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

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1 Account Terms and Conditions Effective from 29 April 2016

2 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 Page Savings Accounts Summaries 7 Regular Saver Account 7 Savings Account 8 Bonus Savings Account 9 Everyday e-saver 9 Fixed Rate Savings Bond (Fixed Rate Savings) 10 e-savings Account 11 Everyday Savings Account 11 Important things in our Terms you should be particularly aware of 12 Payments 12 Set-off 12 Joint accounts 12 Changing the Terms 12 Closing your account 13 Security 13 Page General Terms Protecting your account Making payments Making payments to other UK accounts Your debit card International payments Cheques you write Payments into your account Cheques you receive What happens if things go wrong Joint accounts Balance information and statements Changes and how we ll tell you about them Closing your account Set-off Tax on credit interest Overdrafts Text Alerts Internet Banking Text Message Banking Your information Actions we take to prevent Financial Crime Contacting you Account transfers General Extra time The law that applies to these terms Complaints 48 Glossary 49 1

3 Charges The charges you ll pay will depend on how much you use your account. Please refer to the Give me the facts brochure for details about which payments can be made from which accounts. Payments out of your account Payment Types Telephone Banking Internet Banking Post Payments within the UK Electronic Fund Transfers 25 n/a 25 Payments overseas SEPA Payments 4 n/a 4 Priority Payments To another first direct or 10 n/a 10 HSBC account To non-first direct or non- HSBC accounts 25 n/a 25 These charges will be deducted from your account when you ask for the service. We may charge for all enquiries we receive about a payment unless we ve made a mistake, but will tell you what the charge is before we start investigating. For international payments, the recipient s bank, and any foreign bank we may use to send the payment, may also make a charge. You ll only have to pay these charges if you choose sender to pay all charges when you request your payment. Request for bank draft 20 each Non-sterling debit card payments (includes cash withdrawals) If we convert the payment to sterling for you, we ll use the Visa Payment Scheme Exchange Rate that applies on the day we carry out the conversion together with a Non-Sterling Transaction Fee of 2.75% of the sterling amount of the payment. You can get details of the Visa Payment Scheme Exchange Rate by calling us on (Text-phone ) or (Text Relay ) from outside the UK, (or by visiting the card support section of our website at 2

4 Cash machine withdrawals We ll charge a Non-Sterling Cash Fee of 2% (minimum 1.75, maximum 5) for: Islands and Isle of Man; and Islands and Isle of Man if we convert the withdrawal to sterling for you. This fee doesn t apply to withdrawals by First Directory customers where the transaction is from the 1st Account where the monthly First Directory fee is taken from. Some cash machine owners may apply a charge for withdrawals. They should tell you about this on the screen before you make the cash withdrawal. Payments into your account Non-sterling electronic payments Payments of over each Sterling electronic payments from banks outside the UK Payments of 100 or more 6 each If the payment is made in sterling we will deduct the above charge from the amount of the payment before we credit it to your account. If the payment is non-sterling we will credit the full amount of the payment to your account and then deduct the charge separately. We ll not charge for payments of up to EUR 50,000 or 500,000 Swedish Krona from a country in the EU provided the relevant BIC and IBAN numbers are provided with the payment. Foreign Cheques We can either negotiate or collect foreign cheques to be paid into your account. Please see the section on Foreign cheques on page 29 for more details. Charge per cheque for negotiation and collection Up to Over % (minimum 10, maximum 50) Return fee 10 In addition to our fees, any fees charged by our agent and/or correspondent banks and/or the bank on which the foreign cheque is drawn will also be deducted from your account. Euro Drafts All Euro drafts (drawn on banks in the UK) under 100 All Euro drafts (drawn on banks in the UK) 100 and over Cancelling an international or Euro Bank Draft Posting a warning on a lost or stolen international or Euro Bank Draft each 10 each plus any charges made by banks on which foreign drafts are drawn 3

5 Other charges Paper statements for esaver and Everyday esavings Accounts Interim statements (charges per month): Additional monthly/3 weekly Fortnightly Weekly Daily Cancelling a bank draft Posting a warning Special presentation of a cheque Stopping a cheque 2.50 per statement each 10 each, plus any charges made by banks on which foreign drafts are drawn 10 each 7 for cheques of 10 and above Branch payment cheque (drawn on savings accounts) Autotransfers (only available for existing Autotransfer customers from 1 November 2007) Status enquiry (including VAT) Original request for a UK bank draft No charge for stopping stolen cheques or lost blank cheques Cost dependent on your requirements please ask us for details each 20 each If you usually receive statements electronically and you request a paper copy of your statement, you will not incur a charge unless you request more than one paper copy of a statement. Overdrafts Overdrafts are only available on 1st Accounts. Overdrafts are a short-term way to borrow money on your account. Overdrafts are subject to status. You must not borrow on savings accounts. Overdraft Interest Whenever the overdrawn balance in your 1st Account exceeds 250, we ll charge you Overdraft Interest. Our current Overdraft Interest rate is 15.9% EAR (Effective Annual Rate) variable. If your 1st Account is linked to an Offset Mortgage, we ll charge Overdraft Interest at your offset rate on the entire overdrawn balance on your account (even the first 250). Representative Example If you use a formal overdraft with a limit of 1,200, the Overdraft Interest rate will be 0% EAR for the first 250 and 15.9% EAR variable for the remainder. 4

