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

Contacting us for help

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


 24 hour help? Telephone Internet Banking Mobile Banking
Contact details FlexDirect: 0800 357357
FlexPlus: 0800 11 88 55
All other Flex Accounts: 0800 30 20 11
All lines are available 7 days a week, 365 days a year
Checking the balance and transactions No 8am - 8pm Not possible Not possible
Sending money within in the UK, including setting up a standing order No 8am - 8pm Not possible Not possible
Sending money outside the UK No 8am - 8pm Not possible Not possible
Paying in a cheque No 8am - 8pm Not possible Not possible
Cancelling a cheque No 8am - 8pm Not possible Not possible
Cash withdrawal in a foreign currency outside the UK No 8am - 8pm Not possible Not possible
A lack of funds: Including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds No 8am - 8pm Not possible Not possible
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number No 8am - 8pm Not possible Not possible
Third party access to an account, for example under a power of attorney No 8am - 8pm Not possible Not possible
Problems using internet banking or mobile banking No 8am - 8pm Not possible Not possible
Reporting a suspected fraudulent incident or transaction Yes 0800 464 30 51
24 Hours 		Not possible Not possible
Progress following an account suspension or card cancellation e.g. following a fraud incident Yes 24 Hours Not possible Not possible
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 8am - 8pm Not possible Not possible
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 of queries you can raise in one of our branches.

Using your bank account

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

Telephone Banking Internet Banking Mobile Banking
Checking the balance 24 hours 24 hours 24 hours
Accessing a transaction history 24 hours 24 hours 24 hours
Setting up a standing order Not possible 24 hours 24 hours
Sending money within the UK Not possible 24 hours 24 hours
Sending money outside the UK Not possible Not possible Not possible
Paying in a cheque Not possible Not possible Not possible
Cancelling a cheque Not possible Not possible Not possible
Note: This is a list of common actions. it does not represent the full list of actions you can raise in relation to your account, or of actions you can take in one of our branches.

Major Payment Service Incidents

Information about operational and security incidents

  In the 3 months between 1 Oct 2018 and 31 Dec 2018 In the 9 months between 1 April 2018 and 31 Dec 2018
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.
Total number of incidents reported 1
 5
Incidents affecting telephone banking 0 0
Incidents affecting mobile banking 0 1
Incidents affecting internet banking 0 1

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 here.

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

Information about how to open a current account

Opening a current account with us

Go to our current account overview page to find out how you can open an account, and what information and documents you need to give us to open an account.

Services at account opening

We give customers an account number and enable them to start paying into the account
The same day for
 100
 % of customers
On average in
 0 days, and
Within 0 days for 99% of customers
Once and account is open, we give customers a debit card
The same day for
 0
 % of customers
On average in
 7
 days, and
Within 11
 days for 99% of customers
Once an account is open, customers have Internet Banking
The same day for
 0
 % of customers
On average in
 13
 days, and
Within 29*
 days for 99% of customers
Once an account is open, overdraft is available
The same day for
 0
 % of customers
On average in
 1
 days, and
Within 5
 days for 99% of customers

* In the previous quarter we experienced some problems that affected the time taken to send card readers to some members.

Replacing a lost, stolen or stopped debit card

We replace debit cards
The same day for
 0
 % of customers
On average in
 6
 days, and
Within 9
 days for 99% of customers

Information about how to open a current account

To open any of our accounts, a new customer will need to provide us with the documents and information set out here. We may request additional information or documents in individual cases.

You can open an account:
Without visiting a branch Yes
Where a visit to a branch is required, without an appointment In some cases
By sending us documents and information electronically Yes
By post In some cases

Supporting your needs

If you have a specific need or concern and would like to know how we can support you, you’ll find all the ways we can support our current account members on our supporting your needs page.

The requirements to publish the Competition and Markets Authority Service Quality results for personal current accounts can be found at: