{ "meta": { "LastUpdated": "2026-02-13T10:44:00.001Z", "TotalResults": 1, "Agreement": "Use of the APIs and any related data will be subject to the terms of the Open Licence and subject to terms and conditions", "License": "https://www.openbanking.org.uk/open-licence", "TermsOfUse": "https://www.openbanking.org.uk/terms-conditions" }, "data": [ { "Brand": [ { "BrandName": "Bank of Scotland", "PublicationDate": "13-Feb-26", "MeasurementPeriodStartDate": "01-Oct-25", "MeasurementPeriodEndDate": "31-Dec-25", "Notes": "Service Quality Information for Business Current Accounts", "ServicesMatterAvailability": { "ServicesMatterAvailabilityDetails": [ { "MatterType": "CheckBalanceTransaction", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "Telephone", "24HourAvailable": "No", "Note": "The contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated response or online guidance.", "Day": [ { "Name": "Monday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Tuesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Wednesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Thursday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Friday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Saturday", "AvailableHours": [ { "OpeningTime": "0900", "ClosingTime": "1400" } ] } ] } ] }, { "MatterType": "CheckBalanceTransaction", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "InternetBanking", "24HourAvailable": "NotPossible", "Note": "The following contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated response or online guidance. You can carry out this service by logging into your Internet Banking" } ] }, { "MatterType": "CheckBalanceTransaction", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "MobileBanking", "24HourAvailable": "NotPossible", "Note": "The following contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated response or online guidance. You can carry out this service by logging into your Mobile Banking" } ] }, { "MatterType": "SendingMoneyWithinUK", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "Telephone", "24HourAvailable": "No", "Note": "The contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated response or online guidance.", "Day": [ { "Name": "Monday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Tuesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Wednesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Thursday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Friday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Saturday", "AvailableHours": [ { "OpeningTime": "0900", "ClosingTime": "1400" } ] } ] } ] }, { "MatterType": "SendingMoneyWithinUK", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "InternetBanking", "24HourAvailable": "NotPossible", "Note": "The following contact times indicate only where you can speak to a suitably trained individual. 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This does not include any self service, automated response or online guidance." } ] }, { "MatterType": "PayingInCheque", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "MobileBanking", "24HourAvailable": "NotPossible", "Note": "The following contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated response or online guidance. You can carry out this service by logging into your Mobile Banking" } ] }, { "MatterType": "CancellingCheque", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "Telephone", "24HourAvailable": "No", "Note": "The contact times indicate only where you can speak to a suitably trained individual. 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This does not include any self service, automated response or online guidance. You can carry out this service by logging into your Internet Banking" } ] }, { "MatterType": "CancellingCheque", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "MobileBanking", "24HourAvailable": "NotPossible", "Note": "The contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated response or online guidance." } ] }, { "MatterType": "CashWithdrawalForexOutsideUK", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "Telephone", "24HourAvailable": "No", "Note": "The contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated response or online guidance.", "Day": [ { "Name": "Monday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Tuesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Wednesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Thursday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Friday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Saturday", "AvailableHours": [ { "OpeningTime": "0900", "ClosingTime": "1400" } ] } ] } ] }, { "MatterType": "CashWithdrawalForexOutsideUK", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "InternetBanking", "24HourAvailable": "NotPossible", "Note": "The contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated response or online guidance." } ] }, { "MatterType": "CashWithdrawalForexOutsideUK", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "MobileBanking", "24HourAvailable": "NotPossible", "Note": "The contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated response or online guidance." } ] }, { "MatterType": "DenialLackOfFunds", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "Telephone", "24HourAvailable": "No", "Note": "The contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated response or online guidance.", "Day": [ { "Name": "Monday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Tuesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Wednesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Thursday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Friday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Saturday", "AvailableHours": [ { "OpeningTime": "0900", "ClosingTime": "1400" } ] } ] } ] }, { "MatterType": "DenialLackOfFunds", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "InternetBanking", "24HourAvailable": "NotPossible", "Note": "The contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated response or online guidance." } ] }, { "MatterType": "DenialLackOfFunds", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "MobileBanking", "24HourAvailable": "NotPossible", "Note": "The contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated response or online guidance." } ] }, { "MatterType": "CollectPaymentViaCard", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "Telephone", "24HourAvailable": "No", "Note": "The contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated response or online guidance.", "Day": [ { "Name": "Monday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Tuesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Wednesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Thursday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Friday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Saturday", "AvailableHours": [ { "OpeningTime": "0900", "ClosingTime": "1400" } ] } ] } ] }, { "MatterType": "CollectPaymentViaCard", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "InternetBanking", "24HourAvailable": "NotPossible", "Note": "The contact times indicate only where you can speak to a suitably trained individual. 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This does not include any self service, automated response or online guidance.", "Day": [ { "Name": "Monday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Tuesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Wednesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Thursday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Friday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Saturday", "AvailableHours": [ { "OpeningTime": "0900", "ClosingTime": "1400" } ] } ] } ] }, { "MatterType": "AccessViaPowerOfAttorney", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "InternetBanking", "24HourAvailable": "NotPossible", "Note": "The contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated response or online guidance." } ] }, { "MatterType": "AccessViaPowerOfAttorney", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "MobileBanking", "24HourAvailable": "NotPossible", "Note": "The contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated response or online guidance." } ] }, { "MatterType": "ProblemUsingMobileInternetBanking", "24HourHelp": "No", "ContactDetails": [ { "ContactType": "Phone", "ContactContent": "0345 300 2924" } ], "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "Telephone", "24HourAvailable": "No", "Note": "The contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated response or online guidance.", "Day": [ { "Name": "Monday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2200" } ] }, { "Name": "Tuesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2200" } ] }, { "Name": "Wednesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2200" } ] }, { "Name": "Thursday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2200" } ] }, { "Name": "Friday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2200" } ] }, { "Name": "Saturday", "AvailableHours": [ { "OpeningTime": "0800", "ClosingTime": "1800" } ] }, { "Name": "Sunday", "AvailableHours": [ { "OpeningTime": "0800", "ClosingTime": "1800" } ] } ] } ] }, { "MatterType": "ProblemUsingMobileInternetBanking", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "InternetBanking", "24HourAvailable": "NotPossible", "Note": "The following contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated response or online guidance. You can carry out this service by logging into your Internet Banking" } ] }, { "MatterType": "ProblemUsingMobileInternetBanking", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "MobileBanking", "24HourAvailable": "NotPossible", "Note": "The following contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated response or online guidance. You can carry out this service by logging into your Mobile Banking" } ] }, { "MatterType": "ReportFraudulentIncident", "24HourHelp": "Yes", "ContactDetails": [ { "ContactType": "Phone", "ContactContent": "0345 122 7801" } ], "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "Telephone", "24HourAvailable": "Yes", "ServiceLevelDescription": "24 Hours Monday to Sunday", "Note": "The contact times indicate only where you can speak to a suitably trained individual. 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This does not include any self service, automated response or online guidance." } ] }, { "MatterType": "ProgressAccountCardSuspension", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "Telephone", "24HourAvailable": "No", "Note": "The contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated response or online guidance.", "Day": [ { "Name": "Monday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Tuesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Wednesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Thursday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Friday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Saturday", "AvailableHours": [ { "OpeningTime": "0900", "ClosingTime": "1400" } ] } ] } ] }, { "MatterType": "ProgressAccountCardSuspension", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "InternetBanking", "24HourAvailable": "NotPossible", "Note": "The contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated response or online guidance." } ] }, { "MatterType": "ProgressAccountCardSuspension", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "MobileBanking", "24HourAvailable": "NotPossible", "Note": "The contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated response or online guidance." } ] }, { "MatterType": "HelpOpeningAccount", "24HourHelp": "No", "ContactDetails": [ { "ContactType": "Phone", "ContactContent": "0345 606 0286" } ], "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "Telephone", "24HourAvailable": "No", "Note": "The contact times indicate only where you can speak to a suitably trained individual. 