How to complain - a guide
We're here to resolve your problem. We do everything we can to make sure our customers get the best possible service.
However, sometimes we do not get things right. When this happens we will encourage you to tell us about your complaint so that we can put matters right.
We want to:
- make it easy for you to raise your complaint
- listen to your complaint
- consider how you would like us to resolve your complaint
- make sure you are satisfied with how your complaint was handled
The remainder of this leaflet explains what to do if you have a complaint about the service from Tesco Bank. It also tells you how quickly we will deal with your complaint and who to contact if you are not satisfied with our response.
How and where to complain to:
If you are not satisfied with any aspect of your product or the service we provide you can contact us in writing or by phone. The link below takes you to the page where you can access contact details for your product.
How long will it take?
Our aim is to resolve your complaint straight away.
4 business days
If we have been unable to resolve your complaint, within 4 business days after we have received it, we will write to you to:
- acknowledge your complaint
- tell you who is dealing with your complaint
10 business days
In the majority of cases, we will be able to resolve your complaint within 10 business days of receiving it. If we have not resolved it within 10 business days, we will contact you again to update you with our progress and tell you how much longer we anticipate it will take.
20 business days
If we have not been able to resolve your complaint within 20 business days, we will contact you again to update you with our progress and tell you how much longer we anticipate it will take.
40 business days
In exceptional circumstances, where your complaint is particularly complex, matters may take up to 40 business days to resolve. If your complaint is not resolved within 40 business days, then we will write to you requesting more time or send you a "Final Response". After 40 business days has elapsed, you may be eligible to contact the Financial Ombudsman Service to discuss your complaint. They may be able to look into your complaint and help you reach a satisfactory conclusion.
What happens if we cannot reach agreement?
Tesco Bank is a member of the Financial Ombudsman Service and if we cannot reach agreement with you, we will send you a "Final Response" letter. This will clearly set out our position with regard to your complaint and will advise you on how to contact the Financial Ombudsman Service if you wish them to review your case. Any referral to them must usually be made within six months of the date of our "Final Response".
The Financial Ombudsman Service
The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.
We are committed to resolving your complaint fairly and quickly. In most cases, this can be done if you contact the relevant business area at the beginning. We will try to resolve your complaint by listening to you to understand what has gone wrong.
Our aim is to resolve all complaints internally. However, if you are not satisfied with our suggested resolution, or if 40 business days weeks have passed since you first brought your complaint to our attention, you have the right to refer your case to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must usually contact them within six months of the date of any final response issued. You can write to them at:
The Financial Ombudsman Service
Alternatively you can telephone: 0300 123 9123. Further helpful information can be obtained from visiting the Financial Ombudsman Service website on www.financial-ombudsman.org.uk.
The Online Dispute Resolution (ODR) Service
Online Dispute Resolution
The Online Dispute Resolution (ODR) service has been established by the European Commission to help residents in the European Union (EU) who have bought goods or services online, get their complaint resolved. The route is designed mainly to facilitate complaints where the customer and providers are in different countries but you may also be eligible to use this service.
If you purchased a Tesco Bank product on-line and are still an EU resident you can choose to complain via the ODR service as an alternative.
If you choose to use this route, once you have provided the ODR service with your details, they will:
- Send us your details and we will have 10 days to confirm that you have the right to refer your complaint to the UK Financial Ombudsman Service once we have reviewed your complaint.
- The ODR service will then confirm this information to you and you will have 10 days to confirm that you agree to this.
- The ODR service will notify us and your complaint will be dealt with under our existing processes.
Please note that using the ODR service will not mean that your complaint is resolved more quickly than if you complain to us directly.
To use the ODR service you will need the following information:
- Our name: Tesco Bank
- Our email address related to the product you are complaining about:
- firstname.lastname@example.org for Car Insurance, Home Insurance, Travel Insurance or Life Insurance
- email@example.com for Pet Insurance
- TBBankingComplaints@i.tescobank.com for Banking products (Loans, Credit Cards, Savings, Current Account, Travel Money or Payment Protection Insurance)
- TBMortgageComplaints@mor.tescobank.com for Mortgages
- Our website address: www.tescobank.com
- Our geographic address: Interpoint Building, 22 Haymarket Yards, Edinburgh, EH12 5BH United Kingdom
You can access the ODR website at http://ec.europa.eu/odr