YOUR BANKING RELATIONSHIP WITH US. Personal Banking terms and conditions

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1 YOUR BANKING RELATIONSHIP WITH US Personal Banking terms and conditions July 2015

2 Changes to your Bank Account or Savings Account Conditions We are making some changes to the conditions that apply to our Bank Accounts and Savings Accounts, including a redesign of the Personal Banking Terms and Conditions. The changes will take effect from 22 November 2015 unless stated otherwise in the Notice of Variation. Please see page 25 for details of all of the changes and page 28 for our new Personal Banking Terms and Conditions that will apply from 22 November Conditions This booklet contains the general conditions that apply to our personal bank accounts and some related services. Please read it carefully and keep for future reference. Section A Introduction to this agreement 2 The services this agreement covers 2 How this agreement works 3 Section B Contact and security 4 Contacting each other 4 Security 4 Statements and information 5 Section C Banking services 6 Opening and processing times and general conditions about payments 6 Payments into your account (deposits) 6 Payments out of your account (withdrawals) 9 Interest and charges 13 Overdrafts and available funds 14 Benefits packages 15

3 Section D General conditions 16 Joint customers 16 Authorising others to operate your accounts 16 Changes to these conditions and the additional conditions 17 General liability 19 Using money between accounts (set-off) 19 Ending this agreement or an account or service 20 Transferring rights and obligations 21 Not enforcing this agreement 21 Law applying to this agreement 21 If you have a complaint 21 Tax reporting and withholding for customers who are subject to the tax regime of certain other countries (including the US) 21 How we are regulated 23 Other information 24 Important information about your personal information 24 Personal data and Lloyds Bank plc 24 Changes to our Bank and Savings Account conditions 25 Personal Banking Terms and Conditions effective from 22 November

4 Our contact details If... you have any general enquiries about your account, including additional information about the transactions on your account. your debit card is lost or stolen, we will cancel the debit card and send you a replacement. you lose or damage your cheque book you can cancel your existing cheque book and arrange for a replacement. We do not make our usual charge for stopping cheques for this service. you ve forgotten your PIN. We will then order you a replacement PIN once we have confirmed your identity. You will need to unlock or change this PIN at any Lloyds Bank cash machine by selecting PIN services before you can use it. Then... call , write to us at Lloyds Bank BX1 1LT, or (if you have a hearing or speech impairment) call Textphone You can also contact us for certain queries by completing an enquiry form, available through the contact us link on our website lloydsbank.com call if you are in the UK, or if you are abroad. call call you are worried that someone knows your Security Details. call you are worried that an automated payment or card transaction on your account has not been properly authorised by you, or has been incorrectly executed on your account you must notify us. you want to find out our standard exchange rates for foreign cheques, international payments and foreign currency card transactions. need to tell us about a change of name or address. you have a complaint. you want to write to us. call visit us in branch or call visit a Lloyds Bank branch, call Telephone Banking or send us a change of name/address form (which you can get in branch or through Telephone or Internet Banking). see the If you have a complaint section at the end of this booklet. write to us at Lloyds Bank, BX1 1LT. You can contact us using Text Relay (previously Typetalk) on any of our telephone numbers. If you need to be called back and would like us to call you through Text Relay, please tell us when you call. Call costs may vary depending on your service provider. Not all Telephone Banking services are available 24 hours a day, seven days a week. Please speak to an adviser for more information. Calls may be monitored or recorded in case we need to check we have carried out your instructions correctly and to help improve our quality of service. 1

5 Section A Introduction to this agreement 1. The services this agreement covers 1.1 This document sets out the general conditions for our sterling bank accounts and related banking services for personal customers resident in the United Kingdom ( UK ). These accounts and services may also have additional conditions (see condition 2 for more details). If we offer other services in the future, we will make it clear at the time if these general conditions will apply to them. Bank accounts We offer an extensive choice of current accounts to suit a wide variety of needs. These range from an account offering basic banking services to accounts including added benefits, for example, some types of insurance. Money can be paid directly into a current account in cash, by cheque or by direct transfer from another account. You can take money out in many different ways, such as by cheque, card, in cash, direct transfer to another account, direct debit or standing order. We may agree to give you an overdraft on your current account and, as part of our overall service, we will consider requests for an Unplanned Overdraft or increased Unplanned Overdraft and tell you of our decision. Often we do grant an Unplanned Overdraft for a short period because we believe this to be an important aspect of the banking service which we offer our customers. If we always refused Unplanned Overdrafts this would in many cases lead to inconvenience for our customers. However, we do have options available for those customers who would prefer to avoid Unplanned Overdrafts. Please contact us if you would like to discuss those options. If you want to put some of your money aside, you can open a savings account. There may be limits to the ways you can take money out of a savings account, compared to a current account. For example, you may not be able to set up standing orders or direct debits on a savings account. Cards Debit and Cashpoint cards are covered by these general conditions. (These cards do not give you additional rights to borrow money. The terms of use for our other cards, such as credit cards and prepaid cards, are covered by separate agreements.) You can use debit cards to take money from your current accounts by making cash withdrawals from cash machines, getting cash back from some retailers and paying for goods and services in the UK and other countries. You can use Cashpoint cards to take money from your current accounts (and some savings accounts) by making cash withdrawals from cash machines. You may also be able to use your card at cash machines for a variety of other services such as making deposits, paying bills, transferring funds, topping up your mobile phone, making a balance enquiry or making a charitable donation. This will depend on whether the cash machine offers these services and if it is a Lloyds Bank Cashpoint machine. In Scotland, you can also use your card at Bank of Scotland Cashpoint machines. Your card may not allow you to use all services offered by cash machines operated by other providers. Telephone Banking, Internet Banking and Mobile Banking You can give us instructions and access information on your accounts by phone using Telephone Banking or, once you have registered, electronically using Internet Banking. Once you have registered, we can also provide Mobile Banking. This includes a range of text alert services where we send you text messages with information about your current accounts and Mobile Banking which allows you to access information on your accounts and give us certain instructions using your mobile phone. 1.2 You may not be eligible for all of our accounts or services or all the features they have for example, we will not give you a Planned Overdraft if you are under 18. We may also limit the number of accounts, benefits packages or services you can hold with us. 1.3 An important part of our role as your bank is to provide you with services to help you manage your finances. We do not generally provide advice, but we can use information we have about you to suggest other services we think might interest you. To find out more about how we and other Lloyds Banking Group companies use your personal information, please read the section at the end of these terms and conditions headed Important information about your personal information. Please ask us if you have any questions about this agreement or any other matter by visiting one of our branches, calling us or writing to us. 2

6 2. How this agreement works 2.1 This agreement for the above bank accounts and related banking services is made up of the general conditions in this document and any additional conditions we give you for these accounts or services. We will tell you if these general conditions apply when you take a new product or service from us. 2.2 Additional conditions are the interest rates, charges and other terms that apply to a specific service, benefit or account that are not included in this document. These will include, for example, minimum and maximum balances; how to qualify for a particular account, service, rate or benefit; interest rates and charges; and notice periods on savings accounts. We will give you these additional conditions separately for example they may be included as part of our application forms, letters or leaflets (such as welcome packs), on our website, in our Banking Charges guide or by phone. 2.3 If any additional condition conflicts with any general condition in this document, the additional condition will apply. For example a savings account may have different terms for working out or paying interest, so those terms will apply instead of the conflicting terms in these general conditions. 2.4 General law (for example, about banking or consumer protection) applies to the accounts, benefits and services we provide you. For further information about your statutory rights please contact your local Trading Standards Department or Citizens Advice Bureau. 2.5 Except where the general law cannot be changed or excluded, if any term of this agreement conflicts with the general law, then this agreement will apply. 2.6 This agreement only covers banking services we provide for your personal use. We have different agreements if you are a customer for the purposes of a business, club, charity or other organisation, or if you are acting as a trustee, personal representative, partner or sole trader. This agreement does not affect or change the terms (express or implied) of those agreements. 2.7 In this agreement, we / us are Lloyds Bank plc. 2.8 This agreement also refers in places to Lloyds Banking Group. The Lloyds Banking Group includes companies using brands including Lloyds Bank, Halifax and Bank of Scotland and their associated companies. More information on the Lloyds Banking Group can be found at lloydsbankinggroup.com 3

7 Section B Contact and security 3. Contacting each other 3.1 Our contact details are in the contact details section at the beginning of this document. 3.2 You can contact us and give us instructions in branch, through Telephone Banking, Internet Banking or Mobile Banking (once you have registered for them), or by using a card. In Scotland, you can contact us and give us instructions for most of your day to day banking in Bank of Scotland branches. Any instructions you give us are not effective until we actually receive them. You can usually use our Telephone, Internet and Mobile Banking services and Cashpoint machines at all times but occasionally repairs, updates and routine maintenance on our systems and those of our suppliers may mean that a particular service cannot be used for a short time (usually just minutes). 3.3 We may contact you by post, telephone and electronically using the contact details you give us (including any electronic address that we agree with you will be used to send you electronic communications). When we use the words electronic or electronically in this agreement we mean any form of message made by any type of telecommunication, digital or IT device (including the internet, digital television, and text message). You must tell us if your name or contact details change. If you do not tell us, we will go on using the details you last gave us, and we will not be responsible if we fail to contact you or if we send confidential information to the wrong address using out of date details. We will charge you our reasonable costs of finding you (or trying to find you) if your contact details are not up to date. 3.4 It may be unlawful for you to use Internet Banking or Mobile Banking in some countries. You must check this and take appropriate action, such as not using these services. You will be liable if you break foreign laws, and for any loss you cause us as a result. 3.5 We may listen into or record any phone calls with you to check we have carried out your instructions correctly, to help improve our service, check that we comply with our regulatory obligations, and to help detect or prevent fraud or other crimes. 4. Security 4.1 When we contact you or you contact us we need to check your identity before you can give us instructions or we can disclose or discuss confidential information about your accounts. For this reason: a. you must sign instructions given on paper; b. when you are in a branch, we may ask you for identification; and c. if you are contacting us or giving us instructions by any other method (for example by using a card, Telephone Banking, Internet Banking or by Mobile Banking) you must do so using the Security Details we have given to you or agreed with you personally. Security Details can be processes or security procedures we ask you to follow or use, for example, a password or other information, security numbers or codes such as Personal Identification Numbers ( PINs ), to make an instruction or confirm your identity, and which may be used in combination with something we give you, such as a card with a PIN. 4.2 As long as we have checked your identity in one of the ways set out above, we will assume that we are dealing with you. 4.3 You must: a. follow instructions we give you, which we reasonably consider are needed to protect you and us from unauthorised access to your accounts; b. not let anyone else use any of your cards or Security Details, not even someone sharing a joint account with you as he or she will have his or her own; c. keep your cards and Security Details secure and protect cards from damage; d. do all you reasonably can to make sure no one finds out your Security Details, for example by not: i. choosing obvious passwords or codes (such as your date of birth) as part of your Security Details; ii. iii. iv. writing your Security Details on, or keeping them with your cards or banking documentation; writing down your Security Details in a way that is recognisable; or letting anyone listen in to your calls with us, or watch you entering or making use of your Security Details. 4

8 e. not let anyone else give instructions, or have access to information, on your accounts unless he or she has a separate arrangement with us to do so, or you have authorised him or her to do so under condition 13; and f. there is a place for your signature, sign any card as soon as you have received it. 4.4 If you use Internet Banking or Mobile Banking, your computer, modem and mobile phone must meet any reasonable requirements we may set; you must carry out your own regular virus checks; and you must not change or copy any software we provide, or give it to another person. 4.5 We may replace your card with a different type of card available under this agreement, for example, following a review of your personal circumstances, we may replace a Cashpoint card with a debit card (or a debit card with a Cashpoint card). We will tell you about the features of the card when we send you the replacement card and if the replacement card would change the terms of this agreement we will give you advance personal notice of the change as required by this agreement. 4.6 You must tell us as soon as you can (see the contact details section) if you: a. notice any errors; b. find our services are not working; c. think any cards or Security Details have been lost, stolen, damaged or are being misused; or d. think someone may be accessing your accounts without your authority or that someone has discovered your Security Details. 4.7 We strongly recommend you do not us confidential information or instructions (as they must only be given through Internet Banking) and you should not respond to s asking for your account information, Security Details or any information about your card as we will not ask for these details by . If you use , it is at your own risk. 4.8 We will not treat you as breaking your security obligations just because you use an aggregation service we do not provide, as long as you continue to keep your Security Details secure and do not disclose them to the service provider. A typical aggregation service allows you to view information about your accounts with different banks on a single website. 4.9 We will do all we reasonably can to prevent unauthorised access to your accounts and to make sure they are secure. 5. Statements and information 5.1 We will make a statement available each month there are payments on the account and will provide you with a paper statement regularly and at least once a year. We will provide statements in electronic format for your accounts with us that are accessible by Internet Banking and you can tell us to stop sending you paper statements for all, or any, of these accounts. You can change your mind and tell us to start sending you paper statements again. 5.2 For savings accounts, we will make a statement available each month there are any payments on the account and will provide you with a paper statement at least once a year unless you have registered with Internet Banking and asked us to stop sending you paper statements for all, or any accounts accessible by Internet Banking. 5.3 You can order a paper statement at any branch or through Telephone Banking. If you ask us to send you a paper copy of a statement we have already provided on paper, we will charge you for this. 5.4 We may use messages on or with your statements to tell you about changes to this agreement or to other agreements or services you have with us. 5.5 You are responsible for checking statements, text messages or other account information we give you. If you tell us about any errors on your account, or if we notice any errors, we will correct them as soon as reasonably possible. 5.6 You must give any information and help we reasonably ask for that is relevant to misuse or unauthorised access to your accounts, or in relation to any other transaction we, the police or other authorities are investigating. We may pass on related information to other banks, to those involved in processing card payments, or to the police or other authorities, in the UK or (if appropriate) abroad. 5.7 Your statement will set out all the payments into and out of your account and will contain other additional information we are required to provide you about those payments. For international payments, where any information is not provided you can ask us for details. 5

9 Section C Banking services 6. Opening and processing times and general conditions about payments 6.1 We begin processing payment instructions on the working day we receive them. To do this we must receive the payment instruction before the cut off time for that working day. This is explained in further detail in the condition below. In section C the time periods we give assume we receive a payment, or your payment instruction, before the cut-off time on a working day. 6.2 Working day has a particular meaning in this agreement: a. By working day we mean Monday to Friday (other than English bank holidays). Although some payments can be made on non-working days, the processing of these payments is not completed on our systems until the next working day, as explained below. The position is slightly different for debit card payments, which is explained in the card payments section. b. In all cases, how long a working day lasts will depend on the cut-off time for that particular method of making or receiving payments. For example, the cut-off time is different for branches, Telephone Banking and Internet Banking but is usually not before 3.30pm (UK time). If the payment instruction is not received by the cut-off time on any working day, we will treat it as being received the next working day. You can ask us for further information about the relevant cut-off times. 6.3 We may refuse to accept a payment into an account or make a payment from it if we reasonably believe that doing so might cause us (or another company in the Lloyds Banking Group) to breach a legal requirement or might expose us (or another company in the Lloyds Banking Group) to action from any government or regulator. 7. Payments into your account (deposits) 7.1 General conditions about payments into your account. a. In this condition we explain the timing of different types of payment into your account, including: i. when we show them in your account; ii. when we pay interest on payments (or, where relevant, use them to reduce the interest you pay), if we pay or charge interest on that account; and iii. when they are available for you to use for withdrawals or other payments out of your account. b. On some of our current accounts we offer instant cheque value, which means we will start paying you any interest straightaway for the first 1,000 of cheques you pay in over the counter at one of our branches before the cut-off time on a working day. For amounts over 1,000 or where we do not offer instant cheque value, we will pay any interest at the time stated in condition 7.4. We do not offer instant cheque value if you pay a cheque into your account through a Bank of Scotland branch. c. We may not accept a cheque for payment into your account if it is more than six months old. 7.2 Cash payments into your account We outline below the different ways in which you can pay in cash to your account. How quickly the funds will be available for you to use and start to earn any interest on will depend on when we receive the cash. a. Paid in at a Lloyds Bank or, in Scotland a Bank of Scotland branch counter: we will show it in your account and it will earn any interest (or reduce the interest you pay) from that day. We will allow you to use it straightaway. The same applies if you pay cash into a branch on a non-working day, except that it will not earn any interest (or reduce the interest you pay) until the next working day. b. Paid in at a Lloyds Bank or, in Scotland a Bank of Scotland Depositpoint: we will show it in your account and it will earn any interest (or reduce the interest you pay) from that day. We will allow you to use it as soon as we have counted the cash, which will be shortly after the cut-off time displayed at the Depositpoint and in any case by the end of the working day. c. Paid in at a Cashpoint machine that accepts deposits (either a Lloyds Bank Cashpoint machine or, in Scotland, a Bank of Scotland Cashpoint machine): we will show it in your account and it will earn any interest (or reduce the interest you pay) when we have counted the cash, which will be the next working day. So, for example, if you pay cash into a Lloyds Bank Cashpoint machine on a Monday, you will be able to use it as soon as we have counted it on the Tuesday. d. Paid in at a Lloyds Bank or, in Scotland, a Bank of Scotland Immediate Deposit Machine (if the branch you use has one) before 5pm on a working day, we will show it in your account and it will earn any interest (or reduce the interest you pay) from that day. We will allow you to use it straightaway. 6

