Complaints about Payment Protection Insurance

The Financial Conduct Authority (FCA) has set a deadline of 29 August 2019 for making a PPI complaint. For your complaint to be considered, you need to have made your complaint to us by 29 August 2019.

Our PPI complaints process

Step 1

If you had Tesco Bank PPI, then you can make a PPI complaint by phone, post or online. How can I make a PPI 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 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. How do I find out if I had PPI?

Step 2

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.

Step 3

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.

Step 4

If you accept our offer we will pay the funds into your bank account within 7 days of receiving your written acceptance.

If you are unhappy with our decision you have the right to refer your complaint to the Financial Ombudsman Service. You can telephone them on 0800 023 4567 or 0300 123 9123 or visit their website for further information.

Important information

How do I find out if I had PPI?

How do I find out if I had PPI?

If you are unsure whether you have ever taken out a PPI policy with us, you can check by:

  • Writing to us at Tesco Bank, PPI Complaints Team, PO Box 17402, Edinburgh, EH12 1FT
  • Calling us on 0345 071 6157*, (18001) 0345 071 6157 (using TypeTalk) or 0345 671 0674* (using Minicom)

We are open 8am-6pm Monday to Friday and 8am-1pm Saturday. 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.

The more information you are able to provide us with, the quicker we will be able to check whether you have ever taken out a PPI policy with us, so please provide your current name, any previous names, your current address, any previous addresses and your date of birth,. If you do not have all of this information, then please provide as much as possible. There is no charge for checking whether you had a policy with us or for making a complaint.

How can I make a PPI complaint?

How can I make a PPI complaint?

Online - You can make an online complaint about Tesco Bank Payment Protection Insurance by clicking on the link below which will transfer you to the Resolver website. Resolver is a free tool to help customers make online complaints. Once registered on the Resolver website, you will be asked to provide the details of your complaint which Resolver will then forward to us securely. We will then review your complaint and provide a response within 8 weeks. Visit the link below to fill out an online complaint form.

By post – Write to us at the below address:

Tesco Bank, PPI Complaints Team, PO Box 17402, Edinburgh, EH12 1FT

You also have the option to complete a downloadable complaint form to make a complaint.

By telephone - You can call us on:

  • 0345 071 6157*
  • 18001 0345 071 6157 using TypeTalk
  • 0345 671 0674* using Minicom

Lines are open between the hours of 8am-6pm Monday to Friday and 8am-1pm Saturday. 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.

The more information you are able to provide us with, the quicker we will be able to check whether you have ever taken out a PPI policy with us and deal with your complaint. Please include your current name, any previous names, your current address, any previous addresses and your date of birth. If you do not have all of this information, then please provide as much as possible.

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 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.

PPI Complaint Deadline

The PPI complaints deadline and undisclosed high commission and profit share complaints

The Financial Conduct Authority (FCA) has set a deadline of 29 August 2019 for making a PPI complaint. For your complaint to be considered you need to have made your complaint to us by this date. If you complain about your PPI policy after this date, your complaint will only be considered in specific circumstances.

The FCA has also introduced rules (following a Supreme Court decision in a case called Plevin v Paragon) that gives a new basis for complaining about PPI. You could receive some money back if we received a high amount of commission and/or profit share on your policy and you were not told this when you bought it. You may receive money back even if you previously raised a complaint about your policy being mis-sold and this was rejected. A high level of commission and profit share typically means that it was over 50% of the total premium that you paid for your PPI policy.

You can find more information on whether you may be eligible to complain on this issue below.

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.

Additional support

Additional support

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 Typetalk and Minicom 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 Team, PO Box 17402, Edinburgh, EH12 1FT

You can call us on:

  • 0345 071 6157*
  • 18001 0345 071 6157 using TypeTalk
  • 0345 671 0674* using Minicom

Lines are open between the hours of 8am-6pm Monday to Friday and 8am-1pm Saturday. 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.

Already made a PPI complaint?

Already made a PPI complaint?

If you submitted a complaint to us regarding undisclosed high commission and/or profit share prior to 29 August 2017, you may have received an acknowledgement from us advising that we would place your case on hold pending the Financial Conduct Authority rules and guidance on PPI complaints being published/implemented. As the FCA rules and guidance have now been published, we will be contacting you with our final decision on your complaint therefore there is no need for you to contact us again.

If you have previously raised a complaint about your policy by being mis-sold and this was rejected, you may still be able to make a new type of complaint about undisclosed high commission and/or profit share. You could receive some money back if we received a high amount of commission and/or profit share on your policy and you were not told this when you bought it. A high level of commission and profit share typically means that it was over 50% of the total premium that you paid for your PPI policy.

You can find more information on whether you may be eligible to complain on this issue here:

You can also contact us 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 address and your date of birth.

You can call us on:

  • 0345 071 6157*
  • 18001 0345 071 6157 using TypeTalk
  • 0345 671 0674* using Minicom

Lines are open between the hours of 8am-6pm Monday to Friday and 8am-1pm Saturday. 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:

  • Tesco Bank, PPI Complaints Team, PO Box 17402, Edinburgh, EH12 1FT

Contact us - we're here to help

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. You can call us on: 0345 071 6157*, 18001 0345 071 6157 using TypeTalk, 0345 671 0674 using Minicom.

Lines are open between the hours of 8am - 6pm Monday to Friday and 8am - 1pm Saturday. 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.