An update from TSB and how to make a complaint.

We will waive all overdraft fees and interest charges incurred in March and April.

We’re conscious that the problems our customers have been having accessing their accounts over the last week may have caused them to go overdrawn. We are committed to ensuring no TSB customer is left out of pocket as a result of these issues.

We will help 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. This will apply whether you are a personal or a business banking customer.

It’s important to know that fees like this are debited from your account two months after they’ve been incurred. This means fees incurred in March and April would normally be charged in May and June respectively.

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
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

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.