The Bank of England announced on 2nd August 2018 that the current Bank base rate will increase from 0.50% to 0.75%. What does this mean for you?

Help and Support

Information about payment account services

Our personal payment accounts are:

Cash Transactor Passbook
Cash Transactor Statement

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

The Financial Conduct Authority requires us to publish the following information about our personal payment accounts.

	24 hour help?	Telephone	Internet banking**	Mobile banking***
How and when you can contact us to ask about the following things:
Contact details
Checking the balance and accessing a transaction history	No	0345 744 6622* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays
Sending money within the UK, including setting up a standing order	No	0345 744 6622* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays
Sending money outside the UK	No	0345 744 6622* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays
Paying in a cheque	No	0345 744 6622* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays
Cancelling a cheque	No	0345 744 6622* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays
Cash withdrawal in a foreign currency outside the UK	No	0345 744 6622* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds	No	0345 744 6622* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number	No	0345 744 6622* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays>	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays
Third party access to an account, for example under a power of attorney	No	0345 744 6622* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays
Problems using internet banking or mobile banking	No	0345 744 6622* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays
Reporting a suspected fraudulent incident or transaction	No	0345 744 6622* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays
Progress following an account suspension or card cancellation e.g following a fraud incident	No	0345 744 6622* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays
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	0345 744 6622* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays	0345 850 4041* 8:00 – 20:00 Mon-Fri 9:00 – 13:00 on Sat Closed Sunday and Bank and Public Holidays
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.

	Telephone banking	Internet banking**	Mobile banking***
How and when you can use your bank account to do the following things:
Checking the balance	0345 744 6622* 24 hours	24 hours	24 hours
Accessing a transaction history	0345 744 6622* 24 hours	24 hours	24 hours
Sending money within the UK	Not possible	24 hours	24 hours
Setting up a standing order	Not possible	24 hours	24 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.

** 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 or contact us on :

Online support

8am - 8pm: Mon to Fri
9am - 1pm: Sat

0345 850 4041^*

*** We don’t currently offer banking via an app. However, some of our online services are available in mobile view.

	In the 3 months between 1 April 2018 and 30 June 2018
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.
Total number of incidents reported	3
Incidents affecting telephone banking	1
Incidents affecting mobile banking	0
Incidents affecting internet banking	0

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/

Our personal payment accounts are:

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:

How and when you can use your bank account to do the following things:

Online support

Information about operational and security incidents

Complaints data