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Yesterday, my mother had a problem with an online banking payment and the TSB Fraud Team became involved. As my mother does not speak English well, we went to a branch to ask for help.

My mother has difficulty walking, so we first visited the Musselburgh branch because it has convenient parking near the entrance. Unfortunately, the member of staff there told us that my mother had to call the Fraud Team herself. I explained that she could not manage the telephone call because of the language barrier, but we were simply told that there was nothing they could do. This left us in an impossible Catch-22 situation and made an already stressful experience even more upsetting.

We then travelled to the Cameron Toll branch, where we were fortunate enough to meet Toni. She listened carefully, treated my mother with kindness and respect, and helped us deal with the problem patiently and professionally.

We are extremely grateful to Toni for taking the time to help us. Her excellent customer service made a real difference, and she is a true credit to TSB.

I had a meeting with Jane Galley, Money Confidence Expert at the Witney branch yesterday. She has helped me previously and was really good at dealing with my problems. She always confirms appointments beforehand and follows up afterwards. I totally trust her judgement and would recommend her to others. Well done, Jane.

Helen at Tsb at Stowmarket branch gave excellent customer service , very polite friendly and helpful and so lovely to be able to get assistance at a bank face to face and on a Saturday !

Toni in the Cameron toll Edinburgh branch of TSB gave exceptional customer service to my elderly father with dementia and myself.

Her professionalism in helping us navigate the banking system while explaining things clearly with such a friendly and reassuring manner was very much appreciated.
Our previous visit to the branch had, unfortunately been quite the opposite experience with another member of staff. Toni has redeemed the bank's reputation and secured my father's account.

My husband & I had a booked appointment on the 20th July 2026 at TSB Oakmall, Greenock, Inverclyde.

We spoke with a lovely lady called Cathy who was so lovely and friendly.

She was also so knowledgeable about all the services the bank does. She told us about all different types of accounts we could set up which would make us a better interest rate in what we were getting now.

We just want to say a big thank you to her and we hope her manager sees this review and rewards her!!

We need more people like Cathy in Customer Services!!

I have been a TSB customer for over 10 years and have always found them a reasonably good bank. Now, taken over by Santander, the service has reduced to zero. Giving one star because I could not give 0. They blocked an online payment (to a rental agency) because of suspected fraud. No issue with that BUT they have locked my account. Been hanging on the phone for 39mins and 27secs to get it unlocked. Stop fraud but at least have the resources to manage the fallout!

We went into TSB Warrington to pay off our mortgage with another provider.
Jenny talked us through the process and contacted the mortgage company to confirm all the details, ensuring we had peace of mind transferring such a large sum of money. The Manager,Joe also introduced himself and double checked all the details rather than the oneness being put onto us. They we both really helpful and confirmed our trust in the TSB. It’s so good to be able to visit a branch and deal with personable people rather than robots.
We would also like to mention Paul, one of the cashiers who had previously explained to us what we needed to bring to the meeting. As we were waiting for the transaction to be processed, you could see how helpful he was with elderly customers, calmly explaining what they needed to do and supporting where necessary without appearing to be condescending.
Altogether a positive experience by a great team.

I was looking for a personal finance for buying a car, I had an appointment with Ben Smedley (TSB gainsborough branch). He was very clam, friendly and knowledgebale. He explained the process to me in detail, helped me in understanding my income and expenditure areas therby getting me the capital I was looikng for the purchase.

Thanks a lot Ben.

Regards

Abhilash Thankachan

Raised a card payment dispute on the 30th June. No response after filling the form in. Later on the 20th July raised a complaint form. No response. I dont have the app. Called them on the 3rd August, wating 11 minutes for them to answer the call. Giving the usual lie of "all of our lines our busy" which they are not because they have no staff answering calls. Looks like my payment will never be even investigated. Been with TSB a long time. Really Really bad.

It was fast, stress free and secure. Gave good advice but also safe, giving piece of mind. Thank you.

I have had an extremely poor experience with TSB.

Universal Credit requested bank statements, so I went into a branch because I had already experienced serious problems obtaining statements by phone in the past. That earlier issue resulted in an upheld complaint and is still connected to an old Financial Ombudsman case.

I explained clearly to the branch staff member that the document was specifically for Universal Credit. I was assured that the scanned statement provided would “100%” be accepted. I relied on that advice, but Universal Credit rejected it because it was a scanned copy.

I then raised a new complaint, only to discover that TSB had incorrectly attached it to the completely unrelated Ombudsman complaint from several months ago. When I called on 31 July, the agent said they could not separate the complaints and also refused to provide the exact statements I urgently needed, despite me giving the required dates.

This is a time-sensitive benefits review, yet I have now been left with nothing acceptable to submit to Universal Credit and my payments may be affected. The repeated incorrect advice, poor complaint handling and refusal to provide basic banking documents have caused significant stress and wasted a huge amount of time.

TSB needs to urgently investigate the branch advice, the telephone call and why a new complaint was merged into an old unrelated case. This level of service is unacceptable

Once again, I received outstanding support from the TSB team at the Wallington branch. Sara C is incredibly helpful — a true star. Her commitment to assisting customers deserves a 10★ rating. In my experience, I have never met anyone as professional and friendly at ANY TSB branch. The reason I remain a TSB customer is because of her exceptional service.

Hwenso Asare-Antwi
What can I say?I encountered a manager, to be precise the Watford branch manager Ben Davies ,he was magnificent, professional ,diligent and went the extra mile maybe a 1000 miles to resolve my issue and I am greatly grateful for all his efforts he is a gem a little diamond that needs to be treasured!!!!!Thank you so much Ben

Rachel saw me for one hour but kept going for nearly 2 and a half about a dull power of attorney financial issue. In the end we had to get shown out a locked door. I will drop off chocolates. They are a good bunch in there
Highly recommended.

Corrine has been patient, absolutely helpful & professional

Shen and Ollie (Stamford Hill) were brilliant. The care and empathy they both showed last night when things were obviously stressful for me was amazing.  Moving your life's savings is not something that happens often and I could tell the care and compassion from their end.  It meant a lot to have someone else thinking coolly for me and it felt like they cared as much about my money as I did.  In an era of moving towards digital banking, these human touches are what makes the difference.  These things don't go unnoticed and I'm very grateful.

Hi Jacqueline chalcraft, is absolute credit to the TSB and I was delighted for her to organise my personal loan in such a professional manner. If all your TSB staff could be half as good as Jackie your business / bank is in a great place.

I’d like to express thanks to Teresa Ramsammy at TSB loans video calls. She went above and beyond to help me secure a consolidation loan, even calling me whilst on her annual leave in order to complete my application.
This lady is an asset to your company and her help was very much appreciated.

A shout out to Madison Wardrop from Falkirk Branch! She helped with a dispute so well & professionally. I hope TSB recognises her for her great efforts & customer service. Thank you Madison!!🙏😁

I found the help I needed from Jane Galley in your Witney branch 2yrs ago when my husband died, invaluble. Recently I needed further help with my account and returned to the branch for advice. Not only did Jane recognise me but again was so very helpful and sorted everything out for me again.