Cardholder Guide Discover how to get the most from your Royal Bank of Scotland VISA Business Card
The Royal Bank of Scotland VISA Business Card Cardholder Guide Index Welcome to VISA Business Card 4 Getting started with VISA Business Card 5 On receipt of your card 5 Your VISA Business Card administrator 5 Using VISA Business Card for cash at home and abroad 6 Your VISA Business Card essentials 7 Monthly statements and repayment 7 Statement queries 8 Cancellation and regular subscriptions 8 VISA Business Card peace of mind 9 Lost or stolen cards 9 Online guarantee 9 Introducing RBS Secure 10 Security code 10 Fraud detection 10 Cardholder liability and personal credit status 10 Your PIN and passwords 10 2
VISA Business Card travel benefits 11 Travel Insurance and Assistance 11 Travel Accident Insurance 11 Legal expenses 11 Personal belongings delay 11 Travel delay payment 11 Emergency document replacement 11 Medical and legal assistance 12 Legal advice 12 Medical referral 12 Important information 12 Law applicable to contract 14 Complaints procedures for travel Insurance 14 VISA Business Card maintenance 15 Renewal cards 15 Leaving the business 15 Card not accepted 15 Complaints procedures 16 Useful contacts 17 Your Information 18 3
Welcome to VISA Business Card Your business has chosen The Royal Bank of Scotland VISA Business Card as the preferred method to pay for any goods or services you need to buy in the course of your day-to-day business activities. From air tickets to rail fares and office stationery to supplies, you can use VISA Business Card whenever you need to make a payment. The Royal Bank of Scotland VISA Business Card is accepted at over 780,000 outlets in the UK and 29 million worldwide, wherever you see the VISA symbol. The card is very flexible and irrespective of what you are buying, it can be used to pay in person, by telephone or mail order and over the Internet. This guide explains how The Royal Bank of Scotland VISA Business Card works and how you can get the most from it. Please take a few minutes to read this guide before you use your card. You may also want to keep it handy for future reference For details of how we will use your information, please refer to the p Your Information section at the back of this cardholder guide. 4
Getting started with VISA Business Card On receipt of your card Please sign your card immediately upon receipt and keep it secure at all times to prevent unauthorised use. Your VISA Business Card administrator In most instances, a card administrator will have been appointed by your business to manage your VISA Business Card programme on a day-to-day basis and deal with any card related questions that you may need to ask. Please contact your card administrator if: you change your name you need to change your credit limit you change jobs within your business you wish to amend your address details you do not receive a replacement card before your current VISA Business Card expires you have any questions or queries about VISA Business Card. If you do not have a card administrator, please call the VISA Business Card Helpline for assistance on 0870 154 1234 (Mon-Fri, 8am-6pm; Sat 9am-1pm). Minicom users please call 1800 201 733. Calls may be recorded. Max call charge from a BT landline is 8p plus up to 8p per minute. Business rates and calls from other networks may vary. 5
Using VISA Business Card for cash at home and abroad If your business permits, you can use your VISA Business Card to withdraw cash from ATMs and over bank counters in over 33,000 locations in the UK and 807,000 worldwide. The maximum limit for cash withdrawals is 500 per day (or local currency equivalent), both in the UK and abroad. A cash handling fee is applied to all cash withdrawals (including the purchase of foreign currency and travellers cheques). This will be displayed on your statement. When you use your Royal Bank of Scotland VISA Business Card for overseas transactions, they will be converted into sterling by the card scheme before the transaction is received by us and applied to your VISA Business Card account. Rates include an administration fee and are subject to fluctuation. Please refer to your terms for details of fees. 6
Your VISA Business Card essentials Monthly statements and repayment Each month, you or your card administrator will receive a VISA Business Card statement detailing expenditure since your last statement. This can be used to reconcile the transactions that appear on the statement with invoices and receipts you have received during the month. Where your business has selected Central Billing, the statement will be sent directly to your employer for central payment of the outstanding balance. Where Individual Billing has been selected, the statement will be sent to you and you will have to ensure that the amount shown on the statement is received by the due date. We recommend that you pay your bill by Direct Debit, although alternative payment methods are available: Telephone or Internet banking should you wish to pay by either of these means, please contact your branch to apply for these services Postal payment send a cheque payable to The Royal Bank of Scotland plc with your card number written on the reverse. Place the cheque together with the payment slip in the pre-addressed envelope supplied with your statement. Please allow 7 working days for payment to be received from your account. Payment envelopes are automatically supplied with statements. The postal payment address is: The Royal Bank of Scotland Commercial Division Milton Keynes MK77 1TX 7
