Service Information

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

To open any of our bank accounts a new customer will need to provide us with the documents and information set out at https://www.unity.co.uk/account-opening-faqs/. We may request additional information or documents in individual cases.

You can open an account:

Without visiting a branch
By sending us documents and information electronically
By post

How and when you can contact us to ask about the following things:

Contact Details	24 hour help?	Telephone	Telephone banking	Internet banking	Mobile banking
Checking the balance and transactions
Sending money within the UK, including setting up a standing order
Sending money outside the UK
Paying in a cheque
Cancelling a cheque
Cash withdrawal in a foreign currency outside the UK
A lack of funds : including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number
Third party access to an account, for example under a power of attorney
Problems using internet banking or mobile banking
Reporting a suspected fradulent incident or transaction
Progress following an account suspension or card cancellation, e.g following a fraud incident
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

Note: this is a list of queries it does not represent the full list of queries you can raise in relation to your account.

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

*Excluding bank holidays.

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.

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.

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

Go to https://www.unity.co.uk/account-opening-faqs/ to find out how you can open an account, and 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 17% of customers,
• On average, in 7 days, and
• Within 39 days for 99% of customers.

These figures are based on the time taken from our receiving all the information and documents we ask for at https://apply.unity.co.uk/, in a case where we don’t need any further information or documents to open the account.

How quickly do customers get internet banking?

Once an account is open, customers have internet banking:

• The same day, for 0% of customers,
• On average, in 2 days, and
• Within 5 days for 99% of customers.

REP020 Quarterly statistics on availability and performance of dedicated interfaces

View the latest statistics.