Putting it right

On this page you'll find some of the most commonly asked questions.

We promise that no TSB customer will be left out of pocket. So we're waiving any overdraft fees and interest charges, as well as any returned item fees incurred during your March and April billing periods.

Frequently asked questions.

Internet Banking is available. If you’re having difficulty logging in, please try closing your internet browser. Then log in again using the 'Log in' button.

We are aware of a small number of customers who are unable to log in at present. We are working to fix this. In the meantime you can still manage your account by calling our Business Banking Centre or visiting us in branch.

You can talk to a TSB Partner by calling our Business Banking Centre or visiting us in branch. We're sorry that our call centres and branches are currently busier than usual and it may take us longer than normal to help you.

If you want to check your balance or hear about new and recent transactions, our automated telephone service can help you do this quickly and easily. Simply tell us what you would like to do after giving us your account or card number, and you can always speak to a TSB Partner afterwards.

We promise that no TSB customer will be left out of pocket.

If you've been affected we’d encourage you to fill out the complaint form at tsb.co.uk/help/complaint-form and let us know what has happened so we can start putting things right.

If you're experiencing ongoing difficulties, please contact the Business Banking Centre or visit your nearest branch so we can quickly help you.

We know that some of our business customers have had difficulty accessing their accounts. And this may have caused them to go overdrawn. So we’re waiving any overdraft fees and interest charges as well as any returned item fees you may incur during both your March and April billing periods.

Plus, any transaction and monthly fees incurred from 10 April to 9 May will be waived. These fees would normally be deducted from your account in late May or June depending on your monthly billing cycle.

You will still receive your normal monthly invoice for this period which lists all of your chargeable transactions, however these charges will be completely waived. If you do see fees applied to your account over the next few weeks they relate to charges from prior billing periods. Please be aware that any ‘non day-to-day’ service charges such as CHAPS payments or international payments will still be applied.

We will have written to you if there was a payment we were unable to make for you (because you did not have enough money in your account). However, as promised the returned item fee will not be charged.

If you are having problems viewing your balance online, don’t forget you can view your latest balance at any LINK ATM.

Card payments, Direct Debits and standing orders.

Card payments, Direct Debits and standing orders are all working.

We know there was an issue that prevented a small number of standing orders reaching their payee. If you are affected we are recrediting the payment to your account and will be in touch shortly to explain your options for this payment.

Making payments through Internet Banking.

Payments through our Internet Banking are available. We know some customers are sometimes experiencing difficulties at the moment, such as seeing an error message when trying to make Faster Payments. Unless instructed to check back later, you can try to make the payment again. Money won’t be taken from your account unless the payment is made successfully.

If your payment query is urgent please call the Business Banking Centre or visit us in branch. We're sorry that our call centre and branches are currently busier than usual and it may take us longer than normal to help you.

Don’t forget if you are trying to pay a supplier, you may be able to use your debit card.

Making online payments.

Paying existing beneficiaries – You can pay online and use your memorable information. You no longer need your Code Authenticator or the new Authentication App.

Paying a new beneficiary – For new beneficiaries, the Authentication App provides a code which allows a new beneficiary to be authenticated and then added to your list of existing beneficiaries. You can then make a payment to that new beneficiary in the same way you do for “paying existing beneficiaries”.

Business Banking payments.

If you are having difficulty when trying to make payments using Business Internet Banking and need to make an urgent payment, please give us a ring on 0345 835 3858. (Lines are open between 7am-8pm Monday to Friday and 9am-2pm Saturdays, excluding UK Public Holidays.)

Please be aware, though, that our Business Banking Centre is currently busier than usual and it may take us longer than normal to help you. We’re sorry, and we thank all our customers for their continued patience.

Making payments by cheque or paying in book.

Most cheques and paying in books are working.

We know that some cheque and paying in books ordered in branch after 22nd April have been issued with an incorrect sort code. If used, these cheques will not be paid. Please check that the sort code and account number match the details on your debit card. If there is any difference please destroy the book. We are arranging for replacement books with the correct details to be sent out this week.

Debit cards are working and can be used at an ATM to view your balance and withdraw cash.

You can get cashback from many high street shops across the UK.

