Have you been affected by the problems at TSB?

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.

Latest news

Ombudsman News 186

6 December 2023

Welcome to the latest edition of Ombudsman News. In this edition, we mark 16 Days of Activism against Gender-Based Violence by sharing our approach to financial complaints involving economic or domestic abuse. We also highlight our Plans and Budget Consultation for 2024/25 and our Annual Report and Accounts.

Economic abuse Annual report Strategic plans and budget

Read more 

Our performance improvements and consultation on plans to reduce costs to businesses

6 December 2023

Today we have published details on the next phase of our transformation, in a consultation on our plans and budget for the 2024/25 financial year.

Plans and budget Annual report

Read more 

Complaints about Nationwide’s Fairer Share Payment scheme

1 November 2023

We have been asked by some members of Nationwide to investigate complaints about the Fairer Share Payment scheme.

Read more