Ultimate Reward Current Account Guide

Getting started
how else can we help? SOME IMPORTANT

Your account
guide • As long as you pay your monthly fee of £15, you’ll continue to enjoy the benefits that come with your account.
If you close or change your account, the benefits and your cover will end.
INFORMATION Get £5 each month

• We’ll give you a £5 reward payment each calendar month you pay in £1,000.
Visit us Plus a £300 fee-free overdraft

• With this account, the first £300 of any planned overdraft is completely fee free.
Drop into any of our branches or visit www.halifax.co.uk/ultimatereward • Whether you can have an overdraft, and the amount, will depend upon your personal circumstances at the time
It’s important to know you apply. You need to be aware that you may not get a £300 fee-free overdraft. Any overdraft we agree is subject
to status and is repayable on demand.
We’re just a call away • We are regulated by the Financial Services Authority except for lending, for which we’re licensed by the Office of Fair
Trading. The Financial Services Authority is there to protect customers’ interests. We are listed in the FSA’s register with
• For overdrafts over £300, we’ll simply charge a daily fee for every day that you use it.
register number 169628. Your bank account and all its insurance-related benefits (apart from AA Breakdown Cover) are
If you… then we’ll charge you…
For details of the important numbers you may need to contact us on please covered by the Financial Services Compensation Scheme.
use a planned overdraft up to £300 £0
see PAGE 90 Calls may be monitored and recorded. • We also subscribe to The Lending Code. Details can be obtained from www.lendingstandardsboard.org.uk
use a planned overdraft of over £300 and up to and including £2,500 £1 a day
• We’re not providing advice or recommending that these insurance policies are suitable for you. You should review your
present cover against these policies to ensure you have the cover you need. There is no fee for this service. use a planned overdraft of over £2,500 £2 a day
Do you need extra help? • The insurance products outlined in this booklet are underwritten by Acromas Insurance Company Limited (Accident
Management), Inter Partner Assistance (home emergency cover), Great Lakes Reinsurance (UK) PLC (worldwide travel
use an unplanned overdraft £5 a day
insurance), London General Insurance Company Limited (mobile phone insurance) and Allianz Insurance plc (card • The monthly fee and all fees quoted are correct at the time of print (October 2011) and are subject to change.
We want to help our customers in any way we can. If you have a protection).
hearing or speech impairment you can use Text Relay (previously • You should review any similar insurance products you have, including any held with us, to make sure you are not paying for
the same cover twice. There is a summary table on page 88 and 89 which shows the key differences in the cover provided Representative example
Typetalk) or Textphone on 08457 32 34 36 (lines are open seven days by us.
• If you open a joint account with another person, either of you can withdraw all or part of the balance, write cheques,
If you use a planned overdraft of £1,200, then we’ll charge you £1 a day when you
use it.
a week 9am-5pm). We can provide brochures and other documents in apply for an overdraft or close the account without the other person’s permission. Both people are responsible for any
debts – such as the overdraft – and fees and charges on the account. This means we can choose to claim the money from
large print, Braille, CD and audio tape. Please ask a member of staff if either person. If you decide you no longer want the joint account or want to take one person off the account, you can
request this in branch. An important note...
you’d like individual pieces of literature in any other formats or would • I f you move to live outside the UK, Channel Islands or the Isle of Man, your insurance benefits are invalid. • The £5 reward payment is ‘net’ of income tax, which means we pay it after taking off income tax at the rate set
by law (currently 20%). If you are a higher rate tax payer, you may have to pay extra income tax on the reward
like to know more. payment. The gross monthly amount is £6.25. Tax amounts may change in the future.
Important information about compensation arrangements

Not happy?
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 You have 14 days starting from the day after your agreement is concluded to give us written notice that you
Name: covered by the scheme. In respect of deposits, an eligible depositor is entitled to claim up to £85,000. For joint accounts wish to cancel. Notice should be given in writing to Halifax, Trinity Road, Halifax, West Yorkshire HX1 2RG.
each account holder is treated as having a claim in respect of their share so, for a joint account held by two eligible We hope your insurance benefits provide many years of hassle-free peace of mind. But sometimes things can
depositors, the maximum amount that could be claimed would be £85,000 each (making a total of £170,000). The £85,000 go wrong. If you have a problem or complaint about your insurance benefits, please tell us – so we can help
Account number: Sort code: limit relates to the combined amount in all the eligible depositor’s accounts with the bank including their share of any joint sort things out as soon as possible. Please write to the Data Processing Manager at PO Box 588, Walton-on-
account, and not to each separate account. Thames KT12 9EL, or contact us by calling 08451 24 14 00.
For further information about the scheme (including the amounts covered and eligibility to claim) please ask at your local How to complain
Contact us: branch, refer to the FSCS website www.FSCS.org.uk or call 020 7741 4100 or 0800 678 1100. Deposits with us are held with
Bank of Scotland plc. Accounts with Bank of Scotland plc include accounts with its divisions and trading names: Halifax, Our promise is to do our best to resolve any problem you have immediately. Where we can’t, we’ll
Insurance benefits/claims: 08451 24 14 00 Intelligent Finance (IF), Birmingham Midshires (BM Savings), Bank of Scotland, Bank of Scotland Private Banking, Bank of ensure you know who is dealing with your complaint. To complain:
Visit a branch and speak to any member of the team.
From overseas: +44 (0)1495 28 12 97 Scotland Germany, Bank of Scotland The Netherlands, Bank of Scotland Treasury, Lloyds Bank Corporate Markets, Lloyds
Call our Telephone Banking Service on 08457 25 35 19. (Textphone 08457 32 34 36, if you have a
TSB Corporate Markets, St James’s Place Bank and St James’s Place Private Bank. Some savings accounts under the AA Savings,
AA Breakdown Assistance: 08000 51 22 48 Saga and Charities Aid Foundation brand names are also deposits with Bank of Scotland plc. An eligible depositor’s £85,000 hearing impairment).
Telephone banking: 08457 20 30 40 limit relates to the combined amount in accounts under all of these names. Write to us at Halifax, PO Box 548, Leeds LS1 1WL.
From overseas: +44 (0)1133 242 2229 If you are unsure whether your account is held with Bank of Scotland plc, please check your account literature. If you’re still not happy and we can’t put things right to your satisfaction, you can ask the Financial
Ombudsman Service to look at your complaint – provided you have tried to resolve the matter directly with
Order travel money: 08453 01 04 24 us first. We hope you won’t need to contact the Financial Ombudsman Service but if you do, we’ll tell you
how to do this.
Our bank accounts
WELCOME
At Halifax, we know that people’s personal circumstances change, which is why we offer a range of bank accounts to suit all
kinds of needs. So if at any stage you’d like to review your options, just let us know. Visit any branch, call 08457 20 30 40 or
go to www.halifax.co.uk to find out more.
Clarity approved by
independent experts at
Plain Language Commission
Applies only to pages 3-13 and this page
Halifax is a division of Bank of Scotland plc. Registered in Scotland No. SC327000. Registered Office: The Mound, Edinburgh EH1 1YZ. the people who give you extra 1
1/3360041-1 (10/11)
Getting started
Your account


see PAGE 90 Calls may be monitored and recorded. •W
e also subscribe to The Lending Code. Details can be obtained from www.lendingstandardsboard.org.uk
•W
e’re not providing advice or recommending that these insurance policies are suitable for you. You should review your
Do you need extra help? •T

he insurance products outlined in this booklet are underwritten by Acromas Insurance Company Limited (Accident
hearing or speech impairment you can use Text Relay (previously •Y

ou should review any similar insurance products you have, including any held with us, to make sure you are not paying for
use it.

Not happy?
how to do this.
Our bank accounts
WELCOME
Clarity approved by
1/3360041-1 (10/11)
Getting started
Your account


see PAGE 90 Calls may be monitored and recorded. •W
e also subscribe to The Lending Code. Details can be obtained from www.lendingstandardsboard.org.uk
•W
e’re not providing advice or recommending that these insurance policies are suitable for you. You should review your
Do you need extra help? •T

he insurance products outlined in this booklet are underwritten by Acromas Insurance Company Limited (Accident
hearing or speech impairment you can use Text Relay (previously •Y

ou should review any similar insurance products you have, including any held with us, to make sure you are not paying for
use it.

Not happy?
how to do this.
Our bank accounts
WELCOME
Clarity approved by
1/3360041-1 (10/11)
Worldwide family multi-trip travel insurance
your benefits If you answer yes to any of the following questions, you need to let us know
KEY CONTACTS CARD
at a glance as this affects your travel insurance policy and you may not be covered.
To see if your cover can be extended for a pre-existing condition please call All the contacts you may need
08451 24 14 00 or log onto www.halifax.co.uk/ultimate-benefits and click onto
We use a range of third party providers for the benefits. As with all insurances How to make a claim – Your account benefits are there to help and protect medical screening. We have provided you with this pocket sized card to help you stay in touch with us
some exclusions and excesses apply. you both at home and abroad. So if you need to make a claim, you’ll find details regarding any of the services included with the Ultimate Reward Current Account.
about how to do this on the individual benefits pages that follow. Have you or your family (those covered by the policy) Yes No Simply pop out the card below and keep it with you should you need to contact us.
during the last year:
Key benefits Main exclusions Action
needed • Stayed in hospital, had surgery or seen a specialist or consultant?
Travel • Family cover •C over ceases on your 71st birthday (65th for winter sports cover) Yes • Had, or are waiting for, any medical or blood tests?
insurance • Worldwide travel • P re-existing medical conditions must be declared
• Been prescribed medication for the treatment of a blood-pressure problem or
• Multi-trip •T he maximum trip duration is 31 days diabetes or both?
• Covers winter sports and golf trips •C hildren need to be under 16 (or under 23 and in full-time education)
• Includes personal belongings, medical emergency and repatriation, legal •C hildren are not covered for independent travel Have you or your family (those covered by the policy) ever:
advice and expenses, personal accident and personal liability. •W inter sports; maximum 24 days’ cover in any 12-month period
• Had a stroke, heart attack or a heart-related condition, including angina?
•N ot valid for trips in the UK except for trips with pre-booked accommodation
for a minimum of three days. • Been diagnosed with, or treated for, any malignant condition or any type of
cancer?
Car • Roadside assistance • S ervice is only available within the UK, Channel Islands and Isle of Man No
breakdown • Home Start •M aximum of five call-outs per 12-month period (seven for a joint account) and • Been treated for a breathing condition?
not covered for same or similar causes of breakdown to that which the AA
cover • Customer covered, not the car
attended within the previous 28 days • Been aware of any condition that could reasonably be expected to affect your or
• Accident management.
•D oes not provide for any vehicle following an accident. their health during the insurance period?
Mobile • One phone per account holder, maximum of two for joint accounts • Covers your phone for up to £2,000 against theft or loss anywhere in the world Yes If we extend the cover under your policy to include any pre-existing medical
phone • Repair or replacement phone up to a maximum original cost or value of •A ny theft, loss or damage to your phone: conditions, we may charge an additional premium.
£2,000
insurance - while it is in an unattended motor vehicle, unless it is completely hidden from
• Covers loss, theft, accidental damage, breakdown, water damage view within a locked glove compartment, locked boot or other locked internal
compartment and the vehicle is fully locked and secured
- where it has been left unattended in a public place or a place to which the
public has regular access
- where it has been passed to someone else
• I f phone is lost or stolen, you must notify the police and your airtime provider
within 24 hours of discovering the incident
•Y ou must register your claim within 48 hours of discovering the incident
•A maximum of two claims per 12-month period.
Home • Helps to make your home safe or secure •A