10 e. Paid in at a Post Office : we will show it in your account and it will earn any interest (or reduce the interest you pay) from that day. We will allow you to use it as soon as we receive it. We receive cash one working day after you paid it in at the Post Office. So, for example if you pay cash into a Post Office on a Monday, you will be able to use it as soon as we have received it on the Tuesday. 7.3 Payments into your account (other than cash and cheque payments) a. This section covers payments that are not made by cash or cheque, such as standing orders and direct transfers from another account. b. When we receive a payment for your account in sterling, we will show it in your account and it will earn any interest (or reduce the interest you pay) from that day. We will allow you to use it straightaway. If you make a transfer between your personal bank accounts with us on any non-working day, the amount you transfer will leave one account (A) and will be available for you to use from the other account (B) that day but will be shown as arriving in account B on the next working day. The amount will count towards any interest on account A until the date the payment is shown as arriving in account B when it will count towards any interest on account B. International payments into your account c. When we receive a payment for your account in a foreign currency, we will convert it into sterling before we pay it into your account. We will show it in your account and make it available for you to use straightaway and pay any interest on it (or use it to reduce the interest you pay) from the same day. For some currencies, we may be unable to convert the payment into sterling on the day that we receive it. If this is the case, we will convert it as soon as we are reasonably able to and will add it to your account up to two working days after we receive it. d. We will use our standard exchange rate for buying the relevant currency that applies on the day we receive the payment. You can find out our standard exchange rate by calling us on the number given in the contacts section at the beginning of this document. e. We may take our charges for dealing with the international payment before we add it to your account but if we do so we will tell you the full amount of the payment and the charges that applied. 7.4 Cheques paid into your account Cheques from banks other than Lloyds Bank a. When you pay a sterling cheque from another bank in the UK, the Isle of Man, Gibraltar or Channel Islands (the paying bank ) into your personal account with us through one of our branches or a Lloyds Bank Depositpoint before the time shown on the box, or in Scotland, a Bank of Scotland mainland branch or a Bank of Scotland Depositpoint before 5pm: i. we will show the cheque in your account on the same day that we receive it; ii. from the second working day after we receive it, we start paying any interest on the cheque (or using it to reduce the interest you pay); iii. from the fourth working day after we receive it, the funds are available for you to use but the cheque may still be returned unpaid up until the sixth working day after we receive it; and iv. from the end of the sixth working day after we receive it, if the cheque is returned unpaid by the paying bank, we cannot take money from your account without your consent unless you have acted fraudulently. So, for example, if you pay a non-lloyds Bank cheque into your account through one of our branches on a Monday, you will see it on your account the same day, it counts towards any interest on Wednesday, you can use the money on Friday and we cannot take the payment out of your account after the following Tuesday. Lloyds Bank cheques b. When you pay a sterling cheque into your personal account with us through one of our branches or a Lloyds Bank Depositpoint before the time shown on the box and we are the paying bank and the cheque is from: i. a personal account, we will show it in your account, pay any interest on it (or use it to reduce the interest you pay) and allow you to use it on the same day that we receive it; ii. a business account and you pay the cheque into the branch holding that account, we will show it in your account and pay any interest on it (or use it to reduce the interest you pay) on the same day that we receive it and it will be available for you to use the next working day. If you pay a Lloyds Bank cheque into your account through a Bank of Scotland branch or Depositpoint, we will deal with it in the same way as a non-lloyds Bank cheque. 7

11 All cheques c. When you pay a sterling cheque from us or another bank in the UK, the Isle of Man, Gibraltar or Channel Islands (the paying bank ) into your personal account with us through a Lloyds Bank Immediate Deposit Machine before 5pm on a working day, or, in Scotland, one of Bank of Scotland s Immediate Deposit Machines before 5pm: i. we will show the cheque in your account on the same day that we receive it; ii. from the second working day after we receive it, we start paying any interest on the cheque (or using it to reduce the interest you pay); iii. from the fourth working day after we receive it, the funds are available for you to use but the cheque may still be returned unpaid up until the sixth working day after we receive it; and iv. from the end of the sixth working day after we receive it, if the cheque is returned unpaid by the paying bank, we cannot take money from your account without your consent unless you have acted fraudulently. So, for example, if you pay a cheque into your account through one of our Immediate Deposit Machines on a Monday, you will see it on your account the same day, it counts towards any interest on Wednesday, you can use the money on Friday and we cannot take the payment out of your account after the following Tuesday. d. When you pay a sterling cheque from us or another bank in the UK, the Isle of Man, Gibraltar or Channel Islands ( the paying bank ) into your personal account with us through a Cashpoint machine that accepts deposits (either a Lloyds Bank Cashpoint machine or, in Scotland, one of Bank of Scotland s mainland Cashpoint machines): i. we will show the cheque in your account on the next working day, which will be the day we receive and start to process it; ii. from the second working day after we receive and start to process it, we will start paying any interest on the cheque (or using it to reduce the interest you pay); iii. from the fourth working day after we receive and start to process it, the funds will be available for you to use but the cheque may still be returned unpaid up until the sixth working day after we receive and start to process it; and iv. from the end of the sixth working day after we receive and start to process it, if the cheque is returned unpaid by the paying bank, we cannot take money from your account without your consent unless you have acted fraudulently. So, for example, if you pay a cheque into your account through a Lloyds Bank Cashpoint machine on a Monday, you will see it on your account on the Tuesday, it counts towards any interest on Thursday, you can use the money on the following Monday and we cannot take the payment out of your account after the following Wednesday. e. If any cheque is paid in at the Post Office or in Scotland, a Bank of Scotland branch on one of the Scottish Islands, an extra working day has been added to the timings in 7.4a. If the cheque is paid in through one of Bank of Scotland s Cashpoint machines on the Scottish Islands, an extra working day has to be added to the timings in 7.4d. f. If a cheque is returned unpaid by the paying bank before the end of the sixth working day from the day we receive and start to process it, we can take the money back out of your account, even if you have already spent it or it puts you into overdraft. If this happens, we will let you know. g. If you need to be sure a cheque has been paid, please ask us about our special presentation service at the time you pay in the cheque. There is a charge for this service. 7.5 Foreign cheques paid into your account a. Foreign cheques mean cheques in a foreign currency or cheques in sterling paid out of an account at a bank abroad (in countries other than in the UK, the Isle of Man, Gibraltar or Channel Islands). b. If you want us to obtain payment for you of a foreign cheque, you must endorse the cheque by signing your name on the back. Your signature must match the way your name appears on the front of the cheque. (For example, if the cheque is payable to Mr A Smith you need to sign the cheque Mr A Smith). If the cheque is payable to more than one person, each of you must sign the back of the cheque. c. If you wish to pay a foreign cheque into your account, the processing times for dealing with UK cheques do not apply and you may choose whether we negotiate it or collect it: i. If we negotiate the cheque, we will buy it from you by paying you the amount of the cheque or the sterling equivalent on the working day after we receive it. We will then get payment from the paying bank. ii. If we collect the cheque, we send it on your behalf to the paying bank. We may use an agent to do this. We will pay the amount of 8

12 the cheque or the sterling equivalent into your account on the day we get payment from the paying bank. The time this takes will vary depending on the paying bank or its country. You can ask us for details. d. The exchange rate we use when converting a foreign cheque into sterling will be: i. our standard exchange rate for negotiating cheques, on the day we buy the cheque from you; or ii. our standard exchange rate for collecting cheques, on the day we receive the payment from the paying bank. e. If the foreign bank later returns the cheque or asks for the money to be returned, we will take the currency or the sterling equivalent from your account. If we converted the cheque into sterling, we will change it back into the foreign currency using our standard exchange rate for the relevant currency on the day we take it from your account. We will do this even if you have already spent the money or it will put you into overdraft. This normally means we take a larger amount from your account than we originally paid in. The exchange rate for the foreign currency may also have worsened between our paying the money in and taking it out. f. We will take our charges for dealing with foreign cheques, and any charges by the foreign bank, including any charges resulting from the foreign bank returning the cheque unpaid or asking for the money to be returned, from the account you told us to pay the cheque into. g. Occasionally it is not possible to obtain payment of foreign cheques because of local foreign exchange or other restrictions. h. If we have any costs or other obligations as a result of negotiating or collecting a foreign cheque, you must reimburse us and take any other steps needed to put us in the position we would have been in had we not attempted to negotiate or collect the cheque. 8. Payments out of your account (withdrawals) 8.1 General conditions about payments out of your account a. We are entitled to assume we are dealing with you, and that you have agreed to us acting on any instructions, without getting further confirmation from you: i. if you ask us to make a payment using your Security Details (for example, a card and PIN at a cash machine or the passwords you have chosen for Telephone or Internet Banking) as long as any relevant security ii. checks have been completed by us or, in the case of a card with contactless functionality, using that functionality; and otherwise, if you have signed a cheque or other document containing the payment instruction. b. When you give us a payment instruction to transfer funds to another account, other than by cheque, you must give us either: i. the sort code and account number, or ii. when making a payment through the Pay a Contact service, a mobile telephone number, or iii. any other unique identifier that we agree with you when you request to use a product or service we offer for payments in the UK, or the equivalent information for payments outside the UK, and any other details we ask you for such as the name of the person you are sending the payment to, so we can make the payment. (If you give a payment instruction using Telephone Banking or Internet Banking or Mobile Banking, we will ask you to check and confirm your payment instruction). You are responsible for checking the details are correct. We will not be liable if your payment is delayed or sent to the wrong person because you gave us the wrong details. If a payment does go to the wrong person because you gave us the wrong details, we will use reasonable efforts to recover the payment and, if we manage to do so, we may charge you our reasonable costs. c. If we accept your instructions to make a payment on a future date, we will make the payment that day. If the payment falls due on a non-working day we will make the payment on the next working day. If we are unable to make a standing order or future dated payment, because you do not have enough money in your account and we do not agree to your request for an Unplanned Overdraft or increased Unplanned Overdraft, then we will continue trying to make the payment each working day for up to 26 calendar days until there are funds available to make the payment. d. We explain when you need to tell us if you want to cancel or change a payment instruction in further detail below. If you ask us to cancel a payment instruction we may charge you our reasonable costs for trying to cancel it, whether or not we succeed. e. If you need to give us a payment instruction which is particularly important, you should contact us either in person (by going to a branch) or by Telephone Banking. 9

13 f. You will not be able to give a payment instruction using a card or your Security Details if we have stopped, or suspended, your ability to use them. We can do this if we reasonably consider it necessary for reasons relating to: i. the security of a card or your Security Details; ii. suspected unauthorised or fraudulent use of a card or your Security Details; or iii. a significantly increased risk that you may be unable to pay any money you owe us on the relevant account. Unless the law prevents us from doing so or we believe it would undermine our security measures, we will try to contact you in advance to tell you that we are doing this and our reason for doing so. If we are unable to tell you in advance we will tell you as soon as possible afterwards. As cards belong to us, we (or a person or other organisation acting for us, for example, another bank operating a cash machine), may take or retain a card on our behalf if we stop or suspend your rights to use it. If we stop or suspend a card you must stop using it. g. We may refuse to carry out a payment instruction, or other transaction on your account, such as a withdrawal in one of our branches if: i. you do not have available funds to make the payment or you have exceeded a limit we have applied to your account or card (such as the daily limit for withdrawals from cash machines); ii. the payment instruction is not clear or you have not provided us with the correct details; iii. there is a legal requirement or a court or other authority that tells us to act in that way; iv. the payment seems unusual compared with the way you normally use your account; v. we reasonably believe you or someone else has used or is using or obtaining, or may use or obtain a service or money illegally or fraudulently; vi. we reasonably believe that someone else may have rights over money in your account (in this case we can also ask (or require you to ask) a court what to do, or do anything else we reasonably need to do to protect us); vii. you ask us to send a payment to an account that is not able to receive payments through the Faster Payments scheme (you can check with us in advance whether a particular account is able to receive this type of payment); or viii. any other reason set out separately in this agreement applies. h. For security purposes we have internal controls in relation to certain transactions or on the maximum amount that can be taken out of your account in certain circumstances which may mean we refuse to carry out a payment transaction or require you to produce additional identification. We will let you know if we are stopping a payment for this reason. i. We use systems to identify payments that seem unusual and to help us prevent the misuse of your account. This may include using widely available geographical mobile phone technology when assessing the location of a proposed payment if you ask us to send funds from your account elsewhere. Where we think an unusual payment involves misuse we may investigate further, for example by calling you, or refusing to make the payment. j. If we prevent you from using your account or cards, or refuse, or are unable to make a payment under this agreement, we will act in a manner we think is reasonably appropriate for the circumstances and try to reduce the inconvenience to you. k. Unless the law prevents us from doing so, we will try to contact you to tell you that we are refusing, or are unable to act on your payment instruction. We will do this at the earliest opportunity but in any case by the time the payment should have reached the bank you asked us to make the payment to. If you are using a card to make a payment or withdrawal from a cash machine, the retailer or organisation which owns the cash machine will tell you that the payment has been refused. For certain contactless transactions, the retailer or organisation may not be able to confirm at the point the card is used that the transaction has been declined. If you want to check whether a transaction has been accepted, you can call us on the number in the Contact Details section, at the beginning of your Personal Banking Terms and Conditions leaflet. l. You can also contact us to find out (unless the law prevents us from telling you) why we have refused to act on your payment instruction and how you can correct any factual errors that led to our refusal. m. We are not liable if a retailer or another organisation (or its cash machine or other machine) does not accept your card or card number. 10

