Penny Burgess

Penny Burgess is the general manager of customer delivery at TSB Bank, responsible for overseeing customer interactions and service quality. Recently, she has been involved in a controversy regarding the bank's refusal to waive the Banking Ombudsman’s $500,000 financial threshold, which has impeded an independent investigation into the handling of a significant scam case involving a customer, Mr. Fan. Burgess defended the bank's actions by stating that there were no indicators of fraud or customer vulnerabilities during the transaction process.