BEAUTIFULLY BUILT To meet your banking needs A GUIDE TO YOUR ACCOUNT

Transcription

1 BEAUTIFULLY BUILT To meet your banking needs A GUIDE TO YOUR ACCOUNT

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3 CONTENTS Welcome to Cater Allen Private Bank 4 Transferring an account to Cater Allen Private Bank 5 Your new Cater Allen Private Bank Account 7 Managing your account 11 Paying money into your account 22 Withdrawing money from your account 28 Changing your details 34 Interest and charges 36 Your banking relationship with us 37 Contact us 40 3

4 WELCOME TO CATER ALLEN PRIVATE BANK We are delighted that you have chosen to open an account with us and hope that this will be the start of a long and rewarding relationship. At Cater Allen Private Bank, we ve been helping people look after their finances since Today we re one of the UK s leading specialist banks, offering you a personal and professional service along with a range of innovative accounts to meet your needs now and in the future. This guide covers both Personal and Business (Non-Personal) accounts, providing you with information to assist you in managing and operating your account. Where there are differences between the accounts, these are clearly marked throughout the guide For Personal Accounts only or For Non-Personal Accounts only. Enclosed in your Welcome Pack is a Fact Sheet specific to the account you have opened. The Fact Sheet details the facilities and services that your account offers to ensure that you are able to make the most of the benefits that it can provide. 4

5 TRANSFERRING AN ACCOUNT TO CATER ALLEN PRIVATE BANK Account transfer process You may now want to transfer Standing Orders, Direct Debits and payment instructions from another bank account to your new Cater Allen account. Our account transfer process makes this as seamless and straightforward as possible. You will need to complete and return no more than two simple forms: the Salary Transfer Form the Transfer Authorisation Form. How these forms are then used is detailed below and overleaf. Both forms are enclosed in your Welcome Pack and you will find them inside the reply paid envelope (addressed to our Bradford office) which you can use to return the forms to us once you have completed them. If you require additional copies of either of the forms, they are available to download at Alternatively, please call us and we will post out further copies with another reply paid envelope in order that you can return them to us. Salary Transfer Form for Personal Accounts only If your salary is to be paid into your new Cater Allen account, this form provides us with the authority to write to your employer to advise them of this and give them the necessary details. If you have more than one employer then we will need you to complete a form for each of them. Alternatively, you may wish to pass your new account details directly to your employer(s) yourself. Please note that if you receive other regular payments, such as pension income, dividend income or rental income for example and you would like this to be paid into your Cater Allen account then you will need to contact the originators of these payments and provide them with your new account details. 5

6 Transfer Authorisation Form We use this to request a list of your Direct Debits and Standing Orders from the bank with which you held your previous account. It should take no more than three working days for them to provide this information to us and on receipt of these details we will write to you and ask you to check that they are correct. If you inform us that any of the details are incorrect we will endeavour to resolve the problem for you as quickly as possible. If you confirm that the details are correct, and unless you instruct us to leave any of these payment instructions in place on the account that you previously held, we will set up the Standing Orders on your new Cater Allen account and ask the bank where your previous account was held to cancel the payment instructions that you have with them. We will also set up the Direct Debits and notify the payees of the change as it remains their responsibility to maintain accurate records. Timescales for completion of the transfer process can vary and are fully influenced by how quickly your old bank responds to our correspondence with them. Cater Allen Private Bank does not currently participate in the Payment Council s Current Account Switch Service and whilst this means that the Switch Guarantee and other automated payment transfers and redirections do not apply, we will of course ensure that your Direct Debits, Standing Orders and bill payment instructions are transferred to your new Cater Allen account as quickly as possible. Having checked that all payments and/or credits have been set up correctly, we will send you a letter to confirm exactly what we ve done. Closing your previous bank account Although you are under no obligation to close your previous bank account, if you choose to do so you will need to confirm the date on which the transfer of the balance from that bank account to your new Cater Allen account should be made prior to the closure of the account. We have prepared a pro-forma letter that you can use to instruct your previous bank to close the account that you held with them. This is available to download at Prior to closure of the account you must ensure that all outstanding bills have been presented (or have arranged a covering payment with the bank) and satisfied yourself that all automatic incoming and outgoing payments as described above have been transferred to your new Cater Allen account. Finally, if you are closing your previous account then you should ensure all chequebooks and debit cards are securely destroyed. Please ensure that you cut through the chip when destroying any cards. If you have any questions or concerns that have not been addressed here then please don t hesitate to contact the Cater Allen Private Bank Client Team on (free from all consumer landlines and mobile phones, there may be a charge from a business phone, please check with your provider before dialling). Open 7am to 11pm, seven days a week. Alternatively, you may wish to refer to and/or download the Account Switching Guide which is available to download at 6

7 YOUR NEW CATER ALLEN PRIVATE BANK ACCOUNT Your Account Number and Customer Number You ll find the account number and sort code of your new Cater Allen bank account printed on the covering letter that you received with your Welcome Pack. You will need your account number to use Telephone Banking. The letter also confirms your unique ten digit Customer Number. You will need this to use Internet Banking and the ServiceLine automated telephone banking service. Each person who is allowed to transact on this account will have their own individual ten digit Customer Number. We will let each person know their details in individual letters which we will send out approximately five days after this Welcome Pack. If you completed the mandate section of your account application form to allow more than one person to sign/authorise all transactions on the account, please note that telephone and internet access will be limited to the obtaining of general information only. Any requests for payments or changes to the account will need to be sent to us by fax or letter signed in accordance with your specific account mandate. 7

8 Your Personal Access Code (PAC) You and any other account signatories will also receive a six digit Personal Access Code (PAC). In the same way as your Customer Number, your PAC is unique to you and is valid for all the accounts that you hold with us. For security reasons, your PAC will be despatched to you separately within five days of you having received your Welcome Pack. To help us protect the security of your account, we use your PAC to help confirm your identity whenever you call us. After we ve asked you for your name and your account number, we will ask you for three random digits from your PAC. When you call our automated ServiceLine telephone banking service you will need to enter your PAC in full using your telephone keypad but please note that our Client Team will never ask you for your PAC in full over the phone and you should never disclose it to them or indeed to anybody else. Changing your Personal Access Code (PAC) You can change your Personal Access Code (PAC) at any time by calling ServiceLine on (free from UK landlines). 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 and then call ServiceLine to change your PAC. We cannot issue PAC reminders. If you forget your PAC you will need to call our Client Team to request a new PAC. Please note that whilst you are waiting for your new PAC you will be unable to access information on your account or transact on it. Your new PAC will be mailed to your home address. If the account has multiple signatories at different addresses their PACs will be sent to them personally. 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. Security queries If you have any questions about the security arrangements on your account, please call our Client Team. To assist us in improving the service that we offer to clients in the future we may record and monitor calls. Your Cater Allen Private Bank chequebook A chequebook is available with certain Cater Allen Private Bank accounts. If you requested a chequebook when applying for your account then this should be despatched to you within five days of you having received your Welcome Pack. We will normally issue you with a new chequebook automatically before all of the cheques have been used in the current book. A new chequebook can be ordered at any time however by calling our Client Team or ServiceLine. If a chequebook is available with the account you have opened but 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 whether a chequebook is available with the account you have opened then please refer to the Fact Sheet for your account enclosed in your Welcome Pack. More details about how to use your chequebook can be found in the sub-section withdrawals by cheque on page 29. 8

