On 24 July 2026, the Financial Ombudsman Service (FOS) issued its response to HM Treasury’s (HMT) Call for Evidence for the Access to Banking Review.
The Call for Evidence for the Independent Review into Access to Banking Services will gather evidence on the impact of changes to in-person banking services and help inform the Chair’s recommendations to Government.
The FOS welcomes the opportunity to respond to HMT’s Call for Evidence noting that while remote services work well for many, its casework highlights the continued importance of in-person
banking for consumers, small and medium businesses and micro-enterprises.
The response from the FOS includes the following:
- The FOS’ insights suggest those needing complex or sensitive account support are likely to be more affected by a lack of in-person banking, including individuals who lack digital skills, those with power of attorney or those experiencing bereavement and/or financial difficulty.
- Face-to-face interactions support staff to identify early signs of vulnerability, financial difficulty or potential risk – insights which may be less visible through digital or remote channels.
- Many of the complaints the FOS sees relating to reduced in-person services are about access to cash withdrawal. This includes complaints from consumers who, due to ATM withdrawal limits, are required to visit a branch to access cash, but face inconvenience where local branch closures mean they need to travel further.
- From its own experience in-person services remain especially important for consumers in vulnerable circumstances, those who are digitally excluded or less confident using technology, older consumers and some small businesses – particularly those operating cash-based models.