Frequently asked questions

• 1. What is the Statement of Fees?

  Your Statement of Fees document shows you a breakdown of all the fees you have been charged on your payment account typically over the last 12 months. If, however you have received your first Statement of Fees before 31 October 2019 then it will cover the fees charged since 1 November 2018 until the date at the top of the document.

  It also shows you any interest you may have paid or earned during this time. We will send you this document once a year.

• 2. Why are you sending this to me?

  The Statement of Fees document has been introduced under the Payment Account Regulations 2015 and all banks must provide customers with them on personal payment accounts.

  The aim of these regulations is to be clear in how fees are charged, making it easier for customers to be able to compare payment accounts across all banks. This includes using consistent wording to describe the types of fees charged and interest you may have paid or earned.

  We are sending you this document to make sure we follow the new regulations and we think that you will find it useful to be able to see what you pay in fees and interest every year on your payment account.

• 3. How will I be able to view this statement?

  If you are registered for Online Services, you will be able to view it online under the section ‘Statements & Fees’ on your Online Banking or on the Mobile App.

  We will only send you a copy by post if that is how you usually receive your payment account statements.

  If you wish to stop paper statements simply click to find out more on how to stop your paper statements.

• 4. I can’t find my Statement of Fees under the section 'Statements & Fees' on Online Banking or under 'Statements' on the Mobile App

  Your Statement of Fees is under the ‘Statements & Fees’ section on your Online Banking and ‘Statements’ on the Mobile app.

  To find your Statement of Fees click on the account you wish to view. Your first Statement of Fees will be dated between September and 31 October 2019 and then the anniversary of account opening for all subsequent ones.

  You can tell the difference between an account statement and a Statement of Fees once you click into each statement by looking at it’s heading.

  Please see Question 15 on how to find your anniversary date of account opening on your statement.

• 5. What do you mean by 'payment account'?

  When we say payment account we are referring to your current account or Select deposit account.

• 6. Will the Statement of Fees change the way fees will be charged to my account?

  No, nothing has changed. Any fees that are applicable to your payment account will remain the same and no new charges have been introduced.

• 7. Is there a cost for receiving a Statement of Fees?

  No, the Statement of Fees is completely free of charge.

• 8. Is the Statement of Fees a bill?

  No, it’s not a bill and you are not being charged new fees. All fees and interest shown on your Statement of Fees have already been charged to your account.

• 9. Can I reduce the fees I'm currently being charged?

  Yes, you can. Your current account is free of charge once you remain in a credit position.

  You can view a Price list and guide to fees and interest for personal customers that goes into more detail if you need it.

• 10. Can I choose the way I receive these statements?

  Yes, you have two options:

  • eStatements – Your Statement of Fees will be uploaded to your Online Banking in the section “Statements & Fees” for you to view and print anytime.

  Or

  • Paper Statements – Your Statement of Fees will be posted to you.

  See Question 11 and 12 on how to switch the way you currently receive your Statement of Fees.

• 11. I've received my Statement of Fees as a paper statement how can I switch to receiving it as an eStatement?

  You can do this by logging into your Online Banking.

  Step 1. Log into Online Banking
  
  Step 2. Choose ‘Statements & Fees’ from the ‘Accounts’ menu
  
  Step 3. Select the ‘X’ beside the account you wish to stop paper statements for or select ‘Stop all paper statements’ and follow the on screen instructions.
  
  Step 4. Confirm your mobile number.

  Please note that if you stop Paper Statements all statements for this account will change not just your Statement of Fees.

  For example: you will receive your Current Account Statement and Statement of Fees in the form of eStatements.

• 12. I've received my Statement of Fees as an eStatement. How can I switch to receiving it as a paper statement?

  Please call Phoneline Banking on 0345 793 0000* or +44 289 034 6034† when calling from abroad, log in and choose option zero (0) and one of our Customer Service Advisers will be happy to update your account settings to ensure you receive paper statements in future.
  Our Advisers are available between 9am and 5pm Monday to Sunday (excluding Bank Holidays).  

  Note: If you have requested to ‘Stop paper statements' within Online Banking, and subsequently remove an account from Online Banking, you will no longer have access to your eStatements on Online Banking. You will need to contact us to request that you are issued paper statements for your account.

• 13. How regularly will I receive a Statement of Fees?

  You will receive a Statement of Fees once a year and it will show you the fees charged on your account over the previous 12 months.

• 14. What time period does the Statement of Fees cover?

