The Financial Conduct Authority requires us to publish the following information about our personal current accounts:
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Service Quality Information
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 |
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 | |
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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 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 |
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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 |
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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 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.