Registered Office: Henry Duncan House, 120 George Street, Edinburgh, EH2 4LH. Not all telephone banking services are available 24/7. Your Business Banking Call Centre is available from 8am to 6pm Monday to Friday and 9am to 2pm Saturday (excluding UK public holidays).Ĭalls may be monitored and recorded in case we need to check we have carried out your instructions correctly and to help us improve our quality of service. If you have a hearing or speech impairment you can contact us using Text Relay or Textphone on 03 (lines are open 8am – 6pm Monday to Friday, 9am – 2pm Saturdays). If you’d like this in another format such as large print, Braille or audio please ask in branch. This can be found on our personal current accounts and business current accounts service quality pages. The CMA also requires us to publish service information in relation to our current accounts. They ask specifically whether our customers can speak to one of our Partners on the phone. This statement is not required to be published by the Financial Conduct Authority (FCA): We have to give you all of the information in the first table, Availability of help and support in relation to certain services, because it is required by our regulator, the FCA. by sending us documents and information electronically – in some cases.where a visit to a branch is required, without an appointment -yes.without visiting a branch – in some cases.In individual cases, we may request additional information or documents. To open any of our accounts, a new customer will need to provide us with the documents and information set out in our Identification we need from you document. **You can carry out this service by logging into your Business Mobile App * You can carry out this service by logging into Internet Banking It does not represent the full list of those you can raise in relation to your account, or queries you can raise in one of our branches. following a fraud incidentĪccount opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available Progress following an account suspension or card cancellation, e.g. Reporting a suspected fraudulent incident or transaction Problems using internet banking or mobile banking Third party access to an account, for example under a power of attorney Sending money within the UK, including setting up a standing orderĬash withdrawal in a foreign currency outside the UKĪ lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of fundsĪ direct debit, or allowing someone to collect one or more payments from your account using your debit card number Mon - Fri 8am - 6pm, Sat 9am - 2pm, Bank Holidays 9am - 2pm (Excluding Christmas Day, Boxing Day & New Years Day) How and when you can contact us to ask about the following things:
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