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 to do common tasks
Information about our incidents
Information about our complaints
What you’ll need to open a current account
How to open a current account
Account opening information
Information about time taken to replace a lost, stolen or stopped debit card

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 ⁴ Reporting Fraud: 01268 298 807	caterallen.co.uk	No mobile app available at this time
Checking the balance and transactions	No	0800 092 3300 ⁴ 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 ⁴ 8am to 6pm Mon-Fri 9am to 2pm Sat Closed Sun	Not possible¹	Not possible²
Sending money outside the UK	No	0800 092 3300 ⁴ 8am to 6pm Mon-Fri 9am to 2pm Sat Closed Sun	Not possible¹	Not possible²
Paying in a cheque	No	0800 092 3300 ⁴ 8am to 6pm Mon-Fri 9am to 2pm Sat Closed Sun	Not possible¹	Not possible²
Cancelling a cheque	No	0800 092 3300 ⁴ 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 ⁴ 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 ⁴ 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 ⁴ 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 ⁴ 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 ⁴ 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 ⁴ 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.
⁴ Bank holidays 9am to 5pm. Closed Easter Sunday, Christmas Day and New Years Day.

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 1 July 2024 and 30 September 2024	In the 12 months between 1 October 2023 and 30 September 2024
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: the same day, for 0% of customers; on average, in 13 days; and within 38 days for 99% of customers. These figures are based on the time taken from our receiving all the information and documents we ask for at here, in a case where we don't need any further information or documents to open the account.
How quickly do we give customers a debit card?	Once an account is open, we give customers a debit card: the same day, for 0% of customers; on average, within 7 days; and within 7 days for 99% of customers.
How quickly do customers get internet banking?	Once an account is open, customers have internet banking: the same day, for 0% of customers; on average, in 5 days; and within 6 days for 99% of customers.
How quickly is an overdraft available?	Cater Allen does not currently offer overdrafts.

Information about time taken to replace a lost, stolen or stopped debit card

How quickly do we replace debit cards which have been lost, stolen or stopped?	We replace debit cards: the same day, for 0% of customers; on average, in 8 days; and within 18 days for 99% of customers.