The changes we've been communicating to you over the last months are now live for all customers. The main change is the new Internet Banking site, with additional functionality for your convenience to allow you to manage your accounts more efficiently.
You can find all the information your need to know regarding the changes on this webpage, including copies of the letters we’ve sent you.
We understand the importance of being able to bank 24/7 from the comfort of your home or office, so our new Internet Banking site offers additional functionality for self-servicing your daily banking needs.
|Functionality||Currently available||Available from 29 July 2019 *1|
|Portfolio Summary for all accounts held (current accounts and deposits) and account details per account||Yes||Yes|
|Transaction listing (view and download transaction history on your account(s)||Yes||Yes|
|Set up and manage standing orders||Yes||Yes|
|View and edit Direct Debits||Yes||Yes|
|Update personal details and change login credentials||Yes||Yes|
|Making payments (internal, domestic and International) and setting up Payees/Beneficiaries||Yes
(excluding international payments)
(including international payments)*2
|Account statements and the ability to sign up for paperless statements (in the account settings)||No||Yes|
|Cheque related services (request a chequebook, check status of cheques and cancel cheques)||No||Yes*3|
|Manage Term Deposits' maturity instructions online||No||Yes*3|
|Set up bulk payments||No||Yes|
|Amend marketing preferences and statement frequency preferences||No||Yes|
*1 The changes are already live for some customers. We’ll write to all remaining customers in the coming months to confirm when the changes will be live for them.
*2 International payments will be made available soon
*3 Available for Personal customers only
If you currently use Internet Banking, when you log in to the new site for the first time you’ll be asked to change your credentials (both your Personal Access Code (PAC) and Internet Banking Password). We’ll then send a One Time Passcode (OTP) to your registered mobile number for you to validate this. If you don’t have your mobile number registered with us, please call us on 0800 092 3300 to do this.
Once you’ve set-up your new PAC and password, the log in process will remain the same as the existing process, but in future we’ll ask you to provide your full Internet Banking Password rather than three characters from your password as you do now.
If you are an existing Internet Banking customer, please follow the first time log in steps as outlined in our First Log in Guide.
If you are not currently an Internet Banking user but want to register now, please follow the steps outlined in our step by step Guide to Register.
Visit Our Internet Banking Service page for FAQs about logging in.
After the new site is live, for security, we’ll use your current Personal Access Code (PAC) the first time that you call our Contact Centre. We’ll then confirm that a new PAC code has been ordered that you’ll need to use in future.
Once the new Internet Banking site is live for you, you can take advantage of the self-servicing functionality and re-set your new credentials as detailed above.
ServiceLine, the interactive voice response service from Cater Allen, will be closed and all of its current functionality will be available either via our Internet Banking site or our Contact Centre.
The following key services are currently offered by ServiceLine:
|ServiceLine functionality||Future functionality availability|
|Order a statement||Internet Banking and Contact Centre|
|Balance and previous transaction inquiry||Internet Banking and Contact Centre|
|Order a new chequebook||Internet Banking and Contact Centre|
|Order a new paying in book||Internet Banking and Contact Centre|
|Change your Personal Access Code (PAC)||Internet Banking|
ServiceLine will close by the end of 2020. Once closed, if you call our ServiceLine number (0800 092 4400) you’ll automatically be redirected to the Contact Centre.
Please note, if you have already moved to our new system then this service is no longer available to you.
Please either use the Internet Banking Services or contact us via email on firstname.lastname@example.org.
Withdrawals and payments: Your payments will now be processed faster. Please refer to the table below for our new cut-off times for payments made via the Contact Centre and via Internet Banking:
|Payment Type||Cut-off time (Contact Centre)||Cut-off time (online)||When the money usually arrives at the recipient's bank|
|Sending money within the UK by CHAPS payment (same day payment in pounds to all other banks in the UK)||4pm||No cut-off time applicable||If requested before 4pm, money will normally be paid to the beneficiary before 9pm on the same business day|
|Faster Payments (in pounds)||8pm||No cut-off time applicable||Within 2 hours 1|
|Standing order/future dated payment (in pounds)||8pm on business day before payment due||8pm on business day before payment due||Business day on which payment is due|
|Sending money outside the UK (non-euro)||2.30pm||2.30pm (cut-off time for same day processing)||Within the EEA - same business day (if received until cut-off time, if after then it will be the next business day) Outside the EEA - usually within 4 business days|
|Sending money outside the UK by SWIFT payment (in euros)||2pm||2pm||Same business day|
|Payment in US dollars||2.30pm||2.30pm||May take up to 4 business days|
|Other payment not in pounds or euros||2.30pm||2.30pm||May take up to 4 business days 2|
1 We process these payments via Santander. There may be a delay in processing your payment transaction while fraud prevention checks take place.
