At TSB our aim is to provide customers with great banking - giving the kind of service they want and deserve. However, unfortunately - despite our best efforts - things don't always go as smoothly as we would like. Measuring our complaints, and acting on them, is important. Below is our H1 2016 complaints data as reported to the Financial Conduct Authority (FCA).
And while it is a good start, we know there is still more to be done.
We’re always looking at ways to bring better banking to more people. As part of this, we regularly speak to our customers and based on their feedback we’ve made a number of changes to our services including:
While not exhaustive, we estimate these efforts have helped prevent complaints during the first half of the year. We’re also delighted to have recently been named Britain’s most recommended high street bank. Customer service is something we will never become complacent about and we will continue to review the way we do things for the benefit of our customers.
Complaints opened: 12915
Complaints closed: 14041
1.6 complaints per 1,000 bank accounts.
Excluding complaints about legacy products which were sold before TSB separated from Lloyds Banking Group our total complaints were 1.0 per 1,000 banking accounts. This adjusted figure gives a much truer representation of our 'current' level of customer service and the work we have done to reduce the number of complaints we receive.
Complaints opened: 557
Complaints closed: 534
To put these figures in to context for mortgages, for every 1,000 accounts, we received 2.8 complaints.
Complaints opened: 27
Complaints closed: 26
To put these figures in to context for 'general insurance', for every 1,000 accounts TSB has, we received 0.1 complaints.
Complaints opened: 444
Complaints closed: 464
To put these figures in to context for 'credit related', for every 1,000 accounts, we received 2.5 complaints.