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 01 July 2019 and 30 September 2019 In the 12 months between 01 October 2018 and 30 September 2019
Total number of incidents reported 2 6
Incidents affecting telephone banking 0 0
Incidents affecting mobile banking 0 0
Incidents affecting internet banking 1 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 July 2019 100.00% 100.00% 0.00% 0.00% 189 NA 848.63 NA 0.00%
02 July 2019 100.00% 100.00% 0.00% 0.00% 145 NA 935.11 NA 0.00%
03 July 2019 100.00% 100.00% 0.00% 0.00% 155 NA 1299.00 NA 0.00%
04 July 2019 100.00% 100.00% 0.00% 0.00% 128 NA 1321.27 NA 0.00%
05 July 2019 100.00% 100.00% 0.00% 0.00% 139 NA 1917.33 NA 0.00%
06 July 2019 100.00% 100.00% 0.00% 0.00% 125 2966.33 1175.10 NA 22.22%
07 July 2019 100.00% 100.00% 0.00% 0.00% 122 NA NA NA 0.00%
08 July 2019 100.00% 100.00% 0.00% 0.00% 145 1753.08 1018.42 1453.00 4.17%
09 July 2019 100.00% 100.00% 0.00% 0.00% 140 NA 817.64 NA 4.00%
10 July 2019 100.00% 100.00% 0.00% 0.00% 142 NA 775.38 NA 2.90%
11 July 2019 100.00% 100.00% 0.00% 0.00% 133 NA 1193.65 NA 2.13%
12 July 2019 100.00% 100.00% 0.00% 0.00% 148 NA 984.14 NA 0.00%
13 July 2019 100.00% 100.00% 0.00% 0.00% 129 NA NA NA 0.00%
14 July 2019 100.00% 100.00% 0.00% 0.00% 123 NA NA NA 0.00%
15 July 2019 100.00% 100.00% 0.00% 0.00% 147 NA NA NA 0.00%
16 July 2019 100.00% 100.00% 0.00% 0.00% 141 NA 890.97 NA 3.77%
17 July 2019 100.00% 100.00% 0.00% 0.00% 137 NA 1006.85 NA 0.00%
18 July 2019 100.00% 100.00% 0.00% 0.00% 138 NA 1118.55 NA 1.10%
19 July 2019 100.00% 100.00% 0.00% 0.00% 142 NA 1132.74 NA 2.47%
20 July 2019 100.00% 100.00% 0.00% 0.00% 132 NA 1306.50 NA 0.00%
21 July 2019 100.00% 100.00% 0.00% 0.00% 120 NA 1671.50 NA 0.00%
22 July 2019 100.00% 100.00% 0.00% 0.00% 144 NA 887.91 NA 0.00%
23 July 2019 100.00% 100.00% 0.00% 0.00% 138 NA 815.44 NA 0.47%
24 July 2019 100.00% 100.00% 0.00% 0.00% 142 NA 1162.92 NA 0.00%
25 July 2019 100.00% 100.00% 0.00% 0.00% 145 NA 1257.17 NA 0.00%
26 July 2019 100.00% 100.00% 0.00% 0.00% 148 NA 902.71 NA 1.72%
27 July 2019 98.55% 100.00% 1.45% 0.00% 140 NA 920.61 NA 1.73%
28 July 2019 100.00% 100.00% 0.00% 0.00% 232 NA 902.85 NA 0.53%
29 July 2019 100.00% 100.00% 0.00% 0.00% 151 NA 1134.43 NA 0.79%
30 July 2019 100.00% 100.00% 0.00% 0.00% 149 NA 990.04 NA 1.16%
31 July 2019 100.00% 100.00% 0.00% 0.00% 161 NA 1164.78 NA 0.00%
01 August 2019 100.00% 100.00% 0.00% 0.00% 131 NA 1051.54 NA 0.61%
02 August 2019 100.00% 100.00% 0.00% 0.00% 137 NA 747.92 NA 0.67%
03 August 2019 100.00% 100.00% 0.00% 0.00% 130 NA 762.43 NA 0.77%
04 August 2019 100.00% 100.00% 0.00% 0.00% 132 NA 834.40 NA 1.44%
05 August 2019 100.00% 100.00% 0.00% 0.00% 157 NA 876.89 NA 0.74%
06 August 2019 100.00% 100.00% 0.00% 0.00% 144 NA 838.28 NA 1.83%
07 August 2019 100.00% 100.00% 0.00% 0.00% 145 NA 802.95 NA 0.00%
08 August 2019 100.00% 100.00% 0.00% 0.00% 145 NA 884.30 NA 0.00%
09 August 2019 100.00% 100.00% 0.00% 0.00% 142 NA 1080.67 NA 0.00%
10 August 2019 100.00% 100.00% 0.00% 0.00% 128 NA NA NA 0.00%
11 August 2019 100.00% 100.00% 0.00% 0.00% 118 NA NA NA 0.00%
12 August 2019 100.00% 100.00% 0.00% 0.00% 141 NA 2747.00 NA 0.00%
13 August 2019 100.00% 100.00% 0.00% 0.00% 150 NA 1140.80 NA 0.00%
14 August 2019 100.00% 100.00% 0.00% 0.00% 146 NA 1505.00 NA 0.00%
