Closing Branch Review - Part 1 Loanhead branch

Following an in-depth review, this branch will close on 4th May 2020 Background and decision What this means for you Our customers’ needs are changing. Nearly 16 million people You can continue to use any other Bank of branch and now bank with us through Internet Banking and over 10 million the nearest alternative is the branch. use Mobile Banking. Branches will remain vital in meeting You can also use your local Post Office® for many everyday customers’ needs but we must continually review our network to banking transactions. make sure we have branches in locations where customers need and use them the most. We’ll still be here to support you, and there are other ways you can continue to do your banking – take a look at this document As a result, we’ve made the difficult decision to close this branch to find out about these in more detail, as well as a summary of because customers are using it less often. In addition the our review. majority of customers are also using alternative ways to bank. í Loanhead branch Branch facilities: 95 Clerk Street Monday 09:30 - 16:30 Cash machine Cash machine Talking Loanhead Tuesday 09:30 - 16:30 inside branch outside branch cash machine Wednesday 09:30 - 16:30 Level or Self Service Counter EH20 9RE Thursday 09:30 - 16:30 ramp access Zone or service Friday 09:30 - 16:30 to branch Machines Saturday Closed

How we made our closure decision When we close a branch, we complete a detailed impact analysis which includes:

▶▶ How customers are choosing to bank with us ▶▶ Assessment and check of alternative ways to bank including ▶▶ How often customers use the branch and how that usage their proximity and accessibility - this is confirmed by a visit is changing ▶▶ Assessment of public transport, availability and frequency ▶▶ Current services available in the branch and the branch ▶▶ Impact on our customers including those who may need opening hours. additional support. By regularly reviewing our branches we can make sure we respond to our customers’ changing needs.

û Loanhead branch customers H How customers are using this branch Age of personal Type of customer customers using branch using branch 8% 361 Counters at Loanhead branch of our customers use the are 8% quieter than a year ago branch on a regular < 18 2% monthly basis 18-24 7% 11% 25-34 15% 35-44 14% Branch usage compared to a year ago 45-54 18% 55-64 17% Services Personal Business 65-74 14% 89% 75+ 13% G Counter transactions 4% 16% Self Service Zone Figures have been rounded up or Personal Customers or machine down to show as whole numbers Business Customers e transactions 3% 11%

Cash machine ā Loanhead customers are already a transactions 4% 0% banking in other ways Branch usage compared to a typical Bank of Scotland branch of personal customers using Loanhead branch 65% have also used other Bank of Scotland branches Personal Business

of customers using Loanhead branch have also Customers 76% used other Bank of Scotland branches, Internet ü using branch 31% 1% Banking or Telephone Banking

of personal customers using Loanhead branch Terms used in this document are explained further on page 4. 30% have also used the Post Office® Ways you can continue to bank with us

Ó The nearest alternative branches to Loanhead branch To find your most convenient alternative branch please visit bankofscotland.co.uk/branchfinder

Bonnyrigg branch 24 High Street Monday 09:00 - 17:00 Bonnyrigg Tuesday 09:00 - 17:00 Midlothian Wednesday 09:30 - 17:00 Cash machine Cash machine Talking EH19 2AA Thursday 09:00 - 17:00 inside branch outside branch cash machine Friday 09:00 - 17:00 Saturday Closed This branch is 2.18 miles away from the Loanhead branch. This branch can be reached Level or Self Service Counter by public transport ramp access Zone or service to branch machines How you can get to this branch There are regular buses between Loanhead and Bonnyrigg with a journey time of around 15 minutes.

Dalkeith High Street branch 47 High Street Monday 09:00 - 17:00 Tuesday 09:00 - 17:00 Midlothian Wednesday 09:30 - 17:00 Cash machine Cash machine Talking EH22 1JA Thursday 09:00 - 17:00 inside branch outside branch cash machine Friday 09:00 - 17:00 Saturday 09:00 - 13:00 This branch is 3.42 miles away from the Loanhead branch. This branch can be reached Level or Self Service Counter by public transport ramp access Zone or service to branch machines How you can get to this branch There are regular buses between Loanhead and Dalkeith, via Bonnyrigg, with a journey time of around 25 minutes.

