Branch review University The way people do their banking is changing, with 11 million of our Monday 10:00 – 15:00 Address: customers choosing to services through Internet Banking and Tuesday 10:00 – 15:00 Student Centre nearly six million using our Mobile Banking app. So, while our branches still Wednesday 10:00 – 15:00 4 Bristo Square play a vital role in meeting our customers’ needs, particularly those with Thursday 10:00 – 15:00 Edinburgh more complex requirements or who prefer to meet face-to-face, we must Friday 10:00 – 15:00 continually review our network to make sure we have branches in locations EH8 9AL where customers want and use them the most. Following a careful review of branches in the local area, Edinburgh Edinburgh University branch facilities University branch will close on 4 April 2016. We are closing this branch because customers are using it less often and the lease on the building is due to expire. The nearest branch is Edinburgh Newington and the local 0 2 2 0 ® ® Post Office® is a short distance away, where you can manage your day-to- Cashpoint Cashpoint Talking Immediate ® day banking. This is a summary of our review. machines machines Cashpoint Deposit inside branch outside branch machines Machines

Edinburgh University branch customers Age of personal customers using Edinburgh University branch

< 18 1% Personal Business 18–24 41% Customers Customers 25-34 23% 35-44 12% 45-54 11% 3% 55-64 7% 97% > 65 4%

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

How customers are using this branch Counters at Edinburgh University branch 19% are 19% quieter than a year ago

Personal Customers Business Customers Fewer personal customers use Fewer business customers use 13% Edinburgh University branch than 60% Edinburgh University branch than a typical of branch a typical branch

17% Fewer Counter Transactions 30% Fewer Counter Transactions

n/a Immediate Deposit Machines n/a Immediate Deposit Machines

6% Fewer Cashpoint® Machine Transactions n/a Cashpoint® Machine Transactions

Edinburgh University customers are already banking in other ways

Personal Customers Business Customers only use Edinburgh University only use Edinburgh 9% branch 7% University branch

use Edinburgh University plus other 88% Bank of Scotland branches

use branch, online 85% or telephone banking 23% also use the Post Office® Other branches nearby Other local banking services

Edinburgh Newington Free Cash Machine 51 South Clerk Street Santander Edinburgh University Branch, Edinburgh Potterrow Centre — 0.01 miles away EH8 9PP Clydesdale Bank, 29 Nicolson Square — 0.1 miles away 0.69 miles Premier, 24 Forrest Road — 0.1 miles away

Transport Paypoint Walking distance to Royal Mile and numerous bus options to nearby alternative branches. Edinburgh University, 5 – 3 Bristo Square Other nearby: RBS Edinburgh Royal Mile Clydesdale 300 Lawnmarket Santander 0.46 miles TSB

Edinburgh Tollcross Princes Exchange, 3 Earl Grey Street ® 0.81 miles Post Office Personal customers can withdraw money or check their Edinburgh George Street balance at any Post Office® branch. 75 George Street Address: 1.12 miles 33 Forrest Road, Edinburgh, EH1 2QP. Distance from Edinburgh University branch 0.2 miles Post Office® opening hours: Monday 08:30 – 18:00 Friday 08:30 – 18:00 Tuesday 08:30 – 18:00 Saturday 09:00 – 17:30 Wednesday 08:30 – 18:00 Thursday 08:30 – 18:00

All measurements are based on postcodes.

All data collated and validated as at 30 September 2015.

Other ways for customers to do their everyday banking

Personal Customers Business Customers

bankofscotland.co.uk Cash & 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 on-line services services will be available from multiple suppliers.

Cashpoint® is a registered trademark of 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. The Access to Banking Protocol

Contacting customers and members of the local community Bank of Scotland is committed to the industry wide Access to Banking Protocol introduced by the British Bankers’ Association in May 2015. Before we made the decision to close the Edinburgh University branch we carried out a thorough review to assess the impact of the closure on customers and the wider community. This took into account a range of factors, as outlined on pages one and two. After we advised colleagues in the branch we wrote to customers of the branch to let them know about the change. We give all our customers 12 weeks’ notice so that they have time to consider their options. We also displayed a poster in branch and talked to customers using the branch about other ways to do their banking, including Telephone, Mobile and Internet Banking. We also made customers aware of branches and free ATMs nearby. In addition, we contacted key members of the local community to fully understand what the impact of the closure of Edinburgh University branch would have on our customers and the wider community. We also let them know about other ways customers can bank locally.

This is the outcome of our engagement with the community:

Who we contacted • Tommy Sheppherd MP for Edinburgh East • Marco Biagi Constituency MSP for Edinburgh Central • Regional MSPs for Lothian - Cameron Buchanan, Sarah Boyack, Gavin Brown, Kezia Dugdale, Neil Findlay and Alison Johnstone • Representative of Edinburgh City Council •  Federation of Small Businesses • C itizens Advice Bureau

Feedback received • No objections received by bank representatives.

Action taken to • We have actively offered customers, including vulnerable customers, support ensure a smooth with the use of alternative ways to bank and explained all other ways to transition bank locally. •  We have proactively contacted the most frequent business, charity, club and society accounts to discuss the options available and all alternative ways to bank. •  We have contacted the local Post Office® to advise of our branch closure so they can plan for any change in customer demand.

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 Edinburgh University branch on 4 April 2016. 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 Edinburgh Newington and Edinburgh Royal Mile branches.

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