Our personal payment accounts are:

  • YBS 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 1200 100*    
Checking the balance and accessing a transaction history No

9am - 5pm Mon-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-Fri 9am - 1pm Sat

Closed Sunday and Bank and Public Holidays
Not possible† Not possible†
Paying in a cheque No

9am - 5pm Mon-Fri 9am - 1pm Sat

Closed Sunday and Bank and Public Holidays
Not possible† Not possible†
Cancelling a cheque No

9am - 5pm Mon-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-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-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-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-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-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-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-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 or queries you can raise in one of our branches or agencies.


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 1200 100*
24 hours
23 hours†† 23 hours††
Accessing a transaction history 0345 1200 100*
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†† 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 or actions you can take in one of our branches or agencies.

* 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.

† 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 our website and send us a secure message. The secure message function is not available within our app.

†† Routine maintenance is performed daily between 3.00am – 4.00am 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 2024 and 30 September 2024 In the 12 months between 1 October 2023 and 30 September 2024
Total number of incidents reported 2 4
Incidents affecting telephone banking 0 0
Incidents affecting mobile banking 0 0
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 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 2024 Annual Interest rates payable for unarranged overdrafts on 30 September 2024 Refused payment fee on 30 September 2024
All Products 0% 0% £0
We do not offer current accounts.



Information about overdraft pricing in the period between 1 July 2024 and 30 September 2024

