Privilege and Privilege Premier current accounts. How to enjoy the benefits

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1 Privilege and Privilege Premier current accounts How to enjoy the benefits

2 2 How your benefits stack up With our Privilege and Privilege Premier current accounts, you can make life, and your banking, a lot easier all round. Here s a taster of the benefits available. The Privilege current account a taster Worldwide travel insurance. Mobile phone insurance. An automatic 200 overdraft. The first 200 is interest-free. Formal overdraft above 200 is charged at 15.9% EAR and informal at 18.9% EAR. Subject to status. Privilege Savings account for the life of your Privilege current account. Exclusive mortgage deals. Choice of one additional tailored benefit (see pages 13, 14). Privilege Premier current account more on top With a Privilege Premier current account, you also enjoy some extra benefits on top of what you get with our Privilege current account. UK & European breakdown cover (if it is a joint account, both customers are covered). A higher automatic 300 overdraft rate. The first 300 overdraft is interest-free. A formal overdraft above 300 is charged at 15.9% EAR and an informal overdraft is charged at 18.9% EAR. Subject to status. Privilege Premier Savings account for the life of your Privilege Premier current account. Get more information on these extra savings (see page 12).

3 How your benefits stack up Now pick one of three additional benefits to suit you at no extra charge! Our Privilege and Privilege Premier current accounts also come with a choice of one of three additional benefits giving you the chance to shape your account around your individual lifestyle needs. Simply choose the one that suits you best... Credit Report Monitoring Enjoy added personal security. Credit Report Monitoring service**. Start feeling safer, see page 13. Airport Lounge Passes For airport travellers. Airport Lounge Passes four passes per year to selected airport lounges around the world**. Travel extras ready to go, see page 14. Gadget** Protect your portable devices and gadgets. Cover against theft, accidental and malicious damage for your registered items. Gadget accessories cover included. Mechanical or electrical breakdown cover included. 3 How your benefits stack up For more information please refer to the Policy Summaries. Cover for your gadgets, see page 14. Now s the time to choose! There are three additional benefits to choose from. You have 60 days^ from the date you opened your account to select which additional benefit you d like. To register your choice: Call or visit co-operativebank.co.uk/benefits ^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. **Registration to activate the policy or service is required. You can do this online at co-operativebank.co.uk/benefits or by calling Limitations apply.

4 Privilege current account 4 Privilege current account benefits Squeeze more out of your banking with your Privilege current account. Starting here... Worldwide travel insurance Active from the moment you open your Privilege 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.

5 There is no cover for trips over 45 consecutive days duration. Privilege current account Any trip solely within the UK 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. 5 Privilege current account If it s 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. If there are any changes in your health you must notify AXA, otherwise the insurance may not be valid. 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.

6 Privilege current account 6 Privilege current account Mobile phone insurance A lost, stolen or damaged mobile can be expensive and inconvenient. The cover that comes with your account really takes the pressure off should this happen. Insures up to four handsets up to the value of 1,000 per phone so your household family 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 a 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 The Co-operative Bank by Lifestyle Services Group Limited and underwritten by Assurant General Insurance Limited. Registering 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 co-operativebank.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 co-operativebank.co.uk/benefits Limitations apply.

7 More benefits from spending to saving 200 overdraft To make sure you re not caught short unexpectedly, your Privilege current account comes with an automatic 200 overdraft. The first 200 is interest-free. A formal overdraft above 200 is charged at 15.9% EAR and an informal overdraft is charged at 18.9% EAR. Subject to status. Need a little more on top? If you need a higher limit and wish to apply for a formal overdraft contact us on Please refer to the Guide to charges on pages 26 to 29 for details. Privilege current account Your Linked Savings account When you opened your Privilege current account we automatically opened a Privilege Savings account for you. It s a brilliant way to make more of your money quickly and easily. Here s why... You can transfer money quickly and easily between your current and savings account, earning interest on it as you go along. It pays a rate of interest which is guaranteed to track up to a maximum of 0.3% below the Bank of England Base Rate for the life of your Privilege current account^. 7 Privilege current account ^Interest earned is subject to UK tax in accordance with HM Revenue and Customs regulations.

