TSB shells out £10.9m fine and £100m redress for mishandling customers in arrears

TSB has been penalised £10.9 million for failing to ensure that customers in arrears were treated fairly.

By Neasa MacErlean

Among the issues highlighted in a Skilled Person's report was the incentives system - which risked prioritisation of the number of payment arrangements made by staff ahead of talking to customers in order to assess their circumstances.