Upheld: poor customer service and inadequate complaint handling complaint against TSB Bank plc
Financial Ombudsman decision DRN-6341845 of 2026-06-03T00:00:00+00:00. poor customer service and inadequate complaint handling complaint against TSB Bank plc. Outcome: Upheld.
Decision detail
| Reference | DRN-6341845 |
|---|---|
| Decision date | 2026-06-03T00:00:00+00:00 |
| Firm | TSB Bank plc |
| Product | debit card / current account |
| Claim type | poor customer service and inadequate complaint handling |
| Outcome | Upheld |
| Remedy | TSB Bank plc required to: (1) provide a written apology to Mrs S for poor service when she reached out for help and when she complained; (2) pay additional £75 compensation to Mrs S, bringing total compensation to £100. |
Summary
Mrs S, a long-standing TSB customer, purchased an item online in March 2025 that raised fraud concerns due to unexpected immediate shipping and currency charges. When she contacted TSB seeking reassurance, she received only technical explanations rather than helpful guidance. TSB's complaint handling was also unhelpful and unclear. The ombudsman found TSB should have provided human reassurance rather than technical responses, and upheld the complaint requiring TSB to apologize in writing and pay £75 additional compensation (total £100).
The Ombudsman's reasoning
The ombudsman found that Mrs S had legitimate reasons to be concerned about potential fraud given the red flags (immediate shipping of bespoke item, unexpected currency charge). When she contacted TSB seeking reassurance, she received only technical explanations rather than human reassurance. The ombudsman rejected TSB's argument that the customer should have explicitly stated she suspected fraud, noting that concern about being scammed is not the same as reporting a fraudulent payment. The ombudsman also rejected TSB's criticism of the customer's choice of contact method, finding the online chat was an appropriate channel. The ombudsman concluded TSB could and should have been more helpful.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| TSB Bank plc, all decisions | 3,565 | 26% |
Source
Read the original decision on the Financial Ombudsman Service website