ny claim if your home is unoccupied for over 60 days No
emergency • Avoids damage or more damage to your home •A
ny loss where you did not contact us to arrange repairs
cover • Restores utilities to your home if they have failed. •A
ny fault that you or any member of your family knew or should have known
about when you took out your Ultimate Reward Current Account.
Card • Covers all financial cards – one call and we can cancel everything •A
cardholder using a card not in accordance with the card issuer’s terms Yes
and conditions
protection • If your bag, wallet, or purse is lost or stolen with your cards in it, you will be
able to claim towards replacing them. •A
loss or theft that you do not report to us within 24 hours of discovery.
2
KEY CONTACTS CARD
cancer?
£2,000

and conditions
2
KEY CONTACTS CARD
cancer?
£2,000

and conditions
2
getting started
Want to get the most out of your account?
Just follow these simple steps…
1 Phone us now on 08451 24 14 00. During the call we’ll register your
debit cards, credit cards and mobile phone and check the exclusions
on worldwide family multi-trip travel insurance with you. Or go online
to www.halifax.co.uk/ultimate-benefits
For your worldwide For your mobile For your card

family multi-trip phone insurance, protection, please
travel insurance let us know the have with you all the
If you’ve any make and model cards you want to
pre-existing medical of your phone, the register – along with
conditions, you need IMEI number and your passport and
to let us know call your account number driving licence.
the number above and sort code.
See PAGE 24
or click www.halifax.
See PAGE 20 for more detail.
co.uk/ultimate-
for more detail.
benefits and click
onto medical
screening.
See PAGE 15
for more detail.
2 Switch your regular payments to us, including direct debits and

standing orders. If you’d like us to help, just call our Switching Team
GETTING STARTED
on 08456 02 52 93. They’re available Monday to Friday 8am-8pm and

Saturday 8am-4pm.
For more on switching – PAGE 11
3 Register for online banking. It’s quick, easy and secure.

Make sure you have your account number and sort
code to hand and go to www.halifax.co.uk/register
For more on online banking – PAGE 9
3
Your new account
comes stacked
with benefits…
Your money’s really important, so
why settle for second best? The Halifax
Ultimate Reward Current Account is our
top-of-the-range current account that
brings you great value with benefits.
Your account comes fully equipped
with a great range of benefits like
travel insurance, AA Breakdown
Cover, mobile phone insurance, home
emergency cover and card protection.
To find out more see PAGE 2
Up to £300 fee-free
overdraft
Enjoy a fee-free planned overdraft
of up to £300 with this account.
Overdrafts are subject to status, so
you need to be aware you may not
get the full £300.
Get a £5 reward every month

With your account you’ll receive a
£5 reward each calendar month you pay
in £1,000 or more. That’s whether you’re
in credit or overdrawn.
Halifax Rewards
Exclusive offers for our current account
customers. To find out more see PAGE 13
4
See page
contents
Your benefits at a glance 2
Getting started 3
Our easy-to-understand overdrafts 6
Your Halifax Visa debit card 7
Paying money in and taking it out 8
Managing your account 9
Mobile Alerting service 10
Switch your account 11
Commision-free travel money 12
International payments 12
Halifax Rewards 13
Introduction to your benefits 14
Bank account terms and conditions 28
Our contact details 90
A helping hand...
Look out for highlighted page numbers, which
will help direct you to all the important terms
and conditions of your account
PAGE 25 – Example
Important numbers...
Welcome
A card containing all your important

emergency contact numbers is on the
inside back cover of this booklet.
5
Our easy-to-understand
overdrafts
Overdrafts are handy things – especially when unexpected expenses crop up or if
everyday expenses leave you a little short just before payday.
Our overdrafts are easy to understand and manage. We charge a fixed daily fee when
you use it – so you can see exactly what you’re paying. No tricky percentages to
work out.
We don’t charge any extra fees if you go overdrawn either – just the daily fee.
And we won’t even charge you that, if your bring your account back into credit before
the end of the day.
It’s always handy to have an overdraft in reserve and if you don’t use it, it won’t cost
you a penny.
Here’s how it all works…

Use a planned overdraft up to and including £300 £0
Use a planned overdraft up to and including £2,500 £1 a day
Use a planned overdraft of over £2,500 £2 a day
Use an unplanned overdraft £5 a day
Representative example
So if you use a planned overdraft of £1,200, then we’ll charge you £1 a day
when you use it.
Whether you can have an overdraft and the amount available will depend upon your
personal circumstances at the time you apply for one. Any overdraft we agree is
offered subject to status and repayable on demand. You need to be aware you may
not get the full £300.
6
Your Halifax
Visa debit card
The quick, safe way to pay Important point to note...
We’ll send you a Visa debit card that Remember – If you use your debit
you can use to: card to withdraw cash or pay for
goods and services in a currency other
• Pay for just about anything – here than sterling, the exchange rate we use
and abroad. Just look out for the will be the Visa Reference Exchange
Visa sign Rate. We will charge a foreign
exchange fee of 2.75% of the amount
• Take out up to £300 cash (or
of the transaction and a £1.50 fee for
equivalent currency) per account
each payment or withdrawal.
holder from cash machines around
the world. To ensure you can use
your card while you’re abroad, Cash machines
register it with us before you travel
by calling us on 08457 20 30 40
A lot more than just cash
Use Halifax and Bank of Scotland
• Buy things over the phone and cash machines to:
online. Your card is covered by
Halifax Secure for web purchases – • P ay in cheques
visit www.halifax.co.uk/secure
for more information. •T
op up pay-as-you-go mobiles
You can even get cashback from some •C

hange your PIN.
shops and supermarkets when you use
Your Account explained

And of course you can use cash
your Visa debit card. And don’t forget machines to withdraw cash. It’s free
to keep your PIN safe at all times. from most machines with a LINK
logo, but you might have to pay
with other cash machines, including
overseas ones.
7
Paying in money
and taking it out
Paying money in
You can pay in cash at any of our branches over the counter or at an Immediate
Deposit Machine (IDM) if they have one. You can even pay foreign currency or cheques
into your account. Just ask in branch and we’ll talk you through it – including any fees.
Taking money out

As long as your account allows, you can take out up to £300 a day from a cash machine
and £2,500 over the counter in any branch. If you need more than that, please let us
know beforehand.
Type of Where paid in When you can

payment withdraw funds
Cash In branch or using an Immediate Deposit Machine before Same day
5pm, or using an Express Pay-In before 4pm
In branch or using an Immediate Deposit Machine after 5pm, Next working day
or using an Express Pay-In after 4pm
In branch or using an Immediate Deposit Machine or Express Same day

Pay-In on a non-working day
Via a cash machine Next working day
Cheques In branch or using an Immediate Deposit Machine before 4 working days after
5pm*, or using an Express Pay-In before 4pm the day of deposit
In branch or using an Immediate Deposit Machine after 5pm*, 5 working days after
or using an Express Pay-In after 4pm or on a non-working day the day of deposit
Via a cash machine 5 working days after

the day of deposit
*2pm if using an Immediate Deposit Machine in Northern Ireland.

If the cheque is returned to us without being paid we may take the amount of the
cheque out of your account, unless more than 6 working days have passed since the day
you paid the cheque in. After 6 working days have passed, we cannot take the amount
of the cheque out of your account unless you have been a knowing party to fraud.
Faster payments
It’s possible to make faster payments electronically, and these normally just take two
hours instead of several days. It’s a free service but you’ll just need to check that the
8
bank or building society you’re paying money into accepts this type of payment.
Managing
your account
24/7 online banking – 24/7 telephone banking –
www.halifax.co.uk/online 08457 20 30 40
With round-the-clock access to Our automated telephone banking
your accounts, online banking gives service is available round the clock and
you ultimate freedom: offers a wide range of services.
To use it, you’ll first need to set
• Check your balance on all up your security details by calling
Halifax accounts. 08457 20 30 40. After that, you’re
ready to access any of these
• Move money between accounts.
great services:
• Pay bills, view and delete
• Check your account balance.
direct debits and set up new
standing orders. • Listen to details of recent
transactions.
Safe and secure • Pay bills and transfer money using
You’re covered by our online voice-recognition technology – it’s
fraud guarantee, which means just like talking to a real person.
we’ll pay back any money you lose
in the unlikely event that you’re • Transfer money to other accounts.
a victim of fraud.
• Set up or change standing orders

Check out and cancel direct debits.
www.halifax.co.uk/online
You can even ask for a new PIN
and get information on other Halifax
products and services. But of course,
if you’d prefer to speak to a real
person, our advisers are always
on hand to help.
9
Setting up your Mobile
Alerting service
Our Mobile Alerting service helps you And so you’re always on top of your
keep track of your cash when you’re account, we can send you a weekly
on the move. Once it’s set up we’ll update text with your balance and
send you texts… last six transactions.
• When you’re within £50 of your We won’t charge you a penny for our
planned overdraft limit Mobile Alerting service – but remember,
your network service provider might
• To let you know if you go into charge you to receive texts while abroad.
an unplanned overdraft (one you
haven’t agreed with us in advance)
It’s easy to register
• To remind you each day you stay • Go online at www.halifax.co.uk
in an unplanned overdraft.
• Call us on 08457 20 30 40
You can also set high and low balance
alerts to keep track of what’s in your • Pop into any of our branches.
account. And we can even send you
alerts to let you know when your card
is being used abroad, to help you spot
transactions that may be fraudulent.
10
switch your account
Switch your account Fee-free overdraft for the
the easy way – call first three months
08456 02 52 93 While your switch is taking place we
If you have a current account with offer a fee-free planned overdraft,
another bank, the idea of moving it subject to status for the first three
might seem daunting. But rest assured, months to help you cover payments
our dedicated Switching Team will that need to be made.
take care of things for you. So, if you We’ll tell you when your fee-free
haven’t already made the move, switch overdraft will start and end. After your
to us now. fee-free period our daily overdraft
fees will apply. We’ve kept these
Just sign two forms simple, so you’ll always know exactly
Our dedicated Switching Team will how much an overdraft costs you. For
arrange the transfer of your regular more information on our daily fees
payments like your salary, pension or see PAGE 47
tax credits to your new Halifax current Our Switching Team will aim to
account including your direct debits complete your switch within
and standing orders. We’ll do this one month. We’ll keep in touch
by contacting your existing bank and throughout the process. And you
any companies that make payments can contact the team if you have
to you. any questions along the way. Just call
All you need to do is to sign two 08456 02 52 93.
forms and the team will do the rest.

