Turns out that although the application was made before 9th November, they didn't open the account until approx 10 days after the application because they insist on sending out physical paperwork to sign before formally approving the application.

We'll be making a complaint that the marketing information is "not fair" because it doesn't warn that applications are not accepted purely on the basis of the online application and that acceptance of the application will likely take 1-2 weeks post application.

Not sure how this will go, but as an FCA regulated firm they have to treat customers fairly, and so a warning of how long acceptance takes (especially as competitors accept in real time) should be made, or distinct deadlines should be given for the application and acceptance phases of opening the account.