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 our service or products, you can tell us about your concerns in the following ways:

• in writing - address your letter to the address for your specific product. This can be found in your welcome pack or on all product-specific literature
• by phone - use your usual number for contacting us

How long will it take?

Immediately

Our aim is to resolve your complaint straight away.

2 business days

If we have been unable to resolve your complaint by the end of the following business day after we 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. When we send you a response explaining how we will or have settled your complaint, if we do not hear from you within 40 business days, we will consider your complaint closed.

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 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 contact them within six months of the date of any final response issued. You can write to them at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Alternatively you can telephone: 0845 080 1800. Further helpful information can be obtained from visiting the Financial Ombudsman website on www.financial-ombudsman.org.uk.