FCA mandated and voluntary information on current account services

Current account providers are publishing better information about the services they offer consumers and small businesses. This follows action by the FCA and the Competition and Markets Authority (CMA), and a voluntary commitment by banks and building societies.

This information helps consumers and small businesses find the right service for them, get the most out of it, and get help if things go wrong. It will also help others such as comparison services and the media to compare current accounts.

Below are tables of collected metrics on speed of service and on major incidents for each brand.  

More information on services for each brand is published on the firms’ own websites and is available by API, along with the voluntary information on services for vulnerable customers. View links to the firms’ websites and APIs for each brand for personal accounts and business accounts.

View information required by the CMA, which ranks how likely it is current account customers of the large brands would recommend them for personal service quality and business service quality

The tables below reproduce data that are publicly available on the reporting providers’ websites. 

Personal Current Accounts data

Business Current Accounts data

Download the data (XLSX)

Personal Current Accounts data

How quickly do the banks/building societies below open personal current accounts?

November 2019

Brand

Same day

Average days

99% days

Notes from firms' websites

B

83%

1

18

These figures are based on the time taken from our receiving all the information and documents we ask for set out at minimum documents and information required, in a case where we don’t need any further information or documents to open the account. "0 days” indicates same day service.The figures represent calendar days and may include weekends and bank holidays. With regards to the 99% measurement, in a situation where 100 customers opened an account and 98 were opened in 2 days, 1 opened in 5 days and 1 opened in 10 days, the 99% measurement would be 5 days.

Bank of Ireland

72%

1

6

These figures are based on the time taken from our receiving all the information and documents we ask for at https://www.bankofirelanduk.com/personal/current-account/clear-account/how-to-apply/ in a case where we don’t need any further information or documents to open the account.

Bank of Scotland

98%

0

1

These figures are based on the time taken from our receiving all the information and documents we ask for at https://www.bankofscotland.co.uk/accountopeningguide.html, in a case where we don’t need any further information or documents to open the account

Barclays

86%

1

8

These figures are based on the time taken from our receiving all the information and documents we ask for at https://www.barclays.co.uk/current-accounts/what-do-i-need-to-open-a-bank-account/, in a case where we don’t need any further information or documents to open the account.

Cahoot

N/A

N/A

N/A

Chelsea Building Society

N/A

N/A

N/A

Clydesdale Bank

88%

1

13

These figures are based on the time taken from our receiving all the information and documents we ask for set out at minimum documents and information required, in a case where we don’t need any further information or documents to open the account. “0 days” indicates same day service. The figures represent calendar days and may include weekends and bank holidays. With regards to the 99% measurement, in a situation where 100 customers opened an account and 98 were opened in 2 days, 1 opened in 5 days and 1 opened in 10 days, the 99% measurement would be 5 days.

The Co-operative Bank

0%

6

26

These figures are based on the time taken from when a customer has applied for an account, to when they receive their new account details; allowing them to make a deposit. These figures also include the time where we are waiting for some customers to return the information and documents we ask for. It does not include applications where we need additional information or documents from the customer to open the account.

Coventry Building Society

N/A

N/A

N/A

Danske Bank

17%

7

11

These figures are based on the time taken from our receiving all the information and documents we ask for at Become a Customer, in a case where we don’t need any further information or documents to open the account.

First Direct

0%

7

38

These figures are based on the time taken from our receiving all the information and documents we ask for in our Security Procedures Document, in a case where we don’t need any further information or documents to open the account.

First Trust Bank

85%

1

10

These figures are based on the time taken from our 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.

Halifax

97%

0

2

These figures are based on the time taken from our receiving all the information and documents we ask for at https://www.halifax.co.uk/accountopeningguide/, in a case where we don’t need any further information or documents to open the account.

HSBC UK

56%

1

12

These figures are based on the time taken from our receiving all the information and documents we ask for at https://www.hsbc.co.uk/1/PA_esf-ca-app-content/content/pws/content/personal/pdfs/help-us-to-identify-you.pdf, in a case where we don’t need any further information or documents to open the account.

Intelligent Finance

N/A

N/A

N/A

These figures are based on the time taken from when we first receive an application to open the account. Intelligent Finance no longer offers new current accounts.

Lloyds Bank

97%

0

2

These figures are based on the time taken from our receiving all the information and documents we ask for at https://www.lloydsbank.com/accountopeningguide.asp, in a case where we don’t need any further information or documents to open the account. All measurements are in calendar days and so include weekends and bank holidays. Account opening measurement starts when the customer has provided us with all of the documents and information we need and end when we notify the customer that their account is open and they can make deposits. All other measurements start from the point of account opening and end when the customer has received everything needed to access the service. The 99% of customers measurement indicates that 99% of customers will receive the relevant service within this time.

M&S Bank

10%

15

45

These figures are based on the time taken from our receiving all the information and documents we ask for on our Keeping you safe page, in a case where we don’t need any further information or documents to open the account.

Metro Bank

95%

0

5

These figures are based on the time taken from our receiving all the information and documents we ask for at https://www.metrobankonline.co.uk/bank-accounts/i-want-some-information-about/what-i-need-to-open-a-personal-account/, in a case where we don’t need any further information or documents to open the account. We are reporting the standard process for personal account opening with data from stores. As a stores-based organisation we open the majority of accounts this way. We also open some accounts via a central team which undertakes the work using the same process, but where an additional 1-2 days may be incurred while application documents are transferred.

Monzo Bank

95%

1

11

These figures are based on the time from when we first receive an application to open the account.

Nationwide Building Society

100%

0

0

NatWest

0%

1

1

These figures are based on the time taken from our receiving all the information and documents we ask for at personal.natwest.com/personal/current-accounts/what-do-you-need-to-open-a-current-account.html, in a case where we don’t need any further information or documents to open the account.

