Service Quality Information for business current accounts

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

  • The following times indicate how and when you can speak to a trained individual; automated services are also available.

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

    24 hour help?

    Telephone

    Internet banking

    Mobile banking

    Contact details

    24 hour help?

    Telephone

    Call us on 
    0345 300 0268
    or contact your Relationship Manager Monday to Friday 9am to 5pm

    Internet banking

    Mobile banking

    Download our mobile app for Apple or Android

    Checking the balance and accessing a transaction history

    24 hour help?

    X

    Telephone

    Monday to Friday 7am to 8pm
    Saturday 9am to 2pm

    Internet banking

    *Not possible

    Mobile banking

    **Not possible

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

    24 hour help?

    X

    Telephone

    Monday to Friday 7am to 8pm
    Saturday 9am to 2pm

    Internet banking

    *Not possible

    Mobile banking

    Not possible

    Sending money outside the UK

    24 hour help?

    X

    Telephone

    Monday to Friday 7am to 8pm
    Saturday 9am to 2pm

    Internet banking

    *Not possible

    Mobile banking

    Not possible

    Paying in a cheque

    24 hour help?

    X

    Telephone

    Monday to Friday 7am to 8pm
    Saturday 9am to 2pm

    Internet banking

    Not possible

    Mobile banking

    **Not possible

    Cancelling a cheque

    24 hour help?

    X

    Telephone

    Monday to Friday 7am to 8pm
    Saturday 9am to 2pm

    Internet banking

    *Not possible

    Mobile banking

    Not possible

    Cash withdrawal in a foreign currency outside the UK

    24 hour help?

    X

    Telephone

    Monday to Friday 7am to 8pm
    Saturday 9am to 2pm

    Internet banking

    Not possible

    Mobile banking

    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

    24 hour help?

    X

    Telephone

    Monday to Friday 7am to 8pm
    Saturday 9am to 2pm

    Internet banking

    Not possible

    Mobile banking

    Not possible

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

    24 hour help?

    X

    Telephone

    Monday to Friday 7am to 8pm Saturday 9am to 2pm

    Internet banking

    Not possible

    Mobile banking

    Not possible

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

    24 hour help?

    X

    Telephone

    Monday to Friday 7am to 8pm
    Saturday 9am to 2pm

    Internet banking

    Not possible

    Mobile banking

    Not possible

    Problems using internet banking or mobile banking

    24 hour help?

    X

    Telephone

    0345 300 2924
    Monday to Friday 7am to 10pm
    Saturday to Sunday 8am to 6pm

    Internet banking

    *Not possible

    Mobile banking

    **Not possible

    Reporting a suspected fraudulent incident or transaction

    24 hour help?

    Telephone

    0345 122 7801 24 Hours Monday to Sunday

    Internet banking

    Not possible

    Mobile banking

    Not possible

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

    24 hour help?

    X

    Telephone

    Monday to Friday 7am to 8pm
    Saturday 9am to 2pm

    Internet banking

    Not possible

    Mobile banking

    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

    24 hour help?

    X

    Telephone

    0345 606 0286

    Monday to Friday 9am to 5pm

    Internet banking

    *Not possible

    Mobile banking

    **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 of 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 Locator

  • How and when you can use your bank account to do the following things:

