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Important notice: one of our banking services providers is carrying out maintenance on its computer systems during Saturday 18th and Sunday 19th August.

Find out how our services are affected
Help and Support

Information about payment account services

Our personal payment accounts are:

  • Cash Transactor Deposit (card)
  • Cash Transactor Share (card)
  • Cashkey

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

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

 

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

  24 hour help? Telephone Internet banking** Mobile banking***
Contact details        
Checking the balance and accessing a transaction history No 0345 1200 100*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
Sending money within the UK, including setting up a standing order No 0345 1200 100*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
Sending money outside the UK No 0345 1200 100*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
Paying in a cheque No 0345 1200 100*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
Cancelling a cheque No 0345 1200 100*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
Cash withdrawal in a foreign currency outside the UK No 0345 1200 100*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds No 0345 1200 100*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number No 0345 1200 100*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays>
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
Third party access to an account, for example under a power of attorney No 0345 1200 100*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
Problems using internet banking or mobile banking No 0345 1200 100*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
Reporting a suspected fraudulent incident or transaction No 0345 1200 100*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
Progress following an account suspension or card cancellation e.g following a fraud incident No 0345 1200 100*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
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 0345 1200 100*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
0345 1200 805*
8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays

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 bank account to do the following things:

Telephone banking Internet banking** Mobile banking***
Checking the balance 0345 1200 100*
24 hours
24 hours 24 hours
Accessing a transaction history 0345 1200 100*
24 hours
24 hours 24 hours
Sending money within the UK Not possible 24 hours 24 hours
Setting up a standing order Not possible 24 hours 24 hours
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).

** 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 or contact us on :

Online support

  • 8am - 8pm: Mon to Fri
  • 9am - 1pm: Sat
0345 1200 805*

 

*** We don’t currently offer banking via an app. However, some of our online services are available in mobile view.

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 2018 and 30 June 2018
Total number of incidents reported 3
Incidents affecting telephone banking 1
Incidents affecting mobile banking 0
Incidents affecting internet banking 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/

Get in touch

Visit a branch or agency

Enter a town, city or postcode to find your nearest branch.

Call us

  • 8am - 8pm: Mon to Fri
  • 9am - 1pm: Sat
0345 1200 100*

Online security
Report an online security issue using our form


Report a lost/stolen card

Call our helpline 24 hours a day, 7 days a week

0345 9 10 11 12*

Alternatively you can visit your nearest branch or report it online

 

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