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Complaints data

This page provides details about the number of complaints we've received, how quickly we dealt with those complaints and how many we upheld.

Tesco Insurance’s goal is to make insurance easier and better value for people who shop at Tesco. We recognise that sometimes things do go wrong and if this happens our aim is to rectify any issues as quickly as we can.

We want customers to tell us about any complaints or concerns they might have, so that we can put matters right. Complaints also provide us with valuable feedback about our products and service, helping us to ensure that we are continually improving the service and experience our customers have with us.

If you would like to know more about how to make a complaint, you can visit our complaints page.

    Complaints Publication Report

    The table below provides details about the number of complaints we have reported, how quickly we dealt with those complaints and how many we upheld (we have created a glossary to help explain what the headings in the table mean).

    Firm name: Tesco Personal Finance Ltd

    Group name: Tesco Personal Finance Ltd

    Period covered in this return: September 2024 to February 2025.

      Complaints Publication Report - Tesco Personal Finance Ltd

      Product / service grouping

      Provision (for reporting period end date)*

      Intermediation (within the reporting period)*

      Number of complaints opened

      Number of complaints closed

      Volume / % closed within 3 days

      Volume / % closed after 3 days but within 8 weeks

      Volume / % closed after 8 weeks

      Volume / % upheld

      Main cause of complaints opened

      Insurance and pure protection (inc. PPI)

        2.36 per 1,000 policies in force

          N/A

            4,180

              4,184

                1,952 / 47%

                  2,230 / 53%

                    2 / 0%

                      1,527 / 37%

                        Disputes over sums / charges

                          *Number of complaints opened by volume of business

                          Firm name: Tesco Underwriting Limited

                          Group name: Tesco Personal Finance Ltd

                          Period covered in this return: September 2024 to February 2025.

                            Complaints Publication Report - Tesco Underwriting Limited

                            Product / service grouping

                            Provision (for reporting period end date)

                            Intermediation (within the reporting period)

                            Number of complaints opened

                            Number of complaints closed

                            Volume / % closed within 3 days

                            Volume / % closed after 3 days but within 8 weeks

                            Volume / % closed after 8 weeks

                            Volume / % upheld

                            Main cause of complaints opened

                            Insurance and pure protection

                              1.42 per 1,000 policies in force

                                N/A

                                  2,550

                                    2,462

                                      593 / 23%

                                        1,630 / 64%

                                          239 / 9%

                                            1,334 / 52%

                                              Delays / timescales

                                                ‘Volume / % upheld’ means found in the customer’s favour.

                                                To put these figures into context:

                                                • In total, 7,140 Insurance complaints were received over the period, an increase of 7% on the volume received in the previous 6 months.In total, 7,140 Insurance complaints were received over the period, an increase of 7% on the volume received in the previous 6 months.
                                                • The Tesco Underwriting figures cover complaints relating to claims only. Any complaints relating to premiums or sales are captured in the Tesco Insurance data above.The Tesco Underwriting figures cover complaints relating to claims only. Any complaints relating to premiums or sales are captured in the Tesco Insurance data above.
                                                • The Tesco Insurance data contains information on PPI complaints in addition to general insurance. This is why the contextualisation figure between Tesco Insurance and Tesco Underwriting may be different.The Tesco Insurance data contains information on PPI complaints in addition to general insurance. This is why the contextualisation figure between Tesco Insurance and Tesco Underwriting may be different.

                                                Details of the number of cases referred to the Financial Ombudsman Service (FOS) can be found from visiting their website below.

                                                  Visit Financial Ombudsman Service website

                                                  Glossary of complaint terms

                                                  Complaint opened: This means when the complaint reached us.

                                                  Complaint closed: This means when we have finished looking into the complaint and the customer has told us that they are happy with the outcome; or we have issued a letter giving our final response.

                                                  Complaints closed within 8 weeks: We try and handle the majority of complaints within 8 weeks. This is the timescale set by our regulator, the Financial Conduct Authority.

                                                  Complaints upheld by firm: This means the percentage of complaints that were resolved in the customer's favour.