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Service Quality Information for personal current accounts
The Financial Conduct Authority requires us to publish the following information about our personal current accounts.
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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
Lines are open 8am – 8pm, seven days a week.
Not all Telephone Banking services are available 24 hours a day, seven days a week.Mobile banking
24 hour help?
Checking the balance and accessing a transaction history
Telephone
x
Internet banking
24/7 for our automated service or 8am – 8pm Monday to Sunday to speak to an advisor
Mobile banking
*Not possible
**Not possible
24 hour help?
Sending money within the UK
Telephone
x
Internet banking
Monday to Sunday
8am – 8pmMobile banking
*Not possible
**Not possible
24 hour help?
Setting up a standing order or new Bill Payment
Telephone
x
Internet banking
Monday to Sunday
8am – 8pmMobile banking
*Not possible
**Not possible
24 hour help?
Sending money outside the UK
Telephone
x
Internet banking
Monday to Friday
8am – 8pm
Saturday
8am - 4pmMobile banking
*Not possible
**Not possible
24 hour help?
Paying in a cheque
Telephone
x
Internet banking
Monday to Sunday
8am – 8pmMobile banking
Not possible
**Not possible
24 hour help?
Cancelling a cheque
Telephone
x
Internet banking
Monday to Sunday
8am – 8pmMobile banking
Not possible
Not possible
24 hour help?
Cash withdrawal in a foreign currency outside the UK
Telephone
x
Internet banking
Monday to Sunday
8am – 8pmMobile 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
8am – 8pmMobile 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
8am – 8pmMobile 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 – 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
Monday to Sunday
8am – 8pmMobile 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 SundayMobile 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
8am – 8pmMobile 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 Sunday
8am – 8pmMobile 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.
Our service availability may be temporarily affected by the Coronavirus outbreak. Click here for more information.
Calls and online sessions may be monitored and recorded.
Not all Telephone Banking services are available 24 hours a day, 7 days a week.
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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
- 24/7 for our automated service or 8am – 8pm Monday to Sunday to speak to an advisor
Mobile banking
- 24 Hours Monday to Sunday
- 24 Hours Monday to Sunday
Telephone banking
Accessing a transaction history
Internet banking
- 24/7 for our automated service or 8am – 8pm Monday to Sunday to speak to an advisor
Mobile banking
- 24 Hours Monday to Sunday
- 24 Hours Monday to Sunday
Telephone banking
Sending money within the UK
Internet banking
- 24/7 for our automated service or 8am – 8pm Monday to Sunday to speak to an advisor
Mobile banking
- 24 Hours Monday to Sunday
- 24 Hours Monday to Sunday
Telephone banking
Setting up a standing order or new Bill Payment
Internet banking
*Monday to Sunday
8am – 8pmMobile banking
- 24 Hours Monday to Sunday
- 24 Hours Monday to Sunday
Telephone banking
Sending money outside the UK
Internet banking
*Monday to Friday
8am – 8pm
Saturday
8am - 4pmMobile 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
8am – 8pmMobile 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.
Our service availability may be temporarily affected by the Coronavirus outbreak. Click here for more information.
Calls and online sessions may be monitored and recorded.
Not all Telephone Banking services are available 24 hours a day, 7 days a week.
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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 July 2023 and 30 September 2023
In the 12 months between 1 October 2022 and 30 September 2023
In the 3 months between 1 July 2023 and 30 September 2023
*Total number of incidents reported
In the 12 months between 1 October 2022 and 30 September 2023
6
23
In the 3 months between 1 July 2023 and 30 September 2023
Incidents affecting telephone banking
In the 12 months between 1 October 2022 and 30 September 2023
0
1
In the 3 months between 1 July 2023 and 30 September 2023
Incidents affecting mobile banking
In the 12 months between 1 October 2022 and 30 September 2023
0
4
In the 3 months between 1 July 2023 and 30 September 2023
Incidents affecting internet banking
In the 12 months between 1 October 2022 and 30 September 2023
1
5
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.
