General information FAQs
Get detailed answers to your questions about our products and more.
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Personal details
You can update your contact, address, and additional details for your credit card, loan, or savings account using Online Banking:
- Log in to Online Banking.
- From your Online Banking Overview, select ‘Settings’ then select ‘Personal details’ from the drop-down menu.
- Select the ‘Edit’ button next to the pencil icon to update your details.
To update your contact details:
- Update the required fields then select ‘Update contact details'.
- You'll be asked to enter your Tesco Bank password.
- After you've successfully entered your password, your contact details will be updated, and a confirmation message will appear at the top of the screen.
To update your address details:
- Enter the house number or name and the postcode (this can only be a UK address), then select ‘Find address’.
- Select your address from the drop-down list then select ‘Continue’.
- If the address details are not correct, select ‘Enter address manually’ and you will be asked to enter your full address (this can only be a UK address). Once entered, select ‘Continue’.
- You'll be asked to enter your Tesco Bank password.
- After you've successfully entered your password, your address details will be updated, and a confirmation message will appear at the top of the screen.
To check or update your additional details:
- If your additional details are already correct, select ‘Confirm details’.
- If you need to update your additional details, enter your most up-to-date information in the required fields then select ‘Confirm details’.
- A confirmation message will appear at the top of the screen once your details have been successfully updated.
We’ll send you a text to let you know your details have been updated successfully. If you get a text about this and you have not made any updates, please contact us.
It's important that you let us know if you change your address. It is a legal requirement that we send your annual statement to your last known address. If you update the address we have for you when you move home, you can help ensure that this sensitive information reaches you as intended.
You can also update your personal details in our Mobile Banking App. For step-by-step instructions, please refer to our FAQ How do I update my address, phone number and email in the Mobile Banking App?
If you also bank with Barclays
Tesco Bank is now part of the Barclays Group, but we won't automatically share this information with Barclays.
If you also bank with Barclays, you'll need to update your details with them too using their Mobile App or Online Banking.
To update the name on your Tesco Bank account(s), you need to send us your request in writing.
Your letter should include:
- Your account number or card number. If you have more than one Tesco Bank product, please ensure all your products are listed within your letter.
- Confirmation that you want to change your name.
- Your new and old signatures.
- An original document or certified copy showing proof of name change.
Depending on the reason you have changed your name, we need one of the following original documents or certified copies:
- Your marriage certificate – we need to see the original document issued by the registrar on the day of marriage or a certified copy issued by the registrar.
- Deed poll certificate – the original document or a certified copy.
- Decree Absolute – the original document. Please note that, if you're changing back to your maiden name, the decree absolute does not usually confirm what the maiden name is. In these cases, you also need to provide evidence of your maiden name, such as by sending either your birth certificate or a certified copy of your new passport or driving licence.
Once we receive your letter, we'll scan your certificate and send it back. We'll also send it back via the same method you sent it, so if you send it via recorded delivery, we’ll also return it that way. This can take up to 10 working days to be processed and returned to you.
The address you need to send your letter to depends on the product you have with Tesco Bank. If you have more than one Tesco Bank product, you only need to put the address for one product on the envelope but please ensure all your products are listed within your letter.
- Credit Card – Tesco Bank, PO Box 343, Newcastle Upon Tyne, NE12 2GE
- Loans – Tesco Bank, PO Box 27014, Glasgow, G2 9FE
- Savings – Tesco Bank, PO Box 27017, Glasgow, G2 9FH
If you also bank with Barclays
Tesco Bank is now part of the Barclays Group, but we won't automatically share this information with Barclays.
If you also bank with Barclays, you'll need to update your details with them too using their Mobile App or Online Banking.
You can update your address, phone number and email for your credit card, loan, or savings account using our Mobile Banking App:
- Log in and select the Settings menu.
- Under 'Account', select 'Personal details'.
- Select 'Edit' next to any details you would like to change.
We’ll send you a text to let you know your details have been updated successfully. If you get a text about this and you have not made any updates, please contact us.
It's important that you let us know if you change your address. It is a legal requirement that we send your annual statement to your last known address. If you update the address we have for you when you move home, you can help ensure that this sensitive information reaches you as intended.
You can also update your personal details using Online Banking. For step-by-step instructions, please refer to our FAQ How do I update my contact, address and additional details using Online Banking?
If you also bank with Barclays
Tesco Bank is now part of the Barclays Group, but we won't automatically share this information with Barclays.
If you also bank with Barclays, you'll need to update your details with them too using their Mobile App or Online Banking.
Direct Debit Guarantee
The Direct Debit Guarantee applies to all Direct Debits. It protects you in the rare event that there's an error in the payment of your Direct Debit, for instance, if a payment is taken on the incorrect date, or the wrong amount is collected. It cannot be used to address contractual disputes between you and the billing organisation.
The full text of the Direct Debit Guarantee is available below.
This guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.
- If there are any changes to the amount, date or frequency of your Direct Debit, Tesco Bank will notify you 10 working days in advance of your account being debited or as otherwise agreed.
