Sean Leckenby, branch manager of local relationship bank Handelsbanken in Solihull, explains why the company’s approach offers something different from that of high street banks.
Tell us a little about your business
We’re a relationship-led bank built on sustainable values and rooted in the local community. We offer personal and corporate banking with a truly bespoke service.
So, how does Handelsbanken differ from the traditional UK high street banks? Unlike high street banks, we have a decentralised model, which means our customers benefit from swift, clear decisions, made in the branch by people they know. Each customer has a direct line to their own account manager, who knows the local market and invests time to understand their aspirations, to reach truly bespoke solutions. Our customers trust us because we focus on building long-term relationships, and because we’re free from sales targets or short-term bonuses, they know we’re always working in their best interests.
Tell us a bit about the Solihull Branch
We opened our doors in 2011 and since then we’ve gone from strength to strength. We’re a team of 9 experienced bankers with over 250 years of experience between us. We serve the local areas of Solihull borough offering personal and corporate banking along with a wealth management service, so no matter what stage in life our customers are at, we can help and it’s all done here in the branch. With a focus on customer service rather than expensive marketing campaigns, our customers come to us through word of mouth and recommendation, which we’re proud to say is down to the quality of service our branch colleagues deliver each and every day.
How is the bank evolving to secure a successful future?
With an approach like ours, we can stay adaptable and agile, changing as our customers’ needs do. We recognise that customers want more choice when it comes to how and when they bank with us, so we’re enhancing our digital offering, to complement our face-to-face service. Working towards a more sustainable future has always been a priority for us and we’ve recently committed to reaching net zero by 2040. We’ll continue to run our business in a more sustainable way and deliver positive environmental and social outcomes, through sustainable finance products and responsible investment options.
What are our ambitions for the branch? Put simply, to be the best bank in town. Customer satisfaction drives everything we do and we’ll continue to invest in our people and our branch so that we can help individuals and businesses realise their ambitions.
What achievement as a firm are you most proud of?
Definitely our reputation for customer satisfaction. In 2022 we were rated top for customer satisfaction for the fourteenth year running, in an independent survey of British banks’ personal and business customers. (EPSI Rating Group, epsi-rating.com). This recognition shows we’re doing the right thing by our customers.
Unlike high street banks, we have a decentralised model, which means our customers benefit from swift, clear decisions, made in the branch by people they know.