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"Yes", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "InternetBanking", "ServiceLevelDescription": "24 Hours Monday to Sunday" } ] }, { "ActionType": "AccessingTransHistory", "24HourAvailable": "Yes", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "MobileBanking", "ServiceLevelDescription": "24 Hours Monday to Sunday" } ] }, { "ActionType": "SettingStandingOrder", "24HourAvailable": "No", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "TelephoneBanking", "Note": "Appropriate verification required", "Day": [ { "Name": "Monday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Tuesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Wednesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Thursday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Friday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Saturday", "AvailableHours": [ { "OpeningTime": "0900", "ClosingTime": "1400" } ] } ] } ] }, { "ActionType": "SettingStandingOrder", "24HourAvailable": "Yes", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "InternetBanking", "ServiceLevelDescription": "24 Hours Monday to Sunday" } ] }, { "ActionType": "SettingStandingOrder", "24HourAvailable": "NotPossible", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "MobileBanking" } ] }, { "ActionType": "SendingMoneyWithinUK", "24HourAvailable": "No", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "TelephoneBanking", "Note": "Appropriate verification required", "Day": [ { "Name": "Monday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Tuesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Wednesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Thursday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Friday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Saturday", "AvailableHours": [ { "OpeningTime": "0900", "ClosingTime": "1400" } ] } ] } ] }, { "ActionType": "SendingMoneyWithinUK", "24HourAvailable": "Yes", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "InternetBanking", "ServiceLevelDescription": "24 Hours Monday to Sunday" } ] }, { "ActionType": "SendingMoneyWithinUK", "24HourAvailable": "NotPossible", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "MobileBanking", "Note": "This is not possible for new payees, however you can send money within the UK to existing payees via the Mobile Banking app" } ] }, { "ActionType": "SendingMoneyOutsideUK", "24HourAvailable": "No", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "TelephoneBanking", "Note": "Appropriate verification required", "Day": [ { "Name": "Monday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Tuesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Wednesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Thursday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Friday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Saturday", "AvailableHours": [ { "OpeningTime": "0900", "ClosingTime": "1400" } ] } ] } ] }, { "ActionType": "SendingMoneyOutsideUK", "24HourAvailable": "Yes", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "InternetBanking", "ServiceLevelDescription": "24 Hours Monday to Sunday" } ] }, { "ActionType": "SendingMoneyOutsideUK", "24HourAvailable": "NotPossible", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "MobileBanking" } ] }, { "ActionType": "PayingInCheque", "24HourAvailable": "NotPossible", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "TelephoneBanking" } ] }, { "ActionType": "PayingInCheque", "24HourAvailable": "NotPossible", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "InternetBanking" } ] }, { "ActionType": "PayingInCheque", "24HourAvailable": "Yes", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "MobileBanking", "ServiceLevelDescription": "24 Hours Monday to Sunday" } ] }, { "ActionType": "CancellingCheque", "24HourAvailable": "No", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "TelephoneBanking", "Note": "Appropriate verification required", "Day": [ { "Name": "Monday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Tuesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Wednesday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Thursday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Friday", "AvailableHours": [ { "OpeningTime": "0700", "ClosingTime": "2000" } ] }, { "Name": "Saturday", "AvailableHours": [ { "OpeningTime": "0900", "ClosingTime": "1400" } ] } ] } ] }, { "ActionType": "CancellingCheque", "24HourAvailable": "Yes", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "InternetBanking", "ServiceLevelDescription": "24 Hours Monday to Sunday" } ] }, { "ActionType": "CancellingCheque", "24HourAvailable": "NotPossible", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "MobileBanking" } ] } ] }, "OperationalSecurityIncidentMetrics": { "OperationalSecurityIncidentMetricsDetails": [ { "IncidentMetricsType": "TotalNumberIncidentReported", "Note": "These numbers represent incidents affecting Bank of Scotland business current account holders as well as