How to check if you can claim compensation as TSB banking app goes down

Thousands of TSB banking customers have reported that the app isn't working.

Those trying to access the TSB banking app this morning (10 October) were left unable to complete their financial goings on like paying bills.

And over on Downdetector, more than 2,000 people had logged that the app wasn't working as of 7.30am, with thousands more crawling in as time went on. The first logs were seen at around 4.30am.

Social media is full of people complaining about the app not working, as well as asking if the app is down for others as well while trying to figure out if it is a problem on their end or more widespread.

TSB complaints and response

One person wrote on X (formerly Twitter): "Is TSB playing up for anyone else? Not the ideal time for it to go down as I need to transfer money over asap to make a payment!"

Another posted: "Seriously TSB how am I meant to transfer money?"

And a third added: "Well done TSB on my pay day of all days when I need to pay all my bills I can’t. I can’t approve payments."

Other customers reported the app telling them they had no account with TSB despite being fully fledged customers.

In a brief statement, TSB posted: "We're sorry that some of our customers are facing problems accessing our services this morning. Our teams are working to resolve this."

TSB compensation rights

TSB and all other banks in the UK don't have to automatically pay any compensation for its services going down for a short period of time.

It's a much different way to how companies work in, say, the telecoms industry when your broadband drops. But those who have suffered costs during the outage could get their cash back.

One such instance would be if you are charged a late payment fee for a bill bouncing due to the outage. It should be within your rights to approach TSB and get this money back from them.

@TSB is the Mobile banking app down again? I cannot get access into my account and now it’s telling me I have no accounts with yourself😳😤 pic.twitter.com/rLtLj4OTHw

— emma (@emmab_51) October 10, 2024

If it is a credit agreement, you should contact the company you have the credit with to explain the situation so there is no mark against your file.

If you can't get the strike removed from your credit score, keep a record of it for any future credit agreements you might have to take out, such as a mortgage.

Ultimately, if the situation leaves you unhappy you can complain to the free Financial Ombudsman Service (FOS).