The FCA have recently updated their guidance on “Branch and ATM closures or conversions” (

The new guidance includes provisions which recommend engagement with consumers and stakeholders prior to the closure of branches.

Before any proposals are finalised, customer impact assessments must be made and this should include stakeholder feedback. In addition to customers, the guidance also mandates consideration of other groups such as groups that help customers in vulnerable circumstances, consumer groups, local councils, charities and local MPs.

There is also a requirement to give clear, accurate and fair information which meets the information needs of the customers which includes providing details of how stakeholders can engage with the provider throughout the closure process.

We welcome this move and think that more regulators should require public interest entities to take account of public views for the sake of responsible decision-making.