The way customers bank with us is changing with over 90% of transactions now being made digitally. Over 2.2 million of our customers now choose to bank online, and over 1.8 million use our Mobile Banking App. Customers are also choosing other ways to bank with us, with 70% using services at our cash and self-serve machines and 28% using a Post Office®. We have had over 2 million conversations with our customers through our online chat service and customers continue to use our video and telephone banking services. We now also have Mobile Money Confidence Experts available across the country.
We need to make sure our branches meet the current and future needs of our customers, so we’ve looked carefully at some of our branches and we’ve taken the decision to close a small number of them. But we remain committed to face-to-face services through a branch network that covers the whole country. Over 90% of our customers are within a 20-minute drive to their closest branch, or the location of a Mobile Money Confidence Expert at our Pop-ups or Banking Hubs. We’re also opening new Pods in locations across the UK.
We’re here to support customers through the changes. Our handy guide explains all the ways you can bank with us, including:
Support with bereavement or caring for a relative.
Banking with a trusted friend or family member.
How to register for mobile, online or telephone banking.
Our Mobile Money Confidence Experts are here to help.
Our Mobile Money Confidence Experts are available in around 45 communities, including at our Pop-ups, Pods and Banking Hubs. So if you need a face-to-face chat about your money, they’re available at an accessible location, and can help with most of your banking needs, including:
Support with managing your money.
Internet and Mobile Banking trouble shooting.
Managing finances if you’ve suffered a bereavement.
Help with general product enquiries.
Banking Hubs have started to open across the UK, so that vital cash and banking services can be provided where they are needed most. A Banking Hub operates in a similar way to a branch and the counter service is run by the Post Office®. TSB customers can withdraw and deposit cash, make bill payments and other transactions.
We're now able to support you with many services without the need to visit a branch. If you would like help with any of our services, please get in touch. We can book telephone, video or face-to-face appointments to talk through all the ways we can support you, including:
Our handy guide has lots more details on how we can support you.
Talk with a Mobile Money Confidence Expert.
If you need to speak with us directly, but are unable to visit a branch, you can book a video or telephone appointment with a Money Confidence Expert for a range of services and support. They’re available 7 days a week, Monday - Friday 8am to 8pm, Saturday 9am to 5pm and Sunday 10am to 2pm.
Or call us on 03459 758 758, if you’re a business customer call 0345 835 3858.
We understand that there are lots of different reasons you may need us to work with you differently, either now or in the future. You may need extra support with your wellbeing due to a life event, or because you find yourself in a vulnerable situation. We have lots of information on how we can support you.
Before we reach a decision to close a branch, as part of our commitment to the Access to Banking Standard, we carry out a full local analysis to understand the impact the closure may have on the community, which includes:
How customers use the branch now.
The current in-branch services available.
Local banking alternatives such as Post Office® branches.
Other ways our customers choose to bank with us.
How customers use of the branch has changed over time.
The impact on customers who may need additional support.
Whether we own or lease the branch building.
The public transport services available in the area.
As part of our Branch Review we talk with key members of the local community to understand any impact a permanent closure may have. We’ll be publishing our Community Engagement summary six weeks before the planned closure date. It will include information about who we’ve spoken with about the closure, any feedback we’ve received and what we’ve done as a result of the feedback.
It’s important to remain vigilant and wary of unexpected phone calls, texts or emails from fraudsters. Find out more information about how to protect yourself from fraud, and our Fraud Refund Guarantee.