FCA Information

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

FCA Information

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 branchYes
Where a visit to a branch is required, without an appointmentNo
By sending us documents and information electronicallyYes
By PostNo

2. Information about Current Account Services

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

24 hour help? TelephoneTelephone bankingInternet bankingMobile banking
Contact detailsNoExisting customers: 0161 779 5000 New customers: 0161 672 8910NoNoNo
Checking the balance and transactions NoOpening Hours: Mon to Thurs: 8am to 8pm Friday 8am to 6:30pm Saturday 8am to 4:30pm Bank holiday times may varyExisting customers: 0161 779 5000 New customers: 0161 672 8910https://my.thinkmoney.co.uk/signinAndroid and apple users only
Sending money within the UK, including setting up a standing orderNoOpening Hours: Mon to Thurs: 8am to 8pm Friday 8am to 6:30pm Saturday 8am to 4:30pm Bank holiday times may varyExisting customers: 0161 779 5000 New customers: 0161 672 8910https://my.thinkmoney.co.uk/signinAndroid and apple users only
Sending money outside the UKNoOpening Hours: Mon to Thurs: 8am to 8pm Friday 8am to 6:30pm Saturday 8am to 4:30pm Bank holiday times may varyExisting customers: 0161 779 5000 New customers: 0161 672 8910NoNo
Paying in a chequeNoOpening Hours: Mon to Thurs: 8am to 8pm Friday 8am to 6:30pm Saturday 8am to 4:30pm Bank holiday times may varyExisting customers: 0161 779 5000 New customers: 0161 672 8910NoNo
Cancelling a chequeNoNoNoNo
Cash withdrawal in a foreign currency outside the UKNoOpening Hours: Mon to Thurs: 8am to 8pm Friday 8am to 6:30pm Saturday 8am to 4:30pm Bank holiday times may varyExisting customers: 0161 779 5000 New customers: 0161 672 8910NoNo
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of fundsNoOpening Hours: Mon to Thurs: 8am to 8pm Friday 8am to 6:30pm Saturday 8am to 4:30pm Bank holiday times may varyExisting customers: 0161 779 5000 New customers: 0161 672 8910NoNo
A direct debit, or allowing someone to collect one or more payments from your account using your debit card numberNoOpening Hours: Mon to Thurs: 8am to 8pm Friday 8am to 6:30pm Saturday 8am to 4:30pm Bank holiday times may varyExisting customers: 0161 779 5000 New customers: 0161 672 8910https://my.thinkmoney.co.uk/signinAndroid and apple users only
Third party access to an account, for example under a power of attorneyNoOpening Hours: Mon to Thurs: 8am to 8pm Friday 8am to 6:30pm Saturday 8am to 4:30pm Bank holiday times may varyExisting customers: 0161 779 5000 New customers: 0161 672 8910NoNo
Problems using internet banking or mobile bankingNoOpening Hours: Mon to Thurs: 8am to 8pm Friday 8am to 6:30pm Saturday 8am to 4:30pm Bank holiday times may varyExisting customers: 0161 779 5000 New customers: 0161 672 8910https://my.thinkmoney.co.uk/signinAndroid and apple users only
Reporting a suspected fraudulent incident or transactionNoOpening Hours: Mon to Thurs: 8am to 8pm Friday 8am to 6:30pm Saturday 8am to 4:30pm Bank holiday times may varyExisting customers: 0161 779 5000 New customers: 0161 672 8910NoNo
Progress following an account suspension or card cancellation, e.g. following a fraud incidentNoOpening Hours: Mon to Thurs: 8am to 8pm Friday 8am to 6:30pm Saturday 8am to 4:30pm Bank holiday times may varyExisting customers: 0161 779 5000 New customers: 0161 672 8910https://my.thinkmoney.co.uk/signinAndroid 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 availableNoOpening Hours: Mon to Thurs: 8am to 8pm Friday 8am to 6:30pm Saturday 8am to 4:30pm Bank holiday times may varyExisting customers: 0161 779 5000 New customers: 0161 672 8910NoNo

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:

TelephoneTelephone bankingInternet bankingMobile banking
Checking the balance and transactionsOpening Hours: Mon to Thurs: 8am to 8pm Friday 8am to 6:30pm Saturday 8am to 4:30pm Bank holiday times may varyExisting customers: 0161 779 5000 New customers: 0161 672 8910https://my.thinkmoney.co.uk/signinAndroid and apple users only
Sending money within the UK, including setting up a standing orderOpening Hours: Mon to Thurs: 8am to 8pm Friday 8am to 6:30pm Saturday 8am to 4:30pm Bank holiday times may varyExisting customers: 0161 779 5000 New customers: 0161 672 8910https://my.thinkmoney.co.uk/signinAndroid and apple users only
Sending money outside the UKOpening Hours: Mon to Thurs: 8am to 8pm Friday 8am to 6:30pm Saturday 8am to 4:30pm Bank holiday times may varyExisting customers: 0161 779 5000 New customers: 0161 672 8910NoNo
Paying in a chequeNoNoNoNo
Cancelling a chequeNoNoNoNo

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. Opening

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 and 30 June 2020

EventsCases
Total number of incidents reported0
Incidents affecting telephone banking0
Incidents affecting mobile banking0
Incidents affecting internet banking0

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 4 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 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 4 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 4 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:

  • the same day, for 0% of customers;
  • on average, in 3 days; and
  • within 5 days for 99% of customers.

