Personal Banking Business Banking Investor Relations Search TSB Click to search Contact us Log in Menu Help and support Contact us Log in Log in Login to your account Android Pay Cashback | TSB Bank Existing customers | Home insurance | TSB Bank Registering for Internet Banking Buildings insurance Buildings insurance Pick and Protect home insurance Buildings insurance Pick and Protect home insurance Pick and Protect home insurance Pick and Protect home insurance Contacts Current accounts Overview Non-UK EU resident current account application | TSB Bank Classic Plus Added Value Under 19 Student Graduate Cash Joint bank account Overdrafts Switch FAQ Other Accounts Contactless payments You could be thousands of pounds better off with a TSB mortgage Mortgages Overview Mortgage valuation and survey fees Mortgage jargon buster Promise application Fix and flex First time buyers Variable mortgage rates Remortgaging Buy to Let Moving home Mortgage application start page Existing Customers Mortgage Guides Mortgage Calculator How much can I borrow Compare current accounts Personal banking changes Savings Overview Cash ISAs Instant access Fixed bonds Savings for children ISA guide Savings accounts guide Compare savings Save the Change Monthly Saver Easy Saver eSavings Loans Overview Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Loan Calculator Car loans Debt Consolidation Loans | TSB Bank Home Improvements Graduate loans Additional Borrowing Loans FAQs Costs of running a car guide Existing customers Repayment Holidays Loans | TSB Bank Loans | TSB Bank Loans | TSB Bank Car finance guide Credit cards Overview Platinum 20 Month Purchase Card Compare Cards Balance transfers Purchase Credit Cards Student credit card Low interest cards Apple Pay FAQs General Credit Card Conditions Credit Cards | Avios Credit Card Conditions | TSB Bank Advance Credit Card Platinum 28 Month Balance Transfer Card Platinum Purchase Card | TSB Bank Insurance Home Buildings Contents Starter Students Home Emergency Legal Gadget Personal Items Sports Equipment Bike Life Travel Landlords Pick and Protect home insurance Pick and Protect home insurance | TSB Bank Pick and Protect home insurance | TSB Bank Local Pride Overview TSB & Sabadell Help and support Managing standing orders | New app | Help | TSB Bank Logging in for the first time | Our new app | Help | TSB Bank Spending abroad | Currency converter | New app | Help | TSB Cancelling a Direct Debit | Our new app | Help | TSB Bank Setting up fingerprint login | New app | Help | TSB Bank Ways to bank Online Banking Mobile Banking Telephone Banking Branch Banking Internet Banking Demo TSB Local Volunteering A different kind of bank Support Current accounts Mortgages Savings General Loans Credit-cards Insurance Rates and Charges Travel Request a call back Make a complaint Order a cheque or paying-in book Order new PIN for credit card Credit Card Replacement Leave feedback Mortgage appointment form Community Partnerships Our impact Complaints PPI Complaints ID Aware Service Message Contact us Sitemap | TSB Bank Branch Locator Straightforward Money News Releases Enjoy more plusness with your everyday banking. Overview The current account that gives you plusness Overview Plussest bank account around | Uswitch | TSB Bank Overview Get cash back on your credit card. Plussest bank account around | Money Wise | TSB Bank Overview The current account that gives you plusness Overview The current account that gives you plusness Overview The current account that gives you plusness Overview The current account that gives you plusness Overview The current account that gives you plusness The current account that gives you plusness Overview The current account that gives you plusness The current account that gives you plusness Overview The current account that gives you plusness Overview The current account that gives you plusness Overview The current account that gives you plusness Overview The current account that gives you more plusness the more you use it. Overview The current account that gives you plusness Overview Five ways a TSB Mortgage can help you borrow well. Overview Cashback MoneySavingExpert Overview Cashback MoneySupermarket Overview Receiving the £130 payment for switching Overview Receiving the £130 payment for switching Overview Base Rate Frequently Asked Questions Overview The current account that gives you plusness Overview Service Message | TSB Bank Stamp Duty in Scotland Bad Request - 400 Page Not Found - 404 Search results: Privacy Plusness Android Pay Overview Setting Up Help Security Shop the way you want with Android Pay Apple Pay Overview Apple Pay setting up Apple Pay help Apple Pay security Overdraft calculator Overview Open a current account non-UK EU residents Opening an Under 19 Current Account Legal Help and support Fraud Prevention Centre Overview Other Scams How to recognise fraud We've got you covered Do you suspect fraud Security FAQs Phishing Youth banking Security Overview Improvements we have made What you can do Payments security process Identity theft Viruses and malicious software Social engineering Pick and Protect Privacy Policy | TSB Branch Refit TSB Blog Overview Selfie competition Partnership Dispute Transaction Form | Help | TSB Bank Some banks charge you to move your mortgage to them. We give you £150 to say thank you. Overview A few app questions Making mobile banking better Credit Card Comparison | Credit Cards | TSB Bank Overview SuperNov Business Rates and charges Authentication App |Business Banking | TSB Bank Accounts Overview Start ups Club, Charity and Society School Compare Savings Overview Instant Access Account 30 Day Notice