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Service Quality Information

Personal current accounts

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 Online banking
Mobile banking
Contact details
 

Premier customers

03457 70 70 70

Monday to Sunday, 

08:00 - 20:00
Advance customers

03457 404 404

Monday to Sunday, 

08:00 - 20:00

All other customers

03457 404 404

Monday to Sunday,

08:00 - 20:00

Live chat available 24/7

Chat to us 24/7 on our mobile app

Checking the balance and accessing a transaction history
Yes* 
Yes Yes Not possible
Sending money within the UK, including setting up a standing order
Yes* 

Monday to Sunday,

08:00 - 20:00

Yes Not possible
Sending money outside the UK
Yes* 

Monday to Sunday,

08:00 - 20:00

Yes Not possible
Paying in a cheque
Yes* 
Not possible Not possible
Monday to Sunday, 24 hours
Cancelling a cheque
Yes* 
Monday to Sunday,
08:00 - 20:00
Yes Not possible
Cash withdrawal in a foreign currency outside the UK
Yes* 

Monday to Sunday,

08:00 - 20:00

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* 

Monday to Sunday,

08:00 - 20:00

Yes Not possible
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number
Yes* 

Monday to Sunday,

08:00 - 20:00

Not possible
Not possible
Third party access to an account, for example under a power of attorney
Yes*

Monday to Sunday,

08:00 - 20:00

 

Yes Not possible
Problems using online banking or mobile banking
Yes*

Premier customers 

03457 70 70 70

Monday to Sunday,

08:00 - 20:00

Advance customers

03457 404 404

Monday to Sunday,

08:00 - 20:00

All other customers

03457 404 404

Monday to Sunday, 

08:00 - 20:00

Yes Not possible
Reporting a suspected fraudulent incident or transaction
Yes* 

Monday to Sunday, 

08:00 - 20:00

Yes
Not possible
Progress following an account suspension or card cancellation, eg following a fraud incident
Yes* 

Monday to Sunday, 

08:00 - 20:00

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* 

Monday to Sunday, 

08:00 - 20:00

Yes Not possible
  Contact details
24 hour help?  
Telephone

Premier customers

03457 70 70 70

Monday to Sunday, 

08:00 - 20:00
Advance customers

03457 404 404

Monday to Sunday, 

08:00 - 20:00

All other customers

03457 404 404

Monday to Sunday,

08:00 - 20:00

Online banking
Live chat available 24/7
Mobile banking

Chat to us 24/7 on our mobile app

  Checking the balance and accessing a transaction history
24 hour help? Yes* 
Telephone Yes
Online banking
Yes
Mobile banking Not possible
  Sending money within the UK, including setting up a standing order
24 hour help? Yes* 
Telephone

Monday to Sunday,

08:00 - 20:00

Online banking
Yes
Mobile banking Not possible
  Sending money outside the UK
24 hour help? Yes* 
Telephone

Monday to Sunday,

08:00 - 20:00

Online banking
Yes
Mobile banking Not possible
  Paying in a cheque
24 hour help? Yes* 
Telephone Not possible
Online banking
Not possible
Mobile banking Monday to Sunday, 24 hours
  Cancelling a cheque
24 hour help? Yes* 
Telephone Monday to Sunday,
08:00 - 20:00
Online banking
Yes
Mobile banking Not possible
  Cash withdrawal in a foreign currency outside the UK
24 hour help? Yes* 
Telephone

Monday to Sunday,

08:00 - 20:00

Online banking
Yes
Mobile banking 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
24 hour help? Yes* 
Telephone

Monday to Sunday,

08:00 - 20:00

Online banking
Yes
Mobile banking Not 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* 
Telephone

Monday to Sunday,

08:00 - 20:00

Online banking
Not possible
Mobile banking Not possible
  Third party access to an account, for example under a power of attorney
24 hour help? Yes*
Telephone

Monday to Sunday,

08:00 - 20:00

 

Online banking
Yes
Mobile banking Not possible
  Problems using online banking or mobile banking
24 hour help? Yes*
Telephone

