At TSB, we put our customers first, and we want to acknowledge when we’ve made a mistake.
We’re working hard to make sure we correct any errors we find, put things right so it doesn’t happen again, and contact those who’ve been affected. This may mean some customers and former customers receive a refund or other type of payment.
If you’re due to receive a payment from us, we’ll contact you by email, letter or call with all the information you need.
Current customers
We’ll contact you with more information and make the relevant payment to an eligible TSB account in your name within five working days of the email or letter. In some circumstances we may ask you to visit our secure online hub to provide more information for your payment. This will then be made within 10 working days of providing your details.
The payment reference will start with ‘TSB ’, or it will be ‘Adjustment’ for payments to credit card accounts.
Former customers
We’ll contact you with more information and ask you to visit our secure online hub to provide details for your payment. You can log in using the unique registration code from the email or letter we sent you and your date of birth. Your payment will be made within 10 working days of providing your details.