8 Privilege current account 8 Privilege current account Exclusive mortgage offer The Co-operative Bank offer a competitive range of mortgages for our Privilege and Privilege Premier customers. Speak to one of our qualified mortgage advisers to get advice on a mortgage product to meet your needs and circumstances. Our mortgages offer: 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. See our website or call for current offer details.

9 Loans If you need to borrow money over the short or long term we offer our customers straightforward loans with fixed repayments so you always know exactly how much it s costing you. And because we re responsible lenders, we never let you borrow more than you can afford to repay. Privilege current account 9 Privilege current account Borrow between 2,000 to 25,000. Spread your loan repayments over one to seven years. For available rates please contact us. To find out more call us on and have your Privilege or Privilege Premier current account number to hand.

10 Privilege current account 10 Privilege current account Legal advice provided by The Co-operative Legal Services Sometimes, life doesn t go to plan. But if something does go wrong, advice from The Co-operative Legal Services (part of The Co-operative) is just a phone call away. Our team are here to help with any personal legal problem, 24 hours a day, 7 days a week on For example, we could help you with: employment issues personal injury medical negligence property issues will writing probate. 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. The Co-operative Legal Services will provide clear, precise and confidential telephone personal legal advice 24 hours a day, 7 days a week. To help The Co-operative Legal Services check and improve their service standards, all calls may be monitored and recorded. This offer is valid as at 04/2015. This offer may be amended/withdrawn at any time. The Co-operative Legal Services is 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 The Co-operative Legal Services will refer you to one of our approved panel solicitors to provide this service. 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.

11 Take all the benefits and discounts of the Privilege current account then add extras on top. That s what you get with your Privilege Premier current account. Starting right here... UK and European motor breakdown cover When you re on the road, it s great to have the peace of mind and reassurance that comes from comprehensive motor breakdown cover. Your UK and European breakdown cover includes: Personal-based breakdown cover for the named account holder(s) NOT the vehicle. Roadside assistance to repair your 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. Privilege Premier current account 11 UK and European motor breakdown cover is provided on behalf 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. IMPORTANT! Keep the enclosed policy document handy You ll find breakdown cover policy details in this Welcome Pack. Put them in your glove compartment and store the emergency assistance number in your mobile. Emergency assistance number: (option 1) Privilege Premier current account

12 Privilege Premier current account 12 Privilege Premier current account Extras to help with your spending and saving 300 overdraft Your Privilege Premier current account allows you to tap into a 300 overdraft which was set up automatically when you opened your Privilege Premier current account. The first 300 is interest free. A formal overdraft above 300 is charged at 15.9% EAR and an informal overdraft is charged at 18.9% EAR. Subject to status. Need a higher limit? You can apply for a formal overdraft by contacting Please refer to the Guide to charges on pages 26 to 29 for details. Your Privilege Premier Linked Savings account When you opened your Privilege Premier current account we automatically opened a Privilege Premier Savings account for you. It s a brilliant way to make more of your money quickly and easily. Here s why... You can transfer money quickly and easily between your current and savings accounts, earning interest on it as you go along. It pays a rate of interest on balances up to 100,000 which is guaranteed to track up to a maximum of 0.1% below the Bank of England Base Rate for the life of your Privilege Premier current account^. ^Interest rate tracks the Bank of England Base Rate for balances over 100,000. Interest earned is subject to UK tax in accordance with HM Revenue and Customs regulations. Remember Your Privilege Premier Savings account rate tracks 0.1% below the Bank of England Base Rate on balances up to 100,000, guaranteed for as long as you hold your Privilege Premier current account. It s easy to start saving now, call for more information or pop into your local branch.

13 Additional benefits information 13 The additional benefits in more detail Choose one of three additional benefits available with both the Privilege and Privilege Premier current accounts. 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 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 ll 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. Additional benefits information 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. *Registration to activate this policy or service is required. You can do this online at co-operativebank.co.uk/benefits. Please note: Registration for Credit Report Monitoring service is online only.

14 Additional benefits information 14 Additional benefits information 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. Subject to terms and conditions. Gadget** 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 individual item limit of 1,200. Cover for theft, damage and breakdown (including faults) occurring anywhere in the world. If any accessories for your gadget 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. REMEMBER! 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 co-operativebank.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 Privilege and Privilege Premier current account additional insurance benefits for Credit Report Monitoring, Airport Lounge Passes and Gadget are provided on behalf of The Co-operative Bank by Lifestyle Services Group Limited and insured by Assurant General Insurance Limited. **Registration to activate the policy is required. You can do this online at co-operativebank.co.uk/benefits or by calling

15 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 Co-operative Bank Privilege or Privilege Premier current account holder you are eligible for the service. You must register your details with us online at co-operativebank.co.uk/benefits providing: your name and address part of your Co-operative Bank debit card number (please have your debit card to hand) your date of birth. You must keep your secure login details confidential. 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 that can help you prevent your information being accessible to others. Additional benefits information 15 Or call our Benefits Helpline on Benefits Customer Services are available: Monday-Friday Saturday-Sunday 8am-8pm 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 PO Box 98 Blyth NE24 9DL Please ensure that you quote your policy number and your full name and address. Additional benefits information

16 Additional benefits information 16 Additional benefits information Price This benefit is provided as a benefit of you being a Co-operative Bank Privilege or Privilege Premier 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 Privilege or Privilege Premier current account monthly subscription. You must be aged 18 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 messaging. To obtain your credit report, please visit co-operativebank.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 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 Co-operative Bank Privilege or Privilege Premier current account holder who has selected the Credit Report Monitoring service option, if the connected Privilege or Privilege Premier 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 PO 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 Co-operative Bank Privilege or Privilege Premier 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 phone 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 PO Box 98 Blyth NE24 9DL

17 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. Other information Lifestyle Services Group Limited. Registered in England No Osprey House Ore Close Lymedale Business Park Newcastle-under-Lyme Staffordshire ST5 9QD 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: Additional benefits information 17 Customer Relations Lifestyle Services Group Ltd PO 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. Additional benefits information

18 Additional benefits information 18 Additional benefits information Airport Lounge Passes Arranged by Lifestyle Services Group Limited and provided by Priority Pass Limited Service summary Airport Lounge access is available to Co-operative Privilege or Privilege Premier 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 Co-operative Bank Privilege or Privilege Premier 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 Privilege or Privilege Premier current account or Airport Lounge Passes option selection 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 co-operativebank.co.uk/benefits or call Monday-Friday Saturday-Sunday 8am-8pm 9am-6pm 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 Co-operative Bank Privilege or Privilege Premier 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. 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 or damaged cards. Lost, stolen or damaged cards will be deactivated wherever possible. Things to know: Before you go, simply check the lounge lists in your membership booklet or online at co-operativebank.co.uk/benefits If you don t have access to your lounge directory don t worry. Simply text the three-letter airport

19 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 will 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: Osprey House Ore Close Lymedale Business Park Newcastle-under-Lyme Staffordshire ST5 9QD Priority Pass Limited Registered in England No: Fulham Road LONDON SW6 5NJ 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 Additional benefits information 19 future and would like us to stop contacting you for this purpose, please write to: Benefits Customer Services Lifestyle Services Group Limited PO 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 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. Additional benefits information

20 Additional benefits information 20 Additional benefits information 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 The Co-operative Bank Privilege and Privilege Premier current account holders who wish to ensure that their gadget(s) and/or those of their family member(s) are covered against theft, accidental damage, water and liquid damage, electrical or mechanical breakdown. The Co-operative Bank p.l.c. is not providing you with a personal recommendation based on your individual circumstances as to whether this policy is suitable for your needs, and recommends that you read the Policy Summary that follows. 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 or by phoning Policy Summary As a benefit of being a Co-operative Bank Privilege or Privilege Premier 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 isn t 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. What is a gadget? A gadget is either: A self-contained, portable device, having the design intention of supporting multimedia applications or obtaining multimedia content. The insured device must be self-supporting and not be dependent upon any other type of physical device for its operation. Or This policy is designed to cover the following or similar devices: PDAs (Personal Digital Assistant), digital cameras, satellite navigation systems, portable camcorders (digital or otherwise), portable games consoles. A games console (e.g. Wii, Xbox, Playstation). We do not cover the screen used to view or play the content. What is an accessory? All accessories up to a combined original retail value of 50, (including VAT), per claim (proof of purchase must be provided with your claim). The original retail value per accessory will be the standard selling price applicable on the original day of purchase.

21 What you are covered for This policy covers registered gadgets up to a combined retail value of 1,200 (including VAT) for each Privilege or Privilege Premier 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. 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. Additional benefits information 21 What you are NOT covered for You need to pay a contribution every time you make a successful claim of: Laptops and tablets - 50 All other gadgets 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. Additional benefits information Any gadgets which are not registered on your policy at the time they are stolen, damaged or breakdown. Duration of this policy Your Policy will remain in place until it is either cancelled by you, or if you close your Co-operative Bank Privilege or Privilege Premier current account.

22 Additional benefits information 22 Additional benefits information Price of your insurance This policy is provided as a benefit of you being a Co-operative Bank Privilege or Privilege Premier current account holder. The cost is an inclusive part of your Privilege or Privilege Premier current account monthly subscription. Registering your gadget You must register the gadget(s) to take advantage of this cover. Please go to co-operativebank.co.uk/benefits or call and follow the procedure. You will need to provide the following information: your name and address 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 co-operativebank.co.uk/benefits or by calling the make, model, and serial number of the gadget(s) your Co-operative Bank Privilege or Privilege Premier 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.

23 Cancelling your insurance You have the right to cancel your insurance at any time. No refund is due upon cancellation. 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 LSG.Customerrelations@lifestylegroup. co.uk If after making a complaint you are still unhappy, you may contact the Financial Ombudsman Service. Need another copy? Financial Services Compensation Scheme (FSCS) Lifestyle Services Group and Assurant General Insurance Limited 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 fscs.org.uk Please see section N of the Gadget Insurance Policy Document for further details. Additional benefits information 23 Additional benefits information 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.

24 Benefits of The Co-operative Membership 24 Benefits of The Co-operative Membership Become a member of The Co-operative Group You will earn points on most of our products and services including Privilege and Privilege Premier current accounts*. 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 the perks of 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.

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26 Guide to charges 26 Guide to charges Our fees and charges clearly explained Privilege and Privilege Premier current account We like to keep things clear and simple The charges shown in this guide to charges section apply to your Account from 5 July 2015, and the charges shown in the previous edition of your guide to charges continue to apply to your Account until that date. There are some beneficial changes to charges which will be applied to all accounts from 5 April 2015, there will also be an additional change from 5 July 2015, these are as follows: From 5 April 2015: 1. Removal of the unpaid item charge for all accounts; 2. Removal of the annual service charge for formal overdrafts; and 3. Reduced informal overdraft charges (monthly and daily charges and quarterly cap). As unpaid item charges and annual service charges for formal overdrafts are no longer applied to these current accounts they are not shown as items in the list of charges enclosed. From 5 July 2015: Payments over the equivalent of 100 from any country outside the European Union (EU) or European Economic Area (EEA) will be charged a flat fee of 6**. All services, charges and rates shown on the previous version of this Account Charges Leaflet/Guide to Charges continue to apply until the dates specified above. 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 from any branch, by ringing telephone banking on or online at co-operativebank.co.uk Key points about our overdrafts 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 would cause your account to become overdrawn or to exceed a (previously agreed) formal overdraft limit. We call this an informal overdraft. If you request it and we agree, we may convert an informal overdraft into a formal overdraft.

27 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 three ways: 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. 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. Guide to charges 27 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 or visit one of our branches for a free financial health check. Guide to charges

28 Guide to charges 28 Guide to charges Monthly subscription fee A monthly subscription fee will be collected on the first Business Day of every month Overdraft services Account standard overdraft facility (overdraft increase requests are reviewed on application) Privilege 11 Privilege Premier Current Account, Current Account Plus and Student Current Account Current Account Plus You can go overdrawn up to 200 at any time without incurring any charges. (Debit interest will apply.) Privilege You can go overdrawn up to 200 at any time in a month without incurring interest. Privilege Premier You can go overdrawn up to 300 at any time in a month without incurring interest. Free Not available Up to 200 Up to 200 Up to 300 Debit interest rate Student Year of study You can go overdrawn up to the following amounts at any time in a month without incurring interest: Current Account/Current Account Plus Informal/formal overdraft service. Privilege Formal overdraft service over 200. Informal overdraft service over 200. Privilege Premier Formal overdraft service over 300. Informal overdraft service 300. Student Formal overdraft service above the free overdraft for the current year of study. Informal overdraft service above the free overdraft for the current year of study. 1,400 1,700 2, % per month; 18.9% EAR* 1.24% per month; 15.9% EAR* 1.46% per month; 18.9% EAR* 1.24% per month; 15.9% EAR* 1.46% per month; 18.9% EAR* 0.79% per month; 9.9% EAR* 1.46% per month; 18.9% EAR*

29 Overdraft services (continued) Informal overdraft service charges (except Student current account) Waiver Buffer Quarterly cap Charging period Foreign transaction services Non-sterling transaction fee Cash fee 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. Guide to charges 29 We will not charge you any informal overdraft service charges for informal overdrafts that last six consecutive Business Days or less provided that you had not requested an informal overdraft in the previous 12 months, but you will incur debit interest. 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 will incur debit interest. 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 three 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. 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. 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^. 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 a merchant processes the transaction may result in a fee being applied to your account. If this happens please contact us % of the value of the transaction 2% of the value of the currency/cheques or 2 (whichever is greater) Guide to charges

30 Guide to charges 30 Guide to charges Foreign transaction services (continued) 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 1-3 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. 0.25% (min 13, max 35**) ** 20** Receiving Payments from overseas - in sterling or foreign currency # Foreign currency banknotes # 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. Inclusive of exchange commission. Sales. Purchases. Free Free 6 flat** Free Free ~ 1.25% (min 3 per individual currency transaction) Issue of travellers cheques # Foreign currency cheques. Free ~ Encashment of travellers cheques # Sterling. Foreign currency cheques. Free ~ 1.25% (min 3 per individual currency transaction)

31 Foreign transaction services (continued) 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 # Cheques Issued Collection of cheques drawn in currency on a sterling account Cheques returned unpaid Electronic payments Guide to charges % (min 15, max 60**) 4** 0.25% (min 8, max 60**) 0.25% (min 3, max 60**) 10** Guide to charges 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. Free 2% of the value, min 2 Stopped cheques When you instruct us that a cheque you have issued should not be paid. 10 Special presentation Subject Access Request Status Enquiry 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. Under the Data Protection Act (DPA) you are entitled to a copy of all personal information we hold about you. This charge covers administrative costs. 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 Copy statement For each additional copy requested. 5 (per statement) Copy cheque 5 (per cheque)

32 Guide to charges 32 Guide to charges List of standing orders and Direct Debits 8 Banker s cheque To assure payment when buying goods such as a car, by cheque. 10 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. * EAR = Equivalent Annual Rate for overdrawn balances. ** Plus postage, transmission and agent s charges where applicable. ~ Home delivery service is available and will be charged at cost. ^ Transactions are converted into sterling using the Visa Scheme Exchange Rate which can be found at # 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.

33 Current accounts Accounts for children Student accounts Savings Credit cards Loans Mortgages Life assurance Ethics as standard Membership Please call * if you would like to receive this information in an alternative format such as large print, audio or Braille. To hold a Privilege or Privilege Premier current account you must be 18 or over and a UK resident. The terms and exclusions applicable to any of the account benefits are set out in this Welcome guide. Savings account: If you convert your account back to either a Privilege or current account, a lower rate of interest will be paid on the savings account linked to your current account. Policy and supplier terms and exclusions apply. Financial information correct as at 03/2015. Credit facilities are provided by The Co-operative Bank p.l.c. and are subject to status. The Bank reserves the right to decline any application. The subscription fee for the Privilege current account is 11 debited from the account on the first working day of each month. The subscription fee for the Privilege Premier current account is debited from the account on the first working day of each month. 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. * Calls may be monitored or recorded for security and training purposes. Calls to 0800 numbers are free from landlines. Calls from landlines are typically charged up to 9p per minute. Calls from mobiles typically cost between 8p and 40p per minute. Calls from landlines and mobiles are included in free call packages. 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 MKT10788_WEB 04/2015