Personal Accounts


  • New customer number 0844 8482916
  • Existing customers- 08457 555555
  • Alternative  found- +44 (0)2476842100 (overseas- use this from UK and mobiles to save on the above charges )
  • Not necessarily UK based call centre- if you are ringing from UK request to speak to UK advisor.
  • Lost / stolen cards- 0870 0104 503
  • International number- +44 (0) 19285 84421-try this from UK to save money.

Charges/fees for basic current account- (not including interest charged or specialist services)

  • Minimum monthly funding charges- NO
  • No arranged overdraft fees.
  • Unarranged overdraft- over £15- Returned transaction fee £8 per item, Guaranteed transaction fee £8 per item (where the bank had to honour payment with insufficient funds), no more than five per day. No cap on maximum charges.

Complaint resolution procedure-

  • Unresolved complaints- no time specified for contacting customer- will be assigned a complaints handler.
  • Customer service charter- NO
  • Customer service satisfaction published- No
  • Complaints to FCA-01/07/12- 31/12/13- 118,031, 71 % closed within 8 weeks , 32% upheld (won) by complainees.

Average switch/set up of accounts-

  • New current account ~ 12 days
  • Switching current accounts 7 days

Business accounts-

  • New Business  0845 6010106
  • Existing customers 0845 6052345
  • Alternative numbers found- 0800 515 462 or 02476842091

Switching Business accounts-

  • ~7 days, clear procedure and actions detailed online- compensation agreement
  • ~12 days New Business account
  • Small business support? YES
  • Cannot find complaint procedure online. Assume you call business manager
  • Loyalty reward -proportion of fees refunded annually
  • New businesses free banking for 12 months
  • See our comparison table for charges

Credit cards, Mortgages & Savings

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