1 Royalties Gold Service Guide
2 Your account is packed with benefits to save you money and enhance your lifestyle. To help you make the most of everything on offer, this Service Guide has been designed with simplicity in mind. Royalties Gold has been awarded a 5 Star Rating from Defaqto, which means that it is among the best accounts in the market. Defaqto s rating reflects the exceptional benefits and levels of cover on offer. Defaqto is an independent financial product research company (February 2013). Royalties Gold Please take a look at the contents page opposite. All your benefits have been divided into 5 sections. Simply choose the area that you are interested in and turn to the appropriate page. There you ll find a description of exactly what the benefits are and how to take advantage of them. For many of your benefits, you can simply call Royalties Membership Services with your membership number at hand. Your membership number is made up of your branch sort code and Royalties Gold account number. Certain benefits are only applicable to customers who are UK residents. Please review your Terms and Conditions for more information or refer to your membership services site for more information. Royalties Membership Services Customers with hearing and speech impairments can contact us by Minicom Lines are open 8am 8pm weekdays (except Bank Holidays) and 9am 5pm Saturdays. Calls may be recorded. This brochure is also available in Braille, large print or on audio format.
3 Insurance Page Sentinel Protection Lost and Stolen Card Assistance 4 Mobile Phone Insurance 5 Entertainment Page Introduction 6 Discounted Dining Service 6 Freetime Activities 7 Contents Home Page Extended Warranty 8 Car Page Car Breakdown Cover 9 Travel Page Introduction 10 Travel Service 10 UK Airport Lounge Access 11 UK & Worldwide Multi-trip Travel Insurance 12 Travel Money Services 13 Terms and Conditions Page Please take time to read the Terms and Conditions at the back of this booklet and Insurance Policy booklets which are enclosed within your Welcome Pack for full details of each benefit.
4 Insurance Sentinel Protection Lost and Stolen Card Assistance Why is it useful? The freedom and convenience of debit and credit cards quickly turns to worry and hassle if they are lost or stolen. As a Royalties Gold member, you automatically qualify for Sentinel Protection Lost and Stolen Card Assistance. In the event of an emergency, one simple phone call cancels all your cards that have been lost or stolen, regardless of which provider they re from. You can report lost or stolen cards 24 hours a day, 7 days a week. Plus, if your cards are lost or stolen whilst you are away from your home, we ll advance you up to 7,750 cash. (Cash advances are subject to status and availability and are repayable within 30 days of receipt.) Please note if the cardholder has no ID due to it being lost or stolen, maximum advance is 350. Maximum cash advance if the incident happened whilst in the UK is 1,000. To find out how you can protect yourself from security and fraud threats, visit How do I take advantage? You automatically qualify, but if you d like to register your cards, call Royalties Membership Services on , quoting your Royalties Gold membership number. Customers with hearing and speech impairments can contact us by Minicom If any of your cards are lost or stolen in the UK, call If abroad, call , reversing the charges, to report your cards missing and to arrange for your emergency cash and airline tickets. Please ensure you have read and understood the Terms and Conditions at the back of this booklet. 4
5 Insurance Mobile Phone Insurance Why is it useful? Where would you be without your mobile phone? They are such an essential part of daily life, it s hard to imagine being without one. As a Royalties Gold member, you are automatically covered for Mobile Phone Insurance, our cover includes all types of phones or PDAs that contain a SIM card. You re covered against electrical/ mechanical breakdown, accidental/malicious damage, loss and theft of your handset up to the original retail value of the handset (excluding additional embellishments). You are also covered for any unauthorised calls up to 2,500 including VAT per claim for monthly contract phones and up to 100 per claim on pay-as-you-go phones. Replacement phone accessories are also covered up to a retail price of 250 including VAT per claim in the event they are lost or stolen with your phone. Cover is automatic, there is no requirement to register, however if you do so, this may help speed up your claim. Full Terms and Conditions apply to this product, please refer to the back of this booklet. How do I take advantage? To register your phone(s): Call Royalties Membership Services on Customers with hearing and speech impairments can contact us by Minicom Visit our website at Please ensure you have read and understood the Terms and Conditions at the back of this booklet. 5
6 Entertainment Royalties Gold helps you make the most of your leisure time with our range of entertainment benefits. There s no limit to how often you use them so you can enjoy the finer things in life for less, throughout the year. Discounted Dining Service Why is it useful? From popping out for a quick bite with friends to fine dining in sumptuous surroundings, eating out is one of life s more enjoyable activities. With Royalties Gold, you and up to 3 others can dine out in a choice of UK restaurants and then claim 25% off the total bill 1, including drinks. What s more, there s no limit to how often you can use this benefit. Bookings for the same day must be made before 5pm and at least 2 hours before the dining time. 1 The Jade 25% discount applies to the entire bill. Drinks and VAT are included, but gratuities and non-food or non-beverage purchases such as cigarettes are excluded. The discount is subject to availability at the time of booking so please be prepared to be flexible over your dining time to avoid disappointment, especially at weekends. Further important information can be found within the Terms and Conditions at the back of this booklet. How do I take advantage? The Royalties Gold Dining Guide details some of the restaurants at which you can use your discount. However, for full restaurant listings: Visit our website at Please ensure you have read and understood the Terms and Conditions at the back of this booklet. 6
