November 2017 02/0000001/999/99999/** Mr A B Sample Sample Ltd 1 Sample Street Anywhere Any Town Any City Any County AB1 1BA 9999999999/ML17528/103 We re changing your commercial card account terms and conditions Dear Mr Sample Your commercial card account terms and conditions will be updated with effect from 13 January 2018. Some of the updates are in response to new regulations. Others are service improvements and changes to make your terms and conditions easier to read and understand. Read the enclosed Guide to changes I've enclosed a Guide to changes which explains each change and includes the relevant links to the new terms and conditions which you ll be able to view from 13 November 2017. Please keep this for your records and share it with anyone else in your business that needs to be aware of these changes. Contact us if you have any questions If you accept these changes, there is nothing you need to do. If you don t want to accept any of the changes we are making, you can ask us to close your commercial card account before the changes take effect, without any charge. If we do not hear from you before the effective date, we will take this to mean that you have accepted the changes. Please contact your Client Development Manager or the Commercial Cards Customer Services team on 0800 015 5026 between 8.00am and 8.00pm, Monday to Friday and 9.00am to 4.30pm Saturday, if you would like to discuss this letter or have any questions. Please read the Guide to changes for more information The new terms and conditions come into effect on 13 January 2018. If you have any questions call the Commercial Cards Customer Services team on: Call 0800 015 5026 Lines open 8am to 8pm, Mon-Fri - 9am to 4.30pm Sat Turn over for more detail If you ask us to close your commercial card account, your Cardholder(s) will no longer be able to use their card(s) and you ll need to repay any outstanding balances. If you have previously asked us to close your account, any arrangement with us won t be affected. Yours sincerely James Sykes Head of Commercial Cards
Our service promise If you experience a problem, we will always try to resolve it as quickly as possible. Please bring it to the attention of any member of staff. Our complaints procedures for businesses with an annual turnover of up to 25m are published at lloydsbank.com/business/contactus and for businesses with an annual turnover of 25m or more they can be found at lloydsbankcommercial.com/contactus Please contact us if you would like this information in an alternative format such as Braille, large print or audio. If you have a hearing or speech impairment you can use the Next Generation Text (NGT) Service (previously Text Relay/Typetalk). Calls may be monitored or recorded in case we need to check we have carried out your instructions correctly and to help improve our quality of service. Lloyds Bank plc. Registered Office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales no. 2065. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under Registration Number 119278. We are covered by the Financial Ombudsman Service (FOS). Please note that due to FOS eligibility criteria not all business customers will be covered. LB_P3CCPSD2 (11/17)
Guide to changes We are making some changes which affect your commercial card account. To support this we are updating your account and product terms and conditions. From 13 November 2017 you will be able to view your updated documents by visiting lloydsbank.com/businesscardsnovterms Where necessary you should make all your Programme Administrators aware of the changes, particularly those in relation to making payments into your account and third party access. Changes will also be made to Conditions of Use. Cardholders, Programme Administrators and Users, where relevant, can view these using the link above. Please take time to read what is going to change and how it might affect your account. See your terms and conditions for the means of any capitalised terms used. D Changes to your commercial card account Pre-authorisation We will make it clear if a Transaction is authorised in advance of knowing the transaction value; for example, where you provide card details to a hotel or a car hire company, we will reserve funds so that the transaction can be paid if you, a Cardholder or someone acting on your behalf, authorise the exact amount to be reserved. How we will contact you when we suspect fraud In our terms and conditions with you, we already state how we will contact you if we need to do so. From 13 January 2018, we will use these same contact details and appropriate secure procedures to make contact if we suspect fraud or a security threat. Your liability for unauthorised transactions If you are a Micro-Enterprise or Charity and suffer losses as a result of an unauthorised transaction on a lost, stolen or misappropriated card, the maximum amount you are responsible for will be reduced from 50 to 35. You will still be liable for an unlimited amount where you or a Cardholder has acted fraudulently or with gross negligence. You won t be liable for an unauthorised transaction if we did not apply procedures that we were legally required to use to check that a payment has been authorised by you or a Cardholder or if your Card or details are used without your permission before you receive them. Collecting money paid into your account by mistake We can already return money paid into your card account by mistake, but we are adding a term that allows us to share information about you and your account if it is necessary for the payer to collect the money. This is because we are required to co-operate with other banks and share all relevant information needed so the payer can trace money sent to the wrong account. Use of personal data We're updating your conditions to make it clear that you give us your explicit consent (or have obtained the explicit consent of the relevant individual) for us to access, process and keep any personal information that you provide to us for the purposes of providing payment services to you. This won't affect your rights under data protection legislation and you can withdraw your consent by ending your agreement with us. Online Account Servicing We have updated your terms and conditions on OCMS, our online account service. Programme Administrators can now perform more tasks using this online service; including on-boarding new Cardholders, viewing statements, managing authorisation parameters and spend limits. They will also be able to view information about card programmes, Cardholders and Card Transactions. Cardholders will also be able to use OCMS to view information about their Cardholder Account and Card Transactions, update their contact details, view statements and order replacement Cards and PINs. You and Cardholders may already be using this service. If your card is lost or stolen We have updated your terms and conditions to make it clear that our customer service helpline is available 24 hours a day, seven days a week for lost or stolen cards and for assistance if a Card Transaction is declined. Statements We are making it clear in your terms and conditions that we will provide statements, normally by post, unless you have asked us to make them available online instead. If you ask us to make them available online, you ll be able to view and download them.
