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
0800 802 1323
Not possible
Kroo in-app chat
Checking the balance and accessing a transaction history
24hr help?
Telephone
Internet banking
Mobile banking
No
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
No
Not possible
Not possible
Mon – Sun, 7am – 10pm
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
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
No
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
No
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
No
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
No
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
No
Mon – Fri, 9am – 5.30pm
Not possible
24hrs
Progress following an account suspension or card cancellation, e.g. following a fraud incident
24hr help?
Telephone
Internet banking
Mobile banking
No
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
No
Mon – Fri, 9am – 5.30pm
Not possible
Mon – Sun, 7am – 10pm
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
Not possible
24hrs
Sending money within the UK
Telephone
Internet banking
Mobile banking
Not possible
Not possible
24hrs
Setting up a standing order
Telephone
Internet banking
Mobile banking
Not possible
Not possible
24hrs
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 between 1st October 2024 and 31st December 2024
In the 12 months between 1st January 2024 and 31st December 2024
0
0
Incidents affecting telephone banking
In the 3 months between 1st October 2024 and 31st December 2024
In the 12 months between 1st January 2024 and 31st December 2024
0
0
Incidents affecting mobile banking
In the 3 months between 1st October 2024 and 31st December 2024
In the 12 months between 1st January 2024 and 31st December 2024
0
0
Incidents affecting internet banking
In the 3 months between 1st October 2024 and 31st December 2024
In the 12 months between 1st January 2024 and 31st December 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 71% 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
Range of annual interest rates payable for arranged overdrafts on 31st December 2024
Annual interest rate payable for unarranged overdrafts for period beginning 1 October 2024 and 31 December 2024
Refused payment fee for period beginning 1 October 2024 and 31 December 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 1st October 2024 and 31st December 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
check
N/A
check
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