TSB recruiting in city
EXTRA STAFF NEEDED TO COPE WITH COMPENSATION CLAIMS AFTER IT MELTDOWN
54-person complaints team it had in place before a botched customer migration led to an IT meltdown.
The majority of that team consists of new hires as well as temporary staff from Deloitte, which was initially called in to advise on its compensation strategy.
Deloitte is providing additional bodies, while helping to recruit and train new workers who are based in a number of locations including Sunderland, Birmingham, London and Swansea.
Now customer complaints staff could reach 500 by the end of 2018, as TSB looks to address thousands of grievances.
Around 37% of complaints have already been resolved.
A spokeswoman for TSB said: “We have a dedicated team looking at every cus- tomer complaint individually.
“The team continues to grow and our partners are doing everything they can to respond to the complaints we’ve received as quickly as possible.
“We’ve made a firm commitment that no customer will be left out of pocket.”
The challenger bank has so far put aside £30.7 million to cover advisory costs and additional resources.
Up to 1.9 million people using TSB’s digital and mobile banking were locked out of their accounts following the migration of data from former owner Lloyds’ IT system to a new one.