Question to the HM Treasury:

To ask the Chancellor of the Exchequer, what assessment she has made of the impact of app-only banking policies on older and digitally excluded customers; and whether she will require banks operating in the UK to provide non-digital routes for account opening, account restoration, and investment services, particularly for customers without access to smartphones.

The Government works closely with the Financial Conduct Authority (FCA), the independent regulator of the UK’s financial services sector, to ensure that all customers get the right support with their financial products and services.

FCA guidance highlights the actions firms should take to understand the needs of customers who may be vulnerable, including older and disabled people, and to consider these needs appropriately. This includes offering multiple channels of communication to their customers where possible.

Banking is changing, with many customers benefitting from the convenience and flexibility of managing their finances remotely. While decisions on how specific services are delivered remain commercial matters for individual banks and building societies, the Government recognises the importance of face-to-face banking to communities and is committed to championing sufficient access for customers.

The Government is working closely with industry on a commitment to roll out 350 banking hubs across the UK by the end of this Parliament, which will provide individuals and businesses across the country with cash and banking services. Over 240 hubs have been announced so far, and 200 are already open. The Government has also worked with industry to ensure that customers do not need their own digital device to access banking hub services.

More widely, the Government recently published a Financial Inclusion Strategy which seeks to ensure that people have the opportunity to make the most of the benefits of digital services, alongside continued access to the in-person services they need. Beyond the continued rollout of banking hubs, the Strategy has also launched an industry-led inclusive design working group which will examine and address accessibility issues in product design.

The Government has also published a Digital Inclusion Action Plan which includes a focus on improving digital connectivity, access, skills, and confidence.