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1 Online Personal Current Account (OPCA) Guide for International Customers July 2016

2 This Guide for the Online Personal Current Account (OPCA) for International Customers is effective from July You will find everything you need to know about your OPCA for International Customers in the following pages: Quick start guide What you will receive next 1 Help moving your account 1 24 hour banking 2 Online banking 2 Text Message Service 3 How to contact us 3 Your debit card Activating your debit card and security 5 Withdrawing cash from an Automated Teller Machine (ATM) 5 Using your sterling debit card abroad 5 Paying money into your OPCA Where to find your account details and electronic payments 7 Receiving value and value dates 7 Cheques 8 Making payments from your OPCA Electronic payments 10 Regular payments 10 Electronic payment details 10 Payment and instructions cut-off times 12 Security Passcode security 13 One-time passcode 13 Computer security 13 security 15 Safeguarding your debit card & PIN 15 Fraud prevention 16 Other ways we can help 17 Other things you should know Tax 18 Deposit Protection 18 Charges and Interest Rates 18 Where to find us 19 Resolving problems 19

3 Thank you for opening your Bank of Cyprus UK (BOC UK) sterling Online Personal Current Account (OPCA) for international customers. This Guide contains details of how you can make the most out of your account, including: How your OPCA works Where you can find more information about our charges What other services we offer This guide forms part of our agreement with you as outlined in the OPCA Conditions. Whenever we refer in this guide to our Conditions or Tariff, we mean our OPCA Conditions and our Tariff of bank charges for OPCA customers (Tariff) which are available at What you will receive next We have separately posted the following items which you should receive within 10 working days. Your: Debit card Personal identification number (PIN) for your debit card Online Banking user ID Online Banking log in passcode Paying-in book Temporary password required when contacting us by phone Once you have received your temporary password please call us to change this to something more memorable. You will receive your first text alert on the day that your OPCA is opened saying Thank you for registering your account for BOC UK text messages. You will now receive regular texts based on your subscribed services. You can manage your Text Message Service using Online Banking. If there is anything you are missing after 10 working days of opening your account, please let us know. Help moving your account If you are switching your account held with another UK bank to Bank of Cyprus UK we can help you transfer your Direct Debits and standing orders from your old bank to your new OPCA. We can also ask your existing bank to close your account with them and send the balance to your new account. Please call us if you require any assistance. Page 1 of 18

4 24 hour banking We offer a range of easy to use services so that you can stay in control of your finances: Online Banking including 24/7 payment service Text Message Service 24 hour cash Online Banking Our Online Banking offers a quick and convenient way to stay in control of your finances, 24/7, when and where it suits you, including while you are on the move, using your computer, your tablet or your smartphone or similar devices with internet browser capability. With your OPCA you can: View your account details and balances Monitor your account transactions Make Faster Payments to pay bills and make payments to other UK bank accounts Transfer money instantly: o Between your own Bank of Cyprus UK accounts o To other Bank of Cyprus UK customers Manage your standing orders and Direct Debits Transfer money abroad Download or print copies of your statements, tax certificates and your other account documents Request to receive text alerts about your accounts When you use Online Banking to make payments or transfers, you will be required to enter a one-time passcode. A one-time passcode is an extra level of security to keep your Online Banking transactions safe. Using a one-time passcode when making an Online Banking payment Enter the payment details in the make new payment(s) page Click the request one-time passcode button We will automatically send a one-time passcode to your registered mobile phone number To confirm the payment simply enter the one-time passcode into the one-time passcode box and click submit The payment will automatically be processed If you encounter any difficulties simply follow the onscreen instructions For added convenience, you can save the details of payees you intend to make more than one payment to. One-time passcodes will not be required for any subsequent payments to payees whose details have been saved. We automatically register the mobile phone number you provided in your application to receive your Online Banking registration passcode and one-time passcodes. If you change your mobile phone number you should register your new mobile phone number with us as soon as possible by contacting us by secure message, telephone or by post. Please refer to the Security section in this guide for full details on the security built into our Online Banking and the measures you must take, including the download of our free security software from IBM Security Trusteer Rapport, which is a condition of us providing our Online Banking service to you. Page 2 of 19

