TSB is a UK-based bank that offers a range of financial products and services aimed at personal banking customers. With a commitment to providing simple and secure everyday banking solutions, TSB serves over 5 million customers across the country. The bank's offerings include current accounts, savings accounts, personal loans, and mortgage products, catering to individuals seeking to manage their finances effectively. Focused on assisting customers in making the most of their money, TSB emphasizes online banking services that allow for easy access and management of accounts. The bank also provides resources for managing debt and financial concerns, ensuring that customers have the support they need during challenging times. With a strong emphasis on safety and security, TSB prioritizes protecting customer information and maintaining trust in its banking services.
TSB receives a mix of feedback from its customers, highlighting both commendable service and significant frustrations. Many reviewers praise the helpfulness and professionalism of staff at various branches, noting positive experiences with employees like Abbey, Nicola, and Kevin, who provide excellent support and guidance.
However, a substantial number of complaints focus on the bank's customer service issues, particularly regarding phone support and account management. Customers express frustration over long wait times to speak with advisors and difficulties in resolving issues related to card fraud and account access. Some report feeling trapped by the bank's policies, with locked accounts and inadequate support during critical situations.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 3.1 | 60 | 100% | — | ● Low |
Monthly average rating from reviews written by people.
Not enough history for a trend yet: 60 reviews in 1 month. The chart appears once reviews span two months.
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 60 most recent reviews.
“I met with Pam at TSB in Cape Hill, Smethwick who gave me an excellent service”
“Tsb customer of 20yrs”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Finance & Insurance.
| Company | Overall | Legit | Service | Website & app | Trend | Reviews |
|---|---|---|---|---|---|---|
 | 3.1 out of 5 (fair) | 67 out of 100 | 3.6 out of 5 (good) | 2.1 out of 5 (poor) | — | 60 |
| 4.2 out of 5 (good) | 100 out of 100 | 3.3 out of 5 (fair) | 3.0 out of 5 (fair) | — | 1,200 | |
| 4.7 out of 5 (good) | 100 out of 100 | 4.7 out of 5 (good) | 4.6 out of 5 (good) | — | 1,060 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 4.7 out of 5 (good) | — | 1,060 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.7 out of 5 (good) | 4.0 out of 5 (good) | — | 1,060 |
Bottom line: TSB is #5 of 5 on overall rating in this group. On website & app, JustCover Travel Insurance scores higher (4.7 vs 2.1).
60 reviews of TSB. Filter by what matters to you.
Amazing service from Victoria Gendall. There were a number of different things I needed to sort for my account(s) and she was fantastic, explained all my options and was so patient whilst I sorted bit my side. I had been putting off doing this for so long, but now I have no idea why as she made it easy. Thank you so much!
There is a severe flaw in TSB's online payment authentication process. I needed to place an order for Euros at a supermarkets travel money department. I filled everything in on the website, put my bank card details in and went to pay, but a box comes up from TSB telling me they are sending me a confirmation pass code via SMS and I need to enter the code in the box. I get a floating notification indicating that I have a text message from TSB, but I then have to leave the payment page I'm on and go onto my messages to see the pass code. When I go back to enter the code, because I left that payment page, the transaction is cancelled. I go through the whole process again and TSB send me another code and I have the same problem. The result is, it is absolutely impossible to complete the online transaction. This has happened many times with other online payments as well. I phoned customer services but they were no help. The lady just kept saying I need to enter the code that was sent via SMS. I kept explaining that I need to leave the payment page and go onto my messages in order to get that code and all she could say was that I need to change my phones notification settings. I don't as it is already set to every form of notification, including floating notifications. The code is not displayed in the floating notification, you have to open your messages to see it. The only way around this problem is by having two people involved in completing the online transaction. I had to phone my wife and tell her to have her phone on loud speaker while she places the order using my bank card and all my details and then when I receive the code, I read it out to her for her to enter on her phone. It is absolutely ridiculous and an extremely flawed method of authentication that has caused so many problems. A simple question for TSB....how do I complete on online payment, when I have to leave the secure payment page to go to my SMS messages in order to get the code and by leaving the secure payment page, the transaction I was about to make is ended.
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Polarized pattern: few middle ratings. 52% of recent reviews are 4–5★ and 48% are 1–2★.
Very good service from alpa in Wallington branch, resolved my issue.
Trying to switch accounts and it simply won’t let me. It let me open a TSB account but I can’t switch, the link just times out. This means I won’t get the cash for switching and that was the purpose of opening a new account. Tried phoning and having been on hold for 50 minutes I gave up. I tried to complete the online survey but they obviously didn’t like my answers as when it came to submitting- guess what - TIMED OUT!!!! Im now left with another bank account. Please don’t try to switch with TSB.
