Caroline Voaden

I absolutely agree. On my tour this summer, I met someone who was frozen out of her bank. She could not get the confirmation code on her phone because she has no mobile phone signal, so her bank account is now closed to her. She will have to travel more than an hour to get to a bank to get back into her bank account. It is an absolute mess. Face-to-face banking is simply essential for millions of people and thousands of small businesses across the UK. When a loved one has died and finances have to be sorted out, it is normal to want to speak to another human being, not to a chatbot. People might need emergency access to funds, to make a complicated transaction or to send money abroad—out-of-the-ordinary banking matters that chatbots simply do not understand and cannot help with. Businesses might want to take out a loan, or extend or increase borrowing. Yes, people could do that over the phone, but for many a face-to-face conversation is more manageable. The rapid and ruthless shift towards online banking may suit those of us who work odd hours, travel around a lot and would frankly find it hard to pop into our high street branch, but at the same time, it is potentially disenfranchising millions of people from banking services.