5 Find out more about how you are protected and the steps you should take to ensure you are banking online securely by regularly reading the Security section on our website. Mobile Banking manage your finances on the move If you have a smartphone or tablet you can access your Online Banking when you are connected to the internet (through the phone network or with Wi-Fi). Only use Online Banking on a secure Wi-Fi network, do not use public Wi-Fi to access your account using Online Banking. Text Message Service You can use your smartphone or mobile if you subscribe to this free service to: Receive customised alerts including balances, limits, transaction details and statement notifications Request your balance and recent transactions by texting 'Balance' and the last 4 digits of your account number or Stmt and the last 4 digits of your account number if you require recent transactions to from outside the UK Activate your debit card and/or receive alerts when your debit card is used You can subscribe to and manage this service through Online Banking and full details of our range of text message services are available at If we spot a suspicious transaction we will send you a text alert to let you know, so please make sure we always have your up to date contact details. We will endeavour to send you a text alert when you spend over 100 on your debit card so you can monitor any suspected fraudulent activity. If you do not recognise the transaction please contact us immediately on the number above. We may from time to time send you text alerts when you have certain transactions on your account. Whilst we do not charge for text messages, your mobile phone provider may charge you to receive and send text messages either in the UK or overseas. If you are unsure you should check with your mobile phone provider and if charges apply consider if you wish to notify us to cancel or temporarily suspend your Text Message Service. Receiving certain information on your mobile phone may not be legal in some countries and we will not accept liability should you be in breach of such laws. Certain foreign networks may not be as secure as those in the UK or Cyprus, therefore confidential information on your account may not be as secure. If in doubt you should ask us to suspend the Text Message Service and then call us when you want us to reactivate this service. How to contact us Telephone If you have a question or need help with your account; you do not recognise a transaction; or want to report a lost or stolen debit card, call us on: ( if calling from the UK) Monday to Friday 9:00am 5:00pm (UK time) Please note telephone calls may be recorded for monitoring and training. We also have a 24 hour Lost and Stolen debit card service which can be contacted on the phone numbers above. Page 3 of 19

6 Online Banking secure message Send us a secure message from Online Banking. Please note, that we do not accept payment instructions or balance requests using secure messaging. We aim to respond to secure messages received using during the next working day. Please us at customerservice@bankofcyprus.co.uk if you have a general enquiry and would like our Customer Service team to contact you. is not a secure means of communication so we advise that you do not include your account details. We aim to respond to s during the next working day. Post Bank of Cyprus UK Customer Service PO Box Chase Side London N14 5WH Page 4 of 19

7 Your debit card is convenient and easy to use in shops, online, over the phone and to withdraw cash from Automated Teller Machines (ATMs) worldwide. The currency of your debit card is Pound Sterling. You can use your debit card to: Pay for goods and services at shops or remotely wherever you see the VISA logo. Make quick and secure contactless purchases of up to 30 without having to enter your Personal Identification Number (PIN) wherever you see the contactless symbol (if you have been issued with a contactless debit card). Access card machines to withdraw cash, request an account balance, change your PIN or unblock your PIN. Activating your debit card and security You will need to activate your debit card before you can use it. You can do this through our Text Message Service or by calling Customer Service. Please follow the instructions in the covering letter enclosing your new debit card. Your debit card is a secure Chip & PIN card so when making a purchase you will be asked to key in your PIN except where contactless can be used. Purchases or cash withdrawals made using your debit card are applied to your account within 2 working days. All transactions made with your debit card will appear on your online account statement enabling you to monitor your spending and can also be viewed through Online Banking in the Transaction History section of Online Banking. If we spot a suspicious transaction we will endeavour to send you a text alert to let you know, so please make sure we always have your up to date contact details. If you are a Text Message Service user, you will also receive a text alert when you spend over 100 on your debit card to enable you to monitor transactions on your card for any suspected fraudulent activity. If you do not recognise the transaction please contact us immediately. Withdrawing cash from an Automated Teller Machine (ATM) You can use your debit card to withdraw cash from any ATM in the UK or any ATM worldwide displaying the VISA sign. There is no charge for withdrawing cash from any ATM in the UK displaying the VISA sign (a charge may apply at other ATMs). As long as you have sufficient funds in your account or are within your agreed overdraft facility you can make withdrawals up to your daily limit. We will tell you the maximum amount you can withdraw in any 24 hour period when we send you your debit card and PIN. If you experience any problems when using your debit card at an ATM please contact Customer Service as soon as possible. Using your debit card abroad or online You can use your debit card to pay for goods and services or to withdraw cash in the local currency when abroad. The amount of any card transaction in a currency other than sterling will be converted to sterling using the VISA payment scheme exchange rate. The rate applied will be applicable on the day the exchange takes place, which may be after the day the debit card transaction took place. Amounts due to us must be settled in sterling. Please refer to our Tariff for any relevant charges. Page 5 of 19

