Financial Guidance and Claims Bill [HL] — House of Lords, 2017-10-24
Topic: Domestic Commerce
Alan Brooke (Crossbench, Unknown): My Lords, could I just look at one other aspect of vulnerability? It is looked on as being a disability of some kind, but vulnerability is also down to isolation, where one might live and being on the periphery. Look at banking in particular—the most basic place that somebody goes or would like to go for financial advice or help at first if they live out in the country. Look at the number of banks that are closing branches left, right and centre. Of course it is business, but we have to realise what is really going on there. They say that they have consulted and we had various banks, without naming them, which came in front of our committee and said, "We consulted before we closed". But we did not find one instance where a bank had changed its mind because it had consulted. It is as simple as that. We have to look at it on those terms Actually, we had Nationwide. I must forgive it for a minute, because I rather liked it. Nationwide said, "We are opening some branches"—and it is being novel about it. It could be opening a branch with one man, who will sit in what could be an office or a caravan. He could be visiting a village or whatever. When the customer says to somebody he probably knows, "Bill, listen. What can you do? I need a loan or a mortgage", he says, "Hold on", and presses a button. Up comes Peter from the loans office who says, "Just sit down and we’ll have a chat about this". He says, "Would you like some coffee?" and the guy says, "Yes please"—because he likes getting anything free that he can. He presses a button and the coffee arrives from next door. The whole thing is very homely. He says, "When I have this loan, what about a mortgage?". He says, "I’ll bring in Charles on that and the three of us can talk about how it will work" Ultimately that is no different from what always used to happen—you went into your bank to the man you knew and he then took you into an office to see somebody else—but this is novel thinking. Banks will always worry about their business, but they should not necessarily be closing branches and we have to encourage them to be novel. The internet is there and the banks must watch out. I heard a comment the other day or saw it in the Financial Times. It was something about banks becoming vulnerable, because people might not keep their money there. The sooner the banks catch on to what is going on and come up with novel ideas, the sooner the vulnerable will not be as vulnerable as they appear at the moment I live on the border with the Republic, and we will talk about Brexit another time. The banks have literally all come back from the border. Societies in those villages are increasingly vulnerable. They are beginning to be scared. They have to drive 20 miles, so they had better have something good to talk to the bank about. They had better know exactly what they are doing before they go. A lot of them may be older people without the internet. Something like the Nationwide’s idea is the way we should be going. We must treat vulnerability not only as those who may be medically vulnerable but as vulnerable members of our society.