For more details about switching to
us, ask in branch or call 08456 02 52
93. Lines are open Monday to Friday
8am-8pm and Saturday 8am-4pm.
11
International
payments
We can help send money anywhere in the world – quickly, safely and for a small fee.
Give us the payment details and we’ll put the money where it’s meant to be, and we
can also save the details for next time. For more about international payments, just call
us or sign in to your online banking. If you’re not registered for online banking, you can
register at www.halifax.co.uk/register
TRAVEL MONEY
A preferential exchange rate and free home delivery helps
you splash out that bit more
Wouldn’t it be great to have more cash to spend when you go away? That’s why we don’t
charge commission on foreign currency or American Express traveller’s cheques. What’s
more – because you have an Ultimate Reward Current Account, we can offer you a
preferential exchange rate too. Just call the number below.
And you won’t have to pick up your money as we also offer a home delivery service free
of charge when you order your travel money using the number below.
Plus if you’ve got any cash left over when you return, we’ll change it back to sterling
commission-free.
Who to call
It’s easy to order currency and traveller’s cheques – phone: 08453 01 04 24.
Things to note…
If you order by phone, lines are open Monday to Friday 8am-10pm and Saturdays
and Sundays 10am-8pm. Your order must be at least £50 and you can only pay by
debit card or credit card. Cash advance fees and card handling fees may apply to
debit/credit cards – please refer to the terms and conditions of your debit/credit
card provider. Please note that there’s no charge for using a Halifax or Bank of
Scotland debit card.
12
halifax
rewards
Shouldn’t you be rewarded One more thing…
for banking with us? Halifax Rewards is available to Halifax
That’s what Halifax Rewards is all personal banking customers who
about – exclusive offers for our take out a Halifax qualifying product.
current account customers, giving Current accounts are available subject
you even better deals on savings, to status to customers aged 18 or over
mortgages and more. It’s our way of who are resident in the UK.
saying ‘thank you’ for banking with us.
A simple way to help you make more To find out more, pick up a
of your money. leaflet in branch today or visit
www.halifax.co.uk/rewards
To qualify for Halifax Rewards
you’ll need to pay £1,000 or
more each calendar month into a
Halifax current account or have a
Halifax Ultimate Reward Current
Account. Of course, if you don’t
already bank with Halifax, our
Switching Team will move your
current account for you.
Your home may be repossessed if you do not keep up repayments

on your mortgage
13
INTRODUCTION TO
YOUR BENEFITS
Read on to find all you need to know about the exceptional range of benefits and exclusive offers that are
now available to you.
Protection for you and your family Page
Worldwide multi-trip family travel insurance 15
AA Breakdown Cover 18
Mobile phone insurance 20
Home emergency cover 22
Card protection 24
Identity theft assistance 26
Preferential deals
Preferential rates of exchange on travel money 12
Halifax Rewards 13
14
Worldwide multi-trip
FAMILY TRAVEL
INSURANCE
The best trips are often full of surprises – but
you want to be sure you’re insured against the
less welcome ones, such as lost luggage and
illness. Wherever you go and whatever you do,
as an Ultimate Reward Current Account holder,
you’re covered by our worldwide multi-trip
family travel insurance policy. And not just
you, but also your family and children under 16
(or under 23 if in full-time education).
You’ll benefit from comprehensive cover,
including personal belongings, winter
sports and golf cover as standard. So all
you have to think about is how to enjoy
your well-earned break.
Take this Getting Started Guide with you
when you travel as it contains all the
information you need.
This summary outlines cover available under
our travel insurance, which is administered
by FirstAssist Insurance Services Limited and
underwritten by Great Lakes Reinsurance
(UK) PLC. For further details of exclusions
and conditions please refer to the full Terms
and Conditions on PAGE 52
Account benefits
15
Excess
Limit
Section Cover description per
of cover
person
• Cancellation of pre-booked travel and

Cancellation/ accommodation expenses
£5,000 £50
cutting short • Value of the portion of the travel arrangements
your trip £5,000 £50
that have not been used because you return
home earlier than planned
For snowboarding, skiing and snow or ice

activities (see policy wording for details of
cover and exclusions):
Winter sports £500 £50
• Ski equipment, ski hire, ski pack, piste closure
• Up to a total of 24 days during any
12-month period
See policy
• Golf equipment wording for
Golf cover £50
• Green fees full benefit
details
• Cover for accidental loss, theft or damage to

Personal £1,500 £50
personal baggage
belongings £500 £50
• Loss or theft of your personal money
Medical • In the event of an accident or illness during

£10,000,000 £50
emergency and the trip
repatriation £500 £50
• Dental treatment for the relief of pain
• Legal expenses for compensation or damages

Legal advice and
for your personal injury or death caused by £25,000 £250
expenses
negligence of a third party
• Death by accident
£10,000 Nil
• Permanent loss of one or more limbs or total
Personal accident £25,000 Nil
and permanent loss of sight in one or both eyes
£25,000 Nil
• Permanent total disablement
• Defence costs in relation to an incident

Personal liability £2,000,000 £50
you cause
16
Key exclusions applying to the policy General information
• Maximum trip duration is 31 days for You can complain about Worldwide Travel
each trip. Insurance by calling us on 08450 71 90 69 or
• Cover ceases on your 71st birthday (65th by writing to The Customer Relations Office,
for winter sports cover). FirstAssist Insurance Services Limited, 1 Drake
Circus, Plymouth, PL1 1QH. If a complaint is
• Travel insurance is not valid for trips in not settled, you may be able to refer it to
the UK except for trips with pre-booked the Financial Ombudsman Service who will
accommodation for a minimum of undertake an independent and impartial review
three days. of your complaint. The address is Financial
• Any pre-existing medical condition that Ombudsman Service, South Quay Plaza,
has not been accepted by our Customer 183 Marsh Wall, London E14 9SR. Telephone
Services Team before you start your 08450 80 18 00.
trip. Please see the ‘Words with special You may be entitled to compensation from
meanings’ section of the policy wording the Financial Services Compensation Scheme
for ‘Pre-existing medical conditions’. should Great Lakes Reinsurance (UK) PLC be
• Any claim arising from circumstances or unable to meet its liabilities. For further details
an event you could reasonably foresee please contact the FSCS on 020 7892 7300
or knew about when you bought this or by writing to 7th Floor, Lloyds Chambers,
insurance or booked the trip, and that Portsoken Street, London, E1 8BN or emailing
you knew could lead to your trip being enquiries@fscs.org.uk.
cancelled or curtailed e.g. a serious medical Worldwide Travel Insurance is a monthly
condition of a relative, colleague or contract. This policy is provided as a benefit of
travelling companion. you being an Ultimate Reward Current Account
• Children and infants aren’t covered for holder. The cost is included in your standard
independent travel under this policy. monthly fee. We recommend that you review
• Any insured person aged under 16 or the cover this policy provides every year to
over 64 will not receive the full Personal ensure it continues to meet your needs.
Accident benefit. Please see the Personal If you or Halifax close your account,
Accident section of the policy booklet. or Halifax terminates the cover provided
• Any insured person aged under 16 will not through the programme, cover will stop
receive the full Personal Money (cash) immediately unless you’re moving from one
benefit. Please see the Personal Money qualifying account to another.
section of the Terms and Conditions.
For further details of exclusions and conditions
please refer to the full terms and conditions How to make a claim
on PAGE 52 Before you go away, save our contact
number (08451 24 14 00) in your mobile
phone in case you need to make a claim.
Do you already have If you’re going abroad you’ll need to call
travel insurance? +44 1495 28 12 97.
Account benefits
When your current travel insurance
policy is due for renewal, it might be
worth comparing its cover with what your
Ultimate Reward Current Account offers.
Call us on 08451 24 14 00 to find out more.
17
AA BREAKDOWN COVER
If your car breaks down – or even if you’re the passenger in someone else’s car when it breaks down – you
can trust the AA to help out, 24/7. As long as your Ultimate Reward Current Account is open and you’re
paying the monthly fee, you’ll have AA Breakdown Cover. And if you have a joint account both of you
are covered.
• The AA Breakdown Cover policy covers you in the event of the vehicle’s mechanical breakdown at
home or on the road.
• Under AA Breakdown Cover, assistance will be provided to try to repair the vehicle at the roadside or,
if this is not possible, a tow to a local garage for you, your vehicle and up to 7 passengers.
Upgrade now for extra AA cover

You automatically have AA Roadside and Home Start with your account, and you can also upgrade
your cover.
Information on all the current upgrade prices is included in the following table (please note prices are
subject to change).
Relay: for sole account holders £56.07
for joint account holders £57.64
Stay Mobile: for sole account holders £42.96
for joint account holders £44.01
Breakdown Repair Cover: from £76.05 per eligible vehicle
European Breakdown Cover: price on application
Please note: Customers with a sole account are not able to purchase a joint AA upgrade. Cover applies to
those parties named on the current account.
Please call the AA on 0800 975 29 85.
This summary gives you basic details of your AA Breakdown Cover, received in connection with your
Ultimate Reward Current Account. This is not a statement of the full terms and conditions of your AA
Breakdown Cover policy. These are found in the ‘AA Breakdown Cover Terms and Conditions’ on PAGE 68
of this guide, and which you should read alongside this summary.
Policy provider
AA Breakdown Cover is provided by the AA (The Automobile Association Ltd). Accident Management
is underwritten by Acromas Insurance Company Limited.
18
Key exclusions applying to the policy How to make a claim
Where cover is available, see PAGE 68 If you need breakdown assistance call:
• Service is only available within the UK, 08000 51 22 48 (save the number to your
Channel Islands and Isle of Man. mobile phone in case you need roadside
assistance). You will need to provide your
Vehicle specifications, see PAGE 68 Ultimate Reward Current Account debit
• Service is only available to customers card number, your sort code and your
travelling in a car, van, minibus or account number, as well as your vehicle
motorcycle which complies with the stated registration, details of the breakdown
weight and width restrictions of 3.5 tonnes location, and separate proof of your
and max width restriction of 7ft 6in (2.3m). identity (such as your driving licence).
General Terms and Conditions,
see PAGE 68-74
• Assistance is not available following a If you have a complaint
breakdown or accident attended by the If you wish to register a complaint, please
police or other emergency service, until the make contact:
vehicle’s removal is authorised. If the police By phone: 08442 09 05 56
insist on recovery by a third party, the cost
must be met by you; In writing: Customer Care (Halifax), AA,
Lambert House, Stockport Road, Cheadle,
• No recovery (including a local tow) is Cheshire SK8 2DY
available following an accident;
By email: customersupport@theAA.com
• Transport of any animal is discretionary,
and horses and livestock will not be Acromas Insurance Company Limited,
recovered; only, is covered by the Financial Services
Compensation Scheme (FSCS).
• Routine maintenance, running repairs,
the cost of spare parts, fuel, oil, keys,
specialist lifting equipment, garage or Duration of policy
other labour required to repair your Subject to your right to cancel (see your AA
vehicle are excluded, as is the provision Breakdown Cover Terms and Conditions for
of service on private property without details), your cover is renewed monthly and
the relevant permission; runs at the same time as your Ultimate Reward
• Service is discretionary where it is Current Account, subject always to the terms of
requested to deal with the same or a the AA Breakdown Cover Terms and Conditions
similar fault or cause of breakdown to and your Ultimate Reward Current Account.
that attended in regard to the same Your cover will come to an end if (i) you fail to
vehicle within the preceding 28 days; pay the monthly fee, or (ii) you or your account
• The customer must be with the vehicle at provider close your Ultimate Reward Current
the times of breakdown and assistance. Account or it is changed to another type of
A valid entitlement card and some other account, or (iii) your residential address is no
form of identification must be produced. longer in the UK, Channel Islands or the Isle
Service will be refused and may be of Man. Your account provider or the AA can
cancelled if anyone behaves in an abusive withdraw or change the terms of your cover by
Account benefits
or threatening manner, or if the AA is giving you 30 days’ notice in writing.

