If you’re registered for Internet Banking, the fastest way to get in touch securely is to use the TSB Mobile Banking App, where you can get help with queries 24/7. You can also speak to a member of our team 9am – 4.30pm Monday to Friday excluding bank holidays. Just open the app menu and then select ‘Chat to us’.
If you need help now, you can use our automated web chat service by visiting our Help and Support page. Just look for the blue ‘Need help? Click here’ button button on the right-hand side to get started.
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.