We know the way people do their banking is changing. So we’re investing £250 million in our branches and digital services to offer customers the choice they want: great face to face and digital banking.
In the last two years, we’ve redesigned over 150 branches and given six figure upgrades to around 40 branches. Our upgraded branches now offer better technology and improved services, including more self-service facilities and more TSB Partners on hand to help.
And we’re very proud that, at the end of last year, we opened two brand new flagship branches in Aberdeen and Birmingham.
Local branches, local decisions
We’ll continue to upgrade some branches and open new ones, but this does mean that we’ll also close some branches.
We’ve committed to carrying out local, comprehensive Branch Reviews to understand how branch closures might affect each community, and in 2016 we signed up to the Access to Banking Protocol to help us do that.
You can find a Branch Review available at each closing branch, and you can also find them all here. They explain the local information we’ve gathered as part of the review and how we made the decision to close the branch. The reviews also include details about banking alternatives in each local area, including our agreement with the Post Office® for basic branch services.
There will be no compulsory redundancies as a result of these changes. All Partners in any closing branches will be offered roles in other branches.
Extra help with your banking
We’re taking great care to help our customers with the changes. If you find travel difficult or need extra help, please talk to one of our Partners when you’re in branch. They’ll help you find other ways to do your banking.
Our Partners are also offering ‘get me started on digital’ meetings which are open to everyone. Please ask one of our Partners if you’d like to find out more.
Even better banking
Our two new flagship branches opened in Birmingham and Aberdeen in December last year. This is the first time we’ve launched brand new branches and we’re incredibly proud of our new designs. We asked customers what changes they would like to see in our branches, and their ideas are at the heart of our design.
60% of TSB customers said they wanted more self-service machines in branches. We’ve installed the latest self-service machines that let customers pay in cheques, pay bills and make other transactions. All without needing to visit a counter.
88% of TSB customers wanted TSB Partners on hand to help them with more complicated money matters. The new branches have an entire floor dedicated to face-to-face conversations, with purpose-built meeting rooms so customers can discuss their finances, as well as TSB’s services, in privacy and comfort.
61% of TSB customers said they would like help from branch Partners with Mobile and Internet Banking. We’ve made sure that some Partners are on hand to help customers with questions about online banking or the TSB app. All our branches now offer free Wi-Fi and iPads are available in branch for customers to log on to tsb.co.uk.
We've also installed digital screens internally and externally, and a large interactive TV screen. These let customers explore what TSB has to offer, including 'how to' videos and information on local news and events.
This great mix of face-to-face and digital services are what customers told us they wanted. It’s digital banking with a human touch.
We look forward to seeing you soon in one of our new branches.