Europe’s banking shift leaves UK customers struggling for access, study shows

By Puja Sharma

Brits hardest hit in Europe by bank branch closures, as government launches review

• One in five UK consumers say bank branch closures are making it harder to access financial services, the highest proportion in Europe
• Less than two-thirds of UK consumers say they can now speak to a real person when applying for financial products, the lowest figure across the continent
• Nearly half of millennials say digital banking has improved access to services, compared with just under a third of baby boomers
• Findings come as the government launches an independent review into the impact of branch closures across the UK

One in five (20%) UK consumers say bank branch closures are making it harder to access the financial services they need. New Europe-wide research from CRIF, a global leader in credit information, analytics and solutions, finds that UK consumers are among the most affected by declining in-person banking access in Europe.

The findings come as the government launches an independent Access to Banking Review to examine the real-world impact of branch closures and consider whether further intervention is needed to protect access to services.

According to Which, 6,719 bank and building society branches have closed across the UK since 2015, impacting how millions of consumers interact with their bank. Only consumers in Ireland (20%) are as likely to say they have been impacted by branch closures, with figures lower in countries like Poland (12%) and Germany (16%).

The impact is not limited to branch access. CRIF’s research also finds that just 60% of UK consumers say they can speak to a real person when applying for financial products – the lowest figure across Europe, compared with a European average of 69% and 79% in Poland. Notably, 16% of UK consumers actively disagree that they can access a human at all, again the highest proportion in Europe.

The findings also highlight a widening generational divide in how consumers experience financial services. While 46% of millennials say digital technology has made it easier to access banking services, this falls to just 30% among baby boomers, highlighting the challenge UK banks face in meeting increasingly divergent customer needs.

The research comes at a time of mounting financial pressure for many UK households. Nearly two in five (39%) of consumers expect to have less money left at the end of each month over the next year, while 55% plan to cut spending.

Sara Costantini, Regional Director for the UK & Ireland at CRIF, said: “The government’s new review reflects a growing issue that our research underlines: bank branch closures are leaving more consumers struggling to access the support they need, and the UK is feeling this more sharply than elsewhere in Europe.

“Advances in digital banking have delivered significant benefits, but those benefits are not being felt equally. While younger generations may be more comfortable using digital services, many older or financially vulnerable customers still value being able to speak to a person, including face-to-face, when they need help.

“At a time when financial pressures remain high, balancing digital innovation with access to human support is vital if we’re to help all consumers manage their finances and build resilience. We welcome the review and hope it leads to meaningful long-term action.”

The findings form part of CRIF’s upcoming 2026 Banking on Banks report series. The first report, to be published in June, will look at the biggest financial pressures currently facing European consumers and businesses.