7 Freetime Activities Why is it useful? Savings at a range of the UK s leading attractions You can enjoy a variety of discounts for all the family at leading attractions throughout the UK, such as theme parks, castles, zoos and sea life centres. 2 for 1 tickets on sports, fun and adventure activities Why not consider a new hobby with 2 for 1 offers on activities such as golf lessons, scuba diving or reflexology. Entertainment 10% off Royalties Experiences You could take advantage of at least 10% discount at all Royalties Experiences, from rally driving and hot air balloon flights, to spa days and cookery courses. Details of the venues, discounts, booking instructions and full Terms and Conditions are included in the Freetime Activities Guide. How do I take advantage? Call Royalties Membership Services on to request your free copy of the Freetime Activities Guide. It may be necessary to book in advance for some attractions and/or present a voucher details and vouchers can be found in the guide. You must also take your Royalties Gold membership card with you and present it at the venue on arrival. Customers with hearing and speech impairments can contact us by Minicom Please ensure you have read and understood the Terms and Conditions at the back of this booklet. 7
8 Home Extended Warranty Why is it useful? To safeguard from expensive repair bills, should your domestic electrical products break down, Royalties Gold offers an extended warranty service, allowing you to cover as many items as you like, including those belonging to your domestic partner and any dependants residing at your address, providing your purchases are made with your RBS card. Extended Warranty covers repair costs up to the price you paid for the insured item up to a maximum of 1,000 per item and up to 10,000 per customer per year. There is a 25 excess per claim. The extended warranty service increases the original manufacturers warranty on most electrical goods by an extra 2 years subject to a maximum of 3 years in total. Cover however does not apply in the following instances, where a deposit has been paid, buy now pay later offers and interest free arrangements. Terms and Conditions apply. Extended warranty cover includes most purchases of domestic electrical products that you buy in the UK. Cover is only in force if you pay for the item in full with a single transaction using your Royal Bank of Scotland branded debit or credit card. How do I take advantage? ac You are automatically covered for this service, provided you pay for the product with a Royal Bank of Scotland debit or credit card. Then just hold on to your receipt together with the original manufacturer s warranty. If any product breaks down after the manufacturer s warranty has expired, but before the additional two year period has passed, call Royalties Membership Services on to make a claim. Customers with hearing and speech impairments can contact us by Minicom Please ensure you have read and understood the Terms and Conditions at the back of this booklet. 8
9 Car Car Breakdown Cover Why is it useful? Whether you break down at home or on the roadside, your car is automatically covered for roadside assistance. This service includes: Call-out and Roadside Assistance anywhere in the UK Home-Call Recovery Service if you can t start your car on a cold winter morning we can help If necessary, transportation to a local repairer Cover for all cars registered to you at your home address Please note: You may have to pay extra costs if your choice of destination exceeds 10 miles and is further than our choice of nearby available repairer. How do I take advantage? As you are automatically covered for breakdown cover, you do not need to take any further action unless you need to use the service or upgrade cover. If you are in an emergency situation please call Customers with hearing and speech impairments can contact us by Minicom If you would like to upgrade your cover call Exclusions apply. For further information please see the Royalties Gold Insurance Policy Documents contained within your Welcome Pack. Please also ensure you have read and understood the Terms and Conditions at the back of this booklet. Call Car Breakdown Cover on for further information. Home *Please see terms and conditions at the back of this booklet for definition. 9
10 Travel We all need to get away every now and again, and what better way to start your holiday than with a choice of travel offers that could leave more money in your pocket to spend on your trip. Whatever you re planning for your next break, Royalties Gold could cut the cost with a selection of carefully chosen features including family travel insurance, commission-free travel money, access to executive airport lounges and generous discounts on travel and hotels. Travel Service Why is it useful? Royalties Gold is particularly useful when it comes to saving money on travel. Whether it s a family holiday or a weekend break, Royalties Gold members can claim discounts on a whole range of travel options (excluding direct sell companies*): 10% off a range of packaged holidays and accommodation operated by major licensed tour operators (but not direct sell companies) 10% off any scheduled or charter airline ticket 10% off car rental reservations *eg Trailfinders, E-Bookers etc, and any reservations which cannot be booked through a travel agency or licensed major tour operators. How do I take advantage? Visit rbsroyalties.com/royalties to browse and book anything from a flight to a package holiday and receive a 10% discount Alternatively, call Royalties Membership Services on quoting your Royalties Gold membership number. This service can also provide you with up to date information regarding health and visa requirements. Customers with hearing and speech impairments can contact us by Minicom tell them your preferred destinations and departure dates once you ve made your booking you can pay by debit or credit card to secure arrangements. If you re making a booking within 12 weeks of departure date, you ll be asked for full payment at the time of booking. Also please note that payment in full may be required on certain restricted scheduled flight deals where cancellation charges apply official confirmation and an invoice for any remaining balance will be sent out to you approximately 2 weeks before you go, you ll receive your tickets and travel documents. For last minute holidays and flights, tickets can be collected at the airport, a small charge may apply Please ensure you have read and understood the Terms and Conditions at the back of this booklet. 10
11 UK Airport Lounge Access Why is it useful? Airports are busy places at the best of times. So that you can avoid all the hustle and bustle, Royalties Gold allows you, at no extra cost, access to the peace and quiet of the executive lounge 1 at selected UK airports 2, when taking an international flight booked through Royalties Membership Services. Along with complimentary drinks and snacks, most lounges are also equipped with business facilities. If, however, a flight abroad involves more than one UK airport departure, please note that you will only be issued with one airport lounge voucher. Please note, lounges are very popular and some locations have limited availability. Please see Royalties Gold Terms and Conditions at the back of the brochure. 1 Entry to lounges is subject to the availability of the lounge allocation offered through this programme. If the allocation in the lounge is fully booked, no further vouchers can be issued. 2 Available to international travellers at some terminals. Lounges are available at the following UK airports: Aberdeen, Birmingham, Bristol, Cardiff, East Midlands, Edinburgh, Gatwick, Glasgow, Heathrow, Humberside, Leeds/Bradford, Liverpool, Luton, Manchester, Newcastle, Stansted and Tee-side. Airport lounge locations are subject to change. How do I take advantage? Simply book your holiday or flight through the Royalties Travel Booking Service, as described in the travel discount page. Along with your tickets you ll receive complimentary lounge admission for your outward bound journey present your details when you arrive at the lounge. If you have booked your flight or holiday independently, you can still purchase vouchers to access executive lounges for a discount by calling Royalties Membership Services on Customers with hearing and speech impairments can contact us by Minicom Please ensure you have read and understood the Terms and Conditions at the back of this booklet. Travel 11
