Select Silver Account The essential guide to your new account
The RBS Customer Charter Renewing our commitments to you We want to become Britain s most Helpful Bank. That s why we launched our Customer Charter a set of commitments based on what you told us is important to you. We re working hard to live up to these commitments, striving to provide you with products and services you want and need. We ve made progress and laid some strong foundations, but there s more to do. This year, the Customer Charter has become even more relevant to our customers. The commitments fall under the following themes: Our staff will always put you first We will do more to help when you need us most We will provide convenient and quick service We will help support local communities Our progress will be assessed and we ll publish the results so you can judge our performance for yourself. By continuing to do what our customers really want, we are committed to become a more Helpful Bank. To read our Customer Charter go to rbs.co.uk/customercharter
Contents What can I expect as a Select Silver Account customer?...4 Which benefits would I need to register for?...6 Which benefits do I get without having to register?...8 Which other services should I register for?...10 What s already included?...13 Common questions...15 What do I do next?...19 3
What can I expect as a Select Silver Account customer? As well as everyday banking services, your Select Silver Account also includes protection and lifestyle benefits from travel and mobile phone insurance to film and music downloads which could help you save money. You ll need to register for some of the benefits, others you ll get automatically. The next few pages tell you about the benefits. If you want to know more, and get full details of all the terms and conditions, take a look at the extra information enclosed. If you are a new customer, or have upgraded from our Basic Account, you should have already received your new debit card and PIN so you have everything you need to start using your account. If you haven t received either of these yet, please call us on 08457 24 24 24 (Minicom 0800 404 6160). 4
Your benefits at a glance: 5 Star Defaqto rated European Travel Insurance annual cover for you and your joint account holder (if you have one), for unlimited trips of up to 22 days travel within Europe, including winter sports. If you are aged 70 or over, you must call Membership Services each year. You will be required to pay an annual premium of 50 per account and be medically screened. If you have a pre-existing medical condition you must call Membership Services for screening. You may be required to pay a premium for cover, or we may decide not to cover you for this condition. Mobile Phone Insurance covers your mobile phone (including iphone and BlackBerry) for an unlimited retail value (excluding embellishments) against loss, theft, damage or breakdown wherever you are in the world. It also covers unauthorised calls of up to 2,500 (including VAT) per claim for monthly contract phones and up to 100 (including VAT) per claim for pay-as-you-go customers. Identity Theft Assistance a fraud prevention and resolution service, including credit report monitoring provided by Experian, which will provide you with unlimited access to your credit report and a facility to set up text and email alerts to tell you about any changes to your credit status. hmvdigital Music Downloads each month you can download up to five tracks compatible with your computer, ipod, MP3 player or phone. (hmvdigital s terms and conditions will apply.) LOVEFiLM DVD Rentals every month you can choose three DVDs from over 70,000 movies including new releases and old favourites. Each month you can also get up to two hours of entertainment streamed direct to a computer, PS3 or TV connected to the internet. (LOVEFiLM terms and conditions will apply). Travel Money You qualify for preferential exchange rates and complimentary home delivery on your travel money for orders over 100. 5
Which benefits would I need to register for? As a Select Silver Account customer you have access to the Select Silver Membership Services area on the RBS website. Here you ll find details of all the benefits your account offers you and points out the ones you need to register for. It also gives the full terms and conditions of your benefits. Identity Theft Assistance Identity theft can be expensive it can also cause months of hassle. As a Select Silver Account customer you and your joint account holder (if you have one) can get the support you need should you fall victim to identity theft. Your credit report is monitored by Experian. They provide you with unlimited access to your credit report and you can set up text and email alerts to tell you about any changes to your credit status. All account holders will need to register to benefit from this service. Valuable document registration lets you keep important information, such as your passport number or details of insurance policies in one secure place. If you lose them, we can give you all the details. Personal support if you fall victim to identity theft, a dedicated caseworker will help you restore your credit status. CIFAS registration your details are registered with CIFAS (the UK s fraud prevention service). If you are a victim of identity theft, an optional alert can be placed on your credit file to ask for extra security checks on future applications for credit to make sure they re genuine. Please read the Select Silver Account Benefit Terms in your folder for full details. 6 Register now at rbs.co.uk/silveraccountbenefits or call 0845 607 5154 (Minicom 0845 600 0512)
