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 July – 30 September 2023. Our next update, for Oct – Dec 2023, will be in February 2024.

Average availability of all our channels99.91%
Average Payments Performance across all channels     843
Average Accounts Performance across all channels      1.067

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

AvailabilityJulyAugustSeptember
Online Banking Channel100.00%99.99%100.00%
Mobile Banking Channel99.86%99.97%100.00%
Open Banking Channel99.41%99.99%100.00%
Open Banking Benchmark99.5%99.5%99.5%

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 Channel565566584
Mobile Banking Channel973982987
Open Banking Channel1,179914836
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 Channel1,259877892
Mobile Banking Channel1,5041,4601,413
Open Banking Channel777712712
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 Channel742691701
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 rateJulyAugustSeptember
Open Banking channel0.07%0.07%0.08%
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.

Availability

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

Payment Response Time

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

Account 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.

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.

Error Rate
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