Say hello to a better branch

Designed by you, our customers

In 2014 we embarked on a programme to refurbish our branches. So far, we’ve seen 16 branches get the refurbishment treatment... and there are plenty more lined up for this year!


Providing our customers with a fresh and modern space and plenty of room for those important conversations is very close to our hearts. The designs are based around what you, our customers told us was important to creating a leading customer experience in branch. We have:

  • Improved privacy
  • Created a more professional environment
  • Designed the branch around customer needs so you can quickly get the information you need
  • Created a more relaxed and spacious environment.

The customer research led the design of our first concept branch, which opened in Harrogate in 2013 – and we’ve never looked back.

The branch teams have benefited from the new layout as this has given them more space, better privacy and state of the art equipment to carry out their day to day activities.

Naming our meeting rooms

When we are planning each refurbishment we ask branch customers to suggest names for our new meeting rooms. They have always suggested great names such as local landmarks and local heroes. We now have some customers who always ask to go to the room where they chose the name!

Celebrating the launch

To spread the word about our newly refurbished branches, we have been holding special opening days in the branch. The opening days have been very well received by colleagues and customers alike. There’s plenty of fun to be had on the day with entertainers, free refreshments, balloons, magic, promotional giveaways and competitions. There is also a chance to win an experience day worth £500.

Wakefield Branch Manager, Michelle said of their event "It’s a great way to engage with new customers and give something back to the community".

Lights, camera, action!

Our personal, friendly service is key and we wanted to use the branch colleagues that you know and love in our launch video – have a look and see if there is anyone you recognise.


We’re very proud of the refurbishments so far and we’re looking forward to continuing our investment into our branch network now, and in the future.


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