Putting things right

We're working hard to put things right for our customers. On this page, you'll find some of the most commonly asked questions.

We promise that no TSB customer will be left out of pocket. For the March, April and May billing periods we made sure that no customer had to pay any current account overdraft fees, interest charges or any returned item fees.

We’ve also increased the interest rate on our Classic Plus account from 3% to 5%. We promise this won't be taken away after a year.

Frequently asked questions.

Our Mobile App and Internet Banking are working. If you’re having difficulty logging in, please try closing your Mobile App fully and then restarting it. Or close your internet browser and try again using the ‘Log in’ button.

You can talk to a TSB Partner by calling us or coming into a branch.

If you want to check your balance, or hear about new and recent transactions, our automated telephone service can help you do this quickly and easily. Just give us your account and card number and tell us what you would like to do. You can always speak to a TSB Partner afterwards.

We promise that no TSB customer will be left out of pocket. If you’ve been affected, please let us know by filling out the complaint form at tsb.co.uk/help/complaint-form

If you’re still having difficulties, please visit your nearest branch or give us a call so we can help you as quickly as possible.

We promise that no TSB customer will be left out of pocket.

We aren’t charging any current account overdraft fees or interest in the March, April and May billing periods. These fees would have normally be taken from your account in late May, June or July, depending on your monthly billing cycle.

We know that a small number of recently issued debit cards aren’t working in store or online. We’re working hard to fix this but it may be a couple of weeks before these cards work everywhere. You can still use your card to withdraw cash at any LINK ATM. 

If you’re having problems getting online, don’t forget you can view your latest balance at any LINK ATM. You can also print a mini statement at any TSB ATM.

You can also use your local Post Office for a range of everyday banking services including checking balances. Just remember to bring one of your pre-printed paying in slips if you’re using the Post Office to pay in cash or cheques to your account.

Card payments, Direct Debits and standing orders.

Card payments, Direct Debits and standing orders are all working.

Making payments through Mobile App and Internet Banking.

Payments through our Mobile App and Internet Banking are working. We know some customers are occasionally having difficulties, such as seeing an error message when trying to make Faster Payments. Unless you’re asked to check back later, you can try to make the payment again. Money won’t be taken from your account unless the payment is made successfully.

If your payment is urgent, please call our Telephone Banking service or visit us in branch. Don’t forget, if you’re trying to pay a bill (e.g. your water bill), you can use your debit card to pay most providers directly.

Debit cards are working and can be used at an ATM to view your balance and withdraw cash.

You can get cashback from many high street shops across the UK and you can also use your local Post Office for a range of everyday banking services including withdrawing money.

If you’re having problems using your debit card please call our telephone banking service.

Payments made into accounts are working.

If you need to check your balance you can do it on Internet Banking, the Mobile App, or at any LINK ATM.

You can also print a mini statement at any TSB ATM, and you can use your local Post Office for a range of everyday banking services, including checking balances.

International payments.

International payments being made to your TSB account use a Bank Identifier Code (BIC) and International Bank Account Number (IBAN). These numbers have recently changed - our new BIC is TSBSGB2A.

To make sure payments made to you arrive as quickly as possible, it’s important that you give your new IBAN and BIC numbers to anyone sending you money from abroad. You can find your new IBAN on our Mobile App, using Internet Banking or at the top of your paper statement.

If you can’t find it, or have other questions, go to tsb.co.uk/international-payments, call our telephone banking service, or visit your nearest branch so we can help.

Seeing your information

You can check your previous transactions for the last three months on the Mobile App. If you can’t see all the transactions you’re looking for, log into Internet Banking and check your full statement history.

Your Internet Banking inbox is working. So if you’ve asked for paperless correspondence you’ll now be able to see this. Some past correspondence isn’t available yet, but will be added to the inbox soon.

If you need to order a current account statement, please visit us in branch or call us on 0345 835 3846 (lines are open between 7am-11pm, seven days a week).

We also know that some customers have received multiple emails notifying them of new documents in their inbox. We’re working hard to fix this. If you get any communication that looks suspicious, please don’t click on any of the links. Send us a copy at emailscams@tsb.co.uk.

Please visit tsb.co.uk/fraud-prevention-centre to see how you can protect yourself.

Once approved, overdrafts are normally applied to your account the same day. However, we know that some customers have had problems with applying for an overdraft online. We are working to fix this. If your online application has been accepted but the amount hasn’t been applied to your account, please pop into branch or give us a call.

We know that some customers have been charged an incorrect monthly account fee in June and some of the fee was taken earlier in the month. Please get in touch if this has caused any problems or inconvenience to you.

Debit Card transactions I’ve made have not been debited from my account.
 

We know that customers may not have seen debit card transactions appear on their account. We’re working hard to fix this.

 

Planned loan repayments and scheduled payments are working. However, at the moment customers can’t make an additional repayment to loan accounts online as normal.

To make an additional payment to your loan, you can set up a payment from your current account using the details below:

Sort code: 30-28-90
Account number: 00000000
Reference: Your 12-digit loan account number

If you need to speak to us urgently about your loan, please come into a branch.

