Information about payment account services

Our personal payment accounts are:

  • Cash Transactor Deposit (Card)
  • Cash Transactor Share (Card)
  • Cashkey (Card)
  • 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 2021 and 30 June 2021 In the 12 months between 1 July 2020 and 30 June 2021
Total number of incidents reported 2 3
Incidents affecting telephone banking 1 2
Incidents affecting mobile banking 1 1
Incidents affecting internet banking 1 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 30 June 2021 Annual Interest rates payable for unarranged overdrafts on 30 June 2021 Refused payment fee on 30 June 2021
All Products 0% 0% £0
We do not offer current accounts. ​ ​ ​

 

Information about overdraft pricing in the period between 1 April 2021 and 30 June 2021

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 April 2021 100.00% 100.00% 0.00% 0.00% 1200 1577 769 NA 0.52% 100% 0% 2526
02 April 2021 100.00% 100.00% 0.00% 0.00% 1011 1482 750 NA 0.51% 100% 0% 2652
03 April 2021 100.00% 100.00% 0.00% 0.00% 952 1510 761 NA 0.78% 100% 0% 2620
04 April 2021 100.00% 100.00% 0.00% 0.00% 910 1512 742 NA 0.91% 100% 0% 2739
05 April 2021 100.00% 100.00% 0.00% 0.00% 1003 1505 782 NA 0.36% 100% 0% 2637
06 April 2021 100.00% 100.00% 0.00% 0.00% 1177 1518 771 NA 0.57% 100% 0% 2775
07 April 2021 100.00% 100.00% 0.00% 0.00% 1123 1563 772 NA 0.50% 100% 0% 2461
08 April 2021 100.00% 100.00% 0.00% 0.00% 1092 1529 774 NA 0.46% 100% 0% 2292
09 April 2021 100.00% 100.00% 0.00% 0.00% 1063 1466 747 NA 0.30% 100% 0% 2367
10 April 2021 100.00% 100.00% 0.00% 0.00% 995 1540 765 NA 0.50% 100% 0% 2440
11 April 2021 100.00% 100.00% 0.00% 0.00% 941 1519 761 NA 0.58% 100% 0% 2489
12 April 2021 100.00% 100.00% 0.00% 0.00% 1066 1539 795 NA 0.41% 100% 0% 2306
13 April 2021 100.00% 100.00% 0.00% 0.00% 1033 1556 779 NA 0.71% 100% 0% 2328
14 April 2021 100.00% 100.00% 0.00% 0.00% 1064 1604 801 NA 0.76% 100% 0% 2305
15 April 2021 100.00% 100.00% 0.00% 0.00% 1048 1644 766 NA 0.62% 100% 0% 2334
16 April 2021 100.00% 100.00% 0.00% 0.00% 1052 1593 776 NA 0.67% 100% 0% 2342
17 April 2021 98.54% 100.00% 1.46% 0.00% 940 1467 788 NA 0.36% 100% 0% 2280
18 April 2021 100.00% 100.00% 0.00% 0.00% 911 1518 783 NA 0.65% 100% 0% 2452
19 April 2021 100.00% 100.00% 0.00% 0.00% 1002 1532 821 NA 0.53% 100% 0% 2308
20 April 2021 86.18% 100.00% 13.82% 0.00% 1024 1546 815 NA 0.45% 100% 0% 1988
21 April 2021 100.00% 100.00% 0.00% 0.00% 1004 1549 818 NA 0.72% 100% 0% 2341
22 April 2021 100.00% 100.00% 0.00% 0.00% 994 1671 899 NA 0.54% 100% 0% 2351
23 April 2021 100.00% 100.00% 0.00% 0.00% 1016 1639 823 NA 0.42% 100% 0% 2291
