Branch review Glasgow Duke Street branch facilities Following a careful review of branches in the local area Monday 09.15am – 4.45pm Address: Glasgow Duke Street branch will close on 14 August 2015. Tuesday 09.15am – 4.45pm 575 Duke Street Wednesday 09.15am – 4.45pm There are a number of branches in the local area. This branch Dennistoun Thursday 09.15am – 4.45pm has been selected for closure because customers are using it Glasgow Friday 09.15am – 4.45pm G31 1PT less often. It’s a short distance from the nearby branch at The (lunch hour 12.30pm to 1.30pm) Forge where the team will be happy to help customers with their banking. This is a summary of our review. 0 1 0 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. Glasgow Duke Street branch customers Age of personal customers using Glasgow Duke Street branch < 18 2% Personal Business 18–24 10% Customers Customers 25 to 34 24% 35 to 44 19% 45 to 54 19% 6% 55 to 64 14% 94% > 65 12% Figures have been rounded up or down to show as whole numbers How customers are using this branch Counters at Glasgow, Of customers 4% Duke Street branch 7%used the Glasgow are 4% quieter than a year ago Duke Street branch counter more than 10 times in the last year Personal Customers Business Customers Less personal customers use Less business customers use 14% Glasgow Duke Street branch than 29% Glasgow Duke Street branch than a typical Bank of Scotland branch a typical Bank of Scotland branch 7% n/a 5% 38% n/a n/a Less Counter Immediate Less Cashpoint® More Counter Immediate Cashpoint® Transactions Deposit Machines Machine Transactions Transactions Deposit Machines Machines Glasgow Duke Street branch customers are already banking in other ways Personal Customers Business Customers only use Glasgow only use Glasgow 6% Duke Street branch 5% Duke Street branch use Glasgow Duke Street plus other 93% Bank of Scotland branches use branch, online 60% or telephone banking 21% also use the Post Office® 1 Other branches which are within 2 miles Other local banking services Glasgow The Forge, Free Cash Machine 1195 Duke Street Clydesdale Bank, 0.9 miles 446 Duke Street — 0.02 miles Bus Train Paypoint Every 10 minutes n/a Costcutter, 450 Duke Street to the Forge Other banks nearby: RBS Santander Glasgow Riddrie TSB 182 Smithycroft Road 1.5 miles Glasgow Sauchiehall Street Post Office® 54 Sauchiehall Street Personal customers can withdraw money or check 1.7 miles their balance. Glasgow Central Station Address: Grosvenor Centre 1 Annfield Place, Duke Street, G31 2XT 1.7 miles Distance from Glasgow Duke Street branch 0.3 miles Post Office® opening hours: Monday 09.00am – 5.30pm Tuesday 09.30am – 5.30pm Wednesday 09.00am – 5.30pm Thursday 09.00am – 5.30pm Friday 09.00am – 5.30pm Saturday 09.00am – 12.30pm 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 Glasgow Duke Street 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 Glasgow Duke Street 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 Glasgow Duke Street 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 – Anne McLaughlin • Constituency MSP – Paul Martin • Regional MSPs - Ruth Davidson; Bob Doris; Patrick Harvie; Hanzala Malik; Anne McTaggart; Drew Smith; Humza Yousaf • Representative of Dennistoun City council • Federation of Small Businesses • Citizens Advice Bureau • Chamber of Commerce • Concern raised by one local community member about the closure Feedback received of the branch Action taken to • Reponse given, outlining reason behind our decision and the ensure a smooth alternative ways of banking in the local area transition • Glasgow Duke Street staff spent time with customers to explain the many other ways to do their banking, including telephone and online banking. They also made customers aware of other branches nearby • We informed the local Post Office® of the change to Glasgow Duke Street 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 Glasgow Duke Street 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 branches at The Forge and Riddrie. Local engagement summary as at 20 July 2015 3.