When we launched TSB in 2013, we set out to bring more competition to UK banking and ultimately make banking better for all UK consumers. Four and a half years since launch, I’m really pleased to have seen a real vote of confidence in TSB, as the Bank continued to grow, customers moved their banking to us and our high-tech transformation really gathered pace in 2017.
Through the year, we helped nearly 1,000 customers a week to buy their own home or get a better mortgage deal with TSB, and around 1,000 customers a day brought their banking to us. In September, TSB customers became the first in Europe to use iris scanning security with their mobile app, and in November they were among the first in the world to use Apple’s new facial recognition technology for mobile banking with the iPhone X. In November, we also unveiled our new state-of-the-art banking platform to journalists, analysts and TSB Partners. TSB Partners are already using the new platform for bank account services, and mortgage brokers are using the platform to access TSB mortgages.
As we continue to grow, we must also continue to provide the excellent levels of service that our customers want and deserve – and have now come to expect from TSB. Serving customers brilliantly sits at the heart of TSB, and our customers’ opinions and suggestions are so valuable in helping to shape the way we do business.
This year, we’ve been working hard to make it as easy and straightforward as possible for our Partners to capture what our customers are telling us – so we can make sure we can put things right as quickly as possible. All the TSB Partners supporting our customers day-in day-out receive regular training to ensure we’re doing everything we can to help.
When we receive a complaint, we do our very best to resolve it quickly and correctly. I’m pleased to say that in the second half of 2017 we resolved more than nine out of 10 complaints (banking and credit cards) within three days. We also resolved over three quarters (75.3%) of home finance complaints within three days.
Like all banks, we share these complaints numbers twice a year at the request of our regulator the Financial Conduct Authority (FCA) to help customers understand banks’ overall performance. In total, we received 39,070 complaints during the second half of 2017.
Of course, there are unfortunately times when a customer doesn’t agree with the decision we’ve made. When this happens, customers can ask the Financial Ombudsman, an independent dispute resolution service, to review their complaint. Where a complaint is upheld by the Financial Ombudsman we look at what went wrong so we can improve in the future.
Looking forward, it’s important to us that we continue to deliver excellent service to our customers. In 2018, we’re also starting to put the pieces in place to bring more competition to the small business banking market. There are 5.7 million hard-working small businesses across the UK that are the lifeblood of the UK economy – and we want to deliver the kind of banking experience these small businesses across Britain want, and we believe they deserve.
I’m really excited for the future for our customers with TSB; as we continue on our mission to bring more competition to UK banking and ultimately make banking better for all UK consumers – and soon small businesses too.
If you have any comments you’d like to share with us you can do it here.
|H2 2017 TSB||Number of complaints opened by volume of business|
|Product/service grouping||Provision (at reporting period end date)||Intermediation (within the reporting period)||Number of complaints opened||Number of complaints closed||Percentage closed within 3 days||Percentage closed after 3 days but within 8 weeks||Percentage upheld||Main causes of complaints opened|
|Banking and Credit Cards||4.3 Per 1000 accounts||N/A||36,073||36,058||91.6%||8.1%||56.7%||general admin/customer service|
|Home Finance||7.8 Per 1000 accounts||N/A||1,957||1,950||75.3%||22.9%||62.2%||general admin/customer service|
|Insurance and Pure Protection||N/A||0.8 Per 1000 sales||68||69||87.0%||11.6%||73.9%||general admin/customer service|
|Decumilation and Pensions||N/A||N/A||N/A||N/A||N/A||N/A||N/A||N/A|