Our Closure Programme.

The way customers bank with us is changing, with the vast majority of everyday transactions now being made digitally. Over 2.2 million of our customers now choose to bank online, and over 1.6 million use our Mobile Banking App. Even before COVID-19 customers were choosing other ways to bank with us, and we now have 44% using services at our cash machines and 24% using a Post Office®. We have supported over 1.1 million customers through our online chat service, and our customers continue to use our telephone and new video banking services.

We remain committed to face-to-face services through a branch network that covers the whole country, and over 90% of our customers are within a 20-minute drive to their closest branch. However, we need to make sure our branches meet the current and future needs of our customers, so we've looked carefully at our branches and how they are used, and we’ve taken the decision to close some of them.

Our Mobile Money Confidence Experts are here to help.

We’ve now introduced new TSB pop-ups in around 40 communities across the country, with another 10 planned. So if you need a face-to-face chat about your money, you’ll be able to meet with one of our Mobile Money Confidence Experts. They’ll be available one day a week 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. 

Find out more about our Mobile Money Confidence Experts and the locations of our pop-ups.

We're here to help.

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:

• How to set up third party access.

• Support with bereavement or caring for a relative.

• Fraud prevention.

• How to register for mobile, online and telephone banking.

• Business banking.

• The local Post Office® services available.

Our handy guide has lots more details on how we can support you.

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. 

Access to Banking Standard.

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:

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, what questions we’ve been asked, and what we’ve done as a result. 

Fraud awareness.

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.