Getting Your Money Back from Tesco Bank
If you've encountered an incorrect charge, an unauthorised transaction, or a service issue with Tesco Bank, you have rights. Don't let your money disappear into thin air. This guide will help you navigate the process of getting your refund.
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Build my claim →Your rights
Your primary right to a refund from Tesco Bank stems from their obligation to provide financial services with reasonable care and skill, and to rectify errors. For unauthorised transactions, the Payment Services Regulations 2017 (PSR 2017) protect you, generally requiring the bank to refund you unless they can prove gross negligence or fraud on your part. If you're not satisfied with Tesco Bank's response, the Financial Ombudsman Service (FOS) provides an independent, free dispute resolution service.
Step by step
- 1Gather all relevant evidence, including statements, transaction details, correspondence, and any supporting documents related to the charge or issue.
- 2Contact Tesco Bank's customer service or complaints department directly. Clearly explain the issue, state why you believe you are owed a refund, and provide all your evidence.
- 3If you're unhappy with their initial response, formally escalate your complaint through Tesco Bank's internal complaints procedure. Request a final response or a 'deadlock letter' if they can't resolve it within eight weeks.
- 4If Tesco Bank fails to resolve your complaint to your satisfaction, refer your case to the Financial Ombudsman Service (FOS). They will independently review your complaint and make a binding decision.
What they'll say, and your comeback
“You authorised this payment, so we can't refund it.”
Comeback, I dispute that I authorised this payment, or that the authorisation was valid. Under the Payment Services Regulations 2017, the burden is on the bank to prove I consented to this specific transaction.
“This is a dispute with the merchant, not with us.”
Comeback, As my bank, you are responsible for investigating transactions on my account and ensuring proper conduct. I expect you to assist in resolving this issue, especially if it involves an unauthorised or incorrectly processed payment.
“We've investigated and found no error on our part.”
Comeback, I disagree with your findings. Please provide a detailed explanation of your investigation and all evidence supporting your conclusion. If we cannot resolve this, I will escalate to the Financial Ombudsman Service.
FAQ
How long does Tesco Bank have to resolve my complaint?
Tesco Bank must send you a final response within eight weeks of receiving your complaint. If they cannot, they must send you a letter explaining the delay and your right to refer the complaint to the Financial Ombudsman Service.
What is the Financial Ombudsman Service (FOS)?
The FOS is a free, independent service that settles disputes between consumers and financial services providers. If you've complained to Tesco Bank and aren't satisfied with their response, the FOS can review your case and make a decision.
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A self-serve tool, not a law firm. General information, not legal advice.