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.
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
Customer Outcomes Manager,
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.