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TSB Complaints for second half of 2023
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 2023, we received a total of 30,490 complaints, of which the majority (circa 90%) were banking and credit card complaints.
TSB complaints for the second half of 2023 can be found below:
Period covered in this report: 1 July - 31 December 2023
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 |
27,450 |
27,633 |
69.1% |
29.8% |
69.0% |
general admin / customer service |
Home finance |
8.6 Per 1000 Balances outstanding |
N/A |
2,195 |
2,294 |
55.0% |
40.2% |
57.6% |
general admin / customer service |
Insurance and Pure Protection |
N/A |
0.4 Per 1000 Policies Sold | 25 |
26 |
34.6% |
61.5% |
46.2% |
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 |
820 |
880 |
N/A |
N/A |
53.0% |
N/A |
Claims Management |
N/A |
N/A |
N/A |
N/A |
N/A |
N/A |
N/A |
N/A |