2021
”A successful year for TSB”
Robin Bulloch, Interim CEO
Helping customers borrow and access the finance they need
Total customer lending at
£37.4bn,
up 12.2%
Helping customers save and manage their money
Total customer deposits at
£36bn
up 4.6%
Strongly capitalised bank
CET1 ratio of
15.8%
Making TSB simpler
and more efficient
reduced
underlying
costs by
3.7%
Statutory profit before tax of
£157.5 million
Serving over
5,000,000
customers
TSB Smart Agent
Supported over 1.1 million customer conversations
Video Banking now accounts for over 70% of mortgage appointments – 25% were out of hours
Over 90% of all bank transactions and 75% of all product sales are through our digital channels
Opened over
137,000
Spend & Save and Spend & Save Plus current accounts
Continue to attract business banking customers with over
17,000
accounts opened
We launched a partnerships marketplace to give more Money Confidence to customers
• ApTap helps customers save money on their bills
• Wealthify enables customers to invest
• Freedom Finance offers customers alternative lending solutions
• Cogo enables customers to understand and instantly see the carbon footprint of their spending
135
branches upgraded to create more inviting spaces for our customers to interact with us
Over 60%
of branches are equipped with self-serve deposit capability and all branches have access to video banking capability
Over 40 ‘pop-ups’ launched this year based in community spaces, to support customers’ banking needs
We are also taking part in UK Finance’s Community Access to Cash pilots
Doing what matters for colleagues, customers and society
TSB is proud to be the first and only retail bank to be accredited by the Good Business Charter
We remain the only bank with a Fraud Refund Guarantee and publish our reimbursement rates in full
Working with Hestia, we were
the first bank to offer Safe Spaces for victims of domestic abuse in all of our branches
training more than 1,500 colleagues to help them
We announced a pathway to Net Zero emissions by 2030
committing to Science Based Targets initiative and joined the Net-Zero Banking Alliance
