frequently asked questions




how do I contact you?
The best way to contact cahoot is by secure email from your online banking homepage. Alternatively, you can call us on 0844 9000 900*. We're open 8am to 8pm Monday to Friday, and 9am to 5pm on Saturday (if calling from outside the UK please dial +44 01908 937 222). You'll need to answer some brief security questions to access your account information. *Call charges apply

Or you can write to us at: cahoot, 3rd Floor, Friars House, Manor House Drive, Coventry CV1 2TE.


how do I navigate in online banking?
The site has a number of tabs along the top of the page so you can easily navigate to the correct section. They include:

Account services
In this tab, you can find the following services:
  • Account alerts: receive free text messages or emails that tell you when certain things happen on your account.
  • e-Documents: this feature allows you to view statements and other documents in Adobe Acrobat (PDF) format online.
  • Other services: here you can manage your debit and credit cards, and request account stationery such as deposit books and envelopes.
My Details & Settings
In this tab, you can find the following services:
  • Change security settings
  • Change personal details
  • Change online settings
how do I change my address or personal details?
The easiest way to change your address and personal details (including your telephone number and email address) is to do it in online banking. It will be changed instantly. You can also change it by telephone and post.

To change your details instantly within online banking:
Log on and go to the 'My Details & Settings' tab.
  • Choose 'Change personal details' from the left hand menu and then click 'Change address'.
  • Enter your new details (including postcode) and follow the onscreen instructions.
please note: you'll need to enter a One Time Passcode (OTP) to complete this change, so make sure you have your mobile phone to hand.

To change your details over the phone:
Call us on 0844 9000 900*. We're open 8am to 8pm Monday to Friday, and 9am to 5pm on Saturday. If calling from outside the UK please dial +44 01908 937 222. *Call charges apply

To change your details by post:
Complete a 'Change of details' form by:
  • Printing off and completing the 'Change of details' form
  • Post this and a copy of signature bearing identification such as a full UK driving licence or valid EEA passport (this includes UK passport) to cahoot, 3rd Floor, Friars House, Manor House Drive, Coventry CV1 2TE. See our full list of acceptable ID
how do I move money between accounts?
It's easy to move money between your cahoot accounts. From the 'Quick Transfer' link on the 'My Accounts' page in online banking, choose the account you wish to move money from and the account you want to move it to, followed by the amount. Then press 'Go'.

how do I pay an existing payee from online banking?
If you want to pay a bill using an existing payee (a person or company whose details you have saved) follow these steps in online banking:
  • Select 'Payments & Transfers' from the top menu and choose 'Pay or view existing payees' from the left-hand menu and then choose the account you want to make the payment from.
  • Select the payee you are looking for and select the 'Make a payment' option from the drop-down box on the same row.
  • Enter the amount you want to pay and date that you want the payment to be made.
  • Your payment request will be processed and will show on your account and statement at the latest by the end of the next working day, subject to normal bank checks; please do not attempt the transaction again.
  • Finally you'll be shown a summary of your instructions which you will be asked to confirm. If you want to check the instructions for this payment you can go to 'View pending payments & transfers' from the left hand menu.
how do I make a payment to someone new from online banking?
To set up a payment to a person or company you've not paid before (a new payee) in online banking, follow these steps:
  • Select 'Payments & Transfers' from the top menu and choose 'Set up a new payment' from the left-hand menu and then choose from either 'Pay a new bill', or 'Pay a new person'.
  • Choose the account from which you want to make the payment, and then enter the recipients sort code, account number and payment reference, together with the amount and the date that you wish the payment to leave your account. Then select 'Continue', to see a summary of the payment instruction you have set up.
  • You must then enter the One Time Passcode (OTP) that will have been sent to your registered mobile phone and click 'Confirm'.
how can I delete or amend payees in online banking?
From the 'Payments & Transfers' tab identify the payee you want to delete or amend from the list of your payees. Use the drop-down menu by the side of the payee to select 'Delete' or 'Amend' payee.

To delete a payee check the details to make sure you have selected the right payee and click the 'Confirm' button. You'll be shown a summary of your instructions.