14 n. We are not liable for failing to make a payment if the bank or building society you are sending the payment to is not able to accept payments through the Faster Payments scheme. 8.2 Payments (other than payments by card and cheque) a. If you ask us to make an immediate payment or a future dated payment (including a standing order to an account at another bank in the UK), the following applies: i. We will use the Faster Payments scheme if it is available and the bank or building society you are sending a payment to is able to accept payments through the scheme; (1) An immediate payment can be made using the scheme 24 hours a day, seven days a week. We will take the payment from your account straightaway and the payment will normally reach the receiving account within 2 hours. (2) Standing orders and future dated payments can be made using the scheme on working days only and the payment will reach the other bank the same day we send it. You can check with us when you make a payment whether the bank or building society you are sending the payment to is able to accept payments through the Faster Payments scheme. ii. If we cannot make the payment using the Faster Payments scheme you can contact us to ask if there is any other method available to make payment. International payments current accounts only b. If you ask us to make a payment to a person with an account at a bank in the EEA, other than the UK, and the payment is in euro, the payment will reach the other bank no later than the next working day after we received the payment instruction. For payments in other EEA currencies to countries within the EEA, the payment will reach the other bank no later than 4 working days after we received your payment instruction. The bank receiving the payment from us is required by law to pay it into its customer s account on the day it receives the payment from us. c. If you give a business or other organisation authority to collect payments from your account using the SEPA Direct Debit Scheme, the payment will reach the other bank on the date we have been given for payment unless this is a public holiday in the other bank s country (in which case, this will be on the next working day). d. If you ask us to make a payment to a person in another currency or with an account at a bank outside the EEA, you can ask us for details about how long the payment will take to arrive. We will not be able to control exactly when the payment will be received by the foreign bank. This will depend on the banking practice of that country. e. We will use our standard exchange rate for selling the relevant currency on the day we make the payment unless we tell you a different rate applies when you ask us to make the payment. If you make a sterling payment, we cannot control the exchange rate applied by the foreign bank. You can find out the current exchange rate by calling us on the number set out in the contact details section at the beginning of this document. f. When you ask us to make an international payment, we will also tell you about any charges that may apply. g. We have to send an international payment through the banking system in the foreign country and we may need to appoint an agent in that country to do it for us. h. Where we properly incur any costs or other obligations when acting for you in making an international payment, you must reimburse us and take any other steps needed to put us in the position we would have been in had we not acted for you. Direct Debits i. If you give a business or other organisation (in the UK or EEA) authority to collect payments from your account on a regular basis, they will normally tell you at least 10 working days before changing the payment dates or amount of money they ask us to pay from your account, unless you agree otherwise. j. We allow Direct Debit payments to be collected from your account on the date specified in the Direct Debit instruction. k. If you think there has been an incorrect Direct Debit payment you should tell us immediately so that we can arrange a full and immediate refund even if the original error was made by the business or organisation who set it up. You should also contact them to let them know what you have done and why. If the payment was made in euro under the SEPA Direct Debit Scheme, you must tell us no later than eight weeks after the debit date. After that time, we will only be able to provide a refund in accordance with condition 8.4 if the transaction was unauthorised. l. If you have a dispute about a direct debit payment that has been collected from your account, you will need to resolve the dispute 11

15 with the business or organisation directly. You cannot use any claim or defence you may have against them as the basis of a claim or defence against us. This does not affect your right to a refund as set out above. m. Where Direct Debits are collected in euro under the SEPA Direct Debit Scheme, those payments will be collected during the working day. As a result, any text alerts you receive on the same day as a SEPA Direct Debit, such as a limit alert, will not take account of such SEPA Direct Debit payments. You should ensure that you have available funds to cover the amount of these Direct Debits. n. You can ask us for more details on how payments are made under the SEPA Direct Debit Scheme. Cancelling or changing a payment o. If you ask us to make a payment immediately, we cannot change or cancel the payment instruction because we start processing it when we receive it. You can cancel a standing order and any other payment which you asked us to make on a future date as long as you tell us by the end of the last working day before the payment is due to be made. p. If you wish to cancel or change a Direct Debit, as well as telling us so that we can suspend any further payments, you should tell the business or organisation so that they can cancel the Direct Debit. q. Where we are notified by a UK banking industry payment scheme such as the Current Account Switch Service that a person you have asked us to pay has switched their current account to another bank, we will update your instruction with their new sort code and account number to make sure that your payment reaches the correct account within the agreed timescales. 8.3 Card payments a. If you use your card to withdraw cash or to make a payment, we will take the amount of the withdrawal or payment from your account after we receive confirmed details of the withdrawal or payment from the relevant card association (for example, Visa). Your account may be debited on a non-working day. b. If you use your card for a cash withdrawal or to make a payment in a currency other than sterling, we will convert the amount withdrawn, or paid, into sterling on the day it is processed by the international payment organisation (for example, Visa or MasterCard) whose name or marks appear on the card. The exchange rate we use is the rate set by the international payment organisation and a percentage added by us. This percentage and other charges that apply are set out in our banking charges guide. You can find out the current exchange rate by calling us on the number set out at the beginning of this document. c. However, if you use your card to withdraw euro from a cash machine in the UK, you will be dealing with the bank operating the machine (rather than us) for the conversion into euro. That bank will set the exchange rate and may charge you for the conversion. d. If you wish to cancel payments made on a regular basis from your card account, such as magazine subscriptions, you can tell us that you no longer consent to these payments being made. You can do this at any time before the end of the last working day before the next payment is due to be made. We will then stop the payments. We also advise that you contact the person you make the payment to so that they do not keep trying to take the payment. You will need to contact them if you want to cancel your agreement with them in any case, as we cannot do that for you. You will also need to tell anyone you make regular payments to if your account is closed or your card number changes, otherwise they may not be able to collect your payments. e. If a retailer agrees to give a refund for a purchase made using a card payment, we will make the refund when we receive details of it from the relevant card association. 8.4 Refunds for payments a. We will refund the amount of a payment and any charges or interest you paid as a result of it, and pay you any interest we would have paid you on that amount, if: i. you asked us to make the payment to an account at another bank and the payment was not made properly or never arrived, unless there was a mistake in any of the details contained in the payment instruction you gave us or we can show that the payment was received by the other person s bank (in this case, that bank is required by law to make the payment immediately to that person); or ii. you tell us about a payment made from your account which was not authorised and for which you are not otherwise liable (condition 15 has more information on liability). However, we will not refund the payment if you tell us the payment was not made properly or was unauthorised more than 13 months after it was made. If the payment was collected by Direct Debit, the refund provisions in condition 8.2(l) will also apply. 12

16 b. Where you have used your card to make a payment, you can ask us to refund the payment if the following conditions are satisfied: i. the payment was made to a retailer in the EEA; ii. the authorisation you gave did not specify the exact amount to be paid; iii. the amount that has been requested was more than you could reasonably have expected to pay based on the circumstances, including your previous spending patterns; and iv. you request a refund within 8 weeks of the date the payment was made from your account. We may ask you to provide information which is reasonably necessary to investigate whether or not you are entitled to the refund. In addition, you may also find it helpful to contact the person you paid using the card. Within 10 working days of receiving your request (or of receiving any further information we have asked for), we will either refund the payment or we will inform you of our reasons for refusing the refund. If you query the payment more than 8 weeks after it was taken from your account or the payment was made to a retailer outside the EEA, we are not obliged to make a refund ourselves but we will tell you if we can help or suggest other steps you could take. 8.5 Cheque payments a. When we receive a cheque you have written we will take the money from your account on the same day. We typically receive cheques within a few days of you writing them, but the exact timing depends on when the person you gave the cheque to pays it into their account (which can be months later). b. It is your responsibility to make sure you have available funds in your account to cover any cheques you have written. c. You may be able to stop a cheque that has not yet been paid in by calling us with details of the cheque number, amount and date, who it is payable to, and similar details for any replacement cheque. We may charge for trying to stop the cheque, whether or not we succeed. d. You may not ask us to pay a cheque later than when we receive it by writing a future date on it. We will not be liable if we pay the cheque before that future date. You can instead use Telephone Banking or Internet Banking to tell us to make a payment on a future date. e. If someone asks you to replace a cheque (because, for example, he or she says it is lost or there is a problem with it), it is your responsibility to ask for the old cheque back (and to destroy it), or to ask us to stop the old cheque, before you write a new one. If you do not do this, there is a risk that both the old and replacement cheques will be paid from your account. f. We may not accept a cheque for payment out of your account if it is more than 6 months old. 9. Interest and charges 9.1 We give you details of our current interest rates (where applicable), charges (such as monthly account fees, charges for certain card payments, and overdraft charges) and charging dates (such as billing periods) in our Banking Charges guide or other additional conditions. You can also find them out by contacting us (see the contact details section) and on our website. We may change our interest rates, charges and charging dates or introduce new charges under condition We will calculate any interest we pay or charge on a daily basis (unless we have told you otherwise). 9.3 The additional conditions will tell you when we pay interest, if any, on your account. This is usually monthly, three monthly, six monthly or yearly. If the day interest is due to be paid on an account is not a working day, we will pay interest up to, and on, the next working day. We will pay interest by crediting it to your account. We pay compound interest once interest is credited to your account as it becomes part of the account balance and counts towards the amount we pay interest on. 9.4 Where we add interest to your account, we pay it net (taking off Income Tax at the standard rate) unless we are allowed to pay you gross interest (without taking off tax). We can do this if you (or all of you on a joint account) give us a completed Form R85 (or any replacement form) or by calling us. You can get the form from our branches or from HM Revenue & Customs. Higher rate tax payers may have to pay additional tax themselves. 9.5 We will calculate any interest at the end of every monthly billing period unless we tell you otherwise in the additional conditions for your account. We may also charge compound interest. 9.6 We may take any interest and charges you owe us from the same account, or from your other accounts as allowed under condition 16. We will tell you personally about overdraft charges and interest you have to pay at least 14 days before we take them from your account and will tell you when we take them. 13

17 10. Overdrafts and available funds 10.1 An overdraft is where we lend you money when you would not otherwise have available funds to make a payment out of your current account. The available funds is the amount you can use to make payments out of your account each day. This will be: a. the amount of credit balance that is available for you to use on your account plus the amount of any Planned Overdraft (the overdraft limit); less b. the amount of card payments we have authorised but not yet taken from your account When working out your available funds we do not include any regular or other payments that we are aware may be paid into your account Overdrafts are always repayable on demand. This means that we can ask you to repay all or part of your overdraft (and any interest or charges) at any time, even if we have agreed a period for the overdraft with you. We can also reduce your overdraft limit at any time. If we demand repayment or reduce your limit, this will usually be due to a change or anticipated change in your personal circumstances. If we can reasonably do so without prejudicing our interests, including our regulatory position, we will give you at least 30 days notice before making the change We offer an overdraft buffer for customers whose account goes into an Unplanned Overdraft by only a small amount. We do not charge interest or fees on Unplanned Overdrafts within this buffer but if you exceed the buffer, we will charge interest on the whole amount, including the amount of the buffer. If you use an overdraft to borrow money over the buffer, you will also have to pay a Monthly Overdraft Usage Fee for the overdraft. This fee applies to both a Planned Overdraft and an Unplanned Overdraft you will pay a maximum of one Monthly Overdraft Usage Fee per charging cycle. The other charges and the amount of interest you have to pay for an overdraft depends on whether it is a Planned Overdraft or an Unplanned Overdraft and also depends on what current account you have. Details of the buffer, the Monthly Overdraft Usage Fee and other charges are set out in our Banking Charges guide A Planned Overdraft is an overdraft up to a limit that we agree, taking into account your personal circumstances, and which you arrange with us in advance so as to increase the available funds in your account. We will provide you with the terms of any Planned Overdraft, including how long the Planned Overdraft will apply. If we do not specify a period, then your Planned Overdraft will continue indefinitely until ended by either of us. We will carry out a review of your Planned Overdraft at least once every 12 months If you try to make a withdrawal or a payment out of your account (for example, by card, Direct Debit or cheque) for which you do not have available funds, we will treat this as a request for an Unplanned Overdraft, or for an increase in your Unplanned Overdraft if you already have one. If your account becomes overdrawn (or goes over a limit we have agreed for a Planned Overdraft) because a payment into the account has been returned unpaid by the paying bank, or because we have added charges, we will also treat this as a request for an Unplanned Overdraft, or for an increase in your Unplanned Overdraft if you already have one. In each case, we will consider whether we agree to your request taking into account your personal circumstances. We will not be liable to you if we do not agree to give you an Unplanned Overdraft or increased Unplanned Overdraft When your account goes into Unplanned Overdraft (but not when we increase one you already have), we will write to tell you we have agreed to it, but we will ignore any Unplanned Overdrafts which are repaid by the end of that day when our accounting systems are updated (this is not usually before 10pm) or any overdrafts that are within the buffer amount described above. We only provide Unplanned Overdrafts for a limited period and we tell you when you must repay one. Your Unplanned Overdraft will in any case end as soon as you have available funds again in your account (but this does not stop you requesting a new Unplanned Overdraft in future). Details of the charges that apply to Unplanned Overdrafts are set out in our Banking Charges guide Where you do not have available funds to make a payment and we do not agree to your request for an Unplanned Overdraft or increased Unplanned Overdraft, you will not be able to make that payment (and we will tell you we have declined your request). The charges that apply are set out in our Banking Charges guide but we will not charge you for small payments that we decline that are less than the buffer set out in the Banking Charges guide If you do not want us to treat attempted payments as a request for an Unplanned Overdraft when you do not have sufficient available funds, you can choose to opt out of this service, if this feature is available on your account. You can ask us at any time for details of how this works, including any fees and charges that you might have to pay (such as charges we apply when we have to refuse a payment) if you opt out. 14

18 11. Benefits packages 11.1 We may offer different benefits packages (covering various insurance or other benefits) with different types of bank accounts covered by this agreement. We will tell you the benefits packages which are available to you when you apply for an account. These benefits may be provided by selected third party suppliers. Further details of those suppliers and the conditions for the benefits packages (including charges for the account or benefits packages and any cancellation rights) are set out in the relevant additional conditions If insurance is included with your account, any money we receive from you or from the insurer in relation to such insurance will be held by us in our capacity as a bank authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority and not on trust for you (or as your agent if in Scotland). Such money will not be held in accordance with the Financial Conduct Authority s client money rules and once paid into your account is treated like any other funds held in your account. We hold any insurance premiums we collect on behalf of the insurer. 15

19 Section D General conditions 12. Joint customers 12.1 If two or more of you are party to this agreement, the following terms apply: a. Any of you can give us instructions independently of the others on your joint accounts. This means any one of you can, for example, withdraw all or any money on an account without the knowledge of the others, close an account or end a service, ask for statements and correspondence to be given electronically alone or by paper too, and apply for overdrafts, cards, benefits packages and other services or different accounts with benefits packages which are covered by this agreement, and which are available on your joint accounts. We will not normally make enquiries about the purpose of any payment instruction or other instruction or confirm the instructions with the other joint customers, unless we are required to do so by law or a regulator. b. Any one of you can replace an account, benefits package or service with another account, benefits package or service covered by these general conditions on behalf of all of you. c. Just as any one of you can withdraw money from a joint account, we can use money in your joint account to pay what one of you owes us on an account in a sole name under condition 16. d. Each of you is separately responsible for complying with the terms of this agreement. If any one of you does not comply with the terms, we can take action against any or all of you, alone or together. For example, we can take action to recover the whole of any joint account debt from any one or more of you, even if you did not know about the debt. e. We may give any information about your joint account and the payments on it to any one of you, although you can ask us to send you separate current account statements if you live at different addresses. We can act on information about you which any of you gives us. f. If one of you asks us to set up a Planned Overdraft on the account, we can provide that person with pre-contractual information but do not need to provide it to all of you. g. A notice we send to one of you will count as notice to all of you. h. If we open an account for you jointly and you later wish to take someone off, add another person to the account or authorise someone else to operate the account, you must all apply to do so. i. If we become aware of a dispute between you, we may take steps to prevent any of you giving instructions or using the account individually until the dispute is ended. j. When this agreement ends (or your account is closed) we may pay or transfer money we hold for you under this agreement (or in the account) to any one of you. k. If any of you die, we can, but are not bound to, continue to act on the instructions of the remaining joint customers in relation to any joint accounts held by you, including allowing them to withdraw any or all money from the accounts and provide instructions relating to any services or benefits associated with the accounts. 13. Authorising others to operate your accounts 13.1 You may authorise someone else to operate your account by signing a third party mandate or a power of attorney. For powers of attorney, we will need to see the signed document. In some cases we need to see the original signed document although for some powers of attorney, we may be able to accept a copy certified by someone we reasonably think appropriate, such as a solicitor In certain circumstances, the law may require us to allow someone else to operate your account (for example, if you become incapable or bankrupt, or in the event of your death), and any third party mandates or powers of attorney you have given may become ineffective For security reasons, we may not allow a person who is operating your account for you access to some services. Where we do make these services available, that person may use your Security Details and we will not treat you as breaking your security obligations because they know your Security Details We will not be responsible for an act (or failure to act) of anyone you or the law authorise to operate your account, if we did not know or suspect he or she was acting dishonestly towards you. 16

