Service Quality Information for business current accounts
The Financial Conduct Authority requires us to publish the following information about our business current accounts.
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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 5pmInternet banking
Mobile banking
Checking the balance and accessing a transaction history
24 hour help?
X
Telephone
Monday to Friday 7am to 8pm
Saturday 9am to 2pmInternet 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 2pmInternet 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 2pmInternet 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 2pmInternet banking
Not possible
Mobile banking
**Not possible
Cancelling a cheque
24 hour help?
X
Telephone
Monday to Friday 7am to 8pm
Saturday 9am to 2pmInternet 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 2pmInternet 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 2pmInternet 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 2pmInternet 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 6pmInternet 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 2pmInternet 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
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
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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 SundayInternet banking
✓ 24 Hours
Monday to SundayMobile banking
✓ 24 Hours
Monday to SundayAccessing a transaction history
Telephone banking
✓ *24 Hours
Monday to SundayInternet banking
✓ 24 Hours
Monday to SundayMobile banking
✓ 24 Hours
Monday to SundaySending money within the UK
Telephone banking
*Monday to Friday 7am to 8pm
Saturday 9am to 2pmInternet banking
✓ 24 Hours
Monday to SundayMobile banking
**Not possible
Setting up a standing order
Telephone banking
*Monday to Friday 7am to 8pm
Saturday 9am to 2pmInternet banking
✓ 24 Hours
Monday to SundayMobile banking
Not possible
Sending money outside the UK
Telephone banking
*Monday to Friday 7am to 8pm
Saturday 9am to 2pmInternet banking
✓ 24 Hours
Monday to SundayMobile banking
Not possible
Paying in a cheque
Telephone banking
Not possible
Internet banking
Not possible
Mobile banking
✓ 24 Hours
Monday to SundayCancelling a cheque
Telephone banking
*Monday to Friday 7am to 8pm
Saturday 9am to 2pmInternet banking
✓ 24 Hours
Monday to SundayMobile 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
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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 from 1st July 2024 - 30th September 2024
In the 12 months from 1st October 2023 - 30th September 2024
*Total number of incidents reported
In the 3 months from 1st July 2024 - 30th September 2024
7
In the 12 months from 1st October 2023 - 30th September 2024
19
Incidents affecting telephone banking
In the 3 months from 1st July 2024 - 30th September 2024
0
In the 12 months from 1st October 2023 - 30th September 2024
1
Incidents affecting mobile banking
In the 3 months from 1st July 2024 - 30th September 2024
3
In the 12 months from 1st October 2023 - 30th September 2024
5
Incidents affecting internet banking
In the 3 months from 1st July 2024 - 30th September 2024
3
In the 12 months from 1st October 2023 - 30th September 2024
6
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.
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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/
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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.
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*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 17 days for 99% of customers.
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 5 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 6 days; and
•within 35 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.
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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 2 days; and
•within 5 days for 99% of customers.
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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
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Every quarter we publish reports to help you see how we are performing. They set out data on our uptime, downtime, response and error rates.
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
Report
Period of time
Q3 2024
Report
Business Banking Performance Report Q3 (PDF, 343 KB) opens in new window.
Period of time
Q3 2024
Report
Commercial Banking Performance Report Q3 (PDF, 517 KB) opens in new window.
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Find out about rules that make payments safer, with fair and consistent pricing when making payments in Europe.
These rules and protections apply to residents in the UK and European Union.
The requirement to publish the Competition and Markets Authority independent service quality survey results for business current accounts can be found here.