2 This will depend on the currency and destination of your payment. For more information call us on 0800 092 3300.
Inbound Faster Payments: To allow you to receive your funds sooner, we’ve removed the cut-off time of 6.20pm on a business day. You can now receive these funds throughout the day and these will be available to you immediately as soon as we receive the transfer, subject to any security checks.
Cheque clearing timescales: As a result of new cheque imaging functionality we've improved our cheque clearing timescales so you have quicker access to your funds. The money from cheques deposited (in pounds) will be available from the next business day after we receive the cheque by post.
Making your Account dormant: To better protect customers’ funds and to simplify our processes, we’re reducing the time frame after which an account will become dormant. A dormant account is an account that has not been used for a set time period, and following written contact from Cater Allen, where the customer has not transacted on their account or contacted Cater Allen to confirm that the account is still required.
|Account type||Period after which your Account may be determined as dormant|
|Current accounts||12 months|
|Notice accounts, Pension current accounts and ISAs||60 months|
|Term Maturity Account||12 months|
Settlement of interest: From May 2019 we’ve been paying you interest on the last day of the month. All accounts which had previously received interest on any other day were provided with an additional one-off payment of interest, before having moved to an end of month cycle for interest payment. You’ll be able to see this additional credit of interest on your account statement. Going forward, you will no longer be able to choose the day on which the interest is credited to your account.
Change to interest pay out: Currently, you have the option of choosing to receive the interest earned on an Account in any of your other Cater Allen accounts. From the date the changes are effective for you, interest will be paid directly into the account on which it was earned. Find out when the changes are effective for you here. If you would like this interest to be transferred or paid to another Cater Allen account, you'll be able to do this within Internet Banking or by calling us on 0800 092 3300.
Statement frequency: As part of the changes, you can opt for a weekly, fortnightly, monthly, quarterly, half-yearly or annual statement. You can select the frequency on the new Internet Banking site or by calling us on 0800 092 3300.
Changes to notice periods for interest rate changes: We’ve simplified the conditions around how we can make changes to interest and exchange rates on your Account to make them clearer. How much notice we give you will still depend on the type of account you have and the type of change.
We’re in the process of making these changes, they’re already live for some customers, and we’ll be writing to all remaining intermediaries and customers in the coming months to confirm when the changes will be live for them.
We are aiming to improve the services we provide you by upgrading our systems, introducing Faster Payments and delivering a new Internet Banking service, facilities our customers have been asking us to improve for some time. We are making every effort to make sure that there is as little inconvenience to you as possible, however there will be some changes to how we service your account(s).
No. You will be able to use your existing Internet Banking password and PAC to log in to the new Internet Banking site for the first time. However, when you have logged in, you will be prompted to reset both your password and your PAC. You will receive a One-Time Passcode (OTP) to your mobile to validate your information. Once you have reset your credentials (this should only take a minute) you can proceed to the new site. We will write to you again to remind you what you need to do.
You'll still be able to call us to request any transactions and for any help you need. However, the new Internet Banking site will give you much more flexibility to manage your account including setting up new payments, making international payments, downloading statements for free if you opt for paperless functionality, and also managing accounts which require more than one person to sign. We would encourage you to try out the new site.
One Time Passcode (OTP) authentication is a one time passcode that we send to your registered mobile telephone number to verify that it is you carrying out the specific transaction.
We need to have a registered mobile number so we can send you a One Time Passcode (OTP) when you register for Internet Banking, plus we also send OTPs for certain transactions when you’re online. We also require your Email Address as you may choose to enact Paperless Statements for some or all of your accounts.
ServiceLine is a 24-hour automated free telephone service that provides you with access to information on your Cater Allen account. As very few of our customers use ServiceLine, we are removing this service. All of the services we offer through ServiceLine will be available in Internet Banking or by calling our usual number.
