We’ve been getting lots of questions about the recent computer troubles at TSB.

People are asking us:

  • how do they get problems sorted?
  • how can they put in a claim?
  • how can the ombudsman help?
  • I think I have been a victim of fraud or a scam - can you help?

TSB has pledged to help their customers who were affected by the computer problems. But if you’re unhappy with how they deal with your problem, contact us at the Financial Ombudsman Service. We can usually get involved 15 days after you’ve raised your concerns with the bank – and sometimes even sooner.

We’ve heard that some people have reported fraud on their accounts as a direct result of the IT problems. In addition, fraudsters may pose as the bank, offering help to sort things out, but in reality trying to gain access to customers’ accounts. We can help by looking at how a financial business has acted following the fraud or scam, and if we decide they've done something wrong, we'll consider how they should put things right. But how these scams happened and what happens to the people who carry them out is a matter for the police and other authorities to investigate. We recommend contacting the bank as soon as possible, if you’re worried this has happened to you. To see what TSB is saying to its customers about fraud and scams, you can look at information on their website.

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