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 here This gives you further information about our current account including our application process, ways of banking and managing your account. You will also find further information about our online 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.

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

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.

What is the interest rate being charged on our products?

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 July and 30 September 2024

^[1] The advertised APR includes the Monthly Account Fee of £15.

Go to information about how to open a current account to find out how you can open an account, and what information and documents you need to give us to open an account.

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

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 89% of customers;
• on average, in 1 day; and
• within 16 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 Link opens in a new window, 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 7 days for 99% of customers.

How quickly do customers get online banking? ^[3]

Once an account is open, customers have online banking:

• the same day, for 100% of customers;
• on average - N/A
• for 99% of customers - N/A

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 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 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 online banking for a customer who requested it on the day of account opening. Time taken is until all information and devices needed to use online 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.

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 6 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. We may request additional information or documents in individual cases.

Note

[1] You can use the Virgin Money Store finder to find your nearest Store, opening times and facilities.