Information about Personal Current Account Services

Contact details

03459 758 758

Checking the balance and transactions

No

8am - 8pm
7 days a week
365 days per year

Not possible*

Not possible**

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

No

8am - 8pm
7 days a week
365 days per year

Not possible*

Not possible**

Sending money outside the UK

No

8am - 8pm
7 days a week
365 days per year

Not possible*

Not possible

Paying in a cheque

No

8am - 8pm
7 days a week
365 days per year

Not possible

Not possible

Cancelling a cheque

No

8am - 8pm
7 days a week
365 days per year

Not possible

Not possible

Cash withdrawal in a foreign currency outside the UK

No

8am - 8pm
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

8am - 8pm
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

8am - 8pm
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

8am - 8pm
7 days a week
365 days per year

Not possible

Not possible

Problems using internet banking or mobile banking

No

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

Not possible

Not possible

Reporting a suspected fraudulent incident or transaction

No

8am - 8pm
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

8am - 8pm
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.

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.

2

2

2

2

We give customers an account number and enable them to start paying into the account: 
the same day, for 70% of customers;
on average, in 3 days; and
within 23 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.

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.

Once an account is open, customers have internet banking: 
the same day, for 75% of customers;
on average, in 1 days; and
within 5 days for 99% of customers.

Once an account is open, the overdraft is available: 
the same day, for 59% of customers;
on average, in 1 days; and
within 5 days for 99% of customers.

We replace debit cards: 
the same day, for 0% of customers;
on average, in 7 days; and
within 7 days for 99% of customers.

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.

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

Banking and Credit Cards

4.0 Per 1000 Accounts

N/A

34,422

33,952

59.0%

40.7%

60.0%

general admin / customer service

Home finance

7.3 Per 1000 Balances outstanding

N/A

1,790

1,700

44.6%

54.1%

59.0%

general admin / customer service

Insurance and Pure Protection

N/A

46

43

65.1%

34.9%

58.1%

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

932

895

N/A

N/A

56.1%

N/A

Claims Management

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Classic Account

19.84%

19.84%

£3.00

Classic Plus Account

19.84%

19.84%

£3.00

Classic Enhance Account

19.84%

£3.00

Classic Essentials Account

N/A

N/A

£3.00

Student Account

8.21%

8.21%

£3.00

Graduate Account

16.77%

16.77%

£3.00

Select Account

19.84%

19.84%

£3.00