Information about payment account services

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 to 5pm Monday to Friday 9am to 1pm Saturday

Closed Sunday and Bank and Public Holidays
Not possible† Not possible†
Sending money within the UK, including setting up a standing order No

9am to 5pm Monday to Friday 9am to 1pm Saturday

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

9am to 5pm Monday to Friday 9am to 1pm Saturday

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

9am to 5pm Monday to Friday 9am to 1pm Saturday

Closed Sunday and Bank and Public Holidays
Not possible† Not possible†
Cash withdrawal in a foreign currency outside the UK No

9am to 5pm Monday to Friday 9am to 1pm Saturday

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 to 5pm Monday to Friday 9am to 1pm Saturday

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 to 5pm Monday to Friday 9am to 1pm Saturday

Closed Sunday and Bank and Public Holidays
Not possible† Not possible†
Problems using internet banking or mobile banking No

9am to 5pm Monday to Friday 9am to 1pm Saturday

Closed Sunday and Bank and Public Holidays
Not possible† Not possible†
Reporting a suspected fraudulent incident or transaction No

9am to 5pm Monday to Friday 9am to 1pm Saturday

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 to 5pm Monday to Friday 9am to 1pm Saturday

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 to 5pm Monday to Friday 9am to 1pm Saturday

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 2025 and 30 September 2025 In the 12 months between 1 October 2024 and 30 September 2025
Total number of incidents reported 0 2
Incidents affecting telephone banking 0 0
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 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 2025 Annual Interest rates payable for unarranged overdrafts on 30 September 2025 Refused payment fee on 30 September 2025
All Products 0% 0% £0
We do not offer current accounts.

Information about overdraft pricing in the period between 1 July 2025 and 30 September 2025

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 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3139 1445 2364 1132 NA 0.72%
02 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3158 1443 2285 1070 NA 0.69%
03 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3103 1437 2317 1096 NA 0.74%
04 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3110 1438 2257 1117 NA 0.96%
05 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3090 1438 2226 1087 NA 1.12%
06 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3129 1399 2556 1151 NA 0.83%
07 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3135 1429 2322 1113 NA 0.91%
08 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 4079 1439 2522 1145 NA 0.63%
09 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3213 1450 2203 1134 NA 0.82%
10 July 2025 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 3512 1433 2254 1122 NA 0.66%
11 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3022 1448 2296 1140 NA 0.97%
12 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3250 1439 2277 1191 NA 2.56%
13 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3457 1457 2418 1131 NA 3.74%
14 July 2025 100.00% 99.85% 100.00% 0.00% 0.15% 0.00% 3382 1466 2541 1164 NA 0.91%
15 July 2025 100.00% 99.70% 100.00% 0.00% 0.30% 0.00% 3222 1442 2274 1126 NA 0.94%
16 July 2025 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 3117 1431 2580 1153 NA 0.60%
17 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3181 1425 2206 1078 NA 0.87%
18 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3093 1431 2357 1131 NA 0.64%
19 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3294 1467 2321 1144 NA 0.74%
20 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3359 1440 2384 1130 NA 0.69%
21 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3034 1421 2288 1117 NA 0.69%
22 July 2025 100.00% 94.80% 100.00% 0.00% 5.20% 0.00% 3191 1442 2288 1123 NA 0.37%
23 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3126 1435 2307 1140 NA 0.37%
24 July 2025 100.00% 99.26% 100.00% 0.00% 0.74% 0.00% 3151 1428 2269 1112 NA 1.08%
25 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3188 1448 2414 1141 NA 0.62%
26 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3281 1437 2300 1132 NA 0.21%
27 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3144 1422 2429 1147 NA 0.21%
28 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3190 1427 2566 1166 NA 0.51%
29 July 2025 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 3873 1446 2420 1161 NA 0.30%
30 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3223 1442 2234 1058 NA 0.47%
31 July 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3266 1484 2230 1139 NA 0.56%
01 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 4483 1555 2268 1132 NA 0.71%
02 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3557 1458 2367 1115 NA 0.73%
03 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3165 1424 2423 1100 NA 0.26%
04 August 2025 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 3131 1450 2268 1114 NA 0.26%
05 August 2025 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 3351 1451 2274 1093 NA 0.42%
06 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3582 1440 2235 1099 NA 0.32%
07 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3425 1453 2196 1092 NA 0.21%
08 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3255 1461 2288 1087 NA 0.41%
09 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 4127 1436 2415 1121 NA 0.26%
10 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3153 1426 2379 1089 NA 0.52%
11 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3207 1432 2196 1045 NA 0.31%
12 August 2025 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 3269 1441 2209 1082 NA 0.42%
13 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3276 1438 2332 1043 NA 0.32%
14 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3211 1421 2392 1060 NA 0.21%
15 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3100 1438 2218 1109 NA 0.36%
16 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3226 1435 2212 1055 NA 0.26%
17 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3191 1413 2254 1067 NA 0.30%
18 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3203 1430 2233 1141 NA 0.52%
19 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3311 1429 2166 1149 NA 0.97%
20 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3335 1434 2365 1106 NA 0.84%
21 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3352 1454 2145 1113 NA 0.72%
22 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3179 1430 2354 1172 NA 0.92%
23 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 6211 1437 2525 1285 NA 0.56%
24 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3278 1419 2619 1337 NA 0.82%
25 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3249 1424 2165 1197 NA 0.56%
26 August 2025 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 3599 1440 2211 1195 NA 0.56%
27 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3293 1441 2101 1116 NA 0.72%
28 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3325 1452 2083 1127 NA 0.58%
29 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3127 1451 2159 1220 NA 0.57%
30 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3184 1448 2136 1140 NA 0.53%
31 August 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3252 1429 2261 1144 NA 0.84%
01 September 2025 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 287 1505 2352 1202 NA 0.84%
02 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 253 1461 2204 1168 NA 0.65%
03 September 2025 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 252 1453 2221 1137 NA 0.74%
04 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 260 1458 2139 1120 NA 0.78%
05 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 246 1445 2260 1244 NA 0.49%
06 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 290 1431 2251 1161 NA 0.57%
07 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 268 1421 2788 1179 NA 0.70%
08 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 258 1439 2236 1173 NA 0.78%
09 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 245 1455 2117 1174 NA 0.50%
10 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 253 1467 2002 1056 NA 0.58%
11 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 273 1485 2137 1079 NA 0.59%
12 September 2025 100.00% 97.03% 100.00% 0.00% 2.97% 0.00% 269 1459 2296 1193 NA 0.57%
13 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 257 1458 2270 1133 NA 0.93%
14 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 257 1429 2078 1138 NA 0.85%
15 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 264 1459 2180 1117 NA 0.62%
16 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 254 1456 2220 1185 NA 0.50%
17 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 245 1416 2108 1124 NA 0.66%
18 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 258 1458 2157 1118 NA 0.90%
19 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 254 1452 2198 1117 NA 0.91%
20 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 287 1443 2187 1117 NA 0.91%
21 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 258 1420 2151 1163 NA 0.42%
22 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 309 1447 2229 1141 NA 0.77%
23 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 262 1472 2207 1187 NA 0.35%
24 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 268 1459 2108 1084 NA 0.36%
25 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 284 1505 2022 1109 NA 0.42%
26 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 316 1497 2087 1173 NA 0.41%
27 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 284 1464 2475 1141 NA 0.75%
28 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 258 1437 2178 1144 NA 1.04%
29 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 265 1470 2106 1108 NA 0.35%
30 September 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 273 1471 2481 1161 NA 0.35%