9 Your Cater Allen Private Bank Visa Deferred-Debit Card A Visa Deferred-Debit Card is issued with certain Cater Allen Private Bank sterling, euro and US dollar accounts. If you requested a Visa Deferred-Debit Card when applying for your account then this should be despatched to you within 5 7 days of you having received your Welcome Pack. If a Visa Deferred-Debit Card is available with the account you have opened but you opted not to request the card at the time of applying for the account then you can call us to request an application form for the card or alternatively you can download an application form at If you are unsure whether a Visa Deferred-Debit Card is available with the account you have opened then please refer to the Fact Sheet for your account enclosed in your Welcome Pack. Your Cater Allen Private Bank Visa Deferred-Debit Card will enable you to pay for goods and services at millions of retail outlets worldwide, and withdraw cash from over 1.6 million Visa cash machines around the globe. Commission charges only apply if withdrawing cash in a currency other than your account currency. See Banking Tariff for full details. Further information relating to your Cater Allen Private Bank Visa Deferred-Debit Card can be found in the Visa Deferred-Debit Card Guide and in the Visa Deferred-Debit Card Terms & Conditions that will be enclosed with the card when it is delivered to you. If you require an additional or replacement copy of these documents at any time then please don t hesitate to contact us. Statements If you have a Visa Deferred-Debit Card you will receive account statements on a monthly basis. Statements are otherwise issued in accordance with the Terms & Conditions of each account. Please refer to the account Fact Sheet in your Welcome Pack to confirm the frequency with which we will issue you with a statement on your account. For all accounts where statements are sent to you less than once a month, we will still make a statement available to you on a monthly basis at no cost. Simply call the Client Team to request this. For Fixed Term Deposit accounts however we will only issue a maturity certificate at account opening and a new maturity certificate if the account is re-invested at the anniversary. For joint accounts we will send the statement to the primary account 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 facilitate this free of charge: Client Team Cater Allen Private Bank Santander House 9 Nelson Street Bradford BD1 5AN 9

10 Statements for your Financial Adviser When completing the application for your account you would have had the opportunity to instruct us to send duplicate statements to your Financial Adviser (e.g. your wealth manager or accountant). If you did not instruct this at the time of applying but in the future would like us to provide statements to your adviser, please let us know. Your Financial Adviser will have access to your account information even if you choose not to send duplicate statements to them. Statement queries If you re concerned about any item on your statement or if you think that there might be an error, please call us immediately on (between 7am and 11pm, seven days a week), or from outside the UK on +44(0) Please note that if you call from outside the UK, normal international call charges will apply. If you stop utilising the services of your Financial Adviser, please let us know so that we can stop providing them with your information. If you require an interim or a duplicate statement please call our Client Team. Alternatively you can order one by calling ServiceLine on Please refer to the Banking Tariff enclosed in your Welcome Pack for details of the applicable charges. If you have Internet Banking you will be able to download your transactions from there. 10

11 MANAGING YOUR ACCOUNT We aim to make it as easy as possible for you to use and manage your Cater Allen account. We therefore provide you with options to manage and transact on the account through a number of different channels. These include telephone banking with our UK based Client Team, ServiceLine; our 24 hour automated telephone banking service, Internet Banking, post and over the counter services. Telephone Banking with Cater Allen Private Bank s Client Team Our Client Team is available to help you between 7am and 11pm, seven days a week. You can call them on (free from all consumer landlines and mobile phones, there may be a charge from a business phone, please check with your provider before dialling) or from outside the UK on +44 (0) , where normal international call charges will apply. Some of the services that the Client Team can assist you with include: checking your account balance and/or debits from and credits to the account, including pending Visa Deferred-Debit Card transactions; transferring funds between your Cater Allen accounts or to an account with another bank; setting up and/or amending a Standing Order or bill payment; cancelling a Direct Debit; instructing an electronic payment, such as a CHAPS or SWIFT payment; ordering a PIN reminder or a new PAC; notifying a lost or stolen Visa Deferred-Debit Card or chequebook; putting a stop on a cheque that has been written on the account; applying for the Internet Banking service; ordering an Internet Banking Password; ordering a new chequebook, paying-in book or Visa Deferred- Debit Card; ordering an interim or duplicate account statement; updating your address, phone number and/or address. Please note that not all of the above listed services are available on all accounts, and charges may apply to some services. Please refer to the account Fact Sheet in your Welcome Pack to confirm whether these specific services are available on your account and the Banking Tariff for confirmation of any applicable charges. To help improve the service that we provide to clients in the future, we may record and monitor calls. If you call from outside the UK, normal international call charges apply. We may on occasion request that you confirm telephone instructions in writing. ServiceLine ServiceLine is Cater Allen s automated telephone banking service. It is available free of charge, 24 hours a day, seven days a week. You can use ServiceLine to: check your account balance(s); check credits into and debits from the account since your last statement; change your PAC; 11

12 order a chequebook or paying-in book order a statement (which will show the transactions on your account since your last statement up to and including the date of the request). Please note that not all of the above listed services are available on all accounts, and charges may apply to some services. Please refer to the account Fact Sheet in your Welcome Pack to confirm whether these specific services are available on your account and the Banking Tariff for confirmation of any applicable charges. How to use ServiceLine Call or +44 (0) from outside the UK. When requested, enter the last eight digits of your Customer Number. When requested enter all six digits of your PAC. Choose the service you need and follow the voice instructions. If your call is between 7am and 11pm you can choose to be transferred to our Client Team. Please note that if you call from outside the UK, normal international call charges will apply. Internet Banking Our Internet Banking service gives you the freedom and convenience to bank safely and securely, whenever and wherever you want. Internet Banking is available on all transactional sterling, euro and US dollar accounts. For details of the account functionality available online please refer to the account Fact Sheet in your Welcome Pack. Please note that if your account requires more than one person to sign to authorise transactions, then you will be able to view your account details online but not make any transactions on the account. All dates are entered in dd/mm/yyyy format. You can use the popup calendar to quickly select dates by pressing the calendar icon next to each date field (requires JavaScript to be enabled). How to log in to Internet Banking Go to and click on the Internet Banking log in button in the top right hand corner of the home page. For security reasons, always log in using this method. To log in you will need: your Customer Number your unique ten digit Cater Allen Customer Number, starting with two zeros. To log in online, leave out the zeros and enter only the last eight digits; your PAC your personal six digit security code; your Internet Banking Password (IBP) if you registered for Internet Banking when applying for your account, your IBP will have been despatched to you by post four working days after your PAC has been issued. If you did not indicate that you wanted Internet Banking functionality when you applied for your account you can request this by contacting our Client Team. When you log in for the first time, please read the Terms and Conditions and accept them if you re happy to do so. If for any reason you reject them and then leave the site, your Internet Banking credentials will be invalidated and if you want to access Internet Banking in the future you will need to call us to request a new Internet Banking Password. 12

13 If you should wish to do so you can create a User Name when you log in for the first time which you can then use online instead of your Customer Number. This can be done in the Security section of the Internet Banking site. Please take care to look after your Internet Banking credentials and do not share them with anybody. For your security, the Internet Banking site will only ever ask you to provide three specific digits of your PAC and IBP; please never reveal or enter your full PAC and/or IBP numbers on any site that requests it. See your accounts and balances On the My Portfolio page you can view all your accounts and their available balances. You can sort the accounts into account number, account description or account name order by selecting the order from the drop down list and pressing Sort at the top of the listing. For quick access to your account transactions (current accounts) or account details (term deposits) click on the account number. Current and saving accounts Select the account you d like to see in more detail and then choose from the options below: Account overview See your available balance and any pending credits. If your account has an overdraft facility it won t be included in your available balance, which will show as negative when overdraft funds are available. Please ensure therefore that you always check your available balance against your overdraft limit. For example, if your available balance shows as - 600, and your Overdraft Limit is 1,000, you still have 400 available. A charge will be applicable if you go over your arranged overdraft limit. For confirmation of overdraft charges please refer to the Banking Tariff in your Welcome Pack. Transactions This area of the site will allow you to view transactions that have been made on the account over the course of the last two years. If you require transaction details for a date or period prior to this, please call us and we can arrange for duplicate bank statements to be printed and posted to you. Please note however this carries a charge of 5 per statement request and 10 for multiple statements. Please refer to Banking Tariff enclosed in your Welcome Pack for details. To search for transactions in a particular date range input the From Date and To Date and click Search. Please note that transactions you make today may not show up online for two working days. 13

