Demelza S

First contact with TSB as a non-customer dealing with a bereavement and activation of a Lasting Power of Attourney to manage a family members account. Filled in an enquiry form one evening, call back the next day from Pauline (Scottish lady if that helps identify her) who outlined the process and guided me through. She was incredibly kind and helpful - Thank you. Called at 16:53 10/02/2026

Scam company! They have obtained some personal information from somewhere and quote your name, DOB and home address and they claimed I had entered a Shell petrol competition for a gift card. I do not buy petrol or shop at Shell. Trying to obtain payment for £39.99 for Euro Millions entry tickets as pert of a syndicate.

The claims experience is awful. I have spent the last few days alone on hold totalling 9 hours. Every 30 mins I am cut off from being on hold and have to call back. They have had my car in for repair for SIX MONTHS! in the meantime I have a courtesy car that doesn't fit my baby/child seats in.

Warm welcome on entry to the store from the lady on the till.
Jon was very helpful today providing advice on the purchase of walking boots and socks for me - a total novice! He took the time to explain my options and the differences in the materials etc.
Thank you for taking the time.