Our personal payment accounts are:

  • YBS Offset - payment account version not available to new customers.

Please note, we don’t currently have any payment accounts on sale.

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


How and when you can contact us to ask about the following things:

  24 hour help? Telephone Internet banking** Mobile banking
Contact details   0345 1200 100*    
Checking the balance and accessing a transaction history No

9am - 5pm Mon-Fri 9am - 1pm Sat

Closed Sunday and Bank and Public Holidays
Not possible† Not possible†
Sending money within the UK, including setting up a standing order No

9am - 5pm Mon-Fri 9am - 1pm Sat

Closed Sunday and Bank and Public Holidays
Not possible† Not possible†
Sending money outside the UK No

9am - 5pm Mon-Fri 9am - 1pm Sat

Closed Sunday and Bank and Public Holidays
Not possible† Not possible†
Paying in a cheque No

9am - 5pm Mon-Fri 9am - 1pm Sat

Closed Sunday and Bank and Public Holidays
Not possible† Not possible†
Cancelling a cheque No

9am - 5pm Mon-Fri 9am - 1pm Sat

Closed Sunday and Bank and Public Holidays
Not possible† Not possible†
Cash withdrawal in a foreign currency outside the UK No

9am - 5pm Mon-Fri 9am - 1pm Sat

Closed Sunday and Bank and Public Holidays
Not possible† Not possible†
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds No

9am - 5pm Mon-Fri 9am - 1pm Sat

Closed Sunday and Bank and Public Holidays
Not possible† Not possible†
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number No

9am - 5pm Mon-Fri 9am - 1pm Sat

Closed Sunday and Bank and Public Holidays
Not possible† Not possible†
Third party access to an account, for example under a power of attorney No

9am - 5pm Mon-Fri 9am - 1pm Sat

Closed Sunday and Bank and Public Holidays
Not possible† Not possible†
Problems using internet banking or mobile banking No

9am - 5pm Mon-Fri 9am - 1pm Sat

Closed Sunday and Bank and Public Holidays
Not possible† Not possible†
Reporting a suspected fraudulent incident or transaction No

9am - 5pm Mon-Fri 9am - 1pm Sat

Closed Sunday and Bank and Public Holidays
Not possible† Not possible†
Progress following an account suspension or card cancellation e.g following a fraud incident No

9am - 5pm Mon-Fri 9am - 1pm Sat

Closed Sunday and Bank and Public Holidays
Not possible† Not possible†
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 No

9am - 5pm Mon-Fri 9am - 1pm Sat

Closed Sunday and Bank and Public Holidays
Not possible† Not possible†

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 or queries you can raise in one of our branches or agencies.


How and when you can use your personal payment account to do the following things:

Telephone banking Internet banking** Mobile banking
Checking the balance 0345 1200 100*
24 hours
23 hours†† 23 hours††
Accessing a transaction history 0345 1200 100*
24 hours
23 hours†† 23 hours††
Sending money within the UK Not possible 23 hours†† 23 hours††
Setting up a standing order Not possible 23 hours†† Not possible
Sending money outside the UK Not possible Not possible Not possible
Paying in a cheque Not possible Not possible Not possible
Cancelling a cheque Not possible Not possible Not possible

Note: this is a list of common actions. It does not represent the full list of actions you can take in relation to your account or actions you can take in one of our branches or agencies.

* Calls to 03 numbers are charged at the same standard network rate as 01 or 02 landline numbers, even when calling from a mobile.

** To use internet or mobile view banking channels you’ll need to be registered for online access. If you’re not already registered for online access and would like to be, please register here.

† This means using a function such as 'live chat' to speak to us immediately and this is not possible with our Online Services. If you are registered to use our Online Services then you can log in to our website and send us a secure message. The secure message function is not available within our app.

†† Routine maintenance is performed daily between 3.00am – 4.00am which means this service will be unavailable during this time.

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 April 2022 and 30 June 2022 In the 12 months between 1 July 2021 and 30 June 2022
Total number of incidents reported 0 3
Incidents affecting telephone banking 0 1
Incidents affecting mobile banking 0 0
Incidents affecting internet banking 0 0

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 here by selecting 'Our publication report'.
 

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



What is the interest rate being charged on our products?

Product Annual interest rates payable for arranged overdrafts on 30 June 2022 Annual Interest rates payable for unarranged overdrafts on 30 June 2022 Refused payment fee on 30 June 2022
All Products 0% 0% £0
We do not offer current accounts.



