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Service quality information for personal current accounts

 

The Financial Conduct Authority requires us to publish the following information about our personal current accounts. 

 

  • How and when services and helplines are available
  • Contact details for help, including for 24-hour helplines
  • How long it will take to open a current account
  • How long it will take to have a debit card replaced
  • How often the firm has had to report major operational and security incidents
  • The level of complaints made against the firm
  • By encouraging competition providers should be incentivised to improve their service and performance

Annexure 1: How and when you can contact us to ask about the following things
How and when you can contact us to ask about the following things: 24 hour help? Telephone banking Internet banking Mobile banking
Contact details - Telephone: 0344 412 4444 - -
Checking the balance and transactions Yes Yes Yes No
Sending money within the UK, including setting up a standing order Yes Yes Yes No
Sending money outside the UK Yes Yes Yes No
Paying in a cheque Yes Yes Yes No
Cancelling a cheque Yes Yes Yes No
Cash withdrawal in a foreign currency outside the UK Yes Yes Yes No
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds Yes Yes Yes No
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number Yes Yes Yes No
Third party access to an account, for example under a power of attorney Yes Yes Yes No
Problems using internet banking or mobile banking Yes Yes Yes No
Reporting a suspected fraudulent incident or transaction Yes Yes Yes No
Progress following an account suspension or card cancellation, e.g. following a fraud incident Yes Yes Yes No
Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available Yes Yes Yes No

Note: This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, online, in the ICICI UK Mobile app or in one of our branches.

Annexure 2: How and when you can use your bank account to do the following things
How and when you can use your bank account to do the following things: Telephone banking Internet banking Mobile banking
checking the balance and transactions Yes Yes Yes
sending money within the UK, No Yes Yes
setting up a standing order No Yes No
sending money outside the UK  Yes Yes Yes
paying in a cheque No No No
cancelling a cheque Yes Yes No

Annexure 3: Information about operational and security incidents
Particulars In the 3 months between 1st January 2025and 31st March 2025 In the 12 months between 1st April 2024 and 31st March 2025

Total number of incidents reported

 0

 1

Incidents affecting telephone banking

 0

 1

Incidents affecting mobile banking

 0

 1
 Incidents affecting internet banking

0 

 1

Annexure 4: Complaints Data

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data.

The most recent summary is available on our complaints data page.

The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at http://www.ombudsman-complaints-data.org.uk/.

Complaints data pushed live on complaints process.

Annexure 5: Account Opening Information

Go to how to apply Personal Current Account page to find out how you can open an account, and what information and documents you need to give us to open an account.

You can open an account: -
Without visiting a branch Yes
Where a visit to a branch is required, without an appointment Yes
By sending us documents and information electronically Yes
By post Yes

How quickly do we open [personal/business] current accounts and enable them to start paying into the account?

(a) the same day, for [x]% of customers; 75%*
(b) on average, in [x] days; and 1 days*
(c) within [x] days for 99% of customers. 1 days*

How quickly do we give customers a debit card, once an account is opened?

(a) the same day, for [x]% of customers; 0%*
(b) on average, in [x] days; and 7 days*
(c) within [x] days for 99% of customers. 9 days*

How quickly do customers get internet banking, once an account is opened?

(a) the same day, for [x]% of customers; 75%*
(b) on average, in [x] days; and 1 days*
(c) within [x] days for 99% of customers. 1 days*

How quickly is an overdraft available?

(a) the same day, for [x]% of customers; NA
(b) on average, in [x] days; and NA
(c) within [x] days for 99% of customers. NA

How quickly do we replace debit cards which have been lost, stolen or stopped?

(a) the same day, for [x]% of customers; 0%*
(b) on average, in [x] days; and 7 days*
(c) within [x] days for 99% of customers. 9 days*

*For personal current accounts

Annexure 6: What is the interest rate being charged on our products?

What is the interest rate being charged on our products?

Product Range of annual interest rates payable for arranged overdrafts on 31 March 2022
Personal Current Account No arranged overdraft available. 

Annexure 7: How do our overdrafts compare?

How do our overdrafts compare?

Presently, ICICI Bank UK does not offer overdraft facility with its Personal Current Account.

Since the launch of the new Digital Account Opening initiative the team has concluded that the gap has reduced significantly between the Bank and certain new-fintech and new-high street competitors. The Bank performs at par or better than its direct competition set (other Indian Banks). The Retail team has taken several initiatives such as a 3-in-1 account and arrangements with the Parent bank’s NRI business to enable a significant scale up in its PCA business. In addition, the retail team is also working on a digital on-boarding solution for its business customers. As these initiatives get rolled out, the Bank will create a significant service and product differentiation.

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