TSB is part way through a £250 million investment programme in branch and digital banking services, helping customers get the best of both worlds; great face-to-face service combined with digital banking. The way people bank is changing fast and our investment programme is about getting the balance right.
In just two years we have completed over 150 branch refits and refurbishments and nearly 40 branches have received six figure upgrades. In addition, at the end of last year we opened brand new flagship branches in Aberdeen and Birmingham.
Whilst we continue to focus on upgrading the places that people use the most, we also have to manage the locations where customer visits have fallen and where we have two branches reasonably close to each other. There are 38 places where, as a result of changing local usage patterns, we will close a branch in 2017. These locations have been selected based on local decision making and analysis of local data.
In line with the BBA Access to Banking Protocol, we are conducting comprehensive reviews of the impact of each closure on the local community and we are taking great care to ensure our customers know what their options are and helping them with the change, including providing details on alternative banking options and offering special ‘get me started on digital’ meetings to help people get comfortable with new technology and any concerns they may have. All of the reviews that have been conducted so far are published on our website and are made available in the branches affected.
TSB also has an agreement with the Post Office, meaning personal banking customers are able to use local Post Office branches to check their balance, make cash withdrawals and make cash and cheque deposits.
TSB remains committed to having a strong branch network and there will still be a TSB branch within 2 miles of 42 per cent of the population. There will also be no job losses as a result of these changes, with all Partners in the closing branches being offered roles in other nearby branches.
855 Stockport Street
1296 Ashton Old Road
44 Bridge Street
762 Finchley Road
162 Armada Way
36 Morshead Road
51 Highgate High Street
Stoke Newington High Street
33 Queens Road
46 Castle Street
19 Castle Street
Niddrie Mains Road
28 Hanover Street
16b Cameron Toll Centre
21 Bargate Drive
10 Trysull Road
33 Ludgate Hill
30 London Road
1 Bowhill Terrace
11-13 Albert Road
119 Cathcart Road
226 Union Street
148 Union Street
85 St Vincent Street
180 West George Street
33 Craddock Street
29 The Kingsway
There appears to be a problem loading this video.
Watch this video on YouTube
TSB opened two flagship branches in Birmingham and Aberdeen late last year. This is the first time TSB has launched new purpose built sites.
The new branches have been designed in response to customer research and feedback. TSB customers say they want a mixture of face-to-face and digital services from their bank branch, so this is exactly what the new branches deliver. With 9 out of 10 (87%) customers wanting TSB Partners on hand to help them, the human touch and personal service remains right at the heart of these branches. But, with 3 out of 5 customers (60%) saying they wanted more self-service facilities, the bank has responded to this element too.
The flagship branches are set over two floors and comprise of three main areas:
Transact: Three-in-five (60%) of TSB’s customers said they wanted more self-service machines in branches, so the latest in cash machine technology allows customers to pay in cheques, bills and make other transactions without needing to visit a counter. At the counter, TSB has also removed screens to offer a more relaxed and personal service.
Consult: Almost nine-in-ten (88%) TSB customers wanted TSB Partners on hand to help them with more complex money queries. The new branches have an entire floor dedicated to face-to-face contact, with purpose built meeting rooms to ensure both personal and business customers can discuss their finances, as well as TSB’s services, in privacy and comfort.
Explore: Almost two-thirds (61%) of TSB’s customers said they would benefit from branch Partners being able to help them with mobile and internet banking. Partners in the branch are not only on hand to help customers who have questions about banking online or queries about the TSB app, but the new branches - like all TSB branches - also offer complimentary Wi-Fi. iPads are also readily available in branch for customers to log on to TSB.co.uk.
Finally, large interactive TV screens have been installed, allowing customers to explore what TSB has to offer, including 'how to' videos and information on local news and events.