14 You also have the ability to search for transactions by the transaction Amount. Download transaction listings Transaction listings for the account from the last two years can be downloaded from this page. If you require transaction details for a date or period prior to this please call us. Select the date range you wish to open and the format of the downloaded file. Once the transactions have downloaded you will need to save the file before opening it. You can download lists from up to two years ago with 250 transactions per download. These transaction lists differ from postal statements in that they don t detail pre-notified charges. You can download your transactions in one of two formats: Comma Separated Values (CSV) suitable for use in spreadsheet Notice withdrawals This page displays pending withdrawals for which you have given us notice when accounts need 30 days notice, for instance. Pending credits This page shows credits to the account that have been received but have not yet cleared. Next to each credit you will see the date on which it will clear and become available for withdrawal. Pending Visa transactions This page shows the card transactions that have yet to be debited. Until these items are debited against the account, your account balance will continue to earn any interest on the basis of the account balance shown. programs such as Microsoft Excel and Lotus 123 Open Financial Exchange (OFX) often called Microsoft Money format, suitable for upload to various accounting and finance packages. Term Accounts The first page of this section shows the total balance of each of your Term Accounts. You can see details of each account by clicking on the small circle next to each account and selecting Account Overview. You can view the total amount you deposited, the start date and end date of your term, the interest rate agreed, and the amount of interest that will be paid at maturity. 14

15 Make internal transfers The internal transfers list displays pending transfers and those completed within the last seven days. To create a new transfer press the Create New Transfer button then select the sending account from the account list and press Select From Account. On the next page, select the receiving account from the list and it will automatically populate the Account Number box. Manage your payments You can set up and manage payments and transactions in the Manage Your Payments section. If you have View Only access you will be able to see payment and transfer details but you will not be able to create any payments or transactions. Within this section you can also view and cancel Direct Debits as well as create and maintain a list of regular payees. Before making payments and transfers via Internet Banking, please ensure that you refer to your available balance as this will tell you the balance available for withdrawal. Cheque clearing timescales are detailed on page 23 of this guide. Pending credits can be viewed within Internet Banking, as can pending Visa Transactions that have yet to be debited from your account. To begin, choose the type of payment you want to manage. If you are transferring money to someone else s Cater Allen account, select Enter Account Number manually and enter their Cater Allen account number. It s useful to remember that any bank account with the sort code is a Cater Allen account. Fields marked * are mandatory. You need to enter the amount to be transferred and the date of the transfer. You can also enter a reference for information. The transfer will take place immediately, unless it is future dated. You can use this function to transfer funds between Cater Allen accounts only, not accounts with other banks. This option can be used to transfer funds between your Cater Allen sterling, euro and US dollar currency accounts. The exchange rates used will be the Cater Allen exchange rate available at the time the transfer is processed. For future dated transfers the exchange rate will be that in force on the morning of the day specified for the transfer. The foreign exchange rates are available on the Cater Allen website. 15

16 yet left your account. You can also create a new payment using one of your existing payees or create a new payee during payment set-up. View and cancel transfers Use this screen to view details of recent transfers or cancel future dated transfers. Future dated transfers are taken from your account at 1am on the business day set. You can cancel pending transfers with a future date, but you cannot cancel transfers that have already left your account. If you wish to change the details of a future dated transfer you will need to cancel the existing transfer and set up a new instruction. Create a new one-off payment instruction Use this area of the site to pay a bill or make a payment into an account with a UK bank other than Cater Allen. We recommend printing the confirmation of any payment cancellation for your records, using the Print button in the top right of the screen. Manage one-off payments This area of the site lists all the one-off payment instructions set up on your account. Pending payments as well as those paid in the last ten days are displayed. You can amend or cancel payments that haven t 16

17 You can pay one of your existing payees or set up a new payee at the start of the process. Please take care when filling out the details of the account that you are making a payment to. Next, select the sending account from your list of available accounts. Finally, enter the payment details including the amount, payment date and reference. You can modify the reference for each payment without having to create or amend a payee each time. Fields marked * are mandatory and bill payments usually require that a reference number is entered. Future dated payments are taken from your account at 1am on the Business Day set. You can cancel new payments instructed with the current day s date or the next Business Day s date up to 4pm, but you cannot cancel payments that have already left your account. We recommend printing the confirmation of any payment cancellation for your records, using the Print button in the top right of the screen. Please carefully check all details of the payment on the confirmation page before pressing Confirm to set up your instruction. These payments will leave your account on the Payment Date, provided that this is a Business Day and the instruction is received before 4pm. If the instruction is input after 4pm on the Payment Date then the funds will not leave your account until the next Business Day. Payments will be available in the recipient s account within one Business Day of them leaving your account. Unfortunately, you can t make international payments online. For details, please call us on (between 7am and 11pm, seven days a week) or +44 (0) if calling from abroad, where normal international call charges will apply. View, cancel or amend one-off payments You can view and amend, or cancel, payments that haven t yet left your account. 17

18 Manage Standing Orders/Regular Payments This page shows any Standing Orders/Regular Payments set up on your account. Choose a payment from the list and then choose whether to view and amend, or cancel it. You can also select a payment and choose to view the next 12 future payments or view the last 12 payments made using this instruction. Select the Create a New Regular Payment option to set up a new Standing Order. Payments that have expired or been cancelled will appear at the end of the list; these will remain in the list for 13 months before being removed. Enter the amount for the regular payment. If you want a different amount for the first and last payments you can set up a one-off payment using the same payee, making sure the payment dates tie in with the first and last regular payment dates. Please remember to cancel the final payment if you cancel the Standing Order. There are several ways to schedule payments. You can set the frequency to the number of days or months between each payment. You can choose a day of the week for weekly payments (seven days). Create a new Standing Order/Regular Payment You can set up payments of fixed amounts at regular intervals to other accounts. Choose the payee that you wish to make the regular payment to, or create a new payee if required. Next, choose the Cater Allen account from which you wish to make the payment. Finally, complete the payment fields, taking care to input the details correctly. For monthly payments the same day as that of the starting date will be used for future payments with the exception of the Last day of month option. When the 31st of the month cannot be set as the start date, tick the Last day of the month option. This will ensure future payments are made on the last day of the month (or the first Business Day of the next month if the last day is a non- Business Day). 18

19 Important: be careful when setting up the first weekly payment. If you select a day of the week (e.g. Wednesday) that is after the day of the week of the start date (e.g. a Tuesday) the payment will be made twice in the first week. The payment reference may be amended here without creating or amending the payee. If a payment date falls on a non-business Day, it will automatically be moved to the next Business Day. You can either set a certain number of payments or you can enter a date for the last payment. Alternatively, you can choose to continue payments until further notice without setting an end date. If you do this please remember to check on the payments regularly. You can cancel a Standing Order/Regular Payment by selecting the payment and pressing the Cancel Existing Payment button. You will be asked to confirm this is the payment you wish to cancel. If you have set up any initial or final payments as one-off payments please remember to cancel these as well. View or cancel Direct Debits You can cancel a Direct Debit online but it s important that you contact the originator and let them know that you have done this. You will be asked to confirm your cancellation and we recommend you print this. View, amend and cancel Standing Orders From the Standing Orders/Regular Payments list you can select to Amend an Existing Payment or Cancel an Existing Payment. You can only amend active Standing Orders; cancelled or expired Standing Orders cannot be reactivated. Selecting a payment and pressing the Amend an Existing Payment button displays this page showing details of the Standing Order/ Regular Payment. You can select one of the options to change the payee, pay from an alternative account or amend the payment details. The payment reference can be changed using the Amend Payment Details option without changing the payee. You ll be asked to confirm any changes you make and we recommend printing the confirmation using the Print button at top right of the screen. Your payees Here you can store, amend and delete the details of the accounts used in one-off or Regular Payments. To create a payee you will need to enter a payee name, sort-code of the receiving bank and receiving account number, along with an optional payment reference. Please check these details carefully before using them to make a payment. 19