6 Overdraft charges In addition to any Overdraft Interest that applies on your 1st Account, we ll charge you an Informal Overdraft Usage Fee on any day your 1st Account is in informal overdraft. An informal overdraft happens when we agree to lend you money to cover a payment from your account and either: Our current Informal Overdraft Usage Fee is 5 a day. We won t charge a daily Informal Overdraft Usage Fee if: We won t charge: been in informal overdraft during a charging month; or overdraft charge or interest has been deducted. A charging month normally starts on the day in the month you originally opened your account unless we ve agreed otherwise with you. If there is a failure in the switching process we will refund any charges or interest you ve paid to us, and if you are a Northern Ireland customer your old bank should refund any charges or interest you ve paid to them. If you are a Northern Ireland customer and you use our switching service we will offer you an interest and charge-free overdraft for three months from the date that you open your account with us, subject to our usual credit assessment criteria. Subject to the Terms, we can, at any time, end your overdraft and ask for it to be repaid immediately. We can also ask you to repay part of your overdrawn balance at any time. If we end or reduce your overdraft this will usually be because of a change in your personal circumstances. Please see the section When you have to repay your overdraft on page 39. 5

7 Product Summaries The product summaries set out the key details of each account covered by the first direct Account Terms and Conditions (Terms). At the end of each summary we ve included any terms and conditions that are specific to that product. The product summaries form part of the Terms. You should read the product summary for the account(s) you re applying for, or already hold, carefully together with the rest of the Terms, the charges information in this booklet, the product brochure, the Give me the facts brochure, the Savings Interest Rates insert (savings products only) and all other information we give you when you apply for your account(s). You can ask us for additional copies of these documents at any time. 1st Account Price: but this isn t charged: first direct accounts don t count); divided by the number of days in the month) is more than 1,000. This does not include the balance on any other 1st Account(s) you hold with us; first direct mortgage, credit card, personal loan, savings account (not including our Regular Saver Account), First Directory or first direct car or home insurance policy; and another one jointly with someone else, these accounts are not in the same name. If you have joint accounts with different people, these accounts are not in the same name; or than 10. Account Features: service machines and by post. You can withdraw cash and pay in cash and cheques at HSBC and Post Office branches. You can also check your balance at Post Office branches. first direct savings accounts to help build up your savings. This means that once a month (whichever date you prefer) we can automatically sweep up any money you haven t spent from your 1st Account into any eligible first direct savings account (see below). Eligibility: 6

8 Savings Accounts Summaries Regular Saver Account Account Features: Transfer from your 1st Account to open your account. up to the Maximum Monthly Balance (see below). your Standing Order. second tier rate applicable to the Savings Account. balance will be transferred to another first direct savings account. you have with us. Eligibility: first direct 1st Account when you apply and you must continue to hold the 1st Account for as long as you have this account. Regular Saver terms and conditions: 1 We calculate interest daily on the cleared balance and pay it on the anniversary of the account opening. 2 You must continue to hold your 1st Account for as long as you have your Regular Saver Account. If you don t, we may close your Regular Saver Account. If you give us notice to close your 1st Account, we will take this as notice to close your Regular Saver Account. We will pay money from your Regular Saver Account (including interest) into your 1st Account before we close the accounts. 3 If you are switching your 1st Account using the Current Account Switch Service, and your 1st Account is in credit on the day the switch takes place, we will pay money from your Regular Saver Account (including interest) into your 1st Account. It will then be sent to your new current account with any other funds in your 1st Account. If your 1st Account is in debit on the day the switch takes place, we will close your Regular Saver Account on the working day after the switch takes place and we will use the money from your Regular Saver Account to repay the debt. We will then send any remaining money to you. If your Regular Saver is closed in these circumstances, we will pay you interest up to the date of closure at the second tier rate applicable to the Savings Account. 7

