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Service Information

The Financial Conduct Authority requires us to publish the following information about our current accounts:
How and when you can contact us to ask about the following things:

Contact Details 24 hour help? Telephone Telephone banking Internet 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 internet banking or mobile banking
Reporting a suspected fradulent 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 queries it does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches

 

Telephone Telephone banking Internet banking Mobile banking
Checking the balance and transactions From 08:30 to 17:00 N/A 24/7 N/A
Sending money within the UK, including setting up a standing order From 08:30 to 17:00 N/A 24/7 N/A
Sending money outside the UK From 08:30 to 17:00 N/A 24/7 N/A
Paying in a cheque From 08:30 to 17:00 N/A N/A N/A
Cancelling a cheque From 08:30 to 17:00 N/A 24/7 N/A

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, or actions you can take in one of our branches

 

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 April 2018 and 30 June 2018

In the 12 months between

1 April 2018 and 30 June 2018

Total number of incidents reported 0 0
Incidents affecting telephone banking 0 0
Incidents affecting mobile banking N/A N/A
Incidents affecting internet banking 0 0

 

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.