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 talk about 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 first set of numbers shows performance from 14-30 September 2019 and our next update, for October-December 2019, will be in the new year.  

Banking Channels Service Availability – This table shows the recent availability of our channels.

Availability

September

Open Banking channel

99.99%

Online Banking channel

99.99%

Mobile Banking channel

99.97%

Open Banking benchmark

99.00%

Payments – This table shows the average time taken (in MS) to make a payment.

Payments

September

Open Banking channel

1,742

Online Banking channel

407

Mobile Banking channel

135

Open Banking benchmark

1,000

Account Information – This table shows the average time taken (in MS) to return customer information.

Account information

September

Open Banking channel

1836

Online Banking channel

312

Mobile Banking channel

97

Open Banking benchmark

1,000

Confirmation of funds – This table shows the average time taken (in MS) to provide confirmation that funds are available before initiating a payment.

Confirmation of funds

September

Open Banking channel

1509

Open Banking benchmark

300

Error rate – This table shows the number of error messages received from Third Party Providers divided by the total number of successful requests received for the day.

Error rate

September

Open Banking channel

0.03%

Open Banking benchmark

0.50%

Performance and availability as graphs

Banking channels service availability – This graph shows the recent availability of our channels.

Availability Percentage Graph v3

Payments – This table shows the average time taken (in MS) to make a payment. 

Payment Response Time v3

Account information – This table shows the average time taken (in MS) to return customer information.

Accounts Response Time Graph v3

Confirmation of funds – This table shows the average time taken (in MS) to provide confirmation that funds are available before initiating a payment.

Confirmation of funds graph v3

Error rate – This table shows the number of error messages received from Third Party Providers divided by the total number of successful requests received for the day.

Error Rate Percentage Graph v3

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