General Terms and Conditions

Transcription

1 General Terms and Conditions UBL UK January 2016

2 C O N T E N T S G e n e r a l Pe r s o n a l a n d B u s i n e s s 2 I s l a m i c A c c o u n t 21 M a r h a r b a 9 0 d a y s a c c o u n t 22 A d d i t i o n a l Te r m a n d C o n d i t i o n s 24 A d d i t i o n a l C o n d i t i o n s Fo r U B L U K D e b i t C a r d 25 If you would like a larger print of this document, please ask our Sales and Service staff, or call requesting them to send you one. You can also visit our website and print out an enlarged version of this text. 1

3 GENERAL TERMS AND CONDITIONS 1. Information about the bank United Bank UK and UBL UK are trading names of United National Bank Limited ( UBL UK ) which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. UBL UK s registered address is: United Bank UK 2 Brook Street London W1S 18Q You can contact Us by telephone on or through our website at Details of our other branches can be found in our Key Features Document(s) and on Our website. UBL UK is registered with the Registrar of Companies in England and Wales as a limited liability company and Our company number is UBL UK is also registered with HM Revenue and Customs (VAT No ). We may change Our banking hours, banking practice, the availability of branches and similar matters according to these General Terms and Conditions by giving You notice in Our branches or in the national press or by post (including statement messages) or on Our website. Any change will apply from the date specified in the notice. If We plan to close or move a branch We will give You at least 12 weeks prior notice. This document will inform You how We propose to providing Our banking services to You. 1 Definitions In these general terms and conditions the following definitions apply: UNB, UBL UK, United Bank UK, We Our or Us means United National Bank Limited; You or Your means the named holder of each Account and, in the case of a Joint Account, each of the Joint Account holders; A Business Day means Monday to Friday but excluding UK bank holidays; Account means any Current Account, Savings Account, Fixed- Term Deposit, Notice Account opened in Your name by Us; Business Current Account means any Current Account opened in the name of a company or a person who is not consumer or a bank- ing customer as defined by the FCA Banking Conduct of Business Rules; Joint Account means an Account opened in the name of more than one person each of whom is responsible (individually and together) or any money owed to Us in relation to that Account; Current Account means an account where withdrawals can be made by cheque or debit card and on which no interest is paid on credit balances including but not limited to a Business Current Account, or Student Account; Savings Account means an account bearing interest other than a Fixed-term Deposit; Fixed-Term Deposit means either a fixed term deposit account or a call deposit account where money is placed with Us for a fixed period or on call notice. Fixed-term Deposits are accounts which may have terms and conditions for withdrawals and where interest may be paid. Charges Schedule means the list of charges We may apply to certain Accounts which will be notified to You separately in Our advertising and other documents relating to these Accounts and which will be available on Our website. Foreign Cheques mean a cheque in a foreign currency or cheques in sterling paid out of an account at a bank abroad (in countries other than in the UK, the Isle of Man, Gibraltar or Channel Islands). Debit Card means a card issued in conjunction with Our Current Account which You can use to make withdrawals at a certain cash machines and will be subject to the terms and conditions that apply to the issuance of that card. Notice Account means an account on which you must give notice before withdrawing any money. Overdraft means a facility where UBL UK allows you to draw more money (whether by cheque, ATM withdrawal, bank transfer or otherwise including the application of Our Charges) than is standing to the credit of Your Account so that You will owe UBL UK the over- drawn amount plus any applicable fees or charges. Overdrafts are either an Approved Overdraft which is an Overdraft of a set amount which We agree You can overdraw Your Account prior to the Account going into debit or an Unapproved Overdraft which is an Overdraft where We have not given Our approval and consent to Your Account going into debit. Payment Instruction means any instruction given by You to Us whether in writing, by phone, by using a debit or ATM card or electronically, requesting the execution of a payment transaction which is an act, initiated by either the payer or by the payee, of placing, transferring or withdrawing funds, irrespective of any underlying obligations between the payer and the payee. Personal information means information about You that UBL UK has received from You and others including but not limited to: (a) information provided in applications, s and letters, during telephone calls and conversations in branch, when registering for services, in customer surveys, when You participate in competitions and promotions, through websites and during financial reviews and interviews; (b) from analysis (for example, the amount, frequency, location, origin and recipient) of Your payments and other transactions, and Your use of services and what We know from operating Your Accounts; and (c) information We receive from each other and from other organisations such as credit reference agencies and fraud prevention agencies. 2

