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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 January 2022 and 31 March 2022 In the 12 months between 1 April 2021 and 31 March 2022
Total number of incidents reported 1 5
Incidents affecting telephone banking 0 2
Incidents affecting mobile banking 0 1
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/

 

What is the interest rate being charged on our products?

Product Annual interest rates payable for arranged overdrafts on 31 March 2022 Annual Interest rates payable for unarranged overdrafts on 31 March 2022 Refused payment fee on 31 March 2022
All Products 0% 0% £0
We do not offer current accounts. ​ ​ ​

 

Information about overdraft pricing in the period between 1 January 2022 and 31 March 2022

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 January 2022 100.00% 100.00% 0.00% 0.00% 858 2267 1028 NA 0.20%
02 January 2022 100.00% 100.00% 0.00% 0.00% 927 2366 1050 NA 0.37%
03 January 2022 100.00% 100.00% 0.00% 0.00% 882 2365 1020 NA 0.29%
04 January 2022 100.00% 100.00% 0.00% 0.00% 854 2390 1032 NA 0.54%
05 January 2022 100.00% 100.00% 0.00% 0.00% 902 2422 1005 NA 0.41%
06 January 2022 100.00% 100.00% 0.00% 0.00% 975 2380 985 NA 0.71%
07 January 2022 100.00% 100.00% 0.00% 0.00% 946 2344 1008 NA 0.17%
08 January 2022 100.00% 100.00% 0.00% 0.00% 854 2426 1047 NA 0.66%
09 January 2022 100.00% 100.00% 0.00% 0.00% 882 2377 1019 NA 0.32%
10 January 2022 100.00% 100.00% 0.00% 0.00% 991 2329 1013 NA 0.17%
11 January 2022 100.00% 100.00% 0.00% 0.00% 906 2400 976 NA 0.12%
12 January 2022 100.00% 100.00% 0.00% 0.00% 895 2303 997 NA 0.17%
13 January 2022 100.00% 100.00% 0.00% 0.00% 852 2206 969 NA 0.29%
14 January 2022 100.00% 100.00% 0.00% 0.00% 885 2161 971 NA 0.21%
15 January 2022 100.00% 100.00% 0.00% 0.00% 925 2156 937 NA 0.06%
16 January 2022 100.00% 100.00% 0.00% 0.00% 892 2082 950 NA 0.13%
17 January 2022 100.00% 100.00% 0.00% 0.00% 870 2098 972 NA 0.08%
18 January 2022 97.10% 100.00% 2.90% 0.00% 967 2093 923 NA 0.25%
19 January 2022 100.00% 100.00% 0.00% 0.00% 903 2102 930 NA 0.11%
20 January 2022 100.00% 100.00% 0.00% 0.00% 858 2035 970 NA 0.21%
21 January 2022 100.00% 100.00% 0.00% 0.00% 883 2086 945 NA 0.17%
22 January 2022 100.00% 100.00% 0.00% 0.00% 925 2106 914 NA 0.25%
23 January 2022 100.00% 100.00% 0.00% 0.00% 854 2014 908 NA 0.10%
24 January 2022 100.00% 100.00% 0.00% 0.00% 959 2219 960 NA 0.09%
25 January 2022 100.00% 100.00% 0.00% 0.00% 925 2267 960 NA 0.13%
26 January 2022 100.00% 100.00% 0.00% 0.00% 874 2211 1028 NA 0.20%
27 January 2022 100.00% 100.00% 0.00% 0.00% 925 2090 1217 NA 0.00%
28 January 2022 100.00% 100.00% 0.00% 0.00% 0 2279 1183 NA 0.00%
29 January 2022 100.00% 100.00% 0.00% 0.00% 0 2170 1117 NA 0.00%
30 January 2022 100.00% 100.00% 0.00% 0.00% 0 2116 1074 NA 3.03%
31 January 2022 100.00% 100.00% 0.00% 0.00% 0 2174 1412 NA 1.03%
01 February 2022 100.00% 100.00% 0.00% 0.00% 795 2100 1384 NA 0.00%
02 February 2022 100.00% 100.00% 0.00% 0.00% 811 2532 1417 NA 0.00%
03 February 2022 100.00% 100.00% 0.00% 0.00% 831 1890 1431 NA 0.00%
04 February 2022 100.00% 100.00% 0.00% 0.00% 827 1901 1365 NA 0.00%
05 February 2022 100.00% 100.00% 0.00% 0.00% 845 1989 NA NA 0.00%
06 February 2022 100.00% 100.00% 0.00% 0.00% 748 2063 NA NA 0.00%
07 February 2022 100.00% 100.00% 0.00% 0.00% 778 2632 1190 NA 0.00%
08 February 2022 100.00% 100.00% 0.00% 0.00% 860 2451 2501 NA 0.00%
