Complaints process

Things don't go quite right and we get things wrong. Learn about complaints which have been made to Tesco Bank and how you can make a complaint.

Complaints data

To find out more about the number of complaints we've received, how quickly we dealt with those complaints and how many we upheld, visit our complaints data page.

    PPI complaints

    If you have a concern about Payment Protection Insurance you can visit our PPI complaints page for more information about how you can get your complaint investigated.

      How to complain - a guide

      We're here to resolve your problem. We do everything we can to make sure our customers get the best possible service.

      However, sometimes we do not get things right. When this happens we will encourage you to tell us about your complaint so that we can put matters right.

        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 page 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

          We're here to resolve your problem. We do everything we can to make sure our customers get the best possible service.

            Getting in touch

            In response to the current situation regarding COVID-19, we're currently operating reduced opening hours at our customer service centre.

            All we ask is that you help us protect our most vulnerable customers at this time by only calling us if your call is urgent.

            You can also use Facebook Messenger or Twitter to send us a private message.

              How and where to complain

              Product

              Contact number

              Postal address

              Online form / Email address

              Credit Cards

                Customer Relations - PO BOX 27010 Glasgow G2 2DR

                  Clubcard Pay

                    Customer Relations - PO BOX 27010 Glasgow G2 2DR

                      Current Accounts

                        Customer Relations - PO BOX 27010, Glasgow, G2 2DR

                          Savings

                            Customer Relations - PO BOX 27010, Glasgow, G2 2DR

                              Loans

                                Customer Relations - PO BOX 27010, Glasgow, G2 2DR

                                  Car Insurance

                                    Customer Relations - Freepost RSJB-RYLK-JKUX, PO BOX 277, Newcastle Upon Tyne, NE12 2BU

                                      Home Insurance

                                        Customer Relations - Freepost RSJB-RYLK-JKUX, PO BOX 277, Newcastle Upon Tyne, NE12 2BU

                                          Pet Insurance

                                            Customer Services, Tesco Pet Insurance, PO Box 1363, Peterborough PE2 2QZ

                                              How long will it take?

                                              Within 4 business days

                                              Our aim is to resolve your complaint quickly. If we resolve your complaint within 4 business days, we will confirm this by text message, email or letter in our 'Summary Resolution'. In this we'll tell you about the Financial Ombudsman Service (FOS), who you can ask to review your case if you subsequently decide you're unhappy with our resolution.

                                              If we've been unable to resolve your complaint by the end of 5 business days, we will send you a text, email or letter that day to acknowledge your complaint. However, if it's clear before then that we won't be able to resolve your complaint quickly, we'll send you an acknowledgement as soon as possible.

                                                Two weeks

                                                In the majority of cases, we will be able to resolve your complaint within two weeks of receiving it. If we have not resolved it in this time, we will contact you again to update you with our progress and tell you how much longer we think it will take.

                                                  Five weeks

                                                  If we have not been able to resolve your complaint within five weeks we will contact you again to update you with our progress or give you our 'Final Response'. At this point you may be eligible to contact the FOS to discuss your complaint.

                                                    Eight weeks

                                                    While we don't expect it to take this long to resolve your complaint, we appreciate that sometimes we may be dealing with a complex issue and need additional time to ensure we get things right. If for any reason we take this long, we will write to ask for more time or give you our Final Response. At this point, you may be able to take your complaint to the FOS.

                                                      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 usually 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 8 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 usually contact them within six months of the date of any final response issued.

                                                          How to get in touch with the Financial Ombudsman

                                                          Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

                                                          Telephone: 0800 023 4567 (or +44 20 7964 0500 from outside the UK)

                                                          Email: complaint.info@financial-ombudsman.org.uk

                                                          Further helpful information can be obtained from visiting the Financial Ombudsman Service website.