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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 https://www.lloydsbankinggroup.com/who-we-are/group-overview/complaints-data.html
The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at https://www.ombudsman-complaints-data.org.uk/
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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.
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What is the interest rate being charged on our products?
Product
Range of annual interest rates payable for arranged overdrafts on 30 September 2023
Annual interest rate payable for unarranged overdrafts on 30 September 2023
Refused payment fee on 30 September 2023
Product
Classic Account
Range of annual interest rates payable for arranged overdrafts on 30 September 2023
39.9% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 September 2023
0.0%
Refused payment fee on 30 September 2023
£0
Product
Platinum Account
Range of annual interest rates payable for arranged overdrafts on 30 September 2023
39.9% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 September 2023
0.0%
Refused payment fee on 30 September 2023
£0
Product
Student Account
Range of annual interest rates payable for arranged overdrafts on 30 September 2023
0.0% - 49.9%*
Annual interest rate payable for unarranged overdrafts on 30 September 2023
0.0%
Refused payment fee on 30 September 2023
£0
Product
Graduate Account
Range of annual interest rates payable for arranged overdrafts on 30 September 2023
39.9% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 September 2023
0.0%
Refused payment fee on 30 September 2023
£0
Product
Current Account
Range of annual interest rates payable for arranged overdrafts on 30 September 2023
39.9% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 September 2023
0.0%
Refused payment fee on 30 September 2023
£0
Product
Ultimate Reward Current Account
Range of annual interest rates payable for arranged overdrafts on 30 September 2023
39.9% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 September 2023
0.0%
Refused payment fee on 30 September 2023
£0
Product
Silver Account
Range of annual interest rates payable for arranged overdrafts on 30 September 2023
39.9% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 September 2023
0.0%
Refused payment fee on 30 September 2023
£0
Product
Gold Account
Range of annual interest rates payable for arranged overdrafts on 30 September 2023
39.9% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 September 2023
0.0%
Refused payment fee on 30 September 2023
£0
Product
Premier Account
Range of annual interest rates payable for arranged overdrafts on 30 September 2023
39.9% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 September 2023
0.0%
Refused payment fee on 30 September 2023
£0
*Over 89% of student overdraft limits are within the interest free amount with 0% EAR applicable to their whole limit.
How do our overdrafts compare?
A good way to compare the cost of our overdraft with other overdrafts or other ways of borrowing is to look at the APR. The APR shows the cost of borrowing over a year.
Information about overdraft pricing in the 3 months between 1 July 2023 and 30 September 2023
Product
Advertised APR during the quarter
Product
Classic Account
Advertised APR during the quarter
39.9%
Product
Platinum Account
Advertised APR during the quarter
67.7%*
Product
Student Account
Advertised APR during the quarter
0.0%
Product
Graduate Account
Advertised APR during the quarter
N/A
Product
Current Account
Advertised APR during the quarter
N/A
Product
Ultimate Reward Current Account
Advertised APR during the quarter
N/A
Product
Silver Account
Advertised APR during the quarter
51.6%*
Product
Gold Account
Advertised APR during the quarter
N/A
Product
Premier Account
Advertised APR during the quarter
N/A
*The APR shown above includes the monthly maintaining the account fee, which is charged regardless of whether you use your arranged overdraft or not, and an interest free amount of £50. The representative EAR (annual interest rate) for this account is 39.9% variable, which is the same interest rate across all our accounts, except Student Account.
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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 90% of customers;
- on average, in 0 days; and
- within 4 days 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 6 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 4% of customers;
- on average, in 2 days; and
- within 5 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.
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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 5 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.
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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
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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 published every quarter.
- 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.
Open Banking reports
Period of time
Reports
Period of time
Q3 2023
Reports
Open Banking Performance Q3 opens in new window (PDF, 655KB)
The requirement to publish the Competition and Markets Authority independent service quality survey results for personal current accounts can be found here.
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.