12 UK & Worldwide Multi-trip Travel Insurance Why is it useful? As a Royalties Gold member, you ll receive UK and worldwide multi-trip travel insurance for you, your spouse or partner and any children aged 18 or under if they are unmarried (or aged 23 or under if in full-time education), permanently living with the account holder. Children are only covered when travelling with the account holder, their spouse or partner. You can use the policy as often as you like. For single trips (including winter sports), the standard maximum duration of cover is 31 days, however this can be easily extended by paying a premium. In addition, you are also covered for up to 5,000 for cancellations and your personal possessions are insured up to 1,500. What s more we offer special rates for other family members and friends travelling with you. Members and their partners must reside at the same address. Those aged 70 years and over must pay an additional annual premium of 50. For full details please call The Royal Bank of Scotland Insurance Services on , Minicom Cover for pre-existing medical conditions is conditional upon notification to the underwriters and their acceptance. For further information, and to check how this affects you, please call Royalties Gold Travel Insurance on , Minicom Research was carried out by Defaqto Ltd, a supplier of quality research and analysis in the financial market. Using their Product DNA score methodology and by comparing a wide range of product features they have given the Royalties Gold travel insurance policy a 5 Star Rating (February 2013). How do I take advantage? ac While you are a Royalties Gold member, you re automatically registered for this benefit and better still, your policy renews itself each year. Please refer to your Travel Insurance Certificate and policy document for full details and remember to take it with you whenever you travel. If you would like to extend the cover to include longer holidays or other friends and family members, call Royal Bank Insurance Services on Customers with hearing and speech impairments can contact us by Minicom Making a claim call The Royal Bank of Scotland Claims Service on Minicom and they ll send you a claim form return this along with your Travel Insurance Certificate, which will be returned to you Please ensure you have read and understood the Terms and Conditions at the back of this booklet. 12
13 Travel Money Services Tailored rates and complimentary next day delivery on travel money Why is it useful? Order your travel money through Membership Services and you will receive: Preferential exchange rates. Complimentary delivery to your home or local branch on orders over 100. With just one phone call you can have your travel money delivered the next working day, at a location that s convenient for you. And with over 60 note and 6 travellers cheque currencies for you to choose from, our flexible and dependable service helps take the stress out of your travel planning. How do I take advantage? To order currency and travellers cheques for complimentary delivery: Call Royalties Membership Services on Customers with hearing and speech impairments can contact us by Minicom For pre-packed euros and US dollars, or to order for collection in branch Visit your local branch. You can order up to 10 days before you require your currency. Place your order before 2pm and we ll deliver your travel money to the cardholder address/local branch the next working day or a later date of your choice. All deliveries to your local branch will be ready for you to collect from 1pm onwards. Travel Please ensure you have read and understood the Terms and Conditions at the back of this booklet. 13
14 Royalties Gold Terms and Conditions These Terms and Conditions should be read together with our RBS Personal & Private Current Account Terms and our Personal & Private Current Account Fees & Interest Rates. We reserve the right to withdraw or amend benefits on 30 days notice. In exceptional circumstances we may need to do this immediately and inform you as soon as possible afterwards. The details you supply will be stored securely and used by Royalties Membership Services to administer your benefits. These details will not be kept for longer than necessary. You are entitled to a copy of the information held about you, for which we may charge you. If you are a Royalties Gold member living abroad you may not be entitled to some of the benefits. Please contact the individual service provider to confirm eligibility. Sentinel Protection Lost and Stolen Card Assistance Terms This benefit is provided by Sentinel Protection. Sentinel Protection is a trading name and registered trademark of Affinion International Limited. Registered in England No Registered address: Charter Court, 50 Windsor Road, Slough, Berkshire SL1 2EJ. Affinion International Limited ( Affinion ) is authorised and regulated by the Financial Services Authority in respect of insurance mediation activities only. Its FSA registered number is Affinion acts as an intermediary for arranging the insurance and provides the administration of the associated services. The insurance provided by this benefit is underwritten by Allianz Insurance plc: Registered in England No Registered Office: 57 Ladymead, Guildford, Surrey GU1 1DB United Kingdom. Allianz Insurance plc is authorised and regulated by the Financial Services Authority (FSA). Statement of demand and needs Sentinel Protection agreement meets the demands and needs of residents of the United Kingdom who are over 18 years of age and wish to ensure they: are covered against the accidental loss or theft of their personal belongings (handbag, wallet, purse or briefcase) and personal money; are covered for communication costs incurred in dealing with an incident notifying Sentinel Protection, the police or another insurer of the loss or theft of cards, personal belongings and personal money. Please note however the insurance covers included in this agreement have not been provided to you based on a personal recommendation. Meanings