RBS and NatWest 2012 Customer Charter report

Size: px
Start display at page:

Download "RBS and NatWest 2012 Customer Charter report"

Transcription

1 1 RBS and NatWest 2012 Customer Charter report

2 The Customer Charter 2012 Our knowlegeable staff will put your needs first We will do more to help when you need us most Your satisfaction with the quality of our service will be an essential part of how we reward our staff. Our branch staff will be accredited by the Chartered Banker Institute, to ensure they have the right knowledge to help you. If we make a mistake we will apologise and fix it, quickly and fairly. We will refund money lost from your account if you have been a victim of banking fraud, in keeping with our obligations. We will provide you with a free emergency cash service if your debit card is lost or stolen, and send you a new card the next day. We will be proactive in doing what we can to help customers who may be facing financial difficulty. We will provide convenient and quick service, however you choose to bank with us We will help to strengthen the communities in which we live and work We will serve 90% of customers in five minutes or less in our branches. We will answer at least 90% of customer calls in less than a minute, from our UK-based telephone centres, 24 hours a day, seven days a week. We will continue to offer new and innovative mobile banking services that make banking faster and more convenient, wherever you are. We pledge to maintain banking services wherever we are the last bank in town, that is where the nearest alternative is more than 1 mile away. We will provide every secondary school pupil with access to MoneySense, our financial education programme. We will continue to offer all our staff a day of paid leave to help projects in their local community. In 2012 we continued to listen to you to evolve our Customer Charter to focus on the things you told us were important. This report highlights the progress we ve made. 2

3 Our knowledgeable staff will put your needs first Your satisfaction with the quality of our service will be an essential part of how we reward our staff. We want to make sure you are always happy with the service you receive from us. Last year we launched a new incentive system to reward staff for meeting high standards of customer service as well as the overall performance of their business. We did this to drive the right behaviours and to ensure that customer service is the top priority for all of our staff. In 2012, 88% of you told us you were extremely or very satisfied with the service you received when you visited us in branch or spoke to us on the phone. Our branch staff will be accredited by the Chartered Banker Institute to ensure they have the right knowledge to help you. We want to consistently offer the best quality of service possible which is why we set up the accreditation programme. 700 branch staff as well as 826 of our telephony staff have been accredited. A further 1,145 branch staff are working towards their accreditation in This training programme will continue through 2013 until all our Branch Customer Service Officers have been accredited. If we make a mistake we will apologise and fix it quickly and fairly. Unfortunately we do make mistakes. But once a mistake has been made, we know that how we put things right is most important to you. So in 2012 we continued to focus on improving making our complaints process quicker and simpler. This is reflected in our results which show 75% of customers who had reason to complain were fairly, very or extremely satisfied with the way their complaint was resolved. We aim to resolve complaints within 2 days, last year, 38% of complaints were resolved within this time. We need to investigate complaints thoroughly to make sure they are dealt with properly, so it sometimes takes longer than 2 days to resolve complaints. We still have more to do and we will continue to focus on improving the experience for our customers this year. Many of you were affected by the technical issues with our computer systems in June As soon as we became aware of the problem we did everything we could to ensure you could still access your money, including extending our branch opening hours, and opening on Sundays. We also made sure you weren t left permanently out of pocket as a direct result of these technical issues by checking all affected accounts, reviewing claims and refunding charges levied as a result of the problem. We want to make sure this doesn t happen again which is why over the next 3 years we are investing over 300 million to upgrade, enhance and strengthen the resilience of our systems. Some of these changes have already been made and we are committed to delivering further improvements in the future. 3

4 We will do more to help when you need us most We will refund money lost from your account if you have been a victim of banking fraud, in keeping with our obligations. If the worst happens we want to take the worry away as soon as possible. Our dedicated teams and systems work 24 hours a day, 7 days a week to protect you from fraud. We have continued to learn and adapt to deal with the latest fraud trends and the changing circumstances they bring. Last year we refunded all customers who were victims of banking fraud through no fault of their own. We will provide you with a free Emergency Cash service if your debit card is lost or stolen, and send you a new card the next day. If your card is lost or stolen the most important thing to you is to get a new one back in your wallet or purse as soon as possible. Over 1 million customers had their replacement cards despatched to them the next working day last year. We re sorry to say that 0.5% weren t despatched the next day. We apologise to the customers who were affected by this and would like to reassure all of our customers that we will dispatch replacement cards the next working day. With our innovative, Emergency Cash service, you can also withdraw cash from any of our ATMs without a card. So, if your card goes missing, you re not stuck without funds. Over 90,000 customers took advantage of this service withdrawing more than 7.5m during We will be proactive in doing what we can to help customers who may be facing financial difficulty. We are here for you if you find yourself in financial difficulty. If you re having problems making payments or struggling to pay bills our staff will do all they can to help you. Last year our dedicated team spoke to over 165,000 customers who were showing early signs of financial difficulty to offer support and guidance. 4

