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 January 2021 and 31 March 2021 In the 12 months between 1 April 2020 and 31 March 2021
Total number of incidents reported 0 2
Incidents affecting telephone banking 0 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 31 March 2021 Annual Interest rates payable for unarranged overdrafts on 31 March 2021 Refused payment fee on 31 March 2021
All Products 0% 0% £0
We do not offer current accounts. ​ ​ ​

 

Information about overdraft pricing in the period between 1 January 2021 and 31 March 2021

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 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 950 2327 1475 703 NA 0.68%
02 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 950 2363 1539 695 NA 0.62%
03 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 943 2320 1506 683 NA 0.84%
04 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1056 2481 1870 851 NA 0.99%
05 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1014 2349 1594 731 NA 0.80%
06 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1003 2321 1554 703 NA 0.86%
07 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 977 2278 1506 737 NA 0.53%
08 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1423 2360 1491 674 NA 0.95%
09 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 933 2280 1549 742 NA 0.59%
10 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 962 2293 1479 696 NA 0.51%
11 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 997 2282 1473 704 NA 0.63%
12 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1005 1960 1515 715 NA 0.71%
13 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 984 809 1559 750 NA 0.58%
14 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 994 791 1492 687 1809 0.53%
15 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 995 791 1522 724 NA 0.63%
16 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 954 819 1606 733 NA 0.61%
17 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 939 852 1476 685 NA 0.66%
18 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1034 809 1487 731 NA 0.40%
19 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 987 817 1523 693 NA 0.87%
20 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 994 907 1568 722 NA 0.61%
21 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 976 840 1543 726 NA 0.48%
22 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1016 1629 1569 701 NA 0.92%
23 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 927 2221 1497 714 NA 0.69%
24 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 928 2257 1560 709 NA 0.57%
25 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1036 2250 1578 780 NA 0.63%
26 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1017 2264 1660 788 NA 1.18%
27 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 997 2282 1628 770 NA 0.70%
28 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1037 2221 1779 832 NA 0.30%
29 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1019 2235 1630 767 NA 0.58%
30 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 956 2266 1394 692 NA 0.44%
31 January 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 918 2289 1377 715 NA 0.43%
01 February 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1034 2510 1546 743 NA 0.42%
02 February 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 960 2259 1473 724 NA 0.44%
03 February 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 969 2298 1492 750 NA 0.45%
04 February 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 956 2414 1543 749 NA 0.24%
05 February 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 979 2332 1464 732 NA 0.55%
06 February 2021 0.00% 100% 100.00% 0.00% 0% 0.00% 902 3167 1310 667 NA 0.64%
07 February 2021 0.00% 100% 100.00% 0.00% 0% 0.00% 902 2371 1306 676 NA 0.37%
08 February 2021 0.00% 100% 100.00% 0.00% 0% 0.00% 1004 2339 1469 751 NA 0.52%
09 February 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 990 2224 1627 783 NA 0.68%
10 February 2021 98.17% 100% 100.00% 1.83% 0% 0.00% 1034 2324 1466 757 NA 0.58%
11 February 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 959 2294 1489 783 NA 8.34%
12 February 2021 98.54% 100% 100.00% 1.46% 0% 0.00% 972 2228 1582 821 NA 27.83%
13 February 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 893 2288 1407 752 NA 28.65%
14 February 2021 96.35% 100% 100.00% 3.65% 0% 0.00% 1287 2259 1409 742 NA 28.47%
15 February 2021 96.73% 100% 100.00% 3.27% 0% 0.00% 978 2352 1532 759 NA 25.50%
16 February 2021 92.03% 100% 100.00% 7.97% 0% 0.00% 982 2301 1439 779 NA 24.89%
17 February 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 986 2255 1435 804 NA 13.52%
18 February 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1016 2337 1403 805 NA 1.31%
19 February 2021 98.18% 100% 100.00% 1.82% 0% 0.00% 1055 2314 1427 766 NA 0.85%
20 February 2021 99.56% 100% 100.00% 0.44% 0% 0.00% 949 2217 1506 789 NA 2.95%
21 February 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 919 2377 1829 855 NA 0.51%
22 February 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1113 2492 1901 896 NA 0.87%
23 February 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1202 2328 1948 888 NA 1.12%
24 February 2021 99.64% 100% 100.00% 0.36% 0% 0.00% 1014 1374 1802 891 NA 1.02%
25 February 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 997 809 1815 914 NA 0.90%
26 February 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1038 1798 1837 895 NA 1.28%
27 February 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 966 2346 1788 832 NA 0.60%
28 February 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 927 2287 1834 814 NA 1.22%
01 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 998 2371 1843 878 NA 0.55%
02 March 2021 99.83% 100% 100.00% 0.17% 0% 0.00% 1011 2430 1877 887 NA 0.90%
03 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 955 2316 2202 876 NA 1.95%
04 March 2021 99.79% 100% 100.00% 0.21% 0% 0.00% 966 2328 2181 901 NA 2.93%
05 March 2021 99.91% 100% 100.00% 0.09% 0% 0.00% 1068 2369 1942 834 NA 2.03%
06 March 2021 82.61% 100% 83.33% 17.39% 0% 16.67% 898 2357 1914 854 NA 1.17%
07 March 2021 100.00% 100% 87.50% 0.00% 0% 12.50% 875 2352 1976 854 NA 0.62%
08 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1001 2333 2222 950 NA 0.30%
09 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1311 2417 1919 881 NA 0.40%
10 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1034 2409 1828 812 NA 0.69%
11 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 959 2336 1708 820 NA 0.45%
12 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 972 2292 1720 831 NA 0.85%
13 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 893 2309 1701 796 NA 0.46%
14 March 2021 89.39% 100% 100.00% 10.61% 0% 0.00% 871 2233 1635 815 NA 0.62%
15 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 983 2209 1700 800 NA 0.61%
16 March 2021 99.89% 100% 100.00% 0.14% 0% 0.00% 974 2274 1757 843 NA 0.59%
17 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 966 2304 1939 799 NA 0.67%
18 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1009 2228 1923 841 NA 0.47%
19 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 998 2338 1843 834 NA 0.77%
20 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 957 2488 1890 809 NA 0.52%
21 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 907 2525 1984 818 NA 0.46%
22 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 972 2588 1869 813 NA 0.55%
23 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 992 2482 1760 819 NA 0.61%
24 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1003 1828 1717 809 NA 0.85%
25 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1039 1717 1617 791 NA 0.32%
26 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1093 2526 1667 824 NA 0.94%
27 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 969 2540 1559 760 NA 0.35%
28 March 2021 99.64% 100% 100.00% 0.36% 0% 0.00% 967 2480 1550 737 NA 0.61%
29 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1095 2525 1562 795 NA 0.33%
30 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1030 2585 1582 787 NA 0.53%
31 March 2021 100.00% 100% 100.00% 0.00% 0% 0.00% 1084 2502 1542 757 NA 0.44%
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.