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 1st July 2021 and 30 September 2021

                                                                                                                                                                                      In the 12 months between 1st October 2020 and 30 September 2021

                                                                                                                                                                                      Total number of incidents reported

                                                                                                                                                                                        1

                                                                                                                                                                                          1

                                                                                                                                                                                            Incidents affecting telephone banking

                                                                                                                                                                                              0

                                                                                                                                                                                                0

                                                                                                                                                                                                  Incidents affecting mobile banking

                                                                                                                                                                                                    0

                                                                                                                                                                                                      0

                                                                                                                                                                                                        Incidents affecting internet banking

                                                                                                                                                                                                          1

                                                                                                                                                                                                            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

                                                                                                                                                                                                                    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 6 days; and
                                                                                                                                                                                                                    • Within 6 days for 99% of customers

                                                                                                                                                                                                                    It takes on average 6 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 2020

                                                                                                                                                                                                                        Annual interest rates payable for unarranged overdrafts on 30 June 2020

                                                                                                                                                                                                                        Refused payment fee on 30 June 2020

                                                                                                                                                                                                                        Current Account

                                                                                                                                                                                                                          18.90% (variable)

                                                                                                                                                                                                                            18.90% (variable)

                                                                                                                                                                                                                              £5

                                                                                                                                                                                                                                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 6 April 2020 and 30 June 2020

                                                                                                                                                                                                                                          Product

                                                                                                                                                                                                                                          Advertised APR during the period

                                                                                                                                                                                                                                          Current Account

                                                                                                                                                                                                                                            18.90% (variable)

                                                                                                                                                                                                                                              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.

                                                                                                                                                                                                                                                  The requirement to publish the Competition and Markets Authority independent service quality survey results for personal current accounts can be found here.