Premier customers 

03457 70 70 70

Monday to Sunday,

08:00 - 20:00

Advance customers

03457 404 404

Monday to Sunday,

08:00 - 20:00

All other customers

03457 404 404

Monday to Sunday, 

08:00 - 20:00

Online banking
Yes
Mobile banking Not possible
  Reporting a suspected fraudulent incident or transaction
24 hour help? Yes* 
Telephone

Monday to Sunday, 

08:00 - 20:00

Online banking
Yes
Mobile banking Not possible
  Progress following an account suspension or card cancellation, eg following a fraud incident
24 hour help? Yes* 
Telephone

Monday to Sunday, 

08:00 - 20:00

Online banking
Not possible
Mobile banking 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
24 hour help? Yes* 
Telephone

Monday to Sunday, 

08:00 - 20:00

Online banking
Yes
Mobile banking 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, or of queries you can raise in one of our branches.

*Help is available via telephone for all customers from 8am to 8pm Monday to Sunday.

 

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

  Telephone banking Online 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
Sending money within the UK
Monday to Sunday, 24 hours Monday to Sunday, 24 hours Monday to Sunday, 24 hours
Setting up a standing order

Premier customers 

Monday to Sunday, 

08:00 - 20:00

Advance customers 

Monday to Sunday, 

08:00 - 20:00

All other customers

Monday to Sunday,

08:00 - 20:00

Monday to Sunday, 24 hours

Not possible

Sending money outside the UK

Premier customers

Monday to Sunday, 

08:00 - 20:00

Advance customers 

Monday to Sunday, 

08:00 - 20:00

All other customers

Monday to Sunday, 

08:00 - 20:00

Monday to Sunday, 24 hours
Not possible
Paying in a cheque
Not possible
Not possible
Monday to Sunday, 24 hours
Cancelling a cheque

Premier customers

Monday to Sunday, 

08:00 - 20:00
Advance customers 

Monday to Sunday, 

08:00 - 20:00
All other customers

Monday to Sunday, 

08:00 - 20:00

Monday to Sunday, 24 hours
Not possible
  Checking the balance
Telephone banking Monday to Sunday, 24 hours
Online banking Monday to Sunday, 24 hours
Mobile banking Monday to Sunday, 24 hours
  Accessing a transaction history
Telephone banking Monday to Sunday, 24 hours
Online banking Monday to Sunday, 24 hours
Mobile banking Monday to Sunday, 24 hours
  Sending money within the UK
Telephone banking Monday to Sunday, 24 hours
Online banking Monday to Sunday, 24 hours
Mobile banking Monday to Sunday, 24 hours
  Setting up a standing order
Telephone banking

Premier customers 

Monday to Sunday, 

08:00 - 20:00

Advance customers 

Monday to Sunday, 

08:00 - 20:00

All other customers

Monday to Sunday,

08:00 - 20:00

Online banking

Monday to Sunday, 24 hours

Mobile banking

Not possible

  Sending money outside the UK
Telephone banking

Premier customers

Monday to Sunday, 

08:00 - 20:00

Advance customers 

Monday to Sunday, 

08:00 - 20:00

All other customers

Monday to Sunday, 

08:00 - 20:00

Online banking Monday to Sunday, 24 hours
Mobile banking Not possible
  Paying in a cheque
Telephone banking Not possible
Online banking Not possible
Mobile banking Monday to Sunday, 24 hours
  Cancelling a cheque
Telephone banking

Premier customers

Monday to Sunday, 

08:00 - 20:00
Advance customers 

Monday to Sunday, 

08:00 - 20:00
All other customers

Monday to Sunday, 

08:00 - 20:00

Online banking Monday to Sunday, 24 hours
Mobile banking 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 or actions you can take in one of our branches.

