First Directory Terms and Conditions

Transcription

1 First Directory Terms and Conditions Please ensure you have read these Terms. Effective from 16 May 2014 Summary of the First Directory Terms and Conditions This Summary sets out key details of First Directory and the charges that apply to it. It forms part of the First Directory Terms and Conditions (Terms). You should read it carefully together with the rest of the Terms, Worldwide Travel Insurance policy, Mobile Phone Insurance policy, Motor Breakdown Assistance policy and your First Directory welcome page. First Directory benefits first direct non-sterling cash fees on cash withdrawals abroad administered in the UK by Mondial Assistance Policy terms and conditions apply to all insurances and they are all subject to eligibility. This is just a summary of benefits, please refer to the First Directory welcome pack for full details. Charges that apply to First Directory 15 a month This fee will be taken from your 1st Account. First Directory Eligibility Requirements To be eligible for First Directory you must: 1. Hold a first direct 1st Account; 2. Be under the age of 70 (this is because you must be under 70 to personally benefit from the travel insurance that is part of First Directory). If you hold First Directory with another person, one of you must be under 70; and If you close your 1st Account we will automatically close First Directory at the same time. If you tell us that you are moving outside of the If you do not meet any of the other eligibility requirements we will give you 30 days notice that we will be closing First Directory and you will lose your First Directory benefits. Islands and the Isle of Man.

2 First Directory Terms and Conditions (the Terms) These Terms apply to First Directory together with any additional terms and conditions we tell you apply. under these Terms. All references to we, us, or our in these Terms means first direct, a division of HSBC Bank plc. UK means the United Kingdom, the Channel Islands and the Isle of Man. 1. Term First Directory has a minimum 12 month term. 2. First Directory Eligibility requirements The eligibility requirements for First Directory are set out on the front page of these Terms. If you close your 1st Account we will automatically close First Directory at the same time. You will not have to pay any further First Directory monthly fees after you have paid the fee for the month you close your 1st Account. However, you will not be able to have First Directory again for 6 months unless you did not use any of the First Directory benefits before closing your 1st Account. If you tell us that you are moving outside of the UK we will close First Directory immediately. We will deduct from your 1st Account any First Directory monthly fee that we have already told you will be deducted. If you do not meet any of the other eligibility requirements, we will give you 30 days notice that we will be closing First Directory and you will lose your First Directory benefits. 3. First Directory benefits First Directory consists of several benefits, full details of which are set out in the First Directory welcome pack. Terms and conditions apply to these benefits and these are in your welcome pack. 4. Making changes We can make changes to our charges, the First Directory eligibility requirements and benefits and these Terms. 4.1 When we can make changes We can make these changes at any time if we reasonably believe that the change is to your advantage or is needed for any one or more of the following reasons (which may relate to circumstances existing at the time or those which we reasonably expect to apply in the near future): (a) To respond proportionately to changes in general law or decisions of the Financial Ombudsman Service; (b) To meet our regulatory requirements; (c) To reflect new industry guidance and codes of practice or good banking practice; (d) To respond to the making of a relevant recommendation, requirement or decision of any court, ombudsman or regulator; and (e) To allow us to make reasonable changes to the way in which we manage First Directory as a result of changes to technology or the systems we use, including introducing new services or facilities or replacing an existing service or facility with a new one; (f) To proportionately reflect legitimate increases or reductions in the costs of providing First Directory, services or facilities (including our funding costs). We can also make changes for any other valid reason. 4.2 Changes to the First Directory eligibility criteria, the First Directory benefits, charges and other Terms If the change is unfavourable to you we will tell you personally at least 30 days in advance. If the change is favourable to you, we will tell you within 30 days. 4.3 What you can do if you do not like a change we have made If we provide you with notice that we are going to make an unfavourable change to Terms, you can close First Directory before that change takes effect without charge. However we will deduct from your 1st Account any First Directory monthly fee that we have already told you will be deducted. If you do not tell us that you want to close First Directory, then we will assume you have accepted the change and it will take effect automatically.

