07 June 2016

TSB continues to deliver £250 million investment programme in branch and digital services

New flagship branch concept revealed with first two sites announced.
Further upgrades planned to modernise and fine tune the branch network including, 10 refurbishments, 25 closures and around 100 refits.


In April 2015, TSB announced a £250million investment programme to ensure its branch and digital offerings meet evolving customer demand. Today, the Bank announces the next phase of the programme to upgrade, modernise and fine tune its network to ensure it has the right branches in the right places.

New flagship branches to open

TSB, which was launched back on to high streets across Britain in September 2013, reveals plans to open new flagship branches, the first of which will be in Birmingham and Aberdeen. This is the first time TSB will launch new purpose built sites, both of which will open their doors to customers before the end of this year.

With 58% of TSB customers saying it is important to have branches near to where they regularly travel to, the new centrally located sites will be ideally placed for people travelling through both cities.

The new branches have been designed in response to customer research and feedback. With TSB customers saying they want a mixture of face-to-face and digital services from their bank branch, this is exactly what the new branches will deliver. With nine in 10 (87%) people requesting more TSB Partners on hand to help them, the human touch and personal service remains right at the heart of these branches. But, with three in five (60%) wanting more self-service facilities, the bank has boosted this element too.

The flagship branches will be set over two floors and comprise of three main areas:

Transact: Three-in-five (60%) of TSB's customers said they want more self-service machines in branches, so the latest in cash machine technology will allow customers to pay in cheques, bills and make other transactions without needing to visit a counter. At the counter, TSB will remove screens to offer a more relaxed and personal service.

Consult: Almost nine in 10 (88%) TSB customers want TSB Partners on hand to help them with more complex money queries. The new branches will have an entire floor dedicated to face-to-face contact with purpose built meeting rooms to ensure both personal and business customers can discuss their finances, as well as TSB's services, in privacy and comfort.

Explore: Three-in-five (61%) of TSB's customers said they would benefit from branch Partners being able to help them with mobile and internet banking. Not only will Partners in the branch be on hand to help customers who have questions about banking online or queries about the TSB app, the new branch, like all TSB branches, will also offer complimentary Wi-Fi. iPads are also readily available in branch for customers to log on to TSB.co.uk.

Finally, large interactive TV screens will be installed allowing customers to explore what TSB has to offer, including 'how to' videos and information on local news and events.

More detail on the innovative design of the new flagship branches can be found here .

Ensuring the branch network is fit for the future

As part of TSB's on-going strategy to ensure it has the right branches in the right places, TSB is fully refurbishing 10 branches and refitting around 100 others to upgrade and modernise its network. These branches will offer better technology, more facilities and improved services, including more self-service facilities and more TSB Partners on hand to help customers.

There are 13 towns and cities where TSB has multiple branches in close proximity and customers are showing a clear preference for one branch above another. As a result the Bank will close 25 of the less well used outlets by the end of April 2017 and invest in the busier ones. This investment is part of TSB's ongoing commitment to providing a strong branch network.

47% of the population will continue to live within two miles of a TSB branch. There will be no compulsory redundancies and TSB Partners in these locations will be relocated to another branch close by so no partner will have to work more than 10 miles from where they do now. This follows consultation with TSB's unions, Unite and Accord.

Peter Navin, Distribution Director, TSB, said:"Technology is increasingly popular with our customers but they are telling us that there are also times when only face-to-face contact will do. For example, when people are making a big decision, such as buying a new home, or when they need a helping hand. It's at these times the human touch really makes a difference.

"This is why we are continuing to invest in our branch network as well as our digital offering and we're excited to be opening new flagship branches in Aberdeen and Birmingham later this year.

"We've made a commitment to our customers to keep delivering the type of banking they want and deserve; a key part of that is having the right branches in the right places."

