Tired of your local bank disappearing? This Big Four player is flipping the script with a $55 million plan
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Many Aussies were left fuming after yet another round of bank branch closures.
Now, one major bank has responded with a $55 million move it says was ‘deliberate’.
But critics remain sceptical as the country barrels toward a cashless future.
NAB revealed it had invested $55 million to upgrade nearly 150 branches across Australia in what it called a ‘deliberate move to restore belief in the value of retail banking’.
Since October last year, the bank had already revamped 100 locations—82 of which were in regional areas—with 47 more upgrades expected by October.
NAB retail executive Paul Carter said the changes were about more than appearances.
‘We’re not just giving our branches a facelift—we’re investing in the people and places that make NAB what it is,’ he said.
‘These upgrades are about making banking easier, more personal, and more connected to the communities we serve.’
He said NAB still saw branches as ‘community anchors’ and acknowledged many Australians preferred face-to-face banking for major financial decisions.
One of the upgraded locations was the Greensborough branch in Melbourne’s north-east.
It featured a redesigned layout, improved accessibility, and dedicated spaces for private conversations.
Branch manager Tawfick Abdel-Khalik said the refurb was a message to the community that NAB intended to stay ‘for the long haul’.
‘When customers walk in and see the effort we’ve made, it sends a clear message: NAB is committed to this community and to providing the best service we can,’ he said.
The move followed NAB’s decision to introduce Saturday trading in November, later expanding the service to 29 branches by February.
It came against the backdrop of widespread public frustration over the continued shrinkage of physical bank services.
According to the Australian Prudential Regulation Authority (APRA), 230 bank branches closed during the 2024 financial year alone.
Over the past five years, 1,615 branches had shut down.
The Big Four banks were responsible for 190 closures last financial year, with ANZ, NAB and Westpac all reducing their branch networks by 11 per cent.
Commonwealth Bank saw a smaller reduction of 4 per cent—though it attracted backlash for replacing dozens of call centre roles with AI.
Earlier this year, the federal government reached a deal with major banks to keep regional branches open until at least mid-2027.
It’s not just about keeping branches open—it’s also about what services are still available once you walk through the doors.
While some banks are investing in upgrades, others are quietly cutting back on core offerings like cash access and over-the-counter help.
If you've noticed your local branch feels different lately, this story might explain why.
Read more: Banks ditch cash as customer experience sparks concern
Is a renovated branch enough to rebuild trust—or is it too little, too late?
Now, one major bank has responded with a $55 million move it says was ‘deliberate’.
But critics remain sceptical as the country barrels toward a cashless future.
NAB revealed it had invested $55 million to upgrade nearly 150 branches across Australia in what it called a ‘deliberate move to restore belief in the value of retail banking’.
Since October last year, the bank had already revamped 100 locations—82 of which were in regional areas—with 47 more upgrades expected by October.
NAB retail executive Paul Carter said the changes were about more than appearances.
NAB commits $55m to branch upgrades. Image source: NAB News
‘We’re not just giving our branches a facelift—we’re investing in the people and places that make NAB what it is,’ he said.
‘These upgrades are about making banking easier, more personal, and more connected to the communities we serve.’
He said NAB still saw branches as ‘community anchors’ and acknowledged many Australians preferred face-to-face banking for major financial decisions.
One of the upgraded locations was the Greensborough branch in Melbourne’s north-east.
It featured a redesigned layout, improved accessibility, and dedicated spaces for private conversations.
Branch manager Tawfick Abdel-Khalik said the refurb was a message to the community that NAB intended to stay ‘for the long haul’.
‘When customers walk in and see the effort we’ve made, it sends a clear message: NAB is committed to this community and to providing the best service we can,’ he said.
The move followed NAB’s decision to introduce Saturday trading in November, later expanding the service to 29 branches by February.
It came against the backdrop of widespread public frustration over the continued shrinkage of physical bank services.
According to the Australian Prudential Regulation Authority (APRA), 230 bank branches closed during the 2024 financial year alone.
Over the past five years, 1,615 branches had shut down.
The Big Four banks were responsible for 190 closures last financial year, with ANZ, NAB and Westpac all reducing their branch networks by 11 per cent.
Commonwealth Bank saw a smaller reduction of 4 per cent—though it attracted backlash for replacing dozens of call centre roles with AI.
Earlier this year, the federal government reached a deal with major banks to keep regional branches open until at least mid-2027.
It’s not just about keeping branches open—it’s also about what services are still available once you walk through the doors.
While some banks are investing in upgrades, others are quietly cutting back on core offerings like cash access and over-the-counter help.
If you've noticed your local branch feels different lately, this story might explain why.
Read more: Banks ditch cash as customer experience sparks concern
Is a renovated branch enough to rebuild trust—or is it too little, too late?
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