3 4.4 Other changes In addition to the above, we can also make any change so long as: 1st Account any First Directory monthly fee that we have already told you will be deducted. 5. Cooling off period There is a 14 day cooling off period during which you can close First Directory. This will start from the day after you receive the Welcome pack (which includes these Terms). You can do this by calling us on If you have already paid the first month s fee we will refund it to you. 6. Closing First Directory 6.1 If you want to close First Directory If you have not had First Directory for the 12 month minimum term, you will not be able to close it unless you have not used any of the First Directory benefits or you want to close it following an unfavorable change we have made to the Terms as set out in clause 4.3 above. After the minimum term, you can close First Directory by calling us on However we will deduct from your 1st Account any First Directory monthly fee that we have already told you will be deducted. If you close First Directory all of the First Directory benefits will be withdrawn by us. 6.2 When we can close First Directory We can close First Directory immediately if, at any time; obtain, an account, service or money illegally; or or any government, regulator or law enforcement agency. In addition to the points above, where you have held First Directory for longer than the 12 month minimum term, we can close First Directory for any reason and at any time by giving you at least 30 days personal notice. 7. Your Information We will use information about you in the ways set out in the first direct Account Terms and Conditions that apply to your 1st Account. If any of the benefits of First Directory (such as insurance) are not provided by first direct, we will exchange information about you and your account with that product provider(s). Product provider(s) and their associated companies and agents, will also process information about you, in the manner described in our first direct Account Terms and Conditions, to the extent necessary for providing fraud prevention measures and passing information to regulators and/or ombudsmen. In this context, we and related words and phrases include the product provider. If you require details of any fraud prevention agencies used by our product provider(s), please call us on Contacting You We will use any contact details we have for you to contact you for service and operational reasons, for example to tell you about changes to the Terms. If you are registered for internet banking we may also contact you using the secure e message facility within Internet Banking. You must tell us as soon as possible if any of the contact details we hold for you change. We may record telephone numbers that you call us from. In limited circumstances we may contact you using these telephone numbers but only if we have not been able to contact you on the telephone numbers you have provided to us.

4 9. Transfers We can transfer all of our rights in relation to First Directory to someone else. We can transfer all of our obligations in relation to First Directory but only to someone we reasonably consider capable of performing them equally as well as us and who is authorised or recognised by our regulator. This will not reduce any of your guarantees and rights in relation to First Directory. You cannot transfer any of your rights and obligations in relation to First Directory, or First Directory itself, to anyone else. 10. The laws that apply to these Terms The laws of England and Wales apply to these Terms and how we dealt with you before we opened First Directory. These Terms are in English and any communications we send to you will be in English. 11. Your Statutory Rights Text-phone or if calling from abroad (Text Relay ). Because we want to make sure we re doing a good job calls may be monitored and/or recorded, we hope you don t mind. first direct is a division of HSBC Bank plc. HSBC Bank plc All Rights Reserved. CK-FDFDIT&C 01/ v5 WEB

5 Important changes to First Directory Effective 21 April 2016

6 We re letting you know about some important changes to: We re also removing the benefit where you re not charged the 2% (minimum 3) fee for telephone travel money orders but you won t lose out as this is now free for all first direct customers. Although we re removing this benefit from First Directory, we re also increasing cover for some of the insurance policies eg the Mobile Phone Insurance claim limit is increasing from 600 to 1,000. We ve provided full details of all the changes in this brochure.

7 What s enclosed This brochure contains: First Directory Terms and Conditions Notice of Variation which explains First Directory for a minimum of 12 months although if you close it, we ve also increased the amount of time you ll need to wait before you can open it again. First Directory Worldwide Travel Insurance Notice of Variation which cover, reducing the number of excesses you could pay and increasing some of the benefit levels. First Directory Motor Breakdown Assistance Notice of Variation which explains any vehicle length restrictions for caravans and trailers are in addition to information. First Directory Mobile Phone Insurance Notice of Variation which explains we re increasing the mobile phone limit from 600 to 1,000 per claim, subject to an excess that will increase from 35 to 50 per claim. In this brochure we ve also highlighted when your cover has been affected and for the insurance policies we ve also explained whether cover has increased, decreased or stayed the same. We ve enclosed copies of all the updated documents in this pack.

