Doing what matters for customers

Doing what matters for our customers is at the heart of everything we do. We’ve focused on helping our customers have money confidence during the pandemic. It’s changed the way many of our customers feel about managing their money and impacted household finances in contrasting ways. Lockdowns, social distancing and COVID-secure workplaces have also changed the way banks serve their customers.

The scale of fraud in the UK is enormous. Nearly 300,000 cases of economic crime have been reported to Action on Fraud since March 2020, with current losses at £4 million a day. In the first half of 2020, £200 million was lost to Authorised Push Payment (APP) fraud alone. We are the only bank in the UK to offer a full refund to all our customers who are innocent victims of fraud, whether they are small businesses or individuals, through our fraud refund guarantee.


In 2020, we launched TSB Smart Agent, to free up colleagues to help customers who need us most. This real-time customer chat function, launched in five days, is used by over 1,900 people every day and has already answered over two million customer questions.


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