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 July and 30 September 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 (%)
01-07-2099.99%0.01%98.94%1.06%100.00%0.00%
02-07-2099.99%0.01%98.61%1.39%99.67%0.33%
03-07-2099.14%0.86%96.88%3.12%97.59%2.41%
04-07-20100.00%0.00%98.95%1.05%99.67%0.33%
05-07-20100.00%0.00%99.65%0.35%99.65%0.35%
06-07-20100.00%0.00%99.64%0.36%100.00%0.00%
07-07-20100.00%0.00%98.95%1.05%100.00%0.00%
08-07-2099.96%0.04%100.00%0.00%100.00%0.00%
09-07-20100.00%0.00%98.96%1.04%99.66%0.34%
10-07-20100.00%0.00%99.31%0.69%100.00%0.00%
11-07-2099.99%0.01%100.00%0.00%100.00%0.00%
12-07-20100.00%0.00%99.65%0.35%99.67%0.33%
13-07-20100.00%0.00%99.30%0.70%100.00%0.00%
14-07-2099.99%0.01%99.65%0.35%100.00%0.00%
15-07-20100.00%0.00%99.64%0.36%99.32%0.68%
16-07-2099.95%0.05%100.00%0.00%99.65%0.35%
17-07-2099.94%0.06%77.45%22.55%77.79%22.21%
18-07-2099.99%0.01%99.29%0.71%100.00%0.00%
19-07-2099.96%0.04%99.67%0.33%100.00%0.00%
20-07-2099.99%0.01%99.32%0.68%99.66%0.34%
21-07-2099.99%0.01%100.00%0.00%100.00%0.00%
22-07-20100.00%0.00%99.65%0.35%100.00%0.00%
23-07-20100.00%0.00%100.00%0.00%100.00%0.00%
24-07-2099.98%0.02%100.00%0.00%100.00%0.00%
25-07-20100.00%0.00%98.94%1.06%100.00%0.00%
26-07-2099.88%0.12%98.97%1.03%100.00%0.00%
27-07-20100.00%0.00%99.65%0.35%99.65%0.35%
28-07-2099.97%0.03%98.59%1.41%100.00%0.00%
29-07-20100.00%0.00%98.98%1.02%99.67%0.33%
30-07-2099.99%0.01%99.65%0.35%100.00%0.00%
31-07-2099.99%0.01%99.31%0.69%100.00%0.00%
01-08-2099.99%0.01%99.66%0.34%99.67%0.33%
02-08-2099.99%0.01%99.65%0.35%99.65%0.35%
03-08-2099.99%0.01%99.32%0.68%100.00%0.00%
04-08-2099.98%0.02%98.26%1.74%98.95%1.05%
05-08-2099.94%0.06%99.66%0.34%99.68%0.32%
06-08-2099.95%0.05%99.66%0.34%99.33%0.67%
07-08-20100.00%0.00%79.17%20.83%79.17%20.83%
08-08-20100.00%0.00%99.65%0.35%100.00%0.00%
09-08-2094.86%5.14%99.65%0.35%100.00%0.00%
10-08-20100.00%0.00%99.65%0.35%99.66%0.34%
11-08-2099.96%0.04%100.00%0.00%100.00%0.00%
12-08-20100.00%0.00%100.00%0.00%99.65%0.35%
13-08-20100.00%0.00%100.00%0.00%100.00%0.00%
14-08-2099.95%0.05%100.00%0.00%100.00%0.00%
15-08-2099.96%0.04%100.00%0.00%100.00%0.00%
16-08-2099.99%0.01%99.65%0.35%100.00%0.00%
17-08-2099.99%0.01%99.65%0.35%100.00%0.00%
18-08-20100.00%0.00%99.32%0.68%99.69%0.31%
19-08-2099.99%0.01%100.00%0.00%100.00%0.00%
20-08-2099.99%0.01%100.00%0.00%100.00%0.00%
21-08-2099.98%0.02%99.30%0.70%99.66%0.34%
22-08-2099.99%0.01%99.29%0.71%100.00%0.00%
23-08-2099.99%0.01%75.00%25.00%75.02%24.98%
24-08-2099.97%0.03%98.95%1.05%100.00%0.00%
25-08-20100.00%0.00%98.95%1.05%98.60%1.40%
26-08-20100.00%0.00%99.30%0.70%99.67%0.33%
27-08-2099.94%0.06%100.00%0.00%99.65%0.35%
28-08-2099.96%0.04%100.00%0.00%100.00%0.00%
29-08-2099.95%0.05%100.00%0.00%100.00%0.00%
30-08-2099.99%0.01%99.31%0.69%100.00%0.00%
31-08-2099.97%0.03%98.95%1.05%100.00%0.00%
01-09-2099.99%0.01%99.29%0.71%99.67%0.33%
02-09-2099.97%0.03%100.00%0.00%100.00%0.00%
03-09-2099.91%0.09%99.30%0.70%99.67%0.33%
04-09-2099.99%0.01%78.48%21.52%78.82%21.18%
05-09-20100.00%0.00%99.30%0.70%100.00%0.00%
06-09-2088.17%11.83%82.99%17.01%82.99%17.01%
