✦ Company complaint letter guide
TSB complaint letter: payments, accounts and disputes
Create a structured TSB complaint letter for disputed transactions, account problems, fraud handling, fees, lending issues or poor complaint responses.
Choose the problem
Start with the TSB issue that matches your complaint
Financial complaints need clear dates, amounts, account references and a precise outcome request.
Disputed transaction
Use this for card payments, bank transfers or account activity you dispute.
Start this complaint →Fraud handling
Use this where fraud was reported but the response, refund or investigation is disputed.
Start this complaint →Account closure or restriction
Use this if access was blocked, an account was closed, or funds were held without clear explanation.
Start this complaint →Fees or charges
Use this for charges you consider incorrect, unfair or unexplained.
Start this complaint →Loan or credit complaint
Use this for affordability, repayment, credit file or service issues.
Start this complaint →Poor complaint response
Use this where the response is late, incomplete or fails to address the evidence.
Start this complaint →Complaint route
How a financial complaint should progress
Send a clear complaint first and keep a copy of the final response or the date the complaint was made.
Complain to the firm first
Give account details, amounts, dates, evidence and the outcome requested.
Wait for a final response
Most financial firms have up to eight weeks to issue a final response to a complaint.
Escalate if unresolved
If unresolved after the final response or relevant deadline, consider the Financial Ombudsman Service if the issue is in scope.
Do not delay if a deadline is stated in a final response letter.
Evidence checklist
What to include for each TSB complaint type
Use the checklist to make the letter specific enough for the company to investigate and respond.
| Complaint type | Evidence to include | Likely outcome to request |
|---|---|---|
| Disputed transaction | Transaction date, amount, merchant, screenshots and previous contact. | Refund, chargeback review or corrected account record. |
| Fraud handling | Fraud report, dates, messages, police/action references and bank response. | Investigation review, refund decision or written explanation. |
| Account closure or restriction | Account reference, dates, notices, balances and impact. | Explanation, access review, release of funds or complaint escalation. |
| Fees or charges | Statements, fee dates, tariff or account terms and previous replies. | Refund, correction and explanation. |
| Loan or credit complaint | Agreement, statements, credit file evidence and correspondence. | Review, correction, refund or written decision. |
| Poor complaint response | Complaint reference, final response if provided, dates and unresolved points. | Substantive response or final response. |
- Evidence to include
- Transaction date, amount, merchant, screenshots and previous contact.
- Likely outcome to request
- Refund, chargeback review or corrected account record.
- Evidence to include
- Fraud report, dates, messages, police/action references and bank response.
- Likely outcome to request
- Investigation review, refund decision or written explanation.
- Evidence to include
- Account reference, dates, notices, balances and impact.
- Likely outcome to request
- Explanation, access review, release of funds or complaint escalation.
- Evidence to include
- Statements, fee dates, tariff or account terms and previous replies.
- Likely outcome to request
- Refund, correction and explanation.
- Evidence to include
- Agreement, statements, credit file evidence and correspondence.
- Likely outcome to request
- Review, correction, refund or written decision.
- Evidence to include
- Complaint reference, final response if provided, dates and unresolved points.
- Likely outcome to request
- Substantive response or final response.
Outcome request
What you can ask TSB to do
The strongest complaint letters state the practical result you want, not just what went wrong.
How to complain to TSB (UK)
This page helps you generate a calm, factual complaint to TSB. A strong complaint letter makes the issue easy to understand: what happened, what you want TSB to do, and what evidence supports your position.
Build a clear timeline
- List events in date order (payments, blocks, decisions, promised actions).
- Include reference numbers and who you spoke to (if known).
- State the impact in concrete terms (money lost, time spent, missed payments).
What to ask for
- A defined remedy (refund of £X, reversal of fees/interest, account correction, compensation, written explanation).
- A written response within a reasonable timeframe.
Escalation (Financial Ombudsman Service)
If you are not satisfied with TSB’s final response, or if 8 weeks pass without a final response, you can usually refer the complaint to the Financial Ombudsman Service (FOS).
TSB complaint FAQs
What should I include in a complaint to TSB?
When can I go to the Financial Ombudsman about TSB?
How detailed should my evidence pack be?
Related guidance
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