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

0800 802 1323

Not possible

Kroo in-app chat

Checking the balance and accessing a transaction history

24hr help?

Telephone

Internet banking

Mobile banking

Mon – Fri, 9am – 5.30pm

Not possible

Mon – Sun, 7am – 10pm

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

24hr help?

Telephone

Internet banking

Mobile banking

Not possible

Mon – Sun, 7am – 10pm

Sending money outside the UK

24hr help?

Telephone

Internet banking

Mobile banking

Not possible

Paying in a cheque

24hr help?

Telephone

Internet banking

Mobile banking

Not possible

Cancelling a cheque

24hr help?

Telephone

Internet banking

Mobile banking

Not possible

Cash withdrawal in a foreign currency outside the UK

24hr help?

Telephone

Internet banking

Mobile banking

Mon – Fri, 9am – 5.30pm

Not possible

Mon – Sun, 7am – 10pm

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

Mon – Fri, 9am – 5.30pm

Not possible

Mon – Sun, 7am – 10pm

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

Mon – Fri, 9am – 5.30pm

Not possible

Mon – Sun, 7am – 10pm

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

24hr help?

Telephone

Internet banking

Mobile banking

Mon – Fri, 9am – 5.30pm

Not possible

Mon – Sun, 7am – 10pm

Problems using internet banking or mobile banking

24hr help?

Telephone

Internet banking

Mobile banking

Mon – Fri, 9am – 5.30pm

Not possible

Mon – Sun, 7am – 10pm

Reporting a suspected fraudulent incident or transaction

24hr help?

Telephone

Internet banking

Mobile banking

Mon – Fri, 9am – 5.30pm

Not possible

Mon – Sun, 7am – 10pm

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

24hr help?

Telephone

Internet banking

Mobile banking

Mon – Fri, 9am – 5.30pm

Not possible

Mon – Sun, 7am – 10pm

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

Mon – Fri, 9am – 5.30pm

Not possible

Mon – Sun, 7am – 10pm

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:

Checking the balance

Telephone

Internet banking

Mobile banking

Mon – Fri, 9am – 5.30pm

Not possible

24hrs

Accessing a transaction history

Telephone

Internet banking

Mobile banking

Not possible

24hrs

Sending money within the UK

Telephone

Internet banking

Mobile banking

Not possible

24hrs

Setting up a standing order

Telephone

Internet banking

Mobile banking

Not possible

24hrs

Sending money outside the UK

Telephone

Internet banking

Mobile banking

Not possible

Paying in a cheque

Telephone

Internet banking

Mobile banking

Not possible

Cancelling a cheque

Telephone

Internet banking

Mobile banking

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.

Total number of incidents reported

In the 3 months between 1st January 2025 and 31st March 2025.

In the 12 months between 1 April 2024 to 31 March 2025.

Incidents affecting telephone banking

In the 3 months between 1st January 2025 and 31st March 2025.

In the 12 months between 1 April 2024 to 31 March 2025.

Incidents affecting mobile banking

In the 3 months between 1st January 2025 and 31st March 2025.

In the 12 months between 1 April 2024 to 31 March 2025.

Incidents affecting internet banking

In the 3 months between 1st January 2025 and 31st March 2025.

In the 12 months between 1 April 2024 to 31 March 2025.

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/.

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 77% 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?

Personal current account

Annual interest rate payable for arranged overdrafts on 31 March 2025

Annual interest rate payable for unarranged overdrafts on 31 March 2025

Refused payment fee on 31 March 2025

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 January 2025 to 31 March 2025:

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

check

N/A

check

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.