Service Quality Information for personal current accounts

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.

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

*A single incident that impacts more than one part of our business (Telephony, Mobile, Internet Banking) will only count as one reportable incident to the FCA. This means the total number of incidents reported to the FCA may be different to the sum of the incidents shown as impacting our telephone, mobile and internet services.

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 at http://www.lloydsbankinggroup.com/our-group/our-customers/page/

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 to Information about how to open a current account to find out how you can open an account, and what information and documents you need to give us to open an account.

How quickly do we open personal current accounts?

• We give customers an account number and enable them to start paying into the account:
• the same day, for 99% of customers;
• on average, in 0 days; and
• within 1 day for 99% of customers.

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/, in a case where we don’t need any further information or documents to open the account.

How quickly do we give customers a debit card?

Once an account is open, we give customers a debit card:

• the same day, for 0% of customers;
• on average, in 5 days; and
• within 8 days for 99% of customers.

How quickly do customers get internet banking?

Once an account is open, customers have internet banking:

• the same day, for 49% of customers;
• on average, in 1 day; and
• within 4 days for 99% of customers.

How quickly is an overdraft available?

Once an account is open, the overdraft is available:

• the same day, for 100% of customers;
• on average, in 0 days; and
• within 0 days for 99% of customers.

• 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.

How quickly do we replace debit cards which have been lost, stolen or stopped?

We replace debit cards:

• the same day, for 0% of customers;
• on average, in 3 days; and
• within 5 days for 99% of customers
  

• 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.

These reports will help you to see how we are performing in Open Banking. They set out data on our uptime, downtime, response and error rates. They are usually published quarterly, but the first report only covers two weeks.

• To find out more about what we offer and how we are doing it, take a look at our Open Banking pages.
• If you're more interested in the the technical side, take a look at the Open Banking Standard pages.