Information about payment account services

Our personal payment accounts are:

  • Cash Transactor Deposit (Card)
  • Cash Transactor Share (Card)
  • Cashkey (Card)
  • YBS Offset - this product is currently on sale.

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

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 October 2020 and 31 December 2020 In the 12 months between 1 January 2020 and 31 December 2020
Total number of incidents reported 0 2
Incidents affecting telephone banking 0 2
Incidents affecting mobile banking 0 0
Incidents affecting internet banking 0 1

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 31 December 2020 Annual Interest rates payable for unarranged overdrafts on 31 December 2020 Refused payment fee on 31 December 2020
All Products 0% 0% £0
We do not offer current accounts. ​ ​ ​

 

Information about overdraft pricing in the period between 1 October 2020 and 31 December 2020

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 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2309 3475 1389 758 NA 0.25%
02 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2299 3576 1475 740 NA 0.44%
03 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2171 3298 1553 762 NA 0.91%
04 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 1851 3549 1450 734 NA 0.56%
05 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2413 3435 1493 748 NA 0.67%
06 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2247 3157 1651 787 NA 0.48%
07 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2157 4196 1588 814 NA 0.44%
08 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2223 4492 1412 784 NA 0.87%
09 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2329 4079 1278 745 NA 0.61%
10 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 1940 4038 1302 769 NA 0.65%
11 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 1790 4217 1315 733 NA 0.32%
12 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2728 3421 1278 735 NA 0.35%
13 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2266 3901 1340 780 NA 0.42%
14 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2070 3453 1576 801 NA 0.57%
15 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2079 3530 1474 726 NA 0.42%
16 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2378 3357 1410 750 NA 0.82%
17 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 1936 3265 1439 732 NA 0.70%
18 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 1944 3005 1367 740 NA 0.45%
19 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2343 3432 1398 739 NA 0.24%
20 October 2020 99.28% 100% 100.00% 0.72% 0% 0.00% 2120 3280 1578 778 NA 0.60%
21 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2178 3246 1573 803 NA 0.37%
22 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 3682 3475 1605 780 NA 0.78%
23 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2472 3449 1518 719 NA 0.52%
24 October 2020 71.74% 100% 70.83% 28.26% 0% 29.17% 1924 2972 1483 714 NA 1.70%
25 October 2020 95.65% 100% 91.67% 4.35% 0% 8.33% 1814 3016 1404 671 NA 0.60%
26 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2312 3272 1502 710 NA 0.37%
27 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2384 3681 1689 806 NA 0.77%
28 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2173 3567 1535 753 NA 1.11%
29 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2290 3393 1609 775 NA 0.71%
30 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2308 3354 1539 784 NA 1.04%
31 October 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2034 3399 1432 779 NA 1.24%
01 November 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 1927 3300 1436 759 NA 1.23%
02 November 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2606 3633 1578 818 NA 1.27%
03 November 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2162 3257 1709 836 NA 3.03%
04 November 2020 99.64% 100% 100.00% 0.36% 0% 0.00% 2048 3195 1679 846 NA 3.20%
05 November 2020 98.91% 100% 100.00% 1.09% 0% 0.00% 2185 2839 1760 789 NA 0.92%
06 November 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2202 2315 1670 827 NA 0.63%
07 November 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 1902 2302 1380 753 NA 1.73%
08 November 2020 99.63% 100% 100.00% 0.37% 0% 0.00% 1834 2404 1365 739 NA 0.67%
09 November 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2259 2368 1721 834 NA 0.38%
10 November 2020 98.90% 100% 100.00% 1.10% 0% 0.00% 2243 2538 1568 836 NA 1.53%
11 November 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2094 2365 1425 791 1808 0.95%
