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Payment account services | Help & support | YBS

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 October 2024 and 31 December 2024 In the 12 months between 1 January 2024 and 31 December 2024
Total number of incidents reported 0 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 31 December 2024 Annual Interest rates payable for unarranged overdrafts on 31 December 2024 Refused payment fee on 31 December 2024
All Products 0% 0% £0
We do not offer current accounts.



Information about overdraft pricing in the period between 1 October 2024 and 31 December 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 October 2024 100.0 100.00% 100.00% 0.00% 0.00% 0.00% 3408 1767 2570 998 NA 0.16%
02 October 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3251 1726 2403 1032 NA 0.04%
03 October 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3299 1687 2520 1077 NA 0.05%
04 October 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3069 1715 2769 1065 NA 0.17%
05 October 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3127 1768 2870 1073 NA 0.21%
06 October 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3194 1760 2198 986 NA 0.17%
07 October 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3057 1745 2301 1001 NA 0.08%
08 October 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3077 1733 2408 1068 NA 0.35%
09 October 2024 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 3017 1770 2550 1095 NA 0.00%
10 October 2024 100.00% 99.26% 100.00% 0.00% 0.74% 0.00% 3483 1711 2534 1089 NA 0.00%
11 October 2024 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 4156 1727 3362 1080 NA 0.06%
12 October 2024 100.00% 98.88% 100.00% 0.00% 1.12% 0.00% 3221 1732 2424 1071 NA 0.06%
13 October 2024 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 3217 1707 2228 1160 NA 0.00%
14 October 2024 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 3268 1719 2655 1101 NA 0.00%
15 October 2024 100.00% 98.14% 100.00% 0.00% 1.86% 0.00% 3275 1746 2571 1156 NA 0.85%
16 October 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3267 1720 3018 1052 NA 0.07%
17 October 2024 100.00% 98.88% 100.00% 0.00% 1.12% 0.00% 3443 1730 2908 1056 NA 0.06%
18 October 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3029 1770 2678 1081 NA 0.00%
19 October 2024 100.00% 98.14% 100.00% 0.00% 1.86% 0.00% 3116 1703 2417 1004 NA 0.11%
20 October 2024 100.00% 99.63% 100.00% 0.00% 0.37% 0.00% 3094 1688 2154 1011 NA 0.00%
21 October 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3087 1716 2386 1087 NA 0.07%
22 October 2024 100.00% 99.26% 100.00% 0.00% 0.74% 0.00% 4699 1736 2633 1111 NA 0.08%
23 October 2024 100.00% 99.26% 100.00% 0.00% 0.74% 0.00% 3099 1709 2523 1124 NA 0.00%
24 October 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3116 1748 2639 1174 NA 0.44%
25 October 2024 93.41% 100.00% 100.00% 6.59% 0.00% 0.00% 3120 1732 2735 1058 NA 0.28%
26 October 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3107 1726 2230 1009 NA 0.10%
27 October 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3125 1652 2462 945 NA 0.07%
28 October 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3163 1695 2485 1032 NA 0.10%
29 October 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3223 1713 2542 1029 NA 0.14%
30 October 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3093 1714 2406 1088 NA 0.08%
31 October 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3160 1735 2550 1119 NA 0.00%
01 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3302 1694 2515 998 NA 0.05%
02 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3219 1711 2577 951 NA 0.11%
03 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3105 1714 2418 991 NA 0.10%
04 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3069 1715 2302 1028 NA 0.07%
05 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3171 1704 2614 1021 NA 0.13%
06 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3181 1739 2572 1092 NA 0.06%
07 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3061 1716 2405 1049 NA 0.05%
08 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3089 1723 2703 1032 NA 0.04%
09 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3252 1696 2276 1055 NA 2.96%
10 November 2024 100.00% 86.20% 100.00% 0.00% 13.80% 0.00% 3201 1684 2134 1037 NA 0.00%
11 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3049 1712 2384 1084 NA 0.11%
12 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2947 1719 2512 1071 NA 0.14%
13 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3048 1727 2332 1043 NA 0.00%
14 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3077 1733 2410 1163 NA 0.06%
15 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3126 1743 2275 1058 NA 0.00%
16 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3070 1718 2336 986 NA 0.00%
