Complaints process

We're here to resolve your problem. We do everything we can to make sure our customers get the best possible service.

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

The remainder of this page explains what to do if you have a complaint about the service from Tesco Insurance. It also tells you how quickly we will deal with your complaint and who to contact if you are not satisfied with our response.

We're here to resolve your problem. We do everything we can to make sure our customers get the best possible service.

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.

If we've been unable to resolve your complaint by the end of 5 business days, we will send you a text, email or letter that day to acknowledge your complaint. However, if it's clear before then that we won't be able to resolve your complaint quickly, we'll send you an acknowledgement as soon as possible.

In the majority of cases, we will be able to resolve your complaint within two weeks of receiving it. If we have not resolved it in this time, we will contact you again to update you with our progress and tell you how much longer we think it will take.

If we have not been able to resolve your complaint within five weeks we will contact you again to update you with our progress or give you our 'Final Response'. At this point you may be eligible to contact the FOS to discuss your complaint.

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.

Tesco Insurance 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 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.

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.