Telephone banking service

1.1 In these conditions ‘you’ are the customer who has registered for the Telephone Banking Service ‘the Service’ and ‘we’ are TSB Bank plc.

1.2 If you have registered for the Service, you can call us to find out information about your personal accounts and, for some personal accounts, give us instructions, including payment instructions, in accordance with the terms and conditions that apply to your account. We will try and carry out instructions immediately. Some instructions can only be processed in normal banking hours, even though the Service can be accessed outside those hours.

1.3 You can usually use the Service at all times but occasionally repairs, updates and routine maintenance on our systems and those of our suppliers may mean that a particular service cannot be used for a short time.

2.1 When we contact you, or you contact us, we need to check your identity before you can give us instructions or we can disclose or discuss confidential information about your accounts. To do this you must complete a security procedure we have agreed with you personally. The security procedure includes the use of a Security Number or Password (your “Security Details”).

2.2 As long as we have confirmed your identity by completing the agreed security procedure, we will assume that we are dealing with you and that you have agreed to us disclosing information and acting on any instructions, without getting further confirmation from you.

2.3 You must:

(a) follow instructions we give you, which we reasonably consider are needed to protect you and us from unauthorised access to your accounts;

(b) not let anyone else use your Security Details, not even someone sharing a joint account with you as he or she will have his or her own;

(c) keep your Security Details secure; 

(d) do all you reasonably can to make sure no one finds out your Security Details, for example by not:

(i) choosing any obvious Security Details, such as your date of birth, as part of your security procedure;

(ii) writing your Security Details on documentation that relates to your account;

(iii) writing down your Security Details in a way that is recognisable; or

(iv) letting anyone listen in to your calls with us.

2.4 You must tell us as soon as you can (by calling the Telephone Banking Service) if you:

(a) think that your Security Details are being misused;

(b) think someone may be accessing your accounts without your authority; or

(c) think that someone has discovered your Security Details.

2.5 We will do all we reasonably can do  to prevent unauthorised access to your accounts and to make sure they are secure.

2.6 We may suspend or stop your use of the Service if we reasonably consider it necessary for reasons relating to:

(a) the security of your account;

(b) the security procedure; or

(c) suspected unauthorised or fraudulent use of your Security Details or the Service.

2.7 Where possible we will contact you before suspending or stopping your use of the Service to tell you that we are doing so and explain the reasons for this.

2.8 We may listen into or record any phone calls with you to check we have carried out your instructions correctly, to help improve our service, check that we comply with our regulatory obligations, and to help detect or prevent fraud or other crimes. We intend to keep recordings for at least five years to help us resolve any disagreements.

2.9 We may change or withdraw the Service or introduce or change charges for the Service. We will give you at least two months’ advance personal notice before making this kind of change.

2.10 You may terminate your use of the Service at any time and without explanation.

3.1 If we break this agreement:

(a) we will not be liable for losses or costs caused by abnormal and unforeseeable circumstances outside our reasonable control, which would have been unavoidable despite all efforts to the contrary, for example delays or failures caused by industrial action, problems with another system or network, mechanical breakdown or data-processing failures; and

(b) as this agreement is made with you as a personal customer, we will not be liable for any business losses or costs you suffer (such as loss of business profits or opportunities).

3.2 Your liability for unauthorised payments out of your account made using the Service will be limited in the same way as for any unauthorised payment made from that account (you can find more details in the account terms and conditions).

4.1 You may contact us about this Service at any time by writing to Telephone Banking, TSB Bank PLC, Ariel House, 2138 Coventry Road, Sheldon, Birmingham, B26 3JW, TNT 05, or calling us on   #{general-banking-0345}#.

4.2 These conditions are in addition to those for the account or service you are accessing through the Service. If there is any conflict, these conditions override any others.

4.3 These conditions will apply to all existing accounts in your name, and any opened in future.

4.4 English law governs this agreement unless we are providing the Service for an account under an agreement governed by Scottish law.

4.5 This contract is in English.

4.6 There may be other costs or taxes imposed by third parties in connection with this Service.

If you'd like this in large print, Braille or audio, please ask us.

If you have a hearing or speech impairment and would prefer to respond to this by Textphone, please call 0345 835 3843 or via Text Relay (previously Typetalk).

If you need to call us from abroad, or prefer not to use our 0345 number, you can also call us on +44 (0) 20 3284 1575.

You can use the Telephone Banking Service to access personal accounts held with TSB Bank plc.

TSB Bank plc Registered office:

Henry Duncan House, 120 George Street, Edinburgh EH2 4LH.

Registered in Scotland no. SC95237.

Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 191240.

We are covered by the Financial Services Compensation Scheme and The Financial Ombudsman Service.

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