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COVID-19

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Please find our reduced opening hours and contact details below. Banking customer service Loans 0345 600 6016* Mon-Fri 8am – 6pm Sat & Sun 9am – 2pm Savings 0345 678 5678* Mon-Fri 8am – 6pm Sat & Sun 9am – 2pm Current Accounts 0345 835 3353* Mon-Fri 8am – 7.00pm Sat & Sun 8am – 7.00pm Credit Cards 0345 300 4278* Mon-Fri 8am – 7.00pm Sat & Sun 8am – 7.00pm Online Banking & Mobile App Help 0345 300 3511* Mon-Fri 8am – 7.00pm Sat & Sun 8am – 7.00pm Need help with a new application? 0345 300 4278* Mon-Fri 8am – 5pm Sat & Sun closed In financial difficulty? 0345 671 0677* Mon – Fri 9am – 7pm Sat 9am – 5pm Sun closed Lost or stolen card or suspected fraud? 0345 300 4278* Available 24/7   Insurance customer services Car Insurance 0345 673 0000* Mon-Fri 9am – 6pm   Sat 9am – 2pm Sun closed  Home Insurance 0345 674 6666* Mon-Fri 9am – 6pm   Sat 9am – 2pm Sun closed Pet Insurance 0345 078 3895* Mon-Fri 9am – 5pm   Sat and Sun closed   Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.
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If you have a Tesco Bank Loan: For a Loans payment break, you'll need to complete our online form. You’ll need your loan account number and sort code which can be found on your annual statement, your original loan documentation, in Online Banking or our Mobile Banking App. Apply for a Loans payment break If you have a Tesco Bank Credit Card: For a Credit Card payment break, you'll need to complete our online form. You'll need the 16 digit number on the front of your card. Apply for a Credit Card payment break
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My flight or holiday has been cancelled due to COVID-19, what can I do? If the merchant is offering a refund, we would first ask you to allow them an opportunity to refund your credit card before getting in touch. If they are not offering a refund, or you have been referred to your card issuer to make a claim, we may be able to reimburse you. Please download and complete our dispute form.   What if I choose not to travel due to COVID-19? As the merchant has not cancelled and the service is still available, we are unable to raise a dispute. Please contact the merchant directly to discuss a refund. You may also want to contact your travel provider or insurance company for further information or assistance.   What happens if my flight is cancelled and refunded however my hotel is still available and not offering a refund? You need to contact the hotel and/or your travel insurance to discuss a refund. If they are not offering a refund, or you have been referred to your card issuer to make a claim, we may be able to reimburse you. Please download and complete our dispute form.   Planned to travel abroad? If you’re worried about any future travel plans please contact the company you booked with.   What happens if the government tells me not to travel? If the government issues guidance advising against travel, the airline will likely cancel the flight If the merchant is offering a refund, we would first ask you to allow them an opportunity to refund your credit card before getting in touch. If they are not offering a refund, or you have been referred to your card issuer to make a claim, we may be able to reimburse you. Please download and complete our dispute form.
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When completing the form, please make sure you have the following information available: Your credit card number or your sort code and account number The date and merchant name on the transaction you want to dispute (you can find this on Online Banking, the Mobile App or your paper statement) Your destination and flight or accommodation dates We'll process your request and contact you when complete, or if we need further information. Due to extraordinary demand in our contact centres, it may take longer than usual to process your request. Please download and complete our didn’t receive goods form and email it to us at disputes@tescobank.com. We recommend using a laptop or PC to do this. If you are using your mobile, you will need to save the form to your files before completing the fields and emailing it.  
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If the Merchant is offering a refund, we would first ask you to allow them an opportunity to refund your credit card before getting in touch. If they are not offering a refund, or you have been referred to your card issuer to make a claim, we may be able to reimburse you. Please download and complete our didn’t receive goods form and email it to us at disputes@tescobank.com. We recommend using a laptop or PC to do this. If you are using your mobile, you will need to save the form to your files before completing the fields and emailing it. When completing the form, please make sure you have the following information available: Your credit card number or your sort code and account number The date and merchant name on the transaction you want to dispute (you can find this on Online Banking, the Mobile App or your paper statement) Your destination and flight or accommodation dates We'll process your request and contact you when complete, or if we need further information. Due to extraordinary demand in our contact centres, it may take longer than usual to process your request.
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Provided your request is solely due to the impact of COVID-19, we’ll make sure there’s no impact on your credit file. If you’ve had confirmation that your COVID-19 payment break has been applied then there is nothing to be concerned about. There are some letters which will continue to be sent to you including some that suggest you are in arrears and we appreciate that receiving these can be distressing. Unfortunately we have been unable to stop these going out but want to reassure you that you can ignore them as long as you’ve received confirmation that the payment break is in place.
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We will contact you before your COVID-19 payment break ends with further information on how you can make up the payments.
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The spread of COVID-19 is unprecedented in modern times and we understand this is an incredibly difficult time for families and businesses. Insurers want to support those who are affected by the impact of COVID-19, as well as those who want to help their communities in these challenging times. ABI motor and home insurers have pledged to: 1. Support those who need to make a claim. Insurers have implemented business continuity plans and work closely with service providers to do everything possible in these challenging circumstances to continue to handle claims and support their customers. We recognise there will be many customers who will need additional support and insurers will prioritise those in vulnerable circumstances. 2. Support those who are working from home. If you are an office-based worker and need to work from home because of government advice or because you need to self-isolate, your home insurance cover will not be affected. You do not need to contact your insurer to update your documents or extend your cover. 3. Support those who cannot work from home. If you have to drive to your workplace because of the impact of COVID-19, your insurance policy will be valid. You do not need to contact your insurer to update your documents or extend your cover. 4. Support those who use their cars to help their communities. If you are using your own car for voluntary purposes to transport medicines or groceries to support others who are impacted by COVID-19, your cover will not be affected. You do not need to contact your insurer to update your documents or extend your cover. 5. Support our key workers. If your work* is critical to the national response to COVID-19 and you need to use your own car to drive to different locations for work purposes because of the impact of COVID-19, your cover will not be affected. You do not need to contact your insurer to update your documents or extend your cover. *everyone who works in one of the critical sectors listed by the government. Association of British Insurers 20 March 2020
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For Loans: Once your application form has been processed, where we can, we’ll start your payment break from your next payment. If your payment is due within the next few days, your payment break may start from the following month. Don’t worry, we won’t apply any missed payment fees to your account. For Credit Cards: The COVID-19 payment break will cover three payments – the one for the statement period in which you submit your application form, and the two payments that follow. If you submit your application form just after you’ve missed a payment and before you’ve had your new statement, we’ll count the missed payment as the first in your payment break.
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If you’ve received your renewal invite but don’t want to renew, please download and complete the form below and email it to lapsemyrenewal@tescobank.com Insurance Renewal Form We recommend using a laptop or PC to do this. If you are using your mobile, you will need to save the form to your files before completing the fields and emailing it. However, if your renewal date is within 48 hours, please contact us on: Car Insurance: 0345 671 5678 Home Insurance: 0345 671 5688
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