TSB Bank plc

Financial Ombudsman decision DRN-4104762 Upheld

Upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Wed Jun 28deadline 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

I don’t think TSB showed it got to the root of the issue in April 2021 and it hasn’t explained until now that opting out wouldn’t avoid a message for S’ clients and provided evidence that the name matching is working for SComplaint handling

TSB Bank plc didn’t resolve difficulties its clients were having when trying to send it paymentsService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4104762.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.