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 8.00am – 8:00pm Mon-Fri
9.00am – 1.00pm on Sat
Closed Sunday and Bank and Public Holidays
Not possible† Not possible
Sending money within the UK, including setting up a standing order No 8.00am – 8:00pm Mon-Fri
9.00am – 1.00pm on Sat
Closed Sunday and Bank and Public Holidays
Not possible† Not possible
Sending money outside the UK No 8.00am – 8:00pm Mon-Fri
9.00am – 1.00pm on Sat
Closed Sunday and Bank and Public Holidays
Not possible† Not possible
Paying in a cheque No 8.00am – 8:00pm Mon-Fri
9.00am – 1.00pm on Sat
Closed Sunday and Bank and Public Holidays
Not possible† Not possible
Cancelling a cheque No 8.00am – 8:00pm Mon-Fri
9.00am – 1.00pm on Sat
Closed Sunday and Bank and Public Holidays
Not possible† Not possible
Cash withdrawal in a foreign currency outside the UK No 8.00am – 8:00pm Mon-Fri
9.00am – 1.00pm on 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 8.00am – 8:00pm Mon-Fri
9.00am – 1.00pm on 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 8.00am – 8:00pm Mon-Fri
9.00am – 1.00pm on 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 8.00am – 8:00pm Mon-Fri
9.00am – 1.00pm on Sat
Closed Sunday and Bank and Public Holidays
Not possible† Not possible
Problems using internet banking or mobile banking No 8.00am – 8:00pm Mon-Fri
9.00am – 1.00pm on Sat
Closed Sunday and Bank and Public Holidays
Not possible† Not possible
Reporting a suspected fraudulent incident or transaction No 8.00am – 8:00pm Mon-Fri
9.00am – 1.00pm on 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 8.00am – 8:00pm Mon-Fri
9.00am – 1.00pm on 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 8.00am – 8:00pm Mon-Fri
9.00am – 1.00pm on 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†† 23 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.

* 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.

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

† 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 send us a secure message.

†† 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 2019 and 31 December 2019 In the 12 months between 1 January 2019 and 31 December 2019
Total number of incidents reported 1 6
Incidents affecting telephone banking 0 0
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/