Please note if you have a regular standing order set up for any deleted payee, you will also need to select the 'Standing Orders' tab from the menu running across the top of the page to amend or cancel.

To amend a payee simply make your changes to their details and then click 'Continue'. You must then enter the One Time Passcode that will have been sent to your registered mobile phone and click 'Confirm'.


how do I close my account?
You can send us a secure message from the online banking 'Help & contact us' tab or you can call us on 0844 9000 900*. We're open 8am to 8pm Monday to Friday, and 9am to 5pm on Saturday (if calling from outside the UK please dial +44 01908 937 222). *Call charges apply

Alternatively, you can write to us at: cahoot, 3rd Floor, Friars House, Manor House Drive, Coventry CV1 2TE.
You'll need to return any cards or cheque books held on the account. These should be cut in half for security purposes.  

Any Direct Debit mandates (used to pay bills) arranged on the account, should be cancelled prior to closure of the account.  
Please allow 14 days for the closure to take effect.


how do I set up account alerts?
From the 'Account Services' tab, click on 'Find out more' from 'Account Alerts' and follow the instructions under 'Set up new alert'.

can I use my debit/ credit card abroad?
You can read our tips for using your debit/ credit card abroad. If you intend to use your cahoot debit/ credit card abroad please send a secure message to let us know the dates you'll be away and the countries that you'll be visiting. We'll then know that any transactions made are genuine.

my account has been made dormant. What proof of identity do I need to supply to re-open it?
To re-activate a dormant account, we need two forms of identification that must not be from the same company. We can accept: recent credit card statements (but not store card statements), bank or building society statements and utility bills (such as gas, electricity). Take a look at our full list of acceptable identification

can I register for gross interest and how do I do this?
Up to and including 5 April 2016 you can get your interest paid gross (without tax deducted) if your income for the tax year is £15,600 or less. Even if your total income is higher than £15,600, you may still be able to get back some of the tax you've paid on your interest. For more information and to check if you're eligible to register for gross interest go to www.gov.uk/taxfreesavings

To register for gross interest, simply log on to online banking and, from the 'My accounts' homepage, select 'My Details & Settings' then 'Change personal details'. Then select 'Change tax status' and complete the details. Alternatively you can call us on 0800 587 1111, lines are open 8am to 8pm Monday to Friday, and 9am to 5pm on Saturday (if calling from outside the UK please dial +44 01908 937 222).

Your interest will be paid gross from 6 April 2016. In the 2015 budget, the government announced that from 6 April 2016 a new tax-free Personal Savings Allowance will be introduced.

From 6 April 2016 banks and building societies will start paying interest to you 'gross'. This means we'll stop taking 20% in income tax from the interest earned on non-ISA savings and current accounts. This will happen automatically and you don't need to contact us or do anything. Up to and including 5 April 2016 to register for 'gross' interest you would have needed to follow the above, but from 6 April 2016 there's no need to do this.

For more information go to www.gov.uk and search for 'Personal Savings Allowance'.


when will my interest be paid gross if I've opened a savings or current account before 6 April 2016?
From 6 April 2016, all interest payments received will be paid gross, even if this is for interest accrued before this date.

If you receive monthly or annual interest, any interest payments you receive before 6 April 2016 will be paid net, unless you've registered for gross interest. To register for gross interest before 6 April 2016 please follow our existing gross registration process


how does the Personal Savings Allowance impact joint accounts?
With cahoot each individual receives a Personal Savings Allowance based on their tax status which they will use against their equal share of the interest. If you hold joint accounts with other providers you'll need to check this with them.

how is my interest paid on PPI and other compensation payments?
Banks and building societies will still be required to take tax from any compensation interest paid. For further information please refer to the HMRC website

how do I make a complaint?
At cahoot it's important to us that we continue to improve our services and products and provide you with the service you expect. We want to know when things don't go well so we have the opportunity to put them right for you and potentially other customers. The best way to contact us is over the phone so that we can talk to you in person, please call us on 0345 266 9225.

If we reach a decision about your complaint and for any reason you're not happy with it, or it's been over 8 weeks since you first raised your concerns with us, you may be able to refer your complaint to the Financial Ombudsman Service. Details of how to complain to the Financial Ombudsman Service are available at www.financial-ombudsman.org.uk

If you'd like to know more, the 'How to complain' leaflet details how we deal with complaints promptly and fairly.


