Our performance and availability

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 January – 31 March 2020. Our next update, for April – June 2020, will be in August 2020. 

Average availability of our Channels99.62%
Average Payments Performance       0.99 sec
Average Accounts Performance        1.14 sec

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

AvailabilityJanuaryFebruaryMarch
Online Banking channel99.95%99.94%99.98%
Mobile Banking channel99.98%100.00%99.99%
Open Banking channel98.72%98.23%99.83%
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 informationJanuaryFebruaryMarch
Online Banking channel980913901
Mobile Banking channel1,1461,127996
Open Banking channel1,022934886
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 informationJanuaryFebruaryMarch
Online Banking channel1,4471,4701,492
Mobile Banking channel886888947
Open Banking channel1,1011,0011,030
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 fundsJanuaryFebruaryMarch
Open Banking channel751720725
Open Banking benchmark300300300

View information as a graph

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 rateJanuaryFebruaryMarch
Open Banking channel0.05%0.23%0.26%
Open Banking benchmark0.50%0.50%0.50%

View information as a graph

Performance and availability as graphs

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

Banking channels service availability

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

Banking channels payments

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

Banking channels accounts response time

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.

Banking channels confirmation of funds

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.

Banking channels error rate
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