15 August 2019 100.00% 100.00% 0.00% 0.00% 148 NA 771.58 NA 0.00%
16 August 2019 100.00% 100.00% 0.00% 0.00% 155 NA 879.56 NA 0.00%
17 August 2019 100.00% 100.00% 0.00% 0.00% 130 NA 890.03 NA 3.14%
18 August 2019 100.00% 100.00% 0.00% 0.00% 125 NA 664.36 NA 0.00%
19 August 2019 100.00% 100.00% 0.00% 0.00% 145 NA 922.62 NA 0.00%
20 August 2019 100.00% 100.00% 0.00% 0.00% 139 NA 1163.13 NA 0.00%
21 August 2019 100.00% 100.00% 0.00% 0.00% 134 NA 724.06 NA 0.00%
22 August 2019 100.00% 100.00% 0.00% 0.00% 135 NA 878.86 NA 0.00%
23 August 2019 100.00% 100.00% 0.00% 0.00% 149 NA 909.95 NA 0.00%
24 August 2019 100.00% 100.00% 0.00% 0.00% 126 NA 1017.54 NA 1.23%
25 August 2019 100.00% 100.00% 0.00% 0.00% 238 NA 989.97 NA 0.40%
26 August 2019 100.00% 100.00% 0.00% 0.00% 125 NA 1021.30 NA 0.00%
27 August 2019 100.00% 100.00% 0.00% 0.00% 149 NA 1128.42 NA 0.37%
28 August 2019 97.19% 83.33% 2.81% 16.77% 146 NA 939.08 NA 0.00%
29 August 2019 98.56% 100.00% 1.44% 0.00% 140 NA 1061.89 NA 1.82%
30 August 2019 100.00% 100.00% 0.00% 0.00% 146 NA 839.94 NA 0.00%
31 August 2019 99.27% 100.00% 0.73% 0.00% 134 NA 755.06 NA 9.86%
01 September 2019 100.00% 100.00% 0.00% 0.00% 137 NA 812.04 NA 0.00%
02 September 2019 100.00% 100.00% 0.00% 0.00% 190 NA 1102.90 NA 10.58%
03 September 2019 100.00% 100.00% 0.00% 0.00% 177 NA 884.39 NA 1.15%
04 September 2019 100.00% 100.00% 0.00% 0.00% 185 NA NA NA 0.00%
05 September 2019 100.00% 100.00% 0.00% 0.00% 182 NA 1706.64 NA 0.00%
06 September 2019 100.00% 100.00% 0.00% 0.00% 186 NA 1326.37 NA 0.00%
07 September 2019 100.00% 100.00% 0.00% 0.00% 187 1868.00 954.89 2231.00 0.00%
08 September 2019 60.87% 66.67% 39.13% 33.33% 1931 NA 1517.52 NA 32.50%
09 September 2019 87.68% 100.00% 12.32% 0.00% 2021 NA 1307.17 NA 12.90%
10 September 2019 100.00% 99.29% 0.00% 0.71% - NA 2150.38 NA 13.04%
11 September 2019 100.00% 99.67% 0.00% 0.33% 1788 NA 839.00 NA 17.81%
12 September 2019 100.00% 99.29% 0.00% 0.71% 1769 NA 1068.77 NA 13.83%
13 September 2019 100.00% 99.67% 0.00% 0.33% 1479 NA 1404.00 NA 0.00%
14 September 2019 100.00% 100.00% 0.00% 0.00% 1386 NA 994.40 NA 34.29%
15 September 2019 100.00% 99.67% 0.00% 0.33% 1357 NA 937.23 NA 28.89%
16 September 2019 100.00% 99.67% 0.00% 0.33% 1541 NA 904.58 NA 30.00%
17 September 2019 100.00% 100.00% 0.00% 0.00% 1483 NA 924.69 NA 18.18%
18 September 2019 97.76% 94.79% 2.24% 5.21% 1467 NA 1114.19 NA 35.14%
19 September 2019 100.00% 99.29% 0.00% 0.71% 1486 NA 1003.95 NA 22.00%
20 September 2019 100.00% 99.67% 0.00% 0.33% 1473 NA 3471.57 NA 0.00%
21 September 2019 100.00% 99.29% 0.00% 0.71% 1384 NA 666.50 NA 0.00%
22 September 2019 100.00% 99.67% 0.00% 0.33% 1413 NA NA NA 0.00%
23 September 2019 100.00% 100.00% 0.00% 0.00% 1518 NA 1045.80 NA 0.00%
24 September 2019 100.00% 100.00% 0.00% 0.00% 1469 NA 1010.83 NA 5.26%
25 September 2019 100.00% 100.00% 0.00% 0.00% 1470 NA 884.17 NA 0.00%
26 September 2019 100.00% 100.00% 0.00% 0.00% 1445 NA 962.29 NA 0.00%
27 September 2019 100.00% 100.00% 0.00% 0.00% 1504 NA 1191.50 NA 0.00%
28 September 2019 100.00% 100.00% 0.00% 0.00% 1400 NA NA NA 0.00%
29 September 2019 100.00% 100.00% 0.00% 0.00% 1379 NA NA NA 0.00%
30 September 2019 100.00% 100.00% 0.00% 0.00% 1555 NA 1202.67 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.