Jasmine Birtles
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People are frightened. The hidden cost of bank branch closures: isolation, anxiety and rising fraud fears
Vicky Parry
9th Jun 2026
As banking moves online, millions of older Britons still struggle with digital services. Campaigners warn some are being left isolated, financially excluded and increasingly vulnerable to scams.
For millions of people, checking a bank balance or paying a bill now takes seconds on a smartphone.
But for many older Britons, the disappearance of local bank branches has created a growing problem: they are being pushed towards digital banking despite lacking the confidence, skills or support to use it safely.
Key statistic: Age UK analysis found that 2.4 million people aged 65 and over — 19% of the older population — use the internet less than once a month or not at all. Among older people living alone, that rises to 30%.
At the same time, banking is becoming increasingly digital. UK Finance says mobile banking became the most common way UK adults accessed their accounts in 2024, with 75% of adults using it.
That gap is leaving some older customers struggling to manage essential financial tasks as physical branches continue to disappear from high streets.
According to LINK, 2,167 bank branches had either closed or been listed for closure by 5 June 2026.
For older people who have spent decades managing their money face-to-face, the loss of a local branch can be more than inconvenient. It can mean longer journeys, reliance on relatives, anxiety over passwords and security checks, and a growing fear of making mistakes online.
Many older customers used branches not only to withdraw cash or check balances, but to speak to someone they trusted when something felt wrong.
Without that reassurance, campaigners fear some people may be left more exposed to scams.
Fraudsters often impersonate banks, delivery companies, government bodies or even family members in attempts to steal personal details or persuade victims to transfer money. For someone unfamiliar with online banking, spotting the warning signs can be difficult.
Scam warning
The Take Five to Stop Fraud campaign urges people to stop, challenge and protect themselves before sharing money or information.
Banks will never ask customers to move money into a “safe account”. This is a common scam tactic.
Some families are stepping in to help older relatives manage accounts, pay bills and use banking apps. While that support can be valuable, it can also reduce independence and leave some people feeling they have lost control over their own finances.
Banks argue that customer behaviour has changed and that fewer people now use branches regularly. They point to alternatives including telephone banking, Post Office banking services and the rollout of Banking Hubs.
Banking Hubs are shared spaces where customers from different banks can access face-to-face services. Cash Access UK says hubs provide counter services for cash transactions and community banker support for more complex queries.
But critics argue these alternatives do not always replace the reassurance and accessibility of a traditional bank branch, particularly for people in rural areas, those with mobility issues or those without reliable internet access.
The question facing banks, regulators and policymakers is increasingly urgent: if banking is becoming digital by default, what happens to the people who cannot make that transition?
For many older Britons, the debate is not really about technology.
It is about independence.
And as more bank branches disappear from Britain’s high streets, growing numbers fear that independence is becoming harder to hold on to.
How to get help if you or a relative struggle with digital banking
Use a Banking Hub
Banking Hubs provide shared face-to-face banking services in communities that have lost local branches. Customers can usually withdraw and deposit cash, pay in cheques and speak to community bankers on specific days.
Try Post Office banking
Many major banks allow customers to use Post Office branches for everyday banking, including cash withdrawals, deposits and balance checks.
Ask your bank about telephone banking
Customers who do not want to use an app or website can ask their bank what telephone banking services are available.
Request extra support from your bank
Banks should have support in place for vulnerable customers. This may include accessible statements, help with security checks, third-party access arrangements or specialist customer support.
Do not respond to unexpected bank messages
Anyone who receives a suspicious call, text or email claiming to be from their bank should stop and contact the bank directly using a trusted number, such as the one on the back of their card.
Never move money into a “safe account”
Banks will not ask customers to transfer money into another account to keep it safe. This is a common scam tactic.
Look for digital skills help
Charities, libraries and community groups often offer digital skills sessions for older people who want to learn how to use smartphones, computers or online services more safely.
Sources
- Age UK: Facts and figures about digital inclusion and older people
- Age UK: Offline and Overlooked
- UK Finance: UK Payment Markets 2025
- LINK: Bank branches and Banking Hubs
- Cash Access UK: Banking Hubs
- Post Office: Everyday banking
- Take Five: Stop, Challenge, Protect
- FCA: Helping people access cash
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