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†† 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 January 2020 and 31 March 2020 In the 12 months between 1 April 2019 and 31 March 2020
Total number of incidents reported 0 4
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 January 2020 100.00% 100.00% 0.00% 0.00% 2901 NA 2134 NA 0.00%
02 January 2020 100.00% 100.00% 0.00% 0.00% 3144 1849 1560 NA 0.00%
03 January 2020 100.00% 100.00% 0.00% 0.00% 2866 1513 875 NA 0.00%
04 January 2020 100.00% 100.00% 0.00% 0.00% 3077 NA 898 NA 3.54%
05 January 2020 100.00% 100.00% 0.00% 0.00% 2695 NA 859 NA 3.26%
06 January 2020 100.00% 100.00% 0.00% 0.00% 4105 NA 885 NA 2.86%
07 January 2020 100.00% 100.00% 0.00% 0.00% 3423 NA 900 NA 3.04%
08 January 2020 100.00% 100.00% 0.00% 0.00% 3596 2736 858 NA 2.97%
09 January 2020 100.00% 100.00% 0.00% 0.00% 1865 NA 1045 NA 2.78%
10 January 2020 100.00% 100.00% 0.00% 0.00% 3480 NA 797 NA 2.85%
11 January 2020 100.00% 100.00% 0.00% 0.00% 2876 NA 810 NA 2.22%
12 January 2020 100.00% 100.00% 0.00% 0.00% 3183 NA 780 NA 3.30%
13 January 2020 100.00% 100.00% 0.00% 0.00% 3530 NA 916 NA 2.70%
14 January 2020 100.00% 100.00% 0.00% 0.00% 3273 NA 824 NA 4.90%
15 January 2020 100.00% 100.00% 0.00% 0.00% 2844 NA 996 NA 3.53%
16 January 2020 100.00% 100.00% 0.00% 0.00% 2925 NA 839 NA 2.25%
17 January 2020 100.00% 100.00% 0.00% 0.00% 2872 NA 946 NA 3.49%
18 January 2020 100.00% 100.00% 0.00% 0.00% 2536 NA 921 NA 3.21%
19 January 2020 100.00% 100.00% 0.00% 0.00% 2529 NA 943 NA 6.95%
20 January 2020 100.00% 100.00% 0.00% 0.00% 3397 2990 944 NA 2.72%
21 January 2020 100.00% 100.00% 0.00% 0.00% 2871 4066 800 NA 4.01%
22 January 2020 100.00% 100.00% 0.00% 0.00% 3008 NA 812 NA 4.55%
23 January 2020 96.32% 100.00% 3.68% 0.00% 2892 NA 793 NA 5.06%
24 January 2020 97.83% 100.00% 2.17% 0.00% 3014 NA 791 NA 3.49%
25 January 2020 100.00% 91.67% 0.00% 8.33% 2564 NA 794 NA 4.75%
26 January 2020 68.61% 70.83% 31.39% 29.17% 3010 NA 953 NA 25.06%
27 January 2020 100.00% 100.00% 0.00% 0.00% 4009 2278 783 NA 4.27%
28 January 2020 100.00% 100.00% 0.00% 0.00% 3120 NA 918 NA 6.46%
29 January 2020 100.00% 100.00% 0.00% 0.00% 2852 2637 869 NA 4.40%
30 January 2020 100.00% 100.00% 0.00% 0.00% 2885 NA 1075 NA 5.41%
31 January 2020 91.97% 100.00% 8.03% 0.00% 3211 2404 1331 NA 19.21%
01 February 2020 100.00% 75.00% 0.00% 25.00% 2874 2178 957 1500 37.30%
02 February 2020 100.00% 83.33% 0.00% 16.67% 2490 808 818 NA 4.49%
03 February 2020 100.00% 100.00% 0.00% 0.00% 3449 NA 886 NA 6.98%
04 February 2020 100.00% 100.00% 0.00% 0.00% 2819 2691 895 NA 6.74%
05 February 2020 100.00% 100.00% 0.00% 0.00% 2565 NA 839 NA 4.66%
06 February 2020 100.00% 100.00% 0.00% 0.00% 2576 NA 809 NA 5.58%
07 February 2020 100.00% 100.00% 0.00% 0.00% 2513 NA 901 NA 5.35%
08 February 2020 100.00% 100.00% 0.00% 0.00% 2219 NA 816 NA 5.84%
09 February 2020 100.00% 100.00% 0.00% 0.00% 2323 NA 798 NA 5.59%
10 February 2020 100.00% 100.00% 0.00% 0.00% 2759 2590 928 NA 5.88%
11 February 2020 100.00% 100.00% 0.00% 0.00% 2543 NA 1453 NA 6.67%
12 February 2020 100.00% 100.00% 0.00% 0.00% 2433 2367 1411 NA 6.94%
