Home Service Quality Service Quality Information Current Page

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
03 456 100 189
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/.

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.

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.