Personal Accounts. Important information. Keeping you up to date. danskebank.co.uk

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1 danskebank.co.uk Important information Keeping you up to date Personal Accounts This booklet contains important information about changes to your agreement with us and other important information about personal accounts. For your own benefit and protection, you should read it and the full Terms and Conditions carefully.

2 IMPORTANT INFORMATION Summary of changes to your agreement with us and other important information PERSONAL ACCOUNTS Dear Customer This booklet contains important information about your agreements with us and includes details of changes we are making to the terms and conditions for some of our products and services. In each section of the booklet we tell you more about the specific changes we are making. For your own benefit and protection, you should read this booklet and the full Terms and Conditions carefully. If you are under 16 years old please read this booklet with a parent or guardian to ensure you understand how these changes will affect you. You can get a full copy of the revised Terms and Conditions on our website at danskebank.co.uk/docs from 2 July 2018 or by contacting us in one of the ways set out in Section 13 of this booklet and requesting a paper copy. These are the standard Terms and Conditions we will rely on from 2 July 2018 and they will apply from that date. There are 12 matters highlighted in this booklet. These are summarised for you on the contents page, so please familiarise yourself fully with these changes. We wish to draw your attention in particular to Section 1 Make sure you continue to receive your statements electronically. This is important. If you currently get your statements electronically and you do not want to start receiving paper statements you must contact us by 11 July 2018 and confirm you do not want to get your statements on paper. If you haven t provided confirmation by then we ll have to start sending you paper statements. Where possible we are giving you at least two months notice of any changes to your terms and conditions. If you do not agree to these changes, you must tell us in writing before the notice period ends. In this circumstance you will have the right to end your account agreement with us before the end of the notice period. If you wish to end your agreement, you will also need to make arrangements to clear any outstanding debit balance before the end of the notice period. You will not have to pay any extra charges if you do this. If you do not object to the changes before the end of the notice period, you will be deemed to have accepted the changes. If there is anything you do not understand, please contact your branch or Account Manager. 2

3 If any of your accounts is a joint account then, in line with the Terms and Conditions, we usually only advise the first named account holder about changes to the account Terms and Conditions. You should now ensure that any joint account holder is advised of the changes referred to in this booklet. Copies of this booklet are available on our website at danskebank.co.uk/docs from 2 July If you are experiencing financial difficulties, you should let us know as soon as possible. We will do all we can to help you overcome any difficulties. We hope you find this information useful. We have provided details in Section 13 of this booklet telling you how you can contact us should you have any questions or queries. Yours sincerely Danny Stinton Head of Products 3

4 CONTENTS SECTION 1 SECTION 2 SECTION 3 SECTION 4 MAKE SURE YOU VE GIVEN US YOUR CONSENT IF YOU WANT TO CONTINUE TO RECEIVE YOUR STATEMENTS ELECTRONICALLY We need your explicit consent to keep sending your statements electronically. 6 NEW DATA PROTECTION LEGISLATION Impact of new General Data Protection Regulation on how we use and share your information. 7 CONSENT FOR US USING YOUR PERSONAL DATA WHEN WE PROVIDE PAYMENT SERVICES TO YOU Where we provide you with a payment service you explicitly consent to us accessing, retaining and processing your personal data for the purposes of providing that payment service to you. 8 PAYMENT ACCOUNT FEE NAMES ARE CHANGING To help you understand our payment account fees more easily we re changing how we describe them. 9 SECTION 5 MASTERCARD DEBIT AND CREDIT CARDS INTRODUCING CONTACTLESS We introduced contactless functionality for some Danske Mastercards a few years ago. We re now extending contactless to all Danske Mastercards. 11 SECTION 6 SECTION 7 SECTION 8 ENHANCED SECURITY FOR DANSKE DEBIT AND CREDIT CARDS We re changing the way Geoblocking works. 12 DIGITAL WALLET TERMS AND CONDITIONS You should read this section if you have a Danske Bank Mastercard debit or credit card and you want to use Apple Pay, Fitbit Pay, Garmin Pay or Samsung Pay to make a payment out of your account HOUR TELEPHONE BANKING SERVICE We are making important changes to our 24 Hour Telephone Banking service. 16 4