hmvdigital Music Downloads Each month you can download up to five tracks that are compatible with your computer, ipod, MP3 player or phone. Choose from over 13 million tracks from your favourite artists, including new releases. There is a secure back up of all your music downloads so if you lose your music files you can download them again. You can also pay for extra singles or albums from this site so you now have a one-stop-shop for all your music. Please remember that you can only get this benefit online and if you do not use all of the five tracks in a month, you can t carry them over to the next. For full terms and conditions of the hmvdigital Music Downloads please refer to the Select Silver Account Benefit Terms included in your folder or check online at rbs.co.uk/silveraccountbenefits LOVEFiLM DVD Rentals As a Select Silver Account holder you can register online with LOVEFiLM, make up your My Rentals List and start enjoying their great range of movies and TV shows. Choose three DVDs to rent each month they will send you one disk at a time. Delivery straight to your home and no delivery or return costs to pay. Choose from over 70,000 DVD and Blu-ray titles. Up to two hours of streaming direct to your computer, internet TV or PS3 each month. Download the LOVEFiLM app onto your iphone so you can manage your viewing preference on the move. For all terms and conditions relating to the LOVEFiLM subscription please refer to the Select Silver Account Benefit Terms included in your folder or check online at rbs.co.uk/silveraccountbenefits Register now at rbs.co.uk/silveraccountbenefits 7
Which benefits do I get without having to register? 5 Star Defaqto rated European Travel Insurance As a Select Silver Account customer you ll get annual European travel insurance rated 5 Star by Defaqto, the independent financial research company. This covers you and your joint account holder (if you have one), for trips each year of up to 22 days of travel in Europe. The policy provides: up to 10 million cover for medical expenses; and cover for winter sports trips. Optional upgrades are also available for a fee, just call 0845 607 5154 (Minicom 0845 600 0512). If you are aged 70 or over, you must call Membership Services each year. You will be required to pay an annual premium of 50 per account and be medically screened. If you have a pre-existing medical condition you must call Membership Services for screening. You may be required to pay a premium for cover, or we may decide not to cover you for this condition. Your policy document is included in your welcome folder. Although you get this benefit automatically, you can still check the details at rbs.co.uk/silveraccountbenefits Travel Money To make life easier, you can buy foreign currency and travellers cheques using our Travel Money service. As a Select Silver Account customer, you ll get access to preferential rates which will help your holiday money go further. You can also get your order delivered direct to your home or any RBS branch whichever is easier for you. You qualify for preferential exchange rates and complimentary home delivery on your travel money for orders over 100. To enjoy these benefits please visit rbs.co.uk/silveraccountbenefits or call Membership Services on 0845 607 5154 (Minicom 0845 600 0512). 8 Register now at rbs.co.uk/silveraccountbenefits
Mobile Phone Insurance Your Select Silver Account mobile phone insurance covers your mobile wherever you are. If you have a joint account, you get cover for up to two phones and you can each make a maximum of up to 2 successful claims in any rolling 12 month period. You do not need to register for this benefit, however you can and this may make the claims process easier for you. Unlimited replacement value (excluding embellishments.) You must pay an excess of 75 for handsets towards the claim. Covers loss, theft, accidental damage and breakdown including water damage, liquid and malicious damage, as well as electrical or mechanical faults. Unauthorised calls cover up to 2,500 (including VAT) for monthly contracts and 100 (including VAT) for pay-as-you-go customers. Worldwide protection wherever you are in the world, you re covered. Repair or replacement will be arranged when you return to the UK. All claims must be reported within 60 days of the loss, theft, damage or breakdown being discovered, unless you are outside the UK in which case you must report the claim within 60 days of returning to the UK. Accessory cover up to 250 (including VAT) a claim for any accessories that are lost, stolen or damaged at the same time as your phone. Accessories include chargers, cases, earphones and memory cards. Please read the Select Silver Account Benefit Terms in your folder for full details. Your cover will start immediately after you open your account. 9