I'm currently in financial difficulty. What should I do?
We're committed to treating customers sympathetically and positively when they're experiencing difficulties, and will do our best to help those who are having problems with their debts.

More information is available on our 'money worries' page. If you're worried you may be starting to have financial difficulties, or are already having problems with your debt, it's important that you speak to us as soon as possible. If you do so we'll do everything we can to help you solve your problems.

Please call us on 0844 9000 900*. We're open 8am to 8pm Monday to Friday, and 9am to 5pm on Saturday (if calling from outside the UK please dial +44 01908 937 222). *Call charges apply


I want to avoid overdraft fees. What services do you offer to help me manage my finances?
There are a number of things you can do:

  • Regularly check your account balance from the comfort of your own home 24/7 through online banking.
  • Keep a record of any payments made and expected from your account. If you have an Arranged Overdraft, you'll see your limit on your monthly statement.
  • Set up free alerts in online banking. There are a number to choose from including one that notifies you when your account balance reaches a specified amount. To find out more about account alerts, select 'request account alerts' from your online banking homepage.
More information is available on our 'money worries' page. If you want to discuss your situation further, please call us on 0844 9000 900*. We're open 8am to 8pm Monday to Friday, and 9am to 5pm on Saturday (if calling from outside the UK please dial +44 01908 937 222). *Call charges apply


where can I find my purchase protection and credit card payment protection policy documents?
If you need a copy of your policy, it can be posted to you. Call us on 0844 9000 900* and we'll send you a copy. We're open 8am to 8pm Monday to Friday, and 9am to 5pm on Saturday (if calling from outside the UK please dial +44 01908 937 222). *Call charges apply

how do I make a purchase protection or credit card payment protection insurance claim?
Please call Aviva on 0870 607 0829 between 9am and 5pm Monday to Friday, or send us a secure message from the online banking 'Help & contact us' tab to request a claim form.

what's the Current Account Switcher Service?
It's a free service that lets you switch your current account from one participating bank or building society to another. It's been designed to be simple, reliable and hassle free and is backed by the Current Account Switch Guarantee.

If you open a new account with another bank or building society which offers the Current Account Switch Service ('the Switch Service') and you ask to switch your cahoot account with us to your new bank or building society using the Switch Service, you will sign a Current Account Switch Agreement and Account Closure Instruction form asking them, on your behalf, to instruct us to close your cahoot account with us. Once the seven day Switch Service starts, your instruction to close your cahoot account with us will be received by us and cannot be changed and we will close your cahoot account on the date your switch completes (or when you have repaid any money owing on your cahoot account with us, if later). For further details, please refer to the Current Account Switch Agreement Service Conditions provided by your new bank or building society and which sets out the full terms and conditions for the Switch Service.


what if another bank or building society does not offer the Current Account Switcher Service?
If you open a new account with another bank or building society which does not offer the Current Account Switch Service ('the Switch Service') you can still switch your account, although the switch is not guaranteed under the Current Account Switch Service.

  • Your new bank or building society will request a list of mandates from us within 2 working days of receiving your authorisation to switch.
  • We will provide a list of mandates to your new bank or building society within 5 working days of receiving the request. If we are unable to service this request, we will inform your new bank or building society as to why we cannot comply within 2 working days. For example, we have not received a signed authorisation form; we cannot find the customer on our records; there are no mandates on the account or it is a savings account and not a current account.
  • Your new bank or building society will set up payment mandates within 5 working days of receiving the mandate list from us
  • We will cancel your payment mandates and if you have chosen to close your account with us, we will close your account and transfer any positive balance to your new bank on the date specified in your authorisation form. If there is a circumstance which prevents the closure of your account, we will inform you promptly.
  • We will not charge for this service
how do I make a complaint about my switch?
If you're not happy with the switching service we're providing, please refer to the 'how do I make a complaint' FAQ which provides details of how we deal with complaints and your right to make a complaint to the Financial Ombudsman Service.

how do I make a CHAPS payment?
You can make a CHAPS payment by telephone. Please call us on 0800 587 1111. We're open Monday to Friday 8am to 8pm, and Saturday 9am to 5pm (if calling from outside the UK please dial +44 01908 937 222).