4 Security Details means the processes or security procedures We may ask You to follow or use, for example, a password or other information, security numbers or codes such as Personal Identification Numbers ( PINs ), to make an instruction or confirm Your identity, and which may be used in combination with something We give You, such as a card with a PIN or random security number generator. 2 Our banking relationship These General Terms and Conditions apply to all Current Accounts (including all Business Current Accounts), Savings, Fixed-Term Deposit or Notice Accounts including all Joint Accounts. They explain Our obligations to You and Your obligations to Us and apply to all of Our banking services but may be added to or varied by specific conditions ( Additional Conditions ) which apply to certain products. These General Terms and Condition apply to all banking services We provide for Your personal use. Additional Conditions may apply if You are a customer for the purposes of a business, club, charity or other organisation, or if You are acting as a trustee, personal representative, partner or sole trader. This agreement does not affect or change the terms (express or implied) of those agreements. However, if We do this, it will be just a temporary measure and We may enforce Our rights strictly again. 3 The services and information We provide Before You become a customer of UBL UK We will provide You with Our details and a copy of these General Terms and Conditions as well as a copy of all of Our product literature that is relevant to You and the service We will provide to You including the current rates of interest and details of Our current Charges Schedule. We offer a choice of Accounts to suit a wide variety of customer needs. These range from an Account offering standard banking services to Accounts including added benefits, for example, some types of insurance. Some Accounts have a minimum balance requirement in order to maintain that Account. The minimum balance requirements may change from time to time and You will be told at least two (2) months in advance of any such change being made. We may agree to give You an Overdraft on Your Current account and, as part of our overall service, We will consider requests for an Unapproved Overdraft or increased Unapproved Overdraft and tell You of Our decision. Please contact Us if You would like to discuss any of those options. Some Accounts and services may also be subject to Additional Conditions including but not limited to minimum and maximum balances, requirements to qualify for a particular Account, services, rates or benefits available only with certain Accounts, interest rates and charges applicable to certain Accounts and notice periods on Savings Accounts which will be notified to You separately and which will be available on Our website. Unless an Overdraft has been agreed with Us, You must always keep Your Current Account in credit. Savings Accounts must also always be in credit. If any Account is in credit We reserve the right to use such credit to reduce or repay to Us any overdrawn amounts on other Accounts We hold in the same name or Joint Accounts. If any Additional Condition conflicts with any general condition in this document, the Additional Condition will apply. For example a Savings Account may have different terms for working out or paying interest, so those terms will apply to that type of Account instead of the conflicting terms in these General Terms and Conditions. For further information about Your statutory rights in respect of these Account, if any, please contact Your local Trading Standards Department or Citizens Advice Bureau. We may transfer all or any of Our rights in relation to Your Account provided We have a valid reason for doing so and, if required to do so, We have given You adequate notice. We may also delegate, transfer or outsource any of Our obligations, but only to an entity which We reasonably consider capable of performing these obligations. References to UBL UK in these General Terms and Conditions would include references to any person to whom any relevant right or obligation has been transferred. You may not transfer any of Your rights or obligations in relation to Your Accounts other than as set out in these General Terms and Conditions or in the Additional Conditions that apply to any specific service or product We may provide. We may not always strictly enforce Our rights under this agreement. For example, We may allow You more time to pay what You owe Us. Money can be paid directly into an Account in cash, by cheque or by direct transfer from another account. You can take money out in many different ways, such as by cheque, card, in cash, direct transfer to another account, direct debit or standing order as set out in these General Terms and Conditions or in the Additional Conditions that apply to the specific Account or service We provide. If You want to put some of your money aside, You can open a savings account. There may be limits to the ways you can withdraw money out of a Savings Account, compared to a Current Account. For example, You may not be able to set up standing orders or direct debits on a Savings Account. If We offer other services to You in the future, We will make it clear at the time if these General Terms and Conditions will apply to them. You may also request a copy of these General Terms and Conditions or the terms applying to any Account at any time by contacting Our Sales and Service Staff and all current terms and conditions are available on Our website. We will also provide You with details of Your right to cancel any contract You may enter into or close an Account as well as details of Our internal complaints procedure. We will also inform You of the cheque clearing process and details of when funds placed with Us or transferred to Us will be available to You. 3

5 UBL UK is part of the UK Financial Services Compensation Scheme and Financial Ombudsman Service and We will provide You with details of these schemes. 4 Communicating with You All documentation that We provide to you or communications We make with You will be in English and will be in a clear and comprehensible form. Any changes to these General Terms and Conditions or to the relevant documentation including changes to interest rates or charges, including changes to Our Charges Schedule, will be notified to You if required or displayed at Our branches and made available on Our website ( We will contact You using the contact details (usually Your principal home address) You give Us. You should advise Us immediately if you change Your home address or, if different, Your correspondence address. We will not accept instructions not to write to You. Where We hold a correspondence address and a different home address for You We may send notices or mail to Your home address if correspondence is either returned from the correspondence address or You do not respond to mail sent to Your correspondence address when We have requested You to do so. We will not be responsible if We fail to contact You or if We send confidential information to the wrong address using out of date details where You have not notified Us of the change. We may charge You Our reasonable costs of finding You (or trying to find