20 14. Changes to these conditions and the additional conditions Overview of changes we can make 14.1 We will not change a fixed rate or a bonus rate on your account or any other condition for the time we have agreed to keep it fixed Otherwise, we can only make changes to these conditions and additional conditions as set out below. Changes we may make 14.3 Changes to tracker rates and exchange rates will take place automatically as the reference rate changes. Further details are set out under Changes to tracker rates and exchange rates below We can make any change to the terms of this agreement or the additional terms that apply to a particular account or service (such as our interest rates, charges or our overdraft terms): a. to respond proportionately and reasonably to a change or changes in regulatory requirements (any law, regulation, code or industry guidance that applies to us including a requirement of a court, ombudsman or similar body or an undertaking given to a regulator); or b. to make improvements which are of benefit to you In addition, we can make any change to interest rates which do not track a reference interest rate (managed rates) or charges for the following reasons: a. where a change in interest rates is favourable to you; b. to respond proportionately and reasonably to actual or reasonably expected changes to the costs of running our accounts, including changes in our funding costs (for example, changes to the Bank of England base rate); or c. for another valid reason not stated in this condition, as long as you are free to close your account without charge We can also make any other changes to the terms of this agreement or the additional terms that apply to a particular account or service (including the interest rate or charges or the margin on a tracker account) or can introduce new charges as long as we give you sufficient advance personal notice The amount of notice we will give you is different for different accounts or services and is set out in more detail below We can make changes to the benefits included in a benefits package from time to time. Further details are set out under Changes to benefits packages below. Changes without advance notice 14.9 We do not need to tell you in advance about changes that are favourable to you: a. to interest rates; or b. to other terms relating to overdrafts or restricted savings accounts, but we will tell you about such changes within 30 days either by telling you personally or by publishing it. (A restricted savings account is any Cash ISA, fixed term deposit, and other savings accounts with limited payment capability. The additional conditions for an account will tell you if it is a restricted savings account) If you have a restricted savings account, we can change a managed rate on that account without advance personal notice if the change is not material and is for one of the reasons set out above. If we do this we will publish the details of the change as soon as reasonably possible. Changes to tracker rates and exchange rates Rates on tracker accounts change automatically. A tracker account is an account where the interest rate tracks a reference interest rate. This is a rate which is not set by us but is publicly available so that you can find out what it is and check it independently. The Bank of England base rate is an example of a reference interest rate. We will tell you in the additional conditions covering a tracker account when we will apply the new rate after the reference interest rate has changed A reference exchange rate is a rate for converting one currency into another. It will either be one of our standard exchange rates or will come from a publicly available source (such as a rate set by a card association). We can change our standard exchange rates at any time. Reference exchange rates that we do not set change automatically You can find out about changes to rates on tracker accounts in our branches, on our website or through Telephone Banking and about changes to reference exchange rates in our branches and through Telephone Banking on the day of the change. We will tell you where you can find the current rate when we tell you the tracker rate or reference exchange rate that applies. 17

21 Giving notice of changes Unless we can make a change without giving you advance notice (see Changes without advance notice, above) we will give you advance notice of each change and you can end this agreement or close or switch your account to another account we offer without charge within the periods set out below (in fact, you are free to close or switch most of our accounts at any time anyway). If you do not do so, we are entitled to assume that you have accepted the change on the date the change comes into force If you notify us that you do not accept a change, we will take this as notification that you wish to close your account immediately The notice we give you and the time you have to close your account depends on the type of account or service, as follows: a. Overdrafts we will give you at least 30 days notice of the change. You can close the account without charge during that period. b. Restricted Savings Accounts (interest rate changes) we will give you at least 14 days notice of the change. You can close the account without charge for 30 days following receipt of our notice. c. Restricted Savings Accounts (other changes) we will give you at least 30 days notice of the change. You can close the account without charge for 60 days following receipt of our notice. d. Other accounts and services we will give you at least two months notice of the change. You can close the account without charge during that period. Publishing or notifying you of changes Where we give you personal notice, we will tell you about the change by letter or electronically, in statement messages or inserts or in any other way which is sent to you individually When we say we will publish a change, we will make details of the change available in our branches, on our website and through Telephone Banking either by the time of making the change or within 3 days after it. We may also publish notices in national newspapers If we can choose how we notify you about a change, for example, by telling you personally or publishing, we will do so in a way we think is reasonable and which satisfies our legal and regulatory requirements. Changes to benefits packages If you have an account with a benefits package, we will keep the benefits included in the package under review and we may: a. make changes: i. to the terms on which we provide the benefits package, the benefits included in the package and to the providers of those benefits; and ii. with the agreement of each provider, to the terms on which it provides the benefit, such as changes to the terms of an individual policy or service; and b. withdraw a benefits package from the account. We will tell you about these changes at least 30 days before we make the change or withdraw the package as long as you are free to end the agreement without charge or, if there would be a charge, we agree to waive it You can ask us at any time to change you to an account with a different benefits package (if you are eligible for it) or to change your account to a standard account without a benefits package. If you do this, different fees may apply If you do not pay your regular account or benefits package fees (or use an Unplanned Overdraft to do so) twice in a row or you stop being eligible for your existing account in any other way, we may change you to an account with a different benefits package with lower regular account fees or to a standard account without a benefits package. We will give you two months notice before doing so. 18

22 15. General liability 15.1 If we break this agreement: a. we will not be liable for losses or costs caused by abnormal and unforeseeable circumstances outside our reasonable control, which would have been unavoidable despite all efforts to the contrary, for example, delays or failures caused by industrial action, problems with another system or network, mechanical breakdown or data-processing failures; and b. as this agreement is made with you as a personal customer, we will not be liable for any business losses or costs you suffer (such as loss of business profits or opportunities) You will not be liable for any payment instructions you did not give yourself, even if they were given using your card or Security Details, unless we can prove either: a. that you have acted fraudulently in which case you will be liable for all payments from the account that we have been unable to stop; or b. that you have been grossly negligent with your card or Security Details. Depending on the facts of the case and any legal requirements that apply, you may be liable for payments from your account but only until you have told us that your card or Security Details have been lost, stolen or could be misused. If you are not liable for a payment, we will refund the amount of the payment and any charges or interest you paid as a result of it, and pay you any interest we would have paid you on that amount, and will not have any further liability to you Nothing in this agreement limits our liability for acting fraudulently or very carelessly or otherwise excludes or limits our liability to the extent we are unable to exclude or limit it by law. 16. Using money between accounts (set-off) 16.1 If any money you owe us (for example on a loan, credit card, mortgage, overdraft or otherwise under the Lloyds Bank brand or another brand such as Cheltenham & Gloucester) is overdue for payment, we may use any money you have in any of your accounts with us to reduce or repay (by way of set-off or otherwise) what you owe us If we do use any money we owe you to reduce or repay what you owe us, we will do so in accordance with any Code of Practice that applies to us (including any notice periods), or as directed by our regulator or similar body. For example, this means that we will only use money in your account to repay or reduce another debt if we think that you will still have enough money to meet essential living expenses We can use our set-off right, where you have accounts which are only in your name as well as joint accounts you hold with another person (X) as shown below: Money in account for: You only You only You and X You and X You and X Set-off against money owed by: You You and X You and X X You 16.4 In addition, we can in the same way (unless prevented by insolvency law) use money you have in any of your accounts with us to reduce or repay any money you owe to another company with the Lloyds Bank or Scottish Widows name We can use money you have in your accounts to pay something you owe us or another company as described above even if there is a court decision against you or you are fined (including interest arising after the date of the final decision or fine), unless the court instructs us otherwise, or we are otherwise prevented by law Occasionally we receive legal instructions or notices to hold a customer s money for someone else or to pay it to someone else. If this happens to you, the money available to the other person will be what is left after we add up amounts we owe you on your affected accounts and subtract amounts you owe us, including any interest arising after the legal instruction or notice, unless we decide otherwise or we are otherwise prevented by law If we decide to pay you money to settle a complaint you make against us or to provide compensation in relation to products covered by this agreement, we may apply this money against any amount you owe us in relation to products covered by this agreement (such as an overdraft). We will tell you before we do this and will only do so in accordance with any Code of Practice that applies to us. 19

23 17. Ending this agreement or an account or service 17.1 This agreement will continue until you or we cancel or end it. If you are paying any monthly or other regular fees for an account, benefits package or service, the amount you pay will be limited to the period we provide that account, benefits package or service You may end this agreement, or an account, benefits package or other service under it, at any time by writing to us, visiting one of our branches or phoning us. Where you have not told us in writing, we may require confirmation in writing. You will also be treated as ending this agreement in relation to an account if you do not make a payment into the account within six months of opening it We may end this agreement (or any account, benefits package or service under it): a. by writing to you and giving you two months notice; or b. immediately if: i. you are, or we reasonably consider you may be: ii. 1. using or obtaining, or allowing someone else to use or obtain, a service or money illegally; 2. acting fraudulently; 3. behaving improperly (for example, in a threatening or abusive manner); or we reasonably consider that by continuing the agreement: 1. we may break a legal requirement or a court order or other authority; 2. we (or another company in the Lloyds Banking Group) may be exposed to action from any government or regulator; or iii. you have seriously or persistently broken this agreement in any other way We may close or suspend an account or stop providing a service or benefit: a. if you are not eligible (or no longer eligible) for that account, benefit or service; or b. you do not use it for 12 months. In this case, you can ask us to remove any restrictions we have applied to the account, benefit or service at any time but we may need to check your identity before we do so If there have been no payments into or out of an account for 15 years (or other period specified by law) and we have lost touch with you, we may transfer any money in the account to the reclaim fund (which is a body set up to deal with unclaimed assets in dormant accounts). Further details can be found at the end of this leaflet If we end this agreement or stop providing an account, benefit or service, we will act in a manner we think is reasonably appropriate for the circumstance and will try to reduce the inconvenience to you When you or we end this agreement, any benefit, service or account we provide under it will end and you must on our request: a. repay any money you owe us, such as any overdrafts and the amount of any cheques, card payments or other payment instructions you have made and which have not yet been taken out of your account; b. pay any charges and interest that you owe us (if you cancel, these will be the charges and interest applying to the period before the agreement is cancelled); and c. return anything that belongs to us or that we have given you, such as cards and unused cheques (cutting both up before sending them). If you or we end a service or benefit (but not the whole agreement), you must take these steps as they apply to that service or benefit alone When your account is closed, you are responsible for cancelling any direct payments (such as Direct Debits, standing orders and regular card payments) into or out of your account. If someone sends a payment to your closed account, we will take reasonable steps to return the payment to the sender If this agreement (or a benefit or service under it) ends, it will not affect any legal rights or obligations which may already have arisen or any instructions already given When this agreement ends (or your account is closed) we will pay or transfer money we hold for you or owe you under this agreement (or in the account) to you, or to any other person you name in writing. However, we may keep enough money to cover any liabilities owed to us, such as anything you owe us under condition 17.7 or, if you have broken this agreement, any loss of ours as a result. 20

24 17.11 In the event of your death, we may need to see a grant of probate, certificate of confirmation or grant of representation before releasing money in your account to your personal representatives After this agreement ends, we will keep our rights to use money between accounts under condition 16 and any rights we have under general law. We may continue to hold and use your personal data but only to the extent it is necessary to do so as set out in our privacy statement referred to in the section at the end of these terms and conditions headed Important information about your personal information. 18. Transferring rights and obligations You may not transfer any obligations or rights, benefits or interests under this agreement or in your accounts (or income from them) or create any security over money in your accounts in favour of someone else unless we say you can in writing. 19. Not enforcing this agreement We may not always strictly enforce our rights under this agreement, for example we may allow you more time to pay what you owe. If we do this, it will be just a temporary measure and we may enforce our rights strictly again. 20. Law applying to this agreement 20.1 If you are not resident in Scotland when the conditions in this document first apply to you, English law will decide any legal questions about this agreement, and about our dealings with you with a view to entering into this agreement. The courts of England and Wales will also be able to deal with any legal questions connected with this agreement If you are resident in Scotland when the conditions in this document first apply to you, Scots law will decide any legal questions about this agreement, and about our dealings with you with a view to entering into this agreement. The Scottish courts will also be able to deal with any legal questions connected with this agreement. 21. If you have a complaint 21.1 If you feel that we have not met your expectations in any way, please let us know. We want to resolve this with you as quickly as possible. We have a 3 step procedure, which you can use to voice your concerns Step 1 Let your usual point of contact know Inform us of your complaint and how you think it could be resolved by calling into any branch, calling us on ( from overseas), 24 hours a day, seven days a week, textphone on , or contacting your Relationship Manager or Business Manager, if you have one. We will do all we can to resolve your complaint by the end of the next business day. If we cannot do this, we will write to you within five working days to tell you what we have done to resolve the problem, or acknowledge your complaint and let you know when you can expect a full response. We will also let you know the name and contact details of the person or team dealing with your case Step 2 Follow up To follow up your complaint with Customer Service Recovery you can ask the person you raised your complaint with to refer the matter to them or write to Customer Service Recovery, General Banking, Lloyds Bank, 2 Brindleyplace, Birmingham B1 2AB Step 3 Financial Ombudsman Service If we have not issued our final response within 8 weeks from the date you first raised your complaint, or if you are dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review. The Financial Ombudsman Service will only consider your complaint once you have tried to resolve it with us, so please take up your concerns with us first and we will do all we can to help. Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR. Tel: Tax reporting and withholding for customers who are subject to the tax regime of certain other countries (including the US) 22.1 We (or other companies in the Lloyds Banking Group) may be required by legislation or by agreement with tax authorities to report certain information about you and your relationship with us, including information about your accounts: a. to the tax authorities in the UK, which may then pass that information to the tax authorities in another country where you may be subject to tax; or b. directly to the tax authorities in other countries (such as the US) where we reasonably think or are required to presume you are subject to tax. 21

25 22.2 Where we are required to report information about you and/or your relationship with us, including information about your accounts, this information includes (but is not limited to) the account number, the amount of interest paid or credited to the account, the account balance or value, your name, address, country of residence and social security number or taxpayer identification number. In addition, we may need you to provide us with further information, documents or certifications about your identity, tax residence, nationality and status If we are required to report information about your accounts, you agree that: a. you will provide additional information or documents we need from you and that confidentiality rights under applicable data protection, bank secrecy or similar laws will not apply to information we report or obtain from you to comply with our obligations; b. if you do not provide us with information or documents we need, we may (i) apply a withholding tax to amounts, including interest, we pay to you; or (ii) close your account; or (iii) transfer the account to an affiliate in another jurisdiction; and c. we will not be liable to you for any loss you may suffer as a result of our complying with legislation or agreements with tax authorities in accordance with this condition, unless that loss is caused by our gross negligence, wilful default or fraud. 22

