We’ll send an acknowledgement letter with your complaint reference number to your address within a week of receiving your complaint. We may also contact you on the details you provided if we need more information to help us better understand your concerns.
The Financial Conduct Authority (FCA) gives us 8 weeks to resolve complaints, and 15 days for payment related complaints (excluding exceptional circumstances). However, we will always do our best to resolve these much sooner.
What if we can’t agree a solution?
TSB Bank plc is covered by the Financial Ombudsman Service, which offers an independent review service. If you’re unhappy with our final response, then you can contact the Financial Ombudsman Service directly free of charge.