The 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, BSA says 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 research highlights that branch teams provide an additional layer of protection through everyday conversations and trusted relationships.

BSA says 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.

Almost all (91%) say their branch is important to their financial wellbeing, while 75% say it makes managing money easier and 93% feel welcome and respected.

Data shows that 44% say their branch visit is the main reason they go to the high street, 31% would not visit otherwise, and regular visitors spend an average of £75 locally during each trip.

Building Societies Association chief executive Sarah Harrison says: “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.”