Service Quality Information for personal current accounts

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:

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 Banking

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.

Our service availability may be temporarily affected by the Coronavirus outbreak. Click here for more information.

How and when you can use your bank account to do the following things:

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.

Our service availability may be temporarily affected by the Coronavirus outbreak. Click here for more information.

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.

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.

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 www.lloydsbankinggroup.com/our-group/our-customers

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/

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

What is the interest rate being charged on our products?

*Over 99% 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 period between 6 April and 30 June 2020

*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.

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 97% of customers;
• on average, in 0 days; and
• within 2 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 7 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

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 3 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.

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.

These reports will help you to see how we're doing in Open Banking. They look at uptime, downtime, response and error rates. They're usually published quarterly. The first report only covers two weeks.

• 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.