In a major U-turn after shutting 800 branches across the UK – Barclays has announced they are bringing back in-person experiences and value customer service over chatbots
There’s nothing more frustrating than getting stuck with a chatbot when trying to sort your online banking queries.
That’s why Barclays bosses have announced they are set to open more high-street branches again to give customers that “in person” experience and bring back traditional banking. It’s a huge U-turn for the bank, who shut 800 stores across the UK, as chief executive Vim Maru put a pause on closures of branches.
In a bid to bring back bank managers, Mr Varu, who joined Barclays in 2023 is bringing back stores after towns have been left with no in-person facilities. It comes as digital banks such as Revolut and Monzo become huge competitors in the current account market in the UK.
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Over the past 10 years, thousands of banks have closed high-street branches across the country, including Barclays, leaving just 206 open around the UK.
Varu said he is planning to expand the number of in-person branches, and told The Times many customers “still value physical presence”.
In an interview with the newspaper, he said: “What we’re trying to do is something that allows us to differentiate in front of our customers. Of course we’re going to be great in digital – but we’re going to be there for you when you need some help and support. You’re not going to be stuck in some chatbot trying to get out of the loop and trying to speak to someone.”
This also means he plans to bring back bank managers, and step away from heavy reliance on digital services. “The branch manager or bank manager is back. Most customers come in and they want to talk to the bank manager from time to time.”
In a statement, Mr Maru said: “Even in a digital world, many customers still value physical presence and the ability to talk to our colleagues when they need support. In response to changes to where people work, live and shop over the last few years, we have relocated some of our branches and extended branch opening hours, adding 33,500 hours of in-branch availability per year.
“We are now looking to enhance and invest in our branch footprint alongside our contact centres and app as we continue to meet the changing preferences of our customers.”
It comes after banking group Lloyds closed 71 branches across the UK at the start of the year. The closures are part of a wider retreat from Britain’s high streets, with consumer group Which? revealing 218 bank branches are set to shut across Lloyds, Halifax and Bank of Scotland in 2025 alone, in part due to more customers moving online.
Banks have blamed the wave of closures on changing customer habits, with millions now choosing to manage their money online instead of visiting branches.
A spokesperson for Lloyds Banking Group said more than 21 million customers now rely on mobile and online banking, arguing that fewer people are using physical branches.
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