Not upheld: account management - multiple profiles and email delivery complaint against TSB Bank plc
Financial Ombudsman decision DRN-6135141 of 2026-06-12T00:00:00+00:00. account management - multiple profiles and email delivery complaint against TSB Bank plc. Outcome: Not upheld.
Decision detail
| Reference | DRN-6135141 |
|---|---|
| Decision date | 2026-06-12T00:00:00+00:00 |
| Firm | TSB Bank plc |
| Product | Current account |
| Claim type | account management - multiple profiles and email delivery |
| Outcome | Not upheld |
| Remedy | None. No compensation awarded. |
Summary
Mr R complained that TSB Bank plc maintained multiple profiles for him and sent emails to old email addresses despite his instructions. TSB sent a letter by email on 8 August 2025 using the address on file at that time, but the email failed to deliver. TSB then sent the letter by post and later resent the email to Mr R's updated address. The ombudsman found that TSB had merged all profiles into one in September 2023, used the correct email address on file, and took appropriate corrective action when the email failed. The complaint was not upheld as TSB did not act unfairly or make an error.
The Ombudsman's reasoning
The ombudsman applied the test that to uphold a complaint, TSB must have done something wrong or unfair and Mr R must be worse off as a result. The ombudsman found that TSB used the correct email address on file at the time of sending, acted fairly by sending the letter by post when the email failed, and had merged all profiles into one. The ombudsman found no evidence of previous email issues or ongoing problems after the profile merger. Therefore, the complaint did not meet the threshold for upheld.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| TSB Bank plc, all decisions | 3,565 | 26% |
| Current account, all decisions | 45,590 | 19% |
Source
Read the original decision on the Financial Ombudsman Service website