Welcome. Getting to know your new Virgin Essential Current Account

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1 Welcome Getting to know your new Virgin Essential Current Account

2 Welcome to Virgin Money Thank you for opening a Virgin Essential Current Account. At Virgin Money, we believe everyone should have access to good value, straightforward banking. But in our experience, current accounts can often be complicated, with too many different features and fees. That s why we have developed the Virgin Essential Current Account. Simple and straightforward, it delivers the essentials of banking brilliantly. We are delighted to welcome you as a customer and look forward to serving you in Store, online and over the phone. Plus you can also enjoy access to our fantastic Virgin Money Lounges, as well as exclusive customer offers from around the world of Virgin. Read on to find out more. We hope you enjoy being a Virgin Essential Current Account customer. It s great to have you with us. Best wishes Jayne-Anne Gadhia Chief Executive Officer

3 Inside this Welcome guide Your new account at a glance 6 Summary of our services 7 Our charges 8 Switching your banking to us 9 Paying money into your account Paying cash in 12 Paying cheques in 12 Salary, benefits and other payments in 13 Easy, instant access to your money Your Virgin Debit Card 16 Making life easier when you shop 17 Convenient cash withdrawals 18 Taking your card on holiday 18 Peace of mind paying bills 19 Unpaid Direct Debits and standing orders 21 Putting you in control Checking your account 24 Your monthly statement 24 Online Service 25 Keeping your account secure 26 Joint accounts 28 Making changes to your account 28 Help when you need it 29 Protecting your money 29 The account that gives you more Your Lounge, your way 32 Attractive offers from around the world of Virgin 33 Better banking as standard 34 This guide should be read together with your Terms.

4 Your new account at a glance Here is a reminder of the main benefits of your new Virgin Essential Current Account. Your own Virgin Debit Card Free withdrawals at almost all high street cash machines, and you can make purchases online, in shops and over the phone. And use it abroad too. Deal with a friendly face in Store Manage your account day-to-day at your local Virgin Money Store. Access your account at the Post Office too Use the counter services at over 11,000 Post Office branches nationwide. Check your account anytime, day or night View your balance online, on your mobile and at cash machines. Fair and simple charges We only charge for a handful of things your account is free to use on a day-to-day basis. All the perks of being a Virgin Money customer Exclusive use of Virgin Money Lounges, plus attractive offers from around the world of Virgin. Summary of our services With the Virgin Essential Current Account you can bank with us face to face at your local Virgin Money Store. You can also access your account at any Post Office branch, and we offer some specific services online, over the phone and by post. The table below shows what you can do and where. For more about any of these services, take a look at the relevant section in this guide. Service Store* Post Office Cash machine Online Phone Post Check account balance Check recent transactions Check Direct Debits and standing orders Withdraw cash (maximum) Pay cash in (maximum) 2, , Pay cheques in Make a Faster Payment (maximum) Set up or change standing orders Cancel standing orders and Direct Debits Make changes to your account 100,000 ** 10, ,000 *** **** * Not all Stores offer cash services you can check whether your local Store does at virginmoney.com ** You can only make a Faster Payment over the phone if you have used the same payment details before. New payments will need to be set up in Store. *** You can change the date, amount or frequency of an existing standing order over the phone. **** You can only change certain information over the phone for more details, please call us or visit your local Virgin Money Store. Note: if the account is a joint account, we will act on instructions given by either of you. 6 7

5 Our charges We have made every aspect of the Virgin Essential Current Account as simple as possible, including our charges. Here is a list of the few things we charge for. All charges will be applied immediately. Additional paper copy of your statement 10 Same-day electronic transfer (CHAPS) 30 Cash machine withdrawals abroad 1.50 per transaction. We do not charge if you use your debit card to make purchases abroad. Standard same-day transfers (by Faster Payment) are available free of charge. For more information on the different payment methods, see page 19. Switching your banking to us If you have another current account that you have not yet switched to us, it is quick and easy to do. We can transfer the balance and any Direct Debits and standing orders from your old account to us in just seven business days, thanks to our Current Account Switch Service. The service is completely free and backed by an industry-wide Current Account Switch Guarantee to ensure the move goes smoothly. If you are interested in switching, speak to the team at your local Virgin Money Store. To get started, we will just need your old bank details and preferred switch date. For more information on switching, see the leaflet included with this guide. There is no overdraft on the account. If your balance goes below 0 you will not have to pay interest or a charge, but you must bring your account back into credit immediately. 8 9

