BCOBS 7 Annex 1 Publication of information in a specified format

To open [this account OR any of our accounts], a new customer will need to provide us with the [following documents and information OR the documents and information set out [link to webpage on which the list is published]]. We may request additional information or documents in individual cases.

OR

We do not publish a list of the documents and information which all new customers will need to give us in order to open [this OR an] account.

You can open [this OR an] account:

• without visiting a branch

[✔/yes OR X/no OR in some cases]

• where a visit to a branch is required, without an appointment

[✔/yes OR X/no OR in some cases]

• by sending us documents and information electronically

[✔/yes OR X/no OR in some cases]

• by post

[✔/yes OR X/no OR in some cases]

24 hour help?

Telephone

2

Internet banking

Mobile banking

contact details

checking the balance and accessing a transaction history2

[✔/yes OR X/no]

sending money within the UK, including setting up a standing order

[✔/yes OR X/no]

sending money outside the UK

[✔/yes OR X/no]

paying in a cheque

[✔/yes OR X/no]

cancelling a cheque

[✔/yes OR X/no]

cash withdrawal in a foreign currency outside the UK

[✔/yes OR X/no]

a lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds

[✔/yes OR X/no]

a direct debit, or allowing someone to collect one or more payments from your account using your debit card number

[✔/yes OR X/no]

third party access to an account, for example under a power of attorney

[✔/yes OR X/no]

problems using internet banking or mobile banking

[✔/yes OR X/no]

reporting a suspected fraudulent incident or transaction

[✔/yes OR X/no]

progress following an account suspension or card cancellation, e.g. following a fraud incident

[✔/yes OR X/no]

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

[✔/yes OR X/no]

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].

2

Telephone banking

Internet banking

Mobile banking

checking the balance 2

accessing a transaction history2

sending money within the UK2

setting up a standing order2

sending money outside the UK

paying in a cheque

cancelling a cheque

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].

In the 3 months between [e.g. 1 April 2018 and 30 June 2018]

In the 12 months between [e.g. 1 April 2018 and 31 March 20192]

Total number of incidents reported

Incidents affecting telephone banking

Incidents affecting mobile banking

Incidents affecting internet banking

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 [indicate where e.g. website address]. OR We are not required to publish a summary of our complaints data for the most recent six month period.

The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at http://www.ombudsman-complaints-data.org.uk/.

OR

The Financial Ombudsman Service publishes its complaints data every six months. Its most recent publication does not contain any data relating to us.

Go to [insert link(s) to the information published under BCOBS 7.3.1R and BCOBS 7.3.3R(3)] to find out how you can open an account, and what information and documents you need to give us to open an account.

OR

We do not publish information about how you can open an account or what information and documents you need to give us to open an account.

How quickly do we open [personal/business] current accounts?

We give customers an account number and enable them to start paying into the account:

• the same day, for [x]% of customers;

• on average, in [x] days; and

• within [x] days for 99% of customers.

(for firms that publish a list under BCOBS 7.3.1R) These figures are based on the time taken from our receiving all the information and documents we ask for at [insert link(s) to the information published under BCOBS 7.3.1R], in a case where we don’t need any further information or documents to open the account.

OR

(for firms that do not publish a list under BCOBS 7.3.1R) These figures are based on the time taken from when we first receive an application 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 [x]% of customers;

• on average, in [x] days; and

• within [x] 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 [x]% of customers;

• on average, in [x] days; and

• within [x] days for 99% of customers.

How quickly is an overdraft available?

Once an account is open, the overdraft is available:

• the same day, for [x]% of customers;

• on average, in [x] days; and

• within [x] days for 99% of customers.

How quickly do we replace debit cards which have been lost, stolen or stopped?

We replace debit cards:

• the same day, for [x]% of customers;

• on average, in [x] days; and

• within [x] days for 99% of customers.