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Our 2019 in summary

During 2019 we launched exciting products, opened stores in brand new areas and focused on giving our customers a brilliant banking experience. To give you a better idea of how our year went, we’ve put together a short video:

Here’s a breakdown of our biggest news from the last year:

We checked the piggy bank

Our deposits grew by £774 million in the second half of the year to £14.5 billion in total.

We lent a hand

To help our customers get to where they want to be, we’ve paid out a net total of £14.7 billion in personal and business loans.

We hit the ground running

We opened six new stores across the UK, including ones in Cardiff, Birmingham and Manchester.

We took the top spot

We’re #1 for store service and digital service for personal customers.*

We crunched the numbers

Our underlying loss before tax was £11.7 million.

We said hello

385,000 customers opened new accounts – it’s great to have you all with us.

Highlights

More than 385,000 new customers joined us during 2019, bringing our total customer accounts to 2 million.

We were thrilled with our results from the latest Competition and Market Authority’s Service Quality Survey. Our mobile app and online service was rated #1 among personal and business customers, and our store service came in at #1 for personal and #2 for business. Plus, at the Moneynet Personal Finance Awards 2019, we won Best All Round Personal Finance Provider.

We’ve launched Business Insights – our in-app money management tool designed to help our business customers keep track of their accounts. And MCash, our time-saving mobile cash pick-up and drop-off service, is also now available for our SME customers.

On the store front, we’ve opened four in the West Midlands, including one in the heart of Birmingham. And, we’ve expanded into two brand new regions – South Wales and the North of England. So if you’re visiting Cardiff or Manchester, make sure to pop in and see us.

What’s next?

We’re the bank that puts people first, and our plans for the next year are centred on how we can continue to improve our services for our customers, as well as welcoming new ones who join us. There’s plenty on our to-do list for in 2020, and we have great ideas that we believe will make banking better – watch this space.

*These results are from an independent survey carried out between January and December 2019. The personal current account survey was carried out by Ipsos MORI and BVA BDRC