Information about payment account services

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 January 2022 and 31 March 2022 In the 12 months between 1 April 2021 and 31 March 2022
Total number of incidents reported 1 5
Incidents affecting telephone banking 0 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 31 March 2022 Annual Interest rates payable for unarranged overdrafts on 31 March 2022 Refused payment fee on 31 March 2022
All Products 0% 0% £0
We do not offer current accounts. ​ ​ ​

 

Information about overdraft pricing in the period between 1 January 2022 and 31 March 2022

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 (%)
D D D E E F F G H I J
01 January 2022 99.61% 99.64% 100.00% 0.39% 0.36% 0.00% 1172 2476 2406 1192 NA 0.26%
02 January 2022 99.79% 99.64% 100.00% 0.21% 0.36% 0.00% 1123 2413 2290 1221 NA 0.33%
03 January 2022 99.86% 99.64% 100.00% 0.14% 0.36% 0.00% 1201 2526 2404 1152 NA 0.22%
04 January 2022 99.82% 100.00% 100.00% 0.18% 0.00% 0.00% 1300 2397 2319 1137 NA 0.24%
05 January 2022 99.81% 100.00% 100.00% 0.19% 0.00% 0.00% 1241 2572 2350 1177 NA 0.27%
06 January 2022 99.84% 99.64% 100.00% 0.16% 0.36% 0.00% 1215 2772 2285 1198 NA 0.87%
07 January 2022 99.84% 99.64% 100.00% 0.16% 0.36% 0.00% 1239 2417 2310 1124 NA 0.19%
08 January 2022 99.71% 99.64% 100.00% 0.29% 0.36% 0.00% 1170 2532 2186 1194 NA 0.22%
09 January 2022 99.83% 99.64% 100.00% 0.17% 0.36% 0.00% 1103 2417 2497 1215 NA 0.25%
10 January 2022 99.80% 99.64% 100.00% 0.20% 0.36% 0.00% 1186 2499 2316 1134 NA 0.26%
11 January 2022 99.80% 100.00% 100.00% 0.20% 0.00% 0.00% 1180 2525 2273 1120 NA 0.34%
12 January 2022 99.83% 99.64% 100.00% 0.17% 0.36% 0.00% 1118 2428 2245 1105 NA 0.25%
13 January 2022 99.62% 99.64% 100.00% 0.38% 0.36% 0.00% 1091 2380 2086 1034 NA 0.30%
14 January 2022 99.00% 97.10% 100.00% 1.00% 2.90% 0.00% 1154 2347 2116 1062 NA 0.07%
15 January 2022 99.73% 98.91% 100.00% 0.27% 1.09% 0.00% 1102 2381 2073 1019 NA 0.18%
16 January 2022 99.83% 99.64% 100.00% 0.17% 0.36% 0.00% 1053 2375 2111 992 NA 0.09%
17 January 2022 96.45% 99.64% 100.00% 3.55% 0.36% 0.00% 1141 2354 2075 1024 NA 0.18%
18 January 2022 99.73% 96.39% 100.00% 0.27% 3.61% 0.00% 1145 2396 2051 1050 NA 0.12%
19 January 2022 99.74% 99.64% 100.00% 0.26% 0.36% 0.00% 1130 2462 2060 1043 NA 0.04%
20 January 2022 99.84% 99.64% 100.00% 0.16% 0.36% 0.00% 1171 2406 2098 1014 NA 0.14%
21 January 2022 99.61% 100.00% 100.00% 0.39% 0.00% 0.00% 1169 2399 2078 1024 NA 0.10%
22 January 2022 99.81% 99.64% 100.00% 0.19% 0.36% 0.00% 1108 2383 2044 1012 NA 0.14%
23 January 2022 99.84% 99.28% 100.00% 0.16% 0.72% 0.00% 1100 2412 2113 979 NA 0.12%
24 January 2022 99.75% 100.00% 100.00% 0.25% 0.00% 0.00% 1258 2390 2175 1044 NA 0.11%
25 January 2022 99.75% 99.63% 100.00% 0.25% 0.37% 0.00% 1239 2453 2127 1066 NA 0.13%
26 January 2022 99.97% 99.64% 100.00% 0.03% 0.36% 0.00% 1181 2431 2145 1084 NA 0.08%
27 January 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1217 2396 2240 1183 NA 0.32%
28 January 2022 99.93% 100.00% 100.00% 0.07% 0.00% 0.00% 0 2597 2403 1242 NA 0.36%
29 January 2022 99.85% 100.00% 100.00% 0.15% 0.00% 0.00% 0 2442 2136 1202 NA 0.00%
30 January 2022 99.96% 99.64% 100.00% 0.04% 0.36% 0.00% 0 2430 2146 1129 NA 0.14%
31 January 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 0 2487 2274 1258 NA 0.08%
01 February 2022 100.00% 99.61% 100.00% 0.00% 0.39% 0.00% 1034 2612 2184 1203 NA 0.18%
02 February 2022 100.00% 99.26% 100.00% 0.00% 0.74% 0.00% 1058 2493 2244 1197 NA 0.10%
03 February 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1034 2478 2251 1238 NA 0.28%
04 February 2022 100.00% 98.89% 100.00% 0.00% 1.11% 0.00% 1066 2467 2347 1213 NA 0.16%
05 February 2022 100.00% 99.26% 100.00% 0.00% 0.74% 0.00% 1002 2464 2084 1151 NA 0.16%
06 February 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1107 2493 2284 1137 NA 0.11%
07 February 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1099 2599 2117 1179 NA 0.26%
08 February 2022 100.00% 42.75% 100.00% 0.00% 57.25% 0.00% 1004 11833 2425 1205 NA 0.00%
09 February 2022 100.00% 94.80% 100.00% 0.00% 5.20% 0.00% 1199 2458 2267 1200 NA 0.26%
10 February 2022 100.00% 95.90% 100.00% 0.00% 4.10% 0.00% 1187 3331 2830 1542 NA 1.84%
11 February 2022 100.00% 93.31% 100.00% 0.00% 6.69% 0.00% 1166 2418 2189 1221 NA 0.15%
