civica.com/casemanagement casemanagement@civica.co.uk Learn more: Contact email: Tesco Bank puts customers at the forefront of its complaint-handling strategy Case Management speeds customer response and improves services Tesco Bank, provides banking, insurance and money services solutions to more than 5 million customers, serving them from its three main centres in Edinburgh, Glasgow and Newcastle The bank's record on complaint- handling is impressive, with the ‘Average Days to Resolve’ metric hitting a record low of 5.6 days in May 2022 - a 21% improvement on the preceding year. Tesco Bank's improvement program incorporated a range of success criteria: • Customer choice Communication via the customers preferred channel - phone, mobile app, website, social media or post • F

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