smilemore current account...enjoy the benefits...smile more

Transcription

1 smilemore current account...enjoy the benefits...smile more

2 A load of lovely stuff 2 A load of lovely stuff Like lovely stuff? Take your pick smilemore s got loads. The recipe is simple. Take one current account and pack it full of tasty benefits (just the useful ones, no daft stuff). Try this lot for size. Designed to make you smile more Worldwide family travel insurance. UK & European motor breakdown assistance. Mobile phone insurance. An automatic 500 overdraft, of which 260 is interest-free. Debit interest of 15.9% EAR per annum is charged on the total overdrawn balance over 260. Subject to status. Representative example: The advance of credit of 500 for a 12 month term at an interest rate of 15.9% EAR variable charged on the amount borrowed over the interest free 260 overdraft facility. Total amount payable Interest is payable each month and the remaining balance would be repayable in one instalment at the end of the term. Mortgage deals. Choice of one additional tailored benefit (see pages 9-10). EAR is the equivalent annual rate taking into account the interest rate and how often interest is debited but excludes any fees and charges. And just to make sure Co-operative Legal Services advice helpline. To help make Online Banking even more secure we also offer Trusteer Rapport Security Software. As a Co-operative Bank customer this is free for you to download via our customer website. See page 8 to find out more.

3 A load of lovely stuff Pick an additional benefit, any additional benefit... Your account s called smilemore for a good reason. For no additional cost you get to pick one of three great additional benefits each year. Just choose from these three: Credit Report Monitoring Enjoy added personal security. Credit Report Monitoring service*. Start feeling safer see page 11. Airport Lounge Passes For airport travellers. Airport lounge passes four passes per year to selected airport lounges around the world**. Get ready for the off check in to page 14. Gadget Protect your devices and gadgets. Cover against theft, damage and breakdown (including faults) for your registered items**. Gadget accessories cover included. Protect your gadgets flick on to page A load of lovely stuff For more information please refer to the Policy Summaries later in this Welcome guide. Limitations apply. A load of smart extras, just a month. Nice! Don t forget! Bag yourself an additional benefit You have 60 days from the date you open your account in which to register your choice by visiting smile.co.uk/benefits or by calling If we don t hear from you by then we ll automatically allocate you with Credit Report Monitoring which will be fixed for up to 12 months. After all, we d rather you didn t miss out on any extras! Limitations apply. *Registration to activate this policy or service is required. You can do this online at smile.co.uk/benefits Please note: Registration for Credit Report Monitoring service is online registration only. **Registration to activate the policy is required. You can do this online at smile.co.uk/benefits or by calling

4 Sussing out your smilemore account 4 Sussing out your smilemore account Worldwide Travel Insurance Active from the moment you open your smilemore current account. Covers you, your partner and all dependent children travelling with you who are 22 years of age or under (including legally adopted, legal ward/guardianship, foster and stepchildren) who at the start date of the journey are living at your address or have a term time address, and have no other permanent residence unless they are residing with their other parent. Please see the full definition of dependent children within the policy document for full information. Eligible family members are only covered when travelling with account holders. Existing medical conditions and medical conditions under investigation may affect your cover. You must notify AXA of any relevant medical condition as detailed within the policy document, and if this changes notify AXA immediately. All medical conditions must be re-notified to AXA at least every 12 months. Excesses may apply to claims. Trips involving winter sports activities are limited to 21 days in total in any 12-month period. There are a number of sports activities and winter sports that are excluded. Please refer to the policy document. Cover under your policy will cease when you reach 80 years of age or when your current account is closed or the policy is cancelled, whichever is the earlier. Cover for holidays involving winter sports activities is not operative if you are 65 years of age or older. There is no cover for trips over 45 consecutive days duration. Any trip solely within the United Kingdom is only covered where you have pre-booked at least two nights accommodation in a hotel, motel, holiday camp, bed and breakfast, holiday cottage or similar accommodation rented for a fee. If it is a joint account, the first and second named account holders can travel independently but the children are only covered when travelling with one or both account holders. Missed Departure cover is for if you arrive at your international departure point, from the UK, too late to board your scheduled public transport. You are not covered for business trips. Provided by AXA Travel Insurance and underwritten by Inter Partner Assistance. See terms and conditions for full policy details. Limitations apply. IMPORTANT! Existing medical conditions If you or any person travelling under this insurance has any medical conditions, whether these are diagnosed or not (this includes those under investigation) you may need to notify AXA. AXA will advise you if this will affect your cover and whether an additional premium will apply. You must update AXA on existing medical conditions every year, not just at the outset. You must inform AXA of any change in your health or the health of anyone covered by the policy.

5 Sussing out your smilemore account UK and European motor breakdown cover Unless you really love engine grease and spanners, breaking down is a pain. The remedy is simple: your smilemore breakdown cover is here to help you get back on the road if something goes wrong. It features: Roadside assistance to repair your vehicle. Personal-based breakdown cover for the named account holder(s) NOT the vehicle. Recovery for up to eight people and your vehicle to any destination within the UK. Breakdown assistance at your home. Replacement car for up to one day whilst your vehicle is being fixed or overnight accommodation or alternative form of transport. Your vehicle must be roadworthy and in good mechanical condition when you obtain cover and you must keep it in that condition. UK and European motor breakdown cover is provided on behalf of smile, part of The Co-operative Bank, by RAC. Also good to know RAC has been a breakdown organisation since RAC has more patrols per member than any other breakdown provider. RAC patrols fix four out of five cars at the roadside. 5 Sussing out your smilemore account Wheely important! Keep your policy in the car Glove compartments who sticks gloves in them? Better to stick your smilemore breakdown cover policy in there. It s vital to have it handy should you need it. Also, store the emergency assistance number in your mobile:

