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
Please bear in mind that the Financial Ombudsman will only help if you've already referred a complaint to us and you're still not happy 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.
Trader’s 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 online form
Please contact your Relationship Manager, or call us on 0345 835 3858 between 7am-8pm Monday to Friday, 9am-2pm Saturdays.
We're closed on all UK public and bank holidays
To call us from outside the UK call +44 (0)203 284 1576
If you have a hearing impairment, please use Textphone 0345 835 3852 (UK) +44 (0) 1733 286 350 (abroad)