20 To set up a payee for a regular payment to a Cater Allen account, enter as the sort-code along with the Cater Allen account number. You can amend the sort-code, account number and reference of a payment but not the payee name. If you amend the details of a payee these will not automatically be used by payments set up using the same payee. To use the new details you will need to amend each payment by selecting to amend the payee and re-selecting the amended payee details. You do not need to update the payee to change the reference on a one-off or Regular Payment; this can be done on each payment instruction individually. Security In this section you can set up (or change) a friendly Username which can be used to log in, instead of your Customer Number. Usernames must be between five and 26 characters in length and unique to you. They are not case sensitive, but must contain a minimum of five alphabetic characters and not include any spaces or special characters. For your security it should also not include a sequence of five or more characters that appear in your Internet Banking Password. You can also change your six-digit Personal Access Code (PAC) and Internet Banking Password. Your new password must be between eight and 16 characters in length and is not case sensitive. Your new password must not be a sequence of four or more consecutive numbers or letters, must not contain a sequence of four or more repeated numbers or letters and must not include a sequence of five or more characters that appear within your Username. You should not reuse PAC codes or passwords you have recently changed. It is recommended you do not reuse your last three PAC codes or passwords. Error messages Personal details You can check the address and telephone details we hold for you in this section. Please contact us if any of the details are incorrect. You can also enter or update your address. For your security, we occasionally vary the maximum transaction limits that can be made via Internet Banking. If you receive an error message informing you that a transaction you are trying to instruct is above your limit, please call the Client Team for assistance in making the payment. We apologise for any inconvenience this may cause. If you ve entered information incorrectly, you ll see an error message in red at the top of the page. 20

21 If you receive a Service Unavailable message we may be in the process of upgrading the site or experiencing technical difficulties. In the event that you see this message please either try the site again after a short while or alternatively call our Client Team and they will be happy to help. Internet Banking accessibility The Cater Allen Internet Banking service is available on computers using MS Windows XP, Vista and 7, Mozilla Firefox (version 14 or higher), Google Chrome (version 20 or higher), Apple Safari and MS Internet Explorer (version 7.0 or higher) browsers. You ll enjoy a better experience using our Internet Banking service if you don t disable JavaScript on your computer. For more information, please visit Instructions and correspondence by post If you prefer to send instructions to us by post, please write to us at: Cater Allen Private Bank Santander House 9 Nelson Street Bradford BD1 5AN Over the counter services If you want to: deposit cash, cheques, postal orders and/or Banker s Drafts, or; withdraw cash or collect a Banker s Draft; you can do so over the counter at any branch of RBS (Royal Bank of Scotland). RBS associated companies such as NatWest will not be able to provide this service. If you want to collect a Banker s Draft at a specified branch of Royal Bank of Scotland, you ll need to notify them in advance with this request. On collection you will need to show them your passport and Driving Licence. Please note that branch withdrawal is restricted to cardholders only. More information on paying money into and withdrawing money from your account can be found on pages 22 and 29 respectively. Please note that if you are paying in cheques by post then these need to be sent not to our office at the above address, but to our Clearing Centre in Bootle at the address below using the Freepost envelopes enclosed in your Welcome Pack; Freepost Plus RSKK-HJGB-UEJC Clearing Centre Cater Allen Private Bank Bridle Road Bootle L30 4GB 21

22 PAYING MONEY INTO YOUR ACCOUNT There are several ways in which you can pay money into your account. You can deposit money into your account by sending cheques, accompanied by completed paying-in slips from your paying-in book, to us using the reply paid envelopes (addressed to Cater Allen Private Bank Clearing Centre, Bootle L30 4GB) enclosed in your Welcome Pack. Please do not send cash through the post. If you require more of these envelopes, please call us or alternatively you can submit your request online at request-banking-stationery Alternatively, if you have a sterling denominated account, you can deposit cheques and cash in sterling over the counter at any branch of the Royal Bank of Scotland (RBS), using your pre-printed over the counter paying-in slips. Paying-in books All of our sterling accounts come with a paying-in book, except Term Deposit Accounts. We don t supply paying-in books for euro or US dollar accounts. There are two types of paying-in book one for postal cheque deposits and one for over the counter deposits at RBS branches. Your chequebook also has five paying-in slips at the back for over the counter deposits. Please read on to learn more about postal and over the counter deposits and then call us to let us know which paying-in book you would like. If you need both then we can send you a postal and an over the counter paying-in book for your account. If you hold more than one account with us, we ll issue you with a different paying-in book for each of these accounts. Please ensure that you use the correct paying-in slip whenever you make a deposit to one of your accounts. Please make sure you use a postal slip if you are posting your deposit to us, or an over the counter slip when you go to a branch of Royal Bank of Scotland. Please see the sections titled Deposits by post, and Deposits over the counter on page 25 for more details. We will supply replacement postal or over the counter paying-in books as and when you require them. Please call our Client Team to order these, or alternatively you can order an over the counter payingin book (only) via the automated ServiceLine on When paying-in cheques, of any currency, to any of your accounts, please ensure that: you have written your account number onto the reverse of any cheque that you are depositing; cheques are made payable to your account name, otherwise we ll return them to you or the originator. We cannot accept for deposit any cheques that are made out to Cater Allen Private Bank or Cater Allen Limited; and cheques are supplied with the correct paying-in details completed on a paying-in slip or, in the case of non-sterling currencies only, a letter. The details required are full account name and account number. If the correct and full details are not provided, we ll return the cheque to you or the originator. We will pre-personalise your sterling paying-in book with the account name and the account number of your sterling account. 22

23 Please do not: try to deposit to your account any cheques that are over six months old. We will reject them and return them to you or the originator; send us any post-dated cheques for depositing to your account. We are unable to hold these for you and will return them to you or the originator. If you wish to deposit a sterling cheque drawn on a non-uk bank, then it will follow the same process as detailed opposite for nonsterling cheques. Cheque clearing timescales UK sterling cheques only Timescales are quoted in terms of Business Days, the days of the week excluding Saturdays, Sundays and English public holidays. Timescales are for guidance purposes only and illustrate when we aim to make funds available to you. Day cheque paid in Day interest earned Day funds available Monday Wednesday Friday Tuesday Thursday Monday* Wednesday Friday Tuesday Thursday Monday Wednesday Friday Tuesday Thursday * Assuming funds are deposited before 3pm cut off time. In some instances these funds will be available to withdraw from an ATM on a Saturday. 23

24 For cheques sent by post, timescales will apply from the Business Day we receive the cheque. For cheques deposited over the counter at Royal Bank of Scotland (RBS) branches, the timescales will apply from the day you make your deposit if the funds are deposited before 3pm. Please note that a cheque can be returned unpaid by the bank of the individual who wrote the cheque, after this time, even where funds have been made available to you the customer. In these cases we will debit your account with the amount of that cheque, even if you have withdrawn against it. If this then takes you below your minimum account balance you may incur a charge. You may also incur charges and interest if it overdraws your account. A cheque cannot be returned unpaid beyond the sixth Business Day after the date the cheque was paid in to your account. Please refer to the Banking Tariff for further details of charges. Depositing non-sterling cheques If you wish to deposit a cheque that is drawn in a currency other than sterling, regardless of your account currency, please send it to us, as you would a sterling cheque, using the pre-paid envelopes provided in your Welcome Pack addressed to Cater Allen Private Bank Clearing Centre, Bootle L30 4GB. You (the holder of the account) must sign all non-sterling cheques on their reverse before you send them to us. The signatures must be in accordance with the account mandate. If a cheque is being deposited into your sterling account then you must complete one of your paying-in slips and send it with the cheque. If the cheque is being deposited into a US dollar or euro currency account then please indicate in your letter the account name and number to which the cheque should be deposited. When we receive non-sterling cheques, we will send them for either negotiation or collection in order to receive the funds from the bank on which the cheque is drawn, regardless of the currency of the account you are depositing to. Cheque collection Cheque collection is used where the risk of advancing funds from the foreign cheque is considered by us to be too high or where you require confirmation of final payment. This applies to cheques for 7,500 or more; or any cheque that is in any currency other than US dollars or euros. Funds are paid into your account once they are received by Cater Allen from the foreign bank. Cater Allen has no control over the length of time taken for the foreign bank to clear cheques and in our experience this can take up to eight weeks. On receipt of the funds there is no recourse in terms of the cheque being returned unpaid. Foreign cheques are likely to be sent for collection rather than negotiation if, for example, it is being used to open the account, or if you want to be assured that the cheque has cleared and that there is no possible recourse for the cheque being returned unpaid once the funds have cleared in your account. Cheque negotiation Cheque negotiation can be used where the value of the cheque is comparatively small and clearing the funds is deemed to present a lesser risk to Cater Allen because we have a relationship with the foreign bank or know them to be of good repute in the respective country and currency; we have an established relationship with you; and it is not important to you to know that the cheque has definitely been settled. If the cheque is sent for negotiation, the funds should clear and be in your account within eight Business Days, subject to recourse if they are returned unpaid. 24