8 When using your sterling debit card outside the UK or online in a currency other than sterling, we convert the amount to sterling using the exchange rate set by VISA on the date the money is taken from your account and include a non-sterling (foreign currency) transaction fee. We may, at our discretion prevent your debit card from being used in certain countries if we believe this is necessary to reduce the risk of fraud. Please therefore contact Customer Service before you are travel outside of the UK or Cyprus to check whether restrictions apply to the country you will be travelling to. Purchase Protection If you pay for goods or services with your Visa Debit card and they fail to arrive or are damaged when you receive them we could help you get your money back. This may include companies that have gone into administration before you have received your goods or services. If you are unable to agree resolution with the retailer then contact us for help. Important Information: Before using your debit card it is important to check you have sufficient funds in your account as not all retailers check with the bank before your transaction is agreed. Contactless payments can be made without the retailer checking with us that you have sufficient funds in your account. This could lead to your account becoming overdrawn. You will be charged interest if your account is overdrawn (see our Tariff for the unauthorised overdraft interest rate). You can keep in control of your finances by regularly logging into Online Banking to check your balance and by using the Text Message Service. Page 6 of 19

9 Paying money into your OPCA is simple Payments into your account can be received electronically by Faster Payments within the in the UK or by SEPA Credit transfer or SWIFT from overseas. You can also post sterling cheques to us or deposit cheques or cash at our counter in our North London branch or at any HSBC branch in the UK. To receive payments you will need to provide the following details to the payer: Your 8 digit account number Your sort code: Your account name(s) Our North London branch address (please see the where to find us section) You will find these details in your welcome letter and they are also in your paying-in book, and on your debit card. For payments received from overseas you will need to give the payer your: IBAN (International Bank Account Number) and BIC (Bank Identifier Code) Your IBAN can be an be found in the Account Details option in Online Banking and both your IBAN and BIC are shown on your account statements in Online Banking. Electronic payment methods You can receive payments in sterling from other bank accounts held in the UK by: Faster Payments CHAPS BACS Standing Order You can receive payments from overseas by: SWIFT SEPA Credit Transfer Receiving value and value dates In this guide when we say you will receive value from a particular date we mean the amount received will count for interest purposes from that date. If you are entitled to earn interest, you will start earning interest from the value date. If you are being charged interest, the balance on which we charge interest will be reduced by the amount received with effect from the value date. Electronic payments will generally be credited to your account on the same working day we receive them, subject to the funds being in the same currency as your account and the cut-off times shown on page 11. Where the funds received are in a different currency from that in which the account is held, we have to convert the funds and therefore you will receive value 2 working days after the funds are received. Page 7 of 19