you need to know Some of the words in these Terms have special meanings. These are explained below and have the same meaning wherever they appear in bold type. agreement These terms and conditions between you, Sentinel Protection and the Insurer. agreement period card(s) The period in which you are entitled to the insurance and services, which will be for as long as your Royalties Gold Account is open. The credit and debit cards, including Post Office card accounts, charge cards, store cards and other similar payment cards (including prepaid cards but excluding fuel cards), which you or a registered member owns. cash advance(s) communication costs home incident Insurer personal belongings personal money registered member(s) Schedule of Registered Items Sentinel Protection United Kingdom (UK) year you, your A payment in connection with an incident made by Sentinel Protection to you or a registered member which must be repaid within 30 days of receipt. The fax, telephone, internet or letter costs you or a registered member have to pay when reporting an incident to Sentinel Protection, the police and to any other insurer. Your permanent place of residence in the UK. An event or series of connected events, which result in the loss or theft of cards; personal belongings and/ or personal money belonging to you or a registered member. Personal money and personal belongings must be lost or stolen at the same time as card(s) belonging to you or a registered member. Allianz Insurance plc The handbag, briefcase, wallet, or purse owned and used by you or a registered member at the time of an incident. Cash for the personal use of you or a registered member and withdrawn from an account in the name of you or a registered member. Personal money includes the value loaded to prepaid cards. Any person, registered with Sentinel Protection who lives at your home. A document sent to you detailing the card(s) registered by you and a registered member under this agreement. Sentinel Protection is the trading name and registered trademark of Affinion International Limited. Scotland, England, Wales and Northern Ireland. A period of 12 months from the date you opened your Royalties Gold Account and each 12 month period thereafter. You being the person who receives this membership as a benefit of your Royalties Gold Account. Section 1 Insurance and Services The services and insurance covers available to you and all registered members are set out in the following sections: A Registration and Assistance Services B Assistance services following loss or theft of cards C Insurance covers Communication costs Personal Money Personal Belongings Sentinel Protection provides the services detailed in Parts A and B and unless stated otherwise, the insurance covers in Part C are provided by the Insurer and administered on their behalf by Sentinel Protection. The services and insurance covers are provided for use worldwide within the agreement period. A Registration and Assistance Services To access any of these services simply call Sentinel Protection: From the United Kingdom: From outside the United Kingdom: +44 (0) Card registration service You and each registered member can register your card details with Sentinel Protection. In the event that any of your registered cards are lost or stolen, Sentinel Protection will provide you or the registered member with the details registered. If you have registered your card(s) you can check the details are correct by requesting a Schedule of Registered Items. 14
15 Valuable document registration service You and each registered member can register details of valuable documents such as a passport or driving license with Sentinel Protection. If any of these documents are lost or stolen during the agreement period, Sentinel Protection will provide you or the registered member with the relevant details. Sentinel Protection will not undertake the safekeeping of original or copies of valuable documents. B Assistance Services following the loss or theft of cards To access any of these services simply call Sentinel Protection: From the United Kingdom: From outside the United Kingdom: +44 (0) Card loss reporting In the event of an incident resulting in the loss or theft of cards belonging to you or a registered member, Sentinel Protection will arrange for cards to be cancelled and reissued by the card issuer. Emergency cash advance Sentinel Protection will arrange a cash advance for you or a registered member if your or the registered member s card(s) are lost or stolen and you or the registered member have no other means of paying for travel tickets, accommodation or obtaining cash whilst stranded away from your home. A cash advance of up to 7,750 per incident will be made available when you or the registered member provide Sentinel Protection with: details of an alternative card from which the cash advance can be debited; or details of a friend or relative who Sentinel Protection can contact and will authorise a payment from their own resources to Sentinel Protection; or authorisation to carry out a credit check with a credit reference agency or to obtain a reference from an employer and the credit check or reference is considered satisfactory to Sentinel Protection. Sentinel Protection will arrange for the cash advance to be made available at the nearest office of Western Union or one of its agents. Full details will be provided when you call to request an advance. Please note: Cash advances are repayable within 30 days of receipt. Sentinel Protection may refuse to provide a cash advance to you or the registered member if, in Sentinel Protection s reasonable opinion, there is any reason to believe you or the registered member may not be able to repay the cash advance. Sentinel Protection will not provide a cash advance: if you or the registered member has not reported the theft of cards or personal money to the police; when you or the registered member are stranded within a 50 mile radius of your home; in excess of 7,750 per incident; for less than 100 within the United Kingdom; in excess of 1,000 within the United Kingdom; of more than 350 if you or the registered member are unable to provide proof of identity for a cash advance. In this case, Sentinel Protection will require a copy of the police report confirming that the identification has been lost or stolen. A cash advance may not be available if you cannot comply with Western Union s terms and conditions or if Western Union or it agents think it may violate any applicable law or Western Union policy or procedure. Western Union terms and conditions are available at its offices. In the event a registered member fails to repay a cash advance within 30 days, Sentinel Protection will pursue recovery of the debt from you. C Insurance Covers Communication costs, personal money and personal belongings For communication costs and personal belongings: the amount shown for each cover is subject to an overall limit of 600 per incident. a maximum of 3 