Before calling, please make sure your online contact numbers are up to date, and be prepared with your account details and the account details of the person you wish to pay.

The account details for the person you are paying include their:

  • full name
  • sort code
  • account number.

You may also be asked some standard security questions regarding your account and we may need to do some additional checks, including calling you back on the number registered on our system to ask security questions. If we're not able to speak to you we'll leave a message and ask you to call us back. If this is the case we won't be able to make your payments until we've carried out these checks and spoken to you so remember to get back to use to move your payment forward.

A fee will be charged for a CHAPS payment. See our terms and conditions for current fees.


how do I make an international payment?
You can make an international payment in online banking or by telephone.

Before making the payment please be prepared with the account details of the person you are paying, including:

  • their full name
  • the Bank Identifier Code (BIC) of the beneficiary's bank
  • the beneficiary's account number or IBAN (International Bank Account Number)
    Please note you must supply the beneficiary's IBAN for Euro payments to countries in the European Economic Area.

We may need to do some additional checks, including calling you back to ask security questions. If we're not able to speak to you we'll leave a message and ask you to call us back. If this is the case we won't be able to make your payment until we've carried out these checks and spoken to you so remember to get back to us to move your payment forward.

A fee will be charged for an international payment. See our terms and conditions for current fees.

To pay people or companies overseas in online banking you'll need your registered mobile phone to hand as, for security reasons, we'll send you a One Time Passcode. You may also need your IBAN or BIC details depending on the destination of the payment:

  • go to the 'Payments & Transfers' tab
  • click 'International payments' in the left hand menu; and
  • follow the on-screen instructions.

Alternatively, please call us on 0800 587 1111. We're open 8am to 8pm Monday to Friday, and 9am to 5pm on Saturday (if calling from outside the UK please dial +44 01908 937 222).


how do I send a payment to someone within the UK?
You can send a CHAPS payment. The money will normally be credited to the beneficiary account on the same day that your account is debited, although we cannot guarantee exactly what time. You'll need to let us know the beneficiary's full name, sort code and account number.

how do I send a payment to someone overseas?
We offer 2 options for sending a payment overseas:
  1. an International payment; or
  2. a Sterling payment outside the UK.

important things to note:
  • If you choose to send a Euro payment to a European Economic Area country that has adopted the Euro as its local currency, the funds will normally be credited to the beneficiary within one working day. For any other currency sent to a European Economic Area country (including Sterling payments outside of the UK) it will take up to four working days for the funds to reach the beneficiary.
  • If you choose to send a US dollar payment to the United States of America, the payment should normally arrive to the beneficiary on the same day.
  • If you choose to send any other currency outside the European Economic Area, it will take up to five working days for the funds to reach the beneficiary.
  • When an International payment is handled by a correspondent bank before it reaches the beneficiary bank, that bank or the beneficiary bank may deduct a charge before sending the money to the beneficiary. cahoot has no control over the amount these banks may charge.
  • Alternatively you may wish to send a Sterling payment outside the UK. This option can only be used where the overseas bank accepts Sterling payments. This method is useful when you are transferring money overseas to an account that is held in Sterling. These payments will be routed via a UK correspondent bank. If a Sterling payment is being sent outside the European Economic Area, a charge might be deducted by the correspondent bank or the beneficiary bank. cahoot has no control over the amount these banks may charge. Sterling payments being sent outside of the European Economic Area will normally take up to 5 days to reach the beneficiary.

what are the fees and charges for making a CHAPS or International payment?
The following is a tariff of charges for CHAPS and International payments (including Sterling being sent outside the UK). Exchange rates vary from day to day, and charges on services may change at short notice. Please ask for confirmation when you use one of the services. You can request these details by calling us on 0800 587 1111. We're open 8am to 8pm Monday to Friday, and 9am to 5pm on Saturday (if calling from outside the UK please dial +44 01908 937 222).

