We’ve made some changes to how we provide statements to our customers. 

We want to make sure our customers receive regular updates on their accounts, so we’ve made some changes to who receives statements and how we provide them to you.

 

Frequently asked questions

 

I have never received a bank statement for my home loan - why am I getting one now?

We want all our customers to receive regular updates on their accounts. We do this by making sure that every home loan customer has a statement preference selected, to ensure that they are being provided with the required information they need on an ongoing basis. 

 

Why am I getting a statement in the post?

If you don’t have online banking with TSB, we’ll send you your statement in the post, to the postal address we have for you. 

If you’d like to receive your statements electronically, give us a call on 0800 872 226 to get set up with online banking. We’ll need your email and mobile number so that we can let you know when a statement is available for you. 

 

Why am I getting a statement in the post? They used to be available in online banking. 

When we provide statements electronically, we now require a current email or mobile number so we can send an alert to let you know that a statement is available to view. If you are now receiving a statement by post, this means we don’t have a current email or mobile number on our records.

If you’d prefer to receive statements electronically, you can do this yourself within online banking or give us a call on 0800 872 226. 

In online banking, you’ll need to update your email and/or mobile number, and then update your statement preferences to select ‘electronic’.

 

I have a joint account and the other account holder(s) on my home loan is already getting a statement, why do I need one too?

All home loan customers should receive a statement. Each borrower has an option to select their preference as to how they would like to receive the statement.

If electronic statements are the preferred option, we’ll send you an alert to let you know your statement is available to view. If you’d prefer to receive statements electronically, you can do this yourself within online banking or give us a call on 0800 872 226. In online banking, you’ll need to update your email and/or mobile number, and then update your statement preferences to select ‘electronic’.

If you don’t currently have online banking and would like to be set up, give us call on 0800 872 226.

 

Why am I receiving a text or an email from TSB about bank statements?

This alert allows us to let our customers know when a statement is available for them to view in online banking. Customers will receive an alert either by email or text. We’ll send this to the email address in the first instance, otherwise, if we don’t have an email on file, a text will be sent to the mobile number.

 

What if I don’t want to receive alerts?

This option cannot be turned off for home loan accounts, as it is important that we know our customers are aware when their statements are available to view.
For non-lending accounts, customers have the option to turn off the alert if they want.

 

How often will I get these statements?

For home loans and personal loans, customers will receive statements every 3 months, or more frequently if customers choose.

For revolving credit home loans or overdrafts, customers will receive statements every 45 days, or more frequently if customers choose.

 

If you'd like to be set up with online banking, would like us to update your statement preferences for you, or have any other questions, please call us on 0800 872 226 8am-6pm Monday to Friday or 9am-5pm weekends - we're happy to help.