Finland's Financial Supervisory Authority has published its 2025 survey on basic banking services, finding a slight improvement in availability as the contraction in the branch network nearly stopped and the number of ATMs increased. At the same time, it stressed that banks must keep services affordable for customers who do not use digital channels, after list prices for basic banking services rose slightly, particularly for non-digital and cash-based services. The survey found a mixed picture in physical access. Although ATM numbers rose by 97, the number of branches providing cash services full time on all banking days fell significantly, and not all branches offer the full range of basic banking services. The authority said banks must provide clear, up-to-date information on branch-specific services and opening hours, which is particularly relevant for non-digital customers. Customer service was mostly accessible across channels, based on banks' own monitoring data, with moderate telephone waiting times, online messages answered within a couple of days, and branch or online appointments arranged on average within 1 to 11 calendar days. The authority also highlighted that more banks now offer customers who cannot use digital services because of disability, functional limitation or a similar reason basic banking services at prices similar to those for digital users.

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