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 1. Home
 2. Case Study Library
 3. Tesco financial arm ‘Banks’ on case management

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TESCO BANK PUTS CUSTOMERS' COMPLAINTS AT THE FRONT OF THE QUEUE

5th September 2022


TESCO BANK PUTS CUSTOMERS AT THE FOREFRONT OF ITS COMPLAINT-HANDLING STRATEGY

Tesco Bank, provides banking, insurance and money services solutions to more
than 5 million customers.

Tesco Bank are committed to complying with the FCA ‘Consumer Duty’ requirements,
taking the continuous improvement approach to complaint-handling. This resulted
in May 2022 delivering a record ‘Average Days to Resolve’ result of only 5.6
days – a 21% Year-on-Year improvement.

Read the case study to discover how Civica Complaints Management was integral in
helping Tesco Bank achieve such industry-leading results, and identify
opportunities to improve customer propositions.

Download case study


KEY OUTCOMES:

21% YoY reduction in ‘Average Days to Resolve’ complaints

Reduce complaint handling to under 3 hours (currently 2.7)

15 fold improvement in FCA reporting

Tony Murphy,

Customer Outcomes Manager,

Tesco Bank

Beyond helping us provide a better complaint handling service, we use complaint
data to identify opportunities to improve customer propositions. The insights
are so rich and easy to use; we've never had data like this before.

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