Service Quality Information

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:

	24 hour help?	Telephone	Internet banking	Mobile banking
Contact details	24 hour help?	Telephone03 456 100 100 Monday to Sunday, 24 hours	Internet bankingLive Chat Monday to Sunday, 8am to 8pm	Mobile bankingNot Possible
Checking the balance and accessing a transaction history	24 hour help?Yes	TelephoneYes	Internet bankingYes	Mobile bankingNot Possible
Sending money within the UK, including setting up a standing order	24 hour help?Yes	TelephoneYes	Internet bankingYes	Mobile bankingNot Possible
Sending money outside the UK	24 hour help?Yes	TelephoneYes	Internet bankingYes	Mobile bankingNot Possible
Paying in a cheque	24 hour help?Yes	TelephoneYes	Internet bankingYes	Mobile bankingNot Possible
Cancelling a cheque	24 hour help?Yes	TelephoneYes	Internet bankingYes	Mobile bankingNot Possible
Cash withdrawal in a foreign currency outside the UK	24 hour help?Yes	TelephoneYes	Internet bankingYes	Mobile bankingNot 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?Yes	Telephone General Enquiries 03 456 100 100 Monday to Sunday, 24 hours. Specialised Credit Team 03 456 100 188 Monday to Friday 8am to 10pm Saturday 8am to 7pm Sunday 8am to 6:30pm.	Internet bankingNot Possible	Mobile bankingNot Possible
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number	24 hour help?Yes	TelephoneYes	Internet bankingNot Possible	Mobile bankingNot Possible
Third party access to an account, for example under a power of attorney	24 hour help?Yes	TelephoneYes	Internet bankingYes	Mobile bankingNot Possible
Problems using internet banking or mobile banking	24 hour help?Yes	TelephoneGeneral Enquiries 03 456 100 100 Monday to Sunday, 24 hours Online and Mobile Support 03 456 100 234 Monday to Friday 7am to 11pm Saturday-Sunday 8am to 11pm	Internet bankingYes	Mobile bankingNot Possible
Reporting a suspected fraudulent incident or transaction	24 hour help?Yes	TelephoneYes	Internet bankingNot Possible	Mobile bankingNot Possible
Progress following an account suspension or card cancellation, e.g. following a fraud incident	24 hour help?Yes	TelephoneYes	Internet bankingNot Possible	Mobile bankingNot 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?Yes	Telephone03 456 00 24 24 Monday to Sunday, 24 hours	Internet bankingYes	Mobile bankingNot Possible

Note: this is a list of common queries. It does not represent the full list of queries you can take in relation to your account.

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

	Telephone banking	Internet banking	Mobile banking
Checking the balance	Telephone bankingMonday to Sunday, 24 hours	Internet bankingMonday to Sunday, 24 hours	Mobile bankingMonday to Sunday, 24 hours
Accessing a transaction history	Telephone bankingMonday to Sunday, 24 hours	Internet bankingMonday to Sunday, 24 hours	Mobile bankingMonday to Sunday, 24 hours
Sending money within the UK	Telephone bankingMonday to Sunday, 24 hours	Internet bankingMonday to Sunday, 24 hours	Mobile bankingMonday to Sunday, 24 hours
Setting up a standing order	Telephone bankingMonday to Sunday, 24 hours	Internet bankingMonday to Sunday, 24 hours	Mobile bankingMonday to Sunday, 24 hours
Sending money outside the UK	Telephone bankingMonday to Sunday, 24 hours	Internet bankingMonday to Sunday, 24 hours	Mobile bankingNot possible
Paying in a cheque	Telephone bankingNot possible	Internet bankingNot possible	Mobile bankingNot possible
Cancelling a cheque	Telephone bankingMonday to Sunday, 24 hours	Internet bankingMonday to Sunday, 24 hours	Mobile bankingNot 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.

Setting up a standing order: On our mobile banking app, you can only set up regular payments to individuals e.g. family and friends.

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 20195	In the 12 months between 1 October 2018 and 30 September 201915
Incidents affecting telephone banking	In the 3 months between 1 July 2019 and 30 September 20190	In the 12 months between 1 October 2018 and 30 September 20191
Incidents affecting mobile banking	In the 3 months between 1 July 2019 and 30 September 20190	In the 12 months between 1 October 2018 and 30 September 20193
Incidents affecting internet banking	In the 3 months between 1 July 2019 and 30 September 20191	In the 12 months between 1 October 2018 and 30 September 20194

Important notes on incidents preventing our customers from using our payment services;

This data is reported for HSBC Bank Plc as a firm for the period 1 April 2018 - 30 June 2018, and HSBC UK Bank Plc from 1 July 2018. Not all incidents will have impacted first direct personal current account customers.
In some cases an incident may not have impacted any of the above service categories or in some cases may have impacted more than one category e.g. both telephone banking and internet banking.

Complaints data
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 this link.
	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/ Opens an overlay [Will show a security message first].

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 this link.

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/ Opens an overlay [Will show a security message first].

Opening a current account with us
Go to our current account page 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 personal current accounts? We give customers an account number and enable them to start paying into the account: ● the same day, for 0% of customers; ● on average, in 7 days; and ● within 38 days for 99% of customers. These figures are based on the time taken from our receiving all the information and documents we ask for in our Security Procedures Document, 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 0% of customers; ● on average, in 6 days; and ● within 9 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 7 days for 99% of customers.
How quickly is an overdraft available? Once an account is open, the overdraft is available: ● the same day, for 99% of customers; ● on average, in 0 days; and ● within 3 days for 99% of customers.

Opening a current account with us

Go to our current account page 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 personal current accounts?

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

● the same day, for 0% of customers;

● on average, in 7 days; and

● within 38 days for 99% of customers.

These figures are based on the time taken from our receiving all the information and documents we ask for in our Security Procedures Document, 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 0% of customers;

● on average, in 6 days; and

● within 9 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 7 days for 99% of customers.

How quickly is an overdraft available?

Once an account is open, the overdraft is available:

● the same day, for 99% of customers;

● on average, in 0 days; and

● within 3 days for 99% of customers.

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 6 days for 99% of customers.

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 6 days for 99% of customers.

Find out more about the additional ways we support our personal current account customers.

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