Information about overdraft pricing in the period between 1 April 2022 and 30 June 2022

Product Advertised APR(s) during the period
All Products 0%
We do not offer overdrafts. ​ ​


Quarterly statistics on availability and performance

  Availability Statistics Performance statistics
Internet banking API
Day Internet Banking Uptime (%) App Uptime (%) API Uptime (%) Internet Banking Downtime (%) App Downtime (%) API Downtime (%) Web Average Response Time (millisecs) App Average Response Time (millisecs) Average PISP response Time (millisecs) Average AISP response Time (millisecs) Average CBPII response Time (millisecs) Error response rate (%)
  D D D E E   F F G H I J
01 April 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1510 2585 2022 1010 NA 0.34%
02 April 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1341 2571 2073 1042 NA 0.22%
03 April 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1216 2557 2054 1032 NA 0.09%
04 April 2022 99.88% 99.88% 100.00% 0.12% 0.12% 0.00% 1403 2606 1989 992 NA 0.07%
05 April 2022 99.85% 99.85% 100.00% 0.15% 0.15% 0.00% 1435 2658 2088 1095 NA 0.16%
06 April 2022 99.93% 99.95% 100.00% 0.07% 0.05% 0.00% 1442 2850 2114 1019 NA 0.13%
07 April 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1410 2652 2133 1160 NA 0.29%
08 April 2022 99.22% 99.71% 100.00% 0.78% 0.29% 0.00% 1356 2527 2133 1200 NA 0.09%
09 April 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1244 2529 2041 1096 NA 0.18%
10 April 2022 99.06% 99.78% 100.00% 0.94% 0.22% 0.00% 1143 2467 2099 1071 NA 0.06%
11 April 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1316 2554 2058 975 NA 0.19%
12 April 2022 97.68% 97.09% 100.00% 2.32% 2.91% 0.00% 1480 2616 1979 1001 NA 0.19%
13 April 2022 100.00% 99.93% 100.00% 0.00% 0.07% 0.00% 1358 2578 2114 1032 NA 0.25%
14 April 2022 99.78% 100.00% 100.00% 0.22% 0.00% 0.00% 1325 2570 2040 1038 NA 0.35%
15 April 2022 100.00% 99.99% 100.00% 0.00% 0.01% 0.00% 1168 2515 2212 1036 NA 0.16%
16 April 2022 99.95% 100.00% 100.00% 0.05% 0.00% 0.00% 1095 2482 2185 1023 NA 0.25%
17 April 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1090 2489 2106 1057 NA 0.12%
18 April 2022 99.99% 100.00% 100.00% 0.01% 0.00% 0.00% 1124 2494 2083 1005 NA 0.09%
19 April 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1327 2531 1980 1000 NA 0.14%
20 April 2022 99.68% 99.92% 100.00% 0.32% 0.08% 0.00% 1305 2515 1942 986 NA 0.11%
21 April 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1265 2470 2073 1022 NA 0.16%
22 April 2022 99.76% 99.88% 100.00% 0.24% 0.12% 0.00% 1256 2511 2096 982 NA 0.16%
23 April 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1248 2536 2182 1072 NA 0.09%
24 April 2022 99.92% 100.00% 100.00% 0.08% 0.00% 0.00% 1153 2512 2138 1064 NA 0.18%
25 April 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1280 2487 2052 1036 NA 0.12%
26 April 2022 99.97% 100.00% 100.00% 0.03% 0.00% 0.00% 1230 2187 2029 968 NA 0.05%
27 April 2022 98.56% 99.91% 100.00% 1.44% 0.09% 0.00% 1184 1757 1946 978 NA 0.12%
28 April 2022 99.92% 99.99% 100.00% 0.08% 0.01% 0.00% 1183 1758 2293 1039 NA 0.16%
29 April 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1221 1710 2031 974 NA 0.12%
30 April 2022 99.80% 99.24% 100.00% 0.20% 0.76% 0.00% 1116 1720 2008 996 NA 0.03%
01 May 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1186 1810 1989 967 NA 0.24%
02 May 2022 99.92% 99.92% 100.00% 0.08% 0.08% 0.00% 1161 1855 1936 946 NA 0.09%
03 May 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1269 1835 1954 963 NA 0.14%
04 May 2022 99.83% 99.83% 100.00% 0.17% 0.17% 0.00% 1216 1784 2020 974 NA 0.14%
05 May 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1196 1771 1952 1052 NA 0.12%
06 May 2022 99.92% 99.92% 100.00% 0.08% 0.08% 0.00% 1121 1811 1895 939 NA 0.30%
07 May 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1094 1772 2173 1062 NA 0.07%
08 May 2022 99.89% 99.89% 100.00% 0.11% 0.11% 0.00% 1036 1711 2098 1042 NA 0.14%
09 May 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1134 1788 1974 947 NA 0.25%
10 May 2022 99.79% 99.79% 100.00% 0.21% 0.21% 0.00% 1127 1733 2021 1003 NA 0.27%
11 May 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1151 1807 1997 1016 NA 0.07%
12 May 2022 99.15% 99.15% 100.00% 0.85% 0.85% 0.00% 1113 1817 1900 946 NA 0.21%