13 February 2020 100.00% 100.00% 0.00% 0.00% 2319 NA 1014 NA 7.48%
14 February 2020 100.00% 100.00% 0.00% 0.00% 2588 NA 877 NA 7.51%
15 February 2020 100.00% 100.00% 0.00% 0.00% 2515 NA 980 NA 8.03%
16 February 2020 100.00% 100.00% 0.00% 0.00% 2164 NA 803 NA 9.68%
17 February 2020 100.00% 100.00% 0.00% 0.00% 2801 2144 876 1516 11.31%
18 February 2020 100.00% 100.00% 0.00% 0.00% 2518 NA 1099 NA 1.03%
19 February 2020 100.00% 100.00% 0.00% 0.00% 2441 NA 1052 NA 8.69%
20 February 2020 100.00% 100.00% 0.00% 0.00% 2508 NA 924 NA 3.96%
21 February 2020 100.00% 100.00% 0.00% 0.00% 2502 NA 1068 NA 7.59%
22 February 2020 100.00% 100.00% 0.00% 0.00% 2216 NA 1051 NA 4.12%
23 February 2020 100.00% 100.00% 0.00% 0.00% 2018 NA 1067 NA 7.86%
24 February 2020 100.00% 100.00% 0.00% 0.00% 2790 NA 1158 NA 2.85%
25 February 2020 100.00% 100.00% 0.00% 0.00% 2496 NA 1103 NA 8.55%
26 February 2020 100.00% 100.00% 0.00% 0.00% 2486 NA 1033 NA 4.51%
27 February 2020 100.00% 100.00% 0.00% 0.00% 2927 NA 902 NA 5.63%
28 February 2020 100.00% 100.00% 0.00% 0.00% 3390 NA 859 NA 10.69%
29 February 2020 100.00% 100.00% 0.00% 0.00% 2903 NA 814 NA 11.70%
01 March 2020 100.00% 75.00% 0.00% 25.00% 2874 NA 810 NA 10.64%
02 March 2020 100.00% 100.00% 0.00% 0.00% 2490 NA 838 NA 10.57%
03 March 2020 99.28% 100.00% 0.72% 0.00% 3449 NA 875 NA 11.67%
04 March 2020 100.00% 100.00% 0.00% 0.00% 2819 2166 846 NA 10.18%
05 March 2020 100.00% 100.00% 0.00% 0.00% 2565 NA 910 NA 10.41%
06 March 2020 100.00% 100.00% 0.00% 0.00% 2576 NA 899 NA 9.89%
07 March 2020 100.00% 100.00% 0.00% 0.00% 2513 NA 859 NA 10.43%
08 March 2020 100.00% 100.00% 0.00% 0.00% 2219 NA 859 NA 9.93%
09 March 2020 100.00% 100.00% 0.00% 0.00% 2323 NA 935 NA 8.08%
10 March 2020 100.00% 100.00% 0.00% 0.00% 2759 NA 1135 NA 8.90%
11 March 2020 100.00% 100.00% 0.00% 0.00% 2543 2944 943 NA 10.25%
12 March 2020 97.06% 100.00% 2.94% 0.00% 2433 NA 876 NA 7.59%
13 March 2020 100.00% 100.00% 0.00% 0.00% 2319 NA 844 NA 11.01%
14 March 2020 71.01% 54.17% 28.99% 45.83% 2588 NA 835 NA 40.54%
15 March 2020 72.66% 45.83% 27.34% 54.17% 2515 NA 1103 NA 45.40%
16 March 2020 100.00% 100.00% 0.00% 0.00% 2164 NA 964 NA 11.65%
17 March 2020 100.00% 100.00% 0.00% 0.00% 2801 NA 855 NA 12.50%
18 March 2020 100.00% 100.00% 0.00% 0.00% 2518 NA 886 NA 14.02%
19 March 2020 93.09% 100.00% 6.91% 0.00% 2441 NA 833 NA 7.89%
20 March 2020 97.10% 100.00% 2.90% 0.00% 2508 NA 904 NA 12.55%
21 March 2020 97.45% 100.00% 2.55% 0.00% 2502 NA 821 NA 11.22%
22 March 2020 100.00% 100.00% 0.00% 0.00% 2216 NA 850 NA 6.76%
23 March 2020 100.00% 100.00% 0.00% 0.00% 2018 NA 859 NA 8.14%
24 March 2020 97.83% 100.00% 2.17% 0.00% 2790 NA 854 NA 4.09%
25 March 2020 97.83% 100.00% 2.17% 0.00% 2496 NA 896 NA 10.97%
26 March 2020 100.00% 100.00% 0.00% 0.00% 2486 NA 880 NA 6.90%
27 March 2020 100.00% 100.00% 0.00% 0.00% 2927 NA 929 NA 6.40%
28 March 2020 100.00% 100.00% 0.00% 0.00% 2927 NA 887 NA 6.11%
29 March 2020 100.00% 100.00% 0.00% 0.00% 2927 NA 990 NA 6.62%
30 March 2020 78.99% 100.00% 21.01% 0.00% 3390 NA 959 NA 6.44%
31 March 2020 100.00% 100.00% 0.00% 0.00% 2903 NA 1281 NA 1.64%
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.