The Rise of Informal 'Hidden Helpers' in Digital Banking
A concerning new report has uncovered that many people across the United Kingdom are relying on potentially risky informal arrangements to manage their finances digitally. Friends, family members, carers and neighbours are spending significant time each month helping others with basic banking tasks, creating what experts describe as a "shadow infrastructure" for the digital banking ecosystem.
Survey Reveals Widespread Informal Support Systems
Research led by consumer finance expert Faith Reynolds, with support from cash access and ATM network Link, found that nearly 850 people surveyed across the UK had helped someone with banking or money management between December 2024 and December 2025. The YouGov survey revealed that 43% of these "financial helpers" identified fraud and scams as a top concern for the person they assist.
Alarmingly, the research discovered that many helpers operate without any formal authority or access rights. More than half (54%) of respondents said they have no official permission to assist with financial matters, meaning people are increasingly relying on informal workarounds to provide essential support.
Risky Practices Becoming Commonplace
The report highlights several concerning practices that have emerged as digital banking becomes more prevalent while physical branches continue to close. While many people being helped log in themselves with a helper beside them, a significant minority engage in riskier behaviors:
- 26% of helpers said the person they assist shares passcodes or security details with them
- 17% reported that people allow them to log in on their behalf using the helper's device
- 28% of helpers said they had helped to stop or prevent scams or fraud
Faith Reynolds, director of Devon Fields Consulting, explained: "For many people digital banking feels complicated and in some cases scary. They are turning to trusted friends, family and neighbours to help them make sense of it all. In turn, they have become the 'shadow infrastructure' for the digital banking ecosystem, in some cases resorting to risky, informal workarounds to make things work."
The Scope of Assistance Extends Beyond Banking
The support provided by these hidden helpers extends well beyond basic banking tasks. The survey revealed that financial assistance is just one aspect of the broader digital support network:
- 45% of helpers assist others with using digital devices
- 41% help with managing utilities or bills
- 31% assist with television setup and usage
- 31% help setting up health appointments
- 28% set up broadband or internet services
The most common banking tasks include checking account balances, assisting with online payments or passcodes during online shopping, and making or scheduling payments. Helpers primarily use mobile banking apps, followed by online banking via websites and ATMs.
Personal Stories Highlight the Human Impact
One helper shared their experience with researchers: "I've been helping about five years when their bank branch closed... They asked me for help after throwing their phone across the room because they couldn't even log in."
Another described how fraud concerns prompted their involvement: "Because of the rise of AI and scams, my father fell victim to this and couldn't believe that the person wasn't real. This is what made me realise he needed some help with any new payments because I needed to sense-check that they were genuine."
Industry and Charity Responses
John Howells, chief executive of Link, commented: "The scale of hidden help is further proof that digital banking doesn't yet work for everyone."
Caroline Abrahams, charity director at Age UK, expressed concern about vulnerable customers: "As more and more banking services are delivered online, it's increasingly important that older people who don't use online services can continue to manage their money safely. This fascinating research explains how many lacking digital skills or access cope, and reveals a big gap between the theory and the reality of what happens when banks close down their physical services."
She added that while banking hubs where multiple banks share services have expanded, "gaps still exist" and many people are "forced into other ways of looking after their money, leaving digitally excluded, often-vulnerable customers at a significant disadvantage."
Banking Industry's Position
A UK Finance spokesperson responded: "The banking industry is committed to supporting all customers by ensuring that products and services are accessible and easy to use for everyone, while also protecting them from fraud. As fewer people are using bank branches, banks have closed some and are offering face-to-face support through the Post Office and the expanding network of shared banking hubs."
The spokesperson emphasized that banks continue to provide guidance and financial education to help people manage services confidently, encouraging customers to speak with their banks about available support options.
The report concludes that as banking becomes increasingly digital, the responsibility for navigating complexity and preventing fraud has quietly shifted from financial institutions to individuals and families, creating both a vital support network and potential vulnerabilities in the financial system.
