FCA Service Quality Metrics

The Financial Conduct Authority (FCA) requires us to publish the following information about our Business Current Accounts.

FCA Service Quality Metrics

The FCA has published rules to require providers of personal current accounts (PCAs) and business current accounts (BCAs) to make the information about current account services available to customers in a common format.

All of the below information is also available to access via an Application Programming Interface (API).

  • Information required to open a business 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 Yes
    Where a visit to a branch is required, without an appointment In some cases
    By sending us documents and information electronically No
    By post Yes
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  • How and when you can contact us to ask about the following things
    24 hour help Telephone banking Internet banking Mobile banking
    Contact details General enquiries:
    00443457365555
    PCA phone application:
    0800 085 0444
    Reporting fraud from the UK:
    0800 121 7790
    Reporting fraud from abroad:
    0044 345 161 0020     		General enquiries:
    0044 345 7365 555    		 General enquiries:
    0044 345 7365 555
    Checking the balance and transactions x Mon to Fri: 8am to 8pm
    Sat: 9am to 5pm
    Sun: Closed
    Bank and public holidays: 10am to 5pm
    Christmas Day and Boxing Day: Closed    		 Not possible Not possible
    Sending money in the UK, including setting up a standing order x Mon to Fri: 8am to 8pm
    Sat: 9am to 5pm
    Sun: Closed
    Bank and public holidays: 10am to 5pm
    Christmas Day and Boxing Day: Closed    		 Not possible Not possible
    Sending money outside the UK x Mon to Fri: 8am to 8pm
    Sat: 9am to 5pm
    Sun: Closed
    Bank and public holidays: 10am to 5pm
    Christmas Day and Boxing Day: Closed    		 Not possible Not possible
    Paying in a cheque x Mon to Fri: 8am to 8pm
    Sat: 9am to 5pm
    Sun: Closed
    Bank and public holidays: 10am to 5pm
    Christmas Day and Boxing Day: Closed    		 Not possible Not possible
    Cancelling a cheque x Mon to Fri: 8am to 8pm
    Sat: 9am to 5pm
    Sun: Closed
    Bank and public holidays: 10am to 5pm
    Christmas Day and Boxing Day: Closed    		 Not possible Not possible
    Cash withdrawal in a foreign currency outside the UK x Mon to Fri: 8am to 8pm
    Sat: 9am to 5pm
    Sun: Closed
    Bank and public holidays: 10am to 5pm
    Christmas Day and Boxing Day: Closed    		 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 x Mon to Fri: 8am to 8pm
    Sat: 9am to 5pm
    Sun: Closed
    Bank and public holidays: 10am to 5pm
    Christmas Day and Boxing Day: Closed    		 Not possible Not possible
    A direct debit, or allowing someone to collect one or more payments from your account using your debit card number x Mon to Fri: 8am to 8pm
    Sat: 9am to 5pm
    Sun: Closed
    Bank and public holidays: 10am to 5pm
    Christmas Day and Boxing Day: Closed    		 Not possible Not possible
    Third party access to an account, for example under power of attorney x Mon to Fri: 8am to 8pm
    Sat: 9am to 5pm
    Sun: Closed
    Bank and public holidays: 10am to 5pm
    Christmas Day and Boxing Day: Closed    		 Not possible Not possible
    Problems using internet banking or mobile banking x Mon to Fri: 8am to 8pm
    Sat: 9am to 5pm
    Sun: Closed
    Bank and public holidays: 10am to 5pm
    Christmas Day and Boxing Day: Closed    		 Not possible Not possible
    Reporting a suspected fraudulent incident or transaction √ From the UK: 0800 121 7790
    From abroad: 0044 345 161 0020     		N/A 24 hour phone cover N/A 24 hour phone cover
    Progress following an account suspension or card cancellation, e.g. following a fraud incident x Mon to Fri: 8am to 8pm
    Sat: 9am to 5pm
    Sun: Closed
    Bank and public holidays: 10am to 5pm
    Christmas Day and Boxing Day: Closed    		 Not possible Not possible
    Account opening: including eligibility for an arranged overdraft, what’s required to open an account and an indication of what arranged overdraft may be available x General enquiries:
    Mon to Fri: 8am to 8pm
    Sat: 9am to 5pm
    Sun: Closed
    Bank and public holidays: 10am to 5pm
    Christmas Day and Boxing Day: Closed
    Or
    PCA phone application:
    Mon to Fri: 8.30am to 8pm
    Sat: 9am to 2pm
    Sun: Closed
    Bank and public holidays: 10am to 5pm     		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 or business centres.

    Alternatively, you can ask a question via the Service Desk on 365 online, or refer to our Frequently Asked Questions.

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  • How and when you can use your bank account to do the following things
    Telephone Banking Internet Banking Mobile Banking
    Checking the balance Mon to Fri: 8am to 8pm
    Sat: 9am to 5pm
    Sun: Closed
    Bank and public holidays: 10am to 5pm
    Christmas Day and Boxing Day: Closed     		24 hours 24 hours (via 365 online only)
    Accessing a transaction history Mon to Fri: 8am to 8pm
    Sat: 9am to 5pm
    Sun: Closed
    Bank and public holidays: 10am to 5pm
    Christmas Day and Boxing Day: Closed     		24 hours 24 hours (via 365 online only)
    Sending money within the UK Not possible 24 hours 24 hours (via 365 online only)
    Setting up a standing order Not possible 24 hours (via 365 online only) Not possible
    Sending money outside the UK Not possible 24 hours Not possible
    Paying in a cheque Not possible Not possible Not possible
    Paying in a cheque Not possible Not possible Not possible
    Cancelling a cheque Mon to Fri: 8am to 8pm
    Sat: 9am to 5pm
    Sun: Closed
    Bank and public holidays: 10am to 5pm
    Christmas Day and Boxing Day: Closed     		24 hours Not possible

    Note: this is a list of common queries. 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 or business centres).

    Alternatively you can leave a question in the Service Desk section on 365 online, or refer to our Frequently Asked Questions.

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  • 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 July 2018 and 30 September 2018
    Total number of incidents reported 4
    Incidents affecting telephone banking 1
    Incidents affecting mobile banking 0
    Incidents affecting internet banking 0
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  • 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/

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  • CMA Service Quality Metrics

    The requirement to publish the Competition and Markets Authority (CMA) independent service quality survey results for business current accounts can be found here.

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