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Service Quality Information for personal current accounts
The Financial Conduct Authority requires us to publish the following information about our personal current accounts.
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The following times indicate how and when you can speak to a trained individual; automated services are also available.
How and when you can contact us to ask about the following things:
How and when you can contact us to ask about the following things: How and when you can contact us to ask about the following things:
24 hour help?
Telephone
Internet banking
Mobile banking
How and when you can contact us to ask about the following things:
Contact details
24 hour help?
Telephone
To discuss your contact details, please call us.
Internet banking
Mobile banking
How and when you can contact us to ask about the following things:
Checking the balance and accessing a transaction history
24 hour help?
x
Telephone
24/7 for our automated service or 8am to 6pm, seven days a week to speak to an advisor.
Internet banking
*Not possible
Mobile banking
**Not possible
How and when you can contact us to ask about the following things:
Sending money within the UK
24 hour help?
x
Telephone
24/7 for our automated service or 8am to 6pm, seven days a week to speak to an advisor.
Internet banking
*Not possible
Mobile banking
**Not possible
How and when you can contact us to ask about the following things:
Setting up a standing order or new Bill Payment
24 hour help?
x
Telephone
8am to 6pm, seven days a week.
Internet banking
*Not possible
Mobile banking
**Not possible
How and when you can contact us to ask about the following things:
Sending money outside the UK
24 hour help?
x
Telephone
Monday to Friday 8am – 8pm,
Saturday 8am - 4pm.
Internet banking
*Not possible
Mobile banking
**Not possible
How and when you can contact us to ask about the following things:
Paying in a cheque
24 hour help?
x
Telephone
8am to 6pm, seven days a week.
Internet banking
Not possible
Mobile banking
**Not possible
How and when you can contact us to ask about the following things:
Cancelling a cheque
24 hour help?
x
Telephone
8am to 6pm, seven days a week.
Internet banking
Not possible
Mobile banking
Not possible
How and when you can contact us to ask about the following things:
Cash withdrawal in a foreign currency outside the UK
24 hour help?
x
Telephone
8am to 6pm, seven days a week.
Internet banking
Not possible
Mobile banking
Not possible
How and when you can contact us to ask about the following things:
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?
x
Telephone
8am to 6pm, seven days a week.
Internet banking
Not possible
Mobile banking
Not possible
How and when you can contact us to ask about the following things:
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number
24 hour help?
x
Telephone
8am to 6pm, seven days a week.
Internet banking
Not possible
Mobile banking
Not possible
How and when you can contact us to ask about the following things:
Third party access to an account, for example under a power of attorney
24 hour help?
x
Telephone
8am to 6pm, seven days a week.
Internet banking
Not possible
Mobile banking
Not possible
How and when you can contact us to ask about the following things:
Problems using internet banking or mobile banking
24 hour help?
No
Telephone
If you’re having problems using Online Banking or Mobile Banking, please call us.
Internet banking
*Not possible
Mobile banking
**Not possible
How and when you can contact us to ask about the following things:
Reporting a suspected fraudulent incident or transaction
24 hour help?
Yes
Telephone
To report a fraudulent incident or transaction, please call us.
Internet banking
Not possible
Mobile banking
Not possible
How and when you can contact us to ask about the following things:
Progress following an account suspension or card cancellation, e.g. following a fraud incident
24 hour help?
x
Telephone
8am to 6pm, seven days a week.
Internet banking
Not possible
Mobile banking
Not possible
How and when you can contact us to ask about the following things:
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?
x
Telephone
8am to 6pm, seven days a week
Internet banking
Not possible
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 queries you can raise in one of our branches.
*You can carry out this service by logging into your Internet Banking
**You can carry out this service by logging into your Mobile BankingYou can also visit one of our branches to discuss these matters or any others in relation to opening or servicing your account. You can find your local branch using our branch finder.
Calls and online sessions may be monitored and recorded.
Not all Telephone Banking services are available 24 hours a day, 7 days a week.
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How and when you can use your bank account to do the following things:
How and when you can use your bank account to do the following things:
Telephone banking
Internet banking
Mobile banking
How and when you can use your bank account to do the following things:
Checking the balance
Telephone banking
- 24/7 for our automated service or 8am to 6pm, seven days a week to speak to an advisor.
Internet banking
- 24 Hours Monday to Sunday
Mobile banking
- 24 Hours Monday to Sunday
How and when you can use your bank account to do the following things:
Accessing a transaction history
Telephone banking
- 24/7 for our automated service or 8am to 6pm, seven days a week to speak to an advisor.
Internet banking
- 24 Hours Monday to Sunday
Mobile banking
- 24 Hours Monday to Sunday
How and when you can use your bank account to do the following things:
Sending money within the UK
Telephone banking
- 24/7 for our automated service or 8am to 6pm, seven days a week to speak to an advisor.
Internet banking
- 24 Hours Monday to Sunday
Mobile banking
- 24 Hours Monday to Sunday
How and when you can use your bank account to do the following things:
Setting up a standing order or new Bill Payment
Telephone banking
Lines are open 8am to 6pm, seven days a week.
Internet banking
- 24 Hours Monday to Sunday
Mobile banking
- 24 Hours Monday to Sunday
How and when you can use your bank account to do the following things:
Sending money outside the UK
Telephone banking
Lines are open Monday to Friday 8am – 8pm,
Saturday 8am - 4pm.
Not all Telephone Banking services are available 24 hours a day, seven days a week.Internet banking
- 24 Hours Monday to Sunday
Mobile banking
- 24 Hours Monday to Sunday
How and when you can use your bank account to do the following things:
Paying in a cheque
Telephone banking
Not possible
Internet banking
Not possible
Mobile banking
- 24 Hours Monday to Sunday
How and when you can use your bank account to do the following things:
Cancelling a cheque
Telephone banking
Lines are open 8am to 6pm, seven days a week.
