Business Banking Reference Guide The Works: Getting the most from your Business Account
Business Banking Reference Guide Contents Your transaction tools and records 03 Types of transactions 09 Visa debit card 14 International transactions 16 Further information 17
Your transaction tools and records Welcome to Santander Business Banking. Whether you have opened a Business Bank Account to take advantage of free day-to-day business banking (see note 1) or opened one of our savings accounts for your surplus funds this reference guide is designed to help you make the most of your account. Access to your account There are different ways in which you can access your account depending on the type of account you have and the type of account card. If you have...a cash card This card allows you to withdraw up to 500 per day from your account through any Santander, LINK and Cirrus cash machine. You can deposit cash and cheques into your account as well as obtaining balances and statements through any Santander cash machine. an Operator card This card allows extra holders to make deposits into your account and obtain balances and statements either online or via Santander cash machines. Cash cannot be withdrawn with an Operator card. a VISA debit card You have full access to all telephone banking facilities. You can withdraw up to 500 per day through Santander (UK) and LINK cash machines, and make purchases online and in shops. See page 14 for more details. Note 1: For free day-to-day banking transactional limits please refer to our Tariff of Charges document. 03
Business Banking Reference Guide Extra account users You can authorise other people to operate your account on your behalf. To arrange this please contact the Business Banking Centre. Extra account users can be: n authorised signatories they can sign items on your behalf, for example cheques; or n authorised cardholders VISA debit cardholders can have access to financial transactions and information via telephone, online banking and cash machines. Operator cardholders can access account information and conduct non-financial transactions; or n both of the above. Chip and PIN Your cards will be sent to you within 10 days of your account being opened, along with full details of how to use them. Sign your cards in permanent ink as soon as you receive them. Your Personal Identification Number (PIN) will be sent separately, within five working days. Memorise your PIN and destroy the notification as soon as you have done so. n Never write your PIN on your card or anything else kept near or with it. n Never disclose your PIN to anyone else. If you forget your PIN and obtain a replacement, you will need to validate the new PIN at any Santander cash machine before you can use Chip and PIN for making transactions. 04
Cash machine network When you first use your card, use the PIN allocated to you. The second time you use the card at any Santander cash machine, you can change it to a four-digit PIN of your choice. Simply select the PIN change option and follow the instructions on the screen. If you believe that someone else knows your PIN, please change it immediately at any Santander cash machine or contact the Business Banking Centre to arrange for a new PIN to be issued. Withdrawing cash How much you can withdraw depends on which card you are using. Please note, some cash machines have a withdrawal limit so you may need to make two separate transactions when withdrawing more than 250. There may be a charge for using cash machines that are not part of the Santander (UK), LINK or Cirrus network. Checking balances and recent transactions Any Santander or Cirrus cash machine will show you: n your account balance (the total amount in your account); and n your available balance (the amount available for you to withdraw). Please be aware that your account balance might include uncleared cheques, which could be returned unpaid. 05
Business Banking Reference Guide Depositing cash (notes only) and cheques Use any branch-based Santander cash machine. Put cash or cheques in the deposit envelope (use separate envelopes for cash and cheques) and enclose a completed deposit slip in each envelope Paying bills Follow the steps below: Select Bill payments Enter the amount that you wish to pay Select either cash or cheque deposit Select the bill you want to pay from the list on the screen For cheques, enter the number of cheques you are depositing (maximum of 75 cheques per envelope) For cash, enter the amount of the cash you re depositing (maximum 75 notes in each envelope) Enter the amount of the deposit Wait for your receipt 06
The online banking service If your new account has online access you will automatically be sent security details (if you have requested a card) which you will need to log on to the Santander online banking service. Use this service to: n Access your account 365 days a year. n Check your balance, and view recent transactions and previous statements. n Set up, amend and cancel standing orders and bill payments and request direct debit cancellations (this may take up to three working days). n Move money between linked Santander business accounts. n Check your security information or check that your personal details are up to date (for security reasons you will never receive e-mails from us asking for personal identity details). How to use online banking Go to santanderbusinessbanking.co.uk Click on online banking log-on Type in your personal ID Type in your passcode and registration number Use the menu on the left of the screen to select a service For security reasons, log off before leaving the site n Receive information about changes to our services. 07
