The Financial Conduct Authority set a deadline of 29 August 2019 for PPI complaints. As this has now passed you are no longer able to claim money back for PPI other than in the circumstances detailed below.
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.
If you are unsure whether you have ever taken out a PPI policy with us, you can check by:
We are open 9am-5pm Monday to Friday. Calls may be recorded and/or monitored for training purposes.
*This number may be included as part of any inclusive call minutes provided by your phone operator.
Important information required to help us process your enquiry
At minimum, your enquiry should include:
You should also include the following if you know it:
The Financial Conduct Authority set a deadline of 29 August 2019 for PPI complaints. As this has now passed you are no longer able to claim money back for PPI other than in the circumstances detailed below.
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.
By post – Write to us at the below address:
Tesco Bank, PPI Complaints, PO BOX 346, Newcastle Upon Tyne, NE12 2GH
You also have the option to complete a downloadable complaint form to make a complaint.
By telephone - You can call us on:
Lines are open between the hours of 9am-5pm Monday to Friday. Calls may be recorded and/or monitored for training purposes.
*This number may be included as part of any inclusive call minutes provided by your phone operator.
Important information required to help us process your enquiry
At minimum, your PPI complaint should include:
You should also include the following if you know it:
Under the Financial Conduct Authority rules, we have a maximum time limit of 8 weeks to provide you with a written response. After receiving our decision, if you remain dissatisfied you have the right to refer the matter to:
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
You can telephone them on 0800 023 4567 or 0300 123 9123 or visit their website for further information.
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.
The Financial Conduct Authority (FCA) set a deadline of 29 August 2019 for making a PPI complaint. If you complain about your PPI policy after this date, your complaint will only be considered in specific circumstances.
You can also contact us on the phone number below to check if you are eligible to make an undisclosed high commission and/or profit share complaint. To do so we only need your current name, any previous names, your current address, any previous addresses and your date of birth.
We understand that different customers may require different levels of assistance and we are committed to making our products and services as accessible as possible. Our processes are designed to make it as easy as possible for anyone wishing to make a complaint or check if they have held PPI.
We offer Relay UK contact options as well as braille and large text. If you need any additional support to help you make a complaint or check if you had PPI, please contact us and we will do our utmost to support your needs.
Write to us at:
Tesco Bank, PPI Complaints, PO BOX 346, Newcastle Upon Tyne, NE12 2GH
You can call us on:
Lines are open between the hours of 9am-5pm Monday to Friday. Calls may be recorded and/or monitored for training purposes.
*This number may be included as part of any inclusive call minutes provided by your phone operator.
Information on the different ways that you can view our website is available on the Accessibility section of our website.
If you have already submitted a complaint to us regarding Payment Protection Insurance or undisclosed high commission and/or profit share, we will aim to resolve your complaint as quickly as possible. If this hasn’t been possible by the end of 5 business days, we will send a text, email or letter to acknowledge your complaint. We will then contact you with our final decision on your complaint therefore there is no need for you to contact us again. You can find more information on how long it will take here.
For further information about your complaint, you can call us on:
Lines are open between the hours of 9am-5pm Monday to Friday. Calls may be recorded and/or monitored for training purposes.
*This number may be included as part of any inclusive call minutes provided by your phone operator.
Write to us at:
If you have difficulties with your hearing or speech, contact us through the Relay UK app. You can find out how to use Relay UK on their website.
If you need any additional support to help you make a complaint or check if you had PPI, please contact us and we will do our upmost to support your needs.