10 Cheques and cash paid in over the counter at our branch in the UK You can deposit cheques and cash into your OPCA at our north London branch although we reserve the right to charge you for doing so. Any such charges will be set out in our Tariff. We will only accept cheques in sterling drawn on a UK bank. We will supply you with a book of personalised paying-in slips. Each paying-in slip has its own serial number to make checking your account statements easier. You can re-order a paying-in book using Online Banking. Cheques and cash paid in at HSBC branches You can deposit cheques or cash into your account at any HSBC branch in the UK, providing you use your paying-in book slips. Sending cheques by post You can deposit cheques by sending them together with a completed paying-in slip to: Customer Service Bank of Cyprus UK PO Box Chase side London N14 5WH Please also note that although for the convenience of customers we accept cheques posted to us there are certain risks involved. In particular there is always a possibility that post will be lost or intercepted. Cheques are inherently susceptible to fraud and we recommend whenever possible you ask people paying you to use electronic methods of payment. For convenience, please remember you can use any HSBC branch in the UK to pay a cheque into your account (see above). We are not responsible for any cheques sent by post that we do not receive. Please keep a record of any cheques you send us in case we do not receive them. You must never send us cash by post. If you are paying in cheques there are a few things that you should know: The cheque clearing cycle. Knowing how cheques are cleared is important to avoid unnecessary charges on your account. For all current accounts we will: Give value 2 working days after the cheque appears in your account. You will be able to withdraw funds 4 working days after the cheque appears in your account. Not debit you with a returned cheque later than 6* working days after the cheque appears in your account (giving you certainty that funds paid in cannot be taken back). Page 8 of 19

11 The table below summarises the cheque clearing cycle (sterling cheques only): Cheques paid into your OPCA at our north London branch or by post Interest applied (value given) 2 working days after the cheque appears in your account Available for withdrawal 4 working days after the cheque appears in your account Cheques paid in at other banks counters Cheques paid into your OPCA that are drawn on another Bank of Cyprus UK account Please note the following: The same working day when the cheque appears in your account 1 working day after the cheque appears in your account 2 working days after the cheque appears in your account 2 working days after the cheque appears in your account Working day means any day of the week except Saturday, Sunday and English public holidays There may be certain legal or other circumstances beyond our control where these standards cannot be applied and where payment or non-payment of a credited cheque may be delayed or even prevented The full number of working days has to elapse before we give value or permit withdrawal. For example, a cheque deposited at our North London branch on Monday cannot be withdrawn until Friday (assuming there are no intervening English public holidays) A cheque paid in appears on your account on the same day provided it is received by us before 4.00pm. If received after that it appears on your account on the next working day A cheque paid in at another bank will not appear on your account until we receive the credit from that bank, which usually takes 2 working days * Funds from a cheque paid in 6 or more working days earlier could still be recalled if we had reason to believe that the cheque was part of a fraud that you may have been involved in Out of date cheques A sterling cheque is usually valid for up to 6 months from the date it is signed. If it has not been paid in and cleared within 6 months it becomes out of date and will not usually be accepted. Post-dated cheques A post-dated cheque is one where the date written on the cheque is after the date you receive it. If you try to pay it into your account before that date it may not be accepted by the payer s bank and may be returned to you. For this reason you should not issue or accept post-dated cheques. Returned cheques A cheque can be returned unpaid if there is a mistake on it or if there are insufficient funds in the account of the issuer of the cheque. If the cheque is returned with the words Refer to Drawer or Out of Date on it, we will send the cheque back to you so that you can seek payment from the issuer of the cheque. If it states Refer to Drawer Please Represent we will automatically try to clear it for you again. Charges apply for returned cheques (refer to our Tariff). Page 9 of 19

12 Making payments from your account is straightforward You can make the following types of payment from your OPCA. The list below will help you choose the most appropriate payment method depending on how much and where you are sending the funds and how quickly you need them to get there. Please note: Charges apply for some of these payments (refer to our Tariff) Payments are subject to cut-off times and limits (see pages 10 and 11) Electronic payment methods You can make payments in sterling to other bank accounts held in the UK by: Faster Payments CHAPS Direct Debit (for recurring payments) Standing Order (for recurring payments) You can make payments overseas by: SEPA Credit Transfer SWIFT Internal transfers You can use Online Banking to make internal transfers to other accounts you hold with us or to other Bank of Cyprus UK customers. These transfers are credited to the payee s account as cleared funds instantly. Cash withdrawals Cash can be withdrawn using your debit card at any VISA ATM subject to a daily limit and available funds in your account OPCA (please see debit card section). You can also withdraw cash from our North London branch counter - (subject to a minimum amount of 30). We make a charge for cash withdrawals (refer to our Tariff). If you wish to withdraw more than 2,000 you must give us 2 working days notice. Cash withdrawals made at our counter are debited to your account the same day. Insufficient funds in your account We may decide not to allow any payments out of your account if to do so would result in your account becoming overdrawn or would exceed any agreed overdraft limit. If this happens you will incur an unpaid item charge as set out in our Tariff. A cheque book is not available with the OPCA. Electronic payments details Faster Payments Sterling payments between accounts held in the UK. Faster Payments can be made using Online Banking 24 hours a day, 7 days a week and the funds will usually be transferred between accounts instantaneously and are generally available for use almost immediately. The daily limit for an individual Faster Payments made using Online Banking is 50,000. There is no limit to the number of payments you can make as long as the Page 10 of 19