 

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 2020 and 30 June 2020
In the 12 months between 1 July 2019 and 30 June 2020
Total number of incidents reported
2 11
Incidents affecting telephone banking
0 0
Incidents affecting mobile banking
2 3
Incidents affecting online banking
2 4
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.
  Total number of incidents reported
In the 3 months between 1 April 2020 and 30 June 2020
2
In the 12 months between 1 July 2019 and 30 June 2020
11
  Incidents affecting telephone banking
In the 3 months between 1 April 2020 and 30 June 2020
0
In the 12 months between 1 July 2019 and 30 June 2020
0
  Incidents affecting mobile banking
In the 3 months between 1 April 2020 and 30 June 2020
2
In the 12 months between 1 July 2019 and 30 June 2020
3
  Incidents affecting online banking
In the 3 months between 1 April 2020 and 30 June 2020
2
In the 12 months between 1 July 2019 and 30 June 2020
4

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

  • Not all incidents will have impacted HSBC UK Bank 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 online 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 on our Complaints data 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/
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 on our Complaints data page.

Complaints data 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 accounts 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 29% of customers

    ●  on average, in 2 day and

    ●  within 27 days for 99% of customers

These figures are based on the time taken from our receiving all the information and documents we ask for at this link, 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 10 days for 99% of customers

How quickly do customers get online banking?

 

Once an account is open, customers have online banking:

    ●  the same day, for 0% of customers

    ●  on average, in 5 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 0 days for 99% of customers

Opening a current account with us
Go to our current accounts page to find out how you can open an account, and what information and documents you need to give us to open an account.
Opening a current account with us

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 29% of customers

    ●  on average, in 2 day and

    ●  within 27 days for 99% of customers

These figures are based on the time taken from our receiving all the information and documents we ask for at this link, in a case where we don’t need any further information or documents to open the account.

Opening a current account with us

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 10 days for 99% of customers

Opening a current account with us

How quickly do customers get online banking?

 

Once an account is open, customers have online banking:

    ●  the same day, for 0% of customers

    ●  on average, in 5 days and

    ●  within 7 days for 99% of customers

Opening a current account with us

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 0 days for 99% of customers

Replacing a debit card

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.

What is the interest rate being charged on our products?

Product

Annual interest rate(s) payable for arranged overdrafts on 30 June 2020
Annual interest rate(s) payable for unarranged overdrafts on 30 June 2020
Refused payment fee on 30 June 2020
Bank Account

Annual Rate: 34.05%

Annual Rate: 34.05%

£0

Advance Bank Account

Annual Rate: 34.05%

Annual Rate: 34.05%

£0

Current Account

Annual Rate: 34.05%

Annual Rate: 34.05%

£0

Bank Account Pay Monthly

Annual Rate: 34.05%

Annual Rate: 0%

£0

Graduate Bank Account Year 1

Annual Rate: 34.05%

Annual Rate: 34.05%

£0

Graduate Bank Account Year 2 Annual Rate: 34.05% Annual Rate: 34.05%

£0

Student Bank Account

Annual Rate: 0%

Annual Rate: 0%

£0

Premier Bank Account

Annual Rate: 34.05%

Annual Rate: 34.05%

£0

Jade Bank Account

Annual Rate: 34.05%

Annual Rate: 34.05%

£0

Product

Bank Account
Annual interest rate(s) payable for arranged overdrafts on 30 June 2020

Annual Rate: 34.05%

Annual interest rate(s) payable for unarranged overdrafts on 30 June 2020
Annual Rate: 34.05%
Refused payment fee on 30 June 2020

£0

Product

Advance Bank Account
Annual interest rate(s) payable for arranged overdrafts on 30 June 2020

Annual Rate: 34.05%

Annual interest rate(s) payable for unarranged overdrafts on 30 June 2020

Annual Rate: 34.05%

Refused payment fee on 30 June 2020

£0

Product

Current Account
Annual interest rate(s) payable for arranged overdrafts on 30 June 2020

Annual Rate: 34.05%

Annual interest rate(s) payable for unarranged overdrafts on 30 June 2020

Annual Rate: 34.05%

Refused payment fee on 30 June 2020

£0

Product

Bank Account Pay Monthly
Annual interest rate(s) payable for arranged overdrafts on 30 June 2020

