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 October to December 2023. Our next update, for January to March 2024, will be in April 2024.
| Average availability of all our channels | 99.26% |
| Average Accounts performance across all channels | 772ms |
| Average Payments performance across all channels | 1108ms |
Banking Channels Service Availability – The table below shows the average availability of our two customer channels.
| Availability | October | November | December |
| Internet Banking channel | 98.00% | 99.83% | 99.23% |
| Open Banking channel | 98.00% | 99.83% | 99.23% |
| 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 | 995 | 1199 | 995 |
| Open Banking channel | 446 | 465 | 535 |
| 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 | October | November | December |
| Internet Banking channel | 1953 | 2019 | 1874 |
| Open Banking channel | 270 | 245 | 287 |
| 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 | October | November | December |
| 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.
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.
