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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 – payment account version not available to new customers.

Please note, we don’t currently have any 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

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 2021 and 30 June 2021 In the 12 months between 1 July 2020 and 30 June 2021
Total number of incidents reported 2 3
Incidents affecting telephone banking 1 2
Incidents affecting mobile banking 1 1
Incidents affecting internet banking 1 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/

 

What is the interest rate being charged on our products?

Product Annual interest rates payable for arranged overdrafts on 30 June 2021 Annual Interest rates payable for unarranged overdrafts on 30 June 2021 Refused payment fee on 30 june 2021
All Products 0% 0% £0
We do not offer current accounts. ​ ​ ​

 

Information about overdraft pricing in the period between 1 April 2021 and 30 June 2021

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 2021 100.00% 100.00% 0.00% 0.00% 836 1513 836 NA 1.54%
02 April 2021 100.00% 100.00% 0.00% 0.00% 784 1459 688 NA 0.57%
03 April 2021 100.00% 100.00% 0.00% 0.00% 726 1484 685 NA 0.35%
04 April 2021 100.00% 100.00% 0.00% 0.00% 761 1492 671 NA 0.86%
05 April 2021 100.00% 100.00% 0.00% 0.00% 759 1554 718 NA 0.68%
06 April 2021 100.00% 100.00% 0.00% 0.00% 777 1578 696 NA 0.55%
07 April 2021 100.00% 100.00% 0.00% 0.00% 865 1590 772 NA 0.90%
08 April 2021 100.00% 100.00% 0.00% 0.00% 870 1554 653 NA 0.77%
09 April 2021 100.00% 100.00% 0.00% 0.00% 777 1514 678 NA 0.59%
10 April 2021 100.00% 100.00% 0.00% 0.00% 743 1480 567 NA 0.15%
11 April 2021 100.00% 100.00% 0.00% 0.00% 709 1450 616 NA 0.36%
12 April 2021 100.00% 100.00% 0.00% 0.00% 776 1516 671 NA 0.43%
13 April 2021 100.00% 100.00% 0.00% 0.00% 807 1454 702 NA 0.75%
14 April 2021 100.00% 100.00% 0.00% 0.00% 850 1523 750 NA 0.21%
15 April 2021 100.00% 100.00% 0.00% 0.00% 893 1572 736 NA 0.94%
16 April 2021 100.00% 100.00% 0.00% 0.00% 812 1517 739 NA 0.52%
17 April 2021 98.54% 100.00% 1.46% 0.00% 763 1443 670 NA 0.17%
18 April 2021 100.00% 100.00% 0.00% 0.00% 754 1420 687 NA 0.41%
19 April 2021 100.00% 100.00% 0.00% 0.00% 896 1498 746 NA 0.48%
20 April 2021 82.61% 100.00% 17.39% 0.00% 775 1520 781 NA 0.54%
21 April 2021 100.00% 100.00% 0.00% 0.00% 780 1525 753 NA 0.78%
22 April 2021 100.00% 100.00% 0.00% 0.00% 767 1632 831 NA 0.37%
23 April 2021 100.00% 100.00% 0.00% 0.00% 823 1591 769 NA 0.42%
24 April 2021 100.00% 100.00% 0.00% 0.00% 910 1586 803 NA 0.84%
25 April 2021 100.00% 100.00% 0.00% 0.00% 745 1551 765 NA 0.32%
26 April 2021 100.00% 100.00% 0.00% 0.00% 875 1572 776 NA 0.74%
27 April 2021 100.00% 100.00% 0.00% 0.00% 860 1593 758 NA 0.76%
28 April 2021 100.00% 100.00% 0.00% 0.00% 872 1537 739 NA 0.91%
29 April 2021 100.00% 100.00% 0.00% 0.00% 883 1547 717 NA 0.72%
30 April 2021 100.00% 100.00% 0.00% 0.00% 845 1616 733 NA 0.81%
01 May 2021 100.00% 100.00% 0.00% 0.00% 887 1725 821 NA 0.93%
02 May 2021 100.00% 100.00% 0.00% 0.00% 821 1531 764 NA 0.93%
03 May 2021 100.00% 100.00% 0.00% 0.00% 772 1590 758 NA 0.80%
04 May 2021 100.00% 100.00% 0.00% 0.00% 881 1530 741 NA 0.59%
05 May 2021 100.00% 100.00% 0.00% 0.00% 803 1571 701 NA 0.46%
06 May 2021 100.00% 100.00% 0.00% 0.00% 832 1539 708 NA 0.59%
07 May 2021 100.00% 100.00% 0.00% 0.00% 826 1530 676 NA 0.45%
08 May 2021 100.00% 100.00% 0.00% 0.00% 815 1572 747 NA 0.38%