9 4 Once a month you must make a Standing Order from your 1st Account into your Regular Saver Account. This must be made each month on the same day that you opened your Regular Saver Account or the next Working Day. You can only make this one Standing Order payment into your Regular Saver Account in any one month and no other payments. 5 You can save between 25 and 300 into your Regular Saver Account each month up to a maximum total of 3,600. If your regular payments are less than 300, you can carry your allowance over and pay more in later months. 6 If you save more than the Maximum Monthly Balance, you will earn interest on the excess amount at the second tier rate applicable to the Savings Account. 7 Your account will mature and close automatically on the first anniversary (365 days) after you opened it. You will receive a closing statement by post when your account closes. 8 If you have one of the following first direct accounts (or any account we replace them with) in the same name as your Regular Saver Account, your money and any accrued interest will be transferred to that account: (a) Everyday e-saver (b) Savings Account If you have both of these accounts we will transfer your money to the one with the highest interest rate at the time. If you do not have any of the above accounts with us your account will be converted into a new Savings Account (or any account we replace it with) in the same name as your Regular Saver Account. It can take up to 5 Working Days for the account to convert and during that time you will earn interest on your money at the rate applicable to the new account. You will also have access to your money through telephone banking. 9 You can close your account at any time by calling us, writing to us or by using Internet Banking. If you close your account before the first anniversary of the date you opened it we will pay you interest up to the date of closure at the second tier rate applicable to the Savings Account. We will pay your money (including any interest) into your 1st Account unless you advise us to pay it into a savings account with us. Savings Account Account Features: first direct account. Eligibility: first direct 1st Account. 8

10 Bonus Savings Account Account Features: first direct account. Eligibility: Bonus Savings Account terms and conditions: If you do not close, or make a withdrawal from your Bonus Savings Account during a calendar month your interest rate for that month will be with bonus. If you do close, or make a withdrawal from your Bonus Savings Account during a calendar month, your interest rate for that month will be without bonus. Everyday e-saver Account Features: first direct account. Eligibility: Everyday e-saver terms and conditions: 1 We may send any communication relating to your account by secure e-message. You must access Internet Banking to check your secure e-messages and balance regularly and at least once every 30 days. 2 If you have no other first direct accounts, you are allowed to set up a single payment beneficiary or request a cheque to access your funds. 9

11 Fixed Rate Savings Bond (Fixed Rate Savings) Account Features: must be for 2,000 or above. to each particular issue of the Bond). specific Bond issue. before the end of the Fixed Term for a fee of 100. (or equivalent account if the Savings Account is no longer on sale at the end of the Fixed Term) for you and will pay your initial deposit and interest into that account. representative(s). If the deposit is made in joint names, we will only make repayment to the surviving depositor(s) or the personal representative(s) of the last survivor. hold with us. Eligibility: first direct 1st Account when you apply and you must continue to hold the 1st Account for as long as you have the Bond. us. We will only accept cleared funds to open a Fixed Rate Savings Bond. If you do not have cleared funds in the account you are transferring funds from, when we receive and process your application form, we will not be able to open the Fixed Rate Savings Bond. If funds will clear after the start date of a particular issue then you will not be able to participate in that issue. held in the same joint names and you apply through telephone banking. If you apply using Internet Banking you can only open the Bond in your sole name. that particular issue which will be set out in the issue s Information Sheet. Fixed Rate Savings Bond terms and conditions: 1 You must continue to hold your 1st Account for as long as you have your Bond. If you don t we may close your Bond. 10

12 e-savings Account (no longer on sale) Account Features: first direct account. Everyday Savings Account (no longer on sale) Account Features: first direct account. 11

13 Important things in our Terms you should be particularly aware of Payments In certain situations (set out on page 16) we may not make payments from your account. These include if you don t have enough money or in the case of the 1st Account you do not have an overdraft to cover the payment, or if we reasonably consider there s a security or fraud risk on your account or on the device you ve used to request a payment through Internet Banking or our Banking on the go App. If a payment doesn t reach a Recipient because you gave us incorrect information we are not responsible for this but we ll try and help you trace the payment. For full Terms about this see page 31. You should carefully check your statements as soon as you get them for payments you don t recognise and tell us about any errors within 13 months. For full Terms about this see page 30. In some situations you may be responsible for unauthorised payments from your account; for example, if you ve acted fraudulently or haven t kept your card (if you have one), Security Devices or Security Details safe. Full Terms about who s responsible for any unauthorised payments from your account are on page 31. Full terms about how cheques clear are on page 28. You ll usually be able to withdraw the amount of a cheque you ve paid into your account three Working Days later. However, a cheque can be returned unpaid after this time, meaning the money will be taken back out of your account. Most cheques can t be returned unpaid more than six Working Days after you ve paid them in. Set-off If you owe us money on one account (for example an overdraft, mortgage or credit card) and you hold money in another account (for example a savings account) we can use that money in accordance with the Terms to repay your debt. We ll provide you with information about set-off before we do this. For the full Terms on set-off see page 38. Joint Accounts We ll accept instructions from any joint account holder unless you ve told us not to or we re aware of a dispute between you. Each joint account holder is responsible for all payments and withdrawals made and any overdraft on the account. For the full Terms that apply to joint accounts see page 32. Changing the Terms We can change any of our charges, interest rates, account eligibility criteria and other terms and conditions for certain reasons. In most cases we ll tell you about changes in advance. For full Terms about changes we may make and the reasons we can make changes see page

