.
That said we understand there are thousands of customers and small businesses in the UK that rely on cash every day. Access to cash is an important topic, and even though cash usage is falling, we’re committed to working with the industry and regulators to make sure that cash can continue to be accessed in a convenient and sustainable way.
We’ve created new ways for people to access cash, by introducing a postal cash delivery service. We also offer cash collections, deliveries and secure ‘Intelligence Safe’ cash storage for business customers. We continue to play a leading role in the industry’s efforts to maintain access to cash through the Community Access to Cash pilots and the Cash Action Group (CAG). Under an initiative agreed by CAG, any community that faces the closure of a core cash service, such as a bank branch, will have its needs independently assessed by LINK, who will then determine whether a new solution should be provided to meet that community’s cash access needs.
Communities that are concerned about their access to cash needs can also request a review of these needs at any time through LINK.
Cashback Without Purchase provides another way in which communities can access cash. This is currently being rolled out to more than 2,000 retailers across the UK. This allows a customer to use their card to withdraw any amount of cash from 1p to £50, (facilitating access to non-round amounts). This service is available at the Londis store, 51-55 High St, Caterham and EM10 Express, 18 Station Road West, Oxted.
More information on where to find stores offering Cashback Without Purchase can be found at the below website: LINK / Cash Locator
We also have a national agreement with the Post Office to provide our customers with a range of everyday banking services. Customers can pay money in, take money out, check their balances and business customers can get notes and coins. The Post Office has 11,500 branches across the UK and our customers benefit from longer opening hours with many branches open on Sundays.
The closest Post Office in Caterham is 0.15 miles away from the branch. The closest Post Office in Oxted is 0.58 miles away from the branch. There are nine Post Offices within three miles of Caterham branch, while Oxted has six Post Offices within three miles of that branch.
There are also a number of free to use ATMs located within the local area and details of these can be found at www.link.co.uk/ATM-locator, by calling 03457 888 4444 or speaking to a member of staff.
When we close a branch, we proactively contact all business customers to discuss the best banking options, based on their individual needs. Businesses can bank when and where they want using our digital and Bankline services to manage their accounts and payments 24/7. Customers can deposit cash at any Post Office with a barcoded paying-in slip or a debit card, as well depositing cheques with a paying-in slip.
Businesses can also withdraw cash using a debit card. For large frequent deposits we have a cash courier offering through our Bank To You service (fees apply). We have also invested significantly in automated devices at other branches to support these customers too, such as our Business Quick Deposit Machine and Cash and Deposit Machine which allows customers to pay in cash and cheques quickly
Our telephone banking service provides another alternative to branch banking, and is available 365 days a year. Customers can carry out the vast majority of transactions available at a branch and our telephony staff can also discuss our product range and arrange for a financial review over the phone. Most of our accounts can be applied for and opened in this way, meaning that a trip to the branch is not always necessary.
If you or any of your constituents need extra support, please feel free to get in touch with our dedicated Customer Support Specialists on 0131 380 6528 and a member of the team will be happy to help.
I do appreciate that you will be disappointed by our decision. However, I hope I have made clear our commitment to supporting our customers with alternative ways to bank.
Thank you again for taking the time to contact our CEO, and for giving me the opportunity to respond.
Kind regards,
Michael
Michael Thorburn
NatWest Group Chief Executive Office
Dear Ms Rose
I am writing as leader of Tandridge District Council to ask if you will reconsider your plan to close both branches in our District, at Oxted and Caterham. It leaves the whole of the District, that is 90,000 people, without a Nat West branch.
Since news of the closures broke, I and my fellow councillors have had numerous emails from residents dismayed and shocked by the announcement. The District has the third highest elderly population in England. The closures will have a major impact on the elderly and vulnerable who often rely on being able to access a physical bank either for transactions or for advice.
In addition, this District has a particularly high number of small and start-up businesses and both the branches you plan to close are in the middle of large shopping areas. All of these - businesses and shopkeepers - welcome access to a bank branch.
We do understand that banking has changed a lot in recent years but these branches perform a crucial service, especially so given the District's demographic. To leave the whole District without a branch will create great difficulties. Bus services are poor and people needing to visit a branch out of the District would have to make a number of changes to get there.
I would like to respectfully request that Nat West has another look at this decision given the special circumstances here. I would be more than happy to meet to discuss.
I look forward to hearing from you.
Best Wishes
Catherine
Cllr Catherine Sayer
Leader, Tandridge District Council
