The Financial Conduct Authority requires us to publish the following information about our personal current accounts.
1. Information about how to Open a Current Account
Account opening information:
To open any of our accounts, a new customer will need to provide us with the documents and information set out here. We may request additional information or documents in individual cases.
| You can open an account: | |
|---|---|
| Without visiting a branch | Yes |
| Where a visit to a branch is required, without an appointment | No |
| By sending us documents and information electronically | Yes |
| By post | No |
2. Information about Current Account Services
How and when you can contact us to ask about the following things:
| 24 hour help? | Telephone | Telephone banking | Internet banking | Mobile banking | |
|---|---|---|---|---|---|
Contact details |
ร |
Existing customers: 0161 779 5000 New customers: 0161 672 8910 |
ร | ร | ร |
Checking the balance and transactions |
ร |
Opening hours:
Mon to Thurs: 8am to 8pm Bank holiday times may vary |
Existing customers: 0161 779 5000 New customers: 0161 672 8910 |
Android and apple users only |
|
Sending money within the UK, including setting up a standing order |
ร |
Opening hours:
Mon to Thurs: 8am to 8pm Bank holiday times may vary |
Existing customers: 0161 779 5000 New customers: 0161 672 8910 |
Android and apple users only (Setting up a standing order is not possible through mobile banking) |
|
Sending money outside the UK |
ร |
Opening hours:
Mon to Thurs: 8am to 8pm Bank holiday times may vary |
Existing customers: 0161 779 5000 New customers: 0161 672 8910 |
ร | ร |
Paying in a cheque |
ร |
Opening hours:
Mon to Thurs: 8am to 8pm Bank holiday times may vary |
Existing customers: 0161 779 5000 New customers: 0161 672 8910 |
ร | ร |
Cancelling a cheque |
ร | ร | ร | ร | ร |
Cash withdrawal in a foreign currency outside the UK |
ร |
Opening hours:
Mon to Thurs: 8am to 8pm Bank holiday times may vary |
Existing customers: 0161 779 5000 New customers: 0161 672 8910 |
ร | ร |
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds |
ร |
Opening hours:
Mon to Thurs: 8am to 8pm Bank holiday times may vary |
Existing customers: 0161 779 5000 New customers: 0161 672 8910 |
ร | ร |
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number |
ร |
Opening hours:
Mon to Thurs: 8am to 8pm Bank holiday times may vary |
Existing customers: 0161 779 5000 New customers: 0161 672 8910 |
Android and apple users only |
|
Third party access to an account, for example under a power of attorney |
ร |
Opening hours:
Mon to Thurs: 8am to 8pm Bank holiday times may vary |
Existing customers: 0161 779 5000 New customers: 0161 672 8910 |
ร | ร |
Problems using internet banking or mobile banking |
ร |
Opening hours:
Mon to Thurs: 8am to 8pm Bank holiday times may vary |
Existing customers: 0161 779 5000 New customers: 0161 672 8910 |
Android and apple users only |
|
Reporting a suspected fraudulent incident or transaction |
ร |
Opening hours:
Mon to Thurs: 8am to 8pm Bank holiday times may vary |
Existing customers: 0161 779 5000 New customers: 0161 672 8910 |
ร | ร |
Progress following an account suspension or card cancellation, e.g. following a fraud incident |
ร |
Opening hours:
Mon to Thurs: 8am to 8pm Bank holiday times may vary |
Existing customers: 0161 779 5000 New customers: 0161 672 8910 |
Android and apple users only |
|
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 |
ร |
Opening hours:
Mon to Thurs: 8am to 8pm Bank holiday times may vary |
Existing customers: 0161 779 5000 New customers: 0161 672 8910 |
ร | ร |
| 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. | |||||
3. Availability of Certain Services
How and when you can use your bank account to do the following things:
| Telephone | Telephone banking | Internet banking | Mobile banking | ||
|---|---|---|---|---|---|
Checking the balance and transactions |
Opening hours:
Mon to Thurs: 8am to 8pm Bank holiday times may vary |
Existing customers:
0161 779 5000 New customers: 0161 672 8910 |
Android and apple users only |
||
Sending money within the UK, including setting up a standing order |
Opening hours:
Mon to Thurs: 8am to 8pm Bank holiday times may vary |
Existing customers:
0161 779 5000 New customers: 0161 672 8910 |
Android and apple users only (Setting up a standing order is not possible through mobile banking) |
||
Sending money outside the UK |
Opening hours:
Mon to Thurs: 8am to 8pm Bank holiday times may vary |
Existing customers:
0161 779 5000 New customers: 0161 672 8910 |
ร | ร | |
Paying in a cheque |
ร | ร | ร | ร | |
Cancelling a cheque |
ร | ร | ร | ร | |
| 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. | |||||
4. 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 July 2019 and 30 September 2019 | |
|---|---|
| Total number of incidents reported | 1 |
| Incidents affecting telephone banking | 0 |
| Incidents affecting mobile banking | 0 |
| Incidents affecting internet banking | 0 |
5. 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.