14 Closing your Account In certain limited situations, we can close your accounts immediately; for example, if you ve seriously or persistently broken these Terms, or if we reasonably consider that if we continue to keep your account open we ll be breaking the law. In addition, we can close all products governed by these Terms by giving you at least two months notice. See page 36 for full Terms about closing your account. Security You must keep your card (if you have one), Security Devices and Security Details safe and secure at all times and let us know as soon as possible if they re lost or stolen. If you don t do this, you may be responsible for unauthorised payments made from your account. See page 31 for full Terms. General Terms No one else apart from you, us and, if you ve a joint account, any joint account holder, will have any rights under these Terms. You must not use your account for business purposes. If you want to authorise another person to operate your account you must sign a third party mandate. You ll be responsible for the actions of that person when they operate your account as if they were your own. 1. Protecting your account You must take all reasonable precautions to keep your cards, Security Devices, Security Details (including PINs, security numbers, passwords or other details including those which allow you to use Internet Banking and telephone banking) safe and to prevent fraudulent use of them. If you use our Text Message Banking Service, you must also keep your mobile telephone safe and prevent anyone else accessing your confidential information. Examples of how to do this are in the Give me the facts brochure. You must read through these carefully and make sure you follow them. You must take reasonable precautions to protect e-wallets and any devices: 1 upon which card details are stored 2 which can be used to view sensitive payment information and/or 3 which can be used to make payments from being accessed by anyone else (for example ensuring that you do not share passwords, PINs or enable other people to access your e-wallets or these devices by registering their fingerprint). To prevent fraudulent use of the first direct Banking on the go App, or e-wallets and devices used to access card details or make payments, you must not choose device security information that can be easily guessed by anyone else, or tell anyone else what your device security information is. 13

15 If you have already set up your device Security Details before registering to store card details on an e-wallet or downloading the first direct Banking on the go App, you must review these and ensure that you change any device Security Details that can easily be guessed or that you have already shared with anyone else and you must delete any fingerprint access that is not your own. It is sometimes possible to activate certain devices to make payments through them by linking them to another device where card details are already registered. We will treat any device as your device if you have either: 1 actively paired it with another device or e-wallet which has been registered to store card details or is enabled to make payments; or 2 linked it to the device to which the first direct Banking on the go App has been downloaded. This means the consequences of failing to keep linked devices safe will be the same as for all other card details and Security Details (for example, we may not be liable to refund you for unauthorised payments where you consent to them being used by others). You must also not activate a payment session on any device if you are not in full control of the device or it is not in your possession at the time. If you consent to another person using your device by allowing them to register their fingerprint in your device we will treat this as you failing to keep your card and Security Details safe. Before you: you must delete your cards from the device or from any e-wallets accessed from that device and de-pair it from any device or e-wallet which has been registered to store card details or is enabled to make payments. If the account relating to a card stored on a device or within an e-wallet is ended, you must delete the card from your devices and your e-wallets. We ll ask you to help us, and the police, with any investigation into the suspected misuse of your card (if you have one), Security Details or Security Device. If your card (if you have one), Security Device or Security Details have been lost or stolen or you suspect someone has used or tried to use them, you must call us straightaway on one of the numbers below. All lines are open 24 hours a day, 7 days a week. From the UK, Channel Islands and Isle of Man From abroad Textphone/Text Relay From the UK, Channel Islands and Isle of Man From abroad To help us continually improve our services and in the interests of security we may monitor and/or record your telephone calls with us. 14

16 2. Making payments How you can ask us to make an electronic payment from your account Internet Banking and our Banking on the go App you need to log in, enter the security information we ask for and the payment details. You then need to confirm this information is correct this is your agreement for us to make the payment. Telephone banking you need to call one of the telephone numbers on the back page of these Terms and provide the security information we ask for and the payment details. We ll repeat the payment information to you and you ll need to confirm it s correct - this is your agreement for us to make the payment. HSBC Self-service machines if you have a debit card you can use it to pay in cash and cheques, check your balance and make cash withdrawals. Post you can send a letter to us at the address on the back page of these Terms. You must include all the payment details and sign the letter this is your agreement for us to make the payment. Which of the above methods you can use varies by the type of payment see the Give me the facts brochure for details. For the payment details that we require please see the Payment information required from you section below. We may change the security information we ask you to provide to help prevent fraud. When we ll make payments We ll make a payment from your account if you authorise it in accordance with these Terms and: or There may be a delay in carrying out your instructions while fraud prevention checks take place. If you ask us to make a payment in the future, one of the above conditions must be met at the start of the day the payment is due to be made (i.e am). For future-dated Bill Payments, Standing Orders and sterling Direct Debits, we ll still make a payment due to be made on a Working Day (and won t recall a Direct Debit payment we ve already made that day) if, before 3.30pm that day: If the payment is due to be made on a non-working Day, we ll make the payment if you meet the above requirements on the next Working Day. We ll take into consideration all payments due to be made, or that we ve agreed to make, that day when we decide whether there s a sufficient available balance to make a particular payment. We ll decide which payments to make if it isn t possible to make them all. We ll try to use as much of the available balance in your account as possible. 15