CHAPS transfers £25 per transfer
International payments £25 per transfer when sending Sterling outside UK

£25 per transfer when sending Foreign Currency abroad. Please note: There may be additional charges levied by the correspondent banks and/or beneficiary bank. cahoot has no control over these charges.


how can I receive money via CHAPS or International payment?
  • You'll need to provide the sender with your full name, sort code and account number (or IBAN International Bank Account Number if your account has one). For International payments from abroad you'll also need to provide the sender with cahoot's Bank Identifier Code (BIC), which is ABBYGB2L.
  • If the funds are received in a foreign currency we'll automatically convert them into Sterling using our exchange rate on the day we receive the funds.
  • The funds will normally be credited to your account on the same day we receive them. If it's an International payment we'll credit your account providing we receive the payment by no later than 5pm.
  • Although we do not levy a charge to receive an International payment, other banks may deduct a charge from the payment before it reaches us. These are beyond our control.

what are the fees and charges for receiving a CHAPS or International payment?
The following is a tariff of charges for CHAPS and International payments received by a cahoot account. Exchange rates vary from day to day, and charges on services may change at short notice. Please ask for confirmation when you use one of the services. You can request these details by calling us on 0800 587 1111. We're open 8am to 8pm Monday to Friday, and 9am to 5pm on Saturday (if calling from outside the UK please dial +44 01908 937 222).

CHAPS transfers No charge
International payment from abroad No charge. Please note: Charges may be deducted from the transmitted funds by any intermediary bank used. cahoot has no control over these charges.


how do I get a copy of the information you hold about me?
If we hold information about you, you can request to be provided with a copy of this and to have any inaccuracies corrected where necessary. Please call us on 0844 9000 900*. We're open 8am to 8pm Monday to Friday, and 9am to 5pm on Saturday (if calling from outside the UK please dial +44 01908 937 222). *Call charges apply

To find out more about your information rights visit the website of the Information Commissioner


are my purchases secure online? (Verifed by Visa/ cahoot Secure)
When shopping online it's important to feel confident using your card. Verified by Visa and cahoot Secure will help with this.

Verified by Visa helps protect your card against unauthorised use when you shop online with participating stores, providing secure online shopping when using your cahoot card at over 300,000 online retailers. Find out more about Verified by Visa

cahoot Secure gives you additional security when buying goods over the internet. It's simple and it's free to use. Just register your card and choose a password. Whenever you buy goods over the internet from participating retailers you'll be asked to provide your password in addition to your card details, so if anybody else gets hold of your card details, they can't be used at the participating retailers, as a password is needed to accompany the transaction.

How it works:

  • You can register your card for the service and choose a password when prompted to do so when you make an eligible online purchase with a participating retailer. It's safe to register under these circumstances, but please check the retailer's information to ensure they're a member of the 'Verified by Visa' scheme. Alternatively, you can register now
Once you've registered:

  • when you make an online purchase with a participating retailer you'll be asked to enter the password that you created during the registration process. When your password is entered correctly the transaction will be processed as normal.
  • you can log in to your cahoot Secure account to change your details, add additional cards and view your cahoot Secure transactions.
what's a One Time Passcode (OTP)?
OTP is an added security measure used in cahoot online banking. The good news is that you only need to register a mobile phone number with us once to use it, and you don't have to remember any new passwords or carry a card reader.

OTP is only needed when we want you to verify that a payment to a new payee or a request to amend important details (like your address) is genuine. The system sends a unique, one-off code to your mobile phone so it's important that you let us know if you change your mobile number so you can continue to receive OTP messages.

Remember - always make sure the details quoted within the OTP message correspond with your original request. If you ever receive an OTP message you're not expecting, notify us immediately as it may be a sign of attempted fraud on your account.

If you want to learn more about OTP you can watch the demo which you can find on the 'Help and support' page.


how does One Time Passcode (OTP) work?
For certain high security transactions, such as making a payment to a new recipient, when you reach the 'Confirm details' stage of the transaction, we'll send a text message containing a One Time Passcode to your registered mobile phone number.