Which other services should I register for? There are a number of ways to bank with us but you ll need to sign up for them. This is well worth doing because they ll let you do a lot of your everyday banking without needing to visit a branch. Digital Banking With Digital Banking you can manage your money 24 hours a day, 365 days a year, by visiting rbs.co.uk You can: check your balance view your statements online and search back up to 7 years make transfers between your accounts pay bills and other people view and manage Direct Debits and standing orders. Keeping you safe and secure Our priority is to make banking online or on your mobile as safe and secure as possible. That s why we made our commitment to you. You re protected by our Online and Mobile Security Promise we will refund money lost from your account if we find you have been a victim of banking fraud. It s our commitment to you and gives clear guidance on what you need to do to protect yourself. To find out more about our security promise and steps to stay secure please go to rbs.co.uk/promise Our free Rapport security software also provides an additional layer of security. It works in conjunction with other anti-virus software installed on your computer. Download it for free at rbs.co.uk/rapport All you need to register for Digital Banking is your account number, sort code and debit card number. Go to rbs.co.uk/digital and follow the instructions on screen. 10
System updates mean that Digital Banking is unavailable for short periods in the early hours of the morning. Telephone banking Wherever you are home or abroad you can use telephone banking at any time of the day or night. And all you pay for is the call. You can choose our quick and easy automated service or talk directly to one of our Customer Service team. Get up-to-the-minute balances and statements. Make instant transfers between your RBS accounts, pay bills and make payments. Manage Direct Debits and standing orders. Get information on our wide range of financial services. To register call 0845 722 2345 (Minicom 0800 404 6160). All our telephone banking centres are in the UK with staff on hand to help 24 hours a day, 7 days a week. Mobile banking There s an easy way to stay in touch with your finances even when you re out and about using your mobile. We ve developed Mobile Banking for BlackBerry, Android, iphone and ipad. If you download one of our free apps you can do the following: Pay your friends, family, credit card or utility bills just set up and make your first payment to each new payee in Digital Banking beforehand. Move money between your accounts transfers are processed immediately and your balances are updated. Check balances and statements view an up-to-the-minute account balance and recent transactions for all your accounts that you manage using Digital Banking. Near me Find your nearest RBS branch or cash machine. Mobile phone top-up if you have a pay-as-you-go mobile you can top it up and up to four others too. continued overleaf 11
To take advantage of our Mobile Banking service you will first need to register for our Digital Banking service, to find out more and register, visit rbs.co.uk. Users need to be at least 11 years of age. Remember, standard network message and data rates apply when using the service, and sometimes extra network charges can apply when you use the service abroad. It s important to check this with your network provider. You can download our Mobile Banking app for free, just search for RBS on your smartphone from your app store. Text Alerts Get the latest information on your account with balance and transaction information sent direct to your mobile. Limit alerts get a text whenever your account hits any upper or lower limit you set. Why not use these to confirm when you ve been paid or to warn you if your balance is getting low? Balance updates we ll send your account balance to your mobile phone once a week on the day you choose. You could choose to receive an update each Friday, so that you know how much you have to spend over the weekend. Act Now Alerts Our alerts can help you reduce or even avoid fees for returned payments. These texts or emails specify the time by which you should have cleared funds in your account to cover all payments and keep your account in credit. To find out more and register, visit any RBS branch or go to rbs.co.uk 12
What s already included? Visa Debit card As long as you have enough money available in your account you can use this card to: withdraw up to 300 a day from any cash machine or Post Office counters in the UK withdraw cash from any cash machine overseas which displays the Visa logo. Any transactions in a foreign currency is converted into sterling at our prevailing exchange rate and a transaction fee of 2.75% is subsequently applied for debit card transactions shop in store or online; and get cash back from selected retailers. Statements We will send you regular statements in the post. However, you can view your statements any time you like online by registering for Digital Banking at rbs.co.uk/digital, you can also choose to go paperless for either all or selected accounts. Just select Statements, then click on Start or stop receiving bank statements by post. RBS branches You can walk into any RBS branch and talk to a member of staff who ll be happy to help you. We have just over 645 branches throughout the UK, with many branches now open on a Saturday. To find your nearest branch, go to rbs.co.uk/branch-locator Direct Debits and standing orders To help you manage your money, your account allows you to set up Direct Debits and standing orders to pay bills and transfer money automatically. It s important to remember that if you don t have enough money in your account, we may not be able to pay a Direct Debit or standing order from your account, and you may be charged an Unpaid Item Fee for each payment we can t make. Please see the Personal & Private Current Account Fees & Interest Rates leaflet for more information. continued overleaf 13
