Financial Conduct Authority – Information about current account services

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

Financial Conduct Authority – Information about current account services

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.

The information provided below about current account services is calculated using calendar days including weekdays, weekends, Bank and Public Holidays.

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 this account (or any of our accounts) you 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 In some cases
    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:
    0044-3457 365555
    Reporting A Fraud
    0800 1217790 From UK
    +44345 1610020 From Abroad
    General enquiries:
    0044 345 7365 555
    General enquiries:
    0044 345 7365 555
    Checking the balance and accessing a transaction history x Mon-Fri 09:00-17:00
    Sat 9:00-14:00
    Sun - Closed
    Bank/Public Holidays 09:00-14:00
    Christmas Eve 09:00-15:00 (subject to branch opening hours)
    (Closed Christmas Day, Boxing Day & New Years Day)
    Not possible Not possible
    Sending money in the UK, including setting up a standing order x Mon-Fri 09:00-17:00
    Sat 9:00-14:00
    Sun - Closed
    Bank/Public Holidays 09:00-14:00
    Christmas Eve 09:00-15:00 (subject to branch opening hours)
    (Closed Christmas Day, Boxing Day & New Years Day)
    Not possible Not possible
    Sending money outside the UK x Mon-Fri 09:00-17:00
    Sat 9:00-14:00
    Sun - Closed
    Bank/Public Holidays 09:00-14:00
    Christmas Eve 09:00-15:00 (subject to branch opening hours)
    (Closed Christmas Day, Boxing Day & New Years Day)
    Not possible Not possible
    Paying in a cheque x Mon-Fri 09:00-17:00
    Sat 9:00-14:00
    Sun - Closed
    Bank/Public Holidays 09:00-14:00
    Christmas Eve 09:00-15:00 (subject to branch opening hours)
    (Closed Christmas Day, Boxing Day & New Years Day)
    Not possible Not possible
    Cancelling a cheque x Mon-Fri 09:00-17:00
    Sat 9:00-14:00
    Sun - Closed
    Bank/Public Holidays 09:00-14:00
    Christmas Eve 09:00-15:00 (subject to branch opening hours)
    (Closed Christmas Day, Boxing Day & New Years Day)
    Not possible Not possible
    Cash withdrawal in a foreign currency outside the UK x Mon-Fri 09:00-17:00
    Sat 9:00-14:00
    Sun - Closed
    Bank/Public Holidays 09:00-14:00
    Christmas Eve 09:00-15:00 (subject to branch opening hours)
    (Closed Christmas Day, Boxing Day & New Years Day)
    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-Fri 09:00-17:00
    Sat 9:00-14:00
    Sun - Closed
    Bank/Public Holidays 09:00-14:00
    Christmas Eve 09:00-15:00 (subject to branch opening hours)
    (Closed Christmas Day, Boxing Day & New Years Day)
    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-Fri 09:00-17:00
    Sat 9:00-14:00
    Sun - Closed
    Bank/Public Holidays 09:00-14:00
    Christmas Eve 09:00-15:00 (subject to branch opening hours)
    (Closed Christmas Day, Boxing Day & New Years Day)
    Not possible Not possible
    Third party access to an account, for example under power of attorney x Mon-Fri 09:00-17:00
    Sat 9:00-14:00
    Sun - Closed
    Bank/Public Holidays 09:00-14:00
    Christmas Eve 09:00-15:00 (subject to branch opening hours)
    (Closed Christmas Day, Boxing Day & New Years Day)
    Not possible Not possible
    Problems using internet banking or mobile banking x Mon-Fri 09:00-17:00
    Sat 9:00-14:00
    Sun - Closed
    Bank/Public Holidays 09:00-14:00
    Christmas Eve 09:00-15:00 (subject to branch opening hours)
    (Closed Christmas Day, Boxing Day & New Years Day)
    Not possible Not possible
    Reporting a suspected fraudulent incident or transaction 0800 1217790 UK
    +44345 1610020 From Abroad
    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-Fri 09:00-17:00
    Sat 9:00-14:00
    Sun - Closed
    Bank/Public Holidays 09:00-14:00
    Christmas Eve 09:00-15:00 (subject to branch opening hours)
    (Closed Christmas Day, Boxing Day & New Years Day)
    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-Fri 09:00-17:00
    Sat 9:00-14:00
    Sun - Closed
    (Closed Christmas Day)
    Or
    PCA phone application:
    Mon-Fri 08:30-20:00
    Sat 9:00-14:00
    Sun - Closed
    (Closed Christmas Day, Boxing Day & New Years Day)
    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-Fri 09:00-17:00
    Sat 9:00-14:00
    Sun - Closed
    Bank/Public Holidays 09:00-14:00
    Christmas Eve 09:00-15:00 (subject to branch opening hours)
    (Closed Christmas Day, Boxing Day & New Years Day)
    24 hours 24 hours
    Accessing a transaction history Mon-Fri 09:00-17:00
    Sat 9:00-14:00
    Sun - Closed
    Bank/Public Holidays 09:00-14:00
    Christmas Eve 09:00-15:00 (subject to branch opening hours)
    (Closed Christmas Day, Boxing Day & New Years Day)
    24 hours 24 hours
    Sending money within the UK Not possible 24 hours 24 hours
    Setting up a standing order Not possible 24 hours 24 hours
    Sending money outside the UK Not possible 24 hours 24 hours
    Paying in a cheque Not possible Not possible Not possible
    Cancelling a cheque Mon-Fri 09:00-17:00
    Sat 9:00-14:00
    Sun - Closed
    Bank/Public Holidays 09:00-14:00
    (Closed Christmas Day, Boxing Day & New Years Day)
    Not possible 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 2022 and 30 September 2022 In the 12 months between 1 October 2021 and 30 September 2022
    Total number of incidents reported 0 2
    Incidents affecting telephone banking 0 0
    Incidents affecting mobile banking 0 2
    Incidents affecting internet banking 0 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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  • Opening a current account with us

    Click here 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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  • How quickly do we open business current accounts?

    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 15 days; and
    • Within 37 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 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?

    Once an account is open, we give customers a debit card:

    • The same day, for 0% of customers;
    • On average, in 10 days; and
    • Within 20 days for 99% of customers.

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  • How quickly do customers get internet banking?*

    Once an account is open, customers have internet banking:

    • The same day, for 0% of customers;
    • On average, in 6 days; and
    • Within 14 days for 99% of customers.
    *applies to 365 digital and phone banking

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  • How quickly is an overdraft available*?

    Once an account is open, the overdraft is available*:

    • The same day, for x% of customers;
    • On average, in x days; and
    • Within x days for 99% of customers.

    *No overdrafts recorded in this period.

    These figures reflect the time taken from when the overdraft is requested as part of the current account application to when funds are available to withdraw including time taken by customers to sign and return overdraft offer documentation.

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Replacing a debit card

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