Here are our FAQs
- Clubcard Customer Charter
Clubcard is all about helping you get the most out of our products and services and is our way of saying thank you for shopping at Tesco.
We know you expect us to take great care with your personal details and that's why we created the Clubcard Customer Charter to tell you how we protect your privacy.
- We would like to reassure you that your personal details are safe with us and will never be released to companies outside the Tesco Group for their marketing purposes.
- Your personal details will be used to send you your Clubcard statement and any vouchers you've earned together with relevant coupons and information which we hope you'll find useful.
- We may also use your personal details to provide you with a better service and to make shopping at Tesco easier.
- We may send you relevant offers and information for products and services provided by Tesco and our partners. We'll take great care to make sure we don't contact you too often and that the offers and information will be of interest to you.
- Of course, if you've told us that you don't want to receive these offers and information, then we will respect your wishes. However, this means you could be missing out on some of the major benefits of Clubcard, such as money-off coupons and exclusive offers.
We hope our Clubcard Customer Charter is helpful and clear, but if you have any questions or would like to update your personal details or marketing preferences please phone the Clubcard Helpline on 0800 591 688* or 0330 123 1688** Option 2, Monday to Friday: 8am to 8pm and Saturday: 9am to 6pm.
* Free from BT landlines. Other providers vary. Calls may be recorded. ** Charged at local rate from mobiles and private telephones.
We collect information about you when you:
- register with Clubcard or optional elements of the scheme e.g. Christmas Savers, Clubcard Boost
- use your Clubcard, in whatever form, when you buy products or services e.g. in-store, online, by phone or through one of our partners, or take part in promotions, competitions, customer surveys and questionnaires
- contact Clubcard in writing or call customer services
We may supplement the information we collect about you with information we receive from other sources e.g. public registers such as the electoral roll. This allows us to assess the accuracy of the information we hold about you in order to send you relevant offers and information.
Collecting your personal information helps Tesco to better understand what you need from us. We use your information to:
- manage and improve the scheme
- administer your account and send you your statement and mailings
- understand your shopping behaviour in order to develop and improve our products and services
- manage promotions, competitions, customer surveys and questionnaires
- check and verify your identity, and prevent or detect crime
Your personal information is safe with us and will never be released to companies outside the Tesco Group for their marketing purposes.
We may use and share anonymised information outside the Tesco Group. However, we would like to reassure you that this never includes your personal information.
We may share your personal information across the Tesco Group so they can provide you with relevant products and services. They may ask you for your Clubcard details and, if so, explain how your information will be used by them.
If you agree, we may contact you:
- with offers and information about Tesco products or services
- with offers and information about partners' products or services
- for customer research e.g. to help improve our services
Of course, the choice is entirely yours, but if you say you do not want to receive marketing information from us this will prevent you from receiving great offers or promotions that may be of interest to you.
In order to comply with new rules, we use a system of classifying the different types of cookies which we use on the Website, or which may be dropped by third parties through our websites. The classification was developed by the International Chamber of Commerce UK and explains more about which cookies we use, why we use them, and the functionality you will lose if you decide you don't want to have them on your device. Please be reassured that we are working on other privacy and cookie-related improvements to the Website.
What is a cookie?
Cookies are text files containing small amounts of information which are downloaded to your personal computer, mobile or other device when you visit a website. Cookies are then sent back to the originating website on each subsequent visit, or to another website that recognises that cookie. Cookies are useful because they allow a website to recognise a user's device.
Persistent cookies - these cookies remain on a user's device for the period of time specified in the cookie. They are activated each time that the user visits the website that created that particular cookie.
Session cookies - these cookies allow website operators to link the actions of a user during a browser session. A browser session starts when a user opens the browser window and finishes when they close the browser window. Session cookies are created temporarily. Once you close the browser, all session cookies are deleted.
Cookies do lots of different jobs, like letting you navigate between pages efficiently, remembering your preferences, and generally improve the user experience. They can also help to ensure that adverts you see online are more relevant to you and your interests.
Cookies used on the Website
A list of all the cookies used on the Website by category is set out below.
Strictly necessary cookies
These cookies enable services you have specifically asked for. For those types of cookies that are strictly necessary, no consent is required.
These cookies are essential in order to enable you to move around the Website and use its features, such as accessing secure areas of the Website. Without these cookies services you have asked for, like shopping baskets or e-billing, cannot be provided.
These cookies collect anonymous information on the pages visited. By using the Website, you agree that we can place these types of cookies on your device.
These cookies collect information about how visitors use the Website, for instance which pages visitors go to most often, and if they get error messages from web pages. These cookies don't collect information that identifies a visitor. All information these cookies collect is aggregated and therefore anonymous. It is only used to improve how the Website works.
These cookies remember choices you make to improve your experience. By using the Website, you agree that we can place these types of cookies on your device.
These cookies allow the Website to remember choices you make (such as your user name, language or the region you are in) and provide enhanced, more personal features. These cookies can also be used to remember changes you have made to text size, fonts and other parts of web pages that you can customise. They may also be used to provide services you have asked for such as watching a video or commenting on a blog. The information these cookies collect may be anonymised and they cannot track your browsing activity on other websites.
Targeting or advertising cookies
These cookies collect information about your browsing habits in order to make advertising relevant to you and your interests.
These cookies are used to deliver adverts more relevant to you and your interests. They are also used to limit the number of times you see an advertisement as well as help measure the effectiveness of the advertising campaign. They are usually placed by advertising networks with our permission. They remember that you have visited a website and this information is shared with other organisations such as advertisers. Quite often targeting or advertising cookies will be linked to site functionality provided by the other organisation.
Behavioural advertising and online privacy
A guide to behavioural advertising and online privacy has been produced by the internet advertising industry which can be found at www.youronlinechoices.eu. The guide contains an explanation of the IAB's self-regulatory scheme to allow you greater control of the advertising you see.
Using browser settings to manage cookies
The Help menu on the menu bar of most browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie and how to disable cookies altogether. You can also disable or delete similar data used by browser add-ons, such as Flash cookies, by changing the add-on's settings or visiting the website of its manufacturer.
We will never disclose your information to anyone outside the Tesco Group except where we have your consent; where we are required or permitted to do so by law; to other companies who provide a service to us; or any successors in title to our business.
To obtain a copy of the information we hold about you, please write to: Data Protection Officer, Corporate & Legal Affairs, New Tesco House, Delamare Road, Cheshunt, Hertfordshire EN8 9SL enclosing a cheque or postal order for £10 payable to "Tesco Stores Limited". Please confirm your Clubcard number and any details to help us identify and locate your information. If any of the details are incorrect, let us know and we will amend them.
If you have any queries, please contact our Clubcard Helpline on 0800 591 688* or 0330 123 1688** Option 2, Monday to Friday: 8am to 8pm and Saturday: 9am to 6pm.
- * Free from BT landlines. Other providers vary. Calls may be recorded.
- ** Charged at local rate from mobiles and private telephones.