We are committed to providing products and services of the very highest standards. If you feel that we haven't lived up to your expectations in any way, we'd like to know so we can put things right for you.
We take all complaints seriously. Many issues can be dealt with straight away, but some do take a little time to investigate thoroughly. If this happens, we will get a specialist from our Customer Services team to resolve the issue. The Financial Conduct Authority (FCA) gives us eight weeks to resolve complaints - though we will aim to get your complaint resolved well before this deadline.
Call us between 7am and 11pm, 7 days a week on 03459 758 758. If you have a hearing impairment you can use textphone number 0345 835 3843 . You need specialised equipment to use this service. If you're calling from outside the UK call us on 0203 284 1575 .
Please make sure you include a phone number in your letter so that we can call you.
If you still prefer to write to us, please send your complaint to: TSB, Customer Services, BX4 7SB .
If, together, we can't find a solution...
TSB Bank plc is covered by the Financial Ombudsman Service, which offers an independent review service. So if you're still not happy after we've tried to put things right, you can ask the Ombudsman to look at your case for free.
They can be contacted at:
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Please bear in mind that the Financial Ombudsman will only help if you've already referred a complaint to us and you're unhappy with our final response.
The European Commission has established an online dispute resolution platform known as ODR.
As a TSB customer, we would encourage you to still refer directly to the Financial Ombudsman Service as the ODR platform will simply point you back to that service. Full contact details for the Financial Ombudsman Service can be found above.
You may need the following information if you decide to use the ODR platform:
Our name: TSB PLC
Our email: ODRComplaints@tsb.co.uk (This email is to be used to populate the ODR platform only.)
Our website address: www.tsb.co.uk
Our address: Henry Duncan House, 120 George Street, Edinburgh EH2 4LH
The above email address is only for you to use to populate the ODR form and for the ODR platform to transmit information back to us. If you would like to communicate with us directly regarding a complaint please click our Complaints