General information FAQs
Get detailed answers to your questions about our products and more.
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Personal details
You can update your contact, address and additional details for your Credit Card, Clubcard Pay+, Savings or Loan account via Online Banking. Once logged in:
- On the My Overview page, click 'Settings' and select 'Personal details' from the drop-down list.
- On the Personal details page, you have the option to edit your address, contact and additional details. Please click on the 'Edit' button next to the pencil icon to update your details.
- To update your contact details, please update the required fields and once completed, please click on 'Update contact details'. A confirmation message will appear at the top of the screen once your details have been updated.
- To update your address details, please enter the house number or name and the postcode (this can only be a UK address), then click on 'Find address'. Select your address from the drop-down list and then click on 'Continue'.
- If the address details are not correct, click 'Enter address manually' and you will be asked to enter your full address (this can only be a UK address). Once entered, click on 'Continue'.
- Check the additional details we hold about you and if correct, click on 'Confirm details'. A confirmation message will appear at the top of the screen once your details have been updated.
- To update your additional details, please enter your most up-to-date information in the required fields and then click on 'Confirm details'. A confirmation message will appear at the top of the screen once your details have been successfully updated.
Please note, when we update your details, we will also send you a text to let you know it has been updated successfully. Should you receive a text like this when you have not updated your details, contact us.
It's important that you keep us informed if you change your address. It is a legal requirement that we send your annual statement to your last known address, so by keeping us informed when you move home you can help ensure that this sensitive information reaches you as intended.
You can also update personal details through our Mobile App. For step-by-step instructions, please see our FAQ, How do I update my address, email, and phone number in the Mobile Banking App?
If you need to change your name with us, you need to send us your request in writing. Your letter should include:
- Your account or card number (if you have more than one product with us, please ensure all are listed within your letter).
- Confirmation that you want to change your name.
- Provide your new and old signature.
Depending on the reason you are changing your name, we need one of the following bits of documentation:
- Your marriage certificate – we need to see the actual document issued by the registrar on the day of marriage or a certified copy that’s been issued by the registrar.
- Deed poll certificate – the original document or a certified copy.
- Decree Absolute – the original document (please note - if you're changing back to your maiden name, the decree absolute does not usually confirm what the maiden name is. In these cases, you'll also be asked to provide evidence of your maiden name, such as by sending either your birth certificate or a certified copy of your new passport or driving licence).
Once we receive your letter, we'll scan your certificate and send it back. We'll also send it back via the same method you sent it, so if you send it via recorded delivery, we’ll also return it that way. This can take up to 10 working days to be processed and returned to you.
The address you need to send your letter to will vary dependent on the product you have with us:
- Credit Card – Tesco Bank, PO Box 343, Newcastle Upon Tyne, NE12 2GE
- Loan – Tesco Bank, PO Box 27014, Glasgow, G2 9FE
- Savings – Tesco Bank, PO Box 27017, Glasgow, G2 9FH
- Clubcard Pay+ – Tesco Bank, PO Box 27010, Glasgow, G2 2DR
To update your details for your Clubcard Pay+, Credit Card, Savings or Loan account, simply log in to our Mobile Banking App, go to the settings menu and then select ‘Personal details’. You can tap ‘Edit’ on any details you’d like to change.
Is your mobile number correct?
You might not be able to buy things online using your card if we do not have the right mobile number for you. This is because we’ll send you a text with a code you can use to verify your identity and keep your account secure.
What happens next?
We’ll send you a text to let you know everything has been updated successfully. If you get a text about this and you have not made any updates, please get in touch as soon as possible.
Update your personal details through Online Banking
You can also update your personal details through Online Banking. For step-by-step instructions, please see our FAQ, How do I update my contact, address and additional details using Online Banking?
Marketing preferences
You can amend your marketing preferences across all your products through Online Banking and change your personalised offer settings using our Mobile Banking App. Once logged in, follow these steps:
Online Banking:
- On the My Overview page, click ‘Settings’ and then select ‘Marketing Communications’ from the drop-down menu
- You can amend your current preferences by clicking on the ‘Change’ button
- Tick the box next to your preferred methods of communication and then click ‘Save changes’
- A confirmation message will appear at the bottom of the screen to confirm your preferences have been updated
Mobile Banking App:
- On the homepage, click ‘Settings’ on the top right menu and select ‘Personalised Offers’
- You can amend your current preferences by clicking on the ‘Personalise my offers’ toggle
To opt out of SMS marketing messages, simply send “STOPMKT” (make sure you do not include any spaces) to 83789.
