TSB - Has anyone gone to the Ombudsman?

Cotta

Hi All,

I have not been able to access my account since the issues surrounding TSB and I have had no success in trying to resolve the problem via the phone. I have tried the complaints procedure but I only received two holding letters in response and no third response after eight weeks passing. I am thinking of going to the Ombudsman as I need access to my money, what I wanted to know has anyone referred their TSB case to the Ombudsman or have you been able to resolve it in-house?

Thanks in advance

colsten

OP, I haven't had any undue trouble with accessing my TSB accounts myself so can only say what I would do if I were in your shoes. Which is that I would certainly go to the FOS if after 8 weeks my formal complaint wasn't resolved.

xylophone

I have had no problem with access but if you have not been able to access your account for all this time and you have had no reply to your complaint, then approach the Ombudsman.

https://www.moneysavingexpert.com/banking/online-tsb-banking-problems-complain/

You can submit a complaint to TSB directly via the following methods:

Via its online complaints form.
Via post, to: Customer Relations, TSB Bank PLC, PO Box 373, Leeds LS14 9GQ.
In one of its 550 branches !!!8211; find your nearest using its branch locator.
By calling its customer service number, 03459 758 758, between 7am and 11pm, seven days a week, or +44 (0)203 284 1575 from outside the UK.

Westie983

Hi,

I too have had issues with TSB and contacted them via online complaint form as I was unable to log onto mobile banking, couldn't see my credit card or statements.

I now have access to internet banking and can see my current account but still have no access to my credit card statements. Today I got a phone call from TSB about my complaint(s) and they explained they are upholding my complaint due to the issues I explained (no access and log phone call waiting times) they have offered me compensation and explained that the issue with the credit card statement being able to be viewed is still outstanding and they are still trying to work on it.

I have agreed to the compensation and hopefully the other issues will get sorted.

I would assume they are working though contacting everyone who had made a complaint with them due to the major issues they faced/are still facing

Westie983

Cotta

Westie983 wrote: »

Hi,

I too have had issues with TSB and contacted them via online complaint form as I was unable to log onto mobile banking, couldn't see my credit card or statements.

I now have access to internet banking and can see my current account but still have no access to my credit card statements. Today I got a phone call from TSB about my complaint(s) and they explained they are upholding my complaint due to the issues I explained (no access and log phone call waiting times) they have offered me compensation and explained that the issue with the credit card statement being able to be viewed is still outstanding and they are still trying to work on it.

I have agreed to the compensation and hopefully the other issues will get sorted.

I would assume they are working though contacting everyone who had made a complaint with them due to the major issues they faced/are still facing

Westie983

It maybe worth holding back then?

greyteam1959

I made my complaint online to the FOS yesterday.

Anthorn

Westie983 wrote: »

Hi,

I too have had issues with TSB and contacted them via online complaint form as I was unable to log onto mobile banking, couldn't see my credit card or statements.

I now have access to internet banking and can see my current account but still have no access to my credit card statements. Today I got a phone call from TSB about my complaint(s) and they explained they are upholding my complaint due to the issues I explained (no access and log phone call waiting times) they have offered me compensation and explained that the issue with the credit card statement being able to be viewed is still outstanding and they are still trying to work on it.

I have agreed to the compensation and hopefully the other issues will get sorted.

I would assume they are working though contacting everyone who had made a complaint with them due to the major issues they faced/are still facing

Westie983

So you are having continuing issues with your TSB bank account but you still stay with TSB. It's like continuing to stand in front of a fire while complaining you're too hot. You also "assume they are working through contacting everyone". Does that mean you don't actually know? Lastly a link to prove what you're saying would be welcome.

In the circumstances it's probably prudent to switch!

Zanderman

Anthorn wrote: »

So you are having continuing issues with your TSB bank account but you still stay with TSB. It's like continuing to stand in front of a fire while complaining you're too hot. You also "assume they are working through contacting everyone". Does that mean you don't actually know? Lastly a link to prove what you're saying would be welcome.

In the circumstances it's probably prudent to switch!

I think we can assume Westie's experienced enough to be able judge their own situation!

Personally I too am still with TSB - but also with many other banks - and I have no intention to switch away from TSB, quite the opposite in fact as they are paying me decent interest well above the going rate.

Why would you think Westie should 'know' whether they are working through everyone? It was Westie's assumption - and it's a reasonable one (I would have said the same in the same situation - wouldn't you?). There's no need for Westie to actually 'know'. How could they?

And why oh why do you doubt Westie's account and demand proof? Even if that was a reasonable suggestion (it's not) how would Westie do that to your satisfaction? By providing a link to what?

In the circumstances I see absolutely no need at all to switch.

Westie983

Anthorn wrote: »

So you are having continuing issues with your TSB bank account but you still stay with TSB. It's like continuing to stand in front of a fire while complaining you're too hot. You also "assume they are working through contacting everyone". Does that mean you don't actually know? Lastly a link to prove what you're saying would be welcome.

In the circumstances it's probably prudent to switch!

Yes I have remained with TSB because of the interest payments, regular saver and my credit card, I have accounts with most of the banks and therefore have exhausted most of the switching incentives one of which was to TSB.

Yes you are correct I dont actually know they are contacting everyone as I dont have access to TSB complaints but I have been contacted after my three complaints raised on their online contact from. What link are you requesting from me?

Westie983

Cotta

Westie983 wrote: »

Yes I have remained with TSB because of the interest payments, regular saver and my credit card, I have accounts with most of the banks and therefore have exhausted most of the switching incentives one of which was to TSB.

Yes you are correct I dont actually know they are contacting everyone as I dont have access to TSB complaints but I have been contacted after my three complaints raised on their online contact from. What link are you requesting from me?

Westie983

TSB's regular saver is poor at 2%?

masonic

I took my complaint to the FOS recently and have already had an outcome. I've posted about it in this thread: https://forums.moneysavingexpert.com/discussion/5833425/mse-news-tsb-customers-still-unable-to-use-online-banking-after-weekend-upgrade (see the last few posts)