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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.

Tap the profile icon.

Step 2

Tap 'Chat to us'.

Tap 'Chat to us'.

Step 3

Type 'complaint'.

Type 'complaint'.

Not using the TSB Mobile Banking App yet? Learn more about the app or download it now.

Need further help? Visit our Help & Support page.

If you can’t use the TSB Mobile Banking App or you are a Business Banking customer, visit our other ways to make a complaint page.

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

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.

TSB Bank plc is covered by the Financial Services Compensation Scheme and the Financial Ombudsman Service.

Calls may be monitored and recorded in case we need to check we have carried out your instructions correctly and to help us improve our quality of service. Not all telephone banking services are available 24/7.

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