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 July 2023 and 30 September 2023 In the 12 months between 1 October 2022 and 30 September 2023
Total number of incidents reported 2 4
Incidents affecting telephone banking 1 1
Incidents affecting mobile banking 2 3
Incidents affecting internet banking 2 3

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 September 2023 Annual Interest rates payable for unarranged overdrafts on 30 September 2023 Refused payment fee on 30 September 2023
All Products 0% 0% £0
We do not offer current accounts.



Information about overdraft pricing in the period between 1 July 2023 and 30 September 2023

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 (%)
01 July 2023 87.36% 100.00% 100.00% 12.64% 0.00% 0.00% 2782 3082 2506 1193 NA 0.00%
02 July 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2543 2585 2468 1172 NA 0.10%
03 July 2023 52.17% 100.00% 98.00% 47.83% 0.00% 2.00% 2417 3383 2631 1180 NA 0.34%
04 July 2023 72.54% 100.00% 100.00% 27.46% 0.00% 0.00% 2395 2697 2755 1253 NA 0.00%
05 July 2023 99.49% 100.00% 100.00% 0.51% 0.00% 0.00% 2356 2652 2577 1212 NA 0.00%
06 July 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2321 2661 2469 1197 NA 0.26%
07 July 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2154 2519 2739 1288 NA 0.19%
08 July 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1953 2348 2039 1135 NA 0.29%
09 July 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1771 2278 2139 1099 NA 0.00%
10 July 2023 98.54% 100.00% 100.00% 1.46% 0.00% 0.00% 2650 2476 2522 1272 NA 0.18%
11 July 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2104 2489 2521 1206 NA 0.27%
12 July 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1993 2383 2386 1198 NA 0.00%
13 July 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1994 2466 2515 1188 NA 0.18%
14 July 2023 96.13% 99.26% 100.00% 3.87% 0.74% 0.00% 2225 2674 2613 1268 NA 0.46%
15 July 2023 100.00% 96.65% 100.00% 0.00% 3.35% 0.00% 1934 2440 2249 1161 NA 2.91%
16 July 2023 100.00% 98.51% 100.00% 0.00% 1.49% 0.00% 1707 2305 2245 1167 NA 0.16%
17 July 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2143 2624 2430 1272 NA 0.15%
18 July 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2097 2612 2688 1194 NA 0.07%
19 July 2023 87.96% 99.63% 100.00% 12.04% 0.37% 0.00% 2137 2670 2566 1216 NA 0.16%
20 July 2023 98.04% 100.00% 100.00% 1.96% 0.00% 0.00% 2194 2696 2382 1206 NA 0.18%
21 July 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2236 2611 3218 1311 NA 0.26%
22 July 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2043 2513 2141 1150 NA 0.09%
23 July 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 5976 2400 2270 1254 NA 4.18%
24 July 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2263 2634 2363 1152 NA 0.24%
25 July 2023 100.00% 87.36% 99.00% 0.00% 12.64% 1.00% 2211 2580 2540 1227 NA 0.26%
26 July 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2113 2526 2486 1259 NA 0.00%
27 July 2023 98.91% 99.63% 100.00% 1.09% 0.37% 0.00% 2431 2588 2714 1236 NA 3.41%
28 July 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2516 2496 2677 1189 NA 3.33%
29 July 2023 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 1892 2353 2400 1251 NA 0.20%
30 July 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1902 2319 2377 1148 NA 0.10%
31 July 2023 91.97% 100.00% 100.00% 8.03% 0.00% 0.00% 2320 2620 2401 1236 NA 0.26%
01 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2535 2864 2491 1202 NA 0.35%
02 August 2023 97.17% 100.00% 100.00% 2.83% 0.00% 0.00% 2286 2631 2466 1175 NA 0.09%
03 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2164 2523 2724 1155 NA 0.00%
04 August 2023 98.54% 100.00% 100.00% 1.46% 0.00% 0.00% 2241 2568 3133 1199 NA 0.07%
05 August 2023 92.34% 100.00% 100.00% 7.66% 0.00% 0.00% 2104 2490 2511 1179 NA 0.10%
06 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1846 2285 2396 1151 NA 0.10%
07 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2226 2556 2419 1147 NA 0.27%
08 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2110 2466 2650 1174 NA 0.27%
09 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2047 2436 2483 1208 NA 0.18%
10 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2105 2452 2546 1227 NA 0.00%
11 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2024 2419 2662 1157 NA 0.27%
12 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1831 2295 2578 1257 NA 0.10%