5 We will provide convenient and quick service, however you choose to bank with us We will serve 90% of customers in 5 minutes or less in our branches. Your time is extremely important and we continued to work hard to reduce the amount of time you waited to be served in our branches. By the end of % of you had told us you were served within 5 minutes. We also installed 119 Cash and Deposit Machines to help you pay in cash and cheques without having to wait for a cashier as well as recruiting an additional 125 staff to reduce the queues in our busiest branches. We will answer at least 90% of customer calls in less than a minute, from our UK-based telephone centres, 24 hours a day, seven days a week. Last year we received over 31 million telephone calls and answered 89% of these within a minute. All our call centres remain in the UK with staff you can speak to 24 hours a day seven days a week. We will continue to offer new and innovative mobile banking services that make banking faster and more convenient, wherever you are. Our mobile app is changing the way many of our customers choose to bank with us. In 2012 we added more functionality to make banking from your mobile even easier. Customers can check balances, transfer money, view up to 7 years of historic transactions, make payments and even withdraw cash without needing to use their debit card. You can find out more about our mobile app by visiting natwest.com/mobile or rbs.co.uk/mobile 5

6 We will help to strengthen the communities in which we live and work We pledge to maintain banking services wherever we are the last bank in town, that is, where the nearest alternative is more than 1 mile away. We have continued to support the 247 communities where we are the last bank in town. We also continue to support remote communities across the UK with our 19 mobile banks. We will provide every secondary school pupil with access to MoneySense, our financial education programme. Financial education has never been more important so we expanded our commitment to include all secondary school pupils. Over the past year more than 40,000 MoneySense lessons have taken place with over 341,000 children learning how to manage their finances. We will continue to offer all our staff a day of paid leave to help projects in their local community. We are proud to support the communities in which we live and work. In 2012 our people volunteered more than 9,500 days worth of support to charities and good causes in their local communities. 6

7 Independent Assurance Statement Independent assurance statement by Deloitte LLP ( Deloitte ) to The Royal Bank of Scotland Group plc ( RBS ) on the Customer Charter Report 2012 ( Customer Charter Report ) for the 12 months ended 31 December What we looked at: scope of assurance work RBS Group has engaged us to perform limited assurance procedures on the following performance metrics that appear in the Customer Charter Report for RBS and NatWest Retail Bank for the year ended 31 December Performance Metrics Percentage satisfaction with branch service Percentage satisfaction with telephony service Volume of branch staff accreditations Percentage satisfaction with complaint resolution for branches Percentage satisfaction with complaint resolution for telephony Percentage of complaints resolved within two days Percentage of customers refunded who had money taken fraudulently from their account Volume of emergency cash withdrawals Value of emergency cash withdrawals Percentage of replacement cards despatched the next day by first class post Volume of calls handled by the dedicated pre-emptive team Percentage of customers served within 5 minutes Percentage of calls answered in less than 60 seconds Introduction of new Mobile Application services - Pre Mandated Payments, Pay Your Contacts and Historic Statement Data Volume of MoneySense lessons delivered Volume of pupils that received lessons Volume of employee volunteering days in the bank s time 7

8 What we did: assurance process and standards Engagement assurance standards We conducted our work in accordance with the International Standard on Assurance Engagements 3000 (ISAE 3000) issued by the International Auditing and Assurance Standards Board (IAASB) for carrying out assurance engagements on non-financial information. This is a limited assurance engagement, which is designed to give a similar level of assurance to that obtained in a review of interim financial information. A limited assurance procedures engagement excludes procedures such as testing of source data and operating effectiveness of controls and is substantially less in scope than a reasonable assurance engagement. Accordingly we do not provide reasonable assurance on those matters specified in this statement. Assurance procedures Limited assurance standard requires that we review the systems, processes and controls that deliver the performance data and results. Our work consisted primarily of making inquiries of company personnel and carrying out analytical procedures and sample tests as follows: understanding, analysing and testing on a non-statistical sample basis the collation, validation and reporting of the performance data by RBS in accordance with their definitions and basis for calculation which can be found at: rbs.com/2012basisofreporting; and reading and analysing the content of the Report against the findings of our work, industry practices and other relevant information and, as necessary, making recommendations for improvement. In addition, in relation to commitment numbers 8 and 10 we reviewed a non-statistical sample of assertions made within the report and compared these to supporting evidence provided by RBS. We did not review the preparation of data or the accuracy of supporting evidence for these assertions. What we found: our conclusions Based on the scope of our work and the assurance procedures we performed, nothing has come to our attention that causes us to believe that the selected performance indicators listed in the table above are in all material aspects, not fairly stated. Roles and responsibilities RBS s responsibilities The Directors are responsible for the preparation of the Customer Charter Report and for the information and statements contained within it. They are responsible for determining the Customer Charter goals, performance and for establishing and maintaining appropriate performance management and internal control systems from which the reported information is derived. Deloitte s responsibilities and independence Our responsibility is to independently express a conclusion on the Customer Charter Report as defined within the scope of work above to Royal Bank of Scotland Group plc in accordance with our letter of engagement. Our work has been undertaken so that we might state to RBS those matters we are required to state to them in this statement and for no other purpose. To the fullest extent permitted by law, we do not accept or assume responsibility to anyone other than RBS for our work, for this statement, or for the conclusions we have formed. Deloitte LLP, London, 10 April

