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
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How and when you can contact us to ask about the following things: |
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|---|---|---|---|---|
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24 hour help |
Telephone |
Internet banking |
Mobile banking |
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Contact details |
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03459 758 758 |
|
|
|
Checking the balance and transactions |
No |
7am - 11pm |
Not possible |
Not possible |
|
Sending money within the UK, including setting up a standing order |
No |
7am - 11pm |
Not possible |
Not possible |
|
Sending money outside the UK |
No |
7am - 11pm |
Not possible |
Not possible |
|
Paying in a cheque |
No |
7am - 11pm |
Not possible |
Not possible |
|
Cancelling a cheque |
No |
7am - 11pm |
Not possible |
Not possible |
|
Cash withdrawal in a foreign currency outside the UK |
No |
7am - 11pm |
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 |
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 |
Not possible |
Not possible |
|
Third party access to an account, for example under a power of attorney |
No |
7am - 11pm |
Not possible |
Not possible |
|
Problems using internet banking or mobile banking |
No |
Mon to Fri 7am – 10pm |
Not possible |
Not possible |
|
Reporting a suspected fraudulent incident or transaction |
No |
7am - 11pm |
Not possible |
Not possible |
|
Progress following an account suspension or card cancellation, e.g. following a fraud incident |
No |
7am - 11pm |
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. |
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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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How and when you can use your bank account to do the following things: |
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|
|
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. |
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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 October – 31 December 2018 |
In the 9 months between 1 April – 31 December 2018 | ||
| Total number of incidents reported |
3 |
16 | |
| Incidents affecting telephone banking |
1 |
7 | |
| Incidents affecting mobile banking |
2 |
9 | |
| Incidents affecting internet banking |
3 |
9 | |
Account opening information
|
How quickly do we open personal current accounts? |
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We give customers an account number and enable them to start paying into the account: 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. |
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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: |
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How quickly is an overdraft available? |
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Once an account is open, the overdraft is available: |
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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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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. |
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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 on our identity FAQs page . We may request additional information or documents in individual cases. |
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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.
Help for customers in vulnerable circumstances can be found on our Supporting Customers page.
TSB Complaints for second half of 2018
Like all banks, we share our complaints numbers twice a year at the request of our regulator, the Financial Conduct Authority (FCA), to help customers understand banks’ overall performance.
During the second half of 2018, we received a total of 84,068 complaints. The vast majority of these (79,221) were banking and credit card complaints and relate to our IT migration in early 2018.
We have a dedicated team looking at every customer complaint individually to resolve these complaints as quickly as possible.
We have made considerable progress in resolving complaints with 97% of complaints we received since migration now resolved.
New complaints being received are significantly lower in volume and closer to pre-migration levels, with the vast majority no longer connected to migration issues.
TSB complaints for second half of 2018 can be found below:
|
H2 2018 TSB |
Number of complaints opened by volume of business |
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|---|---|---|---|---|---|---|---|---|
|
Product / service grouping |
Provision (at reporting period end date) |
Intermediation (within the reporting period) |
Number of complaints opened |
Number of complaints closed |
Percentage closed within 3 days |
Percentage closed after 3 days but within 8 weeks |
Percentage upheld |
Main cause of complaints opened |
|
Banking and Credit Cards |
9.7 Per 1000 Accounts |
N/A |
79,221 |
109,062 |
33.9% |
5.5% |
92.7% |
general admin / customer service |
|
Home finance |
12.2 Per 1000 Accounts |
N/A |
3,439 |
3,231 |
46.3% |
23.4% |
82.8% |
general admin / customer service |
|
Insurance and Pure Protection |
N/A |
0.9 Per 1000 Policies Sold |
66 |
45 |
57.8% |
15.6% |
80.0% |
general admin / customer service |
|
Decumilation and Pensions |
N/A |
N/A |
N/A |
N/A |
N/A |
N/A |
N/A |
N/A |
|
Investments |
N/A |
N/A |
N/A |
N/A |
N/A |
N/A |
N/A |
N/A |
|
Credit related |
N/A |
N/A |
1342 |
995 |
N/A |
N/A |
87.2% |
N/A |
