The Financial Conduct Authority requires us to publish the following information about our personal current accounts.
Checking the balance and accessing a transaction history
Monday to Sunday, 24 hours
Sending money within the UK, including setting up a Standing Order*
Monday to Sunday, 24 hours
Sending money outside the UK*
Paying in a cheque*
Cancelling a cheque*
Cash withdrawal in a foreign currency outside the UK
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
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*
Third party access to an account, for example under a power of attorney
Monday to Sunday, 24 hours
Problems using internet banking or mobile banking
Monday to Sunday, 24 hours
Reporting a suspected fraudulent incident or transaction
Monday to Sunday, 24 hours
Progress following an account suspension or card cancellation e.g following a fraud incident
Monday to Sunday, 24 hours
*These features aren't available on Clubcard Pay+.
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.
Managing your account is quick and easy. You can find answers to the most commonly asked questions in the helpful information section.
It is not possible to speak directly with a member of staff (e.g. via webchat) through our Internet and Mobile Banking services, which is therefore why 'Not possible' is displayed for Internet Banking and Mobile Banking on the table above.