TSB Media Statement

Paul Pester, Chief Executive Officer at TSB, says: “Our teams continue to work around the clock to fix the problems that some of our customers are having in accessing their TSB accounts.

“I want to reassure our customers that the engine room of the bank is working as it should.  This means that for the vast majority of our five million customers, everything is running smoothly.  They can do their day-to-day banking, such as using their cards to get money out of cash machines and paying for goods with their debit or credit card in shops both on the high street and online.  All of the services that happen every day such as direct debits, standing orders, payments including salary credits, and transfers going in and out of accounts are working as normal.

“The challenge we are facing at the moment is that while we know everything is working, one of the main ways that our customers see everything is working – through our internet banking and mobile app – isn’t functioning as well as it should be, and for this I’m truly sorry.  I can appreciate how frustrating this must be for our customers.  

“At this time, our call centres and branches may be busier than usual helping our customers.  While we will try and help everyone as quickly as we can, there are a number of other ways to bank with TSB.  For instance, customers can check their balance and withdraw money at a cash machine and they can also, as always, do this and make payments through their local Post Office. 

“Of course, customers can rest assured that no one will be left out of pocket as a result of these access issues.”

Notes to editors:

• Mobile banking is currently operating at over 90% of capacity – so for every 10 customers who try to access our mobile app, nine will be able to access this service.
• Internet banking is currently operating at around 50% of capacity – so for every 10 customers who try to access our internet banking, five will be able to access this service.

-ends-