Quarterly statistics on availability and performance

Availability Statistics Performance statistics
Internet banking API
Day Internet Banking Uptime (%) API Uptime (%) Internet Banking Downtime (%) API Downtime (%) Average Response Time (millisecs) Average PISP response Time (millisecs) Average AISP response Time (millisecs) Average CBPII response Time (millisecs) Error response rate (%)
01 October 2019 100.00% 99.67% 0.00% 0.33% 1522 NA 2632 NA 11.36%
02 October 2019 100.00% 100.00% 0.00% 0.00% 1499 NA 1117 NA 0.00%
03 October 2019 100.00% 100.00% 0.00% 0.00% 1432 NA 1231 NA 2.08%
04 October 2019 100.00% 100.00% 0.00% 0.00% 1666 NA 1093 NA 0.00%
05 October 2019 100.00% 100.00% 0.00% 0.00% 1460 NA NA NA 0.00%
06 October 2019 100.00% 100.00% 0.00% 0.00% 1359 NA NA NA 0.00%
07 October 2019 100.00% 100.00% 0.00% 0.00% 1532 NA 2284 NA 0.00%
08 October 2019 100.00% 100.00% 0.00% 0.00% 1469 NA 438 NA 0.00%
09 October 2019 100.00% 100.00% 0.00% 0.00% 1496 NA 1077 NA 0.00%
10 October 2019 93.52% 99.29% 6.48% 0.71% 1945 NA 7852 NA 11.27%
11 October 2019 100.00% 100.00% 0.00% 0.00% 1419 NA 1039 NA 0.00%
12 October 2019 100.00% 100.00% 0.00% 0.00% 1359 NA NA NA 0.00%
13 October 2019 100.00% 100.00% 0.00% 0.00% 1348 NA 1493 NA 0.00%
14 October 2019 100.00% 100.00% 0.00% 0.00% 1587 NA 1477 NA 0.00%
15 October 2019 100.00% 99.29% 0.00% 0.71% 1455 NA 4509 NA 0.00%
16 October 2019 99.27% 100.00% 0.73% 0.00% 1427 NA NA NA 0.00%
17 October 2019 100.00% 100.00% 0.00% 0.00% 1422 NA 1137 NA 0.00%
18 October 2019 100.00% 99.29% 0.00% 0.71% 1450 NA 1333 NA 0.00%
19 October 2019 100.00% 100.00% 0.00% 0.00% 1397 NA NA NA 0.00%
20 October 2019 98.50% 100.00% 1.50% 0.00% 1344 NA NA NA 0.00%
21 October 2019 98.50% 99.67% 1.50% 0.33% 1607 NA 824 NA 0.00%
22 October 2019 100.00% 100.00% 0.00% 0.00% 1536 NA 714 NA 0.00%
23 October 2019 100.00% 100.00% 0.00% 0.00% 1565 NA 826 NA 0.00%
24 October 2019 100.00% 100.00% 0.00% 0.00% 1552 NA 886 NA 0.00%
25 October 2019 100.00% 98.62% 0.00% 1.38% 1613 NA 1381 NA 0.00%
26 October 2019 100.00% 100.00% 0.00% 0.00% 1505 NA 1357 NA 0.00%
27 October 2019 100.00% 95.83% 0.00% 4.17% 1481 NA NA NA 0.00%
28 October 2019 100.00% 100.00% 0.00% 0.00% 1644 NA 1029 NA 0.00%
29 October 2019 100.00% 100.00% 0.00% 0.00% 1561 NA 1735 NA 0.00%
30 October 2019 98.55% 100.00% 1.45% 0.00% 1563 NA 436 NA 0.00%
31 October 2019 100.00% 100.00% 0.00% 0.00% 1583 NA 1228 NA 0.00%
01 November 2019 97.10% 100.00% 2.90% 0.00% 1550 NA 1885 NA 0.00%
02 November 2019 100.00% 100.00% 0.00% 0.00% 1582 NA 971 NA 0.00%
03 November 2019 100.00% 100.00% 0.00% 0.00% 1496 NA 794 NA 0.00%
04 November 2019 100.00% 100.00% 0.00% 0.00% 1758 NA 702 NA 0.00%
05 November 2019 100.00% 100.00% 0.00% 0.00% 1643 NA 1676 NA 0.00%
06 November 2019 100.00% 100.00% 0.00% 0.00% 1634 NA 941 NA 0.00%
07 November 2019 100.00% 100.00% 0.00% 0.00% 1622 NA 954 NA 0.00%
08 November 2019 97.83% 100.00% 2.17% 0.00% 1615 NA 1665 NA 0.00%
09 November 2019 87.50% 100.00% 12.50% 0.00% 1575 NA 1448 NA 0.00%
10 November 2019 52.17% 66.67% 47.83% 33.33% 1499 NA 982 NA 0.00%
11 November 2019 100.00% 100.00% 0.00% 0.00% 1683 NA 664 NA 0.00%
12 November 2019 100.00% 100.00% 0.00% 0.00% 1573 NA 330 NA 0.00%
13 November 2019 100.00% 100.00% 0.00% 0.00% 1548 NA 1996 NA 0.00%
14 November 2019 100.00% 100.00% 0.00% 0.00% 1571 NA 1116 NA 0.00%