  The time period the Statement of Fees covers can be found under the section “Period” on the first page of the document. This typically covers 12 months.

  However, If you have received your first Statement of Fees before 31 October 2019 then it will cover the fees charged since 1 November 2018 until the date at the top of the document.

  If you received your first or subsequent Statement of Fees after 31 October 2019 then it will be will be produced on the anniversary of your account opening date.

• 15. What is the anniversary date of my account opening?

  You can find the anniversary date of your account opening on the front page of your Statement of Fees. In the section “Period” it will always be the “to” date.

• 16. Why have I received another Statement of Fees for the same account within the year? I thought it was just once a year.

  We will send you your Statement of Fees once a year on the anniversary date of your account opening.

  However, because the Statement of Fees is new, under regulations all customers have to receive their first statement on or before 31 October 2019. This meant customers received a copy whether it is the anniversary of account opening or not. This means you may receive two Statement of Fees close together.

  The time period that each statement covers will be clearly stated on the first page.

  Please see Question 15 on how to find your anniversary date of account opening on your Statement of Fees.

• 17. Can I choose the time period the Statement of Fees covers?

  No, it will always be produced on the anniversary date of your account opening (excluding your first Statement of Fees) and will cover the previous 12 months.

  Please see Question 15 on how to find your anniversary date of account opening on your Statement of Fees.

• 18. Can I opt out of receiving a Statement of Fees?

  No, we are legally obliged to provide you with a Statement of Fees once a year. You can however choose the way you want to receive them.

  Please see Question 10 for the options you have on how you get your Statement of Fees.

• 19. I rarely or never use my account. Why have I received a Statement of Fees?

  If your account has no fee charges but you paid or earned interest on the account you will still receive a Statement of Fees.

• 20. The type of account I have does not charge fees however I still have received a Statement of Fees. Why is that?

  We will provide you with a Statement of Fees even if you don’t pay fees.

  Your Statement of Fees will outline services you are receiving, any fees that would’ve been charged to your account and the number of times the service was used. However under the section ‘Total’ it will state ‘Fees not charged’.

• 21. I've closed my account and have still received a Statement of Fees. Why?

  If there has been any fee and/or interest activity on your account since your last Statement of Fees was issued then we will provide you a final Statement of Fees when the account has fully closed. You will not receive any further Statement of Fees on this account.

• 22. I'm unsure of the financial terms that are being used in the Statement of Fees?

  We understand that some of the financial terms used throughout the document may not be familiar to you. We have a ‘Fee Information Document Glossary’ on our website which explains what the different fees mean.

• 23. Can I access copies of my Statement of Fees from previous years?

  Not immediately, as this is the first year, you can only access a copy for this year. However, in the future you will be able to access copies of your Statement of Fees from previous years under ‘Statements & Fees’ on your Online Banking or under ‘Statements’ on the Mobile App.

• 24. Can I order a copy of my Statement of Fees?

  Yes. If you are registered for Online Banking, a copy is made viewable and to print under the section “Statements & Fees”. This copy is available on your Online Banking statements and if you need a duplicate copy of your Statement of Fees to be sent to you, the following options are available for you to order it;

  • You can contact 0345 646 0305 or (+44 345 646 0305 if outside UK). Our advisers are available between 9.00am - 5.00pm, Monday to Friday (except on bank holidays).
  • You can call your Branch between 9.30am (from 10am on Wednesdays) - 4.30pm, Monday to Friday (except on bank holidays) to order a copy.

  We do not charge for this service. Please allow 7-10 business days to receive your copy of your Statement of Fees.

• 25. I'd like to query a fee I don’t think I should have been charged.

  As the Statement of Fees is a yearly document, you might need to review your account statement for when you were charged that fee to check that it was correctly charged.

  If you still wish to query the fee, you can drop into any branch and one of our Customer Service staff would be happy to help. Branches are open 9.30am (from 10am on Wednesdays) - 4.30pm, Monday to Friday (except on bank holidays) to order a copy.

• 26. I see fees shown on my Statement of Fees but I’m sure they were refunded to me by my branch?

  Your Statement of Fees won’t show any refunds. As such, it may be the case that a charge you were refunded will still show on your Statement of Fees. We suggest to review your account statement to see if the fee was refunded to the account.

• 27. Why does it say I received credit interest I thought my account didn’t earn credit interest?

  If you changed from a Credit Interest Account (such as a Student or Graduate account) to an account that does not offer credit interest during the year, we will still tell you about this Credit Interest earned on your Statement of Fees.