The actions we have committed to under our Do What Matters 2025 plan focus on delivering social good by supporting financial and social inclusion and encouraging fair business practice. We take a leading position on tackling issues affecting many of those we serve. But we know there is more work to be done.
Protecting customers from the impacts of fraud
We are the only bank in the UK to offer a full refund to all customers who are innocent victims of fraud.
“When I realised I had been scammed, my self confidence was completely destroyed. I was extremely fortunate that my bank, TSB, turned this awful experience into a positive one.”
We support victims of domestic abuse.
Partnering with Hestia, we provide Safe Spaces to victims of domestic abuse in all our branches and online, regardless of whether they bank with us. Our Emergency Flee Fund provides existing customers who are impacted by domestic abuse with a payment of £50 to £500 to help escape an abusive relationship. All our branch colleagues are trained to spot signs of domestic abuse and to support those in need.
“Businesses have a unique role in breaking the silence around domestic abuse. By providing a Safe Space in their banks, TSB will help us reach many more victims of domestic abuse, ensuring they get the specialist help and advice they need. We hope many more businesses will follow their lead and support this scheme.”
We pay our suppliers promptly.
As a signatory of the Prompt Payment Code, TSB is required to pay 95% of invoices within 60 days. At TSB, we have gone a step further and voluntarily committed to pay our small suppliers in less than ten days. We even exceeded these ambitious targets in 2022, paying 98% of small and medium suppliers within seven days.
42% of our senior roles are held by women.
We want TSB to be a truly diverse and inclusive workplace – somewhere our colleagues feel they belong and can bring their whole selves to work.
TSB is a carer confident ambassador employer.
TSB offers a range of support to colleagues with caring responsibilities when they need it most from flexible approaches to work, different paid and unpaid leave options, including up to 70 hours paid leave per year.
Our parental policy gives all parents, regardless of gender, equal leave with their child.
This makes us one of the first major employers in financial services to offer inclusive leave.
“It’s very important today to have equal opportunities for parental leave. Looking after a baby is a full-time job, so it allows couples to plan properly for having, or adopting, children and freeing up so many new possibilities for primary and co-parents. It’s reassuring to see TSB align their HR policies to recognise equal opportunities and better inclusion.”