Personal Current Account Information

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 6% of customers;
• on average, in 7 days; and
• within 15 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 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:

• the same day, for 2% of customers;
• on average, in 4 days; and
• within 18 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 4% of customers;
• on average, in 5 days; and
• within 29 days for 99% of customers.

How quickly is an overdraft available?

Once an account is open, the overdraft is available:

• the same day, for 8% of customers;
• on average, in 6 days; and
• within 14 days for 99% of customers.

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