8 What you need to do Please read this brochure and the enclosed documents carefully and keep them for future reference. We also recommend you use this opportunity to check First Directory is still right for you.

9 All the changes described in this brochure take effect from 21 April If we don t hear from you before then we ll assume you re happy with the changes. If you don t accept the changes, you can close First Directory at no charge before they take effect. You can do this by calling us on the number below, even if you ve had First Directory for less than 12 months, but we hope you ll choose not to. It s worth remembering, if you close First Directory, the benefits (including insurance cover) will stop on the date you close it. If you have any questions, please call us on and we ll be happy to help or if calling from abroad ). monitored and/or recorded, we hope you don t mind.

10 Important changes to: First Directory Terms and Conditions Effective 21 April 2016

11 21 April What s changing We re changing the eligibility requirements for First Directory so you need to have been a resident in the UK for at least the last 6 months before you can apply. We re adding to the list of reasons we can make changes to the Terms and Conditions so in line with the new paragraph (g) of clause 4.1, we ll We re removing the 12 month minimum term for First Directory so it will be renewed automatically each month and have no minimum term. We ve amended clause 1 to reflect this and removed references to the 12 month to pay any monthly fee we ve already notified you about days notice will now apply at any time, not only after the first 12 months. We ve also changed our telephone numbers so calling us may now be so all calls are now charged at the same rate as 01 and 02 numbers. Our new phone number is which are both still available anytime. Changes to First Directory Terms and Conditions

12 Important changes to: First Directory Worldwide Travel Insurance Policy Effective 21 April 2016 them clearer and easier to understand. We ve also added some additional cover and increased some of the benefit levels. Section Summary of changes Effect on your cover Travel Insurance Helplines page 3 Medical Declaration page 19 Cancelling or Coming Home Early page 21 Helpline numbers to 0800 numbers. We have amended the Medical Declaration to clarify that we need you to tell us if any insured person has been referred for investigations or tests for any undiagnosed medical condition or symptom. We include visits to A&E. Abandonment sections. We have combined these sections and increased the cover as follows: the UK on your outward journey because your cancelled for any reason and the carrier is unable to provide you with alternative travel arrangements within 24 hours of your planned departure. Police, Ambulance, Fire or Nursing services or an employee of a Government Department, you are covered if your leave is cancelled due to an unexpected posting or a major incident in the UK. You would be required to provide written travelling within fourteen days of your scheduled departure date or have to come home early because: landslide, flood, or severe/adverse weather renders your accommodation uninhabitable or unreachable; food poisoning outbreak, or the area in which you are staying is affected by a pandemic or epidemic influenza; notice is in place advising against travel or all but essential travel to your destination or, the area in which you are staying. You will not be covered for returning home if this advice was already in place prior to your departure from the UK. You are also covered if your travelling companion has to cancel the trip or come home early for one of the reasons listed above. cover cover Increased cover

13 Travel Disruption page 23 Emergency Medical and Associated Expenses page 24 Accidental Death or Permanent Disability page 25 Your Possessions page 28 Winter Sports page 31 Leisure Activities and Acceptable activity based holidays page 33 Definition of Excess and Enforced Stay Abroad sections. We have combined these sections and increased the cover as follows: Travel Delay after Check-in booked transport is delayed after you have checked in at any airport. We will pay 50 for every full 12 hour period you are delayed, up to 250. If you are delayed for more than 24 hours on your outward journey from the UK you can cancel your trip. Missed Departures in the UK but we will cover connecting flights in the UK and abroad). We will pay for additional travel and accommodation costs you incur to reach your destination abroad or home on or to a connecting flight; or you are travelling; or provide evidence of the incident such as local police, press Enforced Stay Abroad the cover remains the same but we have increased the overall limit. We will pay up to 1,500 if you have to make alternative arrangements to return home. Medical Inconvenience consecutive 24 hours that your trip is disrupted as a result of accommodation on the advice of the treating doctor. We will pay up to 1,000 for Medical Inconvenience outside of your home territory. Holiday Disruption this now refers to the cover that exists if you are claiming for Emergency medical expenses as an most we will pay is 5,000 which includes 250 for the cost of We have amended the name from Personal Accident to Accidental Death or Permanent Disability. We have widened the entirely prevented from following any occupation suited to your education, experience and capability. Personal Money limit personal money to 500 for each insured person ( 100 limit for cash remains for insured persons under 16 years old). Baggage limit we have increased the limit for individual is 1,500 for each insured person. Valuables navigation devices. We will not pay claims for loss or theft of personal money, baggage or valuables which you have deliberately left somewhere that is not in your full view and with no one known to you looking after it. equipment to 250. to 250. to take part in winter sports activities into a new Medical Inconvenience section. We have increased the cover for your Ski Pack under this section to 500 if you are ill or injured and unable to ski or board. using your own vessel. We will no longer apply multiple excesses if you need to make a claim under more than one section for the same incident insured person. Increased cover of cover Increased cover Increased cover of cover Increased cover of cover Increased cover Changes to First Directory Worldwide Travel Insurance Policy