Bank of Scotland, Halifax, Intelligent Finance and St James's Place Bank personal current account holders. A single incident that impacts more than one part of our business (Telephony, Mobile, Internet Banking) will only count as one reportable incident to the FCA. This means the total number of incidents reported to the FCA may be different to the sum of the incidents shown as impacting our telephone, mobile and internet services.", "IncidentDetails": [ { "IncidentReportingType": "Quarterly", "FromDate": "01-Oct-25", "ToDate": "31-Dec-25", "IncidentCount": "6" } ] }, { "IncidentMetricsType": "IncidentsAffectingTelBanking", "Note": "These numbers represent incidents affecting Bank of Scotland business current account holders as well as Bank of Scotland, Halifax, Intelligent Finance and St James's Place Bank personal current account holders.", "IncidentDetails": [ { "IncidentReportingType": "Quarterly", "FromDate": "01-Oct-25", "ToDate": "31-Dec-25", "IncidentCount": "1" } ] }, { "IncidentMetricsType": "IncidentsAffectingMobBanking", "Note": "These numbers represent incidents affecting Bank of Scotland business current account holders as well as Bank of Scotland, Halifax, Intelligent Finance and St James's Place Bank personal current account holders.", "IncidentDetails": [ { "IncidentReportingType": "Quarterly", "FromDate": "01-Oct-25", "ToDate": "31-Dec-25", "IncidentCount": "1" } ] }, { "IncidentMetricsType": "IncidentsAffectingInternetBanking", "Note": "These numbers represent incidents affecting Bank of Scotland business current account holders as well as Bank of Scotland, Halifax, Intelligent Finance and St James's Place Bank personal current account holders.", "IncidentDetails": [ { "IncidentReportingType": "Quarterly", "FromDate": "01-Oct-25", "ToDate": "31-Dec-25", "IncidentCount": "1" } ] }, { "IncidentMetricsType": "TotalNumberIncidentReported", "Note": "These numbers represent incidents affecting Bank of Scotland business current account holders as well as Bank of Scotland, Halifax, Intelligent Finance and St James's Place Bank personal current account holders. A single incident that impacts more than one part of our business (Telephony, Mobile, Internet Banking) will only count as one reportable incident to the FCA. This means the total number of incidents reported to the FCA may be different to the sum of the incidents shown as impacting our telephone, mobile and internet services.", "OtherIncidentMetricsType": { "Name": "In the 12 months from 01 January 2025 to 31 December 2025", "Description": "In the 12 months from 01 January 2025 to 31 December 2025" }, "IncidentDetails": [ { "IncidentReportingType": "Other", "FromDate": "01-Jan-25", "ToDate": "31-Dec-25", "IncidentCount": "25" } ] }, { "IncidentMetricsType": "IncidentsAffectingTelBanking", "Note": "These numbers represent incidents affecting Bank of Scotland business current account holders as well as Bank of Scotland, Halifax, Intelligent Finance and St James's Place Bank personal current account holders.", "OtherIncidentMetricsType": { "Name": "In the 12 months from 01 January 2025 to 31 December 2025", "Description": "In the 12 months from 01 January 2025 to 31 December 2025" }, "IncidentDetails": [ { "IncidentReportingType": "Other", "FromDate": "01-Jan-25", "ToDate": "31-Dec-25", "IncidentCount": "3" } ] }, { "IncidentMetricsType": "IncidentsAffectingMobBanking", "Note": "These numbers represent incidents affecting Bank of Scotland business current account holders as well as Bank of Scotland, Halifax, Intelligent Finance and St James's Place Bank personal current account holders.", "OtherIncidentMetricsType": { "Name": "In the 12 months from 01 January 2025 to 31 December 2025", "Description": "In the 12 months from 01 January 2025 to 31 December 2025" }, "IncidentDetails": [ { "IncidentReportingType": "Other", "FromDate": "01-Jan-25", "ToDate": "31-Dec-25", "IncidentCount": "7" } ] }, { "IncidentMetricsType": "IncidentsAffectingInternetBanking", "Note": "These numbers represent incidents affecting Bank of Scotland business current account holders as well as Bank of Scotland, Halifax, Intelligent Finance and St James's Place Bank personal current account holders.", "OtherIncidentMetricsType": { "Name": "In the 12 months from 01 January 2025 to 31 December 2025", "Description": "In the 12 months from 01 January 2025 to 31 December 2025" }, "IncidentDetails": [ { "IncidentReportingType": "Other", "FromDate": "01-Jan-25", "ToDate": "31-Dec-25", "IncidentCount": "6" } ] } ] }, "ComplaintsData": { "CompliantsDataDetails": { "CompliantsDataAvailable": "Yes", "CompliantsInfoURL": "http://www.lloydsbankinggroup.com/our-group/our-customers/page/ ", "OmbudsmanURL": "http://www.ombudsman-complaints-data.org.uk/" } }, "AccountOpeningTimeLineDetails": { "AccountOpeningURL": "https://businessonboarding.bankofscotland.co.uk/Splash", "AccountOpeningDocumentationURL": "https://business.bankofscotland.co.uk/businessaccountopeningguide/", "AccountOpeningTimelineParameters": [ { "OpeningAccountTimelineType": "OpenCurrentAccountsAvailability", "Notes": "All measurements are in calendar days and so include weekends and bank holidays. Account opening measurement starts when the customer has provided us with all of the documents and information we need and ends when we notify the customer that their account is open and they can make deposits.", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "SameDay", "MetricsValue": "28" } ] }, { "OpeningAccountTimelineType": "OpenCurrentAccountsAvailability", "Notes": "All measurements are in calendar days and so include weekends and bank holidays. Account opening measurement starts when