TSB Complaints for first half of 2023
Like all banks, we share our complaints numbers twice a year at the request of our regulator, the Financial Conduct Authority (FCA), to help customers understand banks’ overall performance.
During the first half of 2023, we received a total of 33,455 complaints, of which the majority (circa 90%) were banking and credit card complaints.
TSB complaints for the first half of 2023 can be found below:
Period covered in this report: 1 January - 30 June 2023 |
Number of complaints opened by volume of business |
|||||||
---|---|---|---|---|---|---|---|---|
Product / service grouping |
Provision (at reporting period end date) |
Intermediation (within the reporting period) |
Number of complaints opened |
Number of complaints closed |
Percentage closed within 3 days |
Percentage closed after 3 days but within 8 weeks |
Percentage upheld |
Main cause of complaints opened |
Banking and Credit Cards |
3.4 Per 1000 Accounts |
N/A |
29,585 |
29,579 |
71.7% |
27.7% |
66.5% |
general admin / customer service |
Home finance |
9.3 Per 1000 Balances outstanding |
N/A |
2,403 |
2,445 |
59.5% |
35.5% |
60.7% |
general admin / customer service |
Insurance and Pure Protection |
N/A |
0.7 Per 1000 Policies Sold |
42 |
39 |
59.0% |
41.0% |
35.9% |
general admin / customer service |
Decumilation and Pensions |
N/A |
N/A |
N/A |
N/A |
N/A |
N/A |
N/A |
N/A |
Investments |
N/A |
N/A |
N/A |
N/A |
N/A |
N/A |
N/A |
N/A |
Credit related |
N/A |
N/A |
1,425 |
1,368 |
N/A |
N/A |
53.0% |
N/A |
Claims Management |
N/A |
N/A |
N/A |
N/A |
N/A |
N/A |
N/A |
N/A |