Royal Bank of Scotland

0%

1

1

These figures are based on the time taken from our receiving all the information and documents we ask for at personal.rbs.co.uk/personal/current-accounts/what-do-you-need-to-open-a-current-account.html, in a case where we don’t need any further information or documents to open the account.

Santander

82%

0

6

These figures are based on the time taken from receiving all the information and documents we ask for at https://www.santander.co.uk/csdlvlr/BlobServer?blobcol=urldata&blobheader=application%2Fpdf&blobheadername1=Content-Disposition&blobheadervalue1=inline%3Bfilename%3DCustomer+Identification+Requirements+do-ec-368.pdf&blobkey=id&blobtable=MungoBlobs&blobwhere=1314025554694&ssbinary=true, in a case where we don't need any further information or documents to open the account.

Smile

0%

5

32

These figures are based on the time taken from when a customer has applied for an account, to when they receive their new account details; allowing them to make a deposit.These figures also include the time where we are waiting for some customers to return the information and documents we ask for. It does not include applications where we need additional information or documents from the customer to open the account.

Starling Bank

100%

1

1

Tesco Bank

0%

7

7

These figures are based on the time taken from our receiving all the information and documents we ask for at https://yourcommunity.tescobank.com/t5/Current-Accounts/What-information-do-I-need-to-open-a-current-account/ta-p/665, and where we don't need any further information or documents to open the account. Customers can only start paying into their account once the debit card has been received and activated. This takes on average 7 days.

TSB

93%

0

3

These figures are based on the time taken from our receiving all the information and documents we ask for at Personal Account FAQs page, in a case where we don’t need any further information or documents to open the account.

Ulster Bank

0%

3

5

These figures are based on the time taken from our receiving all the information and documents we ask for at digital.ulsterbank.co.uk/personal/what-you-need-to-open-an-account.html, in a case where we don’t need any further information or documents to open the account.

Virgin Money

N/A

N/A

N/A

These figures are based on the time taken from our receiving all the information and documents we ask for at https://uk.virginmoney.com/virgin/current-account/essential-current-account.jsp, in a case where we don’t need any further information or documents to open the account.

Yorkshire Bank

84%

1

17

These figures are based on the time taken from our receiving all the information and documents we ask for set out at minimum documents and information required, in a case where we don’t need any further information or documents to open the account. These figures reflect the time taken to generate a working account number for a customer and include the time taken by the customer to complete and return all relevant documentation. “0 days” indicates same day service.The figures represent calendar days and may include weekends and bank holidays.With regards to the 99% measurement, in a situation where 100 customers opened an account and 98 were opened in 2 days, 1 opened in 5 days and 1 opened in 10 days, the 99% measurement would be 5 days.

Yorkshire Building Society

N/A

N/A

N/A

How quickly do the banks/building societies below give personal current account customers a debit card?

November 2019

Brand

Same day

Average days

99% days

Notes from firms' websites

B

0%

4

7

These figures reflect the time taken until the debit card and PIN (where relevant) have been received by the customer in the post.

Bank of Ireland

0%

10

38

Bank of Scotland

0%

5

7

Barclays

0%

4

8

This is how long it takes to receive a debit card and a PIN (Personal Identification Number) so you can make cash withdrawals and payments.The time taken includes an allowance for delivery by first class post.

Cahoot

N/A

N/A

N/A

Chelsea Building Society

N/A

N/A

N/A

Clydesdale Bank

0%

4

6

These figures reflect the time taken until the debit card and PIN (where relevant) have been received by the customer in the post.

The Co-operative Bank

0%

4

7

Coventry Building Society

N/A

N/A

N/A

Danske Bank

43%

4

29

First Direct

0%

6

9

First Trust Bank

0%

7

16

Halifax

0%

5

7

HSBC UK

0%

6

19

Intelligent Finance

N/A

N/A

N/A

Lloyds Bank

0%

5

7

M&S Bank

0%

6

15

Metro Bank

78%

1

7

We offer ability to collect in-store and via post. Personal collection from store is generally preferred by our customers.

Monzo Bank

0%

3

16

Nationwide Building Society

0%

8

12

NatWest

0%

3

5

These figures are calculated from when a customer has an account number and can pay into the account to the point when the service is received.

Royal Bank of Scotland

0%

3

4

These figures are calculated from when a customer has an account number and can pay into the account to the point when the service is received.

Santander

0%

7

7

This is the length of time that 99% of our customers had their account opened/ received their debit card/ got internet banking/ received an overdraft.

Smile

0%

4

7

Starling Bank

0%

3

5

Tesco Bank

100%

0

0

In order to open a current account and start paying into the account your debit card must be activated first. The card will therefore be received before the account is open. You can activate the card on the same day it is received.

TSB

0%

7

7

Ulster Bank

0%

8

8

These figures are calculated from when a customer has an account number and can pay into the account to the point when the service is received.

Virgin Money

N/A

N/A

N/A

Yorkshire Bank

0%

4

6

These figures reflect the time taken until the debit card and PIN (where relevant) have been received by the customer in the post.

Yorkshire Building Society

N/A

N/A

N/A

How quickly are personal current account customers given access to internet banking?

November 2019

Brand

Same day

Average days

99% days

Notes from firms' websites

B

100%

0

0

These figures reflect the time taken to enable internet banking for a customer who requested it on the day of account opening. Time taken is until all information and devices needed to use internet banking have been issued, and may include the time taken by the customer to complete and return relevant documentation.

