About FVRA - Online public complaints on the closure of the Valley's local HSBC branch

The closure of our local HSBC Branch in King's Parade.

The Findon Valley Residents' Association is a charity registered in England and Wales: 267009

Online complaints about the closure of Findon Valley HSBC Branch in King's Parade

From Sue Smith, Findon Valley 17/8/2010

Please keep it open as it is very handy for the cash point as it is the only close cash point around. Thanks.

From Esther Hawkins, Findon Valley 12/8/2010

There are such a lot of retired folk living in the area and to close the bank and remove the cash machine is a disgrace. I can drive and take the bus but the inconvenience of having to do this in order to obtain money from a cash machine (all in the name of trying to make more money) is beyond belief. For once, think of human beings and not what's best for the banks, which overall are making big money from us mortals.

From Verity Cullingford, Findon Valley 6/8/2010

My letter sent 4/8/2010:

Dear Ms Twigg,

With reference to the planned closure of our branch of HSBC, I would like to inform you that we participated in a protest walk from the Findon Valley branch to the Broadwater branch today, 4th Aug.

I feel very strongly that you should be made aware of what you will be doing to the many members of the community who do not have access to their own transport.
It took us 45 minutes to walk from Findon Valley to Broadwater, and that was with a Police Escort to enable us to safely and quickly cross the roads.
Some members of the protest who felt unable to manage the walk wanted to meet us at Broadwater and arrive by car, but unfortunately because they were unable to park, they missed the whole event!
It cost me £4.35 for myself and my son to return to Findon Valley on the bus. I paid in at the Findon Valley branch a cheque for £10.00. £5.65 will be all I collect.

I for one will not do that again in the future, if the closure goes ahead.
I shall be closing all 3 HSBC accounts and opening Post Office accounts so as to continue to support a local business, as I have done with you up until now.

The figures collated by the FVRA have clearly outweighed the figures issued by HSBC as to the quantity of people using the banks facilities.
My family are not included in your statistics, even though we have 3 accounts with you, 2 of which were opened within the Findon Valley branch, because we were issued with Broadwater sort codes!
Please re-look at your figures of the account holders who live within the Valley, not just at the sort code, and this would give you a fare and just figure.

These accurate figures should now be released in a statement by yourselves.

The fact that we are fighting so hard to get you to stay within the Valley must prove to you that you are a valued member of our community. We do not want to see you go.

It would be a great shame if you did not live up to your promise of being the Worlds Local Bank. (Or is that every locality except Findon Valley).

My final statement to you is simple.

7 billion pounds profit in the last 6 months.......

I would very much appreciate NOT getting the formatted letter by return that has been issued to a large number of people corresponding with you, and would hope that you feel it appropriate to respond to me about my concerns directly.

Yours sincerely
Mrs Verity Cullingford
Findon Valley

Received a standard email response from HSBC on 6/8/2010

My reply to Ms Twigg on 6/8/2010:

Dear Ms Twigg,

I am very disappointed to have received an almost identical letter as that reeled out to everyone else at the moment. The only differences seeming to be the suggestion of an incorrectly made statement in the press.

Incorrectly stated by you or incorrectly reported by the press may I ask?

May I also ask if the Broadwater branch was considered as being the one to close, and their custom directed our way so as to keep the Findon Valley branch open? If not why not?

Why on earth would a firm that earned 7 billion pounds profit in the last 6 months need to "approach the UK Government for taxpayer support"? Surely some of that profit should be channelled back into the sub-branches? Seems to me you are looking out for the benefit of your shareholders far more than your customers.

May I be so bold as to point out it is your customers.....of which Findon Valley residents must be eluded....that aided your 7 billion pound profit.

May I also ask how you think you are going to assist me, and the community, at this time? You can re-iterate it all you like but an explanation as to how you are actually going to do it would be far more appreciated. As it stands at the moment, the only help HSBC will be to me in the future is to stay in Findon Valley.

If you go, then I'm afraid, so do we.

From Philip Rodda, High Salvington 6/8/2010

I have been a customer of Midland/HSBC for 55 years and have always had good service but this decision is the last straw. The whole parade will suffer from this closure and if it goes ahead I will move my accounts to another bank. I will do this very reluctantly.

