How to make a complaint

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.

You can speak to us using the following options:

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.

For general queries, call us on 03459 758 758 between 8am and 8pm, 7 days a week. Please remember to have your personal details to hand to help us deal with your query effectively.

To call us from outside the UK, use:
+44 (0)203 284 1575

If you have a hearing or speech impairment, please use our Textphone number 0345 835 3843 (UK) or +44 (0)1733 286 352 if you’re abroad.

For queries relating to specific products or services, please visit our contact us page and we’ll point you to useful information and ways to get in touch with the right team.

How does it work?

  1. We’ll ask you some questions to help us better respond and manage your complaint
  2. We’ll need you to confirm your e-mail address to receive a confirmation of us receiving your complaint and to provide you with a copy of the completed form

Additional info

Please be aware that Adobe are a separate data controller from TSB, and any personal data you provide will be sent to Adobe and processed in accordance with their terms and conditions of service.

You may therefore wish to read their Adobe Terms of Use and Consumer Disclosure before using the following link(s).

Explanation of Terms

Troubleshooting -

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.

Attachments -

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.

Complete online form

Find your closest branch

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.

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

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