Furness branches play a vital role in tackling scams

New report from the Building Societies Association shows the significant support Furness’ branch network offers members across Cumbria and Lancashire.

Eight branches that form Furness Building Society’s high street presence are playing a vital role in protecting the public from scams, according to a new report from the Building Societies Association (BSA), with 18% of members reporting that branch staff helped them avoid or resolve a scam, fraud or suspicious activity.

The research, carried out by social value consultancy, RealWorth, has highlighted the important role  in-person banking plays in safeguarding against scams and fraud. Among Furness members, 63% across Cumbria and Lancashire said that visiting a branch reassures them their money is safe, with 85% stating it is important to their general financial wellbeing and security.

Fraud and scams are 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.

Branch teams provide an additional layer of protection through everyday conversations and trusted relationships. Furness Building Society’s financial crime team hosts in-branch events for members to voice concerns and receive advice, and offers fraud awareness sessions for local community organisations and businesses.

The report, which was conducted in partnership with eight building societies, found that Furness’ locally-embedded, relationship-led branch network is an important local infrastructure, which supports financial inclusion, strengthens cohesion across communities and contributes to the ongoing vitality of the high street. 

Through its in-person services and the range of benefits its members experience over time, the report calculated that Furness’ branch network has generated an annual social value of £9.5m for the local community.

Key findings include: 

●    Avoidance of fraud: 18% of members reported branch teams helped them to avoid cases of fraud, generating £1.1 million in social value.
●    Financial security: £1.1 million in social value generated through 63% of members feeling reassured their money is safe.
●    Wellbeing from feeling respected: £1.8 million in social value generated through 93% of members feeling a sense of belonging and respect through staff interactions.
●    Increased convenience: 67% of members reported time and effort saved by having branches located near to them, which generated £1.2 million in social value.

Furness Building Society recently completed a network-wide branch transformation programme to enhance the in-branch experience for its members. The new branches represent a shift from transactions to interactions, allowing the team to spend more quality time with customers to better understand and support their needs. 

Simon Broadley, Chief Executive of Furness Building Society, commented: “We’re really pleased with the findings of this report, which recognises our continual efforts to use our branches to create a meaningful impact for our members.

“As a mutual organisation, we are owned by our members - not external shareholders - and we use this privileged position to invest in products, services and expertise that help strengthen our members’ financial security and wellbeing, and support local people and communities. 

“This includes, but is not limited to, our high street presence. Branches and digital services are not competing alternatives. Our enhanced branch network complements our digital offering to offer our members choice in the way they manage their money and provide access to the support they need, helping them build confidence and make informed financial decisions.”

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.”

*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.