Service Information
The Financial Conduct Authority requires us to publish the following information about our business current accounts:
To open any of our bank accounts, a new customer will need to provide us with the documents and information set out in our Account Opening FAQs. We may request additional information or documents in individual cases.
You can open an account:
| Without visiting a branch | ✓ |
| By sending us documents and information electronically | ✓ |
| By post | ✓ |
How and when you can contact us to ask about the following things:
| Contact Information | 24 hour help? | Telephone | Telephone banking | Online banking | Mobile banking |
| Checking the balance and transactions | ✗ | ✓ | ✗ | ✓ | ✗ |
| Sending money within the UK, including setting up a standing order | ✗ | ✓ | ✗ | ✓ | ✗ |
| Sending money outside the UK | ✗ | ✓ | ✗ | ✗ | ✗ |
| Paying in a cheque | ✗ | ✓ | ✗ | ✗ | ✗ |
| Cancelling a cheque | ✗ | ✓ | ✗ | ✓ | ✗ |
| Cash withdrawal in a foreign currency outside the UK | ✗ | ✗ | ✗ | ✗ | ✗ |
| A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds | ✗ | ✓ | ✗ | ✗ | ✗ |
| A direct debit, or allowing someone to collect one or more payments from your account using your debit card number | ✗ | ✓ | ✗ | ✓ | ✗ |
| Third party access to an account, for example under a power of attorney | ✗ | ✓ | ✗ | ✓ | ✗ |
| Problems using online banking or mobile banking | ✗ | ✓ | ✗ | ✓ | ✗ |
| Reporting a suspected fraudulent incident or transaction | ✗ | ✓ | ✗ | ✗ | ✗ |
| Progress following an account suspension or card cancellation e.g. following a fraud incident | ✗ | ✓ | ✗ | ✓ | ✗ |
| 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 | ✗ | ✓ | ✗ | ✗ | ✗ |
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 | Telephone banking | Online banking | Mobile banking | |
| Checking the balance | 9am to 5pm, Monday – Friday* | N/A | 24/7 | N/A |
| Accessing a transaction history | 9am to 5pm, Monday – Friday* | N/A | 24/7 | N/A |
| Sending money within the UK | 9am to 5pm, Monday – Friday* | N/A | 24/7 | N/A |
| Sending money outside the UK | 9am to 5pm, Monday – Friday* | N/A | N/A | N/A |
| Setting up a standing order | 9am to 5pm, Monday – Friday* | N/A | 24/7 | N/A |
| Paying in a cheque | N/A | N/A | N/A | N/A |
| Cancelling a cheque | 9am to 5pm, Monday – Friday* | N/A | 24/7 | N/A |
* Excluding bank and public holidays in England and Wales. Calls are charged at local rate. Calls may be monitored and recorded for training, quality and security purposes.
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.
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 01 October 2025 and 31 December 2025 | In the 12 months between 01 January 2025 and 31 December 2025 | |
| Total number of incidents reported | 0 | 1 |
| Incidents affecting telephone banking | N/A | N/A |
| Incidents affecting mobile banking | N/A | N/A |
| Incidents affecting online banking | 0 | 1 |
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.
We are not required to publish a summary of our complaints data for the most recent six month period.
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
Read our Account Opening FAQs to find out how you can open an account, and which information and documents you’ll need to open an account.
How quickly do we open business current accounts?
We give customers an account number and enable them to start paying into the account:
- The same day for 29% of customers
- On average, in 3 days, and
- Within 27 days for 99% of customers.
These figures are based on the time taken from our receiving all the information and documents we ask for upon application, in a case where we don’t need any further information or documents to open the account.
How quickly do customers get Online Banking?
Once an account is open, customers have online banking:
- The same day for 0% of customers
- On average, in 2 days, and
- Within 5 days for 99% of customers.