Going for Seven: Why TSB is playing to win in the FT Adviser Five Star Service Awards

As we prepare for the next World Cup, there’s a familiar feeling of anticipation in the air…punctuated by a sense of dread, from an England fan’s perspective! Teams are perfecting their tactics, players are being selected for their strengths. It’s all about consistency, teamwork and delivering when it counts.

At TSB, we’re approaching the FT Adviser Five Star Service Awards with the same mindset and aiming to bring home the trophy for the seventh year running. And just like the world’s best football teams, we know that sustained success doesn’t happen by chance.

Strength in every position…

In every previous World Cup winning team, there have been players who simply don’t know how to fail. From Franz Beckenbauer in defence, to Zinedine Zidane in midfield, to Pele, who is widely regarded as one of the greatest forward players in history. For us, that winning team is made up of the people who support you day in, day out:

• Be they field-based, virtual, or telephony, our Business Development Managers are your matchmakers and problem-solvers, acting exactly like an attacking midfielder or winger. Always moving, always available, and committed to keeping the game flowing. With a promise to return calls within three business hours.
• Equally as important - sitting behind the midfield - you’ll find our Regional Case Management Teams and specialist squads in our New Build and Self-Employed teams, maintaining a defensive line, keeping everything running smoothly. They’re committed to assessing documents within 48 hours, helping you maintain momentum and confidence in every case.
• No winning side succeeds without critical decision-makers, able to act under extreme pressure in front of goal. And that’s our Underwriting Team. Committed to returning calls same day for cases referred before 3pm. And for those high-value scenarios, our Dedicated Large Loans Underwriters are on hand from pre-application, right through to offer. Giving you expert support throughout the full journey.

A game changer: Portfolio Buy-to-Let proposition…

Earlier this year, we launched our Portfolio Buy-to-Let mortgage proposition, designed to support landlords with four or more properties. It’s a key addition to our line-up, giving you more flexibility and confidence when placing cases in a competitive and changing market.

Delivering on service promises…

In football, it’s not just about winning, it’s about building the right foundations to win, through commitment and consistency. And we believe service should be no different:

• Our New Build Service Guarantee is a clear demonstration of that commitment, where we guarantee that we’ll work all documents by the next working day.
• Through Live Chat on our website, you can get instant support with criteria or keying guidance. No bots, just brains!

And your feedback tells us we’re on the right track. In our most recent satisfaction survey, our broker net trust survey was 93% and two-thirds of brokers ranked TSB in their top three lenders for service. It’s a result we’re incredibly proud of and one that motivates us to go even further.

Help us lift the trophy again…

Finally, we couldn’t be successful without the backing of our supporters. Your vote plays a crucial role in helping us secure a place at the top. If you’ve experienced what our team can deliver - from fast, responsive support to specialist expertise - we’d love your vote in the FT Adviser Five Star Service Awards in the Mortgage Provider Category. Voting opens from Monday 1 June to Friday 26 June.

Thank you in advance for your continued support, please make your nomination and together, let’s make it seven in a row.