51勛圖厙

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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 things1:

  24 hour help? Telephone Internet banking Mobile banking
Contact details
 

Premier customers

03457 70 70 70

All other customers

03457 404 404

51勛圖厙 Online Banking2

51勛圖厙 Mobile Banking App3

Checking the balance and accessing a transaction history
Yes

Monday to Sunday,

08:00 to 20:00

Not possible Monday to Sunday, 24 hours
Sending money within the UK, including setting up a standing order
Yes

Monday to Sunday,

08:00 to 20:00

Not possible Monday to Sunday, 24 hours
Sending money outside the UK
Yes

Monday to Sunday,

08:00 to 20:00

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

Monday to Sunday,

08:00 to 20:00

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

Monday to Sunday,

08:00 to 20:00

Not possible Monday to Sunday, 24 hours
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 to 20:00

Not possible Monday to Sunday, 24 hours
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 to 20:00

Not possible
Monday to Sunday, 24 hours
Third party access to an account, for example under a power of attorney
Yes

Monday to Sunday,

08:00 to 20:00

 

Not possible Monday to Sunday, 24 hours
Problems using internet banking or mobile banking
Yes

Monday to Sunday,

08:00 to 20:00

Not possible Monday to Sunday, 24 hours
Reporting a suspected fraudulent incident or transaction
Yes

Monday to Sunday, 24 hours.

 

Please mention Fraud as the reason for your call when prompted.

Not possible Monday to Sunday, 24 hours
Progress following an account suspension or card cancellation, eg following a fraud incident
Yes

Monday to Sunday,

08:00 to 20:00

 

Not possible
Monday to Sunday, 24 hours
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 to 20:00

Not possible Monday to Sunday, 24 hours
Contact details
24 hour help?  
Telephone

Premier customers

03457 70 70 70

All other customers

03457 404 404

Internet banking 51勛圖厙 Online Banking2
Mobile banking

51勛圖厙 Mobile Banking App3

Checking the balance and accessing a transaction history
24 hour help? Yes
Telephone

Monday to Sunday,

08:00 to 20:00

Internet banking Not possible
Mobile banking Monday to Sunday, 24 hours
Sending money within the UK, including setting up a standing order
24 hour help? Yes
Telephone

Monday to Sunday,

08:00 to 20:00

Internet banking Not possible
Mobile banking Monday to Sunday, 24 hours
Sending money outside the UK
24 hour help? Yes
Telephone

Monday to Sunday,

08:00 to 20:00

Internet banking Not possible
Mobile banking Monday to Sunday, 24 hours
Paying in a cheque
24 hour help? Yes
Telephone

Monday to Sunday,

08:00 to 20:00

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

Monday to Sunday,

08:00 to 20:00

Internet banking Not possible
Mobile banking Monday to Sunday, 24 hours
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 to 20:00

Internet banking Not possible
Mobile banking Monday to Sunday, 24 hours
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 to 20:00

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

Monday to Sunday,

08:00 to 20:00

 

Internet banking Not possible
Mobile banking Monday to Sunday, 24 hours
Problems using internet banking or mobile banking
24 hour help? Yes
Telephone

Monday to Sunday,

08:00 to 20:00

Internet banking Not possible
Mobile banking Monday to Sunday, 24 hours
Reporting a suspected fraudulent incident or transaction
24 hour help? Yes
Telephone

Monday to Sunday, 24 hours.

 

Please mention Fraud as the reason for your call when prompted.

Internet banking Not possible
Mobile banking Monday to Sunday, 24 hours
Progress following an account suspension or card cancellation, eg following a fraud incident
24 hour help? Yes
Telephone

Monday to Sunday,

08:00 to 20:00

 

Internet banking Not possible
Mobile banking Monday to Sunday, 24 hours
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 to 20:00

Internet banking Not possible
Mobile banking Monday to Sunday, 24 hours

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.

To speak to a member of staff who has been suitably trained to discuss the action or matter
Requires registration for HSBC Online Banking
You must be registered for and use the latest version of the 51勛圖厙 Mobile Banking App

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
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

Monday to Sunday, 08:00 to 20:00

 

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours 

Sending money outside the UK
Monday to Sunday, 08:00 to 20:00 Monday to Sunday, 24 hours
Monday to Sunday, 24 hours 
Paying in a cheque
Not possible
Not possible
Monday to Sunday, 24 hours
Cancelling a cheque

Monday to Sunday, 08:00 to 20:00

 

Not possible Not possible
Checking the balance
Telephone banking Monday to Sunday, 24 hours
Internet banking Monday to Sunday, 24 hours
Mobile banking Monday to Sunday, 24 hours
Accessing a transaction history
Telephone banking Monday to Sunday, 24 hours
Internet 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
Internet banking Monday to Sunday, 24 hours
Mobile banking Monday to Sunday, 24 hours
Setting up a standing order
Telephone banking

Monday to Sunday, 08:00 to 20:00

 

