Helpful information on our personal current accounts

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

What are you looking for information on?

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

How and when you can contact us to ask about the following things:
Your query	24 hour help?	Telephone	Internet banking	Mobile banking
Contact details	N/A	0345 8353353	Find out more about online banking	Find out more about mobile banking
Checking the balance and accessing a transaction history		Monday to Sunday, 24 hours	Not possible	Not possible
Sending money within the UK, including setting up a Standing Order		Monday to Sunday, 24 hours	Not possible	Not possible
Sending money outside the UK		Monday to Sunday, 24 hours	Not possible	Not possible
Paying in a cheque		Monday to Sunday, 24 hours	Not possible	Not possible
Cancelling a cheque		Monday to Sunday, 24 hours	Not possible	Not possible
Cash withdrawal in a foreign currency outside the UK		Monday to Sunday, 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		Monday to Sunday, 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		Monday to Sunday, 24 hours	Not possible	Not possible
Third party access to an account, for example under a power of attorney		Monday to Sunday, 24 hours	Not possible	Not possible
Problems using internet banking or mobile banking		Monday to Sunday, 24 hours	Not possible	Not possible
Reporting a suspected fraudulent incident or transaction		Monday to Sunday, 24 hours	Not possible	Not possible
Progress following an account suspension or card cancellation e.g following a fraud incident		Monday to Sunday, 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.

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:

How and when you can use your bank account to do the following things:
Your query	Telephone banking	Internet banking	Mobile banking
Checking the balance	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours
Accessing a transaction history	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours
Setting up a standing order	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours	Not possible
Sending money within the UK	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours
Sending money outside the UK	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours	Not possible
Paying in a cheque	Not possible	Not possible	Not possible
Cancelling a cheque	Monday to Sunday, 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.

Information about operational and security incidents
Incident	In the 3 months between 1st October 2020 and 31st December 2020	In the 12 months between 1st January 2020 and 31st December 2020
Total number of incidents reported	0	1
Incidents affecting telephone banking	0	0
Incidents affecting mobile banking	0	0
Incidents affecting internet banking	0	1

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

Sorry, we’re no longer accepting new current account applications. Keep an eye out for our exciting new plans, helping Tesco shoppers to manage their money a little better every day.

Existing customer? You can continue to use your account as normal.

Replacing a debit card

How quickly do we replace debit cards which have been lost, stolen or stopped?

We replace debit cards:

the same day for 0% of customers
on average, in 7 days; and
within 7 days for 99% of customers

What is the interest rate being charged on our products?


Product	Annual interest rates payable for arranged overdrafts on 30 June 2020	Annual interest rates payable for unarranged overdrafts on 30 June 2020	Refused payment fee on 30 June 2020
Current Account	18.90% (variable)	18.90% (variable)	£5

How do our overdrafts compare?

A good way to compare the cost of our overdraft with other overdrafts or other ways of borrowing is to look at the APR. The APR shows the cost of borrowing over a year.

Information about overdraft pricing in the period between 6 April 2020 and 30 June 2020


Product	Advertised APR during the period
Current Account	18.90% (variable)

To visit our information about support we offer to customers please go to - current account support information.

The requirement to publish the Competition and Markets Authority independent service quality survey results for personal current accounts can be found here.

Helpful information

How can I check my balance and transactions on my current account? Sending money within the UK Setting up a Standing Order Sending money outside the UK Paying in a cheque Cancelling a cheque Cash withdrawal in a foreign currency outside the UK

A lack of funds: including unarranged overdrafts, payments we allow despite a lack of funds and payments we refuse due to lack of funds Setting up a direct debit Allowing someone to collect one or more payments from your account using your debit card number Third party access to an account, for example under a power of attorney Problems using internet banking Problems using mobile banking Reporting a suspected fraudulent incident or transaction See all our FAQs