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Apologies for covid cash machine failings

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By Euan Maxwell
Lockerbie and Lochmaben
Apologies for covid cash machine failings
OUT OF ORDER . . . residents have complained of "delays in rectifying faults with the ATM"

THE ROYAL Bank of Scotland (RBS) has apologised to Lochmaben residents for repeatedly failing to maintain the town’s only cash machine during the pandemic.

Since the burgh’s branch closed its doors in 2014, locals have been served by a weekly mobile banking service and one high street ATM.

However, suspension of the bank’s visiting van due to Covid-19 has often resulted in the machine running out of cash and lengthy delays to repairs.

Growing frustration amongst the town’s residents – who have to travel five miles to the next ATM and eight to the nearest RBS branch – led local community council chair Colin Davidson to pen a letter to bank bosses in April.

Mr Davidson wrote that the bank’s service had “fallen short over the past 15-24 months”.

He added: “It’s fully understood why the mobile bank visits have had to be suspended but this has directly affected the service provided by the ATM which would be regularly topped up with cash. Residents also inform of delays in rectifying faults with the ATM.”

This week RBS responded – apologising for the various inconveniences.  Operations officer Suzanne Ward replied: “I totally appreciate the frustration that must be felt by the community when the only ATM you have in Lochmaben, either does not work or runs out of money. Please accept my apologies for this, we do aim to provide a seamless service via our ATM’s and this has clearly not happened.

“The issues have been raised with both Dumfries branch and the G4S cash carrying service who both maintain the ATM. We have recently raised an issue with BT regarding the cabling of the machine which was causing some of the issues, I do believe this is now resolved.”

She added that the mobile banking van will return to Lochmaben from the middle of next month.


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