09 May 2021 100.00% 100.00% 0.00% 0.00% 810 1619 731 NA 0.45%
10 May 2021 100.00% 100.00% 0.00% 0.00% 852 1672 729 NA 0.75%
11 May 2021 100.00% 100.00% 0.00% 0.00% 785 1573 667 NA 0.34%
12 May 2021 97.83% 100.00% 2.17% 0.00% 778 1637 712 NA 0.53%
13 May 2021 100.00% 100.00% 0.00% 0.00% 859 1667 761 NA 0.64%
14 May 2021 100.00% 100.00% 0.00% 0.00% 825 1667 709 NA 1.48%
15 May 2021 100.00% 100.00% 0.00% 0.00% 807 1660 767 NA 0.38%
16 May 2021 100.00% 100.00% 0.00% 0.00% 721 1665 727 NA 0.20%
17 May 2021 95.89% 100.00% 4.11% 0.00% 788 1623 701 NA 0.42%
18 May 2021 100.00% 100.00% 0.00% 0.00% 814 1678 788 NA 0.46%
19 May 2021 95.09% 100.00% 4.91% 0.00% 879 1681 769 NA 0.67%
20 May 2021 100.00% 100.00% 0.00% 0.00% 860 1730 770 NA 1.82%
21 May 2021 100.00% 100.00% 0.00% 0.00% 844 1720 743 NA 0.40%
22 May 2021 100.00% 100.00% 0.00% 0.00% 803 1770 812 NA 0.80%
23 May 2021 100.00% 100.00% 0.00% 0.00% 798 1731 821 NA 1.17%
24 May 2021 100.00% 100.00% 0.00% 0.00% 856 1589 690 NA 0.43%
25 May 2021 100.00% 100.00% 0.00% 0.00% 841 1594 721 NA 0.35%
26 May 2021 100.00% 100.00% 0.00% 0.00% 866 1547 701 NA 0.40%
27 May 2021 100.00% 100.00% 0.00% 0.00% 892 1593 699 NA 0.34%
28 May 2021 100.00% 100.00% 0.00% 0.00% 923 1628 717 NA 0.54%
29 May 2021 100.00% 100.00% 0.00% 0.00% 807 1622 727 NA 0.77%
30 May 2021 100.00% 100.00% 0.00% 0.00% 832 1670 747 NA 0.89%
31 May 2021 100.00% 100.00% 0.00% 0.00% 815 1585 700 NA 0.40%
01 June 2021 100.00% 100.00% 0.00% 0.00% 816 1723 763 NA 0.80%
02 June 2021 100.00% 100.00% 0.00% 0.00% 880 1694 760 NA 1.02%
03 June 2021 100.00% 100.00% 0.00% 0.00% 885 1646 692 NA 0.45%
04 June 2021 100.00% 100.00% 0.00% 0.00% 851 1793 775 NA 1.07%
05 June 2021 100.00% 100.00% 0.00% 0.00% 865 1726 791 NA 0.35%
06 June 2021 100.00% 100.00% 0.00% 0.00% 757 1714 749 NA 0.35%
07 June 2021 100.00% 100.00% 0.00% 0.00% 871 1646 762 NA 0.55%
08 June 2021 100.00% 100.00% 0.00% 0.00% 884 1687 761 NA 1.47%
09 June 2021 100.00% 100.00% 0.00% 0.00% 886 1691 745 NA 0.78%
10 June 2021 100.00% 100.00% 0.00% 0.00% 1117 1663 780 NA 0.37%
11 June 2021 100.00% 100.00% 0.00% 0.00% 1075 1816 797 NA 0.67%
12 June 2021 100.00% 100.00% 0.00% 0.00% 753 1714 805 NA 0.24%
13 June 2021 100.00% 100.00% 0.00% 0.00% 839 1684 787 NA 1.97%
14 June 2021 100.00% 100.00% 0.00% 0.00% 854 1896 838 NA 0.98%
15 June 2021 100.00% 100.00% 0.00% 0.00% 801 1799 806 NA 1.39%
16 June 2021 100.00% 100.00% 0.00% 0.00% 836 1753 788 NA 1.00%
17 June 2021 100.00% 100.00% 0.00% 0.00% 819 1746 785 NA 0.51%
18 June 2021 100.00% 100.00% 0.00% 0.00% 920 1597 720 NA 1.62%
19 June 2021 100.00% 100.00% 0.00% 0.00% 842 1707 769 NA 0.74%
20 June 2021 100.00% 100.00% 0.00% 0.00% 998 1653 802 NA 0.40%
21 June 2021 100.00% 100.00% 0.00% 0.00% 837 1665 775 NA 0.52%
22 June 2021 100.00% 100.00% 0.00% 0.00% 889 1752 768 NA 0.89%
23 June 2021 100.00% 100.00% 0.00% 0.00% 856 1666 785 NA 1.02%
24 June 2021 100.00% 100.00% 0.00% 0.00% 834 1602 711 NA 0.40%
25 June 2021 100.00% 100.00% 0.00% 0.00% 905 1621 737 NA 0.75%
26 June 2021 100.00% 100.00% 0.00% 0.00% 810 1615 736 NA 0.70%
27 June 2021 100.00% 100.00% 0.00% 0.00% 941 1652 742 NA 0.79%
28 June 2021 100.00% 100.00% 0.00% 0.00% 917 1581 738 NA 0.47%
29 June 2021 100.00% 100.00% 0.00% 0.00% 947 1631 733 NA 0.91%
30 June 2021 100.00% 100.00% 0.00% 0.00% 803 1619 750 NA 0.50%
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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