HUNDREDS of TSB customers were left unable to get on to their internet banking and the mobile app following an outage.
Below, we take you through what you need to do if an outage or lack of service means you can't access your cash.
How can I check if TSB is down?
The bank's app and website went down on November 14, leaving hundreds of customers locked out of their accounts.
Downdetector, which tracks outages, reported issues from over 900 people at around 11.50am.
However, the outage was resolved just after 1pm.
Millions blocked from iconic iPhone app forever after 10 years in major shutdown
The website also tells you if the problems you're experiencing are impacting others as it relies on customers reporting complaints.
For that reason though, it's not always the most accurate indication of an outage.
Customers can also see if there are any issues with TSB's services by checking a dedicated page on its website.
Here, you can find out what services have been affected, including mobile, online, telephone banking and card payments.
Banks also regularly issue updates on social media, so Facebook and Twitter are worth checking for any outages.
Can I claim compensation for an outage?
Telecoms companies are obliged to offer compensation to customers if there has been a drop in service, although banks aren't.
You may, however, be entitled to some money back depending on how much the service disruption has affected you.
You'll need to present evidence of how the outage negatively affected you, including any extra costs incurred, such as late payment charges.
Make a note of when you were unable to access the services and names of anyone you spoke to about resolving the issue too.
This will strengthen your case when it comes to getting any compensation.
Google running a secret test for YouTube users – but only some people can see it
You can find more details about how to complain to TSB on its website.
What to do if you can't access your money
If you can't access your money and you need to urgently, here's what to do:
- Visit your local branch as soon as you can.
- If you can't get there, or it is closed, call your bank and ask for its guidance on what to do.
- If the bank’s phone services are also down or busy, try contacting your bank on social media to ask what to do. But remember: don’t ever share your account details over social media.
- Try to do this on the day the problem arises so you can show you made every attempt to solve the issue.
- If you still can't access your money, begin gathering evidence for a complaint.
What happens if TSB refuses to help?
If you're not happy with the way the bank has responded to your complaint you can take the case to the Financial Ombudsman Service (FOS).
It's free to escalate your complaint to the independent body, which looks at the evidence before deciding on what action is fair.
The FOS can usually get involved 15 days after you’ve raised concerns with the bank.
In the case of an IT system outage at a bank, the FOS says any compensation depends on your circumstances and whether you lost out as a result
If it decides that the bank is at fault, it can order it to reimburse any fees, charges or fines you suffered as a result.
It could also tell a bank to pay you for any money you didn't receive, such as interest, if you weren't able to pay money in, or any extra costs you had to pay to get the issue sorted, for example the cost to visit your local branch.
If your credit score was affected, it may tell the bank to correct your credit file.
It's not the first time this year that customers have been locked out of their accounts due to an outage.
You can also join our new Sun Money Facebook group to share stories and tips and engage with the consumer team and other group members.