Bank of Ireland

0%

6

8

Bank of Scotland

50%

1

4

Barclays

0%

4

6

This is the time taken to get access to Barclays Online Banking including receiving the security device (‘PINsentry’) to enable you to make secure online payments.You also need a debit card and PIN to be able to operate the PINsentry device.You can also register separately for the Barclays Mobile Banking app.

Cahoot

N/A

N/A

N/A

Chelsea Building Society

N/A

N/A

N/A

Clydesdale Bank

100%

0

0

These figures reflect the time taken to enable internet banking for a customer who requested it on the day of account opening. Time taken is until all information and devices needed to use internet banking have been issued, and may include the time taken by the customer to complete and return relevant documentation.

The Co-operative Bank

29%

4

15

You can register for internet banking once your account is open. These figures are based on the time taken from when you have registered to when you receive a card reader in the post; allowing you to make payments through internet banking.

Coventry Building Society

N/A

N/A

N/A

Danske Bank

48%

3

33

First Direct

0%

6

7

First Trust Bank

0%

12

57

Halifax

23%

2

5

HSBC UK

56%

2

7

Intelligent Finance

N/A

N/A

N/A

Lloyds Bank

34%

2

4

M&S Bank

0%

9

9

Metro Bank

100%

0

0

Monzo Bank

100%

0

0

Nationwide Building Society

0%

8

14

NatWest

0%

8

8

These figures are calculated from when a customer has an account number and can pay into the account to the point when the serviceis received.Internet Banking is when you can access all the services to enable you to set up payees and make payments which requires a card readerfor additional payment security. When you first log-in to Internet Banking, you can undertake some activities including viewing accountbalances, transferring money between your own accounts, initiate some payments to a list of preferred suppliers and download statements.Our 8 day average figure is based on our full Internet Banking service and is dependent on you holding a working account number andrequesting a card reader on the same day that you have registered for Internet Banking.

Royal Bank of Scotland

0%

8

8

These figures are calculated from when a customer has an account number and can pay into the account to the point when the serviceis received.Internet Banking is when you can access all the services to enable you to set up payees and make payments which requires a card readerfor additional payment security. When you first log-in to Internet Banking, you can undertake some activities including viewing accountbalances, transferring money between your own accounts, initiate some payments to a list of preferred suppliers and download statements.Our 8 day average figure is based on our full Internet Banking service and is dependent on you holding a working account number andrequesting a card reader on the same day that you have registered for Internet Banking.

Santander

0%

7

9

Smile

31%

4

15

You can register for internet banking once your account is open. These figures are based on the time taken from when you have registered to when you receive a card reader in the post; allowing you to make payments through internet banking.

Starling Bank

N/A

N/A

N/A

Tesco Bank

100%

0

0

As soon as your current account has been opened and you have activated your debit card you are able to access internet banking immediately.

TSB

95%

0

4

In order to open a current account and start paying into the account your debit card must be activated first. The card will therefore be received before the account is open. You can activate the card on the same day it is received.

Ulster Bank

100%

0

0

Virgin Money

N/A

N/A

N/A

Yorkshire Bank

100%

0

0

These figures reflect the time taken to enable internet banking for a customer who requested it on the day of account opening. Time taken is until all information and devices needed to use internet banking have been issued, and may include the time taken by the customer to complete and return relevant documentation.

Yorkshire Building Society

N/A

N/A

N/A

How quickly is a personal current account overdraft available?

November 2019

Brand

Same day

Average days

99% days

Notes from firms' websites

B

0%

7

29

These figures reflect the time taken where a customer requests an overdraft as part of an application to open an account, up to when funds are available to withdraw and may include the time taken by customers to provide relevant documentation.

Bank of Ireland

0%

6

15

Bank of Scotland

100%

0

0

Barclays

31%

8

56

This is the time taken to agree and make available an arranged overdraft to a customer who asks for one on the same day that they open their first personal current account with us.Applications can be agreed within 24 hours; however, as a responsible lender, we may need to ask for more information, in which case it takes longer (e.g. because of the additional time taken for communication between the bank and the customer). As the volume of applications is relatively small, a few delayed applications can significantly impact the metrics presented.

Cahoot

N/A

N/A

N/A

Chelsea Building Society

N/A

N/A

N/A

Clydesdale Bank

0%

5

9

These figures reflect the time taken where a customer requests an overdraft as part of an application to open an account, up to when funds are available to withdraw and may include the time taken by customers to provide relevant documentation.

The Co-operative Bank

100%

0

0

If you apply for an overdraft at account application and we agree to the overdraft, it will be available as soon as your account is open.

Coventry Building Society

N/A

N/A

N/A

Danske Bank

38%

8

40

These figures reflect the time taken when the overdraft is requested as part of the application to open a new current account. Time taken is up to when funds are available to withdraw and may include time taken by customers to provide relevant documentation.

First Direct

99%

0

3

First Trust Bank

0%

11

11

First Trust Bank provides a range of borrowing options for personal customers. During the quarter, most applications for overdrafts were made outside of the account opening process and are not reflected in the above metrics.

Halifax

100%

0

0

HSBC UK

99%

0

0

Intelligent Finance

N/A

N/A

N/A

Lloyds Bank

100%

0

0

M&S Bank

100%

0

0

Metro Bank

100%

0

0

Monzo Bank

N/A

N/A

N/A

Customer can apply for an overdraft once an account is opened.

Nationwide Building Society

0%

3

6

NatWest

100%

0

0

These figures are calculated from when a customer has an account number and can pay into the account to the point when the service is received.

Royal Bank of Scotland

100%

0

0

These figures are calculated from when a customer has an account number and can pay into the account to the point when the service is received.

Santander

98%

0

5

This is the length of time that 99% of our customers had their account opened/ received their debit card/ got internet banking/ received an overdraft.

