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,
- changing 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 as soon as you can 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 to 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 our fraud detection systems notice something unusual on your debit card, we may text or call you using our automated system. This is the quickest way for us to get in touch with you.
Interactive text message: The first message we send will let you know we need to check some transactions with you. The next message we send will include the transactions and some information that well need you to respond to.
- We'll only ask you to reply with either a 'Y' for yes, or 'N' for no. We won't ask you to reply with anything else.
- If you're happy with all the details, reply 'Y' to the messages. We'll update your account and you can continue banking as normal. You may need to make any declined transactions again.
- If you reply 'N' to any of our messages, we'll arrange to call you as soon as possible between 8am-10pm, 7 days a week.
Automated phone call: The call will ask for some security details so that we know we've reached the right person.
- You'll be asked to confirm your name and then your date of birth.
- We'll then read out the transactions we want you to confirm.
- If you confirm you recognise the transactions, you can continue banking as normal. If any payments were declined, you may need to make them again.
- If you don't recognise one or more of the transactions, you'll be put through to speak to Fiserv, card provider for Cater Allen, who'll be able to help you with what happens next.
Remember, we'll never ask for details such as your card PIN, Internet Banking passwords and One Time Passcodes. If you're asked to share these, hang up and call us as soon as you can on 0800 092 3300 to report it.
If we can't reach you
If you aren't available, we may leave a message on your answer machine or voicemail. If we can't reach you any other way, we'll send 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 as soon as you can from a different phone 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 Keeping yourself secure page.