5 SECTION 9 SECTION 10 SECTION 11 SECTION 12 SECTION 13 PROTECT YOUR PERSONAL INFORMATION AND BANK ACCOUNTS FROM FRAUD Things you need to be aware of to keep yourself safe online. 17 INFORMATION FOR MORTGAGE CUSTOMERS FORMERLY RECEIVING SUPPORT FOR MORTGAGE INTEREST (SMI) BENEFIT SMI benefit has now changed to the SMI loan see if this change affects you. 21 MORTGAGE CUSTOMERS WHERE THE RATE OF INTEREST IS A VARIABLE RATE You should read this article if you have a mortgage with us and the rate of interest you re paying is a variable rate. 22 INDIVIDUAL SAVINGS ACCOUNTS (ISAS) Please read this section if you have an ISA with us. 24 HOW YOU CAN CONTACT US Get in touch if you have any questions or wish to arrange an appointment. 26 If any of your accounts is a joint account then, in line with the Terms and Conditions, we usually only advise the first named account holder about changes to the account Terms and Conditions. You should now ensure that any joint account holder is advised of the changes referred to in this booklet. Copies of this booklet are available on our website at danskebank.co.uk/docs from 2 July

6 1. MAKE SURE YOU VE GIVEN US YOUR CONSENT IF YOU WANT TO CONTINUE TO RECEIVE YOUR STATEMENTS ELECTRONICALLY If you get your statements electronically If you currently get your statements and other transactional information sent to your electronic mailbox, and you want this to continue, you need to make sure that you have given us your explicit consent. You may have done this already but if not, just go to danskebank.co.uk/staydigital and fill in the details. Choosing to stay paperless will let you continue to view your monthly statements in your electronic mailbox in ebanking or through our Apps. If you get paper statements If you currently get paper statements from us and you want to change this to electronic delivery then you can go paperless very easily. Please contact your branch or call us on * (Mon Fri: 8am-8pm; Sat: 9am-4.30pm) Why go paperless? It s easier to access your statements whenever you need them. They re saved in date order. It s better for the environment. ACTION REQUIRED If you currently get your statements and other transactional information electronically and you want this to continue, you need to make sure that you have given us your explicit consent by 11 July Just go to danskebank.co.uk/staydigital and fill in the details. If you currently get paper statements from us and would like to switch to electronic statements, please contact your branch or call us on * (Mon Fri: 8am-8pm; Sat: 9am-4.30pm). You can find more information about ebanking and our Mobile and Tablet Apps at danskebank.co.uk/waystobank *Please refer to Section 13 for information on our full contact details including opening hours 6

7 2. NEW DATA PROTECTION LEGISLATION Effective from 25 May 2018 Impact of new Data Protection legislation on how we use and share your information We ve revised our How we use your Personal and Business Information Privacy Notice to explain how we use your information and outline your rights under the new legislation. We ve amended our Terms and Conditions to make reference to the new Privacy Notice. The General Data Protection Regulation (GDPR) is new European data protection legislation that came into force on 25 May Under this legislation we ll have more obligations, and you ll have more rights concerning the information that we hold about you. We re committed to making more possible and ensuring the protection of your personal information. We ve enhanced the procedures we have in place to safeguard your privacy, and have clarified how we use and store your personal information in our revised Privacy Notice, How we use your Personal and Business Information. ACTION REQUIRED Please visit our website at danskebank.co.uk/gdpr where you can find more detailed information about GDPR, or you can call into any branch and ask for a copy of our Privacy Notice, How we use your Personal and Business Information. *Please refer to Section 13 for information on our full contact details including opening hours 7

8 3. CONSENT FOR US USING YOUR PERSONAL DATA WHEN WE PROVIDE PAYMENT SERVICES TO YOU Where we provide you with a payment service you explicitly consent to us accessing, retaining and processing your personal data for the purposes of providing that payment service to you. We provide a range of payment services to our customers including services such as Direct Debits, standing orders, card payments and transfers using ebanking and our Apps. We re now making it clearer to you in our General Terms and Conditions that where we provide you with payment services, you explicitly consent to us accessing, processing and retaining any information you provide to us for the purposes of providing those payment services. You can withdraw this consent by closing your account. If you close your account we will stop providing payment services to you but we may continue to process your data where we are required to do so by law. This does not affect any rights that you have under data protection legislation. We are making this change because of the requirements contained in the Payment Services Regulations 2017, which set out the rights and obligations of customers who use payment services and payment service providers (such as banks). ACTION REQUIRED We have updated the General Terms and Conditions Personal to reflect this change. These are available at danskebank.co.uk/docs from 2 July

