Business expansion
United Kingdom
Location of affected unit(s)
Birmingham, London, Sunderland, Swansea
Financial Services
Financial And Insurance Activities
Financial Service Activities, Except Insurance And Pension Funding
64.1 - Monetary intermediation

250 jobs
Number of planned job creations
Job creation
Announcement Date
15 August 2018
Employment effect (start)
15 August 2018
Foreseen end date


TSB, the Britain-based commercial bank, announced on 14th of August that it was recruiting staff to its customer service team. Following the failure of the bank's IT system earlier this year, customers have made over 135,000 complaints.

Before the IT system broke down, the bank had 54 people working on the complaints team. The number of staff dedicated to customer service had reached 260 by July and the bank is planning to have 500 people on the team by the end of 2018. New staffs are based in a number of different locations including Birmingham, London, Sunderland and Swansea.

A spokesperson for TSB said: "We have a dedicated team looking at every customer complaint individually. The team continues to grow and our partners are doing everything they can to respond to the complaints we've received as quickly as possible."

TSB has 550 branches in Scotland, England and Wales and is owned by the Spanish Sabadell Group. Last year, the group hired 114 employees at its telephone banking centre in Sunderland.



Eurofound (2018), TSB Bank, Business expansion in United Kingdom, factsheet number 94772, European Restructuring Monitor. Dublin, https://restructuringeventsprod.azurewebsites.net/restructuring-events/detail/94772.