Service Quality Information

The Financial Conduct Authority requires us to publish the following information about our business current accounts:

How to get help and support 

How and when you can contact us to ask about the following things:

  24 hour help? Telephone Internet banking Mobile banking
Contact details   General Enquiries:
0800 092 3300

Reporting Fraud:
01268 298 807

New Account Queries:
0800 032 7095
caterallen.co.uk No mobile app available at this time
Checking the balance and transactions Yes Available 24 hours everyday
0800 092 3300
Not possible3 Not possible4
Sending money within the UK, including setting up a standing order No Mon to Sat
7am to 9pm

Sun1
8am to 9pm

0800 092 3300
Not possible3 Not possible4
Sending money outside the UK No Mon to Sat
7am to 9pm

Sun1
8am to 9pm

0800 092 3300
Not possible3 Not possible4
Paying in a cheque No Mon to Sat
7am to 9pm

Sun1
8am to 9pm

0800 092 3300
Not possible3 Not possible4
Cancelling a cheque No Mon to Sat
7am to 9pm

Sun1
8am to 9pm

0800 092 3300
Not possible3 Not possible4
Cash withdrawal in a foreign currency outside the UK No Mon to Sat
7am to 9pm

Sun1
8am to 9pm

0800 092 3300
Not possible3 Not possible4
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds No Mon to Sat
7am to 9pm

Sun1
8am to 9pm

0800 092 3300
Not possible3 Not possible4
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number No Mon to Sat
7am to 9pm

Sun1
8am to 9pm

0800 092 3300
Not possible3 Not possible4
Third party access to an account, for example under a power of attorney No Mon to Sat
7am to 9pm

Sun1
8am to 9pm

0800 092 3300
Not possible3 Not possible4
Problems using internet banking or mobile banking No Mon to Sat
7am to 9pm

Sun1
8am to 9pm

0800 092 3300
Not possible3 Not possible4
Reporting a suspected fraudulent incident or transaction No Available 24 hours everyday

01268 298 807
Not possible3 Not possible4
Progress following an account suspension or card cancellation, e.g. following a fraud incident No Mon to Sat
7am to 9pm

Sun1
8am to 9pm

0800 092 3300
Not possible3 Not possible4
Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available No Mon to Fri2
9am to 5pm

0800 032 7095
Not possible3 Not possible4

Note: 
This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account.
1 Bank Holiday 7am to 9pm 
2 Closed Sat, Sun & Bank Holidays
3 Webchat for Internet Banking is not available at this time but you can contact us on the number above within the hours specified
4 There is no Mobile banking app available at this time but you can contact us on the number above within the hours specified.

How to do common tasks 

How and when you can use your bank account to do the following things:

  Telephone banking Internet banking Mobile banking
Checking the balance 0800 092 4400
Available 24 hours everyday
www.caterallen.co.uk
Available 24 hours everyday
Not possible
No mobile app available at this time
Accessing a transaction history1 Not Possible2 www.caterallen.co.uk
Available 24 hours everyday
Not possible
No mobile app available at this time
Sending money within the UK Not Possible www.caterallen.co.uk
Available 24 hours everyday
Not possible
No mobile app available at this time
Setting up a standing order Not Possible www.caterallen.co.uk
Available 24 hours everyday
Not possible
No mobile app available at this time
Sending money outside the UK Not possible Not possible Not possible
No mobile app available at this time
Paying in a cheque Not possible Not possible Not possible
No mobile app available at this time
Cancelling a cheque Not Possible Not possible Not possible
No mobile app available at this time

Note: This is a list of common queries. It does not represent the full list of actions you can raise in relation to your account.
1 Required for at least the previous 90 days 
2 Only available for 30 days history

Information about our incidents 

Information about operational and security incidents. We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.

  In the 3 months between 01-July and 30-September In the 12 months April 2018 and September 20181
Total number of incidents reported 0 1
Incidents affecting telephone banking 0 1
Incidents affecting mobile banking 0 0
Incidents affecting internet banking 0 1

Note: 
1 The first reporting period started on 1 April 2018 so a full 12 month view will be available from 15 April 2019.

Information about our complaints 

Complaints data

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months.  In certain circumstances, we are also required to publish a summary of our complaints data.

We are not required to publish a summary of our complaints data for the most recent six months period.

The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at http://www.ombudsman-complaints-data.org.uk1

Note: 
1 The volume of Financial Ombudsman Service complaints for Cater Allen are included within the Santander UK Plc total

What you’ll need to open a current account 

Opening a current account with us:

Go to here to find out how you can open an account, and what information and documents you need to give us to open an account.

Information about how to open a current account  

To open any of our accounts, a new customer will need to provide us with the document and information set out here. We may request additional information or documents in individual cases.

You can open an acount:
Without visiting a branch Yes
Where a visit to a branch is required, without an appointment No1
By sending us documents and information electronically No
By post Yes

Note:
1 Cater Allen does not have a branch network. Contact us on 0800 032 7095 for further information. Lines are open from 9am to 5pm Mon-Fri.