Our personal payment accounts are:

  • CBS Offset – payment account version not available to new customers.

Please note, we don’t currently have any payment accounts on sale.

How and when you can contact us to ask about the following things:

 

  24 hour help? Telephone Internet banking** Mobile banking***
Contact details   0345 744 6622*    
Checking the balance and accessing a transaction history No

9am - 5pm: Mon to 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 to Fri
9am - 1pm: Sat

Closed Sunday and Bank and Public Holidays

Not possible† Not possible
Sending money outside the UK No

9am - 5pm: Mon to Fri
9am - 1pm: Sat

Closed Sunday and Bank and Public Holidays

Not possible† Not possible
Paying in a cheque No

9am - 5pm: Mon to Fri
9am - 1pm: Sat

Closed Sunday and Bank and Public Holidays

Not possible† Not possible
Cancelling a cheque No

9am - 5pm: Mon to 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 to 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 to 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 to 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 to 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 to 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 to 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 to 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 to 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.

 

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 744 6622*
24 hours
23 hours†† 23 hours††
Accessing a transaction history 0345 744 6622*
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.
 

* 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 03:00 – 04:00 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 2023 and 30 September 2023 In the 12 months between 1 October 2022 and 30 September 2023
Total number of incidents reported 2 4
Incidents affecting telephone banking 1 1
Incidents affecting mobile banking 2 3
Incidents affecting internet banking 2 3

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 2023 Annual Interest rates payable for unarranged overdrafts on 30 September 2023 Refused payment fee on 30 September 2023
All Products 0% 0% £0
We do not offer current accounts.

Information about overdraft pricing in the period between 1 July 2023 and 30 September 2023