For more information on TSB's branch programme, including a list of closing branches, please visit www.tsb.co.uk/investors/our-branch-programme

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Notes to editors

More information on TSB's branch strategy can be found here http://www.tsb.co.uk/investors/our-branch-programme/

ConurbationClosing branchesExpected date of closureBranches being refittedExpected date of opening

33 Queens Road, Aberdeen, AB15 4ZN

19 Union Terrace, Aberdeen, AB10 1WH

46 Castle Street, Aberdeen, AB11 1HH

December 2016

St Nicholas Street, Aberdeen -New flagship branchNovember 2016 
Basildon1 Main Centre, Laindon, Basildon, Essex, SS15 5TFJanuary 2017  

79 Long Acre, Birmingham, B7 5JH156

13 Temple Street, Birmingham, B2 5BN

7 Kings Parade, Dale End, Birmingham, B4 7LT

October 2016 



December 2016


December 2016


Alum Rock Road, Saltley, Birmingham, B8 1HU 


131-132 New Street, Birmingham - New flagship branch


November 2016




November 2016

 Bournemouth5-6 Lansdowne Crescent, Bournemouth, BH1 1RY April 2017 81 Old Christchurch Road, Bournemouth, BH1 1EW  April 2017
 Denny33 Church Walk, Denny, FK6 6DF*July 2016   
 Dundee96 Albert Street, Dundee, DD4 6QH November 2016  

19 Castle Street, Edinburgh, EH2 3AF


Niddrie Mains Road, Craigmillar, Edinburgh, EH16 4BG

November 2016

28 Hanover Street, Edinburgh,EH2 2DS


16b Cameron Toll Centre, Lady Road, Edinburgh, EH16 5PB

October 2016 
 Fleetwood13 Lord Street, Fleetwood, Lancashire, FY7 6DX November 2016   
 Glasgow238 Ayr Road, Newton Mearns, Glasgow, G77 6AA18 November 2016 Busby road, Clarkston, Glasgow, G76 7XL November 2016 

33 Ludgate Hill, London, EC4M 7BE

Stoke Newington High Street, London, N16 0PJ

51 Highgate High Street, London, N6 5LA

762 Finchley Road, Golders Green, London, NW11 7TH

44 Bridge Street, Pinner, Middlesex, HA5 3JJ

November 2016


January 2017


April 2017


April 2017


April 2017 



 174 Clapton Common Road, Stamford Hill, London, E5 9AQ

19 Highgate Hill, Archway, London, N19 5LS




December 2016


March 2017 





37 Regent Crescent, Trafford Centre, Manchester*

855 Stokeport Road, Levenshulme, Manchester, M19 3PW

1296 Ashton Old Road, Higher Openshaw, Manchester M11 1JG

June 2016



April 2017 







574 Stockport Road, Longsight, Manchester, M13 0RQ 






April 2017



 Plymouth103 Wolseley Road, Ford, Plymouth, PL2 3BLApril 2017 162 Armada Way, Plymouth, PL1 1LB April 2017 

21 Bargate Drive, Whitmore Reans, Wolverhampton, WV6 0QW

10 Trysull Road, Bradmore, Wolverhampton, WV3 7HT2


November 2016

Queen Street, Wolverhampton, WV1 3JXOctober 2016

Research carried out with TSB customers in May 2016.

TSB was built to bring more competition to British banking - to be a real challenger to the big banks and to deliver the kind of banking the people of Britain want. TSB only serves local customers and local businesses, to help fuel local economies because communities thriving across Britain is a good thing for all of us.

We have a simple, straightforward and transparent banking model and make clear on our website how we operate and make money. We offer the products and services people tell us they want, with none of the funny stuff people normally associate with traditional banks.

Our 4.8 million customers, award winning mobile and digital banking, nationwide network of around 600 branches and 8,500 Partners mean we are big enough to make a difference, but small enough to be an agile challenger to the entire market.

For further information about TSB Bank plc, please visit our website www.tsb.co.uk.



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