26 How we are regulated We lend money and offer savings, insurance and other financial services to our customers. We are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number We are also a member of the British Bankers Association. Please see to find out more. We subscribe to the Lending Code; copies of the Code can be obtained from To find out more about us, see the Financial Services Register: or call the FCA on Our company details Lloyds Bank plc (company no. 2065) is a company registered with the Registrar of Companies for England and Wales. Registered Office: 25 Gresham Street, London EC2V 7HN. To find out more about our company, see the Registrar s website, or call the Registrar on Our VAT no Important information about compensation arrangements We are covered by the Financial Services Compensation Scheme (FSCS). The FSCS can pay compensation to depositors if a bank is unable to meet its financial obligations. Most depositors including most individuals and small businesses are covered by the scheme. In respect of deposits, an eligible depositor is entitled to claim up to 85,000. For joint accounts each account holder is treated as having a claim in respect of their share so, for a joint account held by two eligible depositors, the maximum amount that could be claimed would be 85,000 each (making a total of 170,000). The 85,000 limit relates to the combined amount in all the eligible depositors accounts with the bank including their share of any joint account, and not to each separate account. For further information about the compensation provided by the FSCS (including the amounts covered and eligibility to claim) please ask at your local branch, refer to the FSCS website or call the FSCS on or Please note only compensation related queries should be directed to the FSCS. Accounts with Lloyds Bank plc include accounts in all its divisions and under trading names: C & G Savings, Lloyds Bank, Lloyds Bank Agriculture, Lloyds Bank Commercial Banking, Lloyds Bank Private Banking and Worldwide Service. An eligible depositor s 85,000 limit relates to the combined amount in all accounts with Lloyds Bank plc. This limit is applied to the total of any deposits you have with the following: C & G Savings, Lloyds Bank, Lloyds Bank Agriculture, Lloyds Bank Commercial Banking, Lloyds Bank Private Banking and Worldwide Service. We are regulated by the Office of Communications (Ofcom). If you have a complaint, particularly in relation to our text messaging service, you may also be able to take it to Ofcom at Riverside House, 2a Southwark Bridge Road, London SE1 9HA, telephone , fax or Textphone We follow advertising codes regulated by the Advertising Standards Authority (ASA). If you would like to complain to the ASA about any of our advertising, you can do so through their website, If you would like to find out more about the advertising codes or the ASA, please see call the ASA on (Textphone ), them at [email protected], fax them on or write to the Advertising Standards Authority, Mid City Place, 71 High Holborn, London WC1V 6QT. We participate in the Unclaimed Assets Scheme established under the Dormant Bank and Building Society Accounts Act The purpose of the scheme is to enable money in dormant accounts (i.e. balances in accounts that have been inactive or dormant for 15 years or more) to be distributed for the benefit of the community while protecting the rights of customers to reclaim their money. Under the scheme, we may transfer balances of dormant accounts to Reclaim Fund Ltd (RFL). RFL is a not-for-profit reclaim fund which is authorised and regulated by the Financial Conduct Authority. If we transfer the balance of your account to RFL, you will have against RFL whatever right to payment of your balance you would have had against us if the transfer had never happened. However, we will remain responsible for managing all aspects of the customer relationship with you and for handling all repayment claims (which we will do on behalf of RFL). Therefore, you should continue to contact us in the usual way if you have any queries or complaints in relation to your account or balance. Both we and RFL participate in the Financial Services Compensation Scheme (FSCS). The transfer by us to RFL of your balance will not adversely affect any entitlement you have to compensation from the FSCS. 23

27 Other information We will communicate with you in English. Our charges will include our delivery costs (if any) and any tax you have to pay through us. You may have to pay other taxes or costs, which you do not pay us or pay through us. Cashpoint is a registered trademark of Lloyds Bank plc. The Post Office and Post Office logo are registered trademarks of the Post Office Ltd. For more information visit us at lloydsbank.com or go to any Lloyds Bank branch. We will keep a copy of this agreement, which will be available from our website or on request. Important information about your personal information This information is not part of your Personal Banking terms and conditions. Personal data and Lloyds Bank plc. Your information will be held by Lloyds Bank plc. which is part of the Lloyds Banking Group. If you provided information on behalf of a joint applicant we understand you had their permission to do so and they have agreed that we are authorised to search, link and record information about them at credit reference agencies. We may ask you to provide physical forms of identity verification when you open your account(s). Alternatively, we may search credit reference agency files in assessing your application(s). The agency also gives us other details and information from the Electoral Register to verify your identity. The agency keeps a record of our search, whether or not your application proceeds. Our search is not seen or used by lenders to assess your ability to obtain credit. Lloyds Banking Group companies may use your information to contact you by mail, telephone, or text message about products and services that may be of interest to you. If you do not wish to receive this information please let us know. It is important that you understand how the personal information you give us will be used. Therefore, we strongly advise that you read our Privacy Statement, which you can find at lloydsbank.com/privacy2.asp or you can ask us for a copy. Please let us know if you have any questions about the use of your personal information. More information on the Lloyds Banking Group can be found at lloydsbankinggroup.com Your personal information will be shared within the Lloyds Banking Group so that we and any other companies in our Group can look after your relationship with us. By sharing this information it enables us to better understand your needs, run your accounts, and provide products in the efficient way that you expect. We will share your personal information with fraud prevention agencies. If false or inaccurate information is provided and fraud is identified, details of this fraud will be passed to these agencies to prevent fraud and money laundering. Further details explaining how information held by the fraud prevention agencies may be used can be obtained by reading the privacy notice at lloydsbank.com/privacy2.asp or contacting your local branch. We may obtain information about you from credit reference agencies, fraud prevention agencies, and Group records to check your credit status and identity. The agencies will record our enquiries which may be seen by other companies who make their own credit enquiries. This may affect your ability to obtain credit elsewhere in the near future. We may also use credit scoring. When you opened your account(s), your application may have been assessed using credit reference agency records relating to you and anyone with whom you have a joint account or similar financial association. If a joint application has been made and such a link did not already exist then one may have been created. These links will remain until you successfully apply for a notice of disassociation at the credit reference agencies. 24

28 Changes to your Bank Account or Savings Account Conditions We are making some changes to the conditions that apply to our Bank Accounts and Savings Accounts, including a redesign of the Personal Banking Terms and Conditions. The changes will take effect from 22 November 2015 unless we tell you a different date below. The following pages contain details of the changes. Please take some time to read and understand these changes and how they might affect you. The new Personal Banking Terms and Conditions that come into effect on 22 November 2015 can be found from page 28. Debit card Limits when you re taking out cash Contactless card limit Lost or stolen cards From 23 November 2015, you ll be able to withdraw up to 500 a day from your Cash Account at a Lloyds Bank Cashpoint and any other cash machine; this is an increase from the previous 300 limit. Cashpoint is a registered trademark of Lloyds Bank plc. From 1 September 2015, if you have a contactless card you will be able to use it at shops and retailers displaying the contactless symbol for transactions up to 30, rather than the current limit of 20. We expect most retailers to offer this by 31 October Please check availability with individual retailers. You can now report lost or stolen debit cards through Internet Banking, if you are registered, as well as on the telephone or in branch. Payments Standing Orders Incorrect payments Post Office services From 4 December 2015, if you ask us to make a standing order or future-dated payment and do not have enough available funds to make the payment on the due date, we will no longer retry the payment for 26 days. Instead we are amending condition 5.1 of the Personal Banking Terms and Conditions to clarify that we will try to make the payment again later that day. If there are still not enough available funds, we will make a final try on the next working day before rejecting the payment. If Returned Item Fees are applicable to your account, we will only charge you if all three tries are unsuccessful, and this will be charged after the final try has failed. We will never charge more than one Returned Item Fee for the failed payment. We are going to add the following into condition 4.7 in Section C of your Personal Banking Terms and Conditions. If we are told, for example by another bank, that money has been paid into your account by mistake, we can take an amount up to the mistaken payment amount from your account. We do not have to ask you to agree to this, but will let you know if it happens. We will act reasonably and try to minimise any inconvenience to you. We are amending condition 4 in Section C of your Personal Banking Terms and Conditions to clarify that not all Post Offices can accept deposits, and those that can are subject to individual cut off times. You should ask the Post Office you intend to use whether they accept deposits and when their cut off time is. We are also clarifying that cash deposits made before the cut off time will show in your account and start to accrue interest or reduce the interest you pay (if applicable) from the next working day. In addition, cheque deposits made after the cut off time will take an extra working day to process as compared to those paid in before the cut off time. 25

29 International Payments from your bank account We are reducing the International Payment fee to This will apply, regardless of the amount you send or the way you make the payment. You will be able to send International Payments through Internet Banking, if you are registered, for transactions up to 100,000, which is an increase from the current 75,000 limit. Cut off times for International Payments sent in euros via a branch or Telephone Banking will be no earlier than 2pm and no later than 3pm. The cut off time for all other currencies is 3pm. We must receive your payment instruction before the cut off time on a working day so that we can start processing the same day. If you make your International Payment online the cut off time for all currencies is 3pm. Paying in Lloyds Bank cheques We are changing your Personal Banking Terms and Conditions to clarify that when you pay in a cheque from a Lloyds Bank personal account, the funds will only be available and we will only pay interest or reduce interest you pay (where applicable) if there are sufficient funds in the account the cheque is being paid from. In addition, we will also remove a clause relating to paying in Lloyds Bank cheques from a business account. The timescales for these cheques are now set out in Section C, condition 4.4. Overdraft Charging daily fees Overdraft fees and charges Unplanned Overdraft buffer Cash Account overdraft fee We will no longer waive Unplanned Overdraft daily fees for the first month you use an Unplanned Overdraft in any 12-month period on our Student, Platinum, Platinum Vantage, Club Lloyds Platinum, Premier, Premier Vantage and Club Lloyds Premier accounts. These daily fees will now apply each time you use an Unplanned Overdraft of more than 10. You still have until 3.30pm to deposit cleared funds into your account to avoid any Returned Item Fees, but, if you go overdrawn, you will have until midnight to pay in cleared funds to avoid overdraft interest and fees for that day. If your balance is within the Unplanned Overdraft buffer of 10, you will be charged debit interest on that amount but you will not be charged any Unplanned Overdraft fees. If you have Control added to your account, your account will not usually allow you to go into an Unplanned Overdraft. If you do, you will not be charged any Unplanned Overdraft fees but will be charged debit interest. If you go overdrawn on your Cash Account after 21 November 2015, you will not be charged a 6 Monthly Overdraft Usage fee for doing so. You may still receive a fee in December or January if your account was overdrawn prior to that date. 26

30 General Changing your account type We are adding to the list of reasons why we might change your bank or savings account type. This will now cover factors such as no longer being eligible for certain benefits, or if you have complained and we agree that the account is not suitable for you. The full new condition can be found in Section M, condition 25.1 of the enclosed Personal Banking Terms and Conditions. Personal Banking Terms and Conditions We are changing the format of our Personal Banking Terms and Conditions to make them easier to read. They ve been written in straightforward language and feature examples of what the conditions mean, plus definitions of key words and phrases. We are also amending some references to your debit card, because in future, payments could be made on devices other than your card. We will also be providing further detail of the reasons we can make changes to your account conditions. We are also increasing the length of notice we give you before we make any changes to your benefit packages and any non-favourable changes to your overdrafts from 30 days to two months. And increasing the notice we provide for any disadvantageous changes to conditions other than interest rates, on our restricted savings accounts, to two months. Current Account Switch Service Financial Ombudsman Service Telephone numbers If you have previously used this service, a redirection facility was put in place to make sure any payments inadvertently made from and to your old account were automatically forwarded to your new account. This redirection service has now been extended to a minimum of 36 months from the date of your switch. In Section M, condition 29 of your Personal Banking Terms and Conditions, we tell you about how you can complain. We are updating the address for the Financial Ombudsman Service to Financial Ombudsman Service, Exchange Tower, London, E14 9SR, you can also refer to Telephone numbers beginning with 0845 and 0844 have been changed to lower cost 0345 and 0344 versions. If you wish to dial any of our existing numbers simply replace the first four digits and 0344 numbers are included in any telephone or mobile package that offers free landline calls. Internet Banking Data privacy To help us confirm your identity and protect your accounts, we re improving the way we uniquely identify you based on how you use our Internet Banking service. We have already updated the sections of our Privacy Policy that outline where we obtain your information and how we share your information to reflect the changes, and full details can be found at lloydsbank.com/privacy 27

31 PERSONAL BANKING TERMS AND CONDITIONS For Personal Current Accounts, Savings and Basic Bank Accounts Applies from 22 November 2015

32 This booklet contains: information about how to contact us and how we will contact you; an explanation of what makes up our agreement with you for personal banking and related services; our terms and conditions, divided into sections setting out what you and we agree to do under this agreement. To help you find what you need, we list the main points of each section under What s in this booklet?. Please: read this booklet carefully and keep it for future reference; ask us if you have any questions, using the contact details we provide; note that the examples in this document (shown by y) help to explain our terms but don t form part of the conditions. For information about your statutory rights, please contact your local Trading Standards Department or Citizen s Advice Bureau. 29

33 How to contact us To tell us: about a change of contact details you ve forgotten your PIN your cheque book has been lost or damaged you didn t authorise a payment you think we have not made a payment correctly you think someone knows your security details you want to know our current standard exchange rates about anything else To report a lost or stolen device (including debit card) or damaged debit card To make a complaint Call Textphone if you find hearing or speaking difficult. Visit one of our branches Write to us at Lloyds Bank, BX1 1LT Call (UK) or (from abroad) Visit one of our branches See Section M Other important terms If you are registered for Internet Banking, you can use it to report a lost or stolen device or damaged debit card, request a new PIN or order a cheque book. In Scotland, you can also contact us and give us instructions for most day-to-day banking in Bank of Scotland branches. We strongly recommend you do not use to give us confidential information or instructions. Not all services are available through Telephone Banking 24 hours a day, seven days a week. Please ask an adviser for more information. You can usually use our Telephone, Internet and Mobile Banking services and Cashpoint machines at all times but occasionally repairs and maintenance may mean a service isn t available for a short time. 30

34 How we can contact you We may contact you by post, telephone and electronically using the contact details you give us, including any address you have agreed we should use for electronic communications. We never ask for details about your account, devices, security details or any confidential information by . So please do not reply to an asking for this information. Meaning of words we ve used Recording calls We may listen in to or record phone calls to: check we have carried out your instructions correctly and are meeting our regulatory obligations; help detect or prevent fraud or other crimes; and improve our service. card electronic, electronically Any debit or other payment card or card details that can be used to make a payment using a payment scheme such as Visa. Any form of message made by any type of telecommunication, digital or IT device including the internet, mobile banking application, and SMS. You must tell us if your name or contact details change. If you don t tell us, we will not be responsible if we cannot contact you or we send confidential information to an old address. We may charge reasonable costs for trying to find you if your contact details are out of date. 31

35 What s in this booklet? Here is a list of the sections in this document, to help you find what s important to you more easily. Topic Our agreement with you Checks, account security and keeping you informed Making and receiving payments How long will your payment take? Interest and charges Overdrafts How and when we can make changes to this agreement How we manage joint accounts Can someone else operate your account? Who is responsible for any loss? Using money between accounts (set-off) Ending this agreement or an account, benefits package or service, or suspending a benefit or service Other important terms Additional important information Important facts about your personal information Read more about this Section A Section B Section C Section D Section E Section F Section G Section H Section I Section J Section K Section L Section M Section N Section O 32

36 Section A Our agreement with you Our agreement with you is made up of: the general conditions in this booklet, which are the main terms for your account and for our overall relationship with you for personal banking services; and the additional conditions, which are the interest rates, charges and other terms that apply to a specific account or service. We give these to you when speaking to you or in documents such as our application forms, letters or leaflets (such as welcome packs), on our website and in our Banking Charges guide. You must not open or use a personal account to hold money for someone else (including as a trustee or personal representative) or for the purpose of a business, club, charity or other organisation without our consent. We have different agreements for customers who are not personal customers. Meaning of words we ve used account Any account you hold with us that is covered by this agreement. y Additional conditions include things like minimum and maximum balances you have to keep on an account and how to qualify for a particular account, service, rate or benefit. If an additional condition conflicts with a general condition, the additional condition applies. Lloyds Banking Group we, us, our This includes us and a number of other companies using the Lloyds Bank, Halifax and Bank of Scotland brands and their associated companies. You can find more information on the Lloyds Banking Group at Lloyds Bank plc. y Under the general conditions, you can make payments to accounts with other banks. If the additional terms for a savings account say you can only make payments to another account with us, those terms apply instead. We explain the meaning of some other words at the start of each section of this booklet. 33

