Citizens Advice responds to independent review of the ‘Access to Banking Protocol’

The Post Office can play a vital role in helping customers affected by bank closures, says Citizens Advice, as it responds independent review of the ‘Access to banking protocol’ published today by Professor Russel Griggs.

The review sets out a number of recommendations for how banks can better engage with customers affected by local branch closures.

Citizens Advice Chief Executive, Gillian Guy, said:

“Bank branches closing can have a big impact on local communities.

“Being able to access banking services in different ways - including over the phone and via apps - can make it easier for people to manage their finances.  But it is important to remember that there are still many people, particularly small businesses and those who don’t have access to the internet, who rely on face to face banking services to manage their finances.

“Customers need to know as soon as possible what to do if their local bank branch is going to close.  The measures recommended in this review, including specially trained bank staff to help affected customers, will mean people are better informed about how bank closures will affect them.

“We also welcome proposals for banks to work more closely with the Post Office - so that customers know about the range of banking services it offers. The Post Office network is well placed to support communities affected by branch closures, and could develop its range of banking services to meet consumer needs.”


Notes to editors

  1. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website .

  2. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.

  3. To get advice online or find your local Citizens Advice in England and Wales, visit

  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.

  5. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication  Advice trends .

  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.