Help and Support
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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 2018 and 31 December 2018 | In the 3 months between 1 January 2019 and 31 March 2019 | ||||
|---|---|---|---|---|---|
| Total number of incidents reported | 3 | 1 | |||
| Incidents affecting telephone banking | 0 | 0 | |||
| 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/ | |||||
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 March 2019 | 100.00% | NA | 0.00% | NA | NA | NA | NA | NA | NA |
| 02 March 2019 | 100.00% | NA | 0.00% | NA | NA | NA | NA | NA | NA |
| 03 March 2019 | 100.00% | NA | 0.00% | NA | NA | NA | NA | NA | NA |
| 04 March 2019 | 100.00% | NA | 0.00% | NA | NA | NA | NA | NA | NA |
| 05 March 2019 | 100.00% | NA | 0.00% | NA | NA | NA | NA | NA | NA |
| 06 March 2019 | 100.00% | NA | 0.00% | NA | NA | NA | NA | NA | NA |
| 07 March 2019 | 100.00% | NA | 0.00% | NA | NA | NA | NA | NA | NA |
| 08 March 2019 | 100.00% | NA | 0.00% | NA | NA | NA | NA | NA | NA |
| 09 March 2019 | 100.00% | NA | 0.00% | NA | NA | NA | NA | NA | NA |
| 10 March 2019 | 98.55% | NA | 1.45% | NA | NA | NA | NA | NA | NA |
| 11 March 2019 | 100.00% | NA | 0.00% | NA | NA | NA | NA | NA | NA |
| 12 March 2019 | 100.00% | NA | 0.00% | NA | NA | NA | NA | NA | NA |
| 13 March 2019 | 100.00% | NA | 0.00% | NA | NA | NA | NA | NA | NA |
| 14 March 2019 | 100.00% | NA | 0.00% | NA | NA | NA | NA | NA | NA |
| 15 March 2019 | 100.00% | NA | 0.00% | NA | 168.00 | NA | NA | NA | NA |
| 16 March 2019 | 100.00% | NA | 0.00% | NA | 143.00 | NA | NA | NA | NA |
| 17 March 2019 | 100.00% | NA | 0.00% | NA | 140.00 | NA | NA | NA | NA |
| 18 March 2019 | 100.00% | NA | 0.00% | NA | 160.00 | NA | NA | NA | NA |
| 19 March 2019 | 100.00% | NA | 0.00% | NA | 234.00 | NA | NA | NA | NA |
| 20 March 2019 | 99.28% | NA | 0.72% | NA | 161.00 | NA | NA | NA | NA |
| 21 March 2019 | 100.00% | NA | 0.00% | NA | 156.00 | NA | NA | NA | NA |
| 22 March 2019 | 100.00% | NA | 0.00% | NA | 164.00 | NA | NA | NA | NA |
| 23 March 2019 | 100.00% | 100.00% | 0.00% | 0.00% | 161.00 | 1119.00 | 1119.00 | NA | 12.50% |
| 24 March 2019 | 93.48% | 100.00% | 6.52% | 0.00% | 706.00 | NA | NA | NA | 0.00% |
| 25 March 2019 | 100.00% | 100.00% | 0.00% | 0.00% | 155.00 | 858.25 | 858.25 | NA | 0.00% |
| 26 March 2019 | 100.00% | 100.00% | 0.00% | 0.00% | 149.00 | NA | NA | NA | 0.00% |
| 27 March 2019 | 99.28% | 100.00% | 0.72% | 0.00% | 148.00 | NA | NA | NA | 0.00% |
| 28 March 2019 | 100.00% | 100.00% | 0.00% | 0.00% | 157.00 | NA | NA | NA | 0.00% |
| 29 March 2019 | 100.00% | 100.00% | 0.00% | 0.00% | 148.00 | NA | NA | NA | 0.00% |
| 30 March 2019 | 100.00% | 100.00% | 0.00% | 0.00% | 141.00 | NA | NA | NA | 0.00% |
| 31 March 2019 | 100.00% | 100.00% | 0.00% | 0.00% | 156.00 | NA | NA | 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.