From David Mahoney, Findon Valley 5/8/2010

I have written to the Chief Executive of HSBC at London as follows:

I should like the following complaint from a very irate customer to be given in person to the Chief Executive of HSBC as urgent.
The HSBC branch at Kings Parade Findon Valley Worthing (40/47/22) is to be closed in early September. This is the last Bank within 2miles + of this location and 3 miles + from Findon Village. This area contains many aged (and electric buggy users) persons.
HSBC did not consult with its customers (OR LOCAL STAFF) about the implications of the proposed closure for customers. At Broadwater the already impossible parking availability is now the subject of newly instituted parking charges to alleviate the problem! There is a very large petition compiled protesting about this management decision.
Research by the protest group has discovered that the data used by the management level which made this decision is WHOLLY INCORRECT and needs an immediate review (4 weeks to go).
To add to the fury of customers a printed notice appeared in the branch window "apologising for the inconvenience to customers" and then yesterday you proudly announced a near 100% increase in profits. What a gaff! As a reasonably large private customer I ask whose needs are you serving. The old Tesco and M&S maxims about getting your product on display no longer will apply to HSBC. Here the rumour is that the senior officer who authorised the closure has done so to ensure that he/she gets a fat bonus for decreasing service to your customers.
Worthing never did accept ridiculous change without protest and a public demonstration (more bad publicity for HSBC) is imminent with I am told media involvement. Have you been told? Why wasn't proper customer consultation held? What is most important to you -customer service at a local level or a cheap profit gained from incorrect data? When I was in business I would have sacked one of my officers making a decision on clearly inaccurate data.
I trust that you will not delegate your reply to a junior subordinate but will reply personally and demand an immediate 5 days review of the decision

The interim reply was:
Service Feedback (Ref: 1280879751)

Thank you for your recent Secure E- Message.

I apologise for the inconvenience caused.

Our dedicated customer resolutions team is looking into the matters you have raised and will contact you with a full response as soon as they have completed their investigations.

Should you need to contact us further on this matter in the meantime, please contact our 24 hour Premier Telephone Service on the below number quoting your enquiry reference number.

The enquiry reference number for your complaint is 1280879751.

24 hour helpline 08457 70 70 70, +44 1226 260 260 (if calling from overseas)

Yours sincerely
Azlina Saadin

The response from the Crawley regional office to your protests reads pathetically ...almost verbatim from any management reference book giving a "say nothing in detail" response excusing unsustainable action. Positive management would have listed each of the factors considered in the decision making matrix and declared the score on a scale of 1-10 for each factor. Sometimes one needs to look through the other end of the telescope....was consideration given to closing the Broadwater Branch (close to town and with several other banks around) and passing their customers to Findon Valley. My guess is such lateral but wholly logical reasoning is not on the horizon!

From Verity Cullingford, Findon Valley 4/8/2010

My son and I have just taken part in the protest walk from HSBC Findon Valley to HSBC Broadwater. It was a very interesting experience to discover first hand how the bank will be expecting those in our community without their own transport to cope. They will either have to take a 50 minute walk there (and we had a police escort to aid crossing all the roads!), or take a trip on the bus. I discovered the cost to get myself and a child on a bus, ONE WAY home again was £4.35! A hefty price to pay if you want to pay in a £10 cheque.... HSBC, what are you thinking, taking away this valued part of the community, especially when you have made a 7 billion pound profit this last 6 months?
The figures from the FVRA count on usage of the services have proved to be far higher than those quoted by the bank. Come on HSBC. Do as you promise and stay as the Worlds LOCAL Bank.

From Elaine McDonnell. Findon Valley 2/8/2010

Please do not close the last remaining bank in Findon Valley. It provides an essential service to our community.

From Jane Cockain, Findon Valley 2/8/2010

I am very disappointed to learn that our local branch is closing. We as a company have used this branch for over 25 years and have been approached by other banks offering free banking which we always turned down because of the very friendly and efficient staff and of course the close proximity. Unfortunately, if this branch does close we shall look elsewhere for our banking needs and not with HSBC.

From Mrs P Baker, Worthing 30/7/2010

I regularly use the ATM at the above HSBC branch to withdraw cash and pay in cheques for my elderly mother who has no transport. This facility would be greatly missed as anyone who visits Broadwater knows the nightmare of trying to find a parking space not to mention the extra cost of petrol. I am not a customer of HSBC myself but I hope this comment will help.

From Dean Cronshaw, Findon Valley 29/7/2010

No need to worry about the loss of the cash point, there is another one 500 metres along at the Jet fuel station, and Tesco will have one installed the moment the bank closes.

Debit cards remove much of the need for cash, and cheques can be paid in through any HSBC cash point, as can notes.

The bank will not keep a branch open just to facilitate the paying in of change by a few local business people.

Time to move with the times!

From Sharon Liley, High Salvington 29/7/2010

Please do not close the FV HSBC. It has easy access and is my nearest bank.

From Christine and George Gibbs, Findon Valley 28/7/2010

The parking facilities in Broadwater are almost non existent, especially near to the HSBC bank. It would be far worse in Worthing with the exorbitant price charged for even a short stay. What are the older residents supposed to do if they don't drive, get on a bus I suppose and perhaps get mugged on the way home, or rely on friends and family to help out. It shouldn't matter if only eight people an hour use the facilities in the Valley, after all it is classed as a semi rural community isn't it? You might expect to have fifty people an hour in a large town, but not here. Please re-think your decision as the residents of Findon Valley, Findon Village and High Salvington both young and old deserve the loyalty that they have shown HSBC to be reciprocated.