37 Section B Checks, account security and keeping you informed We need to make sure that only you can access your accounts. This section explains what you and we both need to do to protect your information and accounts. It also covers the information we will give you about your account. Meaning of words we ve used device security details Anything such as a card, electronic wallet, smart phone or another device that you can use on its own or in combination with your security details to access your account or give instructions. Details or security procedures you must follow or use to make an instruction, confirm your identity or access a device (for example a password, security code (or PIN) or biometric data such as a fingerprint). 1. How do we know we are dealing with you? 1.1 We will assume we are dealing with you and will provide information about your accounts and services and act on instructions (without further confirmation) if we have checked your identity, for example in one of the following ways or in any other way we may introduce: Method of instructing us In person in a branch By cheque or in writing Telephone, Internet or Mobile Banking or using a device Contactless Check Evidence of identity (such as a passport) or use of a device with security details Your signature Use of your security details Use of a device 2. How do you and we keep your account secure? 2.1 We will do all we reasonably can to prevent unauthorised access to your accounts and to make sure they are secure. 2.2 You must: follow instructions we give you, which we reasonably consider are needed to protect your accounts from unauthorised access; not let anyone else (even someone sharing a joint account with you) use any device or security details; not let anyone else give instructions or access information on your accounts unless they have a separate arrangement with us or you have authorised them to operate your accounts for you; if there is a signature strip on a card we give you, sign the card as soon as you receive it; keep your device secure and protect it from damage; and do all you reasonably can to prevent anyone else finding out your security details. y You should not: tell anyone your security details; choose obvious passwords or codes (such as your date of birth) as part of your security details; write your security details on, or keep them with, your device or banking documents; write down your security details in a recognisable way; or let anyone listen to your calls with us, or watch you entering or using your security details. 2.3 You must tell us as soon as possible (see How to contact us ) if you: a. think any device or security details have been lost, stolen, damaged or are being misused; or b. think someone can access your accounts without your authority or has discovered your security details. y If your card details are stored on a device (like a smartphone) you should tell us if you lose your device. 34

38 2.4 If you use an aggregation service we do not provide, we will not treat you as breaking your security obligations as long as you do not give your security details to the service provider. (An aggregation service enables you to view, in one place, information about accounts with different banks.) 2.5 If we, the police or other authorities are investigating any misuse (or alleged unauthorised use) of your accounts, you must provide information and help that we or they ask for if the request is reasonable. We may pass related information to other banks or companies involved in payment processing, or to the police or other authorities, in the UK or (if appropriate) abroad. 2.6 You are responsible for checking statements, text messages or other account information we give you. We will correct any errors as soon as reasonably possible after becoming aware of them. 3. How will you get statements and other information? 3.1 We will provide or make available a statement each month there are payments on the account or, if there are none, at least once a year. Each statement will set out all the payments into and out of your account and will contain other information about those payments. If we do not provide information about international payments, you can ask us for details. 3.2 We will provide statements by paper. If your account is accessible by Internet Banking, you can choose to receive statements electronically. 3.3 You can ask for information about your accounts or order a paper statement at any branch or through Telephone Banking. If we have already provided a statement on paper, we will charge you for a duplicate. 35

39 Section C Making and receiving payments In this section we explain how to make payments from your account and how soon you can use money paid in. We also explain how to stop payments and what happens if something goes wrong. Meaning of words we ve used cut-off time device The latest time we can process instructions or add payments to an account. Anything such as a card, electronic wallet, smart phone or another device that you can use on its own or in combination with your security details to access your account or give instructions. 4. How can payments be made into your account? 4.1 Payments in sterling can be made into your account by cheque, direct transfer from another account and in cash; and by cheque or direct transfer from international accounts in other currencies. Cut-off times for payments into your account will depend on how the payment is made. The table below shows what our cut-off times are for receiving payments by cash, cheque or direct transfer. Method Branch Cut-off time Branch closing time EEA IDM security details The European Economic Area, which means the countries in the European Union plus Iceland, Norway and Liechtenstein. Immediate Deposit Machine. Details or security procedures you must follow or use to make an instruction, confirm your identity or access a device (for example a password, security code (or PIN) or biometric data such as a fingerprint). IDM Depositpoint Post Office with a counter service Branch closing time Lloyds Bank shown on the Depositpoint box Bank of Scotland Branch closing time As stated by the Post Office working day Monday to Friday (except English bank holidays). You can give some instructions for payments on non-working days, but we do not complete their processing on our systems until the next working day except for card payments. This is explained below. Cashpoint Electronic transfer from another bank account End of the day End of the day The time periods given assume we receive a payment or payment instruction before the cut-off time on a working day. If it is received after the cut-off time or on a non-working day, we will treat it as being received the next working day, except cash paid into a branch on a non-working day which will show in the account and you can use it, on the day you pay it in. The tables on the next page show how we process these payments. 36

40 4.2 Paying in cash at Lloyds Bank or (in Scotland) Bank of Scotland Method If paid in by the cut-off time, does cash show in your account that day? Can you use cash the day it is paid in? Do payments affect any interest we pay or charge from the day they are received? Branch IDM Yes Yes immediately after it is counted. Yes Depositpoint Yes soon after the cut-off time when the cash is counted. Cashpoint Post Office with a counter service No we will count the cash the next working day. From that day, it will show in your account, you can use it and it will affect any interest we pay or charge. No we will receive the funds the next working day. From that day, it will show in your account, you can use it and it will affect any interest we pay or charge. You can deposit cash at most Post Offices using a personalised paying-in slip. Please ask the Post Office you intend to use if they offer this service. y If you pay cash into a Lloyds Bank Cashpoint on Monday, you will be able to use it as soon as we have counted it on Tuesday. 4.3 Direct payments received from another bank account Paying-in method Does the payment show in your account on the day it is received? Can you use the money on the day it is received? Does the payment affect any interest we pay or charge from the day it is received? Transfers on a non-working day between two personal accounts (A) and (B) in your name with Lloyds Bank No it will show in B on the next working day. Yes immediately available in B. No it will count for interest in A until it is shown in B. Any other direct payment (e.g. standing order, direct transfer) Yes. Yes immediately. Yes. 37

41 4.4 Sterling cheques (paid in at Lloyds Bank or any bank in the UK, Isle of Man, Gibraltar or Channel Islands and most Post Offices) Payments show in your account on the day we receive the cheque (if you pay it into a Cashpoint, this will be the next working day after you pay it in). The table below explains what happens while the cheque is being cleared (collected from the other bank). If you need to be sure a cheque has been paid, you can ask for special presentation when you pay in the cheque. There is a charge for this service. Type of cheque When will the payment affect any interest we pay or charge? When can you use the payment? When can the cheque be returned unpaid? a) Lloyds Bank personal cheque paid into a Lloyds Bank branch or Depositpoint From the day we receive the cheque unless we know we can t make the payment from the payer s account. Up to the end of the sixth working day after we receive it even if you have already spent it. It may put you into overdraft. b) Lloyds Bank business cheque and all other bank cheques paid into a Lloyds Bank branch or Depositpoint All cheques paid into a Lloyds Bank IDM or Cashpoint or (in Scotland) a Bank of Scotland IDM, Depositpoint or mainland Cashpoint or branch* From the second working day after we receive the cheque. From the fourth working day after we receive the cheque. From then on we cannot take money from your account if the cheque is returned unpaid without your consent, unless you have been fraudulent. * If you pay in any cheque at a Post Office, or at a Bank of Scotland branch or Cashpoint in the Scottish islands, you should add an extra working day to the timings in condition 4.4b (or two extra working days if you pay it in after the Post Office s cut-off time). You can pay in cheques at most Post Offices using a personalised paying-in slip and a cheque deposit envelope. Please ask the Post Office you intend to use if they offer this service. y If you pay a non-lloyds Bank sterling cheque into your account through a Lloyds Bank branch on a Monday, you will see it on your account the same day. It counts towards any interest on Wednesday, you can use the money on Friday and we cannot take the payment out of your account after the following Tuesday. On some of our current accounts we offer instant cheque value, which means we will start paying you any interest immediately for the first 1,000 of cheques you pay in over the counter at a Lloyds Bank branch before the cut-off time on a working day. For amounts over 1,000 or where we do not offer instant cheque value, we will pay any interest at the time stated in the table above. We do not offer instant cheque value for cheques paid into your account through Bank of Scotland branches. Important Information We may refuse a cheque for payment into your account if it is more than six months old. 4.5 International payments into your account If we receive a direct payment or cash in a foreign currency, we will convert it into sterling before we pay it into your account. We will then treat it like any cash deposit or direct payment (see above). For some currencies, we may be unable to convert the payment into sterling on the day we receive it. If so, we will convert it as soon as we are reasonably able to and will add it to your account up to two working days after we receive it. 38

42 What rates and charges apply to an international payment into your account? You can find out our current standard exchange rate for the payment by calling us (see How to contact us ). Please note that the rate may change by the time we receive the payment. We may take our charges for dealing with an international payment before we add it to your account. If we do this, we will tell you the full amount of the payment and the charges that applied. 4.6 International cheque payments If you want to pay in a foreign currency cheque, or a sterling cheque, where the paying bank is outside the UK, the Channel Islands, the Isle of Man or Gibraltar, you must sign your name on the back of the cheque. We will ask you whether you want us to negotiate or collect it. Negotiating or collecting a cheque what s the difference? If we negotiate the cheque, we will buy it from you by paying you the amount of the cheque or the sterling equivalent on the working day after we receive it using our standard exchange rate for the payment. If we collect the cheque, we send it on your behalf to the paying bank. We may use an agent to do this. We will pay the amount of the cheque or the sterling equivalent using our standard exchange rate for the payment into your account on the day we get payment from the paying bank. The time this takes will vary depending on the paying bank or its country. You can ask us for details. If the foreign bank later returns the cheque or asks for the money to be returned, we will take the currency or the sterling equivalent from your account. If we converted the cheque to sterling, we will change it back into the foreign currency using our standard exchange rate for the payment. We will do this even if you have already spent the money or it will put you into overdraft. This normally means we take more from your account than we originally paid in. The exchange rate for the foreign currency may also have worsened between our paying the money in and taking it out. Additional information about foreign cheques We take charges for dealing with foreign cheques and pass on to you any charges by the foreign bank, including any charges resulting from the foreign bank returning the cheque unpaid or asking for the money to be returned. We take these charges from the account you told us to pay the cheque into. Occasionally we cannot get payment of foreign cheques because of local foreign-exchange or other restrictions. If we have any costs or other obligations as a result of negotiating or collecting a foreign cheque, you must reimburse us and take any other steps needed to put us in the position we would have been in had we not tried to negotiate or collect the cheque. 4.7 General terms about payments If we are told, for example by another bank, that money has been paid into your account by mistake, we can take an amount up to the mistaken payment amount from your account. We do not have to ask you to agree to this, but will let you know if it happens. We will act reasonably and try to minimise any inconvenience to you. We may refuse to accept a payment into an account or make a payment from it if we reasonably believe that doing so may: cause us (or another company in the Lloyds Banking Group) to breach a legal requirement; or expose us (or another company in the Lloyds Banking Group) to action from any government or regulator. 5. How can you take cash or make payments out of your account? 5.1 Making a payment If you want to make a payment or withdraw cash, we will check we are dealing with you as set out in Section A. 39

43 If we receive a payment instruction after the cut-off time on a working day, we will act on it on the next working day. The cut-off time for making payments depends on how a payment is to be made but is not usually before 3.30pm (UK time). You can ask us for details. If you ask us to make a payment on a future date, we will make the payment on that date, unless it is a non-working day, in which case we will make the payment on the following working day. What happens if you don t have enough available funds? If you ask us to make a standing order or future-dated payment and do not have enough available funds to make the payment on the due date, we will try again to make the payment later that day. If there are still not enough available funds, we will make a final try on the next working day before rejecting the payment. We will only charge a Returned Item Fee if all three tries are unsuccessful, and we will not charge more than one Returned Item Fee for that failed payment. 5.2 Payment details To make a payment we normally need the sort code and account number or card number (or the equivalent information for payments outside the UK) and any other details we ask for so we can make the payment. For some payments we may ask for different details; for example, we will ask you for a mobile telephone number if you use the Pay a Contact service. You must check that the details are correct before asking us to make a payment. 5.3 When can we stop you making payments? We can stop or suspend your ability to make payments using any device or security details if we reasonably consider it necessary because of: security including if you tell us you have lost your device; suspected unauthorised or fraudulent use of a device or your security details; or a significantly increased risk that you may be unable to pay any money you owe us on the relevant account. If we do this, we will act in a reasonably appropriate way and will try to reduce your inconvenience. Unless the law prevents us doing so or we reasonably believe it would undermine our security measures, we will try to contact you in advance to tell you we are doing this and why. If we cannot tell you in advance, we will tell you as soon as possible afterwards. If we stop a card or other device, you must not use it, and we can take it if you try, for example in a cash machine. 5.4 When can we refuse to act on an instruction? We can refuse to make a payment or allow a cash withdrawal if: our internal security controls require you to produce additional identification or prevent us carrying out the transaction (for example, if it is for more than the maximum amount we set at any point in time) we will let you know if we are stopping a payment for this reason; the payment seems unusual compared with the way you normally use your account, in which case we may investigate further, for example by calling you; you do not have available funds to make the payment or you have exceeded a limit we have applied to your account or device such as the daily limit for withdrawals from cash machines; the payment instruction is not clear or does not contain all the required details; the account you want to pay is not included in the Faster Payments scheme you can check this with us in advance; there is a regulatory requirement that tells us to; we reasonably believe that you or someone else has used, is using or obtaining, or may use or obtain a service or money illegally or fraudulently; we reasonably believe that someone else may have rights over money in your account (in this case we can also ask or require you to ask a court what to do, or do anything else we reasonably need to do to protect us); or any other reason set out separately in this agreement applies. 5.5 What happens if we refuse to act on an instruction? 40

44 Unless the law prevents us, we will try to contact you to tell you we are refusing, or are unable, to act. We will do this as soon as we can and before the time any payment should have reached the bank or building society you are sending it to. If you are using a card to make a payment or withdraw cash, the retailer - or organisation that owns the cash machine - will tell you the payment has been refused. For certain contactless transactions, the retailer or organisation may not be able to confirm at the point the card is used that the transaction has been refused. If you want to check whether a transaction has been accepted, you can call us (see How to contact us ). Additional information about failed payments You can contact us to find out (unless the law prevents us telling you) why we have refused to act on your payment instruction and how you can correct any factual errors that led to our refusal. We are not liable if a retailer or another organisation (or its cash machine or other machine) does not accept your card or card number. 5.6 Making direct debits We allow direct debit payments to be collected from your account on the date specified in any direct debit instruction you have given to a business or other organisation (in the UK or EEA). They will normally tell you at least 10 working days before changing the payment dates or amount of money to be collected from your account, unless you agree otherwise. Additional information about SEPA direct debits Direct debits that are collected in euro under the SEPA Direct Debit Scheme will be taken during the working day. As a result, any text alerts you receive on the same day as a SEPA direct debit, such as a limit alert, will not take account of such SEPA direct debit payments. You should ensure you have available funds to cover the amount of these direct debits. SEPA stands for Single Euro Payments Area. You can ask us for more details on how payments are made under the SEPA Direct Debit Scheme. 5.7 Using your device for payments If you use your card to withdraw cash or to make a payment, we will take the funds from your account after we receive confirmed details of the withdrawal or payment from the relevant payment scheme (such as Visa or MasterCard). This may be on a working or a non-working day. If you use your device for a transaction (e.g. a cash withdrawal or a payment) in a currency other than sterling, we will convert it to sterling on the day it is processed by the payment scheme. The exchange rate we use is set by the payment scheme. We also apply charges to these transactions. You can find our charges in our Banking Charges guide. You can find out the current exchange rate by calling us (see How to contact us ). Additional information about card payments in another currency If you use your card to withdraw foreign currency from a cash machine in the UK, you will be dealing with the bank operating the machine (rather than us) for the conversion into foreign currency. That bank will set the exchange rate and may also charge you for the conversion. We may replace your card with a different type of card available under this agreement following a review of your personal circumstances. We will tell you about the features of the card when we send you the replacement card. If the change would alter the terms of this agreement, we will give you notice as set out in Section G. y We may replace a Cashpoint card with a card that allows you to make purchases as well as to use cash machines. 5.8 Can you cancel or change a payment? You cannot change or cancel a payment instruction that you have asked us to make immediately (including payments by card) but you can cancel a direct debit, standing order, regular card payment and any other payment you asked us to make on a future date. To do this, you must tell us by the end of the last working day before the payment is due to be made. If you wish to cancel or change a direct debit or regular card payment (or if your account or card details change), you should also tell the business or organisation you re making the payment to, so they can cancel or change it as well. 41

