Pilots and innovation

Driven by customer insight, we continually listen to our customers to help improve our services. Through our well-established and proven innovation approach, we test, learn, refine and scale new solutions. This enables us to provide a diverse range of services to meet the needs of consumers, small businesses and communities more widely.

Current pilots and projects

Available services

Customer Liaison Service

In 2024 we piloted a new customer liaison service in Hornsea and Troon. The customer liaison role means a member of the Cash Access UK staff can help any customers using our hubs to speak with the right team in their own bank, at any time. They provide personalised support to customers, ensuring their needs are met in a friendly and approachable way.

Expanding the service: Based on the positive feedback from customers and local communities, we’re rolling out five additional Customer Liaison Officer roles in hubs across the UK in 2025. This allows us to refine the service further and assess how it improves customer experience in a wider range of communities.

Printer availability

We’ve heard from customers that they would like to be able to print banking documents in our hubs. That’s why we’re exploring the possibility of introducing secure, shared printing services.

The challenge: In a busy shared environment, where multiple banks and their customers use the space, ensuring secure and efficient printing isn’t straightforward. We’re committed to developing a system that protects customer data and provides a seamless experience.

The solution: In 2025, we will trial shared printing services in a small number of hubs using secure software that ensures only authorised users/banks can access the printer and personal data is not stored. This will help us refine the service, overcome any challenges and assess the value to customers.

Video conferencing

We’re piloting video conferencing in our hubs to explore how community banker services can be delivered remotely.

The benefits: This innovative approach can offer customers access to community banker support five days a week, regardless of their location, not just the one day their community banker is physically in the hub. This may make it easier for customers to access support across all banks any day of the week.

Physical spaces

Cash hubs

Cash hubs offer all the same counter services as our traditional banking hubs. They provide essential banking services, such as access to cash and deposit facilities, making them a valuable resource for communities that need convenient and reliable banking options.

Newly launched: In January 2025, we opened our first ever cash hub in Perranporth, Cornwall and we now have 8 open.

Purpose built banking hubs

Purpose-built modular banking hub offer the same services as our traditional banking hubs in permanent locations, but are located in flexible spaces, like supermarket car parks.

The benefits: The flexible location solutions make it easier to bring banking services to communities where a ‘bricks and mortar’ location isn’t available.

Deposit services

Multi-bank deposit ATMs

In early 2024, we began rolling out innovative multi-bank deposit ATMs that allow customers to deposit cash as easily as they withdraw it.

Progress so far: Over 85 machines have been installed across the UK, and we’re aiming for even more throughout the year. This has only been possible thanks to exceptional industry collaboration between us, banks, suppliers and retailers, ensuring that customers can manage their finances conveniently in their local area.

What’s next: We’re collaborating with banks and suppliers to enhance these machines further, ensuring they meet evolving customer needs to make day-to-day banking in communities even easier.

Looking ahead

Each new idea we pilot helps us deliver valuable cash and banking services to communities across the UK in the most appropriate and effective way. In changing times, we’re continually learning and testing new cutting-edge ideas and solutions to make sure we’re meeting evolving customer needs.

We’d love to hear your thoughts! If you have any feedback on how we can improve our services , please visit our contact us page and complete the form. Your input helps to shape the future of cash and banking services in communities across the country.