Use of basic banking services focused on digital channels – price level remained broadly unchanged

Basic banking services are mainly used digitally

In their banking, the majority of bank customers use digital services, which in practice are available around the clock. According to a survey sent to banks by the FIN-FSA, around 86% of retail customers aged 15 and over possessing a payment account have an agreement enabling them to use online and/or mobile banking. Customers are also active in their use of online and mobile banking. According to Statistics Finland, the use of digital services only decreases significantly in the over-75 age group.

The FIN-FSA considers it important that banks take into account their customers’ needs for assistance, actively offer digital support, and advise their customers to prepare for possible changes in the use of banking services brought about by ageing. 

Number of branches and ATMs decreased further

The number of branches and ATMs continued to decline in 2024, which may have weakened the availability of branch services and cash locally. However, cash services were available throughout branch opening hours at more branches than in the previous year. 

Banking services significantly more affordable for those using digital services – price level otherwise broadly unchanged

The price level of basic banking services remained broadly unchanged in 2024. As in previous years, banking was significantly more affordable for customers able to conduct their banking through digital channels. 

Most customers did not pay list prices for basic banking services, but there are significant differences in the service models and pricing of banks that offer basic banking services. Many banks offer service packages and various discount criteria. These are mainly focused, however, on digital services. Customers who do not use digital services can also influence the prices they pay for banking services by using, particularly for recurring payments, direct payments and debits, e-invoices or payment envelopes instead of paying at a branch. By comparing different banks, customers can find the service provider that suits them best. 

The FIN-FSA considers that banks should pay particular attention to the level of pricing for customers who do not use digital services. The FIN-FSA considers it good practice, promoting customer equality, that some banks offer to 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. 

Retail customers have a legal right to basic banking services provided by deposit banks. These 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.

On a regular basis, the FIN-FSA conducts a survey of the availability and pricing of basic banking services, as specified in the Act on Credit Institutions. The survey data for 2024 are mainly based on information on bank service prices and bank branches obtained from the consumer payment account comparison website (www.maksutilivertailu.fine.fi), the bank survey, and statistics from the Bank of Finland and Statistics Finland.

See also

Survey of the availability and pricing of basic banking services 2024

For further information, please contact:

Timo Peltonen, Chief Specialist

Requests for interviews are coordinated by FIN-FSA Communications, tel. +358 9 183 5030, weekdays 9.00–16.00.