45 If we are told by a banking industry payment scheme such as the Current Account Switch Service that a person you have asked us to pay has switched their account to another bank, we will update your instruction with the new account details. This will mean your payment reaches the correct account within the agreed timescales. If you ask us to cancel a payment instruction we may charge you our reasonable costs for trying to cancel it, whether or not we succeed. 5.9 Making, stopping and replacing cheque payments When we receive a cheque you have written, we will take the money from your account on the same day. We may not accept a cheque for payment out of your account if it is more than six months old. You are responsible for making sure you have available funds in your account to cover any cheques you have written. You may be able to stop a cheque that has not yet been paid by calling us with details of the cheque number, amount and date, the payee and similar details for any replacement cheque. We may charge for trying to stop the cheque, whether or not we succeed. If someone asks you to replace a cheque (because, for example, they say it is lost or there is a problem with it), you are responsible for getting the old cheque back (and for destroying it), or for asking us to stop the old cheque, before you write a new one. If you do not do this, there is a risk that both the old and replacement cheques will be paid from your account. You should not ask us to pay a cheque later than when we receive it by writing a future date on it. We will not be liable if we pay the cheque before that future date. 42

46 Section D How long will your payment take? This section tells you how quickly we send payments to the payee s bank. Meaning of words we ve used EEA The European Economic Area 6. Payments within the EEA in EEA currencies UK payments (except card and cheque) Type of payment Immediate payment Future-dated payment or standing order to another UK bank account How long will the payment take to reach the payee s bank after we take it from your account? Normally no more than two hours after we take the payment from your account. It may arrive on the next working day if the account you are sending it to cannot accept Faster Payments. Normally no more than two hours after we take the payment from your account on the day we send it. It may arrive on the next working day if the account you are sending it to cannot accept Faster Payments. Standing orders and future dated payments can be made on working days only. International payments (available from current accounts only) Payments in euro to another EEA country Payments in other EEA currencies to another EEA country No later than the next working day. No later than four working days. Payments outside the EEA or in non-eea currencies You can ask us for details about how long the payment should take to arrive. We cannot control exactly when it will be received by the foreign bank. This will depend on the banking practice of that country. 7. Additional information about international payments If you ask us to make a payment in a foreign currency, we will use our standard exchange rate for that payment (this may depend on the amount of the payment) at the time we make it unless we agree a different rate with you when you ask us to make the payment. You can find out the current exchange rates by calling us see How to contact us. If you make a sterling payment, we cannot control the exchange rate applied by the foreign bank. When you ask us to make an international payment, we will tell you about any charges that may apply. We have to send an international payment through the banking system in the foreign country and we may need to appoint an agent in that country to do it for us. If we necessarily incur any costs or other obligations when acting for you in making an international payment, you must reimburse us and take any other steps needed to put us in the position we would have been in had we not acted for you. SEPA Direct Debit Scheme On the date we have been given for payment unless this is a public holiday in the other bank s country (in which case, this will be on the next working day). The payee s bank must pay the funds into the payee s account on the day it receives the payment from us. 43

47 Section E Interest and charges On some accounts, we pay interest on amounts we hold for you. We charge interest on amounts you borrow, and also have charges for some accounts and some services, including borrowing. 8. Where can you find information about our interest rates and charges? Our Banking Charges guide or additional conditions contain our interest rates and charges for all accounts and services. You can also find them out by contacting us and on our website (see How to contact us ). 9. How do we work out how much interest to pay or charge? 9.1 Unless we have told you otherwise, we calculate any interest we pay or charge at the end of every monthly billing period, based on the daily balance of your account. 9.2 We pay interest by crediting it to your account. We pay interest on interest once it is credited to your account as it becomes part of the account balance. The additional conditions will tell you when we pay interest on your account. This is usually monthly, three-monthly, six-monthly or yearly. If interest is due to be paid on a nonworking day, we will pay interest up to, and on, the next working day. 9.3 If we add interest to your account, we may pay it net (taking off income tax at the standard rate) unless we are allowed or required to pay it gross (without taking off tax). If you are eligible, you can register in our branches to receive gross interest. Tax payers may have to pay additional tax themselves. 9.4 We may take any interest and charges you owe us from the same account or from any other account you have with us. We will tell you personally about overdraft charges and interest you have to pay at least 14 days before we take them from your account and will tell you the date this will happen. We charge interest on interest once it has been added to your account balance. 44

48 Section F Overdrafts We offer Planned and Unplanned Overdrafts on most of our current accounts so that you can borrow when you need to. Meaning of words we ve used available funds This is the amount of any credit balance on your account; plus the unused amount of any Planned Overdraft; less any funds showing in your account that are not yet available for use (like recent cheque deposits) and any payments we have authorised but not yet taken from your account When you apply, we will give you Planned Overdraft terms. If we do not tell you how long your Planned Overdraft is available, it will continue until ended by you or us. We will review your Planned Overdraft at least once every 12 months If your account goes into Unplanned Overdraft, we will write to tell you we have agreed to this and how much you must pay for using it. We will not write to you if it is repaid the same day or we increase an existing Unplanned Overdraft If you do not have available funds and we do not agree to your request for an Unplanned Overdraft or increased Unplanned Overdraft, you will not be able to make that payment and we will tell you we have declined your request. The charges that apply are set out in our Banking Charges guide. Planned Overdraft Unplanned Overdraft An overdraft up to a limit we agree in advance. An overdraft we have not agreed in advance. We will regard you as making a request for an Unplanned Overdraft if: you try to take cash or make a payment when you do not have available funds; or your account becomes overdrawn because a payment into the account has been returned unpaid by the paying bank, or because we have added charges. 10. When do you have to repay an overdraft and what does it cost? 10.1 An overdraft is repayable on demand. This means we can ask you to repay it (or part of it), or reduce the limit, at any time. Usually this will be due to a change or expected change in your personal circumstances. We will give you at least 30 days notice unless we need to take action sooner to protect our interests or for regulatory reasons We may charge interest and fees on our overdrafts depending on: the type of current account you have; whether the overdraft is Planned or Unplanned; and whether your balance is within any interest or fee-free amount or buffer. Details of the charges that apply to overdrafts are set out in our Banking Charges guide. 45

49 Section G How and when we can make changes to this agreement As this agreement could last a long time, we will need to change its terms occasionally. We can foresee some of the reasons why it would be fair for us to do this, and have listed them below, but we may in the future also want to make changes for other reasons. We will tell you about these changes, and how they will affect you, in advance. You can generally close an affected account or end your relationship with us if you do not want to accept any change we tell you about. In fact, with most of our accounts, you are free to terminate the relationship at any time. We cannot change terms that we tell you are fixed, such as interest rates that are fixed for a set period. 11. What can we change? 11.1 We can change the general or additional conditions that apply to a particular account, benefit or service. y We may change any of the terms in this booklet, the interest rates and charges that apply to an account, or the terms on which we provide a benefit that forms part of an added-value account We can change the package of benefits included as part of an added-value account (such as travel insurance) and, if a benefit is not provided by us, the provider of the benefit. The new provider may offer the replacement benefit on different terms. y We may change the provider of an insurance benefit or change the benefits that are included in a package. 12. Why can we make a change? Meaning of words we ve used reference interest rate regulatory requirement An interest rate that is publicly available and linked to a rate we do not set like the Bank of England base rate. Any law, regulation, code or industry guidance that applies to us including a requirement of a court, ombudsman or similar body or an undertaking given to a regulator We can make a change for a reason set out below. If we do, the change will be a reasonable and proportionate response to a change that is affecting us or that we reasonably think will affect us. Reason A change in regulatory requirements. To do something positive for you. A change in the cost of running our accounts, including changes in our funding costs. Any other change that affects us, if it is fair to pass the impact of the change on to you. For example We may have to update our security terms because new legislation introduces tighter standards. Our payment terms may have to change because new technology enables you to make payments more quickly. Changes to the Bank of England base rate that increase or decrease the interest rates we pay savers may affect how much we charge for our overdraft. We may introduce new measures to combat fraud or make changes to reflect developments in digital banking We may make changes for any other reason we cannot foresee. y We may need to respond to changes in the banking sector caused by increased competition that affects how we provide our services and what we charge for them If the interest rate on your account is a tracker rate, the rate will change automatically in line with the reference interest rate it is linked to. The additional conditions will say how soon the tracker rate will change after a change in reference interest rate We can change our standard exchange rates at any time. 46

50 13. How and when will we tell you about changes and what are your rights? 13.1 In the tables below we explain how we give notice to change terms on particular accounts. Meaning of words we ve used non-material changes payment account personal notice published notice restricted savings account Changes to a managed rate where the balance of your account is less than 500, or we reduce the rate by 0.25% or less. If any change means the rate on your account will have reduced by 0.5% or more in 12 months, we treat it as material and notify you personally. A current account or other deposit account that is not a restricted savings account. A notice we give you individually, for example by letter, electronically or in statement messages or inserts. A notice we put in our branches, on our website and through Telephone Banking and, sometimes, in national newspapers. Any Cash ISA, fixed-term deposit or other savings account that has limited payment capability. The additional conditions for an account will tell you if it is a restricted savings account Restricted savings accounts Type of change Notice Timing of notice before or after the change Can you close or switch the account without charge? Interest rate changes that favour you or are nonmaterial (not tracker rates) Favourable or neutral changes to other terms Personal or published Personal or published As soon as possible, normally within 3 days No more than 30 days after Yes, unless the additional conditions say you cannot. Material changes to interest rates (not tracker rates) that disadvantage you Personal At least 14 days before Yes within 30 days of the notice. All other changes that disadvantage you Personal At least 2 months before Yes, at any time before the change Payment accounts (including overdraft changes) Type of change Notice Timing of notice before or after the change Can you close or switch your account without charge? Changes to interest rates or overdrafts that favour you Personal or published No more than 30 days after Yes, unless the additional conditions say you cannot. All other changes Personal At least 2 months before Yes, at any time before the change What are your rights if you want to close or switch an account in response to notice of a change? For a change where we have to give you advance notice, you can tell us you do not want to accept the change using the contact details at the start of this booklet. We will take this as notice that you wish to end the agreement or close or switch your account immediately (which may require you to repay any overdraft on the account). If there is normally a charge for closing or switching your account, it will not apply. If we do not hear from you, we will regard you as accepting the change on the date it comes into force. 47

51 Section H How we manage joint accounts If two or more of you are joint account holders, you can each give us instructions on your own. This section explains how we deal with you and what happens if the arrangement between you comes to an end. 14. What do joint account holders need to know? 14.1 We will make payments, allow withdrawals, give information (including about your account) or do anything else if we are asked to do so by any one of you, unless a regulatory requirement means we must make enquiries or confirm instructions with the other account holder. We can also rely on information given by any one of you about the other(s). Examples of things any joint account holder can do without the knowledge of the other(s) Take all the money in an account. Close an account. End a service. Ask for electronic statements and correspondence (instead of paper). Apply for overdrafts, cards and other services. Replace an account or service with another account or service covered by this agreement. Examples of things we can do for one account holder that count as if we did them for the other(s) Provide any information about your account, but you can ask us to send you separate current account statements if the account holders live at different addresses. Record and act on information that any of you gives us about another of you. Provide pre-contract information to the person who asks us to set up a Planned Overdraft. Send a notice to just one of you You are each, separately, responsible for complying with the terms of this agreement. If any one of you does not comply, we can take action against any or all of you. y If there is an overdraft on a joint account, each of you is liable to repay it even if you did not know about it. 15. What happens when the arrangement between joint account holders changes or ends for any reason? 15.1 When this agreement ends (or your account is closed), we may pay or transfer money we hold for you under this agreement (or in the account) to any one of you If you want to change the joint account holders (by taking off or adding another person) or authorise someone else to operate the account, you must all agree to this If we become aware of a dispute between you, we may take steps to prevent any of you giving instructions or using the account individually until the dispute is ended If one of you dies, we may continue to act on the instructions of the remaining account holder(s) but we do not have to do so in all cases. 48

52 Section I Can someone else operate your account? 16. How can someone else operate your account? 16.1 If you want or need someone else to operate your account, you must either sign a form we give you or show us a power of attorney, signed by you, which authorises them to operate your account In certain circumstances, the law may require us to allow someone else to operate your account for example, if you are no longer able to manage your money, or if you go bankrupt or die For security reasons, we may not allow another person access to all of the services we provide to you. If we do allow them to use a service, you can tell them your security details as long as they agree to keep them safe We are not responsible for an act (or failure to act) by someone else allowed to operate your account as long as we did not know or suspect they were acting dishonestly towards you. 49

53 Section J Who is responsible for any loss? It is important for you to understand what you and we take responsibility for and when you may be liable under this agreement. Meaning of words we ve used 17.2 Are there any special rules about refunds for card payments? If you have used your card to make a payment, you can ask us to refund the payment if all the following conditions are satisfied: device security details Anything such as a card, electronic wallet, smart phone or another device that you can use on its own or in combination with your security details to access your account or give instructions. Details or security procedures you must follow or use to make an instruction, confirm your identity or access a device (for example a password, security code (or PIN) or biometric data such as a fingerprint). the payment was made to a retailer in the EEA; you did not specify an exact amount to be paid; the amount taken was more than you could reasonably have expected to pay based on the circumstances, including your previous spending patterns; and you request a refund within eight weeks of the date the payment was made from your account If these conditions are not satisfied, we need not make a refund ourselves but we will tell you if we can help or suggest other steps you could take. 17. Incorrect payments 17.1 When will we refund incorrect payments? We will immediately refund the amount of a payment and any charges or interest you paid as a result of it, and pay you any interest we would have paid you on that amount, if: you asked us to make the payment to an account at another bank in the EEA and the payment was not made properly or never arrived, unless there was a mistake in any of the details in the payment instruction or we can show that the payment was received by the other person s bank; or the payment was unauthorised (see Unauthorised payments on next page). Additional information about payment refunds Except for direct debits, we will not refund the payment if you tell us more than 13 months after it was made that the payment was not made properly or was unauthorised. If a payment goes to the wrong person or is delayed because you gave us the wrong details, we will not be liable but we will try to recover the payment for you. We may charge our reasonable costs for doing so. Additional information about card payment refunds We may ask you to provide information that is reasonably necessary to investigate whether you are entitled to the refund. In addition, you may also find it helpful to contact the person you paid using the card. Within 10 working days of receiving your request (or of receiving any further information we have asked for), we will refund the payment or inform you of our reasons for refusing to do so Are there any special rules about refunds for direct debit payments? If you think there has been an incorrect direct debit payment, you should tell us immediately so that we can arrange a full and immediate refund even if the original error was made by the business or organisation that set it up. If the payment was made in euro under the SEPA Direct Debit Scheme, you must tell us within eight weeks after the debit date. After that time, we will only be able to provide a refund if the transaction was unauthorised. 50

