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 July 2021 and 30 September 2021 In the 12 months between 1 October 2020 and 30 September 2021
Total number of incidents reported 2 4
Incidents affecting telephone banking 1 2
Incidents affecting mobile banking 0 1
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 30 September 2021 Annual Interest rates payable for unarranged overdrafts on 30 September 2021 Refused payment fee on 30 September 2021
All Products 0% 0% £0
We do not offer current accounts. ​ ​ ​

 

Information about overdraft pricing in the period between 1 July 2021 and 30 September 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 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1172 2352 1634 760 NA 0.29%
02 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1100 2377 1567 731 NA 0.32%
03 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1029 2444 1672 764 NA 0.37%
04 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 986 2324 1613 767 NA 0.25%
05 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1109 2471 1529 721 NA 0.25%
06 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1127 2451 1634 761 NA 0.45%
07 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1088 2412 1593 753 NA 0.43%
08 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1039 2493 1673 801 NA 0.39%
09 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1015 2354 1582 744 NA 0.32%
10 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 962 2391 1626 773 NA 0.33%
11 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 944 2398 1684 788 NA 0.36%
12 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1074 2416 1587 754 NA 0.58%
13 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1047 2495 1599 760 NA 0.58%
14 July 2021 97.45% 100% 100.00% 2.55% 0% 0.00% 1026 2305 1589 753 NA 0.70%
15 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1056 2229 1583 740 NA 0.46%
16 July 2021 98.55% 100% 100.00% 1.45% 0% 0.00% 1022 2280 1541 722 NA 0.25%
17 July 2021 99.64% 100% 100.00% 0.36% 0% 0.00% 955 2445 1636 768 NA 0.25%
18 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 929 2393 1602 768 NA 0.44%
19 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1015 2343 1564 738 NA 0.36%
20 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1026 2338 1565 757 NA 0.54%
21 July 2021 75.55% 100% 100.00% 24.45% 0% 0.00% 1031 2410 1565 767 NA 0.57%
22 July 2021 91.28% 100% 87.50% 8.72% 0% 12.50% 1026 2119 1569 740 NA 0.37%
23 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1048 2352 1564 741 NA 0.44%
24 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 991 2394 1657 788 NA 0.39%
25 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 993 2395 1616 760 NA 0.75%
26 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1073 2441 1559 736 3324 0.36%
27 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1069 2381 1548 740 NA 0.26%
28 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1084 2331 1567 721 NA 0.75%
29 July 2021 98.17% 100% 100.00% 1.83% 0% 0.00% 1039 2394 1555 717 NA 0.28%
30 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1110 2448 1533 741 NA 0.30%
31 July 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 980 2395 1622 751 NA 0.48%
01 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1035 2440 1634 765 NA 0.56%
02 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1143 2404 1568 731 NA 0.21%
03 August 2021 99.64% 100% 100.00% 0.36% 0% 0.00% 1085 2461 1540 725 NA 0.33%
04 August 2021 80.59% 100% 100.00% 19.41% 0% 0.00% 1035 2500 1651 763 NA 0.91%
05 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1050 2368 1676 770 NA 0.49%
06 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1025 2330 1665 753 NA 0.32%
07 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 963 2378 1625 763 NA 0.39%
08 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 942 2365 1647 756 NA 0.36%
09 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1043 2361 1586 737 NA 0.25%
10 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1039 2383 1589 739 NA 0.22%
11 August 2021 95.65% 100% 100.00% 4.35% 0% 0.00% 1007 2411 1574 723 NA 0.57%
12 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 982 2417 1567 734 NA 0.48%
13 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1024 2426 1587 723 NA 0.29%
14 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 968 2401 1559 716 NA 0.50%
15 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 938 2480 1549 687 NA 0.45%
16 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1041 2474 1688 761 NA 0.14%
17 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1037 2587 1628 744 NA 0.37%
18 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1029 2395 1659 742 NA 0.55%
19 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1022 2401 1847 832 NA 2.54%
20 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1023 2362 1717 760 NA 0.28%
21 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1004 2467 1818 818 NA 0.50%
22 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 942 2432 1867 812 NA 0.41%
23 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1008 2489 1728 761 NA 0.53%
24 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1038 2437 1757 775 NA 0.37%
25 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1027 2355 1899 835 NA 0.36%
26 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1022 2355 1870 821 NA 0.34%
27 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1053 2427 1752 776 NA 0.20%
28 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 962 2388 1750 776 NA 0.25%
29 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 941 2454 1762 756 NA 0.20%
30 August 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1024 2411 1741 769 NA 0.31%
31 August 2021 98.91% 100% 100.00% 1.09% 0% 0.00% 1093 2418 1707 766 NA 0.51%
01 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1207 2473 1722 763 NA 0.33%
02 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1084 2420 1664 757 NA 0.32%
03 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1057 2389 1716 770 NA 0.45%
04 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 980 2435 1791 821 NA 0.61%
05 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 975 2446 1811 832 NA 0.68%
06 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1045 2464 1770 788 NA 0.26%
07 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1018 2518 1718 771 NA 0.43%
08 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1038 2508 1757 780 NA 0.51%
09 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1024 2839 1527 701 NA 0.26%
10 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1041 2481 1475 681 NA 0.36%
11 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1012 2448 1568 797 NA 1.19%
12 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 955 2468 1530 716 NA 0.21%
13 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1045 2424 1453 682 NA 0.26%
14 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1111 2539 1416 694 NA 0.42%
15 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1034 2390 1352 633 NA 0.16%
16 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1012 2439 1375 688 NA 0.28%
17 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1017 2409 1385 733 NA 0.22%
18 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 978 2465 1367 719 NA 0.13%
19 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 990 2432 1609 759 NA 0.17%
20 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1086 2392 1377 667 NA 0.20%
21 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1091 2336 1450 683 NA 0.12%
22 September 2021 99.49% 100% 100.00% 0.51% 0% 0.00% 1066 2345 1435 690 NA 0.18%
23 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1071 2407 1365 697 NA 0.31%
24 September 2021 99.13% 100% 100.00% 0.87% 0% 0.00% 1059 2571 1377 746 NA 0.20%
25 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1030 2371 1491 757 NA 0.28%
26 September 2021 97.39% 100% 100.00% 2.61% 0% 0.00% 992 2319 1485 740 NA 0.17%
27 September 2021 99.29% 100% 100.00% 0.71% 0% 0.00% 1118 2465 1545 689 NA 0.28%
28 September 2021 99.28% 100% 100.00% 0.72% 0% 0.00% 1124 2393 1341 669 NA 0.21%
29 September 2021 99.28% 100% 100.00% 0.72% 0% 0.00% 1105 2385 1487 679 NA 0.23%
30 September 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1164 2401 1367 689 NA 0.26%
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.