Financial Conduct Authority – Information about current account services

Financial Conduct Authority – Information about current account services

The FCA has published rules to require providers of personal current accounts (PCAs) and business current accounts (BCAs) to make the information about current account services available to customers in a common format.

The information provided below about current account services is calculated using calendar days including weekdays, weekends, Bank and Public Holidays.

• Information required to open a business current account

  To open this account (or any of our accounts) a new customer will need to provide us with the documents and information set out here. We may request additional information or documents in individual cases.

  You can open an account
  Without visiting a branch	Yes
  Where a visit to a branch is required, without an appointment	In some cases
  By sending us documents and information electronically	In some cases
  By post	Yes

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• How and when you can contact us to ask about the following things

  	24 hour help	Telephone banking	Internet banking	Mobile banking
  Contact details		03457 365555	03457 365555	03457 365555
  Checking the balance and accessing a transaction history	No	Mon-Fri 09:00-17:00 Sat 9:00-14:00 Sun - Closed*	Not possible	Not possible
  Sending money in the UK, including setting up a standing order	No	Mon-Fri 09:00-17:00 Sat 9:00-14:00 Sun - Closed*	Not possible	Not possible
  Sending money outside the UK	No	Mon-Fri 09:00-17:00 Sat 9:00-14:00 Sun - Closed*	Not possible	Not possible
  Paying in a cheque	No	Mon-Fri 09:00-17:00 Sat 9:00-14:00 Sun - Closed*	Not possible	Not possible
  Cancelling a cheque	No	Mon-Fri 09:00-17:00 Sat 9:00-14:00 Sun - Closed*	Not possible	Not possible
  Cash withdrawal in a foreign currency outside the UK	No	Mon-Fri 09:00-17:00 Sat 9:00-14:00 Sun - Closed*	Not possible	Not possible
  A lack of funds, including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds	No	Mon-Fri 09:00-17:00 Sat 9:00-14:00 Sun - Closed*	Not possible	Not possible
  A direct debit, or allowing someone to collect one or more payments from your account using your debit card number	No	Mon-Fri 09:00-17:00 Sat 9:00-14:00 Sun - Closed*	Not possible	Not possible
  Third party access to an account, for example under power of attorney	No	Mon-Fri 09:00-17:00 Sat 9:00-14:00 Sun - Closed*	Not possible	Not possible
  Problems using internet banking or mobile banking	No	Mon-Fri 09:00-17:00 Sat 9:00-14:00 Sun - Closed*	Not possible	Not possible
  Reporting a suspected fraudulent incident or transaction	Yes	0800 1217790 UK +44345 1610020 From Abroad	Not Possible	Not Possible
  Progress following an account suspension or card cancellation, e.g. following a fraud incident	No	Mon-Fri 09:00-17:00 Sat 9:00-14:00 Sun - Closed*	Not possible	Not possible
  Account opening: including eligibility for an arranged overdraft, what’s required to open an account and an indication of what arranged overdraft may be available	No	Mon-Fri 09:00-17:00 Sat 9:00-14:00 Sun - Closed*	Not possible	Not possible

  *Bank/Public Holidays 09:00-14:00, Christmas Eve 09:00-14.00 (subject to normal business days)
  

  Note: this is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, (or of queries you can raise in one of our branches)

  Alternatively, you can ask a question via the Service Desk on 365 online, or refer to our Frequently Asked Questions.

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• How and when you can use your bank account to do the following things

  	Telephone Banking	Internet Banking	Mobile Banking
  Checking the balance	24 hours	24 hours	24 hours
  Accessing a transaction history	24 hours	24 hours	24 hours
  Sending money within the UK	24 hours	24 hours	24 hours
  Setting up a standing order	Not possible	24 hours 365 Digital Only	24 hours
  Sending money outside the UK	24 hours	24 hours	24 hours
  Paying in a cheque	Not possible	Not possible	Not possible
  Cancelling a cheque	Mon-Fri 09:00-17:00 Sat 9:00-14:00 Sun - Closed*	24 Hours Business On Line Only	Not possible

  * Bank/Public Holidays 09:00-14:00, Christmas Eve 09:00-14.00 (subject to normal business days)

  Note: this is a list of common actions. It does not represent the full list of actions you can take in relation to your account, (or actions you can take in one of our branches)

  Alternatively you can leave a question in the Service Desk section on 365 online, or refer to our Frequently Asked Questions.

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• Information about operational and security incidents

  We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.

  	In the 3 months between 1 October 2024 and 31 December 2024	in the 12 months between 1 January 2024 and 31 December 2024
  Total number of incidents reported	0	1
  Incidents affecting telephone banking	0	0
  Incidents affecting mobile banking	0	1
  Incidents affecting internet banking	0	0

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• Complaints data

  Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances we are also required to publish a summary of our complaints data. The most recent summary is available here.

  The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at www.ombudsman-complaints-data.org.uk/

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• Opening a current account with us

  Click here to find out how you can open an account and what information and documents you need to give us to open an account.

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• How quickly do we open business current accounts?

  We give customers an account number and enable them to start paying into the account:

  • The same day, for 2% of customers;
  • On average, in 9 days; and
  • Within 26 days for 99% of customers.

  These figures are based on the time taken from our receiving all the information and documents we ask for here in a case where we don’t need any further information or documents to open the account.

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• How quickly do we give customers a debit card?

  Once an account is open, we give customers a debit card:

  • The same day, for 0% of customers;
  • On average, in 10 days; and
  • Within 14 days for 99% of customers.

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• How quickly do customers get internet banking?*

  Once an account is open, customers have internet banking:

  • The same day, for 0% of customers;
  • On average, in 11 days; and
  • Within 36 days for 99% of customers.

  *applies to 365 digital and phone banking

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• How quickly is an overdraft available?

  Once an account is open, the overdraft is available*:

  • The same day, for N/A of customers;
  • On average, in N/A days; and
  • Within N/A days for 99% of customers.

  *No overdrafts reported in this period.

  These figures reflect the time taken from when the overdraft is requested as part of the current account application to when funds are available to withdraw including time taken by customers to sign and return overdraft offer documentation.

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Replacing a debit card

• How quickly do we replace debit cards which have been lost, stolen or stopped?

  We replace debit cards:

  • The same day, for 0% of customers;
  • On average, in 5 days; and
  • Within 38 days for 99% of customers.

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The requirement to publish the Competition and Markets Authority (CMA) independent service quality survey results for business current accounts can be found here.