30 September 2020

TSB announces branch network changes

TSB to retain and invest in national branch network of 290 branches – the 7th largest in the UK

TSB has today announced it will close 164 branches as the Bank continues to implement its three-year strategy announced in November 2019.

As part of today’s announcement and other wider changes in its business, TSB is removing around 900 roles. It is anticipated the vast majority will be colleagues who come forward for voluntary redundancy.

The changes have been driven by a significant shift in customer behaviour, including a reduction in the number of customers using branches and a significant acceleration in digital adoption.

As part of TSB’s strategy, the Bank had previously set out its intention to reduce its branch network in order to remain competitive compared to the wider industry. These changes today accelerate the pace of the overall branch transformation.

Debbie Crosbie, Chief Executive of TSB, said:

“Closing any of our branches is never an easy decision, but our customers are banking differently – with a marked shift to digital banking.

“We are reshaping our business to transform the customer experience and set us up for the future. This means having the right balance between branches on the high street and our digital platforms, enabling us to offer the very best experience for our personal and business customers across the UK.

“We remain committed to our branch network and will retain one of the largest in the UK.”

Robin Bulloch, Customer Banking Director at TSB, said:

“Alongside these changes, we will continue to invest in our remaining branch network to offer high quality banking services, fully integrated with improved digital capability.

“We are working to ensure the transition towards digital – which is being seen right across the economy – is handled sensitively and pragmatically for our colleagues and customers. We’re taking steps to support vulnerable customers and those in rural locations.”

Branches earmarked for closure have been selected to ensure 94% of TSB customers can travel in 20 minutes or less to a branch, and the new network will have an average of 17,000 customers per branch, which remains below the UK average. The network will be the 7th largest in the UK.

TSB continues to reshape its business to ensure its network is fit for the future, and that its digital channels are best in class to meet growing customer needs.

TSB’s digital services have been bolstered by its partnership with IBM Cloud which allows the Bank to roll out secure digital offerings at pace. This partnership saw TSB launch TSB Smart Agent, a new online chat function that went live within a matter of days during the Covid-19 lockdown.

Despite the strategic focus on enhanced digital services, TSB remains strongly committed to providing direct face-to-face support for all its personal and business customers. The network of 290 branches will offer a comprehensive range of personal and SME services, with the majority open on Saturdays and at times best suited to customers. TSB will provide its branch staff with industry-leading training, accredited by the Chartered Banker Institute, to help customers with their more complex needs and improve their money confidence.

In addition, TSB is further enhancing its partnership with the Post Office including adding the ability for personal customers to deposit and withdraw cash using a card, and for business customers to exchange cash for coins / notes.

Alongside this, TSB is pleased to be partnering with G4S Cash Solutions to set up a cash collection service for its business customers.

TSB will introduce 100 mobile advisors to provide additional support to some communities across the country where branches are closing. TSB plans to work with local authorities and key community organisations to identify suitable locations for mobile advisors.

TSB is making a total of 969 role reductions while 120 new operational roles are being created meaning there will be an overall net reduction of 849 roles. Changes are being made across the branch network, and in mortgages and customer service operations teams. Where possible, role reductions will come through voluntary redundancy and TSB is implementing a comprehensive training programme to support those leaving the business find future roles. TSB has consulted with its recognised unions Accord and Unite.

Media Contacts

Supreet Thomas, Head of Communications
T: 07519 502 123 | supreet.thomas@tsb.co.uk

Joseph Eyre, Senior Communications Manager
T: 07483 432546 | joseph.eyre@tsb.co.uk

George Gordon, Communications and Corporate Affairs Director
T: 020 7003 9369 | george.gordon@tsb.co.uk

Notes to editors

  • Locations of branch closures will be announced later this afternoon after TSB’s impacted employees are informed. Locations will be available at https://www.tsb.co.uk/our-branches/.
  • Branches earmarked for closure are on average less than 0.3 miles to the nearest post office, and under 0.1 miles to the nearest free ATM.
  • As at 30 September, TSB has 475 branches. TSB had already announced a further 21 closures before the end of 2020 and will be closing 164 branches in 2021. At the end of 2021, TSB will have 290 branches.
  • TSB inherited its branch network in 2013 and it includes a number of locations where it is difficult to deliver the modern branch service customers expect today.
  • TSB announced a £120m investment in digital innovation in November 2019.
  • The rate of customer registrations for TSB’s mobile banking app continues to increase and is now almost 4,000 every day.
  • The proportion of transactions processed by TSB through digital or automated channels was more than 90% when TSB announced its strategy in November 2019, and it continued to grow during the Covid-19 outbreak and as TSB has increased digital functionality.
  • TSB’s digital service continues to be stable (currently ranked 19 out of 30 banks in the FCA’s latest IT outage report, with number 1 having the highest number of incidents).
  • Following these changes, TSB will have the 7th largest branch network in the UK. TSB will have more branches than Virgin Money and Coop Bank combined, around four times as many as South-East focused Metro.

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