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 April 2020 and 30 June 2020 In the 12 months between 1 July 2019 and 30 June 2020
Total number of incidents reported 1 3
Incidents affecting telephone banking 1 1
Incidents affecting mobile banking 0 0
Incidents affecting internet banking 1 2

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 2020 Annual Interest rates payable for unarranged overdrafts on 30 June 2020 Refused payment fee on 30 June 2020
All Products 0% 0% £0
We do not offer current accounts. ​ ​ ​

 

Information about overdraft pricing in the period between 1 April 2020 and 30 June 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 (%) 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 April 2020 96.36% 100.00% 3.64% 0.00% 2874 NA 909 NA 0.00%
02 April 2020 98.55% 100.00% 1.45% 0.00% 2490 NA 929 NA 0.75%
03 April 2020 100.00% 100.00% 0.00% 0.00% 3449 NA 909 NA 0.30%
04 April 2020 100.00% 100.00% 0.00% 0.00% 2996 NA 957 NA 0.62%
05 April 2020 100.00% 100.00% 0.00% 0.00% 2383 NA 960 NA 1.77%
06 April 2020 97.83% 100.00% 2.17% 0.00% 2617 NA 1009 NA 0.31%
07 April 2020 98.55% 100.00% 1.45% 0.00% 2127 NA 985 NA 0.00%
08 April 2020 99.27% 100.00% 0.73% 0.00% 2133 NA 1057 NA 0.31%
09 April 2020 100.00% 100.00% 0.00% 0.00% 2000 2654 1004 NA 0.28%
10 April 2020 100.00% 100.00% 0.00% 0.00% 2668 NA 975 NA 1.25%
11 April 2020 100.00% 100.00% 0.00% 0.00% 2484 NA 984 NA 0.89%
12 April 2020 100.00% 100.00% 0.00% 0.00% 2229 NA 967 NA 0.00%
13 April 2020 100.00% 100.00% 0.00% 0.00% 2968 NA 1005 NA 0.63%
14 April 2020 100.00% 100.00% 0.00% 0.00% 4281 3461 1006 NA 0.92%
15 April 2020 99.27% 100.00% 0.73% 0.00% 2130 4165 1067 NA 0.00%
16 April 2020 95.65% 100.00% 4.35% 0.00% 2006 NA 1009 NA 1.67%
17 April 2020 100.00% 100.00% 0.00% 0.00% 2165 2273 1010 NA 0.73%
18 April 2020 100.00% 100.00% 0.00% 0.00% 1953 NA 1090 NA 0.00%
19 April 2020 100.00% 100.00% 0.00% 0.00% 1723 NA 1184 NA 0.75%
20 April 2020 100.00% 100.00% 0.00% 0.00% 2117 1760 1107 NA 1.31%
21 April 2020 94.55% 100.00% 5.45% 0.00% 4486 2827 1047 NA 0.30%
22 April 2020 100.00% 100.00% 0.00% 0.00% 1927 2062 1436 NA 1.96%
23 April 2020 97.45% 100.00% 2.55% 0.00% 3350 NA 1004 NA 0.00%
24 April 2020 100.00% 100.00% 0.00% 0.00% 2038 NA 864 NA 0.47%
25 April 2020 100.00% 100.00% 0.00% 0.00% 1838 NA 868 NA 0.68%
26 April 2020 100.00% 100.00% 0.00% 0.00% 1870 NA 862 NA 3.56%
27 April 2020 100.00% 100.00% 0.00% 0.00% 2119 NA 914 NA 0.86%
28 April 2020 100.00% 100.00% 0.00% 0.00% 2336 2703 894 NA 1.33%
29 April 2020 100.00% 100.00% 0.00% 0.00% 2161 3371 1035 NA 0.20%
30 April 2020 78.39% 91.67% 21.61% 8.33% 2585 2449 889 NA 6.34%
01 May 2020 66.30% 100.00% 33.70% 0.00% 30486 2268 871 NA 0.39%
02 May 2020 100.00% 100.00% 0.00% 0.00% 2189 2031 977 NA 0.81%
03 May 2020 100.00% 100.00% 0.00% 0.00% 1839 1996 1070 NA 0.70%
04 May 2020 100.00% 100.00% 0.00% 0.00% 3289 2273 1019 NA 3.14%
05 May 2020 100.00% 100.00% 0.00% 0.00% 2320 2374 1016 NA 0.17%
06 May 2020 100.00% 100.00% 0.00% 0.00% 2079 2352 1044 NA 0.16%
07 May 2020 80.95% 79.17% 19.05% 20.83% 3272 2636 1268 NA 25.30%
08 May 2020 100.00% 100.00% 0.00% 0.00% 1847 2258 1212 NA 0.68%
09 May 2020 100.00% 100.00% 0.00% 0.00% 1746 2037 1062 NA 0.49%
10 May 2020 100.00% 100.00% 0.00% 0.00% 1830 2303 937 NA 1.11%