15 November 2019 100.00% 100.00% 0.00% 0.00% 1630 NA 812 NA 0.00%
16 November 2019 100.00% 100.00% 0.00% 0.00% 1488 NA 965 NA 0.00%
17 November 2019 100.00% 100.00% 0.00% 0.00% 1474 NA 1500 NA 0.00%
18 November 2019 100.00% 100.00% 0.00% 0.00% 1615 NA 2039 NA 0.00%
19 November 2019 100.00% 100.00% 0.00% 0.00% 1560 NA 1213 NA 0.00%
20 November 2019 100.00% 100.00% 0.00% 0.00% 1540 NA 987 NA 0.00%
21 November 2019 100.00% 100.00% 0.00% 0.00% 1548 NA 1019 NA 0.00%
22 November 2019 100.00% 100.00% 0.00% 0.00% 1590 NA 617 NA 0.00%
23 November 2019 100.00% 100.00% 0.00% 0.00% 1523 NA 1093 NA 0.00%
24 November 2019 100.00% 100.00% 0.00% 0.00% 1499 NA 854 NA 0.00%
25 November 2019 100.00% 100.00% 0.00% 0.00% 1630 NA 3402 NA 3.92%
26 November 2019 100.00% 100.00% 0.00% 0.00% 1641 NA 515 NA 1.82%
27 November 2019 100.00% 100.00% 0.00% 0.00% 1584 NA 878 NA 0.00%
28 November 2019 100.00% 100.00% 0.00% 0.00% 1541 NA 840 NA 0.00%
29 November 2019 100.00% 100.00% 0.00% 0.00% 1567 1856 778 NA 2.47%
30 November 2019 100.00% 100.00% 0.00% 0.00% 1501 NA 1446 NA 0.00%
01 December 2019 100.00% 100.00% 0.00% 0.00% 1644 NA 1241 NA 0.00%
02 December 2019 100.00% 100.00% 0.00% 0.00% 1788 NA 1179 NA 0.00%
03 December 2019 100.00% 100.00% 0.00% 0.00% 1593 NA 825 NA 0.00%
04 December 2019 100.00% 100.00% 0.00% 0.00% 1593 NA 826 NA 0.00%
05 December 2019 100.00% 100.00% 0.00% 0.00% 1581 NA 917 NA 0.00%
06 December 2019 100.00% 100.00% 0.00% 0.00% 1574 NA 3031 NA 0.64%
07 December 2019 100.00% 100.00% 0.00% 0.00% 1557 NA 702 NA 0.64%
08 December 2019 100.00% 100.00% 0.00% 0.00% 2153 NA 1043 NA 0.65%
09 December 2019 100.00% 100.00% 0.00% 0.00% 2803 NA 506 NA 1.27%
10 December 2019 100.00% 100.00% 0.00% 0.00% 2755 NA 757 NA 0.63%
11 December 2019 100.00% 100.00% 0.00% 0.00% 2483 NA 1306 NA 0.00%
12 December 2019 100.00% 100.00% 0.00% 0.00% 2417 NA 1628 NA 0.52%
13 December 2019 100.00% 100.00% 0.00% 0.00% 2839 NA 1067 NA 0.00%
14 December 2019 99.28% 100.00% 0.72% 0.00% 2238 NA 711 NA 1.30%
15 December 2019 100.00% 100.00% 0.00% 0.00% 2182 NA 1148 NA 0.65%
16 December 2019 100.00% 100.00% 0.00% 0.00% 2953 NA 1693 NA 0.33%
17 December 2019 100.00% 100.00% 0.00% 0.00% 2728 NA 3032 NA 0.00%
18 December 2019 100.00% 100.00% 0.00% 0.00% 2572 NA 1127 NA 0.00%
19 December 2019 100.00% 100.00% 0.00% 0.00% 2513 NA 969 NA 0.00%
20 December 2019 100.00% 100.00% 0.00% 0.00% 2778 NA 1247 NA 0.00%
21 December 2019 100.00% 100.00% 0.00% 0.00% 2252 NA 2905 NA 0.00%
22 December 2019 100.00% 100.00% 0.00% 0.00% 1997 NA 2813 NA 0.00%
23 December 2019 100.00% 100.00% 0.00% 0.00% 2663 NA 1062 NA 0.61%
24 December 2019 100.00% 100.00% 0.00% 0.00% 2268 NA 2882 NA 0.62%
25 December 2019 100.00% 100.00% 0.00% 0.00% 1712 NA 2867 NA 0.00%
26 December 2019 100.00% 100.00% 0.00% 0.00% 1935 NA 765 NA 1.18%
27 December 2019 100.00% 100.00% 0.00% 0.00% 2724 NA 1164 NA 0.00%
28 December 2019 100.00% 100.00% 0.00% 0.00% 2367 NA 949 NA 2.06%
29 December 2019 100.00% 100.00% 0.00% 0.00% 2171 NA 2937 NA 0.53%
30 December 2019 100.00% 100.00% 0.00% 0.00% 3485 NA 2315 NA 2.02%
31 December 2019 100.00% 100.00% 0.00% 0.00% 3460 NA 570 NA 0.00%
A graph representing the Uptime and downtime for Internet Banking and API.

A graph representing the average response time for internet baking and the API.

A graph representing the error response rate for the API.