Select Account. The essential guide to your new account

Select Account. The essential guide to your new account Select Account The essential guide to your new account 2 Welcome to your Select Account Your new account gives you the convenience of being able to withdraw money from any cash machine in the UK, as well

More information

Topic 2(d) Bank accounts

Topic 2(d) Bank accounts Topic 2(d) Bank accounts Storing money in a bank or building society If you have money you don t want to spend immediately, the best thing you can do with it is put it in a bank account. This will keep

More information

Welcome to your Business Debit Card

Welcome to your Business Debit Card Help for what matters Welcome to your Business Debit Card Start using your new Business Debit card today This leaflet explains the features and benefits of your new Business Debit card. Please take a few

More information

Nationwide Paym. Terms and Conditions. How will Nationwide use your personal information? Terms and Conditions

Nationwide Paym. Terms and Conditions. How will Nationwide use your personal information? Terms and Conditions Nationwide Paym Terms and Conditions How will Nationwide use your personal information? In signing up and agreeing to these terms and conditions, you give your express consent to the use and disclosure

More information

New Current Account Frequently Asked Questions

New Current Account Frequently Asked Questions Q1 What changes are happening? Following a review of our current accounts, we have introduced a new and simplified account structure. As part of the new account range, a new Service Tariff has been introduced.

More information

Summary: Presenter: Start Time: Duration: Winifred Robinson: Les Matheson, Chief Executive of personal and business banking at RBS and NatWest:

Summary: Presenter: Start Time: Duration: Winifred Robinson: Les Matheson, Chief Executive of personal and business banking at RBS and NatWest: Summary: Interview with Les Matheson, Chief Executive of Personal and Business Banking at RBS and NatWest. Presenter: Winifred Robinson Start Time: 12:18:15 Duration: 11 minutes Ministers have written

More information

Important changes that benefit businesses who pay in cheques When you pay in a cheque these changes now help provide clarity on:

Important changes that benefit businesses who pay in cheques When you pay in a cheque these changes now help provide clarity on: Important changes that benefit businesses who pay in cheques When you pay in a cheque these changes now help provide clarity on: 1) When your current or business account will start to earn interest on

More information

INTERNATIONAL. Helping your money travel around the world. International payments travel money and CHAPS. Talk to us today

INTERNATIONAL. Helping your money travel around the world. International payments travel money and CHAPS. Talk to us today INTERNATIONAL Helping your money travel around the world International payments travel money and CHAPS Talk to us today Access your money, at home and away Maybe you have family overseas and want to send

More information

Cash ISA. Key features of our

Cash ISA. Key features of our Key features of our The Financial Conduct Authority is the independent financial services regulator. It requires us, The Co-operative Bank, to give you this important information to help you decide whether

More information

Classic Account. With you when you want a good all rounder.

Classic Account. With you when you want a good all rounder. Classic Account With you when you want a good all rounder. You ll find everything you need to know about your new Classic Account in the following pages. Welcome 1 Your Bank of Scotland debit card 2 Choose

More information

Student Account A guide to benefits. All you need to be Uniproof

Student Account A guide to benefits. All you need to be Uniproof Student Account A guide to benefits All you need to be Uniproof Everything you need to know about your new account Your Student Account comes with a host of features and benefits, some you get automatically

More information

FLEXONE. Terms and Conditions and How to use your account

FLEXONE. Terms and Conditions and How to use your account FLEXONE Terms and Conditions and How to use your account How this document works This document contains important information to help you understand the key features of the FlexOne account and to understand

More information

Your guide to getting the most from your card

Your guide to getting the most from your card Your guide to getting the most from your card Ulster Bank debitcard Welcome to your Ulster Bank debitcard Your Ulster Bank Debitcard is accepted in 30 million retail outlets around the world, wherever

More information

Your RBS Basic Account Visa Debit Card

Your RBS Basic Account Visa Debit Card Your RBS Basic Account Visa Debit Card 1 Welcome to your RBS Basic Account Visa Debit Card You can start using your new card immediately. However, for security reasons some card users may need to activate

More information

Your guide to getting the most from your card

Your guide to getting the most from your card Your guide to getting the most from your card Ulster Bank debitcard Welcome to your Ulster Bank debitcard Your Ulster Bank debitcard is accepted in 30 million outlets around the world wherever you see

More information

credit card Your Welcome Guide

credit card Your Welcome Guide credit card Your Welcome Guide We d like to welcome you as a new Co-operative Membership credit card holder. Welcome This guide tells you all you need to know to make the most of your Co-operative Membership

More information

Give me the facts Effective 10 November 2014

Give me the facts Effective 10 November 2014 Give me the facts Effective 10 November 2014 Contents Page Welcome 3 Discover the difference 3 Ways to bank 3 Making payments 5 Payments by cheque 8 Overdrafts 9 Switching Process 11 Additional information

