Personal current accounts
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 things1:
| 24 hour help? | Telephone | Internet banking |
Mobile banking | |
|---|---|---|---|---|
| Contact details |
Premier customers All other customers |
HSBC UK Online Banking2 | ||
| Checking the balance and accessing a transaction history |
Yes |
Monday to Sunday, 08:00 to 20:00 |
Not possible | Monday to Sunday, 24 hours |
| Sending money within the UK, including setting up a standing order |
Yes |
Monday to Sunday, 08:00 to 20:00 |
Not possible | Monday to Sunday, 24 hours |
| Sending money outside the UK |
Yes |
Monday to Sunday, 08:00 to 20:00 |
Not possible | Monday to Sunday, 24 hours |
| Paying in a cheque |
Yes | Monday to Sunday, 08:00 to 20:00 |
Not possible |
Monday to Sunday, 24 hours |
| Cancelling a cheque |
Yes |
Monday to Sunday, 08:00 to 20:00 |
Not possible | Monday to Sunday, 24 hours |
| Cash withdrawal in a foreign currency outside the UK |
Yes |
Monday to Sunday, 08:00 to 20:00 |
Not possible | Monday 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 |
Yes |
Monday to Sunday, 08:00 to 20:00 |
Not possible | Monday to Sunday, 24 hours |
| A direct debit, or allowing someone to collect one or more payments from your account using your debit card number |
Yes |
Monday to Sunday, 08:00 to 20:00 |
Not possible |
Monday to Sunday, 24 hours |
| Third party access to an account, for example under a power of attorney |
Yes |
Monday to Sunday, 08:00 to 20:00
|
Not possible | Monday to Sunday, 24 hours |
| Problems using internet banking or mobile banking |
Yes |
Monday to Sunday, 08:00 to 20:00 |
Not possible | Monday to Sunday, 24 hours |
| Reporting a suspected fraudulent incident or transaction |
Yes |
Monday to Sunday, 24 hours.
Please mention Fraud as the reason for your call when prompted. |
Not possible | Monday to Sunday, 24 hours |
| Progress following an account suspension or card cancellation, eg following a fraud incident |
Yes |
Monday to Sunday, 08:00 to 20:00
|
Not possible |
Monday 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 | Yes |
Monday to Sunday, 08:00 to 20:00 |
Not possible | Monday to Sunday, 24 hours |
|
Contact details |
|
| 24 hour help? | |
| Telephone |
Premier customers All other customers |
| Internet banking |
HSBC UK Online Banking2 |
| Mobile banking | |
|
Checking the balance and accessing a transaction history |
|
| 24 hour help? |
Yes |
| Telephone |
Monday to Sunday, 08:00 to 20:00 |
| Internet banking |
Not possible |
| Mobile banking | Monday to Sunday, 24 hours |
|
Sending money within the UK, including setting up a standing order |
|
| 24 hour help? |
Yes |
| Telephone |
Monday to Sunday, 08:00 to 20:00 |
| Internet banking |
Not possible |
| Mobile banking |
Monday to Sunday, 24 hours |
|
Sending money outside the UK |
|
| 24 hour help? |
Yes |
| Telephone |
Monday to Sunday, 08:00 to 20:00 |
| Internet banking |
Not possible |
| Mobile banking |
Monday to Sunday, 24 hours |
|
Paying in a cheque |
|
| 24 hour help? | Yes |
| Telephone |
Monday to Sunday, 08:00 to 20:00 |
| Internet banking |
Not possible |
| Mobile banking |
Monday to Sunday, 24 hours |
|
Cancelling a cheque |
|
| 24 hour help? |
Yes |
| Telephone |
Monday to Sunday, 08:00 to 20:00 |
| Internet banking |
Not possible |
| Mobile banking | Monday to Sunday, 24 hours |
|
Cash withdrawal in a foreign currency outside the UK |
|
| 24 hour help? |
Yes |
| Telephone |
Monday to Sunday, 08:00 to 20:00 |
| Internet banking |
Not possible |
| Mobile banking | Monday 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 |
Monday to Sunday, 08:00 to 20:00 |
| Internet banking |
Not possible |
| Mobile banking | Monday to Sunday, 24 hours |
|
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number |
|
| 24 hour help? |
Yes |
| Telephone |
Monday to Sunday, 08:00 to 20:00 |
| Internet banking |
Not possible |
| Mobile banking | Monday to Sunday, 24 hours |
|
Third party access to an account, for example under a power of attorney |
|
| 24 hour help? |
Yes |
| Telephone |
Monday to Sunday, 08:00 to 20:00
|
| Internet banking |
Not possible |
| Mobile banking | Monday to Sunday, 24 hours |
|
Problems using internet banking or mobile banking |
|
| 24 hour help? |
Yes |
| Telephone |
Monday to Sunday, 08:00 to 20:00 |
| Internet banking |
Not possible |
| Mobile banking | Monday to Sunday, 24 hours |
|
Reporting a suspected fraudulent incident or transaction |
|
| 24 hour help? |
Yes |
| Telephone |
Monday to Sunday, 24 hours.