6 Paying money into your account Paying cash in Paying cheques in Salary, benefits and other payments in 10 11

7 Paying cash in You can pay cash into your current account at most Virgin Money Stores (not all Stores offer cash services you can check whether your local Store does at virginmoney.com). We will just need your account number (this is on the front of your Virgin Debit Card). We are unable to accept foreign currency in cash. You can also pay in up to 5,000 cash per day at most Post Office branches (some smaller branches have a 1,000 paying in limit). You will need your Virgin Debit Card with you. If you pay cash into your account at a Virgin Money Store before 3pm on a business day, you can withdraw it straightaway as cleared funds. If it is paid in on a non-business day or after 3pm on a business day, it will be credited to your account immediately, but it will not be available to withdraw as cleared funds until the next business day. If you withdraw it before it has cleared, this could take your account balance below zero. We will not charge you for this. Salary, benefits and other payments in One of the big advantages of a current account is having payments like your salary or your benefits paid straight into your account, electronically. We can accept a variety of different electronic payments into your account. For most of these, you will just need to give your account details to the company or individual sending you the money. You can find your account number and sort code on your Virgin Debit Card. If the money is being sent to you by CHAPS (a same-day electronic transfer for bigger, urgent payments), or from a bank outside the UK, you will need to give different account details. These can be found at myvirginmoney.com or simply get in touch with us and we will give them to you. Paying cheques in You can pay cheques into your current account at any Virgin Money Store or you can post them with a covering letter stating your name and account number to Virgin Money, Current Accounts, Jubilee House, Gosforth, Newcastle upon Tyne NE3 4PL. Please be aware of the following: If we receive a cheque before 3pm, we will process it the same day (after 3pm, or on a non-business day, it will be processed the next business day). After four business days, the money will be available for you to withdraw, but there is still a chance the cheque could bounce. After six business days*, you can be sure the money is yours. So if a cheque was paid in before 3pm on Monday (A), the money would be available to withdraw on Friday (B) and fully cleared in your account the following Tuesday (C). Mon Tue Wed Thu Fri Sat Sun Mon Tue Wed A B C * A cheque from someone who has recently switched bank accounts will take an extra two days to clear if it has come from their old account. Cheques from non-uk bank accounts can take up to six weeks to be credited to your account

8 Easy, instant access to your money Your Virgin Debit Card Making life easier when you shop Convenient cash withdrawals Taking your card on holiday Peace of mind paying bills Unpaid Direct Debits and standing orders 14 15