More information

Interest is paid tax-free^

Interest is paid tax-free^ Account Name Interest rates (AER*) Summary Box Key Product Information for our Savings Account(s) smile Cash ISA 0.50% tax-free^/aer* variable if you are a smile current account customer. 0.31% tax-free^/aer*

More information

smile cash ISA Key features of our

smile cash ISA Key features of our Key features of our smile cash ISA The Financial Conduct Authority is the independent financial services regulator. It requires us, smile, to give you this important information to help you decide whether

More information

credit card Your Welcome Guide

credit card Your Welcome Guide credit card Your Welcome Guide We would like to welcome you as a new Co-operative Membership credit cardholder. welcome This guide tells you all you need to know to make the most of your Co-operative Membership

More information

HSBC Visa Debit Card. Making the most of your card. HSBC Customer Service Centre. Go to hsbc.com.au/debit

HSBC Visa Debit Card. Making the most of your card. HSBC Customer Service Centre. Go to hsbc.com.au/debit HSBC Customer Service Centre Go to hsbc.com.au/debit Call 1300 308 008 from Australia +61 2 9005 8131 from Overseas 24 hours a day, 7 days a week ^Visa Zero Liability subject to investigation of unauthorised

More information

Barclaycard Business Credit Card Terms and Conditions

Barclaycard Business Credit Card Terms and Conditions Barclaycard Business Credit Card Terms and Conditions 1 Contents 1. Introduction 3 Your card 3 Business credit limit 3 Monthly payment 4 2. Your interest charges 4 Interest rates 4 Promotional balance

More information

TOP TRUMPS Comparisons of how to pay for goods and services online

TOP TRUMPS Comparisons of how to pay for goods and services online Cash Cash is legal tender in the form of bank notes and coins Small value purchases e.g. cafes, shops Pocket money Repaying friends Cash is physically transferred from one person to the next, usually face-to-face

More information

Your Virgin Essential Current Account

Your Virgin Essential Current Account Your Virgin Essential Current Account The Terms July 2015 These are the Terms of your Virgin Essential Current Account. These Terms, along with our Welcome guide, make up our agreement with you. We give

More information

For Cashback Plus Credit Cards - the Terms and General Conditions which apply to your Cashback Plus Credit Card account.

For Cashback Plus Credit Cards - the Terms and General Conditions which apply to your Cashback Plus Credit Card account. Cashback Plus Terms 1. Introduction Cashback Plus is operated on behalf of us, National Westminster Bank Plc by Sports Loyalty Card Limited (trading as Reward), a private company incorporated in England

More information

How To Know Your Credit Card Rights In The Uk

How To Know Your Credit Card Rights In The Uk Credit cards Your rights- a consumer guide Credit cards are a very safe and convenient way of paying for things in shops at home, online or around the world. Unlike cash or cheques, if something goes

More information

Your RBS Visa Debit Card

Your RBS Visa Debit Card Your RBS Visa Debit Card 01 Welcome to your RBS Visa Debit card You can start using your new card immediately. However, for security reasons some card users may need to activate their card before they

More information

Ulster Bank has confirmed that no customers will be permanently out of pocket as a result of the payments error.

Ulster Bank has confirmed that no customers will be permanently out of pocket as a result of the payments error. Monday 30 July, 2012 The situation Normal service has been restored for the majority of Ulster Bank customers, however some clean up work will be taking place over the next couple of days and some reconciliations

More information

NORTON MEDICAL CENTRE PATIENT SURVEY OF NEW APPOINTMENT SYSTEM

NORTON MEDICAL CENTRE PATIENT SURVEY OF NEW APPOINTMENT SYSTEM NORTON MEDICAL CENTRE PATIENT SURVEY OF NEW APPOINTMENT SYSTEM SUMMARY Responses were from both male and female patients from across the age spectrum. NB: Not all patients responded to the demographic

More information

JOINING US TOGETHER MOVING YOUR CURRENT ACCOUNT TO LLOYDS BANK

JOINING US TOGETHER MOVING YOUR CURRENT ACCOUNT TO LLOYDS BANK JOINING US TOGETHER MOVING YOUR CURRENT ACCOUNT TO LLOYDS BANK Downtime. It s a precious commodity. So when you re rushing from A to B it s good to know switching your bank account to Lloyds Bank is quick

More information

How to Use a Financial Institution

How to Use a Financial Institution How to Use a Financial Institution Latino Community Credit Union & Latino Community Development Center HOW TO USE A FINANCIAL INSTITUTION LATINO COMMUNITY CREDIT UNION & LATINO COMMUNITY DEVELOPMENT CENTER

More information

Business Banking. Business account charges

Business Banking. Business account charges Business Banking Business account charges Contents Services you don t pay for 2 Business Tariffs frequently used services 3 How to reduce your transaction charges 5 Charges for one off account services

More information

Treating customers fairly

Treating customers fairly Treating customers fairly August 2015 Our promise to treat you fairly At SSE we are committed to giving excellent service and treating customers fairly. We are proud of our track record on this. However,

More information

How To Use A Caf Bank

How To Use A Caf Bank CAF Bank features and benefits Thank you for choosing CAF Bank for your everyday banking needs. If you have any questions please do not hesitate to call our Customer Services team on 03000 123 456. About