Business Banking Reference Guide Telephone banking Our advisers can provide general advice on the running of your account and can help to resolve any issues that may have arisen regarding your account. Calls may be recorded for training and security purposes. Outside of normal hours, please leave a message and one of our advisers will call you back by 1pm the following working day. Use the service to: n Set up and make bill payments. n Amend standing orders and cancel direct debits. n Move money between linked Santander business accounts. n Check balances. n Arrange CHAPS/Telegraphic Transfer payments. n Request a new card or PIN. Setting up an Overdraft on a Business Bank Account If your business needs short-term finance, we ll be happy to discuss the possibility of an Arranged Overdraft linked to your Business Bank Account. For more details, contact the Business Banking Centre on 0845 607 0666. Your chequebook If your account has a chequebook, this will be sent to you within five working days of your account being opened. Stationery Stationery has been provided to you so that you can operate your account. If you need to re-order stationery you can do this either by post, online, using the forms included in your Welcome Pack, or by calling our Business Banking Centre. Please note that deposit envelopes can take up to two weeks to arrive so order early to avoid running out. n Arrange a call or visit from one of our Relationship Managers. 08
Types of transactions Payment methods vary between business accounts Payment method Business Bank Account Business Direct Saver Business Reward Saver Client Reserve Account Cheque in Cheque out (see note 2) (see note 2) Transfer to another Santander business account Direct Debit Bank draft CHAPS/Telegraphic Transfer Cash in and out via ATM Standing order Bill payment Foreign payments Some of these payment methods may carry a charge. For full details please refer to our Tariff of Charges. Note 2: Available from Business Banking Centre. 09
Business Banking Reference Guide Transfer to another Santander business account Linking your Santander business accounts makes it easier to transfer any surplus funds between your accounts either at a cash machine or by our online banking service, helping you to maximise the return on your organisation s money. To link accounts please contact the Business Banking Centre. Cheques and cash Paying cheques in by post Send your cheques to the Cheque Processing Centre, not the Business Banking Centre, in the pre-paid Prescot Street envelopes provided. Enclose a paying in slip and fill in all the sections. Cheques sent to the wrong place will be forwarded to the Cheque Processing Centre and there may be a delay in the money becoming available for withdrawal. Bear in mind that even if we ve made the funds available, the cheque may not have cleared. It could still be returned unpaid. If this happens, we will debit your account with the amount of the cheque and any interest earned and if you do not have enough money in your account to cover that debit, your account will become overdrawn as a result. The cheque will be returned directly to you. Remember When paying cheques into your Santander accounts, make them payable to your exact business name or its trading name as this helps to prevent fraud. Do not make them payable to Santander. n Write the number of the account you are paying into clearly on the back of the cheque. n Do not make cheques payable to Santander or Santander UK plc or Santander Business Banking unless you are paying fees or charges for services provided to you by Santander. For full details on when funds paid in by cheque become available please refer to the Terms and Conditions for your account. Helping to prevent cheque fraud Having extra information on your cheques helps prevent fraud, particularly if they are going to large organisations, such as HM Revenue & Customs. For example, write the name of the account the cheque should be paid into or a reference number. If you need to stop a cheque, please contact the Business Banking Centre. If it hasn t already been processed, we ll stop payment. 10
Paying cheques out Write your cheque clearly in permanent ink and sign and date it using your normal signature Draw a line through any unused space on the cheque so that unauthorised persons cannot add extra names or digits If you alter any details, initial each alteration If more than one signature is needed, make sure your cheque is signed by all relevant parties 11
Business Banking Reference Guide Standing orders You can instruct us to pay fixed amounts from your account on a regular basis, for example insurance premiums or rent on your business premises. Use the online banking service or request a form from the Business Banking Centre Direct debits You can authorise a third party, for example an electricity supplier, to withdraw money from your account. Please note that we do not offer a direct debit originator service. Obtain a form from the originator (the company requiring payment) Fill out the name and account number of the person/organisation you are paying Complete the form and return it to them, quoting the Santander address printed on your chequebook Fill out the amount you wish to pay, the date of the first payment and frequency of payments The originator will arrange for the direct debits to take effect Fill out the sort code of the destination bank and any additional references Payments will be made automatically on the date you choose, for a fixed period of time or until you cancel them Note: Cancellations can take up to three working days to take effect. If you cancel using online banking, it doesn t take effect until after the next scheduled payment. Note: Keep the guarantee attached to the form. This gives you certain legal protections with regard to the direct debit, including the comfort that the amount to be paid will not change unless you have been notified in writing. To cancel your direct debit, contact the originator and allow three working days for cancellation to take effect. Bill payments Funds will normally reach the beneficiary s bank up to three working days after your account has been debited. For detailed timescales, please contact the Business Banking Centre. 12
