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
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How and when you can contact us to ask about the following things: |
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24 hour help |
Telephone |
Internet banking |
Mobile banking |
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Contact details |
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03458353858 |
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Checking the balance and transactions |
No |
Mon to Fri: 7am - 8pm |
Not possible* |
Not possible* |
|
Sending money within the UK, including setting up a standing order |
No |
Mon to Fri: 7am - 8pm |
Not possible* |
Not possible* |
|
Sending money outside the UK |
No |
Mon to Fri: 7am - 8pm |
Not possible* |
Not possible* |
|
Paying in a cheque |
No |
Mon to Fri: 7am - 8pm |
Not possible* |
Not possible* |
|
Cancelling a cheque |
No |
Mon to Fri: 7am - 8pm |
Not possible* |
Not possible* |
|
Cash withdrawal in a foreign currency outside the UK |
No |
Mon to Fri: 7am - 8pm |
Not possible* |
Not possible* |
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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 |
Not possible* |
Not possible* |
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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 |
Not possible* |
Not possible* |
|
Third party access to an account, for example under a power of attorney |
No |
Mon to Fri: 7am - 8pm |
Not possible* |
Not possible* |
|
Problems using internet banking or mobile banking |
No |
Mon to Fri: 7am - 8pm |
Not possible* |
Not possible* |
|
Reporting a suspected fraudulent incident or transaction |
No |
0800 096 8669 |
Not possible* |
Not possible* |
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Progress following an account suspension or card cancellation, e.g. following a fraud incident |
No |
Mon to Fri: 7am - 8pm |
Not possible* |
Not possible* |
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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 |
Not possible* |
Not possible* |
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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. |
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Availability of certain services
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How and when you can use your bank account to do the following things: |
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|---|---|---|---|
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Telephone banking |
Internet banking |
Mobile banking |
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Checking the balance |
24 hours |
24 hours |
24 hours |
|
Accessing a transaction history |
24 hours |
24 hours |
24 hours |
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Sending money within the UK |
Mon – Fri: 7am – 8pm Sat: 9am – 2pm Bank Holidays: Unavailable |
24 hours |
Not possible |
|
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 |
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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. |
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Information about operational and security incidents
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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. |
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|---|---|---|---|
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In the 3 months between 1 January – 31 March 2019 |
In the 12 months between 1 April 2018 – 31 March 2019 | ||
| Total number of incidents reported |
2 |
18 | |
| Incidents affecting telephone banking |
1 |
8 | |
| Incidents affecting mobile banking |
N/A |
N/A | |
| Incidents affecting internet banking |
2 |
11 | |
Complaints data
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Complaints data |
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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. |
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The Financial Ombudsman Service publishes its complaints data every six months, which you can view on their site. |
Account opening information
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How quickly do we open business current accounts? |
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We give customers an account number and enable them to start paying into the account:
the same day, for 25% of customers; on average, in 3 days; and within 15 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.
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How quickly do we give customers a debit card? |
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Once an account is open, we give customers a debit card: |
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How quickly do customers get internet banking? |
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Once an account is open, customers have internet banking: Only 6 accounts took longer than 8 days to receive their Internet Banking details, 90% of accounts received it on the same day the account was opened. |
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How quickly is an overdraft available? |
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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 new overdraft facilities were opened for new to bank customers during the reporting period (Q1 2019)
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How quickly do we replace debit cards which have been lost, stolen or stopped? |
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We replace debit cards: |
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Opening a current account with us |
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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. |
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Opening a current account with us |
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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. |
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You can open an account:
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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.