incidents per year. Communication Costs What is covered? The limits Personal Money What is covered? The limits Personal Belongings What is covered? The limits What is not covered? Communication costs paid in dealing with and reporting an incident. Up to 500 per incident Personal money lost or stolen at the same time as a card. Up to 200 per incident Maximum of 1 incident per year Costs of replacing lost or stolen personal belongings Up to 100 per incident Any claim for communication costs and personal belongings totalling more than 600 per incident. Any claim for personal money totalling more than 200 per incident. Any costs not directly related to an incident. Any costs other than communication costs. Any costs associated with travel documentation which have not been pre-authorised by Sentinel Protection. Any personal money not reported lost or stolen at the same time as reporting the incident. Claims which do not include the necessary supporting documentation receipts for the replacement, or other evidence of purchase. Any personal belongings not reported lost or stolen at the same time as reporting the incident. SECTION 2 General conditions applying to the whole agreement 1. Reasonable Precautions You and the registered member must take all reasonable steps to prevent the loss or theft of cards and personal belongings. 2. Rights of Recovery Sentinel Protection and the Insurer have the right, if we choose, in your or the registered member s name but at our expense to: i) start legal action to get compensation from anyone else; and ii) start legal action to get back from anyone else any payments that have already been made. 15
16 You and the registered member must provide Sentinel Protection or the Insurer with all reasonable help to take legal action against anyone if asked. You or the registered member must not settle, reject or negotiate any claim without the written permission of Sentinel Protection or the Insurer. 3. Rates of Exchange Any claim made under this agreement in a currency other than pounds sterling will be settled at the rate of exchange prevailing at the date the claim was notified to Sentinel Protection. 4. Changes you can make to the agreement keeping details up to date and changing address Sentinel Protection will only accept instructions from you to change your personal details or your home address. You must tell Sentinel Protection when a registered member is no longer living at your home address and tell the registered member that the protection available under this agreement has ended. They can apply for a new agreement if they want the insurance cover and assistance services to continue. 5. Cancelling your agreement Sentinel Protection is provided to you as a benefit of your Royalties Gold Account and will remain active for as long as your Royalties Gold Account is active, or until you are no longer entitled to this benefit, whichever is earlier. Closure of your Royalties Gold Account will result in immediate cancellation of your agreement. 6. When the agreement ends Your agreement will end at the earliest of the following: the date your agreement is cancelled by you or Sentinel Protection; the date you cease to live permanently within the United Kingdom; the date you or a registered member submit a claim knowing it to be false, fraudulent or a misrepresentation. 7. Choice of Law If your address is in Scotland, Scots law applies between you, us and the Insurer and the Scottish courts have non-exclusive jurisdiction over any disputes arising out of this benefit. If your address is in England or elsewhere, English law applies between you, us and the Insurer and the English courts have nonexclusive jurisdiction over any disputes arising out of this benefit. 8. How to make a complaint If you have cause for dissatisfaction and wish to complain about Sentinel Protection please contact: Sentinel Protection on or write to: The Customer Services Department, Sentinel Protection, Sentinel House, Airspeed Road, Portsmouth, Hampshire P03 5RF quoting your membership number. Alternatively you can send your complaint directly to the Insurer at Customer Satisfaction Manager, Allianz Insurance plc, PO Box 589, Great West House (GW2), Great West Road, Brentford TW8 1AH. Telephone: Sentinel Protection aims to promptly solve most of their customers complaints at the initial point of contact. Sentinel Protection s staff is fully trained to deal with your complaint quickly and efficiently. However should you not be satisfied with the response you have received, your complaint will be responded to by the Customer Relations Team who will aim to resolve your complaint, if this is possible, by the end of the next working day following receipt of your complaint. If Sentinel Protection cannot resolve your complaint within this time they will write to you within 5 working days, and do their best to resolve the problem within 4 weeks. If Sentinel Protection cannot respond within these timescales they will write to you again within 4 weeks to provide you with a final response or to let you know when they will contact you again, which will be within 8 weeks from when you first contacted Sentinel Protection about your complaint. If Sentinel Protection has not resolved your complaint to your satisfaction within 8 weeks from when you first contacted them you may refer your complaint to the Financial Ombudsman Service for an independent review. Using the complaints procedure or referral to the Financial Ombudsman Service does not affect your legal rights. 9. Data Protection How your data will be used The details you and registered members supply will be stored securely and used by Sentinel Protection to administer your Sentinel Protection membership. Information may be disclosed to regulatory bodies and/or your bank or card issuer and/or our subcontractors for the purposes of providing the services. These details will not be kept for longer than necessary. They will at all times be held securely and handled with the utmost care in accordance with all principles of English law. If Sentinel Protection check the credit rating of you or a registered member with a credit reference agency in order to provide a cash advance, the credit reference agency will keep a record of this enquiry. Other organisations using the agency may then use this information for credit assessments or to trace debtors and prevent fraud. You are entitled to a copy of all of the information held about you for which Sentinel Protection may charge you 10. By entering into your agreement, you give your consent to the transfer of data outside of the EEA including to the USA (including to a sister company of Affinion International Limited) for the purposes of data processing relating to the provision of services. Your data may also be disclosed to third parties where required by law or in the event that Sentinel Protection merges with or is bought by another company, or otherwise undergoes a corporate restructuring. For more information about Sentinel Protection s data processing activities, please write to Customer Services Manager, Sentinel Protection, Sentinel House, Airspeed Road, Portsmouth, Hampshire PO3 5RF. 10. Security You may be required to validate any request you and registered members make to Sentinel Protection by providing the security details you and registered members have registered. Failure to provide such security details or other suitable validation will result in Sentinel Protection refusing to act upon such a request. If you or registered members have not registered security details with Sentinel Protection you and registered members should contact Sentinel Protection as soon as possible to ensure Sentinel Protection is able to provide you and registered members with the service to which you and registered members are entitled. 