25 Please note there is a minimum value of 200 for foreign cheques, below which they cannot be processed and will be returned. Please refer to the Banking Tariff enclosed in your Welcome Pack for details of the collection and negotiation charges which apply. As part of this process we will arrange for these non-sterling cheques to be converted to the currency of your account (where applicable). This conversion will be carried out at our current rate for that type of transaction. Please visit our website at for details of today s exchange rates. If you want to deposit a sterling cheque, money order or banker s draft, drawn on a non-uk bank, ensure it is made payable to your Cater Allen account name, and post it to us using the pre-paid envelopes provided in your Welcome Pack addressed to Cater Allen Private Bank Clearing Centre, Bootle L30 4GB. Send it to us with a completed postal paying-in slip (if yours is a sterling account) or a letter detailing your account name and number. Please ensure that you endorse foreign cheques (in particular those drawn in the USA, Italy or Spain) by signing the reverse. Also, please always write your account number on the reverse of any cheque(s), money order(s) or banker s draft(s) you are depositing by post. Deposits by post To assist you in paying-in to your account we have supplied you with pre-paid envelopes, which you can use to send us your cheques for deposit. These pre-paid envelopes are addressed to Cater Allen Private Bank Clearing Centre, Bootle L30 4GB. Simply post your cheque(s), money order(s) or banker s draft(s), along with a completed Cater Allen postal paying-in slip (if depositing into a sterling account) or a letter detailing the account to receive the deposit, to us using one of the above mentioned prepaid envelopes. Please always write your account number on the reverse of any cheque(s), money order(s) or banker s draft(s) you are depositing by post. If you send cheques to any other Cater Allen address then we will re-direct these to the Clearing Centre in Bootle and there will be a delay in your deposits reaching your account. Pre-paid envelopes can be ordered over the phone.alternatively, please visit and complete the online form. Please do not ever post cash to us. Sterling cash, only, must be paid in over the counter in a branch of Royal Bank of Scotland. Deposits over the counter sterling cash and cheques only You can pay in sterling cash or cheques for credit to your account at any Royal Bank of Scotland branch. Simply pay in your cash or cheques along with a completed Cater Allen over the counter paying-in slip from your over the counter paying-in book or from the back of your account chequebook (if one is issued on the account). Please also write your account number on the reverse of any cheques you are depositing. If you deposit cash at a Royal Bank of Scotland branch these funds will be credited to your account and made available to you immediately after we are in receipt of the funds. This will usually be the second Business Day after the Business Day the deposit is made at a branch of the Royal Bank of Scotland for funds deposited before 3pm. For funds deposited after 3pm on a Business Day, this will be the third Business Day after the Business Day that the deposit is made at a branch of the Royal Bank of Scotland. Interest on the funds deposited will begin to accrue from the day that they clear in your account and are available for you to use. 25

26 The service agreement that we have with Royal Bank of Scotland to enable our clients to use their counter services does not extend to any of the other banks within the RBS Group such as NatWest. Therefore we advise you to only use Royal Bank of Scotland branches otherwise you may incur additional charges which will be passed on to you. Similarly, if you try to pay in cash or cheques at any other High Street bank they have the right to refuse to accept any deposits you wish to make to your account(s) held with us. If they do accept your deposit, then many will charge you for this service. They may deduct their charge from the value of your deposit before it reaches your account held with Cater Allen. Alternatively they may pass on the charges to us in arrears and we will pass these charges on to you when we receive them. Electronic/automated deposits Funds from any electronic/automated deposits will be available for you to use once we have received them. This will normally be within one Business Day of the Business Day on which the payment is sent by the sender. Please note that if your full account name and account number are not clearly identified when an electronic/automated payment reaches us then we will return the payment to the originator. Regular credits and sterling CHAPS transfers from within the UK You can arrange for regular credits such as your salary, pension, investment income or sterling CHAPS transfers, to be paid directly into your account. You need to provide the following details to the firm or person who makes the payments: Cater Allen Private Bank Santander House 9 Nelson Street Bradford BD1 5AN Sort Code: Account name and number: As shown on your statement (and, if issued, your cheques and paying-in slips). Please note that if your account name and account number are not clearly identified when the payment reaches us then we will return the payment to the originator. If you make a deposit by CHAPS you will receive interest from the day of your deposit, providing we receive notification of the transfer from you by 12 noon, and are in receipt of the deposit by 4pm on the same Business Day. Electronic transfers of US dollar and euro currencies With Cater Allen, no matter where you are in the world, you can easily deposit funds into your account. Simply follow the steps outlined below the appropriate currency heading. 26

27 When arranging for funds to be transferred into your account in US dollars or euros you may ask your bank to make a SWIFT payment in either US dollars or euros, to us, using the following routing details: For US dollar payments: Beneficiary Bank: SWIFT/BIC Code: For the credit of: IBAN#: Payment Details: Route via: ABA number: SWIFT/BIC Code: SCBLUS33 For euro payments: Send to: SWIFT/BIC Code: For the credit of: IBAN#: Payment Details: Royal Bank of Scotland, London RB0SGB2L Cater Allen Private Bank GB66RBOS For further credit to your Cater Allen Account Name and Number* Standard Chartered Bank, New York Royal Bank of Scotland, London RBOSGB2L Cater Allen Private Bank GB91RBOS For further credit to your Cater Allen Account Name and Number* Electronic transfers of all other currencies including sterling If you wish to deposit funds into your Cater Allen account in sterling or in any other currency except US dollars or euros, ask your bank to make a SWIFT payment in the relevant currency, to us, using the following routing details: Send to: SWIFT/BIC Code: For the credit of: IBAN#: Payment Details: Paying into your Term Deposit account Royal Bank of Scotland, London RBOSGB2L Cater Allen Private Bank GB40RBOS For further credit to your Cater Allen Account Name and Number* Once a Term Deposit has commenced you cannot add any additional funds into it until the current term has matured. On the day of maturity, you can add to your funds and re-invest for a further term. These additional funds should be transferred electronically to arrive with us on the day that you wish to invest them, from another account that you hold with us or another bank. Please do not send us cheques for depositing into a Term Deposit since we cannot deposit them and will instead have to return them to you. Please refer to our Term Deposit Fact Sheet for full details concerning these accounts, deadlines and Terms and Conditions. Rates and further information can be attained by calling us or by visiting our website at Further information If you have any questions or would like more details about ways to pay money into your account, please call our Client Team on (between 7am and 11pm, seven days a week). *These details can be included in the reference field when making the payment. 27

