Loss of physical bank branches leaving pensioners at 'greater risk of scams'

Experts have urged banks to retain more of their physical branches, as a report has found that digital-only banking could risk marginalising older customers, leaving them more vulnerable to scams. 

The report, The New Ageing Index from home care company Home Instead, released on Thursday (14 November), found that 88% of people aged 66 and over believe banks should be forced to retain more physical branches.

In addition, 78% of people from the same age group believed society becoming more digital-focused marginalises older people, who can face barriers to using and accessing technology. 

Nearly three-quarters of those surveyed (70%) added that they believe greater digitalisation within society increases loneliness and isolation for older people.

The warning follows government data released in January this year that showed thousands of bank branches have closed their doors across the UK. Just 7,400 bank and building society branches in 2022, falling from 21,643 in 1986. 

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Despite these issues, the report also found positive aspects of increased digitalisation for older people, with 66% of those surveyed believing new technology – particularly in areas like home care and health monitoring – could offer greater independence for older people.

A majority of those surveyed for the report (76%) added that tech providers needed to do more to create products and services that are easier for older people to access and use.

“As our population ages, the need to address the social disparities which digital culture is creating is one of great urgency,” Martin Jones, CEO of Home Instead, said.

“A collective approach – combining the retention of physical banking services with efforts to improve digital inclusion – could provide older people with a more balanced and supportive system that meets their unique needs in both the physical and digital realms.”

Jones added: “Older people want to be involved and valued but this can’t happen if technology leaves them behind. The willingness to learn and adapt is there so more must be done across the tech sector to help older people stay connected and be a part of our increasingly digital world.”

Poverty can “still be a barrier” to digital banking

Experts have explained that older people are “worried” about the closure of bank branches across the country, with digital-only banking leaving some more vulnerable to scams and fraud.

Commenting on the report, Joanna Elson, chief executive of charity Independent Age told the Big Issue: “Some people in later life prefer to speak in person rather than bank digitally, and if they are living on a low income, they may not be able to afford a smartphone or internet connection.

“Even where older people are digitally confident, poverty can still be a barrier; our own research revealed that 48% of older adults living on a low income have struggled to keep up with their broadband costs, and often don’t know about social tariffs for broadband.”

Elson explained that the closure of high-street bank branches could leave older customers “more vulnerable to scams”, with less in-person support for those who have been the victim of scams or fraud.

“Our latest research found that 55% of over-65s could not correctly identify whether a text message purporting to be from their bank was legitimate or a scam,” she said.   

Elson added: “The recent rollout of banking hubs is a welcome development that should plug some of the gaps left in communities that have lost a bank branch. In the meantime, banks need to ensure that access is available for those who cannot use online banking.”

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