More information

Select Silver Account. The essential guide to your new account

Select Silver Account. The essential guide to your new account Select Silver Account The essential guide to your new account The RBS Customer Charter Renewing our commitments to you We want to become Britain s most Helpful Bank. That s why we launched our Customer

More information

Your simple ISA guide

Your simple ISA guide Your simple ISA guide How to make the most of your tax efficient savings and investments New ISA allowance 15,000 Contents An introduction to cash ISAs 4 Cash ISA 6 Fixed Rate ISA 7 Stocks & Shares ISA

More information

www.payyourway.org.uk Understanding different payment methods

www.payyourway.org.uk Understanding different payment methods Understanding different payment methods different PAYMENT METHODS The range of ways in which we can make and receive payments is growing at a steady pace. Where we used to rely on just cash and cheques,

More information

ANZ EFTPOS card and ANZ Visa Debit card

ANZ EFTPOS card and ANZ Visa Debit card ANZ EFTPOS card and ANZ Visa Debit card Conditions of Use Where to find things in this document What you need to know about these Conditions of Use...1 How to contact us...1 A glossary of the terms we

More information

Credit cards explained

Credit cards explained Credit cards explained What is a credit card? As its name suggests, a credit card lets you buy things on credit meaning that you don t need to have the money upfront to pay for your purchases. If large,

More information

Switching your current account to Nationwide

Switching your current account to Nationwide Switching your current account to Nationwide Switch your current account to Nationwide in just 7 working days We understand that choosing to switch your current account can be a big decision and with so

More information

Your NatWest Visa Debit Card with contactless

Your NatWest Visa Debit Card with contactless Your NatWest Visa Debit Card with contactless Your new debit card has arrived Your Visa Debit card is a handy way to pay whether you re popping down to the shops or travelling abroad. Use your Visa Debit

More information

We want to know what you think

We want to know what you think We want to know what you think Please tell us what you think about npower. We have asked Ipsos MORI, a leading independent research company, to help us collect feedback to improve the services we provide.

More information

Keeping You Informed. Personal Current and Savings Accounts

Keeping You Informed. Personal Current and Savings Accounts Keeping You Informed Personal Current and Savings Accounts Changes to NatWest services This leaflet tells you about a number of changes and improvements we are making to the services we offer our customers.

More information

Switching your everyday banking

Switching your everyday banking CURRENT ACCOUNT Switching your everyday banking NEW FASHIONED BANKING SWITCH TO US Next steps for claiming your 100 M&S gift card We re waiting to send you your 100 M&S gift card all you need to do is

More information

How to open a bank account for International students. www.northumbria.ac.uk

How to open a bank account for International students. www.northumbria.ac.uk How to open a bank account for International students Which bank? We cannot recommend one bank in particular so please check out a few banks before making a decision. HSBC, Barclays, Halifax, Lloyds, TSB,

More information

The Spotlight Report. Q1, 2014 total reportable complaints data with a spotlight on the customer service journey

The Spotlight Report. Q1, 2014 total reportable complaints data with a spotlight on the customer service journey The Spotlight Report Q1, 2014 total reportable complaints data with a spotlight on the customer service journey 2 Spotlight Report Introduction We re working hard to reduce complaints by finding and fixing

More information

SCHOOL ACCOUNT SPECIALIST BANKING FOR YOUR SCHOOL OR ACADEMY

SCHOOL ACCOUNT SPECIALIST BANKING FOR YOUR SCHOOL OR ACADEMY SCHOOL ACCOUNT SPECIALIST BANKING FOR YOUR SCHOOL OR ACADEMY Contents Why choose Lloyds Bank for your school? Choosing Lloyds Bank 1 Our switching service 2 Ways to bank 4 Education relationship managers

More information

Current accounts. Helping you get more from everyday banking

Current accounts. Helping you get more from everyday banking Current accounts Helping you get more from everyday banking The RBS The RBS Customer Charter Customer Charter Our commitment to you We want to be Britain s most helpful bank. So we started by asking you

More information

Current accounts. Helping you get more from everyday banking

Current accounts. Helping you get more from everyday banking Current accounts Helping you get more from everyday banking To find out more visit natwest.com/currentaccounts or call 0800 200 400 or visit your local branch 1 The NatWest Customer Charter Our commitment

More information

how the One account works all your questions answered 08456 000 00 1 oneaccount.com

how the One account works all your questions answered 08456 000 00 1 oneaccount.com how the One account works all your questions answered 08456 000 00 1 oneaccount.com Contact us By telephone 08456 000 00 1 By typetalk 08456 000 00 1 By textphone 08456 10 10 56 By post By web The One

More information

u.s. bank focus card Frequently Asked Questions The Focus Card What is the Focus Card? How does the Focus Card work?

u.s. bank focus card Frequently Asked Questions The Focus Card What is the Focus Card? How does the Focus Card work? Frequently Asked Questions What is the Focus Card? The Focus Card is a reloadable, prepaid debit card issued by U.S. Bank. It provides an electronic option for receiving your pay. It is not a credit card,