09 February 2022 100.00% 100.00% 0.00% 0.00% 857 2834 1272 NA 0.00%
10 February 2022 86.43% 100.00% 13.57% 0.00% 806 2274 1006 NA 0.00%
11 February 2022 94.16% 100.00% 5.84% 0.00% 789 2275 1095 NA 0.00%
12 February 2022 100.00% 100.00% 0.00% 0.00% 860 2364 1104 NA 0.00%
13 February 2022 100.00% 100.00% 0.00% 0.00% 736 2533 1132 NA 0.00%
14 February 2022 100.00% 100.00% 0.00% 0.00% 672 2184 1241 NA 0.00%
15 February 2022 100.00% 100.00% 0.00% 0.00% 783 1975 1148 NA 0.00%
16 February 2022 100.00% 100.00% 0.00% 0.00% 779 2496 1598 NA 0.00%
17 February 2022 100.00% 100.00% 0.00% 0.00% 792 2292 1103 NA 0.00%
18 February 2022 100.00% 100.00% 0.00% 0.00% 797 2240 1541 NA 0.00%
19 February 2022 100.00% 100.00% 0.00% 0.00% 845 2322 1070 NA 0.00%
20 February 2022 100.00% 100.00% 0.00% 0.00% 803 1833 1048 NA 0.63%
21 February 2022 99.89% 100.00% 0.11% 0.00% 802 2493 1068 NA 0.00%
22 February 2022 100.00% 100.00% 0.00% 0.00% 860 1895 1111 NA 0.00%
23 February 2022 99.26% 100.00% 0.74% 0.00% 1089 2154 1105 NA 0.00%
24 February 2022 100.00% 100.00% 0.00% 0.00% 835 4038 1111 NA 0.00%
25 February 2022 100.00% 100.00% 0.00% 0.00% 800 2126 1063 NA 2.13%
26 February 2022 100.00% 100.00% 0.00% 0.00% 783 2440 1376 NA 0.00%
27 February 2022 100.00% 100.00% 0.00% 0.00% 792 1976 1088 NA 1.92%
28 February 2022 100.00% 100.00% 0.00% 0.00% 780 2251 953 NA 0.16%
01 March 2022 100.00% 100.00% 0.00% 0.00% 926 2107 923 NA 0.12%
02 March 2022 100.00% 100.00% 0.00% 0.00% 911 2122 934 NA 0.23%
03 March 2022 100.00% 100.00% 0.00% 0.00% 1010 2162 948 NA 0.11%
04 March 2022 100.00% 100.00% 0.00% 0.00% 885 2183 968 NA 0.16%
05 March 2022 100.00% 100.00% 0.00% 0.00% 963 2133 997 NA 0.07%
06 March 2022 100.00% 100.00% 0.00% 0.00% 864 2255 986 NA 0.07%
07 March 2022 100.00% 100.00% 0.00% 0.00% 962 2192 968 NA 0.16%
08 March 2022 100.00% 100.00% 0.00% 0.00% 862 2456 1126 NA 0.32%
09 March 2022 100.00% 100.00% 0.00% 0.00% 859 2427 1216 NA 0.59%
10 March 2022 100.00% 100.00% 0.00% 0.00% 945 2222 972 NA 0.24%
11 March 2022 100.00% 100.00% 0.00% 0.00% 931 2184 967 NA 0.08%
12 March 2022 100.00% 100.00% 0.00% 0.00% 903 2334 1015 NA 0.20%
13 March 2022 100.00% 100.00% 0.00% 0.00% 1019 2218 965 NA 0.13%
14 March 2022 100.00% 100.00% 0.00% 0.00% 975 2277 1014 NA 0.04%
15 March 2022 100.00% 100.00% 0.00% 0.00% 883 2273 992 NA 0.33%
16 March 2022 100.00% 100.00% 0.00% 0.00% 883 2151 956 NA 0.09%
17 March 2022 100.00% 100.00% 0.00% 0.00% 954 2259 987 NA 0.12%
18 March 2022 100.00% 100.00% 0.00% 0.00% 868 2154 956 NA 0.12%
19 March 2022 100.00% 100.00% 0.00% 0.00% 898 2235 1002 NA 0.21%
20 March 2022 98.55% 100.00% 1.45% 0.00% 903 2209 1025 NA 0.25%
21 March 2022 100.00% 100.00% 0.00% 0.00% 973 2086 936 NA 0.50%
22 March 2022 100.00% 100.00% 0.00% 0.00% 905 2049 923 NA 0.16%
23 March 2022 100.00% 100.00% 0.00% 0.00% 892 2095 918 NA 0.24%
24 March 2022 100.00% 100.00% 0.00% 0.00% 870 1972 1002 NA 0.20%
25 March 2022 100.00% 100.00% 0.00% 0.00% 1138 2070 923 NA 0.08%
26 March 2022 100.00% 100.00% 0.00% 0.00% 913 2102 1006 NA 0.00%
27 March 2022 100.00% 100.00% 0.00% 0.00% 831 2076 932 NA 0.27%
28 March 2022 100.00% 100.00% 0.00% 0.00% 904 1990 978 NA 0.16%
29 March 2022 100.00% 100.00% 0.00% 0.00% 948 2028 1072 NA 0.12%
30 March 2022 100.00% 100.00% 0.00% 0.00% 916 2064 962 NA 0.00%
31 March 2022 100.00% 100.00% 0.00% 0.00% 895 2087 921 NA 0.27%
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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