28 WITHDRAWING MONEY FROM YOUR ACCOUNT You can instruct the withdrawal of funds from your account in several ways: by phone, through our Internet Banking service, by letter or by fax. Please remember that your instructions need to be in accordance with the mandate that you set up on the account. If you have a Cater Allen Visa Deferred-Debit Card you can also withdraw cash over the counter at any branch of Royal Bank of Scotland. You will also be able to withdraw cash from over 1.6 million Visa cash machines around the globe, and pay for goods and services at millions of retail outlets worldwide. We will act upon your instructions immediately and without further enquiry unless we have cause to be suspicious as to the nature and/or content of the request. Please note though that where instructions are given by fax and post, we may telephone you to confirm your instructions and security details before accepting those instructions. If we cannot contact you by telephone we may take the decision not to follow your instructions. You may only withdraw up to the available balance on your account. Please ensure you have sufficient funds available in your account before writing a cheque, using your card, setting up a payment (e.g. a Standing Order or Direct Debit) or making any other payment or transfer out of your account. If we have to return a cheque, Standing Order or Direct Debit a fee will be charged (please refer to the Banking Tariff enclosed in your Welcome Pack for more details). 28

29 Minimum account balance A minimum balance of 5,000 applies to many of our accounts. If your account is below this value during any statement month or other period as designated by us then you may be charged our minimum account balance fee. Please refer to the Fact Sheet for your account and the Banking Tariff, both of which are enclosed in your Welcome Pack. Different accounts have different limitations on the number or value of withdrawals allowed, including maximum daily limits. Please refer to the Fact Sheet for your account for the specific withdrawal limitations. Withdrawals by cheque and Banker s Draft Sterling cheques You may write sterling cheques for any amount up to the available balance on your sterling account if we have issued you with a chequebook on the account. You should remember to take into account any sterling Visa Deferred-Debit Card transactions that may be pending on your sterling account. Your cheques are automatically crossed Account Payee Only, which gives you additional protection should a cheque you have issued be stolen or altered. This means that your cheques should only be paid into an account in the same name as the payee on the cheque. Please ensure that when you write out a cheque you put the name of the recipient onto the cheque rather than a generic name such as a bank name (e.g. Cater Allen Limited). It is also best practice to include the reference number on the payee line when paying a large organisation. This will help prevent the cheque being deposited and paid into anyone else s account. Please write your cheques clearly and carefully in permanent ink. If you need to make any changes to a cheque after you have written it, please sign next to each change that you make. Please do not write a future date on a cheque. If a future dated cheque is presented for payment before that date indicated on the cheque, it is at the bank s sole discretion as to whether the cheque is paid or returned. Stopping a cheque If you wish to stop a cheque, please telephone us on as soon as possible, giving details of the cheque to be stopped. We may make a charge in respect of each cheque stopped. Please refer to the Banking Tariff enclosed in your Welcome Pack for more details. We cannot stop a cheque if it has already been paid. Please ensure that you take care of your chequebook. If your chequebook is lost, stolen or misused please call us immediately. Sterling counter cheque If your account doesn t have a chequebook, please call and we can write a sterling counter cheque on your behalf from your sterling, US dollar or euro account. Once we ve received your instructions, we always aim to post the sterling counter cheque to you via Royal Mail on the next Business Day following the Business Day on which we received your instruction. When we issue a sterling counter cheque we will debit the money from your account on the day that we issue it and you will therefore not earn interest on the money from that point even if the cheque is not cashed for some time. Please note that it is your responsibility to ensure that the cheque reaches the payee and unfortunately we will not be able to advise you when it is cashed. We do not charge for issuing counter cheques. If you ask us to issue a sterling counter cheque on a US dollar or euro currency account we will use our exchange rate on the day. For details of our exchange rates, which are updated on a daily basis, please go to or call us. Sterling Banker s Drafts If you would like us to issue a sterling Banker s Draft on your account (whether it is a sterling, US dollar or euro account) please call us. 29

30 If we receive your request before 10.30am on a Business Day we will endeavour to post the Banker s Draft out to you the same day using Royal Mail s Registered Postal Service. We charge for Banker s Drafts. Please refer to the Banking Tariff enclosed in your Welcome Pack for details. Where we issue a Banker s Draft on a US dollar or euro currency account we will use the exchange rate vaild on that day for converting your account currency into sterling. For details of our exchange rates, which are updated on a daily basis, please go to or call us. We also offer a collection service for Banker s Drafts enabling you to pick up the draft from a specified branch of the Royal Bank of Scotland, as long as they have been pre-notified of this request in advance. They will need to see the following two forms of photo identification before they release a draft: Your Passport Your Driving Licence. When we issue a Banker s Draft we will debit the money from your account on the day that we issue it and you will therefore not earn interest on the money from that point even if the draft is not cashed for some time. Please note that it is your responsibility to ensure that the Banker s Draft reaches the payee and unfortunately we will not be able to advise you when it is cashed. If you wish to cancel the draft and you still have it in your possession, we will re-credit the value to your account once we have received the draft back from you and we have received settlement from the bank it was issued on. We cannot stop a Banker s Draft that you have asked us to draw for you if you no longer have it, for example if it has been lost, stolen or passed on to the intended recipient. Foreign currency drafts i.e. not sterling If you wish us to issue a foreign currency draft on your account, please call us to find out how to arrange this. Please note that these can take up to seven days so please ensure that you lodge your request far enough in advance. We ll post a currency draft to you via the Royal Mail s Registered Postal Service. We do charge for these drafts. Please refer to the Banking Tariff enclosed in your Welcome Pack for details. We will use our exchange rate on the day for converting your account currency into the foreign currency. Please refer to the Cater Allen website at for details of our foreign exchange rates which are updated on a daily basis. When we issue a foreign currency draft we ll take into account the prevailing exchange rate applicable and debit the money from your account on the day that we issue it. You will therefore not earn interest on the money from that point even if the draft is not cashed for some time. Please note that it is your responsibility to ensure that the draft reaches the payee and unfortunately we will not be able to advise you when it is cashed. If you decide not to make a foreign currency draft payment and return it to us, we ll arrange a refund for you taking into account the prevailing exchange rate. This rate may be different to the rate used to convert the currency when the draft was drawn, therefore the rate may have changed unfavourably and you may suffer a loss. Conversely, the rate may have changed favourably and you may gain. Please note we will not re-credit the value to your account until we have received settlement from the bank it was issued on. If the draft is lost or stolen, we will try to arrange a refund but may be unable to do so. 30

31 Automated payments/withdrawals Automated payments are available on certain Cater Allen Private Bank sterling accounts. Please refer to the Fact Sheet for your account enclosed in your Welcome Pack. Standing Orders and Direct Debits will normally be debited at the beginning of the Business Day that they are due. You should therefore ensure that there are sufficient funds in your account the day before the payment is to be sent, otherwise your payment may not be sent. If your payment cannot be sent due to insufficient funds then a charge will be applied to the account, details of which can be found in the Banking Tariff enclosed in your Welcome Pack. If the payment is sent but it takes the account overdrawn and the overdraft is not arranged then an unarranged overdraft fee and interest charges will be applied. Standing Orders Please call us to discuss and set up any Standing Order payments that you may require on your account. You can also set up Standing Order payments via Cater Allen s Internet Banking service or alternatively you can download and complete the Standing Order Mandate form from detailing your requirements and post this to us at Cater Allen Private Bank, Santander House, 9 Nelson Street, Bradford BD1 5AN. If we receive your completed Standing Order Mandate by 2.30pm on a Business Day, it can take a further three Business Days before the funds are available to the receiving bank. Please ensure that you allow enough time when you set up any Standing Orders. You may cancel a Standing Order you no longer need by informing us of this either in writing or by phone. You can do this up to the day before it is due to be debited. You can also cancel an existing Standing Order payment via our Internet Banking service. Unfortunately, once a Standing Order has left your account, we can t recall it, so please ensure that that your transaction is correct at point of instruction to us. Standing Orders are free within the transaction limits of your account. Please refer to the Fact Sheet enclosed in your Welcome Pack for your account transaction limits and the Banking Tariff for transaction charges. Direct Debits For Direct Debits, the payee (the company or organisation taking the payment from your account) will normally provide you with a mandate form. Simply complete this form and return it to the payee, who will then arrange with us for your account to be debited with the correct amount on the appropriate date. Cater Allen is part of the Direct Debit Scheme, which protects you and your money by means of the Direct Debit Guarantee. This Guarantee is operated by all banks and building societies that take part in the Direct Debit Scheme, and they all monitor and protect the efficiency and security of the Scheme. The Direct Debit Guarantee: If the amounts to be paid by Direct Debit or the payment dates change, the organisation collecting the payment will notify you normally 10 working days in advance of your account being debited or as otherwise agreed. If an error is made by the organisation collecting the payment, or by Cater Allen, you are guaranteed a full and immediate refund from Cater Allen of the amount paid. 31