More information

Gold Bank Account Helping you to simplify International Banking

Gold Bank Account Helping you to simplify International Banking GOLD BANK ACCOUNT Gold Bank Account Helping you to simplify International Banking At Santander Private Banking, we are committed to providing a consistently high level of service. We focus on building

More information

Gold Bank Account Helping you to simplify International Banking

Gold Bank Account Helping you to simplify International Banking GOLD BANK ACCOUNT Gold Bank Account Helping you to simplify International Banking At Santander Private Banking, we are committed to providing a consistently high level of service. We focus on building

More information

Business Banking. Business account charges

Business Banking. Business account charges Business Banking Business account charges Contents Services you don t pay for 2 Business Tariffs Service Charge 3-4 Additional services 5-6 How to reduce your transaction charges 7 Internet Banking 8

More information

How To Get A Bank Account At Hsbc Plc

How To Get A Bank Account At Hsbc Plc Basic Bank Account Everyday banking made easy Basic Bank Account Basic Bank Account is an account which is simple to understand and easy to manage. It gives you basic banking facilities to keep you in

More information

the Investec Private bank account designed for you

the Investec Private bank account designed for you the Investec Private bank account designed for you welcome The Private bank account was designed with one key attribute in mind; always working hard for you and your money. Not only through the benefits

More information

Basic Current Account Information and Specific Conditions

Basic Current Account Information and Specific Conditions Basic Current Account Information and Specific Conditions Current Accounts Information Contents The Basic Current Account 03 Opening your Basic Current Account 03 What to expect once we have opened your

More information

RBS NatWest Clear Rate and Cashback Plus Credit Cards Three Star Fairbanking Mark Research

RBS NatWest Clear Rate and Cashback Plus Credit Cards Three Star Fairbanking Mark Research RBS NatWest Clear Rate and Cashback Plus Credit Cards Three Star Fairbanking Mark Research The Fairbanking Foundation awards marks to products which can demonstrate that they act in customers best interests,

More information

Cash Account Cash Account

Cash Account Cash Account Cash Account Cash Account Looking after your money, everyday Contents Cash Account 3 What s not included? 5 Using your Cash Account 6 Getting more from your Visa debit card 7 How to pay money into your

More information

Kent Card Cardholder Guide

Kent Card Cardholder Guide Kent Card Cardholder Guide making the most of your card Contents Hello and welcome 3 First things first 4 Making the most of your Kent Card 5 Get another card for a nominated person 7 Topping up your Kent

More information

Managing your monthly charges

Managing your monthly charges MONTHLY PRICEPLAN Managing your monthly charges To put your business in greater control we d like to fully explain your business banking fees With our Monthly PricePlan you can choose a PricePlan that

More information

Cash Account. Looking after your money, everyday.

Cash Account. Looking after your money, everyday. Cash Account Looking after your money, everyday. Contents. Our Bank of Scotland Cash Account 2 What s not included? 3 Using our Bank of Scotland Cash Account 4 Getting more from your Visa debit card 5

More information

CLASSIC ACCOUNT PLAY I VE GOT THE CONFIDENCE TO DO WHAT I WANT

CLASSIC ACCOUNT PLAY I VE GOT THE CONFIDENCE TO DO WHAT I WANT CLASSIC ACCOUNT PLAY I VE GOT THE CONFIDENCE TO DO WHAT I WANT Classic Account Contents Welcome 1 Your Lloyds Bank Visa debit card 2 Ways to bank 4 Money Manager 8 Moving your money 10 Using cheques 12

More information

BANKING CHARGES. March 2015

BANKING CHARGES. March 2015 BANKING CHARGES March 2015 Contents Your guide to our charges 1 Current account fees 2 Overdrafts 5 Our Control Option 9 Examples Unplanned Overdraft Fees 11 Debit card and Cashpoint card charges 13 Other

More information

No selling. No jargon. Just the facts about basic bank accounts. Our guides here to help you. No selling. No jargon. Just the facts.

No selling. No jargon. Just the facts about basic bank accounts. Our guides here to help you. No selling. No jargon. Just the facts. November 2009 Our guides here to help you This guide is part of our Everyday money series. About the Financial Services Authority. Buying a home. Saving and investing. Pensions and retirement. If things

More information

Bank accounts Know your rights

Bank accounts Know your rights July 2012 Bank accounts Know your rights Want to know where you stand with your bank or building society? We explain your rights and how to use them. www.fsa.gov.uk/consumerinformation Follow us @FSAconsumerinfo

More information

I don t know my Employee Identification Number. How do I get it? Contact LAUSD Personnel, Human Resources, or your Supervisor.

I don t know my Employee Identification Number. How do I get it? Contact LAUSD Personnel, Human Resources, or your Supervisor. FAQ What is California Credit Union s Pay Card? CCU s Pay Card is a Visa -branded reusable debit card created exclusively for LAUSD employees. The employee has access to their pay 24 hours a day, 7 days

More information

Business Banking. Business account charges

Business Banking. Business account charges Business Banking Business account charges Contents Page Introduction 3 Summary of Business Tariffs 4 Start-ups 4 Treasurers Account Tariff 4 Business Current Account Standard Tariff 5-6 Business Plus Account

More information

Switching your everyday banking

Switching your everyday banking CURRENT ACCOUNT Switching your everyday banking NEW FASHIONED BANKING SWITCH TO US Next steps for claiming your 100 M&S gift card Thank you for opening your M&S current account. Now it s up and running,

More information

Your account charges explained.

