Our personal payment accounts are:

  • CBS Offset – payment account version not available to new customers.

Please note, we don’t currently have any payment accounts on sale.

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 October 2023 and 31 December 2023 In the 12 months between 1 January 2023 and 31 December 2023
Total number of incidents reported 0 3
Incidents affecting telephone banking 0 1
Incidents affecting mobile banking 0 2
Incidents affecting internet banking 0 2

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 complaints 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 December 2023 Annual Interest rates payable for unarranged overdrafts on 31 December 2023 Refused payment fee on 31 December 2023
All Products 0% 0% £0
We do not offer current accounts.

Information about overdraft pricing in the period between 1 October 2023 and 31 December 2023

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 October 2023 100.00% 100.00% 0.00% 0.00% 1241 2064 1059 NA 0.36%
02 October 2023 100.00% 100.00% 0.00% 0.00% 1202 2215 1177 NA 0.00%
03 October 2023 100.00% 100.00% 0.00% 0.00% 1161 2549 1163 NA 0.00%
04 October 2023 100.00% 100.00% 0.00% 0.00% 1315 2470 1146 NA 0.00%
05 October 2023 100.00% 100.00% 0.00% 0.00% 1338 2247 1152 NA 0.96%
06 October 2023 100.00% 100.00% 0.00% 0.00% 1250 2201 1159 NA 0.00%
07 October 2023 100.00% 100.00% 0.00% 0.00% 1334 2042 1080 NA 0.00%
08 October 2023 100.00% 100.00% 0.00% 0.00% 1385 2220 1061 NA 0.72%
09 October 2023 100.00% 100.00% 0.00% 0.00% 1250 2173 1134 NA 0.00%
10 October 2023 100.00% 100.00% 0.00% 0.00% 1317 2122 1204 NA 0.61%
11 October 2023 100.00% 100.00% 0.00% 0.00% 1407 2224 1200 NA 0.31%
12 October 2023 100.00% 100.00% 0.00% 0.00% 1350 2222 1228 NA 0.26%
13 October 2023 100.00% 100.00% 0.00% 0.00% 1287 2481 1166 NA 0.00%
14 October 2023 100.00% 100.00% 0.00% 0.00% 1238 2180 1234 NA 0.00%
15 October 2023 100.00% 100.00% 0.00% 0.00% 1384 2449 1263 NA 0.00%
16 October 2023 100.00% 100.00% 0.00% 0.00% 1224 2269 1284 NA 0.29%
17 October 2023 100.00% 100.00% 0.00% 0.00% 1362 2352 1178 NA 1.47%
18 October 2023 100.00% 100.00% 0.00% 0.00% 1339 2564 1556 NA 0.33%
19 October 2023 100.00% 100.00% 0.00% 0.00% 1316 2301 1171 NA 0.34%
20 October 2023 100.00% 100.00% 0.00% 0.00% 1305 2200 1213 NA 0.34%
21 October 2023 100.00% 100.00% 0.00% 0.00% 1436 2222 1183 NA 0.43%
22 October 2023 100.00% 100.00% 0.00% 0.00% 1340 2184 1066 NA 0.00%
23 October 2023 100.00% 100.00% 0.00% 0.00% 1258 2333 1153 NA 0.00%
24 October 2023 100.00% 100.00% 0.00% 0.00% 1382 2262 1122 NA 0.00%
25 October 2023 100.00% 100.00% 0.00% 0.00% 1224 2247 1135 NA 0.00%
26 October 2023 100.00% 100.00% 0.00% 0.00% 1311 2223 1279 NA 0.00%
27 October 2023 100.00% 100.00% 0.00% 0.00% 1383 2712 1158 NA 0.00%
28 October 2023 100.00% 100.00% 0.00% 0.00% 1232 2337 1122 NA 0.00%
29 October 2023 92.54% 100.00% 7.46% 0.00% 1377 2548 1069 NA 0.43%
30 October 2023 100.00% 100.00% 0.00% 0.00% 1286 2730 1125 NA 0.00%
31 October 2023 100.00% 100.00% 0.00% 0.00% 1313 2088 1076 NA 0.00%
01 November 2023 100.00% 100.00% 0.00% 0.00% 1906 2282 1068 NA 0.00%
02 November 2023 100.00% 100.00% 0.00% 0.00% 1699 2627 1169 NA 0.00%
03 November 2023 100.00% 100.00% 0.00% 0.00% 1648 2142 1109 NA 0.25%
04 November 2023 100.00% 100.00% 0.00% 0.00% 1494 2110 1234 NA 0.00%
05 November 2023 100.00% 100.00% 0.00% 0.00% 1289 2083 1130 NA 0.00%
06 November 2023 100.00% 100.00% 0.00% 0.00% 1310 2365 1033 NA 0.27%
07 November 2023 100.00% 100.00% 0.00% 0.00% 1398 2182 1042 NA 0.00%
08 November 2023 100.00% 100.00% 0.00% 0.00% 1291 2865 1212 NA 0.00%
