If you’ve already made a PPI complaint to us before the deadline you don’t need to do anything. The PPI deadline has meant we have received a high volume of complaints. This means our response may take longer than usual. We will be in touch as soon as we have an update on your complaint.
If you had Tesco Bank PPI, then you can make a PPI complaint by phone, post or online if you were unable to make your complaint prior to the deadline on 29 August 2019 because of exceptional circumstances.
You can also make a complaint if you had a live PPI policy on 29 August 2017 and had a claim on it after 29 August 2017 that was rejected for reasons related to the sale. The complaint must be related to the reason the claim was rejected, for example, eligibility, exclusions or limitations.
You can also make a complaint about the administration of the policy following the sale.
If we accept your complaint, we'll acknowledge receipt of your complaint in writing (if a Claims Management Company is making the complaint on your behalf, we will send this to them). If we do not accept your complaint we will confirm this in writing and detail why.
Please note, there is no need to use a Claims Management Company or a solicitor to make your complaint. Claims management companies and solicitors are likely to charge you a fee for their services. If you contact us directly we will assess your complaint in exactly the same way and timescale that we treat complaints sent in by a Claims Management Company or a solicitor and you won‘t be charged any fees by us. If you do use a Claims Management Company, you should check that they are authorised. Making a complaint about PPI or PPI commission will not affect your relationship with us.
If you are unsure whether you had Tesco Bank PPI, you can contact us by phone or in writing to check if you have ever held Tesco Bank PPI.
Please note: Tesco Payment Protection Insurance was only sold under the Tesco Bank and Tesco Personal Finance brands.
Once we have received your complaint, we will review and fully consider your complaint and may contact you for further information to help us do this.
You will then receive our decision. We'll write to you/your Claims Management Company within 8 weeks of receiving your complaint to let you know our decision. If we agree with your complaint we'll confirm the amount of refund that we are offering.
If you accept our offer we will pay the funds into your bank account within 7 days of receiving your written acceptance.
If you aren’t happy with our final response, or haven’t received a final response within 8 weeks, you can complain to the Financial Ombudsman Service about this.
You will still be able to complain to the Financial Ombudsman Service after the 29 August 2019 deadline if:
You will need to submit your complaint within 6 months of receiving your PPI provider’s final response.