If you're having problems using your debit card please call the Business Banking Centre. We're sorry that our call centre and branches are currently busier than usual and it may take us longer than normal to help you.

Payments made into accounts are working.

If you need to check your balance you can do it on Internet Banking or at any LINK ATM.

International payments.

International payments being made to your TSB account using your old Bank Identifier Code (BIC) and International Bank Account Number (IBAN), should continue to reach your account for the next few weeks. To ensure the payments made to you arrive as quickly as possible, it’s important that you give your new IBAN and BIC numbers to anyone sending you money from abroad.

Our new BIC is TSBSGB2A. You can get your new IBAN number using Internet Banking. If you can’t find it or have more questions, you can get more information at tsb.co.uk/international-payments or call our Business Banking Centre, or visit your nearest branch so we can help.

We're sorry that the Business Banking Centre and branches are currently busier than usual and it may take us longer than normal to help you.

If your card has been lost or stolen, please contact us straight away on 0800 015 0030 (UK) or +44 (0) 207 481 2567 from abroad. Lines are open 24 hours.

If you’ve requested a card, it’s on its way. Replacement debit and credit cards are now being issued, and should arrive within five to seven working days.

Resetting log in details.

Business Internet Banking is available and customers can now reset their log in details.

Making payments.

If you are having difficulty when trying to make payments using Business Internet Banking and need to make an urgent payment, please give us a ring on 0345 835 3858. Lines are open between 7am-8pm Monday to Friday and 9am-2pm Saturdays (excluding UK Public Holidays).

We're sorry that our Business Banking Centre is currently busier than usual and it may take us longer than normal to help you.

Unusual activity on your account.

We know some customers are having problems viewing information about their accounts. We can assure you that your money is safe.

But if you think you’ve been a victim of fraud, get in touch straight away on 03459 758 758 and our team will help you. Lines are open between 7am-11pm Monday to Sunday.

We’ll take immediate action to secure your account. And we’ll investigate any transactions you’re concerned about.

Keeping you safe from fraud.

Some customers have made us aware that they are receiving emails, text messages and tweets claiming to be from TSB. If we need to contact you we would never ask you for your security details such as PIN or full password and you should know that contact via social media is only made from our Official@TSB Twitter or Official Facebook page.

If you receive any communication that looks suspicious, please don’t click on any of the links and send us a copy at emailscams@tsb.co.uk

Some customers have received text alerts despite cancelling them. We are currently working to fix this issue and these alerts will then automatically stop.

If you're registered to go paperless and can't see your past credit card statements, we’re sorry about this. You should be able to see these again soon.

If you need to speak to us urgently about your credit card, come into a branch or call us on 0345 835 3846 lines are open between 7am-11pm, seven days a week. Please bear in mind our call centres and branches are busier than usual so it might take us longer than normal to help you.

If you want to check your balance or hear about new and recent transactions, our automated telephone service can help you do this easily and quickly. Simply tell us what you would like to do after giving us your account or card number, and you can always speak to a TSB Partner afterwards.

If you’re trying to pay a bill or a supplier you may be able to use your debit card to pay the provider directly. And you can check your balance at our ATM’s.

There’s a delay on paper statements at the moment. We’re aware of this so you don’t need to contact us. We’re working to put things right. In the meantime, you can check your balance at any Link ATM and print a mini statement at a TSB ATM.

We're currently having issues with some payments so you might find that your password is being rejected when you go to authorise a payment. If it’s urgent, you can still make payments through the Business Banking Centre or in branch.

Please bear in mind that the Business Banking Centre and branches are busier than usual and it may take us longer than normal to help you. Thank you for your patience.

There have been some issues with Direct Debits being paid for TSB credit cards. We’re looking into this. If your payment to your TSB card hasn’t been triggered we will be in touch to let you know, and confirm how we'll catch up your payments. You will not be charged any extra interest or fees as a result of a delayed Direct Debit, and there will be no impact on your credit record. You don’t need to contact us about this – we will be making corrections to any extra interest that you may see on your credit card account.

A small number of customers with multiple accounts cannot see one of them online. Your accounts can be checked and used in branch or over the telephone. We're working to fix this problem and ensure all accounts are displayed correctly.

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Call

Speak to a Relationship Manager on 0345 835 3858.
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