13 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1804 2264 2402 1189 NA 0.09%
14 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1889 2375 2529 1208 NA 0.16%
15 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2045 2433 2594 1190 NA 0.09%
16 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1960 2382 2578 1196 NA 0.27%
17 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1947 2369 2715 1262 NA 0.09%
18 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2014 2377 2883 1227 NA 0.09%
19 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1722 2233 2607 1243 NA 0.10%
20 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1680 2186 2219 1185 NA 0.10%
21 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1941 2345 2696 1170 NA 0.17%
22 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1932 2348 2549 1165 NA 0.17%
23 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1914 2334 2619 1140 NA 0.00%
24 August 2023 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 1999 2334 3055 1210 NA 0.09%
25 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2073 2411 2986 1173 NA 0.18%
26 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1794 2257 2316 1165 NA 0.48%
27 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1694 2173 2334 1159 NA 0.49%
28 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1828 2238 2250 1217 NA 0.27%
29 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2029 2370 4077 1211 NA 0.09%
30 August 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2040 2354 2610 1115 NA 0.08%
31 August 2023 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 2140 2440 2553 1165 NA 0.32%
01 September 2023 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 2446 2744 2819 1148 NA 0.00%
02 September 2023 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 1879 2326 2310 1172 NA 0.10%
03 September 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1761 2220 2242 1112 NA 0.10%
04 September 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2087 2510 2706 1336 NA 5.92%
05 September 2023 89.07% 100.00% 100.00% 10.93% 0.00% 0.00% 2022 2408 2682 1219 NA 0.09%
06 September 2023 100.00% 98.67% 100.00% 0.00% 1.33% 0.00% 2025 2449 3502 1208 NA 1.08%
07 September 2023 91.38% 100.00% 100.00% 8.62% 0.00% 0.00% 2002 2380 2903 1266 NA 0.78%
08 September 2023 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 1950 2319 3135 1177 NA 0.00%
09 September 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1747 2187 2453 1101 NA 0.10%
10 September 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1723 2187 2276 1123 NA 0.00%
11 September 2023 100.00% 92.16% 100.00% 0.00% 7.84% 0.00% 2017 2344 2585 1215 NA 0.25%
12 September 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2001 2411 2634 1330 NA 0.16%
13 September 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1947 2388 2753 1245 NA 0.17%
14 September 2023 100.00% 98.51% 100.00% 0.00% 1.49% 0.00% 1932 2385 2654 1200 NA 0.08%
15 September 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1803 2277 2700 1195 NA 0.09%
16 September 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1640 2158 2391 1140 NA 0.09%
17 September 2023 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 1557 2103 2142 1087 NA 0.10%
18 September 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1818 2275 2525 1144 NA 0.34%
19 September 2023 98.99% 100.00% 100.00% 1.01% 0.00% 0.00% 1716 2377 2625 1215 NA 0.08%
20 September 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1228 2442 2860 1208 NA 0.08%
21 September 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1000 2395 2188 1162 NA 0.08%
22 September 2023 99.57% 100.00% 100.00% 0.43% 0.00% 0.00% 1657 2395 2244 1140 NA 0.07%
23 September 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1200 2248 2162 1145 NA 0.00%
24 September 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1345 2217 2178 1100 NA 0.08%
25 September 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1432 2333 2215 1148 NA 0.28%
26 September 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2622 2347 2167 1153 NA 0.14%
27 September 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1234 2463 2256 1144 NA 0.20%
28 September 2023 91.01% 100.00% 100.00% 8.99% 0.00% 0.00% 1355 2434 2640 1203 NA 0.07%
29 September 2023 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1123 2431 2128 1151 NA 0.14%
30 September 2023 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 1766 2325 2108 1162 NA 0.16%