Complaints process

Things don't go quite right and we get things wrong. Learn about complaints which have been made to Tesco Insurance and how you can make a complaint.

Complaints data

To find out more about the number of complaints we've received, how quickly we dealt with those complaints and how many we upheld, visit our complaints data page.

    How to complain - a guide

    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.

      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.

      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.

        How and where to complain

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

        Lines are open Monday to Friday 9am - 6pm.

          How and where to complain

          Product

          Contact number

          Postal address

          Online form / Email address

          Car Insurance

            Customer Relations - Freepost RSJB-RYLK-JKUX, PO BOX 277, Newcastle Upon Tyne, NE12 2BU

              Car Insurance Claims

                Tesco Underwriting - Freepost RSJB-RYLK-JKUX, PO BOX 277 Newcastle upon Tyne NE12 8BU

                  Home Insurance

                    Customer Relations - Freepost RSJB-RYLK-JKUX, PO BOX 277, Newcastle Upon Tyne, NE12 2BU

                      Home Insurance Claims

                        Tesco Underwriting - Freepost RSJB-RYLK-JKUX, PO BOX 277, Newcastle upon Tyne, NE12 8BU

                          Pet Insurance

                            Customer Services, Tesco Pet Insurance, PO Box 1363, Peterborough PE2 2QZ

                              Travel Money

                                Customer Relations - PO BOX 27010, Glasgow, G2 2DR

                                  *This number may be included as part of any inclusive call minutes provided by your phone operator.

                                  Claims complaints - Car Insurance optional extras

                                  To help identify your policy, please remember to include any claims reference you may already have been given.

                                  Optional extras underwriter

                                  Product

                                  Contact number

                                  Write to us

                                  Motor Legal Protection

                                    Arc Legal Assistance Ltd., PO Box 8921,
                                    Colchester, CO4 5YD

                                    Claims: claims.arclegal.co.uk

                                    Email: customerservice@arclegal.co.uk

                                      Tesco Glass Line

                                        1 Priory Business Park, Cardington, Beds, MK44 3US

                                        Email: customer.services@autoglass.co.uk

                                          RAC Breakdown Cover

                                            Tesco Breakdown Customer Care, RAC Motoring House, Great Park Road, Bradley Stoke, Bristol, BS32 4QN

                                              Key Cover

                                                Complaints, Keycare, 2-3 Quayside House, Quayside, Salts Mill Road, Shipley, West Yorkshire, BD18 3ST

                                                  Upgraded Courtesy Car Cover

                                                    Tesco Underwriting, Floor 2, Q8 Quorum Business Park, Newcastle Upon Tyne, NE12 8BU

                                                      Driver Injury Cover

                                                        Tesco Underwriting, Floor 2, Q8 Quorum Business Park, Newcastle Upon Tyne, NE12 8BU

                                                          Tesco Car Insurance is arranged and administered by Tesco Insurance and is underwritten by a select range of insurers.

                                                          *This number may be included as part of any inclusive call minutes provided by your phone operator.

                                                          Home Insurance optional extras

                                                          To help identify your policy, please remember to include any claims reference you may already have been given.

                                                          Optional extras underwriter

                                                          Product

                                                          Contact number

                                                          Write to us

                                                          Family Legal Guard

                                                            Arc Legal Assistance Ltd., PO Box 8921,
                                                            Colchester, CO4 5YD

                                                            Claims: claims.arclegal.co.uk

                                                            Email: customerservice@arclegal.co.uk

                                                              Home Emergency

                                                                Customer Relations Manager, Inter Partner Assistance S.A., 106-118 Station Road, Redhill, Surrey, RH1 1PR

                                                                Email: homeemergencycomplaints@axa-assistance.co.uk

                                                                  *This number may be included as part of any inclusive call minutes provided by your phone operator.

                                                                  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.

                                                                  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.

                                                                    Two weeks

                                                                    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.

                                                                      Five weeks

                                                                      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.

                                                                        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 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

                                                                            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.