The NatWest Alerts Service. Keep yourself updated, anywhere, anytime.

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1 The NatWest Alerts Service Keep yourself updated, anywhere, anytime. 2

2 1 National Westminster Bank Plc, 135 Bishopsgate, London EC2M 3UR. Registered number: , England. NWB /06/2011

3 If you already receive NatWest Alerts, you ll know how handy it is to get account information by text or . Now we ve expanded our range of Alerts to give you even more account information, so you can keep up to date with your personal current and savings accounts, day and night. 2

4 Activity Alerts To help you stay informed and secure. Activity Alerts allow us to send you confirmation text messages when a certain activity has taken place on your account. This means you ll be able to keep track of certain changes to your account without having to call, visit a branch or go to online banking. They ll also provide you with increased security because you ll notice if something unexpected happens. If you have provided us with a valid UK mobile number, you will receive these Alerts automatically you don t need to do anything. When will you get an Activity Alert? We ll send you an Activity Alert as confirmation whenever you: create or amend a payee either a UK individual or company create or amend a standing order update your address or telephone details are issued with a new debit/cash card or PIN. What should you do if you receive an Activity Alert and you don t recognise the transaction? If you have received an Alert and you don t recognise the transaction or the activity on your account please contact us immediately on or visit your local branch. Customers with hearing and speech impairments can contact us by Minicom number

5 Act Now Alerts To help you minimise or even avoid unarranged overdraft and returned item fees. There s now an easier way for you to stay in control of your accounts which could help you minimise or even avoid unarranged overdraft and returned item fees Act Now Alerts. We can send you a text or if you re about to slip into, or are already using, an unarranged overdraft, for example if you re paid late or a Direct Debit comes out earlier than you expect. We ll also let you know if we are going to return a payment due to insufficient funds. Act Now Alerts your early warning system You can choose to receive an Act Now Alert by text, or both. The message will also specify the time by which you should pay money into your account to avoid paying a fee. This money needs to be immediately available to use which will enable you to cover your current payments to bring you back into credit or within your arranged overdraft limit if you have one. What should you do if you receive an Act Now Alert? There are a number of easy ways to pay in money to your account which is immediately available to use: Transfer money from another NatWest account, for example via online or telephone banking or in branch; or Pay in cash over the counter at any NatWest branch. 4

6 When will you get an Act Now Alert? Act Now Alerts are sent out from 8am on business days (Monday to Friday, excluding Bank Holidays). You ll get one if: you don t have enough money in your account to cover a payment you have requested (e.g Direct Debit) and we re going to return it unpaid and charge you a fee unless you pay in money to your account which is immediately available to use by the specified time; you don t have enough money in your account to cover a payment you have requested or a payment becomes due, and we are going to pay it, creating an unarranged overdraft and charging you a fee unless you pay in money to your account which is immediately available to use by the time specified in your Act Now Alert; you re already using an unarranged overdraft and we were not able to send you an Alert in advance (e.g. if you make a payment with your debit card on a train or plane where it is not possible to check that there is enough money in your account. In these circumstances, you may have already incurred an Unarranged Overdraft Fee before we are able to send you an Alert); and you have been using an unarranged overdraft for five or more consecutive days. We will usually only send you one Alert per registered account on any given day. For example, if we make a payment for you (such as a Direct Debit) which creates an unarranged overdraft, we ll send you an Alert to let you know and that a fee will be charged unless you pay in money to your account which is immediately available to use. If, on the same day, we receive a request to make another payment and we decide not to pay it, this will be returned unpaid. However, you won t get a second Alert to tell you this. 5

7 Balance Alerts To help you stay in control. There s no need to call, visit a branch or queue at a cash machine to get a regular balance update. Once you register, we ll text you your balance each week on whatever day suits you best you can even specify morning or afternoon. What s more, you can also set up Alerts to inform you when your account goes above or below a certain limit, so you ll know when you ve received a large payment or if your money s running low. We ll check your balance at 6am and we ll aim to text you at around 8am the same day or around 10am if it s a weekend. Requesting text balances and mini-statements You can also ask for a balance and mini-statement update, showing the most recent transactions on your account by text message at any time you like. Just text BAL or MINI to If you register more than one account, you can tell us which one you need information for by adding the last three digits of your account number or the last four digits of your debit card number, eg. BAL 123 or BAL Costs may apply. Please refer to Important Information section for full details. 6