6 Sussing out your smilemore account 6 Sussing out your smilemore account Mobile phone insurance Losing or damaging your mobile phone can drive you mad. And it s even worse if your phone s been pinched. But the mobile phone insurance that comes with your smilemore current account could help. Insures up to four handsets up to the value of 1,000 per phone so the family members in your household can benefit too. Covers the cost of repair or replacement in the event of theft, loss, damage and breakdown (including faults occurring anywhere in the world). Includes any accessories for your mobile phone if they are lost, stolen or damaged at the same time as your mobile phone, you are covered for these up to a value of 350 (including VAT). That s cases, headphones, Bluetooth headsets and other similar items. Worldwide cover means you or your family members needn t worry about losing or damaging your phone whilst abroad. Repair or replacement will be arranged upon return to the UK. You may need to provide proof of purchase to claim under the mobile phone insurance. Cover under this policy is limited to up to a maximum of two successful claims during any 12-month period per account holder. There is a policy excess payable for every successful claim. If you have an Apple iphone the excess is 75 and for all other handsets it is 50. Mobile phone insurance is provided on behalf of smile, part of The Co-operative Bank by Lifestyle Services Group Limited and underwritten by Assurant General Insurance Limited. Register your mobile phone! To help us administer your policy more effectively and to help simplify the claims process, you can provide us with your mobile phone details. This can be done through smile.co.uk/benefits or by calling You will need the following information when registering your handset: Make Model IMEI number. The IMEI number is the unique serial number for your mobile phone. You can find it by inputting *#06# into your mobile phone. It should also be noted on the documentation that came with your mobile phone when you purchased it. Your airtime provider may also be able to provide it to you Telephone number Cover is subject to the terms and conditions which can be viewed at smile.co.uk/benefits. Limitations apply.

7 sussed Looking for a better deal on a mortgage? Our mortgages offer: Sussing out your smilemore account The Co-operative Bank offer a competitive range of mortgages for our smilemore customers. Speak to one of our qualified mortgage advisers for advice on a mortgage product to meet your needs and circumstances. 7 Sussing out your smilemore account Products available with no booking or application fee. Dedicated case owning team to process your application efficiently. Advice on your mortgage protection needs. YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE. TERMS AND CONDITIONS APPLY. EARLY REPAYMENT CHARGES APPLY. Visit co-operativebank.co.uk/mortgages or contact for current offer.

8 Sussing out your smilemore account 8 Sussing out your smilemore account Legal advice Jargon. We hate it. Bet you re the same. Don t worry you get clear advice on personal legal problems from The Co-operative Legal Services with smilemore. You can call our helpline on , available 24 hours a day, 7 days a week. Get help and advice on: employment issues personal injury medical negligence property issues will writing probate. This helpline is provided by The Co-operative Legal Services. The Co-operative Legal Services will offer clear and confidential legal advice on any personal legal issue 24 hours a day, 7 days a week. This offer may be withdrawn/amended at any point. All the benefits that are included in your packaged account can only be taken together please remember that even though you may not use all of the benefits, you will still pay for them via your monthly subscription. IMPORTANT! Your cover and charges You may not use or be eligible for all the benefits available on this account, however the monthly cost will remain the same. Please check to ensure if you already have Travel Insurance, Mobile Phone cover and/or Motor Breakdown cover in place with The Co-operative Insurance or any other provider, even if it is part of another bank account. If you do, you need to check whether this product is suitable for your needs. You need to ensure that you are not paying for more insurance than you need, and you must be aware that you may only be able to make a claim on one policy at any one time. The cost of the account will remain the same regardless of whether you use any of the benefits or not and will continue to be charged unless or until you ask to change your account. The Co-operative Legal Services is a trading name of Co-operative Legal Services Limited: registered in England and Wales under Company Number Registered Office: Co-operative Legal Services Limited, 1 Angel Square, Manchester M60 0AG. Authorised and regulated by the Solicitors Regulation Authority under registration number A list of the Directors is available for inspection at our Registered Office. In Scotland and Northern Ireland different laws apply and we will refer you to one of our approved panel solicitors to provide this service.

9 Right, time to talk additional benefits Choose one of three additional benefits available each year. More details about each additional benefit is provided below it should help you decide which is the right one for you. Important! Register your selection within 60 days Choose from the following three additional benefits: Credit Report Monitoring* As well as having easy online access to your credit report, you ll set up a monthly monitoring service which will alert you by text or of any significant changes to your credit file. Subject to terms and conditions. A bit of extra info on our additional benefits 9 Once you ve chosen your additional benefit you must register it. Remember you must make your selection within 60 days of opening your account. We will then send you a full information pack telling you everything you need to know. If we don t hear from you in that time, we ll automatically allocate you the Credit Report Monitoring benefit which will be fixed for up to 12 months just to make sure you don t miss out. Airport Lounge Passes** Four airport lounge passes per year, per account, for the account holder(s) only to enjoy. If you wish to take guests with you, additional passes can be purchased at 15 per person, per visit. A bit of extra info on our additional benefits Subject to terms and conditions. *Registration to activate this policy or service is required. You can do this online at smile.co.uk/benefits **Registration to activate the policy is required. You can do this online at smile.co.uk/benefits or by calling Please note: Registration for Credit Report Monitoring service is online registration only.

10 A bit of extra info on our additional benefits 10 A bit of extra info on our additional benefits Gadget** These days most of us have a few personal gadgets and gizmos. This bundle makes sure they re covered (but remember, you have to register them). Worldwide cover up to 1,200 for digital cameras, handheld DVD players, digital camcorders, MP3 players, portable Sat Nav devices, games consoles and laptops, etc. Repair and replacement will be arranged upon return to the UK. Maximum combined retail value of 1,200. Cover for theft, damage and breakdown (including faults) occurring anywhere in the world. Insurance for accessories for your gadget which are stolen or damaged at the same time as your gadget, you are covered for these up to a value of 50 (including VAT). That s a case, headphones and similar. Subject to terms and conditions. Read the Policy Summaries You ll find the Policy Summaries on the next page. They contain details about the additional benefits to help you make your decision. But of course, you can only choose one and don t forget to register it within 60 days. You can register your chosen additional benefit at smile.co.uk/benefits or by calling If you don t register within that time, you will be automatically allocated the Credit Report Monitoring additional benefit fixed for up to 12 months. The smilemore current account additional insurance benefits for Credit Report Monitoring, Airport Lounge Passes and Gadget are provided on behalf of smile (part of The Co-operative Bank) by Lifestyle Services Group Limited and insured by Assurant General Insurance Company Limited. **Registration to activate the policy is required. You can do this online at smile.co.uk/benefits or by calling

