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

Click here to visit Tesco Bank website.

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 to complain – a guide

We’re here to resolve problems about your claim. We do everything we can to make sure our customers get the best possible service.

However, sometimes we don’t get things right. When this happens, we will encourage you to tell us about your complaint so that we can put matters right.

We want to:

Make it easy for you to raise your complaint.
Listen to your complaint.
Consider how you would like us to resolve your complaint.
Make sure you are satisfied with how your complaint was handled.

Get in touch?

By phone: Contact your Claims handler first. You will find their contact details on any letters they have sent you.
In writing: Tesco Underwriting, Floor 2, Q8, Quorum business park, Newcastle upon Tyne, NE12 8BU.
By e-mail: 05_cbs_newcastle@tescobank.com

How long will it take?

Within 4 business days
Our aim is to resolve your complaint quickly. If we resolve your complaint within 4 business days, we will confirm this by text message, email or letter in our ‘Summary Resolution’. In this we’ll tell you about the Financial Ombudsman Service (FOS), who you can ask to review your case if you subsequently decide you’re unhappy with our resolution.

Some complaints may take longer to resolve. If we’ve been unable to resolve your complaint, we’ll send you a text, email or letter to acknowledge your complaint as soon as possible. We aim to acknowledge your complaint by the end of 5 business days.

Eight weeks
While we don’t expect it to take this long to resolve your complaint, we appreciate that sometimes we may be dealing with a complex issue and need additional time to ensure we get things right. If for any reason we take this long, we will write to ask for more time or give you our Final Response. At this point, you may be able to take your complaint to the FOS.

What happens if we cannot reach agreement?

Tesco Underwriting is a member of the Financial Ombudsman Service and if we cannot reach agreement with you, we will send you a Final Response letter. This will clearly set out our position with regard to your complaint and will advise you on how to contact the Financial Ombudsman Service if you wish them to review your case. Any referral to them must usually be made within six months of the date of our Final Response.

The Financial Ombudsman Service

The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.

We are committed to resolving your complaint fairly and quickly. In most cases, this can be done if you contact the relevant business area at the beginning. We will try to resolve your complaint by listening to you to understand what has gone wrong.

Our aim is to resolve all complaints internally. However, if you are not satisfied with our suggested resolution, or if 8 weeks have passed since you first brought your complaint to our attention, you have the right to refer your case to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must usually contact them within six months of the date of any final response issued.

How to get in touch with the Financial Ombudsman

Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567 (or +44 20 7964 0500 from outside the UK)
Email: complaint.info@financial-ombudsman.org.uk

Further helpful information can be obtained from visiting the Financial Ombudsman Service website.
Visit Financial Ombudsman Service website

Complaints publication report 2020

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 July – 31 December 2020

Product / service grouping: Insurance and pure protection
Provision (at 31 December 2020): 1.30 per 1,000 policies in force
Intermediation (within the reporting period): N/A
No. of complaints opened: 1,249
No. of complaints closed: 1,275
Percentage closed within 3 days: 52.5%
Percentage closed after 3 days but within 8 weeks: 45.4%
Percentage upheld: 42.9%
Main cause of complaints opened: General admin / customer service

Notes:

‘Percentage upheld’ means found in the customer’s favour.
The number of complaints closed being higher than the number opened is a result of there being some complaints received in the period prior to 1 July 2020 that were still being investigated.