Technology is often heralded as the great modernising force of society. Transactions ping across the globe in mere milliseconds, video conferencing has allowed us to work from home and speak with friends and family at the click of a button, and in the coming years, the fantasy of driverless cars is likely to become a reality. Technology is undoubtedly making our lives easier, more efficient and safer. But it also comes at a cost.
As systems move online and paper-based systems are confined to the dustbin, we are forgetting the many who do not have the technological skills to make use of these advancements. Perhaps no better example exists than the closing of high-street banks. They [the banks] argue that online systems are proficient enough to ensure that no customer is left without the service they need. They are wrong.
Last week, I received word that the last high-street bank in Brixham is closing. The explanation for such a closure is that there are adequate alternative services in the area, that the public transport system is up to scratch, that the move online has made such a facility redundant and costly, and that the use of this facility has dwindled.
Unfortunately, the bank in question appears to be trying to justify its actions without taking stock of the reality in Brixham.
First, the alternative banking facilities they mention are to be found in Paignton and Torquay. Only a stone’s throw one might think and according to the banking employee who put their briefing together, only a couple of miles away! Whether you are a resident in Brixham or just a user of Google Maps, it is readily apparent that these alternatives are far further away than argued by the bank and that getting to them during peak tourism season will turn into a marathon voyage requiring several hours roundtrip.
Of course, the bank argues that we have adequate public transport to ensure that those without cars can easily reach these branches. This again is incorrect. As we all know, getting in and out of Brixham can prove to be an almighty challenge and one that drives even the calmest driver to near insanity. Our public transport network, while present, needs far greater improvement before bankers can start basing their decisions on closing facilities. They have clearly not sat on one of our buses for quite some time. Perhaps they might like to start funding their own bus route!
The age of personal customers using the Brixham branch are outlined as follows. Aged 55-74 equates to 41% of their customers, and those aged 75+ equates to 23%. More than half their customers are above the age of 55 and while many will have the skills and abilities to use the technology, many will not. Those digitally isolated are being left behind and all in the name of cost-cutting and technological advancement. This approach will see South Devon residents cut off from their banks, a familiar face with a welcoming smile replaced with an infuriating automated system and hold music. Hardly a fair trade.
The closure of bank branches in towns like Brixham is hardly unique. Across South Devon, such action is becoming commonplace. In the last few weeks, Barclays Bank announced the Kingsbridge branch will be closing later this year. And while the Post Office will be able to offer some services, it is hardly a suitable and comprehensive replacement. In the coming years, we will likely see the rise of regional banks and these are to be welcomed. But in the meantime, I intend to give both barrels and keep fighting against the continued closure of our local banks and the isolating of those who will not move onto digital services.