Banking On Inclusion: How Branches Are Supporting Dementia Patients And The Elderly

As digital transformation continues to reshape the banking industry, UK high streets are seeing a sharp decline in the number of traditional bank branches. Yet for the small number that remain, a quiet evolution is underway. These branches are no longer just transactional hubs—they are becoming safe spaces tailored to serve the most vulnerable members of society. For the elderly and those living with dementia, who often struggle with online banking, these physical spaces could be vital to maintaining financial independence and security.

The Digital Divide: More Than Inconvenience

A significant proportion of older Britons still rely on face-to-face banking. According to Age UK, over 40% of those aged 75 and above do not use the internet. For individuals with cognitive conditions like dementia, the transition to app-based banking is not just challenging—it can be alienating and even dangerous. Forgotten passwords, confusing interfaces, and increased susceptibility to online scams put them at heightened risk of financial exclusion or abuse.

Many have raised concerns that the widespread closure of branches, combined with the relentless push toward digital services, leaves these customers behind. For them, physical bank branches aren’t a luxury—they’re a lifeline.

Redesigning the Branch for Accessibility

Some financial institutions are beginning to respond. In a notable shift, several UK banks and building societies are redesigning their branches to be dementia-friendly. This involves more than just cosmetic changes. Spaces are being rethought with quieter interiors, non-reflective flooring, high-contrast signage, and clearly zoned areas to reduce confusion.

Staff training is also a core component. Branch employees are being equipped to recognise signs of cognitive impairment and provide service with greater patience, clarity, and support. Some institutions now collaborate directly with charities such as the Alzheimer’s Society to ensure their service model is inclusive.

The idea is simple but profound: make the environment intuitive and welcoming for those who need personal interaction the most.

The Human Element: Why Personal Banking Still Matters

While the banking sector has invested heavily in online tools, these do not replace the reassurance and clarity that comes from speaking to a person—especially when it comes to sensitive matters. From handling power of attorney arrangements to resolving fraudulent transactions, in-person service often proves far more effective than digital alternatives.

Older clients, many of whom have built decades-long relationships with their banks, value that familiarity. Losing the ability to walk into a branch and speak with someone they know can feel like a loss of independence.

In this context, the few branches that remain are evolving into community hubs. Some offer scheduled one-on-one advisory sessions, while others host financial well-being events or workshops aimed specifically at older people. It's a reinvention of the branch as a place of care rather than simply commerce.

Case Studies: Inclusion in Practice

Nationwide Building Society has been among those trialling dementia-friendly design, with branches in select locations featuring signage and layouts tailored to ease navigation for those with cognitive conditions. The Co-operative Bank, meanwhile, has expanded dementia awareness training across its front-line staff, aiming to build confidence among customers who might otherwise withdraw from managing their finances.

In one case, a Halifax branch worked with a local carers group to develop a referral system for vulnerable customers, ensuring consistent support for those dealing with mental decline. Testimonials from families highlight how vital these in-branch interactions can be—offering not just service, but dignity.

The Broader Impact

These efforts go beyond public relations. Inclusive banking helps protect customers from financial exploitation and empowers them to make decisions about their money. It also supports carers and family members, who often shoulder the burden when digital systems prove inaccessible.

There are broader economic benefits too. By serving these communities more effectively, banks build long-term trust and loyalty—something that digital-only challengers often struggle to replicate. From an ESG perspective, this shift aligns with social responsibility goals and demonstrates active community investment.

Barriers to Scale and the Path Forward

Despite these positive steps, challenges remain. Inclusive design and specialist staff training come with costs, which are harder to justify in an era of declining footfall. Critics also warn that not all banks have fully committed to these changes—some may treat them as isolated pilots rather than systemic reforms.

Moreover, many adaptations are still in early stages, with inconsistency across regions. Smaller towns or rural areas—where digital exclusion is often most acute—risk being underserved. Sustained effort, and regulatory encouragement, may be required to make inclusion standard rather than exceptional.

Conclusion

In a financial system increasingly shaped by algorithms and mobile screens, it is easy to overlook the people who cannot—or should not be expected to—navigate that world alone. For the elderly and those with dementia, the humble bank branch remains a gateway to autonomy, safety, and trust.

As branches continue to close, the few that remain must evolve not just to survive, but to serve. By embracing inclusion as a design principle and customer need, UK banks have the opportunity to redefine what service means—and who it’s really for.

Author: Ricardo Goulart