Internet banking

Monday to Sunday, 24 hours

Mobile banking

Monday to Sunday, 24 hours 

Sending money outside the UK
Telephone banking Monday to Sunday, 08:00 to 20:00
Internet banking Monday to Sunday, 24 hours
Mobile banking Monday to Sunday, 24 hours 
Paying in a cheque
Telephone banking Not possible
Internet banking Not possible
Mobile banking Monday to Sunday, 24 hours
Cancelling a cheque
Telephone banking

Monday to Sunday, 08:00 to 20:00

 

Internet banking Not possible
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 from 1 April to 30 June 2024

In the 12 months from 1 July 2023 to 30 June 2024

Total number of incidents reported
5 11
Incidents affecting telephone banking
0 0
Incidents affecting mobile banking
3 7
Incidents affecting internet banking
2 5
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 from 1 April to 30 June 2024 5

In the 12 months from 1 July 2023 to 30 June 2024

11
Incidents affecting telephone banking
In the 3 months from 1 April to 30 June 2024 0

In the 12 months from 1 July 2023 to 30 June 2024

0
Incidents affecting mobile banking
In the 3 months from 1 April to 30 June 2024 3

In the 12 months from 1 July 2023 to 30 June 2024

7
Incidents affecting internet banking
In the 3 months from 1 April to 30 June 2024 2

In the 12 months from 1 July 2023 to 30 June 2024

5

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

  • Not all incidents will have impacted 51勛圖厙 Bank personal current account customers
  • This data is reported for 51勛圖厙 Bank Plc as a firm and includes all incidents that affected 51勛圖厙 personal, 51勛圖厙 business, and first direct 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

 

Open Banking, mobile banking and online banking performance and availability

View detailed information about how Open Banking and our digital banking services have performed. These are published every quarter.

To find out more about what we offer and how we're doing it, view our Open Banking page.

April to June 2024 channel performance and availability (PDF, 424KB).

 

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
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

Opening a current account with us

Opening a current account with us
To open any of our accounts a new customer will need to provide us with the documents and information set out here. We may request additional information or documents in individual cases.

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 39% of customers

      On average in 1 day and

      Within 5 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 15 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:

      On 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
To open any of our accounts a new customer will need to provide us with the documents and information set out here. We may request additional information or documents in individual cases.
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 39% of customers

      On average in 1 day and

      Within 5 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 15 days for 99% of customers

Opening a current account with us

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

Opening a current account with us

How quickly is an overdraft available?

 

Once an account is open, the overdraft is available:

      On 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 5 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 5 days for 99% of customers.

How to open a bank account with us

To open any of our accounts, a new customer will need to provide us with the documents and information as set out in HSBC Safeguard (PDF, 408KB).

We may request additional information or documents in individual cases.

You can open an account:  
Without visiting  a branch In some cases
Where a visit to branch is required, without an appointment In some cases
By sending us documents and information electronically In some cases
By post In some cases
You can open an account: Without visiting  a branch
In some cases
You can open an account: Where a visit to branch is required, without an appointment
In some cases
You can open an account: By sending us documents and information electronically
In some cases
You can open an account: By post
In some cases

What is the interest rate being charged on our products?

Product

Annual interest rate payable for arranged overdrafts on 30 June 2024 Annual interest rate payable for unarranged overdrafts on 30 June 2024 Refused payment fee on 30 June 2024
Bank Account

Annual rate: 34.05%

Annual rate: 34.05%

瞿0

Bank (after Graduate) Account Annual rate: 34.05% Annual rate 34.05% 瞿0
Advance Bank Account

Annual rate: 34.05%

Annual rate: 34.05%

瞿0

Advance (after Graduate) Bank Account Annual rate: 34.05% Annual rate: 34.05% 瞿0
Current Account

Annual rate: 34.05%

Annual rate: 34.05%

瞿0

Bank Account Pay Monthly

Annual rate: 34.05%

Annual rate: 0%

瞿0

Graduate Bank Account Year 1

Annual rate: 34.05%

Annual rate: 34.05%

瞿0

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

瞿0

Student Bank Account

Annual rate: 0%

Annual rate: 0%

瞿0

Premier Bank Account

Annual rate: 34.05%

Annual rate: 34.05%

瞿0

Premier Bank Account (retained Jade Benefits)
Annual rate: 34.05% Annual rate: 34.05% 瞿0

Private Banking Account

Annual rate: 34.05%

Annual rate: 34.05%

瞿0

Product

Bank Account
Annual interest rate payable for arranged overdrafts on 30 June 2024

Annual rate: 34.05%

Annual interest rate payable for unarranged overdrafts on 30 June 2024 Annual rate: 34.05%
Refused payment fee on 30 June 2024

瞿0

Product

Bank (after Graduate) Account
Annual interest rate payable for arranged overdrafts on 30 June 2024 Annual rate: 34.05%
Annual interest rate payable for unarranged overdrafts on 30 June 2024 Annual rate 34.05%
Refused payment fee on 30 June 2024 瞿0

Product

Advance Bank Account
Annual interest rate payable for arranged overdrafts on 30 June 2024

