A Guide to your Account Cater Allen Private Bank is able to provide literature in alternative formats. The formats available are: Large Print, Braille and Audio CD. If you would like to register to receive correspondence in an alternative format please contact us on 0800 092 3300. For the hard of hearing and/or speech impaired please use the Text Relay service. Further details can be found at http://ngts.org.uk/ Cater Allen Private Bank is the name used for banking services provided by Cater Allen Limited. Registered Office: 2 Triton Square, Regent’s Place, London, NW1 3AN. Registered in England and Wales number 383032. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Our Financial Services Register number is 178737. You can check this on the Financial Services Register by visiting the FCA's website www.fca.org.uk/register. Cater Allen Limited is part of the Santander group. Cater Allen and the flame logo are registered trademarks. Calls may be recorded or monitored. Telephone 0800 092 3300. www.caterallen.co.uk CATER ALLEN, PART OF THE SANTANDER GROUP CAPB 0454 H DEC 19 CONTENTS Welcome to Cater Allen Private Bank 04 Your new Cater Allen Bank Account 05 Managing your account 09 Paying money into your account 10 Withdrawing money from your account 16 Changing your details 22 Interest and charges 24 Your banking relationship with us 25 Contact us 26 3 WELCOME TO CATER ALLEN PRIVATE BANK YOUR NEW CATER ALLEN BANK ACCOUNT We are delighted that you have chosen to open an account with us and Your Account Number and Customer Number Security queries hope that this will be the start of a long and rewarding relationship. You’ll find the account number and sort code (16-57-10) of your new If you have any questions about the security arrangements on your At Cater Allen Private Bank, we’ve been helping people look after their Cater Allen bank account printed on the covering letter that you account, please call our Client Team. To assist us in improving the service finances since 1816. Today we’re one of the UK’s leading specialist received with your Welcome Pack. that we offer to clients in the future we may record and monitor calls. banks, offering you a personal and professional service along with a You'll then receive a second letter with your unique ten digit Customer Your Cater Allen Private Bank chequebook range of innovative accounts to meet your needs now and in the future. Number. You will need this to use our Internet Banking Service. Each This guide covers both Personal and Business (Non-Personal) accounts, person who is allowed to transact on this account will have their own A chequebook is available with certain Cater Allen Private Bank providing you with information to assist you in managing and operating individual ten digit Customer Number. accounts. If you requested a chequebook when applying for your account then this should be dispatched to you within five days of you your account. Where there are differences between the accounts, these Internet banking is available for all of our accounts, including those which having received your Welcome Pack. are clearly marked throughout the guide ‘For Personal Accounts only’ or require more than one person to sign/authorise transactions. ‘For Non-Personal Accounts only’. We will normally issue you with a new chequebook automatically Enclosed in your Welcome Pack is a Fact Sheet specific to the account Your Personal Access Code (PAC) before all of the cheques have been used in the current book. However, a new chequebook can be ordered at any time by logging into Internet you have opened. The Fact Sheet details the facilities and services that When you log into Internet Banking for the first time, you will be asked Banking or by calling our Client Team. your account offers to ensure that you are able to make the most of the to set up a six digit Personal Access Code (PAC). In the same way as benefits that it can provide. your Customer Number, your PAC is unique to you and is valid for all the If a chequebook is available with the account you have opened but accounts that you hold with us. you opted not to request it at the time of applying for the account then you can order one by contacting our Client Team. If you are unsure To help us protect the security of your account, we use your PAC to whether a chequebook is available with the account you have opened assist in confirming your identity whenever you call us. After we’ve then please refer to the Fact Sheet for your account enclosed in your asked you for your name and your account number, we will ask you for Welcome Pack. three random digits from your PAC. Please note that our Client Team will never ask you for your PAC in full over the phone and you should More details about using your chequebook can be found on page 17. never disclose it to them or to anybody else. Changing your Personal Access Code (PAC) You can change your Personal Access Code (PAC) at any time by logging into Internet Banking. For security reasons, please memorise your PAC and don’t disclose it to anybody. We strongly advise that you do not write it down. If you think someone else knows your PAC please tell us immediately. Please note that if you are an authorised user on an account that has a mandate of ‘more than one to sign’ then having a PAC does not give you authority to transact on that account on your own. 5 Your Cater Allen Private Bank Visa Debit Card Cater Allen does not currently participate in the Payment Council’s Statement queries Current Account Switch Service (CASS) and whilst this means that A Visa Debit Card is issued with certain Cater Allen Private Bank pound, If you’re concerned about any item on your statement the Switch Guarantee and other automated payment transfers and euro and US dollar accounts. If you requested a Visa Debit Card when or if you think that there might be an error, please call redirections do not apply, we will of course ensure that your Direct applying for your account then this should be dispatched to you within us immediately on 0800 092 3300 or from outside the Debits, standing orders and bill payment instructions are transferred to 5–7 days of you having received your Welcome Pack. UK on +44(0)114 228 2407. Please note that if you call your new Cater Allen account as quickly as possible. from outside the UK, normal international call charges If a Visa Debit Card is available with the account you have opened If you have any questions, please contact the Client Team on will apply. but you opted not to receive a card on application, please ring our Client 0800 092 3300. Team to request one. To find out if a Debit Card is available with the account you have opened, please refer to the Fact Sheet for the account, Statements this is available on our website or in your Welcome Pack. Statements are issued on a monthly basis. If you wish to change the Your Cater Allen Private Bank Visa Debit Card will enable you to pay for frequency of your statements, please log into Internet Banking. You can goods and services at millions of retail outlets worldwide, and withdraw also request paperless statements through our Internet Banking Service. cash from over 1.6 million Visa cash machines around the globe. If you choose paperless, we will send you a notification each time a new Commission charges only apply if you’re withdrawing cash in a currency statement is available to view online. For Fixed Term Deposit accounts we other than your account currency. See Banking Tariff for full details. will only issue a maturity certificate at account opening and a new maturity Further information relating to your Cater Allen Private Bank Visa Debit certificate if the account is re-invested at the anniversary. Card can be found in the Visa Debit Card Guide, which is available to For joint accounts we will send the statement to the primary account download from our website. holder only. If you require that other joint account holders also receive a statement, please inform us in writing at the address below and we will Transferring an account to Cater Allen facilitate this free of charge: You may now want to transfer standing orders, Direct Debits and Client Team payment instructions from another bank account to your new Cater Cater Allen Private Bank Allen account. Our account transfer process makes this as seamless and Santander House straightforward as possible. 9 Nelson Street Bradford For more information on the account transfer process you can visit the BD1 5AN resources section of our website, where you will find a section all about how to switch your current account to us, including a helpful guide. 87 MANAGING YOUR ACCOUNT We aim to make it as easy as possible for you to ¡ cancelling a cheque that has been written on the account; use and manage your Cater Allen account. We ¡ help accessing the Internet Banking Service; Your Account Number and Customer Number therefore provide you with options to manage ¡ ordering a new chequebook, postal paying in book for cheques or Visa Debit Card; You’ll find the account number and sort code (16-57-10) of your new and transact on the account through a number of ¡ ordering an interim or duplicate account statement; Cater Allen bank account printed on the covering letter that you different channels.