TSB Bank plc

Financial Ombudsman decision DRN-3535441 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Thu Nov 18deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Complaint handling, Service failure

In the Ombudsman’s words

Some of the owner’s complaints about managers not returning calls after the final response could be viewed as specifically being complaint handing ones.Complaint handling

The complaint ... complains that TSB Bank plc didn’t resolve a problem accessing its mobile banking app, provided poor customer service, ignored requests for contact and was dismissive.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3535441.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.