Britons are choosing a computer and a mobile phone to manage their finances rather than phoning a call centre.
According to research conducted by think-tank the Future Foundation and mobile banking firm Monitise, one in five of Britons prefer to log-on than dial a call centre and speak to a person. More than a quarter of these are 18-25 year olds,
However, only one in 10 pensioners are using online banking.
Take up of online banking has grown rapidly, up from one in 20 people in 2002, because technology has improved and broadband has become more widespread.
Barry Clark from the Future Foundation said, "The speed and convenience of this 'DIY banking' also means that we do not have to go through the whole call centre rigmarole, which can be a frustrating and painful process at times.
"Doing it yourself is a cheaper option, as well as being more convenient."