Helpful information on our Personal Current Accounts

The Financial Conduct Authority requires us to publish the following information about our personal current accounts.

Clubcard Pay+

How and when you can contact us to ask about the following things:

Your query

24 hour help?

Telephone

Internet banking

Mobile banking

Contact details

Yes

Checking the balance and accessing a transaction history

Yes

Monday to Sunday, 24 hours

Not possible

Not possible

Sending money within the UK, including setting up a Standing Order*

Yes

Monday to Sunday, 24 hours

Not possible

Not possible

Sending money outside the UK*

Blue cross icon

Not possible

Not possible

Not possible

Paying in a cheque*

Blue cross icon

Not possible

Not possible

Not possible

Cancelling a cheque*

Blue cross icon

Not possible

Not possible

Not possible

Cash withdrawal in a foreign currency outside the UK

Yes

Monday to Sunday, 24 hours

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

Yes

Monday to Sunday, 24 hours

Not possible

Not possible

A direct debit, or allowing someone to collect one or more payments from your account using your debit card number*

Blue cross icon

Not possible

Not possible

Not possible

Third party access to an account, for example under a power of attorney

Yes

Monday to Sunday, 24 hours

Not possible

Not possible

Problems using internet banking or mobile banking

Yes

Monday to Sunday, 24 hours

Not possible

Not possible

Reporting a suspected fraudulent incident or transaction

Yes

Monday to Sunday, 24 hours

Not possible

Not possible

Progress following an account suspension or card cancellation e.g following a fraud incident

Yes

Monday to Sunday, 24 hours

Not possible

Not possible

*These features aren't available on Clubcard Pay+.

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.

Managing your account is quick and easy. You can find answers to the most commonly asked questions in the helpful information section.

It is not possible to speak directly with a member of staff (e.g. via webchat) through our Internet and Mobile Banking services, which is therefore why 'Not possible' is displayed for Internet Banking and Mobile Banking on the table above.

How and when you can use your Clubcard Pay+ account to do the following things:

Your query

Telephone banking

Internet banking

Mobile banking

Checking the balance

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Accessing a transaction history

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Setting up a standing order*

Not possible

Not possible

Not possible

Sending money within the UK

Monday to Sunday, 24 hours

Not possible

Monday to Sunday, 24 hours

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

*These features aren't available on Clubcard Pay+.

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.

Managing your account is quick and easy. You can find answers to the most commonly asked questions in the helpful information section.

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.

Information about operational and security incidents

Incident

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

2

Incidents affecting telephone banking

0

1

Incidents affecting mobile banking

0

2

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 most recent summary is available at:

The Financial Ombudsman Service publishes its complaints data every six months.

You can see their complaints data about us at:

Opening a Clubcard Pay+ account with us

We've stopped taking new applications for Clubcard Pay+ accounts while we review the product.

If you already have an account (or have recently applied), you can continue to use it as normal.

How quickly do we open personal current accounts?

We give customers an account number and enable them to start paying into the account:

  • The same day for 0% of customers
  • On average, in 7 days; and
  • Within 6 days for 99% of customers

It takes on average 7 days to open a Clubcard Pay+ account, as this takes into account the time for you to receive and activate your debit card.

How quickly do we give customers a debit card?

Once an account is open, we give customers a debit card:

  • The same day for 100% of customers
  • On average, in 0 days; and
  • Within 0 days for 99% of customers

In order to open a Clubcard Pay+ account and start paying into the account your debit card must be activated first, therefore you will receive this before your account is open. You can activate the card on the same day as it is received.

How quickly do customers get internet banking?

Once an account is open, customers have internet banking:

  • The same day for 100% of customers
  • On average, in 0 days; and
  • Within 0 days for 99% of customers

Replacing a debit card

How quickly do we replace debit cards which have been lost, stolen or stopped?

We replace debit cards:

  • the same day for 0% of customers
  • on average, in 6 days; and
  • within 6 days for 99% of customers

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

Clubcard Pay+

Clubcard Pay+ does not offer an overdraft

0.00% (variable)

£0

How do our overdrafts compare?

A good way to compare the cost of our overdraft with other overdrafts or other ways of borrowing is to look at the APR. The APR shows the cost of borrowing over a year.

Information about overdraft pricing in the period between 1 July 2024 to 30 June 2025

Product

Advertised APR during the period

Clubcard Pay+

Clubcard Pay+ does not offer an overdraft

To visit our information about support we offer to customers please go to - current account support information.