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 performance from 1 January to 31 March 2022. Our next update, for April to June 2022, will be in July 2022.

Average availability of our Channels 99.32%
Average Accounts Performance 656.33ms

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

Availability January February March
Internet Banking channel 99.73% 98.36% 99.76%
Open Banking channel 99.73% 98.36% 99.76%
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 January February March
Internet Banking channel 815.39 627.93 645.16
Open Banking channel 812.39 580.17 446.83
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 January February March
Open Banking channel 0.00% 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.

Banking channels service availability

 

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

Account 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.

Error rate