17 Payments you make by cheque You must ensure you have sufficient funds in your account before making a payment by cheque. If, at the start of the day on which the cheque is presented for payment, there are insufficient cleared funds in your account, we shall make the payment as long as you pay sufficient funds into your account before 3.30pm. You also need to call us before 3.30pm to tell us you ve done this. If you don t call us, the cheque may be returned unpaid. There is no fee for cheques being returned unpaid. When we won t make payments We won t make a payment (and won t be responsible for any loss to you) if: payment through Internet Banking or our Banking on the go App; bank doesn t accept the types of payment we can make). Occasionally, for fraud prevention purposes, we may have to contact you to re-confirm some payments (for example high value payments) or ask for additional security information. If we leave a message asking you to contact us, you must do so as soon as possible. We may decline payment requests made through telephone banking or Internet Banking if you don t call us back. We ll usually make card payments provided there s no reason for us to think other transactions on your account are suspicious. If we don t make one of your payments For Standing Orders, Direct Debits and cheques we ll let you know in writing when we don t make a payment. For other payments we ll either tell you when you ask us to make the payment or make details available to you immediately after we ve made the decision not to make the payment. In all instances, you can call us for details of the reason(s) why we haven t made a payment and the procedure for correcting any factual errors that lead to it not being made. This information will be available immediately. We may be unable to let you know that we haven t made a payment and why for fraud prevention or security reasons. 16

18 General payments conditions All payment types can be made from our 1st Account. You can t make Standing Order and Direct Debit payments from savings accounts. Please see the individual product summaries for payments that can be made from each account. See the Give me the facts brochure for details of the types of payment that can be made and how you can ask us to make them. The payment systems we use to send domestic electronic payments use the Recipient s sort code and account number. The Recipient s bank may only use these details when applying the payment to the Recipient s account. You must make sure you give us the correct sort code and account number; if you don t, it s unlikely your payment will reach the intended Recipient even if you have the Recipient s name correct. We ll only process payments into your account using the sort code and account number or SWIFT Business Identifier Code (BIC) and International Bank Account Number (IBAN) (or national bank code and/or national account number if applicable). We may set limits on payment amounts which we ll make available to you when you ask us to make a payment. We may also set internal limits for security purposes, but won t make these available to you. If a payment has been made into your account by mistake: We may be asked by another bank to return a payment that has been paid into your account by mistake. Provided we reasonably believe this to be the case, we may: 1 deduct an amount up to the value of the mistaken payment from your account and return it after we have given you written notice of our intention to do this. If you do not agree that the payment has been made into your account by mistake you must contact us within the time period set out in the letter, otherwise we will return the payment; and 2 prevent you from using the amount of the disputed payment whilst we carry out the actions in paragraph 1 above. If the payment was received into your account more than two months ago we will always seek your specific agreement before we return it. If a payment is made into your account as a result of fraud we can deduct it from your account at any time. If we deduct a payment from your account and this leads to your account either: we ll treat this as an informal overdraft request from you. 17

19 Suspension of payment facilities We can ask you to return your card to us or suspend your use of your card (including card details in e-wallets, on merchant devices or on devices such as mobile telephones), telephone or Internet Banking if we think it s reasonably necessary because: reasonable period of time. In addition, we also have the right to restrict or suspend the use of a card registered on a device or with an e-wallet if: or a mobile network provider to whom you have been advised to report your device as lost or stolen and they take steps to suspend the cards registered in an e-wallet or on a device. We ll usually give you advance notice of any suspension and tell you why. However, we won t do so if this would compromise our reasonable security measures or it s unlawful to do this. Occasionally we may not be able to contact you to give you advance notice. You can ask us to lift any suspension once the reason for it has ended by calling us. 3. Making payments to other UK accounts You can make Internal Transfers, Bill Payments, Standing Orders, Direct Debits, Electronic Funds Transfers and Currency Account Transfers from your account to other accounts in the UK. In order for payments to be made, you must have sufficient funds in your account at the time the items are presented for payment. The presence of an automatic Internal Transfer (Automatic Transfer) does not guarantee the payment of items. You can also use Priority Payments to make payments to UK accounts in non-uk currencies. If you have set up an AutomaticTransfer between your first direct accounts, we ll make these at the close of business each day (usually after 11pm). Sterling electronic payments to accounts in the UK will be Internal Transfers and Electronic Funds Transfers. See the Account Features in the individual product summaries to check which types of payments you can make from your account. 18

