How to make a complaint

We’re sorry that you’re not happy with our service. We'll do our best to put things right when you get in touch. The easiest way to make a complaint is using the TSB Mobile Banking App.

Step 1

Tap the profile icon.

 

Step 2

Tap 'Chat to us'.

 

Step 3

Type 'complaint'.

 

Not yet registered? Download the TSB Mobile Banking App now.  Download our Mobile Banking app for iOS Download our Mobile Banking app for Android

Looking for something else? Visit our Help & Support page.

If you can’t use The TSB Mobile Banking App, these are your options:

Use the online form

  Screen reader users are advised to use the TSB Mobile Banking App, call us or visit a TSB branch.

If you don't currently use The TSB Mobile Banking App, you can raise a complaint using this online form. You will receive a copy of the completed form by email.

You need to know this…
We use Adobe Sign for this kind of request.  Adobe will pass the information you provide to us in a secure manner and won’t process it in any other way. Information on how we use your data can be found in our Data Privacy Notice.
 

By phone

You can call us to make a complaint. We’ll ask you some questions to understand what went wrong and we will do our best to put things right.
 
 
 Our lines are often busy. The quickest way to make a complaint is using the TSB Mobile Banking App
 

At a TSB branch

You can make a complaint at one of our branches.
 
You’ll need
Some form of ID - ideally a TSB debit card and PIN, your passport or driving license.
 

What to expect next?

We’ll send an acknowledgement letter with 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.

They can be contacted on:

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