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TSB Complaints for second 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 second half of 2024, we received a total of 32,815 complaints, of which the majority (circa 92%) were banking and credit card complaints.
TSB complaints for the second half of 2024 can be found below:
Period covered in this report: 1 July – 31 December 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 |
3.3 Per 1000 Accounts |
N/A |
30,108 |
29,045 |
61.2% |
37.6% |
65.9% |
general admin / customer service |
Home finance |
7.1 Per 1000 Balances outstanding |
N/A |
1,753 |
1,720 |
62.6% |
36.2% |
55.0% |
general admin / customer service |
Insurance and Pure Protection |
N/A |
0.4 Per 1000 Policies Sold | 22 |
24 |
37.5% |
45.8% |
58.3% |
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 |
932 |
848 |
N/A |
N/A |
63.7% |
N/A |
Claims Management |
N/A |
N/A |
N/A |
N/A |
N/A |
N/A |
N/A |
N/A |
