Our Internet Banking service

With Internet Banking, you can manage your accounts in one place, safely and securely. It's easy, free and available 24 hours a day, 7 days a week.

Log on

Key features

Send and receive money easily and safely.

Make same day payments or schedule future ones.

View and download your transactions and statements.

Message us securely online if you need help.

Getting started and logging on

If you've just opened your first account with us and want to register for Internet Banking, you'll need a few things with you.

Customer ID - It's on the second welcome letter we sent to you.
Account number - You can use any of your account numbers. They're on the first welcome letter we sent to you, your statements and cheque books.
Mobile phone - This will be used to verify your One Time Passcode (OTP).

If you need help, please see our Internet Banking registration guide, or call us on 0800 092 3300.

If you already have an account with us, you'll need to create a password to get started. It's best to do this on a desktop PC or laptop. Or you can do this on a mobile phone by switching to desktop mode on your mobile's browser.

Please have your Customer ID number, Personal Access Code (PAC) and mobile phone to hand. Follow the steps below:

log on to Internet Banking
enter your Customer ID, click 'Continue'
click 'Forgotten password?'
type in your Customer ID and account number then tick to confirm you've read the T&Cs. Click 'Continue'
enter your Personal Access Code (PAC), One Time Passcode (OTP), click 'Continue'
enter a new password, then click 'Submit'
click 'Continue'.

visit caterallen.co.uk
click 'Log on or Register' in the top right
enter your Username or Customer ID, click 'continue'
enter your 6-digit Personal Access Code (PAC), Password then click 'Log On'
enter your 6-digit One Time Passcode (OTP), if it asks you to
we'll send your OTP to the mobile number registered to your account
click 'continue'.

Your Customer ID is a 10-digit number. It's unique to you and your Cater Allen account. Use it as your log on to Internet Banking, but you can change it at any time.

You can find your Customer ID on your welcome letter. If you need a copy of your welcome letter, call us.

If you're already registered for Internet Banking, you can log on and change your PAC online.

If you don't know your PAC, you'll need to call us on 0800 092 3300 and we'll send this to you in the post.

Our Internet Banking service works on desktops, laptops, mobiles and tablets such as Androids, iPhones, iPads and more.

We recommend you use the most up-to-date version of your internet browser.

We use a One Time Passcode (OTP) to authorise certain transactions. Your OTP is a secure key to your account. It stops anyone except you from making changes or payments to your account.

We send an OTP to the mobile phone registered to your account. Each OTP is unique to the transaction you're making. Enter the OTP when you make an online transaction.

Find out more in the OTP section of our Security centre.

Internet Banking terms and conditions (pdf)

Help and guidance

We'll send One Time Passcodes (OTPs) to the mobile number registered on your account. This will happen when you're logging in, or making payments or changes to your account.

To update your mobile phone number, call us.

try entering your customer ID without the "00". For example, 12345678, not 0012345678
make sure you're using your personal customer ID. Do not use your business customer ID
if you're a new customer, find your customer ID on your welcome letter
if you've forgotten or lost your Customer ID or Username, please call us.

If you try to log in a few times, we may disable your login details.

If this happens, please call us.

This is how to set up your username, password and Personal Access Code (PAC).

Your username must:

be between 5-26 characters in length
contain a minimum of 5 alphabetic characters
not include spaces or any special characters
not include a sequence of 5 or more characters e.g. User12345.

Your password must:

be between 8 and 20 characters in length
contain uppercase, lowercase, numeric and special characters (such as %&^@!)
not be the same as your username
not have repeated characters e.g. AABB123
not contain your first, middle or last name.

Your Personal Access Code (PAC) must:

be a 6 digit number
not be your date of birth
not include consecutive numbers e.g. 123456
not include repeated numbers e.g. 111234.

You can change your PAC or password in Internet Banking.

Change your password

log on to Internet Banking
click 'My Details' (top right menu)
choose 'Change password' (left side menu)
enter your current password
create a new password and confirm
press 'continue'
enter your Personal Access Code (PAC) and One Time Passcode (OTP), click 'Submit'.

Change your Personal Access Code (PAC)

log on to Internet Banking
click 'My Details' (Top right menu)
choose 'Change PAC' (left side menu)
enter your current Personal Access Code (PAC)
create a new Personal Access Code (PAC) and confirm
click 'Continue'
enter your Password and One Time Passcode (OTP), click 'Submit'.