20 Payment information required from you 1. The sort code and account number of the account you re making a payment to. These are the details we require to identify the Recipient s account. 2. The date you want us to make the payment. 3. The name of the person/organisation you re paying (and their address if we re making an Electronic Funds Transfer). 4. The amount of the payment. 5. Any reference. 6. The reason for the payment if we ask for it. If you don t have the sort code and account number but have made a payment to the Recipient within the last 13 months and we have set their information on your account, then we can make the payment without this information with your agreement. In addition, for Standing Orders, you need to tell us how often you want the payment to be made and for how long. The above doesn t apply to Direct Debits, which you set up directly with the person/ organisation you re paying. If you re making a payment to a company through Internet Banking you should check if the company is on our standard beneficiary list and, if it is, choose the payment details from that list. Payment type How long it takes the payment to reach the Recipient's bank Internal Transfers Immediate 11.45pm Bill Payments Immediate for Bill Payments to other accounts with us and/or HSBC Bank plc. Same day for other Bill Payments that we can pay via Faster Payments. Three Working Days for Bill Payments to HSBC Bank International branch. Cut-off time (UK) for us to start making the payment that day (see below) 11.45pm for Bill Payments made through the Faster Payments service pm for Bill Payments under 50,000 made to a Recipient who has an account with HSBC Bank plc, first direct or M&S Bank in the UK. 7.30pm if the payment is for 50,000 or over. 3.30pm for all other Bill Payments. 19

21 Electronic Funds Same day. Transfers Standing Orders Immediate to first direct and HSBC Bank accounts; two hours to HSBC Bank credit card accounts. Direct Debits Priority Payments Three Working Days to HSBC Bank International branch accounts. Same day for any other Standing Orders. On the Direct Debit payment date. To accounts within the EEA and in an EEA currency next Working Day. To accounts outside the EEA and/or in a non-eea currency up to five Working Days but this may be longer depending upon the country you are sending the money to. 3.30pm SEPA Payments Next Working Day. 3.30pm 2 days before the first payment is made through telephone banking or Internet Banking. In an HSBC branch or by post, the end of the Working Day before the first payment. We must receive the instruction from the Recipient by 10.30pm at least 2 Working Days before the payment date. Currency cut-off times apply. Please see Section 5 below. Cut-off times We begin processing Bill Payments not made through the Faster Payments service, Electronic Funds Transfers and Standing Orders on the Working Day we receive them. If you ask us to make one of these types of payments on a non-working Day we won t start to make it until the next Working Day. If we receive your payment instructions after the cut-off times set out above we ll start making the payment: or 20

22 Fraud checks Payments may be delayed if we carry out fraud checks. Cancelling a payment If you ve asked us to make a payment immediately you cannot cancel it unless the payment is a duplicate SEPA payment which you have sent in error (see Section 5, International Payments, for more information). If you ve asked us to make a payment in the future you can cancel it as follows: Internal Transfers and Bill Payments up to 11.45pm the day before we send the payment. Automatic Transfers up to 11.00pm the day we sent the payment. Electronic Funds Transfers up to 10.00pm by telephone banking the day before the payment is to be made. Standing Orders for payments due in the next 2 Working Days you must cancel via telephone banking before 11.00pm on the Working Day before the payment is to be made. Priority Payments up to 10.00pm the day before the payment is due to be made. Direct Debits up to 4.30pm the day before we send the payment by using telephone banking or via an HSBC Express Bank Machine (where available). Details of ways you can cancel are set out in the Give me the facts brochure. If the Recipient has switched their account If the Current Account Switch Service advises us that the person you re making a payment to has switched their account to another provider, we ll update your instruction with the new sort code and account number. 4. Your debit card We will issue 1st Account customers with a debit card. If you hold your account jointly, where applicable, we will issue both of you with a debit card. How you can use your card You can use your card at our self-service machines, LINK cash machines in the UK and cash machines displaying the Visa sign abroad. You can also use your card to make withdrawals at Post Office branches. You may need to enter your card PIN. Other providers may charge you to use their cash machines. You re responsible for paying these charges. We re not responsible if you can t use your card in another provider s machine. We set a daily cash withdrawal limit (this also applies to cash machine withdrawals you make at Post Office branches) and we ll tell you what this is when we send you your card. 21