Your account charges explained. Your account charges explained. To ensure you have everything you need to know about our charges, this brochure has been designed to let you know when and how they will be applied. The charges and tariffs

More information

People, payments and the future report

People, payments and the future report People, payments and the future report % % % of online smartphone users comment about their experience on social media of people say contactless payments are quick and efficient of shoppers use a loyalty

More information

Sample Credit Card Agreement

Sample Credit Card Agreement Sample Credit Card Agreement Please note this is a sample credit card agreement. It does not contain a credit limit, any interest rates, an APR or the Total Amount Payable as this information can vary

More information

Contents. Page. Page. Charges 2 Payments out of your account 2 Payments into your account 3 Other charges 4

Contents. Page. Page. Charges 2 Payments out of your account 2 Payments into your account 3 Other charges 4 Account Terms and Conditions Effective from 1 October 2015 Contents Charges 2 Payments out of your account 2 Payments into your account 3 Other charges 4 Overdrafts 4 Product Summaries 6 1st Account 6

More information

Gold Bank Account Helping you to simplify International Banking

Gold Bank Account Helping you to simplify International Banking GOLD BANK ACCOUNT Gold Bank Account Helping you to simplify International Banking At Santander Private Banking, we are committed to providing a consistently high level of service. We focus on building

More information

HSBC Debit Card User Guide. Restaurants Shopping Supermarkets

HSBC Debit Card User Guide. Restaurants Shopping Supermarkets HSBC Debit Card User Guide Restaurants Shopping Supermarkets HSBC Debit Cards Access your funds and pay for your purchases wherever you are Dear Customer, Welcome to the new era of the HSBC Debit Chip

More information

Terms & Conditions. For the Supply of Gas and Electricity to our Domestic Customers. A not for profit company1

Terms & Conditions. For the Supply of Gas and Electricity to our Domestic Customers. A not for profit company1 Terms & Conditions For the Supply of Gas and Electricity to our Domestic Customers A not for profit company1 Contents Introduction and definitions... 3 1. About your supply contract... 4 2. Energy tariff

More information

Business Banking. Business account charges

Business Banking. Business account charges Business Banking Business account charges Contents Page Introduction 3 Summary of Business s 4 Start-ups 4 Community Current Account 4 Business Current Account Standard 5-6 Business Plus Account 5-6 Foundation

More information

Sample Credit Card Agreement

Sample Credit Card Agreement Credit Cards Sample Credit Card Agreement Please note this is a sample credit card agreement. It does not contain a credit limit, any interest rates, an APR or the Total Amount Payable as this information

More information

Bank of Scotland Bank Accounts. Special conditions

Bank of Scotland Bank Accounts. Special conditions Bank of Scotland Bank Accounts January 2007 Special conditions Bank account conditions Always giving you extra 2 Welcome to the Bank of Scotland Thank you for choosing to bank with the Bank of Scotland.

More information

Under 19s Accounts. Get your money off to a good start.

Under 19s Accounts. Get your money off to a good start. Under 19s Accounts. Get your money off to a good start. What s where in this guide. Account at a glance 1 All you need to make banking easy 2 Cashpoint card or Visa debit card? 3 Using your Lloyds TSB

More information

Classic Account. With you when you want a good all rounder.

Classic Account. With you when you want a good all rounder. Classic Account With you when you want a good all rounder. You ll find everything you need to know about your new Classic Account in the following pages. Welcome 1 Your Bank of Scotland debit card 2 Choose

More information

Switching Your Account to us. A guide to the Current Account Switch Service

Switching Your Account to us. A guide to the Current Account Switch Service Switching Your Account to us A guide to the Current Account Switch Service Introduction Now you are switching to us, we will handle everything for you in 7 working days from the date your account is opened

More information

ACCOUNT CHARGES. Your account charges explained

ACCOUNT CHARGES. Your account charges explained ACCOUNT CHARGES Your account charges explained September 2013 Account charges To put your business in greater control we d like to fully explain your business banking fees. Here we ll outline how our charges

More information

Ask the Customer Experience Experts

Ask the Customer Experience Experts 1 Ask the Customer Experience Experts How the sum of all experiences impacts the bottom line How would you define customer experience? Is it the same as customer service? Does it refer to an interaction

More information

NatWest Finsbury Park

NatWest Finsbury Park NatWest Finsbury Park Branch Closure Customer and Community Engagement Branch Name: Address: Local CEO: NatWest Finsbury Park 298 Seven Sisters Road, London, N4 2AA Luke Renker Email: Luke.Renker@NatWest.com

More information

BUILDING A BETTER LIFE

BUILDING A BETTER LIFE MAKE BUILDING A BETTER LIFE HAPPEN For more information: visit any Nedbank and speak to a friendly consultant; use SMS banking dial *120*001#; call 0860 555 111; or go to nedbank.co.za. CONTENTS Be more

More information

Keeping Things Nice & Simple...