You can do this at any time. You will not receive any confirmation messages, but you'll be automatically unsubscribed from all future marketing SMS communications.
You can change your marketing choices for email, SMS, post and phone marketing when you register with us and at any time after that.
To opt out just let us know in one of these ways:
- On emails: by clicking ‘opt out’ or ‘unsubscribe’ (usually at the bottom of the email)
- Online: by logging in to your Tesco Bank accounts and going to ‘Account Overview', then 'Your marketing preferences'
- By phone: visit our contact us page.
- Via our unsubscribe site: Enter your email address here and click unsubscribe if you no longer wish to receive marketing from Tesco Bank.
Please note it might take up to ten working days for your preferences to be updated. When necessary Tesco Bank will send you non-marketing communications from time to time about important updates to your account or services.
Direct Debit Guarantee
The Direct Debit Guarantee applies to all Direct Debits. It protects you in the rare event that there's an error in the payment of your Direct Debit, for instance, if a payment is taken on the incorrect date, or the wrong amount is collected. It cannot be used to address contractual disputes between you and the billing organisation.
The full text of the Direct Debit Guarantee is available below.
This guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.
- If there are any changes to the amount, date or frequency of your Direct Debit, Tesco Bank will notify you 10 working days in advance of your account being debited or as otherwise agreed.
- If you request Tesco Bank to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
- If an error is made in the payment of your Direct Debit, by Tesco Bank or your bank or building society, you're entitled to a full and immediate refund of the amount paid from your bank or building society.
- If you receive a refund, you're not entitled to, you must pay it back when Tesco Bank asks you to.
- You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.
Open Banking
To find out more about how Open Banking works and how to use it, visit our Open Banking page.
Confirmation of Payee
Confirmation of Payee is an account name-checking service designed to help reduce fraud through misdirected payments. It provides greater assurance to you and us that payments are being sent, and collected from, the intended account holder. In other words, it helps make sure that payments or transfers go to the right place.
At Tesco Bank, we use this service, in conjunction with the advice from UK Finance, to help protect you.
When you’re moving money out of your account, this process now helps you to take five to stop fraud.
STOP
Take a moment to stop and think before parting with your money or information. It could keep you safe.
CHALLENGE
Ask yourself, could it be fake? It’s ok to reject, refuse or ignore any requests. Only criminals will try to rush or panic you.
PROTECT
Contact your bank immediately if you think you’ve been scammed and report it to Action Fraud or call 0330 123 2040.
When you're setting up a payment, we match the details that you enter (account name, sort code, account number and account type) with the details on the account you want to send money to. We'll let you know whether or not the details match before you make the payment so that you can make an informed decision.
When someone is sending you money, the same process happens for them too. Their bank will check the account details to make sure they match those on your Tesco Bank account.
It's possible, but rare, that people ask their bank to keep their data anonymous. When that happens, we might not be able to confirm that the details match, and we’ll tell you that before you attempt to make the payment.
To send money to someone, you will need the following details:
- Full name (if it's a joint account, one name is fine)
- The sort code and account number
- Secondary Reference Data (SRD), if appropriate
- Confirmation of whether it's a Personal or Business account
We'll confirm each payee the first time you make a payment to someone new.
Not all banks are using Confirmation of Payee, but you'll be given an on-screen response which advises 'We can't check these details' if that happens and you can decide whether to proceed with the payment.
Secondary Reference Data (SRD) is where there's more than the sort code and account number needed to identify the account, such as your credit card number, or a roll number if you're making a payment to a building society.
Confirmation of Payee works by checking against the name held on the account at the receiving bank.
For example, if you're making a payment to Mr James and Mrs Jane Smith and only input 'James and Jane', it will not recognise it.
If you input 'J Smith', it may respond with a 'Close Match' response.
If your account name is still your official name, you just need to advise payers of this before they make a payment to you. If your official name has changed, please contact us to update your account to ensure that everything matches.
Payment timescales will remain unchanged, regardless of whether Confirmation of Payee is used.