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 contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated responses or online guidance.

How and when you can contact us to ask about the following things:
  24 hour help? Telephone Internet banking Mobile banking
contact details   Call us on 0345 721 3141 Visit our Internet Banking page for more information or Log in to Internet Banking Search for Bank of Scotland Mobile Banking on the Apple App Store or Google Play Store

checking the balance and accessing a transaction history

x

Monday to Sunday

7am to 11pm

*Not possible

**Not possible

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

x

Monday to Sunday

7am to 11pm

*Not possible

**Not possible

sending money outside the UK

x

Monday to Sunday

7am to 11pm

*Not possible

**Not possible

paying in a cheque

x

Monday to Sunday

7am to 11pm

Not possible

**Not possible

cancelling a cheque

x

Monday to Sunday

7am to 11pm

Not possible

Not possible

cash withdrawal in a foreign currency outside the UK

x

Monday to Sunday

7am to 11pm

Not possible

Not possible

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

x

Monday to Sunday

7am to 11pm

Not possible

Not possible

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

x

Monday to Sunday

7am to 11pm

Not possible

Not possible

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

x

Monday to Sunday

8am to 8pm
(except Christmas Day)

Not possible

Not possible

problems using internet banking or mobile banking

0345  602 0000

24 Hours

Monday to Sunday

*Not possible

**Not possible

reporting a suspected fraudulent incident or transaction

0345 122 7801

24 Hours

Monday to Sunday

Not possible

Not possible

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

x

Monday to Sunday

7am to 11pm

Not possible

Not possible

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

x

0345 721 3141

Monday to Friday

7am to 10pm

Saturday and Sunday

8am to 6pm

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:

 

Telephone banking

Internet banking

Mobile banking

checking the balance

*24 Hours

Monday to Sunday

24 Hours

Monday to Sunday

24 Hours

Monday to Sunday

accessing a transaction history

*24 Hours

Monday to Sunday

24 Hours

Monday to Sunday

24 Hours

Monday to Sunday

sending money within the UK

*24 Hours

Monday to Sunday

24 Hours

Monday to Sunday

24 Hours

Monday to Sunday

setting up a standing order

*Monday to Sunday

7am to 11pm

24 Hours

Monday to Sunday

24 Hours

Monday to Sunday

sending money outside the UK

*Monday to Friday

8am to 10pm

Saturday

8am to 4pm

24 Hours

Monday to Sunday

24 Hours

Monday to Sunday

  paying in a cheque

Not possible

Not possible

24 Hours

Monday to Sunday

  cancelling a cheque

*Monday to Sunday

7am to 11pm

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.

 

In the 3 months between 1 April 2018 and 30 June 2018

*Total number of incidents reported

19

Incidents affecting telephone banking

3

Incidents affecting mobile banking

3

Incidents affecting internet banking

13


*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.

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:

  • 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