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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 – 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

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 2021 and 31 March 2021 In the 12 months between 1 April 2020 and 31 March 2021
Total number of incidents reported 0 2
Incidents affecting telephone banking 0 2
Incidents affecting mobile banking 0 0
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 2021 Annual Interest rates payable for unarranged overdrafts on 31 March 2021 Refused payment fee on 31 March 2021
All Products 0% 0% £0
We do not offer current accounts. ​ ​ ​

 

Information about overdraft pricing in the period between 1 January 2021 and 31 March 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 January 2021 100.00% 100.00% 0.00% 0.00% 767 1438 708 NA 0.51%
02 January 2021 100.00% 100.00% 0.00% 0.00% 859 1410 691 NA 0.30%
03 January 2021 100.00% 100.00% 0.00% 0.00% 818 1378 673 NA 0.77%
04 January 2021 100.00% 100.00% 0.00% 0.00% 803 1754 817 NA 1.41%
05 January 2021 100.00% 100.00% 0.00% 0.00% 803 1542 713 NA 0.90%
06 January 2021 100.00% 100.00% 0.00% 0.00% 791 1551 705 NA 1.48%
07 January 2021 100.00% 100.00% 0.00% 0.00% 738 1447 742 NA 0.68%
08 January 2021 100.00% 100.00% 0.00% 0.00% 844 1336 733 NA 0.96%
09 January 2021 100.00% 100.00% 0.00% 0.00% 784 1458 754 NA 0.42%
10 January 2021 100.00% 100.00% 0.00% 0.00% 828 1442 702 NA 1.07%
11 January 2021 100.00% 100.00% 0.00% 0.00% 775 1454 710 NA 0.72%
12 January 2021 100.00% 100.00% 0.00% 0.00% 754 1478 774 NA 1.09%
13 January 2021 100.00% 100.00% 0.00% 0.00% 816 1496 782 NA 2.40%
14 January 2021 100.00% 100.00% 0.00% 0.00% 826 1383 729 NA 1.11%
15 January 2021 100.00% 100.00% 0.00% 0.00% 765 1420 760 NA 1.17%
16 January 2021 100.00% 100.00% 0.00% 0.00% 814 1508 676 NA 0.42%
17 January 2021 100.00% 100.00% 0.00% 0.00% 863 1329 672 NA 0.71%
18 January 2021 100.00% 100.00% 0.00% 0.00% 793 1452 675 NA 1.12%
19 January 2021 100.00% 100.00% 0.00% 0.00% 778 1542 717 NA 0.79%
20 January 2021 100.00% 100.00% 0.00% 0.00% 747 1484 739 NA 0.89%
21 January 2021 100.00% 100.00% 0.00% 0.00% 808 1448 734 NA 0.34%
22 January 2021 100.00% 100.00% 0.00% 0.00% 811 1484 744 NA 0.79%
23 January 2021 100.00% 100.00% 0.00% 0.00% 774 1463 661 NA 0.76%
24 January 2021 100.00% 100.00% 0.00% 0.00% 885 1439 734 NA 0.39%
25 January 2021 100.00% 100.00% 0.00% 0.00% 776 1584 784 NA 0.79%
26 January 2021 100.00% 100.00% 0.00% 0.00% 874 1666 813 NA 1.07%
27 January 2021 100.00% 100.00% 0.00% 0.00% 783 1552 754 NA 0.39%
28 January 2021 100.00% 100.00% 0.00% 0.00% 799 1718 860 NA 0.47%
29 January 2021 100.00% 100.00% 0.00% 0.00% 822 1521 811 NA 0.18%
30 January 2021 100.00% 100.00% 0.00% 0.00% 783 1380 714 NA 0.39%
31 January 2021 100.00% 100.00% 0.00% 0.00% 787 1375 714 NA 0.48%
01 February 2021 100.00% 100.00% 0.00% 0.00% 796 1447 777 NA 0.46%
02 February 2021 100.00% 100.00% 0.00% 0.00% 812 1427 766 NA 0.54%
03 February 2021 100.00% 100.00% 0.00% 0.00% 832 1411 738 NA 0.42%
04 February 2021 100.00% 100.00% 0.00% 0.00% 828 1512 792 NA 0.57%
05 February 2021 100.00% 100.00% 0.00% 0.00% 845 1380 722 NA 0.66%
06 February 2021 95.69% 100.00% 4.31% 0.00% 748 1255 662 NA 0.83%
07 February 2021 100.00% 100.00% 0.00% 0.00% 779 1253 681 NA 0.72%
08 February 2021 100.00% 100.00% 0.00% 0.00% 860 1365 763 NA 0.53%
