How to make a complaint

We’re sorry that you’re not happy with our service. Our aim is to do our best to put things right when you get in touch.

Before submitting a complaint to us, you may want to check out the common queries section first as it may contain the answer to your question, or use our new ‘Chat’ function on the blue tab to the right of this page.

If you still wish to make a complaint, the instructions on how to do this are just below.

Common Queries

Unsure of a transaction on your account or to dispute a debit/credit card payment:

https://www.tsb.co.uk/unsure-of-a-transaction-on-your-account/

Help with logging in: 

https://www.tsb.co.uk/login-issues/

Lost/stolen or replacement cards: 

https://www.tsb.co.uk/help-and-support/#report-card-loss

Bereavement: 

https://www.tsb.co.uk/help-and-support/bereavement-and-coping-with-loss/

Reporting fraud: 

https://www.tsb.co.uk/fraud-prevention-centre/

Change address: 

https://www.tsb.co.uk/help/change-of-address/

If you still wish to make a complaint

The quickest and easiest way to make a complaint is to use our online form. Please tell us what has happened and how it has affected you. You will find the form here.

We'll be in touch

We’ll send an acknowledgement letter containing your complaint reference number to your address within a week of receiving your complaint form. We may also contact you on the details provided if we need more information to help us understand your concerns.

We will always do our best to resolve your complaint within the Financial Conduct Authority (FCA) guidelines of 8 weeks, and 15 days for payment related complaints.

What if we cannot agree a solution?

TSB Bank plc is covered by the Financial Ombudsman Service, which offers an independent review service. You have the right to refer your complaint to the Financial Ombudsman Service, free of charge, if you remain unhappy. They can be contacted at:

The Financial Ombudsman Service
Exchange Service
Harbour Exchange Service
London E14 9SR

Phone: 0800 023 4567 / 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
For more information, visit: www.financial-ombudsman.org.uk

Call us

Call us on 03459 758 758 between 8am and 8pm, 7 days a week.

To call us from outside the UK call
+44 (0)203 284 1575

If you have a hearing or speech impairment, please use Textphone 0345 835 3843 (UK)
+44 (0) 1733 286 352 (abroad)

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