12 November 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 3419 2496 1612 794 NA 1.64%
13 November 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2133 2437 1624 764 NA 0.55%
14 November 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 1982 2379 1417 708 NA 0.60%
15 November 2020 100.00% 100% 16.67% 0.00% 0% 83.33% 1889 2415 1801 759 NA 0.46%
16 November 2020 95.57% 100% 83.33% 4.43% 0% 16.67% 2213 2302 1461 713 NA 4.01%
17 November 2020 100.00% 100% 85.42% 0.00% 0% 14.58% 2075 2398 1632 812 NA 0.58%
18 November 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2055 2381 1664 762 NA 0.33%
19 November 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2112 2420 1506 739 NA 0.68%
20 November 2020 96.69% 100% 100.00% 3.31% 0% 0.00% 2219 3041 1508 739 NA 0.77%
21 November 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 1922 2364 1608 827 NA 0.51%
22 November 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 1863 2466 1602 797 NA 0.58%
23 November 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2188 2473 2000 867 NA 1.06%
24 November 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2078 2441 1741 860 NA 0.58%
25 November 2020 100.00% 100% 87.50% 0.00% 0% 12.50% 2226 2510 1692 774 NA 1.52%
26 November 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2127 2505 2047 859 NA 1.01%
27 November 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2187 2495 1588 789 NA 0.85%
28 November 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 1974 2388 1574 769 NA 0.85%
29 November 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 1898 2395 1568 728 NA 0.94%
30 November 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2314 2356 1648 766 NA 0.47%
01 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2211 2409 1513 777 NA 0.89%
02 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2065 2427 1480 751 NA 0.73%
03 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 1993 2431 1575 779 NA 0.63%
04 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 2300 2395 1643 783 NA 0.87%
05 December 2020 90.81% 100% 100.00% 9.19% 0% 0.00% 1915 2351 1590 803 NA 6.22%
06 December 2020 94.63% 100% 87.50% 5.37% 0% 12.50% 891 2347 1422 701 1483 0.76%
07 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 1005 2501 1428 723 NA 0.93%
08 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 977 2480 1458 720 NA 0.74%
09 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 975 2423 1500 712 2104 0.35%
10 December 2020 96.36% 100% 100.00% 3.64% 0% 0.00% 969 4095 1526 742 NA 0.70%
11 December 2020 90.11% 100% 100.00% 9.89% 0% 0.00% 971 4820 1459 693 2237 6.60%
12 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 899 2349 1465 723 NA 0.26%
13 December 2020 97.45% 100% 100.00% 2.55% 0% 0.00% 920 2957 1439 714 NA 0.63%
14 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 987 2642 1427 745 NA 0.58%
15 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 992 2602 1448 790 NA 0.75%
16 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 963 2454 1559 738 NA 0.49%
17 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 960 2486 1574 729 NA 3.44%
18 December 2020 97.81% 100% 100.00% 2.19% 0% 0.00% 982 2394 1652 741 NA 0.72%
19 December 2020 95.99% 95.99% 100.00% 4.01% 4.01% 0.00% 922 2826 1563 725 NA 3.96%
20 December 2020 99.64% 99.64% 100.00% 0.36% 0.36% 0.00% 870 1601 1652 762 NA 0.96%
21 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 981 2388 1582 748 NA 0.55%
22 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 934 2228 1631 733 NA 0.75%
23 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 969 2246 1540 687 NA 0.47%
24 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 896 2294 1526 687 NA 0.36%
25 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 960 2319 1512 701 NA 0.72%
26 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 892 2315 1538 694 NA 0.83%
27 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 914 2337 1530 704 NA 0.57%
28 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 928 2267 1543 694 NA 0.71%
29 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 1027 2289 1673 742 NA 0.26%
30 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 982 2290 1690 722 NA 0.84%
31 December 2020 100.00% 100% 100.00% 0.00% 0% 0.00% 993 2239 1551 691 NA 0.31%
A graph representing the Uptime and downtime for Internet Banking, the app and API.

A graph representing the average response time for internet banking, the app and the API.

A graph representing the error response rate for the API.