Payment account services | Help & support | YBS
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 - 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† |
| Sending money outside the UK | 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† |
| A direct debit, or allowing someone to collect one or more payments from your account using your debit card number | 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 |
| 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 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 January 2024 and 31 March 2024 | In the 12 months between 1 April 2023 and 31 March 2024 | |
|---|---|---|
| Total number of incidents reported | 2 | 4 |
| Incidents affecting telephone banking | 0 | 1 |
| Incidents affecting mobile banking | 0 | 2 |
| Incidents affecting internet banking | 2 | 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 March 2024 | Annual Interest rates payable for unarranged overdrafts on 31 March 2024 | Refused payment fee on 31 March 2024 |
|---|---|---|---|
| All Products | 0% | 0% | £0 |
| We do not offer current accounts. | |||
Information about overdraft pricing in the period between 1 January 2024 and 31 March 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 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1791 | 2203 | 1154 | NA | 0.32% |
| 02 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1858 | 2417 | 1190 | NA | 0.06% |
| 03 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1830 | 2303 | 1214 | NA | 0.09% |
| 04 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1843 | 2290 | 1193 | NA | 0.07% |
| 05 January 2024 | 100.00% | 95.17% | 100.00% | 0.00% | 4.83% | 0.00% | 0 | 1848 | 3184 | 1264 | NA | 0.00% |
| 06 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1830 | 2211 | 1165 | NA | 0.08% |
| 07 January 2024 | 100.00% | 87.73% | 100.00% | 0.00% | 12.27% | 0.00% | 0 | 1784 | 2439 | 1230 | NA | 28.39% |
| 08 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1828 | 2395 | 1240 | NA | 0.08% |
| 09 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1847 | 2618 | 1251 | NA | 1.01% |
| 10 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1816 | 2388 | 1276 | NA | 0.23% |
| 11 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1829 | 2427 | 1356 | NA | 0.09% |
| 12 January 2024 | 100.00% | 97.77% | 100.00% | 0.00% | 2.23% | 0.00% | 0 | 1836 | 2624 | 1302 | NA | 0.07% |
| 13 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1815 | 2443 | 1251 | NA | 0.10% |
| 14 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1800 | 2121 | 1175 | NA | 0.11% |
| 15 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1813 | 2566 | 1273 | NA | 0.26% |
| 16 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1797 | 2491 | 1220 | NA | 0.24% |
| 17 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1812 | 2416 | 1297 | NA | 0.00% |
| 18 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1810 | 2608 | 1199 | NA | 0.16% |
| 19 January 2024 | 100.00% | 97.03% | 100.00% | 0.00% | 2.97% | 0.00% | 0 | 1830 | 2709 | 1251 | NA | 0.09% |
| 20 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1839 | 2537 | 1137 | NA | 0.16% |
| 21 January 2024 | 100.00% | 99.63% | 100.00% | 0.00% | 0.37% | 0.00% | 0 | 1778 | 2102 | 1125 | NA | 0.18% |
| 22 January 2024 | 100.00% | 99.26% | 100.00% | 0.00% | 0.74% | 0.00% | 0 | 1797 | 2434 | 1207 | NA | 0.07% |
| 23 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1802 | 2383 | 1256 | NA | 0.00% |
| 24 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1811 | 2283 | 1209 | NA | 0.00% |
| 25 January 2024 | 100.00% | 99.63% | 100.00% | 0.00% | 0.37% | 0.00% | 0 | 1785 | 2333 | 1259 | NA | 0.17% |
| 26 January 2024 | 100.00% | 96.65% | 100.00% | 0.00% | 3.35% | 0.00% | 0 | 1810 | 2521 | 1271 | NA | 0.07% |
| 27 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1811 | 2204 | 1192 | NA | 0.28% |
| 28 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1770 | 2092 | 1159 | NA | 0.30% |
| 29 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1806 | 2307 | 1279 | NA | 0.31% |
| 30 January 2024 | 100.00% | 99.63% | 100.00% | 0.00% | 0.37% | 0.00% | 0 | 2727 | 2233 | 1219 | NA | 0.29% |
| 31 January 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0.00% | 0 | 3049 | 2259 | 1259 | NA | 0.16% | |
| 01 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1807 | 2571 | 1248 | NA | 0.18% |
| 02 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1794 | 2681 | 1316 | NA | 0.25% |
| 03 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1788 | 2336 | 1199 | NA | 0.10% |
| 04 February 2024 | 67.39% | 100.00% | 100.00% | 32.61% | 0% | 0.00% | 0 | 1788 | 2421 | 1152 | NA | 0.00% |
| 05 February 2024 | 95.68% | 100.00% | 100.00% | 4.32% | 0% | 0.00% | 0 | 1762 | 2472 | 1234 | NA | 0.08% |
| 06 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1778 | 2613 | 1240 | NA | 0.09% |
| 07 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1782 | 2494 | 1224 | NA | 0.25% |
| 08 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1770 | 2818 | 1230 | NA | 0.09% |
| 09 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1794 | 2795 | 1289 | NA | 0.24% |