You) if Your contact details are not kept up to date. Our contact details are in Section 1 above and if there is any change in those details We will notify you as set out in these General Terms and Conditions. You can contact Us and give Us instructions in branch, through Telephone Banking, Internet Banking or Mobile Banking (once you have registered for them), or by using a card. Any instructions you give Us are not effective until We actually receive them. You can usually use Our Telephone, Internet and Mobile Banking services/machines at all times but occasionally repairs, updates and routine maintenance on Our systems and those of Our suppliers may meanthat a particular service cannot be used for a short time. It may be unlawful for You to use Internet Banking or Mobile Banking in some countries. You must check this and take appropriate action, including not using these services if prohibited. You will be liable if You break foreign laws, and may be responsible for any loss You cause Us as a result of Your actions. 5 Security When We contact You or You contact Us We need to check Your identity before You can give Us instructions or We can disclose or discuss confidential information about Your accounts. You must therefore provide and sign any instructions given to Us in writing and if You are in one of Our branches, We may ask You for identification. We will do all We reasonably can to prevent unauthorised access to Your Accounts and to make sure they are secure but You are also responsible for ensuring that You take appropriate steps to keep information regarding Your Accounts secure. You must therefore take all reasonable steps to keep Your cheque book, Debit Card and PIN numbers safe. PINS, passwords and secu- rity information should never be written down and should not be disclosed to any other person. If You are contacting Us or giving Us instructions by any method other than in writing (for example by using a card, Telephone Banking, Internet Banking or by Mobile Banking) You must do so using the Security Details We have given to You or agreed with You personally. You must follow any instructions We may give to You, which We rea- sonably consider are needed to protect You and Us from unautho- rised access to Your Accounts. You must not let anyone else use any of Your cards or Security Details, not even someone sharing a Joint Account with You as he or she will have his or her own card and Security Details. You must keep Your cards and Security Details secure and protect cards from damage and do all You reasonably can to make sure no one finds out Your Security Details, for example by not choosing obvious passwords or codes (such as Your date of birth) as part of Your Security Details, writing Your Security Details on, or keeping them with Your cards or banking documentation, writing down your Security Details in a way that is recognisable or letting anyone listen in to Your calls with Us, or watch You entering or making use of Your Security Details, not let anyone else give instructions, or have access to information, on Your accounts unless he or she has a separate arrangement with Us to do so, or You have specifically authorised him or her to do so under (a power of attorney or mandate) and if there is a place for Your signature, sign any card as soon as You have received it. If you use Our Internet Banking or Mobile Banking services, Your computer, modem and mobile phone must meet any reasonable requirements We may set and You must carry out Your own regular virus checks, and You must not change or copy anysoftware We provide, or give it to another person. You must tell Us as soon as You can if You: (a) notice any errors in the Account, a statement or other cor respondence with Us; (b) find Our services are not working or working properly; (c) think any Debit Cards or Security Details relating to You have been lost, stolen, damaged or are being misused; or (d) think someone may be accessing Your accounts without Your authority or that someone has discovered Your Security Details. You should contact our Sales and Service staff as soon as possible on and if calling out of office hours leave a message informing Us of the situation and We will deal with it on the next Business Day. We will take steps to ensure You are always able to inform Us of such matters. We strongly recommend that You do not Us confidential infor- 4

6 mation or instructions (as they should only be given through Internet Banking) and You should not respond to any s asking for Your account information, Security Details or any information about Your Debit Card whether it appears that the appears to come from Us or not as We will not ask for these details by . If You use , it is at Your own risk. the change. 8 Telephone Banking and Internet Banking You can give Us instructions and access information on Your Accounts by phone using Telephone Banking or, once You have registered, electronically using Internet Banking. We reserve the right to stop the use of your Debit Card on reasonable grounds which relate to the security of that card including the suspected unauthorised or fraudulent use of the card or if the card has a credit line and in Our sole discretion We believe that there is a significantly increased risk that You may be unable to fulfil any liability to repay amounts advanced on the Debit Card. Before We carry out any measures to stop the use of the Debit Card We will inform You that We intend to do so and give reasons for doing so. Where We are unable to inform You prior to stopping the use of the Debit Card We will do so immediately afterwards. This provision does not apply where notification would compromise reasonable security measures or it would otherwise be unlawful to do so. We will not treat You as breaking Your security obligations just because You use an aggregation service We do not provide. A typical aggregation service allows You to view information about Your accounts with different banks on a single website. As long as We have checked Your identity in one of the ways set out above, We will assume that We are dealing with You. 6 Telephone recording We may listen into or record any phone calls with You to check We have carried out Your instructions correctly, to help improve Our service, check that We comply with Our regulatory obligations, and to help detect or prevent fraud or other crimes. 