Fastest
Get help with a transaction
The fastest way to get help with a transaction is in our app. Simply tap the transaction, select ‘Get help’ and follow the instructions on screen.
What’s happened?
Step 1: Protect your account
If you think someone has stolen or is using your card details, you can quickly freeze your card in the app or cancel it by reporting it as lost or stolen. If you know what the transaction is and you have an issue with it, then it may be a purchase dispute or a scam.
Step 2: Report the fraud
You can report transactions you don’t recognise in the app
- Log into the TSB Mobile Banking app
- Select the transaction
- Tap "Get help"
- Follow the instructions on screen
Give us a call
You can also do this by calling 0800 023 4113 or +44 2074 812 567 if you are abroad.
Our lines are open 24/7.
What to do if there’s a cash withdrawal you didn’t make
If you’re suspicious of a cash withdrawal, check that anyone with access to your card and PIN didn’t make the withdrawal first. If you still don’t recognise it, please call us on 0800 023 4113 or +44 2074 812 567 if you are abroad.
If you’ve noticed a payment made by bank transfer, or think that someone has access to your login details, report it to us by calling 0800 096 8669 or +44 1733 462 206 if you are abroad.
If you recognise the card transaction but there’s an issue with it, then you can raise a dispute.
First, contact the business
The first thing to do is contact the business directly. This is often the quickest way to get a resolution.
If that doesn't work, we can raise a dispute for you
You may need to wait 15 days for debit cards or 30 days for credit cards to give the business time to make the delivery or refund you. If they haven't done either, you can raise a dispute in the chat.
Please have as many of these to hand as is relevant to your case:
- Description of the item or service
- Copy of the receipt
- Confirmation of any refund promised
- Cancellation date, or date of return
- Return details
- The expected or actual delivery date
- For payments taken twice, evidence of the other method of payment, if not a TSB payment
What can I raise a dispute for?
- You paid for something you didn’t receive or it went to the wrong address
- There was an issue with the goods or services when they arrived
- You want a refund of a payment that was taken after you cancelled a recurring payment
- You haven’t been refunded after cancelling or returning goods
- The retailer hasn’t refunded you after saying they would
- You were incorrectly charged
If you used your TSB credit card, you may be covered by Section 75 if the supplier breaches their contract with you. For example, if the goods or services aren’t provided, or the goods are faulty. Find out more about Section 75
Fastest
You can dispute a card payment in the app
- Log into the TSB Mobile Banking app
- Select the transaction
- Tap "Get help"
- Follow the instructions on screen
Other ways to report
You can also dispute a payment using our card dispute form.
We use Docusign for this kind of request. Docusign don't use your data, they simply pass it to us securely. Need to find out more? Read our Privacy Notice.
Recurring payments are set up when you authorise a company to take money from your account at regular intervals - for example, services like Netflix, Spotify, or gym memberships.
If you’ve been charged after cancelling a recurring payment or subscription, please raise a dispute.
How to stop a recurring payment
Cancel it directly with the company taking the payment. Most companies allow you to do this easily via your account on their website or app. This is the fastest way to stop payments being taken.
What if you can’t reach the company?
Fill in the form below - we’ll then stop any more payments going out.
This stop lasts for 13 months. It could start again if you don’t stop it directly with the company.
Refunds under the Direct Debit Guarantee
If a Direct Debit payment has been taken in error, you may be able to get a refund under the Direct Debit Guarantee.
Fastest
You can report a Direct Debit you don’t recognise in the app
- Log into the TSB Mobile Banking app
- Select the transaction
- Tap "Get help"
- Follow the instructions on screen
If an ATM didn’t give you cash, or a wrong amount was given at an ATM or Post Office counter withdrawal, let us know and we’ll try to help.
You can report a problem with a cash withdrawal in the app:
- Log into the TSB Mobile Banking app
- Select the transaction
- Tap "Get help"
- Follow the instructions on screen
What you'll need to raise this dispute
- The date, time and location of the ATM/Post office
Or you can complete the relevant form using the buttons below. Choose the type of card you used to make the cash withdrawal.
Types of purchase scam include:
- Online Shopping - criminals trick people into paying for goods or services that don’t exist.
- Cloned websites - criminals clone websites to trick you into thinking you are making a genuine purchase. These may have poor grammar and low quality images.
- Too good to be true - products are being advertised at lower than normal prices to attract buyers.
- Bank transfers - scammers try to persuade you to send money via bank transfer. After making the payment you’re unable to contact the seller as they’ve disappeared.
How to report it, depends on how you paid:
I made the payment by card
If you’ve been scammed and paid by card, then you’ll need to raise a card dispute.
The fastest way to do this is in the app:
- Log into the TSB Mobile Banking app
- Tap on the transaction you have the issue with
- Tap "Get help"
- Follow the instructions on screen
Or you can call us on 0800 023 4113 or +44 1733 286 355 if you are abroad.
I made the payment by bank transfer
If you were tricked into sending money by a fraudster by bank transfer, you can report it by calling us on 0800 096 8669 or visit us in branch.
If you’ve tried to buy something by bank transfer and not received it, use our report a purchase scam form.
We use Docusign for this kind of request. Docusign will pass the information you provide to us in a secure manner and won't process it in any other way. Information on how we use your data can be found in our Data Privacy Notice.
If you think you’ve been scammed, stop and don’t send them any more money.
If you’re worried about being scammed, or think your details have been compromised, call us.
For card scams, call us on 0800 023 4113.
For all other scams, call us on 0800 096 8669.
Need additional support?
Extra support if you need it
If you’re living with a disability, facing a serious life challenge or struggling to make ends meet, please let us know. We have several ways to provide you with extra support.
BT Relay and SignVideo
You can use BT RelayUK by adding 18001 to the start of our numbers.
Or communicate with us using sign language with our SignVideo service, available from 8am - 6pm Monday to Friday.
In branch
If you’d rather speak to someone in branch, we’ll be happy to help.