At a Royal Bank of Scotland branch just take your statement with you and pay at the counter. Payments by cash/rbs debit card will be credited the same day. Please allow four working days for payments to reach your account if paying by cheque. For further information on ways to pay your card account, visit rbs.co.uk/paymentcard Cards OnLine You may be permitted to view your card statements via Cards OnLine. For further information contact your card co-ordinator or visit www.rbs.co.uk/cardsonline Statement queries If you have any queries on any item shown on your statement, in the first instance, please contact your card administrator for guidance. If your card administrator is unable to help you, please call The Royal Bank of Scotland VISA Business Card Helpline on 0870 154 1234. Minicom users please call 1800 201 733. Cancellation and regular subscriptions As the agreement was made directly with the supplier, you should cancel this with them in writing, making sure that you keep a copy of the letter. If the supplier still applies a debit to your account after cancellation, please call us on 0870 154 1234. 8
VISA Business Card peace of mind Lost or stolen cards In the UK If your card is lost or stolen, please telephone The Royal Bank of Scotland Lost and Stolen Cards on 0870 6000 459 (24 hours a day, 7 days a week). If calling from overseas the number will be +44 1268 500 813. Minicom users please call 0870 154 1192. When you receive a replacement for a lost card and if you have any regular payments set up, e.g. subscriptions please notify the retailer or bank concerned of your new VISA Business Card number. Whilst abroad If you need a replacement card while overseas, we will put you in touch with the VISA Helpline for the country you are visiting. If you prefer, you can obtain the VISA Helpline number prior to travel by calling 0800 895 082 (24 hrs). The VISA Global Assistance Centre can provide a temporary, emergency, replacement card in one to three business days. (Subject to a charge of 75.) Online guarantee Your Royal Bank of Scotland VISA Business Card can be used for purchases you make in person, by mail or telephone order and on the Internet. The online guarantee covers you against the fraudulent misuse of your VISA Business Card when making purchases online. 9
Introducing RBS Secure RBS Secure, in association with Verified by VISA, enhances the security of your Royal Bank of Scotland VISA Business Card when making online purchases at participating merchants. A private and secure password provides added protection against the unauthorised use of a card when shopping on the Internet. Registration is free and it s easy to sign up. Simply visit www.commercial.rbssecure.com and follow the on-screen instructions. Alternatively, you will be given the opportunity to set up a password prior to completing a purchase when shopping online at participating merchants. Security code When undertaking transactions by telephone, mail order or via the Internet, you may be asked to quote the last three digits of the number printed on the signature strip on the back of your VISA Business Card. Fraud detection In order to protect you from fraudulent transactions, it is our policy to contact customers if we identify a transaction that does not appear to be within normal spending patterns. Cardholder liability and personal credit status Although your VISA Business Card is embossed with your name, the account itself is in the name of the business. Your personal credit status is not affected. Your PIN and passwords It is a term of your agreement that you keep all PINs and passwords safe. Each PIN and password issued to a cardholder must be used only by that particular cardholder. 10
VISA Business Card travel benefits Travel Insurance and Assistance As a VISA Business Card cardholder you are covered by FREE Travel Accident Insurance where you have used your VISA Business Card to pay the travel costs from the UK before starting your journey. Travel Accident Insurance Travel Accident Insurance of up to 50,000 is provided automatically to cardholders on overseas business trips where the card has been used to pay at least 50% of travel costs. This protection covers the cardholder and up to three colleagues/business associates for accidental death or permanent total disablement anywhere in the world, when travelling on a fee paying passenger carrying services or whilst in a hired car, for up to 90 days. At other times during the journey accident cover is provided for up to 25,000. Legal expenses Overseas legal expenses may be claimed up to a maximum 1,500 in pursuit of a claim against certain third parties causing illness or bodily injury. Personal belongings delay If during a journey all or part of your personal belongings are lost or temporarily mislaid or delayed for more than one hour, you can claim 50 for each hour delayed up to a maximum of 550 per event. Travel delay payment Cardholders can claim up to a maximum of 350 after a delay of at least four hours, at a rate of 25 per hour. Emergency document replacement Cardholders can also claim up to 900 to replace lost or stolen documents. 11