Smile

100%

0

0

If you apply for an account and we agree to open it, the overdraft will be available as soon as your account is open

Starling Bank

100%

1

1

Tesco Bank

100%

0

0

As soon as your current account has been opened and you have activated your debit card your overdraft is available immediately.

TSB

17%

3

6

Ulster Bank

100%

0

0

These figures are calculated from when a customer has an account number and can pay into the account to the point when the service is received.

Virgin Money

N/A

N/A

N/A

Yorkshire Bank

0%

5

14

These figures reflect the time taken where a customer requests an overdraft as part of an application to open an account, up to when funds are available to withdraw and may include the time taken by customers to provide relevant documentation.

Yorkshire Building Society

N/A

N/A

N/A

How quickly do the banks/building societies below replace lost, stolen or stopped debit cards for personal current account customers?

November 2019

Brand

Same day

Average days

99% days

Notes from firms' websites

B

0%

5

8

Bank of Ireland

0%

7

57

Bank of Scotland

0%

3

6

All measurements are in calendar days and so include weekends and bank holidays. Measurements start when the customer reports the card as lost, stolen or we stop the card for any other reason and a replacement card is requested. Measurements end when the customer has received their replacement debit card and, if applicable, their replacement PIN. The 99% of customers measurement indicates that 99% of customers will receive their debit card and, if applicable, their PIN within this time.

Barclays

20%

3

5

This is how long it takes to receive a replacement debit card (and, if necessary, a replacement PIN).The time taken includes an allowance for delivery by first class post.

Cahoot

0%

4

5

This is the length of time that 99% of our customers received their debit card.

Chelsea Building Society

N/A

N/A

N/A

Clydesdale Bank

0%

4

7

The Co-operative Bank

0%

4

7

Coventry Building Society

0%

6

36

Time taken is up to when the replacement debit card has been issued, and may include time taken by customers to contact the firm after their card has been stopped.

Danske Bank

0%

5

52

All measurements are in calendar days and so include weekends and bank holidays.

First Direct

0%

3

6

The above time taken is up to when the replacement debit card has been issued, and may include time taken by customers to contact the firm after their card has been stopped.

First Trust Bank

0%

5

26

The above time taken is up to when the replacement debit card has been issued, and may include time taken by customers to contact the firm after their card has been stopped.

Halifax

0%

3

6

Measurements start when the customer reports the card as lost, stolen or we stop the card for any other reason and a replacement card is requested. Measurements end when the customer has received their replacement debit card and, if applicable, their replacement PIN.

HSBC UK

0%

3

6

Intelligent Finance

0%

3

6

Measurements start when the customer reports the card as lost, stolen or we stop the card for any other reason and a replacement card is requested. Measurements end when the customer has received their replacement debit card and, if applicable, their replacement PIN.

Lloyds Bank

0%

3

6

Measurements start when the customer reports the card as lost, stolen or we stop the card for any other reason and a replacement card is requested. Measurements end when the customer has received their replacement debit card and, if applicable, their replacement PIN.

M&S Bank

0%

3

6

Metro Bank

94%

0

4

Monzo Bank

0%

2

7

Nationwide Building Society

0%

6

9

NatWest

0%

4

16

Royal Bank of Scotland

0%

4

15

Santander

0%

4

5

Smile

0%

4

7

Starling Bank

0%

4

5

Tesco Bank

0%

6

6

TSB

0%

7

7

Ulster Bank

0%

4

18

Virgin Money

0%

5

7

Yorkshire Bank

0%

4

7

Yorkshire Building Society

N/A

N/A

N/A

Information about personal current accounts operational and security incidents in the months between 1 July 2019 and 30 September 2019. Adding up across the different payment channels or for different brands and firms would overstate the number of incidents. An incident that impacts more than one part of a business (Telephone, Mobile, Internet Banking) will only count as one reportable incident in the total column. The total column can include incidents that did not affect a customer payment channel. See interpreting the data for more information.

*Key: No group 0, Co-Op 1, CYBG 2, HSBC 3, LBG 4, RBSG 5, Santander UK 6, Yorkshire Building Society Group 7. 

November 2019

Brand

Group*

Total number of incidents reported

Incidents affecting telephone banking

Incidents affecting mobile banking

Incidents affecting internet banking

Notes from firms' websites

B

2

1

1

1

1

Bank of Ireland

0

3

0

0

0

Bank of Scotland

4

2

2

2

2

These numbers represent incidents affecting Bank of Scotland personal current account holders as well as Halifax, Intelligence Finance and St Jame's Place Bank personal current account holders and Bank of Scotland business current account holders.

Barclays

0

0

0

0

0

Cahoot

6

1

1

1

1

These numbers are the total number of incidents reported by Cahoot personal current accounts.

Chelsea Building Society

7

2

0

0

1

Clydesdale Bank

2

1

1

1

1

The Co-operative Bank

1

1

0

1

1

Please note: The number of incidents shown affecting telephone, mobile and internet banking may not add up to the total number of incidents reported to the Financial Conduct Authority. This is because an incident may not affect any of or all of our services.

Coventry Building Society

0

0

0

0

0

Danske Bank

0

1

0

0

0

First Direct

3

5

0

0

1

This data is reported for HSBC Bank Plc as a firm for the period 1 April 2018 - 30 June 2018, and HSBC UK Bank Plc from 1 July 2018. Not all incidents will have impacted first direct personal current account customers.In some cases an incident may not have impacted any of the above service categories or in some cases may have impacted more than one category e.g. both telephone banking and internet banking.

First Trust Bank

0

1

0

0

1

Halifax

4

2

2

2

2

These numbers represent incidents affecting Bank of Scotland personal current account holders as well as Halifax, Intelligence Finance and St Jame's Place Bank personal current account holders and Bank of Scotland business current account holders.

