- New standards for banks on government bond sales
- Credit card fraud on Cyber Monday expected to be £6m
- Independent leadership team for Business Banking Resolution Service
- UK Finance publishes latest regional mortgages trends
- More than half of Brits will put Christmas on their credit cards, says Creditfix
- Santander US announces leadership appointments
- Children’s piggy banks decline as pocket money starts moving online expired
- Schroders strengthens Danish client team with new hire expired
- Data breaches push UK fraud losses to record £671m, says FICO expired
- Half of UK shoppers expect to overspend at Christmas, according to Lloyds expired
- Barclays inaugurates new world-class campus in India expired
- UK Finance publishes buy-to-let mortgage lending table for 2018 expired
29th November 2019
TSB mustn’t lose sight of the human touch, says Auriga
TSB has outlined its new strategy for growth including plans to close 82 branches and to spend £120m on improving digital channels and self-service branch locations over the next three years. Commenting, Mark Aldred, banking specialist at Auriga, said:
"TSB's investment into digital transformation is a welcome and much needed one. It is right to capitalise on modern technologies and automation as this will enable it to cut costs, optimise branches and deliver superior customer service.
“However, the bank must not lose sight of the importance of the human touch. Whether it's a first-time buyer seeking confidence from a real person in the mortgage application process or a retiree needing help with a self-service machine, there will always be a role for human beings in banking.
“Furthermore the bank must be sure to maintain access to financial services as much as possible for when things don't go to plan. Case in point – during its IT failure last week, TSB directed customers needing emergency cash to its branch network."