Banking Code
We subscribe to the Banking Code. Not all financial institutions do. Doing your banking with someone who subscribes to the Banking Code gives you extra confidence. You should check that any other financial institution you deal with for banking services (such as savings accounts, current accounts, loans and credit cards) also subscribes.
The Banking Code sets minimum standards of good service that you can expect from banks, building societies and other providers of banking services. This tells you about the Banking Code key commitments and our responsibilities to you under the Banking Code.
Fairness Commitment
We promise we will treat you fairly and reasonably when providing you with products and services covered in the Banking Code. We will keep this promise by meeting all of the key commitments of the Code as shown below.
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We will make sure that our advertising and promotional literature is clear and not misleading and that you are given clear information about our products and services.
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We will give you clear information about accounts and services, how they work, their terms and the interest rates which may apply.
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We will help you use your account or services by sending you regular statements (where appropriate) and we will keep you informed about changes to the interest rates, charges or terms and conditions.
- We will deal quickly and sympathetically with things that go wrong and consider all cases of financial difficulty sympathetically and positively.
- We will help you switch your current account (if we offer one) between financial institutions that subscribe to the code.
- We will lend responsibly.
- We will treat all your personal information as private and confidential, and operate secure and reliable banking and payment systems.
- We will publicise this Code, have copies available and make sure that our staff are trained to put it into practice.
How you can find out more
The Banking Code is updated regularly. The most recent edition came into force on 31 March 2008. It contains standards that cover:
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choosing products and services which meet your needs;
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running your account;
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interest rates, charges and terms and conditions, and how you will be told about any changes to these;
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cards and PINS
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protecting your account and your personal information;
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moving or closing your account;
- dealing with financial difficulties; and
- complaints.
Copies of the Banking Code can be obtained by contacting our Customer Helpline on 08457 045 012 or visiting the Banking Code Standards Board website at http://www.bankingcode.org.uk/ and downloading a copy.
How to make a complaint
If you ask us, we will tell you how to make a complaint and how quickly we will deal with it. If we cannot settle the complaint to your satisfaction, you may ask the Financial Ombudsman Service (FOS) to look into it. If your complaint is about National Savings and Investments, you can ask the Independent Adjudicator to look into it. Both the FOS and the Independent Adjudicator can be contacted at: South Quay Plaza, 183 Marsh Wall, London, E14 9SR
Banking Code Standards Board
The Banking Code is monitored by an independent organisation - the Banking Code Standards Board. It makes sure that any institutions which subscribe to the Code follow it and it can take action if any institution fails to do so.
Banking Code Standards Board
Level 12 City Tower
40 Basinghall Street
London EC2V 5DE
Phone: 020 7012 0080
Fax: 020 7374 4414
Pinners Hall
105-108 Old Broad Street
London EC2N 1EX
Phone: 020 7216 8800
Fax: 020 7216 8811
Website:
http://www.bba.org.uk/The Building Societies Association 6th Floor, York House
23 Kingsway
London WC2B 6UJ
Phone: 020 7437 0655
Fax: 020 7734 6416
Website:
http://www.bsa.org.uk/
Association for Payment Clearing Services
Mercury House
Triton Court
14 Finsbury Square
London EC2A 1LQ
Phone: 020 7711 6200
Fax: 020 7256 5527
Website:
http://www.apacs.org.uk/