An update from TSB and how to make a complaint.
We are waiving all overdraft fees and interest charges incurred in March and April's billing periods.
We’re conscious that the recent problems our business customers have been having accessing their accounts may have caused them to go overdrawn.
We are helping to address this by waiving any overdraft fees and interest charges as well as any returned item fees you may incur during both your March and April billing periods.
We are also waiving all transaction and monthly fees for the April/May billing cycle.
In addition, any transaction and monthly fees incurred from 10 April to 9 May will be waived. These fees would normally be deducted from your account in late May or June depending on your monthly billing cycle.
You will still receive your normal monthly invoice for this period which lists all of your chargeable transactions, however these charges will be completely waived. If you do see fees applied to your account over the next few weeks, don’t worry, they relate to charges from prior billing periods.
Please be aware that any ‘non day-to-day’ service charges such as CHAPS payments or international payments will still be applied.
If you need help
If you are experiencing ongoing difficulties or distress please call our telephone banking service or visit your nearest branch so we can help you more urgently.
Making a complaint
If you have been affected we’d encourage you to fill out the complaint form here and let us know what has happened so we can put things right as soon as possible.
However, if you are experiencing ongoing difficulties or distress please call our telephone banking service or visit your nearest branch so we can help you more urgently.
We take complaints seriously
We take all complaints seriously. We'll aim to resolve your complaint as soon as possible. We'll also let you know the name and contact details of the TSB team dealing with your complaint. We always do our best to follow Financial Conduct Authority (FCA) guidelines to resolve complaints within 8 weeks, and ones about payments within 15 days. Because of the problems our customers have been experiencing we’ve been having more complaints than normal, which may take us longer to resolve. Rest assured we’ll be in regular contact to keep you updated as we do this, and do our best to keep to FCA guidelines. We are working round the clock and doing everything we can to fix things.
If together we can't find a solution...
TSB Bank plc is covered by the Financial Ombudsman Service, which offers an independent review service. So if you’re still not happy after we’ve tried to put things right, you can ask the Ombudsman to look at your complaint for free. They can be contacted at:
The Financial Ombudsman Service
Harbour Exchange Service
London E14 9SR
Phone: 0800 023 4567 / 0300 123 9123
For more information, visit: www.financial-ombudsman.org.uk
Please bear in mind that the Financial Ombudsman will only help if you’ve already referred a complaint to us and you’re still not happy with our final response.
Call us on 03459 758 758 between 7am and 11pm, 7 days a week.
To call us from outside the UK call
+44 (0)203 284 1575
If you have a hearing impairment, please use Textphone 0345 835 3843 (UK)
+44 (0) 1733 286 350 (abroad)