A woman from Cornwall has called upon a prominent banking institution to reconsider its approach to rural communities after facing difficulties depositing a £900 cheque from HM Revenue and Customs (HMRC).
Annabel Yates, a resident of Crackington Haven, encountered a series of obstacles that highlighted the challenges faced by those living in less accessible areas. Yates was unable to deposit her cheque online due to its lack of perforated edges, which prevented it from being scanned.
Seeking a solution, she visited her local post office, only to discover that Lloyds Banking Group customers were no longer permitted to deposit cheques via the Post Office, a service discontinued in January. This left Yates with no choice but to undertake a 94-mile (150 km) journey to Truro to access a physical bank branch.
In response to Yates’s predicament, Lloyds Banking Group stated that customers can deposit cheques through its mobile app, visit any branch, or use a freepost deposit service. However, Yates questioned the practicality of these options, particularly the freepost service, as she felt uneasy sending a substantial sum through the post without assurance of its safe arrival. She said, "In the past, Lloyds’ ethos was to make banking easy. I believe this represents a reversal of that principle."
Yates further expressed frustration, arguing that the bank’s reliance on digital solutions overlooks the realities of rural living. "The assumption that everything can be accomplished via an app is misguided. This is very backwards thinking," she said. She urged Lloyds to reconsider policies she believes disadvantage rural customers with limited access to banking facilities.
Joanna Bickersteth, postmistress at Marshgate Post Office near Boscastle, echoed Yates’s concerns, noting that many customers were frustrated by the loss of cheque deposit services at the Post Office. She said cheques remain widely used and the change has reduced options for residents.
Lloyds Banking Group defended its position, citing a long-term decline in cheque usage, with cheques accounting for just 0.1% of UK payments in 2024. The bank said customers can use its app, visit Lloyds, Halifax, or Bank of Scotland branches, or contact it about its free-post cheque service.
An HMRC spokesperson added that most customers can now request refunds via bank transfer using personal tax accounts or the HMRC app.
Comments
0 comment