TSB Complaints for second half of 2025

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 second half of 2025, we received a total of 34,559 complaints, of which the majority (circa 93%) were banking and credit card complaints.

TSB complaints for the second half of 2025 can be found below:

Period covered in this report: 1 July – 31 December 2025

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 cause of complaints opened
Banking and Credit Cards	3.5 Per 1000 Accounts	N/A	32,154	31,877	59.2%	40.6%	52.3%	general admin / customer service
Home finance	6.4 Per 1000 Balances outstanding	N/A	1,523	1,524	58.1%	40.7%	53.3%	general admin / customer service
Insurance and Pure Protection	N/A	0.5 Per 1000 Policies Sold	28	29	72.4%	27.6%	48.3%	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
Credit related	N/A	N/A	854	824	N/A	N/A	57.5%	N/A
Claims Management	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A