11 Credit Report Monitoring Arranged by Lifestyle Services Group Limited Online access to your credit report As well as having easy online access to your credit report, you ll set up a monthly monitoring service which will alert you by text or of any significant changes to your credit history. Giving you the opportunity to act before any serious damage is done. Registration and day-to-day usage As a smilemore current account holder you are eligible for the service. You must register your details with us online at smile.co.uk/benefits providing: your name and address part of your smilemore debit card number (please have your debit card to hand) your date of birth. You must keep your secure log-in details confidential. A bit of extra info on our additional benefits 11 You can use the website to: access the Credit Report Monitoring service area of the website and: learn how important it is to protect your personal information and how its theft and use could affect you view your credit file and receive monitoring alerts view tips on how to protect your personal information view useful links to organisations and services who can help you prevent your information being accessible to others. Or call our Benefits Helpline on Benefits Customer Services are available: Monday Friday 8am 8pm Saturday Sunday 9am 6pm Please ensure that you quote your policy ID and your full name and address when you call. You will be asked security questions to verify your identity. Calls may be recorded or monitored for training/ customer services purposes and/or for the prevention/detection of crime. If you prefer, you may write to: Benefits Customer Services Lifestyle Services Group Limited P.O. Box 98, BLYTH NE24 9DL Please ensure that you quote your policy number and your full name and address. A bit of extra info on our additional benefits

12 A bit of extra info on our additional benefits 12 A bit of extra info on our additional benefits Price This benefit is provided as a benefit of you being a smilemore current account holder where you have selected the Credit Report Monitoring option and that option remains valid. The cost is an inclusive part of your smilemore current account monthly subscription. You must be aged 18 years or over to be eligible for this benefit. Credit reports and monitoring You will be able to access your online credit report from our chosen credit reference agency. You will be able to receive monthly alerts of any significant changes to your credit file by or by SMS text message. To obtain your credit report, please access smile.co.uk/benefits Your report will be viewable securely online, and we recommend that you save or print a copy. Using our website will provide real-time access. If you cancel this benefit or close your account, access to your credit report will end immediately. No warranty is offered or given in relation to the accuracy of information contained in your credit report. If you notice entries which you consider may be inaccurate please contact the credit reference agency directly to discuss these entries. Cancelling the benefit 1. You have the right to cancel the Credit Report Monitoring service at any time, which will have immediate effect. However, no alternate selection will be available until your additional benefit renewal option is offered to you by smile, part of The Co-operative Bank (your current selection will be valid for up to 12 months from the date you select the additional benefit). As the Credit Report Monitoring service is provided as a benefit of you being a smilemore current account holder who has selected the Credit Report Monitoring service option, if the connected smilemore current account is cancelled or you select another option, access to these benefits ends. If the additional benefit option does not meet your requirements, please telephone the Benefits Helpline immediately on or write to: Benefits Customer Services Lifestyle Services Group Limited P.O. Box 98, BLYTH NE24 9DL 2. We may cancel access to this Credit Report Monitoring service with immediate effect by registered letter to you at your last known address in the event of you submitting any fraudulent or inaccurate information, or for any other valid reason. 3. Subject to clause 2 above, access to this additional benefit will remain in force for as long as you have a smilemore current account, and this benefit continues to be provided as part of the account benefits. 4. In the event you do not wish to continue this benefit, please telephone our Benefits Helpline on Enquiries/Complaints We will always be fair and reasonable. Should there ever be an occasion when you feel that we have not provided you with a satisfactory level of service, we would like you to inform us so that we can do our best to solve the problem. We will do everything possible to ensure that your query is dealt with promptly. The easiest way to contact us is to call our Customer Relations team on Alternatively, you can write to us at the following address, quoting your name, address and policy ID in all correspondence: Customer Relations Lifestyle Services Group Limited P.O. Box 98, BLYTH NE24 9DL

13 Our staff will attempt to resolve your query immediately. If this is not possible, we promise to acknowledge your query within five working days of receiving it. In the unlikely event that your query has not been resolved within four weeks of our receiving it, we will write and let you know the reasons why, and what further action we will take. Once we have resolved your query, we will confirm our response in writing. If you are not satisfied with our decision, please contact the Customer Relations Manager at the address opposite. If after making the complaint you are still unhappy, you may contact the Financial Ombudsman service. Details of which can be found at Other information Lifestyle Services Group Limited. Registered in England No: Assurant House 6 12 Victoria Street Windsor Berkshire SL4 1EN A bit of extra info on our additional benefits 13 How we will deal with your personal information We are committed to preserving the privacy of our customers. Please read the following privacy policy to understand how we will use and protect the information that you provide to us. By registering with us, you consent to the collection and use of your information under the terms of this Credit Report Monitoring service. The information you provide will be used by us to supply you with the services for which you have registered and we may use the information to contact you to obtain your views on our services and to let you know about important changes to the services which we offer. The information you provide to us about you may be shared with The Co-operative Bank and our chosen credit reference agency. We may contact you by post, telephone, fax, or . You will only be contacted by the methods you have asked to be contacted by. Your information will not be used or disclosed other than in accordance with this Credit Report Monitoring service, or without your permission, unless required by law. If you would prefer us not to contact you to obtain your views and/or you change your mind in the future and would like us to stop contacting you for this purpose, please write to: Customer Relations Lifestyle Services Group Limited P.O. Box 98, BLYTH NE24 9DL We may co-operate with the police and any other relevant authorities or organisations in connection with any misuse or suspected misuse of the services provided by us or other telecommunications services provided by any member of our group of companies. If necessary, we may divulge information about you for this purpose. You have a right to ask for a copy of the data held about you and you may ask us to make any necessary changes to ensure that it is accurate and kept up to date. If you wish to do this, please contact us on We are entitled by law to charge you a fee of 10 to meet our costs in providing you with details of the information we hold about you. We employ security measures to protect your information from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage. We will retain your information for a reasonable period or as long as the law requires. Any changes to our privacy policy will be notified to you in the appropriate way. All comments, queries and requests relating to our use of your information are welcomed and should be addressed as specified above. A bit of extra info on our additional benefits