Simply enter this code in the on-screen box provided to authorise and complete the transaction. OTP provides additional protection because it's unlikely a fraudster will be able to get hold of both your internet log on details and your mobile phone.


will it cost me anything to receive a text message containing a One Time Passcode (OTP)?
cahoot will not charge you for receiving an OTP message. At time of writing, most UK mobile providers do not charge you to receive text messages, even when abroad. However, you should check with your mobile phone provider to confirm whether or not you would be charged.

will One Time Passcode (OTP) work if I'm overseas?
You can receive OTPs overseas if your handset and SIM card allow global roaming and the country you are in operates a compatible network. Please check with your mobile phone service provider before you leave for further information about global roaming.

how do I use One Time Passcode (OTP) if I don't have mobile phone coverage?
OTPs can only be used with a registered mobile phone with network coverage. However, don't forget that the majority of commonly used online banking transactions don't need OTP. If you don't want to use a mobile phone you can still make a payment to a new recipient by calling us on 0844 9000 900*. Once a new recipient is set up, subsequent payments to that recipient can be made online without OTP. *Call charges apply

how quickly will I receive a One Time Passcode (OTP) text message?
When you perform a transaction that needs OTP, when you reach the 'Confirm details' screen you'll immediately be sent an OTP which you should receive in seconds. In exceptional circumstances, it could take a couple of minutes depending on network coverage. The OTP code is only valid for the current transaction so you don't need to memorise it.

what will happen if I enter a One Time Passcode (OTP) incorrectly?
If you enter the code wrongly three times, you'll need to start the payment set up again and request a new OTP.

which transactions need a One Time Password (OTP)?
You won't need to enter an OTP for the majority of most commonly-used online banking transactions. For example, you won't need to use OTP to log on, make a payment to someone you've paid before or to view your balance or transactions. You'll need to use OTP for high security transactions such as making a payment to a new recipient, to change your address or to order a new debit card PIN.

why do I need to provide my mobile phone number for One Time Passcode (OTP)?
Internet fraud is on the rise. OTP gives you the benefit of additional protection against online fraud using leading technology. With OTP, you'll have the peace of mind of knowing your account is protected with an additional layer of security.

what happens if I change my mobile number?
You can change the mobile number we send OTPs to in the online banking 'My Details & Settings' tab. As a precaution, we'll send an OTP to your old mobile to authorise the change.

If don't have your old phone any more you can call us on 0844 9000 900*. *Call charges apply


why do I need to choose an image and phrase and how will they be used?
When you log on to online banking for the first time, for security reasons we'll ask you to choose an image and a phrase. On every subsequent log on, after you've entered your user name, we'll identify ourselves to you by showing you your unique image and phrase combination.

Only when you see this combination should you enter your other security details. If your image and phrase are not shown, it may indicate that you're not on a genuine cahoot site and you should not enter your security details.


how do I change my log on image?
To change your image click the 'My Details and Settings' tab and select 'Change image' from the 'Change security settings' menu. Select an image category from the drop-down menu and click 'Go'. Pick a new image and click 'Continue'. If you're happy with the new image you've chosen click 'Confirm' to save your new choice. The next time you log on to online banking your new image will be shown to you, together with your phrase.

how do I change my log on phrase?
To change your phrase, click the 'My Details and Settings' tab and then 'Change phrase' from the 'Change security settings' menu. You should choose a new phrase of between 6 and 16 characters. It can be a mix of letters and numbers. It shouldn't describe your image or contain any of your other security details. Enter your new phrase and then click 'Continue'. Your old and new phrase are displayed on this page. Check that the new phrase is correct and click 'Confirm' to save it. The next time you log on to online banking your new phrase will be shown to you, together with your image which is part of the security measures we use to reassure you that you are on the genuine site.

what's a security number?
Your five-digit security number is highly confidential and must never be disclosed to anyone, not even to cahoot staff on the phone. It shouldn't be a sequence of numbers e.g. 23456 or all the same number e.g. 11111. Nor should you choose a recognisable date such as your birthday. For additional security we recommend that you change your security number on a regular basis.

what's Faster Payments and how long will it take for a Faster Payment to arrive at another bank?
Faster Payments is a free and secure service to transfer money electronically to another UK bank. You don't need to do anything to benefit from Faster Payments, just continue making payments from your banking or savings accounts as normal.

You can transfer money up to £100,000 per day between accounts. Please note, the maximum amount you can transfer at any one time to an external account is £25,000.

