TSB

Worst bank EVER. Had a nightmare with recent switch, they have blocked my card and account with no access to money until I go in branch with ID - nearest branch is 40min drive and I go on holiday tomorrow SHOCKING. Waiting times on phone 30mins until someone even answers. I wish I stayed with Santander, who I couldn’t recommend enough. Will forget the switch incentive and will switch back - that’s how bad they are!! Complaining to the financial ombudsman

Tied to open an account with TSB, they were offering £100 if you use the card X times by a certain date. The account was opened without issue and a card received in the post, but no activation code letter which is necessary to use it and login to mobile banking. I tried calling TSB but was left on hold for a long time with no response. It also just rings - there's no indication of where you are in any queue, it's very frustrating. I eventually gave up. I'm left with an account open but no way to use it and no way to contact them, since they don't answer the phone and you can't contact them via the app until you can get into it. Very poor.

We dealt directly with Nicola Shadick who was professional, approachable, courteous and knowledgeable. She clearly explained the process, was extremely patient with all my questions, called and emailed when she said she would, and was consistent in the information she provided, all of which instilled in me confidence that Nicola was doing her best for us. We were fortunate that our application had a positive outcome, but even if that had not been the case I would have not have had anything but praise for Nicola. Her professionalism made the application process more manageable for us at what had been a very stressful time. Hang on to her, she’s great.

I called in to my local HIGH STREET branch in LINCOLN on Saturday 13/9 with a problem I just could not fathom out and was served by a young man named OLIVER, he guided me through the process step by step and made it so easy to understand and the job was done in no time, a wonderful young man and who is a credit to the branch

I dealt with Mariann and team in Hamilton branch. Completely professional and also gave me lots of information on scams. All the team are friendly and willing to help - thank you.

The Doncaster High Street branch have the most amazing colleagues. I have had lots of occasions to need help or advice and they are so helpful . They are a credit to TSB banking.

Stay away from this bank. They have locked my money and are asking for “proof of entitlement” TO MY OWN MONEY. I’ve never experienced this from any bank. Stay away!!!

Great HELP.

I am slightly disappointed with the TSB 7x attempts to get through. A request for an update regarding to recall a payment of £620 has forced me to issue court proceedings costing a further £70 due to not being updated not even a phone call from TSB. We are the customers and should have an element of protection which does not appear in this case On reflection TSB do drag their size 11 feet when dealing with issues find another bank I say !

I met with Pam at TSB in Cape Hill, Smethwick who gave me an excellent service. She really helped me with my finance. A great asset to TSB.

i would give this less than zero if i could. two seperate issues, one of which has dragged on for months. They mucked this up in so many ways its beyond belief, including most likely breaking the data protection act when they incorrectly addressed a letter to me. They clearly should be able to determine who altered the name and address when the letter was sent but claim not to be able to do so (don't they have computer records of who has done what like most firms). It took them 4 attempts to do something that was a fairly standard procedure. It took numerous follow up messages, complaints to the ombudsman etc before finally getting this dealt with properly. Yes they've paid compensation but nowhere near enough for the hassle, stress, and damage to my mental health that was caused by their inadequate responses. Then they had the cheek to make out i was to blame and that they would ignore my messages when they clearly hadn't resolved the issue. We all make mistakes, I know i've made more than my fair share but this was utterly disgusting and shouldn't have needed 4 attempts by the tsb to get it right. Thankfully they were much more on the ball with the 2nd related issue and that was dealt with much better, only needing a minor follow up on my part. its just a pity they couldn't have done that first time round. Based on the first experience, it has been utterly vile

What I thought would be complicated, was not thanks to Kevin of Grimsby branch of TSB. I went in feeling emotional having to sort out power of attorney banking issue for my mum but came out relieved things were sorted and smiling thanks to Kevin's sensitive humour. Cannot thank him enough.