Keeping Things Nice & Simple... Keeping Things Nice & Simple... At Motordepot, it s all about you... We try to do things a little bit differently here at Motordepot. Every member of our team understands the importance of good old fashioned

More information

Local Housing Allowance. Accounts. Revenues and Benefits Corporate Resources Department. www.plymouth.gov.uk

Local Housing Allowance. Accounts. Revenues and Benefits Corporate Resources Department. www.plymouth.gov.uk Information on Bank Accounts Local Housing Allowance www.plymouth.gov.uk Revenues and Benefits Corporate Resources Department Why open a bank account? If you receive Housing Benefit under the Local Housing

More information

Basic Account Basic Account

Basic Account Basic Account Basic Account Basic Account Looking after your money, everyday Contents Basic Account 3 Using your Basic Account 5 Getting more from your Visa debit card 6 How to pay money into your account 8 Paying your

More information

ibank, ibank Plus & ibank Saver INTERNATIONAL BANKING SERVICES For a life beyond boundaries

ibank, ibank Plus & ibank Saver INTERNATIONAL BANKING SERVICES For a life beyond boundaries ibank, ibank Plus & ibank Saver INTERNATIONAL BANKING SERVICES For a life beyond boundaries About Barclays Wealth At Barclays Wealth we have developed a different approach to financial services. We understand

More information

RBS Edinburgh Heriot Watt University Branch Closure Customer and Community Engagement

RBS Edinburgh Heriot Watt University Branch Closure Customer and Community Engagement RBS Edinburgh Heriot Watt University Branch Closure Customer and Community Engagement Branch Name: Address: Local CEO: RBS Edinburgh Heriot Watt University Hugh Nisbet Building, Heriot Watt University,

More information

FAQs FOR CREDIT CARDS. al khaliji France FAQs for Credit Cards

FAQs FOR CREDIT CARDS. al khaliji France FAQs for Credit Cards FAQs FOR CREDIT CARDS FAQs for Credit Cards Card basics 03 Managing your credit limit 03 Using your card 04 Paying your bills 05 If there are problems 06 Fees & charges 06 Other benefits 06 02 1. Card

More information

CURRENT ACCOUNT SWITCH

CURRENT ACCOUNT SWITCH CURRENT ACCOUNT SWITCH NO LONG WAIT. NO FUSS. NO HASSLE. OUR SWITCH SERVICE MAKES MOVING YOUR ACCOUNT TO US SIMPLE. Now we can switch your account to the Halifax in just seven working days. Switch in just

More information

Ways to bank. With so many ways to do your banking you ll be spoilt for choice.

Ways to bank. With so many ways to do your banking you ll be spoilt for choice. Ways to bank With so many ways to do your banking you ll be spoilt for choice. Are you banking on your terms? At Westpac you can tailor the way you bank to suit your life. Whether you log on to Online

More information

General Terms and Conditions Current Accounts Terms and Conditions Savings Accounts Terms and Conditions

General Terms and Conditions Current Accounts Terms and Conditions Savings Accounts Terms and Conditions General Terms and Conditions Current Accounts Terms and Conditions Savings Accounts Terms and Conditions Effective from 10 November 2014 2 Contents Section/Clause Page Contact Information 3 Section 1 Payment

More information

Business Banking Reference Guide. The Works: Getting the most from your Business Account

Business Banking Reference Guide. The Works: Getting the most from your Business Account Business Banking Reference Guide The Works: Getting the most from your Business Account Business Banking Reference Guide Contents Your transaction tools and records 03 Types of transactions 09 Visa debit

More information

M&S CURRENT ACCOUNT AND M&S MONTHLY SAVER. Terms and conditions EFFECTIVE FROM 8 JANUARY 2015 NEW FASHIONED BANKING

M&S CURRENT ACCOUNT AND M&S MONTHLY SAVER. Terms and conditions EFFECTIVE FROM 8 JANUARY 2015 NEW FASHIONED BANKING M&S CURRENT ACCOUNT AND M&S MONTHLY SAVER Terms and conditions EFFECTIVE FROM 8 JANUARY 2015 1 NEW FASHIONED BANKING Contents Page Page Summary of our M&S Current Account Terms and Conditions 3 Contact

More information

Business Banking. Business account charges

Business Banking. Business account charges Business Banking Business account charges Contents Services you don t pay for 2 Business Tariffs Service Charge 3-4 Additional services 5-6 How to reduce your transaction charges 7 Internet Banking 8

More information

Customer Charter. Our promises, your rights. Qtel Customer Charter. Version 1.0. July 2009. 1

Customer Charter. Our promises, your rights. Qtel Customer Charter. Version 1.0. July 2009. 1 Customer Charter Our promises, your rights Qtel Customer Charter. Version 1.0. July 2009. 1 Dear customer At Qtel we are committed to meeting all of your telecommunications needs. Our aim is to provide

More information