Report: 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. 26% of customers report that their local branch has 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 BSA's findings show that in-person banking services provide an important safeguard against scams and fraud. One-third (33%) of customers report receiving fraud prevention guidance during branch visits, while two-thirds (68%) 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 their branch.

The findings show that branch teams provide an additional layer of protection through everyday conversations and trusted relationships. In some cases, branches 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.

Importance of building societies on the high street

Building society branches also play an important role in supporting local high streets. Alongside providing access to banking services and scam prevention, branches help sustain footfall and activity in town centres, with many customers combining branch visits with other shopping or services.

These remaining face-to-face services play a wider role in supporting communities and local economies. The research finds that 44% of customers** say visiting their building society is their main reason for going to the high street, while 31% say they would not visit otherwise. Regular visitors^ also spend an average of £75 per visit locally, supporting wider high street activity.

Key findings from the research:

• Branches play a key role in scam prevention: 26% of customers report that branch staff helped them avoid or resolve a scam.
• Branches provide fraud prevention guidance: 33% of customers received fraud prevention guidance during branch visits.
• Younger customers benefit from scam support: One-third (33%) of younger customers report receiving scam prevention guidance from branch staff.
• Branches provide financial confidence: 91% say their branch is important to their financial wellbeing, 75% say it makes managing money easier and 93%feel welcome and respected.
• Branches support local communities: 44% say2 their branch visit is the main reason they go to the high street, 31% would not visit otherwise, and regular visitors3 spend an average of £75 locally during each trip.
• Branches contribute to thriving high streets: 96% say they help keep high streets thriving.

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, added: “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.”

The full report can be downloaded from the BSA website (External). More information about how the Marsden can help protect its members from fraud can be found on our 'Protect yourself from fraud' page. 

*Cifas, the UK’s largest fraud prevention service reports:

•  444,000 fraud cases recorded in 2025 in the UK National Fraud Database - the highest ever recorded and up 6% on the year before.
• Roughly 1,200+ cases per day being logged by major UK fraud prevention systems.

**Customers that visit their branch at least every three months

^Visitors of both building society and bank branches