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 | N/A | General Enquiries: 0800 092 3300 Reporting Fraud: 01268 298 807 |
caterallen.co.uk | No mobile app available at this time |
| Checking the balance and transactions | No | 0800 092 3300 8am to 6pm Mon-Fri 9am to 2pm Sat Closed Sun |
Not possible1 | Not possible2 |
| Sending money within the UK, including setting up a standing order | No | 0800 092 3300 8am to 6pm Mon-Fri 9am to 2pm Sat Closed Sun |
Not possible1 | Not possible2 |
| Sending money outside the UK | No | 0800 092 3300 8am to 6pm Mon-Fri 9am to 2pm Sat Closed Sun |
Not possible1 | Not possible2 |
| Paying in a cheque | No | 0800 092 3300 8am to 6pm Mon-Fri 9am to 2pm Sat Closed Sun |
Not possible1 | Not possible2 |
| Cancelling a cheque | No | 0800 092 3300 8am to 6pm Mon-Fri 9am to 2pm Sat Closed Sun |
Not possible1 | Not possible2 |
| Cash withdrawal in a foreign currency outside the UK | No | 0800 092 3300 8am to 6pm Mon-Fri 9am to 2pm Sat Closed Sun |
Not possible1 | Not possible2 |
| A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds | No | 0800 092 3300 8am to 6pm Mon-Fri 9am to 2pm Sat Closed Sun |
Not possible1 | Not possible2 |
| A direct debit, or allowing someone to collect one or more payments from your account using your debit card number | No | 0800 092 3300 8am to 6pm Mon-Fri 9am to 2pm Sat Closed Sun |
Not possible1 | Not possible2 |
| Third party access to an account, for example under a power of attorney | No | 0800 092 3300 8am to 6pm Mon-Fri 9am to 2pm Sat Closed Sun |
Not possible1 | Not possible2 |
| Problems using internet banking or mobile banking | No | 0800 092 3300 8am to 6pm Mon-Fri 9am to 2pm Sat Closed Sun |
Not possible1 | Not possible2 |
| Reporting a suspected fraudulent incident or transaction | Yes | 01268 298 807 Available 24 hours everyday |
Not possible1 | Not possible2 |
| Progress following an account suspension or card cancellation, e.g. following a fraud incident | No | 0800 092 3300 8am to 6pm Mon-Fri 9am to 2pm Sat Closed Sun |
Not possible1 | Not possible2 |
| Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available3 | No | Contact us | Not possible1 | Not possible2 |
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 Webchat for Internet Banking is not available at this time but you can contact us on the number above within the hours specified.
2 There is no Mobile Banking app available at this time but you can contact us on the number above within the hours specified.
3 Please see the Account opening information section for information on overdraft availability.
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 3300 8am to 6pm Mon-Fri 9am to 2pm Sat Closed Sun |
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 | 0800 092 3300 8am to 6pm Mon-Fri 9am to 2pm Sat Closed Sun |
www.caterallen.co.uk Available 24 hours everyday |
Not possible No mobile app available at this time |
| Setting up a standing order | 0800 092 3300 8am to 6pm Mon-Fri 9am to 2pm Sat Closed Sun |
www.caterallen.co.uk Available 24 hours everyday |
Not possible No mobile app available at this time |
| Sending money outside the UK | 0800 092 3300 8am to 6pm Mon-Fri 9am to 2pm Sat Closed Sun |
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 | 0800 092 3300 8am to 6pm Mon-Fri 9am to 2pm Sat Closed Sun |
www.caterallen.co.uk Available 24 hours everyday |
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-Oct-2023 and 31-Dec-2023 | In the 12 months between 01-Jan-2023 and 31-Dec-2023 | |
|---|---|---|
| Total number of incidents reported1 | 0 | 0 |
| Incidents affecting telephone banking | 0 | 0 |
| Incidents affecting mobile banking | 0 | 0 |
| Incidents affecting internet banking | 0 | 0 |
Note:
¹ the numbers shown are the total number of incidents reported by Cater Allen.
Important notes on incidents preventing our customers from using our payment services:
The 'number of incidents reported' can include incidents that didn't impact any of our servicing channels (Telephone and Internet Banking) and didn't prevent customers from using our payment services. An incident that impacts more than one part of our business (Telephone and Internet Banking) will only count as one reportable incident in the 'number of incidents reported', meaning the total number of incidents reported to the FCA may differ to the sum of the incidents impacting our servicing channels (Telephone and Internet Banking).
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. You can view our latest complaints data here. The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at https://www.ombudsman-complaints-data.org.uk |
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 and 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 account: | |
| 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 092 3300 for further information. Lines are open from 8am to 6pm Monday to Friday and 9am to 2pm on Saturday.
Account opening information
| How quickly do we open business current accounts? | We give customers an account number and enable them to start paying into the account:
|
| How quickly do we give customers a debit card? | Once an account is open, we give customers a debit card:
|
| How quickly do customers get internet banking? | Once an account is open, customers have internet banking:
|
| How quickly is an overdraft available? | Cater Allen does not currently offer overdrafts. |