Information about Business Current Account Services

The Financial Conduct Authority requires us to publish the following information about our Business Current Accounts.

Availability of help and support in relation to certain services

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

 

24 hour help

Telephone

Internet banking

Mobile banking

Contact details

 

03458353858

 

 

Checking the balance and transactions

No

Mon to Fri: 7am - 8pm
Sat: 9am - 2pm
Bank Holidays: Unavailable

Not possible*

Not possible*

Sending money within the UK, including setting up a standing order

No

Mon to Fri: 7am - 8pm
Sat: 9am - 2pm
Bank Holidays: Unavailable

Not possible*

Not possible*

Sending money outside the UK

No

Mon to Fri: 7am - 8pm
Sat: 9am - 2pm
Bank Holidays: Unavailable

Not possible*

Not possible*

Paying in a cheque

No

Mon to Fri: 7am - 8pm
Sat: 9am - 2pm
Bank Holidays: Unavailable

Not possible*

Not possible*

Cancelling a cheque

No

Mon to Fri: 7am - 8pm
Sat: 9am - 2pm
Bank Holidays: Unavailable

Not possible*

Not possible*

Cash withdrawal in a foreign currency outside the UK

No

Mon to Fri: 7am - 8pm
Sat: 9am - 2pm
Bank Holidays: Unavailable

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 to Fri: 7am - 8pm
Sat: 9am - 2pm
Bank Holidays: Unavailable

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 to Fri: 7am - 8pm
Sat: 9am - 2pm
Bank Holidays: Unavailable

Not possible*

Not possible*

Third party access to an account, for example under a power of attorney

No

Mon to Fri: 7am - 8pm
Sat: 9am - 2pm
Bank Holidays: Unavailable

Not possible*

Not possible*

Problems using internet banking or mobile banking

No

Mon to Fri: 7am - 8pm
Sat: 9am - 2pm
Bank Holidays: Unavailable

Not possible*

Not possible*

Reporting a suspected fraudulent incident or transaction

No

0800 096 8669 
Mon- Fri 8am - 8pm  
Sat - Sun 9am - 5pm
Credit/Debit Card Fraud 0345 835 7922 Daily 8am - 9pm

Not possible*

Not possible*

Progress following an account suspension or card cancellation, e.g. following a fraud incident

No

Mon to Fri: 7am - 8pm
Sat: 9am - 2pm
Bank Holidays: Unavailable

Not possible*

Not possible*

Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available

No

Mon to Fri: 7am - 8pm
Sat: 9am - 2pm
Bank Holidays: Unavailable

Not possible*

Not possible*

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

Availability of certain services

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

Mon – Fri: 7am – 8pm Sat: 9am – 2pm Bank Holidays: Unavailable

24 hours

24 hours

Setting up a standing order

Mon – Fri: 7am – 8pm Sat: 9am – 2pm Bank Holidays: Unavailable

24 hours

Not possible

Sending money outside the UK

Mon – Fri: 7am – 8pm Sat: 9am – 2pm Bank Holidays: Unavailable

24 hours

Not possible

Paying in a cheque

Not possible

Not possible

Not possible

Cancelling a cheque

Mon – Fri: 7am – 8pm Sat: 9am – 2pm Bank Holidays: Unavailable

Not possible

Not possible

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

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 July 2019 - 30 September 2019

In the 12 months between 1 October 2018 – 30 September 2019

Total number of incidents reported

0

6
Incidents affecting telephone banking

0

2
Incidents affecting mobile banking

0

0
Incidents affecting internet banking

0

5

Complaints data

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.

View the most recent complaints data summary.

The Financial Ombudsman Service publishes its complaints data every six months, which you can view on their site.

Account opening information

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 29% of customers;
on average, in 3 days; and
within 41 days for 99% of customers.
 
These figures are based on the time taken from our receiving all the information and documents we ask for; in a case where we don’t need any further information or documents to open the account.
 

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 7 days; and
within 7 days for 99% of customers.

How quickly do customers get internet banking?

Once an account is open, customers have internet banking: 
the same day, for 89% of customers;
on average, in 1 days; and
within 39 days for 99% of customers.

How quickly is an overdraft available?

Once an account is open, the overdraft is available: 
the same day, for 0% of customers;
on average, in 8 days; and
within 33 days for 99% of customers.
 

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 7 days; and
within 7 days for 99% of customers.

Opening a current account with us

You can find out how you can open an account, and what information and documents you need to give us to open one in our Information you need to know document.

Opening a current account with us

To open any of our accounts, a new customer will need to provide us with the documents and information set out in our Identification we need from you document. In individual cases, we may request additional information or documents.

You can open an account:

  • without visiting a branch – in some cases
  • where a visit to a branch is required, without an appointment -yes
  • by sending us documents and information electronically – in some cases
  • by post - no

This statement is not required to be published by the Financial Conduct Authority (FCA): We have to give you all of the information in the first table, Availability of help and support in relation to certain services, because it is required by our regulator, the FCA. They ask specifically whether our customers can speak to one of our Partners on the phone. For the Operational & Security Incidents table, six of the seven incidents related to the IT migration in April 2018.

The CMA also requires us to publish service information in relation to our current accounts. This can be found on our personal current accounts and business current accounts service quality pages.

* Live chat for Internet and Mobile Banking isn’t available at this time but you can contact us on the Telephone Banking number above within the hours specified.
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Speak to a Relationship Manager on 0345 835 3858.

Telephone Banking
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