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 send you regular update letters before contacting you 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.
Payment Protection Insurance is an optional insurance policy, typically taken out alongside loans or credit cards that could help cover your repayments if you can't meet them due to illness, sickness, disability or involuntary unemployment.
Payment Protection Insurance was sold on Tesco Bank Loans taken out between January 1997 and March 2009 and was previously available on Tesco Credit Cards between 1997 to 2017. We no longer sell Payment Protection Insurance on any of our products.
Tesco Bank no longer offer Payment Protection Insurance and we are not able to provide information on any other providers of Payment Protection Insurance. If you have any further questions or concerns please contact us on - 0345 071 6157* Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.
If you remain dissatisfied after receiving our decision on your complaint 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.
Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.
PPI complaints will only be considered in certain circumstances. These include:
If you had a live PPI policy on 29 August 2017 and have 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.
If you believe you couldn't make your complaint prior to the 29 August 2019 deadline due to exceptional circumstances, you can provide us with details of the exceptional circumstances to consider. Where we agree these circumstances prevented you from complaining, you will be able to make a PPI complaint.
Where your complaint is about the administration of the policy following the sale of the policy.
You can find further information relating to PPI and/or guidance on making a complaint on the websites of:
Financial Conduct Authority
Financial Services Compensation Scheme
Money Advice Service
Money Savings Expert
Citizens Advice Bureau
You may be able to make a complaint about the sale of PPI or undisclosed high commission and/or profit share if you couldn't complain within the time limit because of exceptional circumstances. Examples of exceptional circumstances include but are not limited to:
Serious ill health
Administrative error by Tesco Bank
Posted abroad in armed forces
You should provide us with full details including dates of any exceptional circumstances you believe affected your ability to make a complaint. We may ask for evidence.
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 unless you were unable to make your complaint before the deadline due to exceptional circumstances. If you believe you couldn't make your complaint prior to the 29 August 2019 deadline due to exceptional circumstances, you can provide us with details of the exceptional circumstances to consider. Where we agree these circumstances prevented you from complaining, you will be able to make a PPI complaint.