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Help and Support

Information about payment account services

Our personal payment accounts are:

  • Cash Transactor Passbook
  • Cash Transactor Statement
  • CBS 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 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 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% 1688 NA 1400 NA 1.29%
02 January 2020 100.00% 100.00% 0.00% 0.00% 1634 NA 1669 NA 0.63%
03 January 2020 100.00% 100.00% 0.00% 0.00% 1600 NA 805 NA 1.54%
04 January 2020 100.00% 100.00% 0.00% 0.00% 1596 NA 747 NA 5.25%
05 January 2020 100.00% 100.00% 0.00% 0.00% 1861 NA 838 NA 6.49%
06 January 2020 100.00% 100.00% 0.00% 0.00% 1719 NA 754 NA 5.00%
07 January 2020 100.00% 100.00% 0.00% 0.00% 1637 NA 785 NA 5.25%
08 January 2020 100.00% 100.00% 0.00% 0.00% 1680 NA 751 NA 5.40%
09 January 2020 100.00% 100.00% 0.00% 0.00% 1634 NA 782 NA 3.67%
10 January 2020 100.00% 100.00% 0.00% 0.00% 1546 NA 880 NA 6.23%
11 January 2020 100.00% 100.00% 0.00% 0.00% 1698 NA 799 NA 4.50%
12 January 2020 100.00% 100.00% 0.00% 0.00% 1755 NA 812 NA 4.97%
13 January 2020 100.00% 100.00% 0.00% 0.00% 1632 NA 810 NA 4.92%
14 January 2020 100.00% 100.00% 0.00% 0.00% 1824 NA 779 NA 5.80%
15 January 2020 100.00% 100.00% 0.00% 0.00% 1643 NA 879 NA 4.67%
16 January 2020 100.00% 100.00% 0.00% 0.00% 1567 NA 763 NA 2.45%
17 January 2020 100.00% 100.00% 0.00% 0.00% 1623 NA 794 NA 5.02%
18 January 2020 100.00% 100.00% 0.00% 0.00% 1600 NA 784 NA 5.37%
19 January 2020 100.00% 100.00% 0.00% 0.00% 2931 NA 950 NA 6.82%
20 January 2020 100.00% 100.00% 0.00% 0.00% 1642 NA 985 NA 8.71%
21 January 2020 100.00% 100.00% 0.00% 0.00% 1897 NA 784 NA 5.57%
22 January 2020 100.00% 100.00% 0.00% 0.00% 1588 NA 808 NA 2.88%
23 January 2020 96.32% 100.00% 3.68% 0.00% 1599 NA 915 NA 3.14%
24 January 2020 97.83% 100.00% 2.17% 0.00% 1574 NA 862 NA 3.87%
25 January 2020 100.00% 91.67% 0.00% 8.33% 1602 NA 904 NA 3.67%
26 January 2020 63.50% 70.83% 36.50% 29.17% 1618 NA 1071 NA 28.18%
27 January 2020 100.00% 100.00% 0.00% 0.00% 1630 NA 910 NA 3.32%
28 January 2020 100.00% 100.00% 0.00% 0.00% 1760 NA 885 NA 2.33%
29 January 2020 100.00% 100.00% 0.00% 0.00% 1661 NA 913 NA 2.91%
30 January 2020 100.00% 100.00% 0.00% 0.00% 1642 NA 849 NA 2.29%
31 January 2020 91.97% 100.00% 8.03% 0.00% 1645 NA 1073 NA 23.18%
01 February 2020 100.00% 75.00% 0.00% 25.00% 1593 1228 959 NA 42.06%
02 February 2020 100.00% 83.33% 0.00% 16.67% 1569 NA 859 NA 3.96%
03 February 2020 100.00% 100.00% 0.00% 0.00% 1760 NA 873 NA 10.03%
04 February 2020 100.00% 100.00% 0.00% 0.00% 1742 NA 828 NA 6.60%
05 February 2020 100.00% 100.00% 0.00% 0.00% 1679 NA 759 NA 7.37%
06 February 2020 100.00% 100.00% 0.00% 0.00% 1697 NA 747 NA 7.28%
07 February 2020 100.00% 100.00% 0.00% 0.00% 1512 NA 910 NA 6.54%
08 February 2020 100.00% 100.00% 0.00% 0.00% 1658 NA 846 NA 8.71%
09 February 2020 100.00% 100.00% 0.00% 0.00% 1711 NA 783 NA 9.12%
10 February 2020 100.00% 100.00% 0.00% 0.00% 1718 NA 815 NA 9.06%
11 February 2020 100.00% 100.00% 0.00% 0.00% 1640 NA 843 NA 9.81%
12 February 2020 100.00% 100.00% 0.00% 0.00% 1492 NA 835 NA 11.75%