24 April 2021 100.00% 100.00% 0.00% 0.00% 928 1628 838 NA 0.87% 100% 0% 2379
25 April 2021 100.00% 100.00% 0.00% 0.00% 933 1593 825 NA 0.50% 100% 0% 2151
26 April 2021 100.00% 100.00% 0.00% 0.00% 1059 1646 834 NA 0.61% 100% 0% 2367
27 April 2021 100.00% 100.00% 0.00% 0.00% 1034 1658 822 NA 0.44% 100% 0% 2352
28 April 2021 100.00% 100.00% 0.00% 0.00% 1062 1589 815 NA 0.49% 100% 0% 2383
29 April 2021 100.00% 100.00% 0.00% 0.00% 1053 1585 788 NA 0.45% 100% 0% 2378
30 April 2021 100.00% 100.00% 0.00% 0.00% 1105 1707 804 NA 0.70% 100% 0% 2366
01 May 2021 100.00% 100.00% 0.00% 0.00% 1059 1685 878 NA 0.57% 100% 0% 2352
02 May 2021 100.00% 100.00% 0.00% 0.00% 937 1582 783 NA 0.56% 100% 0% 2386
03 May 2021 100.00% 100.00% 0.00% 0.00% 1055 1600 821 NA 0.70% 100% 0% 2370
04 May 2021 100.00% 100.00% 0.00% 0.00% 1152 1623 809 NA 0.46% 100% 0% 2086
05 May 2021 100.00% 100.00% 0.00% 0.00% 1087 1596 760 NA 0.67% 100% 0% 2382
06 May 2021 100.00% 100.00% 0.00% 0.00% 1064 1541 721 NA 0.99% 100% 0% 1294
07 May 2021 100.00% 100.00% 0.00% 0.00% 1038 1545 730 NA 0.60% 100% 0% 1828
08 May 2021 100.00% 100.00% 0.00% 0.00% 995 1611 758 NA 0.39% 100% 0% 2432
09 May 2021 100.00% 100.00% 0.00% 0.00% 1594 1623 743 NA 0.49% 100% 0% 2380
10 May 2021 100.00% 100.00% 0.00% 0.00% 1035 1647 780 NA 0.55% 100% 0% 2332
11 May 2021 100.00% 100.00% 0.00% 0.00% 1025 1611 727 NA 0.53% 100% 0% 2296
12 May 2021 97.83% 100.00% 2.17% 0.00% 1013 1626 770 NA 0.60% 100% 0% 2315
13 May 2021 100.00% 100.00% 0.00% 0.00% 1032 1705 792 NA 0.45% 100% 0% 2379
14 May 2021 100.00% 100.00% 0.00% 0.00% 1027 1667 772 NA 0.80% 100% 0% 2333
15 May 2021 100.00% 100.00% 0.00% 0.00% 989 1693 801 NA 0.43% 100% 0% 2296
16 May 2021 100.00% 100.00% 0.00% 0.00% 944 1702 778 NA 0.70% 100% 0% 2337
17 May 2021 95.89% 100.00% 4.11% 0.00% 1054 1636 777 NA 0.33% 100% 0% 2290
18 May 2021 100.00% 100.00% 0.00% 0.00% 1065 1786 799 NA 0.39% 100% 0% 2417
19 May 2021 95.09% 100.00% 4.91% 0.00% 1055 1645 804 NA 0.66% 100% 0% 2326
20 May 2021 100.00% 100.00% 0.00% 0.00% 1050 1707 823 NA 1.86% 100% 0% 2449
21 May 2021 100.00% 100.00% 0.00% 0.00% 1080 1729 800 NA 0.69% 100% 0% 2404
22 May 2021 100.00% 100.00% 0.00% 0.00% 1020 1790 832 NA 0.55% 100% 0% 2386
23 May 2021 100.00% 100.00% 0.00% 0.00% 974 1661 797 NA 0.78% 100% 0% 2452
24 May 2021 100.00% 100.00% 0.00% 0.00% 1048 1583 732 NA 0.52% 100% 0% 2411
25 May 2021 100.00% 100.00% 0.00% 0.00% 1193 1633 752 NA 0.69% 100% 0% 2411
26 May 2021 99.42% 100.00% 0.58% 0.00% 1104 1610 733 NA 0.36% 100% 0% 2491
27 May 2021 100.00% 100.00% 0.00% 0.00% 1041 1619 746 NA 0.28% 100% 0% 2446
