TSB Complaints for second 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 second half of 2023, we received a total of 30,490 complaints, of which the majority (circa 90%) were banking and credit card complaints.

TSB complaints for the second half of 2023 can be found below:

Period covered in this report: 1 July - 31 December 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	3.1 Per 1000 Accounts	N/A	27,450	27,633	69.1%	29.8%	69.0%	general admin / customer service
Home finance	8.6 Per 1000 Balances outstanding	N/A	2,195	2,294	55.0%	40.2%	57.6%	general admin / customer service
Insurance and Pure Protection	N/A	0.4 Per 1000 Policies Sold	25	26	34.6%	61.5%	46.2%	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	820	880	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