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Information about Personal Current Account Services
The Financial Conduct Authority requires us to publish the following information about our Personal Current Accounts.
Availability of help and support in relation to certain services
How and when you can contact us to ask about the following things:
|
24 hour help |
Telephone |
Internet banking |
Mobile banking |
|---|---|---|---|---|
Contact details |
- |
03459 758 758 |
tsb.co.uk |
TSB Mobile Banking App |
Checking the balance and transactions |
No |
8am - 8pm |
Not possible* |
8am - 5.30pm |
Sending money within the UK, including setting up a standing order |
No |
8am - 8pm |
Not possible* |
8am - 5.30pm |
Sending money outside the UK |
No |
8am - 8pm |
Not possible* |
8am - 5.30pm |
Paying in a cheque |
No |
8am - 8pm |
Not possible |
8am - 5.30pm |
Cancelling a cheque |
No |
8am - 8pm |
Not possible |
8am - 5.30pm |
Cash withdrawal in a foreign currency outside the UK |
No |
8am - 8pm |
Not possible |
8am - 5.30pm |
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds |
No |
8am - 8pm |
Not possible |
8am - 5.30pm |
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number |
No |
8am - 8pm |
Not possible |
8am - 5.30pm |
Third party access to an account, for example under a power of attorney |
No |
8am - 8pm |
Not possible |
8am - 5.30pm |
Problems using internet banking or mobile banking |
No |
8am - 8pm |
Not possible |
8am - 5.30pm |
Reporting a suspected fraudulent incident or transaction |
Yes |
24 hours |
Not possible |
8am - 9pm |
Progress following an account suspension or card cancellation, e.g. following a fraud incident |
Yes |
24 hours |
Not possible |
8am - 9pm |
Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available |
No |
8am - 8pm |
Not possible |
8am - 5.30pm |
Note: This is a list of common queries. It does not represent the full list of those you can raise in relation to your account, or queries you can raise in one of our branches.
*You can carry out this service by logging into Internet Banking
**You can carry out this service by logging into your Mobile Banking App
Availability of certain services
How and when you can use your bank account to do the following things:
|
Telephone banking |
Internet banking |
Mobile banking |
|---|---|---|---|
Checking the balance |
24 hours |
24 hours |
24 hours |
Accessing a transaction history |
24 hours |
24 hours |
24 hours |
Sending money within the UK |
24 hours |
24 hours |
24 hours |
Setting up a standing order |
8am - 8pm |
24 hours |
24 hours |
Sending money outside the UK |
8am - 8pm |
24 hours |
24 hours |
Paying in a cheque |
Not possible |
Not possible |
24 hours |
Cancelling a cheque |
8am - 8pm |
Not possible |
Not possible |
Note: This is a list of common actions. It does not represent the full list of those you can take in relation to your account, or actions you can take in one of our branches.
Information about operational and security incidents
We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.
In the 3 months between 1 July 2024 - 30 September 2024 |
In the 12 months between 1 October 2023 – 30 September 2024 | |
|---|---|---|
| Total number of incidents reported | 1 |
5 |
| Incidents affecting telephone banking | 1 |
5 |
| Incidents affecting mobile banking | 1 |
5 |
| Incidents affecting internet banking | 0 |
4 |
Account opening information
How quickly do we open personal current accounts? |
|---|
We give customers an account number and enable them to start paying into the account: These figures are based on the time taken from our receiving all the information and documents we ask for at Personal Account FAQs page, in a case where we don’t need any further information or documents to open the account. |
How quickly do we give customers a debit card? |
|---|
Once an account is open, we give customers a debit card: |
How quickly do customers get internet banking? |
|---|
Once an account is open, customers have internet banking: |
How quickly is an overdraft available? |
|---|
Once an account is open, the overdraft is available: |
How quickly do we replace debit cards which have been lost, stolen or stopped? |
|---|
We replace debit cards: |
Opening a current account with us |
|---|
Go to our Personal Account FAQs page to find out how you can open an account, and what information and documents you need to give us to open an account. |
Opening a current account with us |
|---|
To open any of our accounts, a new customer will need to provide us with the documents and information set out on our identity FAQs page . We may request additional information or documents in individual cases. |
You can open an account:
- without visiting a branch - no
- where a visit to a branch is required, without an appointment - no
- by sending us documents and information electronically – no
- by post - no
This statement is not required to be published by the Financial Conduct Authority (FCA): We have to give you all of the information in the first table, Availability of help and support in relation to certain services, because it is required by our regulator, the FCA. They ask specifically whether our customers can speak to one of our Partners on the phone.
The CMA also requires us to publish service information in relation to our current accounts. This can be found on our personal current accounts and business current accounts service quality pages.
Complaints data
Complaints data |
|---|
Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data. View the most recent Complaints Page. |
The Financial Ombudsman Service publishes its complaints data every six months, which you can view on their site.
What is the interest rate being charged on our products?
Product |
Annual interest rate payable for arranged overdrafts on 30 September 2024 |
Annual interest rate payable for unarranged overdrafts on 30 September 2024 |
Refused payment fee on 30 September 2024 |
|---|---|---|---|
Spend & Save (previously Classic Account) |
39.90% |
39.90% |
£0.00 |
Spend & Save Plus |
39.90% |
39.90% |
£0.00 |
Classic Plus Account |
39.90% |
39.90% |
£0.00 |
Classic Enhance Account |
39.90% |
39.90% | £0.00 |
Classic Essentials Account |
N/A |
N/A |
£0.00 |
Student Account |
39.90% |
39.90% |
£0.00 |
Graduate Account |
39.90% |
39.90% |
£0.00 |
Select Account |
39.90% |
39.90% |
£0.00 |
| Select Plus Account | 39.90% | 39.90% | £0.00 |
| Silver Account | 39.90% | 39.90% | £0.00 |
| Silver Enhance Account | 39.90% | 39.90% | £0.00 |
| Gold Account | 39.90% | 39.90% | £0.00 |
| Gold Plus Account | 39.90% | 39.90% | £0.00 |
| Gold Enhance Account | 39.90% | 39.90% | £0.00 |
| Platinum Account | 39.90% | 39.90% | £0.00 |
| Platinum Plus Account | 39.90% | 39.90% | £0.00 |
| Platinum Enhance Account | 39.90% | 39.90% | £0.00 |
| Premier Account | 39.90% | 39.90% | £0.00 |
| Premier Plus Account | 39.90% | 39.90% | £0.00 |
| Premier Enhance Account | 39.90% | 39.90% | £0.00 |
How do our overdrafts compare?
A good way to compare the cost of our overdraft with other overdrafts or other ways of borrowing is to look at the APR. The APR shows the cost of borrowing over a year.
Information about overdraft pricing in the 3 months between 1 July 2024 and 30 September 2024
Product |
Advertised APRs during the quarter |
|---|---|
Spend & Save |
39.90% |
Spend & Save Plus |
40.1%* |
Student Account |
0.0% |
Graduate Account |
0.0% |
* The APR for Spend & Save Plus includes the effect of the interest free amount and the monthly maintaining the account fee.
Student Account has an Interest Free Amount of £1,500.
Graduate Account has an Interest Free Amount of £2,000.
