Closing Branch Review – Part 1

Background information We continue to respond to our customers changing needs. We now Giffnock have over 13 million of our customers accessing services through Internet Banking and over 9 million using our Mobile Banking app. Address: Monday 09:30 - 16:30 Branches will remain vital in meeting customers' needs but we must 162A Fenwick Road Tuesday 09:30 - 16:30 continually review our network to make sure we have branches in Giffnock Wednesday 10:00 - 16:30 locations where customers need and use them the most. Thursday 09:30 - 16:30 G46 6XF Friday 09:30 - 16:30 Our decision Saturday Closed Following a careful review, Giffnock branch will close on 26 Giffnock branch facilities: February 2018. We have made the diffi cult decision to close this branch because of the changing ways customers choose to bank Cashpoint® Cashpoint® Talking with us, most are already using an alternative way to bank and we machines machine Cashpoint® have another branch close by. inside branch outside branch machine How we made our closure decision When we close a branch we complete a detailed impact analysis which will include: No Yes No ▶ How customers currently use the branch. ▶ Changes to customer use of the branch. Level access Self service zone Counter ▶ Current levels of service provided by the branch including branch to branch or machines service opening hours, ATMs. ▶ Assessment and check of alternative ways to bank locally including their proximity and accessibility. This is confi rmed by a visit. Yes No Yes ▶ Assessment of public transport, availability and frequency. ▶ Impact on our customers including those who may need additional support. ▶ Whether we own or lease the branch building. What this decision means for you You can continue to use any other Bank of branches and H How customers are using this branch the nearest alternative branch is the Clarkston branch. This document includes a summary of our review and provides Counters at Giffnock of our customers use 2% branch are 2% 32 the branch on a details of alternative ways to access banking. quieter than a year regular weekly basis ago

of our customers use of our customers only û Giffnock branch customers 341 the branch on a 685 use this branch and no Age of personal customers using Giffnock branch regular monthly basis other way to bank

< 18 5% Personal Customers 18-24 8% 12% 25-34 13% Fewer personal customers use Giffnock branch 35-44 15% than a typical Bank of Scotland branch 45-54 18% 25% 55-64 16% 65-74 11% 88% 75+ 14% 3% Fewer Counter Transactions

Figures have been rounded up or Personal Customers Self Service Zone or Machine Transactions down to show as whole numbers Business Customers N/A

5% Fewer Cashpoint® Machine Transactions ā Giffnock customers are already banking in other ways* Business Customers Personal Customers more business customers use Giffnock branch than a typical Bank of Scotland branch only use Giffnock use branch, online or 24% 25% branch 71% telephone banking

use Giffnock plus also use the Post 75% other Bank of 16% O f fi c e ® 5% More Counter Transactions Scotland branches Business Customers N/A Self Service Zone or Machine Transactions 15% only use Giffnock branch 2% Fewer Cashpoint® Machine Transactions *please refer to the Glossary of terms on page 3

1 Other ways for customers to do their everyday banking

á Other branches nearby p Other local banking services You can use any other Bank of Scotland branch. To find your most We will not be maintaining our cash machine at the Giffnock convenient branch and their opening hours please search on the branch. Nearby cash machines are listed below or you can use Branch Locator: bankofscotland.co.uk/branchfinder/search.asp ATM Link Locator to find your most convenient alternative: Nearest – Clarkston, 20 Busby Road, G76 7XH www.link.co.uk/atm-locator 1.38 miles away Cash machines Cash machine Talking Level access Self service zone Counter Free cash machines nearby inside branch outside branch cash machine to branch or machines service Royal Bank of Scotland – 158A Fenwick Road, G46 6XB No Yes No Yes Yes Yes 0.08 miles away Sainsbury's – 188 Fenwick Road, G46 6UE 0.1 miles away

