Helpful information on our personal current accounts

The Financial Conduct Authority requires us to publish the following information about our personal current accounts.

How and when you can contact us to ask about the following things:

Current Account Help Availability table
24 hour help? Telephone Internet banking Mobile banking
Contact details 0345 8353353 Find out more about online banking Find out more about mobile banking
Checking the balance and transactions 24 hours Not possible Not possible
Sending money within the UK, including setting up a Standing Order 24 hours Not possible Not possible
Sending money outside the UK 24 hours Not possible Not possible
Paying in a cheque 24 hours Not possible Not possible
Cancelling a cheque 24 hours Not possible Not possible
Cash withdrawal in a foreign currency outside the UK 24 hours Not possible Not possible
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds 24 hours Not possible Not possible
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number 24 hours Not possible Not possible
Third party access to an account, for example under a power of attorney 24 hours Not possible Not possible
Problems using internet banking or mobile banking 24 hours Not possible Not possible
Reporting a suspected fraudulent incident or transaction 24 hours Not possible Not possible
Progress following an account suspension or card cancellation e.g following a fraud incident 24 hours Not possible Not possible
Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available 7am until 11pm Not possible Not possible

Note: This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account.

Managing your account is quick and easy. You can find answers to the most commonly asked questions in the table below.

It is not possible to speak directly with a member of staff (e.g. via webchat) through our Internet and Mobile Banking services, which is therefore why ‘Not possible’ is displayed for Internet Banking and Mobile Banking on the table above. You can however carry out many of these transactions through our Internet and Mobile Banking services.

How and when you can use your bank account to do the following things:

Current Account Availability table
Telephone banking Internet banking Mobile banking
Checking the balance 24 hours 24 hours 24 hours
Accessing a transaction history 24 hours 24 hours 24 hours
Setting up a standing order 24 hours 24 hours Not possible
Sending money within the UK 24 hours 24 hours 24 hours
Sending money outside the UK 24 hours 24 hours Not possible
Paying in a cheque Not possible Not possible Not possible
Cancelling a cheque 24 hours Not possible Not possible

Note: this is a list of common queries. It does not represent the full list of queries you can raise in relation to your account.

Managing your account is quick and easy. You can find answers to the most commonly asked questions in the table below.

Information about operational and security incidents

We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.

Current Account Incident table
In the 3 months between 1st July 2018 to 30th September 2018 In the 6 months between 1st April 2018 to 30th September 2018
Total number of incidents reported 2 8
Incidents affecting telephone banking 2 4
Incidents affecting mobile banking 2 4
Incidents affecting internet banking 2 7

Complaints data

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data

The most recent summary is available at

www.tescobank.com/help/complaints/reporting-data/

The Financial Ombudsman Service publishes its complaints data every six months.

You can see their complaints data about us at

www.ombudsman-complaints-data.org.uk.

Opening a current account with us

Go to Your Community to find out how you can open an account, and what information and documents you need to give us to open an account.

To open this account, a new customer will need to provide us with the documents and information set out here. We may request additional information or documents in individual cases.

Current Account Application Information table
You can open an account:
Without visiting a branch Yes
Where a visit to a branch is required, without an appointment No
By sending us documents and information electronically No
By post No

Open a current account with us

Go to Your Community to find out how you can open an account, and what information and documents you need to give us to open an account.