13 February 2020 100.00% 100.00% 0.00% 0.00% 1649 NA 834 NA 11.15%
14 February 2020 100.00% 100.00% 0.00% 0.00% 1782 NA 872 NA 10.06%
15 February 2020 100.00% 100.00% 0.00% 0.00% 1650 NA 864 NA 10.06%
16 February 2020 100.00% 100.00% 0.00% 0.00% 1506 NA 856 NA 11.25%
17 February 2020 100.00% 100.00% 0.00% 0.00% 1539 777 823 NA 16.75%
18 February 2020 100.00% 100.00% 0.00% 0.00% 1535 NA 836 NA 1.10%
19 February 2020 100.00% 100.00% 0.00% 0.00% 1598 NA 904 NA 8.87%
20 February 2020 100.00% 100.00% 0.00% 0.00% 1626 NA 867 NA 5.22%
21 February 2020 100.00% 100.00% 0.00% 0.00% 1640 NA 810 NA 10.43%
22 February 2020 100.00% 100.00% 0.00% 0.00% 1790 NA 864 NA 7.62%
23 February 2020 100.00% 100.00% 0.00% 0.00% 1539 NA 877 NA 11.93%
24 February 2020 100.00% 100.00% 0.00% 0.00% 1678 NA 929 NA 2.59%
25 February 2020 100.00% 100.00% 0.00% 0.00% 1578 NA 1190 NA 7.90%
26 February 2020 100.00% 100.00% 0.00% 0.00% 1713 NA 1022 NA 8.46%
27 February 2020 100.00% 100.00% 0.00% 0.00% 2079 NA 944 NA 4.66%
28 February 2020 100.00% 100.00% 0.00% 0.00% 2153 NA 843 NA 10.03%
29 February 2020 100.00% 100.00% 0.00% 0.00% 1941 NA 783 NA 8.52%
01 March 2020 100.00% 75.00% 0.00% 25.00% 1593 NA 781 NA 7.42%
02 March 2020 100.00% 100.00% 0.00% 0.00% 1569 NA 772 NA 6.82%
03 March 2020 98.53% 100.00% 1.47% 0.00% 1760 NA 934 NA 10.93%
04 March 2020 100.00% 100.00% 0.00% 0.00% 1742 NA 820 NA 8.78%
05 March 2020 100.00% 100.00% 0.00% 0.00% 1679 NA 894 NA 10.58%
06 March 2020 100.00% 100.00% 0.00% 0.00% 1697 NA 862 NA 10.10%
07 March 2020 100.00% 100.00% 0.00% 0.00% 1512 NA 759 NA 9.15%
08 March 2020 100.00% 100.00% 0.00% 0.00% 1658 NA 753 NA 8.20%
09 March 2020 100.00% 100.00% 0.00% 0.00% 1711 NA 772 NA 5.90%
10 March 2020 100.00% 100.00% 0.00% 0.00% 1718 NA 762 NA 5.25%
11 March 2020 100.00% 100.00% 0.00% 0.00% 1640 NA 1023 NA 8.19%
12 March 2020 97.10% 100.00% 2.90% 0.00% 1492 NA 975 NA 7.36%
13 March 2020 100.00% 100.00% 0.00% 0.00% 1649 NA 976 NA 8.75%
14 March 2020 70.50% 54.17% 29.50% 45.83% 1782 NA 893 NA 52.80%
15 March 2020 70.07% 45.83% 29.93% 54.17% 1650 NA 1117 NA 54.26%
16 March 2020 100.00% 100.00% 0.00% 0.00% 1506 NA 991 NA 9.06%
17 March 2020 100.00% 100.00% 0.00% 0.00% 1539 NA 990 NA 12.27%
18 March 2020 100.00% 100.00% 0.00% 0.00% 1535 NA 972 NA 8.14%
19 March 2020 92.70% 100.00% 7.30% 0.00% 1598 NA 822 NA 8.39%
20 March 2020 97.12% 100.00% 2.88% 0.00% 1626 NA 815 NA 11.01%
21 March 2020 97.81% 100.00% 2.19% 0.00% 1640 NA 792 NA 11.48%
22 March 2020 100.00% 100.00% 0.00% 0.00% 1790 NA 879 NA 5.65%
23 March 2020 100.00% 100.00% 0.00% 0.00% 1539 NA 821 NA 5.61%
24 March 2020 97.83% 100.00% 2.17% 0.00% 1678 NA 845 NA 7.21%
25 March 2020 100.00% 100.00% 0.00% 0.00% 1578 NA 852 NA 10.37%
26 March 2020 97.83% 100.00% 2.17% 0.00% 1713 NA 853 NA 8.81%
27 March 2020 100.00% 100.00% 0.00% 0.00% 1478 NA 875 NA 8.86%
28 March 2020 100.00% 100.00% 0.00% 0.00% 1790 NA 836 NA 8.55%
29 March 2020 100.00% 100.00% 0.00% 0.00% 2079 NA 925 NA 9.77%
30 March 2020 100.00% 100.00% 0.00% 0.00% 2153 NA 916 NA 9.90%
31 March 2020 100.00% 100.00% 0.00% 0.00% 1941 NA 1325 NA 10.00%
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.