Building society branches play a vital role in tackling scams

Building society branches are playing a vital role in protecting customers from scams. 26% of customers nationally report that branch staff have helped them avoid or resolve a scam, according to new research commissioned by the Building Societies Association (BSA).

With 10 branches across the county, Suffolk Building Society has taken practical steps to support local people by running scam awareness days in Ipswich town centre, Ravenswood, and Sudbury over the past year.

Another drop-in session will be held at the Ravenswood branch on Monday 13 July 2026 between 9am – 1pm, with guests from Suffolk Constabulary and Suffolk Trading Standards, who will share practical advice on how people can protect themselves from online and telephone scams.

According to Credit Industry Fraud Avoidance System (Cifas)¹, 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 financial 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.

Nathan Wade, head of membership, Suffolk Building Society said: “The BSA research reflects the experience of our branch staff, who regularly support customers with scam-related issues. In many cases, we can step in before any financial harm occurs. It’s a ‘human layer’ of protection that can help identify risks and prevent scams occurring brought about by everyday conversations and trusted relationships. This includes being in some Suffolk towns where there is no longer a bank branch presence, such as Felixstowe. We’re also proactive in our approach to scam awareness education, running in-branch sessions and inviting two police cyber security advisors as guest speakers at our 2025 AGM.”

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 financial 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 customers² say visiting their building society is their main reason for going to the high street, while 31% say they would not visit otherwise. Regular visitors³ also spend an average of £75 per visit locally, supporting wider high street activity.

Nathan Wade continued: “This research reinforces the importance of maintaining branches. While we, and many of our members, continue to embrace digital services, we also recognise the enduring value of face-to-face support in local communities. 

“That’s why we opened our new branch in Felixstowe last year, and the response from the community has been overwhelmingly positive, demonstrating that building society branches continue to play a vital role in helping communities thrive. We’re proud to be investing in our branch network and expanding our presence to support the people of Suffolk.

“As fraud and scams become increasingly sophisticated, face-to-face support in building society branches is more important than ever, giving members reassurance and helping them protect their money.”