54 17.5 You should tell the business or organisation what you have done and why. If they still think that you need to pay them, you will need to resolve the dispute with them directly. This does not affect your right to a refund as set out on the previous page. 18. Unauthorised payments You are not liable for any payments or withdrawals from your account that you do not authorise. If you are not liable for a payment, we will refund or pay the amount of the payment and any charges or interest you paid or lost as a result of the payment. We will not have any further liability. There are two exceptions to this rule: 1. If we can prove you acted fraudulently, you will be liable for all payments from the account that we could not stop. 2. If we can prove you have been grossly negligent with your device or security details, you will be liable for payments from your account but only until you have told us your device or security details have been lost, stolen or could be misused. In some cases, you will not be liable for a payment instruction you did not give yourself. These include where we have failed to tell you how to report that your device or security details have been lost, stolen or could be misused or where the unauthorised payment was made by telephone or internet. 19. What happens if we break the terms of this agreement? 19.1 We are responsible if you suffer loss because we have broken this agreement. There are three exceptions to this rule: 1. We are not liable for losses or costs caused by abnormal and unforeseeable circumstances outside our reasonable control, which would have been unavoidable despite all efforts to the contrary. These include delays or failures caused by industrial action (e.g., strikes), problems with another system or network, mechanical breakdown or data-processing failures. 2. We are not liable for losses or costs where a regulatory requirement means we must break this agreement. 3. We are not liable for business losses or costs you suffer (such as loss of business profits or opportunities) as a result of anything we have done, as we make this agreement with you as a personal customer Nothing in this agreement limits our liability for acting fraudulently or very carelessly or otherwise excludes or limits our liability to the extent we are unable to exclude or limit it by law. 51

55 Section K Using money between accounts ( set-off ) Sometimes we can reduce or repay amounts you owe us by using money we hold in other accounts for you. Meaning of words we ve used regulatory requirement 20. When can we use set-off? Any law, regulation, code or industry guidance that applies to us including a requirement of a court, ombudsman or similar body or an undertaking given to a regulator If we are holding money in an account for you when amounts you owe us are overdue for payment, we may use the money in your account to reduce or repay the amount you owe us. We will only do this if we think it is reasonable, taking into account your circumstances (including that you will still have enough money to meet essential living expenses) and any regulatory requirements Amounts you owe us include amounts due under a loan, credit card, mortgage, overdraft or otherwise under the Lloyds Bank brand or another brand of ours such as Cheltenham & Gloucester We can use our set-off right if you have accounts that are only in your name as well as joint accounts you hold with another person (X) as shown below: Money in account for: Set off against money owed by: 20.4 In addition, we can in the same way (unless prevented by insolvency law) use money you have in any of your accounts with us to reduce or repay any money you owe to another group company (with the Lloyds Bank or Scottish Widows name) Even if there is a court decision against you or you are fined, we can use money you have in your accounts to pay something you owe us or another group company (including interest arising after the date of the final decision or fine), unless the court instructs us otherwise, or we are otherwise prevented by law Occasionally we receive legal instructions or notices to hold a customer s money for someone else or to pay it to someone else. If this happens, the amount available to the other person will be what is left after we add up what we owe on the affected accounts and subtract what the first person owes us, including any interest arising after the legal instruction or notice, unless we decide otherwise or we are prevented by law. 21. Applying compensation payments to your accounts 21.1 If we decide to pay you money to settle a complaint or to pay you compensation regarding products covered by this agreement, we may put this money towards any amount you owe us for products covered by this agreement (such as an overdraft). We will do this in line with any regulatory requirements that apply to us. You only You only You and X You and X You and X You You and X You and X X You 52

56 Section L Ending this agreement or an account, benefits package or service or suspending a benefit or service 22. Suspending a service or benefit 22.1 We may suspend a benefit, account or service if we think you don t want it any more because you have not used it for 12 months, or if you are no longer eligible for it. We will give you two months notice in writing before doing so. 23. Ending this agreement or an account, benefits package or service 23.1 This agreement continues until you or we cancel or end it. The table below shows how this agreement (or any account, benefits package or service) can be ended. If we end it, we will act in a manner we think is reasonably appropriate for the circumstances and will try to reduce the inconvenience to you. By Reason Notice You Any reason. None (we may ask you to confirm in writing). Us If we reasonably consider that: there is illegal or fraudulent activity on or connected to the account; you are or may be behaving improperly (for example, in a threatening or abusive way); by continuing the agreement we (or another company in the Lloyds Banking Group) may be exposed to action from any government, regulator or other authority or may break a regulatory requirement; or you have seriously or repeatedly broken this agreement in any other way. You have not used an account for 15 years (or other period specified by law) and we have lost touch with you. In this case, we may transfer any money in the account to the reclaim fund (a body set up to deal with unclaimed assets in dormant accounts). We will try to contact you before doing this. Any other reason. None. For further details see Section N. Two months (in writing) When this agreement ends, any account covered by it will close and any benefit or service we provide under it will stop. You must also: (a) repay any money you owe us (including any payments you have made that have not yet been taken out of your account); (b) pay any charges and interest up to the date the agreement, account or service ends; (c) return anything that belongs to us or that we have given you, such as any device or unused cheques; and (d) cancel any direct payments (such as direct debits, standing orders and regular card payments) into or out of your account. If someone sends a payment to your closed account, we will take reasonable steps to return the payment to the sender If this agreement (or a service or benefit under it) ends, it will not affect any legal rights or obligations that may already have arisen or any instructions already given When this agreement ends (or your account is closed) we will pay or transfer money we hold for you or owe you under this agreement (or in the account) to you, or to any other person you name in writing. However, we may keep enough money to cover anything you owe us or, if you have broken this agreement, any loss of ours that results In the event of your death, we may need to see a grant of probate, certificate of confirmation or grant of representation before releasing money in your account to your personal representatives After this agreement ends, we will keep our right of set-off and any rights we have under general law. We may continue to hold and use your personal data but only to the extent we need to do so as set out in our privacy statement referred to at the end of this agreement under Important facts about your personal information.

57 Section M Other important terms 24. Insurance If insurance is included with your account, we hold any money we receive for you from the insurer regarding the insurance in our role as a bank and treat it like any other funds paid into your account. It is not held on trust for you (or as your agent if in Scotland) or in line with the Financial Conduct Authority s client money rules. We hold on the insurer s behalf any insurance premiums we collect. 25. What happens if you do not meet the conditions we set for an account type? 25.1 We may change an account you hold with us to a different account, including one with a different or no benefits package (and lower regular account fees), if: (a) you do not pay (or you use an Unplanned Overdraft to pay) your regular account or benefits package fees twice in a row; (b) you stop being eligible for your existing account or any of the benefits on your account in any other way; (c) you are no longer resident in the United Kingdom; (d) you hold more than one added-value account; or (e) you make a complaint and we agree that the account may not be suitable for you. Before changing your account to a different account, we will give you at least two months notice. We will only change your account to one that we believe is a reasonably suitable alternative. 26. Transferring rights and obligations You may not transfer any obligations or rights, benefits or interests under this agreement or in your accounts (or income from them) or create any security over money in your accounts in favour of someone else unless we say you can in writing. 27. Not enforcing this agreement We may not always strictly enforce our rights under this agreement; for example, we may allow you more time to pay what you owe. If we do this, it will be just a temporary measure and we may enforce our rights strictly again. 28. Tax reporting and withholding for customers subject to the tax regime of certain other countries (including the US) 28.1 We (or other companies in the Lloyds Banking Group) may be required by legislation or by agreement with tax authorities to report certain information about you and your relationship with us, including information about your accounts: (a) to the tax authorities in the UK, which may then pass that information to the tax authorities in another country where you may be subject to tax; or (b) directly to the tax authorities in other countries (such as the US) where we reasonably think or are required to presume you are subject to tax If we are required to report information about you or your relationship with us (or both), including information about your accounts, this information includes the account number, the amount of interest paid or credited to the account, the account balance or value, your name, address, country of residence, and social security number or taxpayer identification number In addition, we may need you to give us further information, documents or certifications about your identity, tax residence, nationality and status If we are required to report information about your accounts, you agree that: (a) you will provide additional information and documents we need from you and that confidentiality rights under relevant data protection, bank secrecy or similar laws will not apply to information we report or obtain from you to meet our obligations; (b) if you do not provide us with information or documents we need, we may (i) apply a withholding tax to amounts, including interest, we pay to you; or (ii) close your account; or (iii) transfer your account to an affiliate in another jurisdiction; and (c) we will not be liable to you for any loss you may suffer as a result of our complying with legislation or agreements with tax authorities in accordance with this condition, unless that loss is caused by our gross negligence, wilful default or fraud. 29. How can you complain? If you feel we have not met your expectations in any way, please let us know so that we can tackle the problem as quickly as possible. We have a three-step procedure to resolve your concerns. (a) Step 1 Let your usual point of contact know Tell us about your complaint and how you think it could be resolved by calling into any branch, calling us on ( from overseas), 24 hours a day, seven days a week, textphone on , or contacting your relationship manager or Business Manager, if you have one. 54

58 We will try to resolve your complaint by the end of the next business day. If we cannot do this, we will write to you within five working days to tell you what we have done to resolve the problem, or acknowledge your complaint and let you know when to expect our full response. We will also let you know the name and contact details of the person or team dealing with your case. (b) Step 2 Follow-up To follow up your complaint with Customer Services, you can ask the person you raised your complaint with to refer the matter to them or write to Lloyds Bank, Customer Services, BX1 1LT. (c) Step 3 Financial Ombudsman Service If we have not issued our final response within eight weeks from the date you first raised your complaint, or if you are dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review. The Financial Ombudsman Service will only consider your complaint once you have tried to resolve it with us, so please take up your concerns with us first and we will do all we can to help. Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Tel: or or Law applying to this agreement 30.1 Unless you are resident in Scotland when the conditions in this agreement first apply to you, English law will decide any legal questions about it, and about our dealings with you with a view to entering into this agreement. The courts of England and Wales will also be able to deal with any legal questions connected with this agreement If you are resident in Scotland when the conditions in this agreement first apply to you, Scots law will decide any legal questions about it, and about our dealings with you with a view to entering into this agreement. The Scottish courts will also be able to deal with any legal questions connected with this agreement This agreement applies even if any term of it contradicts or overlaps with any law that applies, unless the law says we cannot agree with you to change or exclude the effect of that law. 55

59 Section N Additional important information This section does not form part of the conditions for your account but provides further important information that you may need. Who we are Our company details Lloyds Bank plc (company number 2065) is a company registered with the Registrar of Companies for England and Wales. Registered office: 25 Gresham Street, London EC2V 7HN. To find out more about our company, see the Registrar s website, or call the Registrar on Our VAT number is We lend money and offer savings, insurance and other financial services to our customers. How we are regulated We are authorised by the Prudential Regulation Authority, and regulated by the Financial Conduct Authority and Prudential Regulation Authority under registration number To find out more about us, see the Financial Services Register: or call the FCA on We are regulated by the Office of Communications ( Ofcom ). If you have a complaint, particularly about our text-messaging service, you may also be able to take it to Ofcom at Riverside House, 2a Southwark Bridge Road, London SE1 9HA, telephone , fax or textphone Industry codes and memberships We are a member of the British Bankers Association. Please see to find out more. We subscribe to the Lending Code; you can get a copy of it from We are covered by the Financial Services Compensation Scheme and the Financial Ombudsman Service. We follow advertising codes regulated by the Advertising Standards Authority ( ASA ). If you would like to find out more about the advertising codes or the ASA, or complain to them about any of our advertising, please see call the ASA on (textphone ), them at [email protected] fax them on or write to the Advertising Standards Authority, Mid City Place, 71 High Holborn, London WC1V 6QT. Dormant balances We participate in the unclaimed assets scheme established under the Dormant Bank and Building Society Accounts Act 2008, which enables money in dormant accounts (i.e., accounts that have been inactive for 15 years or more) to be distributed for the benefit of the community while allowing customers to reclaim their money. Under the scheme, we may transfer balances of dormant accounts to Reclaim Fund Ltd (RFL), a not-for-profit reclaim fund authorised and regulated by the Financial Conduct Authority. If we transfer the balance of your account to RFL, you will have the same rights against RFL to reclaim your balance as you would have done against us. However, we remain responsible for managing the relationship with you and for handling all repayment claims on behalf of RFL. Therefore, you should continue to contact us in the usual way if you have any questions or complaints about dormant accounts or balances. Both we and RFL participate in the Financial Services Compensation Scheme (FSCS). Any transfer by us to RFL of your balance will not adversely affect any entitlement you have to compensation from the FSCS. Cancellation We hope you re happy with the account or service you ve chosen. However, if you re not you have 30 days from opening the account or taking the service to cancel it without charge by writing to us, visiting any branch, or contacting us by telephone or online through Internet Banking. We will then help you to move to another account we offer or will return your money to you with any interest you have earned on it. This right does not apply to fixedrate, fixed-term accounts. If you have used an Overdraft you will have to repay it before you can cancel. If you cancel an ISA, you ll still be able to open another ISA in the same tax year. If you have a Planned Overdraft you can also cancel it at any time by writing to us, visiting any branch or contacting us by telephone or online through Internet Banking. If you do so, you must repay any overdrawn balance. Other information We will communicate with you in English. Our charges will include delivery costs (if any) and any tax you have to pay through us. You may have to pay other taxes or costs, which you do not pay us or pay through us. Cashpoint is a registered trademark of Lloyds Bank plc. depositpoint is a trademark of Lloyds Bank plc. The Post Office and Post Office logo are registered trademarks of the Post Office Ltd. You can ask for a copy of this agreement or download it from our website. For more information visit us at or go to any Lloyds Bank branch. 56

60 Section O Important facts about your personal information. This information is not part of your Personal Banking conditions. Personal data and Lloyds Bank plc. Your information will be held by Lloyds Bank plc., which is part of the Lloyds Banking Group. More information on the Lloyds Banking Group can be found at lloydsbankinggroup.com Your personal information will be shared within the Lloyds Banking Group so that we and any other companies in our Group can look after your relationship with us. By sharing this information it enables us to better understand your needs, run your accounts, and provide products in the efficient way that you expect. We will share your personal information with fraud prevention agencies. If false or inaccurate information is provided and fraud is identified, details of this fraud will be passed to these agencies to prevent fraud and money laundering. Further details explaining how information held by the fraud prevention agencies may be used can be obtained by reading the privacy notice at lloydsbank.com/privacy2.asp or contacting your local branch. We may obtain information about you from credit reference agencies, fraud prevention agencies, and Group records to check your credit status and identity. The agencies will record our enquiries which may be seen by other companies who make their own credit enquiries. This may affect your ability to obtain credit elsewhere in the near future. We may also use credit scoring. When you opened your account(s), your application may have been assessed using credit reference agency records relating to you and anyone with whom you have a joint account or similar financial association. If a joint application has been made and such a link did not already exist, then one may have been created. These links will remain until you successfully apply for a notice of disassociation at the credit reference agencies. If you provided information on behalf of a joint applicant, we understand you had their permission to do so and they have agreed that we are authorised to search, link and record information about them at credit reference agencies. We may ask you to provide physical forms of identity verification when you open your account(s). Alternatively, we may search credit reference agency files in assessing your application(s). The agency also gives us other details and information from the Electoral Register to verify your identity. The agency keeps a record of our search, whether or not your application proceeds. Our search is not seen or used by lenders to assess your ability to obtain credit. Lloyds Banking Group companies may use your information to contact you by mail, telephone, or text message about products and services that may be of interest to you. If you do not wish to receive this information please let us know. It is important that you understand how the personal information you give us will be used. Therefore, we strongly advise that you read our Privacy Statement, which you can find at lloydsbank.com/privacy2.asp or you can ask us for a copy. Please let us know if you have any questions about the use of your personal information. 57

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64 Find out more Go to lloydsbank.com ÕÕ Call us on uu Visit your local branch Our promise is to do our best to resolve any problems you have. If you wish to complain visit your local branch or call or (Textphone or , if you have a hearing impairment). For more information visit lloydsbank.com/contactus If you d like this in another format such as large print, Braille or audio please ask in branch. If you have a hearing or speech impairment you can contact us using Text Relay or Textphone on (lines are open 24 hours a day, 7 days a week). If you are Deaf you can use BSL and the SignVideo service available at lloydsbank.com/accessibility/signvideo.asp Calls may be monitored or recorded in case we need to check we have carried out your instructions correctly and to help improve our quality of service. Important Information Lloyds Bank plc. Registered Office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales no Lloyds Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number We also subscribe to the Lending Code. Details can be obtained from Information correct as at July M57453 (07/15)