13 overall total does not exceed the daily limit of 50,000 and you have the available funds in your OPCA. Sterling payments for more than 50,000 should be made by CHAPS. CHAPS Sterling payments between accounts held in the UK, usually transferred with same day value. We only process CHAPS payments on working days and same day value is subject to your instructions being received before the relevant cut-off times shown on page 11. BACS Sterling payments which can be received into your account. BACS payments can take up to 3 days from the payment date to reach your account. Direct Debits Direct Debits are a convenient way of paying recurring bills where the amounts may vary from time to time, such as a utility bill. They are generally used for payments to businesses located in the UK. Payments will be received by the payee s bank within 3 working days. To pay by Direct Debit you need to complete a Direct Debit Instruction available from the business you are paying (known as the originator) who then instructs us to make the payment(s) to them. The originator can vary the amount but must give you advance notice. The Direct Debit Guarantee Scheme ensures that any Direct Debit payments taken from your account in error by the originator or your bank will be refunded to you. Standing orders Standing orders are a convenient way of making regular payments for the same amount from your account to accounts held with banks in the UK or abroad. You instruct us who to pay, how much, how often and when. You can set up, change or cancel a Direct Debit instruction or standing order instruction at any time. Please see the cut-off times for payment instructions on page 11 for the period of notice you need to provide to set-up/amend/cancel a standing order. Fewer days notice is required using Online Banking. SEPA Credit Transfers (SCT) Electronic payments between accounts held in any of the 28 EU countries as well as Switzerland, Norway, Iceland, Monaco and Liechtenstein. SCTs are made in euros which means a currency conversion will be required when you make or receive a SCT from/to your sterling OPCA and so the payment will have a 2 day value. This service is available only using Online Banking. SWIFT Payments to accounts held with banks outside the UK or where the payment is in a currency other than sterling. If a SWIFT payment involves a currency conversion there will be a 2 day value between the dates that the payment is made and received. Please note that because banks around the world operate in different time zones a payment made on a working day in England may not reach the payee s account in another country until the next working day in that country. For charges relating to CHAPS or SWIFT payments please refer to our Tariff which can be found at Page 11 of 19

14 Cut-off times for payment instructions We will process instructions on the working day we receive them provided they are received before the relevant cut-off times. If we receive your instructions on a nonworking day or after the relevant cut-off time we will process them on the next working day after all daily clearing items have been applied to the account. All payment requests are subject to funds being available at the time of processing: Cut-off times for Online Banking Transfer between my accounts Transfer to other BOC UK customer Faster Payment CHAPS payment International payment Set-up/amend/cancel a standing order Cancel a Direct Debit No cut-off time No cut-off time No cut-off time 3.30pm 2.30pm 1 working day before the payment is due to be made 2 working days before the payment is due to be made Cut-off times for non-online transactions (deposits and payments) Cheques and cash at our counters 4.00pm Cheques and cash at HSBC counters 3.30pm Transfer between your accounts 3.30pm Transfer to other Bank of Cyprus UK customer 3.30pm CHAPS payment (priority payment) 2.30pm International payment 2.30pm Stop a cheque Same day unless the cheque has already been presented for payment* Set-up/amend/cancel a standing order 7 working days before the payment is due to be made Cancel a Direct Debit 7 working days before the payment is due to be made * Note that if a cheque has already been presented for payment it cannot be stopped. Please ensure that payment details are correct before making a payment because once a payment has been processed and the transfer completed it cannot be cancelled or the funds recalled by us. We or our clearing agent may carry out Financial Crime Risk Management Activity. This may result in delays in processing your instructions to make a payment or it may mean the instructions to make a payment or it may mean the instructions not being carried out at all. Neither we nor or any third party for any loss incurred as a result of such delay or refusal to carry out your instructions. Page 12 of 19

