Ease of opening an account
Abbey at the Portsmouth branch was very friendly and helpful in setting up my new accounts. Very professional and simple process.

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.
Abbey at the Portsmouth branch was very friendly and helpful in setting up my new accounts. Very professional and simple process.
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
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Polarized pattern: few middle ratings. 52% of recent reviews are 4–5★ and 48% are 1–2★.
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.
Great HELP.
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.
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.
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.
I had the pleasure of being assisted by Mr. Khalid Masood at TSB Birmingham New Street. He was incredibly professional, polite, and went above and beyond to help me. Mr Masood assisted me in resolving an issue with my credit card, which had high interest, and also guided me in setting up a life insurance policy that will provide security for my two young children in the future. His knowledge, patience, and willingness to ensure I fully understood everything made the experience smooth and stress-free. I am truly grateful for his support and highly recommend his services. — Ladiqua Symonds
I visited the Stowmarket branch this afternoon without an appointment, to deal with what became two challenging funds transfers taking some 1.5hrs to conclude. I was dealt with by Jane Riches who provided a wonderful service insisting that she would make the required transfers before close of play. The TSB computer required us to contact their fraud line which in turn led to approximately 4 telephone conversations with that division before the transaction could be processed. Jane kept her cool ensuring that I did not have to return the following day to complete the matter for which I was very grateful. I hope the TSB realise what a valuable asset they have in Jane
Been into Ashton in Makerfield branch and had excellent service from all the team especially James, Sheena and Matthew. Helpful, friendly, knowledge and efficient staff who were more than happy to assist with anything needed
A big thank you to Kevin at TSB in Grimsby, made moving my isa a quick and painless experience.
i have currently changed banks after 48 years to TSB i have changed 3 accounts and TSB have helped me with my life insurance, the transition was really smooth due to the professionalism and caring personality helping me each step of the way with patience and understanding the lady who helped me was Claire Stubbs and i would like to say she is an asset to the company and TSB are very lucky to have her
Just used the Bank Hub in Bude Cornwall, Rob was amazing from start to finish, helpful and friendly. Thank you Rob
Outstanding service from Avi at the Norwich branch! Avi took her time to explain the different types of savings accounts, so I could make an informed choice, and then helped me set them up, so they we linked to my online account. I also had transfers to do to other banks and she completed them for me, with a smile and lots of patience. It was very busy in branch, but she took the time to make sure everything was ok. Thanks Avi - you made several tasks I've been putting off for ages easy and seamless!
I had such a lovely experience with TSB Bank branch at Harrow. The manager Michalina Fabian was absolutely amazing 👏. I experiences a fraud and was very distressed .I was taken care straight away atvthe branch. I didn't have to wait at all.the Manager Mrs Michalina was so quick and very polite. She made me sit down and helped with my card issues. She also explained to me other options I could use with TSB I was not aware before. I was very impressed with such an amazing service. The team took care of me when I felt distressed. I value the service and its wonderful how the team works with care . I would recommend the service at Harrow branch. Don't sit on your own with worries! Just go and ask for professional help. THANK YOU VERY MUCH Michalina
Junior from the TSB Chatham branch was able to quickly and effectively help me out of my credit card situation and put in place a set amount of payment each month with end date which means i paid my credit card off in one go and soon will be debt free. Thanks TSB. Please know that Junior was very friendly and very kind in the manner he helped me.
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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