14 A bit of extra info on our additional benefits 14 A bit of extra info on our additional benefits Airport Lounge Passes Arranged by Lifestyle Services Group Limited and provided by Priority Pass Limited If you have selected or renewed your Airport Lounge Pass benefit on or after 17 July 2015, please see page 17 for further details. Service Summary Airport Lounge Passes are available to smilemore current account holders who have validly selected the Airport Lounge Passes option and requested airport lounge access membership. Airport lounge access is arranged for the registered account holders of the eligible smilemore account by Lifestyle Services Group Limited utilising the services of Priority Pass Limited. We recommend that you read the Service Summary below. Full terms and conditions will be sent to you after registration. This service provides: access to over 600 airport lounges in over 100 countries and over 300 cities subject to eligibility criteria where a participating lounge is present and available, lounge access is provided no matter who you are flying with or whether you belong to an airline programme access to business facilities including phones, , online, fax machines and even conference rooms in some lounges (where provided) complimentary refreshments and snacks and the chance to relax in peace and quiet before your flight annual Priority Pass membership (which shall expire if not renewed or if the qualifying smilemore current account or Airport Lounge Passes option expires or is cancelled) four inclusive airport lounge visits for each membership account to enjoy, during each period of membership additional lounge visits for you or your guests will be charged at 15, including VAT per person per lounge visit and will be debited from your nominated payment card. To request membership for this service you should: visit smile.co.uk/benefits or call Monday Friday 8.00am 8.00pm Saturday Sunday 9.00am 6.00pm. You will need to have the following information to hand: your name and address your home phone number and your mobile phone number your address your smilemore current account number and sort code your chosen method of payment (Visa credit, Mastercard credit or Visa debit), and payment details (card number, issue number, start and end date and security number) for annual usage above the inclusive levels your date of birth.

15 When you have registered Once registered, you will receive acknowledgement of your registration providing you with membership details. Further information on how to use the service (including the lounge locations) and your membership card will be sent to you in the post. If you do not receive this within seven days of your request, please call Lost, stolen or damaged Priority Pass membership cards are to be reported immediately to Priority Pass, who will arrange for a replacement card. There may be a charge for replacing lost/stolen/damaged cards. Lost, stolen or damaged cards will be deactivated wherever possible. A bit of extra info on our additional benefits 15 Things to know: Before you go, simply check the lounge lists in your membership booklet or online at smile.co.uk/benefits If you don t have access to your lounge directory don t worry. Simply text the three-letter airport code to and we ll send you the lounge details, e.g. text LHR for London Heathrow. Just ask a member of staff at the airport information desk for the three-letter airport code. Lounge listings and lounge detail downloads are available for certain smartphones and PDAs. Please check your membership guide and online members area for details. Renewal cards normally take up to a week to create and despatch to you. If your card is due to expire and you wish to fly soon please let us know. We ll advise you of the best thing to do to ensure you have continued lounge access. There is no pre-booking required. If the lounge is open, has availability and you are eligible, you will be let in. Relax, it s simple. Admittance to the lounges is conditional upon presentation of a valid Priority Pass card only. Payment cards will not be accepted as substitutes for the Priority Pass card. All guest or additional visits will be chargeable. Registered Office details Lifestyle Services Group Limited. Registered in England No: Assurant House 6 12 Victoria Street Windsor Berkshire SL4 1EN Priority Pass Limited. Registered in England No: Fulham Road LONDON SW6 5NJ A bit of extra info on our additional benefits

16 A bit of extra info on our additional benefits 16 A bit of extra info on our additional benefits How we will deal with your personal information We are committed to preserving the privacy of our customers. Please read the following privacy policy to understand how we will use and protect the information that you provide to us. By registering with us, you consent to the collection and use of your information under the terms of this privacy policy. The information you provide will be used to supply you with the services for which you have registered and we may use the information to contact you to obtain your views on our services and to let you know about important changes to the services which we offer. The information you provide to us about you may be shared with The Co-operative Bank, Lifestyle Services Group Limited and Priority Pass Limited. You will only be contacted by the methods you have asked to be contacted by. Your information will not be used or disclosed other than in accordance with this privacy policy, or without your permission, unless required by law. If you would prefer us not to contact you to obtain your views and/or you change your mind in the future and would like us to stop contacting you for this purpose, please write to: Benefits Customer Services Lifestyle Services Group Limited P.O. Box 98 BLYTH NE24 9DL We may co-operate with the police and any other relevant authorities or organisations in connection with any misuse or suspected misuse of the services provided by us. If necessary, we may divulge information about you and you may ask us to make any necessary changes to ensure that it is accurate and kept up to date. If you wish to do this, please contact us on We are entitled by law to charge you a fee of 10 to meet our costs in providing you with the details of the information we hold about you. We employ security measures to protect your information from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage. We will retain your information for a reasonable period or as long as the law requires. Any changes to our privacy policy will be notified to you in the appropriate way. All comments, queries and requests relating to our use of your information are welcomed and should be addressed as specified above.

17 Selecting or renewing the Airport Lounge Pass benefit on or after 17 July 2015: Provided by DragonPass International. Service Summary Airport Lounge access is available to smilemore current account holders who have validly selected the Airport Lounge Passes option and requested Airport lounge access membership. Airport lounge access is arranged for the registered account holders of the eligible smilemore current account by Lifestyle Services Group Limited utilising the services of DragonPass. This service provides: access to over 800 airport lounges around the world subject to eligibility criteria where a participating lounge is present and available, lounge access is provided no matter who you are flying with or whether you belong to an airline programme access to business facilities including phones, , internet, fax machines and even conference rooms in some lounges (where provided) A bit of extra info on our additional benefits 17 complimentary refreshments and snacks and the chance to relax in peace and quiet before your flight annual DragonPass membership (which shall expire if not renewed) four inclusive airport lounge visits per account to enjoy, during each period of membership additional lounge visits for you or your guests will be charged at 15 per person per lounge visit and will be debited from your nominated payment card Your Airport Lounge Pass is activated You can now take advantage of our dedicated DragonPass mobile app and website which includes information on how to use the service (including lounge locations) and your digital membership card. Lost, stolen or damaged membership cards are to be reported immediately. There may be a charge for replacing lost/stolen/damaged cards. Lost, stolen or damaged cards will be deactivated wherever possible. Things to know Before you go, simply check the lounge lists within the app or online at co-operativebank.co.uk/benefits Lounge listings and lounge detail downloads are available for Android and Apple operated devices. Please check your membership guide and online members area for details. Renewal cards normally take up to a week to create and despatch to you. If your card is due to expire and you wish to fly soon, please let us know. There is no pre-booking required. If the lounge is open, has availability and you are eligible, you will be let in. Relax, its simple. Admittance to the lounges is conditional upon presentation of a valid DragonPass card, boarding card and passport. Payment cards will not be accepted as substitutes for the DragonPass card. All guest or additional visits will be chargeable. Registered office details: Lifestyle Services Group Limited. Registered in England No: Assurant House 6-12 Victoria Street Windsor Berkshire SL4 1EN DragonPass International Ltd. Registered in England No A Ashley Road Hale Cheshire WA15 9SD A bit of extra info on our additional benefits

