Bank promises investment in face-to-face banking as Pembrokeshire communities reflect on years of lost local branches

NATWEST has pledged not to announce any further branch closures across Wales until at least 2029, bringing to an end years of banking shutdowns that have dramatically reshaped access to face-to-face services in communities across Pembrokeshire and beyond.

The banking giant confirmed on Friday (June 5) that it will make no further closure announcements in Wales or the rest of the UK for at least three years, while investing £50 million into modernising and upgrading its branch network over the next 18 months.

The announcement comes after widespread criticism over the loss of local banking services, particularly in rural communities where residents and businesses have struggled with reduced access to cash and in-person support.

NatWest said the move marks the conclusion of its current programme of branch changes, although two final Welsh branches — Llanelli and Port Talbot — are still set to close in September.

The bank said counter transactions had fallen by 53 per cent in Port Talbot and 74 per cent in Llanelli between January 2020 and January 2026, although that period included Covid restrictions and changes to customer behaviour during and after the pandemic.

A changing banking landscape

NatWest says 95 per cent of customers now use digital services for day-to-day banking, but insisted face-to-face support remains vital for important life events and more complex financial matters.

The bank said investment over the next two years will include branch refurbishments, relocations and potential new branches where customer demand justifies it.

The bank also plans to expand its mobile branch network across Wales, increasing community stops and access to in-person services in areas no longer served by permanent branches.

NatWest says its Welsh mobile banking service currently covers around 2,550 miles every week and is expected to serve approximately 18,000 customers during 2026.

Solange Chamberlain, Chief Executive of Retail Banking at NatWest Group, said: “This is an important moment for our customers and the communities we serve.

“We are investing to offer customers a seamless mix of ways to bank with us including over the phone, digitally, or via our free-to-use ATM network — while continuing to support those who prefer face-to-face banking in branches and community banking hubs.”

Pembrokeshire branch closures

Pembrokeshire has already experienced a major reduction in NatWest’s branch network.

In 2018, NatWest closed branches in Pembroke, Cardigan, Milford Haven and Narberth, leaving Haverfordwest as the county’s only remaining branch.

The closures took place over a six-week period, with Pembroke shutting on May 21, Cardigan on May 30, Milford Haven on June 21 and Narberth on June 28.

At the time, concerns were raised by residents, business owners and campaigners who warned that elderly customers, those without reliable internet access and rural communities would be disproportionately affected.

Cash-handling businesses also expressed concern about longer travel distances for deposits and banking services.

NatWest defended the closures by pointing to changing customer habits and growing use of online and mobile banking.

The Haverfordwest branch has since remained open and was recently refurbished as part of NatWest’s investment programme in Wales.

Face-to-face banking still valued

Despite the shift toward digital banking, banking campaigners have long argued that branches remain essential in market towns and rural communities such as those found across west Wales.

The Herald understands concerns about access to banking services remain particularly strong in Pembrokeshire, where public transport links can make travelling to larger towns difficult for older residents.

NatWest said customers affected by the remaining Welsh closures will continue to have access to services through Post Offices, banking hubs and nearby branches.

The bank said it would continue to invest in financial support programmes, including financial health checks, school visits and workplace education designed to improve confidence in money management.

For many in Pembrokeshire, however, the pledge may be viewed less as expansion and more as a long-awaited pause after years of retreat from the high street.

INSURANCE customers are borrowing more than £500 a year on average to cover the cost of their premiums, new research has found.

Premium Credit’s latest Insurance Index shows the average amount borrowed by customers using credit to pay for insurance has risen by 26% in a year, from £400 to £505.

The figure is also sharply higher than two years ago, when the average amount borrowed was £302.

Cost-of-living pressure

The research found that 76% of adults now use some form of credit to pay for one or more insurance policies.

More than half of those who borrowed more, 53%, said the rising cost of living was the main reason, while 26% blamed increases in insurance premiums.

However, nearly a quarter, 23%, said they had taken on more credit because monthly payments were more convenient and helped them manage their money.

Credit card use rises

Credit cards remain the most common form of borrowing used to pay insurance bills, with 55% of customers relying on them, compared with 41% last year.

Premium Credit said this could be risky because of the potentially high cost of unsecured borrowing.

The index found that 11% of those who used credit to pay for one or more insurance policies had defaulted on repayments in the past year, almost double the 6% recorded last year.

Around one in eight people questioned said they had been turned down for a credit card in the past two years.

Car and home cover

The research found credit was most commonly used to pay for car and home insurance, with 56% of adults using credit to pay each of those policies monthly.

Credit was also used to pay for life insurance by 33% of adults, pet insurance by 28%, travel insurance by 28%, health insurance by 23%, and critical illness cover by 12%.

Premium Credit said customers should consider premium finance as an alternative to credit cards or overdrafts, allowing annual policies to be paid monthly for a charge.

Mona Patel, consumer spokesperson at Premium Credit said: “Insurance customers are borrowing more to cover their insurance payments due to cost-of-living pressures rather than insurance premium increases.

“However, it is notable that substantial numbers who are borrowing more are doing so because paying for insurance monthly is more convenient and better for their general budgeting in line with how they pay for other products and services.

“Premium finance is specifically designed to help smooth out the impact of a single lump sum and improve cash flow.

“Spreading the cost of an annual policy into more convenient monthly payments works for many millions of UK consumers and businesses and it can be a good alternative to other forms of credit like credit cards or bank overdrafts.”

Financial outlook

The research also found that nearly a third of adults, 32%, expect their financial situation to worsen over the next 12 months.

Just 19% expect their finances to improve, while 38% believe they will remain unchanged.

The research was carried out by PureProfile among a nationally representative sample of 1,000 UK adults between March 13 and March 18, 2026.

The Haverfordwest County AFC Bluebirds Foundation is celebrating a £1,300 boost this month thanks to local insurance brokers Lloyd & Whyte Community Broking.

A recent fundraising day raised £653.64, which was fund matched by the insurance broker’s parent company, the Benefact Group, doubling the amount to over £1,300.

Lloyd & Whyte Community Broking St Clears are sponsors of Haverfordwest County AFC
which includes supporting the charitable arm of the club, Bluebirds Foundation. The Foundation focuses on the prevention of poverty and strengthens the bond between the
football club and local people, including launching junior supporter clubs and community
brunch clubs.
Harry Thomas, aTrustee at Bluebirds Foundation said:
“We are extremely grateful to Lloyd & Whyte for further enhancing the funds raised at
our Foundation Fundraiser, held at the Ogi Bridge Meadow in collaboration with
Haverfordwest County AFC and we look forward to working closely with Lloyd & White again at future events.”
Leyla Phillips stated:
“Events like this show what community is all about. I think it’s great what the
Bluebirds foundation are doing locally for Pembrokeshire, and it was a pleasure to be
a part of it. Being part of Lloyd & Whyte Community Broking and the Benefact Group
made it even more special as we are proud to match all funds that were raised on the day which I’m sure will be a nice addition for the foundation, to enable them to carry
on doing great initiatives within our community.’’
The funday event saw bouncy castles, cake stands, a raffle, shirt swap stand, kick-up
competitions, and inflatable goal, alongside the normal match day activities, all providing
hours of fun for spectators and supporters.

And to top it all, Haverfordwest County AFC won 6-0 on the day against Llanelli Town AFC.