(qlmbusinessnews.com . Wed 12th Nov, 2025) London, UK —
How Nationwide is Defying the Digital Banking Trend by Guaranteeing Branch Openings
Nationwide, the UK's largest building society, has committed to maintaining all of its 696 branches open until at least 2030, extending its previous guarantee by two years. This decision follows a reported increase in branch usage over the past year, despite the bank and building society sector experiencing widespread closures as many customers move to digital banking.
The widespread branch closures in recent years have raised concerns from charities about the impact on vulnerable individuals' access to cash and financial services, alongside the negative effects on UK High Streets. Nationwide's CEO, Debbie Crosbie, emphasised the significance of branches for both customers and communities.
Before pledging not to close any branches in 2023, Nationwide had shut down 152, or 20% of its branch network, over a decade. An advertisement last year featuring actor Dominic West, which portrayed Nationwide as opposed to branch closures, was subsequently banned. The advert depicted West as a fictional big bank executive ridiculing customers while planning to close branches.
Over the last ten years, consumer group Which? reports that more than 6,000 bank branches have been shuttered across the UK. Banks attribute these closures to changing customer behaviour, noting that visits to physical branches have significantly declined.
In response to these trends, Nationwide acquired Virgin Money last year, incorporating its 91 branches into Nationwide's commitment. The building society reported an increase in customers using in-branch ATMs, citing security as a key factor. Moreover, Nationwide aims to safeguard vulnerable individuals and enhance support services.
Jessica Bleasby, Senior Branch Manager at one of Nationwide's busiest locations in Reading, shared how branches offer both financial and personal reassurance to customers. This raises a discussion about the extent to which banks, as commercial entities, should provide broader support services, especially to non-customers. As member-owned institutions, building societies like Nationwide may bear a greater duty in this regard.
Lynn Wheeler, a customer representative at Nationwide with 39 years of service, recounted protecting a customer from a scam, demonstrating the essential role branches can play in community safety and support.
Amidst a trend of closures, Nationwide stands out by prioritising its branch network. Similarly, Newcastle Building Society has opened new branches, including a flagship branch in Newcastle and facilities within community centres and libraries. Deborah Walker, head of branches for Newcastle and Manchester Building Societies, highlighted the importance of branches in supporting local savings and providing accessible financial advice.
Additionally, almost 200 shared banking hubs, mostly managed by the Post Office and servicing customers from all banks, have been launched nationwide, offering a variety of banking services in a collaborative effort to retain in-person banking services across communities.
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