18 A bit of extra info on our additional benefits 18 A bit of extra info on our additional benefits How we will deal with your personal information We take data protection and the privacy of Co-operative Bank customers very seriously. This policy sets out what data we collect, what we do with the data we collect and with whom this data is shared. We may collect the following data: Name and contact information. Address. Records of correspondence between you and ourselves. Any other information collected through your DragonPass registration including the locations of the lounges you visit and the times and dates of those visits. What we do with the data we collect: Administer the services we provide. Use it for the purposes of our internal record keeping. Communicate with you with information on purchases you may make. Process any required payments. Use it to allow us to contact you directly if there are any issues we would like you to be aware of. Who sees your information Your information will only be shared with: Co-operative Bank employees who will need access to the data to perform their day-today duties; DragonPass and Lifestyle Services Group employees who need to access the data in order to provide you with the services; Third parties such as the airport lounge operators only to the extent necessary to provide the services to you. In these circumstances the recipient of your data may be located in a jurisdiction that may not provide an equivalent level of data protection to the laws in your home jurisdiction. The only data which we will share with these third parties is your name so that they can verify your membership and entitlement. Your data will remain within our UK data centres. We will share your information if required by law enforcement personnel or by court order. We may share your contact information with our suppliers if the need arises. This is not common practice but may occur in certain circumstances. The Data Processor is Lifestyle Services Group t/a Assurant Solutions, registered with the Information Commissioner s Office under number Z Under the Data Protection Act (the Act ) you have the right to request a copy of the personal information we hold about you and to have any inaccuracies corrected. (We charge 10 for information requests). We will use reasonable efforts to supply, correct or delete personal information about you on our files. Please write to: Data Processor Co-operative Bank Lounge Scheme PO Box 98, Blyth NE24 9DL Conditions of use 1. The scheme 1.1. This scheme is jointly provided by Lifestyle Service Group and DragonPass International. The Co-operative Bank is not responsible for the operation and running of the airport lounge access scheme or the airport lounges within the scheme.

19 1.2. These terms and conditions will apply to you once you have activated your membership of the scheme, they are separate from the terms and conditions that apply to your smilemore current account To access the benefits of the scheme you must register online at smile. co.uk/benefits or over the telephone on Registration will allow you to access the Airport Lounge App on your mobile phone. The Lounge App can be downloaded from the Google Play or Apple App Store. This app is your digital membership card for the scheme This service is designed to work as a digital service through access to the app provided. Using only the physical membership card may mean you cannot access the discounts and information which is available to you via the app. 2. Membership 2.1. Membership of the scheme is annual The membership year is defined as the date from which you apply for your membership and the period of 365 days thereafter. A bit of extra info on our additional benefits Membership will be automatically renewed provided you continue to have the qualifying account Should you choose to cancel your Airport Lounge Pass benefit or switch to a non-qualifying benefit, your membership will be immediately cancelled and your free visit allocation removed If you cancel your membership of this scheme, you will not be entitled to any cash equivalents or a reduction in the monthly fee for your qualifying account If you have pre-paid for any additional airport lounge visits, which you have not used, these will be refunded to you Lifestyle Service Group, DragonPass International and Co-operative Bank are not liable to you or any third party for any losses of any nature incurred by you in the use of your membership of this scheme. This includes the services provided, or not provided by the individual lounges or the inability to use any part of the membership scheme If you change your name you must tell Co-operative Bank as soon as possible, and before you next use your membership card. Please allow up to 72 hours for name changes to take effect You must tell DragonPass as soon as possible if you lose your physical membership card, or access to your digital membership card, for example if the device which you use to access the digital membership card is lost or stolen, by calling on (lines open 8am - 8pm Monday to Friday and 9am 6pm Saturday to Sunday). 3. Airport Lounge Access 3.1. You are entitled to 4 free visits to airport lounges that are part of the DragonPass scheme per membership year The free visit allowance is renewed each membership year and no unused visits may be carried over into another membership year If you hold a joint qualifying account, you will be issued with one membership number and two physical membership cards or two access codes for the digital membership card on the Airport Lounge App. This means that the 4 free visits are shared between the two members Your 4 free visits can be used only by the scheme member A bit of extra info on our additional benefits

20 A bit of extra info on our additional benefits 20 A bit of extra info on our additional benefits 3.5. Additional lounge visits for you or your guests can be purchased via your Airport Lounge app, or by calling The number of guests permitted varies from lounge to lounge as does the policy of individual lounges regarding access for children. Please check with the individual lounges you plan to use prior to travelling to determine their policy on guests and children To access participating airport lounges you must show your passport, boarding pass and your valid digital or physical membership card Participating airport lounge staff will record your details and communicate them to DragonPass. This information will be used for record keeping, tracking usage and billing purposes, where appropriate All participating lounges are owned and operated by third party organisations. You must comply with the terms and conditions of the individual airport lounges that you choose to visit or use In particular, please note that any food and drink, including alcoholic drinks, provided as part of your lounge visit are only for consumption in the airport lounge and are not to be taken out of the lounge It is the responsibility of the passenger to ensure they arrive at their departure gate on time and board their flight. There is no obligation on the lounges to provide flight information or announcements. 4. General Terms 4.1. We do not give any warranty for any goods or services accessed through, or displayed on, our App or connected website. Severability 4.2. If any court or competent authority decides that any of the provisions of these terms and conditions are invalid, unlawful or unenforceable to any extent, the term will, to that extent only, be severed from the remaining terms, which will continue to be valid to the fullest extent permitted by law. Third Party Rights 4.3. A person who is not party to these terms and conditions shall not have any rights under or in connection with them under the Contracts (Rights of Third Parties) Act Entire Agreement 4.4. These terms and conditions and any document expressly referred to in them constitute the whole agreement between us and supersede all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the subject matter of these terms and conditions. We each acknowledge that, in entering into these terms and conditions, neither of us relies on, or will have any remedies in respect of, any representation or warranty (whether made innocently or negligently) that is not set out in these terms and conditions or the documents referred to in them. Nothing in this clause limits or excludes any liability for fraud. Law and jurisdiction 4.5. This agreement shall be interpreted in accordance with English law and subject to the non-exclusive jurisdiction of the English Courts.

