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
In some cases
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 you can contact us to ask about the following things:

-
24 hour help?
Telephone
Internet banking
Mobile banking
Contact details
-
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 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

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
Possible for Debit Card holders and COIN users (Monday - Sunday 7am-10pm)
24hrs
24hrs
Accessing a transaction history
Not possible
24hrs
24hrs (max 1000 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
Possible for Debit Card holders and COIN users (Monday - Sunday 7am-10pm)
Not possible
Not possible
* 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.
 
Monday-Friday/working days, excludes bank holidays.

Log into Corporate Online Banking here Opens 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 July 2024 and 30 September 2024
In the 12 months between 01 October 2023 and 30 September 2024
Total number of incidents reported
1
2
Incidents affecting telephone banking
0
0
Incidents affecting mobile banking
1
2
Incidents affecting Internet banking
1
2

Complaints data

Financial Conduct Authority rules requires to provide them with a report of our complaints data every six months. In certain circumstances, we are also required publish a summary of our complaints data.

The most recent summary is available on our Customer complaints page

The Financial Ombudsman Service publishes it's complaints data every six months. You can see their complaints data about us at  https://www.financial-ombudsman.org.uk/data-insight/half-yearly-complaints-data Opens in a new window

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 42 days; and
  • within 273 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? (when requested as part of an application to open an account)

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 15 days for 99% of customers.

How quickly do customers get internet banking? (when requested as part of an application to open an account)

Once an account is open, customers have internet banking:
  • the same day, for 23% of customers;
  • on average, in 4 days; and
  • within 62 days for 99% of customers.

How quickly is an overdraft available? (when requested as part of an application to open an account)

Once an account is open, the overdraft is available:
  • the same day, for 0% of customers;
  • on average, in 30 days; and
  • within 30 days for 99% of customers.

Replacing a debit card

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.