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 April 2024 and 30 June 2024 In the 12 months between 1 July 2023 and 30 June 2024
Total number of incidents reported 0 4
Incidents affecting telephone banking 0 1
Incidents affecting mobile banking 0 2
Incidents affecting internet banking 0 4

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 complaints 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 2024 Annual Interest rates payable for unarranged overdrafts on 30 June 2024 Refused payment fee on 30 June 2024
All Products 0% 0% £0
We do not offer current accounts.

Information about overdraft pricing in the period between 1 April 2024 and 30 June 2024

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 2024 100.00% 100.00% 0.00% 0.00% 1565 2232 1216 NA 0.00%
02 April 2024 100.00% 100.00% 0.00% 0.00% 1786 2358 1139 NA 0.00%
03 April 2024 100.00% 100.00% 0.00% 0.00% 1517 2421 1111 NA 0.00%
04 April 2024 100.00% 100.00% 0.00% 0.00% 1660 2350 1160 NA 1.25%
05 April 2024 100.00% 100.00% 0.00% 0.00% 1848 2293 1215 NA 0.00%
06 April 2024 100.00% 100.00% 0.00% 0.00% 1624 2219 1208 NA 0.00%
07 April 2024 100.00% 100.00% 0.00% 0.00% 1879 2406 1038 NA 21.52%
08 April 2024 100.00% 100.00% 0.00% 0.00% 1676 2315 1095 NA 0.00%
09 April 2024 100.00% 100.00% 0.00% 0.00% 1636 2369 1106 NA 1.04%
10 April 2024 100.00% 100.00% 0.00% 0.00% 1504 2483 1056 NA 0.00%
11 April 2024 100.00% 100.00% 0.00% 0.00% 1634 2468 1166 NA 0.00%
12 April 2024 100.00% 100.00% 0.00% 0.00% 1655 2788 1173 NA 0.00%
13 April 2024 100.00% 100.00% 0.00% 0.00% 1660 NA 1116 NA 0.00%
14 April 2024 100.00% 100.00% 0.00% 0.00% 1698 NA 2055 NA 0.00%
15 April 2024 100.00% 100.00% 0.00% 0.00% 1667 2295 1291 NA 0.76%
16 April 2024 100.00% 100.00% 0.00% 0.00% 1637 2591 1042 NA 0.00%
17 April 2024 100.00% 100.00% 0.00% 0.00% 1622 2302 1346 NA 0.00%
18 April 2024 100.00% 100.00% 0.00% 0.00% 1812 2562 1229 NA 0.00%
19 April 2024 100.00% 100.00% 0.00% 0.00% 1908 2834 1035 NA 0.00%
20 April 2024 100.00% 100.00% 0.00% 0.00% 1981 2425 1046 NA 0.00%
21 April 2024 100.00% 100.00% 0.00% 0.00% 1618 NA NA NA 0.00%
22 April 2024 100.00% 100.00% 0.00% 0.00% 1581 2230 1044 NA 0.00%
23 April 2024 100.00% 100.00% 0.00% 0.00% 1702 2597 1076 NA 0.00%
24 April 2024 100.00% 100.00% 0.00% 0.00% 1807 2326 1156 NA 0.00%
25 April 2024 100.00% 100.00% 0.00% 0.00% 1821 2498 1065 NA 0.00%
26 April 2024 100.00% 100.00% 0.00% 0.00% 1705 2314 1117 NA 0.00%
27 April 2024 100.00% 100.00% 0.00% 0.00% 1607 NA 1047 NA 0.00%
28 April 2024 81.91% 100.00% 18.09% 0.00% 1559 NA 1514 NA 0.00%
29 April 2024 100.00% 100.00% 0.00% 0.00% 1604 2648 1094 NA 0.00%
30 April 2024 100.00% 100.00% 0.00% 0.00% 1551 2068 1105 NA 0.00%
01 May 2024 100.00% 100.00% 0.00% 0.00% 1476 2467 1361 NA 0.00%
02 May 2024 100.00% 100.00% 0.00% 0.00% 1648 2447 1002 NA 2.04%
03 May 2024 100.00% 100.00% 0.00% 0.00% 1549 3012 1143 NA 0.00%
04 May 2024 100.00% 100.00% 0.00% 0.00% 1374 NA 1064 NA 0.00%
05 May 2024 100.00% 100.00% 0.00% 0.00% 1354 NA 1310 NA 0.00%
06 May 2024 100.00% 100.00% 0.00% 0.00% 1544 2265 1059 NA 0.00%
07 May 2024 100.00% 100.00% 0.00% 0.00% 1745 2191 1537 NA 0.00%
08 May 2024 100.00% 100.00% 0.00% 0.00% 1890 2370 1011 NA 0.00%
09 May 2024 100.00% 100.00% 0.00% 0.00% 1952 2052 1025 NA 0.00%
10 May 2024 100.00% 100.00% 0.00% 0.00% 1802 2308 1072 NA 0.00%
