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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 April 2020 and 30 June 2020 In the 12 months between 1 July 2019 and 30 June 2020
Total number of incidents reported 1 3
Incidents affecting telephone banking 1 1
Incidents affecting mobile banking 0 0
Incidents affecting internet banking 1 2

 

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 June 2020 Annual Interest rates payable for unarranged overdrafts on 30 June 2020 Refused payment fee on 30 June 2020
All Products 0% 0% £0
We do not offer current accounts. ​ ​ ​

 

Information about overdraft pricing in the period between 1 April 2020 and 30 June 2020

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 2020 100.00% 100.00% 0.00% 0.00% 2874 NA 857 NA 0.50%
02 April 2020 99.28% 100.00% 0.72% 0.00% 2490 NA 845 NA 1.73%
03 April 2020 100.00% 100.00% 0.00% 0.00% 3449 NA 959 NA 0.94%
04 April 2020 100.00% 100.00% 0.00% 0.00% 1810 NA 945 NA 5.50%
05 April 2020 100.00% 100.00% 0.00% 0.00% 1882 NA 881 NA 0.00%
06 April 2020 100.00% 100.00% 0.00% 0.00% 2091 NA 947 NA 0.00%
07 April 2020 100.00% 100.00% 0.00% 0.00% 1960 NA 882 NA 4.19%
08 April 2020 99.27% 100.00% 0.73% 0.00% 1918 NA 810 NA 0.00%
09 April 2020 100.00% 100.00% 0.00% 0.00% 1848 2520 785 NA 0.00%
10 April 2020 100.00% 100.00% 0.00% 0.00% 1845 NA 791 NA 0.97%
11 April 2020 100.00% 100.00% 0.00% 0.00% 1760 NA 747 NA 0.49%
12 April 2020 100.00% 100.00% 0.00% 0.00% 1825 NA 824 NA 1.42%
13 April 2020 100.00% 100.00% 0.00% 0.00% 1926 NA 891 NA 0.50%
14 April 2020 100.00% 100.00% 0.00% 0.00% 1899 NA 868 NA 4.39%
15 April 2020 100.00% 100.00% 0.00% 0.00% 2028 NA 925 NA 0.00%
16 April 2020 100.00% 100.00% 0.00% 0.00% 1963 NA 941 NA 1.29%
17 April 2020 100.00% 100.00% 0.00% 0.00% 1999 NA 900 NA 0.68%
18 April 2020 100.00% 100.00% 0.00% 0.00% 1920 NA 990 NA 1.38%
19 April 2020 100.00% 100.00% 0.00% 0.00% 1864 NA 1013 NA 0.67%
20 April 2020 100.00% 100.00% 0.00% 0.00% 2002 NA 907 NA 0.00%
21 April 2020 100.00% 100.00% 0.00% 0.00% 1922 NA 885 NA 0.00%
22 April 2020 100.00% 100.00% 0.00% 0.00% 1929 NA 884 NA 2.45%
23 April 2020 100.00% 100.00% 0.00% 0.00% 1949 2644 862 NA 0.41%
24 April 2020 100.00% 100.00% 0.00% 0.00% 2272 NA 802 NA 0.97%
25 April 2020 100.00% 100.00% 0.00% 0.00% 1733 NA 817 NA 0.65%
26 April 2020 100.00% 100.00% 0.00% 0.00% 2010 NA 819 NA 2.86%
27 April 2020 100.00% 100.00% 0.00% 0.00% 1928 NA 818 NA 1.55%
28 April 2020 100.00% 100.00% 0.00% 0.00% 2008 NA 841 NA 0.95%
29 April 2020 100.00% 100.00% 0.00% 0.00% 2000 NA 947 NA 0.00%
30 April 2020 86.13% 91.67% 13.87% 8.33% 2130 NA 808 NA 7.80%
01 May 2020 100.00% 100.00% 0.00% 0.00% 2515 NA 818 NA 0.00%
02 May 2020 100.00% 100.00% 0.00% 0.00% 1895 NA 801 NA 1.59%
03 May 2020 100.00% 100.00% 0.00% 0.00% 2087 NA 886 NA 0.94%
04 May 2020 100.00% 100.00% 0.00% 0.00% 2104 NA 839 NA 0.00%
05 May 2020 100.00% 100.00% 0.00% 0.00% 2140 NA 814 NA 0.32%
06 May 2020 100.00% 100.00% 0.00% 0.00% 2074 NA 772 NA 2.11%
07 May 2020 80.29% 79.17% 19.71% 20.83% 2107 NA 902 NA 32.23%
08 May 2020 100.00% 100.00% 0.00% 0.00% 2013 NA 788 NA 2.22%
09 May 2020 100.00% 100.00% 0.00% 0.00% 1952 NA 761 NA 0.95%
10 May 2020 100.00% 100.00% 0.00% 0.00% 1902 NA 823 NA 1.29%
