Our performance & 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 Internet 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 availability and performance from 1 October – 31 December 2020. Our next update, for January – March 2021, will be in April 2021.

Average availability of our Channels 98.20%
Average Accounts Performance 639.20ms

Banking channels service availability – The table below shows the average availability of our 2 customer channels.

Availability October November December
Internet Banking channel 96.24% 98.58% 99.26%
Open Banking channel 96.24% 98.58% 99.26%
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 October November December
Internet Banking channel 1063.00 1119.13 1297.52
Open Banking channel 111.50 115.11 127.50
Open Banking benchmark 750 750 750
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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.

Account information October November December
Open Banking channel 2.82% 0.07% >0.01%
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.

 

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.