HSBC UK pledges more than £55 million investment into branch network in 2026 and extends Branch Promise

HSBC UK has reaffirmed its commitment to customers and communities by extending its Branch Promise, guaranteeing that all 327 branches will stay open until at least 2027.

The bank is also pledging to boost its investment into its branch network by 30% next year and has committed £55.8 million in 2026, up from the £42 million it spent in 2025.

This investment includes the refurbishing and modernising of sites across the UK, with 100 branches already upgraded. The work ranges from major refurbishments and the creation of Premier Centres in 29 branches, the opening of two Wealth Centres, and decorative improvements across 78 locations.

The Branch Promise builds on commitments made over the past two years, during which the bank committed not to announce any new branch closures until the end of this year. This latest extension, combined with the investment and continued focus on expanding its presence through HSBC Local, further strengthens the certainty that face-to-face banking remains a core part of HSBC UK’s service offering.

HSBC Local continues to expand network of community touchpoints

HSBC UK continues to expand the variety and number of banking touchpoints in local communities across the UK, including through HSBC Local events, shared Banking Hubs, Cash Access UK devices and cash pods, supporting customers with more than 70,000 banking needs this year alone in points of presence outside our branch estate.

This year, more than 2,000 HSBC Local events have taken place across 650 unique locations, supporting thousands of customers with everyday and complex needs.

The UK Banking Hub estate has grown 97% year-on-year and will reach more than 200 by the end of the year. HSBC UK has community bankers present in 117 of these shared banking hubs and will continue to support the ongoing growth in Banking Hubs in 2026.

Investment and innovation translating to customer satisfaction

Customer satisfaction scores have also strengthened in line with the investment across multiple channels, including branches, telephony and digital. The Trustpilot score for HSBC UK has risen to a record 4.5/5, and the bank is now ranked one of the best in its industry.

This follows a flurry of investment that saw the bank relaunch its app earlier this year, boost its digital wealth proposition, and drive service improvements across its contact centres.

HSBC UK’s Strategic Net Promoter Score for branch service is now also at a record high, raising to third position amongst the bank’s competitors.

Usage across the network has remained robust, with an average of 825,000 customers visiting a branch each month and more than 2 million monthly transactions carried out through self-service machines.

Sally Williams, Head of the Branch Network at HSBC UK, said:

“Through our branch network, customers have access to a range of specialist services under one roof, ranging from Premier, Wealth, Mortgages or Business Banking. We are investing heavily into our physical network so that we can continue to service our customers, including those with more complex needs who value in-person interaction for those moments that matter.

“Not only are we keeping all branches open for at least another year, but our presence on the high street is expanding each year through our growing network of community services, including Banking Hubs and HSBC Local events.”

Christopher Dean, Managing Director of Wealth, Premier and Personal Banking at HSBC UK, said:

“We know how important accessibility is to our customers. This is why we continually invest in all our banking channels, so that customers receive excellent service through their channel of choice.

“This year we relaunched our app, redesigned our Premier offering with even more perks and made meaningful improvements to our telephony service – just to name a few improvements. This latest announcement shows our commitment to the millions of customers who choose to visit a branch each year. Extending our Branch Promise until at least 2027 reinforces our long-term commitment to local communities and the high street.”

HSBC UK’s extended Branch Promise, alongside the significant investment in its branch network, reflects its ambition to become the UK’s most trusted bank, with colleagues across Branch, Premier & International, Wealth, Business Banking, and Mortgages teams ready to support all customers’ needs.

Media enquiries to:

Leila Taleb: Leila.taleb@hsbc.com
Email: UKpressoffice@hsbc.co.uk