How to make a new complaint.

We know that some Customers have been affected by our recent systems upgrade. If you have and wish to make a complaint please get in touch.

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

No TSB Customer's complaint will go unanswered.

We will send you an email letting you know that we have received your complaint form. Within a week of this we will send you a further acknowledgement letter and complaint reference number.

We’re aware that a small number of our customers have submitted online forms but did not receive a reference number. If that’s the case for you, we’re very sorry about that. Please submit a new complaint and we will get back to you as soon as possible.

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

We have been receiving more complaints than normal, so it might take us a bit longer than usual to respond. If you submitted your complaint more than 8 weeks ago and haven’t had a response, we’re very sorry. We are working hard to respond to all complaints and we will keep you updated on our progress, so there is no need to follow-up.

No TSB Customer will be left out of pocket.

We have waived any overdraft fees and interest charges, as well as any returned item fees for the March, April and May billing periods.

Any Customer who has told us about other financial losses they have suffered as a result of recent problems can rest assured that they won't be left out of pocket.

No TSB Customer's distress or inconvenience will go unrecognised.

We completely understand the frustration and concern that our Customers have expressed.

If you have experienced any distress or difficulty, financial or otherwise, please let us know so we can start to put things right.

What if we cannot agree a solution?

TSB Bank plc is covered by the Financial Ombudsman Service, which offers an independent review service. We wanted to let you know that you have the right to refer your complaint to the Financial Ombudsman Service, free of charge. Although there are time limits for referring your complaint to the Ombudsman, we will consent to the Ombudsman considering your complaint even if you refer the complaint outside the time limits. 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