9 4. PAYMENT ACCOUNT FEE NAMES ARE CHANGING We re making some changes to help you understand our fees more easily, and allow you to compare them with other providers fees for common personal current account services. So from 31 October 2018 we will: introduce a Fees Information Document, containing a list of fees that apply for the most common services we offer for each personal current account; send you an annual Statement of Fees which lists all of the fees and interest you have paid (as well as any interest earned); and change how we describe some of our fees. From 31 October 2018 we ll be making some improvements to help you understand our fees more easily, and allow you to compare them with those charged by other providers. We ll introduce a Fee Information Document listing all the fees that apply for the most common services we provide for each personal current account we offer. This new Fee Information Document will be adopted by all providers, making it easier for you to compare the fees that they charge for common personal current account services. This document will be available on our website and in-branch for all the accounts that we currently offer. We re also introducing an annual Statement of Fees which will show you details of the fees and interest you ve incurred, as well as any interest you ve earned for each current account you hold with us. We are introducing these documents in response to the Payment Account Regulations 2015 which require all current account providers to use common terminology for the services they offer which could attract fees. The introduction of these documents will help you compare the fees charged by different providers for common services. 9

10 Finally, we re changing how we describe some of our fees to make it clearer why they may be applied to your account. Current Fee Narrative Paid Transaction Fee Unpaid Transaction Fee Returned Item Fee Stopping a cheque New Fee Narrative Allowing a payment despite lack of funds Refusing a payment due to lack of funds Refusing a payment due to lack of funds Cancelling a cheque We ll use these new fee narratives in our pricing literature and when we write to you about fees. ACTION REQUIRED You don t need to take any action. You can view the new Fee Information Document and the updated terms and conditions for your accounts on our website from 31st October. If you d like information on how to avoid or reduce fees please go to danskebank.co.uk/reducefees 10

11 5. MASTERCARD DEBIT AND CREDIT CARDS INTRODUCING CONTACTLESS We introduced contactless functionality for some Danske Mastercards a few years ago. We re now extending contactless to all Danske Mastercards. You should read this article if you have: a Debit Mastercard on your Danske Standard Account or your Danske Discovery Account; or a Danske Bank Mastercard credit card this includes Mastercard Platinum, Mastercard Platinum Plus, Mastercard Gold, Mastercard Standard, Mastercard Standard Plus or Mastercard 24/7. We re upgrading all new Danske Mastercard debit and credit cards to include contactless technology. We ll upgrade your card when it is renewed or replaced, or by 30 April 2019, whichever is sooner. We ve decided to change all of our Mastercard debit and credit cards so that you won t have to use your PIN to make smaller transactions. With the new cards: You ll be able to make contactless payments where you see the contactless symbol. A simple tap of your card is all that s needed to pay. You stay in total control as your card never leaves your hands. There s also the advantage of a better record of all your purchases, unlike using cash. Transactions are quick so it s ideal where speed is essential for example: supermarkets, fast food outlets and many more locations. For your security, transactions are limited to purchases totalling 30 or less for each contactless transaction. For your protection you may be asked to provide your PIN on occasions. There are no other changes to how you will use your account or your card. ACTION REQUIRED When your current card is due to be replaced or renewed we ll issue you with the new contactless card. If you haven t received the new contactless card for your account by 30 April 2019 please contact us. If you are a Chip and Signature cardholder, these changes won t affect you. We have updated the Personal Danske Mastercard credit card terms and conditions. These will be available at danskebank.co.uk/docs from 2 July

