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FCA service quality information

The Financial Conduct Authority requires us to publish the following information about our business current accounts:

Information about how to open a current account

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.

You can open an account: -
Without visiting a branch No
Where a visit to a branch is required, without an appointment In some cases
By sending us documents and information digitally No
By post No
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.

The Financial Conduct Authority requires us to publish the following information about our business current accounts:

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:

- 24 hour help? Telephone Internet banking Mobile banking
Contact details No Your branch or customer support: 0800 470 8000 No live chat function No live chat function
Checking the balance and accessing a transaction history No Mon-Fri* 9am - 5pm Not possible Not possible
Sending money within the UK, including setting up a standing order
No Not possible Not possible Not possible
Sending money outside the UK No Not possible Not possible Not possible
Paying in a cheque No Not possible Not possible Not possible
Cancelling a cheque No
Mon-Fri* 9am - 5pm
Not possible Not possible
Cash withdrawal in a foreign currency outside the UK No Mon-Fri* 9am - 5pm Not possible Not possible
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* 9am - 5pm Not possible Not possible
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number No Mon-Fri* 9am - 5pm Not possible Not possible
Third party access to your account, for example under a power of attorney
Yes Mon-Fri* 9am - 5pm Not possible Not possible
Problems using internet banking or mobile banking Yes 24 hours** every day Not possible Not possible
Reporting a suspected fraudulent incident or transaction Yes 24 hours** every day Not possible Not possible
Progress following an account suspension or card cancellation, e.g. following a fraud incident Yes 24 hours** every day Not possible Not possible
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 Not possible Not possible Not possible
*Branch
**Customer support, or branch in working hours.

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.


How and when you can use your bank account to do the following things

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’.

- Telephone banking Internet banking Mobile banking
Checking the balance Not possible 24hrs* 24hrs*
Accessing a transaction history Not possible 24hrs* 24hrs* (max 90 transactions)
Sending money within the UK
Not possible 24hrs* 24hrs*
Setting up a standing order Not possible 24 hours** Not possible
Sending money outside the UK Not possible Please see cut off times***for each currency Please see cut off times***for each currency
Paying in a cheque Not possible
Not possible
Not possible
Cancelling a cheque Not possible Not possible Not possible
* Balances and transaction histories are available to view 24 hrs a day. Outside Mon-Fri 3.45am-6.30pm, data will reflect balances and transaction history as at 6.30pm the previous working day.
** These can be set up 24 hrs a day; outside Mon-Fri 3.45am-6.30pm, these will be actioned at 3.45am the next working day.
**** This can be set up 24 hrs a day; outside Mon-Fri 9.00am-5.00pm, this will be actioned at 9.00am the next working day.
 
Monday-Friday/working days, excludes bank holidays.

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.

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 Jan 2020 and 31 March 2020 In the 12 months between 1 April 2019 and 31 March 2020
Total number of incidents reported 1 9
Incidents affecting telephone banking 0 0
Incidents affecting mobile banking 0 1
Incidents affecting Internet banking 1 5

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.

We are not required to publish a summary of our complaints data for the most recent six month period.

The Financial Ombudsman Service publishes its complaints data every six months. Its most recent publication does not contain any data relating to us.

Opening a current account with us

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?

We give customers an account number and enable them to start paying into the account:
  • the same day, for 0% of customers;
  • on average, in 38 days; and
  • within 267 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.

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

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 12 days for 99% of customers.

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

Once an account is open, customers have internet banking:
  • the same day, for 35% of customers;
  • on average, in 3 days; and
  • within 39 days for 99% of customers.

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

Once an account is open, the overdraft is available:
  • the same day, for 33% of customers;
  • on average, in 14 days; and
  • within 67 days for 99% of customers.

Replacing a debit card (calculations based on accounts opened for new and existing 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 5 days; and
  • within 5 days for 99% of customers.
The requirement to publish the Competition and Markets Authority independent service quality survey results for business current accounts can be found in link below.