Information about current account services

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.
• Other Help and Support is available online for Business Internet Banking Link opens in a new window. 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 Business 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.

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.

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.

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 Link opens in a new window.

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 Link opens in a new window.

These metrics cover the period 1 July 2024 to 30 September 2024:

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 38.4% of customers;
• on average, in 3 days; and
• within 32 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 4 days; and
• within 16 days for 99% of customers.

How quickly do customers get business internet banking? ^[3]

Once an account is open, customers have business internet banking:

• the same day, for 98.3% of customers;
• on average, in 1 days; and
• within 1 day for 99% of customers.

How quickly is an overdraft available? ^[4]

• the same day - N/A
• on average - N/A
• for 99% of customers - N/A

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.

These metrics cover the period 1 July 2024 to 30 September 2024:

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.

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.

Note

[1] You can open an account online, find out more here
[2] Find your nearest branch, opening times and facilities here