Most used alternative – Glasgow , 56/60 Virgin Money – 211 Fenwick Road, G46 6JD 0.16 miles away Road, G41 3NN 1.89 miles away PayPoint nearby: Cash machines Cash machine Talking Level access Self service zone Counter Frankies – 68-70 Braidholm Road, G46 6EN inside branch outside branch cash machine to branch or machines service Yes Yes No Yes Yes Yes PayPoint Locator: http://www.paypoint.ie/locator

Other nearby branch – , 244 Ayr Road, G77 6AA Post Office® 2.82 miles away Personal and Business Banking customers can withdraw money or check their balance, as well as pay in cheques and money to their account at any Post Office® branch. R Transport To find your most convenient Post Office® branch and it's opening For nearest branch: times please search on the Post Office® Locator: There is a half hourly train from the closing branch at Giffnock to www.royalmail.com/cy/branch-finder the closest branch at Clarkston, these are run half hourly by Scotrail Nearest Post Office® Address: and journey time is 5 minutes with a short walk at each end. Fenwick Road, 221 Fenwick Road, Giffnock G46 6JG

For most used alternative branch: Post Office® opening hours: Regular bus services, every 4 - 10 minutes run from the closing branch at Giffnock to the Shawlands branch, these are run by First Monday 08:30 - 17:30 Friday 08:30 - 17:30 Glasgow and Stagecoach, services 38, 38B, 38C and 4, and have a Tuesday 08:30 - 17:30 Saturday 09:00 - 12:30 journey time of about 20 minutes. Driving times are similar. Wednesday 08:30 - 17:30 Sunday Closed Thursday 08:30 - 17:30

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

Personal Customers Business Customers Commercial Customers ì bankofscotland.co.uk q Cash & cheque collection services q Cash & cheque collection services Ì 0345 780 1801 ì bankofscotland.co.uk/business ì bankofscotland.co.uk/business ê Mobile banking app Ì Telephone banking services Ì Telephone banking services ü Branch colleagues ê Mobile banking app ê Mobile banking app ü Bespoke on-line services ü Bespoke on-line services

T Further help: For further help and support please contact either colleagues in our branches, your relationship manager or contact us on 0345 780 1801. 2 Terms used in this document To help you understand what the terms mean please use the table below.

Term used Definition

Counters quieter or busier than a year Rolling year on year % change in counter transactions ago

Customers using the branch on a The number of customers who transacted at the counter or Immediate Deposit Machine (IDM) regular weekly basis in 48 out of 52 weeks in a 12 month period

Customers using the branch on a The number of customers who transacted at the counter or IDM in 11 out of 12 months in a 12 regular monthly basis month period

Personal % comparison to typical The percentage of Personal customers using the named branch compared to the average branch number of Personal customers using a typical branch for the Brand

Business % comparison to a typical The percentage of Business customers using the named branch compared to the average branch number of Business customers using a typical branch for the Brand

The proportion of branch using Personal customers who have not used another branch in the Personal only use this branch last 12 months

Personal only use this branch and The proportion of branch using Personal customers who have also used a different branch in others the last 12 months

Personal use branch, online and The proportion of branch using Personal customers who have also used Internet or Telephone telephone banking Banking in the last 6 months

The proportion of branch using Personal customers who have transacted in the Post Office® in Personal also use Post Office® the last 12 months

The proportion of branch using Business customers who have not used another branch in the Business – only use this branch last 12 months

Based on the road distance between the closing and next closest branch. Source: Mapinfo – Closest branch distance this software package measures distance between post codes.

Measured on a straight line 'as the crow flies' basis between postcode of the closing branch ATM distance and postcode of cash machine.

All data collated and validated as at 11th October 2017

Lloyds Banking Group is a signatory to the Access to Banking Standard and the result of our local community engagement will be published in Part 2 of this document before the branch closes.

If you’d like this in another format such as large print, Braille or audio CD please speak to a colleague in branch, your Relationship Manager or contact us on 0345 780 1801.

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, 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. 3