What happened and how to claim

Up to 1.9 million people using TSB’S digital and mobile banking have found themselves locked out of their bank accounts this week. Here is a look at what has happened and how you could be affected:

What happened?

Following an IT system upgrade, some customers were locked out of their bank accounts, meaning they have been unable to manage their day-to-day finances or pay bills in some cases – while others reported being able to see other people’s accounts.

What if I’m worried my bank details may have been seen by someone else?

The Information Commissioner’s Office, which monitors data and privacy, is looking into the situation.

It said: “We are aware of a potential data breach in relation to TSB and we are making inquiries.”

TSB said that for a short period of around 20 minutes on Sunday evening, a maximum of 402 customers could potentially have seen someone else’s bank details. According to the bank, customers would have been linked in some way to the person whose information they saw – for example, family members.

During this period, seven payments were made relating to these accounts, and TSB said it is following these up to make sure they were not made in error.

It is also writing to those customers affected.

I’m still struggling to access my banking app – what should I do?

TSB said that although the service is back up and running it has been limiting customer numbers to ensure the app has a normal service for those accessing it. So if you have been struggling to log in, keep trying.

I’ve been left out of pocket – how can I complain?

TSB has promised that its customers will not be left out of pocket as a result of the glitches. They can raise a complaint with the bank, and if they are still unhappy after giving it a chance to respond they can complain to the Financial Ombudsman Service, which resolves disputes between consumers and firms.

I’m worried about fraud – how can I protect myself?

Fraudsters are always looking for new ways to scam people and they can sometimes use high-profile issues with banks and other organisations as a method to try to trick victims.

Always be wary of unexpected emails and phone calls and make sure any organisation you deal with is genuine.

Be cautious about handing over any personal details and if in doubt, put the phone down.

Suspected scams should be reported to Action Fraud.