The Financial Conduct Authority requires us to publish the following information about our personal current accounts:
How and when you can contact us to ask about the following things: |
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24-hour help? |
Telephone |
Internet banking |
Mobile banking |
Contact details |
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Checking the balance and transactions |
Yes |
Monday to Saturday 7am – 9pm Sunday 10am – 5pm* |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Sending money within the UK, including setting up a Standing Order |
Yes |
Monday to Saturday 7am – 9pm Sunday 10am – 5pm* |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Sending money outside the UK |
Yes |
Monday to Saturday 7am – 9pm Sunday 10am – 5pm* |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Paying in a cheque |
Yes |
Monday to Saturday 7am – 9pm Sunday 10am – 5pm* |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Cancelling a cheque |
Yes |
Monday to Saturday 7am – 9pm Sunday 10am – 5pm* |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Cash withdrawal in a foreign currency outside the UK |
Yes |
Monday to Saturday 7am – 9pm Sunday 10am – 5pm* |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds |
Yes |
Monday to Saturday 7am – 9pm Sunday 10am – 5pm* |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
A Direct Debit, or allowing someone to collect one or more payments from your account using your debit card number |
Yes |
Monday to Saturday 7am – 9pm Sunday 10am – 5pm* |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Third party access to an account, for example under a power of attorney |
Yes |
Monday to Saturday 7am – 9pm Sunday 10am – 5pm* |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Problems using internet banking or mobile banking |
Yes |
Monday to Saturday 7am – 9pm Sunday 10am – 5pm* |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Reporting a suspected fraudulent incident or transaction |
Yes |
Monday to Saturday 7am – 9pm Sunday 10am – 5pm* |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Progress following an account suspension or card cancellation, e.g. following a fraud incident |
Yes |
Monday to Saturday 7am – 9pm Sunday 10am – 5pm* |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
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 678 1230[2] Monday to Friday, 8am - 6pm Saturday, 9am - 1pm 0800 1456 456[3] Monday to Friday, 8am – 6pm |
Not Possible |
Not Possible[1] |
Note
How and when you can use your bank account to do the following things: |
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Telephone banking |
Internet banking |
Mobile banking |
Checking the balance |
Monday to Saturday 9am – 7pm Sunday 10am – 5pm |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Accessing a transaction history |
Monday to Saturday 9am – 7pm Sunday 10am – 5pm |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Setting up a Standing Order |
Monday to Saturday 9am – 7pm Sunday 10am – 5pm |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Sending money within the UK |
Monday to Saturday 9am – 7pm Sunday 10am – 5pm |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Sending money outside the UK |
Not Possible |
Not Possible |
Not Possible |
Paying in a cheque |
Not Possible |
Not Possible |
Monday to Sunday, 24 hours |
Cancelling a cheque |
Monday to Saturday 9am – 7pm Sunday 10am – 5pm |
Not Possible |
Not Possible |
Note
Information about operational and security incidents: |
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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. |
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In the 3 months between 1 July 2020 to 30 September 2020 |
In the rolling 12 months between 1 October 2019 to 30 September 2020 |
Total number of incidents reported |
2 |
6 |
Incidents affecting telephone banking |
0 |
2 |
Incidents affecting mobile banking |
2 |
5 |
Incidents affecting internet banking |
2 |
5 |
Complaints data: |
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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 |
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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? |
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Product |
Range of annual interest rates payable for Arranged Overdrafts on 30 September 2020 |
Range of annual interest rates payable for Unarranged Overdrafts on 30 September 2020 |
Refused payment fee on 30 September 2020 |
Signature Current Account |
18.29% - 34.05% |
18.29% - 34.05% |
£4 |
Current Account Control |
18.29% - 34.05% |
N/A |
N/A |
Current Account Plus |
18.29% - 34.05% |
18.29% - 34.05% |
£4 |
Current Account Direct |
18.29% - 34.05% |
18.29% - 34.05% |
£4 |
Private Current Account |
13.97% |
13.97% |
£4 |
Current Account Tracker |
13.97% |
13.97% |
£4 |
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 3 months between 1 July and 30 September 2020 |
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Product |
Range of Advertised APRs during the quarter |
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Signature Current Account |
19.9% - 39.9% |
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Current Account Control |
19.9% - 39.9% |
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Private Current Account* |
41.57% |
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Current Account Tracker* |
41.57% |
*the advertised APR includes the Monthly Account Fee of £25
These metrics cover the period 01 July to 30 September 2020.
How quickly do we open personal current accounts? [1] |
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We give customers an account number and enable them to start paying into the account:
These figures are based on the time taken from our receiving all the information and documents we ask for set out at minimum documents and information required, 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? [2] |
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Once an account is open, we give customers a debit card:
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How quickly do customers get internet banking? [3] |
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Once an account is open, customers have internet banking:
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How quickly is an overdraft available? [4] |
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Once an account is open, the overdraft is available:
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Note
These metrics cover the period 01 July to 30 September 2020.
Replacing a debit card |
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How quickly do we replace debit cards which have been lost, stolen or stopped? [1] We replace debit cards:
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Note
Information about how to open a current account: |
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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. We may request additional information or documents in individual cases.
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You can open an account: |
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The requirement to publish the Competition and Markets Authority independent service quality survey results for personal current accounts can be found here.
If you have a current account with us, you can find information about the key ways we can support you when you need us here.
You can find information about the Availability & Performance of our Open Banking APIs - here.
You can find impartial information and guidance on money matters on the “Money advice service” website.
Clydesdale Bank is covered by the Financial Services Compensation Scheme (FSCS), Find out more.