FCA service quality information
Information about how to open a current account

For Small and Medium Enterprises (SMEs):
To open a Corporate 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.

We do not publish a list of the documents and information which non-SME new customers will need to give us in order to open an account.

You can open an account:
without visiting a branchNo
where a visit to a branch is required, without an appointmentIn some cases
by sending us documents and information electronicallyNo
by postNo

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?TelephoneInternet bankingMobile banking
Contact details Your branch or customer support: 0800 470 8000No live chat functionNo live chat function
checking the balance and accessing a transaction historyNoMon-Fri* 9am - 5pmNot possibleNot possible
sending money within the UK, including setting up a standing orderNoNot possibleNot possibleNot possible
sending money outside the UKNoNot possibleNot possibleNot possible
paying in a chequeNoNot possibleNot possibleNot possible
cancelling a chequeNoMon-Fri* 9am - 5pmNot possibleNot possible
cash withdrawal in a foreign currency outside the UKNoMon-Fri* 9am - 5pmNot possibleNot possible
a lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of fundsNoMon-Fri* 9am - 5pmNot possibleNot possible
a direct debit, or allowing someone to collect one or more payments from your account using your debit card numberNoMon-Fri* 9am - 5pmNot possibleNot possible
third party access to your account, for example under a power of attorneyYesMon-Fri* 9am - 5pmNot possibleNot possible
problems using internet banking or mobile bankingYes24 hours** every dayNot possibleNot possible
reporting a suspected fraudulent incident or transactionYes24 hours** every dayNot possibleNot possible
progress following an account suspension or card cancellation, e.g. following a fraud incidentYes24 hours** every dayNot possibleNot 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 availableNoNot possibleNot possibleNot possible

*Branch

**Customer support, or branch in working hours.

Services that are available Mondays to Fridays exclude 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 bankingInternet bankingMobile banking
Checking the balanceNot possible24hrs*24hrs*
Accessing a transaction historyNot possible24hrs*24hrs* (max 90 transactions)
Sending money within the UKNot possible24hrs**24hrs**
Setting up a standing orderNot possible24hrs**Not possible
Sending money outside the UKNot possiblePlease see cut off times*** for each currencyPlease see cut off times*** for each currency
Paying in a chequeNot possibleNot possibleNot possible
Cancelling a chequeNot possible24hrs****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.

***Cut off times can be found here.

**** 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-Fridays/working days exclude bank holidays.

Log into Corporate Online Banking here. 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.

Please note, the figures in the table below relate to Handelsbanken plc, which was created on 1 December 2018.

In the 3 months between 1 July 2019 and 30 September 2019In the 10 months between 1 December 2018 and 30 September 2019
Total number of incidents reported18
Incidents affecting telephone banking00
Incidents affecting mobile banking11
Incidents affecting internet banking01

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 other businesses, 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.

Please note the figures below relate to Handelsbanken plc, which was created on 1 December 2018.

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 31 days; and
  • within 172 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 20 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 0% of customers;
  • on average, in 5 days; and
  • within 28 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 0% of customers;
  • on average, in 56 days; and
  • within 175 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 here

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