Information about Personal Current Account Services

The Financial Conduct Authority requires us to publish the following information about our Personal 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		03459 758 758	tsb.co.uk	TSB Mobile Banking App
Checking the balance and transactions	No	8am - 8pm 7 days a week 365 days per year	Not possible*	8am - 5.30pm Monday - Friday**
Sending money within the UK, including setting up a standing order	No	8am - 8pm 7 days a week 365 days per year	Not possible*	8am - 5.30pm Monday - Friday**
Sending money outside the UK	No	8am - 8pm 7 days a week 365 days per year	Not possible*	8am - 5.30pm Monday - Friday**
Paying in a cheque	No	8am - 8pm 7 days a week 365 days per year	Not possible	8am - 5.30pm Monday - Friday**
Cancelling a cheque	No	8am - 8pm 7 days a week 365 days per year	Not possible	8am - 5.30pm Monday - Friday
Cash withdrawal in a foreign currency outside the UK	No	8am - 8pm 7 days a week 365 days per year	Not possible	8am - 5.30pm Monday - Friday
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds	No	8am - 8pm 7 days a week 365 days per year	Not possible	8am - 5.30pm Monday - Friday
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number	No	8am - 8pm 7 days a week 365 days per year	Not possible	8am - 5.30pm Monday - Friday
Third party access to an account, for example under a power of attorney	No	8am - 8pm 7 days a week 365 days per year	Not possible	8am - 5.30pm Monday - Friday
Problems using internet banking or mobile banking	No	8am - 8pm 7 days a week 365 days per year	Not possible	8am - 5.30pm Monday - Friday
Reporting a suspected fraudulent incident or transaction	Yes	24 hours 7 days a week 365 days per year	Not possible	8am - 9pm 7 days a week
Progress following an account suspension or card cancellation, e.g. following a fraud incident	Yes	24 hours 7 days a week 365 days per year	Not possible	8am - 9pm 7 days a week
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	8am - 8pm Monday to Friday 9am - 5pm Saturday 10am - 2pm Sunday	Not possible	8am - 5.30pm Monday - Friday
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.

*You can carry out this service by logging into Internet Banking

**You can carry out this service by logging into your Mobile Banking App

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	24 hours	24 hours	24 hours
Setting up a standing order	Not possible***	24 hours	24 hours
Sending money outside the UK	Not possible***	24 hours	24 hours
Paying in a cheque	Not possible***	Not possible	24 hours
Cancelling a cheque	Not possible***	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.

***Possible to call 8am – 8pm, 7 days a week, 365 days a week

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 2023 and 30 September 2023	In the 12 months between 1 October 2022 and 30 September 2023
Total number of incidents reported	3	7
Incidents affecting telephone banking	2	4
Incidents affecting mobile banking	2	4
Incidents affecting internet banking	2	4

Account opening information

How quickly do we open personal current accounts?
We give customers an account number and enable them to start paying into the account: the same day, for 81% of customers; on average, in 1 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 at Personal Account FAQs page, in a case where we don’t need any further information or documents to open the account.

How quickly do we open personal current accounts?

We give customers an account number and enable them to start paying into the account:
the same day, for 81% of customers;
on average, in 1 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 at Personal Account FAQs page, 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 82% of customers; on average, in 1 days; and within 5 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 4 days; and within 5 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
Go to our Personal Account FAQs page to find out how you can open an account, and what information and documents you need to give us to open an account.

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 on our identity FAQs page . We may request additional information or documents in individual cases.
You can open an account: without visiting a branch - no where a visit to a branch is required, without an appointment - no by sending us documents and information electronically – no by post - no

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 on our identity FAQs page . We may request additional information or documents in individual cases.

You can open an account:

without visiting a branch - no
where a visit to a branch is required, without an appointment - no
by sending us documents and information electronically – no
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.

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

Help for customers in vulnerable circumstances can be found on our Supporting Customers page.

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

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 Page.

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

What is the interest rate being charged on our products?

Product	Annual interest rate payable for arranged overdrafts on 30 September 2023	Annual interest rate payable for unarranged overdrafts on 30 September 2023	Refused payment fee on 30 September 2023
Spend & Save (previously Classic Account)	39.90%	39.90%	£0.00
Spend & Save Plus	39.90%	39.90%	£0.00
Classic Plus Account	39.90%	39.90%	£0.00
Classic Enhance Account	39.90%	39.90%	£0.00
Classic Essentials Account	N/A	N/A	£0.00
Student Account	39.90%	39.90%	£0.00
Graduate Account	39.90%	39.90%	£0.00
Select Account	39.90%	39.90%	£0.00
Select Plus Account	39.90%	39.90%	£0.00
Silver Account	39.90%	39.90%	£0.00
Silver Enhance Account	39.90%	39.90%	£0.00
Gold Account	39.90%	39.90%	£0.00
Gold Plus Account	39.90%	39.90%	£0.00
Gold Enhance Account	39.90%	39.90%	£0.00
Platinum Account	39.90%	39.90%	£0.00
Platinum Plus Account	39.90%	39.90%	£0.00
Platinum Enhance Account	39.90%	39.90%	£0.00
Premier Account	39.90%	39.90%	£0.00
Premier Plus Account	39.90%	39.90%	£0.00
Premier Enhance Account	39.90%	39.90%	£0.00

How do our overdrafts compare?

A good way to compare the cost of our overdraft with other overdrafts or other ways of borrowing is to look at the APR. The APR shows the cost of borrowing over a year.

Information about overdraft pricing in the 3 months between 1 July 2023 and 30 September 2023

Product	Advertised APRs during the quarter
Spend & Save	39.90%
Spend & Save Plus	40.1%*
Student Account	0.0%
Graduate Account	0.0%

* The APR for Spend & Save Plus includes the effect of the interest free amount and the monthly maintaining the account fee.

Student Account has an Interest Free Amount of £1,500.

Graduate Account has an Interest Free Amount of £2,000.