As the impact of their systems upgrade started just over two weeks ago on Sunday 22 April, this presumably will have swamped their complaints team, so complaints about other matters raised previously may be getting less priority while they take care of the fallout from their catastrophic major outages? This would appear to be endorsed by
https://www.tsb.co.uk/help/complaints/, stating "Because of the problems our customers have been experiencing we’ve been having more complaints than normal, which may take us longer to resolve", so they're obviously hoping that people with complaints about other matters will cut them some slack....
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Ive had nothing. No email, call or letter, I thought by FOS regulations they had to acknowledge complaints within 5 days?
Originally posted by wizzywig27
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The FOS is just the ombudsman service rather than the regulator, but the FCA just says 'prompt' acknowledgement rather than anything more specific, at
https://www.handbook.fca.org.uk/handbook/DISP/1/6.html:
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On receipt of a complaint, a respondent must:
(1) send the complainant a prompt written acknowledgement providing early reassurance that it has received the complaint and is dealing with it; and
(2) ensure the complainant is kept informed thereafter of the progress of the measures being taken for the complaint's resolution.
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