Service & Support
SERVICES FOR CLIENTS
Audit Confirmation Requests
Cards Issued in United Kingdom
Lost, stolen, fraud, and general enquiries
0800 023 1450 from within the UK
+44 0 207 367 7899 from overseas
8.00 am – 5 pm (UK time)
(Monday – Friday)
Cards Issued in North America
Lost or Stolen Cards
1 844 274 0771
001 408 654 1039 International
1 866 553 3481
1 866 940 5920 (Elite Card)
001 408 654 1039 International
Our Business Charge tariff applicable from 1 January 2021 here.
Compare currency conversion charges for card (including debt and charge) transactions in euro and other EEA currencies here. When using this website, please enter 2.99% in the “Bank Fee” field to ensure that site provides an accurate calculation. 2.99% is the fee applied by SVB for foreign exchange, as stated in our Tariff.
If you have any feedback you’d like to share, we’d love to hear from you.
Meeting and exceeding our clients' expectations is the most important part of our business.
There may be occasions when something goes wrong that leaves you dissatisfied. If this happens, please let us know and we will do everything we can to resolve any problems or difficulties. Our aim is to always resolve such matters as soon as we can and to your satisfaction.
Making a complaint
If something has gone wrong, please let us know by contacting any of the following:
- Your Relationship Manager
- Client Advisory Services by
- Telephone on 0800 023 1441 (or on +44 207 367 7881 if calling from outside the UK)
- Email at firstname.lastname@example.org
- Writing to Client Advisory Services, Silicon Valley Bank, Alphabeta, 14-18 Finsbury Square, London EC2A 1BR
The person you contact will note the details of your complaint and then ensure that this is dealt with in line with our complaints procedure described below.
How we handle your complaint
The person that you contact with details of your complaint will always aim to resolve the issue as soon as possible. If the issue can be resolved by the end of the third business day after receiving your complaint, we will provide you with written confirmation.
If for whatever reason we need to investigate further and we cannot resolve your complaint by the end of the third business day, we will:
- Acknowledge your complaint and provide you with guidance as to when we anticipate coming back to you
- Provide you with contact details or confirmation of who is handling your complaint
- Keep in contact with you to update you on progress
- Send you a final response as soon as we can
If at the end of 8 weeks, your complaint is still unresolved it will move to step 3.
If at the end of 8 weeks, your complaint is still unresolved, we will send you a written response to explain why we are not able to send you a final response and let you know when we expect to be able to provide you with a final response.
When we send you a final response either resolving the complaint within 8 weeks (step 2) or letting you know that it will take a little longer (step 3), we will also tell you whether you are eligible to refer your complaint to the Financial Ombudsman Service for further review.
The Financial Ombudsman Service is an independent body that can review your case impartially and make a final decision on banking or other financial disputes, where you have made a complaint and you remain dissatisfied or we have been unable to resolve it.
If you want to ask the Financial Ombudsman Service to review your complaint, you need to do this within six months of the date of our final response letter. The Financial Ombudsman Service will not consider a request for review until 8 weeks after you made your initial complaint, if you have not received a final response from us.
Information on whether you are able to refer your complaint and whether the nature of your complaint is something that the Financial Ombudsman Service can deal with, can be obtained by contacting them using the details below:
The Financial Ombudsman Service
London E14 9SR
Telephone: 0800.023.4567 (or +44.20.7964.0500 if calling from outside the UK)
For further information, you can visit the Financial Ombudsman Service website at www.financial-ombudsman.org.uk.
SVB Holiday Schedule – Bank of England
Obtain Credit Reference for SVB Clients
Obtain credit reference for SVB clients
Order Handling and Execution Policy
Read our Order Handling and Execution Policy.
Payment and Foreign Exchange Processing
This document sets out the cut-off times for providing payment instructions through SVB Online Banking to Silicon Valley Bank UK.
You can also view reference rates for exchange rates in Silicon Valley Bank UK.
Standard Settlement Instructions for incoming international payments can be found here.
Details on payments to the European Economic Area (EEA) is found here.
UK API Services
Our API Services can give you additional control over your data and finances by enabling you to share your up-to-date current account information with a regulated third party provider (TPP).
This is achieved by making your information accessible to other regulated companies in a standardised and secure way – using what are known as Application Programming Interfaces or APIs.
By making your accounts available to a TPP, you could benefit from their services such as displaying your Silicon Valley Bank accounts in an aggregation site so you can view all your current accounts at the same time, enabling you to make better informed financial decisions. You can also make a payment directly from your SVB deposit account to online retailers or other parties through these authorised TPPs.
Clients who want to share their account information or make payments in this way need to give their explicit consent to the TPPs whose services they want to use. For every consent granted to a TPP to access an account or make a payment, the user will need to authorise this access via Online Banking.
TPPs must comply with data protection laws and must be registered or authorised with the Financial Conduct Authority (FCA). Your account data can only ever be shared with a TPP after you have given your explicit consent and Silicon Valley Bank will not share your information without your permission.
To find out more information about our API Services, you can click here.
Third Party Providers (TPPs)
SVB API Services enables integration of our interfaces into your application, delivering access to account and transactional data. You can, subject to being authorised by the Financial Conduct Authority (FCA) for the relevant regulated activities and receiving consent from a client, use it to view client account data and to initiate payment requests direct from their account.
By signing up for a developer account and receiving an access token, you can develop and test applications in SVB’s sandbox environment to simulate users of your application.
Any client using your application to access our API Services will be required to confirm they consent to your access, including the specific services you are requesting. This provides visibility on the data your application will be able to access or confirm that they wish you to initiate a payment request.
The following API Services are currently available for UK accounts:
- UK Authentication Services: APIs that enable AISPs and PISPs to generate access tokens and initiate user consent authorisation
- UK Account Services: APIs that enable AISPs to retrieve account information on behalf of an SVB client, subject to the client providing consent.
- UK Payment Services: APIs that enable PISPs to initiate Faster Payments on behalf of an SVB client, from their Silicon Valley Bank account.
In order to use the above services, you must be authorised to carry out the activities of Account Information Services and/or Payment Initiation Services under the Payment Services Regulations 2017.
To get started, you can find out more information on our API Services via our Developer Portal, and register for access to our Sandbox.
Using Xero to handle your accounting? You can have your Silicon Valley Bank data automatically imported into Xero for quick and easy access. Current and FX accounts are eligible, in GBP, EUR, USD and foreign currencies.
Just visit here to get started. Please be aware that this process takes ten business days to complete.
You can also find out about US Domiciled Xero Account Integration.
For more information, log into support.xero.com or contact the UK Client Service team with any questions.