12 6. ENHANCED SECURITY FOR DANSKE DEBIT AND CREDIT CARDS We re changing the way Geoblocking works. You ll no longer have to manually unblock a geographic region using ebanking or the Mobile Bank App before you re able to use your credit or debit card there, provided you use Chip and PIN. If you travel to a region outside the UK, you ll only be able to use your Danske debit and credit cards after: you use Chip and PIN in that region to authorise a purchase; or you ve used the Geoblocking self-service within ebanking or our Mobile Bank App to open up that region for card transactions. If you use Chip and PIN in a region outside the UK we ll send you a text message to confirm that we ve unlocked that region for you. Where you have already used the self-service option in ebanking or the App to open up regions other than the UK for access, nothing will change until either September 2018 or when we issue a new card to you (whichever is sooner). If you are travelling to a region that does not use Chip and PIN (for example some parts of the USA) then you should still use the self-service in ebanking or the Mobile Bank App to open that geographic region first, otherwise you may not be able to use your card. You can change your settings under the Geoblocking tab in ebanking. We ll start rolling out this new feature with any new cards we issue from September. Also, from September, all our existing debit and credit cards - even ones that aren t due to be replaced for a while - will be changed so that they work this way. To reduce the risk of others using your card, we are changing the security settings on all our debit and credit cards so you can only use them in the UK and remotely on the Internet (this includes telephone and digital wallet transactions). If you are outside the UK you can only use the card after you ve made a Chip and PIN transaction in that country. You ll no longer have to open and close geographical areas when you travel, as this will automatically happen if you make a Chip and PIN transaction in a new region. The changes will mean that the card is only active in one region of the world at a time the place where you re using the card. 12

13 Please note that this functionality won t work if you manually swipe your card or if you need to sign instead of using your PIN. In some countries, such as the USA, some cash machines read the information on the reverse of your card (not the chip on the front) so these transactions won t open the Geoblocking. In these cases, you must use the selfservice option in ebanking or our Apps to open the geographic area, or contact us - otherwise your purchase will be rejected. We recommend you always contact us before you leave the UK so we can check your card settings, and ensure you have everything you need for your trip. This change will have been rolled out by the end of September. If we issue you with a new or replacement card before September, these changes will become effective from September. For further information please go to danskebank.co.uk/geoblocking. ACTION REQUIRED You can find further information at danskebank.co.uk/geoblocking or by contacting us on *. *Please refer to Section 13 for information on our full contact details including opening hours 13

14 7. DIGITAL WALLET TERMS AND CONDITIONS You should read this section if you have a Danske Bank Mastercard debit or credit card and you want to use a digital wallet provider (by that we mean: Apple Pay, Fitbit Pay, Garmin Pay or Samsung Pay) to make a payment out of your account. We currently have arrangements with a number of digital wallet providers and will be adding to this list as new providers emerge in the marketplace. This is why we have decided to create one set of terms and conditions called Digital Wallet Terms and Conditions, which will apply to all digital wallets, regardless of the provider that you use. These new Terms and Conditions will apply from 1 September Our Apple Pay and Fitbit Pay terms and conditions have been combined and will now be called Digital Wallet Terms and Conditions. The Digital Wallet Terms and Conditions will apply where you use Apple Pay, Fitbit Pay, Samsung Pay or Garmin Pay. If we have arrangements with other digital wallet providers in the future then these terms and conditions will also apply when you use those providers. We ll let you know about any new arrangements that we enter into. On 1 September 2018 the Digital Wallet Terms and Conditions will apply instead of the Apple Pay terms and conditions and the Fitbit Pay terms and conditions. The Digital Wallet Terms and Conditions will apply to Apple Pay, Fitbit Pay, Samsung Pay and Garmin Pay. They will also apply if in the future we agree that you can use your card to make a payment using other digital wallet providers. The new Terms and Conditions make the following matters clearer for you: The terms apply when you use a digital wallet provider, that we have an arrangement with, to make a payment from your Danske account. You must have a Danske debit or credit card for the account that you wish to make the payment from. You must follow the instructions of the digital wallet provider when you add your card to that provider. The digital wallet provider may decline your request to register your card. If that happens you ll need to refer any enquiries to the digital wallet provider. 14

15 By adding your card to a digital wallet provider s payment network you agree that we may share your personal information with that provider. We can also share anonymised information about your transactions with that provider for certain purposes. The digital wallet provider may suspend or remove your card from its network and this means that you may not be able to use the digital wallet provider to make payments. If that happens you ll need to refer any enquiries to them. ACTION REQUIRED Please read the new Digital Wallet Terms and Conditions at danskebank.co.uk/wearables. They ll be available from 2 July

