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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 could be because of your physical or mental wellbeing, difficulty understanding and managing money 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. All our colleagues 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. Don’t worry, anything you share won’t impact your credit rating.

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.

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?

Assistance 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 758 758 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

 

Third party advice and articles that could help you

https://www.rnib.org.uk/ - 0303 123 9999

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.

Hearing loops

All our branches have a hearing loop system to support you if you need it. To use our hearing loop please ensure that you hearing aid is switched to the ‘T’ position. Branch colleagues can make sure the system is switched on for you.

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.

BT Relay UK 

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 our third party access page.

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.
 

Third party advice and articles that could help you

www.actiononhearingloss.org.uk – 0808 808 0123

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 758 758 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 our third party access page.

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..

Third party advice and articles that could help you

www.abilitynet.org.uk – 0800 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).

Hidden disabilities sunflower

Sometimes you might want to speak to someone else about your personal circumstances. We’ve listed below a few of the charities you may find helpful.

We’re here to help you feel money confident.

How telling us can help

During our lives, many of us may experience mental health conditions. These conditions can sometimes make dealing with money and finances difficult. We’re here to help you through these times by offering additional support.

Any information you tell us about your mental health is confidential. We only use it to help you and it won’t affect any products or services you take with us. We’ll listen to your needs and explain what we can do to help you. You can tell us in branch, by telephone or in the chat with us feature of our mobile app.

Making banking easier for you

Difficulties remembering your pin?

  • We can change your card to a chip & signature card.
  • Use your card contactless for transactions up to £100.
  • Use your smartphone for contactless payments through Apple Pay or Google Pay.

Appointments

  • We can arrange longer appointment times for you where we take the time to explain everything and make sure you understand.
  • Your appointment can be in a private meeting room.
  • If you have a support worker, you can bring them with you.
  • You can take paperwork home to read and decide in your own time. You can then come back to complete what you wanted to do.
  • Some appointments can be done from your home by telephone or video call.

Visiting a branch

Not all disabilities are visible – some are hidden and not immediately obvious. That’s why TSB support the Sunflower Lanyard Scheme. If you're wearing one, our colleagues will understand that you may need some additional support. Hidden Disabilities Sunflower lanyard.

Managing your account online or via our mobile banking app

Our mobile banking app can help you manage your account in a way that suits you. Its features:

  • Freeze you card
  • Get PIN reminder
  • Add gambling block
  • Pay in a cheque
  • Fingerprint or face ID – log on securely without needing your password

External support

Sometimes you might want to speak to someone else about your personal circumstances. We’ve listed below a few of the charities you may find helpful.

We’re here to help you feel money confident.

How telling us can help

Dealing with a terminal illness or a life changing diagnosis can put you under an enormous amount of pressure and personal finances are one of the most talked about concerns our customers face.

Any information you tell us about your health is confidential. We only use it to help you and it won’t affect any products or services you take with us. We’ll listen to your needs and explain what we can do to help you. You can tell us in branch, by telephone or in the chat with us feature of our mobile app.

Making banking easier for you

  • You can nominate someone to help you manage your account, this is called third party access (informal) or Power of Attorney (formal).
  • If you need to discuss your banking, we can arrange an appointment to suit you. We offer face-to-face, telephone and video appointments.
  • We can look at repayment holidays on loans and mortgages (subject to approval).
  • We can support you with budgeting. Our Money Worries page has lots of helpful information.
  • Show you charities that can help with benefit claims and financial aid.

Managing your account online or via our mobile banking app

Our mobile banking app can help you manage your account in a way that suits you. Its features:

  • Fingerprint or face ID – log on securely without needing your password
  • Pay in a cheque (mobile app)
  • View statements
  • Transfer money
  • Pay bills
  • Cancel standing orders and Direct Debits
  • Chat to us

External support

Sometimes you might want to speak to someone else about your personal circumstances. We’ve listed below a few of the charities you may find helpful:

How can we help?

Trouble logging in or need help with your banking? Head to Help and Support for answers.

Get help

Find your local branch


 

Visit our branch locator

TSB Bank plc. Registered office: Henry Duncan House, 120 George Street, Edinburgh EH2 4LH. Registered in Scotland, no. SC95237.
Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 191240.

TSB Bank plc is covered by the Financial Services Compensation Scheme and the Financial Ombudsman Service.

Calls may be monitored and recorded in case we need to check we have carried out your instructions correctly and to help us improve our quality of service. Not all telephone banking services are available 24/7.

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