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 |
|
|||
|
Checking the balance and accessing a transaction history |
|
Monday to Sunday, 24 hours |
Not possible |
Not possible |
|
Sending money within the UK, including setting up a Standing Order* |
|
Monday to Sunday, 24 hours |
Not possible |
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 |
|
Cash withdrawal in a foreign currency outside the UK |
|
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 |
|
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* |
|
Not possible |
Not possible |
Not possible |
|
Third party access to an account, for example under a power of attorney |
|
Monday to Sunday, 24 hours |
Not possible |
Not possible |
|
Problems using internet banking or mobile banking |
|
Monday to Sunday, 24 hours |
Not possible |
Not possible |
|
Reporting a suspected fraudulent incident or transaction |
|
Monday to Sunday, 24 hours |
Not possible |
Not possible |
|
Progress following an account suspension or card cancellation e.g following a fraud incident |
|
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.
|
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.
A lack of funds: including unarranged overdrafts, payments we allow despite a lack of funds and payments we refuse due to lack of funds
Setting up a direct debit
Allowing someone to collect one or more payments from your account using your debit card number
Third party access to an account, for example under a power of attorney
Problems using internet banking
Problems using mobile banking
Reporting a suspected fraudulent incident or transaction
Progress following an account suspension or card cancellation e.g following a fraud incident
See all our FAQs