| 10 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1796 | 2626 | 1202 | NA | 0.20% |
| 11 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1802 | 2449 | 1126 | NA | 0.08% |
| 12 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1762 | 2808 | 1255 | NA | 0.29% |
| 13 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1803 | 2900 | 1263 | NA | 0.18% |
| 14 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1777 | 2570 | 1270 | NA | 0.19% |
| 15 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1808 | 2342 | 1198 | NA | 0.09% |
| 16 February 2024 | 95.22% | 93.33% | 100.00% | 4.78% | 6.67% | 0.00% | 0 | 1797 | 2909 | 1235 | NA | 0.09% |
| 17 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1805 | 2392 | 1172 | NA | 0.00% |
| 18 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1806 | 2263 | 1144 | NA | 0.09% |
| 19 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1784 | 2581 | 1199 | NA | 0.09% |
| 20 February 2024 | 100.00% | 99.63% | 100.00% | 0.00% | 0.37% | 0.00% | 0 | 1820 | 2619 | 1274 | NA | 0.17% |
| 21 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1811 | 2651 | 1185 | NA | 0.18% |
| 22 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1797 | 2566 | 1179 | NA | 0.17% |
| 23 February 2024 | 100.00% | 96.75% | 100.00% | 0.00% | 3.25% | 0.00% | 0 | 1816 | 2776 | 1226 | NA | 0.00% |
| 24 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1787 | 2552 | 1088 | NA | 0.09% |
| 25 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1771 | 1891 | 1031 | NA | 0.09% |
| 26 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1841 | 2749 | 1121 | NA | 0.18% |
| 27 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1828 | 2325 | 1079 | NA | 0.09% |
| 28 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1839 | 2649 | 1144 | NA | 0.00% |
| 29 February 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1829 | 2575 | 1197 | NA | 0.00% |
| 01 March 2024 | 95.80% | 100.00% | 100.00% | 4.20% | 0% | 0.00% | 0 | 1845 | 2494 | 1178 | NA | 0.09% |
| 02 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1836 | 2381 | 1067 | NA | 0.10% |
| 03 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1795 | 2333 | 1077 | NA | 0.00% |
| 04 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1767 | 2340 | 1108 | NA | 0.19% |
| 05 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1794 | 2564 | 1134 | NA | 0.09% |
| 06 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1752 | 2418 | 1157 | NA | 0.00% |
| 07 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1822 | 2261 | 1102 | NA | 0.00% |
| 08 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1831 | 2217 | 1160 | NA | 0.00% |
| 09 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1802 | 2331 | 1063 | NA | 0.00% |
| 10 March 2024 | 60.87% | 100.00% | 100.00% | 39.13% | 0% | 0.00% | 0 | 1768 | 2722 | 1056 | NA | 0.00% |
| 11 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 0 | 1774 | 2304 | 1081 | NA | 0.00% |
| 12 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 3156 | 1757 | 2772 | 1065 | NA | 0.00% |
| 13 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 3170 | 1791 | 2370 | 1103 | NA | 0.30% |
| 14 March 2024 | 98.19% | 100.00% | 100.00% | 1.81% | 0% | 0.00% | 3135 | 1767 | 2704 | 1138 | NA | 0.30% |
| 15 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 3164 | 1760 | 2652 | 1126 | NA | 0.20% |
| 16 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 3355 | 1802 | 2261 | 1060 | NA | 0.10% |
| 17 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 3308 | 1734 | 1951 | 1026 | NA | 0.00% |
| 18 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 3083 | 1740 | 2462 | 1048 | NA | 0.10% |
| 19 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 3204 | 1747 | 2617 | 1101 | NA | 0.00% |
| 20 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 3229 | 1776 | 2546 | 1107 | NA | 0.29% |
| 21 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 3091 | 1722 | 2672 | 1056 | NA | 0.30% |
| 22 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 3107 | 1759 | 2552 | 1108 | NA | 0.00% |
| 23 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 3120 | 1741 | 2153 | 1048 | NA | 0.00% |
| 24 March 2024 | 100.00% | 99.63% | 100.00% | 0.00% | 0.37% | 0.00% | 4150 | 1761 | 2042 | 1063 | NA | 0.00% |
| 25 March 2024 | 100.00% | 99.63% | 100.00% | 0.00% | 0.37% | 0.00% | 3104 | 1762 | 2400 | 1054 | NA | 0.00% |
| 26 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 3137 | 1746 | 2665 | 1091 | NA | 0.10% |
| 27 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 3310 | 1770 | 2442 | 1077 | NA | 0.00% |
| 28 March 2024 | 100.00% | 99.63% | 100.00% | 0.00% | 0.37% | 0.00% | 3230 | 1779 | 2343 | 1034 | NA | 0.18% |
| 29 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 3299 | 1721 | 2534 | 1130 | NA | 0.10% |
| 30 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 3193 | 1763 | 2300 | 1030 | NA | 0.00% |
| 31 March 2024 | 100.00% | 100.00% | 100.00% | 0.00% | 0% | 0.00% | 3689 | 1746 | 2153 | 1106 | NA | 0.00% |
Please note: due to system issues between 1 January and 11 March some 'average response' data is missing.