TSB Bank plc

Financial Ombudsman decision DRN-5027068 Upheld

Upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

Fri Oct 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

It took three attempts, and three months, after his view of 16 March 2024, to get a clear admission out of TSB.Complaint handling

the error was within the TSB system. One of the databases didn’t recognise a valid number and therefore the process failed to generate a one-time passcode.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5027068.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.