Putting it right

We’re working hard to put things right for our customers. On this page, you’ll find some of the most commonly asked questions.

To help put things right, we’re going to make sure that no TSB customer is 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, but if you’re having difficulty logging in, please try closing your internet browser and then trying again using the Log in button.

You can talk to a TSB Partner by calling our Business Banking Centre or visiting us in branch. Please be aware though that our call centres and branches are 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.

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’re continuing to work round the clock to put things right. And we promise that no customer will be left out of pocket.

If you have 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 put things right as soon as possible.

However, if you are experiencing ongoing difficulties, please contact the Business Banking Centre or visit your nearest branch so we can help you more urgently.

We know that some of our business customers have had problems 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, don’t worry, 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 normally.

We know there was an issue that has affected a small number of standing orders and prevented them from 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. Don’t worry, 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. Please be aware, though, that our centre and branches are 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.

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 all working normally.

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 from Monday 21st May.

Debit cards are working normally 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 are having problems using your debit card please call the Business Banking Centre. Please be aware, though, that centre and branches are 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.

Payments made into accounts are working normally.

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

International payments.

International payments that are 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.

Please be aware that the Business Banking Centre and branches are 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.

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.

Don’t worry, if you’ve requested a card, it’s on its way. Replacement debit and credit cards are now being issued normally, and should arrive within five to seven working days.

Resetting log in details.

Business Internet Banking is available and working. The recent issue that prevented customers from resetting their log in details online has now been fixed.

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).

Please be aware, 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.

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-10pm Monday to Saturday and 9am-6pm Sunday.

We’ll take immediate actions 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 to emailscams@tsb.co.uk Please visit tsb.co.uk/fraud-prevention-centre to see how you can protect yourself.

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

We know some accounts have been showing an incorrect due date online for their next credit card payment. This has now been fixed. We are aware of some customers still showing an incorrect payment due of £0.00. Please ignore this. If you have a paper statement this will contain the correct details about your next payment. The balance should be right though.

You don’t need to do anything. We’re doing everything we can to put things right. Please look at your latest paper statement to get the information you want.

We know that some customers who registered to go paperless can’t see their past 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. But you can:

  • 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 the problem so you don’t need to contact us. We’re working round the clock 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 really sorry about this. We are investigating the problem and 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. Please don’t worry, your accounts are safe and can be checked and used in branch or over the telephone. We are working hard to fix this problem and ensure all accounts are displayed correctly.

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