Please mention Fraud as the reason for your call when prompted. |
| Internet banking |
Not possible |
| Mobile banking | Monday to Sunday, 24 hours |
|
Progress following an account suspension or card cancellation, eg following a fraud incident |
|
| 24 hour help? |
Yes |
| Telephone |
Monday to Sunday, 08:00 to 20:00
|
| Internet banking |
Not possible |
| Mobile banking | Monday 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 |
Monday to Sunday, 08:00 to 20:00 |
| Internet banking |
Not possible |
| Mobile banking | Monday to Sunday, 24 hours |
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.
1To speak to a member of staff who has been suitably trained to discuss the action or matter
2Requires registration for HSBC Online Banking
3You must be registered for and use the latest version of the HSBC UK 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 | Monday to Sunday, 24 hours | Monday to Sunday, 24 hours | Monday to Sunday, 24 hours |
| Accessing a transaction history |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
| Sending money within the UK |
Monday to Sunday, 24 hours | Monday to Sunday, 24 hours | Monday to Sunday, 24 hours |
| Setting up a standing order |
Monday to Sunday, 08:00 to 20:00
|
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
| Sending money outside the UK |
Monday to Sunday, 08:00 to 20:00 | Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
| Paying in a cheque |
Not possible |
Not possible |
Monday to Sunday, 24 hours |
| Cancelling a cheque |
Monday to Sunday, 08:00 to 20:00
|
Not possible | Not possible |
| Checking the balance | |
| Telephone banking | Monday to Sunday, 24 hours |
| Internet banking | Monday to Sunday, 24 hours |
| Mobile banking | Monday to Sunday, 24 hours |
|
Accessing a transaction history |
|
| Telephone banking |
Monday to Sunday, 24 hours |
| Internet banking |
Monday to Sunday, 24 hours |
| Mobile banking | Monday to Sunday, 24 hours |
|
Sending money within the UK |
|
| Telephone banking | Monday to Sunday, 24 hours |
| Internet banking | Monday to Sunday, 24 hours |
| Mobile banking | Monday to Sunday, 24 hours |
|
Setting up a standing order |
|
| Telephone banking |
Monday to Sunday, 08:00 to 20:00
|
| Internet banking |
Monday to Sunday, 24 hours |
| Mobile banking |
Monday to Sunday, 24 hours |
|
Sending money outside the UK |
|
| Telephone banking | Monday to Sunday, 08:00 to 20:00 |
| Internet banking |
Monday to Sunday, 24 hours |
| Mobile banking |
Monday to Sunday, 24 hours |
|
Paying in a cheque |
|
| Telephone banking |
Not possible |
| Internet banking |
Not possible |
| Mobile banking |
Monday to Sunday, 24 hours |
|
Cancelling a cheque |
|
| Telephone banking |
Monday to Sunday, 08:00 to 20:00
|
| Internet banking | Not possible |
| Mobile banking | Not possible |
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 or actions you can take in one of our branches.
