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: 0800 587 1111 www.cahoot.com No mobile app available at this time
Checking the balance and transactions No 0800 587 1111
8am to 8pm Mon‑Fri
9am to 5pm Sat1
Not possible2 Not possible3
Sending money within the UK, including setting up a standing order No 0800 587 1111  8am to 8pm Mon-Fri 9am to 5pm Sat1 Not possible2 Not possible3
Sending money outside the UK No 0800 587 1111  8am to 8pm Mon-Fri 9am to 5pm Sat1 Not possible2 Not possible3
Paying in a cheque No 0800 587 1111  
8am to 8pm Mon-Fri
9am to 5pm Sat1
Not possible2 Not possible3
Cancelling a cheque No 0800 587 1111 
8am to 8pm Mon-Fri
9am to 5pm Sat1
Not possible2 Not possible3
Cash withdrawal in a foreign currency outside the UK No

0800 587 1111 
8am to 8pm Mon-Fri
9am to 5pm Sat1

Not possible2 Not possible3
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds No 0800 587 1111 
8am to 8pm Mon-Fri
9am to 5pm Sat1
Not possible2 Not possible3
A Direct Debit, or allowing someone to collect one or more payments from your account using your debit card number No 0800 587 1111  
8am to 8pm Mon-Fri
9am to 5pm Sat1
Not possible2 Not possible3
Third party access to an account, for example under a power of attorney No 0800 587 1111 
8am to 8pm Mon-Fri
9am to 5pm Sat1
Not possible2 Not possible3
Problems using internet banking or mobile banking No 0800 587 1111  
8am to 8pm Mon-Fri
9am to 5pm Sat1
Not possible2 Not possible3
Reporting a suspected fraudulent incident or transaction Yes 0800 587 1111 
Available 24 hours every day
Not possible2 Not possible3
Progress following an account suspension or card cancellation, e.g. following a fraud incident No 0800 587 1111 
8am to 8pm Mon-Fri
9am to 5pm Sat1
Not possible2 Not possible3
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 0800 587 1111 
8am to 8pm Mon-Fri
9am to 5pm Sat1
Not possible2 Not possible3

 

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.

1Christmas Eve 8am to 5pm, Christmas Day closed, Boxing Day 8am to 6pm, New Years Eve 8am to 6pm, New Years Day closed.

2Webchat 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.

3There is no mobile banking app available at this time but you can contact us on the number above within the hours specified.

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

  Telephone banking Internet banking Mobile banking
Checking the balance 0800 587 1111 
Available 24 hours every day
www.cahoot.com
Available 24 hours every day
Not possible
No mobile app available at this time
Accessing a transaction history1 Not possible2 www.cahoot.com
Available 24 hours every day
Not possible
No mobile app available at this time
Sending money within the UK Not possible www.cahoot.com
Available 24 hours every day
Not possible
No mobile app available at this time
Setting up a standing order Not possible www.cahoot.com
Available 24 hours every day
Not possible
No mobile app available at this time
Sending money outside the UK Not possible www.cahoot.com
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 the 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 April 2019 and 30 June 2019 In the 12 months between 1 July 2018 and 30 June 2019
Total number of incidents reported2 2 17
Incidents affecting telephone banking 2 15
Incidents affecting mobile banking  2 11
Incidents affecting internet banking 2 11

2The numbers shown are the total number of incidents reported by Cahoot personal current accounts

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 

Opening a current account with us

cahoot does not currently offer new accounts

Information about how to open an account

cahoot does not currently offer new accounts

Opening a current account with us

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
  • within 5 days for 99% of customers.

1This is the length of time that 99% of our customers received their debit card.

Discover more about how we meet our customers' needs