New customers wishing to transfer their account to us from another UK bank can take advantage of our Switching Service.
You will be asked to sign a set of request forms which will let us contact your old bank on your behalf to obtain all of the necessary information about regular payments on your old account. This will allow us to make sure the process of switching your account is quick and convenient for you. Likewise if you are an existing customer and wish to switch your account to a different bank, we will communicate directly with the other bank about regular payments on your existing account to help ensure that the process of switching to the new bank is similarly quick and convenient for you.
If you would like a printed copy of this information document please speak to a member of staff and we shall be pleased to assist.
For new customers, after your new account is open and you have signed the request forms, we will contact your previous bank within two business days to ask for the necessary information about your regular payments. Your previous bank will have up to five business days to provide information on your regular payments and to transfer any remaining funds on your accounts. Once we have received all of the information it can take up to five business days to contact regular payers and payees to provide your new account details
Likewise if you are an existing customer and you wish to switch your account to a different bank, we will take up to five business days to respond to any information requests received by the other bank.
Fees & Charges
We do not charge any fees or charges for the switching service. The switching service includes requesting information from your old bank about regular payments or providing similar information to a new bank. However there may be charges for payments we make as part of the switching service. Further details of these charges are available in our standard tariff.
We place great importance on providing the highest standards of service to our customers. If you feel that we have not met the high standards we strive to achieve then we encourage you to let us know. Your feedback is important to us as it allows us to improve our services and the products that we offer. We aim to get any complaints resolved as quickly as possible by the appropriate staff with the experience, knowledge and authority to handle the complaint efficiently and effectively. We therefore want to: make it easy for you to raise your complaint; listen to your complaint; consider your suggestions in putting matters right; ensure you are satisfied with how your complaint was handled; be polite, efficient and fair in all of our dealings with you. If you are not satisfied with the way a complaint has been handled you may be able to refer to the Financial Ombudsman Service:
The Financial Ombudsman Service
South Quay Plaza, 183 Marsh Wall, London E14 9SR
Telephone: 0800 023 4567 / 0300 123 9123 / +44 207 964 0500