16 8. 24 HOUR TELEPHONE BANKING SERVICE We re making important changes to our 24 Hour Telephone Banking Service. From October 2018 you ll no longer be able to use the 24 Hour Telephone Banking Service to transfer funds or make bill payments. You ll still be able to access account balance and transaction information. From October 2018, we ll be removing the following functionality from the 24 Hour Telephone Banking Service: 1. funds transfer 2. bill payment. This means you will only be able to use the 24 Hour Telephone Banking Service for balance and account summaries. If you use the 24 Hour Telephone Banking Service to make transfers from your accounts and you don t have ebanking then you can still access your account in one of the following ways: contact us to request ebanking; use our Contact Centre Monday to Friday 8am 8pm, Saturday and Sunday 9am 4.30pm. You can find more details in the How to contact us section of this booklet; use the counter services at your local branch (for some accounts fees and service charges may apply). If you have an esaver, Choice Plus Savings, Prestige Savings or Savings Account Plus, you ll be able to make payments using ebanking. If you don t have ebanking we ll write to you separately to make you aware of the options that are available. ACTION REQUIRED Updated terms and conditions for 24 Hour Telephone Banking, esaver, Choice Plus Savings, Prestige Savings and Savings Account Plus will be available at danskebank.co.uk/docs from 2 July If you require any further information or details on alternative solutions please contact us on *. You can also find further details on danskebank.co.uk/ways-to-bank *Please refer to Section 13 for information on our full contact details including opening hours 16

17 9. PROTECT YOUR PERSONAL INFORMATION AND BANK ACCOUNTS FROM FRAUD Report lost, stolen or compromised ebanking security details by calling our new 24 hour freephone number: * (or +44 (0) * from outside the UK). Report lost or stolen debit and credit cards - 24 hour telephone numbers are set out in Section 13. We want to make you aware of some of the methods fraudsters use to access your bank account or otherwise trick you into giving them money. Our online banking system (ebanking) relies on all of your ebanking log on details (your UserID, password (this is a four digit PIN) and the number from your security card), being kept safe and known only by you. You should not reveal these details to anyone. The only exception to this general rule is when you use the services of a Third Party Provider (TPP) and you have checked that the TPP is authorised by the Financial Conduct Authority or another European Regulator. If you are called by a person who says that that they are a bank official, a police officer or an employee of a telecommunications or information technology company, you should never give them your ebanking passwords. If the caller asks for these details, they are likely to be a fraudster. Take care as fraudsters can use methods to make the phone number displayed on an incoming phone call appear to be Danske Bank s. We ll never ask you for all your ebanking logon details, by any means (phone, text or ). We ll never ask you to transfer funds to another account for security purposes. Neither will a police officer. If you are in doubt about someone who tells you that they are calling from the Bank then you should end the call and phone us. Always phone back using a different phone or phone someone you know and speak to them before you phone us. This is to ensure that you re on a different phone line. Ensure that all antivirus and firewall protection is updated regularly on your computer, smartphone or tablet. We strongly recommend that you download Webroot SecureAnywhere on to any PC that you use to access ebanking. Webroot SecureAnywhere is free to ebanking Users and is easy to download. You should never allow remote access or share your computer screen with someone else when you log on or are logged on to ebanking. The safest way to access your ebanking is to type our website s address manually into your browser (danskebank.co.uk). Links contained in s could take you to a fake website that looks like ours. 17