32 If any payment is made in error, you should contact us as we are responsible for giving you a full and immediate refund even if the original error was made by the organisation collecting the payment. You may cancel a Direct Debit that you no longer need via Internet Banking, telephone or in writing. You can do this up to and including the day it is due to be debited. You should also advise the payee. You may also cancel a Direct Debit by only telling the payee and not telling us, but they will need longer to cancel it. Direct Debits are free within the transaction limits of your account. Please refer to the Fact Sheet enclosed in your Welcome Pack for your account transaction limits and the Banking Tariff for transaction charges. Bill payments Bill payments can be made from your account. They will be sent by electronic transfer on the same day, provided that day is a Business Day, the instructions are received before 2.30pm, and are in accordance with your mandate. Subject to the above conditions, bill payments will be available in the recipient s account within one Business Day of the Business Day on which we received the instruction. Please call us to discuss and set up any bill payments that you may require. Alternatively, you can set up bill payments via our Internet Banking service or by writing to us detailing your requirements. Bill payments are free within the transaction limits of your account. Please refer to the Fact Sheet enclosed in your Welcome Pack for your account transaction limits and the Banking Tariff for transaction charges. 32 CHAPS & SWIFT (Telegraphic Transfers) withdrawals Same-day clearance withdrawals can be made by CHAPS (for sterling payments within the UK only). For SWIFT withdrawals timescales can vary. Please refer to the Terms and Conditions for your account enclosed in your Welcome Pack for further details. If you wish to send us your instructions by letter please write to us at: Cater Allen Private Bank Santander House 9 Nelson Street Bradford BD1 5AN To instruct Telegraphic Transfers (TTs) over the phone, you must first complete a Mandate for Telegraphic Transfer instructions given by telephone form for the payee you wish to send a payment to. This form is available to download from literature-downloads. Having completed and returned this form to us you can then just call us each time you wish to make another transfer to this payee. For each additional payee you will need to complete and send to us a new mandate. This service is only available for one to sign accounts. If you wish to give instructions via fax you must complete a Mandate for withdrawal instructions given by facsimile form which is also available at Once we have this mandate you can then fax us with all of your Telegraphic Transfer instructions, regardless of who the payee is. As part of our security procedures we may need to confirm your instructions. If this is the case we will call you. If we cannot get hold of you to confirm the instructions, we will not proceed with your transfer, therefore please ensure that when you request a transfer you are available during the rest of the day to receive a call from us and that we have the correct telephone number to contact you on.

33 All same-day sterling transfer instructions must be received by Cater Allen before 2.30pm, on the Business Day that the transfer is to occur. All same-day currency transfer instructions must be received by us before 2.30pm, excluding euro transfers which must be received by 2pm. A standard charge will be made by us for each transfer made. Please refer to the Banking Tariff in your Welcome Pack for further details. In addition, there may be charges applied by other financial institutions involved in the transfer. Please tell us in any instruction whether you wish to pay those charges or if the recipient is going to pay them. Withdrawals from Sovereign 30 (Personal) or Asset 30 (Non-Personal) Account Withdrawals from Term Deposit accounts Once a Term Deposit has commenced you cannot withdraw any money from it or close it. You must wait until it has matured and then transfer away any funds you require. Please refer to our Term Deposit Fact Sheet for full details concerning this account. Further information If you have any questions or would like more details about ways to withdraw money from your account, please call our Client Team on (between 7am and 11pm, seven days a week). Withdrawals may be made from these accounts in the following ways, provided that the account remains in credit: You can make as many withdrawals as you like free of charge provided you give us 30 calendar days notice ending on a Business Day, for each individual withdrawal. You can make one free of charge no-notice withdrawal per year provided that your account balance is over 10,000. The maximum allowed withdrawal value is 2,500. You can make as many no-notice withdrawals as you like. You will incur a charge equivalent to 30 days interest on the amount withdrawn for each of these withdrawals. We will not accept Standing Orders or Direct Debits to withdraw money from these accounts. You must provide us with separate instructions on each occasion that you wish to make a withdrawal. 33

34 CHANGING YOUR DETAILS In the event that you need to amend the details on your account, we have made it as easy as possible for you to do so. Changing your name or contact details All signatories and authorised users on any account need to let us know, as soon as possible, when any of the following details change: Name Address Telephone number address (if this is how you have requested that we communicate with you) If any of the authorised users details have changed If any of the authorised users have left the company (Non-Personal Accounts only). You can let us know about contact detail changes by calling our Client Team on , or +44 (0) from outside the UK, where normal international call charges will apply. If you change your name we can only accept notification of the change of name in writing by letter. We also require proof of the name change if: a signatory or authorised user has changed their name due to marriage/civil partnership, in which event they must provide us with their Marriage Certificate/Civil Partnership Certificate; 34 a signatory or authorised user has reverted to their maiden name after divorce/civil partnership dissolution, in which event they must provide us with their Decree Absolute/final order of dissolution of civil partnership; a signatory or authorised user has changed their name by Deed Poll, in which event they must provide us with their Change of Name Certificate. If at any time we find that we don t hold the correct details for you, for security reasons we may have to make your account inactive to protect both you and the Bank. From time to time therefore it may be necessary for us to ask you to provide up to date copies of your identification documents. Within Internet Banking you can view the primary name and address details we have for you. For your security, Cater Allen does not allow you to change your personal details (other than your address) via Internet Banking. Adding or removing authorised users on an account Non- Personal Accounts only You can change the users on an account by completing the relevant Mandate Renewal Form. The Mandate Renewal Form must be completed by everyone whom you wish to be a user on the account. The Mandate Renewal will supersede the original Account application mandate. The Mandate Renewal is your authorisation for the adding or removal of any user. Changing your Internet Banking log-in details If you wish to change your log in credentials please change them to something memorable and do not write them down.

35 Creating/Changing your Internet Banking User Name Instead of using your Customer Number to log in to Internet Banking, it s more secure to create a User Name that s memorable and unique to you. The User Name you choose must adhere to the following parameters: Must be 5 25 characters in length; Must be made up of alphabetic characters, or alphabetic characters with numbers; Must not contain a sequence of five or more characters that appear in your Internet Banking Password; Must not contain any special characters or spaces % or.) Unfortunately, you can t use the same user name as another Cater Allen client, so if your chosen name is already in use you ll see an error message. Changing your Internet Banking Password (IBP) To change your Internet Banking Password (IBP) you will be asked to enter your current IBP in full, followed by your new password, then enter your new password for a second time to confirm it. You ll also be asked to enter three random digits of your Personal Access Code (PAC). Your Internet Banking password must adhere to the following parameters: Must not contain a sequence of four or more consecutive numbers or letters, ascending or descending (e.g. ABCD, DCBA, 1234, 4321 ); Must not include a sequence of five or more characters that appear within your User Name or Customer ID Number; and Must not contain any special characters or spaces %,.) Changing your Personal Access Code (PAC) Changing your PAC is simple. You should call our automated ServiceLine on and once you have gone through the normal customer ID (which includes entering the last eight digits of your customer number and all six digits of your PAC) you will be presented with a menu of options including one to choose a new PAC. You should then follow the instructions you will hear. When you are considering a new six digit number for your PAC please note it must adhere to the following parameters: Must be six numbers in length; Must not use repetitive numbers three or more times in a row (e.g , etc.) Must not contain a sequence of four or more consecutive numbers, ascending or descending (e.g , , etc.) Must not use your date of birth in either European or US date formats (e.g. 28th May 1978 as either or ); Further information If you have any questions or concerns about your details or the security arrangements on your account, please don t hesitate to call us. Must be 8 16 characters in length; Must contain both numbers and letters; 35

