TSB Complaints for first half of 2021

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 2021, we received a total of 39,468 complaints, of which the majority (circa 91%) were banking and credit card complaints.

TSB complaints for the first half of 2021 can be found below:

Period covered in this report: 1 January - 30 June 2021

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

4.3 Per 1000 Accounts

N/A

36,003

36,067

78.6%

21.1%

68.4%

general admin / customer service

Home finance

8.9 Per 1000 Balances outstanding

N/A

2,315

2,285

61.3%

36.7%

60.7%

general admin / customer service

Insurance and Pure Protection

N/A

0.8 Per 1000 Policies Sold

53

58

72.4%

27.6%

60.3%

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

1,097

1,118

N/A

N/A

59.2%

N/A

Claims Management

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

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