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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 July 2020 and 30 September 2020 In the 12 months between 1 October 2020 and 30 September 2020
Total number of incidents reported 1 3
Incidents affecting telephone banking 1 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 30 September 2020 Annual Interest rates payable for unarranged overdrafts on 30 September 2020 Refused payment fee on 30 September 2020
All Products 0% 0% £0
We do not offer current accounts. ​ ​ ​

 

Information about overdraft pricing in the period between 1 July 2020 and 30 September 2020

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 2020 100.00% 100.00% 0.00% 0.00% 1766 NA 846 NA 4.90%
02 July 2020 100.00% 100.00% 0.00% 0.00% 1931 2734 819 NA 0.00%
03 July 2020 100.00% 100.00% 0.00% 0.00% 1899 3385 785 NA 0.00%
04 July 2020 100.00% 100.00% 0.00% 0.00% 1849 NA 809 NA 2.72%
05 July 2020 100.00% 100.00% 0.00% 0.00% 1933 NA 796 NA 1.25%
06 July 2020 100.00% 100.00% 0.00% 0.00% 2029 3745 756 NA 0.32%
07 July 2020 100.00% 100.00% 0.00% 0.00% 2022 3068 754 NA 0.91%
08 July 2020 97.10% 100.00% 2.90% 0.00% 1931 2465 741 NA 1.89%
09 July 2020 100.00% 100.00% 0.00% 0.00% 1938 3219 749 NA 1.59%
10 July 2020 100.00% 100.00% 0.00% 0.00% 1949 3059 752 NA 0.31%
11 July 2020 100.00% 100.00% 0.00% 0.00% 2040 3262 735 NA 0.31%
12 July 2020 100.00% 100.00% 0.00% 0.00% 2261 3420 736 NA 0.94%
13 July 2020 100.00% 100.00% 0.00% 0.00% 1898 2313 749 NA 0.91%
14 July 2020 100.00% 100.00% 0.00% 0.00% 1912 1875 742 NA 0.36%
15 July 2020 100.00% 100.00% 0.00% 0.00% 2007 3726 921 NA 0.00%
16 July 2020 100.00% 100.00% 0.00% 0.00% 1979 2201 851 NA 0.65%
17 July 2020 100.00% 100.00% 0.00% 0.00% 2055 4143 945 NA 1.95%
18 July 2020 100.00% 100.00% 0.00% 0.00% 2070 3889 833 NA 0.67%
19 July 2020 100.00% 100.00% 0.00% 0.00% 1887 4090 874 NA 0.70%
20 July 2020 100.00% 100.00% 0.00% 0.00% 2066 4327 822 NA 5.37%
21 July 2020 98.92% 100.00% 1.08% 0.00% 1897 4330 836 NA 2.52%
22 July 2020 100.00% 100.00% 0.00% 0.00% 1857 2662 938 NA 0.00%
23 July 2020 100.00% 100.00% 0.00% 0.00% 1975 3787 863 NA 0.00%
24 July 2020 100.00% 100.00% 0.00% 0.00% 2050 NA 921 NA 0.00%
25 July 2020 100.00% 100.00% 0.00% 0.00% 1891 NA 820 NA 0.00%
26 July 2020 100.00% 100.00% 0.00% 0.00% 1842 1685 837 NA 0.60%
27 July 2020 100.00% 100.00% 0.00% 0.00% 2099 3742 733 NA 1.44%
28 July 2020 100.00% 100.00% 0.00% 0.00% 1963 3354 727 NA 1.51%
29 July 2020 100.00% 100.00% 0.00% 0.00% 1930 2655 747 NA 0.00%
30 July 2020 100.00% 95.83% 0.00% 4.17% 2073 2740 747 NA 1.09%
31 July 2020 100.00% 100.00% 0.00% 0.00% 1924 4083 746 NA 0.22%
01 August 2020 100.00% 100.00% 0.00% 0.00% 1894 2404 702 NA 0.87%
02 August 2020 96.16% 100.00% 3.84% 0.00% 1861 5285 691 NA 0.43%
03 August 2020 100.00% 100.00% 0.00% 0.00% 2154 2400 715 NA 2.88%
04 August 2020 97.83% 100.00% 2.17% 0.00% 1909 2256 736 NA 1.95%
05 August 2020 100.00% 100.00% 0.00% 0.00% 2567 3633 1343 NA 0.65%
06 August 2020 100.00% 100.00% 0.00% 0.00% 2102 2602 870 NA 0.60%
07 August 2020 100.00% 100.00% 0.00% 0.00% 1896 2099 965 NA 3.57%
08 August 2020 100.00% 100.00% 0.00% 0.00% 2146 3333 960 NA 0.00%
09 August 2020 100.00% 100.00% 0.00% 0.00% 1841 2486 992 NA 0.00%
10 August 2020 100.00% 100.00% 0.00% 0.00% 2024 2614 971 NA 3.85%
11 August 2020 100.00% 100.00% 0.00% 0.00% 1928 1550 885 NA 1.79%
12 August 2020 100.00% 100.00% 0.00% 0.00% 1988 4306 846 NA 0.49%