Information about operational and security incidents
| In the 3 months from 1 October to 31 December 2023 | In the 12 months from 1 January to 31 December 2023 |
|
|---|---|---|
| Total number of incidents reported |
3 | 10 |
| Incidents affecting telephone banking |
0 | 0 |
| Incidents affecting mobile banking |
2 | 5 |
| Incidents affecting internet banking |
1 | 7 |
|
Total number of incidents reported |
|
| In the 3 months from 1 October to 31 December 2023 | 3 |
In the 12 months from 1 January to 31 December 2023 |
10 |
|
Incidents affecting telephone banking |
|
| In the 3 months from 1 October to 31 December 2023 | 0 |
In the 12 months from 1 January to 31 December 2023 |
0 |
|
Incidents affecting mobile banking |
|
| In the 3 months from 1 October to 31 December 2023 | 2 |
In the 12 months from 1 January to 31 December 2023 |
5 |
|
Incidents affecting internet banking |
|
| In the 3 months from 1 October to 31 December 2023 | 1 |
In the 12 months from 1 January to 31 December 2023 |
7 |
Important notes on incidents preventing our customers from using our payment services;
- Not all incidents will have impacted HSBC UK Bank 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, and first direct 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.
Open Banking, mobile banking and online banking performance and availability
View detailed information about how Open Banking and our digital banking services have performed. These are published every quarter.
To find out more about what we offer and how we’re doing it, view our Open Banking page.
October-December 2023 channel performance and availability.
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 on our Complaints data page. |
| 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/ |
| 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 on our Complaints data page. |
|---|---|
| Complaints data |
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/ |
Opening a current account with us
| 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 here. We may request additional information or documents in individual cases. |
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 27% of customers ● on average in 1 day and ● within 11 days for 99% of customers These figures are based on the time taken from our receiving all the information and documents we ask for at this link, 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 16 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 0% of customers ● on average, in 6 days and ● within 7 days for 99% of customers |
How quickly is an overdraft available?
Once an account is open, the overdraft is available: ● on same day, for 99% of customers ● on average, in 0 days and ● within 0 days for 99% of customers |
| 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 here. We may request additional information or documents in individual cases. |
|---|---|
| Opening a current account with 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 27% of customers ● on average in 1 day and ● within 11 days for 99% of customers These figures are based on the time taken from our receiving all the information and documents we ask for at this link, in a case where we don’t need any further information or documents to open the account. |
| Opening a current account with us |
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 16 days for 99% of customers |
| Opening a current account with us |
How quickly do customers get internet banking?
Once an account is open, customers have internet banking: ● the same day, for 0% of customers ● on average, in 6 days and ● within 7 days for 99% of customers |
| Opening a current account with us |
How quickly is an overdraft available?
Once an account is open, the overdraft is available: ● on same day, for 99% of customers ● on average, in 0 days and ● within 0 days for 99% of customers |
Replacing a debit card
| Replacing a debit card |
How quickly do we replace debit cards which have been lost, stolen or stopped? We replace debit cards: |
| Replacing a debit card |
How quickly do we replace debit cards which have been lost, stolen or stopped? We replace debit cards: |
|---|
How to open a bank account with us
To open any of our accounts, a new customer will need to provide us with the documents and information as set out in HSBC Safeguard.
We may request additional information or documents in individual cases.
| You can open an account: | |
|---|---|
| Without visiting a branch | In some cases |
| Where a visit to branch is required, without an appointment | In some cases |
| By sending us documents and information electronically | In some cases |
| By post | In some cases |
| You can open an account: | Without visiting a branch |
|---|---|
| In some cases | |
| You can open an account: | Where a visit to branch is required, without an appointment |
| In some cases | |
| You can open an account: | By sending us documents and information electronically |
| In some cases | |
| You can open an account: | By post |
| In some cases |
What is the interest rate being charged on our products?
