Calls to save Thurso bank branch fall on deaf ears as TSB confirms pop-up venue

Campaigners who have been battling to save Thurso's TSB branch have accepted that their calls have fallen on deaf ears.

The case for a rethink was put to bank bosses at an online meeting on Friday but it is clear that the closure will go ahead.

A "passionate plea" was made on behalf of long-serving customers, especially those for whom online banking is not an option, but to no avail.

TSB will provide a pop-up service once a week in the North Coast Visitor Centre, although the facility will be available for only four hours weekly during the winter months because of the building's seasonal opening times.

The bank announced in November that it will close its Traill Street premises in April as part of plans to shut 70 branches across the UK. TSB says there has been declining branch use and increasing numbers of customers changing to digital banking.

Highland councillor Matthew Reiss, Thurso Community Council's chairman and vice-chairperson, Ron Gunn and Thelma Mackenzie, and Iain Gregory, co-founder of Caithness Roads Recovery, took part in the online meeting on Friday which lasted well over an hour. TSB was represented by Andrew McIntyre, senior communications manager for Scotland, and Stuart Gray, regional director for Scotland.

The campaigners highlighted a recent on-the-spot survey, on a "freezing cold" Monday morning in February, in which Mr Gunn and Mr Gregory counted 56 customers entering the bank and 55 people using the cash machine over a two-and-a-half-hour period.

They said these figures contrasted with TSB's findings that the branch was down to one regular weekly customer before the closure was announced.

The bank representatives pointed to a "substantial" drop in footfall since 2019 and highlighted the move to online banking by many customers.

Mr Gregory said later: "Ever since the closure announcement was made, I have regularly been contacted by people who have no idea what they are going to do. Online banking is just not an option for many people, and for businesses that need to pay in cheques or cash, or just need a quick chat with a staff member, a local branch is essential.

"At the meeting I pointed out that a local branch is a 'shop window' and a 'gateway' to the whole business, and leaving the whole of Scotland north of Inverness without access to a branch is just wrong."

Mr Gregory added: "We must continue to fight for our local services."

Mr Gunn said: "It was obvious that the decision to close the bank was taken over a year ago without any consultation and without any consideration of their customers’ needs. Unfortunately the regulations state that customers only have to be informed a few weeks before the closing date.

"We made a passionate plea on behalf of the many lifelong, very loyal customers, especially those who would struggle with any kind of online banking, but it all fell on deaf ears. They maintained that the cashless pop-up service which will be one day a week in the North Coast Visitor Centre would be the answer to most of the problems.

"I asked where else would the customers of a town in Scotland have to travel 110 miles to visit their nearest fully functional branch. When told that over 100 customers used the bank facilities during our time there on Monday [February 21] they said that it doesn't match their computer findings and that transactions were way down at the Thurso branch in the last two years.

"I did point out that their statistics were taken during Covid restrictions. I am very disheartened by TSB's approach and their determination that, no matter what, we must change the way we bank."

Mrs Mackenzie said: "It's rather premature of a bank terminating their business at this time when the economy of this part of Caithness and Sutherland is set to flourish in the way of tidal power and the spaceport in Sutherland, which will ultimately increase financial institutions' turnover. Lastly, the helpful staff which have been part of this community for years will be missed dreadfully."

Councillor Reiss said: "When I asked the simple question, 'Is the Thurso branch loss-making or profitable?' these very senior managers were unable to give a simple answer.

"TSB is damaging what was a deserved excellent reputation. Thurso does have unique circumstances, it does have a loyal customer base, and they could have the courage to change a decision that seems to have been arrived at by somewhat illogical methods.

"At the start of this process TSB stated our wonderful branch had 'one regular customer' – a truly surprising statement. It transpired that a 'regular' customer is one who goes into the branch 48 times in a year.

"I’ve asked one or two folk for their reaction to this definition and, paraphrased, it’s one of deep regret and anger. I can relate to those emotions.”

A TSB spokesperson said: “We have not taken the decision to close Thurso branch lightly, but have to respond to declining branch use and increasing numbers of customers switching to digital banking services.

“Across our branch network we have seen a 28 per cent reduction in average branch transactions since January 2019. The Thurso branch customer transactions have fallen by 48 per cent over the same period.

“In communities like Thurso where it takes longer to get to the nearest branch, we are introducing a pop-up service which will be available in the town once a week to support customers with their banking needs. The service will be available every Tuesday in the North Coast Visitor Centre.

“For customers wanting access to cash, they can do this at the post office at Meadow Lane or the ATM at the Royal Bank of Scotland, which are both less than a mile from the branch.”

Opening hours of the pop-up service will be seasonal due to the nature of the building. It will operate from noon to 4pm between October and April, and from 10am to 5pm from May to September.

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