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 contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated responses or online guidance.

    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
    where you have a named Relationship Manager contact them Monday to Friday 9am to 5pm

    Internet banking

    Mobile banking

    Search for Bank of Scotland Business in the Apple App Store or Google Play Store

    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 withdrawl 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 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.

    *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 2018 and 30 September 2018

    In the 6 months between 1 April 2018 and 30 September 2018

    *Total number of incidents reported

    In the 3 months between 1 July 2018 and 30 September 2018

    11

    In the 6 months between 1 April 2018 and 30 September 2018

    27

    Incidents affecting telephone banking

    In the 3 months between 1 July 2018 and 30 September 2018

    6

    In the 6 months between 1 April 2018 and 30 September 2018

    8

    Incidents affecting mobile banking

    In the 3 months between 1 July 2018 and 30 September 2018

    3

    In the 6 months between 1 April 2018 and 30 September 2018

    5

    Incidents affecting internet banking

    In the 3 months between 1 July 2018 and 30 September 2018

    8

    In the 6 months between 1 April 2018 and 30 September 2018

    19

    These numbers represent incidents affecting any part of Bank of Scotland plc, not just those which affected Bank of Scotland business current account customers.

    *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/


  • 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.

  • 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

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