Personal accounts


  • Customer services  existing customers 08457 404 404
  • New Customers 08456 040 626
  • International number- +44 (0) 1226261010 Can get through to call centre from landline and mobile-much cheaper!
  • UK call centre? Yes
  • Lost/stolen cards-08456 007010 International- +44 (0)1442 422929 reverse charges- +44(0)1442 422047
  • Webchat
  • Branch fax numbers are available
  • Facebook: YES but do not appear to respond to comments.

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

  • Minimum monthly funding charge? NO
  • Formal overdraft- No arrangement fees
  • Informal overdraft- 1st informal overdraft in 6 months- no charge, subsequent over £10 – £25 per day, same day buffer- no fees charged if account brought back into credit the same day.
  • Return item fee- up to £10 charge free, £10-25 -charged at £10 per item, £25 + charged at £25 per item, restricted to one charge per day. (fees will never be more than value of transaction.)

Complaint resolution procedure-

  • Ongoing complaints not assigned specialist handler- but do pledge to keep customers updated.

Customer service charter? No

  • Customer satisfaction records published ? No
  • Complaints recorded by FCA 1st July 2012-31st December 2012- (includes first direct bank) 64050, 87% closed within 8 weeks, 30% upheld (won ) by complainees

Set up of accounts

  • New current account up to 10 days
  • Switching  7 days

Business accounts

  • Free phone number- Yes- 0800 587 4986 Existing -NO- 08457 404 404, see call charges page as we could not find call charge rates online
  • Lost / stolen cards as above

Account set up

  • New accounts up to 14 days
  • Switching- 7 days
  • Business guidance offered through online knowledge centre
  • Complaints resolution procedure- very nice video online- if complaint more complex and cannot be resolved same day, promise to contact next working day.
  • Online chat available- YES
  • Branch numbers available- Not direct, Fax direct numbers.

Credit cards, Mortgages & Savings-

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