CHAPS and Telegraphic Transfers You can request to send money electronically, using CHAPS or Telegraphic Transfers, ideal where quicker payments are required. Telegraphic Transfers can be made in most major currencies, including sterling. If you want to use this service you must first register your account. To do this complete the Operating your account by phone and fax form included in your Welcome Pack and return to the Business Banking Centre. Once set up you can make payments by CHAPS and Telegraphic Transfers by following the following steps: Complete a CHAPS and Telegraphic Transfer form available from the Business Banking Centre Fill out the name, account number and sort code of the person or organisation you wish to pay Fill out the amount you are paying, the address of their bank, and any other reference Note: If your request is received before 11:30am (Monday to Friday), the money will be sent on the same day, anything received after 11.30am will not be processed until the following working day. Bank drafts You can request a bank draft either by writing to us at the Business Banking Centre or by fax. You can also request a bank draft by telephone but this can only be for bank drafts up to 3,000. You will need to tell us the name of the person or organisation you wish to pay. If we receive your request before 1pm (Monday to Friday), the draft will be posted to your business address on the same day. We charge an administration fee for the banker s draft service. Fax facilities For non-cheque and non-cash payment methods, we can take instructions by fax. We will need to be sure that we are acting on the instructions of authorised people, so there is a simple form that you will need to complete. Please contact the Business Banking Centre for more information. Send your instructions for CHAPS or Telegraphic Transfers by post, fax or telephone 13
Business Banking Reference Guide Visa debit card Using your Visa debit card for payments Your Visa debit card is a secure, convenient, alternative to cash when paying for goods and services. Use it wherever you see the Visa sign. To guard against fraud, most outlets will ask you to enter your PIN to authorise a payment. You can also use your card to make purchases online, by phone or post. Simply quote your card number, name, address, card expires date and security reference number. The amount will then be debited from your account. For phone, post and online payments, do NOT give your PIN. Using your Visa debit card to obtain cash in the UK As long as you have sufficient funds in your account, you can withdraw up to 500 per day through any Santander (UK) or LINK cash machine. You ll need your PIN to authorise transactions. Please see the Key Features, Interest Rates and Tariff of Charges leaflet for more information. Using your Visa debit card abroad You can pay with your card at over 29 million Visa outlets worldwide wherever you see the Visa sign. In some countries you may be asked to sign instead of entering your PIN. You can also obtain local currency from Visa or PLUS cash machines. You may be charged for this please check the Key Features, Interest Rates and Tariff of Charges leaflet for more information. Using your PIN If you enter your PIN incorrectly three times whilst paying for goods or services, it will be locked. To unlock your PIN, retrieve your card and go to a cash machine offering PIN services and enter your card. Select the PIN services option and follow the instructions on screen to unlock your PIN. If you enter your PIN incorrectly three times at a cash machine, your PIN will be locked. You should keep your card and call 0845 607 0606 to request a new PIN. 14
Your online security with Santander Secure Santander Secure, provided in association with Verified by Visa, protects your card against unauthorised use when you shop online at participating retailers. It s free, easy-to-use and adds another level of security to every purchase you make at participating online stores just look out for the Verified by Visa logo. Additional cardholders As a business customer you can request additional Visa debit cardholders on your account providing even more convenience in the day-to-day running of your business. Please contact us for more information. You can sign up quickly and easily while you re shopping online you will be prompted on the site or simply go to www.santanderbusinessbanking.co.uk and click on Security and Privacy to sign up now and see a list of participating online stores. 15
Business Banking Reference Guide International transactions Foreign payments Telegraphic Transfers Please refer to CHAPS and Telegraphic Transfers section on page 13. Currency drafts For non-urgent payments, a currency draft operates like a cheque and is drawn on an overseas bank in the local currency. You can order a draft from the Business Banking Centre it will usually take two working days to arrive by post. You then forward it to the person or company you want to pay. Receiving money directly from an overseas bank Give your customer your International Bank Account Number (IBAN). If your customer is located in a country that currently does not use IBAN numbers, you will need to give them your account number and sort code and any relevant reference number. Your customer then instructs their bank to make a payment directly. Once we ve received the money, we credit it straight to your account. Paying in foreign cheques Ensure that your cheque is accompanied by a Foreign Cheque Acceptance form (available on request from the Business Banking Centre). To deposit the cheque you will need to send it to the Business Banking Centre. We credit foreign cheques to your account in two ways: Negotiation Cheques less than 250 (or the sterling equivalent), are credited to your account without confirmation that the cheque has been paid by the bank from where it is drawn. However, if the cheque is returned unpaid we will debit your account at the prevailing exchange rate, so the amount debited may be more than the original credit. This usually takes six working days. This service is dependent upon circumstances. Funds retrieval We send the cheque to the bank of origin. We wait for the arrival of the funds before crediting your account. This process usually takes between four and eight weeks, depending on the country of origin. Please see our separate Tariff of Charges for details of our foreign payments tariff together with other non-standard charges. 16