36 INTEREST AND CHARGES We pay different rates of interest at different times on our accounts although in most cases interest is calculated daily and paid to the account once a month or once a quarter. Interest on your Account Please refer to the Fact Sheet enclosed in your Welcome Pack and the interest rates for your specific account on the Cater Allen website at or by calling our Client Team. Tax on interest We pay interest gross of income tax on all accounts. Banking charges Certain types of transactions will incur charges. Please refer to the Fact Sheet for your account and the Banking Tariff, both of which are enclosed in your Welcome Pack, for further details. Overdraft Interest Rates Private Bank Account only Please refer to the Banking Tariff for arranged and unarranged overdraft charges and interest rates. Overdrafts are subject to status, repayable on demand, and not available to anyone who is under 18 years of age. If you hold a Cater Allen Sterling Account and would like to apply for an arranged overdraft please call us. Cater Allen subscribes to the Lending Code which sets minimum standards of good practice in relation to loans, overdrafts and credit cards. A copy is available to view and download at For full details of all our charges, please see your account Fact Sheet or our Banking Tariff, or call our Client Team. 36

37 YOUR BANKING RELATIONSHIP WITH US Data protection and marketing We hold and process information relating to the operation of your account(s) for administration including credit control, analysis and marketing purposes. This may include the marketing of the products and services by post, telephone and from Santander group companies and their associated companies. If when you applied for your account you indicated that you did not want to receive marketing information, we will respect your wishes. The Data Protection Act 1998: Under the terms of the Data Protection Act 1998 you have the right to know what information we hold about you. If you would like to find out what personal details we hold on your account, please write to: The Data Protection Compliance Team (AHM G69) Cater Allen Private Bank 9 Nelson Street Bradford BD1 5BH If you require specific information we can supply this free of charge. However, if you make a request under the Data Protection Act 1998 for all information we will charge you a 10 fee. Upon receipt of your request and 10 fee, we have up to 40 days in which to provide you with the information to which you are entitled. To find out more about your rights under the Act, please write to: The Information Commissioner Wycliffe House Water Lane Wilmslow Cheshire SK9 5AF Telephone: Making a complaint At Cater Allen it is important to us that we continue to improve our services and products and provide you with the service you expect. We want to know when things don t go well so we have the opportunity to put them right for you and potentially other customers. When things do go well we would also like to hear from you. How to contact us The best way to contact us is over the phone so that we can talk to you in person and take action to resolve the issue for you. You can call our Client Team on (free from all consumer landlines and mobile phones, there may be a charge from a business phone, please check with your provider before dialling). From outside the UK: (Open 7am to 11pm seven days a week). Please note that if you call from outside the UK, normal international call charges will apply. If you would prefer, you can contact us using one of these other methods. It is important that you provide us with a daytime contact number so we can call you to discuss the matter with you if we need to: Online; through the Contact Us section for existing customers on our website us at the following address: [email protected] Alternatively, you can write to us: Client Team Cater Allen Private Bank Freepost ANG40024 Bradford BD1 5WL 37

38 Our promise We will do everything we can to resolve your concern promptly and fairly. Our commitment is that we will listen to you, we will contact you if we require more information to investigate the issue you have raised and where we have made a mistake we will put things right for you. We recognise there will be occasions, and in particular for more complex issues, where we will need more time to investigate the matter. In these circumstances we will send you an acknowledgement letter and keep you informed of our progress throughout our investigation. Using a solicitor or a claims management company or a third party firm to make a complaint We will look into the issue you have raised exactly the same way even if you employ a solicitor or a claims management company or a third party, such as a Financial Adviser. When making this decision it may be helpful to know: Cater Allen will not charge you to investigate your complaint. Cater Allen will not be liable for any fees incurred if you decide to employ a third party to handle your complaint. Cater Allen will generally only make a payment directly to you our customer if the complaint is upheld and we pay any redress. Following our response If you do not agree with our resolution once we have completed our investigation then you can choose to come back to us using any of the contact routes above. Alternatively, you can choose to go to: The Financial Ombudsman Service The Financial Ombudsman Service is an impartial and independent organisation which looks into individual disputes between consumers and financial services businesses without taking sides. If we have not been able to resolve the matter to your satisfaction once we have given you our response then you may be able to refer it to the Financial Ombudsman. If you decide to contact them you must do so within six months of the date of the final response letter that we will send to you. They will only investigate if you have already tried to resolve your issue with us or if it has been more than eight weeks since you first contacted Cater Allen. Further details about the Financial Ombudsman Service can be found in the Your Complaint and the Ombudsman leaflet available on their website: You can contact the Financial Ombudsman Service by: Telephone: or or [email protected] Financial Services Compensation Scheme Cater Allen Limited holds its own banking licence and is authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority (FCA) and Prudential Regulation Authority. Cater Allen is covered by the Financial Services Compensation Scheme (FSCS) with each eligible depositor covered up to the current FSCS limit as a combined amount across their Cater Allen accounts, including their share of any joint accounts. 38

39 Because Cater Allen holds its own banking licence, your deposits with Cater Allen are regarded for the purposes of FSCS cover as being distinct from any deposits you may hold with Santander UK plc. You are therefore afforded up to the current FSCS limit cover as a combined amount across your Cater Allen accounts, and up to the current FSCS limit as a combined amount across any Santander UK plc accounts you hold. For further information about the compensation provided by the FSCS (including the amounts covered and eligibility to claim) please call us, refer to the FSCS website or call the FSCS on Please note that only compensation related queries should be directed to the FSCS. Changing your mind about your new account We hope you ll be absolutely satisfied with your new Cater Allen Private Bank Account. If however you change your mind for any reason, you have 14 days in which to cancel any account except a fixed rate Term Deposit. This is in accordance with the Financial Conduct Authority Banking Conduct of Business. So, if you tell us within 14 days of receiving this Welcome Pack that you wish to cancel your new account(s), we ll close it and return your deposit with any interest it has earned. Closing a Cater Allen account If you wish to close an account that you hold with us, then please confirm this in writing to: Cater Allen Private Bank Santander House 9 Nelson Street Bradford BD1 5AN Please remember that your instruction to close an account needs to be in accordance with your account mandate. For example, on a business account, joint account or an account held by an organisation, the instruction must be signed by all those who gave the authority to open the Account. Please advise us where you would like any remaining funds to be sent. For security reasons please do not send cards, chequebooks, bank or paying-in books through the post with your request. These items should be securely destroyed. Please ensure that you cut through the chip when destroying any cards. 39

40 CONTACT US Client Team Our Client Team is available to help you between 7am and 11pm, seven days a week. You can call them on: (free from all consumer landlines and mobile phones, there may be a charge from a business phone, please check with your provider before dialling) from outside the UK, where normal international call charges will apply Or you can write to them at: ServiceLine Cater Allen s automated telephone banking service is available 24 hours a day, seven days a week calls from UK landlines are free. Mobile charges may vary. or +44 (0) from outside the UK, where normal international call charges will apply. Client Team Cater Allen Private Bank Santander House 9 Nelson Street Bradford BD1 5AN 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 For the hard of hearing and/or speech impaired please use the Text Relay service. Further details can be found at 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 number Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Our Financial Services Register number is 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 CATER ALLEN, PART OF THE SANTANDER GROUP CAPB 0454 APR 16 HT