Service quality information
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 | Internet banking | Mobile banking | |
|---|---|---|---|---|
| Contact details | All enquiries: 0330 678 2811 | www.cahoot.com | No mobile app available at this time | |
| Checking the balance and transactions | No | 0330 678 2811 | Not possible1 | Not possible2 |
| Sending money within the UK, including setting up a standing order | No | 0330 678 2811 | Not possible1 | Not possible2 |
| Sending money outside the UK | No | 0330 678 2811 | Not possible1 | Not possible2 |
| Paying in a cheque | No | 0330 678 2811 8am-6pm Mon-Fri 9am-5pm Sat | Not possible1 | Not possible2 |
| Cancelling a cheque | No | 0330 678 2811 8am-6pm Mon-Fri 9am-5pm Sat | Not possible1 | Not possible2 |
| Cash withdrawal in a foreign currency outside the UK | No | 0330 678 2811 8am-6pm Mon-Fri 9am-5pm Sat | Not possible1 | Not possible2 |
| A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds | No | 0330 678 2811 Or 0800 9 173 489 (freephone) 8am-6pm Mon-Fri 9am-5pm Sat | Not possible1 | Not possible2 |
| A Direct Debit, or allowing someone to collect one or more payments from your account using your debit card number | No | 0330 678 2811 8am-6pm Mon-Fri 9am-5pm Sat | Not possible1 | Not possible2 |
| Third party access to an account, for example under a power of attorney | No | 0330 678 2811 Or 0800 9 173 489 (freephone) 8am-6pm Mon-Fri 9am-5pm Sat | Not possible1 | Not possible2 |
| Problems using internet banking or mobile banking | No | 0330 678 2811 8am-6pm Mon-Fri 9am-5pm Sat | Not possible1 | Not possible2 |
| Reporting a suspected fraudulent incident or transaction | Yes | 0330 678 2811 | Not possible1 | Not possible2 |
| Progress following an account suspension or card cancellation, e.g. following a fraud incident | No | 0330 678 2811 Or 0800 9 173 489 (freephone) 8am-6pm Mon-Fri 9am-5pm Sat | Not possible1 | Not possible2 |
| Overdrafts: including eligibility for an arranged overdraft and what overdraft may be available for you | No | 0330 678 2811 | Not possible1 | Not possible2 |
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.
¹Webchat for internet banking is not available at this time but you can send us a Secure Message through our Online Banking service or contact us on the number above within the hours specified.
2There is no mobile banking app available at this time but you can contact us on the number above within the hours specified.
Bank holiday 8am to 5pm
Closed Easter Sunday & Christmas Day
How and when you can use your bank account to do the following things
| Telephone banking | Internet banking | Mobile banking | |
| Checking the account | 0330 678 2811 | Available 24 hours every day | Not possible No mobile app available at this time |
| Accessing a transaction history1 | Not possible2 | Available 24 hours every day | Not possible No mobile app available at this time |
| Sending money within the UK | Not possible | Available 24 hours every day | Not possible No mobile app available at this time |
| Setting up a standing order | Not possible | Available 24 hours every day | Not possible No mobile app available at this time |
| Sending money outside the UK | Not possible | Available 24 hours every day | Not possible No mobile app available at this time |
| Paying in a cheque | Not possible | Not possible | Not possible No mobile app available at this time |
| Cancelling a cheque | Not possible | Not possible | Not possible No mobile app available at this time |
Note: This is a list of common queries. It does not represent a full list of actions you can raise in relation to your account.
1Required for at least the previous 90 days
2Only available for last 10 transactions
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 31 December 2023 | |
| Total number of incidents reported1 | 9 | 21 |
| Incidents affecting telephone banking | 0 | 2 |
| Incidents affecting mobile banking | 2 | 4 |
| Incidents affecting internet banking | 3 | 9 |
¹the numbers shown are the total number of incidents reported by Santander UK and include cahoot, Santander personal current accounts and Santander business current accounts
Important notes on incidents preventing our customers from using our payment services:
The ‘number of incidents reported’ can include incidents that didn’t impact any of our servicing channels (Telephone, Mobile, Internet Banking) and didn’t prevent customers from using our payment services.
An incident that impacts more than one part of our business (Telephone, Mobile, Internet Banking) will only count as one reportable incident in the ‘number of incidents reported’, meaning the total number of incidents reported to the FCA may differ to the sum of the incidents impacting our servicing channels (Telephone, Mobile, Internet Banking).
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 here1
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/
1The volume of complaints for cahoot is reported in the total number of complaints for Santander
Pricing information about personal current account overdrafts
What is the interest rate being charged on our products?
| Product | Annual interest rate payable for arranged overdrafts on 31 December 2023 | Annual interest rate payable for unarranged overdrafts on 31 December 2023 | Refused payment fee on 31 December 2023 |
| cahoot Current Account | 9.40% EAR (variable) | 0% EAR (variable) | £0 |
How do our overdrafts compare?
A good way to compare the cost of our overdrafts with 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 October 2023 and 31 December 2023.
| Product | Advertised APR - Annualised Percentage Rate during the quarter |
| cahoot Current Account | 9.40% APR - Annualised Percentage Rate (variable) |
cahoot does not currently offer new accounts
cahoot does not currently offer new accounts
cahoot does not currently offer new accounts
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 4 days, and
- within 5 days for 99% of customers.