30 November 2021

TSB announces closure of 70 branches as branch use declines further and more customers bank digitally

  • TSB will continue to have 7th largest branch network with over 200 branches
  • No closures where TSB is currently “last branch in town”
  • 10 further ‘pop-up’ branches to be opened
  • 150 fewer roles but all impacted staff to be offered alternative roles at TSB

TSB has today announced it will close 70 branches in 2022 as it responds to declining branch use and increasing numbers of customers switching to digital banking services.

In recent years, the bank has seen a significant decrease in branch use, with the average number of transactions per branch falling since January 2019 and no prospect of branch transactions returning to pre-Covid levels.

Two years ago, TSB set out its intention to reduce its branch network and invest in digital services, as part of its strategy to meet the future needs of customers, but the Covid-19 pandemic has further accelerated the shift away from branch services, with customers shopping and doing more online. Over 90% of customer transactions are now carried out digitally and video banking accounts for over 90% of mortgage appointments.

The branches that will close carry out around a third (32%) fewer transactions than the TSB national average. There is also a Post Office or free to use ATM within a mile of each closing branch.  

TSB’s Chief Customer Officer Robin Bulloch said: 

“Closing branches is an incredibly difficult decision to take, but we have to respond to the changes in the way people bank and provide the right mix of services for all our customers now and into the future. 

“These changes allow us to maintain an extensive branch presence across the country. They are accompanied by a significant investment programme to upgrade branches to better suit customer needs. And, where it takes longer to get to the nearest branch, we will introduce more ‘pop-up’ services in communities.”

TSB remains committed to a UK-wide branch network and following the changes, will have 220 branches, remaining the 7th largest branch network in the UK. Once complete more than 90% of TSB customers will still be able to travel to a TSB branch in 20 minutes or less. 

By the end of the year, TSB will also have upgraded around 140 branches to help deliver the best experience for TSB’s personal and business customers, including introducing new technology and creating a more open and flexible layout so they deliver what customers need.

The bank has already opened ‘pop-up’ services in 41 communities across the country where it takes longer to get to the nearest branch. A further ten are planned following this announcement.

At ‘pop-ups’, TSB advisors provide face-to-face support, including making payments, providing product information and helping customers get started with digital banking. 

As with previous closures, additional support will be provided to vulnerable customers, including one-to-one advice on their banking needs, such as digital skills training and alternative ways to bank. They will also be contacted personally in advance of a branch closure to make them aware of the changes.  

All staff impacted by these changes will have the opportunity to move to an alternative role in TSB.  
 

The information contained in this press release is intended solely for journalists and should not be used by consumers to make financial decisions. ‚Äč

Notes to editors

  • Locations of branch closures can be found here 
  • ‘Pop-up’ services will be introduced in Bishops Stortford, Camberley, Fort William, Greenwich, Harlesden, Louth, Redcar, Stranraer, Thurso, and Tunbridge Wells.
  • As of 29 November 2021, TSB has 290 branches. At the end of June 2022, TSB will have 220 branches.
  • TSB will have upgraded around 140 branches by end of the year to deliver the best experience for TSB’s personal and business customers. 
  • TSB will retain the 7th largest branch network in the UK. 
  • ‘Pop-up’ branches support customers with their banking needs such as making payments, getting help with products and services, accessing cash from the Post Office and assistance with bereavements. They are located in popular locations already used by members of the local community for other services like town halls, libraries or community centres.
  • TSB is part of the UK Finance Access to Cash working group, which was set up to make sure that everyone continues to have access to cash for as long as they need it.
  • All facts and data in this press release are correct as of 30 November, 2021. 
     
About TSB

TSB is a UK retail bank with a trusted customer brand and heritage stretching back to the start of the savings bank movement 200 years ago. TSB offers full retail banking to more than five million customers, online, digitally, via phone and through our branch network. In August last year we launched our Do What Matters Plan, which commits to creating social and environmental, as well as economic value.