18 If you ever receive an from someone you are due to pay money to advising you what bank account to send the money to, always check with that person or business that the details (the bank sort code and bank account number) are correct. Be vigilant for other types of scam where fraudsters try to trick you into giving them your money. Common types of fraud We ve set out some of the more common types of fraud and the actions you should take to avoid them: Software scam This type of scam involves a fraudster phoning you and pretending to be from a software or telecommunications company to tell you that your computer has a virus and that they can help you fix this. The caller may also tell you that you are due a refund because of inconvenience caused by this nonexistent computer virus. The call may seem very convincing and may last a number of hours or consist of a number of calls, but eventually the caller will ask you to: log on to your computer and carry out instructions which they give you; give them remote access to your computer while you re logged on to ebanking; or provide your bank card details in order to pay for the service they are providing. If there has been an ebanking transaction on your account which you think you haven t authorised then you must contact us immediately and we ll investigate the matter. You have a right to an immediate refund provided that you have not acted with intent or gross negligence. When we re deciding whether to give you a refund we ll take into account whether you have complied with the steps set out in Clause 17 of the Special Terms and Conditions for ebanking. If you have not complied with those steps then we may not be able to give you a refund. Phishing (by ), vishing (by phone) and smishing (by text message) These are all methods by which fraudsters can try to trick you into revealing your card details or your ebanking log on details. When they first contact you they re likely to use alarmist tactics, for example telling you that there s been fraud on your account and that you need to take immediate action. 18

19 Fraudsters use sophisticated methods that enable them to insert the text message into a genuine text stream from us and a phishing may also appear to be from a Danske Bank address. The phone number displayed on an incoming phone call may also appear to be Danske Bank s. No matter how the fraudster has contacted you, they will eventually ask you to either reveal your card or ebanking log on details to them - either verbally or by text or . If someone (other than a TPP) asks you to reveal all your ebanking log on details or card details then they re very likely to be a fraudster. If they get the information they want from you, you re at risk of losing all available funds in your account. Fraudulent s requesting payment A tactic used by fraudsters is to send you an which appears to come from someone you are due to pay money to. The address of the incoming may vary slightly from the genuine address or may come from the genuine address which the fraudster has hacked into. The will either: request that you send the funds you are due to pay to a particular bank account identified by a six-digit sort code and an eight-digit account number; or tell you of an amended sort code and account number to that which was previously given to you. To avoid falling victim to this type of scam you should always confirm the correct sort code and account number for payments by speaking directly with the person you are sending the funds to. Payment scam A payment scam involves you being contacted by a fraudster, usually by telephone, pretending to be someone from the bank or from the police. They will tell you that they are investigating a serious fraud in which fraudsters are targeting the money in your bank account and that they want your cooperation in helping with their investigations. You may even be told that a dishonest official in the bank is involved in the fraud. Eventually, you ll be asked to transfer money from your bank account to another account, in order to supposedly keep it safe. You will also be asked not to tell anyone about this, not even the bank. Online loan and purchase scams An online loan scam involves you being contacted by someone posing as a loan company and promising to lend you money if you first make a payment to them in order to pay fees or taxes. If you make the requested payment you ll be sending money to an account controlled by the scammers. A reputable lender will never ask you to send them money before they grant you a loan. 19

20 Online purchase scams can occur if you are buying goods online. Websites usually have recommended rules that you should follow when you are making purchases and one of those rules is that payments for purchases should be made via the online auction site and not directly to the seller. If a seller offers you a discount to send the payment to them directly, you may be sending funds to an account controlled by a fraudster (and of course you won t receive the goods either). ACTION REQUIRED Read the Special Terms and Conditions ebanking on our website at danskebank.co.uk/docs, paying particular attention to Clause 17 and the steps that you must take to keep your ebanking passwords safe. If you use ebanking and at any time think that the security of your ebanking has been compromised, please call our Customer Support team immediately on * (or +44 (0) * from outside the UK) and report the matter to your local police station by calling 101. You can also read general information on how to protect yourself from online and other frauds on our website at danskebank.co.uk/ebankingsecurity. Other valuable sources of information on the latest scams and frauds can be found at: *Please refer to Section 13 for information on our full contact details including opening hours 20