13 May 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1150 1715 2219 998 NA 0.14%
14 May 2022 99.85% 99.85% 100.00% 0.15% 0.15% 0.00% 1049 1714 2039 988 NA 0.19%
15 May 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1047 1725 1964 1037 NA 0.16%
16 May 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1182 1803 2095 1095 NA 0.22%
17 May 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1137 1789 2093 1018 NA 0.07%
18 May 2022 99.85% 99.85% 100.00% 0.15% 0.15% 0.00% 1060 1710 2119 1058 NA 0.15%
19 May 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1109 1781 2208 1110 NA 0.09%
20 May 2022 99.90% 99.90% 100.00% 0.10% 0.10% 0.00% 1122 1727 2246 1160 NA 1.82%
21 May 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1079 1816 2166 1112 NA 2.06%
22 May 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1001 1783 2128 1101 NA 2.23%
23 May 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1135 1915 2499 1192 NA 2.58%
24 May 2022 99.92% 99.92% 100.00% 0.08% 0.08% 0.00% 1089 1812 2125 1027 NA 1.23%
25 May 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1144 1756 2160 1135 NA 1.07%
26 May 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1188 1780 2158 1070 NA 1.05%
27 May 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1287 1734 2560 1173 NA 1.41%
28 May 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1169 1722 2003 1025 NA 1.06%
29 May 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1111 1725 2370 1121 NA 0.63%
30 May 2022 95.00% 99.95% 100.00% 5.00% 0.05% 0.00% 1281 1765 2356 1080 NA 0.99%
31 May 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1334 1837 2193 1107 NA 1.14%
01 June 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1352 1840 2053 1050 NA 0.68%
02 June 2022 99.93% 100.00% 100.00% 0.07% 0.00% 0.00% 1163 1779 2007 1080 NA 0.79%
03 June 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1126 1745 2090 1079 NA 0.86%
04 June 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1086 1815 2218 1106 NA 1.01%
05 June 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1084 1751 2025 1019 NA 1.14%
06 June 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1269 1757 2110 1107 NA 0.78%
07 June 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1227 1779 2074 1034 NA 1.29%
08 June 2022 99.93% 100.00% 100.00% 0.07% 0.00% 0.00% 1257 1883 2097 1040 NA 1.01%
09 June 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1228 1802 2092 1087 NA 0.76%
10 June 2022 99.93% 100.00% 100.00% 0.07% 0.00% 0.00% 1219 1843 2051 1105 NA 0.94%
11 June 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1125 1782 2033 1098 NA 0.87%
12 June 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1060 1714 2110 1086 NA 1.05%
13 June 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1199 1802 2312 1081 NA 1.06%
14 June 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1180 1785 2309 1210 NA 0.93%
15 June 2022 98.92% 100.00% 100.00% 1.08% 0.00% 0.00% 1167 1785 2220 1194 NA 1.09%
16 June 2022 99.78% 100.00% 100.00% 0.22% 0.00% 0.00% 1150 1791 2218 1064 NA 0.92%
17 June 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1196 1717 2235 1113 NA 0.67%
18 June 2022 99.93% 100.00% 100.00% 0.07% 0.00% 0.00% 1168 1727 2417 1093 NA 0.75%
19 June 2022 100.00% 99.58% 100.00% 0.00% 0.42% 0.00% 1072 1785 2219 1022 NA 1.53%
20 June 2022 100.00% 99.89% 100.00% 0.00% 0.11% 0.00% 1126 1695 2202 1114 NA 1.22%
21 June 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1239 1795 2308 1065 NA 1.24%
22 June 2022 99.96% 99.82% 100.00% 0.04% 0.18% 0.00% 1289 1880 2205 1164 NA 0.89%
23 June 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1209 1750 2200 1042 NA 1.07%
24 June 2022 97.39% 97.39% 100.00% 2.61% 2.61% 0.00% 1235 1705 2215 1030 NA 0.73%
25 June 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1168 1771 2137 1058 NA 0.78%
26 June 2022 100.00% 99.90% 100.00% 0.00% 0.10% 0.00% 1118 1792 2224 1094 NA 0.87%
27 June 2022 99.96% 100.00% 100.00% 0.04% 0.00% 0.00% 1244 1785 2238 1182 NA 0.80%
28 June 2022 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 1204 1727 2249 1116 NA 0.88%
29 June 2022 99.71% 100.00% 100.00% 0.29% 0.00% 0.00% 1195 1645 2295 1107 NA 0.55%
30 June 2022 100.00% 99.92% 100.00% 0.00% 0.08% 0.00% 1211 1661 2315 1127 NA 0.67%