21 Gadget Insurance Arranged by Lifestyle Services Group Limited and provided by Assurant General Insurance Limited Demands and needs Gadget Insurance meets the demands and needs of smilemore current account holders who wish to ensure that their gadget(s) and/or those of their family member(s) are covered against theft, damage and breakdown (including faults). The Co-operative Bank p.l.c. are not providing you with a personal recommendation based on your individual circumstances as to whether this policy is suitable for your needs and we recommend that you read the Policy Summary on the right. A bit of extra info on our additional benefits 21 Policy Summary As a benefit of being a smilemore current account holder, if you have selected gadget cover as your optional benefit, we will repair or replace your gadget in the circumstances summarised below. These are explained in full detail in the insurance policy document. We want you to get the most out of this policy, and that means you need to be clear on what is and is not covered. The Insurance Summary and Policy Documents provide details of the insurance policy, which you must read to ensure that the policy meets your needs. Full terms and conditions of the policy can be found in the Policy Document. You may need to review this policy periodically to ensure it continues to meet your requirements. Registering your gadget You must register your gadget(s) to take advantage of this cover. Please visit smile.co.uk/benefits or call and follow the procedure. You will need to provide the following information: your name and address the make, model, and serial number of the gadget(s) your smilemore current account number and sort code your date of birth. If you change the gadget or you wish to cover a different gadget to the one already registered, you must register the new details with us as soon as possible. A bit of extra info on our additional benefits

22 A bit of extra info on our additional benefits 22 A bit of extra info on our additional benefits What you are covered for Summary This policy covers registered gadgets up to a combined retail value of 1,200 (including VAT) for each smilemore current account (gadgets must be owned by the account holder (you) or their family members. A family member is a relative living at the same address. Gadgets must be no older than three years from new at the point of registration and no more than five years old at any time. Description Replacing or repairing your gadgets in the event of: theft damage breakdown (including faults) occurring anywhere in the world. Gadget accessories that are stolen or damaged at the same time as your gadget, up to a maximum value of 50 (including VAT) per claim. This policy is designed to cover the following or similar devices: PDAs (Personal Digital Assistant) digital cameras, satellite navigation systems laptops, tablets, portable camcorders (digital or otherwise), portable games consoles (e.g. PSP, Nintendo Gameboy, GP2X), portable sound and vision devices a games console (e.g. Wii, Xbox, Playstation). Please note we do not cover the screen used to view or play the content.

23 What you are NOT covered for Summary Excess Description A bit of extra info on our additional benefits 23 You need to pay a contribution every time you make a successful claim of: Laptops and tablets - 50 All other gadgets - 25 This is the excess. Your excess is payable for every accepted claim and must be paid before your claim will be settled. More than two instances that give rise to an accepted claim for each account holder in any 12-month period. A full description is in the What you are NOT covered for section of the Policy Document. Theft, damage or breakdown where you have knowingly put your gadget at risk or you have not taken care of it. Examples are provided in the What you are NOT covered for section of the Policy Document, which you should read to help you understand the cover. Loss of the gadget(s) and accessories in any circumstances. Any gadgets which are not registered on your policy at the time they are stolen, damaged or breakdown. A bit of extra info on our additional benefits

24 A bit of extra info on our additional benefits 24 A bit of extra info on our additional benefits Duration of this Policy Your policy will remain in place until it is either cancelled by you, or if you close your smilemore current account. Price of your insurance This policy is provided as a benefit of you being a smilemore current account holder. The cost is an inclusive part of your smilemore current account monthly subscription. Cancelling your insurance You have the right to cancel your insurance at any time. No refund is due upon cancellation. If you need to claim You should tell us about your claim as soon as possible and within 28 days of becoming aware of the theft, damage, or breakdown, and inform the police in the case of theft. You may need to send us proof that the gadget(s) is yours which should include the make, model, serial number and memory size (where relevant). We may ask for details on the steps you have taken to report the gadget missing and any attempts to recover it. You can make a claim at smile.co.uk/benefits or by calling Got a question? Need to make a Complaint? We want to make sure you re happy. Should you need to talk to us, contact us by calling or [email protected] If after making a complaint you are still unhappy, you may contact the Financial Ombudsman Service. Details of which can be found at Need another copy? This document is also available in large print, audio and Braille, so get in touch with us on if you d like to request a copy in one of these formats. The same applies if you just need a replacement. Status disclosure This policy has been arranged as part of your bank account and is administered by Lifestyle Services Group Limited (Financial Services Register No ) with a single insurer, Assurant General Insurance Limited (Financial Services Register No ). Assurant General Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Lifestyle Services Group Limited is authorised and regulated by the Financial Conduct Authority. All firms register details can be checked on the Financial Services Register by visiting the FCA s website uk/register or by phoning Financial Services Compensation Scheme (FSCS) Assurant General Insurance Limited and Lifestyle Services Group are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event they cannot meet their liabilities to you. General insurance contracts are covered for 90% of the entire claim with no upper limit. Further information is available from the FSCS by calling and online at

