Branch review Torry branch facilities

Following a careful review of branches in the local area Monday 09.30am – 4.30pm Address: Aberdeen Torry branch will close on 14 August 2015. There Tuesday Closed 24 Victoria Road Wednesday Closed are a number of branches in the local area. This branch has Aberdeen Thursday 09.30am – 4.30pm AB11 9DR been selected for closure because customers are using it Friday 09.30am – 4.30pm less often. It’s a short distance from the nearby Union Street branch where the team will be happy to help customers with their banking. This is a summary of our review. 0 1 1 0 Cashpoint® Cashpoint® Talking Immediate machines machine Cashpoint® Deposit All the data below was collected between May 2014 inside branch outside branch machine Machines and April 2015.

Aberdeen Torry branch customers Age of personal customers using Aberdeen Torry branch

< 18 2% Personal Business 18–24 13% Customers Customers 25 to 34 22% 35 to 44 16% 45 to 54 18% 8% 55 to 64 16% 92% > 65 14%

Figures have been rounded up or down to show as whole numbers

How customers are using this branch Counters at Of customers 43% Aberdeen Torry 2% used the branch are 43% quieter Aberdeen Torry branch than a year ago counter more than 10 times in the last year

Personal Customers Business Customers Less personal customers use Less business customers use 67% Aberdeen Torry branch than 59% Aberdeen Torry branch than a typical Bank of branch a typical Bank of Scotland branch

43% n/a 11% 43% n/a n/a Less Counter Immediate Less Cashpoint® Less Counter Immediate Cashpoint® Transactions Deposit Machines Machine Transactions Transactions Deposit Machines Machines

Aberdeen Torry branch customers are already banking in other ways

Personal Customers Business Customers only use Aberdeen only use Aberdeen 4% Torry branch 3% Torry branch

use Aberdeen Torry plus other 95% Bank of Scotland branches

use branch, online 63% or telephone banking 21% also use the Post Office®

1 Other branches which are within 2 miles Other local banking services

Aberdeen Union Street Free Cash Machine 201 Union Street TSB, 70 Victoria Road – 312 feet 0.9 miles Paypoint Bus Train U Store (Best One), 94 Victoria Road Various n/a Other banks nearby: Clydesdale Halifax Aberdeen Upperkirkgate RBS 48 Upperkirkgate TSB 1 mile

Aberdeen Tullos ® 10 Greenwell Road Post Office 1 mile Personal customers can withdraw money or check their balance. Aberdeen John Street Address: 54 John Street 80-84 Victoria Road, Torry AB11 9DT 1.3 miles Distance from Aberdeen Torry branch 430ft Aberdeen Queens Cross Post Office® opening hours: 39 Albyn Place Monday 07.00am – 10.00pm 1.8 miles Tuesday 07.00am – 10.00pm Wednesday 07.00am – 10.00pm Thursday 07.00am – 10.00pm Friday 07.00am – 10.00pm Saturday 08.00am – 10.00pm Sunday 08.00am – 10.00pm

All measurements are based on postcodes

Other ways for customers to do their everyday banking

Personal customers Business customers

bankofscotland.co.uk Cash and cheque collection services

0345 721 3141 bankofscotland.co.uk/business

Mobile app Telephone banking services

Our Internet Banking, Mobile Banking and Telephone Mobile app Banking services give customers 24 hour access to their accounts, 7 days a week. In your local area broadband Bespoke online services services will be available from multiple suppliers.

Cashpoint® is a registered trademark of Lloyds Bank plc. Post Office® is a registered trademark of Royal Mail.

Bank of Scotland plc, Registered in Scotland No. SC327000. Registered Office: The Mound, Edinburgh EH1 1YZ. Bank of Scotland plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 169628. Bank of Scotland plc is covered by the Financial Services Compensation Scheme and the Financial Ombudsman Service.

2 The Access to Banking Protocol

The Access to Banking Protocol is a new initiative introduced by the British Banking Association (BBA) on 1 May 2015. This is an industry wide agreement which aims to minimise the impact on local communities by making sure customers still have banking services nearby when a branch closes. Customers and local communities will be given fair notice of any closure, clarity about the other places and ways to bank and support to help customers use internet or mobile banking. Bank of Scotland is committed to the BBA’s Access to Banking Protocol which requires us to: Carry out a branch review Before we made the decision to close Aberdeen Torry branch we carried out a thorough review to assess the impact of the closure. This took into account the facilities available at the branch, how our customers use the branch, information about our customers as well as other ways to bank in the local area. A summary of our review can be found on pages 1 and 2. Contact members of the local community After we had advised colleagues in the branch we contacted key members of the local community to fully understand what impact the closure of Aberdeen Torry branch would have on our customers and the wider community. We also let them know about other ways customers can bank locally. Here is a summary of who we contacted and what we did.

Who we contacted • We wrote to Aberdeen Torry branch customers to let them know about the change. We also displayed a poster in branch and talked to customers using the branch about other ways to do their banking • MP – Callum McCaig • Constituency MSP – • Regional MSPs - Christian Allard; Richard Baker; Alex Johnstone; Lewis Macdonald; Jenny Marra; Alison McInnes; Nanette Milne • Representative of • Federation of Small Businesses • Citizens Advice Bureau • Chamber of Commerce • Community Council • Credit Union

Feedback received • No objections raised with bank representatives

Action taken to • Aberdeen Torry staff spent time with customers to explain the many ensure a smooth other ways to do their banking, including telephone and online transition banking. They also made customers aware of other branches nearby • We informed the local Post Office® of the change to Aberdeen Torry branch so they now understand they may see more customers wishing to do their banking at the Post Office®

Our decision Following our review and period of contact with local customers and key members of the local community, we have decided to proceed with the closure of the Aberdeen Torry branch on 14 August 2015. Customers’ account numbers and sort codes will stay the same, and any standing orders, Direct Debits, cards and PINs will all carry on as before. Customers can use any Bank of Scotland branch to do their banking, including the nearby Union Street and Upperkirkgate branches.

Local engagement summary as at 20 July 2015

3