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 (%) App Uptime (%) API Uptime (%) Internet Banking Downtime (%) App Downtime (%) API Downtime (%) Web Average Response Time (millisecs) App Average Response Time (millisecs) Average PISP response Time (millisecs) Average AISP response Time (millisecs) Average CBPII response Time (millisecs) Error response rate (%)
01 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3550 1800 1598 1403 NA 0.00%
02 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3356 1824 1780 1254 NA 0.10%
03 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3068 1735 1940 1346 NA 0.20%
04 July 24 100.00% 99.34% 100.00% 0.00% 0.66% 0.00% 4024 1934 1891 1383 NA 0.20%
05 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2949 1746 1832 1344 NA 0.00%
06 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3065 1729 1865 1316 NA 0.00%
07 July 24 100.00% 93.36% 100.00% 0.00% 6.64% 0.00% 3650 1703 8540 1283 NA 0.11%
08 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3671 1781 1825 1173 NA 0.20%
09 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3164 1794 1748 1164 NA 0.27%
10 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3180 1817 1876 1171 NA 0.09%
11 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3215 1795 1913 1214 NA 0.00%
12 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2979 1770 1856 1273 NA 0.00%
13 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3120 1764 1946 1246 NA 0.00%
14 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3110 1754 1641 1306 NA 0.11%
15 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3073 1805 1755 1254 NA 0.00%
16 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3116 1754 1815 1247 NA 0.00%
17 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3276 1762 1931 1256 NA 0.00%
18 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3172 1748 1920 1169 NA 0.00%
19 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3013 1742 1907 1222 NA 0.00%
20 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3446 1753 2047 1265 NA 0.11%
21 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3156 1716 2007 1233 NA 0.11%
22 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3072 1745 1758 1133 NA 0.32%
23 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3224 1765 1869 1090 NA 0.21%
24 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3085 1751 1915 1166 NA 0.00%
25 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3113 1761 1974 1198 NA 0.11%
26 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3238 1848 1908 1180 NA 0.00%
27 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3246 1791 1738 1198 NA 0.22%
28 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3081 1730 1974 1253 NA 0.45%
29 July 24 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 3146 1741 1816 1132 NA 0.00%
30 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3049 1770 2036 1140 NA 1.25%
31 July 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3113 1751 1811 1152 NA 0.32%
01 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3403 1759 1629 1217 NA 0.00%
02 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3778 1817 1812 1182 NA 0.00%
03 August 24 94.13% 100.00% 100.00% 5.87% 0.00% 0.00% 3068 1735 2017 1202 NA 0.07%
04 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 4024 1934 1977 1253 NA 0.08%
05 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2958 1672 1939 1696 NA 0.07%
06 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3358 1648 1764 1572 NA 0.00%
07 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2964 1596 1821 1759 NA 0.09%
08 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3022 1581 1642 1982 NA 0.00%
09 August 24 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 3149 1587 2002 1906 NA 0.00%
10 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3143 1615 1949 1737 NA 0.11%
11 August 24 97.83% 100.00% 100.00% 2.17% 0.00% 0.00% 3127 1560 1972 1179 NA 0.33%
12 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3115 1581 1761 1079 NA 0.00%
13 August 24 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 3055 1593 1753 1129 NA 0.00%
14 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3271 1577 1838 1179 NA 0.30%
15 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3121 1588 1962 1185 NA 0.00%
16 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3082 1594 1955 1222 NA 0.21%
17 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3137 1595 1889 1185 NA 0.08%
18 August 24 100.00% 98.02% 100.00% 0.00% 1.98% 0.00% 3070 1563 2197 1288 NA 0.08%
19 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3177 1575 2031 1111 NA 0.07%
20 August 24 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 3158 1579 2209 1115 NA 0.07%
21 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3416 1584 1928 1225 NA 0.27%
22 August 24 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 3009 1577 1933 1175 NA 0.07%
23 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3106 1612 2172 1165 NA 0.00%
24 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3094 1648 1938 1277 NA 0.07%
25 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3023 1598 1699 1249 NA 0.22%
26 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3290 1609 1825 1168 NA 0.14%
27 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3335 1579 1588 1111 NA 0.08%
28 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3164 1622 2022 1160 NA 0.23%
29 August 24 89.93% 100.00% 100.00% 10.07% 0.00% 0.00% 2932 1743 1787 1189 NA 0.14%
30 August 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3105 1794 1956 1176 NA 0.09%
31 August 24 100.00% 99.63% 100.00% 0.00% 0.00% 0.00% 3153 1756 1769 1182 NA 0.05%
01 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3306 1795 1752 1204 NA 0.21%
02 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3772 1742 1717 1181 NA 0.30%
03 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3068 1735 1798 1151 NA 0.08%
04 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3066 1741 1787 1387 NA 0.13%
05 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3127 1768 1768 1209 NA 0.00%
06 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3194 1760 1893 1241 NA 0.22%
07 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3222 1787 1985 1298 NA 0.20%
08 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3121 1773 1965 1214 NA 0.00%
09 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3145 1795 1870 1135 NA 0.06%
10 September 24 100.00% 99.26% 100.00% 0.00% 0.74% 0.00% 3124 1774 1843 1267 NA 0.00%
11 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3191 1737 1714 1191 NA 0.13%
12 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3208 1787 1831 1184 NA 0.00%
13 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3202 1790 1675 1214 NA 0.19%
14 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3285 1757 1903 1170 NA 0.00%
15 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3087 1709 1889 1313 NA 0.23%
16 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3090 1733 1829 1246 NA 0.15%
17 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3161 1768 2008 1167 NA 0.12%
18 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3164 1751 1707 1327 NA 0.04%
19 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3247 1790 1747 1201 NA 0.23%
20 September 24 100.00% 91.48% 100.00% 0.00% 8.52% 0.00% 3126 1759 1845 1196 NA 0.09%
21 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3269 1753 1951 1276 NA 0.18%
22 September 24 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 3038 1712 1734 1217 NA 0.14%
23 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3097 1741 1742 1178 NA 0.11%
24 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3534 1753 1726 1226 NA 0.05%
25 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3119 1749 1692 1183 NA 0.23%
26 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3220 1752 1838 1179 NA 0.11%
27 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3228 1763 1792 1148 NA 0.06%
28 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3058 1770 1627 1212 NA 0.28%
29 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3115 1730 1812 1167 NA 0.00%
30 September 24 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3331 1758 1789 1259 NA 0.13%