The Flying Banker: A Lifeline in Remote British Isles

Few bank workers begin their day with the whirr of propellers, but for Lois Canning, Britain's only dedicated Flying Banker, a short flight on a ten-seater plane is just part of an average morning. The service, one of the few of its kind globally, connects some of the most remote parts of the British Isles and is currently celebrating its 60th anniversary.

Canning, who now lives on Shapinsay in the Orkney Islands, travels to serve NatWest Group customers on small islands who still rely on in-person banking for cash transactions and financial advice, particularly when temperamental internet connections falter. As banks and building societies have closed over 6,800 branches since 2015, according to the consumer group Which?, the Flying Banker service ensures that residents in remote areas maintain access to essential financial services.

Canning flies to three remote islands to provide personal and business banking.

The service is considered a lifeline by its customers, ranging from students to farmers and business owners. NatWest Group has expressed its commitment to continuing the service for years to come. Canning, who took over the role in 2019 and is now 65, has no plans to retire, describing it as "a way of life that I love."

Weather disruptions are common, with gales sometimes forcing cancellations of flights and necessitating longer ferry journeys through choppy seas. "It's not unusual for this time of year, especially. Even in summer we get disruption, often from the haar [sea fog]," Canning noted.

On Westray, an island with a population of 600, Canning operates from a small building by the shore every Wednesday. She provides a "cash in, cash out" service, facilitates cheque deposits, and assists customers with mobile banking app issues. When Westray's undersea internet cable was damaged in March, Canning's in-branch service was crucial for processing transactions.

Stewart Groat, 49, a farmer and business owner on Westray who employs ten people, relies on Canning for cash services, as the local shop, which runs the Post Office, is a competitor and does not provide change. "Having the Flying Banker makes the islanders feel valued," he said.

Phoebe Ryder, 19, a university student who works part-time on Westray, uses the bank to deposit her wages. She noted that Canning helped her set up an ISA and even gave her mobile number for assistance, a level of service she did not expect. "If you go to the bank in Kirkwall, it's a round-trip of three hours and you end up losing a day," Ryder commented.

Teenie Harcus, 59, who runs a hostel, B&B, and campsite, highlighted the importance of accessing cash for her business, stating, "it's important to be able to bank it and access change."

Cattle farmer Maggie Drever, 65, has utilized the Flying Banker service since she was 16. She uses it to deposit cheques from livestock auctions and has also brought her elderly mother for help with online banking. Drever described Canning as "very patient and takes her time with people."

Margaret Hutchison, treasurer of the Westray Heritage Trust, also depends on the bank for cash transactions and noted that Canning "knows everybody and she's good to deal with."

On alternate Thursdays, Canning travels to the islands of Sanday and Stronsay. There, she has arranged for the Sanday Community Craft Hub to use bank buildings on days she is not present, providing much-needed space for the Hub's operations. Tracy Ranger, treasurer and director of the Craft Hub, stated, "It's meant the world to us."

NatWest Group also operates a mobile banking service with a fleet of vans, known as the "bank on wheels," which has been running for 80 years. This service covers 577 stops across the UK, handling cash transactions and assisting customers, particularly older and more vulnerable individuals, with digital services. Graeme Lowe, an RBS van driver in rural Aberdeenshire, mentioned that the service is sometimes the "only regular contact" some customers have, and they have even provided support to a customer who had fallen.

Andrew Harrison, NatWest Group's head of local banking, affirmed that the Flying Banker service addresses the challenge of ensuring banking access in remote areas. He described Canning's work as "truly special" and highlighted her role as "the face of banking in those communities."

Following a current round of 40 branch closures ending early next year, NatWest Group has pledged to keep its remaining 336 branches open until at least 2029 and is investing £50 million in revamping them.