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TSB Bank plc
Legal entity: TSB Bank plc
FCA register status: Authorised — the FCA’s own status for this firm reference, not our finding. See the FCA’s own record on the Financial Services Register.
Companies House SC095237, incorporated September 1985
2,681banking decisions
31.4%uphold rate
1,839not upheld
Beyond banking
The figures above cover this firm’s banking, credit and mortgage decisions only. The Ombudsman also decided complaints about it in other sectors, which behave differently and are kept separate rather than averaged in.
| Sector | Decisions | Uphold rate |
|---|---|---|
| Banking, credit and mortgages — shown above | 2,681 | 31.4% |
| Investments and pensions | 9 | — |
| Payment protection insurance | 5 | — |
| Insurance (excluding PPI) | 4 | — |
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Service failure | 465 | 242 | 52.0% |
| Complaint handling | 458 | 201 | 43.9% |
| Account closed or refused | 320 | 88 | 27.5% |
| Credit file reporting | 315 | 115 | 36.5% |
| Charges and fees | 293 | 96 | 32.8% |
| Product mis-sold | 256 | 67 | 26.2% |
| Unauthorised transaction | 227 | 50 | 22.0% |
| APP scam refund refused | 204 | 48 | 23.5% |
| Funds blocked or frozen | 201 | 66 | 32.8% |
| Payment delayed or failed | 160 | 60 | 37.5% |
| Card dispute or chargeback | 149 | 35 | 23.5% |
| Mortgage administration | 145 | 60 | 41.4% |
| Support for vulnerable customers | 135 | 63 | 46.7% |
| Interest and rates | 129 | 39 | 30.2% |
| Treatment in financial difficulty | 129 | 34 | 26.4% |
| Irresponsible lending | 118 | 40 | 33.9% |
| Identity checks and access | 94 | 24 | 25.5% |
| Data and privacy | 67 | 27 | 40.3% |
| Bereavement and power of attorney | 30 | 12 | 40.0% |
The official record
What the firm itself reports to the regulator, scoped to banking and credit complaints only. This is a different measure from the decisions above — it covers all complaints a firm received, not only those that reached an ombudsman. Firms report on periods set by the regulator, which are not always the calendar half-year the file was published under (shown below where they differ). No period-over-period change is calculated here — these are the reported figures only. See the scorecard for all three measures side by side.
| Source | Period | Upheld | Opened | Closed | New cases |
|---|---|---|---|---|---|
| FCA | 2025-H2 2025-07-01 to 2025-12-31 | 52.3% | 32,154 | 31,877 | — |
| FCA | 2025-H1 2025-01-01 to 2025-06-30 | 55.7% | 28,085 | 29,105 | — |
| FCA | 2024-H2 2024-07-01 to 2024-12-31 | 65.9% | 30,108 | 29,045 | — |
| FCA | 2024-H1 2024-01-01 to 2024-06-30 | 65.0% | 23,784 | 23,831 | — |
| FCA | 2023-H2 2023-07-01 to 2023-12-31 | 69.0% | 27,450 | 27,633 | — |
| FCA | 2023-H1 2023-01-01 to 2023-06-30 | 66.5% | 29,585 | 29,579 | — |
| FCA | 2022-H2 2022-07-01 to 2022-12-31 | 73.7% | 30,702 | 30,438 | — |
| FCA | 2022-H1 2022-01-01 to 2022-06-30 | 72.2% | 32,578 | 32,460 | — |
| FOS | 2025-H2 | 26.0% | — | — | 1,338 |
| FOS | 2025-H1 | 24.1% | — | — | 877 |
| FOS | 2024-H2 | 31.0% | — | — | 752 |
| FOS | 2024-H1 | 33.5% | — | — | 652 |
| FOS | 2023-H2 | 34.0% | — | — | 707 |
| FOS | 2023-H1 | 33.2% | — | — | 851 |
| FOS | 2022-H2 | 31.3% | — | — | 666 |
| FOS | 2022-H1 | 33.3% | — | — | 737 |
What the regulator did
FCA final notices naming this firm. This is a separate record from the Ombudsman decisions above: the Ombudsman resolves individual complaints, the FCA penalises the firm for rule breaches.
| Date | Penalty | Breach |
|---|---|---|
| 9 Oct 2024 | £10,910,500 | This Final Notice refers to the breaches of PRIN 3 and 6 related to the unfair treatment of customers in the retail bank, mortgage and consumer credit sectors. We imposed a financial penalty of £10,910,500. |
| 20 Dec 2022 | £29,750,000 | This Final Notice refers to breaches of PRIN 2 related to failing to exercise due skill, care and diligence and PRIN 3 for not taking reasonable care in organising and controlling its affairs responsibly and effectively, with adequate risk management systems, in the retail banking sector. The FCA imposed a financial penalty of £29.75 million. |
Decisions are attributed to a firm only where the decision text names it unambiguously. Where a name could refer to more than one firm, the decision is left unattributed rather than guessed, so these counts are a floor, not a total. Method.