GC22/2: Branch and ATM closures or conversions: Updated guidance for firms

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To make sure our expectations are clear, we’re updating our original guidance from FG20/3 for firms on branch and ATM closures and conversions.

Read GC22/2

Why we are consulting  

Banking services are delivered through a range of channels, with most services now accessible online or by phone. The focus of this consultation is on changes to the provision of in-person services as that is where we are seeing the greatest change and risk of harm. 

We have learnt from our experience supervising firms against FG20/3. We know that in some cases firms make decisions to close branches that are still being used by significant numbers of customers. We have also seen firms making decisions to remove facilities such as counter services from branches, or to permanently and significantly reduce the hours that branches are open. 

While we have seen examples of good practice, some firms have fallen short of our expectations outlined in our guidance. We want to make sure these are clear, and for firms to support customers effectively through any transitions triggered by changes to access. 

Who this applies to  

This consultation is likely to be of interest to:  

  • regulated firms, including banks, building societies and credit unions 
  • consumer organisations and individual consumers 
  • industry groups/trade bodies 
  • policy makers and regulatory bodies 
  • industry experts and commentators, and 
  • academics and think tanks  

Next steps  

Online response form

We would like to know what you think of our proposed changes. The key changes from FG20/3 are marked in Annex 1 for ease of review.  

We are asking for responses by 26 July 2022. You can send them to us using the online form or email us at [email protected] to discuss alternative ways to respond. 

We will review responses to this consultation and aim to finalise the guidance by the end of 2022.