Overdraft facility Your Select Silver Account gives you an interest-free overdraft of up to 100 (if arranged). If If you wish to arrange an overdraft of 100 or more you can apply online at rbs.co.uk, by phoning 08457 24 24 24 (Minicom 0800 404 6160) or by visiting a branch. Whether or not you can get an overdraft depends on any eligibility criteria that apply and the results of a standard credit check.if you have arranged a limit with us and you don t borrow more than your interest-free threshold of 100, we won t charge you any interest. However, if the amount you re overdrawn is within your arranged overdraft limit, but is over your interestfree threshold, you ll pay interest on the full overdrawn balance. Cheque book You can choose to have a cheque book with this account (subject to eligibility). To order one, call 08457 24 24 24 (Minicom 0800 404 6160). Emergency cash If your debit card is lost or stolen you can still get access to your money by using our 24-hour Emergency Cash service. Call us immediately on 0870 600 0459 (Minicom 0800 404 6160). You ll have to answer a few quick security questions and then we ll give you a code that will allow you to withdraw cash from any RBS, NatWest or Ulster Bank branded cash machine in the UK. If you are an online or telephone banking customer you can withdraw up to 300. If you aren t you can still withdraw up to 60. These amounts are available providing you have the money available in your account. As a minimum you must have 25 available in your account to use this service. We will send you a replacement card within 24 hours of you reporting it missing. Banking Offers From time to time we ll make you aware of offers you may be able to take advantage of. All offers can be found on rbs.co.uk Post Office You can withdraw cash and check your balance at 11,000 Post Office counters. 14
Common questions Here we answer some of the questions we re most commonly asked. For more information, take a look at your Helping you get the most from your Personal & Private RBS Current Account leaflet. When can I start using my account? If you ve received a new debit card and PIN, you will need to activate your card. You ll find the instructions for doing this on the card. You can register for digital, telephone and mobile banking. You ll find details at rbs.co.uk How can I pay money into my account? You can pay money into your account in the following ways. Over the counter pay in cheques or cash at any RBS branch. Cash Deposit Machines these can be found in many branches and allow you to pay cheques or cash into your account quickly (some machines only accept notes). Cash machines over 400 RBS cash machines allow you to pay cheques or cash (notes only) into your account. Just fill in a paying-in slip and follow the instructions on screen. Online once you ve signed up to Digital Banking, you can instantly transfer funds between your RBS accounts. Post you can post cheques (not cash) direct to your branch. Mobile once you ve downloaded and registered for Mobile Banking, you can instantly move money between your RBS accounts. How can I check my account balance? Use your debit card to check your balance or get a ministatement at any of our cash machines and at Post Office counters. If you re registered, you can also check your balance using our digital, telephone or mobile banking services. What are the main fees and charges on my account? All of the fees and charges relating to this account are explained in the Personal & Private Current Account Fees & Interest Rates leaflet. continued overleaf 15
Can I move my existing Direct Debits and direct payments such as my salary to this account? Yes. You can switch all your everyday banking to this account. Switching is easy and free of charge. Our specialist switching team are dedicated to making your switch as simple and as smooth as possible. They will keep you informed of the progress of your switch and will be on hand to answer any questions you may have. To find out more visit rbs.co.uk/easyswitch, call 0800 148 8328 (Minicom 0800 404 6160) or visit your local branch. Lines are open between 8am and 8pm, Monday to Friday and from 9am to 6pm on Saturdays (except public holidays). What is a Direct Debit and how can I set one up? A Direct Debit is a regular payment, either fixed or variable, that you allow an organisation to collect from your account (for example, to pay your gas, electricity and phone bills). To arrange a new Direct Debit, you will need to sign a Direct Debit instruction provided by the organisation that you would like to pay. The organisation will then send this to us. Please allow two working days before the date you want the payment to be made for your instruction to be processed. The money is paid from your account automatically on the date you chose. This will be shown on your statement as a Direct Debit payment. What is a standing order and how can I set one up? A standing order is an instruction you give us to pay another person or organisation a fixed amount from your account at regular intervals (for example, once a month). The money is automatically paid from your account on the fixed date you choose. This will be detailed on your statement as a standing order payment. There are three ways you can choose to set up a standing order: through Digital Banking through telephone banking: or at a branch. 16