14 Important changes to: First Directory Motor Breakdown Assistance Policy Effective 21 April 2016 changes to the cover but it doesn t show all the changes so it s important you also read Section Summary of changes Effect on your cover Policy Summary page 2 Please ensure you read this section page 3 Definition of words page 5 Definition of words page 5 Important Information page 6 Important Information page 6 not covered when you are not with your vehicle at the time of the breakdown. We have updated the caravan and trailers limitations and trailers are in addition to the allocation for the effect on your cover. We have added the following exclusion to ensure your vehicle is legally permitted on UK roads. It s repeated on page 3 & 7 Your Vehicle must be insured, taxed and to Specialist equipment: Means equipment that is not used as standard, but is needed to be able to access, limited to winching, skates, additional vehicles or men may be applied. Previously the wording was unclear as to when you has been updated to within 4 hours where repair cannot be made at roadside to add clarity featured under Governing law

15 First Directory Motor Breakdown Assistance Benefits in the UK page 7 first direct Assistance change to we under paragraphs 1), 2), 3) and 4). General Exclusions page 8 Caravans and trailers page 8 First Directory Motor Breakdown Assistance Benefits in the UK page 7 Specialist Charges page 9 Looking after your vehicle page 9 How to make a complaint page 9 Legal disclaimer text (after paragraph for fraud) page 10 first direct Assistance changed to First of likely occurrence. Some of the exclusions have been removed to avoid repetition (they are already mentioned Wording has been amended to make it clear that the trailers are in addition to the allocation for the vehicle towing the caravan or trailer: You are covered for towing a caravan or trailer provided your vehicle is immobilised due to a covered breakdown/ immobilisation and as long as the caravan or trailer is no more than 7 metres in length, 3 metres in height or being no greater than 5.5 metres in length, 3,500kgs in weight, 3.0 metres in height and 2.3 metres in width. We will arrange for your caravan or trailer to be taken to a suitable location of our choosing. We will not however be liable for any goods, possessions or livestock being transported. page 8 We will continue to provide you with the details of effect on your cover We have added examples of scenarios where specialist equipment may be required. immobilisation page to Address of the Financial Ombudsman Service updated. Grammatical correction when referring to company authorisation. Changes to First Directory Motor Breakdown Assistance Policy All other terms and conditions remain unchanged.

16 Important changes to: First Directory Mobile Phone Insurance Policy Effective 21 April 2016 provided but it doesn t show all the changes so it s important you also read the new Policy Section Summary of changes Effect on your cover Facing page Policy definitions page 2 What is covered? page 3 What is covered? page 3 What is covered? page 3 What is not covered? page 4 We have included a statement that the policy booklet is obtain the booklet in these formats. this section to make them easier to understand. had no effect on your cover. Accidentally Damaged, this has had no effect on your cover. documents that we require have not changed. We have made this change throughout the policy document. effect of this change is to extend cover for your mobile phone to anyone holding or storing it with your permission. Maximum limit per claim increased from 600 to 1,000 Excess increased from 35 to 50 We have reworded the description of Accidental Damage cover. damage are covered. We have amended exclusion 1 since an excess is only payable on successful claims. 1. We have reworded exclusion 3 c) and deleted exclusions 3 e) Increased cover

