Barclays is planning to return to the high street by opening new branches and bringing back “bank managers”, The Times has reported.
Vim Maru, chief executive officer at Barclays UK, told the paper he does not want customers to get “stuck in some chatbot” when they need help.
Since 2018, more than 800 Barclays branches have closed – leaving 206 still open around the UK, according to the company’s latest annual report.
Mr Maru joined Barclays in 2023, and took over running the UK arm of the bank in 2024.
He said that one of his “early decisions” was to pause the closures and plans to expand again.
In an interview with the paper, Mr Maru said: “What we’re trying to do is something that allows us to differentiate in front of our customers.
“Of course we’re going to be great in digital – but we’re going to be there for you when you need some help and support. You’re not going to be stuck in some chatbot trying to get out of the loop and trying to speak to someone.”
The chief executive does not accept that branches were closed too quickly, but has noted that many customers still “value physical presence”.
“The branch manager or bank manager is back. Most customers come in and they want to talk to the bank manager from time to time,” said Mr Maru.
The decision to move back towards traditional banking comes as previously digital-only banks, such as Revolut, have started moving into the current account market in the UK.
In a statement to the Press Association, Mr Maru said: “Even in a digital world, many customers still value physical presence and the ability to talk to our colleagues when they need support.
“In response to changes to where people work, live and shop over the last few years, we have relocated some of our branches and extended branch opening hours, adding 33,500 hours of in-branch availability per year.
“We are now looking to enhance and invest in our branch footprint alongside our contact centres and app as we continue to meet the changing preferences of our customers.”