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

 

 

Checking the balance and transactions

No

7am - 11pm
7 days a week
365 days per year

Not possible

Not possible

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

No

7am - 11pm
7 days a week
365 days per year

Not possible

Not possible

Sending money outside the UK

No

7am - 11pm
7 days a week
365 days per year

Not possible

Not possible

Paying in a cheque

No

7am - 11pm
7 days a week
365 days per year

Not possible

Not possible

Cancelling a cheque

No

7am - 11pm
7 days a week
365 days per year

Not possible

Not possible

Cash withdrawal in a foreign currency outside the UK

No

7am - 11pm
7 days a week
365 days per year

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

7am - 11pm
7 days a week
365 days per year

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

7am - 11pm
7 days a week
365 days per year

Not possible

Not possible

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

No

7am - 11pm
7 days a week
365 days per year

Not possible

Not possible

Problems using internet banking or mobile banking

No

Mon to Fri 7am – 10pm
Sat 8am – 10pm
Sun 8am – 6pm
365 days per year

Not possible

Not possible

Reporting a suspected fraudulent incident or transaction

No

7am - 11pm
7 days a week
365 days per year

Not possible

Not possible

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

No

7am - 11pm
7 days a week
365 days per year

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

Not possible

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

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

Not possible

Paying in a cheque

Not possible

Not possible

Not possible

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.

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 April 2018 and 30 June 2018

Total number of incidents reported

7

Incidents affecting telephone banking

1

Incidents affecting mobile banking

1

Incidents affecting internet banking

1

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

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

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.

Call

Call

Bank over the phone 24/7 using our automated service - call 03459 758 758.

Telephone Banking
Visit

Visit

Find your nearest branch or cash machine using our Branch Locator tool.

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