Service Quality Information for personal current accounts

Telephone banking

0345 609 4343

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

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

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.

  24 hour help? Telephone Internet banking Mobile banking

contact details

  Call us on 0345 609 4343 Visit our Online Banking page for more information or Log in to Online Banking N/A

checking the balance and accessing a transaction history

X Monday to Friday
8am to 8pm
Saturday 8am to 4pm
*Not possible Not possible

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

X Monday to Friday
8am to 8pm
Saturday 8am to 4pm
*Not possible Not possible

sending money outside the UK

X Monday to Friday
8am to 8pm
Saturday 8am to 4pm
Not possible Not possible

paying in a cheque

X Monday to Friday
8am to 8pm
Saturday 8am to 4pm
Not possible Not possible

cancelling a cheque

X Monday to Friday
8am to 8pm
Saturday 8am to 4pm
Not possible Not possible

cash withdrawal in a foreign currency outside the UK

X Monday to Friday
8am to 8pm
Saturday 8am to 4pm
Not possible 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

X Monday to Friday
8am to 8pm
Saturday 8am to 4pm
Not possible Not possible

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

X Monday to Friday
8am to 8pm
Saturday 8am to 4pm
Not possible Not possible

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

X Monday to Friday
8am to 8pm
Saturday 8am to 4pm
Not possible Not possible

problems using internet banking or mobile banking

X Monday to Friday
8am to 8pm
Saturday 8am to 4pm
Not possible Not possible

reporting a suspected fraudulent incident or transaction

0345 122 7801
24 Hours
Monday to Sunday
Not possible Not possible

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

X Monday to Friday
8am to 8pm
Saturday 8am to 4pm
Not possible 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

X **Not Possible Not possible 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

  Telephone banking Internet banking Mobile banking

checking the balance

*Monday to Friday
8am to 8pm
Saturday 8am to 4pm
24 Hours
Monday to Sunday
Not possible

accessing a transaction history

*Monday to Friday
8am to 8pm
Saturday 8am to 4pm
24 Hours
Monday to Sunday
Not possible

sending money within the UK

*Monday to Friday
8am to 8pm
Saturday 8am to 4pm
24 Hours
Monday to Sunday
Not possible

setting up a standing order

*Monday to Friday
8am to 8pm
Saturday 8am to 4pm
24 Hours
Monday to Sunday
Not possible

sending money outside the UK

*Monday to Friday
8am to 8pm
Saturday 8am to 4pm
Not possible Not possible

paying in a cheque

Not possible Not possible Not possible

cancelling a cheque

*Monday to Friday
8am to 8pm
Saturday 8am to 4pm
Not possible 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

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 April 2018 and 30 June 2018

*Total number of incidents reported

19

Incidents affecting telephone banking

3

Incidents affecting mobile banking

3

Incidents affecting internet banking

13

*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

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.

Information about how to open a current account

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*.

You can open an account:

  • without visiting a branch
  • where a visit to a branch is required, without an appointment
  • by sending us documents and information electronically
  • by post
  • no
  • no
  • no
  • no

*Intelligent Finance no longer offers new current accounts.

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