owed money. If your complaint is about cover underwritten
Replacement vehicle by Acromas Insurance Company Limited and
it is not settled, you may be able to refer it to
• Any car hire that may be arranged for you the Financial Ombudsman Service who will
will be subject to the hirer’s Terms undertake an independent and impartial review
& Conditions. of your complaint. The address is Financial
Service control Ombudsman Service, South Quay Plaza,
• Please note that further premiums may 183 Marsh Wall, London E14 9SR. Telephone
be requested if the maximum number of 08450 80 18 00.
call-outs is exceeded.
19
MOBILE PHONE
INSURANCE
It’s amazing how much we take our mobile phones for granted. Fortunately, with your Ultimate Reward
Current Account you can get protection for loss, theft and accidental damage, at home and abroad. And if
you have a joint account, this insurance will cover a mobile phone for each of you.
Limit of cover Excess per

Main benefits
per phone phone per claim
Cover for the handset in the event of:

• theft from your person Repair or replace
• water and liquid damage phone up to a
• accidental damage maximum original cost
• breakdown or value of £2,000
• loss
£100 for Apple iPhone,
Loss of prepaid airtime for prepay/ £30 for all other
up to £500
pay-as-you-go phones handsets
Cover for unauthorised airtime use on a
up to £1,500
contract phone
Accessory cover – cover for accessories as long

as they are attached to the handset at the time up to £250
of the incident
Cover wherever you are in the world for up to 90 days in a 12-month period. Repair or replacement
will be arranged on your return to the UK.
How to register your mobile phone details

To help give you the best service when you need it most, register your mobile phone details. That way, in
the event of a claim, we can help you quickly and efficiently.
Call 08451 24 14 00 or log onto www.halifax.co.uk/ultimate-benefits and we can take the details
from you.
Please have the following information ready when you call:
• The make and model of your phone. (Check your instruction manual or remove the back cover and
battery to see a label with this information.)
• Your service provider. (Details of your service provider are often displayed on the screen of your phone,
or are on your monthly statement or contract.)
• Your IMEI – International Mobile Equipment Identity number. You can find this by dialling *#06# from
your mobile phone.
You’ll be covered at home or abroad, while your Ultimate Reward Current Account is open. Please call us on
the number above if you haven’t received your insurance registration certificate within 15 days of registering.
Please note that if you do not register with us, you won’t receive a certificate of insurance but you’ll still be
covered. (Please note that mobile phones are only automatically covered if they meet the requirements of
the cover).
iPhone is a trademark of Apple Inc., registered in the U.S. and other countries
Already have a mobile phone insurance policy?

When it’s due for renewal you may want to check whether you prefer the cover we provide with your
20 account. Just get in touch on 08451 24 14 00 for more information.
This summary outlines our mobile phone cover an Ultimate Reward Current Account holder.
which is arranged and administered by STAMS The cost is included in part of your standard
Ltd with a single insurance provider London monthly fee. We recommend that you review
General Insurance Company Limited. the cover this policy provides every year to
ensure it continues to meet your needs.
Key exclusions and conditions If you or Halifax close your account, or Halifax
terminates the cover provided through the
applying to the policy programme, cover will stop immediately unless
• The policy excess which applies for you are moving from one qualifying account
each successful claim. The excess varies to another.
depending on the mobile phone you claim If your policy ends for any reason. You will
for. If you have an Apple iPhone the excess not be entitled to a refund of any fees, and/
is £100 and for all other handsets it is £30. or premium for the cover provided under
• Loss of, theft of, or damage to, your phone: Your Policy.
– while it is in an unattended motor
vehicle, unless it is completely hidden
from view within a locked glove How to make a claim
compartment, locked boot or other
locked internal compartment and the If you need to make a claim, please call us
vehicle is fully locked and secured. within 48 hours of the incident happening:
08451 24 14 00, 24 hours a day, seven days
– where it has been left unattended in a a week.
public place or a place to which people,
the public has regular access. Your policy wording will explain any
excesses you have to pay.
– where it has been passed to
PAGE 80 of this guide gives more
someone else
information about what simple steps
• A maximum of one phone per account you should take within 24-hours of your
holder, or in the case of joint accounts, a mobile phone being lost or stolen.
maximum of two phones per account.
If you are calling from abroad, call the
• A maximum of two claims per account in international dialling code for the UK for
any 12-month period. the country you are in, followed by:
For further details of exclusions and conditions +44 1495 28 12 97.
please refer to the full Terms and Conditions
on PAGE 75
Status Disclosure
General information This cover has been arranged by STAMS
You can complain about mobile phone Ltd (FRN 409098) on behalf of the
insurance by calling 08451 24 14 00 or by Bank of Scotland plc (FRN 169628) who
writing to Customer Services, STAMS Ltd, is authorised and regulated by the
PO Box 98, Blyth, NE24 9DL. If a complaint Financial Services Authority. This policy is
is not settled, you may be able to refer it to administered by STAMS Ltd (FRN 409098),
the Financial Ombudsman Service who will who is an appointed representative of
Account benefits
undertake an independent and impartial review Lifestyle Services Group Limited (LSG).
of your complaint. The address is Financial LSG (FRN 315245) handle claims on behalf
Ombudsman Service, South Quay Plaza, 183 of the insurer, who is London General
Marsh Wall, London E14 9SR. Telephone Insurance Company Limited (LGI) (FRN
08000 23 45 67. 202689). LSG and LGI are authorised
You may be entitled to compensation from and regulated by the Financial
the Financial Services Compensation Scheme Services Authority (FSA), which can be
should London General Insurance Company checked on the FSA website at
Limited not meet their liabilities. For further www.fsa.gov.uk/register/ or
details please contact the FSCS on by phoning 08456 06 12 34.
020 7892 7300 or enquiries@fscs.org.uk. For the purposes of the Data Protection
Mobile phone insurance is a monthly contract. Act 1998, the Data Controller in relation
This policy is provided as a benefit of you being to the personal data you supply is LSG.
21
Home emergency
cover
From a burst pipe to a break-in, home emergencies can happen to anyone. And you can bet they’ll happen
at the most inconvenient time. But as an Ultimate Reward Current Account holder, you can relax, safe in the
knowledge that you’re already covered for a wide range of emergencies. A home emergency is a sudden,
unexpected event which needs immediate action in order to make your home safe or secure, avoid damage
or more damage, make your home fit to live in or restore electricity, gas or water.
How we’ll help
If the safety of your home is at risk and you need help fast, just give us a call. We’ll arrange for a skilled and
reliable tradesperson to carry out the necessary repairs – up to a value of £250 for the call-out charge,
labour cost, parts and materials. We’ll also give you £100 towards emergency overnight accommodation if
you can’t live in your home for a while.
Full details of your cover are opposite. Please keep them safe.
Limit of Excess per

Section Cover description
cover person
• Cost of the qualified person chosen by

Home emergency us to deal with the emergency in respect
£250 Nil
costs of the call-out charge, labour and any
materials necessary
• If your property becomes uninhabitable

and remains so overnight we will, subject to
Overnight
prior agreement with us, arrange and pay for £100 Nil
accommodation
your overnight accommodation or transport
to such accommodation (or both)
This summary outlines cover available under our home emergency cover, which is underwritten by Inter
Partner Assistance. The full policy wording is in the Terms and Conditions section of this booklet.
22
Key exclusions applying to the policy For further details of exclusions and conditions
please refer to the full Terms and Conditions
• A fault any member of your family knew or on PAGE 80
should have known about when you took
out the Ultimate Reward Current Account.
• Systems or structures (for example, central How to make a claim
heating) that have not been installed or If you have an emergency, phone
fitted by a qualified person. our Customer Services team on
• Any claim if your home is unoccupied for 08451 24 14 00 24-hours a day,
over 60 days. seven days a week.
• Any claim if your mains electricity, water They will take the details of the
or gas supply is deliberately cut off by any emergency and arrange for the most
electricity, water or gas supply company. appropriate, qualified person to get in
• Any claim covered by a maintenance touch with you.
agreement, guarantee or extended
warranty contract.
• Any claim because your central heating General information
boiler fails and it is over 15 years old. You can complain about home emergency
• Solar heating, septic tanks, guttering and cover by calling Halifax on 08451 24 14 00 or by
down pipes. writing to Customer Services Administration,
Inter Partner Assistance S.A., The Quadrangle,
• Breakdown or loss of, or damage to, 106-118 Station Road, Redhill, Surrey RH1 1PX
domestic appliances like freezers, washing United Kingdom. If a complaint is not settled,
machines, microwaves or other mechanical you may be able to refer it to the Financial
equipment such as Saniflow toilets. Ombudsman Service who will undertake
• Any loss where you did not contact us to an independent and impartial review of
arrange repairs. your complaint. The address is Financial
• Any leaking or dripping tap that requires Ombudsman Service, South Quay Plaza,
replacement washers or partial or total 183 Marsh Wall, London E14 9SR. Telephone
replacement, external overflows or 08450 80 18 00.
replacement of cylinders, tanks, radiators You may be entitled to compensation from
and sanitary ware. the Financial Services Compensation Scheme
• Any burst or leaking flexible hoses that can should Inter Partner Assistance be unable to
be isolated or leaking washing appliances. meet its liabilities. For further details please
contact the FSCS on 020 7892 7300 or
• De-scaling and any work arising from
enquiries@fscs.org.uk
hard-water scale deposits or from damage
caused by aggressive water or sludge Home emergency cover is a monthly contract.
resulting from corrosion. Signs that work is This policy is provided as a benefit of you
needed may include a noisy boiler, sludged- being an Ultimate Reward Current Account
up pipes or poor circulation. holder. The cost is included in your standard
monthly fee.
• Replacement of light bulbs and fuses
in plugs. If you or Halifax close your account, or Halifax
Account benefits
terminates the cover provided through the