the customer has provided us with all of the documents and information we need and ends when we notify the customer that their account is open and they can make deposits.", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "OnAnAverage", "MetricsValue": "8" } ] }, { "OpeningAccountTimelineType": "OpenCurrentAccountsAvailability", "Notes": "All measurements are in calendar days and so include weekends and bank holidays. Account opening measurement starts when the customer has provided us with all of the documents and information we need and ends when we notify the customer that their account is open and they can make deposits. The 99% of customers measurement indicates that 99% of customers will receive the relevant service within this time.", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "WithinDays", "MetricsValue": "59" } ] }, { "OpeningAccountTimelineType": "DebitCardAvailability", "Notes": "All measurements are in calendar days and so include weekends and bank holidays. Debit card measurements start from the point of account opening and end when the customer has received everything needed to access the service.", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "SameDay", "MetricsValue": "0" } ] }, { "OpeningAccountTimelineType": "DebitCardAvailability", "Notes": "All measurements are in calendar days and so include weekends and bank holidays. Debit card measurements start from the point of account opening and end when the customer has received everything needed to access the service.", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "OnAnAverage", "MetricsValue": "5" } ] }, { "OpeningAccountTimelineType": "DebitCardAvailability", "Notes": "All measurements are in calendar days and so include weekends and bank holidays. Debit card measurements start from the point of account opening and end when the customer has received everything needed to access the service. The 99% of customers measurement indicates that 99% of customers will receive the relevant service within this time.", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "WithinDays", "MetricsValue": "7" } ] }, { "OpeningAccountTimelineType": "InternetBankingAvailability", "Notes": "All measurements are in calendar days and so include weekends and bank holidays. Internet banking measurements start from the point of account opening and end when the customer has received everything needed to access the service.", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "SameDay", "MetricsValue": "0" } ] }, { "OpeningAccountTimelineType": "InternetBankingAvailability", "Notes": "All measurements are in calendar days and so include weekends and bank holidays. Internet banking measurements start from the point of account opening and end when the customer has received everything needed to access the service.", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "OnAnAverage", "MetricsValue": "7" } ] }, { "OpeningAccountTimelineType": "InternetBankingAvailability", "Notes": "All measurements are in calendar days and so include weekends and bank holidays. Internet banking measurements start from the point of account opening and end when the customer has received everything needed to access the service. The 99% of customers measurement indicates that 99% of customers will receive the relevant service within this time.", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "WithinDays", "MetricsValue": "55" } ] }, { "OpeningAccountTimelineType": "OverdraftAvailability", "Notes": "If a need for an overdraft is identified during the business current account opening process this will be progressed as a separate application, therefore not in scope of this measure. ", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "Other", "MetricsValue": "0" } ] }, { "OpeningAccountTimelineType": "OverdraftAvailability", "Notes": "If a need for an overdraft is identified during the business current account opening process this will be progressed as a separate application, therefore not in scope of this measure. ", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "Other", "MetricsValue": "0" } ] }, { "OpeningAccountTimelineType": "OverdraftAvailability", "Notes": "If a need for an overdraft is identified during the business current account opening process this will be progressed as a separate application, therefore not in scope of this measure. ", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "Other", "MetricsValue": "0" } ] } ] }, "CardReplacementTimeLine": { "CardReplacementTimeLineDetails": [ { "CardReplacementTimeline": "DebitCardReplacement", "CardReplacementTimelineMetrics": [ { "TimelineMetricsType": "SameDay", "MetricsValue": "0" } ] }, { "CardReplacementTimeline": "DebitCardReplacement", "CardReplacementTimelineMetrics": [ { "TimelineMetricsType": "OnAnAverage", "MetricsValue": "3" } ] }, { "CardReplacementTimeline": "DebitCardReplacement", "CardReplacementTimelineMetrics": [ { "TimelineMetricsType": "WithinDays", "MetricsValue": "7" } ] } ] }, "AccountOpeningSummary": { "DocumentAndInfoURL": "https://business.bankofscotland.co.uk/businessaccountopeningguide/", "SummaryDescription": "To open any of our accounts, a new customer will need to provide us with the documents and information set out in our account opening checklist.", "AccountOpeningSummaryDetails": [ { "AccountOpeningChannelType": "OpenAccountWithoutVisit", "ChannelUsage": "InSomeCases" }, { "AccountOpeningChannelType": "VisitBranchWithoutAppointment", "ChannelUsage": "No" }, { "AccountOpeningChannelType": "SendingDocumentElectronically", "ChannelUsage": "InSomeCases" }, { "AccountOpeningChannelType": "OpenAccountByPost", "ChannelUsage": "No" } ] } } ] } ] }