15 Security We take the security of your account very seriously. We have been awarded ISO 27001:2005 by the British Standards Institute, which demonstrates our commitment to keeping customer data safe. Please follow this simple guidance to help us to protect you. For more information please go to the security section on our website ( Passcode security Please ensure that your Online Banking passcode consists of letters and numbers that you can easily remember, but make sure only you know this information. To make it harder to guess your passcode, please select a passcode which is difficult for others to guess and which: Contains at least 8 characters Contains at least 1 digit, 1 upper case letter and 1 lower case letter Does not include any spaces between characters Is not the same as any of your previous passcodes Is changed regularly Remember, the longer the passcode the more difficult it will be for someone else to guess. If you think someone may know your passcode you should change it immediately and notify us at once by calling Customer Service. It is your responsibility to ensure that your security information is kept private: Keep your User ID and passcode confidential at all times Memorise your details to avoid writing them down Never tell anyone your Log in details even if you share an account with someone. Do not even tell a Bank of Cyprus UK employee Check the transactions on your accounts regularly and if you are concerned about any suspicious activity on your accounts contact Customer Service immediately. One-time passcode We use an extremely secure method of authenticating customers when they use the Payments section in Online Banking. We provide customers with a one-time passcode sent by text message to the user s registered mobile phone. This code, together with your User ID and passcode is used to authorise payment requests using Online Banking and enhances the already high level of security of Online Banking. Computer security Keep your computer secure by always running a personal firewall and by using anti-virus and anti-spyware software. It is very important that you keep these up to date as new viruses and threats are found all the time. Banking fraud is often committed by spyware gaining confidential data on a PC which can then be used to compromise bank accounts. Turn off all pop-ups and turn on the anti-phishing filter on your internet browser(s); do not open multiple browser windows when you are using Online Banking; and always ensure that any wireless connections you use are secured and encrypted. In addition, when using Online Banking you must: Page 13 of 19

16 Always access Online Banking by typing in the exact website address ( onlinebanking.bankofcyprus.co.uk) or by using the link on our website. Do not use a link from any other websites or s not from us. This applies to any computer that you use Install our free security software from IBM Security Trusteer Rapport. This is a condition of us making Online Banking available to you. IBM security Trusteer Rapport (a free download service) adds valuable additional security when you log in to Online Banking. It checks that you are using our real website and not a fake one and secures the link between you and the Bank so that fraudsters cannot listen in. Finally, it blocks all known viruses that target Online Banking. IBM Security Trusteer Rapport does not replace your Online Banking security software or other protection on your PC such as anti-virus or anti-spyware software but works with them to add an extra layer of security. It only takes a few minutes to install the software and there is no need to restart your computer afterwards. For more information about how IBM Security Trusteer Rapport works and for technical support and system requirements visit or access the website through Online Banking Ensure that your connection to Online Banking is secure by checking that you have a padlock or unbroken key in the bottom right of your browser window or alongside the address bar. This indicates that you are accessing a valid and secure site. All secure website addresses start with https rather than just http In-session phishing is a form of attack which occurs while the user is logged onto an Online Banking application and after a short time a pop-up window appears asking the user to retype their username and passcode because the session has expired, or to complete a customer satisfaction or marketing survey. Do not give your bank account details, User ID, passcode etc on any pop-ups that appear when using the internet. We will never request confidential information or security details using a pop-up Never leave the computer you are using alone while you are logged in to Online Banking Never use an internet café, library, or any other public network or shared computer to access Online Banking as it is highly probable that the computer will have been compromised with spyware and your information will be stored on that computer even after you have left it or logged off When connecting to Online Banking over a wireless connection it is your responsibility to ensure that it is a secured and encrypted network as wireless networks are prone to compromise by hackers Always make sure that you log off successfully when you have finished using Online Banking. Close your internet browser once you have logged off, simply disconnecting from the internet is not enough For your added protection, if your Online Banking session is inactive for longer than 10 minutes we will automatically log you off, however you will receive a warning message before this happens If you use Online Banking in a public place please be vigilant to ensure no one is watching your screen and that your security details cannot be captured on closedcircuit television (CCTV) Never store your personal and financial data on your PC, Smartphone, tablet or similar devices or mobile phone If you use Mobile Banking you must ensure: o Your mobile device is encrypted and password protected o Anti-virus and anti-spyware software is installed and kept up to date o You disable any Bluetooth connection when not in use. Page 14 of 19