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 July 2023 100.00% 100.00% 0.00% 0.00% 1313 2410 1313 NA 0.00%
02 July 2023 100.00% 100.00% 0.00% 0.00% 1382 2434 1594 NA 0.00%
03 July 2023 100.00% 98.00% 0.00% 2.00% 2520 2752 1861 NA 0.00%
04 July 2023 100.00% 100.00% 0.00% 0.00% 1159 2796 1274 NA 0.00%
05 July 2023 100.00% 100.00% 0.00% 0.00% 1161 2763 1473 NA 0.00%
06 July 2023 100.00% 100.00% 0.00% 0.00% 1165 2618 1266 NA 0.00%
07 July 2023 100.00% 100.00% 0.00% 0.00% 1175 2714 1241 NA 0.00%
08 July 2023 100.00% 100.00% 0.00% 0.00% 1114 2233 1332 NA 0.00%
09 July 2023 100.00% 100.00% 0.00% 0.00% 1170 2489 1578 NA 0.00%
10 July 2023 100.00% 100.00% 0.00% 0.00% 1196 2927 1141 NA 0.00%
11 July 2023 100.00% 100.00% 0.00% 0.00% 1134 2987 1168 NA 0.00%
12 July 2023 100.00% 100.00% 0.00% 0.00% 1156 2688 1106 NA 0.88%
13 July 2023 100.00% 100.00% 0.00% 0.00% 1130 2687 1195 NA 0.00%
14 July 2023 100.00% 100.00% 0.00% 0.00% 1280 4285 1348 NA 0.00%
15 July 2023 100.00% 100.00% 0.00% 0.00% 1432 2267 1431 NA 4.55%
16 July 2023 100.00% 100.00% 0.00% 0.00% 1078 2377 1550 NA 0.00%
17 July 2023 100.00% 100.00% 0.00% 0.00% 1114 2797 1244 NA 0.00%
18 July 2023 100.00% 100.00% 0.00% 0.00% 1287 2865 1189 NA 0.00%
19 July 2023 100.00% 100.00% 0.00% 0.00% 1225 2460 1384 NA 0.00%
20 July 2023 100.00% 100.00% 0.00% 0.00% 1216 2502 1106 NA 0.00%
21 July 2023 100.00% 100.00% 0.00% 0.00% 1278 6122 1359 NA 0.00%
22 July 2023 100.00% 100.00% 0.00% 0.00% 1182 2530 1384 NA 0.00%
23 July 2023 92.03% 100.00% 7.97% 0.00% 3125 2349 1554 NA 6.25%
24 July 2023 100.00% 100.00% 0.00% 0.00% 1227 2586 1183 NA 1.35%
25 July 2023 99.00% 99.00% 1.00% 1.00% 1101 4437 1127 NA 3.39%
26 July 2023 100.00% 100.00% 0.00% 0.00% 1192 2882 1599 NA 0.00%
27 July 2023 100.00% 100.00% 0.00% 0.00% 1707 2571 1150 NA 0.00%
28 July 2023 100.00% 100.00% 0.00% 0.00% 1184 2489 1400 NA 2.16%
29 July 2023 100.00% 100.00% 0.00% 0.00% 1126 2675 1230 NA 1.92%
30 July 2023 100.00% 100.00% 0.00% 0.00% 1938 2137 1410 NA 0.00%
31 July 2023 100.00% 100.00% 0.00% 0.00% 1182 2223 1111 NA 0.00%
01 August 2023 100.00% 100.00% 0.00% 0.00% 1355 2541 1141 NA 0.00%
02 August 2023 100.00% 100.00% 0.00% 0.00% 1264 2377 1126 NA 0.00%
03 August 2023 100.00% 100.00% 0.00% 0.00% 1224 2539 1071 NA 0.00%
04 August 2023 100.00% 100.00% 0.00% 0.00% 1271 2430 1124 NA 0.00%
05 August 2023 100.00% 100.00% 0.00% 0.00% 1101 2718 1208 NA 0.00%
06 August 2023 100.00% 100.00% 0.00% 0.00% 1189 2178 1100 NA 0.00%
07 August 2023 100.00% 100.00% 0.00% 0.00% 1335 2427 1168 NA 0.00%
08 August 2023 100.00% 100.00% 0.00% 0.00% 1119 2438 1141 NA 0.74%
09 August 2023 100.00% 100.00% 0.00% 0.00% 1121 2518 1479 NA 0.00%
10 August 2023 100.00% 100.00% 0.00% 0.00% 1120 2904 1125 NA 0.00%
11 August 2023 100.00% 100.00% 0.00% 0.00% 1244 2718 1276 NA 0.00%
12 August 2023 100.00% 100.00% 0.00% 0.00% 1141 2514 1144 NA 0.00%
13 August 2023 100.00% 100.00% 0.00% 0.00% 1182 2215 1108 NA 0.00%
14 August 2023 100.00% 100.00% 0.00% 0.00% 1035 2881 1100 NA 0.00%
15 August 2023 100.00% 100.00% 0.00% 0.00% 1229 2659 1196 NA 0.00%
16 August 2023 100.00% 100.00% 0.00% 0.00% 1230 2592 1154 NA 0.00%