From Roger Mitchell, High Salvington 28/7/2010

The closure of the Findon Road branch will mean either having to make a journey to Broadwater, which is very difficult from High Salvington, or down to the town centre. At this time I can walk to Findon but it will now mean I shall have to either drive or catch a bus. HSBC promote the 'GO GREEN' by not having paper statements etc. this action will create the equivalent of thousands of pieces of paper not to mention the inconvenience to its customers. As an HSBC customer of over fifty years if this closure takes place I may well have to look for alternative arrangements.

From Susan Davies, Worthing 27/7/2010

I use the cash point on a regular basis while visiting shops in the parade and also use the branch to pay in cheques. I remember that when Lloyds bank pulled out of the valley HSBC said they were there to stay and would be the local bank. Shame on them for going back on their word.

From Hazel Bray, Findon Valley 22/7/2010

I often use the cash point machine at the bank. It's convenient and saves having to go into the Post Office which can be dire at times.

From Juliet Pratt, Findon Valley 22/7/2010

I reiterate all of the chairman's comments. Given the CORRECT number of people who use the bank and the cash machine, HSBC are not justified in closing this branch.

From M C Taylor, Findon Valley 22/7/2010

We were pleased when we moved here in 2009 to see an HSBC bank on the Parade- even if open only part-time. As HSBC customers we find it helpful to have a branch of HSBC within reach. We also believe that the other businesses may suffer because of the branch closure and we need more, not fewer shops.

From John Martin, Findon Valley 22/7/2010

The staff are friendly and helpful. The cash point is very handy to home, it's all within walking distance. The nearest other branch is a car journey away.

From Sheila Barnes, Findon Valley 21/7/2010

I think it should be pointed out to the Bank that in an area such as this not everyone has the facility for online banking nor the physical ability to travel to the next nearest branch. The cash machine at this location is also heavily used not only by residents but also passing traffic, this loss will be felt by many, whether HSBC customers or indeed customers of other banks, for which HSBC have reciprocal arrangements. Our voices MUST be heard.

From Iona Harte, Findon Valley 21/7/2010

You must not close the HSBC bank in Kings Parade, Findon Valley. It is the only ATM in the area and would be a major loss to the high number of pensioners who live in the valley and I believe it would also be detrimental to the local business' also in the Valley. People from High Salvington also use the bank and I myself have been in many times. Please do not close this branch as it would threaten the livelihood of many.

From Christine Scott, Findon 20/7/2010

The HSBC bank is so handy - it means you don't have to travel into town to pay bills, get money etc.

From Jane Sparkes, Worthing 20/7/2010

This is a busy bank with no competition nearby, so why close it? Many elderly people & businesses in the local area rely on this bank. I thought that HSBC were different, not closing lots of branches like Barclays & having a few extremely busy branches. You should promote the uniqueness of its location, not close it down. HSBC made good profits last year, so it cannot be cost savings, so why close the branch?

From Andrew Suwalsky, Findon Valley 20/7/2010

Banks should have a broader view on benefits rather than just cash coming through: the impact on the local community for example. This is discriminating against old people who have not got transport or the new young earners without cars. My son who has just got his apprenticeship and is happy spending his money on the parade and gets cash from the cash point.

From Martin Carney, Findon Valley 19/7/2010

When I moved here 17 years ago, we had at least four banks and 3 building societies all of which have now gone, apart from HSBC. I first stopped at the parade because of the HSBC (Midland) bank, as I was looking to move, this made me look round the area, and eventually settle in the valley. During these years I have used the bank at least once a week, now I am becoming less able, I find my world wide local bank now intends to make me travel at least 3 miles to gain access to my own money, thus adding to my carbon footprint, which I have always done my very best to keep low by shopping locally. I hope the bank will reconsider its decision, but I doubt it, as the customer seems to be the last consideration of these people

From Patricia Carney, Findon Valley 19/7/2010

I find it most distressing, that as I and my husband, are getting older, we have got to start travelling further afield to access our money. In our younger days when very few people had bank accounts, there were branches of banks on most parades of shop, now the majority of people have accounts, branches are becoming more scare, maybe I'm old fashioned, but I fail to see the sense of this.

From Mark Woods, Findon Valley 19/7/2010

It will be a loss of a key cash point. There is no other available on that parade of shops. Disappointing when the British Public has given financial support directly and indirectly to Banks and they clearly show no desire to reflect that support in their ongoing decisions. Shows a lack of community concern.

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