If you are a TSB customer, you will no doubt have been affected by the significant issues the bank has experienced with its internet banking system this week. I have received emails from readers who have not been able to use their card abroad, and from others who have not been paid by their employers due to the issues.

If you’ve been affected by the TSB meltdown, here’s what you need to know:

What’s happened?

The bank pre-warned its customers last weekend that it was moving its servers which may cause some disruption to its internet baking services. All seemed very organised and controlled. However, chaos then broke out as things seemed to go wrong with the transfer. As a consequence, it has been reported that at least half of TSB’s customers who use online facilities have been locked out of their internet accounts all week.

Your rights

If you’ve lost money as a ‘direct’ result of the TSB issues, you should be able to reclaim your money. For example:

I couldn’t pay a direct debit – The bank has said that direct debits and standing orders have not been affected. However, if it transpires that this is not correct in your case, and you suffer a financial loss, you will be entitled to be recompensed.

I missed a payment as I couldn’t access my funds – In these circumstances you will be entitled to be recompensed if you suffer a financial loss.

I didn’t get paid – This one is slightly different as it will be your employer that has the contractual relationship with the bank, and not you. You will therefore have to claim any losses suffered from your employer, and they will then have a claim against the bank.

Can I claim for inconvenience?

This is always the million-dollar question in these situations and often the banks simply say ‘no’. TSB has been tight lipped on the subject. Unless your inconvenience has been significant, and can be directly attributed to the issue with the bank, it is doubtful.

How do I claim?

TSB say on their website that they ‘take all complaints seriously’ and that they will do all they can to resolve your complaint within three working days. In the first instance, you should therefore contact the bank and make your complaint. All contact details can be found on their website – https://www.tsb.co.uk/help/complaints/?WT.ac=a00649

Before making your complaint, make sure that you have a clear explanation of the loss you have suffered and collate any supporting evidence (i.e. if you’ve been charged interest due to a late payment then show the bank a copy of the letter confirming this).

When you make your complaint, remind the bank that their CEO has publicly stated that ‘no-one will be left out of pocket’.

If your complaint is rejected

As a last resort, you can lodge a complaint with the Financial Ombudsman Service.

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