Lloyds Banking Group has revealed plans to allow customers of Lloyds, Halifax and Bank of Scotland to access services at any branch across the three brands to better reflect its digital offering.
Customers will have the option to use branches of any brand for their in-person banking later this year regardless of their primary account provider.
This move is aimed at providing customers with greater choice and flexibility and marks a shift in the group’s branch network strategy.
This change is expected to complement the group’s existing digital offering, including mobile apps, online messaging and telephone services.
Across the Group, more than 22 million customers are using online banking and over 20 million are actively using mobile banking via its apps.
These changes will give customers access to more branches for face-to-face banking and make the groups in person and online services cohesive.
A spokesperson for Lloyds Banking Group told Financial Promoter: “We’re always looking for ways to make banking easier and more flexible for our customers so, from later this year, we’ll offer customers of Lloyds, Halifax and Bank of Scotland the option to use branches of any brand for their in-person banking, alongside our apps, mobile messaging, and telephone services.”
This change comes after the bank announced its biggest ever multi-channel marketing campaign in October last year.
Following the completion of a strategic brand review, ‘the power to do it all’ campaign was focused on Lloyds revamped banking app which took a customer experience-led approach to its products and services.
For some time, the banks staff had already been helping customers of all brands through its telephone services and the move is intended to extend the flexibility, convenience and choice it offers.
This move makes up a significant part of the group’s strategy which includes a 4 billion pounds tech investment part of which will go towards further investment in its branch-based systems.
There is no engagement between Lloyds Banking Group and BTU, they are not an official union.