7 Debit Cards Debit Cards issued with any Current Account or Business Current Account are covered by these General Terms and Conditions. (These cards do not give You additional rights to borrow money or to operate an Overdraft other than in accordance with the terms of the relevant Account.) You can use Debit Cards to take money from Your Accounts by making cash withdrawals from cash machines, getting cash back from some retailers and paying for goods and services in the UK and other countries. You may also be able to use Your Debit Card at some cash machines for a variety of other services such as making deposits, paying bills, transferring funds, topping up Your mobile phone or making a balance enquiry. This will depend on whether the cash machine You wish to use offers these services which may not be available at all cash machines or which may charge You for using those services at that cash machine. We may withdraw or replace Your Debit Card with a different type of card following a review of Your personal circumstances. We will tell You about the features of the card when We send You the replacement card and if the replacement card would change the terms of this agreement We will give You advance personal notice of You may not be eligible for all of Our accounts or services or all the features they have for example, We will not give you an Approved Overdraft if you are under 18. We may also, in Our absolute discretion, limit the number of Accounts or services You can hold with Us. An important part of Our role as Your bank is to provide You with services to help you manage your finances. We do not generally provide advice, but We can use information We have about you to suggest other services We think might be of interest to You. To find out more about how We use Your Personal Information, please see the information set out below. 9 Statements If You have made a transaction on Your Account in any given month We will send You a written statement at the end of the month unless You have requested otherwise. This statement will contain details of all transactions made in that month and will be sent to You through the post at the correspondence address notified to Us by You. We will provide You with a paper statement for each Account regularly and at least once a year. You can order a paper statement at any other time through at any branch or through Telephone Banking but there may be a charge for supplying these statements. The transaction details We will provide You within the statement include the following: A reference enabling You to identify each payment and where appropriate, information relating to the beneficiary; The amount of the payment transaction in the currency in which Your account is debited or in the currency used for the Payment Instruction; The amount of any charges and where applicable a break down of these charges or the interest payable by You; Where applicable the exchange rate used by Us and the amount of the transaction after that currency exchange (if this is not included on the statement a separate notification will be sent to You advising You of this information; and A debit value date or the date of receipt of the payment instruction. When You receive payments into Your Account, We will provide You with details of these payments in Your statement. Where You have received credits into Your account on any given month, We will send You a written statement at the end of the month. The information We will provide to You will include the following: A reference enabling you to identify the transaction and where appropriate the sender and any information transferred with the payment; 5

7 The amount of the transaction in the currency in which Your Account is credited Any charges and where applicable a breakdown of the charges; Where applicable the exchange rate used in the transaction and the amount of the payment before the currency conversation (if this is not included on the statement, a separate notification will be sent to You advising You of this information; and The credit value date. We may refuse to accept a Payment Instruction into an Account or to make a payment from an Account if We believe that doing so might cause Us to breach a legal or regulatory requirement or it might expose Us to any action from any government, government agency or regulator. We may refuse to execute any Payment Instruction if You have insufficient funds in Your Account to meet the amount of the Payment Instruction including any charges payable whether or not this would place the Account in debit. If We provide You with details of the balance of Your Account, the balance may include transaction that are still being processed such as cheques which are in the process of being cleared and so may be subject to change. Any such balance given by Us to You may not represent cleared funds which are available for You to withdraw from your Account. We may also provide You with details of the available balance on Your Account. This will represent funds which You are able to withdraw (subject to any other restrictions on withdrawals) and including the amount of any Overdraft which We have agreed with You. If You use Internet Banking, We will provide electronic statements and You can tell Us to stop sending You paper statements for all, or any, of Your Accounts which are accessible by Internet Banking. You can change Your mind and tell Us to start sending You paper statements again. We may use messages on or with Your statements to tell You about changes to this agreement or to other agreements or services You have with Us. You are responsible for checking statements, text messages or other account information We give You. If You tell Us about any errors on Your Account, or if We notice any errors, We will correct them as soon as reasonably possible. You must give any information and help We reasonably ask for to deal with misuse or unauthorised access to Your Accounts, or in relation to any other transaction We, the police or other authorities are investigating. We may pass on related information to other banks, to those involved in processing card payments, or to the police or other authorities, in the UK or (if appropriate) abroad if required to do so by law or regulation. 