As a bank that places our customers’ interests at the heart of everything we do, we are committed to ongoing improvement and reviewing processes to ensure our customers receive an excellent standard of service. We have reacted to the feedback received and made the following improvements based on your suggestions. The benefits of these new changes include:

• Access to your money faster
• Deposits are visible sooner
• It’s easier than ever to talk to us

Same day payments

Withdrawals

From 1 October, any withdrawal requests received between 8:30am and 2pm will be sent to your nominated bank on the same day, requests received between 2pm and 8:30am will be processed the following day. For example, if you requested a withdrawal on Monday at 5pm, the request will be sent to your nominated bank account by 12pm (midday) on Tuesday.

Interest

Interest payments will be sent to your nominated bank account by 12pm.

Maturities

On business days, capital and interest payments will be sent to your nominated bank account on the same day, this will appear as two separate payments. Weekend payments will be sent on the following business day.

Rejected payments

Any rejected payments sent between 8:30am and 2pm will be returned to your nominated bank account on the same day, rejected payments sent between 2pm and 8:30am will be sent to your nominated bank account the following day by 12pm.

Opening hours

From Monday 3 September, opening hours have been extended to 8am till 7pm Monday and Friday, we are also now open on weekends from 10am until 4pm making it easier than ever to talk to us.

Your feedback

We have listened to your feedback following survey responses we have received and Feefo reviews. There are currently 972 reviews on Feefo with an average score of 4.4 out of 5. We are always grateful for feedback from our customers and will continue to consider all your comments when we look at how we can improve.