Annual rate: 34.05%

Annual interest rate payable for unarranged overdrafts on 30 June 2024

Annual rate: 34.05%

Refused payment fee on 30 June 2024

瞿0

Product

Advance (after Graduate) Bank Account
Annual interest rate payable for arranged overdrafts on 30 June 2024 Annual rate: 34.05%
Annual interest rate payable for unarranged overdrafts on 30 June 2024 Annual rate: 34.05%
Refused payment fee on 30 June 2024 瞿0

Product

Current Account
Annual interest rate payable for arranged overdrafts on 30 June 2024

Annual rate: 34.05%

Annual interest rate payable for unarranged overdrafts on 30 June 2024

Annual rate: 34.05%

Refused payment fee on 30 June 2024

瞿0

Product

Bank Account Pay Monthly
Annual interest rate payable for arranged overdrafts on 30 June 2024

Annual rate: 34.05%

Annual interest rate payable for unarranged overdrafts on 30 June 2024

Annual rate: 0%

Refused payment fee on 30 June 2024

瞿0

Product

Graduate Bank Account Year 1
Annual interest rate payable for arranged overdrafts on 30 June 2024

Annual rate: 34.05%

Annual interest rate payable for unarranged overdrafts on 30 June 2024

Annual rate: 34.05%

Refused payment fee on 30 June 2024

瞿0

Product

Graduate Bank Account Year 2
Annual interest rate payable for arranged overdrafts on 30 June 2024 Annual rate: 34.05%
Annual interest rate payable for unarranged overdrafts on 30 June 2024 Annual rate: 34.05%
Refused payment fee on 30 June 2024

瞿0

Product

Student Bank Account
Annual interest rate payable for arranged overdrafts on 30 June 2024

Annual rate: 0%

Annual interest rate payable for unarranged overdrafts on 30 June 2024

Annual rate: 0%

Refused payment fee on 30 June 2024

瞿0

Product

Premier Bank Account
Annual interest rate payable for arranged overdrafts on 30 June 2024

Annual rate: 34.05%

Annual interest rate payable for unarranged overdrafts on 30 June 2024

Annual rate: 34.05%

Refused payment fee on 30 June 2024

瞿0

Product

Premier Bank Account (retained Jade Benefits)
Annual interest rate payable for arranged overdrafts on 30 June 2024 Annual rate: 34.05%
Annual interest rate payable for unarranged overdrafts on 30 June 2024 Annual rate: 34.05%
Refused payment fee on 30 June 2024 瞿0

Product

Private Banking Account

Annual interest rate payable for arranged overdrafts on 30 June 2024 Annual rate: 34.05%
Annual interest rate payable for unarranged overdrafts on 30 June 2024

Annual rate: 34.05%

Refused payment fee on 30 June 2024

瞿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 and 30 June 2024

Product

Advertised APR* during the period

*All APRs assume an overdraft of 瞿1,200

Bank Account

38.9% APR variable

Bank (after Graduate) Account 5.8% APR variable

Advance Bank Account

38.9% APR variable

Advance (after Graduate) Bank Account 5.8% 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

0% APR variable

Student Bank Account

0% APR variable

Premier Bank Account

21.8% APR variable

Premier Bank Account (retained Jade benefits)

5.8% APR variable

Private Banking Account 5.8% APR variable

Product

Bank Account

Advertised APR* during the period

*All APRs assume an overdraft of 瞿1,200

38.9% APR variable

Product

Bank (after Graduate) Account

Advertised APR* during the period

*All APRs assume an overdraft of 瞿1,200

5.8% APR variable

Product

Advance Bank Account

Advertised APR* during the period

*All APRs assume an overdraft of 瞿1,200

38.9% APR variable

Product

Advance (after Graduate) Bank Account

Advertised APR* during the period

*All APRs assume an overdraft of 瞿1,200

5.8% APR variable

Product

Current Account

Advertised APR* during the period

*All APRs assume an overdraft of 瞿1,200

38.9% APR variable

Product

Bank Account Pay Monthly

Advertised APR* during the period

*All APRs assume an overdraft of 瞿1,200

38.9% APR variable

Product

Graduate Bank Account Year 1

Advertised APR* during the period

*All APRs assume an overdraft of 瞿1,200

0% APR variable

Product

Graduate Bank Account Year 2

Advertised APR* during the period

*All APRs assume an overdraft of 瞿1,200

0% APR variable

Product

Student Bank Account

Advertised APR* during the period

*All APRs assume an overdraft of 瞿1,200

0% APR variable

Product

Premier Bank Account

Advertised APR* during the period

*All APRs assume an overdraft of 瞿1,200

21.8% APR variable

Product

Premier Bank Account (retained Jade benefits)

Advertised APR* during the period

*All APRs assume an overdraft of 瞿1,200

5.8% APR variable

Product

Private Banking Account

Advertised APR* during the period

*All APRs assume an overdraft of 瞿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 answer your query online. Visit our Help page to find out how.