Medical and legal assistance Cardholders travelling abroad have access to an emergency medical and legal referral service 24 hours a day, 365 days of the year. Legal advice If you require legal advice when abroad, ACE can arrange referral to a local English-speaking lawyer, Embassy, or Consulate. ACE can arrange payment of reasonable emergency legal expenses or bail against your guarantee of repayment. Medical referral In an emergency ACE will give you the names and addresses of local doctors, hospitals, clinics and dentists when consultation or treatment is required. A panel of ACE doctors will be available to you to call in the UK to provide telephone medical advice when overseas. ACE can also arrange for a doctor to call and, if necessary arrange hospitalisation and repatriation. For ACE Assistance, telephone + 44 (0) 20 8763 4850 (if calling from abroad) or 020 8763 4850 (if calling from the UK). Lines are open 24 hours. Important Information Please refer to your administrator for full policy Terms and Conditions, or call us on 0870 154 1234. The telephone number for the ACE Claims Service Team is 0845 841 0058 (UK only) or call +44 (0) 141 285 2999 if calling from abroad (Mon Fri, 9am 5pm). 12
Every effort will be made to ensure that advice or assistance is provided promptly and in good faith. Due to the potential for unforeseen local conditions which are beyond our control, liability cannot be accepted for loss or damage of any kind which may arise or result from the use, or intended use, of the Travel Assistance Service. You will remain responsible for paying all fees and charges resulting from the provision of any advice or assistance (with the exception of replacement documents as stated). Insurers and their agents share information with each other to prevent fraudulent claims and for underwriting purposes via the Claims and Underwriting Exchange Register, operated by Insurance Database Services Ltd. A list of participants is available on request. In the event of a claim, the information relating to the claim may be put on the register and made available to participants. To request a claim form, please telephone 0870 154 1234 (Mon Fri, 8am 6pm, Sat 9am 1pm). The Travel Insurance, Travel Assistance Services and Travel Accident Insurance policies are underwritten by ACE European Group Limited. Registered Office: ACE Building, 100 Leadenhall Street, London EC3 ABP. Registered No. 1112892. ACE European Group Limited is authorised and regulated by the Financial Services Authority, registration number FRN202803. In order to maintain the highest levels of service we may record and monitor telephone communications. Calls may be recorded. Max call charge from a BT landline is 8p plus up to 8p per minute. Business rates and calls from other networks may vary. 13
Law applicable to contract Unless it says differently anywhere else in the policy documents, insurers have chosen the law which will apply to these contracts. This will be the law of England and Wales. Complaints procedures for travel insurance Any enquiry or complaint you may have regarding your policies may be addressed to: or: The Royal Bank of Scotland plc Commercial Cards Division Cards Customer Services PO Box 5747 Southend-on-Sea SS1 9AJ ACE European Group Limited ACE Building 100 Leadenhall Street London EC3 ABP (for complaints in relation to your travel insurance and Travel Accident Insurance). If you are still not satisfied you may then approach: The Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR You will not affect your rights to take legal action against the insurer by following this complaints procedure. 14
VISA Business Card maintenance Renewal cards You will notice an expiry date on your VISA Business Card. A renewal card will be sent to you before this date expires. Please continue using your current card until your renewal card arrives. Leaving the business If you leave your current employer, please return the card to your card administrator who will arrange for it to be destroyed. Alternatively, please cut the card in two vertically through the magnetic strip and also cut the chip in two and forward the pieces to: The Royal Bank of Scotland plc Commercial Cards Division Cards Customer Services PO Box 5747 Southend-on-Sea SS1 9AJ Card not accepted From time to time, your Royal Bank of Scotland VISA Business Card may be declined. There are various reasons why this might happen. Your card has a credit limit and it is also possible that an individual transaction limit may have been set for you. Therefore, please contact your card administrator if your card is not accepted as it could be due to the fact that you have simply exceeded these inbuilt limits. If your card administrator is unable to assist you, call the VISA Business Card Helpline on 0870 154 1234. Minicom users please call 1800 201 733. 15
