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 April 2025 and 30 June 2025 In the 12 months between 1 July 2024 and 30 June 2025
Total number of incidents reported 0 4
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 June 2025 Annual Interest rates payable for unarranged overdrafts on 30 June 2025 Refused payment fee on 30 June 2025
All Products 0% 0% £0
We do not offer current accounts.

Information about overdraft pricing in the period between 1 April 2025 and 30 June 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 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3077 1423 2653 1192 NA 0.34%
02 April 2025 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 3120 1488 2919 1221 NA 0.22%
03 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3404 1450 2926 1152 NA 0.09%
04 April 2025 100.00% 97.03% 100.00% 0.00% 2.97% 0.00% 3252 1449 2846 1137 NA 0.07%
05 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3168 1434 2376 1177 NA 0.16%
06 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3082 2145 2504 1198 NA 0.13%
07 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3423 1459 3183 1124 NA 0.29%
08 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3237 1501 3113 1194 NA 0.09%
09 April 2025 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 3150 1418 2906 1215 NA 0.18%
10 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3244 1421 2757 1134 NA 0.06%
11 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3215 1456 3636 1120 NA 0.19%
12 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3170 1394 2634 1105 NA 0.19%
13 April 2025 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 3232 1462 2779 1034 NA 0.25%
14 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3484 1435 3271 1062 NA 0.35%
15 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3101 1425 3336 1019 NA 0.16%
16 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3093 1517 2976 992 NA 0.25%
17 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3220 1468 3182 1024 NA 0.12%
18 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3135 1428 3005 1050 NA 0.09%
19 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3292 1425 3065 1043 NA 0.14%
20 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3304 1490 2582 1014 NA 0.11%
21 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3216 1452 2739 1024 NA 0.16%
22 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3319 1463 2942 1012 NA 0.16%
23 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3356 1465 3129 979 NA 0.09%
24 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3333 1494 3409 1044 NA 0.18%
25 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3265 1420 3205 1066 NA 0.12%
26 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3320 1519 2615 1084 NA 0.05%
27 April 2025 100.00% 93.31% 100.00% 0.00% 6.69% 0.00% 3281 1402 2807 1183 NA 0.12%
28 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3335 1413 3219 1242 NA 0.16%
29 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3119 1443 3149 1202 NA 0.12%
30 April 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3124 1477 3054 1129 NA 0.03%
01 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3290 1423 2991 1258 NA 0.24%
02 May 2025 100.00% 98.19% 100.00% 0.00% 1.81% 0.00% 3431 1408 3669 1203 NA 0.09%
03 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3137 1423 3053 1197 NA 0.14%
04 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3326 1416 2876 1238 NA 0.14%
05 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3203 1429 2747 1213 NA 0.12%
06 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 5105 1448 3995 1151 NA 0.30%
07 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3130 1418 2894 1137 NA 0.07%
08 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3084 1436 3101 1179 NA 0.14%
09 May 2025 100.00% 99.55% 100.00% 0.00% 0.45% 0.00% 3091 1431 3263 1205 NA 0.25%
10 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3097 1436 3251 1200 NA 0.27%
11 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3100 1434 2748 1542 NA 0.07%
12 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3383 1394 3080 1221 NA 0.21%
13 May 2025 100.00% 99.55% 100.00% 0.00% 0.45% 0.00% 3539 1420 3054 1124 NA 0.14%
14 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3026 1435 2853 1095 NA 0.19%
15 May 2025 91.92% 100.00% 100.00% 8.08% 0.00% 0.00% 3109 1434 3332 1168 NA 0.16%
16 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3909 1508 3239 1208 NA 0.22%
17 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3134 1487 2954 1190 NA 0.07%
18 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3040 1420 2602 1187 NA 0.15%
19 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3000 1435 2877 1218 NA 0.09%
20 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3045 1411 2702 1097 NA 1.82%
21 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3446 1470 2782 1154 NA 2.06%
22 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2983 1447 2923 1188 NA 2.23%
23 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3036 1424 3177 1166 NA 2.58%
24 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3081 1433 2845 1207 NA 1.23%
25 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3060 1475 2415 1212 NA 1.07%
26 May 2025 100.00% 99.55% 100.00% 0.00% 0.45% 0.00% 2940 1420 2298 1179 NA 1.05%
27 May 2025 92.47% 95.83% 100.00% 7.53% 4.17% 0.00% 2999 1405 2750 1110 NA 1.41%
28 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3108 1421 2289 1167 NA 1.06%
29 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3072 1424 2558 1161 NA 0.63%
30 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3038 1418 2351 963 NA 0.99%
31 May 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3021 1410 2475 1041 NA 1.14%
01 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3136 1458 2246 1018 NA 0.68%
02 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3013 1484 2851 1038 NA 0.79%
03 June 2025 100.00% 99.09% 100.00% 0.00% 0.91% 0.00% 5080 1421 2638 1025 NA 0.86%
04 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3242 1419 2274 1017 NA 1.01%
05 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3145 1524 2423 1002 NA 1.14%
06 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3115 1500 2238 1124 NA 0.78%
07 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3074 1422 2460 1283 NA 1.29%
08 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3092 1396 2973 992 NA 1.01%
09 June 2025 100.00% 99.09% 100.00% 0.00% 0.91% 0.00% 3156 1472 2213 1024 NA 0.76%
10 June 2025 100.00% 99.55% 100.00% 0.00% 0.45% 0.00% 3042 1511 2634 1065 NA 0.94%
11 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3093 1425 2543 1061 NA 0.87%
12 June 2025 100.00% 99.55% 100.00% 0.00% 0.45% 0.00% 3158 1430 3100 1059 NA 1.05%
13 June 2025 100.00% 92.29% 100.00% 0.00% 7.71% 0.00% 3059 1485 2679 1027 NA 1.06%
14 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3207 1421 2420 977 NA 0.93%
15 June 2025 100.00% 99.73% 100.00% 0.00% 0.27% 0.00% 3270 1436 2159 1041 NA 1.09%
16 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3043 1426 2839 1005 NA 0.92%
17 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3178 1438 2450 1035 NA 0.67%
18 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3156 1418 2266 1034 NA 0.75%
19 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3125 1461 2661 1022 NA 1.53%
20 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3067 1445 2795 983 NA 1.22%
21 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3722 1399 2585 963 NA 1.24%
22 June 2025 100.00% 97.28% 100.00% 0.00% 2.72% 0.00% 3207 1446 2176 963 NA 0.89%
23 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3437 1430 2451 937 NA 1.07%
24 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3000 1505 2537 1014 NA 0.73%
25 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3167 1473 2834 1004 NA 0.78%
26 June 2025 91.30% 98.19% 100.00% 8.70% 1.81% 0.00% 3379 1424 2582 951 NA 0.87%
27 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3659 1493 2472 1012 NA 0.80%
28 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3161 1409 2523 1001 NA 0.88%
29 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 5283 1430 2453 1073 NA 0.55%
30 June 2025 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 4312 1426 2633 1058 NA 0.67%