17 security For your own security and protection you must ensure that you: Never send your account or personal details by (or text message) as it can be intercepted Never reply to s asking for your User ID and passcode or any account information even if it appears to come from us as nobody apart from you needs this information not even us. We will never request confidential information or security details by or text. Please call Customer Service if you have any suspicions Never reply to spam s. Be very wary of spam s especially those offering you the chance to make money or originating from outside the UK. Spam s are at best a nuisance and at worst sent by unscrupulous people trying to defraud you You can find out more about how you are protected and steps you should take to ensure you are banking online securely by visiting Safeguarding your debit card and PIN To protect you and your debit card from fraudulent activity please make sure that you: Sign your debit card as soon as you receive it Change your PIN as soon as you have received it, but do not create one that is easy to guess e.g. 1234, 4444, your date of birth or your telephone number Keep your PIN confidential and do not disclose it to anyone Keep your debit card safe and secure at all times and do not allow other people to use it Only disclose the debit card number for the purpose of making a card transaction, when reporting the loss or theft of the debit card, or when we authorise disclosure Check that the total of each purchase you make is correct before you enter your PIN and ensure your debit card is returned to you after each transaction Shield the key pad when you enter your PIN. Check your Online Banking transaction history for any unauthorised use and keep receipts for reference When you do discard receipts or PIN advices make sure you do so securely by shredding them Notify Customer Service immediately if you discover that your debit card has been lost or stolen or if you do not recognise a transaction You can find out more about how you are protected and steps you should take to ensure you are banking online securely by visiting If you think your OPCA may have been misused or that someone else may know your account, you must also tell us as soon as possible by calling us on the numbers above. Page 15 of 19

18 Fraud prevention We operate a fraud checking service and if we think someone is trying to use your card fraudulently we may contact you by phone or SMS to confirm that you have made the purchase. Please ensure that your contact details are up to date, including your mobile telephone number so that we can contact you if we contact you if we notice suspicious transactions on your account. We will send you a text alert whenever you spend 100 or more on your debit card so you can monitor any suspected fraudulent activity. If you do not recognise the transactions please contact us immediately. When shopping online with your card, look for the padlock symbol which indicates a secure shopping site. For added protection look out for the Verified by VISA sign at participating online retailers this service gives you added payment protection. When making a payment you will be prompted to enter your own private password just like when entering a PIN at the ATM. You do not have to wait until you are shopping online. You can register your debit card with Verified by VISA as soon as it has been activated. Visit Page 16 of 19

19 We can help you save We provide a competitive range of products to meet your short, medium and longer term saving requirements including: Fixed Rate Bonds - deposits for a variety of fixed terms paying a fixed rate of interest Notice Accounts earn a higher rate of interest compared to an instant access account Information on our full range of savings products including current interest rates is available at or by calling Customer Service. Overdrafts Overdrafts can be a useful means of managing your finances in the short term but should not normally be viewed as a long-term financial solution. All overdraft facilities are subject to status. If you exceed your agreed overdraft limit we will charge you additional interest on the sums which exceed your limit. If you go overdrawn without any agreed overdraft being in place we charge our unarranged overdraft rate. All interest is charged on the daily balance on your overdrawn account and interest is compounded (debited from your account balance) quarterly. We may decide not to allow any payments out of your account if to do so would exceed your overdraft limit or where you have no agreed limit which would result in your account becoming overdrawn. You will incur an unpaid item charge if this happens. Please refer to our Tariff for all overdraft charges. Buy to let mortgage loan for International Customers Whether you are interested in investing in property in the UK, or if you already have buy to let properties, we have a dedicated team of buy to let specialists in central London ready to help you. With detailed local knowledge and an in-depth understanding of the UK buy to let property market, and a focus on London and south east England, we can help you finance the purchase of a new property or refinance your existing portfolio. The Buy to Let mortgage is available to individuals whose permanent address is in Cyprus. It is a requirement of the Buy to Let mortgage to hold an OPCA. You can find our further information about out Buy to Let mortgage, including how to apply, in the international customer section of our website at or you can contact the dedicated International Buy To Let team on or send us an to buytolet@bankofcyprus.co.uk and we will call you back. We never encourage our customers to borrow more than we think they can afford to repay. Foreign currency exchange service You can exchange between currencies from the selection we offer, including sterling, euros and US dollars (the full list can be found at Currency exchange transactions are settled with 2 day value. This service is also available using Online Banking (where you can benefit from our most competitive rates) or through Customer Service or your Banking Manager. Page 17 of 19

