A recent Deloitte report claims chatbots are the future of banking. We say: the future is already here and it's called Dorothy, Laraib, Justine, Matthew, Hannah, and many more names besides.
Trust isn't coded, it's earned
Everywhere you look, someone’s launching a chatbot.
Banks are racing to create virtual assistants that can tell you about your balance in 0.3 seconds. Impressive stuff. But here is the thing…so can our branch team, and they will ask how your day is too.
While others invest in algorithms, we’re investing in empathy. We’ve discovered something revolutionary: people. Real, breathing, tea-drinking humans who listen and care. And guess what? It works.
This year, our members voted us Best Building Society and Best Savings Provider at the British Bank Awards. We also picked up the Trusted Quality Provider accolade at the UK Customer Satisfaction Awards and are (currently) the only bank or building society with an Institute of Customer Service distinction level ServiceMark accreditation.
Turns out, trust isn’t something you can code, it’s something you earn.
Don’t get me wrong, we love tech. Our app is slick, and our online services are solid. But when it comes to life’s big financial decisions like buying your first home, or planning for retirement, we think you deserve more than a chatbot. Because trust isn’t built on scripts or algorithms, in our experience, it’s built on conversations and reassurance, often across a branch counter.
We’re not anti-innovation, we can’t afford to be, and we’ll always keep improving digital tools, but our philosophy is simple, it’s about choice and the technology supporting the service, not replacing it. Because when members trust us with their savings or their home, that’s not a transaction, it’s a relationship.
So, while the world debates the new frontier of AI powered financial institutions, we’ll stick to what works: humans helping humans. It’s not futuristic, but it is award-winning.