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:
| 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 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:
| 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.
| In the 3 months between 1st January 2020 and 31st March 2020 | In the 12 months between 1st April 2019 and 31st March 2020 | |
|---|---|---|
| Total number of incidents reported | 0 | 6 |
| Incidents affecting telephone banking | 0 | 2 |
| Incidents affecting mobile banking | 0 | 6 |
| Incidents affecting internet banking | 0 | 6 |
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
The Financial Ombudsman Service publishes its complaints data every six months.
You can see their complaints data about us at
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
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 at: www.tescobank.com/current-accounts/service-quality-indicators/