21 10. INFORMATION FOR MORTGAGE CUSTOMERS FORMERLY RECEIVING SUPPORT FOR MORTGAGE INTEREST (SMI) BENEFIT SMI is paid to homeowners to help with the interest costs on a mortgage. As of 5 April 2018, the UK Government has replaced this benefit payment with the SMI loan. If you are eligible for SMI but have opted against taking the loan or are not aware of this change, you still must ensure that your full mortgage repayment is made. From 6 April 2018, Support for Mortgage Interest (SMI) will be paid as a loan to claimants who have opted for it. If you are eligible for SMI but you haven t opted to take the loan, you ll need to consider how you are going to make your full mortgage repayments (capital and interest) each month. If you do not make your full mortgage repayments your mortgage will go into arrears, which could have a negative impact on your credit history and affect your ability to get credit in the future. If you re eligible for SMI, you can still consider applying for the loan - information on how to apply can be found at If you re concerned about being unable to make your full mortgage repayments each month then you should contact us. ACTION REQUIRED You can find out more about SMI at If you re having financial difficulties, you should let us know as soon as possible. We ll do all we can to help you overcome your difficulties. With your co-operation, we will develop a plan with you for dealing with your financial difficulties and we ll tell you in writing what we ve agreed. If you want to arrange an appointment, you can call us on (or +44 (0) * if you are outside the UK) between 8am and 8pm Monday to Friday and between 9am and 4.30pm on Saturdays and Sundays, except for bank holidays or other holidays in Northern Ireland when the bank is not open for business. For more information visit our website at danskebank.co.uk/financialdifficulty. *Please refer to Section 13 for information on our full contact details including opening hours 21

22 11. MORTGAGE CUSTOMERS WHERE THE RATE OF INTEREST IS A VARIABLE RATE You should read this article if you have a mortgage with us and the rate of interest you are paying is a variable rate. This article has details about: how Danske Bank Base Rate (UK), which is our interest reference rate, can change; our right to vary the Danske Bank Standard Variable Rate (UK) and the Danske Bank Re:pay Rate (UK); and contacting us if you are paying Standard Variable Rate on your mortgage. Changes to Danske Bank Base Rate (UK) Where the rate of interest you are paying is calculated by reference to Danske Bank Base Rate (UK) changes to that rate of interest can happen at any time. This is our own interest reference rate and we make it publicly available on our website and in our branches. If we change this rate then we will advertise the change by publishing notices on our website, in our branches and in newspapers circulating in Northern Ireland. Any such change will take effect at the beginning of the day after we (Northern Bank Limited trading as Danske Bank) announce a change in the Danske Bank Base Rate (UK). We ll keep you informed about Danske Bank Base Rate (UK), and any changes to it, in your periodic statements about your mortgage. Our right to vary Danske Bank Standard Variable Rate (UK) and Danske Bank Re:pay Rate (UK) Where the rate of interest you are paying is a variable rate which is published by us (for example the Danske Bank Standard Variable Rate (UK) or the Danske Bank Re:pay Rate (UK)), we may vary this rate at any time for any of the reasons set out in the General Offer Conditions issued to you previously. Any such change will take immediate effect on the date we specify in a written notice to you, on our website or in notices in our branches and advertisements in newspapers circulating in Northern Ireland. We may also vary the interest rate for any valid reason provided that we do so in a way which is proportionate and reasonable. 22

23 Standard Variable Rate mortgage customers If you currently pay Danske Standard Variable Rate (UK) on your mortgage, you may benefit from repackaging to one of our alternative mortgage products. For more information please visit danskebank.co.uk/mortgages, call us on * or call into any branch to discuss your options. ACTION REQUIRED You do not need to take any action but if you require more information please visit danskebank.co.uk/mortgages, call us on * or call into any branch to discuss your options. *Please refer to Section 13 for information on our full contact details including opening hours 23

24 12. INDIVIDUAL SAVINGS ACCOUNTS (ISAS) Please read this section if you have an ISA with us. New legislation came into effect on 6 April 2018 which changed the rules that apply to ISAs when an account holder dies. Where an ISA account holder dies on or after 6 April 2018, any ISA held will be designated as a continuing account of a deceased investor. This means that the tax advantages of the ISA can continue for up to three years. During this period, no further subscriptions may be made to the ISA, however, it can be actively managed by the account holder s legal representative. Where an ISA account holder dies on or after 6 April 2018, the amount of any additional permitted subscription (APS) allowance that may be claimed by the surviving spouse or civil partner of the deceased can be either: i. the value of the deceased account holder s ISA at the date of death; or ii. the value of the deceased account holder s ISA at the date on which the account ceases to be a continuing account of a deceased investor. A spouse or civil partner who uses any of the APS allowance during the period in which the ISA is designated a continuing account of a deceased investor is only entitled to an allowance up to the value of the deceased s ISA at the date of death. Death of an ISA account holder on or after 6 April 2018 Where an ISA account holder dies on or after 6 April 2018, their ISA becomes a continuing account of a deceased investor. This means that no subscriptions can be made into it after this point, however the tax benefits of the ISA will continue until: the completion of the administration of the deceased s estate; the account is closed; the third anniversary of the account holder s death; whichever is the earliest. We will manage the ISA in accordance with the instructions of the account holder s legal representatives. We have amended clause 12 in the Special Terms and Conditions Danske Cash ISA to reflect this change. Additional permitted subscriptions (APS) following death of an account holder Since 3 December 2014, where an ISA account holder dies, a surviving spouse or civil partner has been eligible to an additional ISA subscription allowance on top of the usual ISA allowance to subscribe to an ISA in their own name. 24