Complaints procedures If you are unhappy at any time with our service, please write to our Customer Service Manager at the below address. We will then resolve your complaint as quickly as possible. In the event of a dispute between you and The Royal Bank of Scotland, please write, giving details, to: The Royal Bank of Scotland plc Commercial Cards Division Cards Customer Services PO Box 5747 Southend-on-Sea SS1 9AJ We will investigate the matter and try to reach a satisfactory conclusion. If you are not happy with our final response or, if we have not concluded our investigation after 8 weeks, you may refer the complaint to: The Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR If at any time you would like a copy of our complaint handling procedures, please feel free to contact us at the address at the top of this section. From time to time we will send you marketing communications about The Royal Bank of Scotland VISA Business Card or other carefully selected services. If you do not wish to receive this information, please call our Customer Services Helpline on 0870 154 1234 or call +44 870 154 1234 if abroad. Minicom users please call 1800 201 733. Or you can write to: The Royal Bank of Scotland plc Commercial Cards Division Cards Customer Services PO Box 5747 Southend-on-Sea SS1 9AJ 16
Useful contacts VISA Business Card Helpline 0870 154 1234 (Mon Fri, 8am 6pm; Sat 9am 1pm). Minicom users please call 1800 201 733. Lost and Stolen Cards 0870 6000 459 (24 hours a day, 7 days a week). If calling from overseas the number will be +44 1268 500 813 Minicom users please call 0870 154 1192. VISA Helpline 0800 895 082 (24 hrs) For insurance enquires call the VISA Business Card Helpline. Insurance enquiries Please call the Visa Business Card Helpline ACE Assistance 020 8763 4850 or +44 (0) 20 8763 4850 if calling from abroad (open 24 hours). Calls may be recorded. Max call charge from a BT landline is 8p plus up to 8p per minute. Business rates and calls from other networks may vary. 17
p Your Information Who we are Your account is with The Royal Bank of Scotland plc. We are a member of the Royal Bank of Scotland Group (the Group). For information about our Group of companies please visit www.rbs.com and click on About Us, or for similar enquiries please telephone 0870 01 01 152 or Minicom 1800 201 733. Your electronic information If you contact us electronically, we may collect your electronic identifier (e.g. Internet Protocol (IP) address or telephone number), supplied by your service provider. How we use your information and who we share it with Your information comprises all the details we hold about you and your transactions, and includes information obtained from third parties. We may use and share your information with other members of the Group to help us and them: assess financial and insurance risks; recover debt; prevent and detect crime; understand our customers requirements; develop and test products and services. We do not disclose your information to anyone outside the Group except: where we have your permission; or where we are required or permitted to do so by law; or to credit reference and fraud prevention agencies and other companies who provide a service to us or you; where we may transfer rights and obligations under this agreement. 18
We may disclose your information to government entities or regulatory bodies in order that those entities may, discharge their responsibilities and obligations or exercise their powers or functions. We may transfer your information to other countries on the basis that anyone to whom we pass it provides an adequate level of protection. However, such information may be assessed by law enforcement agencies and other authorities to prevent and detect crime and comply with legal obligations. From time to time we may change the way we use your information. Where we believe you may not reasonably expect such a change we shall write to you. If you do not object to the change within 60 days, you consent to that change. If you would like a copy of the information we hold about you, please write to: The Royal Bank of Scotland plc, Commercial Cards Division, Cards Customer Services, PO Box 5747, Southend-on-Sea SS1 9AJ. A fee may be payable. p Credit reference agencies We may make periodic searches at credit reference agencies and will provide information to the Group to manage and take decisions about your accounts. This may include information about how you manage your account including your account balance, credit limit and any arrears. We will also provide this information to credit reference agencies who may make this information available to other organisations so that they can take decisions about you, your associates and members of your household. The information may also be used for tracing purposes. 19
p Fraud prevention agencies If false or inaccurate information is provided and fraud is identified or suspected, details may be passed to fraud prevention agencies. Law enforcement agencies may access and use this information. We and other organisations may also access and use this information to preventfraud and money laundering, for example when: checking applications for, and managing credit or other facilities and recovering debt; checking insurance proposals and claims; checking details of job applicants and employees. We, and other organisations that may access and use information recorded by fraud prevention agencies, may do so from other countries. We can provide the names and addresses of the credit reference and fraud prevention agencies we use if you would like a copy of your information held by them. Please contact The Royal Bank of Scotland plc, Commercial Cards Division, Cards Customer Services, PO Box 5747, Southend-on-Sea SS1 9AJ. The agencies may charge a fee. 20
www.rbs.co.uk The Royal Bank of Scotland plc. Registered in Scotland No. 90312. Registered Office: 36 St. Andrew Square, Edinburgh EH2 2YB. Authorised and regulated by the Financial Services Authority. No. 121882. RBSVB/CG/0811 90103543