Service Quality Information for personal current accounts

The Financial Conduct Authority requires us to publish the following information about our personal 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:

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

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

    24 hour help?

    Telephone

    Internet banking

    Mobile banking

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

    Contact details

    24 hour help?

    Telephone

    Call us on 0345 609 4343

    Internet banking

    Online Banking

    Mobile banking

    No

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

    Checking the balance and accessing a transaction history

    24 hour help?

    No

    Telephone

    Monday to Friday 8am to 8pm,
    Saturday 8am to 4pm

    Internet banking

    *Not possible

    Mobile banking

    Not possible

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

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

    24 hour help?

    No

    Telephone

    Monday to Friday 8am to 8pm,
    Saturday 8am to 4pm

    Internet banking

    *Not possible

    Mobile banking

    Not possible

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

    Sending money outside the UK

    24 hour help?

    No

    Telephone

    Monday to Friday 8am to 8pm,
    Saturday 8am to 4pm

    Internet banking

    Not possible

    Mobile banking

    Not possible

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

    Paying in a cheque

    24 hour help?

    No

    Telephone

    Monday to Friday 8am to 8pm,
    Saturday 8am to 4pm

    Internet banking

    Not possible

    Mobile banking

    Not possible

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

    Cancelling a cheque

    24 hour help?

    No

    Telephone

    Monday to Friday 8am to 8pm,
    Saturday 8am to 4pm

    Internet banking

    Not possible

    Mobile banking

    Not possible

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

    Cash withdrawal in a foreign currency outside the UK

    24 hour help?

    No

    Telephone

    Monday to Friday 8am to 8pm,
    Saturday 8am to 4pm

    Internet banking

    Not possible

    Mobile banking

    Not possible

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

    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?

    No

    Telephone

    Monday to Friday 8am to 8pm,
    Saturday 8am to 4pm

    Internet banking

    Not possible

    Mobile banking

    Not possible

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

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

    24 hour help?

    No

    Telephone

    Monday to Friday 8am to 8pm,
    Saturday 8am to 4pm

    Internet banking

    Not possible

    Mobile banking

    Not possible

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

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

    24 hour help?

    No

    Telephone

    Monday to Friday 8am to 8pm,
    Saturday 8am to 4pm

    Internet banking

    Not possible

    Mobile banking

    Not possible

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

    Problems using internet banking or mobile banking

    24 hour help?

    No

    Telephone

    Monday to Friday 8am to 8pm,
    Saturday 8am to 4pm

    Internet banking

    Not possible

    Mobile banking

    Not possible

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

    Reporting a suspected fraudulent incident or transaction

    24 hour help?

    Yes

    Telephone

    0345 122 7801
    24 Hours
    Monday to Sunday

    Internet banking

    Not possible

    Mobile banking

    Not possible

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

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

    24 hour help?

    No

    Telephone

    Monday to Friday 8am to 8pm,
    Saturday 8am to 4pm

    Internet banking

    Not possible

    Mobile banking

    Not possible

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

    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?

    No

    Telephone

    **Not possible

    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.

