Information about current account services

The Financial Conduct Authority requires us to publish the following information about our business current accounts.

Information about current account services

How and when you can contact us to ask about the following things:

We will be here to help you Monday – Sunday 9am – 5pm.

 

24 hour help?

Telephone *1

Internet banking

Note: Includes both Online Banking (available to some business customers) and iBB (available to all business customers)

Mobile banking

contact details

No

0345 601 6262 *2

Not possible

 

checking the balance and accessing a transaction history

No

9am – 5pm Mon-Sun (excluding bank holidays) ^

Not possible

Not Available

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

No

9am – 5pm Mon-Sun (excluding bank holidays)  ^

Not possible

Not Available

sending money outside the UK

No

9am – 5pm Mon-Sun (excluding bank holidays)  ^

Not possible

Not Available

paying in a cheque

No

9am – 5pm Mon-Sun (excluding bank holidays)  ^

Not possible

Not Available

cancelling a cheque

No

9am – 5pm Mon-Sun (excluding bank holidays)  ^

Not possible

Not Available

cash withdrawal in a foreign currency outside the UK

No

9am – 5pm Mon-Sun (excluding bank holidays)  ^

Not possible

Not Available

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

No

9am – 5pm Mon-Sun (excluding bank holidays)  ^

Not possible

Not Available

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

No

9am – 5pm Mon-Sun (excluding bank holidays)  ^

Not possible

Not Available

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

No

9am – 5pm Mon-Sun (excluding bank holidays)  ^

Not possible

Not Available

problems using internet banking or mobile banking

No

9am – 5pm Mon-Sun (excluding bank holidays)  ^

Not possible

Not Available

reporting a suspected fraudulent incident or transaction Yes 24 hours / 7 days a week
contact via:
028 9024 1822
Not possible Not Available
progress following an account suspension or card cancellation, e.g. following a fraud incident Yes 24 hours / 7 days a week
contact via:
028 9024 1822
Not possible Not Available
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 No
9am – 5pm Mon-Sun (excluding bank holidays)  ^ Not possible Not Available
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.
 
* 1 - The above listed availability indicates times when you can talk to a suitably experienced member of staff and does not  include interaction with automated responses or referral to FAQs
* 2 - Call charges may vary - refer to your service provider
^ Telephone support for non-customers and for customers who are not registered for Online Services is available 9am to 5pm, Monday to Sunday.
 
 

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

 
 

Telephone banking *1

Internet banking *1

Note: Includes both Online Banking (available to some business customers) and iBB (available to all business customers)

Mobile banking

checking the balance  24 hours / 7 days  24 hours / 7 days Not Available
accessing a transaction history
24 hours / 7 days *2 24 hours / 7 days *2 Not Available
sending money within the UK 9am – 5pm Mon-Sun (excluding bank holidays) *4 24 hours / 7 days *4 Not Available
setting up a standing order 9am – 5pm Mon-Sun (excluding bank holidays) *3 24 hours / 7 days Not Available
sending money outside the UK
Not possible 24 hours / 7 days *5 Not Available
paying in a cheque Not possible Not possible Not Available
cancelling a cheque 9am – 5pm Mon-Sun (excluding bank holidays)  Not possible Not Available
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.
* 1 - Please note, Online Services may be unavailable between 3:00am and 7:00am daily due to essential maintenance.
* 2 - You will be able to hear up to 88 transactions via Phoneline Banking.  You will be able to view up to 100 transaction lines via Online Banking and up to 7 years Statements. You will be able to view up to 180 days of transactions via iBB.
* 3 - You will be able to set up a new Standing Order through Phoneline Banking by speaking to a Customer Service Adviser between 9am – 5pm Mon-Sun (excluding bank holidays)  or through Online Banking.  You will require a Card Reader to set up a new Standing Order. You can also set up a Standing Order through iBB and will need your Digipass.
* 4 - You will be able to send payments to existing payees on Phoneline Banking. You will only be able to send a payment to a brand new payee by firstly adding the payee on Online Banking (Card Reader required) You can use iBB to send a payment to a brand new payee.
* 5 - You will be able to send money outside the UK via iBB if you have availed of the International Payments module.  You will not be able to send money outside the UK via Online Banking.

Operational and security incidents

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.

 

In the 3 months between 1 July 2023 and 30 September 2023

In the 12 months between 1 October 2022 and 30 September 2023

Total number of incidents reported 0 0
Incidents affecting telephone banking 0 0
Incidents affecting mobile banking 0 0
Incidents affecting internet banking 0 0

Complaints

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 https://aibgb.co.uk/help-and-guidance/customer-service/complaint-reporting-statistics
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/.

Supporting the needs of all our customers

Information on the key ways we support the needs of all personal current account customers can be found here.