TSB Bank plc · DRN-6143842

The complaint Mr T complains that TSB Bank plc won’t remove a hard credit check. What happened In November 2025, Mr T contacted TSB’s social media team and asked if he could open a second current account with them, preferably one that didn’t require a hard credit check. In response, the adviser explained that he could apply for a second Spend and Save or Spend and Save Plus account, but the application would normally involve a hard credit check. Mr T then asked if an application for a Cash Account would involve a hard credit check. The adviser replied by saying it wouldn’t, but that account is for people who don’t already hold a UK bank account, so it isn’t normally possible to open one as a second account. Mr T then decided to complete an application for a Cash Account in any event. A few moments later, he was informed that his application had been declined. He also received a notification from a credit reference agency that a hard credit check had been completed. Mr T then complained and asked for the check to be removed from his credit file. He also said this entry had impacted his ability to get a loan. In response to the complaint, TSB apologised for the confusion the adviser in their social media team had caused and credited Mr T’s account with £25 compensation. They explained the adviser had correctly stated that Mr T wasn’t eligible for a Cash Account, but agreed it wasn’t appropriate to say a hard credit check wouldn’t be required. They also said that as part of the application, Mr T gave his consent for TSB to complete identity and credit checks. So, they didn’t do anything wrong by completing the hard credit check, and as they are required to share accurate information with the credit reference agencies, they wouldn’t remove it. An investigator at our service then considered the complaint and didn’t uphold it. She empathised with Mr T’s position and acknowledged the upset that had been caused. However, she also said that she couldn’t disregard the information that was shared with Mr T as part of his application, or the fact he’d given his consent for a check to be completed. So, she didn’t think it would be right for his credit file to be amended. Mr T then requested a decision and said the wording in the application was unclear, as it said TSB “may” complete a credit check. He also said he disregarded this wording, given its ambiguity, compared to the clear information that was given to him by TSB’s social media team. So, I’ve considered the complaint afresh. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint.

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TSB have acknowledged incorrect information was provided to Mr T by their social media team. However, I’m not convinced this means, Mr T didn’t give his consent for the hard credit check to be completed, or that it would now be appropriate to direct TSB to remove the entry from his credit file. I’ll explain why. I can see the generalised information Mr T received from the social media team was provided before he started his application. So, I have carefully considered the information that was shared with him as part of the application itself. Having done so, I note that he was asked to read and accept TSB’s privacy notice which provides detailed guidance about the information TSB shares with credit reference agencies. I haven’t copied it all out here, but some key snippets are as follows: We work hard to make sure we make the right decision. Sometimes this means saying no to offering you an account or product. In making these decisions, well pass information to, and receive information from, Credit Reference Agencies (CRA). In order to process your application for a product or service, we’ll perform credit and identity checks on you with one or more credit reference agencies (CRAs). When CRAs receive a search from us they’ll place a search footprint on your credit file that may be seen by other lenders. TSB have also shared the following wording, that was displayed to Mr T after he provided his personal information. Question complete! Now we are ready to run the credit and fraud prevention checks needed to open your account. We may obtain information about you from credit reference agencies, fraud prevention agencies, and records in our group to check your credit status and identity. The agencies will record our enquiries which may be seen by other companies who make their own credit enquiries. This may affect your ability to obtain credit elsewhere in the future. Mr T has said he disregarded this information because of the guidance given to him by TSB’s social media team. However, as this information contradicted what he’d been told previously, and was included in the application itself, I would reasonably have expected him to have asked for clarification or cancelled his application, if avoiding a hard credit check was of key importance to him. I appreciate Mr T has said he thought the information stated in the application was ambiguous, but even if I were to agree with him on that point, I respectfully think this would only have been more grounds for double checking before proceeding with the application. For the avoidance of any doubt, I don’t agree this information is ambiguous or unclear. I accept, the above paragraph states the word “may”. But I still think Mr T should have been reasonably aware, he was giving his permission for TSB to complete credit checks as part of his application, and this could impact his ability to obtain credit elsewhere. TSB are required to report accurate information to the credit reference agencies, and there is no dispute a hard credit check was carried out as part of this application. So, I’m satisfied directing TSB to arrange for the check to be removed from Mr T’s credit file wouldn’t be appropriate or accurately reflect what happened. Mr T has said this issue impacted his ability to get a loan with a low interest rate, but he

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hasn’t provided any evidence to support this other than a copy of his credit file. It’s also my understanding that, while one hard credit check can temporarily impact a person’s ability to gain credit, it’s lots of hard checks completed in a short time frame that raises particular concern. So, while I can’t say for certain, I hope it reassures Mr T to know, TSB’s hard credit check is unlikely to be as impactful as he believes it is. Overall, I think it’s right TSB have acknowledged the incorrect information that was provided by their social media team and paid Mr T some compensation. However, I don’t think there are sufficient grounds for directing them to do anything more. My final decision I’m sorry to disappoint, but my final decision is I don’t uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr T to accept or reject my decision before 28 April 2026. Claire Greene Ombudsman

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