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Information about our Personal Current Account services

The Financial Conduct Authority requires us to publish the following information about our Personal Current Accounts.

How to open a current account

To open any of our accounts 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 an account: 

 
Without visiting a branch 

 
Where a visit to a branch is required, without an appointment 

 
By sending us documents and information electronically 

In some cases

 
By post 

In some cases

How and when you can contact us to ask about the following:

 
24 hour help?

Telephone Internet banking Mobile banking

Contact details 

 


Telephone: 0345 0808 500

   

Checking the balance and transactions


24 hours a day, 7 days a week

Not possible Not possible

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


24 hours a day, 7 days a week

Not possible Not possible

Sending money outside the UK


24 hours a day, 7 days a week

Not possible Not Possible

Paying in a cheque


24 hours a day, 7 days a week

Not possible Not possible

Cancelling a cheque


24 hours a day, 7 days a week

Not possible Not possible

Cash withdrawal in a foreign currency outside the UK


24 hours a day, 7 days a week

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 a day, 7 days a week 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 a day, 7 days a week

Not possible Not possible

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


24 hours a day, 7 days a week

Not possible Not possible

Problems using internet banking or mobile banking


24 hours a day, 7 days a week

Not possible Not possible

Reporting a suspected fraudulent incident or transaction


24 hours a day, 7 days a week

Not possible Not possible

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


24 hours a day, 7 days a week

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

24 hours a day, 7 days a week 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, or of queries you can raise in one of our branches.

How and when you can use your bank account to do the following:

   
Telephone


 Internet Banking  Mobile Banking


Checking the balance


24 hours a day, 7 days a week  24 hours a day, 7 days a week  24 hours a day, 7 days a week 


Accessing a transaction history 


24 hours a day, 7 days a week 24 hours a day, 7 days a week> 24 hours a day, 7 days a week


Setting up a standing order 


24 hours a day, 7 days a week 24 hours a day, 7 days a week 24 hours a day, 7 days a week


Sending money within the UK


24 hours a day, 7 days a week 24 hours a day, 7 days a week 24 hours a day, 7 days a week


Sending money outside the UK


24 hours a day, 7 days a week   Not possible 24 hours a day, 7 days a week


Paying in a cheque


Not possible Not possible Not possible


Cancelling a cheque


24 hours a day, 7 days a week Not possible Not possible

Note: this is a list of common actions. It does not represent the full list of actions 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 October 2018 and 31 December 2018

In the 9 months between 1 April 2018 and 31 December 2018

Total number of incidents reported

 3 5

Incidents affecting telephone banking

 2 2

Incidents affecting mobile banking

 2 2

Incidents affecting internet banking

 2 4

The speed of our Personal Account opening process

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 95% of customers;
on average, same day; and
within 5 days for 99% of customers.

(for firms that publish a list under BCOBS 7.3.1R) These figures are based on the time taken from our receiving all the information and documents we ask for here, in a case where we don’t need any further information or documents to open the account.

We are reporting the standard process for Personal Account Opening with data from stores. As a stores-based organisation we open the majority of accounts this way. We also open some accounts via a central team which undertakes the work using the same process, but where an additional 1-2 days may be incurred while application documents are transferred.

How quickly do we give customers a debit card?
Once an account is open, we give customers a debit card: 
the same day, for 83% of customers;
on average, in 1 day; and
within 7 days for 99% of customers.

We offer ability to collect in-store and via post. Personal collection from store is generally preferred by our customers.

How quickly do customers get internet banking?
Once an account is open, customers have internet banking: 
the same day, for 100% of customers;
on average, same day; and
same day for 99% of customers.
How quickly is an overdraft available?
Once an account is open, the overdraft is available: 
the same day, for 100% of customers;
on average, same day; and
same day for 99% of customers.
The speed with which we can replace 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 97% of customers;
on average, same day; and

within 4 days for 99% of customers.

Note: The measurement timings in the table above use a day count convention of same day, after which next day = 1 day.

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 here.

The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at www.ombudsman-complaints-data.org.uk/

For more information on how we support the needs of all of our customers, click here