10 Banking and payment services In most cases We process Your Payment Instructions on the Business Day We receive them. To do this We must receive the Payment Instructionbefore the cut-off time for that Business Day. The cut-off time is different for Payment Instructions received in one of Our branches or by Telephone Banking or Internet Banking but is usually not before 3.30pm (UK time). If Your Payment Instruction is not received by the cut-off time on any Business Day, We will treat it as having been received the next Business Day. You can ask Us for further information about the relevant cut-off times. 11 Refusal of Payment Instructions We may refuse to carry out a Payment Instruction, or other transaction on Your account if the Payment Instruction is not clear or You have not provided Us with the correct details or if there is a legal requirement or a court or other authority that tells Us to act in that way or the payment seems unusual compared with the way You normally use Your account or We reasonably believe You or someone else has used or is using or obtaining, or may use or obtain a service or money illegally or fraudulently. We may also refuse to carry out a Payment Instruction if we reasonably believe that someone else may have rights over money in Your account (in this case We can also ask (or require You to ask) a court what to do, or do anything else We reasonably need to do to protect Us) or any other reason set out these General Terms and Conditions applies. For security purposes We may have in place internal controls in relation to certain transactions or on the maximum amount that can be taken out of Your Account in certain circumstances which may mean We may refuse to carry out a Payment Instruction or require You to produce additional identification or confirmation of the transaction. We will let you know if We are stopping a payment for this reason. We also use systems to identify payments that seem unusual and to help Us prevent the misuse of Your account. This may include using widely available geographical mobile phone technology when assessing the location of a proposed payment if You ask Us to send funds from Your account elsewhere. Where We think an unusual payment involves misuse or fraud We may investigate further, for example by calling You, or refusing to make the payment. If We prevent You from using Your account or cards, or refuse, or are unable to make a payment under this agreement, We will act in a manner We think is reasonably appropriate for the circumstances and try to reduce the inconvenience to You but We accept no liability for any consequential loss which may arise as a result of Our refusal to accept Payment Instructions. Unless the law prevents Us from doing so, We will try to contact You to tell You that We are refusing, or are unable to act on Your Payment Instruction. We will do this at the earliest opportunity. If You are using a card to make a payment or withdrawal from a cash machine, the retailer or organisation which owns the cash machine will tell You that the payment has been refused. You can also contact Us to find out (unless the law prevents Us from telling You) why We have refused to act on Your payment instruc- 6

8 tion and how You can correct any factual errors that led to Our refusal. We are not liable if a retailer or another organisation (or a cash machine) does not accept your Debit Card or card number. from Your Account on the same day as the cheque is received. We typically receive cheques within a few days of You writing them, but the exact timing depends on when the person to whom You gave the cheque to pays it into their account (which can be months later). We may not be able to carry out a Payment Instruction if the organisation You are sending the payment to is not a member of the UK Faster Payments Service. We are not liable for failing to make a payment if the organisation You are sending the payment to is not a member of the Faster Payments scheme. We will notify You in writing of any refusal of Payment Instructions. In these cases We will notify You of the refusal and, if possible, the reasons for the refusal and the procedure for rectifying any factual errors that lead to the refusal. There may be a charge for sending You such a notification. This will be found in Our Charges Schedule. We will not however be required to notify You of the refusal to execute a Payment Instruction or to seek to obtain Your consent if such notification would other be unlawful. It is Your responsibility to make sure You have available funds in Your Account to cover any cheques You have written. You may be able to stop a cheque that has not yet been paid in by calling Us with details of the cheque number, amount and date, who it is payable to, and similar details for any replacement cheque. We may charge for trying to stop the cheque, whether or not We suc- ceed in doing so. You may not ask Us to pay a cheque later than when We receive it by writing a future date on it. We will not be liable if We pay the cheque before that future date. You can instead use Telephone Banking or Internet Banking to tell Us to make a payment on a future date. In the event that a petition for bankruptcy, administration or winding up is made against You You agree that We may refuse to act on any instruction given by You or anyone else to make a payment of out Your Account unless there has been an appropriate order previously obtained from the court, a certified copy of which has been presented to Us and further that We are authorised to set up a separate account in Your name into which any future payments may be credited. 12 Payments into Your Account (deposits) Cash payments into Your Account Cash paid in at one of Our branches by the cut-off time will be shown in Your Account on that day and it will earn any interest from that day. We will allow You to use that cash deposited straightaway. If You deposit cash into one of Your Accounts on a non- Business Day, it will be credited to Your Account and start to earn any interest on the next Business Day. Cash paid in at another bank to be credited to Your Account will be shown in Your Account on the next Business Day and will start to earn any interest on the next Business Day. If someone asks You to replace a cheque (because, for example, he or she says it is lost or there is a problem with it), it is Your responsibility to ask for the old cheque back (and to destroy it), or to ask Us to stop the old cheque, before You write a new one. If you do not do this, there is a risk that both the old and replacement cheques will be paid from Your Account. We may not accept a cheque for payment out of Your Account