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Tesco Personal Finance Limited
Legal entity: Tesco Personal Finance Limited
FCA register status: Authorised — the FCA’s own status for this firm reference, not our finding. See the FCA’s own record on the Financial Services Register.
Companies House SC173199
1,369banking decisions
32.9%uphold rate
918not upheld
Beyond banking
The figures above cover this firm’s banking, credit and mortgage decisions only. The Ombudsman also decided complaints about it in other sectors, which behave differently and are kept separate rather than averaged in.
| Sector | Decisions | Uphold rate |
|---|---|---|
| Banking, credit and mortgages — shown above | 1,369 | 32.9% |
| Payment protection insurance | 525 | 46.3% |
| Insurance (excluding PPI) | 175 | 35.4% |
| Investments and pensions | 1 | — |
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Card dispute or chargeback | 348 | 145 | 41.7% |
| Credit file reporting | 203 | 74 | 36.5% |
| Complaint handling | 200 | 95 | 47.5% |
| Irresponsible lending | 190 | 68 | 35.8% |
| Charges and fees | 149 | 29 | 19.5% |
| Unauthorised transaction | 80 | 25 | 31.3% |
| Product mis-sold | 76 | 31 | 40.8% |
| Service failure | 74 | 44 | 59.5% |
| Interest and rates | 74 | 10 | 13.5% |
| Treatment in financial difficulty | 68 | 15 | 22.1% |
| APP scam refund refused | 58 | 22 | 37.9% |
| Account closed or refused | 56 | 11 | 19.6% |
| Support for vulnerable customers | 47 | 16 | 34.0% |
| Payment delayed or failed | 33 | 11 | 33.3% |
| Funds blocked or frozen | 32 | 7 | 21.9% |
| Identity checks and access | 17 | 8 | 47.1% |
| Mortgage administration | 16 | 5 | 31.3% |
| Data and privacy | 16 | 1 | 6.3% |
The official record
What the firm itself reports to the regulator, scoped to banking and credit complaints only. This is a different measure from the decisions above — it covers all complaints a firm received, not only those that reached an ombudsman. Firms report on periods set by the regulator, which are not always the calendar half-year the file was published under (shown below where they differ). No period-over-period change is calculated here — these are the reported figures only. See the scorecard for all three measures side by side.
| Source | Period | Upheld | Opened | Closed | New cases |
|---|---|---|---|---|---|
| FCA | 2024-H2 2024-03-01 to 2024-08-31 | 43.5% | 15,374 | 15,309 | — |
| FCA | 2024-H1 2023-09-01 to 2024-02-29 | 40.7% | 14,290 | 14,388 | — |
| FCA | 2023-H2 2023-03-01 to 2023-08-31 | 42.7% | 16,496 | 16,452 | — |
| FCA | 2023-H1 2022-09-01 to 2023-02-28 | 46.1% | 14,795 | 14,778 | — |
| FCA | 2022-H2 2022-03-01 to 2022-08-31 | 49.7% | 15,203 | 15,617 | — |
| FCA | 2022-H1 2021-09-01 to 2022-02-28 | 48.9% | 14,150 | 13,708 | — |
| FCA | 2021-H2 2021-03-01 to 2021-08-31 | 48.4% | 14,298 | 14,321 | — |
| FCA | 2021-H1 01-09-2020 to 28-02-2021 | 50.0% | 15,610 | 15,995 | — |
| FOS | 2025-H2 | — | — | — | 20 |
| FOS | 2025-H1 | 14.0% | — | — | 37 |
| FOS | 2024-H2 | 23.0% | — | — | 311 |
| FOS | 2024-H1 | 24.5% | — | — | 437 |
| FOS | 2023-H2 | 18.9% | — | — | 438 |
| FOS | 2023-H1 | 21.4% | — | — | 477 |
| FOS | 2022-H2 | 19.2% | — | — | 380 |
| FOS | 2022-H1 | 20.5% | — | — | 405 |
What the regulator did
FCA final notices naming this firm. This is a separate record from the Ombudsman decisions above: the Ombudsman resolves individual complaints, the FCA penalises the firm for rule breaches.
| Date | Penalty | Breach |
|---|---|---|
| 1 Oct 2018 | £16,400,000 | This Final Notice refers to Tesco Bank’s breach of FCA Principle 2 for failing to exercise due skill, care and diligence in protecting its personal current account holders against a cyber attack. We imposed a financial penalty of £16.4 million. |
Decisions are attributed to a firm only where the decision text names it unambiguously. Where a name could refer to more than one firm, the decision is left unattributed rather than guessed, so these counts are a floor, not a total. Method.