FCA fines TSB $14.2M for poor treatment of financially strapped retail customers

TSB Bank has been fined 10.9 million pounds (U.S. $14,2 million) for treating retail customers poorly while they were in arrears on mortgages, credit cards, loans and overdraft accounts, the Financial Conduct Authority (FCA) said.

TSB also failed to have adequate controls in place to ensure customers facing financial hardship were treated fairly, the FCA said.

TSB’s repayment plans between June 2014 and March 2020, for customers under water on its loans and other borrowing programs were unrealistic and risked being unaffordable. The proposed fees for these customers, about 232,849 people, were inappropriate, the FCA said.