25 Become a member of The Co-operative Group You will earn points on most of our products and services that includes the smilemore current account*. Annual membership points rewards: Current accounts 1,200 points if you deposit 800 per month on average into your account. Mortgages 750 points if you have a residential mortgage with an outstanding balance over 500. ISAs 300 points if you have a cash ISA with a balance of over 100. Being a member also means that you can have a say in how our business is run, and receive deals, discounts and money saving offers from across our businesses. Only one product in each category will earn points at the higher rate. All other products earn 100 points (eligibility criteria apply, visit co-operative.coop/membership for full terms and conditions). The value of a membership point awarded for trade may vary each year. If The Group does not declare a profit, the points you earn may not be given a value. To find out more or to become a member please call or visit co-operative.coop/membership for full terms and conditions. *Points are paid pro rata for the length of time the policy is held. Benefits of The Co-operative Membership 25 Benefits of The Co-operative Membership

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27 Our fees and charges clearly explained smilemore current account The services, charges and rates detailed are effective from 5 July We can vary or amend these charges or interest rates at any time but will notify customers that we are doing so in accordance with account terms and conditions. Confirmation of current interest rates can be obtained online at smile.co.uk or by calling Guide to charges 27 informal overdraft. If you request it and we agree, we may convert an informal overdraft into a formal overdraft. Guide to charges Overdraft services: We offer two types of overdraft service: formal overdrafts and informal overdrafts. Overdrafts are only available to account holders aged 18 years or over. All overdrafts (and any increased limit applied to an existing overdraft) are subject to status and our assessment of your financial circumstances. We may request repayment of part or all of an overdraft at any time and/or reduce any overdraft limit at any time, but we will usually give you advance notice. 1. Formal Overdraft You can request a formal overdraft (or an increase to an existing formal overdraft limit) in advance, and if we agree to your request we will tell you the overdraft limit (or any revised overdraft limit) and confirm the terms of the overdraft in writing. 2. Informal Overdraft If you have not requested a formal overdraft (or an increase to an existing formal overdraft limit) in advance, you may still request our overdraft services by making a payment or withdrawal from your account, where the payment or withdrawal causes your account to become overdrawn or to exceed a (previously agreed) formal overdraft limit. We call this an

28 Guide to charges 28 Guide to charges If you use an informal overdraft, it will cost you more than a formal overdraft agreed in advance, but we will limit our informal overdraft charges in the following three ways: Waiver: helping with infrequent charges If you maintain your account in credit (or within any agreed overdraft limit) for a year then we won t charge you if we permit you to have an informal overdraft, providing that your account is returned to credit (or inside an agreed overdraft limit) within six Business Days, but you will incur debit interest. Quarterly Cap: putting an upper limit on charges We have placed a limit of 60 per quarter on charges relating to informal overdrafts, but you will incur debit interest. Buffer: there is an informal overdraft buffer of 20 on your account Up to this limit, you will not be charged informal fees for using the informal overdraft, but you will incur debit interest. Financial difficulties Should you be experiencing financial difficulties and can t keep up with bill payments or your income falls, we would recommend that you contact us as early as possible. We will be happy to discuss your needs and to help you understand what options might be available to you. You can get further information by calling smile current account overdraft services Debit interest rate You can go overdrawn up to 500 at any time in a month without incurring any charges. (Debit interest is charged on the total overdrawn balance details of the interest rate are opposite.) Informal overdraft service charges Monthly service charge When you have overdrawn or have exceeded an existing overdraft limit without having agreed with us in advance you will incur a monthly service charge. Daily service charge Each subsequent day your informal overdraft increases you will incur a daily service charge. 1.46% per month 18.9% EAR* Waiver We will not charge you any informal overdraft service charges for informal overdrafts that last six consecutive Business Days or less (or for any informal overdraft requests that we decline) provided that you have not requested an informal overdraft in the previous 12 months, but you will incur debit interest. Buffer There is an informal overdraft buffer of 20 on your account. Up to this limit, you will not be charged informal fees for using the informal overdraft, but you will incur debit interest. Quarterly Cap We will not charge you more than a total of 60 of informal overdraft service charges per quarter (a quarter being a group of three charging periods starting in January, April, July or October and lasting for 3 calendar months). If we refund any charges incurred during a quarter the cap will remain in place, and those refunded charges will not count towards the capped amount for that quarter. Any further informal overdraft charges incurred after we refund any charges will still be charged as normal, up to the maximum capped sum for that quarter, but you will incur debit interest. Charging period The charging period used for interest, commission and charges is the 5th day of the first month of the charging period to the 4th day of the next month. Please note the dates may vary when they do not fall on Business Days.

29 smilemore subscription fee A subscription will be collected on the first Business Day of every month smilemore overdraft services Account standard overdraft facility (overdraft increase requests are reviewed on application) You can go overdrawn up to 260 at any time in a month without incurring interest. Debit interest rate Formal overdraft service over 260. Informal overdraft service. Informal overdraft service charges Monthly service charge When you have overdrawn or have exceeded an existing overdraft limit without having agreed with us in advance you will incur a monthly service charge. Daily service charge Each subsequent day your informal overdraft increases you will incur a daily service charge. Waiver We will not charge you any informal overdraft service charges for informal overdrafts that last six consecutive Business Days or less (or for any informal overdraft requests that we decline) provided that you have not requested an informal overdraft in the previous 12 months, but you will incur debit interest. Buffer There is an informal overdraft buffer of 20 on your account. Up to this limit, you will not be charged informal fees for using the informal overdraft, but you will incur debit interest. Quarterly Cap We will not charge you more than a total of 60 of informal overdraft service charges per quarter (a quarter being a group of three charging periods starting in January, April, July or October and lasting for 3 calendar months). If we refund any charges incurred during a quarter the cap will remain in place, and those refunded charges will not count towards the capped amount for that quarter. Any further informal overdraft charges incurred after we refund any charges will still be charged as normal, up to the maximum capped sum for that quarter, but you will incur debit interest. Charging period The charging period used for interest, commission and charges is the 5th day of the first month of the charging period to the 4th day of the next month. Please note the dates may vary when they do not fall on Business Days. smile student account overdraft services Account standard overdraft facility (overdraft increase requests are reviewed on application) Year of study You can go overdrawn up to this amount at any time in a month without incurring interest or charges. 1 (Overdraft increase requests are reviewed on application.) Debit interest rate Formal overdraft service above the free overdraft for the current year of study. Informal overdraft service. Informal overdraft service charge When you overdraw or exceed an existing overdraft limit without having agreed a formal limit with us in advance. Charging period The charging period used for interest, commission and charges is the 5th day of the first month of the charging period to the 4th day of the next month. Please note the dates may vary when they do not fall on Business Days. Subject to status to apply to all overdrafts. Guide to charges % per month 15.9% EAR* 1.46% per month 18.9% EAR* ,000 1,400 1,800 2, % per month 9.9% EAR* 1.46% per month 18.9% EAR* NIL Guide to charges