17 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3045 1685 2258 1068 NA 0.00%
18 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2868 1680 2311 1052 NA 0.06%
19 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3073 1681 2203 1177 NA 0.08%
20 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3121 1727 2370 1104 NA 0.07%
21 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3283 1699 2151 983 NA 0.06%
22 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3465 1700 2590 1122 NA 0.20%
23 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3202 1678 2454 1053 NA 0.06%
24 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2968 1678 2078 1032 NA 0.15%
25 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2996 1691 2493 1010 NA 0.10%
26 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3106 1741 2384 1048 NA 0.07%
27 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3240 1680 2408 1054 NA 0.15%
28 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3138 1693 2578 1159 NA 0.00%
29 November 2024 100.00% 98.51% 100.00% 0.00% 1.49% 0.00% 3081 1665 2634 1046 NA 0.05%
30 November 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3183 1671 2332 1024 NA 0.00%
01 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3302 1427 2112 1035 NA 0.13%
02 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3219 1446 2304 1020 NA 0.07%
03 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3103 1434 2333 970 NA 0.09%
04 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2942 1423 2218 1107 NA 0.00%
05 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3022 1423 2326 1066 NA 0.10%
06 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3094 1441 2241 1117 NA 0.00%
07 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3121 1441 2659 1056 NA 0.00%
08 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3491 1420 2329 1022 NA 0.09%
09 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3124 1446 2512 1010 NA 0.00%
10 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3065 1442 2793 1114 NA 0.07%
11 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3170 1432 2275 1082 NA 0.18%
12 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3129 1453 2583 1118 NA 0.17%
13 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3050 1454 2620 1088 NA 0.07%
14 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3338 1447 2165 1059 NA 0.00%
15 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3259 1425 2372 1019 NA 0.00%
16 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3113 1436 2391 1100 NA 0.06%
17 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3494 1443 2300 1107 NA 0.07%
18 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3119 1442 2378 1019 NA 0.02%
19 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3951 1449 2769 1116 NA 0.00%
20 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2953 1440 2658 1224 NA 0.41%
21 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3283 1425 2347 1140 NA 0.22%
22 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3080 1423 2262 1132 NA 0.00%
23 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3056 1447 2202 1115 NA 0.19%
24 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3189 1450 2212 1261 NA 0.00%
25 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3629 1525 2246 1113 NA 0.00%
26 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3223 1440 2201 1134 NA 0.12%
27 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 2940 1423 2742 1213 NA 0.00%
28 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3222 1427 2389 1075 NA 0.00%
29 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3054 1415 2286 1103 NA 0.30%
30 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3057 1423 2370 1136 NA 0.32%
31 December 2024 100.00% 100.00% 100.00% 0.00% 0.00% 0.00% 3106 1443 2135 1137 NA 0.24%
  • Internet Banking - Uptime (%)
  • App - Uptime (%)
  • API - Uptime (%)
  • Internet Banking - Downtime (%)
  • App - Downtime (%)
  • API - Downtime (%)
(%)Day1234567891011121314151617181920212223242526272829303112345678910111213141516171819202122232425262728293012345678910111213141516171819202122232425262728293031050100

  • Internet banking - Average Response Time (ms)
  • App - Average Response Time (ms)
  • API - Average PISP response Time (ms)
  • API - Average AISP response Time (ms)
  • API - Average CBPII response Time (ms)
Response time (ms)Day1234567891011121314151617181920212223242526272829303112345678910111213141516171819202122232425262728293012345678910111213141516171819202122232425262728293031020004000

  • API - Error response rate (%)
Response rate (%)Day1234567891011121314151617181920212223242526272829303112345678910111213141516171819202122232425262728293012345678910111213141516171819202122232425262728293031050100