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Complaints Data

At Tesco Bank we want to do the best for our customers and provide a great service so that we earn their lifetime loyalty. We recognise that sometimes things do go wrong and if this happens; our aim is to rectify any issues as quickly as we can.

We want customers to tell us about any complaints or concerns they might have, so that we can put matters right. Additionally, complaints provide us with valuable feedback about our products and service. We use this information to improve the services and products that we offer.

If you need to know more about how to make a complaint, you can find out more here.

Complaints Publication Report

The table below provides details about the number of complaints we have received, how quickly we dealt with those complaints and how many we upheld (we have created a glossary to help explain what the headings in the table mean).

Firm name: Tesco Personal Finance PLC
Period covered in this return: 01 September 2010 - 28 February 2011
Brands/trading names covered: Tesco Bank

 No. of complaints openedNo. of complaints closedComplaints closed within 8 weeks (%)Complaints upheld by firm (%)
Banking 3,045 2,855 98% 54%
Home Finance n/a n/a n/a n/a
GI & Pure Protection 11,234 9,011 67% 46%
Decumulation, life & pensions n/a n/a n/a n/a
Investments n/a n/a n/a n/a

To put these figures into context:

  • Our 3,045 banking complaints stem from our 3,464,181 accounts, which works out at one complaint per 1,000 accounts. These figures are made up of our Loans, Savings and Credit Card Accounts.
  • Home finance products - we do not have this product.
  • We have reported 4,616 general insurance complaints which stem from our 427,854 Car & Home Insurance policies, which works out at 10.8 complaints per 1,000 policies. These figures only relate to Sales & Service Complaints for our Car and Home Insurance product underwritten by Tesco Underwriting, Sabre and Provident. (Complaints about our other general insurance and pure protection services and products are dealt with by the 3rd party companies who underwrite them.) This measure does not include complaints about Payment Protection Insurance (PPI).
  • Decumulation, life & pensions - we do not have this product.
  • Investments - we do not have this product.

Details of the number of cases referred to the Financial Ombudsman can be found at complaints data - showing individual financial businesses.