if it is more than six months old. 13 Foreign Cheques and Foreign Payments paid into Your Account We may agree to negotiate a Foreign Cheque or make another form of Foreign Payment available for payment into one of Your Accounts. If You want Us to obtain payment for You of a Foreign Cheque, you must endorse the cheque by signing Your name on the back. Your signature must match the way Your name appears on the front of the cheque. (For example, if the cheque is payable to Mr A Khan you need to sign the cheque Mr A Khan.) If the cheque is payable to more than one person, each of You must sign the back of the cheque. Payments into Your account (other than cash and cheque payments) When We receive a Payment Instruction for Your Account in sterling, We will show it in Your Account and it will earn any interest from that day. We will also allow You to use it straightaway. If You make a transfer between one or more of Your Accounts with Us on any non-business Day, the amount You transfer will leave one Account and will be available for You to use from the other account the same day but will be shown as arriving in the second Account on the next Business Day. The amount will continue to be calculated as interest on the first Account until the date the payment is shown as arriving in second Account. Cheque payments When We receive a cheque You have written We will take the money If You wish to pay a foreign cheque into Your account, the processing times for dealing with UK cheques do not apply and You may choose whether We negotiate it or collect it: If We negotiate the Foreign Cheque, We will buy it from You by paying You the amount of the cheque or the sterling equivalent on the Business Day after We receive it. We will then get payment from the paying bank. We will add to Your Account immediately the full amount or converted amount of the Foreign Cheque but if it is returned unpaid We will be able to claim the money back from You and We will be entitled to deduct from Your Account either the amount that We added or if We have converted the cheque into another currency the amount reconverted at the exchange rate applicable on the day that We made the deduction. We will do this even if you have already spent the money or it will put you into Overdraft. 7

9 If the exchange rate has changed since the date on which the Foreign Cheque was negotiated, the amount deducted by Us could be greater or lesser than the amount originally credited to the Account. If a Foreign Cheque is negotiated by Us We will deduct Our fees at the time that it is paid in. If the Foreign Cheque is returned unpaid, a further fee will be deducted at the time it is returned. The fees of Our correspondents or agents may also be payable whether or not the cheque is paid. In some cases We may decide or agree to send a Foreign Cheque for collection. If We collect the Foreign Cheque, We send it on Your behalf to the paying bank. We may use an agent to do this. We will pay the amount of the Foreign Cheque or the sterling equivalent into Your Account on the day We get payment from the paying bank. The time this takes will vary depending on the paying bank or its country. If We collect a Foreign Cheque we will deduct the fee from the proceeds at the time they are received or if it is not paid We will charge You a fee at the time We receive the unpaid Foreign Cheque. Such fees will include any charges made by Our agents and any charges made by the bank on which the Foreign Cheque had been drawn. You can ask Our Sales and Service staff for details. We take care in choosing Our agents and correspondents when negotiating or collecting Foreign Cheques but We do not accept liability for any loss, damage or delay which is not directly due to Our own negligence. If exchange restrictions or other cases result in Us receiving payment in a currency different from that of the Foreign Cheque, neither We nor Our agents will be liable for any loss in exchanging the proceeds into the currency of Your Account. We may not always be able to negotiate or collect Foreign Cheques for You. All negotiation or collect of Foreign Cheques and all Foreign Payments will be made by Us in accordance with the Uniform Rules for Collection as published by the International Chamber of Commerce from time to time. 14 Payments out of Your Account (withdrawals) General conditions about payments out of Your Account We will assume We are dealing with You, and that You have agreed to Us acting on any Payment Instructions We receive without getting further confirmation from You. We will also assume We are dealing with You and that Your Payments Instructions have been given by You if You ask Us to make a payment using Your Security Details (for example a card and PIN at a cash machine or the passwords You have chosen for Telephone or Internet Banking) as long as any relevant security checks have been completed by Us or, in the case of a card with contactless functionality, using that functionality. If You have signed a cheque or other document containing a Payment Instruction We will also assume that You have given that Payment Instruction. When You give Us a Payment Instruction to transfer funds to another account (other than by cheque), You must give Us the sort code and account number for payments in the UK, or the equivalent information for payments outside the UK, and any other details We ask You to provide such as the name of the person You are sending the payments to, so We can make the payment. (If you give a Payment Instruction using Telephone Banking or Internet Banking or Mobile Banking, We will ask You to confirm your Payment Instruction). You alone are responsible for checking the details You provide to Us are correct. We will not be liable if Your payment is delayed or sent to the wrong person because You gave Us the wrong details. If a payment does go to the wrong person because You gave Us the wrong details, We will use reasonable efforts to recover the payment and, if We manage to do so, we may charge You Our reasonable costs in securing recovery of the incorrect payment. If We accept Your Payment Instructions to make a payment on a future date, We will make the payment on that day. If the payment falls due on a non-working day We will make the payment on the next Business Day. If You ask Us to cancel a Payment Instruction You have given Us We may charge You Our reasonable costs for trying to cancel it, whether or not We