If I could have given 0 stars then I would have. I am treasurer for an archery club. We have banked with TSB for over 10 years. We are a limited company so we use TSB's business banking service. Over the past 2 years we have had a number of incidents that have soured our view of TSB permanently. It is worth saying that the staff in the call centre are unfailingly courteous and helpful and are pleasure to deal with. However, our beef is with the back office functions, who are in some cases cannot be contacted by customers. Our first problem was about 2 years ago, when I noticed that 4 large transactions had almost completely emptied our bank account. None of the club's officers had been involved with these. When I contacted TSB's security team it transpired that these had been executed in TSB's Cheltenham branch, about 90 miles from where we're based in Shropshire. TSB claimed that transactions had all been authorised by one of my committee colleagues - who had been nowhere near Cheltenham for several years. This was also despite our mandate stating that transactions required authorisation from two of our then four identified signatories. A friend of mine who is a former bank manager said that this bears the hallmark of a fraud that was perpetrated with inside assistance. TSB did refund all the money but would not disclose any details of their own investigation. TSB did pay £50 compensation, which was small beer compared with the stress the incident caused. About a year later a similar event happened, again involving four transactions executed in branch, this time in a London branch. Again, TSB accepted that this was fraud and refunded the money. Also again, TSB paid £50 compensation. This time we complained to the Financial Ombudsman, who persuaded TSB to pay £500 in compensation. 3 months ago, in common with many clubs, we changed the composition of our committee. Since then I have made multiple attempts to update the business mandate to align with the new committee. TSB's mandates team has blocked these attempts for various reasons. They say they're committed to keeping our details up to date and yet they are unwilling to take the information that we have provided as a move towards the full information. In their last communication, they threatened to suspend our account if we had not complied with their last request by 26th September. I submitted a new mandate on 3rd September. On the morning of 12th September I received an email stating that our account had been suspended - 14 days before the deadline and out of line with what had been stated in the most recent email. TSB make some pathetic excuse that it's Government directives that have caused the changes in their processes - but in my view, that does not explain rubbish process design and under-resourced customer service teams. TSB further confuses things by having a Know Your Business (KYB) process that is separate from the mandates process. The KYB team uses different forms and processes - which to an outsider is very confusing. .....and after all that, at the time of writing, we're still not done :-( In all honesty, if someone asked me whether they should bank with TSB, I would answer with an emphatic NO, not if they were the last bank available.

I attended the Commerce Street bank in Arbroath to close my Loan and was dealt with by an individual that couldn’t help and directed me back home to use the phone. The inline documentation clearly states I can go in to my local bank to do this. Upon telling her this she replied “this is how I hate my job, dealing with people like you”

20mins wait in the line to simply withdraw cash.....absolutely shocking!!!!

I visited the TSB High Wycombe branch yesterday and was truly impressed by the service I received. Shabana was incredibly helpful, polite, friendly, and bubbly — she really knows her stuff. Even though there was a tense situation in the branch with another customer. Shabana handled it calmly and professionally, doing her best to control the situation. Despite that, she still gave me her full attention, focusing on my needs and making me feel heard and valued. Her support has honestly restored my faith in customer service. She went above and beyond, making me feel welcome and respected. Because of her, I’ve decided to open an account with TSB. Shabana is a true asset to TSB. Massive thank you for going the extra mile!

I bank at TSB in Wallington. Today I needed to make a payment to HMRC and I was a little unsure and indeed anxious about how to do this. I went into my local branch and was served by Rob who was extremely helpful. He talked me carefully through the whole process and explained everything very clearly, removing all the pain from the task. Like all the staff in this branch he has excellent customer-handling skills and – for someone like me who sometimes struggles with banking matters – he made the whole thing really easy and straightforward. I have nothing but admiration for the quality of service offered by Rob and indeed all his colleagues at this branch.

Absolute waste of time. If there systems aren't down (which isn't very often) then the service is appalling. Put in a complaint over a week ago and they haven't even acknowledged it. They seem to have one person working on mobile banking as the phone just rings and rings, saying they are busy, please hold on. Will be moving my account tomorrow.

absolute garbage. They’ve blocked my payment due to fraud detection but i haven’t reported any fraud. they take over 24 hours to reply in chat. Its been blocked over a week. i’ve currently been on hold over 30mins on the phone n counting. DO NOT USE THIS BANKING SERVICE. they don’t even apologise or compensate for the inconvenience they’ve caused. Theyr over seas chatters don’t even understand english and are literally typing off a script. Don’t bother just go else where. the service is atrocious. Run by a bunch on clowns.

Opened a new account but didn’t understand how to finish it . Just been told how to transfer DD etc but will miss out on the current offer sadly unless I use my card 5 times between now and the 21st ! Explained I need the carer and mental health issues wasn’t bothered to listen