Building societies play a vital role in tackling record levels of scams

Building society branches are playing a vital role in protecting customers from scams. Twenty six per cent of customers report that branch staff have helped them avoid or resolve a scam, according to new research commissioned by the Building Societies Association (BSA).

Fraud and scams are now at record levels in the UK, with millions of cases reported each year and losses running into billions of pounds. Scam activity continues to grow in scale and sophistication, driven by increasingly convincing online impersonation, messaging-based fraud and digital deception techniques.

The findings show that in-person banking services provide an important safeguard against scams and fraud. One-third (33 per cent) of customers report receiving fraud prevention guidance during branch visits, while two-thirds (68 per cent) say their branch helps them feel their money is safe.

While older people remain more vulnerable to fraud, scam prevention extends beyond any single group, with support available through online, telephone and face-to-face services. Younger users are also benefiting, with around one-third of younger branch users reporting scam prevention support in branch.

The findings show that branch teams provide an additional layer of protection through everyday conversations and trusted relationships. In some cases, staff can step in before financial harm occurs by delaying payments, raising concerns and working with families, police or support services where appropriate.

This “human layer” of protection can help identify risks that may not always be visible through digital systems alone, particularly when customers are faced with sophisticated scams designed to appear genuine.

Sarah Harrison, chief executive at the Building Societies Association, said: “Fraud and scams are becoming increasingly sophisticated, and customers are seeing more attempts to trick them into moving money.

"Building societies use a range of channels to help protect customers, including digital tools, telephone support and face-to-face conversations in branches. Each plays an important role in identifying risk, preventing fraud and supporting customers who may need extra help. For customers who are less confident online, digitally excluded, or simply looking for extra reassurance, access to support across different channels, including face-to-face remains an important part of keeping money safe.”

Rob Pheasey, chief executive at Marsden Building Society, said: “Our branches remain a vital part of the Marsden experience. With refurbishment projects either completed or planned across our branches, we're continuing to create modern and welcoming spaces for our members. This includes significant investment into the high street through the upcoming relocation of our Colne branch.

“For many customers, particularly those who may be vulnerable or less comfortable banking digitally, our branches provide an essential lifeline, offering face-to-face support that could help protect members from fraud and financial scams.”