TSB Customer Care: Expert Guide to Getting Fast, Secure Help

What TSB Customer Care Covers

TSB’s customer care supports everyday banking, cards, savings, loans, mortgages, and business accounts. You can get help with payment queries, card replacements, account access (including security resets), disputes and chargebacks, mortgage rate changes, and support for vulnerable customers. Urgent services such as reporting lost or stolen cards and suspected fraud are available 24/7.

TSB operates under UK banking regulations, including the Payment Services Regulations 2017 and the FCA’s complaint-handling rules. That means defined timelines for responses (for example, up to 15 business days for most payment-related complaints and up to 8 weeks for others), transparent communication, and escalation options if you’re not satisfied with the outcome.

How to Reach TSB Quickly

For most everyday queries, phone support is the fastest route when you cannot use the app or Online Banking. TSB’s main customer service number is an 03 number, which is charged at standard geographic rates and is usually included in mobile and landline bundles. For emergencies such as lost cards or suspected fraud, use the dedicated options on the main line or the UK-wide Stop Scams number.

If you prefer not to call, you can use the TSB Mobile Banking app’s in-app chat or secure messages in Internet Banking for non-urgent queries. Branch services are available for face-to-face help; use the branch locator to check opening hours (many locations operate reduced weekend hours and may close for lunch in smaller branches).

• Main customer services (UK): 03459 758 758 (often shown as 0345 975 8758). Typical hours for general queries: 08:00–20:00, 7 days a week (UK time). Lost/stolen card and suspected fraud options are available 24/7 via the same number.
• Calling from abroad: +44 345 975 8758 (use this if your UK 0345 number won’t connect overseas).
• Stop Scams helpline (industry-wide): 159 (from the UK). Use if you think you’re being scammed or have just made a suspicious payment.
• Report suspicious texts: forward to 7726 (free). Report suspicious emails to the UK National Cyber Security Centre: [email protected].
• Online: tsb.co.uk (branch locator: tsb.co.uk/branch-locator; help and complaints: tsb.co.uk/help and tsb.co.uk/complaints).

Digital Help via the TSB App and Internet Banking

The TSB Mobile Banking app (iOS and Android) provides self-service tools that often resolve issues without calling. You can freeze/unfreeze your card instantly, view and export statements, raise a card dispute, change your address, reset your credentials, and manage device authorisation. App access is typically the quickest path for urgent card controls (freeze, replacement) at any time of day.

Internet Banking at tsb.co.uk offers similar features, plus secure messaging for non-urgent requests. In-app or online chat may be available during extended hours; for security, TSB will never ask you to disclose your full password or PIN in chat. Keep your app updated and enable biometrics (Face ID/Touch ID) for faster, safer sign-in. If your device is lost, use your device’s native “Find my device” feature and call TSB to revoke the device if you can’t access the app.

Security and Verification: What to Have Ready

To protect your account, TSB uses multi-factor security. Having the right details ready will speed up your call and reduce the need for follow-ups. Never share full passwords or one-time passcodes (OTPs) with anyone—TSB staff will not ask for them. If a caller pressures you to move money or disclose OTPs, hang up and dial 159 or TSB directly on the number above.

• Your full name, date of birth, postcode, and account sort code/account number (or your 16-digit card number if the query is card-specific).
• Recent transaction details (dates, merchants, amounts) to pass security checks, plus the device you use for banking (in case of OTP/authorisation requirements).
• For disputes: merchant name, date, amount, proof of correspondence/refund attempts; for travel-related non-receipt (e.g., cancelled flights), include booking confirmations and cancellation notices.
• For mortgage queries: account/reference number, current deal end date, and your preferred contact times for a callback.
• For business banking: company details, Companies House number (if applicable), and any mandate changes you want to make.