17 August 2023 100.00% 100.00% 0.00% 0.00% 1250 2821 1174 NA 0.00%
18 August 2023 100.00% 100.00% 0.00% 0.00% 1214 2479 1181 NA 0.68%
19 August 2023 100.00% 100.00% 0.00% 0.00% 1171 2990 1179 NA 0.00%
20 August 2023 100.00% 100.00% 0.00% 0.00% 1127 2281 1248 NA 0.00%
21 August 2023 100.00% 100.00% 0.00% 0.00% 1177 2627 1153 NA 0.82%
22 August 2023 100.00% 100.00% 0.00% 0.00% 1200 3172 1175 NA 0.00%
23 August 2023 100.00% 100.00% 0.00% 0.00% 1078 2916 1079 NA 0.81%
24 August 2023 100.00% 100.00% 0.00% 0.00% 1214 2710 1166 NA 0.69%
25 August 2023 100.00% 100.00% 0.00% 0.00% 1206 2978 1247 NA 0.00%
26 August 2023 100.00% 100.00% 0.00% 0.00% 1156 2182 1132 NA 0.00%
27 August 2023 100.00% 100.00% 0.00% 0.00% 1274 2791 1031 NA 0.00%
28 August 2023 100.00% 100.00% 0.00% 0.00% 1298 2455 1064 NA 0.88%
29 August 2023 100.00% 100.00% 0.00% 0.00% 1317 2665 1148 NA 0.00%
30 August 2023 100.00% 100.00% 0.00% 0.00% 1252 2610 1050 NA 0.00%
31 August 2023 100.00% 100.00% 0.00% 0.00% 1199 2642 1061 NA 1.41%
01 September 2023 100.00% 100.00% 0.00% 0.00% 1238 2594 1177 NA 0.80%
02 September 2023 100.00% 100.00% 0.00% 0.00% 1226 2423 1149 NA 0.00%
03 September 2023 100.00% 100.00% 0.00% 0.00% 1172 2331 1044 NA 0.00%
04 September 2023 71.02% 100.00% 28.98% 0.00% 1321 3787 1330 NA 0.00%
05 September 2023 100.00% 100.00% 0.00% 0.00% 1117 2624 1238 NA 0.00%
06 September 2023 100.00% 100.00% 0.00% 0.00% 1244 2650 1529 NA 3.48%
07 September 2023 100.00% 100.00% 0.00% 0.00% 1234 4200 1224 NA 0.00%
08 September 2023 100.00% 100.00% 0.00% 0.00% 1280 3371 1143 NA 0.00%
09 September 2023 100.00% 100.00% 0.00% 0.00% 1182 2488 1112 NA 0.00%
10 September 2023 60.14% 100.00% 39.86% 0.00% 1085 2424 1112 NA 0.00%
11 September 2023 100.00% 100.00% 0.00% 0.00% 1189 2918 1140 NA 0.00%
12 September 2023 100.00% 100.00% 0.00% 0.00% 1085 3564 1266 NA 0.66%
13 September 2023 100.00% 100.00% 0.00% 0.00% 1158 3081 1255 NA 0.88%
14 September 2023 100.00% 100.00% 0.00% 0.00% 1186 2546 1310 NA 0.00%
15 September 2023 100.00% 100.00% 0.00% 0.00% 1182 2410 1217 NA 0.74%
16 September 2023 100.00% 100.00% 0.00% 0.00% 1271 2526 1171 NA 0.00%
17 September 2023 100.00% 100.00% 0.00% 0.00% 1122 2562 1162 NA 0.00%
18 September 2023 100.00% 100.00% 0.00% 0.00% 1141 2649 1156 NA 0.00%
19 September 2023 100.00% 100.00% 0.00% 0.00% 1266 2702 1245 NA 0.00%
20 September 2023 100.00% 100.00% 0.00% 0.00% 1353 3016 1262 NA 0.59%
21 September 2023 100.00% 100.00% 0.00% 0.00% 1297 1980 1249 NA 0.00%
22 September 2023 100.00% 100.00% 0.00% 0.00% 1141 2117 1090 NA 0.33%
23 September 2023 100.00% 100.00% 0.00% 0.00% 1181 1928 1073 NA 0.00%
24 September 2023 100.00% 100.00% 0.00% 0.00% 1092 2027 1290 NA 0.00%
25 September 2023 100.00% 100.00% 0.00% 0.00% 1190 2380 1094 NA 0.00%
26 September 2023 100.00% 100.00% 0.00% 0.00% 1465 2224 1121 NA 0.30%
27 September 2023 100.00% 100.00% 0.00% 0.00% 1260 2133 1122 NA 0.30%
28 September 2023 100.00% 100.00% 0.00% 0.00% 1419 2115 1122 NA 0.31%
29 September 2023 100.00% 100.00% 0.00% 0.00% 1205 2197 1119 NA 0.00%
30 September 2023 100.00% 100.00% 0.00% 0.00% 1260 2055 1272 NA 0.43%