FCA service quality information

For Small and Medium Enterprises (SMEs):

To open a business banking current account, 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.

As Handelsbanken is a local relationship bank, we always prefer to have an initial face to face meeting, to understand your needs and identify the right solutions for you.

In regards to the following table, we do not have a ‘live chat’ function on our online or mobile banking, so you cannot contact Handelsbanken staff via this method as shown below – which is why the 2 columns below are all listed as ‘not possible’.

However, if you need to speak to a member of Handelsbanken staff, you can call your branch in working hours or call our telephone customer support.

How and when to contact us about the following things:

Services that are available Monday to Friday excluding bank holidays. Where services are available 24 hours, this includes bank holidays.

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 queries you can raise in one of our branches.

Please note: Telephone banking is defined by the Financial Conduct Authority as ‘voice telephony’, which requires pre-registration. Because relationship banking is important to us, all telephone calls are answered by an experienced member of Handelsbanken staff and we do not have automated telephone banking. This is why the ‘Telephone banking’ column items are listed as ‘not possible’.

Log into Corporate Online Banking hereOpens in a new window. If you haven’t yet registered, get started with Corporate Online Banking, and the Corporate Banking app.

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 of actions you can take in one of our branches.

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.

Complaints data

For Small and Medium Enterprises (SMEs): Click here to find out how you can open an account, and what information and documents you need to give us to open an account.

For non-SMEs, we do not publish information about how you can open an account, or what information and documents you need to give us to open an account.

How quickly do we open business current accounts?

• the same day, for 1% of customers;
• on average, in 40 days; and
• within 196 days for 99% of customers.

These figures are based on the time taken from our receiving all the information and documents we ask for here, in a case where we don’t need any further information or documents to open the account.

N.B: The time taken to open some accounts has been impacted by the coronavirus pandemic.

How quickly do we give customers a debit card? (calculations based on accounts opened for new and existing customers)

• the same day, for 0% of customers;
• on average, in 6 days; and
• within 12 days for 99% of customers.

N.B: The time taken to issue some debit cards has been impacted by the coronavirus pandemic.

How quickly do customers get internet banking? (calculations based on accounts opened for new and existing customers)

• the same day, for 38% of customers;
• on average, in 6 days; and
• within 13 days for 99% of customers.

How quickly is an overdraft available? (calculations based on accounts opened for new and existing customers)

• the same day, for 0% of customers;
• on average, in 143 days; and
• within 143 day for 99% of customers.

Replacing a debit card (calculations based on accounts opened for new and existing customers)

• the same day, for 0% of customers;
• on average, in 5 days; and
• within 5 days for 99% of customers.