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.
The easiest way for us to resolve your issue is to speak with us directly, either on our new ‘Chat’ function on the blue tab to the right of this page, over the phone or in person at your local branch.
The best way to use our online chat is on our Mobile App, that way we know you’re logged in and can have your details ready to better support you with any issues you’re having.
If you don’t have our Mobile App or are having trouble logging in, then you can also speak to us on the web too using our ‘Chat’ function on the blue tab to the right of this page and we’ll do our best to try and resolve any issues you may be having or simply answer any questions you may have.
Sometimes things don’t work the way we would expect. So we have created a helpful interactive guide to try and understand what has went wrong. This will help us identify the cause and give you the right level of support you need.
You can now add supporting information when you complete our new Adobe complaint form. Examples you can include are; documents, screenshots or receipts. Anything you think will help us better understand your complaint.
Use our branch locator tool to find your local branch, it may ask you if we can use your current location to see what branch is closest to you right now. You may need to bring your debit card and PIN or another form of identification to identify yourself.
What to expect next?
We’ll send an acknowledgement letter containing 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.