17 How to claim - Search section page 4 How to claim - Report section page 4 How to claim - Register section page 4 How will your claim be settled? page 5 Claims conditions page 5 Claims conditions page 5 How to complain We have updated the wording to clarify that the policyholder only needs to make contact with the owner or management of the property where the claim relates to the phone being lost. We have inserted reference to blacklisting a technique used by Network companies to prevent phones being used once they are reported as lost or stolen. your claim will be settled depending on whether it is a repair or replacement. 1. We have included a statement to advise that a temporary this is to clarify that customers abroad will not be provided with a temporary mobile phone. false or fraudulent statements, or providing false or fraudulent documents in support of a claim. We have also updated the paragraph to indicate that in the event of fraud your name will be put onto a fraud database. policyholder to send in their damaged phone. All other terms and conditions remain unchanged. Information Changes to First Directory Mobile Phone Insurance Policy

18 Just so you know... First Directory Worldwide Travel Insurance policy Is provided by Aviva Insurance Limited. First Directory Motor Breakdown Assistance policy Is underwritten by AGA International SA and administered in the UK by Allianz Global Assistance, a trading name of Mondial Assistance (UK) Limited. First Directory Mobile Phone Insurance policy Is provided by Allianz Insurance plc. first direct Our permitted business includes arranging insurance contracts and our main business is banking or if calling from abroad ). CK-FDINOV14 03/16 (v3) WEB

19 First Directory Terms and Conditions Please ensure you have read these Terms. Effective from 21 April 2016 Summary of the First Directory Terms and Conditions This Summary sets out key details of First Directory and the charges that apply to it. It forms part of the First Directory Terms and Conditions (Terms). You should read it carefully together with the rest of the Terms, Worldwide Travel Insurance policy, Mobile Phone Insurance policy, Motor Breakdown Assistance policy and your First Directory welcome page. First Directory benefits first direct non-sterling cash fees on cash withdrawals abroad administered in the UK by Mondial Assistance Policy terms and conditions apply to all insurances and they are all subject to eligibility. This is just a summary of benefits, please refer to the First Directory welcome pack for full details. Charges that apply to First Directory 15 a month This fee will be taken from your 1st Account. First Directory Eligibility Requirements To be eligible for First Directory you must: 1. Hold a first direct 1st Account; 2. Be under the age of 70 (this is because you must be under 70 to personally benefit from the travel insurance that is part of First Directory). If you hold First Directory with another person, one of you must be under 70; and least the last six months and be registered with If you close your 1st Account we will automatically close First Directory at the same time. If you tell us that you are moving outside of the If you do not meet any of the other eligibility requirements we will give you 30 days notice that we will be closing First Directory and you will lose your First Directory benefits. Islands and the Isle of Man.

