Marie Sherlock (Labour)
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I thank Mr. Farrell. What will be the loss of service by moving to an automated machine service within a branch? Did the 98% figure refer to transactions or services? I was not sure which will continue to be provided. What comprises the 2%?

I have a second question relating to what he said. Am I to understand that the bank is moving to a model of staff physically going out into the community to people's homes or will it be a telephone-based service? I would like to a clear picture of what exactly he is describing when he refers to going out into the community.

I share his view that people want to meet a person. He described it as an administrative task. People using cash desks meet members of staff. Whether people are standing in the foyer or behind a desk, customers are meeting a person. Our concern is that they will meet fewer people and will instead be pointed in the direction of a machine. To me, that equates to a lesser or reduced service.