Reset your personal access code (PAC) in Internet Banking:

log on to Internet Banking
enter Username or Customer ID, click 'Continue'
click 'Forgotten PAC?'
enter your Customer ID and account number. Then tick to confirm you've read the T&Cs. Click 'Continue'
enter your Password, One Time Passcode (OTP), click 'Continue'
enter your new Personal Access Code (PAC), confirm it a second time. Then click 'Submit'
click 'Continue'.

You can reset your password within Internet Banking:

log on to Internet Banking
enter your username or customer ID, click 'Continue'
click 'Forgotten password?'
type in your Customer ID and account number. Then tick to confirm you've read the T&Cs. Click 'Continue'
enter your Personal Access Code (PAC), One Time Passcode (OTP), click 'Continue'
enter a new password, then click 'Submit'
click 'Continue'.

You can reset your username in Internet Banking:

log on to Internet Banking
click 'Forgotten username?'
enter your Customer ID and account number, then tick to confirm the T&Cs. Click 'Continue'
enter your Personal Access Code (PAC) and One Time Passcode (OTP), click 'Continue'
enter your new username, confirm it a second time. Then click 'Submit'
click 'Continue'.

When you visit our Internet Banking site for the first time, you'll need to select your cookie preferences. Cookies are small text files placed on your device when you visit a website, this helps us recognise you as a user and make your visit easier and more useful when you next visit our website. You can read more about this on our Cookie policy page.

Sometimes your device's security software can block pop-ups. This means you can't make your cookie choice, and this can stop you from logging on.

To sort this, you should clear your cache. A cache is a temporary storage space on your browser which saves copies of websites, images and more.

You can clear your cache by going into your browser's settings and clicking 'clear cache' or 'clear browsing data' and making sure 'cached images and files' is selected.

Other services available

Features	Personal customers	Business customers
Register for Internet Banking	Internet Banking	Internet Banking
Forgot log on credentials (Pre-Log On)	Internet Banking	Internet Banking
Change log on credentials (Post Log On)	Internet Banking	Internet Banking

Features	Personal customers	Business customers
View last 30 days transactions	Internet Banking	Internet Banking
View transaction list	Internet Banking	Internet Banking
Download transaction list	Internet Banking	Internet Banking
View account details	Internet Banking	Internet Banking
Set statement preferences	Internet Banking	Internet Banking
Enquire cheque status	Internet Banking	Internet Banking
Send/receive Secure messages	Internet Banking	Internet Banking
Change address, email & mobile	Internet Banking	Call us
Cancel a cheque	Internet Banking	Internet Banking
Close your account – Sterling account	Internet Banking	Internet Banking
Close your account – Currency account	Call us	Call us
View and download bank statement	Internet Banking	Internet Banking
View and download Annual Interest Statements	Internet Banking	Internet Banking
Order a cheque book	Internet Banking	Internet Banking
Order a paying in book	Call us or send a secure message	Call us or send a secure message

Features	Personal customers	Business customers
Individual Faster Payment (Same day or future dated)	Internet Banking	Internet Banking
Individual CHAPS payment (Same day or future dated)	Internet Banking	Internet Banking
Foreign payment	Call us	Call us
Account transfer (Same day or future dated)	Internet Banking	Internet Banking
Bulk (multiple) payments (Same day or future dated)	Internet Banking	Internet Banking
Set up & manage Standing Orders	Internet Banking	Internet Banking
Set up & manage payees	Internet Banking	Internet Banking
Manage Direct Debits	Internet Banking	Internet Banking
View future dated payments	Internet Banking	Internet Banking
Cancel future dated payments	Call us	Call us
View payments history	Internet Banking	Internet Banking
Authorise transactions	Internet Banking	Internet Banking

Features	Personal customers	Business customers
View Term Deposit details	Internet Banking	Call us
Update Term Deposit maturity instructions	Internet Banking	Call us

Our Internet Banking service

Key features

I'm a new customer

I'm an existing customer

How to log in to Internet Banking

What's my Customer ID number and where can I find it?

What's my Personal Access Code (PAC) and where can I find it?

What browser or device can I use?

One Time Passcodes (OTPs)

Internet Banking terms and conditions

My mobile number isn't registered

My Customer ID is incorrect, and I can't log in

I'm locked out, what do I do?

What's the criteria for my username and password?

Your username must:

Your password must:

Your Personal Access Code (PAC) must:

I want to change my Personal Access Code (PAC) or password

Change your password

Change your Personal Access Code (PAC)

I've forgotten my Personal Access Code (PAC)

I've forgotten my password

I've forgotten my username

I'm having issues logging on, what can I do?

Registration and logging on

Account services

Payment services

Term deposits