Your Credit Score
Thinking about applying for credit? Check Your Credit Score for free, with no impact on your credit file.
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? |
Telephone |
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 – 8pm, 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 – 8pm, 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 – 8pm, 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 – 8pm, 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 – 8pm, 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 – 8pm, 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 – 8pm, 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 – 8pm, 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 – 8pm, 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 |
Telephone0345 602 0000 |
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 |
Telephone0800 500 3996 |
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 – 8pm, 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 |
Telephone0345 720 3040 |
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.
Our service availability may be temporarily affected by the Coronavirus outbreak. Click here for more information.
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 – 8pm, 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 – 8pm, 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.
Our service availability may be temporarily affected by the Coronavirus outbreak. Click here for more information.
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 July 2023 and 30 September 2023 |
In the 12 months between 1 October 2022 and 30 September 2023 |
---|---|---|
Information about operational and security incidents:*Total number of incidents reported |
In the 3 months between 1 July 2023 and 30 September 20236 |
In the 12 months between 1 October 2022 and 30 September 202323 |
Information about operational and security incidents:Incidents affecting telephone banking |
In the 3 months between 1 July 2023 and 30 September 20230 |
In the 12 months between 1 October 2022 and 30 September 20231 |
Information about operational and security incidents:Incidents affecting mobile banking |
In the 3 months between 1 July 2023 and 30 September 20230 |
In the 12 months between 1 October 2022 and 30 September 20234 |
Information about operational and security incidents:Incidents affecting internet banking |
In the 3 months between 1 July 2023 and 30 September 20231 |
In the 12 months between 1 October 2022 and 30 September 20235 |
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 September 2023 |
Annual interest rate payable for unarranged overdrafts on 30 September 2023 |
Refused payment fee on 30 September 2023 |
---|---|---|---|
ProductCurrent Account |
Range of annual interest rates payable for arranged overdrafts on 30 September 202339.9% - 49.9% |
Annual interest rate payable for unarranged overdrafts on 30 September 20230.0% |
Refused payment fee on 30 September 2023£0 |
ProductReward Current Account |
Range of annual interest rates payable for arranged overdrafts on 30 September 202339.9% - 49.9% |
Annual interest rate payable for unarranged overdrafts on 30 September 20230.0% |
Refused payment fee on 30 September 2023£0 |
ProductUltimate Reward Current Account |
Range of annual interest rates payable for arranged overdrafts on 30 September 202339.9% - 49.9% |
Annual interest rate payable for unarranged overdrafts on 30 September 20230.0% |
Refused payment fee on 30 September 2023£0 |
ProductStudent Current Account |
Range of annual interest rates payable for arranged overdrafts on 30 September 20230.0% - 49.9%* |
Annual interest rate payable for unarranged overdrafts on 30 September 20230.0% |
Refused payment fee on 30 September 2023£0 |
*Over 94% 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 2023 and 30 September 2023
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.
|
|
---|---|
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 timeQ3 2023 |
ReportsOpen Banking Performance Q3 opens in new window (PDF, 163KB) |
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.
Halifax is a division of Bank of Scotland plc. Registered in Scotland No. SC327000. Registered Office: The Mound, Edinburgh EH1 1YZ. Bank of Scotland plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 169628.