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 April 2024 and 30 June 2024 In the 12 months between 1 July 2023 and 30 June 2024
Total number of incidents reported 0 4
Incidents affecting telephone banking 0 1
Incidents affecting mobile banking 0 2
Incidents affecting internet banking 0 4

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 June 2024 Annual Interest rates payable for unarranged overdrafts on 30 June 2024 Refused payment fee on 30 June 2024
All Products 0% 0% £0
We do not offer current accounts.



Information about overdraft pricing in the period between 1 April 2024 and 30 June 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 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3063 1741 2245 1162 NA 0.00%
02 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3157 1754 2825 1071 NA 0.10%
03 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3159 1749 2427 1081 NA 0.20%
04 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3077 1732 2576 1114 NA 0.20%
05 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3206 1753 2938 1117 NA 0.00%
06 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3104 1702 2314 1047 NA 0.00%
07 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3154 1703 2265 1044 NA 0.11%
08 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3141 1760 2762 1072 NA 0.20%
09 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3091 1775 2200 1066 NA 0.27%
10 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3192 1754 1909 1062 NA 0.09%
11 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3151 1742 2728 1085 NA 0.00%
12 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3156 1783 2727 1057 NA 0.00%
13 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3275 1753 2530 1050 NA 0.00%
14 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3247 1746 2153 1068 NA 0.11%
15 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3348 1785 2391 1070 NA 0.00%
16 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3481 1803 2377 1111 NA 0.00%
17 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3677 1821 2431 1065 NA 0.00%
18 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3220 1773 2788 1178 NA 0.00%
19 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3082 1776 2542 1085 NA 0.00%
20 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3146 1753 2154 1108 NA 0.11%
21 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3187 1718 2259 1081 NA 0.11%
22 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3156 1742 2434 1094 NA 0.32%
23 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3214 1747 2352 1045 NA 0.21%
24 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3062 1792 2788 1122 NA 0.00%
25 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3270 1842 2698 1091 NA 0.11%
26 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3140 1805 2413 1087 NA 0.00%
27 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3109 1732 2150 1122 NA 0.22%
28 April 2024 100.00% 100.00% 98.88% 0.00% 0.00% 1.12% 3344 1736 2152 1084 NA 0.45%
29 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3125 1735 2267 1079 NA 0.00%
30 April 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3394 1785 2556 1139 NA 1.25%
01 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3121 1739 2776 1071 NA 0.32%
02 May 2024 100.00% 100.00% 99.63% 0.00% 0.00% 0.37% 3054 1715 2521 1101 NA 0.00%
03 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3068 1735 2505 1102 NA 0.00%
04 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3006 1784 2288 1000 NA 0.07%
05 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3227 1773 2137 1017 NA 0.08%
06 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3063 1765 2258 1001 NA 0.07%
07 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3229 1731 2386 1028 NA 0.00%
08 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3121 1749 2424 978 NA 0.09%
09 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3107 1785 2507 1012 NA 0.00%
10 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3188 1764 2709 1066 NA 0.00%
11 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3248 1738 2236 1063 NA 0.11%
12 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3355 1747 2191 1041 NA 0.33%
13 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3209 1748 2460 1047 NA 0.00%
14 May 2024 100.00% 100.00% 99.26% 0.00% 0.00% 0.74% 3162 1765 2414 1057 NA 0.00%
15 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3128 1764 2520 1071 NA 0.30%
16 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3037 1781 3007 1527 NA 0.00%
17 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3211 1785 2586 1094 NA 0.21%
18 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3177 1802 3044 1154 NA 0.08%
19 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3227 1741 2189 1035 NA 0.08%
20 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3182 1740 2608 1043 NA 0.07%
21 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3056 1772 2170 1004 NA 0.07%
22 May 2024 100.00% 100.00% 99.63% 0.00% 0.00% 0.37% 3182 1748 2432 1022 NA 0.27%
23 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3141 1744 2673 1049 NA 0.07%
24 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3071 1766 2711 1111 NA 0.00%
25 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3206 1778 2339 1040 NA 0.07%
26 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3968 1795 2251 1096 NA 0.22%
27 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3297 1773 2306 1017 NA 0.14%
28 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3077 1762 2662 1035 NA 0.08%
29 May 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3033 1746 2529 1034 NA 0.23%
30 May 2024 89.93% 100.00% 100.00% 10.07% 0.00% 0.00% 3090 1760 2630 1013 NA 0.14%
31 May 2024 100.00% 100.00% 96.30% 0.00% 0.00% 3.70% 3345 1757 2980 1070 NA 0.09%
01 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3396 1784 2069 992 NA 0.05%
02 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3778 1824 1998 1058 NA 0.21%
03 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3068 1735 2349 996 NA 0.30%
04 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3031 1731 2404 1004 NA 0.08%
05 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3399 1739 2296 1049 NA 0.13%
06 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3200 1738 2501 1059 NA 0.00%
07 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3143 1742 2401 1024 NA 0.22%
08 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3115 1752 2103 1049 NA 0.20%
09 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3229 1711 1985 1072 NA 0.00%
10 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3050 1736 2288 966 NA 0.06%
11 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3051 1767 2391 1056 NA 0.00%
12 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3113 1736 2538 1073 NA 0.13%
13 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3943 1753 2541 1016 NA 0.00%
14 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3055 1816 2433 1024 NA 0.19%
15 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3102 1783 2168 1023 NA 0.00%
16 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3011 1720 2201 1088 NA 0.23%
17 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3155 1726 2529 1021 NA 0.15%
18 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2996 1751 2290 1001 NA 0.12%
19 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3064 1754 2289 949 NA 0.04%
20 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3024 1781 2284 1019 NA 0.23%
21 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3055 1770 2670 1029 NA 0.09%
22 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3128 1736 2164 1044 NA 0.18%
23 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3037 1731 2245 1010 NA 0.14%
24 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3022 1776 2347 950 NA 0.11%
25 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2962 1801 2380 1007 NA 0.05%
26 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3021 1768 2341 1001 NA 0.23%
27 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3432 1787 2586 982 NA 0.11%
28 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3130 1793 2467 1033 NA 0.06%
29 June 2024 100.00% 100.00% 99.63% 0.00% 0.00% 0.37% 3096 1810 2169 1047 NA 0.28%
30 June 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 4282 1740 2277 1027 NA 0.00%
Please note: due to system issues between 1 January and 11 March some 'average response' data is missing.