9 Making life easier when you shop Your Virgin Debit Card offers an easy way to pay for things online, over the phone, in shops and by post. It is a convenient alternative to carrying cash around. Your Virgin Debit Card Your Virgin Debit Card offers a convenient way to access the money in your current account. With your card, you can: Shop online, on the high street, over the phone and by post. Withdraw up to 250 a day at cash machines with the LINK or VISA symbol. Take out cashback at the till at participating retailers (this is part of your 250 cash machine limit). Take out an additional 250 at over 11,000 Post Office branches nationwide. Your Personal Identification Number (PIN) If you use your Virgin Debit Card at a cash machine or card terminal, you will be asked to enter your PIN. This is a 4 digit number you use to authorise each debit card transaction. A small number of retailers may not have Chip and PIN terminals and will ask you to sign a paper receipt, so it is important to sign the back of your card as soon as you receive it. For important information on keeping your card secure and protecting your PIN, see page 26. Can I change my PIN? Yes, you can change it at any time to a number you will find easier to memorise. You can do this at any Virgin Money cash machine and the majority of other LINK cash machines. Follow the simple instructions on screen, and remember to avoid a number someone else can easily guess like You can use your debit card at most retailers, as long as they carry the VISA symbol, and you can spend up to the balance in your account. For the majority of your card transactions, we will check there is enough money in your account immediately. If there is insufficient money in your account, we may decline the payment. Please note, your debit card will not work if the card terminal is not connected to the card network (e.g. on an airplane, boat, or some trains). If you make payments over the phone, online or by post, you will be asked for the 16 digit number and the expiry date on the front of your card, and the 3 digit security number on the back of your card (see the example below). Card number Expiry date Security number Regular debit card payments As well as purchases and cash withdrawals, you can also give companies your card details online, over the phone or by post to set up regular payments for certain things (e.g. magazine subscriptions). You will sometimes see these referred to as continuous payment authorities or recurring transactions. To cancel any regular payments you make with your card, please call us with the details at least one business day before the payment is due. We also recommend you contact the company the payments are made to and cancel the payments directly with them as well. What happens if I enter my PIN incorrectly? If you enter your PIN incorrectly three times at a retailer, your PIN will be locked. If you know your PIN, you can use the Unlock PIN option at a cash machine. If not, you can request a PIN reminder at your local Virgin Money Store or call us on If you enter your PIN incorrectly three times at a cash machine, your card will be locked. You need to call us or visit your local Virgin Money Store to request a PIN reminder. Once you get this, you can use the Unlock Card option at a cash machine to get your card up and running again

10 Convenient cash withdrawals Cash machines You can use your debit card at any cash machine with the LINK or VISA symbol, giving you access to over 65,000 cash machines in the UK. You can use most machines free of charge. If there is a charge, you will be told about it before your transaction goes ahead (this charge is made by the cash machine operator, not Virgin Money). Other ways to withdraw cash You can withdraw up to 2,000 over the counter at most Virgin Money Stores (you can check if your local Store offers cash services at virginmoney.com). As a convenient alternative to using a cash machine or Virgin Money Store, you can also take out up to 250 cashback per day at the till at participating retailers (cashback is limited to 100 per transaction and is part of your 250 cash machine limit the retailer may have their own lower limit). You can also withdraw an additional 250 per card per day over the counter at over 11,000 Post Office branches nationwide. If you use your card for cash equivalent transactions (e.g. travellers cheques, foreign currency, gambling) this will count towards your 250 daily cash machine limit. Taking your card on holiday You can use your card for shopping and withdrawing cash overseas, wherever you see the VISA symbol. Outside the UK, you will be charged for using your card to withdraw cash ( 1.50 per transaction). We do not charge you if you use your debit card to make purchases outside the UK. The exchange rate for overseas transactions is determined by VISA on the day they receive the transaction. Please tell us before you travel abroad to help avoid any issues with using your card while you are away you can call us on or visit your local Virgin Money Store. It is also sensible to take other sources of money, not just your debit card. Peace of mind paying bills Your Virgin Essential Current Account makes it easy for you to make payments from your account to companies and individuals. This means you can pay your bills (e.g. council tax, rent, electricity, water, phone) quickly and easily, and make regular or one-off payments to friends or family members. The most common ways to make payments from your account are by Direct Debit, standing order and Faster Payment. But we can make payments by CHAPS and Bank Giro Credit too. You can also use your Virgin Debit Card to pay a bill or make a one-off payment. Direct Debit is the easiest way to pay regular bills. It lets you spread the cost and many businesses offer a discount for paying by Direct Debit. Plus, your payments are backed by the Direct Debit Guarantee, so you will get a refund if there are any errors. For Direct Debits and standing orders, you need to have enough money in your account before 2pm on the day the payment is due to be made. Payment type Set up When will the payment arrive? Direct Debit For regular bills Standing order For regular payments to individuals Faster Payment For one-off payments to individuals or companies (max 100,000) CHAPS transfer For large, urgent one-off payments (min 250, 30 charge) Bank Giro Credit Alternative way to make one-off bill payments Debit card For bills and one-off payments With company you are paying In Store By post* By phone** (max 10,000) In Store By post* In Store By post* In Store, using tear-off slip on bill With company you are paying Same day payment leaves account Usually within a few hours, but no more than one business day Usually within a few hours, but no more than one business day Same day if instructed before 1pm on a business day, otherwise next business day This will be shown on the Bank Giro Credit slip This varies depending on the company. They will be able to let you know How do I cancel or amend it? Contact the company, or us, at least one business day before payment is due Contact us at least one business day before payment is due Contact us at least one business day before payment is due Contact us at least one business day before payment is due Payment cannot be cancelled or amended once submitted Contact the company, or us, at least one business day before payment is due When you set up a payment, remember to make sure you use the correct sort code and account number for the company or individual you are paying. If either of these numbers are incorrect, your money could be lost even if you have given us the correct name of the payee. * Forms available to download at myvirginmoney.com ** If you have used the same payment details before, you can make the payment over the phone