23 You can also use your debit card to: call us to set this up; deducted from your account immediately. All donations will be paid into an account with us in that charity s name; and machines. You must ensure that you enter the correct mobile number as we won t be responsible, or provide a refund, if you enter an incorrect number. This service isn t available in the Channel Islands and Isle of Man. Charity donations and mobile telephone top-ups count towards your daily cash withdrawal limit. If we ve advised you that one of our self-service cash machines is out of order, you must not use your card in it. Where you can use your debit card Post Office branches You can use your card and its PIN at Post Office branches in the UK (but not in the Channel Islands or Isle of Man) to: You can also pay cheques into the account using a pre-printed paying-in slip. You must hand this and the cheque to a Post Office cashier in a paying-in envelope. Post Office Limited is our agent in providing these services to you. The Post Office is a registered trademark of Post Office Limited in the UK and other countries. Post Office Limited won t be able to give financial or banking advice to our customers about their account or about our business, products or services. They won t be responsible for our dealings with you and your account. Purchases You can use your plastic card to make payments to retailers that display the Visa sign, both in the UK and abroad. If your card displays the symbol, you can use it to make contactless payments up to the limit we set. We ll advise you of this limit when we send you your card. Contactless payments can be made at retailers who accept these types of payments you ll normally see the above symbol on their payment terminal. If you have registered for an e-wallet, you can use a card stored in it or a card stored on your device to make payments to retailers who display the Visa sign and accept contactless payments. Contactless payment limits may apply to transactions authorised using a card stored in an e-wallet or on your device. This can vary between retailers and payment card terminals that are used. We may therefore refuse a payment transaction if it exceeds the current contactless limit applicable to a specific retailer. 22

24 You can authorise a card payment in the following ways: You must also produce evidence of your identity if asked. If you want to make a contactless payment you must remove your card from your purse or wallet to make sure the right card is used and then tap it on the retailer s card terminal. In some cases you ll also be asked to enter your PIN or provide a signature for a contactless payment; or your personal and card details and the 3-digit security number on the back of the card. If you re making a payment over the internet you may have to register for Verified by Visa. If you don t we may not authorise your payment. Once registered, you may be required to enter certain characters from your Verified by Visa password when you make a card payment online. You can authorise a card payment using a card stored on a device or in an e-wallet by following the procedures notified to you by the device manufacturer or e-wallet provider. For example, this will include: watch) within a few centimetres of a card reader and entering the Security Details requested (this includes any device security information and any fingerprints stored in your device). You may also be required to activate your phone or device first or enter Security Details before presenting the device to a card reader; to pay by that method and entering the Security Details requested for that type of payment (which may include your device Security Details). If you have stored more than one card on a device or in an e-wallet, you may be required to select a default card. When you authorise a payment, it will relate to your default card unless you actively select a different card. We won t be responsible if a retailer refuses to accept your card. Foreign currency debit card payments You can use your card to make payments or cash withdrawals in a foreign currency. If you want us to convert the payment/cash withdrawal to sterling you must select to pay in the foreign currency. Visa will carry out the conversion and we ll deduct the sterling amount from your account. If you select to pay in sterling, the conversion will be done by the retailer or self-service machine owner. For more details about the exchange rate that will apply and our fees see the Payments out of your account section at the beginning of these Terms. Cancelling a debit card payment or withdrawal You cannot cancel a cash withdrawal after you have pressed the button on the keypad agreeing to it, or a card payment once you ve authorised it. You can tell us you want to cancel a recurring debit card payment (also known as a continuous payment authority ) up to the end of the Working Day before the next payment date. Alternatively, you can cancel the recurring payment directly with the retailer who asks us for the payment. 23

25 When we deduct card payments and cash withdrawals from your account: Type Card payment in the UK, Channel Islands or Isle of Man Card payment outside the UK, Channel Islands or Isle of Man Sterling cash withdrawals from self-service machines in the UK, Channel Islands and the Isle of Man Sterling cash withdrawals from the Post Office Non-sterling cash withdrawals at selfservice machines worldwide Cash withdrawals made over the counter in an HSBC branch When we carry out the deduction Normally the first Working Day after the retailer's bank asks for the payment to be made. We'll make the payment to the retailer's bank the same day. When we receive details of the payment from Visa, at the latest the next Working Day. Same day Same day When we receive details of the withdrawal from Visa, at the latest by the next Working Day (whether you have chosen to convert your cash withdrawal into sterling or not). Same day 5. International payments You can use Currency Account Transfers, SEPA Payments and Priority Payments to make payments in a foreign currency or to make payments abroad. See the Account Features in the individual product summaries above to check which of these payments you can make from your account (if you can make any). Payment details You must provide us with the following information for us to be able to make a foreign currency or international payment from your account: code or national bank code; 24

