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:

	24hr help?	Telephone	Internet banking	Mobile banking
Contact details	No	0800 802 1323	Not possible	Kroo in-app chat
Checking the balance and accessing a transaction history	No	Mon – Fri, 9am – 5.30pm	Not possible	Mon – Sun, 7am – 8:30pm
Sending money within the UK, including setting up a standing order	No	Not possible	Not possible	Mon – Sun, 7am – 8:30pm
Sending money outside the UK	No	Not possible	Not possible	Not possible
Paying in a cheque	No	Not possible	Not possible	Not possible
Cancelling a cheque	No	Not possible	Not possible	Not possible
Cash withdrawal in a foreign currency outside the UK	No	Mon – Fri, 9am – 5.30pm	Not possible	Mon – Sun, 7am – 8:30pm
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds	No	Mon – Fri, 9am – 5.30pm	Not possible	Mon – Sun, 7am – 8:30pm
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number	No	Mon – Fri, 9am – 5.30pm	Not possible	Mon – Sun, 7am – 8:30pm
Third party access to an account, for example under a power of attorney	No	Mon – Fri, 9am – 5.30pm	Not possible	Mon – Sun, 7am – 8:30pm
Problems using internet banking or mobile banking	No	Mon – Fri, 9am – 5.30pm	Not possible	Mon – Sun, 7am – 8:30pm
Reporting a suspected fraudulent incident or transaction	No	Mon – Fri, 9am – 5.30pm	Not possible	Mon – Sun, 7am – 8:30pm
Progress following an account suspension or card cancellation, e.g. following a fraud incident	No	Mon – Fri, 9am – 5.30pm	Not possible	Mon – Sun, 7am – 8:30pm
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	No	Mon – Fri, 9am – 5.30pm	Not possible	Mon – Sun, 7am – 8:30pm

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.

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

	Telephone	Internet banking	Mobile banking
Checking the balance	Mon – Fri, 9am – 5.30pm	Not possible	24hrs
Accessing a transaction history	Not possible	Not possible	24hrs
Sending money within the UK	Not possible	Not possible	24hrs
Setting up a standing order	Not possible	Not possible	24hrs
Sending money outside the UK	Not possible	Not possible	Not possible
Paying in a cheque	Not possible	Not possible	Not possible
Cancelling a cheque	Not possible	Not possible	Not possible

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.

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 January 2026 and 31 March 2026.	In the 12 months between 1 April 2025 to 31 March 2026.
Total number of incidents reported	0	0
Incidents affecting telephone banking	0	0
Incidents affecting mobile banking	0	0
Incidents affecting internet banking	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. You can see their complaints data about us at http://www.ombudsman-complaints-data.org.uk/.

Open 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 75% of customers
On average, in one day; 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?

Annual interest rate payable for arranged overdrafts on 31 March 2026	Annual interest rate payable for unarranged overdrafts on 31 March 2026	Refused payment fee on 31 March 2026
39.90%	39.90%	£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 January 2026 to 31 March 2026:

	Range of advertised APR during this period
Personal Current Account	39.90%

You can open a personal 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.

	Without visiting a branch	Where a visit to a branch is required, without an appointment	By sending us documents and information electronically	By post
You can open a personal current account:	Yes	N/A	Yes	No

Note: 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.