ë Internet Banking ÿ Telephone Banking Register for Internet Banking and manage your accounts Our automated service is available 24/7. If you need to speak 24/7, 365 days a year. It’s simple to register, just go to to us in person our friendly advisers are just a phone call away bankofscotland.co.uk, visit a branch or call us. making it quick, easy and safe to manage your money by phone. With Internet Banking, you can: To register for Telephone Banking go to bankofscotland.co.uk ▶▶Check your balance and review and download statements or call us: 0345 780 1801 – Personal advisers available 7am-11pm everyday. 0345 300 0268 – Business Advisers ▶Transfer money and pay bills ▶ available Monday to Friday 7am-8pm, and Saturday 9am-2pm ▶Apply for a credit card, loan or overdraft ▶ With Telephone Banking, you can: ▶▶Business customers can make up to 25 payments in one batch ▶▶Access all your accounts during the same call with our secure bulk payments service, can grant delegate access to multiple users and set up Online Payment Control ▶▶Check balances, recent transactions and order statements ▶▶Register your mobile for text alerts and requests. ▶▶Transfer money and pay bills ▶▶Apply for a credit card, loan or overdraft é Mobile Banking ▶▶Order cards, PINs, cheque books or paying in books Register for Mobile Banking, and do all your banking basics ▶▶Cancel or hear details of your Direct Debits and amend securely where and when it suits you. Find out more at Standing Orders bankofscotland.co.uk ▶▶Register for Internet Banking and Mobile Banking. With Mobile Banking, you can also sign up for text alerts to let you know when your balance reaches a limit you set. You must be signed up for Internet Banking beforehand. Other local banking services in your community v Post Office® d Cash machines Customers with a debit card can make We’ll be closing the cash machine at the Loanhead branch, but immediate cash deposits, card withdrawals and nearby free-to-use cash machines are listed below: get balance enquiries. ScotMid Loanhead, 79-83 Clerk Street, EH20 9RY, Personal and Business Banking customers can deposit cash and 0.01 miles away cheques using a paying-in slip at any Post Office® nationwide (Personal customer cash deposit limit is £1000). Day Today Express - Mayburn Avenue, 106 Mayburn Avenue, EH20 9HB, 0.26 miles away Deposits made at the Post Office® using a paying-in-slip will take at least one additional day to credit to your account. Sainsburys, Mains, EH20 9PW, 0.66 miles away

Loanhead, 8 The Loan, Loanhead, EH20 9AF To find your most convenient alternative free cash machine you can use the ATM Link Locator: www.link.co.uk/atm-locator To find out more about the services available, your most convenient Post Office® and its opening PayPoint times please visit the Post Office® website: ó www.postoffice.co.uk/branch-banking-services To find your most convenient PayPoint you can use the PayPoint Locator at www.paypoint.com

We’re here to help and support you before and after the branch closes Ì G Ğ Đ If you’re a Personal Speak to one If you’re a Commercial If we can’t resolve customer call us on of our branch Banking customer, your problems. 0345 780 1801. If you’re a colleagues. you can talk to your Contact us using the details Business customer Relationship Manager. available at the end of call us on this document. 0345 300 0268. k Bank of Scotland is part of the Lloyds Banking Group. 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. Ó Details on the statistics in this document

The statistic How we measured this Counters quieter or busier than a year ago Rolling year on year percentage change in counter transactions. Customers using the branch on a regular The number of customers who transacted at the counter or Immediate Deposit monthly basis Machine (IDM) in 11 out of 12 months in a 12-month period. Percentage of customers using this branch The percentage of Personal or Business customers using the named branch compared compared to a typical Bank of Scotland branch to the average number of Personal or Business customers using a typical Bank of Scotland branch. Percentage change in counter transactions Year on year percentage change in Personal or Business customer counter transactions. Percentage change in Self Service Zone or Year on year percentage change in Personal or Business customer Self Service Zone or machine transactions machine transactions. Percentage change in Cash machine Year on year percentage change in Personal or Business customer Cash machine transactions transactions. Percentage of customers who use this branch The proportion of Personal customers who have used this branch and have also used a and other Bank of Scotland branches different branch in the last 12 months. Percentage of customers who use this branch The proportion of Personal customers who have used this branch and have also used and have also used other Bank of Scotland other Bank of Scotland branches and Internet Banking or Telephone Banking in the last branches and Internet Banking or Telephone 6 months. Banking Percentage of customers who use this branch The proportion of Personal customers who have used this branch and have also used and the Post Office® the Post Office® in the last 12 months. Other branches nearby – distances Based on the road distance between the closing and next closest branches. Source: Mapinfo – this software package measures distances between postcodes. Cash machine distances Measured on a straight line basis between the postcode of the closing branch and the postcode of the cash machines. This branch is within walking distance This is based on a walking distance of 0.4 miles or 10 minutes. This branch can be reached by public transport There is a regular bus service between the closing branch and the nearby branch(es).

Please ask a member of staff if you need any additional support. Here to help You can call us on 0345 780 1801, visit bankofscotland.co.uk, @AskBankofScotland or go into any Bank of Scotland branch.

If you need extra help If your vision is impaired – Please contact us for an alternative format such as large print, Braille or audio CD. If your hearing or speech is impaired – You can contact us using the Next Generation Text (NGT) Service or via textphone on 0345 600 9644 (lines are open 24 hours a day, 7 days a week). If you’re Deaf and a BSL user, you can use our SignVideo service at bankofscotland.co.uk/accessibility/signvideo

If you need If you need to make a complaint – You can visit your local branch or call 0800 072 8668 or to tell us 0131 278 3729 (Textphone 0800 389 1286 or 0131 278 36900, if you have a hearing impairment). Find out more at something bankofscotland.co.uk/contactus/complain If your contact details change – Please log on to Internet Banking at bankofscotland.co.uk to edit your telephone numbers, email address and marketing preferences. When you call us – Your call may be monitored or recorded in case we need to check we have carried out your instructions correctly and to help improve our quality of service. Not all telephone banking services are available 24 hours a day, 7 days a week.

Things Cashpoint® and the Post Office® – Cashpoint® is a registered trademark of Lloyds Bank plc. you need The Post Office® and Post Office logo are registered trademarks of the Post Office Ltd. to know Keeping your money protected – Eligible deposits with us are protected by the Financial Services Compensation Scheme. We are also covered by the Financial Ombudsman Service.

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.

This information is correct as of November 2019 and is relevant to Bank of Scotland plc products and services only.