11 Unpaid Direct Debits and standing orders There may be times when we have to reject a Direct Debit or standing order payment because you have insufficient funds in your account at 2pm on the day the payment is due. We will not charge you for this. If a payment is rejected on your account, we will write to you straightaway to let you know. Please note, if there are several Direct Debits or standing orders due on the same day, but not enough money in the account to pay all of them, we will always pay the smallest ones first. If you try to make a payment by Faster Payment, CHAPS or debit card when there is not enough money in your account, the payment will simply be declined. We will not charge you for this

12 Putting you in control Checking your account Your monthly statement Online Service Keeping your account secure Joint accounts Making changes to your account Help when you need it Protecting your money 22 23

13 Online Service Getting started If you have not already registered for Online Service, it is quick and easy to do and means you can view details of your Virgin Essential Current Account online, anytime. Just go to myvirginmoney.com, select Current accounts, then Register and follow the instructions. Checking your account You can view your balance online, on your mobile, at most cash machines and at Post Office branches. You can also view your transaction history online and use Virgin Money Store cash machines to get mini statements detailing your last five transactions. After that, whenever you want to use Online Service, all you need to do is visit myvirginmoney.com, select Current accounts and enter your Customer ID, followed by the security information we ask for. What you can view online Online Service is designed to help you keep track of all your transactions. Once you have logged into myvirginmoney.com, you can: View your account balance. View your Direct Debits and standing orders. Check your last 12 months of transactions. Change your personal details (if you change your address, we will ask you to confirm this in writing). Send us a secure message. Please remember, you are unable to carry out any transactions (e.g. pay a bill) using Online Service. If you are unsure how to do something, you will find a lot of useful information available on the site to help you. Alternatively, just give us a call. Your monthly statement We will send you a free paper statement each month, showing the transactions on your account and a breakdown of any charges applied to your account. You should check your statements carefully. If you think there is something wrong you must let us know immediately so that we can correct any mistakes

14 Keeping your account secure We take the security of your current account very seriously. We have measures in place to make sure your information is protected, whichever way you choose to deal with us. But there are also things you can do to help. Taking care of your debit card You must keep your Virgin Debit Card secure at all times: Never let your card out of your sight when using it. Only shop on secure websites carrying the locked padlock symbol. Carefully dispose of any card receipts or documents showing your card details. Keep an eye on your expiry date and contact us if a replacement card does not arrive at least a week before it is due. If you think your card has been lost or stolen, please call straightaway. You can use this number 24/7 to report lost or stolen cards. Protecting your PIN We will send you a letter containing your PIN. You must keep your PIN secure at all times: Never tell anyone your PIN no one should ever ask you for it. Always enter your PIN discreetly and shield it from view. Never write it down in a way that is obvious to others or keep it with your card. If you think someone has discovered your PIN, tell us straightaway. Letters and statements Letters we send to you, including your monthly statement, will contain information about your account, so you should keep them safe or dispose of them securely. If you are writing to us to request a service by post, please make sure you sign the letter. Staying safe online If you are registered to use Online Service, there are several security checks we make to confirm your identity before you are able to access any information about your account. These include asking for characters from your online password, your customer ID and answers to your security questions. There are also some things you can do to keep your online information protected: You should never give your password, customer ID or security answers to anyone else. Change your password frequently (you can do this when you are logged in). If you are using Online Service in a public place (e.g. a cafe), never leave your PC unattended, change your account details or let anyone watch you type. Always log out of Online Service when you have finished. We will never ask for your password or answers to your online security questions by , over the phone or in writing. If you get an claiming to be from Virgin Money, asking you to confirm your log-in details, please do not respond. Simply it straight to You can find more information about staying secure online in the technical help section of our website when you are logged into myvirginmoney.com Speaking to us in Store If you are paying in cash at a Virgin Money Store, we will just need to know your 8 digit account number (this is on the front of your Virgin Debit Card). For other services in Store, we will ask to see photographic ID (e.g. a driving licence or passport). If you do not have any photographic ID, please call us or speak to us in Store. Getting in touch with us by phone For your security we record all telephone calls. When you call us, we will ask you for some basic personal details and a security question to confirm you are the account holder (this question will vary depending on the information or service you ask for)

