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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 July 2021 and 30 September 2021 In the 12 months between 1 October 2020 and 30 September 2021
Total number of incidents reported 2 4
Incidents affecting telephone banking 1 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 30 September 2021 Annual Interest rates payable for unarranged overdrafts on 30 September 2021 Refused payment fee on 30 September 2021
All Products 0% 0% £0
We do not offer current accounts. ​ ​ ​

 

Information about overdraft pricing in the period between 1 July 2021 and 30 September 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 July 2021 100.00% 100.00% 0.00% 0.00% 928 1609 746 NA 0.44%
02 July 2021 100.00% 100.00% 0.00% 0.00% 893 1610 713 NA 0.40%
03 July 2021 100.00% 100.00% 0.00% 0.00% 781 1653 716 NA 0.64%
04 July 2021 100.00% 100.00% 0.00% 0.00% 770 1648 717 NA 0.63%
05 July 2021 100.00% 100.00% 0.00% 0.00% 868 1592 664 NA 0.10%
06 July 2021 100.00% 100.00% 0.00% 0.00% 1028 1657 718 NA 0.71%
07 July 2021 100.00% 100.00% 0.00% 0.00% 873 1669 704 NA 0.47%
08 July 2021 100.00% 100.00% 0.00% 0.00% 869 1763 754 NA 0.58%
09 July 2021 100.00% 100.00% 0.00% 0.00% 797 1647 718 NA 0.40%
10 July 2021 100.00% 100.00% 0.00% 0.00% 822 1666 757 NA 0.22%
11 July 2021 100.00% 100.00% 0.00% 0.00% 845 1702 740 NA 0.65%
12 July 2021 100.00% 100.00% 0.00% 0.00% 891 1633 716 NA 0.47%
13 July 2021 100.00% 100.00% 0.00% 0.00% 790 1639 722 NA 0.43%
14 July 2021 97.81% 100.00% 2.19% 0.00% 834 1638 718 NA 0.32%
15 July 2021 100.00% 100.00% 0.00% 0.00% 952 1595 710 NA 0.29%
16 July 2021 99.27% 100.00% 0.73% 0.00% 824 1565 677 NA 0.25%
17 July 2021 100.00% 100.00% 0.00% 0.00% 643 1630 742 NA 0.37%
18 July 2021 100.00% 100.00% 0.00% 0.00% 863 1621 739 NA 0.11%
19 July 2021 100.00% 100.00% 0.00% 0.00% 790 1593 709 NA 0.36%
20 July 2021 100.00% 100.00% 0.00% 0.00% 902 1591 721 NA 0.29%
21 July 2021 100.00% 100.00% 0.00% 0.00% 949 1595 722 NA 0.43%
22 July 2021 91.28% 87.50% 8.72% 12.50% 817 1594 714 NA 1.05%
23 July 2021 100.00% 100.00% 0.00% 0.00% 893 1588 701 NA 0.21%
24 July 2021 100.00% 100.00% 0.00% 0.00% 824 1668 750 NA 0.53%
25 July 2021 100.00% 100.00% 0.00% 0.00% 917 1609 757 NA 0.48%
26 July 2021 100.00% 100.00% 0.00% 0.00% 875 1598 723 NA 0.59%
27 July 2021 100.00% 100.00% 0.00% 0.00% 917 1592 705 NA 0.32%
28 July 2021 100.00% 100.00% 0.00% 0.00% 847 1538 696 NA 1.52%
29 July 2021 100.00% 100.00% 0.00% 0.00% 871 1539 679 NA 0.56%
30 July 2021 100.00% 100.00% 0.00% 0.00% 850 1564 691 NA 0.47%
31 July 2021 100.00% 100.00% 0.00% 0.00% 933 1641 725 NA 1.41%
01 August 2021 100.00% 100.00% 0.00% 0.00% 784 1627 729 NA 0.22%
02 August 2021 100.00% 100.00% 0.00% 0.00% 969 1597 697 NA 0.37%
03 August 2021 99.64% 100.00% 0.36% 0.00% 870 1550 681 NA 0.45%
04 August 2021 80.59% 100.00% 19.41% 0.00% 807 1687 739 NA 0.92%
05 August 2021 100.00% 100.00% 0.00% 0.00% 858 1730 804 NA 0.47%
06 August 2021 100.00% 100.00% 0.00% 0.00% 776 1657 740 NA 0.40%
07 August 2021 100.00% 100.00% 0.00% 0.00% 803 1623 734 NA 0.90%
08 August 2021 100.00% 100.00% 0.00% 0.00% 813 1616 741 NA 0.33%
09 August 2021 100.00% 100.00% 0.00% 0.00% 816 1603 698 NA 0.43%
10 August 2021 100.00% 100.00% 0.00% 0.00% 806 1600 723 NA 0.15%
11 August 2021 95.65% 100.00% 4.35% 0.00% 815 1611 709 NA 0.35%
12 August 2021 100.00% 100.00% 0.00% 0.00% 895 1606 708 NA 0.90%
