Statement of Fees

The Statement of Fees document has been introduced under the Payment Account Regulations 2015 and all banks must provide customers with them on personal payment accounts. 

The aim of these regulations is to be clear in how fees are charged, making it easier for customers to be able to compare payment accounts across all banks.  This includes using consistent wording to describe the types of fees charged and interest you may have paid or earned.

Your Statement of Fees is under the section ‘eStatements’ on your Online Banking.

To find your Statement of Fees click on the account you wish to view. Your first Statement of Fees will be dated between September and 31 October 2019 and then the anniversary of account opening for all subsequent ones.

You can tell the difference between an account statement and a Statement of Fees once you click into each statement by looking at the heading.

Please see Question 15 on how to find your anniversary date of account opening on your statement

No, it’s not a bill and you are not being charged new fees.  All fees and interest shown on your Statement of Fees have already been charged to your account.

Yes, you can. Your current account is free of charge once you remain in a credit position.  

You can also view Personal Banking Service Charges Explained  that goes into more detail if you need it.

Yes, you have two options:

• eStatements –Your Statement of Fees will be uploaded to your Online Banking profile in the section ‘eStatements’ for you to view and print anytime.

Or

• Paper Statements – Your Statement of Fees will be posted to you.

See Question 11 and 12 on how to switch the way you currently receive your Statement of Fees.

If you are registered for Online Banking then you will automatically receive your Statement of Fees as an e-Statement.

You can choose to stop receiving a paper statement if you don’t need it.

With Online Banking you can choose to 'Stop Paper Statements' on your accounts.

All you need is your Online Banking login details and your mobile phone number.

Step 1. Log into Online Banking

Step 2. Choose ‘eStatements’ from the ‘Accounts’ menu

Step 3. Select the ‘X’ beside the account you wish to stop paper statements for or select ‘Stop all paper statements’ and follow the on screen instructions.

Step 4. Confirm your mobile number.

You will receive a text message each time a new eStatement is available to view simply login to Online Banking to view your eStatement.

Please note that if you stop Paper Statements all statements for this account will change not just your Statement of Fees.

You will need to contact Phoneline Banking if you wish to receive paper statements.  Please phone 0345 601 6262. We are available between 8am and 12am (Midnight), 7 days a week.

Please note that if you switch to paper statements all statements for this account will change not just your Statement of Fees.

The time period the Statement of Fees covers can be found under the section “Period” on the first page of the document. This typically covers 12 months.

However, if you have received your first Statement of Fees before 31 October 2019 then it will cover the fees charged since 1 November 2018 until the date at the top of the document.

If you received your first or subsequent Statement of Fees after 31 October 2019 then it will be will be produced on the anniversary of your account opening date.

We will send you your Statement of Fees once a year on the anniversary of your account opening.

However, because the Statement of Fees is new, under regulations all customers have to receive their first statement on or before 31 October 2019.  This meant customers received a copy whether it is the anniversary date of their account opening or not. This means you may receive two Statement of Fees close together.

The time period that each statement covers will be clearly stated on the first page

No, we will send you your Statement of Fees on the anniversary of your account opening.

No, we are legally obliged to provide you with a Statement of Fees once a year.  You can however choose the way you want to receive them.

We will provide you with a Statement of Fees even if you don’t pay fees.

Yes. If you are registered for Online Banking, a copy is made viewable and to print under the section ‘eStatements’.  This copy is available on your Online Banking profile even if you receive your statements by post. If you receive paper statements and need a duplicate copy of your Statement of Fees to be sent to you, the following options are available for you to order it;

• You can contact us on 0345 646 0304 (+44 345 646 0304 if outside UK) to order. Our advisers are available between 9am to 5pm Monday - Friday (except on bank holidays). 

As the Statement of Fees is a yearly document, you might need to review your account statement for when you were charged that fee to check that it was correctly charged.

If you still wish to query the fee, you can contact us on 0345 600 5204 (+44 345 600 5204 if outside UK) to order. Our advisers are available between 9am to 5pm Monday - Friday (except on bank holidays).