15 Joint accounts If you have a joint account, you will both have your own individual debit card and PIN, as well as your own unique customer ID for Online Service, and you will have equal access to your account. You can each pay in, withdraw money and request other services so either of you could withdraw the available balance. We will carry out our standard ID and security checks whenever either of you contacts us by phone, in Store, by post or online. At any time, either of you can ask us to restrict the account so we only accept instructions that come from both of you. This means neither of you would be able to use your cards or manage your account over the phone or online. The account will stay in joint names until you both ask for it to be closed or changed to a single account in one of your names. Please be aware, you are both responsible for getting the account back into credit if your balance goes below 0. This means we can ask both of you to pay the full amount owed, or we can ask you for the money individually. If one of you pays part of it, we can ask the other for the balance. If necessary, we can take money from any other accounts either of you hold with us and use it to repay the outstanding balance. If either of you dies, the account will be transferred into the name of the other account holder. Making changes to your account If you need to change any of the details on your account (e.g. change your name or address), the simplest way to do this is to speak to one of our team at your local Virgin Money Store. Alternatively, you can download a Change of details form from our website to complete and send to us. Help when you need it We are always on hand to answer any questions you have and help you understand how your current account works. You can speak to one of our team in Store or over the phone, or send us a secure message by logging into myvirginmoney.com We also understand there may be times when money is tight and you could find yourself getting into financial difficulties. At Virgin Money, we will do everything we can to help and support you. If you have any concerns about your account, please call us on and we can talk through the different options available to you. We may get in touch with you if we notice any problems on the account (e.g. we are regularly unable to make payments from your account). You will also find lots of useful links at myvirginmoney.com, including contact details for independent organisations like Money Advice Service, National Debtline and StepChange Debt Charity (formerly the Consumer Credit Counselling Service). The important thing is not to worry just be open and honest with us and we will do everything we can to help you. Protecting your money If you are paying money into a bank or building society, it is important to know that your money is protected. To give you that peace of mind, we are covered by the Financial Services Compensation Scheme (FSCS). The FSCS can pay compensation to depositors if a bank is unable to meet its financial obligations. Most depositors are covered by the scheme. In respect of deposits, an eligible depositor is entitled to claim up to 85,000. For joint accounts each account holder is treated as having a claim in respect of their share so, for a joint account held by two eligible depositors, the maximum amount that could be claimed would be 85,000 each (making a total of 170,000). The 85,000 limit relates to the combined amount in all the eligible depositor s accounts with the bank, including their share of any joint account, and not to each separate account. For further information about the compensation provided by the FSCS (including the amounts covered and eligibility to claim) please call us on , ask at your local Virgin Money Store, refer to the FSCS website at FSCS.org.uk or call the FSCS on or Please note only compensation related queries should be directed to the FSCS

16 The account that gives you more Your Lounge, your way Attractive offers from around the world of Virgin Better banking as standard 30 31