HSBC UK

3

5

0

0

1

This data is reported for HSBC UK Bank Plc from April 1 2019 to 30 June 2019 . Not all incidents will have impacted HSBC UK personal current account customers.In some cases an incident may not have impacted any of the above service categories or in some cases may have impacted more than one category e.g. both telephone banking and internet banking.

Intelligent Finance

4

2

2

2

2

These numbers represent incidents affecting Bank of Scotland personal current account holders as well as Halifax, Intelligence Finance and St Jame's Place Bank personal current account holders and Bank of Scotland business current account holders.

Lloyds Bank

4

2

2

2

2

These numbers represent incidents affecting Lloyds Bank personal current account holders as well as business current account holders.

M&S Bank

3

0

0

0

0

Metro Bank

0

1

0

1

0

Monzo Bank

0

2

N/A

1

0

Nationwide Building Society

0

1

0

0

0

NatWest

5

3

0

1

2

These numbers include incidents that impact other members of the Royal Bank of Scotland Group plc.

Royal Bank of Scotland

5

3

0

1

2

These numbers include incidents that impact other members of the Royal Bank of Scotland Group plc.

Santander

6

2

1

2

2

Smile

1

1

0

1

1

Please note: The number of incidents shown affecting telephone, mobile and internet banking may not add up to the total number of incidents reported to the Financial Conduct Authority. This is because an incident may not affect any of or all of our services.

Starling Bank

0

0

N/A

0

N/A

Tesco Bank

0

2

1

2

2

TSB

0

0

0

0

0

Ulster Bank

5

3

0

1

2

These numbers include incidents that impact other members of the Royal Bank of Scotland Group plc.

Virgin Money

2

6

0

2

1

Yorkshire Bank

2

1

1

1

1

Yorkshire Building Society

7

2

0

0

1

Information about personal current accounts operational and security incidents in the 12 months between 1 October 2018 to 30 September 2019. Adding up across the different payment channels or for different brands and firms would overstate the number of incidents. An incident that impacts more than one part of a business (Telephone, Mobile, Internet Banking) will only count as one reportable incident in the total column. The total column can include incidents that did not affect a customer payment channel. See interpreting the data for more information.

*Key: No group 0, Co-Op 1, CYBG 2, HSBC 3, LBG 4, RBSG 5, Santander UK 6 

November 2019

Brand

Group*

Total number of incidents reported

Incidents affecting telephone banking

Incidents affecting mobile banking

Incidents affecting internet banking

Notes from firms' websites

B

2

2

2

2

2

Bank of Ireland

0

7

0

0

1

Bank of Scotland

4

10

9

9

9

These numbers represent incidents affecting Bank of Scotland personal current account holders as well as Halifax, Intelligence Finance and St Jame's Place Bank personal current account holders and Bank of Scotland business current account holders.

Barclays

0

17

4

2

15

Cahoot

6

14

12

8

8

These numbers are the total number of incidents reported by Cahoot personal current accounts.

Chelsea Building Society

0

6

0

0

1

Clydesdale Bank

2

2

2

2

2

The Co-operative Bank

1

5

2

5

3

Please note: The number of incidents shown affecting telephone, mobile and internet banking may not add up to the total number of incidents reported to the Financial Conduct Authority. This is because an incident may not affect any of or all of our services.

Coventry Building Society

0

3

0

0

0

Dates marked as between 1 Apr 2018 to 3 Mar 2019.

Danske Bank

0

5

0

1

1

First Direct

3

15

1

3

4

This data is reported for HSBC Bank Plc as a firm for the period 1 April 2018 - 30 June 2018, and HSBC UK Bank Plc from 1 July 2018. Not all incidents will have impacted first direct personal current account customers.In some cases an incident may not have impacted any of the above service categories or in some cases may have impacted more than one category e.g. both telephone banking and internet banking.

First Trust Bank

0

8

0

0

3

Halifax

4

10

9

9

9

These numbers represent incidents affecting Bank of Scotland personal current account holders as well as Halifax, Intelligence Finance and St Jame's Place Bank personal current account holders and Bank of Scotland business current account holders.

HSBC UK

3

15

1

3

4

This data is reported for HSBC UK Bank Plc from 1 July 2018 to 30 June 2019 . Not all incidents will have impacted HSBC UK personal current account customers.

Intelligent Finance

4

10

9

9

9

These numbers represent incidents affecting Bank of Scotland personal current account holders as well as Halifax, Intelligence Finance and St Jame's Place Bank personal current account holders and Bank of Scotland business current account holders.

Lloyds Bank

4

13

9

10

11

These numbers represent incidents affecting Lloyds Bank personal current account holders as well as business current account holders.

M&S Bank

3

0

0

0

0

Metro Bank

0

8

0

3

0

Monzo Bank

0

3

N/A

1

0

Nationwide Building Society

0

4

0

1

1

NatWest

5

14

1

5

6

These numbers include incidents that impact other members of the Royal Bank of Scotland Group plc.

Royal Bank of Scotland

5

18

0

2

3

These numbers include incidents that impact other members of the Royal Bank of Scotland Group plc.

Santander

6

18

16

12

12

Smile

1

5

2

5

3

Please note: The number of incidents shown affecting telephone, mobile and internet banking may not add up to the total number of incidents reported to the Financial Conduct Authority. This is because an incident may not affect any of or all of our services.

Starling Bank

0

0

N/A

0

N/A

Tesco Bank

0

16

5

8

13

TSB

0

6

2

4

5

Ulster Bank

5

11

0

2

3

These numbers include incidents that impact other members of the Royal Bank of Scotland Group plc.

Virgin Money

2

11

1

2

1

Yorkshire Bank

2

2

2

2

2

Yorkshire Building Society

0

6

0

0

1

Business Current Accounts data

How quickly do the banks/building societies below open business current accounts?