Product |
Annual interest rate payable for arranged overdrafts on 31 December 2023 |
Annual interest rate payable for unarranged overdrafts on 31 December 2023 |
Refused payment fee on 31 December 2023 |
|---|---|---|---|
| Bank Account | Annual rate: 34.05% |
Annual rate: 34.05% |
£0 |
| Bank (after Graduate) Account | Annual rate: 34.05% | Annual rate 34.05% | £0 |
| Advance Bank Account | Annual rate: 34.05% |
Annual rate: 34.05% |
£0 |
| Advance (after Graduate) Bank Account | Annual rate: 34.05% | Annual rate: 34.05% | £0 |
| Current Account | Annual rate: 34.05% |
Annual rate: 34.05% |
£0 |
| Bank Account Pay Monthly | Annual rate: 34.05% |
Annual rate: 0% |
£0 |
| Graduate Bank Account Year 1 | Annual rate: 34.05% |
Annual rate: 34.05% |
£0 |
| Graduate Bank Account Year 2 | Annual rate: 34.05% | Annual rate: 34.05% | £0 |
| Student Bank Account | Annual rate: 0% |
Annual rate: 0% |
£0 |
| Premier Bank Account | Annual rate: 34.05% |
Annual rate: 34.05% |
£0 |
| Premier Bank Account (retained Jade Benefits) |
Annual rate: 34.05% | Annual rate: 34.05% | £0 |
Private Banking Account |
Annual rate: 34.05% | Annual rate: 34.05% |
£0 |
Product |
Bank Account |
|---|---|
| Annual interest rate payable for arranged overdrafts on 31 December 2023 |
Annual rate: 34.05% |
| Annual interest rate payable for unarranged overdrafts on 31 December 2023 |
Annual rate: 34.05% |
| Refused payment fee on 31 December 2023 |
£0 |
Product |
Bank (after Graduate) Account |
| Annual interest rate payable for arranged overdrafts on 31 December 2023 |
Annual rate: 34.05% |
| Annual interest rate payable for unarranged overdrafts on 31 December 2023 |
Annual rate 34.05% |
| Refused payment fee on 31 December 2023 |
£0 |
Product |
Advance Bank Account |
| Annual interest rate payable for arranged overdrafts on 31 December 2023 |
Annual rate: 34.05% |
| Annual interest rate payable for unarranged overdrafts on 31 December 2023 |
Annual rate: 34.05% |
| Refused payment fee on 31 December 2023 |
£0 |
Product |
Advance (after Graduate) Bank Account |
| Annual interest rate payable for arranged overdrafts on 31 December 2023 |
Annual rate: 34.05% |
| Annual interest rate payable for unarranged overdrafts on 31 December 2023 |
Annual rate: 34.05% |
| Refused payment fee on 31 December 2023 |
£0 |
Product |
Current Account |
| Annual interest rate payable for arranged overdrafts on 31 December 2023 |
Annual rate: 34.05% |
| Annual interest rate payable for unarranged overdrafts on 31 December 2023 |
Annual rate: 34.05% |
| Refused payment fee on 31 December 2023 |
£0 |
Product |
Bank Account Pay Monthly |
| Annual interest rate payable for arranged overdrafts on 31 December 2023 |
Annual rate: 34.05% |
| Annual interest rate payable for unarranged overdrafts on 31 December 2023 |
Annual rate: 0% |
| Refused payment fee on 31 December 2023 |
£0 |
Product |
Graduate Bank Account Year 1 |
| Annual interest rate payable for arranged overdrafts on 31 December 2023 |
Annual rate: 34.05% |
| Annual interest rate payable for unarranged overdrafts on 31 December 2023 |
Annual rate: 34.05% |
| Refused payment fee on 31 December 2023 |
£0 |
Product |
Graduate Bank Account Year 2 |
| Annual interest rate payable for arranged overdrafts on 31 December 2023 |
Annual rate: 34.05% |
| Annual interest rate payable for unarranged overdrafts on 31 December 2023 |
Annual rate: 34.05% |
| Refused payment fee on 31 December 2023 |
£0 |
Product |
Student Bank Account |
| Annual interest rate payable for arranged overdrafts on 31 December 2023 |
Annual rate: 0% |
