Note from Jonathan Hall about TSB Complaints Data

Like all banks, we share our complaints numbers twice a year at the request of our regulator, the Financial Conduct Authority (FCA), to help customers understand banks’ overall performance.  During the first half of 2018 we received 136,913 banking and credit cards complaints in total. To put this volume of complaints into context, in the whole of 2017 TSB received just under 76,000 complaints.

Of the 136,913 banking and credit card complaints we received in the first half of 2018, 114,399 were received from 22 April onwards – these were related to problems some of our customers faced when we moved to our new IT platform.
 
As we reported in our half year results, in July, TSB received 135,403 complaints after our IT migration on 22 April up until 25 July. 37% of those complaints had been resolved at that time, and since then we’ve continued to make good progress.  

The increase we’ve seen is because of the problems customers experienced as the result of the switch to our new IT system – and for that we’re truly sorry. TSB was built on a reputation of delivering great customer service – and we didn’t provide the level of service that we pride ourselves on.

How we’re putting things right for customers following our IT migration

I was recently appointed into my new role as TSB’s Customer Remediation Director to make sure that we’re doing whatever it takes to put things right for TSB customers and ensure that our customers who have been impacted are compensated fairly. We’ve made a firm commitment that no customer will be left out of pocket and we have contacted our customers to explain what to do if they’ve had a problem.

When we receive a complaint, we do our very best to resolve it quickly and correctly – and we have a dedicated team looking at every customer complaint individually. That team, which had 54 people before our IT migration, now has more than 425 people, and we’re continuing to add more resources to help us put customers right as quickly as possible. As part of this, we’re continuing to combine the desire for speed with the need to ensure that each complaint is considered and resolved properly.

Looking forward, our priority in the second half of the year continues to be putting things right for our customers. Although there’s still more work to do, we’ve made considerable progress and our customer service levels are much improved.

We are determined to get back to our mission of making banking better for all UK consumer – that’s what TSB was set up to provide.

If you have any comments you’d like to share with us, or a complaint you want to raise, you can do so here.

Jonathan.

H1 2018 TSB  Number of complaints opened by volume of business 
Product/service grouping Provision (at reporting period end date) Intermediation (within the reporting period) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main causes of complaints opened
Banking and Credit Cards 16.5 Per 1000 accounts N/A  136,913
60,180
77.8%  19.6% 78.8% general admin/customer service
Home Finance 14.9 Per 1000 accounts N/A 3,509 2,736 67.1% 30.5% 72.8% general admin/customer service 
Insurance and Pure Protection N/A 1.3 Per 1000 sales 90 74 85.1% 13.5% 77.0% general admin/customer service
Decumilation and Pensions N/A N/A N/A N/A N/A  N/A  N/A  N/A 
Investments N/A N/A N/A N/A N/A  N/A  N/A  N/A 
Credits Related N/A N/A 1235 882 N/A N/A 62.5% N/A 

* Please note that the 136,913 banking and credit card complaints opened in H1 includes 114,399 complaints that were received from 22 April onwards (until 30 June) and related to problems some of our customers faced when we moved to our new IT platform.

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