Help & FAQs
Contact us
Contact Us & Help information
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Telephone - 0330 094 3333 (9.00am - 5.00pm Monday-Friday, excluding bank holidays)
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Email - customer.services@allica.bank
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Mobile banking - in-app enquiry form and chat (coming soon)
- FAQs: https://help.allica.bank/business-rewards-account
Common queries and how to get help
| 24 hour help | Telephone | Internet Banking | Mobile Banking | |
| Checking the balance and transactions | x | x | ✓ | ✓ |
| Sending money within the UK, including setting up a standing order | x | x | ✓ |
✓ |
| Sending money outside the UK | x | x | x | x |
| Cash withdrawal in a foreign currency outside the UK | x | x | ✓ | ✓ |
| A direct debit, or allowing someone to collect one or more payments from your account using your card number | x | x | ✓ | ✓ |
| Paying in a cheque | x | x | x | x |
| Cancelling a cheque | x | x | x | x |
| A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds | x | x | x | x |
| Third party access to an account, for example under a power of attorney | x | x | x | x |
| Problems using internet banking or mobile banking | x | ✓ | x | x |
| Reporting a suspected fraudulent incident or transaction | x | ✓ | x | x |
| Progress following an account suspension or card cancellation, e.g. following a fraud incident | x | ✓ | x | x |
| 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 | x | ✓ | x | x |
How and when you can use your bank account to do the following things
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Telephone banking |
Internet banking 24/7 |
Mobile banking 24/7 |
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| Checking the balance | x | ✓ | ✓ |
| Accessing transaction history | x | ✓ | ✓ |
| Setting up a standing order | x | ✓ | ✓ |
| Managing your direct debits | x | ✓ | ✓ |
| Sending money within the UK | x | ✓ | ✓ |
| Sending money outside the UK* | x | ✓ | ✓ |
| Paying in a cheque | x | x | x |
| Cancelling a cheque | x | x | x |
*We have partnered with Wise to enable international money transfers in EUR.
Information about operational and security incidents
We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.
| In the 3 months between 1 January 2022 and 31 March 2022 | In the 12 months between 1 April 2021 and 31 March 2022 | |
| Total number of incidents reported | 4 | 6 |
| Incidents affecting telephone banking | 0 | 2 |
| Incidents affecting the app | 4 | 6 |
| Incidents affecting internet banking | 4 | 6 |
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 Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data at Half-yearly complaints data.
Opening a business current account
How can I open a business current account?
Our Business Rewards account is a current account designed especially for established businesses. To open an account visit https://www.allica.bank/business-rewards-account/savings-pot/register-your-interest
Our accounts are available to UK-based businesses that meet the eligibility criteria set out in our Terms & Conditions.
You can open an account:
| Without visiting a branch | ✓ |
| Where a visit to branch is required, without an appointment | N/A |
| By sending documents and information electronically | ✓ |
| By post | x |
How quickly do physical cards arrive?
Customers are able to access their virtual card immediately through online and mobile banking. Once an account is open, customers can order their physical cards by logging into your account on the web or in the Allica Bank app and clicking on the ‘Cards’ tab. We aim to have customers receive their physical cards within 3-4 working days.
How quickly do customers get internet banking?
Once their business current account has been approved (usually within 5 working days), customers are able to access their internet banking immediately.
Are overdrafts available on the business current account?
Overdrafts are currently not available to new customers.
How quickly do we replace physical cards which have been lost, stolen or stopped?
Customers are able to report any stolen or lost cards via mobile or online banking. New cards will be delivered within 3-4 working days.