Annual Rate: 34.05%

Annual interest rate(s) payable for unarranged overdrafts on 30 June 2020

Annual Rate: 0%

Refused payment fee on 30 June 2020

£0

Product

Graduate Bank Account Year 1
Annual interest rate(s) payable for arranged overdrafts on 30 June 2020

Annual Rate: 34.05%

Annual interest rate(s) payable for unarranged overdrafts on 30 June 2020

Annual Rate: 34.05%

Refused payment fee on 30 June 2020

£0

Product

Graduate Bank Account Year 2
Annual interest rate(s) payable for arranged overdrafts on 30 June 2020
Annual Rate: 34.05%
Annual interest rate(s) payable for unarranged overdrafts on 30 June 2020
Annual Rate: 34.05%
Refused payment fee on 30 June 2020

£0

Product

Student Bank Account
Annual interest rate(s) payable for arranged overdrafts on 30 June 2020

Annual Rate: 0%

Annual interest rate(s) payable for unarranged overdrafts on 30 June 2020

Annual Rate: 0%

Refused payment fee on 30 June 2020

£0

Product

Premier Bank Account
Annual interest rate(s) payable for arranged overdrafts on 30 June 2020

Annual Rate: 34.05%

Annual interest rate(s) payable for unarranged overdrafts on 30 June 2020

Annual Rate: 34.05%

Refused payment fee on 30 June 2020

£0

Product

Jade Bank Account
Annual interest rate(s) payable for arranged overdrafts on 30 June 2020

Annual Rate: 34.05%

Annual interest rate(s) payable for unarranged overdrafts on 30 June 2020

Annual Rate: 34.05%

Refused payment fee on 30 June 2020

£0

Annual Rate is the basic interest rate that’s used to calculate interest per day on any chargeable overdraft borrowing. It doesn’t take into account any compounding or fees.

How do our overdrafts compare?

A good way to compare the cost of our overdraft with other overdrafts or other ways of borrowing is to look at the APR. The APR shows the cost of borrowing over a year.

Information about overdraft pricing in the 3 months between 1 April 2020 – 30 June 2020

Product

Advertised APR* during the period

*All APRs assume an arranged overdraft of £1,200

Bank Account

38.9% APR variable

Advance Bank Account

38.9% APR variable

Current Account

38.9% APR variable

Bank Account Pay Monthly

38.9% APR variable

Graduate Bank Account Year 1

0% APR variable

Graduate Bank Account Year 2

5.8% APR variable

Student Bank Account

0% APR variable

Premier Bank Account

21.8% APR variable

Jade Bank Account

5.8% APR variable

Product

Bank Account

Advertised APR* during the period

*All APRs assume an arranged overdraft of £1,200

38.9% APR variable

Product

Advance Bank Account

Advertised APR* during the period

*All APRs assume an arranged overdraft of £1,200

38.9% APR variable

Product

Current Account

Advertised APR* during the period

*All APRs assume an arranged overdraft of £1,200

38.9% APR variable

Product

Bank Account Pay Monthly

Advertised APR* during the period

*All APRs assume an arranged overdraft of £1,200

38.9% APR variable

Product

Graduate Bank Account Year 1

Advertised APR* during the period

*All APRs assume an arranged overdraft of £1,200

0% APR variable

Product

Graduate Bank Account Year 2

Advertised APR* during the period

*All APRs assume an arranged overdraft of £1,200

5.8% APR variable

Product

Student Bank Account

Advertised APR* during the period

*All APRs assume an arranged overdraft of £1,200

0% APR variable

Product

Premier Bank Account

Advertised APR* during the period

*All APRs assume an arranged overdraft of £1,200

21.8% APR variable

Product

Jade Bank Account

Advertised APR* during the period

*All APRs assume an arranged overdraft of £1,200

5.8% APR variable

APR (Annual Percentage Rate) is the rate at which someone who is borrowing money is charged, calculated over a period of twelve months. It takes into account not just the interest, but also any other charges that may have to be paid and any interest free amount.

Find out more about the additional ways we can 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.

It’s easy to get in touch online. Talk to us directly through our chat channels.