Most payments will arrive on the same day that we process them. However, some may take up to the end of the following working day. Learn more about Faster Payments


how many transactions will I be able to view online?
You'll be able to view up to 7 years worth of transactions (or since your account was opened, whichever is shorter). Our transaction search functionality allows you to search between two dates that you specify. You'll be able to download your transactions using the Adobe Acrobat (PDF) format, Microsoft Excel, Microsoft Money and Intuit Quicken.

how do I download transactions?
In the 'My Accounts & Transactions' tab, choose 'View transactions' from the left hand menu. Click on the 'Download transactions' link above the Transactions table.

You can choose to download transactions in a date range (click the button labelled 'All available transactions') or every transaction since the last time you took a download (in which case select 'Since last download'.) You'll then need to pick a format for the file from the dropdown list (e.g. Microsoft Excel) and click 'Download'.


what's an e-Document?
We'll store copies of your statements and other correspondence we send you in the e-Documents section of online banking. Your statements and letters will be stored in Adobe Acrobat PDF format. Each time we add an e-Document to your message store we'll send an email to an external email address (which you've nominated) to prompt you to log on to online banking to view it.

how will I know when I can see my new e-Document statement online?
When your new statement is ready to view within online banking, we'll send an email to your nominated email address. Make sure the email address we hold for you is correct by going to the 'My Details & Settings' tab, clicking 'Change personal details' from the left hand menu and choosing 'Change contact details'.

how do I get the information I need to complete a tax return?
The new Account Summary makes it simple for you to complete a tax return. It details the interest paid and tax deducted for any savings and current accounts you hold with cahoot.

The Account Summary is automatically available to you in online banking within e-Documents on the left hand side. A secure message will be sent to notify you when it is available to view.

A Tax Deduction Certificate is also available on request by calling us on 0844 9000 900*. We're open 8am to 8pm Monday to Friday, and 9am to 5pm on Saturdays (if calling from outside the UK please dial +44 01908 937 222). *Call charges apply


where can I find a copy of my cahoot credit card agreement?
We'll send you a copy of your credit card agreement each time you get a renewal card. You can also request a copy of your credit card agreement from us at any time, by calling us on 0844 9000 900*. We're open 8am to 8pm Monday to Friday, and 9am to 5pm on Saturdays (if calling from outside the UK please dial +44 01908 937 222). *Call charges apply

how do I pay my cahoot credit card bill online?
You must set up a Direct Debit to pay your cahoot credit card bill. You can also make a payment from a debit card (including non-cahoot debit cards), or you can use online banking to make ad hoc payments from your cahoot current account.
  1. To set up a Direct Debit, select the 'Credit Cards' tab from the top menu, and choose the 'Set Up/ Amend Direct Debit' link from the left-hand menu. This may take a few days to complete, so please allow plenty of time before the payment is due. If you need to make a payment immediately, use the instructions below to make an immediate payment.
  2. To make a payment from your cahoot debit card to your cahoot credit card, select the 'Credit Cards' tab from the top menu, and choose the 'Pay cahoot credit card' link from the left-hand menu. Enter your debit card details and choose a payment option - you can choose to pay the minimum payment from your last statement, the full balance on your last statement, or another amount specified by you. Remember the minimum payment amount is the minimum amount that you must pay each month.
  3. You can also make ad hoc payments to your cahoot credit card from any cahoot bank account using online banking - just follow the steps below.
If you haven't paid your cahoot credit card before, you'll need to set up a new payee. Choose 'Set up a New Payment' and choose which account you want to make the payment from by selecting the account name/ number from the drop-down menu.

Next, fill in the fields on the on-screen form. You'll need the following detail:

  • Sort code: 09-06-41
  • Account number: 00000000
  • Reference: your 16-digit credit card account number.
Give the new payment a name to help you identify it on your statements using the 'Payee Name' field. It should be a name that will help you remember the payment, such as 'My cahoot credit card'. This will show on your statements and in your list of payees, should you wish to make another payment to your credit card.