Account Clients Call Account Designated Clients Account Business Savings Interest Rates Cards Overview Credit cards Debit card ClickSafe© Managing debt Loans & finance Overview Funding For Lending Lending appeals FAQ Lending Code Residential buy-to-let mortgage Commercial mortgage Base Rate loan Fixed Rate Loan Business overdraft Business mortgages Business Lending rates Enterprise Finance Guarantee Lending support Managing debt Lending application process Payment services Overview Cardnet® Bulk Payments service Online Payment Control Service Faster Payments CHAPS International payments SEPA Direct Debits for debtors Guides Overview Internet Banking Financial Services Compensation Scheme Text Alerts Internet Banking FAQ Business Banking Legal Contact us TSB | Investors | Covered Bonds Programmes TSB | Investors | Covered Bonds Share Fraud Warning Registrar Services About TSB Overview Our Business Our People Our Branch Programme Truth and Banking Measuring complaints In the News Overview Regulatory news service Image library Financials Overview Recommended Offer by Sabadell Results, reports and presentations Investor tools Debt investors Shareholder meetings Recommended Offer by Sabadell Restricted Disclaimer Personal Banking Straightforward Money Article Details All articles Note from Helen Rose and TSB Complaints Data 28 FEBRUARY 2017 | By Helen Rose | Tags: Truth and banking articles This year marks a huge milestone for us as we welcomed our five millionth customer, growing much faster than we’d expected we would when we first started out. However, if we are to continue to build on this success we must also continue to provide the excellent levels of service that our customers want and deserve – and have now come to expect. For this reason, we’re always seeking feedback from our customers to make sure we’re getting it right. Our customers’ opinions and suggestions are incredibly valuable and play a big part in improving the way we do business. And hopefully, this is reflected in how we handle complaints, as today, I’m pleased to say that we resolved nine in every 10 complaints (banking and credit cards) within three days during the second half of 2016. We also resolved more than half home finance complaints within three days. However, this has fallen from three quarters during the first half of last year. This is due in part to us moving across more than 27,000 former Northern Rock homeowners to TSB-owned brand, Whistletree. We’re confident that in the months and years to follow this figure will improve as these new customers begin to feel the benefit of TSB’s customer service. Like all banks, we share these complaints numbers twice a year at the request of our regulator the Financial Conduct Authority (FCA) to help customers understand banks’ overall performance. This time, it has introduced some changes to the way banks need to report their complaints data from 2017, so that all complaints are included in the data the FCA publishes. In total, we received 32,598 complaints during the second half of 2016 – a similar number recorded in the first half of the year. Without our customers we wouldn’t be where we are today, but we know that there are times when we don’t get it quite right. We make it our mission to listen to our customers and learn from their experiences. Of course, there are times when not all customers agree with the decision we have made about their complaint. When this happens, customers can ask the Financial Ombudsman, an independent dispute resolution service, to review their complaint and decide whether it thinks the bank was fair in its ruling. During the last six months, the Financial Ombudsman upheld 21 per cent of the complaints received from TSB, much fewer than the industry average of 42 per cent. Where a complaint is upheld we look at where it went wrong so we can learn from it. These efforts form part of our wider commitment to bring better banking to Britain – which has not only seen more customers choose to join us, it has helped us to become Britain’s most recommended high street bank. However, we know there is still more work to be done and we will continue listening to our customers to make sure we provide the kind of banking they want and deserve. If you have any comments you’d like to share with us you can do it here. Helen. 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 3.6 per 1,000 accounts N/A 29,361 29,417 90% 9% 63% General admin/customer service Home Finance 9.2 per 1,000 accounts N/A 2,260 2,230 53% 46% 55% General admin/customer service Insurance and Pure Protection N/A 2.1 per 1,000 sales 165 164 88% 11% 55% 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 812 818 N/A N/A 52% N/A Tags: Truth and banking articles Helen Rose, Chief Operating Officer TSB and Cookies X In order to give you the best experience we have set our website to allow cookies. By continuing, you agree that you are happy for us to use these cookies. To get more details or to change your cookie settings for our website please select “More Information” Accept and Continue Click Bank online 24/7 using our Internet Banking website or our mobile app. Internet Banking Tap Bank online 24/7 using our Internet Banking website or our mobile app. Download our app Download our app Call Bank over the phone 24/7 using our automated service - call 03459 758 758. Telephone Banking Visit Find your nearest branch or cash machine using our Branch Locator tool. Find branches Legal Accessibility Cookies Sitemap Contact us Privacy Press and Media Fraud Prevention Centre Careers Investor Relations Modern Slavery Act (PDF) 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.