Our performance

We've put together some numbers that show you how we perform on our different accounts.

All UK banks are told by the regulator to show this information. This is for both Internet and Open Banking.

Open Banking was introduced to UK banks by the Competition and Markets Authority (CMA). This was to create innovation in financial services.

How does open banking work?

A secure system lets you to register your account details with other banks. It lets TPPs have access, too. That system lets your bank know to use your payment account details. For more information, look at the open banking website.

You'll see that we may show time in milliseconds. This is because our systems can work at such a high speed. Anything less than 1000 milliseconds takes less than a second to happen.

We'll update this information four times a year. This set of numbers shows performance from April to June 2024. Our next update, for July to September 2024, will be in October 2024.

Average availability of all our channels	98.78%

Average Accounts performance across all channels	764ms

Average Payments performance across all channels	1304ms

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

Availability	April	May	June
Internet Banking channel	97.98%	100.00%	97.92%
Open Banking channel	98.62%	99.66%	98.42%
Open Banking benchmark	99.50%	99.50%	99.50%
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 information	April	May	June
Internet Banking channel	765	783	1594
Open Banking channel	338	552	560
Open Banking benchmark	750	750	750
View information as a graph

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

Payment information	April	May	June
Internet Banking channel	2290	2605	2059
Open Banking channel	336	267	256
Open Banking benchmark	750	750	750
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.

Account information	April	May	June
Open Banking channel	0.01%	0.00%	0.00%
Open Banking benchmark	0.50%	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 2 customer channels.

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

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

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.