Anger over loss of banking services

A new survey by Which? has shown that customers don't feel valued by banks either in-branch or online

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MORE than a third (35%) of customers do not feel valued by their bank, new research has indicated.

A survey in May by consumer group Which? - conducted with more than 13,600 members of its Connect Panel - found many people said they had noticed the removal of services in the past two years.

Common issues highlighted by Which? members included the loss of paper statements (18%); automatic cheque book replacement (15%); face-to-face appointments (14%); coin-counting machines in branch (8%); and ATMs that accept cheques (7%).

Three in 10 (30%) people expressed dissatisfaction with branch banking and 9% were dissatisfied with telephone banking.

Some 5% were dissatisfied with their bank's mobile banking services, and 6% were dissatisfied with their bank's online service.

It comes after The Sentinel reported earlier this year that NatWest, Lloyds and Halifax have pulled the plug on banks in Tunstall, Stoke, Longton and Leek.

Which? said it believes that the introducation of banking hubs - where banks share a single space - is too slow for enough customers to feel their benefits.