November 2019

Brand

Same day

Average days

99% days

Notes from firms' websites

AIB

0%

12

40

Bank of Ireland

4%

9

44

Bank of Scotland

5%

3

22

Barclays

0%

13

63

Cater Allen Private Bank

98%

0

1

These figures are based on the time taken from our receiving all the information and documents we ask for at https://www.caterallen.co.uk/media/1004/customer-identification-requirements.pdf, in a case where we don't need any further information or documents to open the account. This is the length of time that 99% of our customers had their account opened/received their debit card/got internet banking.

Clydesdale Bank

37%

8

80

The Co-operative Bank

0%

11

39

Danske Bank

0%

3

4

First Trust Bank

2%

5

31

Handelsbanken

0%

31

172

HSBC UK

0%

11

30

Lloyds Bank

6%

3

24

Metro Bank

60%

1

12

NatWest

61%

0

12

These figures are based on the time taken from our receiving all the information and documents we ask for at www.business-account-opening-guide.ukfinance.org.uk, in a case where we don't need any further information or documents to open the account.

Royal Bank of Scotland

60%

0

11

These figures are based on the time taken from our receiving all the information and documents we ask for at www.business-account-opening-guide.ukfinance.org.uk, in a case where we don't need any further information or documents to open the account.

Santander

70%

2

38

Starling Bank

N/A

N/A

N/A

TSB

29%

3

41

Ulster Bank

63%

0

13

Yorkshire Bank

35%

8

75

How quickly do the banks/building societies below give business current account customers a debit card?  

November 2019

Brand

Same day

Average days

99% days

Notes from firms' websites

AIB

0%

22

84

Bank of Ireland

0%

14

55

Bank of Scotland

1%

5

11

Barclays

0%

4

8

This is how long it takes to receive a debit card and a PIN (Personal Identification Number) so you can make cash withdrawals and payments. The time taken includes an allowance for delivery by first class post.

Cater Allen Private Bank

0%

7

7

This is the length of time that 99% of our customers had their account opened/received their debit card/got internet banking.

Clydesdale Bank

0%

7

53

These figures reflect the time taken until the debit card and PIN (where relevant) have been received by the customer in the post.

The Co-operative Bank

0%

4

7

Danske Bank

0%

4

15

We are currently enhancing our account opening process. As a result these figures are based on one months data, rather than a full quarter.

First Trust Bank

0%

12

121

Handelsbanken

0%

6

20

HSBC UK

0%

3

3

Lloyds Bank

1%

5

7

Metro Bank

52%

3

54

NatWest

0%

3

5

These figures are calculated from when a customer has an account number and can pay into the account to the point when the service is received.

Royal Bank of Scotland

0%

3

5

These figures are calculated from when a customer has an account number and can pay into the account to the point when the service is received.

Santander

0%

7

10

This is the length of time that 99% of our customers had their account opened/ received their debit card/ got internet banking/ received an overdraft.

Starling Bank

N/A

N/A

N/A

TSB

0%

7

7

Ulster Bank

0%

3

5

These figures are calculated from when a customer has an account number and can pay into the account to the point when the service is received.

Yorkshire Bank

0%

7

54

These figures reflect the time taken until the debit card and PIN (where relevant) have been received by the customer in the post.

How quickly are business current account customers given access to internet banking?

November 2019

Brand

Same day

Average days

99% days

Notes from firms' websites

AIB

0%

33

118

The above figure includes both online banking (available to some business customers) and iBB (available to all business customers).

Bank of Ireland

1%

5

21

Applies to 365 Digital and Phone Banking.

Bank of Scotland

0%

5

13

Barclays

0%

5

8

Cater Allen Private Bank

0%

5

6

This is the length of time that 99% of our customers had their account opened/received their debit card/got internet banking.

Clydesdale Bank

63%

6

71

These figures reflect the time taken to enable internet banking for a customer who requested it on the day of account opening. Time taken is until all information and devices needed to use internet banking have been issued, and may include the time taken by the customer to complete and return relevant documentation

The Co-operative Bank

0%

9

29

These figures are based on the time taken from account opening to when you receive a token in the post; allowing you to make payments through internet banking. This is only applicable for Business Online Banking.

Danske Bank

0%

7

27

We are currently enhancing our account opening process. As a result these figures are based on one months data, rather than a full quarter.

First Trust Bank

0%

33

162

The above figure includes both online banking (available to some business customers) and iBB (available to all business customers).

Handelsbanken

0%

5

28

HSBC UK

0%

5

5

Lloyds Bank

1%

5

17

Metro Bank

97%

1

43

NatWest

0%

15

15

These figures are calculated from when a customer has an account number and can pay into the account to the point when the service is received. Internet Banking is when you can access all the services to enable you to set up payees and make payments which requires a card reader for additional payment security. When you first log-in to Internet Banking, you can undertake some activities including viewing account balances, transferring money between your own accounts, initiate some payments to a list of preferred suppliers and download statements. Our 15 day average figure is based on our full Internet Banking service and is dependent on you holding a working account number and requesting a card reader on the same day that you have registered for Internet Banking.

Royal Bank of Scotland

0%

15

15

These figures are calculated from when a customer has an account number and can pay into the account to the point when the service is received. Internet Banking is when you can access all the services to enable you to set up payees and make payments which requires a card reader for additional payment security. When you first log-in to Internet Banking, you can undertake some activities including viewing account balances, transferring money between your own accounts, initiate some payments to a list of preferred suppliers and download statements. Our 15 day average figure is based on our full Internet Banking service and is dependent on you holding a working account number and requesting a card reader on the same day that you have registered for Internet Banking.