The Contact Centre will not be impacted at all by removing ServiceLine and will continue to support all customers as it does currently. Once discontinued the ServiceLine telephone number will automatically redirect all callers to the Contact Centre.
As part of the changes we are making, we can only make interest payments on the last day of the month you're due to be paid in. Additionally, you cannot change the frequency of when we make interest payments into your Account. You'll receive interest on your Account as per the frequency mentioned in your Account's Fact Sheet. You can view and download your Account Fact Sheet on the Download literature page under Resources.
To summarise, all subsequent
You can find a copy of the letters we have sent you under ‘More information’.
You can find a copy of the letters we have sent you below, under ‘More information’. If you need to update your address, please call us on 0800 092 3300.
You can now complete both domestic (Faster Payments and CHAPS) and foreign payments*1 through Internet Banking. Please note that some payments incur a charge. You can find more information on the Banking Tariff or Fee Information Document which relates to your account (personal current accounts only). This can be found by going to your account’s product name under the Account section.
You must first set up the Payee via the ‘Manage Payees’ functionality within the ‘Payments’ tab. Once your new payee has been created, you can then create a domestic payment and select your payee from the dropdown options shown.
To set up a foreign payment you must enter the payee details in full with each foreign payment that you make*1.
Yes – any domestic payments can be future dated. However, all foreign payments can only be sent as same day payments.
Yes – you can now benefit from Faster Payments as long as the value is less than £100,000. If you need to send a payment value of over £100,000 this must be sent by CHAPS.
Bulk Payments is a brand new functionality which allows you to upload an Excel template of payments enabling you to process them in one batch with just one One Time Passcode (OTP) verification text message.
If you notice suspicious transactions on your account which neither you or a joint account holder made, contact us as soon as possible - take a note of the transaction amount and date and call us on 0800 092 3300.
As part of the changes being introduced we have now moved to faster payments. This won't change the day your standing order is debited, however, it may appear as the previous day on Internet Banking. If you wish to change the date of your standing order you can do this by logging on to your Internet Banking or by calling us on 0800 092 3300.
*1 Foreign / International payments will be made available soon
Yes, go to the ‘Accounts’ section of your Internet Banking, click on ‘statement preferences’, choose the account number and select the ‘paperless’ option. When you choose paperless, an email or text message will be sent to notify you every time a new statement is available to view online.
Yes, future statements will be available to view and download in a PDF format. Just go to the ‘Accounts’ section of your Internet Banking to select the statement you want to see.
You can update your personal details within the ‘Update Personal Information’ section under the 'Settings' tab.
Please 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 forgotten it, please let us know when you call.
Yes, you can order one in the ‘Service Request’ tab by completing the information in the ‘Chequebook Request’ section.
Yes, you can send us a message through the ‘Mailbox’ tab. By clicking ‘Compose’ and completing the information requested you can send us a message. If you send us an enquiry we aim to respond to you within 48 hours. By contacting us through your mailbox, all your messages and responses will be held in one place for you.
Quick Links will display the services you are most likely to use so that you can quickly navigate to the parts of the site you use the most.
Yes, you can drag and drop the Quick Links box so it displays on the right or left hand side of your screen.
Your business account(s) can be found under the ‘Linked Accounts’ tab. Within this section you can view and transact on your business banking account(s).
We are actively working with Sage, Open Source, Xero and Free Agent to ensure that their software is compatible with our Internet Banking. Please update your chosen provider with your new internet banking credentials (via the providers website), so that the third party can then work on a solution to get your accounts linked up with their software again.
Yes, once you are logged in to Internet Banking you can do this through the ‘Settings’ tab. After completing your request to change your PAC or password you will be logged out of Internet Banking and will need to log in again using your new credentials.
If you have forgotten your log in details you can select ‘Forgotten your PAC’ or ‘Forgotten your Password’ from the main log in page.
You can transfer money between your accounts by selecting the ‘Payments’ tab and then clicking ‘Own Account Transfer’ as long as those accounts are set up under the same customer number and within the same tab on Internet Banking.
You will need to set up a payee and send the money via a domestic payment. You can do this by first setting up the Payee via the ‘Manage Payees’ functionality within the ‘Payments’ tab. Once your new payee (receiving account) has been created, you can then create a domestic payment and select your payee from the dropdown options shown.