When you set up a new standing order please allow two working days before the date you want the payment to be made for your instruction to be processed. To set up a standing order you ll need to have the sort code and account number of the account you want to make the regular payments into. If you re setting up your standing order through telephone or Digital Banking you ll need to use your security passwords. What is my overdraft facility? If you think you may need to go overdrawn it s important that you contact us first to apply for an arranged overdraft facility. If you have arranged a limit with us and you don t borrow more than your interest-free threshold of 100, we won t charge you any interest. However, if the amount you re overdrawn is within your arranged overdraft limit, but is over your interest-free threshold, you ll pay interest on the full overdrawn balance. If you ve already arranged an overdraft facility, you don t need to tell us beforehand if you re going to go into it. You can simply dip into it whenever you choose. If you don t have an arranged overdraft, you can apply by logging into Digital Banking, by phoning 08457 24 24 24 (Minicom 0800 404 6160) or by going into your nearest branch. We have two fees for unarranged overdrafts a flat daily fee of 6 if you have an unarranged overdraft of over 6, and a single 6 fee for each payment you make but which we return unpaid. Please see our leaflet RBS Personal & Private Current Account Terms for further details. What do I do if my card is lost or stolen? We have a 24-hour Card Loss Centre that you should contact if your card is lost or stolen or if you suspect that someone knows your PIN. The number is 0870 600 0459 (Minicom 0800 404 6160). continued overleaf 17
What is CIFAS registration? CIFAS stands for Credit Industry Fraud Avoidance System. It allows its members (such as us) to exchange information in order to help detect and prevent fraud. So it helps to protect innocent people whose names, addresses or other details are used by others in order to get credit. How do I claim on my travel insurance? To notify us in the first instance please call 0845 607 5154 (8am-6pm Monday to Friday) and we ll be happy to assist you. In case of emergency, please call (+44) 1252 308 791. How do I claim on my mobile insurance? To notify us please call Membership Services on 0845 607 5154 (Minicom 0800 600 0512) open 8am-8pm Monday to Friday, 9am to 6pm Saturday, 10am-5pm Sunday and 10am to 6pm on Bank Holidays. You do not need to register your phone, however you can and this may make the claims process easier for you. What if I want a different account? If at some point in the future your circumstances change, you can change your account to fit your needs. We are here to help you and offer a full range of accounts for you to choose from. Different terms apply to different accounts. If you want to open a new account you will need to fill in an application form and we may carry out a credit-reference check. To find out more go to rbs.co.uk/currentaccounts How do I contact RBS? If you have any questions, go to rbs.co.uk/currentaccounts or call 08457 24 24 24 (customers with hearing and speech difficulties can contact us by Minicom 0800 404 6160) lines are open 24 hours a day, 7 days a week. For other ways to contact us, check our contact details page at rbs.co.uk 18
What do I do next? If you are a new customer, or have upgraded from our Basic Account, you should have already received your new debit card and PIN. If not, please call us on 08457 24 24 24 (Minicom 0800 404 6160). Make sure you ve activated your new debit card. You ll find the activation instructions on your card. Register for your benefits via the Select Silver Membership Services area at rbs.co.uk/silveraccountbenefits. If you have any questions or need assistance with registration, please call us on 0845 607 5154 (Minicom 0845 600 0512). You could move any existing Direct Debits and income payment to your new account at rbs.co.uk/easyswitch Register for digital, telephone and mobile banking. You ll find details at rbs.co.uk We ll be in touch over the next few months to check on how things are going and help you make the most of your account. 19
iphone and ipad are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc. BlackBerry is a trademark of Research in Motion Ltd. hmvdigital Powered by 7digital. Credit facilities over 18s only. Calls may be recorded. The Royal Bank of Scotland plc. Registered office: 36 St Andrew Square, Edinburgh EH2 2TB. Registered Number: 90312, Scotland. RBS 06507 8 March 2013