TSB Complaints for first 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 first half of 2025, we received a total of 30,744 complaints, of which the majority (circa 91%) were banking and credit card complaints.

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

Period covered in this report: 1 January – 30 June 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	3.1 Per 1000 Accounts	N/A	28,085	29,105	56.7%	41.0%	55.7%	general admin / customer service
Home finance	6.6 Per 1000 Balances outstanding	N/A	1,614	1,611	55.3%	43.6%	53.1%	general admin / customer service
Insurance and Pure Protection	N/A	0.4 Per 1000 Policies Sold	23	25	64.0%	20.0%	52.0%	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
Credit related	N/A	N/A	1022	1107	N/A	N/A	59.8%	N/A
Claims Management	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A