Our approach to security

Account Dormancy

To protect our customers and reduce the risk of fraudulent activity on their banking and savings accounts we make an account dormant if it has not been used for the set time period.

This table outlines the time periods for each product type:

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

We send letters to tell our customers when the account is nearing the time period for dormancy for their individual account type.

To keep the account active you need to complete a transaction on the account (i.e. deposit, withdrawal). If a customer has an account that is already dormant, the account can be reactivated on request. To do this please call us on 0800 092 3300 and we will tell you the next steps as we may require some identification from you.

What makes Cater Allen’s Internet Banking secure?

Years of experience has shown us exactly what works in Internet Banking. As well as giving you a user-friendly website, we’ve built a service that works actively to protect both your identity and your finances.

When you bank online, it's important that we recognise you

How we recognise you:

  • Log on details - your log on details such as Personal Access Code (PAC) and password are unique to you.
  • One Time Passcode (OTP)- we send these unique codes to your mobile to security check:
    • Payments
    • Amends you make to payment details 
    • Online Debit Card purchases.

Verifying your transactions with One Time Passcode (OTP)

We send One Time Passcodes to your registered mobile phone to give an extra layer of security.

OTP means you don’t need to remember additional passwords or carry separate kit such as Debit Card readers. Always make sure the details quoted within the OTP message correspond with your original request. If you ever receive an OTP message which you are not expecting, notify us immediately as it may be a sign of attempted fraud on your account. The OTP code we send you should not be given to anybody else, either verbally or in writing. It should only be entered when making Debit Card purchases online or when using Internet Banking.

Remember - Never share a One Time Passcode (OTP) with anyone, not even a member of Cater Allen staff.

You can call us on 0800 092 3300 to keep us updated with your new mobile phone number so we can send you OTPs.

Automated fraud monitoring

We monitor your account(s) for any suspicious behaviour. If we spot anything suspicious we may contact you to check whether requests are genuine.

We might get in touch about transactions such as:

  • setting up a payment or making a new payment
  • amending existing payment details, or
  • Debit Card purchases.

If there's a transaction that you don't recognise when we contact you, we'll take the necessary steps to keep your account secure. We'll never ask you to transfer your money to a safe account. If you're ever asked to do this hang up and call us immediately on 0800 092 3300 to report it.

If you have any concerns over the legitimacy of a Cater Allen text message or phone call, please don’t respond to it and call us on 0800 092 3300.

Remember, we'll never ask you confirm your security details in full. We won't ask for details such as your card PIN, Internet Banking passwords and One Time Passcodes. If you're being asked to provide these details, hang up and call us on 0800 092 3300.

If we can't reach you

If you aren't available, we may leave a message on your answer machine or voicemail or, if we can't reach you any other way, a letter, letting you know we’re trying to get in touch and ask you to call us back as soon as you can.

We may need to stop or hold your account or payment until we can speak to you. This is to protect your money and keep your accounts safe.

Warning: some scams involve fraudsters convincing you to make transactions yourself. These transactions are harder for us to spot as suspicious as they often involve you using your PIN, verifying your security details, or using your usual device. If you have any suspicions about the legitimacy of a request:

  • don’t make any payments
  • call us immediately from a different telephone to the one on which you received the potentially fraudulent calls, on 0800 092 3300

Learn more about common scams used by fraudsters in our staying safe pages.