Further information Your statements Your statements will show your account balance together with all the transactions that have occurred since your last statement. We recommend that you check your statements and tell us immediately if something is wrong so that we can sort it out. To change the date on which you receive your statements, or to alter the statement frequency, please call the Business Banking Centre. Don t forget that you can view statements regularly by using our online banking service. Earning interest on your Business Bank Account Interest on your credit balance is calculated daily and paid monthly, usually on the same day of the month on which you opened your account. Earning interest on your Business savings account(s) Interest will be calculated daily and paid either monthly or annually, depending on your preference indicated when you opened the account. Where interest is paid monthly, your account is usually credited on the same day of the month on which you opened your account. Annual interest is usually paid on the anniversary of account opening unless your account is a fixed rate fixed term savings account where interest is usually paid at the point of maturity. Income tax Interest will be paid after deducting income tax at the prescribed rate. If you are eligible to receive interest without the deduction of tax, and you have completed the relevant information on your application form, we will pay your interest gross. General security guidelines It is important that you take reasonable steps to keep your account(s) secure. In particular: n Do not allow anyone other than authorised cardholders to use your card. n Never tell anyone your PIN, password or other Personal Security Details. n Never write your PIN on your card or on anything kept near or with it. n Never give your full telephone banking password or full user ID to anyone inside Santander (you should only ever be asked for individual numbers or letters from your password). n Take care to store financial information that you need to keep, in a safe and secure place. 17
Business Banking Reference Guide n We will never ask you to disclose your PIN. n Always treat e-mails appearing to be from us with caution. The APACS website, www.cardwatch.org.uk, provides a useful guide on what to do if you suspect card fraud. Financial difficulties We will work with you to try and overcome any business difficulties. Please let us know as soon as you think things are going wrong and before we have cause to be concerned. For example: n If your account(s) is/are overdrawn without agreement. n If an Arranged Overdraft limit is exceeded, particularly if this happens more than once. n If there are any large decreases in turnover. n If the business trades at a loss. n If a key customer or employee is lost. n If an overdraft or loan is used for a purpose other than the one agreed with us. n If agreed payments are missed. n If the conditions of an overdraft or other lending are not met. n If information is not provided as agreed. n If a large part of the business is sold. n If a creditor brings a winding up petition or other legal action against the business. Post facilities Please send any general correspondence to Santander Business Banking, Business Banking Centre, 301 St Vincent Street, Glasgow G2 5NT.We recommend sending important documents by registered or recorded delivery services. Complaints and feedback At Santander, we try to offer a great service all the time. However, we realise that sometimes things go wrong. We welcome you telling us when this happens as this gives us an opportunity to put things right and improve the way we work. We also like to hear when we do things well. If you would like a copy of our formal Customer Complaints Procedure, call the Business Banking Centre on 0845 607 0666. Note: This document is not a legal document and is provided to you for information only. Full details of terms and conditions relating to Santander s business accounts are available on request. 18
Contact us Call us on 0845 607 0666 15pt Section heading 8am to 6pm Monday to Friday on two 8am to lines 1pm Saturday only If your card is lost or stolen, call our 24-hour emergency helpline, accessed via 0845 607 0666, option 3 Visit santanderbusinessbanking.co.uk This item was produced using Santander s copywriting guidelines, Plain English Campaign Crystal Mark Number 17260. Santander is able to provide literature in alternative formats. The formats available are: large print, Braille, audio tape and PC disk. If you would like to register to receive correspondence in an alternative format please give us a call and ask for a Preferred Communication Request form. Santander UK plc. Registered Office: 2 Triton Square, Regent s Place, London NW1 3AN, United Kingdom. Registered Number 2294747. Registered in England. www.santander.co.uk Telephone 0870 607 6000. Calls may be recorded or monitored. Authorised and regulated by the Financial Services Authority except in respect of its consumer credit products for which Santander UK plc is licensed and regulated by the Office of Fair Trading. FSA registration number 106054. Santander and the flame logo are registered trademarks. Santander UK plc advises on mortgages, a limited range of life assurance, pension and collective investment scheme products and acts as an insurance intermediary for general insurance. This item can be recycled. ANB9 0021 APR 10 T