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Information about current account services

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

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

24-hour help?

Telephone

Internet banking

Mobile banking

Contact details
Checking the balance and transactions
Yes
Monday to Sunday,
24 hours
Monday to Sunday,
24 hours
Monday to Sunday,
24 hours
Sending money within the UK, including setting up a Standing Order
Yes
Monday to Sunday,
24 hours
Monday to Sunday,
24 hours
Monday to Sunday,
24 hours
Sending money outside the UK
Yes
Monday to Sunday,
24 hours
Monday to Sunday,
24 hours
Monday to Sunday,
24 hours
Paying in a cheque
Yes
Monday to Sunday,
24 hours
Monday to Sunday,
24 hours
Monday to Sunday,
24 hours
Cancelling a cheque
Yes
Monday to Sunday,
24 hours
Monday to Sunday,
24 hours
Monday to Sunday,
24 hours
Cash withdrawal in a foreign currency outside the UK
Yes
Monday to Sunday,
24 hours
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 Sunday,
24 hours
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 Sunday,
24 hours
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 Sunday,
24 hours
Monday to Sunday,
24 hours
Monday to Sunday,
24 hours
Problems using internet banking or mobile banking
Yes
Monday to Sunday,
24 hours
Monday to Sunday,
24 hours
Monday to Sunday,
24 hours
Reporting a suspected fraudulent incident or transaction
Yes
Monday to Sunday,
24 hours
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 Sunday,
24 hours
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
Personal customers
0800 678 1230[2]
Monday to Friday,
8am - 8pm
Saturday, 9am - 5pm
Sunday, 10am - 5pm


Private customers
0800 1456 456[3]
Monday to Friday,
8am – 6pm
Not Possible
Not Possible[1]

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 here. 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] 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.
  • [2] We are closed on 25 December, 26 December and 1 January.
  • [3] Our Private Banking centre will discuss your requirements and arrange for a Private Development Manager to call you back.

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
Monday to Sunday, 24 hours
Monday to Sunday, 24 hours
Monday to Sunday, 24 hours
Sending money within the UK
Monday to Sunday, 24 hours
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 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.

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 July 2019 to 30 September 2019
In the 12 months between 1 October 2018 to 30 September 2019
Total number of incidents reported
1
2
Incidents affecting telephone banking
1
2
Incidents affecting mobile banking
1
2
Incidents affecting internet banking
1
2

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. 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[3]
  • by sending us documents and information electronically
  • by post
  • Yes[2]
  • in some cases
  • Yes
  • No

Note

  • [1] You can open an account by calling us, find out more here
  • [2] New customers must open our Clydesdale Bank Instant Savings account in a branch, all other current accounts can be opened without visiting a branch
  • [3] Find your nearest branch, opening times and facilities here

Information about the account opening process

These metrics cover the period 01 July to 30 September 2019.

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

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

  • the same day, for 88% of customers;
  • on average, in 1 day; and
  • within 13 days for 99% of customers.

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.

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 4 days; and
  • within 6 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 100% of customers;
  • on average, in 0 days; and
  • within 0 days for 99% of customers.

How quickly is an overdraft available? [4]

Once an account is open, the overdraft is available:

  • the same day, for 0% of customers;
  • on average, in 5 days; and
  • within 9 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 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] These figures reflect the time taken where a customer requests an overdraft as part of an application to open an account, up to when funds are available to withdraw and may include the time taken by customers to provide relevant documentation.

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

These metrics cover the period 01 July to 30 September 2019.

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 7 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 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.