12 February 2022 100.00% 99.00% 100.00% 0.00% 1.00% 0.00% 1164 3175 2073 1124 NA 0.11%
13 February 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1155 2427 2042 1095 NA 0.16%
14 February 2022 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 1144 2572 2264 1168 NA 0.27%
15 February 2022 100.00% 98.89% 100.00% 0.00% 1.11% 0.00% 1088 2537 2278 1208 NA 0.11%
16 February 2022 100.00% 99.26% 100.00% 0.00% 0.74% 0.00% 1086 2500 2174 1190 NA 0.15%
17 February 2022 100.00% 98.88% 100.00% 0.00% 1.12% 0.00% 1033 2505 2137 1187 NA 0.16%
18 February 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1099 2641 2289 1218 NA 0.26%
19 February 2022 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 1101 2431 2199 1097 NA 0.11%
20 February 2022 100.00% 98.88% 100.00% 0.00% 1.12% 0.00% 1081 2461 2161 1154 NA 0.16%
21 February 2022 100.00% 98.89% 100.00% 0.00% 1.11% 0.00% 1033 2606 2342 1188 NA 0.15%
22 February 2022 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 901 2504 2285 1166 NA 0.31%
23 February 2022 100.00% 99.26% 100.00% 0.00% 0.74% 0.00% 1019 2512 2202 1207 NA 0.26%
24 February 2022 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 1044 2509 2495 1212 NA 0.10%
25 February 2022 100.00% 98.51% 100.00% 0.00% 1.49% 0.00% 1098 2565 2178 1179 NA 0.21%
26 February 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1166 2458 2195 1110 NA 0.28%
27 February 2022 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 1144 2408 2113 1167 NA 0.22%
28 February 2022 100.00% 99.26% 100.00% 0.00% 0.74% 0.00% 1139 2505 2130 1161 NA 0.38%
01 March 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1367 2475 2113 963 NA 0.12%
02 March 2022 99.62% 100.00% 100.00% 0.38% 0.00% 0.00% 1296 2541 2107 1041 NA 0.14%
03 March 2022 100.00% 99.26% 100.00% 0.00% 0.74% 0.00% 1249 2446 2136 1018 NA 0.20%
04 March 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1257 2474 2118 1038 NA 0.12%
05 March 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1154 2478 2223 1025 NA 0.16%
06 March 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1165 2462 2127 1017 NA 0.16%
07 March 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1247 2575 2111 1002 NA 0.14%
08 March 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1250 2514 2267 1124 NA 0.45%
09 March 2022 100.00% 98.87% 100.00% 0.00% 1.13% 0.00% 1287 2517 2518 1283 NA 0.28%
10 March 2022 100.00% 98.88% 100.00% 0.00% 1.12% 0.00% 1235 2436 2140 992 NA 0.19%
11 March 2022 99.94% 99.26% 100.00% 0.06% 0.74% 0.00% 1300 2470 2095 1024 NA 0.05%
12 March 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1212 2475 2142 1065 NA 0.00%
13 March 2022 99.97% 98.14% 100.00% 0.03% 1.86% 0.00% 1163 2680 2101 1061 NA 0.13%
14 March 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1208 2453 2129 1059 NA 0.19%
15 March 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1241 2516 2132 1027 NA 0.19%
16 March 2022 100.00% 99.25% 100.00% 0.00% 0.75% 0.00% 1238 2862 2123 977 NA 0.08%
17 March 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1220 2903 2159 1041 NA 0.12%
18 March 2022 100.00% 99.26% 100.00% 0.00% 0.74% 0.00% 1206 2839 2054 1005 NA 0.06%
19 March 2022 100.00% 99.26% 100.00% 0.00% 0.74% 0.00% 1127 2846 2169 1035 NA 0.15%
20 March 2022 98.19% 98.51% 100.00% 1.81% 1.49% 0.00% 1098 2788 2167 1034 NA 0.22%
21 March 2022 100.00% 98.51% 100.00% 0.00% 1.49% 0.00% 1205 2980 2074 1022 NA 0.12%
22 March 2022 96.75% 99.63% 100.00% 3.25% 0.37% 0.00% 1220 2579 2004 983 NA 0.09%
23 March 2022 100.00% 98.51% 100.00% 0.00% 1.49% 0.00% 1197 2502 2033 963 NA 0.17%
24 March 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1226 2488 1898 963 NA 0.17%
25 March 2022 100.00% 98.88% 100.00% 0.00% 1.12% 0.00% 1275 2502 1922 937 NA 0.07%
26 March 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1208 2561 2055 1014 NA 0.07%
27 March 2022 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 1161 2474 2086 1004 NA 0.15%
28 March 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1357 2593 2068 951 NA 0.21%
29 March 2022 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 1360 2554 1936 1012 NA 0.13%
30 March 2022 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1358 2573 1981 1001 NA 0.32%
31 March 2022 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 1403 2617 2041 1073 NA 0.16%
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.