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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.

 

 

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