Current accounts information

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	×	Existing customers: 0161 779 5000 New customers: 0161 672 8910	×	×	×
Checking the balance and transactions	×	Opening hours: Mon to Thurs: 8am to 8pm Friday: 8am to 6:30pm Saturday: 8am to 4:30pm Bank holiday times may vary	Existing customers: 0161 779 5000 New customers: 0161 672 8910	https://my.thinkmoney.co.uk/onlinebanking/Login.aspx	Android and apple users only Apple App Store Google Play Store
Sending money within the UK, including setting up a standing order	×	Opening hours: Mon to Thurs: 8am to 8pm Friday: 8am to 6:30pm Saturday: 8am to 4:30pm Bank holiday times may vary	Existing customers: 0161 779 5000 New customers: 0161 672 8910	https://my.thinkmoney.co.uk/onlinebanking/Login.aspx	Android and apple users only Apple App Store Google Play Store (Setting up a standing order is not possible through mobile banking)
Sending money outside the UK	×	Opening hours: Mon to Thurs: 8am to 8pm Friday: 8am to 6:30pm Saturday: 8am to 4:30pm Bank holiday times may vary	Existing customers: 0161 779 5000 New customers: 0161 672 8910	×	×
Paying in a cheque	×	Opening hours: Mon to Thurs: 8am to 8pm Friday: 8am to 6:30pm Saturday: 8am to 4:30pm Bank holiday times may vary	Existing customers: 0161 779 5000 New customers: 0161 672 8910	×	×
Cancelling a cheque	×	×	×	×	×
Cash withdrawal in a foreign currency outside the UK	×	Opening hours: Mon to Thurs: 8am to 8pm Friday: 8am to 6:30pm Saturday: 8am to 4:30pm Bank holiday times may vary	Existing customers: 0161 779 5000 New customers: 0161 672 8910	×	×
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds	×	Opening hours: Mon to Thurs: 8am to 8pm Friday: 8am to 6:30pm Saturday: 8am to 4:30pm Bank holiday times may vary	Existing customers: 0161 779 5000 New customers: 0161 672 8910	×	×
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number	×	Opening hours: Mon to Thurs: 8am to 8pm Friday: 8am to 6:30pm Saturday: 8am to 4:30pm Bank holiday times may vary	Existing customers: 0161 779 5000 New customers: 0161 672 8910	https://my.thinkmoney.co.uk/onlinebanking/Login.aspx	Android and apple users only Apple App Store Google Play Store
Third party access to an account, for example under a power of attorney	×	Opening hours: Mon to Thurs: 8am to 8pm Friday: 8am to 6:30pm Saturday: 8am to 4:30pm Bank holiday times may vary	Existing customers: 0161 779 5000 New customers: 0161 672 8910	×	×
Problems using internet banking or mobile banking	×	Opening hours: Mon to Thurs: 8am to 8pm Friday: 8am to 6:30pm Saturday: 8am to 4:30pm Bank holiday times may vary	Existing customers: 0161 779 5000 New customers: 0161 672 8910	https://my.thinkmoney.co.uk/onlinebanking/Login.aspx	Android and apple users only Apple App Store Google Play Store
Reporting a suspected fraudulent incident or transaction	×	Opening hours: Mon to Thurs: 8am to 8pm Friday: 8am to 6:30pm Saturday: 8am to 4:30pm Bank holiday times may vary	Existing customers: 0161 779 5000 New customers: 0161 672 8910	×	×
Progress following an account suspension or card cancellation, e.g. following a fraud incident	×	Opening hours: Mon to Thurs: 8am to 8pm Friday: 8am to 6:30pm Saturday: 8am to 4:30pm Bank holiday times may vary	Existing customers: 0161 779 5000 New customers: 0161 672 8910	https://my.thinkmoney.co.uk/onlinebanking/Login.aspx	Android and apple users only Apple App Store Google Play Store
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	×	Opening hours: Mon to Thurs: 8am to 8pm Friday: 8am to 6:30pm Saturday: 8am to 4:30pm Bank holiday times may vary	Existing customers: 0161 779 5000 New customers: 0161 672 8910	×	×
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 banking	Internet banking	Mobile banking
Checking the balance and transactions	Opening hours: Mon to Thurs: 8am to 8pm Friday: 8am to 6:30pm Saturday: 8am to 4:30pm Bank holiday times may vary	Existing customers: 0161 779 5000 check balance - option 1 check transactions - option 2 New customers: 0161 672 8910	https://my.thinkmoney.co.uk/onlinebanking/Login.aspx	Android and apple users only Apple App Store Google Play Store
Sending money within the UK, including setting up a standing order	Opening hours: Mon to Thurs: 8am to 8pm Friday: 8am to 6:30pm Saturday: 8am to 4:30pm Bank holiday times may vary	Existing customers: 0161 779 5000 check balance - option 1 check transactions - option 2 New customers: 0161 672 8910	https://my.thinkmoney.co.uk/onlinebanking/Login.aspx	Android and apple users only Apple App Store Google Play Store (Setting up a standing order is not possible through mobile banking)
Sending money outside the UK	Opening hours: Mon to Thurs: 8am to 8pm Friday: 8am to 6:30pm Saturday: 8am to 4:30pm Bank holiday times may vary	Existing customers: 0161 779 5000 check balance - option 1 check transactions - option 2 New customers: 0161 672 8910	×	×
Paying in a cheque	×	×	×	×
Cancelling a cheque	×	×	×	×
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 April 2019 and 30 June 2019
Total number of incidents reported	1
Incidents affecting telephone banking	1
Incidents affecting mobile banking	1
Incidents affecting internet banking	1

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 3 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 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 3 days; and
within 3 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 3 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: the same day, for 0% of customers; on average, in 3 days; and within 6 days for 99% of customers.

Replacing a debit card

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.

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