09 November 2023 100.00% 100.00% 0.00% 0.00% 1277 2116 1061 NA 0.00%
10 November 2023 100.00% 100.00% 0.00% 0.00% 1510 2524 1060 NA 0.00%
11 November 2023 100.00% 100.00% 0.00% 0.00% 1248 2292 1035 NA 0.00%
12 November 2023 100.00% 100.00% 0.00% 0.00% 2145 2740 1032 NA 0.00%
13 November 2023 100.00% 100.00% 0.00% 0.00% 1313 NA 1106 NA 0.00%
14 November 2023 100.00% 100.00% 0.00% 0.00% 2030 2434 1144 NA 0.00%
15 November 2023 100.00% 100.00% 0.00% 0.00% 1982 2206 1108 NA 0.00%
16 November 2023 100.00% 100.00% 0.00% 0.00% 1732 2892 1088 NA 0.00%
17 November 2023 100.00% 100.00% 0.00% 0.00% 1969 2499 1104 NA 0.00%
18 November 2023 100.00% 100.00% 0.00% 0.00% 2072 NA 1101 NA 9.26%
19 November 2023 89.49% 100.00% 10.51% 0.00% 3587 3180 1308 NA 57.81%
20 November 2023 100.00% 100.00% 0.00% 0.00% 1819 2540 1086 NA 0.00%
21 November 2023 100.00% 100.00% 0.00% 0.00% 1846 2544 1040 NA 0.56%
22 November 2023 100.00% 100.00% 0.00% 0.00% 2046 2510 1154 NA 0.00%
23 November 2023 100.00% 100.00% 0.00% 0.00% 1895 2329 1073 NA 0.81%
24 November 2023 100.00% 100.00% 0.00% 0.00% 1793 3069 1171 NA 0.00%
25 November 2023 100.00% 100.00% 0.00% 0.00% 1525 NA 1057 NA 0.00%
26 November 2023 100.00% 100.00% 0.00% 0.00% 1775 NA 1037 NA 0.00%
27 November 2023 100.00% 100.00% 0.00% 0.00% 1904 2505 992 NA 0.42%
28 November 2023 100.00% 100.00% 0.00% 0.00% 1823 3024 1089 NA 0.00%
29 November 2023 100.00% 100.00% 0.00% 0.00% 1872 2287 1070 NA 1.60%
30 November 2023 100.00% 100.00% 0.00% 0.00% 2021 2090 1093 NA 0.00%
01 December 2023 100.00% 100.00% 0.00% 0.00% 1906 3158 1256 NA 0.00%
02 December 2023 100.00% 100.00% 0.00% 0.00% 1699 2573 1050 NA 0.00%
03 December 2023 100.00% 100.00% 0.00% 0.00% 1648 1993 1068 NA 0.00%
04 December 2023 100.00% 100.00% 0.00% 0.00% 1779 2274 1395 NA 1.85%
05 December 2023 100.00% 100.00% 0.00% 0.00% 1708 2320 1097 NA 0.00%
06 December 2023 100.00% 100.00% 0.00% 0.00% 1846 2109 1130 NA 0.00%
07 December 2023 100.00% 100.00% 0.00% 0.00% 1925 2412 1112 NA 0.00%
08 December 2023 100.00% 100.00% 0.00% 0.00% 2050 4089 1281 NA 0.00%
09 December 2023 100.00% 100.00% 0.00% 0.00% 1800 NA 1037 NA 0.00%
10 December 2023 100.00% 100.00% 0.00% 0.00% 1840 NA 1140 NA 0.00%
11 December 2023 100.00% 100.00% 0.00% 0.00% 1804 2845 1244 NA 1.18%
12 December 2023 100.00% 100.00% 0.00% 0.00% 1864 2692 1128 NA 0.00%
13 December 2023 100.00% 100.00% 0.00% 0.00% 1895 3347 1152 NA 0.00%
14 December 2023 100.00% 100.00% 0.00% 0.00% 1973 2561 1228 NA 0.00%
15 December 2023 100.00% 100.00% 0.00% 0.00% 1909 2943 1362 NA 0.00%
16 December 2023 100.00% 100.00% 0.00% 0.00% 2066 NA 1071 NA 0.00%
17 December 2023 100.00% 100.00% 0.00% 0.00% 1952 1883 1069 NA 0.66%
18 December 2023 100.00% 100.00% 0.00% 0.00% 1878 2738 1178 NA 1.05%
19 December 2023 100.00% 100.00% 0.00% 0.00% 1958 2267 1264 NA 0.78%
20 December 2023 100.00% 100.00% 0.00% 0.00% 1704 2126 1282 NA 0.00%
21 December 2023 100.00% 100.00% 0.00% 0.00% 1873 2412 1172 NA 0.00%
22 December 2023 100.00% 100.00% 0.00% 0.00% 1744 2139 1153 NA 0.00%
23 December 2023 100.00% 100.00% 0.00% 0.00% 1979 NA 1152 NA 0.00%
24 December 2023 100.00% 100.00% 0.00% 0.00% 1804 NA 1154 NA 0.00%
25 December 2023 100.00% 100.00% 0.00% 0.00% 3562 2580 1205 NA 0.00%
26 December 2023 100.00% 100.00% 0.00% 0.00% 2219 2288 1181 NA 0.00%
27 December 2023 100.00% 100.00% 0.00% 0.00% 1828 2271 1218 NA 0.00%
28 December 2023 100.00% 100.00% 0.00% 0.00% 1787 2400 1209 NA 0.00%
29 December 2023 100.00% 100.00% 0.00% 0.00% 1736 2718 1324 NA 0.00%
30 December 2023 100.00% 100.00% 0.00% 0.00% 1879 NA 1091 NA 0.00%
31 December 2023 100.00% 100.00% 0.00% 0.00% 1858 NA 1056 NA 1.18%