17 Community and events Our Lounges are fast becoming a hub in the local community. As well as being a special place for our customers to enjoy, we have established links with local charities and groups who can use our facilities for free. We also put on exclusive events especially for our Lounge members, from exhibitions and talks to book signings. Contact your nearest Lounge to find out what events are taking place and to make your booking. Business and pleasure Every Lounge is fully wireless so you can surf the web on one of our ipads or your own laptop. Want somewhere to hold an informal meeting? You are welcome to invite guests along and find a spot where you can do some work, or talk with a colleague. And our staff are always happy to help with any little emergencies, like printing off last minute documents before a meeting. Our Lounges are designed for relaxing, not banking, but if you do need to service one of your Virgin Money accounts during your visit, just speak to one of our Lounge hosts. Your Lounge, your way We are on a quest to make banking better, and one way we are making that happen is by opening up Lounges for our customers to enjoy. Designed to be a place to rest and relax as you escape the hustle and bustle of the city, your new current account is the key to exclusive access. Simply register online at myvirginmoney.com and take your Virgin Debit Card and photographic ID to your nearest Virgin Money Lounge. One of our hosts will give you a membership card, show you around and settle you in. Find your nearest Lounge at myvirginmoney.com we look forward to welcoming you. Attractive offers from around the world of Virgin Your current account gives you access to terrific offers from around the Virgin family and beyond. That could mean a fantastic deal on a holiday, a one-off pampering day or a gym membership, a good book or a great bottle of wine. Just go to myvirginmoney.com to find the latest deals. Refresh and recharge As a Lounge member, you can recharge your batteries by sinking into one of our comfy armchairs and enjoying a cup of coffee or tea on us, or choose from a range of refreshments and snacks. You can watch TV to keep up with the latest news, and we have the day s newspapers and a selection of magazines and books for you to read. And if your phone is running low on charge, you can top that up too there are plenty of power points to use while you sit back and relax. Families and children There is even a play area for the little ones in your life, equipped with colouring books and crayons, and a games console so parents can take some time out while their children play. And you can pop in anytime to use our customer toilets and baby changing facilities

18 Better banking as standard At Virgin Money we are on a quest to make banking better we have taken our first steps and this is what we have been up to: Making banking easier We want to make managing your money as easy and painless as possible. Our Cash ISAs and savings accounts do not rely on short-term bonus rates to be competitive. Which means you will not have to move your savings every year to be sure you are still getting a good deal leaving you to get on with the things you would rather be doing. Telling it like it is We cut through the jargon to make everything clear. Our straightforward approach to investments can help you make the most of the stock market without being an expert. Fitting around you, not you around us We believe your bank should be flexible enough to fit around your changing needs, not the other way around. Our mortgages all come with built-in flexibility, allowing you to increase payments when you are able and reduce them if you need to. Treating you as a person, not a number We have been busy opening Virgin Money Lounges, exclusively for customers, with free refreshments and Wi-Fi. And because we are focused on making banking better for you, our Store teams are measured on customer satisfaction ahead of sales targets. Helping you make the right choices We want to arm you with the facts about money and help you achieve your goals. My Virgin Money is an online space designed to help you make more of your money and the Virgin world. Discounts and offers from other Virgin companies, fantastic competitions, news and money tips are all at myvirginmoney.com Giving something back We are committed to using our expertise to do some good in the world. Which is why we set up our not-for-profit fundraising website, Virgin Money Giving, and sponsor events such as the Virgin Money London Marathon

19 Getting in touch with us In Store Talk to our team at your local Virgin Money Store. Find your nearest Store at virginmoney.com By phone General enquiries Call * We are here from 8am to 8pm Monday to Friday, 8am to 4pm on Saturdays and 10am to 3pm on Sundays. Lost or stolen debit cards Call * straightaway. You can use this number 24/7 to report lost or stolen cards. Online Send us a secure message by logging into your account at myvirginmoney.com By post Write to us at: Virgin Money Current Accounts Jubilee House Gosforth Newcastle upon Tyne NE3 4PL Can I get this guide in a different format? If you need this guide in another format (e.g. braille, large print or audio) please contact our Disability Awareness Team: By By phone: * By text phone: * We are here from 9am to 5pm Monday to Friday. These contact details are not for general enquiries. * Calls are charged at your service provider s prevailing rate and may be monitored and recorded. Virgin Money plc Registered in England and Wales (Company No ). Registered Office Jubilee House, Gosforth, Newcastle upon Tyne NE3 4PL. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. VM3302V4 (valid from )

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