succeed in doing so. If You need to give Us a specific Payment Instruction which is particularly important, You should contact Us either in person (by going to one of Our branches) or by using Telephone Banking. You will not be able to give a Payment Instruction using a card or Your Security Details if We have stopped, or suspended, Your ability to use them in accordance with these General Terms and Conditions. We can do this if We reasonably consider it necessary for reasons relating to: the security of a Debit Card or Your Security Details; or suspected unauthorised or fraudulent use of a Debit Card or Your Security Details; or a significantly increased risk that You may be unable to pay any money You owe Us on the relevant account. Unless the law prevents Us from doing so or we believe it would undermine Our security measures, We will try to contact You by telephone or in writing in advance to tell You that We have done this and Our reason for doing so. If We are unable to tell You in advance We will tell You as soon as possible afterwards. As all cards issued with these Accounts belong to Us or Our agents, We (or a person or other organisation acting for Us) for example another bank operat- ing a cash machine), may take or retain a card on Our behalf if We stop or suspend Your rights to use it. If We stop or suspend a card You must stop using it. 15 Payments (using Faster Payments Scheme other than payments by card and cheque) If You give Us a Payment Instruction to make an immediate payment or a future dated payment (including a standing order to an account at another bank in the UK), We will use the UK Faster Payments scheme if it is available and the organisation You are sending a payment to is a member of the scheme. An immediate payment using the Faster Payments scheme can be 8

10 made using the scheme 24 hours a day, seven days a week. We will take the payment from Your Account on receipt of Your Payment Instruction and the payment will normally reach the receiving account within two hours. Standing orders and future dated payments can be made using the scheme on working days only and the payment will normally reach the other bank the same day We send it. You can check with Us when You make a payment whether the bank You are sending the payment to is a member of the Faster Payments scheme. on Your Payment Instruction. 17 Direct Debits If You give a business or other organisation (in the UK or EEA) authority to collect payments from Your Account on a regular basis (a Direct Debit ), they will normally tell You at least ten (10) working days before changing the payment dates or amount of money they ask Us to pay from Your Account, unless you agree otherwise. We allow Direct Debit payments to be collected from Your Account on the date specified in the Direct Debit instruction. If We cannot make the payment using the Faster Payments scheme You can contact Us to ask if there is any other method available to make payment. 16 International payments If You ask us to make a payment to a person with an account at a bank in the European Economic Area ( EEA ), other than the UK, and the payment is in euro, the payment will reach the other bank no later than the next working day after We received the Payment Instruction. For payments in other EEA currencies to countries within the EEA, the payment will reach the other bank no later than four working days after We received Your Payment Instruction. The bank receiving the payment from Us is required by law to pay it into its customer s account on the day it receives the payment from Us. If You give a business or other organisation authority to collect payments from Your account using the SEPA Direct Debit Scheme, the payment will reach the other bank on the date You have given Us for payment unless this is a public holiday in the other bank s country (in which case, this will be on the next working day). If You ask Us to make a payment to a person in another currency or with an account at a bank outside the EEA, You can ask Us for details about how long the payment will take to arrive. We will not be able to control exactly when the payment will be received by the foreign bank. This will depend on the banking practice of that country. We will use Our standard exchange rate for selling the relevant currency on the day We make the payment unless We tell You a different rate applies when You ask Us to make the payment. If You make a sterling payment, We cannot control the exchange rate applied by the foreign bank. You can find out the current exchange rate by calling Our Sales and Services staff on When You ask Us to make an international payment, We will also tell You about any charges that may apply. If We have to send an international payment through the banking system in the foreign country and We may need to appoint an agent in that country to do it for Us and We properly incur any costs or other obligations when acting for You in making an international payment, You must reimburse Us and take any other steps needed to put Us in the position We would have been in had We not acted If You think there has been an incorrect Direct Debit payment You should tell Us immediately so that We can arrange a full and immediate refund even if the original error was made by the business or organisation who set it up. You should also contact that business or organisation to let them know what You have done and why. If the payment was made in pounds sterling or euro under the SEPA Direct Debit Scheme, You must tell Us no later than eight (8) weeks after the debit date. After that time, We will only be able to provide a refund if the transaction was unauthorised. If You have a dispute about a direct debit payment that has been collected from Your Account, you will need to resolve the dispute with the business or organisation directly. You cannot use any claim or defence You may have against them as the basis of a claim or defence against Us. This does not affect any rights You may have to a refund as set out above. Where Direct Debits are collected in euro under the SEPA Direct Debit Scheme, those payments will be collected during the Business Day. You should ensure that You have available funds to cover the amount of these direct debits. You can ask Us for more details on how payments are made under the SEPA Direct Debit Scheme by asking in one of Our branches or calling Our Sales and Service staff on Cancelling or changing a Payment Instruction If You ask Us to make a payment immediately, We cannot change or cancel the Payment Instruction because We will start processing it when We receive it. You can cancel a standing order and any other payment which You asked Us to make on a future date as long as You tell Us by the end of the last Business Day before the payment is due to be made. If You wish to cancel or change a Direct Debit, as well as telling Us so that We can suspend any further payments, You must tell the business or organisation so that they can cancel the Direct Debit. 19 Returned cheques If a cheque or other payment is paid into Your Account is returned unpaid the amount shown on it will be debited from Your Account. We will send the debit advice to you. Depending upon the reason for the cheque or other payment being returned unpaid We will either re-present the cheque or return it to You. Different procedures apply to cheques drawn in a foreign 9