Santander

0%

5

6

This is the length of time that 99% of our customers had their account opened/ received their debit card/ got internet banking/ received an overdraft.

Starling Bank

N/A

N/A

N/A

TSB

89%

1

39

Ulster Bank

0%

15

15

These figures are calculated from when a customer has an account number and can pay into the account to the point when the service is received. Internet Banking is when you can access all the services to enable you to set up payees and make payments which requires a card reader for additional payment security. When you first log-in to Internet Banking, you can undertake some activities including viewing account balances, transferring money between your own accounts, initiate some payments to a list of preferred suppliers and download statements. Our 15 day average figure is based on our full Internet Banking service and is dependent on you holding a working account number and requesting a card reader on the same day that you have registered for Internet Banking.

Yorkshire Bank

62%

5

77

These figures reflect the time taken to enable internet banking for a customer who requested it on the day of account opening. Time taken is until all information and devices needed to use internet banking have been issued, and may include the time taken by the customer to complete and return relevant documentation.

How quickly is an overdraft available for business current account customers?

November 2019

Brand

Same day

Average days

99% days

Notes from firms' websites

AIB

0%

0

0

Allied Irish Bank (GB) support commercial and corporate customers across a range of sectors, offering a range of products to meet their needs. During the quarter, none of our business customers who were in scope requested an Overdraft as part of the account opening process. We are therefore unable to display any timescales for this section on this occasion.

Bank of Ireland

0%

25

26

These figures reflect the time taken from when the overdraft is requested as part of the current account application to when funds are available to withdraw including time taken by customers to sign and return overdraft offer documentation.

Bank of Scotland

N/A

N/A

N/A

If a need for an overdraft is identified during the business current account opening process this will be progressed as a separate application, therefore not in scope of this measure.

Barclays

N/A

N/A

N/A

When a new customer requests a business current account, we’ll discuss their likely banking requirements with them. If there is a requirement for an overdraft, this will be progressed as a separate application after the account has been opened and, as a result, is not in-scope for this measure

Cater Allen Private Bank

N/A

N/A

N/A

Cater Allen does not currently offer overdrafts.

Clydesdale Bank

N/A

N/A

N/A

Business overdrafts are currently arranged outside of the account opening process.

The Co-operative Bank

N/A

N/A

N/A

The option to apply for a business overdraft does not form part of the business current account application process. If you want to apply for a business overdraft you can tell us as part of your application and we will contact you with details of how to apply. You can also apply for a business overdraft (subject to status) at any time after your business current account has been opened.

Danske Bank

0%

20

28

These figures reflect the time taken when the overdraft is requested as part of the application to open a new current account. Time taken is up to when funds are available to withdraw and may include time taken by customers to provide relevant documentation. We are currently enhancing our account opening process. As a result these figures are based on one months data, rather than a full quarter.

First Trust Bank

0%

42

45

Handelsbanken

0%

56

175

HSBC UK

98%

0

0

Lloyds Bank

N/A

N/A

N/A

If a need for an overdraft is identified during the business current account opening process this will be progressed as a separate application, therefore not in scope of this measure.

Metro Bank

0%

27

34

NatWest

100%

0

0

These figures are calculated from when a customer has an account number and can pay into the account to the point when the service is received.

Royal Bank of Scotland

N/A

N/A

N/A

These figures are calculated from when a customer has an account number and can pay into the account to the point when the service is received. No overdrafrs provided this period.

Santander

6%

3

14

This is the length of time that 99% of our customers had their account opened/ received their debit card/ got internet banking/ received an overdraft.

Starling Bank

100%

1

1

TSB

0%

8

33

Ulster Bank

N/A

N/A

N/A

These figures are calculated from when the customer has an account number and can pay into the account to the point that the service is received. No overdrafts provided this period.

Yorkshire Bank

N/A

N/A

N/A

Business overdrafts are currently arranged outside of the account opening process.

How quickly do the banks/building societies below replace lost, stolen or stopped debit cards for business current account customers?

November 2019

Brand

Same day

Average days

99% days

Notes from firms' websites

AIB

0%

6

22

The above time taken is up to when the replacement debit card has been issued, and may include time taken by customers to contact the firm after their card has been stopped.

Bank of Ireland

0%

9

56

Bank of Scotland

0%

3

6

All measurements are in calendar days and so include weekends and bank holidays. Measurements start when the customer reports the card as lost, stolen or we stop the card for any other reason and a replacement card is requested. Measurements end when the customer has received their replacement debit card and, if applicable, their replacement PIN. The 99% of customers measurement indicates that 99% of customers will receive their debit card and, if applicable, their PIN within this time.

Barclays

2%

2

4

This is how long it takes to receive a replacement debit card (and, if necessary, a replacement PIN). The time taken includes an allowance for delivery by first class post.

Cater Allen Private Bank

0%

8

16

This is the length of time that 99% of our customers received their debit card.

Clydesdale Bank

0%

4

7

The Co-operative Bank

0%

4

7

Danske Bank

0%

2

2

First Trust Bank

0%

5

22

The above time taken is up to when the replacement debit card has been issued, and may include time taken by customers to contact the firm after their card has been stopped.

Handelsbanken

0%

5

5

HSBC UK

0%

3

3

Lloyds Bank

0%

3

6

All measurements are in calendar days and so include weekends and bank holidays. Measurements start when the customer reports the card as lost, stolen or we stop the card for any other reason and a replacement card is requested. Measurements end when the customer has received their replacement debit card and, if applicable, their replacement PIN. The 99% of customers measurement indicates that 99% of customers will receive their debit card and, if applicable, their PIN within this time.