11 May 2020 100.00% 100.00% 0.00% 0.00% 2041 NA 855 NA 0.95%
12 May 2020 100.00% 100.00% 0.00% 0.00% 1930 NA 865 NA 0.63%
13 May 2020 100.00% 100.00% 0.00% 0.00% 2289 NA 885 NA 2.45%
14 May 2020 96.35% 100.00% 3.65% 0.00% 2050 NA 907 NA 2.19%
15 May 2020 100.00% 100.00% 0.00% 0.00% 2192 NA 1025 NA 2.22%
16 May 2020 91.30% 91.67% 8.70% 8.33% 1994 NA 934 NA 1.08%
17 May 2020 60.87% 58.33% 39.13% 41.67% 1949 NA 989 NA 0.24%
18 May 2020 100.00% 100.00% 0.00% 0.00% 1940 NA 1000 NA 0.34%
19 May 2020 100.00% 100.00% 0.00% 0.00% 1961 NA 940 NA 0.00%
20 May 2020 100.00% 100.00% 0.00% 0.00% 1989 NA 849 NA 1.90%
21 May 2020 100.00% 100.00% 0.00% 0.00% 1952 NA 879 NA 0.48%
22 May 2020 100.00% 100.00% 0.00% 0.00% 2017 NA 904 NA 0.00%
23 May 2020 100.00% 100.00% 0.00% 0.00% 1876 NA 909 NA 0.00%
24 May 2020 100.00% 100.00% 0.00% 0.00% 2038 NA 891 NA 0.00%
25 May 2020 92.59% 100.00% 7.41% 0.00% 1904 1824 956 NA 0.34%
26 May 2020 99.27% 100.00% 0.73% 0.00% 2119 NA 857 NA 0.32%
27 May 2020 100.00% 100.00% 0.00% 0.00% 1990 NA 916 NA 0.92%
28 May 2020 100.00% 100.00% 0.00% 0.00% 1974 NA 862 NA 0.63%
29 May 2020 100.00% 100.00% 0.00% 0.00% 2070 NA 836 NA 0.32%
30 May 2020 100.00% 100.00% 0.00% 0.00% 1856 NA 851 NA 0.00%
31 May 2020 100.00% 100.00% 0.00% 0.00% 1838 NA 923 NA 0.00%
01 June 2020 100.00% 100.00% 0.00% 0.00% 2041 NA 957 NA 0.00%
02 June 2020 100.00% 100.00% 0.00% 0.00% 2016 2324 1003 NA 0.00%
03 June 2020 100.00% 100.00% 0.00% 0.00% 2127 NA 1659 NA 0.00%
04 June 2020 97.83% 100.00% 2.17% 0.00% 1974 NA 1237 NA 10.29%
05 June 2020 100.00% 100.00% 0.00% 0.00% 2075 NA 1036 NA 0.24%
06 June 2020 100.00% 100.00% 0.00% 0.00% 1847 NA 992 NA 0.98%
07 June 2020 100.00% 100.00% 0.00% 0.00% 1950 NA 1096 NA 1.44%
08 June 2020 98.83% 100.00% 1.17% 0.00% 1948 NA 1108 NA 0.00%
09 June 2020 100.00% 100.00% 0.00% 0.00% 1834 3064 1013 NA 2.74%
10 June 2020 100.00% 100.00% 0.00% 0.00% 1867 NA 1013 NA 0.00%
11 June 2020 100.00% 100.00% 0.00% 0.00% 1859 NA 932 NA 1.66%
12 June 2020 100.00% 100.00% 0.00% 0.00% 1887 NA 1055 NA 1.20%
13 June 2020 100.00% 100.00% 0.00% 0.00% 1906 NA 846 NA 1.20%
14 June 2020 100.00% 100.00% 0.00% 0.00% 1897 NA 840 NA 0.25%
15 June 2020 100.00% 100.00% 0.00% 0.00% 1918 NA 872 NA 0.72%
16 June 2020 100.00% 100.00% 0.00% 0.00% 1935 1196 886 NA 0.26%
17 June 2020 100.00% 100.00% 0.00% 0.00% 2003 NA 782 NA 0.65%
18 June 2020 100.00% 100.00% 0.00% 0.00% 1958 2589 888 NA 0.32%
19 June 2020 100.00% 100.00% 0.00% 0.00% 2018 2362 808 NA 1.23%
20 June 2020 100.00% 100.00% 0.00% 0.00% 1978 NA 794 NA 0.33%
21 June 2020 100.00% 100.00% 0.00% 0.00% 1864 NA 794 NA 0.00%
22 June 2020 100.00% 100.00% 0.00% 0.00% 1999 NA 862 NA 0.70%
23 June 2020 100.00% 100.00% 0.00% 0.00% 1871 NA 932 NA 4.13%
24 June 2020 100.00% 100.00% 0.00% 0.00% 2014 NA 775 NA 0.46%
25 June 2020 100.00% 100.00% 0.00% 0.00% 1945 NA 742 NA 4.85%
26 June 2020 86.96% 100.00% 13.04% 0.00% 2024 NA 755 NA 0.71%
27 June 2020 95.65% 83.33% 4.35% 16.67% 2003 NA 747 NA 1.83%
28 June 2020 100.00% 91.67% 0.00% 8.33% 1975 NA 765 NA 0.76%
29 June 2020 100.00% 100.00% 0.00% 0.00% 2133 NA 769 NA 0.52%
30 June 2020 98.55% 100.00% 1.45% 0.00% 2050 NA 820 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.

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