Service Quality Information for personal current accounts

The Financial Conduct Authority requires us to publish the following information about our personal current accounts.

  • The following times indicate only where you can speak to a trained individual; automated services are also available.

    How and when you can contact us to ask about the following things:

    how and when you can contact us for different things

    24 hour help?

    Telephone

    Internet banking

    Mobile banking

    24 hour help?

    Contact details

    Telephone

    Internet banking

    Call us on 
    0345 721 3141

    Mobile banking

    Download our mobile app for Apple or Android

    24 hour help?

    Checking the balance and accessing a transaction history

    Telephone

    x

    Internet banking

    Monday to Sunday
    7am to 11pm

    Mobile banking

    *Not possible

    **Not possible

    24 hour help?

    Sending money within the UK, including setting up a standing order

    Telephone

    x

    Internet banking

    Monday to Sunday
    7am to 11pm

    Mobile banking

    *Not possible

    **Not possible

    24 hour help?

    Sending money outside the UK

    Telephone

    x

    Internet banking

    Monday to Sunday
    7am to 11pm

    Mobile banking

    *Not possible

    **Not possible

    24 hour help?

    Paying in a cheque

    Telephone

    x

    Internet banking

    Monday to Sunday
    7am to 11pm

    Mobile banking

    Not possible

    **Not possible

    24 hour help?

    Cancelling a cheque

    Telephone

    x

    Internet banking

    Monday to Sunday
    7am to 11pm

    Mobile banking

    Not possible

    Not possible

    24 hour help?

    Cash withdrawal in a foreign currency outside the UK

    Telephone

    x

    Internet banking

    Monday to Sunday
    7am to 11pm

    Mobile banking

    Not possible

    Not possible

    24 hour help?

    A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds

    Telephone

    x

    Internet banking

    Monday to Sunday
    7am to 11pm

    Mobile banking

    Not possible

    Not possible

    24 hour help?

    A direct debit, or allowing someone to collect one or more payments from your account using your debit card number

    Telephone

    x

    Internet banking

    Monday to Sunday
    7am to 11pm

    Mobile banking

    Not possible

    Not possible

    24 hour help?

    Third party access to an account, for example under a power of attorney

    Telephone

    x

    Internet banking

    Monday to Sunday
    8am to 8pm (except Christmas Day)

    Mobile banking

    Not possible

    Not possible

    24 hour help?

    Problems using internet banking or mobile banking

    Telephone

    Internet banking

    0345 602 0000
    24 Hours Monday to Sunday

    Mobile banking

    *Not possible

    **Not possible

    24 hour help?

    Reporting a suspected fraudulent incident or transaction

    Telephone

    Internet banking

    0345 122 7801
    24 Hours Monday to Sunday

    Mobile banking

    Not possible

    Not possible

    24 hour help?

    Progress following an account suspension or card cancellation, e.g. following a fraud incident

    Telephone

    x

    Internet banking

    Monday to Sunday
    7am to 11pm

    Mobile banking

    Not possible

    Not possible

    24 hour help?

    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

    Telephone

    x

    Internet banking

    0345 721 3141
    Monday to Friday
    7am to 10pm
    Saturday and Sunday
    8am to 6pm

    Mobile banking

    Not possible

    Not possible

    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, or queries you can raise in one of our branches.

    *You can carry out this service by logging into your Internet Banking

    **You can carry out this service by logging into your Mobile Banking

    You can also visit one of our branches to discuss these matters or any others in relation to opening or servicing your account – you can find your local branch using our Branch Finder.

  • How and when you can use your bank account to do the following things:

    How and when you can use your bank account to do different things

    Telephone banking

    Internet banking

    Mobile banking

    Telephone banking

    Checking the balance

    Internet banking

    • *24 Hours Monday to Sunday

    Mobile banking

    • 24 Hours Monday to Sunday
    • 24 Hours Monday to Sunday

    Telephone banking

    Accessing a transaction history

    Internet banking

    • *24 Hours Monday to Sunday

    Mobile banking

    • 24 Hours Monday to Sunday
    • 24 Hours Monday to Sunday

    Telephone banking

    Sending money within the UK

    Internet banking

    • *24 Hours Monday to Sunday

    Mobile banking

    • 24 Hours Monday to Sunday
    • 24 Hours Monday to Sunday

    Telephone banking

    Setting up a standing order

    Internet banking

    *Monday to Sunday
    7am to 11pm

    Mobile banking

    • 24 Hours Monday to Sunday
    • 24 Hours Monday to Sunday

    Telephone banking

    Sending money outside the UK

    Internet banking

    *Monday to Friday
    8am to 10pm
    Saturday
    8am to 4pm

    Mobile banking

    • 24 Hours Monday to Sunday
    • 24 Hours Monday to Sunday

    Telephone banking

    Paying in a cheque

    Internet banking

    Not possible

    Mobile banking

    Not possible

    • 24 Hours Monday to Sunday

    Telephone banking

    Cancelling a cheque

    Internet banking

    *Monday to Sunday
    7am to 11pm

    Mobile banking

    Not possible

    Not possible

    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.

    *Appropriate verification required

    You can also visit one of our Branches to discuss these matters or any others in relation to opening or servicing your account – you can find your local Branch using our Branch Finder.

  • 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.

    information about operational and security incidents

    In the 3 months between 1 April 2019 and 30 June 2019

    In the 12 months between 1 July 2018 and 30 June 2019

    In the 3 months between 1 April 2019 and 30 June 2019

    *Total number of incidents reported

    In the 12 months between 1 July 2018 and 30 June 2019

    2

    19

    In the 3 months between 1 April 2019 and 30 June 2019

    Incidents affecting telephone banking

    In the 12 months between 1 July 2018 and 30 June 2019

    2

    15

    In the 3 months between 1 April 2019 and 30 June 2019

    Incidents affecting mobile banking

    In the 12 months between 1 July 2018 and 30 June 2019

    2

    10

    In the 3 months between 1 April 2019 and 30 June 2019

    Incidents affecting internet banking

    In the 12 months between 1 July 2018 and 30 June 2019

    2

    13

    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 98% 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 6 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 6 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.

     

  • Information about how to open a current account:

    To open any of our accounts, a new customer will need to provide us with the documents and information set out at out at our account opening guide. We may request additional information or documents in individual cases.

    You can open an account:

    information on how you can open an account

    without visiting a branch

    in some cases

    where a visit to a branch is required, without an appointment

    in some cases

    by sending us documents and information electronically

    in some cases

    by post

    no

The requirement to publish the Competition and Markets Authority independent service quality survey results for personal current accounts can be found here.

Survey results

Find out more about how we can support you when you need us.

Bank of Scotland plc. Registered in Scotland No. SC327000. Registered Office: The Mound, Edinburgh EH1 1YZ. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 169628.