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:

  • Contact details

  • 24hr help?

    Telephone

    Internet banking

    Mobile banking

    No

    Not possible

    Kroo in-app chat

    0800 802 1323

  • Checking the balance and accessing a transaction history

  • 24hr help?

    Telephone

    Internet banking

    Mobile banking

    No

    Not possible

    Mon – Sun, 7am – 10pm

    Mon – Fri, 9am – 5.30pm

  • Sending money within the UK, including setting up a standing order

  • 24hr help?

    Telephone

    Internet banking

    Mobile banking

    No

    Not possible

    Mon – Sun, 7am – 10pm

    Mon – Fri, 9am – 5.30pm

  • Sending money outside the UK

  • 24hr help?

    Telephone

    Internet banking

    Mobile banking

    No

    Not possible

    Not possible

    Not possible

  • Paying in a cheque

  • 24hr help?

    Telephone

    Internet banking

    Mobile banking

    No

    Not possible

    Not possible

    Not possible

  • Cancelling a cheque

  • 24hr help?

    Telephone

    Internet banking

    Mobile banking

    No

    Not possible

    Not possible

    Not possible

  • Cash withdrawal in a foreign currency outside the UK

  • 24hr help?

    Telephone

    Internet banking

    Mobile banking

    No

    Not possible

    Mon – Sun, 7am – 10pm

    Mon – Fri, 9am – 5.30pm

  • A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds

  • 24hr help?

    Telephone

    Internet banking

    Mobile banking

    No

    Not possible

    Mon – Sun, 7am – 10pm

    Mon – Fri, 9am – 5.30pm

  • A direct debit, or allowing someone to collect one or more payments from your account using your debit card number

  • 24hr help?

    Telephone

    Internet banking

    Mobile banking

    No

    Not possible

    Mon – Sun, 7am – 10pm

    Mon – Fri, 9am – 5.30pm

  • Third party access to an account, for example under a power of attorney

  • 24hr help?

    Telephone

    Internet banking

    Mobile banking

    No

    Not possible

    Mon – Sun, 7am – 10pm

    Mon – Fri, 9am – 5.30pm

  • Problems using internet banking or mobile banking

  • 24hr help?

    Telephone

    Internet banking

    Mobile banking

    No

    Not possible

    Mon – Sun, 7am – 10pm

    Mon – Fri, 9am – 5.30pm

  • Reporting a suspected fraudulent incident or transaction

  • 24hr help?

    Telephone

    Internet banking

    Mobile banking

    No

    Not possible

    Mon – Sun, 7am – 10pm

    Mon – Fri, 9am – 5.30pm

  • Progress following an account suspension or card cancellation, e.g. following a fraud incident

  • 24hr help?

    Telephone

    Internet banking

    Mobile banking

    No

    Not possible

    Mon – Sun, 7am – 10pm

    Mon – Fri, 9am – 5.30pm

  • 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

  • 24hr help?

    Telephone

    Internet banking

    Mobile banking

    No

    Not possible

    Mon – Sun, 7am – 10pm

    Mon – Fri, 9am – 5.30pm

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

  • Checking the balance

  • Telephone

    Internet banking

    Mobile banking

    Not possible

    24hrs

    Mon – Fri, 9am – 5.30pm

  • Accessing a transaction history

  • Telephone

    Internet banking

    Mobile banking

    Not possible

    24hrs

    Not possible

  • Sending money within the UK

  • Telephone

    Internet banking

    Mobile banking

    Not possible

    24hrs

    Not possible

  • Setting up a standing order

  • Telephone

    Internet banking

    Mobile banking

    Not possible

    24hrs

    Not possible

  • Sending money outside the UK

  • Telephone

    Internet banking

    Mobile banking

    Not possible

    Not possible

    Not possible

  • Paying in a cheque

  • Telephone

    Internet banking

    Mobile banking

    Not possible

    Not possible

    Not possible

  • Cancelling a cheque

  • Telephone

    Internet banking

    Mobile banking

    Not possible

    Not possible

    Not possible

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.

  • Total number of incidents reported

  • In the 3 months from 1st April 2024 to 30th June 2024

    In the 12 months between 1st July 2023 and 30th June 2024

    0

    0

  • Incidents affecting telephone banking

  • In the 3 months from 1st April 2024 to 30th June 2024

    In the 12 months between 1st July 2023 and 30th June 2024

    0

    0

  • Incidents affecting mobile banking

  • In the 3 months from 1st April 2024 to 30th June 2024

    In the 12 months between 1st July 2023 and 30th June 2024

    0

    0

  • Incidents affecting internet banking

  • In the 3 months from 1st April 2024 to 30th June 2024

    In the 12 months between 1st July 2023 and 30th June 2024

    N/A

    N/A

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. Its most recent publication does not contain any data relating to us.

Opening a current account with us.

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

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

The same day, for 78% of customers
On average, in 3 days; and
Within 31 days for 99% of customers

Note: These figures are based on the time taken from receiving all the information and documents we ask for, in a case where we don’t need any further information or documents to open the account.

Replacing a debit card.

We replace debit cards:

The same day, for 0% of customers
On average, in 2 days; and
Within 3 days for 99% of customers

Overdrafts.

What is the interest rate being charged on our products?

  • Personal current account

  • Range of annual interest rates payable for arranged overdrafts for period beginning 1 April 2024 and 30 June 2024

    Annual interest rate payable for unarranged overdrafts for period beginning 1 April 2024 and 30 June 2024

    Refused payment fee for period beginning 1 April 2024 and 30 June 2024

    24.90%

    24.90%

    £0.00

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 3 months between 1 April 2024 and 30 June 2024:

  • Personal current account

  • Range of advertised APR during this period

    24.90%

Information about how to open a current account.

To open one of our personal current accounts, a new customer will need to provide us with the documents and information set out here. We may request additional information or documents in individual cases.

  • You can open a personal current account:

  • Without visiting a branch

    Where a visit to a branch is required, without an appointment

    By sending us documents and information electronically

    By post

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    N/A

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