Our numbers below let you see how we’re doing with performance and availability around account information and making payments. 

All UK banks have been asked by the regulator to show you this information for Online Banking, Mobile Banking and for Open Banking. Open Banking is the name used by the financial industry to describe new services which let account holders share their financial information and give permission for banks and other authorised organisations to make payments from certain accounts. 
Open Banking was introduced by the UK’s Competition and Markets Authority (CMA) to bring more competition and innovation to the financial services industry. It works using a secure system to let you register with other banks or authorised organisations (known as third party providers, or TPPs) and tell your bank to let them see and use your payment account details. For more information you may want to visit the Open Banking website.

Where we show you times in milliseconds, it’s reflecting the extreme speed at which our systems work. Anything less than 1000 MS takes less than a second to happen. 

We’ll update this information every quarter. This set of numbers shows performance from 1 July – 30 September 2020. Our next update, for October – December 2020, will be in February 2021. 

Average availability of our Channels99.43%
Average Payments Performance       892 Ms
Average Accounts Performance        1,381 Ms

Banking Channels Service Availability – The table below shows the average availability of our 3 customer channels.

AvailabilityJulyAugustSeptember
Online Banking channel98.41%99.59%100.00%
Mobile Banking channel98.45%99.86%100.00%
Open Banking channel99.49%99.24%99.87%
Open Banking benchmark99.50%99.50%99.50%

View information as a graph 

Payment Information – The table below shows the average time taken (in milliseconds) for us to process a payment for you.

Payment informationJulyAugustSeptember
Online Banking channel927922904
Mobile Banking channel1,0041,0271,083
Open Banking channel639729796
Open Banking benchmark750750750

View information as a graph

Account Information – The table below shows the average time (in milliseconds) for us to provide you with customer information.

Account informationJulyAugustSeptember
Online Banking channel1,8212,3502,414
Mobile Banking channel1,0031,1011,031
Open Banking channel968919822
Open Banking benchmark750750750

View information as a graph

Confirmation of funds – The table below shows the average time taken (in milliseconds) for us to provide you with confirmation that funds are available before initiating a payment.

Confirmation of fundsJulyAugustSeptember
Open Banking channel681784774
Open Banking benchmark300300300

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Error rate – The table below shows the number of error messages we received from 3rd party providers, divided by the total number of successful requests we received for the day.

Error rateJulyAugustSeptember
Open Banking channel0.02%0.04%0.14%
Open Banking benchmark0.50%0.50%0.50%

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Performance and availability as graphs

Banking channels service availability – This graph shows the average availability of our 3 customer channels.

Open Banking Availability Performance Q3

Payment information – This graph shows the average time taken (in milliseconds) for us to process a payment for you.

Open Banking Payment Response Time Performance Q3

Account information –This graph shows the average time (in milliseconds) for us to provide you with customer information.

Open Banking Accounts Response Time Performance Q3

Confirmation of funds – This graph shows the average time taken (in milliseconds) for us to provide you with confirmation that funds are available before initiating a payment.

Open Banking Confirmation of Funds Performance Q3

Error rate – This graph shows the number of error messages we received from 3rd party providers, divided by the total number of successful requests we received for the day.

Open Banking Error Rate Performance
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