TSB Complaints for first half of 2024

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 2024, we received a total of 26,608 complaints, of which the majority (circa 89%) were banking and credit card complaints.

TSB complaints for the first half of 2024 can be found below:

Period covered in this report: 1 January – 30 June 2024

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	2.6 Per 1000 Accounts	N/A	23,784	28,831	67.6%	31.8%	65.0%	general admin / customer service
Home finance	7.6 Per 1000 Balances outstanding	N/A	1,920	1,997	57.3%	41.4%	55.3%	general admin / customer service
Insurance and Pure Protection	N/A	0.5 Per 1000 Policies Sold	30	28	60.7%	32.1%	57.1%	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	874	871	N/A	N/A	57.4%	N/A
Claims Management	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A