• Lost keys for outbuildings, garages
programme, cover will stop immediately unless
and sheds.
you are moving from one qualifying account
• Vermin outside the main dwelling e.g. to another.
garages and other outbuildings.
• Where the account holders tenancy
agreement has a requirement for the tenant
to report emergencies to the home owner
or the managing agent to instruct the
appropriate contractor.
• Any cost relating to the repair or attempted
repair not carried out by us.
23
card protection
If you’ve ever lost your cards or had them stolen, you’ll know what a worry and hassle it can be to sort out.
That’s why card protection is such an invaluable way to secure all your debit, credit, store and charge cards,
both at home and abroad.
Card protection helps remove the pain instantly:
• Make just one phone call to cancel and replace cards that have been lost or stolen.
• You could get cash advances of up to:
- £2,500 emergency cash if you’re stranded overseas with no access to money
(up to £1,000 in the UK)
- £2,500 towards hotel bills or other accommodation charges
- £2,500 towards lost or stolen travel tickets
- Any cash advances you could get are subject to status and are repayable.
• If your bag, wallet or purse is lost or stolen with one of your cards in it, you can claim up to £50 towards
replacing it.
• If your driving licence is lost with your card, we’ll pay up to £50 for an emergency replacement.
Limit of cover
Cover description per account
holder
Fraud on your card which occurs in the 24-hours before we or the card issuer are
£2,500
notified of the loss
Fraud on your card that occurs after your card is reported lost or stolen to us or
£75,000
your card issuer (or both)
Personal money lost with the cards £100
While you are outside the UK, the cost of communications to notify your card
issuer, the police or us that your cards have been lost or stolen, to locate and
£100
retrieve lost luggage or keys, to obtain emergency documents and to obtain
emergency medical assistance
To replace your bag, purse, wallet or card carrier because they are lost or stolen £50
To replace your passport if it is lost or stolen and must be replaced while you are
£50
outside the UK
To replace your driving licence if it is lost as the result of an incident £50
24
Register your card details General information
To improve the speed that your claim is dealt You can complain about card protection by
with in event that your cards are lost or stolen, calling STAMS Ltd on 08451 24 14 00 or by
please register your card details with us. Please writing to Customer Services, STAMS Ltd,
have all the cards to hand when you call PO Box 98, Blyth, NE24 9DL. If a complaint
08451 24 14 00, 24-hours a day, seven days a is not settled, you may be able to refer it to
week. Please read through the card protection the Financial Ombudsman Service who will
terms and conditions on PAGE 83 of this guide, undertake an independent and impartial review
so you know exactly what you’re covered for. of your complaint. The address is Financial
This summary outlines cover available Ombudsman Service, South Quay Plaza,
under our card protection policy, which is 183 Marsh Wall, London E14 9SR. Telephone
underwritten by Allianz Insurance plc. The 08000 23 45 67.
full policy wording is in the Terms and You may be entitled to compensation from
Conditions section on PAGE 83 of this booklet. the Financial Services Compensation Scheme
should Allianz Insurance plc be unable to meet
its liabilities.
Key exclusions applying to the policy
For further details please contact the FSCS
Please be aware that except in the case of on 020 7892 7300 or enquiries@fscs.org.uk
locating and retrieving lost luggage or keys, we
will not pay benefit for the loss or theft where: Card protection is a monthly contract. This
policy is provided as a benefit of you being
• The loss or theft is not reported to us an Ultimate Reward Current Account holder.
within 24-hours of discovery The cost is included as part of your standard
• Financial cards are not used in accordance monthly fee. We recommend that you review
with the card issuer’s terms and conditions the cover this policy provides every year to
• The PIN number has been kept with ensure it continues to meet your needs.
the card or disclosed to anyone else. If If you or Halifax close your account, or Halifax
emergency medical assistance is needed, terminates the cover provided through the
we will not pay any medical costs incurred. programme, cover will stop immediately unless
you are moving from one qualifying account
to another.
Already have card protection?
When it’s due for renewal you may want
to check the details of your existing cover How to make a claim
against the card protection we offer If your cards are lost or stolen, claim by
with your account. Just get in touch on ringing 08451 24 14 00 within 24-hours.
08451 24 14 00 for more information. Call 08451 24 14 00 to register your cards.
Handy hint…
Don’t forget to register your passport
and driving licence which card protection
Account benefits
also covers.
25
identity theft
assistance
Protect your identity and possessions How to contact us
Identity fraud – it’s one of the fastest growing For free identity theft advice call the Customer
types of frauds in the UK. And the truth is, if Services Team on: 08451 24 14 00, 24-hours a day,
someone steals your personal details for their own 7 days a week.
benefit, the results can be devastating. Once a thief
has your information, it’s possible for them to:
• Open new credit card or bank accounts, and What you need to do now
run up debts in your name Save our emergency contact number
• Take out credit or loans in your name (08451 24 14 00) in your mobile phone
• Change the billing address for your accounts in case you need identity theft assistance.
so you don’t know there’s a problem.
What you automatically get

As an Ultimate Reward Current Account
holder, you automatically get unlimited access
to a confidential identity theft advice line.
So if you suspect that your personal details
have been stolen, call our team. They can
provide help and advice 24 hours a day, talk
you through what you need to do and get you
back on track as quickly as possible.
26
27
Account benefits
Bank account terms
and conditions
Contents
Conditions Page
Section 1 – Introduction to this agreement 29
Section 2 – Special conditions 30
Section 3 – General conditions 32
Part A – Contact and security 32

1. Contacting each other 32
2. Security 33
3. Statements and information 33
Part B – Banking services 34

4. Opening and processing times and general conditions about payments 34
5. Payments into your account (Deposits) 34
6. Payments out of your account (Withdrawals) 35
7. Reward payments, interest and account fees 38
8. Overdrafts 38
9. Benefits packages included with certain accounts 39
Part C – General 40
10. Joint customers 40
11. Authorising others to operate your accounts 40
12. Changes to our interest rates, reward payments, fees and conditions 40
13. General liability 42
14. Using money between accounts (set-off) 42
15. Ending this agreement or an account or service 42
16. Transferring rights and obligations 43
17. Not enforcing this agreement 43
18. Law applying to this agreement 43
Important points to note 43
Reward payments, interest and account fees 45

