We always strive to provide you with the best products and services. Unfortunately things can go wrong sometimes, but telling us about it gives us the chance to fix things for you and make improvements.
The best way to contact us is over the phone so that we can talk to you in person:
Call us on 0800 092 3300.
Please have your Personal Access Code (PAC) to hand when calling. If you don’t have a PAC or have lost or forgotten it, please contact us on the number above.
Or you can contact us using one of the ways shown below. Please give us a daytime telephone number so we can talk to you if we need to:
Online: through the Contact Us section for existing customers on our website
You can write to us:
Cater Allen Private Bank
We want to fully understand what’s gone wrong. We’ll need some information from you to make sure the right person handles your complaint and can investigate and fix things for you as soon as possible.
We want you to be aware that we’ll look into the issue you’ve raised exactly the same way even if you use a third party. This could be a solicitor, claims management company or any other third party, for example a Financial Adviser. When making this decision it may be helpful to know:
We'll do everything we can to resolve your concern quickly and fairly. If we need extra information to investigate the issue, we'll contact you and where we've made a mistake, we'll put things right.
If we can resolve your complaint within three business days following the day we received it, we'll send you confirmation of this and we'll also let you know about the Financial Ombudsman Service (FOS) at this time.
For more complex issues we may need more time to investigate your concerns. If this is the case, we'll send you an acknowledgment letter outlining the next steps and when you can expect to hear from us.
Once we've completed a thorough investigation, we'll give you a final response which will outline the details of our investigation, how we reached our decision and what we're going to do to put things right.
We aim to resolve all complaints as quickly as possible and specific timescales apply to certain types of complaints:
These include complaints about making or receiving payments on your current account.
If you don’t agree with our resolution of your complaint and you’d like to take it further, you can ask the Financial Ombudsman Service (FOS) to look into it. This is a free, independent and impartial service that helps resolve disputes.
Although you can refer your complaint to the FOS at any time, they'll ask for our permission to investigate complaints where:
We'll send you the full details of our decision in our final response, including your right to refer your complaint to the FOS. If you do so, it should be within 6 months of the date on our final response.
Phone: 0800 0 234 567 (free from UK landlines and mobiles)
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Continually improving the service we offer and reducing the number of complaints we receive is very important to us. We regularly review complaints data, which helps us to understand how we can make improvements.
Every 6 months we publish the number of customer complaints we've received for the previous half year. We also put these figures into context using the type of products complained about.
The FCA require us to provide this information directly to them as well as on our own website, just as other firms have to. This data can be used as an indicator of how well we’re serving our customers, for comparison purposes and also to demonstrate the improvements we're making to reduce the number of complaints we receive.
|Firm Name||Cater Allen Limited|
|Group (if Applicable)|
|Other firms included in this report (if any)|
|Period covered in this report||01 July 2020 - 31 December 2020|
|Brands/Trading names covered||Cater Allen|
Number of complaints opened by volume of business.
|Product / Service Group||Provision (at reporting period end date)||Inter-mediation (within the reporting period)||No. of complaints opened||No. of complaints closed||Percentage closed within 3 days||Percentage closed after 3 days but within 8 weeks||Percentage upheld||Main cause of complaints opened|
|Banking & Credit Cards||4.9 per 1000 accounts||N/A||505||504||70%||29%||59%||Other General Admin / Customer Service|
Period covered in this report: 1 January to 30 June 2020
As we received fewer than 500 complaints in the period 1 January to 30 June 2020, we are not required to publish a summary of our complaints data for that period.
The Financial Conduct Authority (FCA) publishes firms’ complaints figures and provides analysis on the recent industry complaint data. From June 2016 the FCA made some changes to how firms should handle and report complaints. You can find more information about the changes here.
The Financial Ombudsman Service (FOS) also publishes information about how many complaints they receive from firms and the result of these. They also provide guidance on aspects of complaints handling and produce informative publications, putting topical issues under the microscope.
To see results for other financial providers, please visit their website.