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?TelephoneInternet bankingMobile banking
Contact details All enquiries: 0800 587 1111www.cahoot.comNo mobile app available at this time
Checking the balance and transactionsNo0800 587 1111
8am to 8pm Mon‑Fri
9am to 5pm Sat
Not possible1Not possible2
Sending money within the UK, including setting up a standing orderNo

0800 587 1111 

8am to 8pm Mon-Fri

9am to 5pm Sat

Not possible1Not possible2
Sending money outside the UKNo

0800 587 1111 

8am to 8pm Mon-Fri

9am to 5pm Sat

Not possible1Not possible2
Paying in a chequeNo0800 587 1111  
8am to 8pm Mon-Fri
9am to 5pm Sat
Not possible1Not possible2
Cancelling a chequeNo0800 587 1111 
8am to 8pm Mon-Fri
9am to 5pm Sat
Not possible1Not possible2
Cash withdrawal in a foreign currency outside the UKNo

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

Not possible1Not possible2
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of fundsNo0800 587 1111 
8am to 8pm Mon-Fri
9am to 5pm Sat
Not possible1Not possible2
A Direct Debit, or allowing someone to collect one or more payments from your account using your debit card numberNo0800 587 1111  
8am to 8pm Mon-Fri
9am to 5pm Sat
Not possible1Not possible2
Third party access to an account, for example under a power of attorneyNo0800 587 1111 
8am to 8pm Mon-Fri
9am to 5pm Sat
Not possible1Not possible2
Problems using internet banking or mobile bankingNo0800 587 1111  
8am to 8pm Mon-Fri
9am to 5pm Sat
Not possible1Not possible2
Reporting a suspected fraudulent incident or transactionYes0800 587 1111 
Available 24 hours every day
Not possible1Not possible2
Progress following an account suspension or card cancellation, e.g. following a fraud incidentNo0800 587 1111 
8am to 8pm Mon-Fri
9am to 5pm Sat
Not possible1Not possible2
Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be availableNo0800 587 1111 
8am to 8pm Mon-Fri
9am to 5pm Sat
Not possible1Not 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.

Bank holiday 8am to 5pm

Closed Easter Sunday & Christmas Day

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 bankingInternet bankingMobile banking
Checking the balance0800 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 history1Not possible2www.cahoot.com
Available 24 hours every day
Not possible
No mobile app available at this time
Sending money within the UKNot possiblewww.cahoot.com
Available 24 hours every day
Not possible
No mobile app available at this time
Setting up a standing orderNot possiblewww.cahoot.com
Available 24 hours every day
Not possible
No mobile app available at this time
Sending money outside the UKNot possiblewww.cahoot.com
Available 24 hours every day
Not possible
No mobile app available at this time
Paying in a chequeNot possibleNot possibleNot possible
No mobile app available at this time
Cancelling a chequeNot possibleNot possibleNot 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 January 2020 and 31 March 2020In the 12 months between 1 April 2019 and 31 March 2020
Total number of incidents reported102
Incidents affecting telephone banking02
Incidents affecting mobile banking 02
Incidents affecting internet banking02

¹The 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.

Discover more about how we meet our customers' needs