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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 8:00 – 20:00 Mon-Fri
9:00 – 13:00 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 8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
Not possible† Not possible
Sending money outside the UK No 8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
Not possible† Not possible
Paying in a cheque No 8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
Not possible† Not possible
Cancelling a cheque No 8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
Not possible† Not possible
Cash withdrawal in a foreign currency outside the UK No 8:00 – 20:00 Mon-Fri
9:00 – 13:00 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 8:00 – 20:00 Mon-Fri
9:00 – 13:00 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 8:00 – 20:00 Mon-Fri
9:00 – 13:00 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 8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
Not possible† Not possible
Problems using internet banking or mobile banking No 8:00 – 20:00 Mon-Fri
9:00 – 13:00 on Sat
Closed Sunday and Bank and Public Holidays
Not possible† Not possible
Reporting a suspected fraudulent incident or transaction No 8:00 – 20:00 Mon-Fri
9:00 – 13:00 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 8:00 – 20:00 Mon-Fri
9:00 – 13:00 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 8:00 – 20:00 Mon-Fri
9:00 – 13:00 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.

 

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 October 2019 and 31 December 2019 In the 12 months between 1 January 2019 and 31 December 2019
Total number of incidents reported 1 6
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

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.
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 October 2019 100.00% 99.67% 0.00% 0.33% 1149 NA 1112 NA 0.00%
02 October 2019 100.00% 100.00% 0.00% 0.00% 1450 NA 1497 NA 0.00%
03 October 2019 100.00% 100.00% 0.00% 0.00% 1333 NA 950 NA 0.00%
04 October 2019 100.00% 100.00% 0.00% 0.00% 1220 NA 1182 NA 0.00%
05 October 2019 100.00% 100.00% 0.00% 0.00% 1167 NA NA NA 0.00%
06 October 2019 100.00% 100.00% 0.00% 0.00% 1190 NA NA NA 0.00%
07 October 2019 100.00% 100.00% 0.00% 0.00% 1407 NA NA NA 0.00%
08 October 2019 100.00% 100.00% 0.00% 0.00% 1298 1412 1282 NA 0.00%
09 October 2019 100.00% 100.00% 0.00% 0.00% 1347 NA 1344 NA 0.00%
10 October 2019 97.81% 99.29% 2.19% 0.71% 1314 NA 3297 NA 4.69%
11 October 2019 100.00% 100.00% 0.00% 0.00% 1277 NA 1159 NA 0.00%
12 October 2019 100.00% 100.00% 0.00% 0.00% 1277 NA NA NA 0.00%
13 October 2019 100.00% 100.00% 0.00% 0.00% 1306 NA 1914 NA 0.00%
14 October 2019 100.00% 100.00% 0.00% 0.00% 1329 NA 2241 NA 0.00%
15 October 2019 100.00% 99.29% 0.00% 0.71% 1459 NA 1088 NA 0.00%
16 October 2019 99.27% 100.00% 0.73% 0.00% 1259 NA 2287 NA 0.00%
17 October 2019 100.00% 100.00% 0.00% 0.00% 1286 NA 1556 NA 0.00%
18 October 2019 100.00% 99.29% 0.00% 0.71% 1275 NA 2374 NA 0.00%
19 October 2019 100.00% 100.00% 0.00% 0.00% 1220 NA NA NA 0.00%
20 October 2019 97.77% 100.00% 2.23% 0.00% 1391 NA NA NA 0.00%
21 October 2019 100.00% 99.67% 0.00% 0.33% 1428 NA 2834 NA 0.00%
22 October 2019 100.00% 100.00% 0.00% 0.00% 1454 NA 1479 NA 0.00%
23 October 2019 99.27% 100.00% 0.73% 0.00% 1394 NA 1476 NA 0.00%
24 October 2019 98.55% 100.00% 1.45% 0.00% 1410 NA 1455 NA 0.00%
25 October 2019 100.00% 98.62% 0.00% 1.38% 1387 NA 1780 NA 0.00%
26 October 2019 100.00% 100.00% 0.00% 0.00% 1367 NA 1504 NA 0.00%
27 October 2019 100.00% 95.83% 0.00% 4.17% 1402 NA NA NA 0.00%
28 October 2019 100.00% 100.00% 0.00% 0.00% 1395 NA 2683 NA 0.00%
29 October 2019 100.00% 100.00% 0.00% 0.00% 1428 NA 2842 NA 0.00%
30 October 2019 99.28% 100.00% 0.72% 0.00% 1419 NA 943 NA 0.00%
31 October 2019 100.00% 100.00% 0.00% 0.00% 1369 NA 880 NA 0.00%
01 November 2019 98.55% 100.00% 1.45% 0.00% 1501 NA 503 NA 0.00%
02 November 2019 100.00% 100.00% 0.00% 0.00% 1574 NA 1492 NA 0.00%
