Information about Business Current Account Services

The Financial Conduct Authority requires us to publish the following information about our Business Current Accounts.

Availability of help and support in relation to certain services

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

	24 hour help	Telephone	Internet banking	Mobile banking
Contact details		03458353858	tsb.co.uk/business	TSB Business Mobile App
Checking the balance and transactions	No	Mon - Fri 8am - 6pm, Sat 9am - 2pm, Bank Holidays 9am - 2pm (Excluding Christmas Day, Boxing Day & New Years Day)	Not possible*	9am - 4.30pm Monday - Friday**
Sending money within the UK, including setting up a standing order	No	Mon - Fri 8am - 6pm, Sat 9am - 2pm, Bank Holidays 9am - 2pm (Excluding Christmas Day, Boxing Day & New Years Day)	Not possible*	9am - 4.30pm Monday - Friday**
Sending money outside the UK	No	Mon - Fri 8am - 6pm, Sat 9am - 2pm, Bank Holidays 9am - 2pm (Excluding Christmas Day, Boxing Day & New Years Day)	Not possible*	9am - 4.30pm Monday - Friday
Paying in a cheque	No	Mon - Fri 8am - 6pm, Sat 9am - 2pm, Bank Holidays 9am - 2pm (Excluding Christmas Day, Boxing Day & New Years Day)	Not possible	9am - 4.30pm Monday - Friday**
Cancelling a cheque	No	Mon - Fri 8am - 6pm, Sat 9am - 2pm, Bank Holidays 9am - 2pm (Excluding Christmas Day, Boxing Day & New Years Day)	Not possible	9am - 4.30pm Monday - Friday
Cash withdrawal in a foreign currency outside the UK	No	Mon - Fri 8am - 6pm, Sat 9am - 2pm, Bank Holidays 9am - 2pm (Excluding Christmas Day, Boxing Day & New Years Day)	Not possible	9am - 4.30pm Monday - Friday
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds	No	Mon - Fri 8am - 6pm, Sat 9am - 2pm, Bank Holidays 9am - 2pm (Excluding Christmas Day, Boxing Day & New Years Day)	Not possible	9am - 4.30pm Monday - Friday
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number	No	Mon - Fri 8am - 6pm, Sat 9am - 2pm, Bank Holidays 9am - 2pm (Excluding Christmas Day, Boxing Day & New Years Day)	Not possible	9am - 4.30pm Monday - Friday
Third party access to an account, for example under a power of attorney	No	Mon - Fri 8am - 6pm, Sat 9am - 2pm, Bank Holidays 9am - 2pm (Excluding Christmas Day, Boxing Day & New Years Day)	Not possible	9am - 4.30pm Monday - Friday
Problems using internet banking or mobile banking	No	Mon - Fri 8am - 6pm, Sat 9am - 2pm, Bank Holidays 9am - 2pm (Excluding Christmas Day, Boxing Day & New Years Day)	Not possible	9am - 4.30pm Monday - Friday
Reporting a suspected fraudulent incident or transaction	Yes	Non card related fraud 0800 096 8669 Mon-Sun 24/7 Credit/debit card fraud 0800 023 4113 Mon-Sun 24/7	Not possible	8am - 9pm 7 days a week
Progress following an account suspension or card cancellation, e.g. following a fraud incident	No	Mon - Fri 8am - 6pm, Sat 9am - 2pm, Bank Holidays 9am - 2pm (Excluding Christmas Day, Boxing Day & New Years Day)	Not possible	8am - 9pm 7 days a week
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	Mon - Fri 8am - 6pm, Sat 9am - 2pm, Bank Holidays 9am - 2pm (Excluding Christmas Day, Boxing Day & New Years Day)	Not possible	9am - 4.30pm Monday - Friday
Note: This is a list of common queries. 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. * You can carry out this service by logging into Internet Banking **You can carry out this service by logging into your Business Mobile App

Availability of certain services

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
Sending money within the UK	Mon – Fri: 7am – 8pm Sat: 9am – 2pm Bank Holidays: Unavailable	24 hours	24 hours
Setting up a standing order	Mon – Fri: 7am – 8pm Sat: 9am – 2pm Bank Holidays: Unavailable	24 hours	Not possible
Sending money outside the UK	Mon – Fri: 7am – 8pm Sat: 9am – 2pm Bank Holidays: Unavailable	24 hours	Not possible
Paying in a cheque	Not possible	Not possible	24 hours
Cancelling a cheque	Mon – Fri: 7am – 8pm Sat: 9am – 2pm Bank Holidays: Unavailable	Not possible	Not possible
Note: This is a list of common actions. It does not represent the full list of those you can take in relation to your account, or actions you can take in one of our branches.

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 2024 - 30 September 2024	In the 12 months between 1 October 2023 – 30 September 2024
Total number of incidents reported	1	5
Incidents affecting telephone banking	1	5
Incidents affecting mobile banking	1	5
Incidents affecting internet banking	0	4

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. View the most recent Complaints Page.
The Financial Ombudsman Service publishes its complaints data every six months, which you can view on their site.

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.

View the most recent Complaints Page.

The Financial Ombudsman Service publishes its complaints data every six months, which you can view on their site.

Account opening information

How quickly do we open business current accounts?
We give customers an account number and enable them to start paying into the account: the same day, for 14% of customers; on average, in 4 days; and within 15 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 a case where we don’t need any further information or documents to open the account.

How quickly do we open business current accounts?

We give customers an account number and enable them to start paying into the account:
the same day, for 14% of customers;
on average, in 4 days; and
within 15 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 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 7 days; and within 7 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 95% of customers; on average, in 1 day; and within 6 days for 99% of customers.

How quickly is an overdraft available?
Once an account is open, the overdraft is available: the same day, for 17% of customers; on average, in 6 days; and within 27 days for 99% of customers.

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 7 days; and within 7 days for 99% of customers.

Opening a current account with us
You can find out how you can open an account, and what information and documents you need to give us to open one in our Information you need to know document.

Opening a current account with us
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. In individual cases, we may request additional information or documents.
You can open an account: without visiting a branch – in some cases where a visit to a branch is required, without an appointment -yes by sending us documents and information electronically – in some cases by post - no

Opening a current account with us

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. In individual cases, we may request additional information or documents.

You can open an account:

without visiting a branch – in some cases
where a visit to a branch is required, without an appointment -yes
by sending us documents and information electronically – in some cases
by post - no

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. They ask specifically whether our customers can speak to one of our Partners on the phone.

The CMA also requires us to publish service information in relation to our current accounts. This can be found on our personal current accounts and business current accounts service quality pages.