Demand & needs statement 51
Travel insurance 52
AA Breakdown Cover 68
Mobile phone insurance 75
Home emergency cover 80
Card protection 83
Key policy differences 88
Our contact details 90
28
Section 1 – Introduction to this agreement – • m
ake an informal request for an unplanned overdraft, by
instructing us to make a payment which, if we choose
how it works and who it applies to to comply with it, would make your account exceed
This agreement is for our bank accounts and related services (or further exceed) its overdraft limit or, if you have no
for personal customers resident in the United Kingdom (“UK”). planned overdraft, cause your account to be overdrawn
It is made up of the general conditions and special conditions (or further overdrawn). (Unless we have guaranteed to a
in this document and any additional conditions we give you third party that we will make the payment, we do not have
for these accounts or services. Additional conditions are to comply with an informal request for an unplanned
the daily overdraft fees, other fees, interest rates and other overdraft.)
terms that apply to a specific service or account that are not
• C
heque book (including cancellation and replacement if lost
included in the general conditions or special conditions. These
or stolen).
will include, for example the terms set out in the rates and
fees leaflet applicable to your account and in your application • D
ebit and cash machine card (which may also guarantee
form(s). We will tell you which conditions apply when you take cheques, if your card includes a cheque guarantee logo).
a new product or service from us. • R
egular bank statements (either online or by post).
In this agreement, “we” are Bank of Scotland plc and Halifax is • A
ccess to a 24-hour service so that you can contact us at
a division of Bank of Scotland. any time to carry out transactions, answer queries or obtain
An important part of our role as your bank is to provide you assistance.
with services to help you manage your finances. We do not • A
ccess to a cash machine network in the UK and abroad
generally provide advice, but we can use information we have (fees apply for card use abroad).
about you to suggest other services we think might interest
There are additional services and facilities which you may
you. To find out more about how we and other Lloyds Banking
ask for. These include, among others, stopping cheques,
Group companies use your personal information, please read
the special presentation of cheques, issuing banker’s drafts,
Our Privacy Statement www.halifax.co.uk/privacystatement
providing you with copies of paid cheques or extra copies of
or ask for a copy in branch.
statements and CHAPS payments.
This agreement only covers accounts and services we provide
You should consider which account is best for you. If you
for your personal use. We do not have to accept that anyone,
wish to change the type of account that you have at any time,
apart from you, has any right to, or interest in, the money in
you should contact us to discuss the options available.
your account (for example if you are keeping some or all of the
money in your account for someone else). Fees for our services
You may not be eligible for all of the accounts or services Our current fees are listed in the rates and fees leaflet
covered by this agreement or all the features they have – for applicable to your account. Additional fees may also apply
example, we will not give you a planned overdraft if you for some transactions that are not covered by this agreement,
are under 18. We may also limit the number of accounts or such as international payments. Fees for these services are
services you can hold with us. In addition, not all the services contained in separate conditions which you will receive when
and facilities covered by this agreement are available on you ask to use those services.
all accounts. For example, telephone, mobile and internet Under this agreement you agree to pay us those fees in
banking services are not available on some accounts. exchange for the various services that we provide, including
Additional conditions or special conditions may add to the the main services and facilities. You can keep up to date with
general conditions but may also override an overlapping term them by telephoning us, by visiting a branch or by looking at
in the general conditions. our website. This will allow you to decide whether or not you
wish to incur them, and to manage your account accordingly.
Please ask us if you have any questions about this agreement
or any other matter by visiting one of our branches, or The fees which you will have to pay will depend upon the type
contacting us by telephone. of account that you have and the way in which you operate
your account. If your account remains in credit then you will
Services and facilities on your account
not usually have to pay any fees for having the benefit of the
We provide the following main services and facilities main services and facilities but we will charge you a daily fee
depending on the type of account: or interest if at the end of any day, your account is overdrawn.
• Crediting of payments made into your account. Daily fees and interest rates for planned overdrafts are lower
than daily fees and interest rates for unplanned overdrafts.
• D
ebiting of payments made out of the credit balance on
Our charging structure means that, in exchange for receiving
your account. You may ask us to make a payment out of your
Key Information
the benefit of the main services and facilities, including the
account in a variety of ways including by writing a cheque,
benefit of any overdraft that causes a daily fee or interest, you
by setting up a direct debit or standing order, by requesting
agree to pay our fees, including daily fees.
cash or by using your debit card.
What can you do to minimise overdraft fees?
• If you have a current account, you may:
• R
epay any overdraft as soon as you can.
• s pecifically request, and we may agree to provide, a
planned overdraft which will allow you to borrow money • If your account offers an overdraft facility, ask us about
from us up to a certain limit; arranging an overdraft as our daily fees and interest rates are
lower for planned overdrafts than unplanned overdrafts.
•C
heck your available balance on the internet, by telephoning
us or through a cash machine to make sure you have enough
money in your account to pay everything due. The money in
your account must be available for withdrawal (for example
you must have waited for any cheques you have paid into
your account to be available).
29
• If you go into overdraft in the course of a day, ensure that your (d) Customers with the Ultimate Reward Current Account
overdraft is repaid by the end of the day to avoid paying the daily must pay a monthly fee (“the account fee”) which will be
fee or interest for that day. automatically deducted from the account on the first
• Keep a record of any cheques you write and when they have been working day of the month. As account fees are paid in
paid, so that you know how much money is left in your account. arrears, if an account is opened after the first working
Someone can pay a cheque you have written into their account up day of the month, that account fee will be pro-rated and
to six months after you have written it. paid on the first working day of the following month. In
return for the account fee they receive a range of account
• Check your statements and make a list of the dates of your regular benefits including the day-to-day standard features
payments (for example, mortgage, loan or rent). Keep a list of when of a bank account and the enhanced banking services
all your direct debits and standing orders are due. associated with this account together with a range of other
• If a direct debit payment date is at a bad time in the month benefits (“the Account Benefits Package”). The Account
for you, (for example, just before you are paid), contact the Benefits Package is a single integrated package and
company involved and ask them if they would collect it at a more no additional value or discount is, or can be, given to
convenient time. customers who either solely use just the Discount Card. All
customers are entitled to benefit from all of the Account
• If you have fees to pay, remember to include these in your budget.
Benefits Package (where applicable) and none of the
Information that will help you to keep track of your finances is
benefits are severable. Details are set out below.
available in the rates and fees leaflet applicable to your account.
(e) In opening an Ultimate Reward Current Account you
• If your account offers the facility, sign up to receive mobile alerts
agree to be bound by the specific conditions applying
if you go into an unplanned overdraft.
to the different benefits and policies that form part of
Changes to facilities and fees the Account Benefits Package. In particular you have
We review our services and facilities, and the way in which we an agreement with us for the provision of the Ultimate
charge for them, from time to time. In Section 3 we set out when Reward Current Account and separate contracts of
we may change the conditions and fees for your account and how insurance with each insurance company under which
we will tell you about the changes. the premium is collected and paid by us as agents of the
underwriters. We do not charge you any fee in connection
with the provision of insurance. You agree to comply
Section 2 – Special conditions with, and be bound by the policy conditions issued to
Special conditions for banking you relating to the insurance cover and other services
which comprise the Accounts Benefits Package; and with
This section gives details of the special conditions which apply to
the right of the insurers or service providers to change
your account in addition to the Halifax Bank Account terms and
the applicable cover or conditions, in accordance with
conditions.
the relevant policy conditions on the applicable notice
Halifax Reward Current Account periods.
Special conditions: (f) You can withdraw up to £300 a day using Halifax, Bank of
(a) Available to people aged 18 or over who must be resident Scotland or LINK cash machines. Cash withdrawals of up to
in the UK. £2,500 a day can be made over the branch counter. If you
want to withdraw more than £2,500 a day you will need to
(b) Up to two account holders on an “either to sign” basis only. give your branch advance notice.
You can hold one Reward Current Account in your sole
name and one in joint names. (g) You can withdraw up to £300 a day at any Post Office®.
Once registered, you can also deposit cash and cheques, as
(c) You will receive reward payments if you meet the well as make balance enquires, on your registered account.
conditions set out in our Reward Payments, Interest and
Account Fees leaflet. (h) The insurance cover and other services that come with the
Account Benefits Package will end if:
(d) You can withdraw up to £300 a day using Halifax, Bank of
Scotland or LINK cash machines. Cash withdrawals of up to (i) your Ultimate Reward Current Account is closed;
£2,500 a day can be made over the branch counter. If you (ii) you fail to pay the account fee;
want to withdraw more than £2,500 a day you will need to
(iii) your account is changed to another type of account
give your branch advance notice.
with us;
(e) You can withdraw up to £300 a day at any Post Office®.
(iv) your residential address is no longer in the UK.
well as make balance enquires, on your registered account. Any other insurance policies that you have taken out
yourself at a discount as part of the Account Benefits
(f) Reward Current Accounts opened after 6th December 2009
Package will not be affected.
must be funded with at least £1,000 per calendar month.
(i) You agree that we can change the insurer of any of the
Halifax Ultimate Reward Current Account
insurance policies or the providers of any of the other
Special conditions: services by giving you notice in good time. This will be
(a) Available to people aged 18 or over who must be resident before the change takes effect if that is required by a
in the UK. code of practice that applies to us or by our regulators or
another similar body.
(b) Up to two account holders on an “either to sign” basis only.
You can hold one Ultimate Reward Current Account in (j) You agree that any fees, premiums or claims monies held
your sole name and one in joint names. by members of the group and its agents are held by them
as agents of the underwriters.
(c) You will receive reward payments if you meet the
conditions set out in our Reward Payments, Interest and (k) If a sole account holder dies the benefits and policies
Account Fees leaflet. automatically cease. If one of two joint account holders
dies the benefits and policies will pass to the survivor.
30
(l) We may vary all or part of the Account Benefits Car breakdown cover. Covers you (and a joint account holder
Package under condition 12 of the Halifax Bank if applicable) in any vehicles in which you are the driver or
Account terms and conditions (unless we withdraw passenger (unless used for hire and reward). Cover is activated
the Account Benefits Package altogether, as referred once your account is open and funded. Policy includes Home
to below in special condition (o)). If we vary the Start and Accident Management Service. Policy applies to
Account Benefits Package in whole or in part we may residents of the UK, Channel Islands and Isle of Man only.
vary the account fee in accordance with special Standard conditions and exclusions apply. No refund available
condition (n). if you cancel the policy.
(m) We may vary the special conditions applying to the Mobile phone insurance. One mobile phone (two if a joint
Ultimate Reward Current Account under condition 12 account) is covered against loss, theft, accidental or malicious
of the Halifax Bank Account Conditions. For example, damage, breakdown, liquid and water damage up to a maximum
we may make it a requirement that you fund your claim limit of £2,000 per phone and up to two claims per
account with a minimum monthly amount before you account per year. The maximum limit of cover for unauthorised
are entitled to preferential Reward payments or daily calls is £650, including VAT, for a pre-pay (pay as you go) phone
fees on the account. and £1,500, including VAT, for a post-pay (contract) phone. The
(n) We can change the amount we charge you for the Policy is underwritten by London General Insurance Company
Account Benefits Package under condition 12 of the Limited, who are authorised and regulated by the Financial
Halifax Bank Account Conditions. We will give you at Services Authority (FRN 202689).
least two months prior notice of any such change. Card protection. Cover includes up to £2,500 cover for a
(o) We may decide to amend all or part of the Account single account holder (£5,000 for a joint account) in respect of
Benefits Package at any time under condition 12 of a card fraud incident resulting in losses to you before the card
the Halifax Bank Account Conditions. If we do so, but fraud incident is reported to the card issuer.
subject to special condition (p) below, we will give Home emergency cover. Up to £250 towards the cost of
you at least two months prior notice. Any applicable securing your home in the event of specific, pre-determined
insurance cover and other services that you have as home emergencies. Details are in your Ultimate Reward
part of the Account Benefits Package which is being Current Account Getting Started Guide.
withdrawn will continue for the applicable notice Extra account benefits. In addition to the Accounts Benefits
periods from the date we notify you. On expiry of Package, we may offer you extra benefits. Details of the extra
the notice, we may revise the account fee to you to account benefits will be given to you on account opening
reflect the amended Account Benefits Package. If we or from time to time. We may vary, withdraw or replace all
withdraw the Account Benefits Package in its entirety or part of the extra account benefits at any time. Check our
we may also vary the Reward payment, daily fees and website or call us for details of the current extra benefits.
other terms for your account to reflect one of the