11 May 2020 100.00% 100.00% 0.00% 0.00% 2632 2562 1018 NA 0.97%
12 May 2020 100.00% 100.00% 0.00% 0.00% 2082 2305 929 NA 1.32%
13 May 2020 99.28% 100.00% 0.72% 0.00% 2147 2351 969 NA 0.37%
14 May 2020 96.70% 100.00% 3.30% 0.00% 2067 2481 1007 NA 0.91%
15 May 2020 100.00% 100.00% 0.00% 0.00% 2162 2571 979 NA 0.72%
16 May 2020 91.30% 91.67% 8.70% 8.33% 1887 1915 978 NA 0.17%
17 May 2020 60.87% 58.33% 39.13% 41.67% 1813 2142 953 NA 0.46%
18 May 2020 100.00% 100.00% 0.00% 0.00% 2133 2373 1140 NA 2.36%
19 May 2020 100.00% 100.00% 0.00% 0.00% 1996 2490 1030 NA 0.49%
20 May 2020 100.00% 100.00% 0.00% 0.00% 2004 2418 1002 NA 1.50%
21 May 2020 100.00% 100.00% 0.00% 0.00% 2016 2653 909 NA 0.95%
22 May 2020 100.00% 100.00% 0.00% 0.00% 2287 2440 938 NA 0.48%
23 May 2020 100.00% 100.00% 0.00% 0.00% 1876 2315 1107 NA 0.33%
24 May 2020 100.00% 100.00% 0.00% 0.00% 1720 2293 1045 NA 0.84%
25 May 2020 91.94% 100.00% 8.06% 0.00% 1736 2294 965 NA 0.00%
26 May 2020 98.18% 100.00% 1.82% 0.00% 2076 2286 1000 NA 0.63%
27 May 2020 100.00% 100.00% 0.00% 0.00% 2051 2118 949 NA 0.60%
28 May 2020 100.00% 100.00% 0.00% 0.00% 2125 2478 1098 NA 0.40%
29 May 2020 100.00% 100.00% 0.00% 0.00% 2185 2638 1080 NA 0.61%
30 May 2020 100.00% 100.00% 0.00% 0.00% 1795 2187 1243 NA 1.10%
31 May 2020 100.00% 100.00% 0.00% 0.00% 1738 2080 1481 NA 1.42%
01 June 2020 100.00% 100.00% 0.00% 0.00% 2912 2561 1376 NA 0.68%
02 June 2020 100.00% 100.00% 0.00% 0.00% 2199 2544 1390 NA 1.98%
03 June 2020 100.00% 100.00% 0.00% 0.00% 2593 2491 1328 NA 1.80%
04 June 2020 97.82% 100.00% 2.18% 0.00% 2298 2471 1120 NA 3.35%
05 June 2020 100.00% 100.00% 0.00% 0.00% 2257 2647 931 NA 0.82%
06 June 2020 100.00% 100.00% 0.00% 0.00% 1894 2517 865 NA 0.31%
07 June 2020 100.00% 100.00% 0.00% 0.00% 1744 1944 799 NA 0.44%
08 June 2020 98.17% 100.00% 1.83% 0.00% 2076 2778 856 NA 0.15%
09 June 2020 100.00% 100.00% 0.00% 0.00% 1890 2718 859 NA 0.92%
10 June 2020 99.28% 100.00% 0.72% 0.00% 2066 2760 871 NA 1.35%
11 June 2020 100.00% 100.00% 0.00% 0.00% 2012 2248 956 NA 0.52%
12 June 2020 100.00% 100.00% 0.00% 0.00% 1990 3194 1050 NA 0.78%
13 June 2020 100.00% 100.00% 0.00% 0.00% 1737 2310 894 NA 0.52%
14 June 2020 100.00% 100.00% 0.00% 0.00% 1717 1948 852 NA 0.26%
15 June 2020 100.00% 100.00% 0.00% 0.00% 1943 2677 884 NA 0.17%
16 June 2020 100.00% 100.00% 0.00% 0.00% 1945 2371 959 NA 1.09%
17 June 2020 99.28% 100.00% 0.72% 0.00% 1983 NA 898 NA 0.22%
18 June 2020 100.00% 100.00% 0.00% 0.00% 2112 2773 936 NA 0.15%
19 June 2020 100.00% 100.00% 0.00% 0.00% 2002 2365 923 NA 1.21%
20 June 2020 100.00% 100.00% 0.00% 0.00% 1723 NA 875 NA 0.75%
21 June 2020 100.00% 100.00% 0.00% 0.00% 1701 NA 992 NA 0.23%
22 June 2020 100.00% 100.00% 0.00% 0.00% 1980 NA 925 NA 0.63%
23 June 2020 97.82% 100.00% 2.18% 0.00% 1881 NA 861 NA 2.59%
24 June 2020 98.55% 100.00% 1.45% 0.00% 1876 NA 859 NA 2.12%
25 June 2020 100.00% 100.00% 0.00% 0.00% 1907 NA 840 NA 1.34%
26 June 2020 86.96% 100.00% 13.04% 0.00% 2024 NA 823 NA 0.79%
27 June 2020 95.65% 83.33% 4.35% 16.67% 1883 NA 820 NA 2.28%
28 June 2020 100.00% 91.67% 0.00% 8.33% 1792 NA 815 NA 0.64%
29 June 2020 100.00% 100.00% 0.00% 0.00% 2230 NA 870 NA 0.63%
30 June 2020 98.55% 100.00% 1.45% 0.00% 2220 NA 930 NA 0.87%
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.