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.
*Appropriate verification required
You can also visit one of our branches to discuss these matters or any others in relation to opening or servicing your account. You can find your local branch using our branch finder.
Calls and online sessions may be monitored and recorded.
Not all Telephone Banking services are available 24 hours a day, 7 days a week.
- 24/7 for our automated service or 8am to 6pm, seven days a week to speak to an advisor.
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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.
Information about operational and security incidents: Information about operational and security incidents:
In the 3 months between 1 July 2024 and 30 September 2024
In the 12 months between 1 October 2023 and 30 September 2024
Information about operational and security incidents:
*Total number of incidents reported
In the 3 months between 1 July 2024 and 30 September 2024
7
In the 12 months between 1 October 2023 and 30 September 2024
19
Information about operational and security incidents:
Incidents affecting telephone banking
In the 3 months between 1 July 2024 and 30 September 2024
0
In the 12 months between 1 October 2023 and 30 September 2024
1
Information about operational and security incidents:
Incidents affecting mobile banking
In the 3 months between 1 July 2024 and 30 September 2024
3
In the 12 months between 1 October 2023 and 30 September 2024
5
Information about operational and security incidents:
Incidents affecting internet banking
In the 3 months between 1 July 2024 and 30 September 2024
3
In the 12 months between 1 October 2023 and 30 September 2024
6
These numbers represent incidents affecting Halifax personal current account holders as well as Bank of Scotland, Intelligent Finance and St James’s Place Bank personal current account holders and Bank of Scotland business current account holders.
*A single incident that impacts more than one part of our business (Telephony, Mobile, Internet Banking) will only count as one reportable incident to the FCA. This means the total number of incidents reported to the FCA may be different to the sum of the incidents shown as impacting our telephone, mobile and internet services.
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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 https://www.lloydsbankinggroup.com
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/
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Opening a current account with us:
Go to information about how to open a current account to find out how you can open an account, and what information and documents you need to give us to open an account
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What is the interest rate being charged on our products?
Product
Range of annual interest rates payable for arranged overdrafts on 30 September 2024
Annual interest rate payable for unarranged overdrafts on 30 September 2024
Refused payment fee on 30 September 2024
Product
Current Account
Range of annual interest rates payable for arranged overdrafts on 30 September 2024
19.9% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 September 2024
0.0%
Refused payment fee on 30 September 2024
£0
Product
Reward Current Account
Range of annual interest rates payable for arranged overdrafts on 30 September 2024
19.9% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 September 2024
0.0%
Refused payment fee on 30 September 2024
£0
Product
Ultimate Reward Current Account
Range of annual interest rates payable for arranged overdrafts on 30 September 2024
19.9% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 September 2024
0.0%
Refused payment fee on 30 September 2024
£0
Product
Student Current Account
Range of annual interest rates payable for arranged overdrafts on 30 September 2024
0.0% - 49.9%*
Annual interest rate payable for unarranged overdrafts on 30 September 2024
0.0%
Refused payment fee on 30 September 2024
£0
*Over 98% of student overdraft limits are within the interest free amount with 0% EAR applicable to their whole limit.
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 and 30 September 2024Product
Advertised APR during the quarter
Product
Current Account
Advertised APR during the quarter
39.9%
Product
Reward Current Account
Advertised APR during the quarter
39.9%
Product
Ultimate Reward Current Account
Advertised APR during the quarter
61.7%*
Product
Student Current Account
Advertised APR during the quarter
0.0%
*The APR shown above includes the monthly maintaining the account fee, which is charged regardless of whether you use your arranged overdraft or not, and an interest free amount of £50. The representative EAR (annual interest rate) for this account is 39.9% variable, which is the same interest rate across all our accounts, except Student Account.
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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 100% of customers;
- on average, in 0 days; and
- within 0 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 https://www.halifax.co.uk/accountopeningguide/, 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 5 days; and
- within 6 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 2 days; and
- within 5 days for 99% of customers.
How quickly is an overdraft available?
Once an account is open, the overdraft is available:
- the same day, for 100% of customers;
- on average, in 0 days; and
- within 0 days for 99% of customers.
- All measurements are in calendar days and so include weekends and bank holidays.
- Account opening measurement starts when the customer has provided us with all of the documents and information we need and end when we notify the customer that their account is open and they can make deposits.
- All other measurements start from the point of account opening and end when the customer has received everything needed to access the service.
- The 99% of customers measurement indicates that 99% of customers will receive the relevant service within this time
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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 5 days; and
- within 6 days for 99% of customers.
- All measurements are in calendar days and so include weekends and bank holidays.
- Measurements start when the customer reports the card as lost, stolen or we stop the card for any other reason and a replacement card is requested. Measurements end when the customer has received their replacement debit card and, if applicable, their replacement PIN.
- The 99% of customers measurement indicates that 99% of customers will receive their debit card and, if applicable, their PIN within this time.
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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 at www.halifax.co.uk/accountopeningguide. We may request additional information or documents in individual cases.
Information about how to open a current account: You can open an account:
without visiting a branch
in some cases
where a visit to a branch is required, without an appointment
in some cases
by sending us documents and information electronically
in some cases
by post
no
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These reports will help you to see how we're doing in Open Banking. They look at uptime, downtime, response and error rates. They are published every quarter.
- To find out more about what we offer and how we're doing it, see our Open Banking pages.
- If you're more interested in the technical stuff, see the Open Banking Standard pages.
Period of time
Reports
Period of time
Q3 2024
Reports
Open Banking Performance Q3 (PDF) opens in new window (756KB)
The requirement to publish the Competition and Markets Authority independent service quality survey results for personal current accounts can be found here for Great Britain and Northern Ireland.
