Important changes to our services

Over the coming months we’re making a number of changes to the services that we provide to you and your customers, focusing on a new Internet Banking platform and a new Intermediary Portal.

All of these changes will apply no earlier than 29 July 2019. We’re in the process of contacting you and your customers by post to provide you with more details. You can find all the information you need on this webpage and a copy of the letters we’ve sent can be found under the ‘More information’ tab.

We’ll write to you again in the coming months to confirm an exact date for when the changes will be effective for you. We’ll also be updating this webpage.

We’ll use email or SMS to confirm when the changes have been made. If you need to update your contact details, please call us on 0800 092 5500.

New Intermediary Portal

Introduction of a new Intermediary Portal

The upcoming changes will focus on the introduction of a new Intermediary Portal which will replace our existing intermediary online channels (IFA browser and FTP shared folder). The Intermediary Portal will offer stronger security and a range of new tools and features to enable you to service your account(s) and your customer portfolio online.

We’ll let you know when the new Intermediary Portal is live, after which the existing IFA Browser and FTP Shared Folder will no longer be available.

Intermediary access to customer accounts will continue in accordance with the existing mandate held by Cater Allen for those customer(s).

Cater Allen will need to hold a valid mobile number for you to be able to use the new Intermediary Portal. This will be used to generate a One Time Passcode (OTP) at first log in and each time a transaction is requested. OTP is a regulatory requirement to ensure stronger authentication around transactions.

Functionality available online Existing online channels (IFA browser & FTP shared folder) New online channel (Intermediary Portal)
Portfolio Summary for all accounts held, managed and introduced (current accounts and deposits) and account details per account Yes Yes
Customer and account search capability Yes Yes
Ability to download reports Yes Yes
Transaction listings (view and download transaction history on your account(s)) Yes Yes
Making payments (internal, domestic and International) and settings up payees/beneficiaries No Yes
Account statements (view and download statements for the past 12 months) No Yes
Set-up bulk payments No Yes
Bulk on-boarding No Yes
Online transactions, validation and authorisation No Yes
Set-up and manage standing orders No Yes
Update personal details and change login details No Yes
Secure messages No Yes
Marketing and statement frequency preferences No Yes

The existing online channels will continue to be available until at least 24 June 2019. The final date for the launch of the new Intermediary Portal will be confirmed, as explained above.

How you can access the new Intermediary Portal

To access the new Intermediary Portal all users will need to have a new set of login details.

If you currently use the IFA browser, FTP shared folder and/or Sub Account Portal (for introducing client accounts), your existing login credentials won’t be valid once these channels are discontinued.

The new Intermediary Portal will have stronger authentication and we’ll issue new credentials to all current users of the IFA Browser, FTP shared folder and the Sub Account Portal. We’ll need more information from each user in order to set up the new credentials (i.e. address, mobile number, email address, etc.) and we’re in the process of contacting each user to request this information.

We’ll then let you know when the new Intermediary Portal is live, with instructions on how to access it. If you or any users in your company have not been contacted by the end of March 2019, please call us on 0800 092 5500.

If you don’t use our existing online channels, we’ll provide further instructions on how to sign up for this new service.

Other changes

Facility to Deposit Client Cheques

We’re removing this facility on 5 May 2019. From this date you won’t be able to order paying-in books that detail account number 00000012 as we‘re closing this account. If you do try to deposit using this account number, your cheques will be returned to you.

To deposit money into accounts after this date you can either do an electronic transfer from another bank account directly, or post cheques (in pounds) using our postal paying-in book to this address: CAPB Processing Centre, PO Box 12665, Harlow, CM20 9QP. If you don’t have a postal paying-in book or prepaid envelopes with this address on, you can order these from our website:

Note: If you receive any foreign cheques these need to be sent to: Foreign Cheques Team (Cater Allen), Payment Operations, Santander UK 2nd Floor Admin North, Bridle Road, Bootle, Liverpool, L30 4GB.

Changes for your customers

We’re making a number of changes aimed at making our banking services more efficient and convenient for your customers, especially through Internet Banking.

You can find full details of these on our ‘Important changes to our services’ webpage here.

More information