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 July 2020 and 30 September 2020 In the 12 months between 1 October 2019 and 30 September 2020
Total number of incidents reported 1 3
Incidents affecting telephone banking 1 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 30 September 2020 Annual Interest rates payable for unarranged overdrafts on 30 September 2020 Refused payment fee on 30 September 2020
All Products 0% 0% £0
We do not offer current accounts. ​ ​ ​

 

Information about overdraft pricing in the period between 1 July 2020 and 30 September 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 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1955 NA NA 916 NA 0.30%
02 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1987 NA 1825 868 NA 0.72%
03 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1899 NA 2865 840 NA 2.16%
04 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1833 NA NA 850 NA 0.85%
05 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1805 NA NA 810 NA 0.35%
06 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 2027 NA 3190 828 NA 0.48%
07 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 2002 NA 1596 870 NA 0.84%
08 July 2020 97.10% 0.00% 100.00% 2.90% 100.00% 0.00% 2024 NA 3033 992 NA 0.62%
09 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1950 NA 2188 840 NA 0.92%
10 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1921 NA 2481 857 NA 0.32%
11 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1703 NA 2148 851 NA 0.51%
12 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1668 NA 2316 835 NA 0.34%
13 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1956 NA 2262 892 NA 0.53%
14 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 2589 NA 1733 980 NA 0.25%
15 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1968 NA 2039 1041 NA 0.65%
16 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1884 NA 1182 1003 1093 0.57%
17 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1894 NA 2164 1062 NA 0.49%
18 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1793 NA 1816 1040 NA 0.35%
19 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1747 NA 1249 1001 NA 0.49%
20 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 2077 NA 2906 1009 NA 1.06%
21 July 2020 98.53% 0.00% 100.00% 1.47% 100.00% 0.00% 1910 NA 1645 982 NA 1.23%
22 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1923 NA 2198 1006 NA 0.47%
23 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1932 NA 2487 998 NA 0.14%
24 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1889 NA NA 1040 NA 0.79%
25 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1824 NA NA 938 NA 0.00%
26 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1745 NA 1481 926 NA 0.82%
27 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 2232 NA 2714 887 NA 0.24%
28 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1988 NA 1695 841 NA 0.46%
29 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1922 NA 1894 815 NA 0.82%
30 July 2020 100.00% 0.00% 95.83% 0.00% 100.00% 4.17% 1942 NA 1838 889 NA 0.48%
31 July 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1920 NA 1899 850 NA 0.57%
01 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1849 NA 2024 801 NA 1.23%
02 August 2020 96.01% 0.00% 100.00% 3.99% 100.00% 0.00% 1738 NA 1445 803 NA 0.82%
03 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 2364 NA 2464 813 NA 2.23%
04 August 2020 97.44% 0.00% 100.00% 2.56% 100.00% 0.00% 2090 NA 1795 824 NA 0.47%
05 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 2297 NA 1628 1456 NA 0.70%
06 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1948 NA 1764 785 NA 1.24%
07 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1875 NA 2312 825 NA 0.29%
08 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1742 NA 1408 807 NA 0.71%
09 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1741 NA 2075 781 NA 0.10%
10 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1923 NA 1768 811 NA 1.06%
11 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1933 NA 4759 946 NA 0.58%
12 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1886 NA 1501 909 NA 1.00%
13 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1916 NA 2547 787 NA 1.82%
14 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1979 NA 1865 789 NA 0.93%
15 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1801 NA 1094 860 NA 1.34%
16 August 2020 91.94% 0.00% 100.00% 8.06% 100.00% 0.00% 1760 NA 2103 804 NA 2.86%
17 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 2035 NA 1262 977 NA 1.33%
18 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1986 NA 2025 1104 NA 0.78%
19 August 2020 97.80% 0.00% 100.00% 2.20% 100.00% 0.00% 2275 NA 1475 1066 NA 3.40%
20 August 2020 97.80% 0.00% 91.67% 2.20% 100.00% 8.33% 1890 NA 1593 1091 NA 0.57%
21 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1975 NA 1799 1157 NA 0.39%
22 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1764 NA 1263 1112 NA 0.57%
23 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1754 NA 1500 1065 NA 0.00%
24 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1979 NA 3654 1160 NA 0.59%
25 August 2020 91.21% 0.00% 100.00% 8.79% 100.00% 0.00% 2054 NA 2641 1142 NA 0.19%
26 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1982 NA 1883 1099 NA 0.62%
27 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 2017 NA 2188 1088 NA 0.55%
28 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 2057 NA 983 1145 NA 2.07%
29 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1779 NA 2932 1140 NA 0.43%
30 August 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1712 NA 2426 1074 NA 0.43%
31 August 2020 99.93% 0.00% 100.00% 0.07% 100.00% 0.00% 1795 NA 2117 1104 NA 0.47%
01 September 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 2109 NA 2779 1125 NA 0.00%
02 September 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 2048 NA 16542 918 NA 0.33%
03 September 2020 99.63% 0.00% 100.00% 0.37% 100.00% 0.00% 1976 NA 2058 913 NA 0.52%
04 September 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1925 NA 2869 894 NA 1.81%
05 September 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1814 NA 1510 866 NA 0.54%
06 September 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1804 NA 8476 885 NA 0.98%
07 September 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1945 NA 2304 912 NA 1.06%
08 September 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1910 NA 1552 895 NA 0.43%
09 September 2020 100.00% 0.00% 100.00% 0.00% 100.00% 0.00% 1929 NA 1436 870 NA 1.62%
10 September 2020 95.29% 0.00% 100.00% 4.71% 100.00% 0.00% 1901 NA 1499 916 NA 4.40%
11 September 2020 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1955 3425 1222 788 NA 1.10%
12 September 2020 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1868 3242 1268 863 NA 0.60%
13 September 2020 71.74% 95.62% 68.75% 28.26% 4.38% 31.25% 1899 3329 1230 846 NA 30.75%
14 September 2020 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2000 2978 1253 855 NA 1.90%
15 September 2020 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1927 3390 1311 772 NA 1.36%
16 September 2020 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1941 3185 1228 791 NA 0.98%
17 September 2020 99.28% 100.00% 100.00% 0.72% 0.00% 0.00% 1915 3389 1372 821 NA 2.03%
18 September 2020 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1927 3376 1359 818 NA 0.87%
19 September 2020 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1814 3094 1256 756 NA 0.91%
20 September 2020 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1789 3369 1321 748 NA 0.60%
21 September 2020 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1976 3419 1249 771 NA 0.79%
22 September 2020 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1930 3593 1224 740 NA 1.15%
23 September 2020 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2085 3373 1209 757 NA 0.68%
24 September 2020 99.38% 100.00% 100.00% 0.62% 0.00% 0.00% 2016 3366 1306 775 NA 0.90%
25 September 2020 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2092 3290 1298 718 NA 1.30%
26 September 2020 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1861 3438 1348 720 NA 0.44%
27 September 2020 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 1782 3535 1324 719 NA 0.28%
28 September 2020 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2142 3307 1529 766 NA 0.58%
29 September 2020 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2034 3431 1380 744 NA 0.40%
30 September 2020 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2352 3250 1367 746 NA 0.41%
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.