13 August 2021 100.00% 100.00% 0.00% 0.00% 839 1594 694 NA 0.59%
14 August 2021 100.00% 100.00% 0.00% 0.00% 780 1555 689 NA 0.49%
15 August 2021 100.00% 100.00% 0.00% 0.00% 844 1563 693 NA 0.19%
16 August 2021 100.00% 100.00% 0.00% 0.00% 812 1695 762 NA 0.35%
17 August 2021 100.00% 100.00% 0.00% 0.00% 823 1630 722 NA 0.56%
18 August 2021 100.00% 100.00% 0.00% 0.00% 870 1672 740 NA 0.83%
19 August 2021 100.00% 100.00% 0.00% 0.00% 803 1819 820 NA 4.36%
20 August 2021 100.00% 100.00% 0.00% 0.00% 790 1743 728 NA 0.32%
21 August 2021 100.00% 100.00% 0.00% 0.00% 892 1811 789 NA 0.53%
22 August 2021 100.00% 100.00% 0.00% 0.00% 856 1827 787 NA 1.01%
23 August 2021 100.00% 100.00% 0.00% 0.00% 834 1718 710 NA 0.48%
24 August 2021 100.00% 100.00% 0.00% 0.00% 818 1752 749 NA 0.63%
25 August 2021 100.00% 100.00% 0.00% 0.00% 795 1862 794 NA 0.31%
26 August 2021 100.00% 100.00% 0.00% 0.00% 844 1841 776 NA 0.24%
27 August 2021 100.00% 100.00% 0.00% 0.00% 899 1698 723 NA 0.17%
28 August 2021 100.00% 100.00% 0.00% 0.00% 880 1709 727 NA 0.38%
29 August 2021 100.00% 100.00% 0.00% 0.00% 875 1711 728 NA 0.45%
30 August 2021 100.00% 100.00% 0.00% 0.00% 817 1722 716 NA 0.42%
31 August 2021 98.91% 100.00% 1.09% 0.00% 848 1700 716 NA 0.58%
01 September 2021 100.00% 100.00% 0.00% 0.00% 814 1689 710 NA 0.17%
02 September 2021 100.00% 100.00% 0.00% 0.00% 828 1673 715 NA 0.38%
03 September 2021 100.00% 100.00% 0.00% 0.00% 852 1675 715 NA 0.42%
04 September 2021 100.00% 100.00% 0.00% 0.00% 816 1734 762 NA 0.51%
05 September 2021 100.00% 100.00% 0.00% 0.00% 839 1740 772 NA 0.52%
06 September 2021 100.00% 100.00% 0.00% 0.00% 826 1727 736 NA 0.31%
07 September 2021 100.00% 100.00% 0.00% 0.00% 812 1683 707 NA 0.31%
08 September 2021 100.00% 100.00% 0.00% 0.00% 848 1742 746 NA 0.39%
09 September 2021 100.00% 100.00% 0.00% 0.00% 841 1527 655 NA 0.39%
10 September 2021 100.00% 100.00% 0.00% 0.00% 812 1471 644 NA 0.37%
11 September 2021 100.00% 100.00% 0.00% 0.00% 997 1573 723 NA 1.51%
12 September 2021 100.00% 100.00% 0.00% 0.00% 838 1442 656 NA 0.38%
13 September 2021 100.00% 100.00% 0.00% 0.00% 840 1373 655 NA 0.27%
14 September 2021 100.00% 100.00% 0.00% 0.00% 835 1463 636 NA 0.55%
15 September 2021 100.00% 100.00% 0.00% 0.00% 839 1322 632 NA 0.28%
16 September 2021 100.00% 100.00% 0.00% 0.00% 840 1376 645 NA 0.37%
17 September 2021 100.00% 100.00% 0.00% 0.00% 894 1441 710 NA 0.27%
18 September 2021 100.00% 100.00% 0.00% 0.00% 834 1460 655 NA 0.06%
19 September 2021 100.00% 100.00% 0.00% 0.00% 812 1629 662 NA 0.25%
20 September 2021 100.00% 100.00% 0.00% 0.00% 859 1399 615 NA 0.26%
21 September 2021 100.00% 100.00% 0.00% 0.00% 824 1422 638 NA 0.19%
22 September 2021 99.86% 100.00% 0.14% 0.00% 872 1417 673 NA 0.59%
23 September 2021 100.00% 100.00% 0.00% 0.00% 913 1360 677 NA 0.20%
24 September 2021 99.57% 100.00% 0.43% 0.00% 815 1437 642 NA 0.36%
25 September 2021 100.00% 100.00% 0.00% 0.00% 774 1393 739 NA 0.13%
26 September 2021 100.00% 100.00% 0.00% 0.00% 834 1523 630 NA 0.19%
27 September 2021 100.00% 100.00% 0.00% 0.00% 815 1546 681 NA 0.24%
28 September 2021 100.00% 100.00% 0.00% 0.00% 842 1342 663 NA 0.12%
29 September 2021 100.00% 100.00% 0.00% 0.00% 898 1452 632 NA 0.28%
30 September 2021 100.00% 100.00% 0.00% 0.00% 860 1456 597 NA 0.28%
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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