Metro Bank

88%

0

4

NatWest

0%

4

18

Royal Bank of Scotland

0%

4

15

Santander

0%

4

5

This is the length of time that 99% of our customers received their debit card.

Starling Bank

0%

3

5

TSB

0%

7

7

Ulster Bank

0%

4

18

Yorkshire Bank

0%

4

9

Information about operational and security incidents for Business Current Accounts in the 3 months between 1 July 2019 and 30 September 2019. Adding up across the different payment channels or for different brands and firms would overstate the number of incidents. An incident that impacts more than one part of a business (Telephone, Mobile, Internet Banking) will only count as one reportable incident in the total column. The total column can include incidents did not affect a customer payment channel. See interpreting the data for more information.

*Key: No group 0, Co-Op 1, CYBG 2, HSBC 3, LBG 4, RBSG 5, Santander UK 6, AIB Group 7

November 2019

Brand

Group*

Total number of incidents reported

Incidents affecting telephone banking

Incidents affecting mobile banking

Incidents affecting internet banking

Notes from firms' websites

AIB

7

1

0

0

1

Bank of Ireland

0

3

0

0

0

Bank of Scotland

4

2

2

2

2

These numbers represent incidents affecting Bank of Scotland business current account holders as well as Bank of Scotland, Halifax, Intelligent Finance and St James’s Place Bank personal current account holders.

Barclays

0

0

0

0

0

Cater Allen Private Bank

0

1

1

0

1

Clydesdale Bank

2

1

1

1

1

The Co-operative Bank

1

0

0

0

0

Please note: The number of incidents shown affecting telephone, mobile and internet banking may not add up to the total number of incidents reported to the Financial Conduct Authority. This is because an incident may not affect any of or all of our services.

Danske Bank

0

1

0

0

0

First Trust Bank

7

1

0

0

1

Handelsbanken

0

1

0

1

0

Please note, the figures in the table relate to Handelsbanken plc, which was created on 1 December 2018.

HSBC UK

3

5

1

1

1

This data is reported for HSBC Bank Plc as a firm for the period 1 April 2018 - 30 June 2018, and HSBC UK Bank Plc from 1 July 2018. Not all incidents will have impacted HSBC UK business current account customers.

Lloyds Bank

4

2

2

2

2

These numbers represent incidents affecting Lloyds Bank business current account holders as well as personal current account holders.

Metro Bank

0

1

0

1

0

NatWest

5

8

0

0

5

These numbers include incidents that impact other members of the Royal Bank of Scotland Group plc.

Royal Bank of Scotland

5

7

0

0

4

These numbers include incidents that impact other members of the Royal Bank of Scotland Group plc.

Santander

6

2

1

2

2

The numbers shown are the total number of incidents reported by Santander business current accounts.

Starling Bank

0

0

N/A

0

N/A

TSB

0

0

0

0

0

Ulster Bank

5

4

0

0

2

These numbers include incidents that impact other members of the Royal Bank of Scotland Group plc.

Yorkshire Bank

2

1

1

1

1

Information about operational and security incidents for Business Current Accounts in the 12 months between 1 October 2018 to 30 September 2019. Adding up across the different payment channels or for different brands and firms would overstate the number of incidents. An incident that impacts more than one part of a business (Telephone, Mobile, Internet Banking) will only count as one reportable incident in the total column. The total column can include incidents that did not affect a customer payment channel. See interpreting the data for more information.

*Key: No group 0, Co-Op 1, CYBG 2, HSBC 3, LBG 4, RBSG 5, Santander UK 6, AIB Group 7

November 2019

Brand

Group*

Total number of incidents reported

Incidents affecting telephone banking

Incidents affecting mobile banking

Incidents affecting internet banking

Notes from firms' websites

AIB

7

8

0

0

3

Bank of Ireland

0

7

0

0

1

Bank of Scotland

0

10

9

9

9

These numbers represent incidents affecting Bank of Scotland business current account holders as well as Bank of Scotland, Halifax, Intelligent Finance and St James’s Place Bank personal current account holders.

Barclays

0

17

4

2

15

Cater Allen Private Bank

0

1

1

0

1

Clydesdale Bank

2

2

2

2

2

The Co-operative Bank

1

0

0

0

0

Please note: The number of incidents shown affecting telephone, mobile and internet banking may not add up to the total number of incidents reported to the Financial Conduct Authority. This is because an incident may not affect any of or all of our services.

Danske Bank

0

5

0

1

1

First Trust Bank

7

8

0

0

3

Handelsbanken

0

8

0

1

1

Please note, the figures in the table relate to Handelsbanken plc, which was created on 1 December 2018.

HSBC UK

3

14

3

4

4

This data is reported for HSBC Bank Plc as a firm for the period 1 April 2018 - 30 June 2018, and HSBC UK Bank Plc from 1 July 2018. Not all incidents will have impacted HSBC UK business current account customers.

Lloyds Bank

4

13

9

10

11

These numbers represent incidents affecting Lloyds Bank business current account holders as well as personal current account holders.

Metro Bank

0

8

0

2

0

NatWest

5

27

0

4

7

These numbers include incidents that impact other members of the Royal Bank of Scotland Group plc.

Royal Bank of Scotland

5

21

0

1

6

These numbers include incidents that impact other members of the Royal Bank of Scotland Group plc.

Santander

6

20

17

14

14

The numbers shown are the total number of incidents reported by Santander business current accounts.

Starling Bank

0

0

N/A

0

N/A

TSB

0

6

2

0

5

Ulster Bank

5

14

0

1

4

These numbers include incidents that impact other members of the Royal Bank of Scotland Group plc.

Yorkshire Bank

2

2

2

2

2

Tables of providers’ website links and API locations for information about current account services for each brand

Personal Current Accounts

Business Current Accounts 

Voluntary information about current account services