11. Financial Services Compensation Scheme You may be entitled to compensation from the Financial Services Compensation Scheme (FSCS), if Sentinel Protection or the Insurer cannot meet their liabilities under this agreement. The level of compensation provided by the FSCS is 90% of the claim without any upper limit. Further information is available from the FSCS on or or at 12. Call Recording Telephone calls made to Sentinel Protection may be monitored and/or recorded. These recordings may be used 16
17 to monitor the accuracy of information exchanged between Sentinel Protection and its members. They may also be used to allow additional training to be provided to Sentinel Protection staff or to prove that Sentinel Protection procedures comply with legal requirements. Sentinel Protection staff are aware that conversations are monitored and recorded. 13. Sentinel Protection Limitation of Liability This section (and any other section excluding or restricting our liability) applies to Sentinel Protection s directors, officers, employees, subcontractors, agents and affiliated companies as well as to Sentinel Protection. Nothing in this agreement in any way limits or excludes Sentinel Protection s liability for negligence causing death or personal injury or for fraudulent misrepresentation or for anything which may not legally be excluded or limited. Without prejudice to the rest of this agreement, Sentinel Protection s liability of any kind in respect of any services or otherwise shall be limited to 100. In no event will Sentinel Protection be liable for any: economic losses (including, without limit, loss of revenues, profits, contracts, business or anticipated savings); loss of goodwill or reputation; losses that you incur that were not reasonably foreseeable to you and Sentinel Protection when your agreement was entered into; damage to or loss of data, to the extent that this was not in the contemplation of Sentinel Protection and you at the commencement of the agreement period and is not attributable to Sentinel Protection s negligence or breach of your agreement; or the content of any messages which you provide to Sentinel Protection or ask Sentinel Protection to send to friends or family on your behalf (and you hereby agree to compensate Sentinel Protection for any loss or damage caused to Sentinel Protection as a consequence of such content). 14. War, Terrorism and Riot Sentinel Protection will not be liable for losses arising from its inability to provide the services and or the insurance covers in the event of war, terrorism, invasion, an act of foreign enemy, hostilities (whether war be declared or not), riot, strike, civil commotion, civil war, revolution, insurrection or military or usurped power or for any reason that is beyond our reasonable control. The insurance covers provided in this agreement exclude any losses arising from war, terrorism, invasion, an act of foreign enemy, hostilities (whether war be declared or not), riot, strike, civil commotion, civil war, revolution, insurrection or military or usurped power. 15. General Rights Your agreement constitutes the entire agreement between you, Sentinel Protection and the Insurer. Any failure to exercise or enforce any right or provision of your agreement shall not constitute a waiver of such right or provision. If any provision of your agreement is found by a competent jurisdiction to be invalid, then the remaining provisions shall remain in full force and effect. Discounted Dining Service Terms and Conditions This is a summary of your Dining Service Terms and Conditions 1. The Royalties Gold Dining Service is operated and managed by Last Minute Network Ltd trading as lastminute.com (registered office: 39 Victoria Street, London SW1H 0EE, No ) on behalf of Affinion International Limited (registered office: Charter Court, 50 Windsor Road, Slough, Berkshire SL1 2EJ No ). 2. The Jade 25% Discount offers are only available through the Royalties Dining Service and bookings must be made in advance of your intended visit to the restaurant. All bookings must be made online via the Royalties Gold Dining Service website, or by telephone through Royalties Gold Membership Services. Bookings must not be made directly with the restaurant. 3. There is no limit to the number of times you may use the service, provided you are a registered Royalties Gold Account Holder. 4. The Jade 25% Discount is not valid in conjunction with any other promotional offer or discount such as senior citizen rates, already reduced lunchtime and early evening specials or any other such offer, takeaways or drinks only. It cannot be guaranteed that the discounts will be available in December when restaurants run their Christmas menu, Christmas Eve, Christmas Day, Boxing Day, New Year s Eve, New Year s Day, other bank holidays or celebrations such as Valentine s Day or Mother s Day. 5. In the event of any difficulty with a booking and/or receiving the discount, please contact Royalties Gold Membership Services. 6. The Royalties Gold Dining Service accepts no responsibility if a participating establishment ceases to trade or undergoes a change of ownership. 