Supporting you if you’re in a vulnerable situation

There may be all sorts of reasons you might need us to work with you differently, either in the short term or on a continuing basis. This might be because of your physical or mental wellbeing, or because of a life event you've experienced. We are committed to tailoring our support to your personal, individual needs, whatever they may be. Our partners are here for you when you need us the most.

If you do decide to tell us about your circumstances, we will take the time to understand your requirements, and we'll work together to support you with your banking needs. We can add a support indicator to your account, which means whenever we’re talking with you, we’re considering your support needs.

You can chat to us securely in the TSB Mobile Banking App by clicking on ‘Chat to us’ in the app menu. 

Alternatively, you can call us on 03459 758 758 where you can speak to one of our advisers between 8am – 8pm Monday to Sunday, or visit a branch. The options below contain further information as to how we can help support you.

If you are a Business customer you can call us on 03458 353 858, Monday to Friday 8am to 6pm, Saturday 9am to 2pm (excluding UK public holidays).

At TSB, it's important that however you bank with us, we provide accessible services for all our customers.

That's why we offer such things as: font size and cursor adjustments; magnification; and screen readers. This can really help when using our website. More services are detailed below specific to your accessibility needs

Ways to bank with TSB


More information on accessibility

Accessibility reference can be found at:

For information on any other support needs, please contact us on 03459 758 758 (UK) +44 203 284 1575 (abroad) open 24/7.

Ways we can make banking easier if you’re blind or have visual impairments


Accessible statements, letters and leaflets

You can choose to receive your statements in a variety of ways. Just ask us about Braille, large print, Audio CD, non-standard coloured paper or digital.


ATMs

All our cash machines have a raised dot on the number 5 keypad to help identify the surrounding keys.

Most of our cash machines are audio enhanced allowing you to withdraw cash and check your balance.


Visiting us in branch?

Guide Dogs are welcome in all our branches.

Our branches also have a range of support tools they can order in to support you banking in branch. just ask a Partner about;

  • Chip and signature cards
  • Signature stamps
  • Magnifying screens
  • Bank note guides
  • Cheque book templates
  • Product leaflets in Braille, large print or Audio CD
  • Private meeting rooms
  • The Hidden Disability Sunflower lanyard scheme

Telephone Banking

Visit us in branch or call us on 03459 658 758 to register for Telephone Banking. We’ll send you your Personal Security Number via Text Message. Your Personal Security Number will be active in 5 days. Once active, with this Personal Security Number you can complete all your banking matters on the phone with us.


Nominate a third party to manage your accounts.

We understand that sometimes our customers need help managing their finances. Third Party Access lets you to nominate someone you trust to help you manage your finances. They can carry out your banking needs without having to register it with the authorities. Your nominated party will be able to access your account, pay bills and withdraw money on your behalf. Third Party Access can be cancelled at any time. This makes it a suitable solution for short term or temporary delegated authority. To register your trusted nominee, visit or call your local branch to set up an appointment or visit https://www.tsb.co.uk/help-and-support/third-party-access/.

If you need longer term support, registering a power of attorney may be the right decision for you. Find out how to register a Power of Attorney by clicking here.

How we can make banking easier if you’re deaf or have hearing impairments


Visiting us in branch?

All our branches have induction loops fitted in the secure cash areas, such as counters and cash machines. We are also part of the Hidden Disability Sunflower lanyard scheme.

SignVideo – In branch or on the telephone

Using SignVideo, you can communicate with branch Partners via a British sign language interpreter. Just let our branch Partners know you would like to use our SignVideo service during your appointment.

You can also use SignVideo at home when calling us using our Telephone Banking Service. Simply click on the below logo, and when you’re connected, tell them you are calling TSB.

Personal Banking
  Personal Banking

      Business Banking
 
BT Text Direct

Type 18001 before the telephone number you want to call. A RNID (Royal National Institute for Deaf People) operator will join you on your call to speak with us as you send and receive text messages.
 

TSB webchat service

You can chat to us using our webchat service. We can support you with setting up online banking, and other simple banking tasks such as checking your account balance.
 

Online banking

Online banking lets you bank whenever you want, wherever you want. To set up online banking, here’s our easy read PDF guide.
 

