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Information about current account services

The Financial Conduct Authority requires us to publish the following information about our business current accounts:

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

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

24-hour help?

Telephone

Internet banking

Mobile banking

Contact details
Business Direct:
0800 756 0800
Checking the balance and transactions
Yes[1]
Monday to Friday,
8am - 6pm[2]
Internet Banking: Monday to Sunday, 24 hours

BusinessOnline: Not Possible
Not Possible[3]
Sending money within the UK, including setting up a standing order
Yes[1]
Monday to Friday,
8am - 6pm[2]
Internet Banking: Monday to Sunday, 24 hours

BusinessOnline: Not Possible
Not Possible[3]
Sending money outside the UK
Yes[1]
Monday to Friday,
8am - 6pm[2]
Internet Banking: Monday to Sunday, 24 hours

BusinessOnline: Not Possible
Not Possible[3]
Paying in a cheque
Yes[1]
Monday to Friday,
8am - 6pm[2]
Internet Banking: Monday to Sunday, 24 hours

BusinessOnline: Not Possible
Not Possible[3]
Cancelling a cheque
Yes[1]
Monday to Friday,
8am - 6pm[2]
Internet Banking: Monday to Sunday, 24 hours

BusinessOnline: Not Possible
Not Possible[3]
Cash withdrawal in a foreign currency outside the UK
Yes[1]
Monday to Friday,
8am - 6pm[2]
Internet Banking: Monday to Sunday, 24 hours

BusinessOnline: Not Possible
Not Possible[3]
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds
Yes[1]
Monday to Friday,
8am - 6pm[2]
Internet Banking: Monday to Sunday, 24 hours

BusinessOnline: Not Possible
Not Possible[3]
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number
Yes[1]
Monday to Friday,
8am - 6pm[2]
Internet Banking: Monday to Sunday, 24 hours

BusinessOnline: Not Possible
Not Possible[3]
Third party access to an account, for example under a power of attorney
Yes[1]
Monday to Friday,
8am - 6pm[2]
Internet Banking: Monday to Sunday, 24 hours

BusinessOnline: Not Possible
Not Possible[3]
Problems using internet banking or mobile banking
Yes[1]
Internet / Mobile
Banking Problems:
0800 345 7365
Monday to Sunday,
24 hours

BusinessOnline
Problems:
0800 121 4209
Monday to Friday,
8am - 6pm[2]
Internet Banking: Monday to Sunday, 24 hours

BusinessOnline: Not Possible
Not Possible[3]
Reporting a suspected fraudulent incident or transaction
Yes[1]
Monday to Friday,
8am - 6pm[2]
Internet Banking: Monday to Sunday, 24 hours

BusinessOnline: Not Possible
Not Possible[3]
Progress following an account suspension or card cancellation, e.g. following a fraud incident
Yes[1]
Monday to Friday,
8am - 6pm[2]
Internet Banking: Monday to Sunday, 24 hours

BusinessOnline: Not Possible
Not Possible[3]
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
No
0800 032 3971
Monday to Friday,
8am - 6pm[2]
Internet Banking: Not Possible

BusinessOnline: Not Possible
Not Possible[3]

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.
  • This table details the times you can speak directly with an appropriately trained member of staff about particular queries through the methods specified above. It does not include automated responses. For more information on how and when you can perform the transactions on your account please see the table below or ask us when you contact us.
  • Other Help and Support is available online for Internet Banking and BusinessOnline. This gives you further information about our current accounts including our application process, ways of banking and managing your account. You will also find further information about our internet and mobile banking services.
  • [1] 24 hour help is available for Internet Banking customers only.
  • [2] We are closed on 25 December and 26 December. Business Direct and the Account Opening Helpline are also closed on 1 January.
  • [3] If you wish to speak to an appropriately trained member of staff about these queries, contact details are available within the app or use the telephone numbers within the table.