| Annual interest rate payable for unarranged overdrafts on 31 December 2023 |
Annual rate: 0% |
| Refused payment fee on 31 December 2023 |
£0 |
Product |
Premier Bank Account |
| Annual interest rate payable for arranged overdrafts on 31 December 2023 |
Annual rate: 34.05% |
| Annual interest rate payable for unarranged overdrafts on 31 December 2023 |
Annual rate: 34.05% |
| Refused payment fee on 31 December 2023 |
£0 |
Product |
Premier Bank Account (retained Jade Benefits) |
| Annual interest rate payable for arranged overdrafts on 31 December 2023 |
Annual rate: 34.05% |
| Annual interest rate payable for unarranged overdrafts on 31 December 2023 |
Annual rate: 34.05% |
| Refused payment fee on 31 December 2023 |
£0 |
Product |
Private Banking Account |
| Annual interest rate payable for arranged overdrafts on 31 December 2023 |
Annual rate: 34.05% |
| Annual interest rate payable for unarranged overdrafts on 31 December 2023 |
Annual rate: 34.05% |
| Refused payment fee on 31 December 2023 |
£0 |
Annual rate 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 do our overdrafts 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 October 2023 to 31 December 2023
Product |
Advertised APR* during the period *All APRs assume an overdraft of £1,200 |
|---|---|
Bank Account |
38.9% APR variable |
| Bank (after Graduate) Account | 5.8% APR variable |
Advance Bank Account |
38.9% APR variable |
| Advance (after Graduate) Bank Account | 5.8% APR variable |
Current Account |
38.9% APR variable |
Bank Account Pay Monthly |
38.9% APR variable |
Graduate Bank Account Year 1 |
0% APR variable |
Graduate Bank Account Year 2 |
0% APR variable |
Student Bank Account |
0% APR variable |
Premier Bank Account |
21.8% APR variable |
Premier Bank Account (retained Jade benefits) |
5.8% APR variable |
| Private Banking Account | 5.8% APR variable |
Product |
Bank Account |
|---|---|
Advertised APR* during the period *All APRs assume an overdraft of £1,200 |
38.9% APR variable |
Product |
Bank (after Graduate) Account |
Advertised APR* during the period *All APRs assume an overdraft of £1,200 |
5.8% APR variable |
Product |
Advance Bank Account |
Advertised APR* during the period *All APRs assume an overdraft of £1,200 |
38.9% APR variable |
Product |
Advance (after Graduate) Bank Account |
Advertised APR* during the period *All APRs assume an overdraft of £1,200 |
5.8% APR variable |
Product |
Current Account |
Advertised APR* during the period *All APRs assume an overdraft of £1,200 |
38.9% APR variable |
Product |
Bank Account Pay Monthly |
Advertised APR* during the period *All APRs assume an overdraft of £1,200 |
38.9% APR variable |
Product |
Graduate Bank Account Year 1 |
Advertised APR* during the period *All APRs assume an overdraft of £1,200 |
0% APR variable |
Product |
Graduate Bank Account Year 2 |
Advertised APR* during the period *All APRs assume an overdraft of £1,200 |
0% APR variable |
Product |
Student Bank Account |
Advertised APR* during the period *All APRs assume an overdraft of £1,200 |
0% APR variable |
Product |
Premier Bank Account |
Advertised APR* during the period *All APRs assume an overdraft of £1,200 |
21.8% APR variable |
Product |
Premier Bank Account (retained Jade benefits) |
Advertised APR* during the period *All APRs assume an overdraft of £1,200 |
5.8% APR variable |
Product |
Private Banking Account |
Advertised APR* during the period *All APRs assume an overdraft of £1,200 |
5.8% 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 can 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.