7. All information about restaurants is correct at the time of publication, and every effort has been made to ensure the accuracy of the information provided. Neither Affinion, The Royal Bank of Scotland nor lastminute.com accepts responsibility for errors or omissions. Participating restaurants may be subject to change without notice and published restaurant prices may also be subject to change without notice. Please refer to the full terms and conditions within your Royalties Gold Dining Guide. They are also available on request. Freetime Activities The attraction prices can change on a regular basis and it is advisable to contact the venue direct before visiting. For all attraction details and full Terms and Conditions please refer to your Freetime Activities guide. They are also available on request. Extended Warranty Terms and Conditions This insurance provides cover for qualifying purchases made on or after the first day of you opening your Royalties Gold account, subject to the terms and conditions shown below. Extended Warranty Cover includes most purchases of well known, brand name, domestic electrical products that you buy in the United Kingdom. Cover is only in force if you pay for the item in full, with a single transaction using your qualifying Royal Bank of Scotland branded debit or credit card. For Internet purchases, electrical items must be purchased from Internet sites based in the United Kingdom, Isle of Wight and Channel Islands and where the goods have a United Kingdom specification and are intended for sale in the United Kingdom. This is provided that the entire cost of the purchase is paid at the time of the Internet purchase, with a single transaction using your qualifying card. Please read this document carefully and keep it in a safe place as it describes the cover provided and what you need to do to obtain its full benefits. Details of Extended Warranty Cover A. Period of Cover Cover for mechanical or electrical breakdown starts from the date the original manufacturer s warranty ends and lasts for two years from that date subject to a maximum of three years warranty in total. 17
18 B. Limits The most the Extended Warranty will pay is: maximum of 1,000 per item; There is an excess of 25 per claim. If, after independent assessment, your insured item proves impossible or uneconomical to repair, then a replacement product of identical model and type will be supplied. If an identical product is not available, your insured item will be replaced, at our discretion, with an alternative product of equivalent specification and quality. Extended Warranty provides cover only for claims or portions of claims which are not covered by other applicable guarantees, warranties, insurance or indemnity policies, subject to the stated limits of liability. An indemnity is an agreement by an indemnifying party to put another party back in the position which they were in before the incident that led to the claim occurred. Forms of indemnity include compensation, repairs, replacement and reinstatement. If your Royalties Gold account is closed or if The Royal Bank of Scotland terminates the cover provided through the account, qualifying purchases made whilst the cover was in effect will still be eligible for claims. It is important that, for each eligible purchase, you also keep your original purchase receipts, showing it was paid for in full at the point of sale using an eligible card. C. Claims Procedures 1. If an item breaks down after the manufacturer s original warranty has expired, you should call Royalties Membership Services on to verify that the item is covered for repair. You will be asked for: 2. Royalties Membership Services will confirm whether the item is covered, and will instruct you to contact an authorised service centre to inspect the item. You will be sent an Extended Warranty Claim Form and a pre-addressed return envelope within two business days. 3. You must complete and return the claim form, with where possible, the following documentation: and the repair work to be carried out and the cost of labour and parts; and the credit card statement showing the transaction. 4. You must return the claim form as soon as possible and no later than 90 days from the date of the breakdown. Send the completed claim form and documents to: Royalties Membership Services Claims Department, Sentinel House, Airspeed Road, Portsmouth, Hampshire PO3 5RF. 5. Royalties Membership Services may ask you to submit any additional information as is reasonably required. 6. The cost of the claim will be covered by Royalties Membership Services less the 25 excess. Payment will be made by cheque. 18 D. Excluded Items No cover is provided for the following items: warranty at the time of purchase; the UK, Channels Islands or Isle of Man; disposable including bulbs, batteries and fuses, vacuum bags and computer disks; second-hand; communication device; UK specification or an original manufacturer s warranty valid in the UK. E. Exclusions Extended Warranty Cover will not pay for: any product; your product, including but not limited to; refrigeration equipment); appliance that has been incorporated into fitted units; corrosion which does not prevent your product from working; trim and fittings; routine service, maintenance, inspection or installation; product or any loss other than the repair or replacement cost of the product; associated with the appliance; us; other person may be held responsible under the terms of any guarantee, warranty, indemnity or any other insurance; An indemnity is an agreement by an indemnifying party to put another party back in the position which they were in before the incident that led to the claim occurred. Forms of indemnity include compensation, repairs, replacement and reinstatement.
19 computer equipment, software, microcontroller, microchip, accessories or associated equipment, to correctly recognise and process any calendar date or time; interface problems; manufacturer s acceptable limit; including the withdrawal of analogue transmissions of any type. manufacturer s original specification. Extended Warranty Cover will not pay for any breakdown due to or arising from: you; insurrection; you or your resident family; supplied at all; When the Policy Period Ends The policy period will end on the first of the following: expires and is not renewed; This does not affect the cover period for eligible purchases made prior to the policy end date. Fraud If the insured or anyone acting on behalf of the insured makes any false or fraudulent claim or supports a claim by false or fraudulent document, device or statement, this policy shall be void and the insured will forfeit all rights under the policy. In such circumstances, we retain the right to keep the premium and to recover any sums paid by way of benefit under the policy. If we receive a claim under your policy we may ask you or any person covered under the policy to give written consent, during the claims process for us to obtain specified information and material from the police and to exchange information and material with them. The purpose of these measures is to help us verify claims and to guard against fraud. If you or a covered person gives such consent, you or the covered person will be given the opportunity to receive a copy of the information and material the police release to us. Should you or any covered person decline to give such consent we may in turn decline to settle the claim without the required information and material. We will not normally release information or material about a covered person to you without their consent. Administrators Extended Warranty cover is administered by Royalties Membership Services which is a trading name of Affinion Limited. Registered office: Charter Court, 50 Windsor Road, Slough, Berkshire SL1 2EJ. Affinion Limited is authorised and regulated by the Financial Services Authority in respect of insurance mediation activities only. Affinion acts as an intermediary for arranging the insurance and provides the