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 personal 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 you need to visit a branch, without an appointment In some cases By sending us documents and information electronically No By post Yes
-
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 0020General enquiries:
0044 345 7365 555General enquiries:
0044 345 7365 555Checking 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.
-
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.
-
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 2023 And 30 September 2023 in the 12 months between 1 October 2022 And 30 September 2023 Total number of incidents reported 1 2 Incidents affecting telephone banking 1 1 Incidents affecting mobile banking 1 2 Incidents affecting internet banking 1 1
-
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/
-
What is the interest rate being charged on our products?
Product Annual interest rate payable for arranged overdrafts on 30 September 2023 Annual interest rate payable for unarranged overdrafts on 30 September 2023 Refused payment fee on 30 September 2023 Clear Account 34.25% 34.25% £1.50 Graduate Account 0% 0% £1.50 Student Account 0% 0% £0 Elective and Intercalated Borrowing Account 6.25% 6.25% £1.50 IPLS Borrowing Account 6.75% 6.75% £1.50 Graduate Medical School Borrowing Account 6.50% 6.50% £1.50 Current accounts that do not pay interest 34.25% 34.25% £1.50
-
How do our overdrafts compare?
A good way to compare the cost of our overdraft with other overdrafts or other ways of borrowing is to look at the APR. The APR shows the cost of borrowing over a year.
Information about overdraft pricing in the period between 1 July 2023 and 30 September 2023
Product Range of Advertised APR(s) during this period Clear Account 39.83% - 40.17% Graduate Account 0% Student Account 0% Elective and Intercalated Borrowing Account 6.17% – 6.43% IPLS Borrowing Account 6.70% - 6.96% Graduate Medical School Borrowing Account 6.43% - 6.70% Current accounts that do not pay interest 39.83% - 40.17%
-
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 6% of customers;
- On average, 4 days; and
- Within 28 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.
-
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 2 days; and
- within 7 days for 99% of customers.
*applies to 365 Digital & Phone Banking
Replacing a debit card
The requirement to publish the Competition and Markets Authority (CMA) independent service quality survey results for personal current accounts can be found here.
The FCA voluntary information requirement on the key ways of supporting the needs of all personal current account customers can be found here.