Where can I see the performance of your app and open banking services?
Here are quarterly reports on our app’s and Open Banking services’ performance:
Can I use my card abroad?
Yes. The card issued on your account is issued in a particular currency, normally sterling (£), but could be euro (€) or US Dollar ($) depending on your product. When you make a purchase in the same currency as your card denomination, the amount you pay is as displayed by the seller. When you make a purchase in a different currency a currency conversion will take place, similar to when you exchange currency to go on holiday. When you are buying an item, using your card, the conversion rate can either be provided by the seller (usually called Dynamic Currency Conversion) or by the card issuer using a rate provided by the card scheme (normally Visa or MasterCard) plus a transaction fee (see your account terms and conditions).
Under the Second Cross Border Payment Regulation (CBPRII), as part of the transaction you will also be provided with a ‘benchmark’ rate from the European Central Bank (ECB) and the ‘mark-up’. The mark-up is the difference between the benchmark rate, the rate being offered by the seller and that being offered by the card issuer, allowing you to make an informed decision on which currency conversion method to accept.
To use the calculator:
- Enter the amount of the transaction
- Enter the card issuer’s bank fee
- Enter the date of the transaction
- Enter the currency of the card
- Enter the currency of the transaction
- Select calculate the exchange rate
The following details will be displayed
- The amount of the transaction in your card denominated currency
- % mark up over the European Central Bank rate
- Exchange rate used
When you proceed to checkout you can compare these details with the details provided by seller and make a decision about which payment option you want to use.
I haven’t received funds into my account, what should I do?
We cannot see payments which are on their way to your account. If you believe the funds should have already been received please contact the sender or sending bank. They should be able to provide you with the method of transfer and where applicable the faster payment ID. We should then be able to confirm if this payment has been received into us, if not we recommend you contact the sending bank to initiate a trace.
What is the complaints procedure?
We aim to deal with all complaints as quickly as possible and respond within one working day, however, where this is not possible we follow our complaints procedure. We will write to you acknowledging the points in your complaint within 5 working days, and then issue a final response within 15 working days. If we are unable to resolve your complaint within 15 working days we may extend the period to 35 working days, but if this is the case we will let you know via an extension letter.
Should you not be happy with the outcome of your complaint then you may escalate this to the Financial Ombudsman:
Financial Ombudsman Service,
Telephone: 0845 080 1800 or +44 (0)20 7964 1000 (from outside the UK)
Where can I see the fees on my account?
You can view your fees within your online account/app, if you do not have access to these then please contact your Customer Service team who can send you a copy or confirm the fees.
When will I receive my card?
Your card should be received within 10 days of being ordered, however, they are often received much sooner!