Remember, if you make an additional payment to your account more than 5 days before your payment due date, the amount collected by Direct Debit will be adjusted to take account of this payment. The original Direct Debit will still be taken if an additional payment is credited to your account less than 5 days before the payment is due.


how do I pay my credit card bill online (non-cahoot credit card)?
If you want to make a payment to a non-cahoot credit card, you can use online banking - just follow the steps below.

If you haven't paid this credit card before, you'll need to set up a new payee. From 'Payments & Transfers' select 'Set up a new payment' and choose which account you want to make the payment from by selecting the account name/ number from the drop-down menu.

Next, fill in the fields on the on-screen form. Give the new payment a name to help you identify it on your statements using the 'Payee name' field. It should be a name that will help you remember the payment, such as 'My credit card'. This will show on your statements and in your list of payees, should you wish to make another payment to your credit card.

Their sort code: enter the payee's sort code which, for credit cards and other bills, is normally found on the reverse of the paper bill. If you don't have a paper bill to hand, you can use our 'look up' tool to find the payee's account details.

Their account number: enter the payee's account number, which, for credit cards and other bills, is normally found on the reverse of the paper bill. If you don't have a paper bill to hand, you can use our 'look up' tool to find the payee's account details.

Payment reference: enter the reference for the payment. For credit card payments this is normally your 16-digit credit card number (in some cases, it may be 15 digits). Enter it without the spaces.

If you want to make a payment immediately, or if you want to set up a payment for a date in the future immediately, fill in the amount of the payment in the 'Amount' field.

You can choose to make the payment immediately, by selecting the 'Now' option. If you select 'Now', the payment will be sent as soon as possible, to reach the external bank by the end of the next working day at the latest.

If you don't want to make a payment immediately, but you want to make a payment in the future and you know the date, you can select 'On this date' and enter the date of the payment.

If you don't want to set up a payment now, just leave the 'Amount' field blank. Your new payment can be found in your list of payees - select 'Pay or view an existing payee' to view the list.


how do I pay off my credit card?
You can make a payment in a number of different ways:

online

Pay online directly from your account by quoting:
  • Sort code: 09-06-41
  • Account number: 00000000
  • Reference: your 16-digit credit card account number.

Direct Debit

You can set up a Direct Debit to pay the minimum repayment, a fixed amount or the full amount of your statement balance. If you'd like to set up or amend a Direct Debit, use online banking or call us on 0844 9000 900*. We're open 8am to 8pm Monday to Friday, and 9am to 5pm on Saturdays (if calling from outside the UK please dial +44 01908 937 222). *Call charges apply


what's Adobe Acrobat?
You need Adobe Acrobat to view and print PDF documents that appear on this website. To download this program for free visit the Adobe website. You'll also find useful tools and resources on the Adobe website if you want to read PDF documents with a screen reader.

what's midata?
Midata allows you to download 12 months of transaction history from your current account and upload that information to independent comparison sites. The sites then use your transactions to compare current accounts, based on your spending habits.

You can access your midata file from your 'Download transactions' page in online banking.


whose responsibility is my midata file once it's downloaded?
Once you've downloaded your midata file it's your responsibility to keep it safe. When uploading your data, please choose a reputable comparison site that you are confident will use your information in a safe way.

do I need to keep my midata file?
No, in fact to protect your transaction information it's best if you keep your file on your computer or device for as little time as possible. You could even download your midata file from online banking, send it to your chosen comparison site straight away, then immediately delete it from your computer. If in future you want to run another midata comparison you would download a new file from online banking, reflecting transactions you had made more recently.

can I give my midata file to someone else to send for comparison?
No, as with all of your banking details you should keep your midata information secret.

will my chosen comparison site need any details other than my file?
No, you don't need to give your name or any of your banking details when you upload your midata file to a comparison site. You shouldn't give anything other than your midata file. midata comparisons are anonymous.

toptop

cahoot is a division of Santander UK plc. Registered Office: 2 Triton Square, Regent’s Place, London NW1 3AN, United Kingdom. Registered Number 2294747. Registered in England and Wales. www.santander.co.uk. Telephone 0800 389 7000. Calls may be recorded or monitored. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number is 106054. You can check this on the Financial Services Register by visiting the FCA's website www.fca.org.uk/register or by contacting the FCA on 0800 111 6768. cahoot, Santander and the flame logo are registered trademarks.