    Telephone banking

    Internet banking

    Mobile banking

    Checking the balance

    Telephone banking

    ✓ *24 Hours
    Monday to Sunday

    Internet banking

    ✓ 24 Hours
    Monday to Sunday

    Mobile banking

    ✓ 24 Hours
    Monday to Sunday

    Accessing a transaction history

    Telephone banking

    ✓ *24 Hours
    Monday to Sunday

    Internet banking

    ✓ 24 Hours
    Monday to Sunday

    Mobile banking

    ✓ 24 Hours
    Monday to Sunday

    Sending money within the UK

    Telephone banking

    *Monday to Friday 7am to 8pm
    Saturday 9am to 2pm

    Internet banking

    ✓ 24 Hours
    Monday to Sunday

    Mobile banking

    **Not possible

    Setting up a standing order

    Telephone banking

    *Monday to Friday 7am to 8pm
    Saturday 9am to 2pm

    Internet banking

    ✓ 24 Hours
    Monday to Sunday

    Mobile banking

    Not possible

    Sending money outside the UK

    Telephone banking

    *Monday to Friday 7am to 8pm
    Saturday 9am to 2pm

    Internet banking

    ✓ 24 Hours
    Monday to Sunday

    Mobile banking

    Not possible

    Paying in a cheque

    Telephone banking

    Not possible

    Internet banking

    Not possible

    Mobile banking

    ✓ 24 Hours
    Monday to Sunday

    Cancelling a cheque

    Telephone banking

    *Monday to Friday 7am to 8pm
    Saturday 9am to 2pm

    Internet banking

    ✓ 24 Hours
    Monday to Sunday

    Mobile banking

    Not possible

    Note: this is a list of common actions. It does not represent the full list of actions you can raise in relation to your account, or actions you can take in one of our branches.

    *Appropriate verification required

    **This is not possible for new payees, however you can send money within the UK to existing payees via the Mobile Banking app.

    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 Locator

  • 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

    In the 12 months between 1 October 2018 and 30 September 2019

    *Total number of incidents reported

    In the 3 months between 1 July 2019 and 30 September 2019

    2

    In the 12 months between 1 October 2018 and 30 September 2019

    10

    Incidents affecting telephone banking

    In the 3 months between 1 July 2019 and 30 September 2019

    2

    In the 12 months between 1 October 2018 and 30 September 2019

    9

    Incidents affecting mobile banking

    In the 3 months between 1 July 2019 and 30 September 2019

    2

    In the 12 months between 1 October 2018 and 30 September 2019

    9

    Incidents affecting internet banking

    In the 3 months between 1 July 2019 and 30 September 2019

    2

    In the 12 months between 1 October 2018 and 30 September 2019

    9

    These numbers represent incidents affecting Bank of Scotland business current account holders as well as Bank of Scotland, Halifax, Intelligent Finance and St James’s Place Bank personal current account holders.

    *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.


  • *How quickly do we open business current accounts?


    We give customers an account number and enable them to start paying into the account:

    •the same day, for 5% of customers;

    •on average, in 3 days; and

    •within 22 days for 99% of customers.

    These figures are based on the time taken from our receiving all the information and documents we ask for at https://business.bankofscotland.co.uk/businessaccountopeningguide.html, 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 1% of customers;

    •on average, in 5 days; and

    •within 11 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 5 days; and

    •within 13 days for 99% of customers.

     


    How quickly is an overdraft available?


    Once an account is open, the overdraft is available.

    If a need for an overdraft is identified during the business current account opening process this will be progressed as a separate application, therefore not in scope of this measure.


     

    •All measurements are in calendar days and so include weekends and bank holidays.

    •Account opening measurements start when the customer has provided us with all of the documents and information we need and ends when we notify the customer that their account is open and they can make deposits.

    •All other  measurements start from the point of account opening and end when the customer has received everything needed to access the service.

    •The 99% of customers measurement indicates that 99% of customers will receive the relevant service within this time.

    *Providing us with the information detailed in our account opening guide, and responding to any follow up questions as soon as you can, will help us get your account up and running as quickly as possible.


  • 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.


     

    •All measurements are in calendar days and so include weekends and bank holidays.

    •Measurements start when the customer reports the card as lost, stolen or we stop the card for any other reason and a replacement card is requested. Measurements end when the customer has received their replacement debit card and, if applicable, their replacement PIN.

    •The 99% of customers measurement indicates that 99% of customers will receive their debit card and, if applicable, their PIN within this time

  • 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 http://business.bankofscotland.co.uk/businessaccountopeningguide/. We may request additional information or documents in individual cases.

    You can open an account:

    You can open an account:

    • Without visiting a branch

    In some cases

    You can open an account:

    • Where a visit to a branch is required, without an appointment

    No

    You can open an account:

    • By sending us documents and information electronically

    In some cases

    You can open an account:

    • By post

    No

  • We publish reports to help you see how we are performing. They set out data on our uptime, downtime, response and error rates. They are usually published quarterly, but the first report only covers two weeks.

    To find out more about how we are doing, take a look at our Open Banking performance reports.

    If you're more interested in the technical side, take a look at the Open Banking Standard pages.

    Period of Time

     

    Reports

    Period of Time 

    14-30 September 2019

    Reports

The requirement to publish the Competition and Markets Authority independent service quality survey results for business current accounts can be found here:

Survey results