Service Quality Information

The Financial Conduct Authority requires us to publish the following information about our personal current accounts:

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

	24 hour help?	Telephone	Internet banking	Mobile banking
Contact details	24 hour help?	Telephone03 456 100 100	Internet bankingfirst direct Online Banking**	Mobile bankingfirst direct Mobile Banking***
Checking the balance and accessing a transaction history	24 hour help?Yes	TelephoneMonday to Sunday, 24 hours	Internet bankingMonday to Sunday, 24 hours	Mobile bankingMonday to Sunday, 24 hours
Sending money within the UK, including setting up a standing order	24 hour help?Yes	TelephoneMonday to Sunday, 24 hours	Internet bankingMonday to Sunday, 24 hours	Mobile bankingMonday to Sunday, 24 hours
Sending money outside the UK	24 hour help?Yes	TelephoneMonday to Sunday, 24 hours	Internet bankingMonday to Sunday, 24 hours	Mobile bankingMonday to Sunday, 24 hours
Paying in a cheque	24 hour help?Yes	TelephoneMonday to Sunday, 24 hours	Internet bankingMonday to Sunday, 24 hours	Mobile bankingMonday to Sunday, 24 hours
Cancelling a cheque	24 hour help?Yes	TelephoneMonday to Sunday, 24 hours	Internet bankingMonday to Sunday, 24 hours	Mobile bankingMonday to Sunday, 24 hours
Cash withdrawal in a foreign currency outside the UK	24 hour help?Yes	TelephoneMonday to Sunday, 24 hours	Internet bankingMonday to Sunday, 24 hours	Mobile bankingMonday to Sunday, 24 hours
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?Yes	Telephone General Enquiries 03 456 100 100 Monday to Sunday, 24 hours. Specialised Credit Team 03 456 100 188 Monday to Friday, 08:00 - 18:00 Saturday, 08:00 - 16:00	Internet banking General Enquiries 03 456 100 100 Monday to Sunday, 24 hours. Specialised Credit Team 03 456 100 188 Monday to Friday, 08:00 - 18:00 Saturday, 08:00 - 16:00	Mobile banking General Enquiries 03 456 100 100 Monday to Sunday, 24 hours. Specialised Credit Team 03 456 100 188 Monday to Friday, 08:00 - 18:00 Saturday, 08:00 - 16:00
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number	24 hour help?Yes	TelephoneMonday to Sunday, 24 hours	Internet bankingMonday to Sunday, 24 hours	Mobile bankingMonday to Sunday, 24 hours
Third party access to an account, for example under a power of attorney	24 hour help?Yes	TelephoneMonday to Sunday, 24 hours	Internet bankingMonday to Sunday, 24 hours	Mobile bankingMonday to Sunday, 24 hours
Problems using internet banking or mobile banking	24 hour help?Yes	Telephone General Enquiries 03 456 100 100 Monday to Sunday, 24 hours General Enquiries 03 456 100 100 Monday to Sunday, 24 hours. Specialised Credit Team 03 456 100 188 Monday to Friday, 08:00 - 18:00 Saturday, 08:00 - 16:00	Internet banking General Enquiries 03 456 100 100 Monday to Sunday, 24 hours. Specialised Credit Team 03 456 100 188 Monday to Friday, 08:00 - 18:00 Saturday, 08:00 - 16:00	Mobile banking General Enquiries 03 456 100 100 Monday to Sunday, 24 hours. Specialised Credit Team 03 456 100 188 Monday to Friday, 08:00 - 18:00 Saturday, 08:00 - 16:00
Reporting a suspected fraudulent incident or transaction	24 hour help?Yes	TelephoneMonday to Sunday, 24 hours	Internet bankingMonday to Sunday, 24 hours	Mobile bankingMonday to Sunday, 24 hours
Progress following an account suspension or card cancellation, e.g. following a fraud incident	24 hour help?Yes	TelephoneMonday to Sunday, 24 hours	Internet bankingMonday to Sunday, 24 hours	Mobile bankingMonday to Sunday, 24 hours
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?Yes	Telephone 03 456 00 24 24 Monday to Friday, 08:00 - 20:00 Saturday, 09:00 - 18:00 Sunday, 10:00 - 18:00	Internet bankingMonday to Sunday, 24 hours	Mobile bankingMonday to Sunday, 24 hours

Note: this is a list of common queries. It does not represent the full list of queries you can take in relation to your account.

* To speak with a member of staff who has been suitably trained to discuss the action or matter.

** Requires registration for first direct Online Banking.

*** You must be registered for and use the latest version of the first direct Mobile Banking App.

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

	Telephone banking	Internet banking	Mobile banking
Checking the balance	Telephone bankingMonday to Sunday, 24 hours	Internet bankingMonday to Sunday, 24 hours	Mobile bankingMonday to Sunday, 24 hours
Accessing a transaction history	Telephone bankingMonday to Sunday, 24 hours	Internet bankingMonday to Sunday, 24 hours	Mobile bankingMonday to Sunday, 24 hours
Sending money within the UK	Telephone bankingMonday to Sunday, 24 hours	Internet bankingMonday to Sunday, 24 hours	Mobile bankingMonday to Sunday, 24 hours
Setting up a standing order*	Telephone bankingMonday to Sunday, 24 hours	Internet bankingMonday to Sunday, 24 hours	Mobile bankingMonday to Sunday, 24 hours
Sending money outside the UK	Telephone bankingMonday to Sunday, 24 hours	Internet bankingNot possible	Mobile bankingMonday to Sunday, 24 hours
Paying in a cheque	Telephone bankingNot possible	Internet bankingNot possible	Mobile bankingMonday to Sunday, 24 hours
Cancelling a cheque	Telephone bankingMonday to Sunday, 24 hours	Internet bankingMonday to Sunday, 24 hours	Mobile bankingMonday to Sunday, 24 hours

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.