    *You can carry out this service by logging into your Online Banking

    **Intelligent Finance no longer offers new current accounts

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

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

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

    Telephone banking

    Internet banking

    Mobile banking

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

    Checking the balance

    Telephone banking

    *Monday to Friday
    8am to 8pm,
    Saturday 8am to 4pm

    Internet banking

    24 hours Monday to Sunday

    Mobile banking

    Not possible

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

    Accessing a transaction history

    Telephone banking

    *Monday to Friday
    8am to 8pm,
    Saturday 8am to 4pm

    Internet banking

    24 hours Monday to Sunday

    Mobile banking

    Not possible

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

    Sending money within the UK

    Telephone banking

    *Monday to Friday
    8am to 8pm,
    Saturday 8am to 4pm

    Internet banking

    24 hours Monday to Sunday

    Mobile banking

    Not possible

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

    Setting up a standing order

    Telephone banking

    *Monday to Friday
    8am to 8pm,
    Saturday 8am to 4pm

    Internet banking

    24 hours Monday to Sunday

    Mobile banking

    Not possible

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

    Sending money outside the UK

    Telephone banking

    *Monday to Friday
    8am to 8pm,
    Saturday 8am to 4pm

    Internet banking

    Not possible

    Mobile banking

    Not possible

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

    Paying in a cheque

    Telephone banking

    Not possible

    Internet banking

    Not possible

    Mobile banking

    Not possible

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

    Cancelling a cheque

    Telephone banking

    *Monday to Friday
    8am to 8pm,
    Saturday 8am to 4pm

    Internet banking

    Not possible

    Mobile banking

    Not possible

    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.

    *Appropriate verification required

  • 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.

    Information about operational and security incidents

    Information about operational and security incidents:

    In the 3 months between 1 April 2021 and 30 June 2021 

    In the 12 months between 1 July 2020 and 30 June 2021

    Information about operational and security incidents:

    *Total number of incidents reported

    In the 3 months between 1 April 2021 and 30 June 2021 

    4

    In the 12 months between 1 July 2020 and 30 June 2021

    8

    Information about operational and security incidents:

    Incidents affecting telephone banking

    In the 3 months between 1 April 2021 and 30 June 2021 

    0

    In the 12 months between 1 July 2020 and 30 June 2021

    1

    Information about operational and security incidents:

    Incidents affecting mobile banking

    In the 3 months between 1 April 2021 and 30 June 2021 

    0

    In the 12 months between 1 July 2020 and 30 June 2021

    0

    Information about operational and security incidents:

    Incidents affecting internet banking

    In the 3 months between 1 April 2021 and 30 June 2021 

    0

    In the 12 months between 1 July 2020 and 30 June 2021

    1

    These numbers represent incidents affecting Intelligent Finance personal current account holders as well as Halifax, Bank of Scotland and St James's Place Bank personal current account holders and Bank of Scotland business 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 https://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 https://www.ombudsman-complaints-data.org.uk/

  • We do not publish information about how you can open an account* or what information and documents you need to give us to open an account.

    *Intelligent Finance no longer offers new current accounts.

  • What is the interest rate being charged on our products?

    Pricing information

    Product

    Range of annual interest rates payable for arranged overdrafts on 30 June 2021

    Annual interest rate payable for unarranged overdrafts on 30 June 2021

    Refused payment fee on  30 June 2021

    Product

    IF Current Account

    Range of annual interest rates payable for arranged overdrafts on 30 June 2021

    19.9%

    Annual interest rate payable for unarranged overdrafts on 30 June 2021

    0.0%

    Refused payment fee on  30 June 2021

    £0

    How do our overdrafts compare?

    A good way to compare the cost of our overdraft with other overdrafts or other ways of borrowing is to look at the APR. The APR shows the cost of borrowing over a year.

    Information about overdraft pricing in the quarter from 1 April 2021 to 30 June 2021

    Information about overdraft pricing

    Product

    Advertised APRs during this period

    Product

    IF Current Account

    Advertised APRs during this period

    19.9%

  • How quickly do we open personal current accounts

    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 N/A% of customers;
    • on average, in N/A days; and
    • within N/A days for 99% of customers.

    These figures are based on the time taken from when we first receive an application 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 N/A% of customers;
    • on average, in N/A days; and
    • within N/A 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 N/A% of customers;
    • on average, in N/A days; and
    • within N/A days for 99% of customers.

    How quickly is an overdraft available?

    Once an account is open, the overdraft is available:
     

    • the same day, for N/A% of customers;
    • on average, in N/A days; and
    • within N/A days for 99% of customers.

    *Intelligent Finance no longer offers new current accounts.

  • 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 7 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.
  • We do not publish a list of the documents and information which all new customers will need to give us in order to open an account*.

    Information about how to open a current account

    You can open an account:

    You can open an account:

    without visiting a branch

    no

    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

    no

    You can open an account:

    by post

    no

    *Intelligent Finance no longer offers new current accounts.