Study warns banks to adapt offerings to help consumers to use mobile or online banking

With Britons increasingly turning to digital payments, consumers aged over 55 and those on low incomes “risk being left behind” by banks, according to new research.

The findings come in the wake of a major report earlier this month that says more than 8 million UK adults would struggle to cope in a cashless society.

According to the survey of 3,000 consumers, three-quarters (74%) of those aged 55-plus never use mobile-banking apps, while the figure for low-income earners was 57%.

Sweden: how cash became more trouble than it’s worth Read more

In addition, in both these categories, one in four (26%) of those surveyed said they never used online banking via a computer.

But at the same time, the research from management consulting company Accenture found that only 10% of UK consumers visited a bank branch at least once a week – falling to 7% of people aged over 55.

With banks increasingly focusing on their digital platforms, it is important for them to adapt their offerings to ensure certain groups of consumers “are not left behind in the digital revolution”, says Peter Kirk, managing director of financial services at Accenture. “Our research shows that low-income earners and those aged over 55 are using branches less, but they’re not using digital channels either,” he adds.

However, the survey indicated many of these people would like some help with using mobile or online banking. When it came to in-branch services that would appeal to them, 58% of over-55s and 55% of low-income earners would find in-branch education sessions appealing to help them improve their digital skills.

With bank branches and ATMs closing, a report published by the Access to Cash Review earlier this month said companies and organisations providing essential services should be required to ensure that consumers can continue to pay with notes and coins.

The review found that cash is still king across large parts of the UK economy, with more than 80% of people in Britain saying they pay taxi drivers, newspaper sellers, window cleaners and gardeners with notes and coins.

The report warned the country’s “cash infrastructure” – which costs £5bn a year to run – was on the verge of collapse because of its declining profitability, and said the government, regulators and banks all needed to take action. The review was funded by the cash-machine network Link, but was independent from it.

The report’s authors said the UK was not ready to go cashless and that despite the runaway growth of contactless and mobile payments, a “significant number” of people – about 2.2 million – were using cash for all their day-to-day transactions.

Last year, debit cards overtook notes and coins as the most popular form of payment in the UK for the first time, and the report predicts cash could fall to just 10% of all payments in the next 15 years.