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. We'll do all we can to resolve your complaint within three working days. If we can't do this, we'll write to you within five working days to tell you what we've done to resolve the problem, or acknowledge your complaint and let you know when you can expect a full response. We'll also let you know the name and contact details of the TSB Partner or team dealing with your complaint.
The Financial Conduct Authority (FCA) allow us 8 weeks to resolve complaints, except where a complaint is about a payment where we have 15 days unless there are exceptional circumstances – however we will aim to get your complaint resolved well before the deadline.
Come and see us in any of our branches to talk to a member of the team.
Write to us
If you prefer to write to us, please send your complaint to:
TSB Bank plc
PO Box 373
Please make sure you include a phone number in your letter so that we can call you.
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 complaint for free. Business customers that are micro-enterprises with a group annual turnover or balance sheet up to €2 million (sterling equivalent) and who have fewer than 10 employees may be eligible to take their complaint to the Financial Ombudsman Service.
They can be contacted at:
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR