Account Insurance Policy Summaries. Select Silver. Account. includes Keyfacts about our insurance services. Benefit Terms

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1 Select Silver Account Insurance Policy Summaries Select Silver Account includes Keyfacts about our insurance services Benefit Terms

2 The Select Silver Account comes with insurance policies that could cover you and your family. This brochure explains the policies in more detail, and provides you with some important tips on how to make a claim. 2

3 Contents Select Silver Account Insurance Policy Summaries 4 Your Policy Summary Total Price to be Paid Business Language Used Select Silver Insurance Products 5 Travel Insurance Mobile Phone Insurance Select Silver Account Travel Insurance 7 Statement of demands and needs Policy Summary The Insurer Type of insurance cover Duration of the policy Cancellation rights If you need to claim Details about our Regulator Select Silver Account Mobile Phone Insurance Policy Summary 12 Your demands and needs The Insurer About Mobile Phone Insurance Principal features of Mobile Phone Insurance Conditions and exclusions Cancellation Complaints Claims: how to make a claim Consumer Protection About our insurance services 16 3

4 Select Silver Account Insurance Policy Summaries Your Policy Summary This document provides a summary of the Select Silver Account Insurance policies. Please read this document carefully. Full terms and conditions can be found within the Select Silver Account Benefit Terms document and Travel Policy document. This document does not form part of a contract between us. For full details of cover, including terms and conditions, please refer to your Select Silver Account Welcome Pack. Total Price to be Paid There is no separate charge for these insurance policies. There is a monthly account fee for the Select Silver Account and this charge is not adjusted should you not wish to use the insurance products. Benefits under the plan are free of all personal taxes under current law and HM Revenue & Customs practice. Tax law and practice may change in the future. Other taxes may exist that are not paid via the underwriting Insurer and/or Royal Bank of Scotland plc or imposed by them or us. The monthly account fee for the account will be inclusive of Insurance Premium Tax, where applicable, at the current rate. Business Language Used The language used in this and all other documents relating to this policy is in English. All future communications both verbal and written will be in English. Minicom Users If you are a Minicom user, you can contact us on

5 Select Silver Insurance Products Important Information Please review the high level policy summaries below and all the information provided in this document, to ensure our policies fully meet your needs and the cover is right for you. UK & European Travel Insurance Key Benefits European & UK multi-trip cover for you and the joint account holder 5 Star Rated by Defaqto, an independent financial research company Winter sports cover included Underwritten by U K Insurance Limited Main Exclusions Available to UK residents and persons over the age of 18 Persons aged 70 or over must call each year in order to obtain cover and will be required to pay an annual premium of 50 per person and will be medically screened Customers with an existing medical condition they wish to be covered, must call for screening. You may be required to pay a premium for cover or we may decide not to cover you for this condition Maximum trip duration limit of 22 days Winter sports cover is restricted to 22 days Children are not covered Trips should start and end in the UK Trips in the UK must be pre-booked, not belonging to a friend or family member and at least 2 nights duration Business, Wedding, Golf and Hazardous Activities cover available through calling Travel outside of Europe is not covered If a member of your immediate family, a close business associate (whether travelling or not) or anyone travelling in your party has been a hospital in-patient or put on a waiting list for hospital treatment for a medical condition in the 12 months prior to you booking the journey, this policy does not cover the subsequent cancellation of that journey as a result Trips booked prior to opening your account are covered by this policy, trips started before opening your account are not covered by this policy 5

6 Mobile Phone Insurance Key Benefits Cover for one mobile phone per account holder (a maximum of two per account) Provides a replacement mobile phone in the event of loss, theft, damage or breakdown of your mobile phone Covers unauthorised calls up to 2,500 for contract phones and up to 100 for pay-as-you-go Covers up to 250 worth of accessories if these are lost, stolen or damaged at the same time as your phone Includes Smartphones and PDAs with call making ability Underwritten by Aviva Main Exclusions Covers up to two claims per account holder in any 12 month period a 75 excess applies for each claim Replacement handsets will be refurbished phones Loss or theft must be reported to your network provider within 24 hours for unauthorised use claims to be considered All claims must be reported to the insurer within 60 days We will not pay costs relating to cosmetic enhancements made to the phone such as plating or embellishments You must take all reasonable precautions to prevent loss, theft or damage Cover is for account holders phones only. Your phone isn t covered if it s being used by someone else such as a friend or your child, even if you ve given them permission to use it 6

7 RBS Select Silver Account Travel Insurance Statement of demands and needs We have not provided you with a personal recommendation as to whether the policy is suitable for your specific needs and it is your responsibility to make sure that the policy is right for you. RBS Select Silver Account Travel Insurance meets the demands and needs of RBS Select Silver Account customers who wish to ensure that travel insurance cover exists while on holiday. Policy Summary This is a summary of the policy only and does not form part of the contract between us. The full terms and conditions of the insurance contract can be found in the policy booklet. You should read all documents carefully and keep them for future reference. The Insurer The insurer is U K Insurance Limited. Type of insurance and cover RBS Select Silver Account Travel Insurance is designed to meet certain costs that might occur while you are travelling. Unless the insurer has confirmed otherwise in writing, the insurance will only cover: The account holder(s). Travellers who are aged under 70 years and have no existing medical conditions (see below). Trips up to 22 days duration (winter sports trips limited to 22 days) anywhere in Europe (as defined in the policy). Trips in the UK must be for at least 3 consecutive days and all trips must start and end in the UK. Involving only insured activities listed in the policy wording, and for leisure or non-manual work. Optional extra sections are available by calling the insurer on for: Business Golf Weddings Hazardous Activities There are also other cover upgrades available for: Medical conditions Age Extra cancellation cover and if you have any of these extra sections or upgrades you will receive separate documents confirming this, and the period for which cover applies. Cover for medical conditions Pre-existing medical conditions are not covered at any time under this policy unless they have been disclosed to the insurer and accepted by them in writing. It is important that you read and fully understand the Medical Declaration on page 9 of the policy. When you become an insured person or when you book your trip (whichever is later): You must tell us about each pre-existing medical condition you wish to be covered, for any insured person. This is any medical condition for which you: have received advice, treatment or a prescription for medication (whether taking it or not) from a doctor during the last 12 months; have a heart or cancer related condition; are under investigation or awaiting diagnosis; 7

8 are on a waiting list for treatment as an in-patient or were aware of the need for treatment as an in-patient; have received a terminal prognosis. Between the date you booked your trip and the start date of your trip: You must tell us about any new serious injury or serious illness affecting any insured person. If you still wish to go on your trip your policy will continue to operate normally. Summary of the main features and benefits of RBS Select Silver Account Travel Insurance Cover Section Features and benefits Limit of cover (per person) Policy page Part 1 Covers For Your Trip A. Cancelling Your Trip Travel and accommodation costs that you have paid and cannot get back when you have to cancel a trip due to the death, serious injury or serious illness of insured people, travelling companions, close relatives, business associates or people you had planned to stay with. It also covers other reasons for you not being able to travel, including involuntary redundancy, jury service or advice from the Foreign & Commonwealth Office 5, B. Delayed Or Missed Departure Extra travel and accommodation costs to get you to your destination or return you home if your transport is delayed meaning you miss your departure Extra travel, accommodation and refreshment costs if you have checked in but your transport is delayed Travel and accommodation costs that you have paid and cannot get back where you have abandoned your trip because your departure was delayed for at least 6 hours (for trips of up to 4 nights) or 12 hours for longer trips 1, , C. Cutting Short Your Trip Part 2 Covers For You Travel and accommodation costs that you have paid and cannot get back when you have to cut short a trip due to the death, serious injury or serious illness of insured people, travelling companions, close relatives, business associates or people you had planned to stay with. It also covers other reasons for you not being able to travel, including involuntary redundancy, jury service or advice from the Foreign & Commonwealth Office 5, D. Emergency Medical and Related Costs While you are outside your home area: Emergency medical, surgical and hospital treatment Emergency dental treatment Hospital benefit for every 24 hours in hospital Whether outside or inside your home area: Extra travel and accommodation costs as a result of medical treatment Funeral or cremation abroad or returning body home 10,000,000 overall 1, per day 10,000 in home area Included in above limits 7, E. Personal Accident Accidental injury on a trip resulting in: Death or total permanent disability (depends on age) Loss of sight or limb 25,000 25, F. Personal Liability Personal liability for compensation you become legally liable to pay 2,000, G. Legal Costs Legal costs for you claiming damages and compensation following injury, illness or death or for breach of contract 50, Part 3 Covers For Your Property H. Baggage The cost of replacing items that are lost, stolen or accidentally damaged. Lower limits apply as follows: For any one item In total for all valuables (as defined in the policy) 1, I. Delayed Baggage The cost of essential replacement items if your baggage is temporarily lost for more than 4 hours at the start of your trip 650 (after 48 hours) 23 8

9 Cover Section Features and benefits Limit of cover (per person) J. Personal Money The cost of replacing money that is lost or stolen Policy page K. Lost Passport Or Driving Licence Travel, accommodation and administration costs to get emergency replacement documents to get you home L. Winter Sports Unused ski pack as a result of injury or illness The cost of replacing winter sports items that are lost, stolen or accidentally damaged Extra travel costs or compensation if the piste is closed Compensation if avalanche delays arrival or departure Part 4 Optional Extra Covers M. Business The cost of replacing business equipment items that are lost, stolen or accidentally damaged The cost of essential replacement business equipment items if yours are temporarily lost for more than 4 hours at the start of your trip The cost of a colleague replacing you due to death, injury or illness N. Golf The cost of replacing golf equipment items that are lost, stolen or accidentally damaged The cost of essential replacement golf equipment items if yours are temporarily lost for more than 4 hours at the start of your trip Lost green fees due to injury or illness O. Wedding The cost of replacing wedding effects that are lost, stolen or accidentally damaged Replacement photographs and video recordings per day 200 1, ,500 1, , This is only a summary of the cover provided and the limits that apply. Please refer to the policy wording for full details. Summary of the main exclusions and limitations of RBS Select Silver Account Travel Insurance Cover Section Applying to the whole policy Part 1 Covers For Your Trip Significant or unusual exclusions or limitations. You will not be covered for any claim for The excess of 75 per person, which applies to claims under most sections A traveller who is over 70 years of age unless an age extension is in force at the time Any activities not on the list of permitted activities, unless the insurer has agreed to it Trips of more than 22 days, unless the insurer has agreed to it Trips of less than 3 consecutive days within your home area An event when there is no RBS Select Silver Account in force Any deliberate act, or event of which you had prior knowledge before opening or upgrading the account or booking your trip A trip to a country or area where the Foreign & Commonwealth Office has advised against all travel Policy page Various A. Cancelling Your Trip B. Delayed Or Missed Departure C. Cutting Short Your Trip Expenses you can recover from elsewhere A pre-existing condition for any traveller unless we have accepted it in writing Cancellation as a result of a medical condition of a close relative, business associate or travelling companion who has been or is waiting for treatment as an in-patient, has been diagnosed with cancer or given a terminal prognosis in the last 12 months Expenses you can recover from elsewhere Expenses for trips that are not international Expenses for both Delayed International Departure and Abandoned International Departure for the same event Missed International Departure where your vehicle hasn t been properly serviced and maintained Expenses you can recover from elsewhere A pre-existing condition for any traveller unless we have accepted it in writing Cutting short a trip as a result of a medical condition of a close relative, business associate or travelling companion who has been or is waiting for treatment as an in-patient, has been diagnosed with cancer or given a terminal prognosis in the last 12 months

10 Cover Section Part 2 Covers For You D. Emergency Medical and Related Costs Significant or unusual exclusions or limitations. You will not be covered for any claim for A pre-existing condition for any traveller unless we have accepted it in writing Non-emergency dental work, or involving precious metals Medical treatment costs in your home area Private treatment unless we have agreed to it Policy page 17 E. Personal Accident F. Personal Liability A pre-existing condition for any traveller unless we have accepted it in writing Sickness or naturally occurring condition Total permanent disability if you had retired before travelling Relating to owning or using animals (other than your pets), firearms, vehicles, vessels or aircraft Related to your job G. Legal Costs Action where there is no reasonable prospects of success Defending actions against you Expenses incurred before we have accepted your claim 20 Part 3 Covers For Your Property H. Baggage If you do not report the loss to the police within 24 hours or have no police report Unless the items stolen were in your locked accommodation, safe or safety deposit box, or vehicle For valuable items, if they are not with you 22 I. Delayed Baggage If you do not get a Property Irregularity Report 23 J. Personal Money If you do not report the loss to the police within 24 hours or have no police report Unless the items stolen were in your locked accommodation, safe or safety deposit box, or vehicle 23 K. Lost Passport Or Driving Licence If you do not report the loss to the police within 24 hours or have no police report Unless the items stolen were in your locked accommodation, safe or safety deposit box, or vehicle 24 L. Winter Sports If you do not report the loss to the police within 24 hours or have no police report Items stolen in your unattended vehicle 24 Part 4 Optional Extra Covers M. Business If you do not report the loss to the police within 24 hours or have no police report Valuable items stolen from your unattended vehicle N. Golf If you do not report the loss to the police within 24 hours or have no police report Valuable items stolen from your unattended vehicle O. Wedding If you do not report the loss to the police within 24 hours or have no police report Valuable items stolen from your unattended vehicle This is only a summary of the cover provided and the limits that apply. Please refer to the policy wording for full details. Duration of the policy The policy remains in force until one of the following occurs: The RBS Select Silver Account is closed Each traveller reaches 70 years of age, unless they buy an age extension. Cover for other travellers will continue to operate Any traveller is no longer a UK resident Upgrades and extensions to cover will either be renewable annually (we will send you a renewal notice) or will be for a single trip only. Because the RBS Select Silver Account Travel Insurance has no end date, and your circumstances will change from time to time, it is important that you regularly review the cover to ensure it meets your needs. 10

11 Cancellation rights The account holder can cancel this policy at any time by telling us either over the phone or in writing. However, this insurance is included as an integral benefit with your RBS Select Silver Account. You do not, therefore, pay a separate premium and would not receive any refund as a consequence of cancelling the policy. The account holder can cancel any upgrades or endorsements at any time by telling us either over the phone or in writing. We will not refund any premium unless the account holder cancels the relevant upgrade or endorsement within 14 days from the date of purchase or renewal or the date of receiving the relevant documents or renewal notice, whichever is the later, and so long as no insured person has travelled or made a claim. If you need to claim How to make a claim While you are away: If you are injured or ill while you are away, call our Emergency Assistance Service from abroad Lines are open 24 hours a day, 365 days a year Non-emergency claims in the UK from abroad Lines are open 9am to 5pm Monday to Friday Legal Costs claims in the UK from abroad Lines are open 24 hours a day, 365 days a year How to complain Should there ever be an occasion where you need to complain, please call us on or if you wish to write, then please address your letter to Customer Relations, PO Box 1150, Churchill Court, Bromley BR1 9WA. If we cannot resolve the differences between us, you may refer your complaint to the Financial Ombudsman Service (FOS). Their address is: Financial Ombudsman Service, Exchange Tower, London E14 9SR. Phone: You can visit the FOS website at Details about our regulator U K Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registration number The Financial Conduct Authority website, which includes a register of all regulated firms can be visited at or the Financial Conduct Authority can be contacted on The Prudential Regulation Authority website can be visited at or the Prudential Regulation Authority can be contacted on Under the Financial Services and Markets Act 2000, should the company be unable to meet all its liabilities to policyholders, compensation may be available. Insurance advising and arranging is covered for 90% of the claim without any upper limit. For compulsory classes of insurance, Insurance advising and arranging is covered for 100% of the claim, without any upper limit. Information can be obtained on request, or by visiting the Financial Services Compensation Scheme We will also be happy to send you any of our brochures, letters or statements in Braille, large print or audio, upon request. RBS Select Silver Account Travel Insurance is underwritten by U K Insurance Limited. Registered office: The Wharf, Neville Street, Leeds LS1 4AZ. Registered in England and Wales No U K Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. 11

12 Select Silver Account Mobile Phone Insurance Policy Summary This is a summary of the policy and does not contain the full terms and conditions of the cover, which can be found in the Select Silver Account Mobile Phone Insurance terms document. It is important that you read the full policy wording carefully and keep it for future reference. Who is the insurer? The insurer is Aviva Insurance Limited. What is Select Silver Account Mobile Phone Insurance? This Mobile Phone Insurance policy provides cover for your phone in the event of damage, loss, theft or breakdown outside the manufacturer s warranty. What are the main features and benefits? Cover is for one mobile phone that is owned and used by the account holder. Where the account is in joint names, one phone will be covered for each account holder, with a maximum of two phones per account. The phone is covered whilst being used by the account holder only. We will settle claims by replacing the phone. Our replacement phones are refurbished models. All replacement phones provided by us will come with a 12 month warranty. The phone will be covered whilst the account holder is temporarily outside the UK, providing they remain a permanent UK resident, meaning they have their main home in the UK. If you are abroad when a claim happens, we will not replace the phone until you return to the UK. The cover provided by this policy allows for a maximum of two claims in total during any 12 month period. Where the Select Silver Account is in joint names, you will be entitled to make a maximum of two claims per account holder in any 12 month period, with an overall limit of 4 claims per Select Silver Account in any 12 month period. Accessories are covered up to 250 per claim, if they are lost, stolen or damaged at the same time as your phone. In the event of unauthorised use following loss or theft, we will provide cover for up to 2,500 for monthly contracts and up to 100 for pay as you go customers. What are the significant or unusual exclusions or limitations? There are a number of exclusions and limitations in your policy. Significant or unusual ones are shown below. Full details can be found under the What is not covered heading in Sections 6 and 7, as well as the General Conditions and General Exclusions sections of your Mobile Phone Insurance Terms. You must report loss or theft of your phone to your network provider within 24 hours (48 hours if outside the UK) for unauthorised use claims. We may refuse to pay any unauthorised use claim if you fail to report the loss or theft to your network provider in accordance with the policy terms. You will need to pay the first 75 of each claim made on this policy. This is known as the excess. 12

13 You must take all reasonable precautions to prevent loss, theft or damage. Accessories are only covered if they have been lost, stolen or damaged at the same time as the phone. We will not pay any costs relating to cosmetic enhancements, such as plating or embellishment with precious metals, stones or crystals. There is no cover for any phone manufactured wholly or substantially from precious metals, stones or crystals. There is no cover if the phone; is being used by someone other than the account holder has been deliberately left unattended and unsecured. There is no cover for theft or loss of the phone; from an unattended vehicle unless the phone has been placed in a locked and concealed boot, concealed luggage compartment or closed glove box of a securely locked vehicle that has been broken into using force and violence. There is no cover for damage caused by general wear and tear or damage that does not affect how the phone works. We will not pay any claim where you are unable to provide the IMEI number of the phone, the IMEI number cannot be verified by us, or the IMEI number provided belongs to a phone that has previously been reported as lost or stolen. Where requested, you will be required to provide such information, documents or receipts reasonably necessary to support and/or verify your claim. How long does my policy run for? Unless you exercise your right to cancel, the policy will remain in force as long as you have a Select Silver Account and remain permanently resident in the UK. As your circumstances may change over time, it is important you review the terms and conditions of your Select Silver Account Mobile Phone insurance regularly to ensure that the cover remains adequate for your needs. Registration We strongly recommend that you register your phone as soon as possible. If the phone has not been registered before a claim is made, registration will need to be carried out at that time. It s simple to register do this by visiting or calling How do I make a claim? Important steps you need to take: Report loss or theft to your network provider within 24 hours (48 hours if you are abroad at the time). Tell us about any claim as soon as possible, but always within 60 days of discovery. If you need to make a claim, either: Go online through silveraccountbenefits; or Call If you have not registered your mobile phone details you will need to register before you claim. Our phone lines are open: Monday to Friday Saturday Sunday Bank Holidays (closed on Christmas Day) 13

14 Your Cancellation Rights You have a statutory 14 day period in which to cancel the Select Silver Account Mobile Phone Insurance. This period begins on the start date or when the insurance terms and conditions are received, whichever is later. If the Select Silver Account Mobile Phone Insurance is not cancelled within the above 14 day period, the Mobile Phone Insurance will remain active until the cover is cancelled in accordance with the rights set out in General Conditions section of the terms and conditions or you cease to be permanently resident in the UK. To exercise your right to cancel, please call: Please note, if the Mobile Phone Insurance is not required, there will be no refund or reduction in the Select Silver Account fee. If you have a complaint Our goal is to give excellent service to all our customers but we recognise that things do go wrong occasionally. We take all complaints we receive seriously and aim to resolve all our customers problems promptly and achieve a fair outcome. To ensure that we provide the kind of service you expect we welcome your feedback. We will review the complaints we receive to make sure that we continually improve the service we offer. Details of our full complaints process can be found in your policy wording. If you are unhappy with any aspect of the handling of your Mobile Phone Insurance claim we would encourage you, in the first instance, to seek resolution by contacting us: By telephone: In writing either via the silveraccountbenefits or by letter addressed to: RBS Select Silver Account Aviva Mobile Phone Insurance PO Box 351 Southampton SO30 2PJ If for some reason we haven t been able to resolve your complaint within eight weeks, or you re not satisfied with the resolution you can refer your complaint to the Financial Ombudsman Service. If you receive a final response letter from us and you want to contact the Financial Ombudsman Service, you ll need to do this within six months of receiving our final response letter: The Financial Ombudsman Service Exchange Tower London E14 9SR Telephone: Financial Services Compensation Scheme We are members of the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from this scheme if we cannot meet our obligations, depending on the type of insurance and the circumstances of your claim. Aviva Insurance Limited. Registered in Scotland, No Registered Office: Pitheavlis, Perth PH2 0NH. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. 14

15 If you are in the UK and you need to claim, you must report the incident in accordance with the following table: Action Required Incident Loss Theft Malicious Damage Accidental Damage or Breakdown Report to Airtime Provider Report to Police Within 24 hours N/A Within 24 hours N/A N/A Within 24 hours Within 24 hours Crime Reference Number Required N/A 3 3 N/A Report to Homecare Within 10 days Within 10 days Within 10 days N/A Within 10 days If you are abroad and you need to claim, you must report the incident in accordance with the following table: Action Required Incident Loss Theft Malicious Damage Accidental Damage or Breakdown Report to Airtime Provider Within 48 hours Within 48 hours N/A N/A Report to Local Police Within 48 hours Within 48 hours Within 48 hours Crime Reference Number Required N/A 3 3 N/A Report to Homecare Within 10 days of return to the UK Within 10 days of return to the UK Within 10 days of return to the UK N/A Within 10 days of return to the UK Consumer Protection Homecare is a member of the Financial Services Compensation Scheme so you may be entitled to compensation if they cannot meet their obligations. Insurance advising and arranging is covered for 90% of the claim, without any upper limit. 15

16 about our insurance services 36 St Andrew Square Edinburgh EH2 2YB 1. The Financial Conduct Authority (FCA) The FCA is the independent watchdog that regulates financial services. Use this information to decide if our services are right for you. 2. Whose products do we offer? We offer products from a range of insurers. We only offer products from a limited number of insurers. We can only offer products from: U K Insurance Limited for home insurance U K Insurance Limited for motor insurance U K Insurance Limited for travel insurance provided with Select Silver, Select Platinum and Black current accounts U K Insurance Limited for home emergency service provided with Black current accounts U K Insurance Limited for Green Flag provided with Select Platinum and Black current accounts Underwritten by Aviva Insurance Limited, administered by Carphone Warehouse for mobile phone insurance with Select Silver, Select Platinum and Black current accounts We only offer our own products 3. Which service will we provide you with? We will advise and make a recommendation for you after we have assessed your needs. You will not receive advice or recommendations from us for any type of non-investment insurance contract. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed. 16

17 4. What will you have to pay us for our services? A fee. No fee. You will receive a quotation that will tell you about any other fees relating to any particular insurance policy. 5. Who regulates us? The Royal Bank of Scotland plc. Registered in Scotland No Registered Office: 36 St Andrew Square, Edinburgh EH2 2YB is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number is Our permitted business includes arranging and advising on non-investment insurance. You can check this on the FCA s Register by visiting the FCA s website or by contacting the FCA on What to do if you have a complaint If you wish to register a complaint, please contact us: In writing: The Royal Bank of Scotland plc, Customer Relations Manager, PO Box 594, Chatham ME4 9DP By phone: If you have a hearing or speech impairment you can call us on Minicom If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. 7. Are we covered by the Financial Services Compensation Scheme (FSCS)? We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. For non compulsory classes of insurance, insurance advising and arranging is covered for 90% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS. 17

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20 Braille, large print or audio format? If you would like this information in Braille, large print or audio format please contact us on (Minicom ). The product(s) mentioned in this literature is/are covered by the Financial Services Compensation Scheme (FSCS). The FSCS can pay compensation to depositors if a bank is unable to meet its financial obligations. For further information about the compensation provided by the FSCS, refer to the FSCS website Calls may be recorded. iphone and ipod are trademarks of Apple Inc. The Royal Bank of Scotland plc. Registered Office: 36 St Andrew Square, Edinburgh EH2 2YB. Registered in Scotland No RBS June 2015