13 August 2020 100.00% 100.00% 0.00% 0.00% 1937 2369 812 NA 1.80%
14 August 2020 100.00% 100.00% 0.00% 0.00% 1956 2736 886 NA 0.23%
15 August 2020 100.00% 100.00% 0.00% 0.00% 1884 12592 1007 NA 0.46%
16 August 2020 94.28% 100.00% 5.72% 0.00% 1963 4059 939 NA 3.85%
17 August 2020 100.00% 100.00% 0.00% 0.00% 2072 2464 990 NA 0.55%
18 August 2020 100.00% 100.00% 0.00% 0.00% 1964 2563 1495 NA 3.70%
19 August 2020 97.81% 100.00% 2.19% 0.00% 2098 3612 1043 NA 0.00%
20 August 2020 97.81% 91.67% 2.19% 8.33% 1978 2142 1111 NA 0.00%
21 August 2020 100.00% 100.00% 0.00% 0.00% 2000 2071 1186 NA 2.86%
22 August 2020 100.00% 100.00% 0.00% 0.00% 1950 2891 1088 NA 0.00%
23 August 2020 100.00% 100.00% 0.00% 0.00% 1848 3400 992 NA 3.23%
24 August 2020 100.00% 100.00% 0.00% 0.00% 2260 2796 1221 NA 0.00%
25 August 2020 90.51% 100.00% 9.49% 0.00% 2209 4575 1131 NA 0.00%
26 August 2020 100.00% 100.00% 0.00% 0.00% 2071 2170 1190 NA 2.04%
27 August 2020 100.00% 100.00% 0.00% 0.00% 2046 NA 1222 NA 0.00%
28 August 2020 100.00% 100.00% 0.00% 0.00% 2049 2184 1093 NA 0.00%
29 August 2020 100.00% 100.00% 0.00% 0.00% 2154 2880 1202 NA 0.00%
30 August 2020 100.00% 100.00% 0.00% 0.00% 2079 5602 1265 NA 4.17%
31 August 2020 100.00% 100.00% 0.00% 0.00% 1982 3308 1210 NA 8.00%
01 September 2020 100.00% 100.00% 0.00% 0.00% 2507 NA 1200 NA 0.00%
02 September 2020 100.00% 100.00% 0.00% 0.00% 2047 2449 979 NA 0.00%
03 September 2020 99.63% 100.00% 0.37% 0.00% 1981 2124 830 NA 0.37%
04 September 2020 100.00% 100.00% 0.00% 0.00% 2043 2306 773 NA 0.21%
05 September 2020 100.00% 100.00% 0.00% 0.00% 1853 1819 809 NA 0.00%
06 September 2020 100.00% 100.00% 0.00% 0.00% 1824 3022 813 NA 0.23%
07 September 2020 100.00% 100.00% 0.00% 0.00% 1924 NA 822 NA 0.43%
08 September 2020 100.00% 100.00% 0.00% 0.00% 1929 3777 851 NA 0.00%
09 September 2020 100.00% 100.00% 0.00% 0.00% 2008 1530 846 NA 1.08%
10 September 2020 95.65% 100.00% 4.35% 0.00% 1981 1451 920 NA 5.48%
11 September 2020 100.00% 100.00% 0.00% 0.00% 1995 1262 822 NA 1.26%
12 September 2020 100.00% 100.00% 0.00% 0.00% 2197 1314 785 NA 1.01%
13 September 2020 71.01% 68.75% 28.99% 31.25% 2138 1328 887 NA 40.02%
14 September 2020 100.00% 100.00% 0.00% 0.00% 1993 1264 792 NA 1.10%
15 September 2020 100.00% 100.00% 0.00% 0.00% 1976 1313 792 NA 1.68%
16 September 2020 100.00% 100.00% 0.00% 0.00% 1933 1286 834 NA 1.01%
17 September 2020 99.28% 100.00% 0.72% 0.00% 2054 1398 824 NA 1.66%
18 September 2020 100.00% 100.00% 0.00% 0.00% 1952 1383 809 NA 1.14%
19 September 2020 100.00% 100.00% 0.00% 0.00% 1907 1267 730 NA 1.32%
20 September 2020 100.00% 100.00% 0.00% 0.00% 2051 1299 738 NA 1.44%
21 September 2020 100.00% 100.00% 0.00% 0.00% 1989 1356 722 NA 0.99%
22 September 2020 100.00% 100.00% 0.00% 0.00% 1946 1319 686 NA 1.00%
23 September 2020 100.00% 100.00% 0.00% 0.00% 2148 1320 700 NA 0.33%
24 September 2020 99.38% 100.00% 0.62% 0.00% 2031 1349 763 NA 0.44%
25 September 2020 100.00% 100.00% 0.00% 0.00% 2092 1295 710 NA 2.12%
26 September 2020 100.00% 100.00% 0.00% 0.00% 2186 1347 756 NA 0.76%
27 September 2020 100.00% 100.00% 0.00% 0.00% 1965 1326 703 NA 2.04%
28 September 2020 100.00% 100.00% 0.00% 0.00% 1994 1458 803 NA 0.40%
29 September 2020 100.00% 100.00% 0.00% 0.00% 2053 1322 673 NA 1.26%
30 September 2020 100.00% 100.00% 0.00% 0.00% 2113 1358 687 NA 0.30%
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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