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

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

Telephone banking

Internet banking

Mobile banking

Checking the balance
Monday to Sunday, 24 hours
Monday to Sunday, 24 hours
Monday to Sunday, 24 hours
Accessing a transaction history
Monday to Sunday, 24 hours
Monday to Sunday, 24 hours
Monday to Sunday, 24 hours
Setting up a standing order[1]
Monday to Sunday, 24 hours
Monday to Sunday, 24 hours
Monday to Sunday, 24 hours
Sending money within the UK[1]
Monday to Sunday, 24 hours
Monday to Sunday, 24 hours
Monday to Sunday, 24 hours
Sending money outside the UK
Not Possible
Internet Banking: Not Possible

BusinessOnline: Monday to Sunday, 24 hours
Not Possible
Paying in a cheque
Not Possible
Not Possible
Not Possible
Cancelling a cheque
Monday to Sunday, 24 hours
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.
  • All services may be temporarily unavailable during periods of routine maintenance.
  • [1] For next day payments a 4pm cut off time applies to standing orders and single payments instructed through mobile and internet banking.

Information about operational and security incidents

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 to 31 December 2018
In the 9 months between 1 April 2018 to 31 December 2018
Total number of incidents reported
1
1
Incidents affecting telephone banking
1
1
Incidents affecting mobile banking
1
1
Incidents affecting internet banking
1
1

Complaints data

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.

Information about how to open a current account

Information about 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 at minimum documents and information required for profit making companies and minimum documents and information required for non-profit making companies. We may request additional information or documents in individual cases.
You can open an account:
  • without visiting a branch[1]
  • where a visit to a branch is required, without an appointment[2]
  • by sending us documents and information electronically
  • by post
  • Yes
  • in some cases[3]
  • Yes
  • No

Note

  • [1] You can open an account online, find out more here
  • [2] Find your nearest branch, opening times and facilities here
  • [3] Our Business Choice Charity account cannot be opened in a branch

Information about the account opening process

How quickly do we open business current accounts? [1]

We give customers an account number and enable them to start paying into the account:

  • the same day, for 49% of customers;
  • on average, in 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 set out at minimum documents and information required for profit making companies and minimum documents and information required for non-profit making companies, in a case where we don't need any further information or documents to open the account.

How quickly do we give customers a debit card? [2]

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

  • the same day, for 0% of customers;
  • on average, in 6 days; and
  • within 27 days for 99% of customers.

How quickly do customers get internet banking? [3]

Once an account is open, customers have internet banking:

  • the same day, for 5% of customers;
  • on average, in 17 days; and
  • within 58 days for 99% of customers.

How quickly is an overdraft available? [4]

Not applicable.

Note

  • “0 days” indicates same day service.
  • The figures represent calendar days and may include weekends and bank holidays.
  • With regards to the 99% measurement, in a situation where 100 customers opened an account and 98 were opened in 2 days, 1 opened in 5 days and 1 opened in 10 days, the 99% measurement would be 5 days.
  • [1] These figures reflect the time taken to generate a working account number for a customer and include the time taken by the customer to complete and return all relevant documentation.
  • [2] These figures reflect the time taken until the debit card and PIN (where relevant) have been received by the customer in the post.
  • [3] These figures reflect the time taken to enable internet banking for a customer who requested it on the day of account opening. Time taken is until all information and devices needed to use internet banking have been issued, and may include the time taken by the customer to complete and return relevant documentation
  • [4] Business overdrafts are currently arranged outside of the account opening process.

Information about the time it will take to replace a debit card

Replacing a debit card

How quickly do we replace debit cards which have been lost, stolen or stopped? [1]

We replace debit cards:

  • the same day, for 0% of customers;
  • on average, in 4 days; and
  • within 8 days for 99% of customers.

Note

  • “0 days” indicates same day service.
  • The figures represent calendar days and may include weekends and bank holidays.
  • With regards to the 99% measurement, in a situation where 100 cards were issued and 98 were issued in 2 days, 1 issued in 5 days and 1 issued in 10 days, the 99% measurement would be 5 days.
  • [1] These figures reflect the time taken from when a debit card is reported lost or stolen by the customer; or otherwise stopped by the bank, up to when the replacement debit card and PIN (where relevant) have been received by the customer. These figures may include the time taken by customers to contact the bank after their card has been stopped.

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