Information about Personal Current Account Services

The Financial Conduct Authority requires us to publish the following information about our Personal Current Accounts.

Availability of help and support in relation to certain services

How and when you can contact us to ask about the following things:

 

24 hour help

Telephone

Internet banking

Mobile banking

Contact details

 

03459 758 758

 

 

Checking the balance and transactions

No

7am - 11pm
7 days a week
365 days per year

Not possible*

Not possible**

Sending money within the UK, including setting up a standing order

No

7am - 11pm
7 days a week
365 days per year

Not possible*

Not possible**

Sending money outside the UK

No

7am - 11pm
7 days a week
365 days per year

Not possible*

Not possible

Paying in a cheque

No

7am - 11pm
7 days a week
365 days per year

Not possible

Not possible

Cancelling a cheque

No

7am - 11pm
7 days a week
365 days per year

Not possible

Not possible

Cash withdrawal in a foreign currency outside the UK

No

7am - 11pm
7 days a week
365 days per year

Not possible

Not possible

A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds

No

7am - 11pm
7 days a week
365 days per year

Not possible

Not possible

A direct debit, or allowing someone to collect one or more payments from your account using your debit card number

No

7am - 11pm
7 days a week
365 days per year

Not possible

Not possible

Third party access to an account, for example under a power of attorney

No

7am - 11pm
7 days a week
365 days per year

Not possible

Not possible

Problems using internet banking or mobile banking

No

Mon to Fri 7am – 10pm
Sat 8am – 10pm
Sun 8am – 6pm
365 days per year

Not possible

Not possible

Reporting a suspected fraudulent incident or transaction

No

7am - 11pm
7 days a week
365 days per year

Not possible

Not possible

Progress following an account suspension or card cancellation, e.g. following a fraud incident

No

7am - 11pm
7 days a week
365 days per year

Not possible

Not possible

Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available

No

Not possible

Not possible

Not possible

Note: this is a list of common queries. It does not represent the full list of those you can raise in relation to your account, or queries you can raise in one of our branches.

*You can carry out this service by logging into Internet Banking
**You can carry out this service by logging into your Mobile Banking
 

Availability of certain services

How and when you can use your bank account to do the following things:

How and when you can use your bank account to do the following things:

 

Telephone banking

Internet banking

Mobile banking

Checking the balance

24 hours

24 hours

24 hours

Accessing a transaction history

24 hours

24 hours

24 hours

Sending money within the UK

24 hours

24 hours

24 hours

Setting up a standing order

Not possible***

24 hours

24 hours

Sending money outside the UK

Not possible

24 hours

Not possible

Paying in a cheque

Not possible***

Not possible

Not possible

Cancelling a cheque

Not possible***

Not possible

Not possible

Note: this is a list of common actions. It does not represent the full list of those you can take in relation to your account, or actions you can take in one of our branches.

***Possible to call 7am – 11pm, 7 days a week, 365 days a week
 

Information about operational and security incidents

We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.

 

In the 3 months between 1 January – 31 March 2019

In the 12 months between 1 April 2018 – 31 March 2019
Total number of incidents reported

2

18
Incidents affecting telephone banking

1

8
Incidents affecting mobile banking

2

11
Incidents affecting internet banking

2

11

Account opening information

How quickly do we open personal current accounts?

We give customers an account number and enable them to start paying into the account: 
the same day, for 93% of customers;
on average, in 0 days; and
within 9 days for 99% of customers.

These figures are based on the time taken from our receiving all the information and documents we ask for at Personal Account FAQs page, in a case where we don’t need any further information or documents to open the account.

How quickly do we give customers a debit card?

Once an account is open, we give customers a debit card: 
the same day, for 0% of customers;
on average, in 7 days; and
within 7 days for 99% of customers.

How quickly do customers get internet banking?

Once an account is open, customers have internet banking: 
the same day, for 96% of customers;
on average, in 0 days; and
within 4 days for 99% of customers.

How quickly is an overdraft available?

Once an account is open, the overdraft is available: 
the same day, for 25% of customers;
on average, in 3 days; and
within 6 days for 99% of customers.

How quickly do we replace debit cards which have been lost, stolen or stopped?

We replace debit cards: 
the same day, for 0% of customers;
on average, in 7 days; and
within 7 days for 99% of customers.

Opening a current account with us

Go to our Personal Account FAQs page to find out how you can open an account, and what information and documents you need to give us to open an account.

Opening a current account with us

To open any of our accounts, a new customer will need to provide us with the documents and information set out on our identity FAQs page . We may request additional information or documents in individual cases.

You can open an account:

  • without visiting a branch - no
  • where a visit to a branch is required, without an appointment - no
  • by sending us documents and information electronically – no
  • by post - no

This statement is not required to be published by the Financial Conduct Authority (FCA): We have to give you all of the information in the first table, Availability of help and support in relation to certain services, because it is required by our regulator, the FCA. They ask specifically whether our customers can speak to one of our Partners on the phone. For the Operational & Security Incidents table, six of the seven incidents related to the IT migration in April 2018.

The CMA also requires us to publish service information in relation to our current accounts. This can be found on our personal current accounts and business current accounts service quality pages.

Help for customers in vulnerable circumstances can be found on our Supporting Customers page.

TSB Complaints for second half of 2018

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 2018, we received a total of 84,068 complaints. The vast majority of these (79,221) were banking and credit card complaints and relate to our IT migration in early 2018.

We have a dedicated team looking at every customer complaint individually to resolve these complaints as quickly as possible.

We have made considerable progress in resolving complaints with 97% of complaints we received since migration now resolved.

New complaints being received are significantly lower in volume and closer to pre-migration levels, with the vast majority no longer connected to migration issues.

TSB complaints for second half of 2018 can be found below:

H2 2018 TSB

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

9.7 Per 1000 Accounts

N/A

79,221

109,062

33.9%

5.5%

92.7%

general admin / customer service

Home finance

12.2 Per 1000 Accounts

N/A

3,439

3,231

46.3%

23.4%

82.8%

general admin / customer service

Insurance and Pure Protection

N/A

0.9 Per 1000 Policies Sold

66

45

57.8%

15.6%

80.0%

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

1342

995

N/A

N/A

87.2%

N/A

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