Confusion over the new definition of ‘essential services’ is forcing some banks to make a blind call to help those who can’t use online services, Newsroom reveals. The Government changed the way it defines essential services after widespread problems in last year’s long lockdown, last week revising the list of sectors whose employees are allowed to go to work. But some banks say they still aren’t certain of the circumstances in which they’re allowed to open their branches to serve the small group of elderly or disabled customers who struggle to use online and phone banking.