07-09-2099.99%0.01%99.65%0.35%98.94%1.06%
08-09-2099.99%0.01%96.17%3.83%96.19%3.81%
09-09-2099.99%0.01%99.65%0.35%100.00%0.00%
10-09-2099.99%0.01%99.32%0.68%100.00%0.00%
11-09-2099.99%0.01%99.31%0.69%99.65%0.35%
12-09-2099.98%0.02%96.52%3.48%96.21%3.79%
13-09-20100.00%0.00%100.00%0.00%99.65%0.35%
14-09-2099.99%0.01%99.65%0.35%99.30%0.70%
15-09-2099.96%0.04%99.65%0.35%100.00%0.00%
16-09-20100.00%0.00%99.30%0.70%99.31%0.69%
17-09-20100.00%0.00%97.22%2.78%97.22%2.78%
18-09-20100.00%0.00%99.65%0.35%100.00%0.00%
19-09-20100.00%0.00%99.65%0.35%99.64%0.36%
20-09-2087.09%12.91%79.50%20.50%79.85%20.15%
21-09-2099.99%0.01%99.65%0.35%99.63%0.37%
22-09-2099.98%0.02%99.29%0.71%99.66%0.34%
23-09-20100.00%0.00%99.65%0.35%100.00%0.00%
24-09-20100.00%0.00%98.94%1.06%99.66%0.34%
25-09-2099.93%0.07%99.65%0.35%100.00%0.00%
26-09-20100.00%0.00%99.65%0.35%99.65%0.35%
27-09-2099.90%0.10%100.00%0.00%100.00%0.00%
28-09-2099.99%0.01%100.00%0.00%100.00%0.00%
29-09-2099.99%0.01%100.00%0.00%99.66%0.34%
30-09-2099.99%0.01%99.65%0.35%99.67%0.33%

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
01-07-204224600000
02-07-204074380000
03-07-204224530000
04-07-203914220000
05-07-204074370000
06-07-204214380000
07-07-204224530000
08-07-204224530000
09-07-204224690000
10-07-204374690000
11-07-204374700000
12-07-204214370000
13-07-204234530000
14-07-204374690000
15-07-204374690000
16-07-20453516799000
17-07-20610891722000
18-07-206096851190000
19-07-205166092876000
20-07-205476091667000
21-07-205016091681000
22-07-205936561446000
23-07-205165781362000
24-07-206258441386000
25-07-206567651526000
26-07-204845311269000
27-07-206108121327000
28-07-205786721467000
29-07-205165781891000
30-07-205316091690000
31-07-205807661562000
01-08-205476101309000
02-08-204855631426000
03-08-20547623.51422000
04-08-206118301429000
05-08-207039221663000
06-08-2085910581823000
07-08-207509852213000
08-08-206877501586000
09-08-206567191605000
10-08-2084411211942000
11-08-206728281441000
12-08-206727351452000
13-08-207208442682000
14-08-2092211412413000
15-08-207508431789000
16-08-207038292316000
17-08-2095311871877000
18-08-2093812502744000
19-08-20106212662307000
20-08-20115415311988000
21-08-2087510781956000
22-08-205786251637000
23-08-205625783562000
24-08-206266881382000
25-08-206467191896000
26-08-205946571955000
27-08-205936412058000
28-08-20735904.51625000
29-08-205475931549000
30-08-205165633248000
31-08-205315781333000
01-09-206106881498000
02-09-205625941337000
03-09-205636091623000
04-09-206257341644000
05-09-205475791411000
06-09-205165311567000
07-09-205786251547000
08-09-205626251525000
09-09-205676101719000
10-09-205626251578000
11-09-205946881715000
12-09-205465942046000
13-09-205315631587000
14-09-205786091803000
15-09-205636251553000
16-09-205946391831000
17-09-205786251175000
18-09-205826411297000
19-09-205325471534000
20-09-205625782098000
21-09-205476081235000
22-09-205636091689000
23-09-205315621493000
24-09-205926251345000
25-09-206727341505000
26-09-205636101355000
27-09-205165781301000
28-09-20595701.51373000
29-09-205476091187000
30-09-205866871224000