Our Closure Programme

The way customers bank with us is rapidly evolving, with the vast majority of everyday transactions now being done digitally. Over 2.1 million of our customers now choose to bank online, and over 1.3 million use our Mobile Banking App. Even prior to coronavirus customers were choosing other ways to bank with us, with 50% using services at our cash machines, and 20% using a Post Office®. Over 190,000 customers have been supported through our new online chat service, helping them with queries and other services.

67% of all our customers are now using mobile, online or telephone banking, and in some branches we now see an average of just 20 customers regularly visiting us each week. We need to make sure our branches meet the current and future needs of our customers, and TSB remains committed to face to face services in branch through a network that covers the whole country.  So while we continue to invest in existing and new services and technology, this does mean closing some branches.

We're here to help

If you don’t have access to these alternative services and are worried about not being able to visit a branch, please get in touch. We're now able to support you with many services without the need to visit us. We can 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

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. 

We’re supporting you through the current coronavirus situation

We’re here to help and will continue to do our best to support you during these challenging times. You’ll find the latest information on how we can support you financially including branch opening hours and services on our support page, or if you’re a busness banking customer, on our business support page. 

Fraud awareness

In times of uncertainty it’s especially 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.