11 May 2024 100.00% 100.00% 0.00% 0.00% 1881 NA NA NA 0.00%
12 May 2024 100.00% 100.00% 0.00% 0.00% 2063 NA NA NA 0.00%
13 May 2024 100.00% 100.00% 0.00% 0.00% 1593 2045 1345 NA 0.00%
14 May 2024 100.00% 100.00% 0.00% 0.00% 1784 2235 1163 NA 0.00%
15 May 2024 100.00% 100.00% 0.00% 0.00% 1697 2344 1146 NA 0.00%
16 May 2024 100.00% 100.00% 0.00% 0.00% 2821 4495 1298 NA 0.00%
17 May 2024 100.00% 100.00% 0.00% 0.00% 1590 2421 962 NA 0.00%
18 May 2024 100.00% 100.00% 0.00% 0.00% 1975 NA 1048 NA 0.00%
19 May 2024 100.00% 100.00% 0.00% 0.00% 1739 NA 864 NA 0.00%
20 May 2024 100.00% 100.00% 0.00% 0.00% 2056 2272 1056 NA 0.00%
21 May 2024 100.00% 100.00% 0.00% 0.00% 1839 2584 1109 NA 0.00%
22 May 2024 100.00% 100.00% 0.00% 0.00% 1516 2192 1262 NA 0.00%
23 May 2024 100.00% 100.00% 0.00% 0.00% 1775 2436 1091 NA 0.00%
24 May 2024 100.00% 100.00% 0.00% 0.00% 1946 2426 971 NA 0.00%
25 May 2024 100.00% 100.00% 0.00% 0.00% 1816 NA 1714 NA 0.00%
26 May 2024 100.00% 100.00% 0.00% 0.00% 1975 2657 994 NA 1.49%
27 May 2024 100.00% 100.00% 0.00% 0.00% 1845 2928 1066 NA 0.00%
28 May 2024 100.00% 100.00% 0.00% 0.00% 1731 2528 1044 NA 0.00%
29 May 2024 100.00% 100.00% 0.00% 0.00% 1710 2344 1037 NA 0.00%
30 May 2024 100.00% 100.00% 0.00% 0.00% 1818 2265 1046 NA 0.00%
31 May 2024 100.00% 100.00% 0.00% 0.00% 1649 2927 1036 NA 0.00%
01 June 2024 100.00% 100.00% 0.00% 0.00% 1638 NA 1198 NA 0.00%
02 June 2024 100.00% 100.00% 0.00% 0.00% 1698 1923 1573 NA 0.00%
03 June 2024 100.00% 100.00% 0.00% 0.00% 1549 2499 1770 NA 2.70%
04 June 2024 100.00% 100.00% 0.00% 0.00% 1508 2318 2251 NA 0.00%
05 June 2024 100.00% 100.00% 0.00% 0.00% 1659 2558 993 NA 0.00%
06 June 2024 100.00% 100.00% 0.00% 0.00% 1579 2372 1069 NA 0.00%
07 June 2024 100.00% 100.00% 0.00% 0.00% 1699 2795 1257 NA 0.00%
08 June 2024 100.00% 100.00% 0.00% 0.00% 1693 2813 1970 NA 0.00%
09 June 2024 100.00% 100.00% 0.00% 0.00% 1579 1907 1258 NA 0.00%
10 June 2024 100.00% 100.00% 0.00% 0.00% 1656 2695 1088 NA 0.00%
11 June 2024 100.00% 100.00% 0.00% 0.00% 1683 2474 2292 NA 0.00%
12 June 2024 100.00% 100.00% 0.00% 0.00% 1686 2399 1118 NA 0.00%
13 June 2024 100.00% 100.00% 0.00% 0.00% 1629 2503 1084 NA 0.00%
14 June 2024 100.00% 100.00% 0.00% 0.00% 1886 2814 1204 NA 0.00%
15 June 2024 100.00% 100.00% 0.00% 0.00% 1736 2315 1954 NA 0.00%
16 June 2024 100.00% 100.00% 0.00% 0.00% 1989 1965 1862 NA 2.94%
17 June 2024 100.00% 100.00% 0.00% 0.00% 1702 3717 1187 NA 0.00%
18 June 2024 100.00% 100.00% 0.00% 0.00% 1762 2326 1066 NA 0.00%
19 June 2024 100.00% 100.00% 0.00% 0.00% 1726 2238 1053 NA 0.00%
20 June 2024 100.00% 100.00% 0.00% 0.00% 1840 2111 1057 NA 0.00%
21 June 2024 100.00% 100.00% 0.00% 0.00% 1774 2932 1074 NA 0.00%
22 June 2024 100.00% 100.00% 0.00% 0.00% 1809 2215 1968 NA 0.00%
23 June 2024 100.00% 100.00% 0.00% 0.00% 1728 2347 1914 NA 0.00%
24 June 2024 100.00% 100.00% 0.00% 0.00% 1717 2982 1114 NA 0.00%
25 June 2024 100.00% 100.00% 0.00% 0.00% 1797 2319 1200 NA 0.00%
26 June 2024 100.00% 100.00% 0.00% 0.00% 1888 2358 1075 NA 0.00%
27 June 2024 100.00% 100.00% 0.00% 0.00% 3093 2287 1365 NA 0.00%
28 June 2024 100.00% 100.00% 0.00% 0.00% 2075 2128 1164 NA 0.00%
29 June 2024 100.00% 100.00% 0.00% 0.00% 1948 2186 1676 NA 0.00%
30 June 2024 100.00% 100.00% 0.00% 0.00% 2015 2325 1465 NA 0.00%
Please note: due to system issues between 1 January and 11 March some 'average response' data is missing.