26 You must ensure that this information is correct. If the BIC and/or IBAN (or national bank code and/ or national account number if applicable), are not correct, it is unlikely your payment will reach the Recipient s account. Please also see the General payment conditions section earlier in these Terms for information about which details banks use when applying payments to Recipients accounts. Payment timescales Payment type How long it takes the payment to reach the Recipient's bank Currency Account Next Working Day. Transfer SEPA Payment Next Working Day. Priority Payment and in an EEA currency. may be longer depending on the country the money is being sent to. Currency Cut-off times Currency cut-off times vary depending on the currency you ask us to make the payment in and are as follows: If we receive your payment instructions after the cut-off time we advise you of, we ll start making the payment on the next Working Day. Exchange rates for international payments You can ask us to convert a payment into a different currency before we send it. The first direct Exchange Rate applies to all conversions. These are variable rates that change frequently. If you ask us to make a payment immediately, we ll provide details of the first direct Exchange Rate and you ll have the opportunity to accept or reject it before confirming you want us to send your payment. If you have asked us to make a future-dated or recurring international payment, we will apply the first direct Exchange Rate at the time we make the payment. If: set out in the When we won t make payments section above 25

27 we will convert that payment back into sterling using the first direct Exchange Rate that applies at that time. The amount added back to your account could be less than the original amount of the payment depending on the first direct Exchange Rate that applies at that time. We are not responsible for this. You can get details of the first direct Exchange Rate by calling us. If you ve asked us to make a payment on a date in the future, you can check the first direct Exchange Rate by calling us before midnight the day before we make the payment. Cancelling a payment If you ve asked us to make a payment immediately you cannot cancel it with the exception of SEPA credit transfers, which can be cancelled within 10 Working Days if: - you ve made two identical SEPA credit transfers in error; or - someone else has fraudulently made a SEPA credit transfer from your account; or - we suffered from technical problems which led to the payment being made incorrectly. We ll need to establish that the SEPA credit transfer you ve asked us to recall was made as a result of one of the above scenarios before we can begin the recall process. 6. Cheques you write How long it takes for a cheque to be deducted from your account How the cheque is paid in Into an HSBC branch Cashed by you at an HSBC branch Cashed by you at a Post Office branch (you must agree this with us in advance) Specially Presented All other cheques When the cheque is deducted from your account Same day Same day Usually three Working Days after you pay it in, provided you pay it in before the relevant Post Office branch cut-off time On the day we receive your cheque Usually two Working Days after the Recipient of the cheque pays it into their account. 26

28 General conditions about cheques You mustn t write a future date on a cheque as the person you re giving it to may pay it into their account before that date. We won t be responsible if we pay one of your cheques before the date you ve written on it. If you want to make a future-dated payment you should call us or use Internet Banking. You must take reasonable precautions to stop anyone altering or forging your cheques. You must only write cheques in sterling. You must tell us as soon as possible if you want to stop a cheque. We won t be able to stop a cheque after 1.30pm on the day we receive it for payment. If one of your cheques is lost or stolen, or you think someone has signed one of your cheques without your permission you must call us immediately. We can refuse to pay a cheque you ve written if the date on it is more than six months old; however, we can still make the payment. If you re asked to write a replacement for a lost cheque, it s your responsibility to cancel the original cheque first. Banking of cheques for payment will be subject to the rules and clearing processes of any cheque clearing system(s) used. 7. Payments into your account Cash Method of payment in Over the counter at an HSBC branch At an HSBC selfservice machine that accepts payments in and which automatically counts your cash At an HSBC selfservice machine that accepts payments in When the cash will show in your account and be available for you to withdraw Immediately. Immediately. The same Working Day, provided you pay in before the cut-off time displayed on the machine. If you pay in after the cut-off time the cash will show in your account the next Working Day. Procedure Complete a paying-in slip. Depending on the machine requirements, you must either insert your sort code and account number or use your card (if you have one). Complete a paying-in slip. 27

29 Using your card at any Post Office branch Immediately. Swipe your card through the card reader and hand your cash to the cashier. A maximum limit of 1,000 applies to cash payments in at Post Office local branches. At other banks if they allow you to do so they may charge you Immediately after we receive your cash from the other bank. This depends on the other bank's procedures. Electronic payments If we receive a non-sterling payment for your account, we ll convert it into sterling using the first direct Exchange Rate at the time we receive the payment. 8. Cheques you receive How long it takes for a cheque to show in your account For sterling or euro cheques issued in the UK and paid into HSBC branches in the UK, Channel Islands and Isle of Man: The day the amount of the cheque shows in your account balance Day 0 The day we take the amount of the cheque into account when we calculate any Overdraft Interest Two Working Days later (Day 2) The day the amount of the cheque is available to withdraw Three Working Days later (Day 3) The last day a cheque can be returned unpaid For sterling cheques drawn on and paid in at a UK bank, usually 6 Working Days after the cheque was received by us* Other cheques no time limit For example, if a UK sterling cheque is paid into a UK bank on a Monday: Monday Wednesday Thursday Tuesday the following week. The cheque amount will be deducted from your account by 9.00am Wednesday 28