Important changes to our services

Over the coming weeks we’re making changes to our Internet Banking services to make them more efficient and convenient.

We’re in the process of making these changes, they were already effective for some customers from July 2019 and to others from September 2019. Finally, we will be writing to all remaining customers to confirm when the changes will be live and effective for them.

Find out when the changes are effective for you here

You can find all of the information you need on this webpage, including a copy of the letter that we’ve sent you.

New Internet Banking

New Internet Banking site with additional functionality

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)
Yes
(including international payments)
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
Manage Term Deposits' maturity instructions online No Yes*2
Set up bulk payments No Yes
Secure messaging No Yes
Amend marketing preferences and statement frequency preferences No Yes

*1 The changes were effective for some customers from 29 July 2019, we will write to all remaining customers to confirm when the changes will be live for them.

*2 Available for Personal customers only

How to access the new Internet Banking site

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.

New credentials for non-Internet Banking users

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.

Our Contact Centre and ServiceLine

Removal of ServiceLine

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 October 2019. Once closed, if you call our ServiceLine number (0800 092 4400) you’ll automatically be redirected to the Contact Centre.

Payment Services

Important changes to Terms and Conditions

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.

Foreign cheque deposits: When depositing a foreign cheque there are two clearance methods, Negotiation (using this method the cheque will be made available after 6 working days) and Collection (using this method it will take on average 4-8 weeks for the cheque to clear). There are criteria that are taken into account to determine which clearance method is used for your cheque. There have been some changes to the criteria used to make this decision.

The value threshold dependency for a foreign cheque clearance method has been decreased. Previously, a cheque with value over £7,500 (€7,500 / $7,500) would have been automatically cleared using the collection method. This value has decreased to £5,000 (€5,000 / $5,000). Any cheque with a sterling equivalent value under £5,000 can be cleared using either method. In addition, there still remains a minimum value to clear a cheque, that value has decreased to £100, allowing for lower value cheques to be cleared.

Other changes

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.

Frequently Asked Questions

Log in and registration

When are the changes happening, when are they effective for me?

We’re in the process of making these changes, they were already effective for some customers from July 2019 and to others from September 2019. Finally, we will be writing to all remaining customers to confirm when the changes will be live and effective for them.

Why are you making so many changes at the same time?

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).

Will I need to order a new PAC and passwords for the new Internet Banking Service?

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.

What if I don’t want to use the new Internet Banking site?

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 past 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.

What is One Time Passcode authentication?

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. 

Why do you need my email address and mobile telephone number for access to Internet Banking?

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

Why are you removing ServiceLine?

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.

Does removing ServiceLine impact customer access to Cater Allen’s Contact Centre?

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.

Interest Payments

What changes are being made to interest payment dates?

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

  • monthly interest payments will be made on the last day of the month
  • quarterly interest payments will be made on the last day of March, June, September and December
  • six monthly interest payments will be made on the last day of June and December and
  • annual interest payments will be made on the last day of December.

 

Letters sent to you

You sent me a letter but I have misplaced it – can you send me another one?

You can find a copy of the letters we have sent you under ‘More information’.

I haven’t received a letter – what should I do?

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.

Payments

What type of payments can be completed through Internet Banking?

You can now complete both domestic (Faster Payments and CHAPS) and foreign payments 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.

How do I set up a domestic payment through Internet Banking?

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.

How do I set up a foreign payment through Internet Banking?

To set up a foreign payment you must enter the payee details in full with each foreign payment that you make.

Can I send future date payments through Internet Banking?

Yes – any domestic payments can be future dated. However, all foreign payments can only be sent as same day payments.

Can I send Faster 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.

What is Bulk Payments?

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.

What if I notice some suspicious transactions on my account?

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.

Why has my standing order debited a day early?

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.

Statements

Can I opt for paperless statements?

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.

Can I view my statements 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.

Updating your information

How do I update my address, email address or phone number?

You can update your personal details within the ‘Update Personal Information’ section under the 'Settings' tab.

I’ve tried to change my business address online, but it says I can only update my personal address. What do I need to do to update my business address?

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.

Chequebooks

Can I order a chequebook through the new Internet Banking?

Yes, you can order one in the ‘Service Request’ tab by completing the information in the ‘Chequebook Request’ section.

Contacting us through Internet Banking

Can I contact Cater Allen through Internet Banking?

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

What is Quick Links?

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.

Can I move Quick Links?

Yes,  you can drag and drop the Quick Links box so it displays on the right or left hand side of your screen.

Business Banking Accounts

How do I view my Business Banking Account?

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).

Is Internet Banking compatible with third party accounting software (e.g. Quickbooks, Sage or Xero)?

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.

Changing your PAC or password

Can I change my PAC or password?

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.

Transferring money between your Cater Allen accounts

How do I transfer money from one of my Cater Allen accounts to another?

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.

How do I transfer money between my personal and business accounts or between accounts with different customer numbers?

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.

More information