20 Statements You can view your account balance and transaction history online anytime. We produce a monthly statement showing what has been paid in and out of your account and the balance at a particular date. This is available to you to view, download and print through Online Banking for up to 2 years from the date the statement was issued. You will receive a text alert whenever a new statement is available. If you require a statement that is no longer available online you can request a copy by sending us a Secure Message from Online Banking or by contacting Customer Service. If however you require us to supply you with a paper copy of your statement we can do so subject to the fee set out in our Tariff. Please note we will notify you through Online Banking 14 days in advance of any interest or charges we will be debiting from your OPCA, and that if at any time you request a printed statement a charge will apply, as set in our Tariff. Tax status Any interest earned will be paid without the deduction of tax. Individuals may have tax to pay on any interest received that exceeds their Personal Savings Allowance. Further information on the Personal Savings Allowance can be found at Deposit Protection We are a member of the Financial Services Compensation Scheme (FSCS) in the UK. All eligible deposits are protected up to 75,000 per customer. This means that if Bank of Cyprus UK Limited was unable to meet its financial obligations, our eligible depositors would be able to claim up to the compensation limit from the FSCS. The maximum compensation limit applies per depositor not per account, so for joint accounts each account holder would be entitled to compensation up to the maximum limit. The FSCS covers all personal customers. For further information about the FSCS (including eligibility and amounts covered) please contact our Customer Service Team or visit the website of the FSCS at Charges and interest rates All of our standard charges are outlined in our Tariff of Charges for sterling OPCA. We will inform you of any changes to our Tariff and notify you at least 2 months in advance if any charges increase. Page 18 of 19

21 Branch or Business Banking North London Postal Address 87 Chase Side PO Box Southgate 87 Chase Side London London N14 5BU N14 5WH Business Banking Central London Charlotte Street London W1T 1RP Business Banking South London Brighton Road South Croydon CR2 6AA Business Banking Birmingham 123 Parade Sutton Coldfield B72 1PU We aim to provide good value products combined with friendly and professional service. If you have a complaint, we want to rectify the matter to your satisfaction as soon as possible so in the first instance, please contact Customer Service. If they are unable to fully satisfy your complaint you should write to: Compliance Bank of Cyprus UK PO Box Chase Side London N14 5WH If you are still dissatisfied you may contact an independent body known as the Financial Ombudsman Service. Their contact details are: Phone free for people ringing from a fixed line phone calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs (if calling from abroad) complaint.info@financial-ombudsman.org.uk By post The Financial Ombudsman Service Exchange Tower London E14 9SR Published by Bank of Cyprus UK Limited, registered in England and Wales as company Number , a wholly owned subsidiary of Bank of Cyprus Public Company Limited. Bank of Cyprus UK Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Conduct Authority as firm number Its registered office is Charlotte Street, London W1T 1RP. Lending and the issue of debit and credit cards are subject to assessment of your financial situation. You must be 18 or over to apply for any form of credit. Security may be required for loans and overdrafts. Full details on all lending services mentioned in this Guide and written quotations are available upon request. Please write to our north London office shown above. Page 19 of 19

22 Published by Bank of Cyprus UK a company registered in England and Wales with company number Lending and the issue of debit cards are subject to assessment of your financial situation. You must be 18 or over to apply for any form of credit. Security may be required for loans and overdrafts. Full details on all lending services mentioned in this Guide and written quotations are available upon request. Please write to our North London office.