We are not required to publish a summary of our complaints data for the most recent six month period.
The Financial Ombudsman Service publishes its complaints data every six months. Its most recent publication does not contain any data relating to us.
6. Opening a current account with us
Go to here to find out how you can open an account and what information and documents you need to give us to open an account.
7. Account opening information
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 0% of customers;
- on average, in 3 days; and
- within 6 days for 99% of customers.
These figures are based on the time taken from us receiving all the information and documents we ask for here, in a case where we donโt 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 3 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 0% of customers;
- on average, in 3 days; and
- within 6 days for 99% of customers.
8. Time taken to replace a lost, stolen or stopped debit card
| Replacing a debit card |
|---|
|
How quickly do we replace debit cards which have been lost, stolen or stopped? We replace debit cards:
|
9. thinkmoney Secure Connection availability and performance
| Availability Statistics | ||||||
| Date | thinkmoney Secure Connect | thinkmoney App | Online Banking | |||
|
Uptime (%) |
Downtime (%) |
Uptime (%) |
Downtime (%) |
Uptime (%) |
Downtime (%) |
|
|
14/09/2019 |
100 |
0 |
100 |
0 |
100 |
0 |
|
15/09/2019 |
100 |
0 |
100 |
0 |
100 |
0 |
|
16/09/2019 |
100 |
0 |
100 |
0 |
100 |
0 |
|
17/09/2019 |
100 |
0 |
100 |
0 |
100 |
0 |
|
18/09/2019 |
100 |
0 |
100 |
0 |
100 |
0 |
|
19/09/2019 |
100 |
0 |
100 |
0 |
100 |
0 |
|
20/09/2019 |
100 |
0 |
100 |
0 |
100 |
0 |
|
21/09/2019 |
100 |
0 |
99.7 |
0.3 |
100 |
0 |
|
22/09/2019 |
100 |
0 |
100 |
0 |
100 |
0 |
|
23/09/2019 |
100 |
0 |
100 |
0 |
100 |
0 |
|
24/09/2019 |
100 |
0 |
99.6 |
0.4 |
99.3 |
0.7 |
|
25/09/2019 |
100 |
0 |
99.7 |
0.3 |
100 |
0 |
|
26/09/2019 |
100 |
0 |
100 |
0 |
99.7 |
0.3 |
|
27/09/2019 |
100 |
0 |
100 |
0 |
100 |
0 |
|
28/09/2019 |
100 |
0 |
100 |
0 |
100 |
0 |
|
29/09/2019 |
100 |
0 |
100 |
0 |
99.7 |
0.3 |
|
30/09/2019 |
100 |
0 |
100 |
0 |
100 |
0 |
| Performance Statistics | |||||
| thinkmoney App | Online Banking | thinkmoney Secure Connect | |||
|
Response (millisecs) |
Response (millisecs) |
AISP response time (millisecs) |
PISP response time (millisecs) |
CBPII/PISP Yes/No response time (millisecs) |
Error Response Rate |
|
468 |
376 |
0 |
0 |
0 |
0 |
|
375 |
393 |
0 |
0 |
0 |
0 |
|
375 |
415 |
0 |
0 |
0 |
0 |
|
391 |
468 |
0 |
0 |
0 |
0 |
|
375 |
406 |
0 |
0 |
0 |
0 |
|
390 |
422 |
0 |
0 |
0 |
0 |
|
390 |
422 |
0 |
0 |
0 |
0 |
|
359 |
375 |
0 |
0 |
0 |
0 |
|
359 |
375 |
0 |
0 |
0 |
0 |
|
406 |
469 |
0 |
0 |
0 |
0 |
|
375 |
406 |
0 |
0 |
0 |
0 |
|
375 |
391 |
0 |
0 |
0 |
0 |
|
375 |
391 |
0 |
0 |
0 |
0 |
|
455 |
640 |
0 |
0 |
0 |
0 |
|
373 |
391 |
0 |
0 |
0 |
0 |
|
375 |
391 |
0 |
0 |
0 |
0 |
|
437 |
469 |
0 |
0 |
0 |
0 |