Case Study: Tesco Bank achieves 21% faster complaint resolution and 15x improved FCA reporting with Civica Complaints Management

Tesco Bank puts customers at the forefront of its complaint-handling strategy

Tesco Bank, which serves more than 5 million customers from centres in Edinburgh, Glasgow and Newcastle, set out to improve its complaint-handling by giving customers choice of channels, speeding responses, reducing risk and simplifying FCA compliance. To support this programme (launched in 2018) Tesco Bank selected Civica Complaints Management, powered by iCasework, as its integrated single solution.

Civica implemented guided workflows, automation of regulatory communications, automatic case file storage and real‑time visibility, improving data quality and reducing manual steps. As a result, Tesco Bank saw a 21% year‑on‑year reduction in Average Days to Resolve to a record low of 5.6 days (down from 7.1), complaint handling reduced to under 3 hours (currently 2.7), and a c.15x improvement in FCA reporting effort (from six people up to five weeks to two people in just over a week). Civica’s solution also delivered a full audit trail, fewer errors and better insight for business decision‑making.

Tesco Bank

Tony Murphy

Customer Outcomes Manager