HomeService QualityService Quality Information

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:

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

24 hour help?

Telephone

Internet banking

Mobile banking

Contact details

03 456 100 100
Monday to Sunday, 24 hours

Live Chat
Monday to Sunday, 8am to 8pm

Not Possible

Checking the balance and transactions

Yes

Yes

Yes

Not Possible

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

Yes

Yes

Yes

Not Possible

Sending money outside the UK

Yes

Yes

Yes

Not Possible

Paying in a cheque

Yes

Yes

Yes

Not Possible

Cancelling a cheque

Yes

Yes

Yes

Not Possible

Cash withdrawal in a foreign currency outside the UK

Yes

Yes

Yes

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

Yes

General Enquiries
03 456 100 100
Monday to Sunday, 24 hours.
Specialised Credit Team
03 456 100 189
Monday to Friday 8am to 10pm
Saturday 8am to 7pm
Sunday 8am to 6:30pm.

Not Possible

Not Possible

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

Yes

Yes

Not Possible

Not Possible

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

Yes

Yes

Yes

Not Possible

Problems using internet banking or mobile banking

Yes

General 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

Yes

Not Possible

Reporting a suspected fraudulent incident or transaction

Yes

Yes

Not Possible

Not Possible

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

Yes

Yes

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

Yes

03 456 00 24 24
Monday to Sunday, 24 hours

Yes

Not 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:

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 Sunday, 24 hours

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Accessing a transaction history

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Setting up a standing order

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Sending money within the UK

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Sending money outside the UK

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Not possible

Paying in a cheque

Not possible

Not possible

Not possible

Cancelling a cheque

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

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.

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.

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 2018 and 30 September 2018 In the 6 months between 1 April 2018 and 30 September 2018
Total number of incidents reported

4

10

Incidents affecting telephone banking

0

1

Incidents affecting mobile banking

0

2

Incidents affecting internet banking

0

1

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

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/.

Opening a current account with us

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.

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.