8 How to register and manage your Alerts Online the quickest and easiest way The quickest and easiest way to register and manage your Alerts is online but you need to be an online banking customer. If you are not registered for online banking, sign up today by visiting natwest.com/online just remember to have your account details to hand. If you already bank online just log on, select Alerts from the left-hand menu and then select the Manage your alerts button on the next page. Over the phone or at your local branch If you have a personal current or savings account with NatWest you can register for Alerts at your local branch or by calling If you come into a branch, please bring your debit card with you or some form of photo identification such as a current passport or current UK photo card driving licence. Please remember we will never ask you for your PIN or password details by text or . 7

9 Frequently asked questions How will I know when my Alerts are set up or amended? We ll send you a confirmation Alert by text or . How will I receive my Alerts by text or ? If you register for Act Now Alerts you can choose how you get them by , text, or both. Balance Alerts are available by text and as for Activity Alerts, if we have your mobile number you ll get texts automatically. What if I receive an Alert and I think the information is wrong? If you have received an Alert and you don t recognise the transaction or the activity on your account please contact us immediately on or by visiting your local branch. How will I be able to cancel my Alerts? If you re an online banking customer you can cancel your Alerts at any time online. If you are not registered, sign up today by visiting natwest.com/online just remember to have your account details to hand. You can also cancel your Alerts by calling or visiting any NatWest branch. 8

10 Is there any charge for the Alerts Service? We will not charge you for using our Alerts Service. However your network operator may charge you for receiving a text Alert from us or for sending a mobile text message to us. If you are receiving or sending mobile text messages whilst outside the UK, network overseas charges may apply. You should check with your network operator for details. Am I eligible for the Alerts Service? All NatWest personal current account and most savings account customers are eligible for this service. You must be aged over 11 and have a valid UK mobile number. What happens if an Alert isn t delivered? We can t guarantee that you ll definitely receive an Alert. They may be delayed or prevented by factors affecting your mobile phone network service provider or other events outside our control. For example, if your account goes overdrawn we can t guarantee you ll receive an Act Now Alert in sufficient time for you to pay in money which is immediately available to use, to minimise or even avoid fees on that day. We will try to resend any Alerts which are returned to us undelivered, but can t be held responsible if you don t receive one for any reason. 9

11 Important Information What should I know before I start to use the Alerts Service? Please make sure information shown on or stored in your mobile phone or your account is kept secure and does not become known to someone else. International mobile numbers will not be able to receive text Alerts from this Alerts Service. We will not charge you for using our Alerts Service. However, your network operator may charge you for receiving a text Alert from us or for sending a mobile text message to us. If you are receiving or sending mobile text messages whilst outside the UK, network overseas charges may apply. You should check with your network operator for details. Please let us know if your mobile phone is lost or stolen or you change your mobile number or address. To receive text or Alerts you need to hold an eligible account and be at least 11 years old. We will not be responsible if, for any reason, we are unable to send you an Alert or, for any reason, you do not receive the Alert. You can only register one mobile number and one address for the Alerts Service at any one time. This will apply to all your eligible accounts. However, joint account holders may each register for text or Alerts about the joint account. 10

12 We will send you each Alert once. If you delete a text or Alert you cannot ask us to send it again. We may withdraw, suspend or restrict the service with immediate effect without prior notice to comply with the law, to protect security or to fight fraud. We may decide to withdraw the Alerts at any time by giving you prior notice. If you no longer wish to receive our Alerts, you can cancel your registration for our Alerts Service at any time through online banking, by telephone or in branch. From time to time, we may wish to send you information by text or Alert on products and services that we believe may be of interest to you. We will only do this if you have agreed to receive such messages. For further details on our Alerts Service Visit natwest.com/alerts 11

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