Fraud, Scams, and Urgent Card Issues

If your card is lost or stolen, freeze it in the app and call TSB immediately using the lost/stolen option on 03459 758 758. If you spot a suspicious transaction, contact TSB as soon as possible; faster reporting increases the chance of recovering funds. For APP (authorised push payment) scams, call 159 or TSB right away. TSB introduced a Fraud Refund Guarantee in 2019 for most personal customers; eligibility and exclusions apply—check tsb.co.uk/fraud-refund-guarantee for current terms.

Report scam texts by forwarding to 7726 and then delete the message. For emails, do not click links; report to [email protected] and then contact TSB using a known number or the app. When travelling, inform TSB via the app if prompted, and keep your contact details up to date so TSB can reach you if they detect unusual activity. Card replacement and emergency cash options may be available; ask for timescales and delivery methods based on your location.

In 2021 the UK banking industry launched 159 to route customers quickly to their bank’s fraud team; use it if you think a payment is being diverted or you’ve been contacted by a scammer. Never rely on caller ID—fraudsters can spoof numbers. Always end the call and dial TSB yourself using 03459 758 758 or 159.

Disputes, Chargebacks, and Timelines

For card purchases, you can request a chargeback if goods/services weren’t received or were misrepresented. Typical time limits are up to 120 days from the date of the transaction or expected delivery. For future-dated travel/services (e.g., flights), you may have up to 540 days from the transaction date—provide evidence of cancellation or non-delivery. For direct debits, the Direct Debit Guarantee allows immediate refunds for incorrect or duplicate debits; contact TSB to invoke it.

Payment-related complaints generally receive a final response within 15 business days (extendable to 35 days in exceptional cases). Other complaints follow the FCA’s 8-week rule. Keep a record of your case reference and any documents you send. If you’re not satisfied with the outcome or you do not receive a final response within the timeframe, you can escalate to the Financial Ombudsman Service (FOS).

Complaints and Escalation

Start by submitting your complaint via tsb.co.uk/complaints, the app’s secure message, or by phone on 03459 758 758. TSB will acknowledge your complaint, investigate, and aim to resolve it quickly. Ask for your case reference and the expected next update date. If your issue involves a payment error or suspected fraud, highlight this to ensure it follows the faster regulatory timetable.

If unresolved after 8 weeks, or if you receive a final response you disagree with, you can take your case to the Financial Ombudsman Service within 6 months of TSB’s final response. FOS contact: 0800 023 4567; Exchange Tower, London, E14 9SR; financial-ombudsman.org.uk. FOS is free and impartial, and can review most retail banking complaints.

Accessibility and Extra Support

TSB supports Relay UK for customers with hearing or speech difficulties. Dial 18001 followed by the TSB number (e.g., 18001 03459 758 758) to connect via a relay assistant. Large print, Braille, and audio statements can usually be requested; branch appointments can be arranged with extra time or a private room if needed. Bring identification and any assistive technology you rely on.

If you’re experiencing vulnerability (for example, due to health, financial hardship, bereavement, or domestic abuse), tell TSB so they can tailor support—this may include communication preferences, additional verification steps for your protection, or specialist teams for repayment help. For mortgage or loan difficulties, ask for TSB’s tailored support options before you miss a payment; early contact generally leads to better outcomes.

Practical Tips to Get Problems Solved First Time

Use the app for immediate actions (freeze card, reset access, view statements) before calling—this often resolves the issue or gives you the exact information the agent will need. When you do call, phone from a quiet place and have your verification details and recent transactions handy to pass security quickly.

Confirm what will happen next before ending any call: your case reference, the action TSB will take, documents you must provide, and the expected timeline (for example, “we’ll text you within 24 hours” or “replacement card arrives in 3–5 working days”). If you’re abroad, confirm any international delivery options and whether charges apply. Keep screenshots or PDFs of chat transcripts and confirmations from the app for your records.

Note on Service Improvements

Following the 2018 IT migration incident that affected digital access for many customers, TSB invested heavily in resilience and customer care. In December 2022, regulators announced fines relating to that episode. Since then, TSB has reported continued upgrades to platforms, expanded fraud support, and process improvements in complaints handling. Always check tsb.co.uk for current contact hours and service updates before calling.