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