11 currency other than in Euros or cheques drawn in sterling or in Euros on a bank abroad and charges for unpaid cheques may be applied as set out in Our Charges Schedule. 20 ATM and Debit Card payments If You use Your Debit Card to withdraw cash or to make a payment, We will take the amount withdrawn, or paid, from Your Account on the Business Day we receive details of the withdrawal or payment. If You use Your Debit Card for a cash withdrawal or to make a payment in a currency other than sterling such as in an ATM machine abroad, We will convert the amount withdrawn, or paid, into sterling on the day it is processed by the international payment organisation (for example, MasterCard) whose name or marks appear on the card. The exchange rate We use is the rate set by the international payment organisation and a percentage added by Us. If You use Your card to withdraw euro from a cash machine in the UK, You will be dealing with the bank operating the machine (rather than Us) for the conversion into euro. That bank will set the exchange rate and may charge You for the conversion. This percentage and other charges that apply are set out in Our Charges Schedule. You can find out the current exchange rate by calling Us on the payment was made to a retailer in the EEA; the authorisation You gave did not specify the exact amount to be paid; the amount that has been requested was more than You could reasonably have expected to pay based on the circumstances, including Your previous spending patterns; and You request a refund within eight (8) weeks of the date the payment was made from Your account. We may ask You to provide information which is reasonably necessary to investigate whether or not You are entitled to the refund. Within ten (10) Business Days of receiving Your request (or of receiving any further information we have asked for), We will either refund the payment or We will inform You of Our reasons for refusing the refund. If You query the payment more than eight weeks after it was taken from Your Account or the payment was made to a retailer outside the EEA, We are not obliged to make a refund Ourselves but We will tell You if We can help or suggest other steps You could take. We cannot cancel a payment made using a Debit Card once You have given Your consent to make the payment to a retailer.you will need to contact the retailer separately. This includes payments made on a regular basis from Your Debit Card, such as magazine subscriptions. You will also need to tell the retailer if Your Account is closed or Your card number changes otherwise they may not be able to collect Your payments. If a retailer agrees to give a refund for a purchase made using a card payment, We will make the refund when We receive details of it from the retailer. 21 Refunds for payments We will refund the amount of a payment and any charges or interest You paid as a result of it, and pay You any interest We would have paid You on that amount, if: You asked Us to make the payment to an account at another bank and the payment was not made properly or never arrived, unless there was a mistake in any of the details contained in the payment instruction You gave Us; or We can show that the payment was received by the other person s bank (in this case, that bank is required by law to make the payment immediately to that person); or You tell Us about a payment made from Your Account which was not authorised and for which You are not otherwise liable. However, We will not refund the payment if You tell Us the payment was not made properly or was unauthorised more than thirteen (13) months after it was made. If the payment was collected by Direct Debit, the refund provisions above apply. Where You have used Your Debit Card to make a payment, You can ask Us to refund the payment if all of the following conditions are satisfied: 22 Borrowing and Overdrafts Borrowing can be arranged for customers aged 18 and over either on an Overdraft on a current account or by a separate loan. We will agree with You the most suitable form of borrowing for You. Each Account holder is personally responsible for any money borrowed from Us whether by Overdraft or not and whether this arises from the actions of that individual or any other person authorised by that individual. In the case of Joint Accounts, all Account holders are together and individually responsible for any money owed to Us on such Joint Account. We may demand repayment from all and any of the Joint Account holders for money owing on such Account. Where in the case of a Joint Account any Joint Account holder has an Account in his or her sole name and that Account has a credit balance, We reserve the right to set off such monies against money owing to Us on the Joint Account. If an Overdraft has been agreed on Your Current Account the interest rate will be that shown in the letter that sets out the terms of the Overdraft. You must not go over the agreed Overdraft limit without Our prior consent and agreement. We reserve the right to reduce or increase any agreed limit but We will write to inform You when we do so. An Overdraft can be withdrawn by Us at any time and if this happens, You must pay to Us any money including any fees and interest accruing immediately on demand. We will work out the interest owed by You to Us on an overdrawn Account on the cleared debit balance of that Account on a daily basis. The interest payable on an overdrawn Account will be debited to the Account monthly. 10