Service Quality Information

How we monitor response times and service standards for offshore clients

We monitor response times for support enquiries, payment investigations, and document requests so offshore clients have a clear expectation of service. Standards can vary by request type and whether third-party banks are involved.

Ask Support for current service standards applicable to your relationship if you need them for internal SLA reporting. Complex compliance or multi-bank traces may take longer than routine portal questions.

If service falls short, follow our complaints process. Day-to-day help topics start at offshore account FAQs.

• Routine support questions are typically handled faster than formal investigations.
• Document reviews depend on the completeness of what you submit.
• Payment traces rely partly on correspondent bank response times.
• Peak periods (for example month-end) can extend non-urgent turnaround.
• We use feedback from complaints and surveys to improve processes.

Related topics: Our Internet Banking service, Complaints, FATCA and Common Reporting Standard, Data protection and privacy