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Poll: British ATM users still confused by ATM fees

September 1, 2004

Finextra: UK consumers are still confused about whether they will pay a fee for making cash withdrawals at ATMs despite the introduction of stickers and on-screen messages on fee-charging machines, according to research commissioned by Nationwide Building Society. Some 18,500 ATMs in the UK, nearly 40 percent of the country's machines, charge a convenience fee or surcharge. Nationwide, a surcharge foe, says the research shows that many people are still confused by the charging system, which costs consumers £60 million (U.S. $107.2 million) a year. The poll, conducted by Marketing Sciences Limited, found that between April and June almost one in five people used an ATM that charged for cash withdrawals, but a quarter of them said they didn't see a surcharge notification before requesting cash. Ten percent of respondents believe that all cash machines are still free to use, while 4 percent of respondents believe all ATMs levy a charge. Link, the UK's national ATM network, last year began requiring ATM operators to post stickers on machines warning users of fee policies.

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(Read related story: ATM fees: What do they know and when do they know it?)