Changes to branch services in the Isle of Man
We have written to our Isle of Man customers to confirm that we will be undertaking a major refurbishment of our offices and branch in Douglas, which will see a new banking hall and exciting new office spaces for our staff once the work is finished.
The Isle of Man branch will close for refurbishment on 22 July 2022 and is scheduled to re-open in March 2023. The multi-million pound renovation will also see colleagues relocate to temporary office space during the building programme.
Customers can be reassured they will receive full support during the refurbishment works and branch staff will continue to be available to help customers during the closure period.
Whilst our Douglas Branch is being refurbished, customers can continue banking with us in the following ways.
|
Transaction type |
Telephone |
Online |
Post |
Non-Santander cash machine |
|
Cheque deposit |
|
|
✔ |
|
|
Payment instructions |
✔ |
✔ |
✔ |
|
|
Balance enquiries |
✔ |
✔ |
✔ |
|
|
Statements / recent transactions |
✔ |
✔ |
✔ |
|
|
Account changes |
✔ |
|
✔ |
|
|
Take out cash |
|
|
|
✔ |
As part of the design process, a comprehensive review of the way customers have been using the Douglas branch services was also undertaken. The analysis identified that customers are using the cash services offered at the branch counter much less, and whilst this change has been gradually happening over a number of years, the trend has accelerated in recent times.
|
Total number of cash transactions
|
↓ 32% |
Between January 2019 and December 2021, the number of cash transactions at the Douglas branch counter declined by 32% |
|
Number of customers using cash counter services |
↓ 30% |
Between January 2019 and December 2021, the total number of customers using the Douglas branch counter for cash transactions declined by 30% |
|
Number of customers regularly using cash counter services |
↓ 28% |
Between January 2019 and December 2021, the number of customers regularly using the Douglas branch counter for cash transactions declined by 28% (We defined regular use as where a customer had used the counter for cash transactions one or more times in a month) |
|
Percentage of customers who used cash counter services |
0.36% |
Between January 2019 and December 2021, the number of customers who used cash counter services, as a percentage of our Isle of Man resident customer base, averaged at 0.36% |
When the Douglas branch re-opens in 2023, branch services will include cheque deposits and other payment services, as well as general accounts services and appointments and mortgage appointments. Counter services for cash deposits and withdrawals won’t return but we will still offer ATM cash machine services.
During the refurbishment our ATM cash machine will be unavailable but alternative non-Santander cash machines can be used for cash withdrawals; locations of which can be identified via link.co.uk/consumers/locator.
Our Isle of Man postal address during refurbishment will stay the same, i.e., PO Box 123, 19-21 Prospect Hill, Douglas, Isle of Man IM99 1ZZ.
If you have any queries about these changes, please contact us.