09 February 2021 98.54% 100.00% 1.46% 0.00% 858 1471 808 NA 0.45%
10 February 2021 98.54% 100.00% 1.46% 0.00% 807 1423 826 NA 0.67%
11 February 2021 100.00% 100.00% 0.00% 0.00% 789 1399 819 NA 12.41%
12 February 2021 98.54% 100.00% 1.46% 0.00% 860 1533 770 NA 40.60%
13 February 2021 100.00% 100.00% 0.00% 0.00% 737 1539 806 NA 44.19%
14 February 2021 97.08% 100.00% 2.92% 0.00% 673 1350 784 NA 42.56%
15 February 2021 100.00% 100.00% 0.00% 0.00% 784 1471 843 NA 39.97%
16 February 2021 98.54% 100.00% 1.46% 0.00% 780 1513 802 NA 39.06%
17 February 2021 100.00% 100.00% 0.00% 0.00% 792 1495 828 NA 21.26%
18 February 2021 100.00% 100.00% 0.00% 0.00% 798 1448 804 NA 1.62%
19 February 2021 98.54% 100.00% 1.46% 0.00% 846 1451 800 NA 0.81%
20 February 2021 100.00% 100.00% 0.00% 0.00% 804 1418 783 NA 2.36%
21 February 2021 100.00% 100.00% 0.00% 0.00% 803 1712 796 NA 0.43%
22 February 2021 100.00% 100.00% 0.00% 0.00% 861 1889 871 NA 1.39%
23 February 2021 100.00% 100.00% 0.00% 0.00% 1090 2161 788 NA 0.95%
24 February 2021 99.28% 100.00% 0.72% 0.00% 836 1845 796 NA 0.64%
25 February 2021 100.00% 100.00% 0.00% 0.00% 800 1791 787 NA 0.90%
26 February 2021 100.00% 100.00% 0.00% 0.00% 784 1797 822 NA 1.11%
27 February 2021 100.00% 100.00% 0.00% 0.00% 792 1782 765 NA 0.66%
28 February 2021 100.00% 100.00% 0.00% 0.00% 781 1723 775 NA 0.76%
01 March 2021 100.00% 100.00% 0.00% 0.00% 901 1809 849 NA 0.64%
02 March 2021 100.00% 100.00% 0.00% 0.00% 833 1824 846 NA 0.64%
03 March 2021 100.00% 100.00% 0.00% 0.00% 897 2040 874 NA 1.75%
04 March 2021 100.00% 100.00% 0.00% 0.00% 944 2144 862 NA 2.77%
05 March 2021 100.00% 100.00% 0.00% 0.00% 896 1781 876 NA 2.76%
06 March 2021 82.61% 83.33% 17.39% 16.67% 898 1848 803 NA 2.23%
07 March 2021 100.00% 87.50% 0.00% 12.50% 881 1919 875 NA 1.21%
08 March 2021 100.00% 100.00% 0.00% 0.00% 801 2078 894 NA 1.04%
09 March 2021 100.00% 100.00% 0.00% 0.00% 815 1906 851 NA 0.62%
10 March 2021 100.00% 100.00% 0.00% 0.00% 943 1818 820 NA 0.58%
11 March 2021 100.00% 100.00% 0.00% 0.00% 959 1678 765 NA 0.71%
12 March 2021 100.00% 100.00% 0.00% 0.00% 973 1730 816 NA 0.82%
13 March 2021 100.00% 100.00% 0.00% 0.00% 894 1698 759 NA 0.63%
14 March 2021 89.70% 100.00% 10.30% 0.00% 747 1643 752 NA 0.97%
15 March 2021 100.00% 100.00% 0.00% 0.00% 747 1682 786 NA 1.16%
16 March 2021 100.00% 100.00% 0.00% 0.00% 785 1837 816 NA 0.89%
17 March 2021 100.00% 100.00% 0.00% 0.00% 815 1691 786 NA 0.36%
18 March 2021 100.00% 100.00% 0.00% 0.00% 910 1792 777 NA 0.45%
19 March 2021 100.00% 100.00% 0.00% 0.00% 963 1791 806 NA 0.96%
20 March 2021 100.00% 100.00% 0.00% 0.00% 833 1891 756 NA 1.71%
21 March 2021 100.00% 100.00% 0.00% 0.00% 764 1723 739 NA 0.29%
22 March 2021 100.00% 100.00% 0.00% 0.00% 831 1797 819 NA 0.87%
23 March 2021 100.00% 100.00% 0.00% 0.00% 826 1718 770 NA 0.76%
24 March 2021 100.00% 100.00% 0.00% 0.00% 794 1698 805 NA 0.51%
25 March 2021 100.00% 100.00% 0.00% 0.00% 874 1601 753 NA 0.51%
26 March 2021 100.00% 100.00% 0.00% 0.00% 837 1653 776 NA 0.65%
27 March 2021 100.00% 100.00% 0.00% 0.00% 718 1539 720 NA 0.51%
28 March 2021 100.00% 100.00% 0.00% 0.00% 811 1532 690 NA 0.25%
29 March 2021 100.00% 100.00% 0.00% 0.00% 868 1527 795 NA 0.71%
30 March 2021 100.00% 100.00% 0.00% 0.00% 785 1501 847 NA 0.79%
31 March 2021 100.00% 100.00% 0.00% 0.00% 770 1468 832 NA 0.40%
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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