9. thinkmoney Secure connection availability and performance

Availability Statistics

Datethinkmoney Secure Connectthinkmoney App Online Banking
Uptime (%)Downtime (%)Uptime (%)Downtime (%)Uptime (%)Downtime (%)
01/04/202099.9%0.1%99.7%0.4%100.0%0.0%
02/04/202099.8%0.2%99.6%0.4%100.0%0.0%
03/04/202099.9%0.1%100.0%0.0%100.0%0.0%
04/04/202099.9%0.1%99.3%0.7%99.7%0.4%
05/04/202099.9%0.1%100.0%0.0%100.0%0.0%
06/04/202099.9%0.1%99.6%0.4%100.0%0.0%
07/04/202099.8%0.2%97.6%2.4%98.0%2.0%
08/04/202099.8%0.2%97.9%2.1%98.6%1.4%
09/04/202099.8%0.2%99.0%1.1%99.0%1.1%
10/04/202099.9%0.1%100.0%0.0%100.0%0.0%
11/04/202099.9%0.1%100.0%0.0%100.0%0.0%
12/04/202099.9%0.1%99.6%0.4%100.0%0.0%
13/04/202099.9%0.1%99.3%0.7%100.0%0.0%
14/04/202099.9%0.1%100.0%0.0%100.0%0.0%
15/04/202099.9%0.2%95.1%4.9%94.4%5.6%
16/04/202099.9%0.1%97.9%2.1%97.4%2.6%
17/04/202099.9%0.1%77.4%22.6%77.1%22.9%
18/04/202099.9%0.1%99.7%0.4%86.5%13.5%
19/04/202099.8%0.2%100.0%0.0%100.0%0.0%
20/04/202099.8%0.2%99.7%0.3%100.0%0.0%
21/04/202099.8%0.2%100.0%0.0%99.6%0.4%
22/04/202099.9%0.1%99.6%0.4%100.0%0.0%
23/04/202099.9%0.1%99.7%0.3%99.7%0.3%
24/04/202099.8%0.2%100.0%0.0%100.0%0.0%
25/04/202099.8%0.2%99.0%1.0%99.7%0.3%
26/04/202099.8%0.2%89.6%10.4%89.6%10.4%
27/04/202099.9%0.1%95.8%4.2%95.2%4.8%
28/04/202099.9%0.1%97.2%2.8%96.5%3.5%
29/04/202099.9%0.2%99.3%0.7%99.3%0.7%
30/04/202099.9%0.1%100.0%0.0%100.0%0.0%
01/05/202099.9%0.1%100.0%0.0%100.0%0.0%
02/05/202099.9%0.1%100.0%0.0%100.0%0.0%
03/05/202099.9%0.1%99.6%0.4%99.7%0.3%
04/05/202099.9%0.1%99.6%0.4%100.0%0.0%
05/05/202099.9%0.1%100.0%0.0%100.0%0.0%
06/05/202099.9%0.1%100.0%0.0%99.6%0.4%
07/05/202099.9%0.1%98.6%1.4%98.6%1.4%
08/05/202099.9%0.1%100.0%0.0%99.7%0.4%
09/05/202099.9%0.2%99.3%0.7%99.3%0.7%
10/05/202099.9%0.1%83.3%16.7%83.3%16.7%
11/05/202099.9%0.1%100.0%0.0%100.0%0.0%
12/05/202099.9%0.2%100.0%0.0%100.0%0.0%
13/05/202099.9%0.1%99.6%0.4%100.0%0.0%
14/05/202099.9%0.2%100.0%0.0%100.0%0.0%
15/05/202099.9%0.1%78.8%21.2%78.8%21.2%
16/05/202099.9%0.1%99.3%0.7%99.3%0.7%
17/05/202099.9%0.1%99.7%0.4%99.7%0.3%
18/05/202099.8%0.2%99.6%0.4%99.7%0.3%
19/05/202099.8%0.2%99.6%0.4%99.3%0.7%
20/05/202099.9%0.1%99.6%0.4%100.0%0.0%
21/05/202099.7%0.3%99.6%0.4%99.7%0.3%
22/05/202099.8%0.2%96.5%3.5%96.6%3.4%
23/05/202099.9%0.1%99.7%0.3%99.7%0.3%
24/05/202099.9%0.1%100.0%0.0%100.0%0.0%
25/05/202099.9%0.1%100.0%0.0%100.0%0.0%
26/05/202099.9%0.1%100.0%0.0%100.0%0.0%
27/05/202099.9%0.1%100.0%0.0%100.0%0.0%
28/05/202099.9%0.1%99.0%1.0%99.0%1.0%
29/05/202099.9%0.1%99.3%0.7%99.3%0.7%
30/05/202099.9%0.1%99.3%0.7%100.0%0.0%
31/05/202099.8%0.2%99.7%0.4%100.0%0.0%
01/06/202099.8%0.2%99.6%0.4%100.0%0.0%
02/06/202099.9%0.2%100.0%0.0%100.0%0.0%
03/06/2020100.0%0.1%99.6%0.4%100.0%0.0%
04/06/2020100.0%0.1%99.6%0.4%100.0%0.0%
05/06/202099.9%0.1%100.0%0.0%99.7%0.3%
06/06/2020100.0%0.1%100.0%0.0%100.0%0.0%
07/06/202099.9%0.1%100.0%0.0%99.7%0.4%
08/06/2020100.0%0.1%100.0%0.0%100.0%0.0%
09/06/2020100.0%0.1%99.7%0.4%100.0%0.0%
10/06/2020100.0%0.1%99.6%0.4%100.0%0.0%
11/06/2020100.0%0.0%99.3%0.7%99.7%0.3%
12/06/2020100.0%0.0%100.0%0.0%99.7%0.4%
13/06/202099.9%0.1%100.0%0.0%99.6%0.4%
14/06/202099.9%0.1%98.9%1.1%99.7%0.3%
15/06/2020100.0%0.0%100.0%0.0%100.0%0.0%
16/06/202099.9%0.1%100.0%0.0%99.6%0.4%
17/06/2020100.0%0.0%99.3%0.7%100.0%0.0%
18/06/2020100.0%0.0%100.0%0.0%100.0%0.0%
19/06/2020100.0%0.0%79.2%2.8%79.2%2.8%
20/06/2020100.0%0.0%99.7%0.3%100.0%0.0%
21/06/2020100.0%0.0%100.0%0.0%100.0%0.0%
22/06/2020100.0%0.0%99.7%0.3%100.0%0.0%
23/06/202099.9%0.1%99.6%0.4%100.0%0.0%
24/06/2020100.0%0.0%100.0%0.0%100.0%0.0%
25/06/2020100.0%0.0%99.6%0.4%100.0%0.0%
26/06/2020100.0%0.0%99.3%0.7%100.0%0.0%
27/06/2020100.0%0.0%99.6%0.4%100.0%0.0%
28/06/2020100.0%0.0%99.3%0.7%100.0%0.0%
29/06/2020100.0%0.0%100.0%0.0%100.0%0.0%
30/06/2020100.0%0.0%99.0%1.0%100.0%0.0%

