Personal Current Account Information
The Financial Conduct Authority requires us to publish the following information about our personal current accounts.
Information about how to open a current account
To open any of our accounts, a new customer will need to provide us with the documents and information set out on our Become a customer page. We may request additional information or documents in individual cases.
| You can open an account: | |
|---|---|
| without visiting a branch | Yes |
| where a visit to a branch is required, without an appointment | In Some Cases |
| by sending us documents and information electronically | Yes |
| by post | No |
How and when you can contact us to ask about the following things:
| 24 hour help | Telephone | Internet Banking | Mobile Banking | |
|---|---|---|---|---|
| Contact Details | 0345 6002 882 | https://danskebank.co.uk | https://danskebank.co.uk/waystobank | |
| checking the balance and transactions | No | Monday-Friday 8am-6pm* Saturday 9am-1pm |
Monday-Friday 8am-6pm* Saturday 9am-1pm |
Not Possible |
| sending money within the UK, including setting up a standing order | No | Monday-Friday 8am-6pm* Saturday 9am-1pm |
Monday-Friday 8am-6pm* Saturday 9am-1pm |
Not Possible |
| sending money outside the UK | No | Monday-Friday 8am-6pm* Saturday 9am-1pm |
Monday-Friday 8am-6pm* Saturday 9am-1pm |
Not Possible |
| paying in a cheque | No | Monday-Friday 8am-6pm* Saturday 9am-1pm |
Monday-Friday 8am-6pm* Saturday 9am-1pm |
Not Possible |
| cancelling a cheque | No | Monday-Friday 8am-6pm* Saturday 9am-1pm |
Monday-Friday 8am-6pm* Saturday 9am-1pm |
Not Possible |
| cash withdrawal in a foreign currency outside the UK | No | Monday-Friday 8am-6pm* Saturday 9am-1pm |
Monday-Friday 8am-6pm* Saturday 9am-1pm |
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 | No | Monday-Friday 8am-6pm* Saturday 9am-1pm |
Monday-Friday 8am-6pm* Saturday 9am-1pm |
Not Possible |
| a direct debit, or allowing someone to collect one or more payments from your account using your debit card number | No | Monday-Friday 8am-6pm* Saturday 9am-1pm |
Monday-Friday 8am-6pm* Saturday 9am-1pm |
Not Possible |
| third party access to an account, for example under a power of attorney | No | Monday-Friday 8am-6pm* Saturday 9am-1pm |
Monday-Friday 8am-6pm* Saturday 9am-1pm |
Not Possible |
| problems using internet banking or mobile banking | No | 0345 603 1534 Monday-Friday 8am–6pm* Saturday and Sunday 9am–5pm |
Not Possible | Not Possible |
| reporting a suspected fraudulent incident or transaction | Yes | 0800 917 7657 24 Hours |
Monday-Friday 8am-6pm* Saturday 9am-1pm |
Not Possible |
| progress following an account suspension or card cancellation, e.g. following a fraud incident | No | 0345 6002 882 Monday-Friday 8am-6pm* Saturday 9am-1pm |
Monday-Friday 8am-6pm* Saturday 9am-1pm |
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 | No | 0800 660 033 Monday-Friday 8am-6pm* Saturday 9am-1pm |
Monday-Friday 8am-6pm* Saturday 9am-1pm Existing Internet Banking Customers Only |
Not Possible |
Notes:
- This is a list of the most common queries we get, but it isn’t a full list of everything you can ask us about your account. You can get in touch on the phone, using secure mail, using Live Chat or in one of our branches
- *Except Bank Holidays or other holidays in Northern Ireland when the bank is not open
- Internet Banking service and Mobile Banking service may be temporarily unavailable when we are carrying out routine maintenance.
How and when you can use your bank account to do the following things:
| Telephone Banking | Internet Banking | Mobile Banking | |
|---|---|---|---|
| checking the balance | Not Possible | 24 hours | 24 hours |
| accessing a transaction history | Not Possible | 24 hours | 24 hours |
| setting up a standing order | Not Possible | 24 hours | 24 hours |
| sending money in the UK | Not Possible | 24 hours | 24 hours |
| sending money outside the UK | Not Possible | 24 hours | 24 hours |
| paying in a cheque | Not Possible | Not Possible | Not Possible |
| cancelling a cheque | Not Possible | Not Possible | Not Possible |
Notes :
- This is a list of common actions you can take when you’re using your account. If you want to ask us something, you can get in touch on the phone, using secure mail, using Live Chat or in one of our branches.
- Internet Banking service and Mobile Banking service may be temporarily unavailable when we are carrying out routine maintenance.
- Telephone Banking service is not available to new customers, but existing customers may still be able to use it.
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 and 30 September 2024 | In the 12 months between 1 October 2023 and 30 September 2024 | |
|---|---|---|
| Total number of incidents reported | 0 | 2 |
| Incidents affecting telephone banking | 0 | 0 |
| Incidents affecting mobile banking | 0 | 2 |
| Incidents affecting internet banking | 0 | 2 |
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 our complaints report page.
The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at www.ombudsman-complaints-data.org.uk
What is the interest rate being charged on our products?
| Product | Annual interest rates payable for arranged overdrafts on 30 September 2024 | Annual interest rates payable for unarranged overdrafts on 30 September 2024 | Refused payment fee on 30 September 2024 |
|---|---|---|---|
| Danske Choice | 39.0% | 0.00% | £1.50 |
| Danske Reward | 39.0% | 0.00% | £1.50 |
| Danske Choice Plus | 24.9% | 0.00% | £1.50 |
| Danske Prestige | 19.9% | 0.00% | £1.50 |
| Danske Freedom | 0.00% | 0.00% | £1.50 |
| Danske Standard | N/A | N/A | £1.50 |
| Danske Discovery | N/A | N/A | £0.00 |
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 July 2024 and 30 September 2024
| Product | Advertised APRs during the period |
|---|---|
| Danske Choice | 39.0% – 39.9% |
| Danske Reward | 41.7% – 42.6% |
| Danske Choice Plus | 38.7% – 39.5% |
| Danske Prestige | 42.3% – 43.1% |
| Danske Freedom | 0.00% |
| Danske Standard | N/A |
| Danske Discovery | N/A |
Opening a current account with us
Go to the current account opening information table 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:
These figures are based on the time taken from our receiving all the information and documents we ask for at Become a Customer, 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:
|
How quickly do customers get internet banking?Once an account is open, customers have internet banking:
|
How quickly is an overdraft available?Once an account is open, the overdraft is available:
These figures reflect the time taken when the overdraft is requested as part of the application to open a new current account. Time taken is up to when funds are available to withdraw and may include time taken by customers to provide relevant documentation. |
All measurements are in calendar days and so include weekends and bank holidays.
The 99% of customers’ measurement indicates that 99% of customers will receive the relevant service within this time.
Unless specified in each section above, all other measurements start from the point of account opening and end when the customer has received everything needed to access the service
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 9 days; and
- within 76 days for 99% of customers.
All measurements are in calendar days and so include weekends and bank holidays.
The 99% of customers’ measurement indicates that 99% of customers will receive the relevant service within this time.
Competition and Markets Authority Service quality results
The requirement to publish the Competition and Markets Authority Service Quality results for personal current accounts can be found at our Personal CMA Survey page and for business current accounts at our Business CMA Survey Page.
Supporting the needs of all our customers
If you have a current account with us, you can find out more information on the key ways we can support you when you need us on our Supporting the needs of all our customers web page.
Comparison Data – All Channels
These charts show the availability performance for all online channels.