*Setting up a standing order: On our mobile banking app, you can only set up regular payments to individuals e.g. family and friends.

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 from 1 January to 31 March 2025	In the 12 months from 1 April 2024 to 31 March 2025
Total number of incident reports	In the 3 months from 1 January to 31 March 20252	In the 12 months from 1 April 2024 to 31 March 20257
Incidents affecting telephone banking	In the 3 months from 1 January to 31 March 20250	In the 12 months from 1 April 2024 to 31 March 20250
Incidents affecting mobile banking	In the 3 months from 1 January to 31 March 20252	In the 12 months from 1 April 2024 to 31 March 20255
Incidents affecting internet banking	In the 3 months from 1 January to 31 March 20252	In the 12 months from 1 April 2024 to 31 March 20254

Important notes on incidents preventing our customers from using our payment services;

note: not all incidents included in these numbers will have impacted first direct personal current account customers
this data is reported for HSBC UK Bank Plc as a firm and includes all incidents that affected HSBC UK personal, HSBC UK business, first direct, M&S Bank and HSBC Innovation Bank customers
in some cases an incident may not have impacted any of the above service categories or in some cases may have impacted more than one category e.g. both telephone banking and internet banking.

Complaints data
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 this link.
	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/ Opens an overlay [Will show a security message first].

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 this link.

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/ Opens an overlay [Will show a security message first].

Opening a current account with us
Go to our opening an account section to find out how you can open an account and what information and documents you need to give us.
How quickly do we open personal current accounts? We give customers an account number and enable them to start paying into the account: the same day, for 65% of customers; on average, in 1 day; and within 19 days for 99% of customers These figures are based on the time taken from our receiving all the information and documents we ask for in our Security Procedures Document, 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: the same day, for 0% of customers; on average, in 6 days; and within 6 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 81% of customers; on average, in 1 day; and within 7 days for 99% of customers
How quickly is an overdraft available? Once an account is open, the overdraft is available: the same day, for 97% of customers; on average, in 1 day; and within 33 days for 99% of customers

Opening a current account with us

Go to our opening an account section to find out how you can open an account and what information and documents you need to give us.

How quickly do we open personal current accounts?

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

the same day, for 65% of customers;
on average, in 1 day; and
within 19 days for 99% of customers

These figures are based on the time taken from our receiving all the information and documents we ask for in our Security Procedures Document, 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:

the same day, for 0% of customers;
on average, in 6 days; and
within 6 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 81% of customers;
on average, in 1 day; and
within 7 days for 99% of customers

How quickly is an overdraft available?

Once an account is open, the overdraft is available:

the same day, for 97% of customers;
on average, in 1 day; and
within 33 days for 99% of customers

Replacing a debit card
How quickly do we replace debit cards which have been lost, stolen or stopped? We replace debit cards: the same day, for 0% of customers; on average, in 3 days; and within 6 days for 99% of customers.

Replacing a debit card

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

We replace debit cards:

the same day, for 0% of customers;
on average, in 3 days; and
within 6 days for 99% of customers.

Opening an account

To open this account, a new customer will need to provide us with the documents and information set out in our Security Procedures Document (PDF). We may request additional information or documents in individual cases.

You can open this account:
You can open this account:Without visiting a branch	Yes
You can open this account:Where a visit to a branch is required, without an appointment	N/A
You can open this account:By sending us documents and information electronically	Yes
You can open this account:By post	Yes

What is the interest rate being charged on our product?

Product	Annual interest rate payable for arranged overdrafts on 31 March 2025	Annual interest rate payable for unarranged overdrafts on 31 March 2025	Refused payment fee on 31 March 2025
Product 1st Account	Annual interest rate payable for arranged overdrafts on 31 March 202534.05%	Annual interest rate payable for unarranged overdrafts on 31 March 202534.05%	Refused payment fee on 31 March 2025£0

Annual Rate – This is the basic interest rate that’s used to calculate interest per day on any chargeable overdraft borrowing. It doesn’t take into account any compounding or fees.

How does our overdraft 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 January 2025 to 31 March 2025

Product	Advertised APR during the quarter
Product1st Account	Advertised APR during the quarter30.5% APR Variable

APR (Annual Percentage Rate) is the rate at which someone who is borrowing money is charged, calculated over a period of twelve months. It takes into account not just the interest, but also any other charges that may have to be paid and any interest free amount.

Find out more about the additional ways we support our personal current account customers.

The requirement to publish the Competition and Markets Authority independent service quality survey results for personal current accounts can be found here.