20 First Directory Terms and Conditions (the Terms) These Terms apply to First Directory together with any additional terms and conditions we tell you apply. under these Terms. All references to we, us, or our in these Terms means first direct, a division of HSBC Bank plc. UK means the United Kingdom, the Channel Islands and the Isle of Man. 1. Term First Directory is renewed automatically each month and has no minimum term. 2. First Directory Eligibility requirements The eligibility requirements for First Directory are set out on the front page of these Terms. If you close your 1st Account we will automatically close First Directory at the same time. You will not have to pay any further First Directory monthly fees after you have paid the fee for the month you close your 1st Account. However, you will not be able to have First Directory again for 12 months unless you did not use any of the First Directory benefits before closing your 1st Account. If you tell us that you are moving outside of the UK we will close First Directory immediately. We will deduct from your 1st Account any First Directory monthly fee that we have already told you will be deducted. If you do not meet any of the other eligibility requirements, we will give you 30 days notice that we will be closing First Directory and you will lose your First Directory benefits. 3. First Directory benefits First Directory consists of several benefits, full details of which are set out in the First Directory welcome pack. Terms and conditions apply to these benefits and these are in your welcome pack. 4. Making changes We can make changes to our charges, the First Directory eligibility requirements and benefits and these Terms. 4.1 When we can make changes We can make these changes at any time if we reasonably believe that the change is to your advantage or is needed for any one or more of the following reasons (which may relate to circumstances existing at the time or those which we reasonably expect to apply in the near future): (a) To respond proportionately to changes in general law or decisions of the Financial Ombudsman Service; (b) To meet our regulatory requirements; (c) To reflect new industry guidance and codes of practice or good banking practice; (d) To respond to the making of a relevant recommendation, requirement or decision of any court, ombudsman or regulator; (e) To allow us to make reasonable changes to the way in which we manage First Directory as a result of changes to technology or the systems we use, including introducing new services or facilities or replacing an existing service or facility with a new one; (f) To proportionately reflect legitimate increases or reductions in the costs of providing First Directory, services or facilities (including our funding costs); and (g) For any commercial reason. We can also make changes for any other valid reason. 4.2 Changes to the First Directory eligibility criteria, the First Directory benefits, charges and other Terms If the change is unfavourable to you we will tell you personally at least 30 days in advance. If the change is favourable to you, we will tell you within 30 days. 4.3 What you can do if you do not like a change we have made If we provide you with notice that we are going to make an unfavourable change to Terms, you can close First Directory before that change takes effect without charge. However we will deduct from your 1st Account any First Directory monthly fee that we have already told you will be deducted. If you do not tell us that you want to close First Directory, then we will assume you have accepted the change and it will take effect automatically.

21 4.4 Other changes In addition to the above, we can also make any change so long as: 1st Account any First Directory monthly fee that we have already told you will be deducted. 5. Cooling off period There is a 14 day cooling off period during which you can close First Directory. This will start from the day after you receive the Welcome pack (which includes these Terms). You can do this by calling us on If you have already paid the first month s fee we will refund it to you. 6. Closing First Directory 6.1 If you want to close First Directory You can close First Directory by calling us on However, we will deduct from your 1st Account any First Directory monthly fee that we have already told you will be deducted. If you close First Directory, all of the First Directory benefits will be withdrawn by us. 6.2 When we can close First Directory We can close First Directory immediately if, at any time; obtain, an account, service or money illegally; or or any government, regulator or law enforcement agency. We can close First Directory for any reason and at any time by giving you at least 30 days personal notice. 7. Your Information We will use information about you in the ways set out in the first direct Account Terms and Conditions that apply to your 1st Account. If any of the benefits of First Directory (such as insurance) are not provided by first direct, we will exchange information about you and your account with that product provider(s). Product provider(s) and their associated companies and agents, will also process information about you, in the manner described in our first direct Account Terms and Conditions, to the extent necessary for providing fraud prevention measures and passing information to regulators and/or ombudsmen. In this context, we and related words and phrases include the product provider. If you require details of any fraud prevention agencies used by our product provider(s), please call us on Contacting You We will use any contact details we have for you to contact you for service and operational reasons, for example to tell you about changes to the Terms. If you are registered for internet banking we may also contact you using the secure e message facility within Internet Banking. You must tell us as soon as possible if any of the contact details we hold for you change. We may record telephone numbers that you call us from. In limited circumstances we may contact you using these telephone numbers but only if we have not been able to contact you on the telephone numbers you have provided to us.

22 9. Transfers We can transfer all of our rights in relation to First Directory to someone else. We can transfer all of our obligations in relation to First Directory but only to someone we reasonably consider capable of performing them equally as well as us and who is authorised or recognised by our regulator. This will not reduce any of your guarantees and rights in relation to First Directory. You cannot transfer any of your rights and obligations in relation to First Directory, or First Directory itself, to anyone else. 10. The laws that apply to these Terms The laws of England and Wales apply to these Terms and how we dealt with you before we opened First Directory. These Terms are in English and any communications we send to you will be in English. 11. Your Statutory Rights Text-phone or if calling from abroad (Text Relay ). Because we want to make sure we re doing a good job calls may be monitored and/or recorded, we hope you don t mind. first direct is a division of HSBC Bank plc. HSBC Bank plc All Rights Reserved. CK-FDFDIT&C 03/ v6 WEB