other current accounts in our range that has similar Travel Insurance is arranged through FirstAssist Insurance
features but no Account Benefits Package. Any other Services Limited. Registered Office at Marshall’s Court,
insurance policies that you have taken out yourself Marshall’s Road, Sutton, Surrey SM1 4DU. Authorised and
at a discount as part of the Account Benefits Package Regulated by the Financial Services Authority.
will not be affected. The policy is underwritten by Great Lakes Reinsurance (UK)
(p) If you provide any false or inaccurate information to PLC. Registered Office: Plantation Place, 30 Fenchurch Street,
us or to the companies providing the policies under London EC3M 3AJ. Authorised and Regulated by the Financial
the Account Benefits Package we and they will be Services Authority.
entitled to cancel the cover immediately without Car Breakdown Cover is provided by the AA (The Automobile
notice to you. Association Limited). Registered Office: 22 Grenville Street, St
(q) If you close your Ultimate Reward Current Account, Helier, Jersey JE4 8PX, Channel Islands.
or transfer to another of our accounts, your final Accident Management is underwritten by Acromas Insurance
account fee will be pro-rated for the month of Company Limited. Registered Office: 57-63 Line Wall Road,
closure. Gibraltar. UK branch address: Acromas Insurance Company
The Account Benefits Package Limited, Enbrook Park, Folkestone, Kent CT20 3SE
The benefits you are entitled to with your Ultimate Reward Halifax Current Account
Current Account are detailed in full in the Ultimate Reward Special conditions:
Current Account Getting Started Guide. As well as the day-
Key Information
(a) Available to people aged 18 or over who must be
to-day standard features of a bank account and the enhanced
resident in the UK.
banking day-to-day services associated with this account,
the Ultimate Reward Current Account provides an Account (b) Up to two account holders on an “either to sign”
Benefits Package which also includes: basis only.
Worldwide multi-trip family travel insurance, including (c) You can withdraw up to £300 a day using Halifax,
winter sports (up to age 65 only) and golf. Cover is activated Bank of Scotland or LINK cash machines. Cash
the day after your account is opened and funded. Covers withdrawals of up to £2,500 a day can be made over
two adults and any number of children under the age of 16; the branch counter. If you want to withdraw more
or any children under the age of 23 in full time education. than £2,500 a day you will need to give your branch
The maximum age for cover is 70 years and is only available advance notice.
to residents in the UK. Customers’ pre-existing medical (d) You can withdraw up to £300 a day at any Post
conditions must be notified to the underwriters who may Office®. Once registered, you can also deposit cash
decide that top-up cover is required. Cover renews month by and cheques, as well as make balance enquires, on
month subject to payment of the account fee. your registered account.
31
Halifax Student Current Account (c) If there is a credit balance, monthly interest will be paid
Special conditions: directly into the account. Interest rates are variable and are
set out in the Reward Payments, Interest and Account Fees
(a) Available to people aged 18 or over who are students in leaflet.
full-time education (that means a degree course or similar
course of further education). (d) You can withdraw up to £300 a day using Halifax, Bank of
Scotland or LINK cash machines. Cash withdrawals of up to
(b) Only one account per person. £2,500 a day can be made over the branch counter. If you
(c) If there is a credit balance, monthly interest will be paid want to withdraw more than £2,500 a day you will need to
directly into the account. Interest rates are variable and give your branch advance notice.
are set out in the Reward Payments, Interest and Account (e) You can withdraw up to £300 a day at any Post Office®.
Fees leaflet. Once registered, you can also deposit cash and cheques, as
(d) You can withdraw up to £300 a day using Halifax, Bank of well as make balance enquires, on your registered account.
Scotland or LINK cash machines. Cash withdrawals of up to (f) After you’ve reached 16, we will write to you confirming
£2,500 a day can be made over the branch counter. If you whether these conditions still apply. If we are going to
want to withdraw more than £2,500 a day you will need to change your account, we will write to you at least two
give your branch advance notice. months before to fully explain your new account.
(e) You can withdraw up to £300 a day at any Post Office®. Halifax Cardcash account
well as make balance enquires, on your registered account. Special conditions:
(f) The longest you can qualify for an account is six years (a) Available as a new sole named account to people aged
(including the year after you stop being in full-time between 16 and 17 who must be resident in the UK.
education). (b) You can withdraw up to £300 a day using Halifax, Bank of
(g) If you keep your account after you stop qualifying, these Scotland or LINK cash machines. Cash withdrawals of up to
conditions will no longer apply. We will write at least two £2,500 can be made over the branch counter. If you want
months before the change to explain the full changes to to withdraw more than £2,500 you will need to give your
your account. branch advance notice.
Halifax Easycash account (c) If there is a credit balance and the account holder is aged
between 16 and 17, monthly interest will be paid directly
Special conditions: into the account. Interest rates are variable and are set out
(a) Available to people aged 16 or over who must be resident in the Reward Payments, Interest and Account Fees leaflet.
in the UK. Only available for joint applicants aged 18 or (d) You can withdraw up to £300 a day at any Post Office®.
over. Once registered, you can also deposit cash and cheques, as
(b) You can withdraw up to £300 a day using Halifax, Bank of well as make balance enquires, on your registered account.
Scotland or LINK cash machines. Cash withdrawals of up to (e) Cheque books and cheque guarantee cards (unless you are
£2,500 can be made over the branch counter. If you want aged 18 or over) and planned overdrafts are not available to
to withdraw more than £2,500 you will need to give your use with this account.
branch advance notice.
(f) If you are aged 18 or over and we are entitled to charge you
(c) You can withdraw up to £300 a day at any Post Office®. one or more Returned Item Fees, then we can charge those
Once registered, you can also deposit cash and cheques, as fees even if it takes your account into overdraft. If your
well as make balance enquires, on your registered account. account goes overdrawn, then we will charge you interest.
(d) Cheque books, cheque guarantee cards and planned Further details of Returned Item Fees and interest on
overdrafts are not available to use with this account. overdrawn accounts are set out in the Reward Payments,
Interest and Account Fees leaflet.
(e) This is a basic bank account so there are some things it will
not allow you to do at a branch counter:
(i) Check your balance (use our cash machines, telephone
Section 3 – General conditions
or online banking services instead); Part A – Contact and security
(ii) Review your recent transactions (use our cash 1 Contacting each other
machines, telephone or online banking services 1.1 Our contact details page sets out the telephone numbers you
instead); should use to contact us for specific purposes in connection
(iii) Order an up-to-date statement (use our telephone with your account.
banking service or order a mini-statement at a cash 1.2 Any instructions you give us are not effective until we
machine instead); actually receive them. If available on your account for the
(iv) Make cash or cheque deposits (use the self-service particular service you wish to carry out, you can usually use
facilities in branch instead); or our telephone, online and mobile services and cash machines
at all times but occasionally repairs, updates and routine
(v) Withdraw less than £300 (use our cash machines to
maintenance on our systems and those of our suppliers may
withdraw up to £300 a day or visit any Post Office®).
mean that a particular service cannot be used for a short time
Halifax Expresscash account (usually just minutes).
Special conditions:
(a) Available to people aged between 11 and 15 who must be
resident in the UK.
(b) Only one account per person.
32
1.3 We will contact you using the contact details you give us. (e) not let anyone else give instructions, or have access
You must tell us if your name or contact details change. to information, on your accounts unless he or she has
If you do not tell us, we will go on using the details you a separate arrangement with us to do so, or you have
last gave us, and we will not be responsible if we fail to authorised him or her to do so under condition 11;
contact you or if we send confidential information to the and
wrong address using out of date details. We may charge (f) if there is a place for your signature, sign any card as
you our reasonable costs of finding you (or trying to find soon as you have received it.
you) if your contact details are not up to date.
2.4 If you use online banking or mobile services, your
1.4 It may be unlawful for you to use online banking or computer, modem and mobile phone must meet any
mobile services in some countries. You must check this reasonable requirements we may set; you must carry out
and take appropriate action, such as not using these your own regular virus checks; and you must not change
services. You will be liable if you break foreign laws, and or copy any software we provide, or give it to another
for any loss you cause us as a result. person.
1.5 We may listen into or record any phone calls with you 2.5 We may replace or renew your card with a different type
to check we have carried out your instructions correctly, of card available under this agreement. We will tell you
to help improve our service, check that we comply with about the features of the card when we send you the
our regulatory obligations, and to help detect or prevent replacement card and if the replacement card would
fraud or other crimes. change the terms of this agreement we will give you
2 Security notice under condition 12.
2.1 When we contact you or you contact us we need to 2.6 You must tell us as soon as you can (see our contact
check your identity before you can give us instructions or details) if you:
we can disclose or discuss confidential information about (a) notice any errors;
your accounts. For this reason:
(b) find our services are not working;
(a) you must sign instructions given on paper;
(c) think any cards or Security Details have been lost,
(b) when you are in a branch, we may ask you for stolen, damaged or are being misused; or
identification (please see the ‘Withdrawals’ paragraph
at the Important Points to Note section at the back (d) think someone may be accessing your accounts
of this booklet); and without your authority or that someone has
discovered your Security Details.
(c) if you are contacting us or giving us instructions
by any other method (for example by using a card, 2.7 We strongly recommend you do not email us confidential
telephone banking, online banking or by mobile information or instructions (as they must only be given
services) you must do so using the “Security Details” through online banking) and you should not respond
we have given to you or agreed with you personally. to emails asking for your account information, Security
Details or any information about your card as we will not
“Security Details” can be processes or security procedures ask for these details by email. If you use email, it is at
we ask you to follow or use, for example, a password or other your own risk.
information, security numbers or codes such as Personal
Identification Numbers (“PINs”), to make an instruction or 2.8 We will do all we reasonably can to prevent unauthorised
confirm your identity, and which may be used in combination access to your accounts and to make sure they are secure.
with something we give you, such as a card with a PIN. 3 Statements and information
2.2 As long as we have checked your identity in one of the 3.1 We will make a statement available each month there are
ways set out above, we will assume that we are dealing payments on the account and will provide you with a
with you. paper statement regularly and at least once a year.
2.3 You must: 3.2 Where statements are available for your account, you
(a) follow instructions we give you, which we reasonably can order a paper statement at any branch or through
consider are needed to protect you and us from telephone banking (where available).
unauthorised access to your accounts; 3.3 You can ask us to provide you with a copy of a paper
(b) not let anyone else use any of your cards or Security statement we have already provided but we may charge
Details, not even someone sharing a joint account you for this.
with you as he or she will have his or her own; 3.4 We may use messages on or with your statements to
Key Information
(c) keep your cards and Security Details secure and tell you about changes to this agreement or to other
protect cards from damage; agreements or services you have with us.
(d) do all you reasonably can to make sure no one finds 3.5 You are responsible for checking statements, text
out your Security Details, for example by not: messages or other account information we give you.
If you tell us about any errors on your account, or if
(i) choosing obvious passwords or codes (such we notice any errors, we will correct them as soon as
as your date of birth) as part of your Security reasonably possible.
Details;
3.6 You must give any information and help we reasonably
(ii) writing your Security Details on, or keeping them ask for to deal with misuse or unauthorised access to
with your cards or banking documentation; your accounts, or in relation to any other transaction
(iii) writing down your Security Details in a way that we, the police or other authorities are investigating. We
is recognisable; or may pass on related information to the police or other
(iv) letting anyone listen in to your calls with us, authorities, in the UK or (if appropriate) abroad.
or watch you entering or making use of your
Security Details;
33
3.7 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.
Part B – Banking services
4 Opening and processing times and general conditions about payments
4.1 We process 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 this Part B the time periods we give
assume we receive a payment, or your payment instruction, before the cut-off time on a working day.
4.2 “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.
(b) In all cases, how long a working day lasts will depend on the “cut-off” times for that particular method of making or receiving
payments. For example, the cut-off time is different for branches, telephone banking and online 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.
4.3 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.
5. Payments into your account (deposits)
5.1 General conditions about payments into your account
In this condition 5 we explain the timing of different types of payment into your account, including:
(a) when we show payments in your account;
(b) if we pay or charge interest on your account, when we start including payments in our interest calculations (either to work out how
much to pay on your balance or how much to charge if your account is overdrawn); and
(c) when payments are available for you to use for withdrawals or for making payments out of your account.
5.2 Cash and cheque payments into your account
(a) The following table sets out details of when you can withdraw funds, and when those funds will be included in our interest
calculations, where you make a payment into your account:
(i) in cash; or
(ii) by sterling cheque from a bank, other than Halifax, in the UK, the Isle of Man, Gibraltar or Channel Islands (the “paying bank”).
Type of Where paid in When you can withdraw When included in interest
payment funds calculations
Cash In branch or using an Immediate Deposit Machine

