A woman had to travel nearly 100 miles to cash a cheque. Annabel Yates, residing in Cornwall, received a £900 cheque from HM Revenue and Customs (HMRC) but faced issues depositing it online due to the lack of perforated edges preventing scanning.
Due to Lloyds Banking Group discontinuing cheque deposits at the Post Office in January, Yates was compelled to journey to Truro, a nearly 100-mile round trip, to visit a branch. She criticized Lloyds, stating that their policy disadvantaged rural residents and emphasized the limitations of relying solely on mobile apps for banking transactions.
Yates declined the freepost option for sending the cheque, expressing concerns about the security of mailing a large sum. She noted a shift in Lloyds’ approach from making banking convenient to creating obstacles for customers.
This incident highlights the ongoing closure of bank branches across the country, with advocates arguing that online banking does not cater to individuals who prefer face-to-face interactions or lack access to digital platforms. Lloyds Banking Group defended its decision, mentioning alternative cheque deposit methods through their app, branch visits, or the freepost service.
HMRC suggested that most customers opt for bank transfers through personal tax accounts or the HMRC app for refunds, emphasizing the increasing use of digital payment channels. In response to the growing concerns, the Treasury initiated a review led by Richard Lloyd to assess access to in-person banking services and propose necessary actions.
Various stakeholders, including Lucy Rigby from the Treasury, Rocio Concha from Which?, and Caroline Abrahams from Age UK, expressed support for the review, highlighting the importance of maintaining face-to-face banking services for communities and addressing the challenges faced by individuals, especially older adults, due to branch closures.