Mobile banking

Using our Mobile App, you can check your balance, view your statements, make payments and see your cards. To set up mobile banking, here’s our easy read PDF Guide.
 

Nominate a third party to manage your accounts

We understand that sometimes our customers need help managing their finances. Third Party Access allows you to nominate someone you trust to help you manage your finances. They can carry out your banking needs without having to register it with the authorities. Your nominated party will be able to access your account, pay bills and withdraw money on your behalf. Third Party Access can be cancelled at any time. This makes it a suitable solution for short term or temporary delegated authority. To register your trusted nominee, visit or call branch to set up an appointment or visit https://www.tsb.co.uk/help-and-support/third-party-access/.

If you need longer term support, registering a power of attorney may be the right decision for you. Find out how to register a power of attorney by clicking here.

How we can make banking easier to access our branches, telephone banking or internet banking
 

Visiting us in branch?

Most of our branches have the following facilities to help make banking easier and more accessible for you.

  • Low level counters
  • Low level ATMs
  • Call Assistance bells at the entrance of our branches
  • Ramps/lifts to access branch and steps within branch
  • Private meeting rooms
  • The Hidden Disability Sunflower lanyard scheme

Our branches also have a range of support tools they can order in to support you banking in branch. Just ask a Partner about:

  • Chip and signature cards
  • Signature stamps
  • Magnifying screens
  • Cheque book templates
  • Product leaflets in Braille, large print or Audio CD

Please use our Branch Locator to find your nearest branch.
 

Telephone Banking

Visit us in branch or call us on 03459 658 758 to register for Telephone Banking. We’ll send you your Personal Security Number via Text Message. Your Personal Security Number will be active in 5 days. Once active, this Personal Security Number will allow you to complete all your banking needs over the phone with us.

TSB webchat service

You can chat to a TSB Partner using our webchat service. We can support you with setting up online banking, and other simple banking tasks such as checking your account balance.
 

Online banking

Online banking lets you bank whenever you want, wherever you want. To set up online banking, here’s our easy read PDF guide.
 

Mobile banking

Using our Mobile App, you can check your balance, view your statements, make payments and see your cards. To set up mobile banking, here’s our easy read PDF guide.

Nominate a third party to manage your accounts

We understand that sometimes our customers need help managing their finances. Third Party Access allows you to nominate someone you trust to help you manage your finances. They can carry out your banking needs without having to register it with the authorities. Your nominated party will be able to access your account, pay bills and withdraw money on your behalf. Third Party Access can be cancelled at any time. This makes it a suitable solution for short term or temporary delegated authority. To register your trusted nominee, visit or call branch to set up an appointment or visit https://www.tsb.co.uk/help-and-support/third-party-access/.

If you need longer term support, registering a power of attorney may be the right decision for you. Find out how to register a power of attorney by clicking here.

Third party advice and articles that could help you
 

www.actiononhearingloss.org.uk0808 808 0123

www.actionforblindpeople.org.uk0303 123 9999

www.abilitynet.org.uk0800 269 545

Visiting us in branch?

Our branches are part of the Hidden Disabilities Sunflower lanyard scheme. Wearing the Hidden Disabilities Sunflower lanyard will let us know that you may need extra support or a little more time.

If you or someone you know has a hidden disability and would like a lanyard, you can collect one for free from any of our branches (subject to availability).

How can we help?

If you need help with something specific, please tell us what it relates to by typing it into the box below, or scroll down for help on other topics, including complaints:

Find a branch

Support with a life event such as:

Help with communicating with us

  • Dyslexia or dyscalculia

  • Learning impairments

  • Memory impairments

  • Chat to us about your tailored support needs in the TSB Mobile Banking App.

Help with a long term illness

  • Cancer

  • Auto immune disease

  • Parkinsons

  • Dementia

Helping you manage and understand your finances

Supporting you with your mental wellbeing, for example:

If you’re concerned about your mental wellbeing or how coronavirus (COVID-19) is affecting your health, below are some charities that can support you through this time.

Third party advice and support 

www.mind.org.uk
www.rethink.org  
www.samaritans.org 

Interesting reads? 

Money Saving Expert explores how your mental health can impact managing your finances.

Register for mobile banking

We’re open anytime and anywhere. Take care of your day-to-day banking when you need to.

Set up mobile banking

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