administration of the extended warranty cover and associated services. Their authorisation can be confirmed by the FSA by calling or at Their FSA registration number is Underwriters This insurance is underwritten by Allianz Insurance plc: Registered in England No Registered Office: 57 Ladymead, Guildford, Surrey GU1 1DB, United Kingdom. Branch address: Allianz Schemes PO Box 589 G W 2 Great West House Great West Road BRENTFORD TW8 1AH United Kingdom. Allianz Insurance plc is authorised and regulated by the Financial Services Authority (FSA). Our authorisation can be confirmed by the FSA by calling or at Our FSA registration number is The terms and conditions of this insurance policy do not affect your right to take legal action. Choice of Law Unless we agree otherwise: a. the language of the policy and all communications relating to it will be English; and b. all aspects of the policy, including negotiation and performance, is subject to English law and the decisions of English courts. Your right to cancel Extended Warranty cover is a benefit of your Royalties Gold account. If you close your Royalties Gold account you will lose the benefit of this Extended Warranty cover. You may of course stop using any elements of the product at any time. Affinion International will only cancel your agreement if instructed to do so by your bank. In this instance the Royal Bank of Scotland will notify you that it has instructed Affinion International to do so. This product may only be altered, varied or its conditions relaxed by Royalties Membership Services, giving you 30 days notice in writing. In the event of such changes, your attention is drawn to your right to stop using any elements of the product. This insurance will not be honoured if: with the intent to deceive or mislead; misrepresentation; 19
20 Complaints Procedure Sales If you have a complaint about the services provided by Royalties Membership Services please contact: The Customer Services Manager, Royalties Membership Services, Sentinel House, Airspeed Road, Portsmouth, Hampshire PO3 5RF, UK quoting your policy number. Royalties Membership Services will always confirm to you the receipt of your complaint within five working days and do our best to resolve the problem within four weeks. If Royalties Membership Services cannot respond within these timescales they will let you know when an answer may be expected. If they are unable to resolve your complaint within eight weeks from when you first contacted them or, you remain dissatisfied with the final response, then you may refer the matter to the Financial Ombudsman Service for an independent review of your complaint. Non Sales Our aim is to get it right, first time, every time. If we make a mistake we will try to put it right promptly. We will always confirm to you the receipt of your complaint within five working days and do our best to resolve the problem within four weeks. If we cannot we will let you know when an answer may be expected. If we have not sorted out the situation within eight weeks we will provide you with information about the Financial Ombudsman Service. Please contact us at: Customer Satisfaction Manager Allianz Schemes PO Box 589 G W 2 Great West House Great West Road BRENTFORD TW8 1AH. Telephone: Fax: Using our complaints procedure or referral to the Financial Ombudsman Service does not affect your legal rights. Notice to Customers You are advised that any telephone calls made to both Royalties Membership Services and our administration and claims handling units may be recorded. These recordings may be used to monitor the accuracy of information exchanged between customers, Royalties Membership Services and our own staff. They may also be used to allow additional training to be provided to both Royalties Membership Services and our own staff or to prove that Royalties Membership Services and our own procedures comply with legal requirements. Our staff are aware that conversations are monitored and recorded. Data Protection Act The details you and/or a cardholder supply will be stored securely and used by Royalties Membership Services and us to administer your product. Your details may be transferred outside of the EU. They will at all times be held securely and handled with the utmost care in accordance with all principles of the UK law. These details may be disclosed to regulatory bodies and /or your bank or card issuer. These details will not be kept for longer than necessary. You are entitled to a copy of all of the information held about you for which Royalties Membership Services may charge you 10. To request a copy of the information held about you, please write to: Royalties Membership Services PO Box 116 Portsmouth PO3 5YW. Financial Services Compensation Scheme You may be entitled to compensation from the Financial Services Compensation Scheme (FSCS), if we cannot meet our liabilities under this policy. The level of compensation provided by FSCS is 90% of the claim, without any upper limit. Further information is available from the FSCS on or at Copies of this document are available in Braille, audio format or large print on request. Car Breakdown Terms and Conditions Statement of Demands and Needs We have not provided you with a personal recommendation as to whether this policy is suitable for your specific needs and its your responsibility to make sure that the policy is right for you. This product meets the demands and needs of those who wish to ensure that their rescue requirements are covered. Your membership These are the terms and conditions of your motoring assistance membership with Green Flag Motoring Assistance provided as part of your Royalties Gold package of features. Green Flag Motoring Assistance is a trading name of U K Insurance Limited ( UKI ). UKI is the insurance underwriter for this insurance product and is authorised and regulated by the Financial Services Authority. To claim for breakdown cover, please call U K Insurance Limited (UKI). Registered Office: The Wharf, Neville Street, Leeds LS1 4AZ. Registered No UKI is a Royal Bank of Scotland Group company. Duration of cover The breakdown cover is provided as a benefit of being a Royalties Gold product holder. If the connected Royalties Gold product is cancelled, this policy ends. If you have any questions about your Membership, please telephone: Details about our Regulator U K Insurance Limited is authorised and regulated by the Financial Services Authority, registration number The Financial Services Authority website, which includes a register of all regulated firms can be visited at or the Financial Services Authority can be contacted on Under the Financial Services and Markets Act 2000, should the company be unable to meet all its liabilities to policyholders, compensation may be available. Insurance advising and arranging is covered for 90% of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Information can be obtained on request, or by visiting the Financial Services Compensation Scheme 20