Consumer Current Account Service Information

Information about how to open a personal current account

To open any of our accounts, a new customer will need to provide us with the documents and information set out in the applying for a Cashplus account help page. We may request additional information or documents in individual cases. You can open a personal current account:
Without visiting a branch	Yes
Where a visit to a branch is required, without an appointment	N/A
By sending us documents and information electronically	Yes
By post	No

Information about current account services

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

How and when you can contact us to ask about the following things:
	24-hour help?	Telephone	Online Banking	Cashplus Banking App
Contact details		Customer Service team: 0330 024 0924 Credit Management team: 0203 059 5784	Cashplus Online Banking	iTunes app store Google play store
Checking the balance and accessing transaction history	No	Yes	No	No
Sending money within the UK, including setting up a standing order	No	Yes	No	No
Sending money outside the UK	No	No	No	No
Paying in a cheque	No	No	No	No
Cancelling a cheque	No	No	No	No
Cash withdrawal in a foreign currency outside the UK	No	Yes	No	No
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds	No	Yes	No	No
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number	No	Yes	No	No
Third party access to an account, for example under a power of attorney	No	Yes	No	No
Problems using internet banking or mobile banking	No	Yes	No	No
Reporting a suspected fraudulent incident or transaction	No	Yes	No	No
Progress following an account suspension or card cancellation, e.g. following a fraud incident	No	Yes	No	No
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	Yes	No	No

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.

How and when you can use your bank account to do the following things:

	Telephone	Telephone Banking	Online Banking	Cashplus Banking App
Checking the balance	Monday to Friday, from 8am to 8pm, and Saturday from 8am to 4pm.	24/7	24/7	24/7
Accessing transaction history	Monday to Friday, from 8am to 8pm, and Saturday from 8am to 4pm.	No	24/7	24/7
Sending money within the UK	Monday to Friday, from 8am to 8pm, and Saturday from 8am to 4pm.	No	24/7	24/7
Setting up a standing order	Monday to Friday, from 8am to 8pm, and Saturday from 8am to 4pm.	No	24/7	24/7
Sending money outside the UK	No	No	No	No
Paying in a cheque	No	No	No	No
Cancelling a cheque	No	No	No	No

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.

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 2023 and 31 December 2023	In the 12 months between 1 January 2023 and 30 December 2023
Total number of incidents reported	0	0
Incidents affecting telephone banking	0	0
Incidents affecting mobile banking	0	0
Incidents affecting internet banking	0	0

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 on our Complaints data page.

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/

Opening a Personal Current Account with us

Go to https://www.cashplus.com/help/opening-an-account/ to find out how you can open an account, and what information and documents you need to give us to open an account.

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 98.45% of customers;
on average, in 0.2 days; and
within 16 days for 99% of customers

These figures are based on the time taken from our receiving all the information and documents we ask for on our opening an account help page, in a case where we don’t need any further information or documents to open the account.

How quickly do we give customers a debit card?

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

the same day, for 0.0% of customers;
on average, in 6.0 days; and
within 43 days for 99% of customers

How quickly do customers get internet banking?

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

How quickly is an Overdraft available?

Not applicable to Cashplus Bank as credit cannot be requested during the application process.

Replacing a Debit card

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

the same day, for 0.0% of customers;
on average, in 4 days; and
within 5 days for 99% of customers

What is the interest rate being charged on our products?

Product	Range of annual interest rates payable for arranged overdrafts on 31st December 2023	Annual interest rate payable for unarranged overdrafts on 31st December 2023	Refused payment fee on 31st December 2023
Personal account: Activeplus	54.76% - 99.00%	Not available	£0
Personal account: Flexiplus	54.76% - 99.00%	Not available	£0
Personal account: Deluxe	54.76% - 99.00%	Not available	£0
Personal account: Freedom	54.76% - 99.00%	Not available	£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 3 months between the 1 October 2023 and 31 December 2023.

Product	Range of advertised APRs during the quarter
Personal account: Activeplus	69.9% - 89.9%
Personal account: Flexiplus	69.9% - 89.9%
Personal account: Deluxe	69.9% - 89.9%
Personal account: Freedom	69.9% - 89.9%

API Performance

Read about the availability and performance of Online Banking, the Cashplus Bank App and our Open Banking API. These are reported and published online quarterly.

View API performance data

0330 024 0924

Terms and Conditions apply, including applicants being resident in the UK & aged 18+ and, if relevant, businesses being based in the UK.

For full website terms including information on Cashplus Bank, Mastercard and use of Trademarks, please see our full legal disclosures at https://www.cashplus.com/legal/.

Advanced Payment Solutions Limited (APS), trading as Cashplus Bank, is registered in England and Wales at Cottons Centre, Cottons Lane, London SE1 2QG (No.04947027). APS is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under Firm Reference Number 671140.

APS provides credit facilities subject to approval and affordability, and where accounts continue to meet APS credit criteria.