25 Where an ISA account holder dies on or after 6 April 2018, additional permitted subscriptions (APS) can be either the value of the deceased account holder s ISA at their date of death or the value of the deceased account holder s ISA at the point the ISA ceases to be a continuing account of a deceased investor. If a spouse or civil partner uses any additional permitted subscriptions during the period in which the ISA is a continuing account, they will only be entitled to an allowance up to the value of the deceased account holder s ISA at their date of death. We have amended clauses 13.1 and 13.4 in the Special Terms and Conditions Danske Cash ISA to reflect this change. ACTION REQUIRED If you require further information on these changes, please read the amended clauses, outlined above, in the Special Terms and Conditions Danske Cash ISA. These are available on our website at danskebank.co.uk/docs. 25

26 13. HOW YOU CAN CONTACT US You can contact us if you have any questions or wish to arrange an appointment by: phoning us; writing to us through ebanking or by post; using Live Chat on our website at danskebank.co.uk/personal. HOW TO CONTACT US BY PHONE (See Notes 1, 2 and 3 opposite) General Service Days Time Contact Number Monday to Friday Saturday to Sunday 8am to 8pm 9am to 4.30pm / ebanking customer support (technical enquiries and questions about how the service works) (see the notes opposite) Calls within the UK Monday to Thursday Friday Saturday and Sunday 8am to 8pm 8am to 5pm 9am to 4.30pm Calls from outside the UK Monday to Thursday Friday Saturday and Sunday 24 hour emergency phone numbers Lost or stolen cards 8am to 8pm 8am to 5pm 9am to 4.30pm Mastercard Standard, Mastercard Standard Plus and Mastercard 24/7 From outside the UK Mastercard Gold From outside the UK Mastercard Platinum and Mastercard Platinum Plus From outside the UK Visa Standard From outside the UK Debit Mastercard From outside the UK +44 (0) (0) (0) (0) (0) (0) ebanking Fraud Lost or stolen personal security details or ebanking Fraud From outside the UK (0)

27 HOW TO CONTACT US IN WRITING Secure communication using ebanking or our Mobile Bank and Tablet Apps ebanking s secure function allows you to read messages from, and send messages to, us. Log on to ebanking or the App Select Contact Us (or from the App select Contact or Contact Us and additional info Select New Message Type your message Send your message Secure communication using our website at danskebank.co.uk To arrange an appointment: Fill in the Request a callback form By post Write to: Danske Bank PO Box 2111 Belfast BT10 9EG Notes 1. Support from General Service or ebanking customer support will not be available on bank holidays or other holidays in Northern Ireland when the bank is not open for business. 2. We may record or monitor calls to confirm details of our conversations, and for training and quality purposes. Call charges may vary. You may be charged a higher rate if calling from outside the UK. Please contact your phone company for details. 3. Please note that the cost to call our Customer Services UK area codes on 0345 or 0370 within the UK is always the same as calling a local or national landline number. ebanking, Danske Mobile Bank and Danske Tablet Bank Apps may be temporarily unavailable when we are carrying out routine maintenance. 27

28 This publication is also available in Braille, in large print, on tape and on disk. Speak to a member of staff for details. You can also read this publication on our website at danskebank.co.uk/docs Danske Bank is a trading name of Northern Bank Limited and is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Financial Services Register reference number Registered in Northern Ireland R568. Registered Office: Donegall Square West Belfast BT1 6JS Northern Bank Limited is a member of the Danske Bank Group. Correct as at 06/ UK