If your card has been lost or stolen, please contact us straight away on 0800 015 0030 (UK) or +44 (0) 207 481 2567 from abroad. Lines are open 24 hours.

Don’t worry, if you’ve requested a card, it’s on its way. All replacement cards should arrive within five to seven working days. We are aware that some customers’ cards have been delayed. We are investigating each case and are prioritising the issue of any card that has not been issued on time.

For Classic Plus customers and customers with Select Plus, Silver Plus, Gold Plus, Platinum Plus and Premium Plus, we’ve increased the interest you can earn on balances from 3% to 5% from 2 May. We promise this won’t be taken away after a year.

If you’re a TSB current account customer but don’t have one of these accounts, then as long as you’re eligible you can upgrade to a Classic Plus. You can now do this online or by visiting your nearest branch.

Unusual activity on your account.

We know some customers have had problems seeing information about their accounts. We can assure you that your money is safe.

But if you think you’ve been a victim of fraud, get in touch straight away and our team will help you.

For all credit card and debit card related Fraud, including disputed transactions, please call 03459 758 758. Lines are open between 7am-11pm Monday to Sunday.

For all Internet Banking, Mobile App or telephone related fraud please call 0800 096 8669. Lines are open Monday- Friday 8am-8pm and Saturday-Sunday 9am-5pm.

Outside of these hours, or for any general queries, please call us on 03459 758 758.

We’ll take immediate action to secure your account. And we’ll investigate any transactions you’re concerned about. Please be aware that some of our call centres are busier than usual, so it may take us slightly longer than normal to help you.

Keeping you safe from fraud.

Some customers have told us that they’re receiving emails, text messages and tweets claiming to be from TSB. If we need to contact you we would never ask you for your security details such as PIN or full password. You should also know that contact through social media is only made from our Official @TSB Twitter or Official Facebook page.

If you receive any communication that looks suspicious, please don’t click on any of the links. Send us a copy at emailscams@tsb.co.uk.

Please visit tsb.co.uk/fraud-prevention-centre to see how you can protect yourself.

If you're registered for paperless correspondence, you can view your statement in your credit card section in Internet Banking. We know that some customers can’t see their full statement history and we’re working hard to fix this. If you’re having problems seeing your statement, please try the download option instead.

If you need to order a statement, or speak to us urgently about your credit card, come into a branch or call us on 0345 835 3846 - (lines are open between 7am-11pm, seven days a week).

If you recently set up a Direct Debit for your TSB mortgage or changed the account that you pay it from, you may have noticed that we haven’t taken June’s payment. This is because we tried to collect the payment before your new Direct Debit mandate was set up and it didn’t go through. We’re writing to all customers who are impacted to confirm how they can make the missed payment. In future, your Direct Debit will be collected as normal.

For the time being you’ll need to come into a branch to open a new product with us.

The majority of our call centres are now operating as normal.

If you want to check your balance, or hear about new and recent transactions, our automated telephone service can help you do this easily and quickly. Simply tell us what you would like to do after giving us your account or card number. You can always speak to a TSB Partner afterwards.

  • Use your six-digit Personal Security Number for our automated banking service when setting up new payments or standing orders. We know that a small number of customers are having a problem using their six-digit Personal Security Number. If you’re affected we’re working on a way to fix this and will be in touch shortly.
  • If you’re trying to pay a bill you can use your debit card to pay the provider directly.
  • And you can get your balance or print a mini statement at our ATM’s.

There was a delay in sending paper statements but they’re going out now. You’ll notice some minor differences in the layout, but all your transactions will be shown as usual. We know that some ATM withdrawals before May 2018 will be shown on the statement as ‘WITHDRAWAL BY AUTOTE’.

Because of the delay to paper statements you may receive two separate statements - one which may be a few weeks out of date, and an up to date one shortly afterwards.

If you have a joint account, all parties will receive a statement for the next couple of months.

If you haven’t received your statement yet you can check your balance at an ATM or print off a mini statement.

A small number of customers with multiple accounts cannot see one of them online. Your accounts can be checked and used in branch or over the telephone. We’re working to fix this and make sure all accounts are shown correctly.

Save the Pennies

We’re working to fix this as quickly as possible. If you’ve been affected, we promise that you will not be left out of pocket. If you're registered for Save the Pennies and you're overdrawn, you may wish to leave the Save the Pennies service. You can do this yourself if you're registered for Internet Banking. Alternatively, you can pop into branch or give us a call on 03459 758 758.

We’re also aware of some other issues affecting Save the Pennies. You may have seen a one-off catch-up transfer for missed Saved the Pennies transfers going into your savings account. This will appear as 'Future Date Transfer to Save the Pennies' on your statement.

Some customers have seen an extra £1 moved to their savings account for each transaction. We’re looking into this issue.

Text alerts

A few customers have been sent a limit alert - ‘over balance’ and ‘future dated payment’ when they would still have been within their agreed limit. We are working to fix this.

Credit Card Cashback

The last payment will be made in July for transactions you made up until the end of June. Please ignore any previous messages which said that the final payment would be made in June.

Call

Call

Bank over the phone 24/7 using our automated service - call 03459 758 758.

Telephone Banking
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