Councillors dismiss TSB pop-up facility in Thurso as 'pathetic' and 'incredibly disappointing'

The new TSB pop-up facility in Thurso has been branded "pathetic" ahead of the closure of the long-established branch in the town centre.

One local Highland councillor claimed bank chiefs should be ashamed of themselves over the once-a-week service, while another said regulators need to look at forcing institutions to maintain a high street presence.

The pop-up is operating every Tuesday at the North Coast Visitor Centre between 10am and 4.30pm. The move follows the bank's controversial decision to close its Traill Street premises as part of plans to shut 70 branches across the UK.

The pop-up opened for the first time on April 5. TSB later supplied a photo of it which was published in the Caithness Courier on Wednesday and posted online.

The picture shows a foldaway table and two lightweight chairs in a room within the former Caithness Horizons, while alongside there is an information board that states: "How can I help?"

Smaller writing underneath says: "If you need a face-to-face chat about your money, your mobile money confidence expert is here to help."

A further message points out: "We don't keep any cash here."

The Thurso branch is closing next Wednesday.

The case for a rethink was put to bank bosses at an online meeting in February, with local campaigners conceding afterwards that the closure was certain to go ahead. A petition had been launched, and TSB's claims about the reduced number of regular customers had been challenged by the findings of an on-the-spot survey.

Councillor Matthew Reiss said this week after seeing the photo of the pop-up: "The TSB headquarters should be ashamed of themselves if this is really the service on offer to loyal customers in 2022. This is pathetic and makes a mockery of all the grandiose rhetoric and spin we were subjected to in recent meetings.

"The phrase on the pop-up board 'How can I help?' may elicit a short and impolite answer from our constituents... So very disappointing."

Councillor Struan Mackie was equally dismayed.

“It is incredibly disappointing to see the ‘future of banking’ for TSB customers relegated to a table and chairs in a community hall," he said.

“It is a far cry from the full service high street branch and the local team who would assist on any matter of banking.

“When I set up the petition to save the branch and protect this vital banking access for people across the far north, this type of service was exactly what we were fighting against.

“This simply must not be the direction of travel for other banks to follow. Banking regulators must seriously consider forcing institutions to maintain their high street presence in order to be issued with their licence."

TSB says there has been declining branch use and increasing numbers of customers changing to digital banking.

The bank says pop-ups support customers with banking needs such as making payments and getting help with products and services, as well as assistance with bereavements.

TSB regional director Stuart Gray said recently: “Although we’ve seen a significant rise in customers using digital banking, we know accessing banking services remains important to many customers and we’re always looking for innovative and inclusive ways to help them.

"This pop-up service will support our customers in Thurso who still want to access a local face-to-face service.”

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