Performance Statistics

Datethinkmoney AppOnline Bankingthinkmoney Secure Connect
Response (millisecs)Response (millisecs)AISP response time (millisecs)PISP response time (millisecs)CBPII/PISP Yes/No response time (millisecs)Error Response Rate
01/04/20204374850000
02/04/20204064380000
03/04/20204064530000
04/04/20204064380000
05/04/2020391416.50000
06/04/20204224530000
07/04/20204224530000
08/04/202040645390000
09/04/20204374850000
10/04/20203914220000
11/04/20203904070000
12/04/20203774060000
13/04/20203914130000
14/04/20204074380000
15/04/20204064530000
16/04/20204074680000
17/04/20204224640000
18/04/20203914220000
19/04/20203914220000
20/04/20204064530000
21/04/20204064370000
22/04/20204064380000
23/04/20204314840000
24/04/20204064530000
25/04/20203914530000
26/04/20205005780000
27/04/20204696090000
28/04/20204234720000
29/04/20204374690000
30/04/20204284690000
01/05/20204384810000
02/05/20204074380000
03/05/20203914220000
04/05/20204074530000
05/05/20204374690000
06/05/20204224530000
07/05/20204224680000
08/05/20203914070000
09/05/20203904210000
10/05/20203914220000
11/05/20204224540000
12/05/20204064380000
13/05/20204064370000
14/05/20204074530000
15/05/20204224690000
16/05/20203754060000
17/05/20204064370000
18/05/20204224680000
19/05/20204064380000
20/05/20204374850000
21/05/20204224680000
22/05/20204695780000
23/05/20204224530000
24/05/20204214530000
25/05/20204224440000
26/05/20204224530000
27/05/20204224530000
28/05/20204214530000
29/05/20204374840000
30/05/20203904220000
31/05/20203914220000
01/06/20204064400000
02/06/20204064470000
03/06/20204064220000
04/06/20204074380000
05/06/20204064370000
06/06/20203904220000
07/06/20204064220000
08/06/20204064360000
09/06/20204074530000
10/06/20204374691618.037593000
11/06/20204214390000
12/06/20204074540000
13/06/20204054370000
14/06/20204074380000
15/06/20204384850000
16/06/20204224690000
17/06/20204224530000
18/06/2020406422825.055193000
19/06/20204374680000
20/06/20203994220000
21/06/20203914070000
22/06/2020422439900.2127022000
23/06/2020407437975.5408796000
24/06/20204224551316.658077000
25/06/2020407438180.2816901000
26/06/20204225000000
27/06/20204064540000
28/06/20203753910000
29/06/20203914360000
30/06/20204224680000