How to make a complaint

Tesco Underwriting are committed to providing the highest standard of service to you, our customers. Should you need to complain, we will do everything possible to ensure your complaint is dealt with quickly and fairly.

If you have applied for employment with Tesco Underwriting, and you have a complaint about our recruitment process, you should contact our HR Manager, who can be contacted on 0191 644 8069.

 

Our complaints procedure
If you have a complaint about your policy

Step 1: let your usual point of contact know

If your complaint is about your Tesco Car Insurance or Home Insurance policy:

  • Telephone Tesco Bank on 0345 673 0000 (Car) or 0345 674 6666 (Home); or
  • Write to Tesco Bank at the address shown below:
    Freepost RSJB-RYLK-JKUX
    Tesco Bank Complaints
    P.O. Box 277
    NEWCASTLE UPON TYNE
    NE12 2BU; or
  • Click here to visit Tesco Bank website.

Where possible, Tesco Bank will aim to resolve your complaint at this stage, however some complaints may take longer to resolve. If for any reason you remain dissatisfied with their final response letter or you have not received a final response letter within 8 weeks, you may escalate the matter as outlined in Step 2.

A copy of Tesco Bank’s complaints handling procedures is available from them on request or by clicking here.

Step 2: Contact the Financial Ombudsman Service

If you are not satisfied with Tesco Bank’s final decision or you have not received their final decision within 8 weeks, you can write to:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Alternatively you can telephone: 0300 123 9 123 or 0800 023 4567. Further helpful information can be obtained from visiting the Financial Ombudsman website on www.financial-ombudsman.org.uk

Any referral to the Financial Ombudsman Service should normally be made within six months of the date of Tesco Bank’s final response letter.

Following the complaints procedure does not affect your legal rights.

If you have a complaint about your claim

The following procedure relates to complaints about claims made under Tesco Car Insurance or Tesco Home Insurance policies. However, Tesco Underwriting Limited will only be able to deal with complaints for policies it has underwritten. For complaints relating to policies underwritten by other insurers, please check your Schedule to find out the name and address of the insurer.

How can we help?

The Tesco Underwriting Complaint Procedure

  • Contact your claim handler first. You will find their details on any letters they have sent to you; or
  • Write to the Claims Manager who will ensure that the matter is dealt with at a senior level. The address can be found on any letters you have received; or
  • Click here to fill in our complaint form.

Where possible, we will aim to resolve your complaint at this stage, however some complaints may take longer to resolve. If for any reason you remain dissatisfied with our response or you have not received a final response letter within 8 weeks, you may escalate the matter to the Financial Ombudsman Service.

Click HERE to view details of the Tesco Underwritings complaint procedure.

The Financial Ombudsman Service

If you are not satisfied with our final decision regarding your Claim complaint or you have not received our final decision within 8 weeks, you can write to:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Alternatively you can telephone: 0300 123 9 123 or 0800 023 4567. Further helpful information can be obtained from visiting the Financial Ombudsman website on www.financial-ombudsman.org.uk

Any referral to the Financial Ombudsman Service should normally be made within six months of the date of our final response letter.

Following the complaints procedure does not affect your legal rights.

Complaints publication report 2018

The table below provides some information about the complaints we received, including how quickly we dealt with them, how many we upheld and the most common cause of complaint.

  • Firm name: Tesco Underwriting Limited
  • Group name: Ageas (UK) Limited
  • Period covered in this return: 1 January – 30 June 2018

Product / service grouping Provision (at 31 December 2017) Intermediation (within the reporting period) No. of complaints opened No. of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Insurance and pure protection 1.03 per 1,000 policies in force N/A 1,097 1,060 57.2% 40.8% 51.7% General admin / customer service

Notes:

  • ‘Percentage upheld’ means found in the customer’s favour.

Making a complaint about your claim

We will only use your personal information in the ways set out in the Privacy Notice in the policy booklet you were provided with when you took out your policy.

Fill in the complaint form below and we will help you with your complaint

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Once you submit your complaint, we will send you an email confirm we have received it.