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Your feedback is important

We wanted to take the opportunity to thank you for your feedback, and share more about the plans you've shaped over the course of this year.  We've looked at the way you use our website, what you like and what you don't like. We've been testing our website so that you, our customers, have had the opportunity to directly influence these developments.

This information, and your feedback, has shown us what needs to be done better. We also wanted to reflect on how our customers have helped us to achieve some big milestones in 2018.

What we aim to change in 2019

What we delivered in 2018

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What we aim to change in 2019

Online application for Business Current Accounts

We’ve further improved the changes we made to the application journey we introduced last year, by delivering a straight-through online current account application form. You can now apply for our business current accounts online without the need to print or post to us. Additionally, we've introduced the option to save and continue with your application as and when you want. This is now available for all current accounts with the exception of the Community Directplus account.

Delivered Feb 2019

Changes to online banking

We’ve had lots of feedback from customers about the way they use online banking. We’ve scheduled in significant upgrades to online banking. We’re looking at making improvements to the way you make payments, transfer money and conduct vital business banking actions. It’ll be simpler to use, with an all new look.

What we delivered in 2018

Website redesign

Previously, our website wasn't easy to navigate and finding relevant information was difficult. It has now been updated making it simpler to find what you need, whether that’s help and support, a new account or information about us, you can also search our FAQ hub to get extra support with your business bank accounts. We've also adapted our current account form so that it can now be completed online.

Online banking updates

We’ve tweaked online banking. Customers told us the text size was too small, we’ve now made the text larger and altered our colour scheme to make it more accessible to everyone. We’re currently working on further significant changes to online banking.

A new direction

We want to do what’s right for you, and make your banking experience better. We’re putting together our plan of activity for the future and will share it with you once it’s ready. If you’d like to give us feedback, or let us know what you’d like to change, you can get in touch using our feedback form.

Leave feedback

We welcome your suggestions or comments about how we could improve our services. Please click the button below to leave your feedback.

  • Please note that we're unable to respond to individual comments made in this survey. If there is a specific issue that you'd like to discuss with us, please visit our complaints page.

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