Other changes to your terms and conditions We have amended some terms and conditions to make them clearer and easier for customers to understand. Unless they are mentioned in the above guide, these changes don t affect our agreement with you. Third party providers From 13 January 2018, you can choose to allow a Third Party Provider (TPP) to access the information on your Business Account, provided it has identified itself to us and acted in accordance with relevant regulatory requirements and you give your explicit consent. We will make changes to our conditions to allow for access by a TPP and to make clear what access will be given. This includes when we can refuse access, how we notify you of such refusal and when notification will be given. We will take into account any guidance from our regulator. The changes to terms and conditions include: We will add a new definition to confirm that a TPP is a third party online service that can access information from payment accounts, when authorised to do so by law. For example, this would include an account aggregator which gives you a consolidated view of your account information across multiple providers. Your conditions will make it clear that a TPP can access information on your Business Account with your explicit consent. You must be registered for OCMS. Your Programme Administrator will be able to provide consent to access by TPPs. Cardholders should not attempt to use a TPP to access information on a Business Account or their Cardholder Account. We will treat an instruction from a TPP as if it has come from you. We can refuse access to a TPP if we are concerned about fraudulent or unauthorised access by a TPP. Before we do this, we will tell you and explain our reasons for doing so, unless it is not reasonably practicable to do so, in which case we will tell you immediately afterwards. We will not tell you when doing so would compromise our security measures or otherwise be unlawful. We may make available to a TPP a specific means of accessing your account. If we do, and it tries to access your account by a different way, we may refuse to allow that access. Third party card issuers From 13 January 2018, if you use a third party card issuer they may request confirmation from us that you have the necessary credit available on your Business Account for them to approve a transaction. We will only respond to a request if you have given explicit consent to do so. % Changes specific to Corporate Charge MultiPay and Purchasing Cards Request for cards to be returned We have updated your terms and conditions to confirm when a Card needs to be returned to us when no longer in use. We have made it clearer when you are responsible for the recovery of Cards and for destroying them. To destroy a Card please cut it in two through the Card chip. There may be times when the Card needs to be returned to us. Programme Administrators (also applicable to Business Travel Solution) We have updated your terms and conditions so Programme Administrators are no longer able to apply for and authorise their own Cards when another Programme Administrator isn t available to provide authorisation. Where there is only one Programme Administrator a new Programme Administrator must be appointed. This change has been made to improve Card security. Purchasing currency or travellers cheques We have updated your terms and conditions to confirm Cardholders can purchase currency or travellers cheques, using the cash advance facility, from a travel bureau or other outlet providing similar services. Each of these transactions will be subject to a charge if the purchase is not in the currency your card is billed in. Currently this is 2.75% of the Card Transaction, and the cash advance fee is payable too. These fees are available in the pricing document on our website at commercialbanking.lloydsbank.com/commercial-terms If a retailer refuses a transaction Some providers, such as Transport for London, may not be able to tell Cardholders immediately when a transaction has been refused. This is because the provider may process transactions at the end of the working day. We are not responsible for any loss if a retailer refuses to accept a card or we refuse to authorise a transaction, or for any delay.
Preferred Supplier Card Number We have updated the terms and conditions for our Preferred Supplier Card Number service and this service is now available to all customers. This service enables you, and the people you authorise, the ability to make payments to a preferred supplier without a physical card. You may want to use this service if you have a preferred or frequently used Supplier and want your commercial card product to be the preferred method of payment. It works by embedding your Card details with that Supplier. If requested, we will supply you with the Card details so that these can be provided to your Supplier. This means that future payments by authorised individuals to a Supplier can be made using the embedded Card details. The Supplier has a responsibility to hold the Card details securely and to use them when charging for the purchase of goods or services. f Charges on termination specific to epay Virtual and epayable Cards Your terms and conditions will confirm that you agree that Regulation 51(3) of the Payment Services Regulations does not apply to you and the Implementation Clawback (if applicable) will be payable by you if you terminate for any reason, or end your relationship with the Bank, before the end of the Initial Term of 12 months.