03 November 2019 100.00% 100.00% 0.00% 0.00% 1329 NA 3721 NA 0.00%
04 November 2019 100.00% 100.00% 0.00% 0.00% 1416 NA 2289 NA 0.00%
05 November 2019 100.00% 100.00% 0.00% 0.00% 1448 NA 1803 NA 0.00%
06 November 2019 100.00% 100.00% 0.00% 0.00% 1386 NA 1313 NA 0.00%
07 November 2019 100.00% 100.00% 0.00% 0.00% 1408 NA 927 NA 0.00%
08 November 2019 99.28% 100.00% 0.72% 0.00% 1431 NA 1994 NA 0.00%
09 November 2019 87.67% 100.00% 12.33% 0.00% 1328 NA 2234 NA 0.00%
10 November 2019 52.17% 66.67% 47.83% 33.33% 1346 NA 2128 NA 0.00%
11 November 2019 100.00% 100.00% 0.00% 0.00% 1465 NA 2190 NA 0.00%
12 November 2019 100.00% 100.00% 0.00% 0.00% 1604 NA 3463 NA 0.00%
13 November 2019 100.00% 100.00% 0.00% 0.00% 2535 NA 1154 NA 0.00%
14 November 2019 100.00% 100.00% 0.00% 0.00% 1463 NA 1251 NA 0.00%
15 November 2019 100.00% 100.00% 0.00% 0.00% 1458 NA 2604 NA 0.00%
16 November 2019 100.00% 100.00% 0.00% 0.00% 1504 NA 1710 NA 0.00%
17 November 2019 100.00% 100.00% 0.00% 0.00% 1396 NA 2590 NA 0.00%
18 November 2019 100.00% 100.00% 0.00% 0.00% 1424 NA 2211 NA 0.00%
19 November 2019 100.00% 100.00% 0.00% 0.00% 1456 NA 1740 NA 0.00%
20 November 2019 100.00% 100.00% 0.00% 0.00% 1433 NA 3554 NA 0.00%
21 November 2019 100.00% 100.00% 0.00% 0.00% 1418 NA 1778 NA 0.00%
22 November 2019 100.00% 100.00% 0.00% 0.00% 1420 NA 3374 NA 0.00%
23 November 2019 100.00% 100.00% 0.00% 0.00% 1341 NA 2288 NA 0.00%
24 November 2019 100.00% 100.00% 0.00% 0.00% 1393 NA 1332 NA 0.00%
25 November 2019 100.00% 100.00% 0.00% 0.00% 1413 NA 2695 NA 0.00%
26 November 2019 100.00% 100.00% 0.00% 0.00% 1470 NA 1169 NA 0.00%
27 November 2019 100.00% 100.00% 0.00% 0.00% 1382 NA 1140 NA 0.00%
28 November 2019 100.00% 100.00% 0.00% 0.00% 1451 NA 1047 NA 0.00%
29 November 2019 100.00% 100.00% 0.00% 0.00% 1386 NA 1601 NA 0.00%
30 November 2019 100.00% 100.00% 0.00% 0.00% 1403 NA 1398 NA 0.00%
01 December 2019 100.00% 100.00% 0.00% 0.00% 1384 NA 2353 NA 0.00%
02 December 2019 100.00% 100.00% 0.00% 0.00% 1508 NA 2577 NA 0.00%
03 December 2019 100.00% 100.00% 0.00% 0.00% 1429 NA 3572 NA 0.00%
04 December 2019 100.00% 100.00% 0.00% 0.00% 1422 NA 1559 NA 0.00%
05 December 2019 100.00% 100.00% 0.00% 0.00% 1504 NA 1142 NA 0.00%
06 December 2019 100.00% 100.00% 0.00% 0.00% 1657 NA 3722 NA 0.00%
07 December 2019 100.00% 100.00% 0.00% 0.00% 1345 NA 1246 NA 0.00%
08 December 2019 100.00% 100.00% 0.00% 0.00% 1551 NA 5986 NA 0.00%
09 December 2019 100.00% 100.00% 0.00% 0.00% 1621 NA 2196 NA 0.00%
10 December 2019 100.00% 100.00% 0.00% 0.00% 1592 NA 1822 NA 0.00%
11 December 2019 100.00% 100.00% 0.00% 0.00% 1749 NA 1202 NA 0.00%
12 December 2019 100.00% 100.00% 0.00% 0.00% 1566 NA 1136 NA 0.00%
13 December 2019 100.00% 100.00% 0.00% 0.00% 1639 NA 1352 NA 14.29%
14 December 2019 99.28% 100.00% 0.72% 0.00% 1659 NA 1371 NA 0.00%
15 December 2019 100.00% 100.00% 0.00% 0.00% 1639 NA 1079 NA 0.00%
16 December 2019 100.00% 100.00% 0.00% 0.00% 1784 NA 1114 NA 0.00%
17 December 2019 100.00% 100.00% 0.00% 0.00% 1763 NA 1340 NA 0.00%
18 December 2019 100.00% 100.00% 0.00% 0.00% 1731 NA 735 NA 0.00%
19 December 2019 100.00% 100.00% 0.00% 0.00% 1560 NA 1092 NA 0.00%
20 December 2019 100.00% 100.00% 0.00% 0.00% 1612 NA 3788 NA 0.00%
21 December 2019 100.00% 100.00% 0.00% 0.00% 1601 NA 2310 NA 1.29%
22 December 2019 100.00% 100.00% 0.00% 0.00% 1575 NA 1324 NA 0.00%
23 December 2019 100.00% 100.00% 0.00% 0.00% 1704 NA 1221 NA 0.00%
24 December 2019 100.00% 100.00% 0.00% 0.00% 1599 NA 1029 NA 0.66%
25 December 2019 100.00% 100.00% 0.00% 0.00% 1578 NA 1216 NA 0.66%
26 December 2019 100.00% 100.00% 0.00% 0.00% 1683 NA 915 NA 0.00%
27 December 2019 100.00% 100.00% 0.00% 0.00% 1563 NA 1829 NA 0.00%
28 December 2019 100.00% 100.00% 0.00% 0.00% 1740 NA 2310 NA 0.66%
29 December 2019 100.00% 100.00% 0.00% 0.00% 1786 NA 1327 NA 0.00%
30 December 2019 100.00% 100.00% 0.00% 0.00% 1569 NA 1790 NA 3.31%
31 December 2019 100.00% 100.00% 0.00% 0.00% 1683 NA 1823 NA 0.00%