Financial Conduct Authority – Information about current account services

The Financial Conduct Authority (FCA) requires us to publish the following information about our Personal 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 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

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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 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 January 2022 and 31 March 2022 In the 12 months between 1 April 2021 and 31 March 2022
    Total number of incidents reported 0 1
    Incidents affecting telephone banking 0 0
    Incidents affecting mobile banking 0 0
    Incidents affecting internet banking 0 1

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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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  • What is the interest rate being charged on our products?
    ,
    Product Annual interest rate payable for arranged overdrafts on 31 March 2022 Annual interest rate payable for unarranged overdrafts on 31 March 2022 Refused payment fee on 31 March 2022
    Clear Account 29.75% 29.75% £1.50
    Graduate Account 0% 0% £0
    Student Account 0% 0% £0
    Elective and Intercalated Borrowing Account 1.75% 1.75% £1.50
    IPLS Borrowing Account 2.25% 2.25% £1.50
    Graduate Medical School Borrowing Account 2.00% 2.00% £1.50
    Current accounts that do not pay interest 0% 0% £1.50

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  • 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 January 2022 and 31 March 2022

    ,
    Product Range of Advertised APR(s) during this period
    Clear Account 33.51% - 34.16%
    Graduate Account 0% - 8.03%
    Student Account 0%
    Elective and Intercalated Borrowing Account 1.26% - 1.76%
    IPLS Borrowing Account 1.76% -2.27%
    Graduate Medical School Borrowing Account 1.51% - 2.02%
    Current accounts that do not pay interest 0%

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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 personal current accounts?

    Unfortunately, at the moment, we are unable to display how long it takes us to open a personal current account. However, we hope to have the numbers restored as soon as possible. If you have any queries about how long it is taking us to open a personal current account, at the moment, please call 0800 0850 444 and one of our colleagues will be happy to help you.

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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 9 days; and
    • Within 14 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 1 days; and
    • within 6 days for 99% of customers.

    *applies to 365 Digital & 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 0% of customers;
    • On average in 86 days; and
    • Within 100 days for 99% of customers.

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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.