I HAD TO VISITT. MY LOCAL BRANCH LORD STREET LIVERPOOL 1. REGARDS TOFRAUD RELATED. ISSUES. THE BANK MANAGER CHRIS. ..AND HIS ASSISTANT GEORGIA. ... IAM DISABLED. CHRIS AND GEORGINA TREATED ME WITH SUCH RESPECT AND CANDOR I FELT I MUST ASK YOU TO PLEASE TELL THEM BOTH HOW VERY MUCH THEY HELPED ME. IN THIS BRANCH. BOTH WERE ABSOLUTELY 💯 👌 CUSTOMER. ...CARE. ENTHUSIAM. THE DAY WAS THURSDAY 4TH SEPTEMBER AM
I needed some help applying for a credit card and had the pleasure of being assisted by Callum Wallis. He was very professional and helpful. He listened to my needs and I ended up opening a bank account with TSB as well. Thank you very much for guiding me through the process Callum. I hope your boss recognises your efforts.
Got a credit card which I am essentially unable to use - Didn't send a pin to start with I had to request it. The 2 factor security doesn't work either, I enter the code I'm sent and the payment won't process. I have had this card for a couple of months and haven't managed to do a single transaction - its been blocked twice! Getting it unblocked is a real pain (the first time I had to do this by phone call which lasted over 20 mins as I had to go through identical security checks with two different people for no reason). App is crap, chat is crap, phoneline teams are crap. Go use Nationwide, or Starling or Monzo or just a different bank that works.
TSB YOUR A JOKE TRANSFER 5K INTO THE TSB I WOULDENT TRANSFER 5 QUID INTO THE TSB THE WORST BANK IN THE UK ALL I HAVE GOT FROM THE TSB IS 1 PROBLEM AFTER ANOTHER I HAVE BEING WITH THE TSB BANK FOR 20 YEARS & THEY HAVE NEVER OFFERED ME A CREDIT CARD THE EVEN DECLINE MY APPLICATION FOR A STUDENT ACCOUNT THE FACT IS I AM FED UP WAY THE TSB GETTING IT ALLL THEIR OWN WAY NEARLY TRASHING MY CREDIT SCORE ON SEVERAL OCCASIONS THOUGH THEIR INCOMPITENCE TIME TO TRANSFER TO A DIFFERENT BANK ASAP THAT WILL APPRECIATE YOUR LOYALTY 20+ YEARS AT THE. TSB REJECTED 3 OR MORE TIMES FOR A CREDIT CARD TIME TO MOVE TO NATION WIDE BANK ASAP ANY BANK WILL DO BAR THE UNRELIABLE TSB.
I have worked with Katherine from TSB on my remortgage over the past year and her knowlege, candor and can do attitude are second to none. I really wish dealing with other companies was like this. She made the whole process easy and nothing was too much. It's very refreshing to have a normal conversation not a robotic response. On top of this when I initially took out the mortgage my experience was similar with her colleague.
I recently had 10 minutes worth of security related questions when contacting by phone, I considered this excessive and unnecessary. It did make me wonder if the call centre staff were having a competition to see which customer lost their patience first!
Yvonne at the Clifton Branch Nottingham was absolutely fantastic.Very helpful very caring.And very supportive.Can’t thank you enough ,you was so kind to my Cousin Rebecca.As Rebecca had to close an account due to a bereavement.Heartfelt thank you you really did go that extra mile .Thank you Yvonne you beautiful lady .
TSB Longsight mcr it was a great experience and very helpful meeting at the branch I was in a panic state and Nat was so helpful in helping me reset my online banking and reassured me that things was going to be ok grate service and very professional very happy customer I feel she’s a massive asset to tsb big thank you
I only gave TSB one star because I can’t choose zero. I’ve been waiting nearly two weeks for them to sort out the issues with my debit card and give me full access to MY money. This isn’t good enough.
Having banked with TSB (then Lloyds TSB and back again) I have never had any problems with my money, getting information or dealing with any issues that have arisen from my account. Customer service and response times have been superb and I have recently had to apply for a credit card (more for identification than need) and I found the online process easy to understand and following the steps was simplicity itself.
Today at Luton Pod, i saw raksha Sodha to open a curent account, i was very nervous but Raksha showed profesionalism, was very patient in helping me open a curent account, explained everything very well and took me thriugh the proces. She also explained me when i would receive card and pin and mobile banking process.She put me at ease. Thank you s-o much.
I tried to set up an account over the app. For some reason, it wouldn’t let me log on as they needed 48hrs to verify my phone number, despite apparently having an account set up already, of which I received email confirmation. With no information, and no way to log on, I figured I’d request they remove my account. I have been on the phone for ages, after having to fight my way through their awful ‘AI assistant’ who does not actually answer your questions and just goes around in circles. I apparently have to go in branch to close my account(which I cannot access anyway). I am in full time work, when do they think I have time to go in branch to close an account? Genuinely baffled how they have a relatively high customer satisfaction score.
TSB is a UK-based bank that offers a range of financial products and services aimed at personal banking customers. With a commitment to providing simple and secure everyday banking solutions, TSB serves over 5 million customers across the country. The bank's offerings include current accounts, savings accounts, personal loans, and mortgage products, catering to individuals seeking to manage their finances effectively. Focused on assisting customers in making the most of their money, TSB emphasizes online banking services that allow for easy access and management of accounts. The bank also provides resources for managing debt and financial concerns, ensuring that customers have the support they need during challenging times. With a strong emphasis on safety and security, TSB prioritizes protecting customer information and maintaining trust in its banking services.
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