Helpful information on our personal current accounts
The Financial Conduct Authority requires us to publish the following information about our personal current accounts.
How and when you can contact us to ask about the following things:
| 24 hour help? | Telephone | Internet banking | Mobile banking | |
|---|---|---|---|---|
| Contact details | 0345 8353353 | Find out more about online banking | Find out more about mobile banking | |
| Checking the balance and accessing a transaction history | 24 hours | Not possible | Not possible | |
| Sending money within the UK, including setting up a Standing Order | 24 hours | Not possible | Not possible | |
| Sending money outside the UK | 24 hours | Not possible | Not possible | |
| Paying in a cheque | 24 hours | Not possible | Not possible | |
| Cancelling a cheque | 24 hours | Not possible | Not possible | |
| Cash withdrawal in a foreign currency outside the UK | 24 hours | 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 | 24 hours | Not possible | Not possible | |
| A direct debit, or allowing someone to collect one or more payments from your account using your debit card number | 24 hours | Not possible | Not possible | |
| Third party access to an account, for example under a power of attorney | 24 hours | Not possible | Not possible | |
| Problems using internet banking or mobile banking | 24 hours | Not possible | Not possible | |
| Reporting a suspected fraudulent incident or transaction | 24 hours | Not possible | Not possible | |
| Progress following an account suspension or card cancellation e.g following a fraud incident | 24 hours | 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 | 7am until 11pm | Not possible | Not possible |
Note: This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account.
Managing your account is quick and easy. You can find answers to the most commonly asked questions in the table below.
It is not possible to speak directly with a member of staff (e.g. via webchat) through our Internet and Mobile Banking services, which is therefore why 'Not possible' is displayed for Internet Banking and Mobile Banking on the table above. You can however carry out many of these transactions through our Internet and Mobile Banking 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 |
| Setting up a standing order | 24 hours | 24 hours | Not possible |
| Sending money within the UK | 24 hours | 24 hours | 24 hours |
| Sending money outside the UK | 24 hours | 24 hours | Not possible |
| Paying in a cheque | Not possible | Not possible | Not possible |
| Cancelling a cheque | 24 hours | Not possible | Not possible |
Note: this is a list of common queries. It does not represent the full list of queries you can raise in relation to your account.
Managing your account is quick and easy. You can find answers to the most commonly asked questions in the table below.
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 1st October 2018 to 31st December 2018 | In the 9 months between 1st April 2018 to 31st December 2018 | |
|---|---|---|
| Total number of incidents reported | 2 | 12 |
| Incidents affecting telephone banking | 1 | 3 |
| Incidents affecting mobile banking | 2 | 4 |
| Incidents affecting internet banking | 2 | 9 |
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
The most recent summary is available at
The Financial Ombudsman Service publishes its complaints data every six months.
You can see their complaints data about us at
Opening a current account with us
Go to Your Community to find out how you can open an account and what information and documents you need to give us to open an account
How quickly do we open personal current accounts?
Customers can only start paying into their account once the debit card has been received and activated. This takes on average 8 days.
We give customers an account number and enable them to start paying into the account:
- the same day for 0% of customers
- on average, in 8 days; and
- within 8 days for 99% of customers
These figures are based on the time taken from our receiving all the information and documents we ask for here, and where we don't need any further information or documents to open the account.
How quickly do we give customers a debit card?
In order to open a current account and start paying into the account your debit card must be activated first. The card will therefore be received before the account is open. You can activate the card on the same day it is received.
Once an account is open, we give customers a debit card:
- the same day for 100% of customers
- on average, in 0 days; and
- within 0 days for 99% of customers
How quickly do customers get internet banking?
As soon as your current account has been opened and you have activated your debit card you are able to access internet banking immediately.
Once an account is open, customers have internet banking:
- the same day for 100% of customers
- on average, in 0 days; and
- within 0 days for 99% of customers
How quickly is an overdraft available?
As soon as your current account has been opened and you have activated your debit card your overdraft is available immediately.
Once an account is open, the overdraft is available:
- the same day for 100% of customers
- on average, in 0 days; and
- within 0 days for 99% of customers
Replacing a debit card
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
Information about how to open a personal current account
To open this account, a new customer will need to provide us with the documents and information set out here. We may request additional information or documents in individual cases.
You can open this account:
- without visiting a branch Yes
- where a visit to a branch is required, without an appointment No
- by sending us documents and information electronically No
- by post No
To visit our information about support we offer to customers please go to - current account support information
Helpful information
Open a current account with us
Go to Your Community to find out how you can open an account, and what information and documents you need to give us to open an account.