Research finds that branches are the place to go for money talks
In a world where more services are moving online and bank branches are closing, we wanted to understand how people are talking about money – who they talk to, and where they turn to for support.
It turns out branches still play a key role. People value the human connection they offer, especially when they need financial reassurance, guidance, and support.
A trusted place
Over 6,300 bank branches have closed across the UK in the last 10 years, reducing access to local financial services in many communities.
For those all-important conversations about money, a huge 61% of people say they trust their branch as the place to go.
61%
Top five reasons for visiting a branch
Aside from cash services, people say they visit their branch to get face-to-face financial advice and guidance, from someone they know and trust.
- 22% prefer receiving guidance face-to-face
- 21% trust someone more when they can talk in person
- 19% like a nearby location
- 18% prefer a friendly, personalised service
- 18% like access to expert financial advice
Brenda met with her Newcastle Financial Adviser, Tom, to plan for her upcoming retirement.
“I’m a bit over‑cautious and very aware of scammers. I wanted my advice from somewhere legitimate. Tom really helped me out, gave me lots of helpful advice and consolidated my pension so that I could retire in January 2025, which is what I did. It’s very reassuring that Tom is always there, whether that’s face‑to‑face, at the end of a phone or over email.”
Newcastle Building Society introduces to Newcastle Financial Advisers Limited for advice on investments, pensions, life and protection insurance, and inheritance tax planning. Aspects of inheritance tax planning are not regulated by the Prudential Regulation Authority nor the Financial Conduct Authority. Newcastle Financial Advisers is a trade name of Newcastle Financial Advisers Limited which is an appointed representative of The Openwork Partnership a trading style of Openwork Limited which is authorised and regulated by the Financial Conduct Authority.
Approved by The Openwork Partnership on 18/09/2025.
Do you feel optimistic?
Across all age groups, the research found most people feel more optimistic than pessimistic about their financial future. But one age group feels differently.
People aged 45-54, feel more pessimistic about their finances. They stand out as the only age group who are:
Less likely to talk to anyone about their money
20%
Struggling to save
16%
More than half (56%) of this age group trust their local branch as the place to go to have open conversations about their money. But with increasing branch closures, they are at risk of losing vital face-to-face support, during some of their most financially demanding years.
How people aged 45-54 are feeling?
Feel pessimistic about their financial future
38%
Trust their branch when it comes to money talks
56%
Committed to our communities
We’re committed to maintaining access to face-to-face financial services. Our members regularly tell us they want the option of visiting a branch, alongside our online and digital channels. That’s why we’re continuing to grow and invest in our branch network – bucking the trend of branch closures.
In recent years, we’ve opened branches in new locations by sharing spaces with well-used community services, like YMCA North Tyneside in North Shields. In Pickering, we helped restore access to financial services after the last bank in town left.
This strategy has seen our savings balances in branch outperform the market average – growing at a rate of more than double the whole of the market average. Our branch footfall has also increased by 2.4% in the first half of 2025, compared to the first half of 2024.
Monument
We opened the doors to our new home at Monument this summer. It’s our biggest, single branch investment and a huge commitment to our home city – putting accessible financial services right in the heart of Newcastle.
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Research conducted by Opinion Matters for Newcastle Building Society among a sample of 2,749 nationally-representative UK adults from 04.06.25 - 09.06.25. Opinion Matters abides by and employs members of the Market Research Society and follows the MRS code of conduct and ESOMAR principles.