28 May 2021 100.00% 100.00% 0.00% 0.00% 1095 1627 741 NA 0.65% 100% 0% 2384
29 May 2021 100.00% 100.00% 0.00% 0.00% 963 1634 770 NA 0.47% 100% 0% 2414
30 May 2021 100.00% 100.00% 0.00% 0.00% 937 1645 777 NA 0.52% 100% 0% 2431
31 May 2021 100.00% 100.00% 0.00% 0.00% 998 1619 743 NA 0.46% 100% 0% 2437
01 June 2021 100.00% 100.00% 0.00% 0.00% 1145 1783 798 NA 0.79% 100% 0% 2429
02 June 2021 100.00% 100.00% 0.00% 0.00% 1151 1752 809 NA 0.64% 100% 0% 2415
03 June 2021 100.00% 100.00% 0.00% 0.00% 1088 1656 748 NA 0.79% 100% 0% 2435
04 June 2021 100.00% 100.00% 0.00% 0.00% 1082 1726 815 NA 0.89% 100% 0% 2372
05 June 2021 100.00% 100.00% 0.00% 0.00% 991 1696 809 NA 0.66% 100% 0% 2434
06 June 2021 100.00% 100.00% 0.00% 0.00% 962 1658 799 NA 0.35% 100% 0% 2524
07 June 2021 100.00% 100.00% 0.00% 0.00% 1074 1607 783 NA 0.42% 100% 0% 2383
08 June 2021 100.00% 100.00% 0.00% 0.00% 1093 1672 801 NA 0.64% 100% 0% 2332
09 June 2021 100.00% 100.00% 0.00% 0.00% 1053 1677 775 NA 0.74% 100% 0% 2404
10 June 2021 100.00% 100.00% 0.00% 0.00% 1184 1656 796 NA 0.41% 100% 0% 2409
11 June 2021 100.00% 100.00% 0.00% 0.00% 1170 1812 826 NA 0.91% 100% 0% 2361
12 June 2021 100.00% 100.00% 0.00% 0.00% 977 1728 799 NA 0.59% 100% 0% 2370
13 June 2021 100.00% 100.00% 0.00% 0.00% 922 1679 789 NA 0.45% 100% 0% 2426
14 June 2021 100.00% 100.00% 0.00% 0.00% 1056 1828 869 NA 0.63% 100% 0% 2378
15 June 2021 100.00% 100.00% 0.00% 0.00% 1051 1841 842 NA 1.03% 100% 0% 2384
16 June 2021 100.00% 100.00% 0.00% 0.00% 1047 1786 815 NA 0.72% 100% 0% 2421
17 June 2021 100.00% 100.00% 0.00% 0.00% 1040 1775 855 NA 0.44% 100% 0% 2340
18 June 2021 100.00% 100.00% 0.00% 0.00% 1045 1536 758 NA 0.77% 100% 0% 2301
19 June 2021 100.00% 100.00% 0.00% 0.00% 983 1537 776 NA 0.37% 100% 0% 2315
20 June 2021 100.00% 100.00% 0.00% 0.00% 965 1587 786 NA 0.25% 100% 0% 2255
21 June 2021 100.00% 100.00% 0.00% 0.00% 1071 1611 805 NA 0.49% 100% 0% 2445
22 June 2021 100.00% 100.00% 0.00% 0.00% 1045 1737 805 NA 0.86% 100% 0% 2621
23 June 2021 100.00% 100.00% 0.00% 0.00% 1014 1637 796 NA 0.52% 100% 0% 2333
24 June 2021 100.00% 100.00% 0.00% 0.00% 1047 1550 766 NA 0.50% 100% 0% 2307
25 June 2021 100.00% 100.00% 0.00% 0.00% 1079 1556 758 NA 0.49% 100% 0% 2344
26 June 2021 100.00% 100.00% 0.00% 0.00% 1000 1712 748 NA 0.90% 100% 0% 2216
27 June 2021 100.00% 100.00% 0.00% 0.00% 1001 1614 771 NA 0.46% 100% 0% 2445
28 June 2021 100.00% 100.00% 0.00% 0.00% 1119 1557 736 NA 0.44% 100% 0% 2437
29 June 2021 100.00% 100.00% 0.00% 0.00% 1060 1592 757 NA 0.58% 100% 0% 2411
30 June 2021 100.00% 100.00% 0.00% 0.00% 1097 1636 752 NA 0.45% 100% 0% 2350
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.