Putting it right.

If you’re a Business Banking customer having problems making payments from your business banking accounts, please contact us so we can make the transactions for you.

We know this can be a very busy time for you as you settle invoices and pay your staff wages, so we’re here to help you.

Business Banking customers having problems making payments online should contact our Business Banking centre on 0345 835 3858. We’re sorry for any inconvenience caused and promise that no customer will be left out of pocket as a result of this.

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

Frequently asked questions.

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

We know a small number of customers are unable to log in at present. We’re working to fix this. You can still manage your account by calling our Business Banking Centre or visiting us in branch.

We’ve launched a new version of our Business Banking Authentication App. This version fixes an issue where customers were being asked for an expired activation code. Please download the new version by searching ‘TSB Auth App’ on the App Store or Google Play.

If you’re still having problems and you need to make an urgent payment to a new beneficiary, please visit a branch where we can do this for you.

You can talk to a TSB Partner by calling our Business Banking Centre or visiting us in branch.

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. Just give us your account or card number and tell us what you would like to do. 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 please let us know by filling out the complaint form at tsb.co.uk/help/complaint-form so we can start putting things right.

If you're still having difficulties, please contact the Business Banking Centre or visit your nearest branch so we can help you as quickly as possible.

We know that some of our business customers have had difficulty accessing their accounts. This may have caused them to go overdrawn. So we aren’t charging any current account overdraft fees, interest or returned item fees in the March, April and May billing periods.

You also won’t have to pay any transaction and monthly fees from 10 April to 9 May. These would normally be taken from your account in late May or June depending on your monthly billing cycle.

You’ll still receive your normal monthly invoice for this period which lists all of your chargeable transactions. However these charges will not be taken. If you do see fees applied to your account over the next few weeks they relate to charges from earlier or later billing periods. Please be aware that any ‘non day-to-day’ service charges, such as CHAPS payments or international payments, will still be made.

If you’re having problems seeing 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.

Making payments through Internet Banking.

Payments through our Internet Banking are available. We know some customers are occasionally having difficulties, such as seeing an error message when trying to make Faster Payments. Unless you’re asked 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.

Don’t forget, if you’re 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 authorise it using your memorable information. You no longer need your Code Authenticator or the new Authentication App.

Paying a new beneficiary – 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”.

We know that some customers have had problems with the Authentication App. Please uninstall and reinstall the app and make sure you’re connected to WiFi. If you’re still having difficulties and need to make an urgent payment to a new beneficiary, please visit us in branch where we can do this for you.

Business Banking payments.

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

Debit cards are working and can be used at an ATM to see 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.

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 use a Bank Identifier Code (BIC) and International Bank Account Number (IBAN). These numbers have recently changed - our new BIC is TSBSGB2A.

To make sure 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. You can find your new IBAN on Internet Banking.

If you can’t find it, or have other questions, go to tsb.co.uk/international-payments, call our Business Banking Centre, or visit your nearest branch so we can help.

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 sent out and should arrive within five to seven working days. We are aware that some replacement cards have been delayed so we are investigating each case, and prioritising any card that was ordered more than five days ago.

Resetting log in details.

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

Making payments.

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

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 and our team will help you.

For all credit card and debit card related Fraud, including disputed transactions, please call 03459 758 758. Lines are open 7am-11pm Monday to Sunday.

For all Internet Banking, Mobile App or telephone related fraud please call 0800 096 8669. Lines are open Monday- Friday 8am-8pm and Saturday-Sunday 9am-5pm.

Outside of these hours, or for any general queries, please call us on 03459 758 758.

We’ll take immediate action to secure your account. And we’ll investigate any transactions you’re concerned about. Please be aware that some of our call centres are busier than usual, so it may take us slightly longer than normal to help you.

Keeping you safe from fraud.

Some customers have told us that they’re 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. You should also know that contact through social media is only made from our Official @TSB Twitter or Official Facebook page.

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

If you're registered to go paperless, your credit card statements should now be available to view online. We know that some customers can’t see their full statement history and we’re working hard to fix this. If you’re having problems seeing your statement, please try the download option instead.

If you need to order a statement, or speak to us urgently about your credit card, come into a branch or call us on 0345 835 3846. Lines are open 7am-11pm, seven days a week. 

The majority of our call centres are now operating as normal.

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. 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 them directly. And you can check your balance at our ATM’s.

Paper statements were delayed but are now being sent out for Business accounts. If you haven’t got yours yet, you can check your balance at any Link ATM and print a mini statement at a TSB ATM.

You may have seen charges made to your account on both 5th and 11th July. These relate to the March/April and the May/June billing cycles respectively. Details of the transactions the charges relate to will be in the invoices we’ve sent to you. If you want to discuss this further please call us on 0345 835 3858.

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Speak to a Relationship Manager on 0345 835 3858.
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