- If you request Tesco Bank to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
- If an error is made in the payment of your Direct Debit, by Tesco Bank or your bank or building society, you're entitled to a full and immediate refund of the amount paid from your bank or building society.
- If you receive a refund you're not entitled to, you must pay it back when Tesco Bank asks you to.
- You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.
Open Banking
To find out more about how Open Banking works and how to use it, visit our Open Banking page.
Confirmation of Payee
Confirmation of Payee is an account name-checking service designed to help reduce fraud through misdirected payments. It provides greater assurance to you and us that payments are being sent, and collected from, the intended account holder. In other words, it helps make sure that payments or transfers go to the right place.
At Tesco Bank, we use this service, in conjunction with the advice from UK Finance, to help protect you.
When you’re moving money out of your account, this process now helps you to take five to stop fraud.
STOP
Take a moment to stop and think before parting with your money or information. It could keep you safe.
CHALLENGE
Ask yourself, could it be fake? It’s ok to reject, refuse or ignore any requests. Only criminals will try to rush or panic you.
PROTECT
Contact your bank immediately if you think you’ve been scammed and report the scam to the police.
Report Fraud is the UK's national reporting centre for cyber crime and fraud. If you live in England, Wales, or Northern Ireland, report fraud and any other financial crime on the Report Fraud website or by calling 0300 123 2040.
If you live in Scotland, report fraud and any other financial crime to Police Scotland by calling 101.
When you're setting up a payment, we match the details that you enter (account name, sort code, account number and account type) with the details on the account you want to send money to. We'll let you know whether or not the details match before you make the payment so that you can make an informed decision.
When someone is sending you money, the same process happens for them too. Their bank will check the account details to make sure they match those on your Tesco Bank account.
It's possible, but rare, that people ask their bank to keep their data anonymous. When that happens, we might not be able to confirm that the details match, and we’ll tell you that before you attempt to make the payment.
To send money to someone, you will need the following details:
- Full name (if it's a joint account, one name is fine)
- The sort code and account number
- Secondary Reference Data (SRD), if appropriate
- Confirmation of whether it's a Personal or Business account
No. Confirmation of Payee checks are only required the first time you make a payment to someone new or when you change an existing payee's details.
Not all banks are using Confirmation of Payee, but you'll be given an on-screen response which advises 'We can't check these details' if that happens and you can decide whether to proceed with the payment.
Secondary Reference Data (SRD) is where there's more than the sort code and account number needed to identify the account, such as your credit card number, or a roll number if you're making a payment to a building society.
Confirmation of Payee works by checking against the name held on the account at the receiving bank.
For example, if you're making a payment to Mr James and Mrs Jane Smith and only input 'James and Jane', it will not recognise it.
If you input 'J Smith', it may respond with a 'Close Match' response.
If your account name is still your official name, you just need to advise payers of this before they make a payment to you. If your official name has changed, please contact us to update your account to ensure that everything matches.
No, using Confirmation of Payee will not make your payment take longer. Payment timescales will remain unchanged regardless of whether Confirmation of Payee is used.
Rich Communication Services (RCS)
RCS (Rich Communication Services) is a secure messaging service that lets us send verified messages to your phone. You’ll see features like a Tesco Bank tick icon and interactive options.
You can reply to these messages, but please be aware that responses are automated and you will not receive a personal reply.
Our RCS messages come from a verified Tesco Bank account. You’ll see our name, a verified badge, and our official website and phone number when you tap our details.
We’ll never ask for personal or banking details by message. If you’re unsure, call us using the number on our website. If we’ve asked you to call us, we will take steps to securely verify you.
If something doesn’t feel right, call us using the number on our website. We only send RCS messages when we genuinely need to speak to you about your account.
Marketing preferences
You can change your personalised offer settings using our Mobile Banking App and amend your marketing preferences across all your products using Online Banking.
Using our Mobile App:
- Log in and select the Settings menu.
- Under 'Account', select ‘Personalised offers’.
- Select the ‘Personalise my offers’ toggle to amend your current preferences.
Using Online Banking:
- Log in to Online Banking.
- From your Online Banking Overview, select ‘Settings’ then select ‘Marketing Communications’ from the drop-down menu.
- Select the ‘Change’ button to amend your current marketing preferences.
- Tick the box next to your preferred methods of communication and then select ‘Save changes’.
- A confirmation message will appear at the bottom of the screen to confirm your marketing preferences have been updated.
You can change your marketing choices for email, SMS, post and phone marketing when you register with us and at any time after that.
To opt out, let us know in one of these ways:
- On emails: Select ‘opt out’ or ‘unsubscribe’ (usually at the bottom of the email).
- By text: To opt out of SMS marketing messages, send “STOPMKT” (make sure you do not include any spaces) to 83789. You can do this at any time. You will not receive any confirmation messages, but you'll be automatically unsubscribed from all future marketing SMS communications.
- Using Online Banking: Log in to Online Banking and, from your Online Banking Overview, select 'Settings' then select 'Marketing Communications'.
- By phone: Visit our contact us page.
Please note it might take up to ten working days for your preferences to be updated. When necessary Tesco Bank will send you non-marketing communications from time to time about important updates to your account or services.