Slight improvement in availability of basic banking services in 2025 – banks must ensure affordable services for those who do not use digital services

Prices of basic banking services increased to some extent in 2025, particularly for non-digital services. Although use of services is strongly focused on digital channels, banks must ensure reasonable pricing also for those who do not use digital services. 

Partially positive development in branch and cash services

The long-continued contraction of the branch network nearly stopped in 2025, and the total number of ATMs significantly increased from the previous year (+97). The number of branches offering cash services full-time on all banking days decreased significantly, however, compared with the previous year. 

 “Nevertheless, the number of branches alone is not decisive when assessing the availability of basic banking services. An essential factor is also which services are actually offered at the branches and when they are available,” says Marko Myller, Head of Department, Banking Supervision.

Not all basic banking services are available in all branches, which can particularly disadvantage customers who do not use digital services. Most retail branches serve customers without an appointment, but there are differences between different banks. 
The FIN-FSA emphasises that banks must ensure that customers have clear and up-to-date information about branch-specific services and opening hours. This is particularly important for customers who do not use digital services.

Banks’ customer service mostly quickly accessible

Customer service accessibility is a key part of the actual availability of basic banking services. Based on a survey of banks conducted by the FIN-FSA, customer contacts are mostly responded to quickly, according to banks’ monitoring statistics.    

Average telephone service waiting times were moderate, and online messages were answered within a couple of days. An appointment at a branch or online was arranged on average within 1–11 calendar days, with the customer’s own wishes also influencing the time.

The FIN-FSA considers it important that banks systematically monitor the accessibility of their customer service across all the different channels. Monitoring supports the response to customer contacts and the arrangement of meetings within a reasonable time.

Price level rose slightly  

The price level of basic banking services (so-called list prices without discounts) increased slightly in 2025. The price increase particularly affected non-digital services and services for customers using cash, which are generally not subject to discounts or service packages. Banking is more affordable for customers who use digital service channels. 

The FIN-FSA emphasises the importance of ensuring affordable service options also for customers who do not use digital services. 

 “A positive development in terms of customer equality is that an increasing number of banks are offering customers who are unable to use digital services due to a disability, functional limitation or other corresponding reason basic banking services at a price similar to that for customers who use digital services,” says Myller.

Background of the survey

Retail customers have a legal right to basic banking services provided by deposit banks. Basic banking services include a payment account, a means by which the account can be accessed (such as a debit card), an online banking service and a means of strong electronic identification.

The FIN-FSA regularly monitors the availability and pricing of basic banking services. The survey data for 2025 are mainly based on information submitted by banks to the consumer payment account comparison website and a survey sent to banks by the FIN-FSA. 

See also

Survey of availability and pricing of basic banking services 2025 (pdf in Finnish)

For further information, please contact:

Head of Division Virva Walo. Requests for interviews are coordinated by FIN-FSA Communications, tel. +358 9 183 5030, Mon-Fri 9.00–16.00.