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The Financial Conduct Authority requires us to publish the following information about our 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:
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? |
TelephoneTo 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 |
Telephone24/7 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 |
Telephone24/7 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 |
Telephone8am 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 |
TelephoneMonday to Friday 8am – 8pm, |
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 |
Telephone8am to 6pm, seven days a week. |
Internet bankingNot 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 |
Telephone8am to 6pm, seven days a week. |
Internet bankingNot possible |
Mobile bankingNot 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 |
Telephone8am to 6pm, seven days a week. |
Internet bankingNot possible |
Mobile bankingNot 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 |
Telephone8am to 6pm, seven days a week. |
Internet bankingNot possible |
Mobile bankingNot 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 |
Telephone8am to 6pm, seven days a week. |
Internet bankingNot possible |
Mobile bankingNot 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 |
Telephone8am to 6pm, seven days a week. |
Internet bankingNot possible |
Mobile bankingNot 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 |
TelephoneIf 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 |
TelephoneTo report a fraudulent incident or transaction, please call us. |
Internet bankingNot possible |
Mobile bankingNot 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 |
Telephone8am to 6pm, seven days a week. |
Internet bankingNot possible |
Mobile bankingNot 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 |
Telephone8am to 6pm, seven days a week |
Internet bankingNot possible |
Mobile bankingNot 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 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.
Calls and online sessions may be monitored and recorded.
Not all Telephone Banking services are available 24 hours a day, 7 days a week.
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
|
Internet banking
|
Mobile banking
|
How and when you can use your bank account to do the following things:Accessing a transaction history |
Telephone banking
|
Internet banking
|
Mobile banking
|
How and when you can use your bank account to do the following things:Sending money within the UK |
Telephone banking
|
Internet banking
|
Mobile banking
|
How and when you can use your bank account to do the following things:Setting up a standing order or new Bill Payment |
Telephone bankingLines are open 8am to 6pm, seven days a week. |
Internet banking
|
Mobile banking
|
How and when you can use your bank account to do the following things:Sending money outside the UK |
Telephone bankingLines are open Monday to Friday 8am – 8pm, |
Internet banking
|
Mobile banking
|
How and when you can use your bank account to do the following things:Paying in a cheque |
Telephone bankingNot possible |
Internet bankingNot possible |
Mobile banking
|
How and when you can use your bank account to do the following things:Cancelling a cheque |
Telephone bankingLines are open 8am to 6pm, seven days a week. |
Internet bankingNot possible |
Mobile bankingNot 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.
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: |
In the 3 months between 1 April 2024 and 30 June 2024 |
In the 12 months between 1 July 2023 and 30 June 2024 |
---|---|---|
Information about operational and security incidents:*Total number of incidents reported |
In the 3 months between 1 April 2024 and 30 June 20247 |
In the 12 months between 1 July 2023 and 30 June 202418 |
Information about operational and security incidents:Incidents affecting telephone banking |
In the 3 months between 1 April 2024 and 30 June 20241 |
In the 12 months between 1 July 2023 and 30 June 20241 |
Information about operational and security incidents:Incidents affecting mobile banking |
In the 3 months between 1 April 2024 and 30 June 20242 |
In the 12 months between 1 July 2023 and 30 June 20242 |
Information about operational and security incidents:Incidents affecting internet banking |
In the 3 months between 1 April 2024 and 30 June 20242 |
In the 12 months between 1 July 2023 and 30 June 20244 |
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 https://www.lloydsbankinggroup.com/who-we-are/group-overview/complaints-data.html
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?
Product |
Range of annual interest rates payable for arranged overdrafts on 30 June 2024 |
Annual interest rate payable for unarranged overdrafts on 30 June 2024 |
Refused payment fee on 30 June 2024 |
---|---|---|---|
ProductCurrent Account |
Range of annual interest rates payable for arranged overdrafts on 30 June 202419.9% - 49.9% |
Annual interest rate payable for unarranged overdrafts on 30 June 20240.0% |
Refused payment fee on 30 June 2024£0 |
ProductReward Current Account |
Range of annual interest rates payable for arranged overdrafts on 30 June 202419.9% - 49.9% |
Annual interest rate payable for unarranged overdrafts on 30 June 20240.0% |
Refused payment fee on 30 June 2024£0 |
ProductUltimate Reward Current Account |
Range of annual interest rates payable for arranged overdrafts on 30 June 202419.9% - 49.9% |
Annual interest rate payable for unarranged overdrafts on 30 June 20240.0% |
Refused payment fee on 30 June 2024£0 |
ProductStudent Current Account |
Range of annual interest rates payable for arranged overdrafts on 30 June 20240.0% - 49.9%* |
Annual interest rate payable for unarranged overdrafts on 30 June 20240.0% |
Refused payment fee on 30 June 2024£0 |
*Over 95% 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 April 2024 and 30 June 2024
Product |
Advertised APR during the quarter |
---|---|
ProductCurrent Account |
Advertised APR during the quarter39.9% |
ProductReward Current Account |
Advertised APR during the quarter39.9% |
ProductUltimate Reward Current Account |
Advertised APR during the quarter61.7%* |
ProductStudent Current Account |
Advertised APR during the quarter0.0% |
*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.
How quickly do we open personal current accounts?
We give customers an account number and enable them to start paying into the account:
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:
How quickly do customers get internet banking?
Once an account is open, customers have internet banking:
How quickly is an overdraft available?
Once an account is open, the overdraft is available:
Replacing a debit card
How quickly do we replace debit cards which have been lost, stolen or stopped?
We replace debit cards:
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.
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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 |
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.
Period of time |
Reports |
---|---|
Period of timeQ2 2024 |
ReportsOpen Banking Performance Q2 (PDF) opens in new window (138KB) |
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.