30 Guide to charges 30 Guide to charges Foreign transaction services Non-sterling transaction fee A non-sterling transaction fee is applied to any payment made for cash, goods or services using your debit card in a currency other than sterling^. Cash fee In addition to the above charge, a cash fee is applied when using your debit card outside the United Kingdom for withdrawing foreign currency at: Visa or PLUS cash machines over the counter at a bank or Bureau de Change, displaying the Visa sign. If you use your debit card to purchase foreign currency or travellers cheques in the United Kingdom we will not charge you a cash fee. The way the merchant processes the transaction may result in a fee being applied to your account. If this happens please contact us. Sending payments overseas SWIFT Transfers in sterling or foreign currency to almost anywhere in the world within 1 to 4 Business Days. Structured USD payments Low cost way of sending US Dollars to the USA which will take up to 5 Business Days. Single Euro Payment Area (SEPA) payments Transfer euros between all EU Member States, as well as Iceland, Lichtenstein, Norway, Monaco and Switzerland. Funds should be received by close of business on the next working day and both the remitter and beneficiary have to have an account within the SEPA region. Real Time Euro Payments (TARGET) This is a method of transferring funds overseas as euros. This payment is received on the same day if keyed before 2pm, but can take 1 to 3 Business Days if there are problems from the recipient s side. Fax confirmation required if transfer is over 10,000. Enquiries, amendments and cancellations Fees for any enquiry investigated at your request regarding payment abroad. These fees are also payable for our handling of enquiries from overseas banks concerning your payment instructions. However, where this investigation has resulted from an error by The Co-operative Bank, or one of its agents, the fee will be waived. Receiving Payments from overseas - in sterling or foreign currency # Where charges are for the beneficiary s account: Payments equivalent to 100 or less. Payments over the equivalent of 100 and within the European Union (EU) or European Economic Area (EEA). Payments over the equivalent of 100 from any country outside the European Union (EU) or European Economic Area (EEA). Where the charges are for the remitter s account. Foreign currency banknotes # Inclusive of exchange commission. Sales. Purchases. Issue of travellers cheques # Foreign currency cheques. Encashment of travellers cheques # Sterling. Foreign currency cheques. 2.75% of the value of the transaction 2% of the value of the currency/cheques or 2 (whichever is greater) 0.25%, (min 13, max 35 ** ) ** 20** Free Free 6 flat** Free Free~ 1.25% (min 3 per individual currency transaction) Free~ Free 1.25% (min 3 per individual currency transaction)

31 Overseas Cheques Cheques Deposited Cheques for collection. Cheques negotiated with recourse: Up to the equivalent of 100. Cheques negotiated with recourse: Equivalent of 100 and above. Travellers cheques negotiated with recourse. Cheques returned unpaid # Guide to charges % (min 15, max 60**) 4** 0.25% (min 8, max 60**) 0.25% (min 3, max 60**) 10** Guide to charges Cheques Issued Collection of cheques drawn in currency on a sterling account. Cheques returned unpaid. Electronic payments Transfer via CHAPS 25 Faster Payments up to 100,000 Other services Cash fee We will charge you a cash fee if you withdraw cash over the counter at a branch of any other bank in the United Kingdom which is authorised by Visa. 2% of the value, min 2 Subject Access Request Under the Data Protection Act you are entitled to a copy of the personal information we hold about you. This charge covers our administration costs. 10 Status Enquiry A request made to a bank asking whether a customer is likely to be able to pay back a loan, credit or meet regular payments such as rent. 10 Special Presentation So that you can be certain that payment of a cheque you have received (e.g. when selling your car) is assured before you release the goods. 10 Stopped cheques When you instruct us that a cheque you have issued should not be paid. 10 Copy statement (per statement) If original statement is less than a year old and available online. If original statement is more than a year old and no longer available online. Copy cheque Banker s cheque To assure payment when buying goods such as a car, by cheque. 10 * EAR = Equivalent Annual Rate for overdrawn balances. ^ Transactions are converted into sterling using the Visa Scheme Exchange Rate which can be found at ** Plus postage, transmission and agent s charges where applicable. # Settlement of foreign currency items will be effected at The Co-operative Bank s selling rate for retail foreign exchange transactions applicable on the date we receive the payment request. ~ Home delivery services are available and will be charged at cost. For the first 12 months from account opening you will have an agreed overdraft limit of 500. This is a special offer and is subject to our right to withdraw it for new customers or in accordance with account terms and conditions in the future Free 2.50 (or free if you print it yourself) (per cheque) Other charges There may be occasions when we will make other charges to the account. These will be notified to you at the time and you may request information about our charges for any service we offer in any of our branches or via our telephone banking service at any time.

32 smile the internet bank from Please call if you would like to receive this information in an alternative format such as large print, audio or Braille. Policy and supplier terms and exclusions apply. The Co-operative Bank p.l.c. is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (No ). The Co-operative Bank, smile and Britannia are trading names of The Co-operative Bank p.l.c., P.O. Box 101, 1 Balloon Street, Manchester M60 4EP. Registered in England and Wales No Credit facilities are provided by The Co-operative Bank p.l.c. and are subject to status and our lending policy. The Bank reserves the right to decline any application for an account or credit facility. The Co-operative Bank p.l.c. subscribes to the Lending Code which is monitored by the Lending Standards Board. The subscription fee for the smilemore current account is debited from the account on the first working day of each month. Information is correct as at October Calls may be monitored or recorded for security and training purposes. Calls to 0800 numbers are free from landlines. Calls from mobiles may vary and you may want to check this with your service provider. Calls to 03 numbers usually cost no more than calls to geographic numbers (01 or 02) and are usually included in inclusive minutes and discount schemes. Please check with your telephone service provider. co-operativebank.co.uk MKT10931_WEB 10/2015