Same day Same day
before 5pm, or using an Express Pay-In before 4pm
In branch or using an Immediate Deposit Machine after

Next working day Next working day
5pm, or using an Express Pay-In after 4pm
In branch or using an Immediate Deposit Machine or

Same day Next working day
Express Pay-In on a non-working day
Via a cash machine Next working day Next working day
Cheques In branch or using an Immediate Deposit Machine 4 working days after the day 2 working days after the day
before 5pm*, or using an Express Pay-In before 4pm of deposit of deposit
In branch or using an Immediate Deposit Machine after

5 working days after the day 3 working days after the day
5pm*, or using an Express Pay-In after 4pm or on a
of deposit of deposit
non-working day
5 working days after the day 3 working days after the day
Via a cash machine
of deposit of deposit
* 2pm if using an Immediate Deposit Machine in Northern Ireland.
34
Payments at the Post Office® International payments into your account
(b) If cash or a cheque is paid in at the Post Office® an (b) When we receive a payment for your account in
extra working day has to be added to these timings. a foreign currency, we will convert it into sterling
Halifax cheques before we pay it into your account. We will show
it in your account and make it available for you to
(c) Where we are also the paying bank, and the cheque use straightaway and (if applicable) pay interest on
is from a Halifax personal account for a value of up it (or use it to reduce the interest you pay) from the
to £1,000 and is paid in either at a branch counter same day. For some currencies, we may be unable to
before 5pm or an Express Pay-In before 4pm, we will convert the payment into sterling on the day that we
show it in your account and allow you to use it on receive it. If this is the case, we will convert it as soon
the same day that we receive it. We will start paying as we are reasonably able to and will add it to your
you interest (if applicable) straight away. For cheques account up to two working days after we receive it.
over £1,000 we will allow use and pay interest at the
times stated in condition 5.2 (a) above. (c) We will use our Retail Reference Exchange Rate for
buying the relevant currency that applies on the day
All cheques we receive the payment. You can find out our Retail
(d) We will show a cheque in your account on the same Reference Exchange Rate by calling us on the number
day that we receive it. given in our contact details at the front of this
booklet.
(e) A cheque may still be returned unpaid up until the
sixth working day after we receive it. From the end (d) We may take our fees for dealing with the
of the sixth working day after we receive it, if the international payment before we add it to your
cheque is returned unpaid by the paying bank, we account but if we do so we will tell you the full
cannot take money from your account without your amount of the payment and the fees that applied.
consent unless you have acted fraudulently. 6. Payments out of your account (withdrawals)
(f) So, for example, if you pay in a non-Halifax cheque 6.1 General conditions about payments out of your
on a Monday, you will see it on your account the account
same day, it counts towards interest (if applicable) on
Wednesday, you can use the money on Friday and we (a) We are entitled to assume we are dealing with
cannot take the payment out of your account after you, and that you have agreed to us acting on any
the following Tuesday. For cheques paid in by other instructions, without getting further confirmation
means, an additional working day is added to the from you:
times shown above. (i) if you ask us to make a payment using your
(g) If a cheque is returned unpaid by the paying bank Security Details (for example a card and PIN at a
before the end of the sixth working day from the day cash machine or the passwords you have chosen
it is paid in, we can take the money back out of your for Telephone or online banking) as long as any
account, even if you have already spent it or it puts relevant security checks have been completed
you into overdraft. If this happens, we will let you by us or, in the case of a card with contactless
know. functionality, using that functionality; and
(h) If you need to be sure a cheque has been paid, please (ii) otherwise, if you have signed a cheque or other
ask us about our special presentation service at the document containing the payment instruction.
time you pay in the cheque. We will tell you if there (b) When you give us a payment instruction to transfer
is a fee for this service. funds to another account (other than by cheque), you
5.3 Foreign cheques paid into your account must give us the sort code and account number for
payments in the UK, or the equivalent information
If you want us to obtain payment for you of a sterling for payments outside the UK, and any other details
cheque paid out of an account at a bank abroad or a we ask you for such as the name of the person you
cheque which is not in sterling, please ask us for details are sending the payments to, so we can make the
of our foreign cheque payment service. payment. (If you give a payment instruction using
5.4 Payments into your account (other than cash and Telephone Banking or online banking or mobile
cheque payments) services, we will ask you to check and confirm
your payment instruction). You are responsible for
This sub-condition covers payments that are not made
checking the details are correct. We will not be liable
Key Information
by cash or cheque, such as standing orders and direct
if your payment is delayed or sent to the wrong
transfers from another account.
person because you gave us the wrong details. If a
(a) When we receive a payment for your account in payment does go to the wrong person because you
sterling (£), we will show it in your account and (if gave us the wrong details, we will use reasonable
applicable) it will earn interest (or reduce interest efforts to recover the payment and, if we manage to
you pay) from that day. We will allow you to use it do so, we may charge you our reasonable costs.
straightaway.
(c) If we accept your instructions to make a payment on
If you make a transfer between your personal accounts a future date, we will make the payment that day. If
with us on any non-working day, the amount you transfer the payment falls on a non-working day we will make
will leave one account (account A) and will be available the payment on the next working day.
for you to use from the other account (account B) that
(d) We explain when you need to tell us if you want to
day. If applicable, the amount will count towards interest
cancel or change a payment instruction in further
on account A until the next working day when it will
detail below. If you ask us to cancel a payment
count towards interest on account B.
instruction we may charge you our reasonable costs
for trying to cancel it, whether or not we succeed.
35
(e) If you need to give us a payment instruction which is (k) If we prevent you from using your account or cards or
particularly important, you should contact us either in refuse, or we are unable to make a payment under this
person (by going to a branch) or by Telephone Banking. agreement, we will act in a manner we think is reasonably
(f) You will not be able to give a payment instruction using appropriate for the circumstances and try to reduce the
a card or your Security Details if we have stopped, or inconvenience to you.
suspended, your ability to use them. We can do this if we (l) Unless the law prevents us from doing so, we will try to
reasonably consider it necessary for reasons relating to: contact you to tell you that we are refusing, or are unable
(i) the security of a card or your Security Details; or to act on your payment instruction. We will do this at
the earliest opportunity. If you are using a card to make a
(ii) suspected unauthorised or fraudulent use of a card or payment or withdrawal from a cash machine, the retailer
your Security Details; or or organisation which owns the cash machine will tell you
(iii) a significantly increased risk that you may be unable to that the payment has been refused.
pay any money you owe us on the relevant account. (m) You can also contact us to find out (unless the law prevents
Unless the law prevents us from doing so or we believe it us from telling you) why we have refused to act on your
would undermine our security measures, we will try to contact payment instruction and how you can correct any factual
you by telephone or in writing in advance to tell you that we errors that led to our refusal.
have done this and our reason for doing so. If we are unable (n) We are not liable if a retailer or another organisation (or its
to tell you in advance we will tell you as soon as possible cash machine) does not accept your card or card number.
afterwards. As cards belong to us, we (or a person or other
organisation acting for us, for example another bank operating (o) We are not liable for failing to make a payment if the
a cash machine), may take or retain a card on our behalf if we organisation you are sending the payment to is not a
stop or suspend your rights to use it. If we stop or suspend a member of the Faster Payments scheme.
card you must stop using it. 6.2 Payments (other than payments made by card and cheque)
(g) We may refuse to carry out a payment instruction, or other (a) If you ask us to make an immediate payment or a future
transaction on your account, such as a withdrawal in one dated payment (including a standing order to an account at
of our branches if: another bank in the UK), the following applies:
(i) you do not have available funds to make the (i) We will use the Faster Payments scheme if it is
payment or you have exceeded a limit we have available and the organisation you are sending a
applied to your account or card (such as the daily payment to is a member of the scheme;
limit for withdrawals from cash machines); (1) An immediate payment can be made using the
(ii) the payment instruction is not clear or you have not scheme 24-hours a day, seven days a week. We will
provided us with the correct details; take the payment from your account straightaway
(iii) there is a legal requirement or a court or other and the payment will normally reach the receiving
authority that tells us to act in that way; account within two hours.
(iv) the payment seems unusual compared with the way (2) Standing orders and future dated payments can
you normally use your account; be made using the scheme on working days only
and the payment will reach the other bank the
(v) we reasonably believe you or someone else has same day we send it.
used or is using or obtaining, or may use or obtain a
service or money illegally or fraudulently; You can check with us when you make a payment whether the
organisation you are sending the payment to is a member of
(vi) we reasonably believe that someone else may have the Faster Payments scheme.
rights over money in your account (in this case we
can also ask (or require you to ask) a court what to (ii) If we cannot make the Payment using the Faster
do, or do anything else we reasonably need to do to Payments scheme you can contact us to ask if there
protect us); or is any other method available to make the payment.
(vii) any other reason set out separately in this International payments
agreement applies. (b) If you ask us to make a payment to a person with an
(h) We may not be able to carry out a payment instruction if account at a bank in the EEA, other than the UK, and the
the organisation you are sending the payment to is not a payment is in euro, the payment will reach the other bank
member of the Faster Payments scheme. no later than the next working day after we received the
payment instruction. For payments in other EEA currencies
(i) For security purposes we have internal controls in to countries within the EEA, the payment will reach the
relation to certain transactions or on the maximum other bank no later than four working days after we
amount that can be taken out of your account in certain received your payment instruction. The bank receiving
circumstances which may mean we refuse to carry out a the payment from us is required by law to pay it into its
payment transaction or require you to produce additional customer’s account on the day it receives the payment
identification. We will let you know if we are stopping a from us.
payment for this reason.
(c) If you ask us to make a payment to a person in another
(j) We use systems to identify payments that seem unusual currency or with an account at a bank outside the EEA,
and to help us prevent the misuse of your account. This you can ask us for details about how long the payment will
may include using widely available geographical mobile take to arrive. We will not be able to control exactly when
phone technology when assessing the location of a the payment will be received by the foreign bank. This will
proposed payment if you ask us to send funds from your depend on the banking practice of that country.
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.
36
(d) We will use our Retail Reference Exchange Rate for Exchange Rate and we will charge a foreign exchange
selling the relevant currency on the day we make the fee of a percentage of the amount of the transaction.
payment unless we tell you a different rate applies This percentage and other fees that apply are
when you ask us to make the payment. If you make set out in the rates and fees leaflet applicable to
a sterling payment, we cannot control the exchange your account. You can find out the exchange rate
rate applied by the foreign bank. You can find out the by telephoning the relevant number set out in
current Retail Reference Exchange Rate by calling us our contact details, however, if you call before a
on the number set out in our contact details. transaction is added to or taken from your account,
(e) When you ask us to make an international payment, the rate we provide will only be indicative.
we will also tell you about any fees that may apply. (c) However, if you use your card to withdraw foreign
(f) We have to send an international payment through currency from a cash machine in the UK, you will be
the banking system in the foreign country and we dealing with the bank operating the machine (rather
may need to appoint an agent in that country to do it than us) for the conversion into that foreign currency.
for us. That bank will set the exchange rate and may charge
you for the conversion.
(g) Where we properly incur any costs or other
obligations when acting for you in making an (d) We cannot cancel a payment made using a card once
international payment, you must reimburse us and you have given your consent to make the payment
take any other steps needed to put us in the position to a retailer. You will need to contact the retailer
we would have been in had we not acted for you. separately. This includes payments made on a regular
basis from your card account, such as magazine
Direct debits subscriptions. You will also need to tell the retailer if
(h) If you give a business or other organisation (in the your account is closed or your card number changes
UK or EEA) authority to collect payments from your otherwise they may not be able to collect your
account on a regular basis, they will normally tell you payments.
at least 10 working days before changing the payment (e) If a retailer agrees to give a refund for a purchase
dates or amount of money they ask us to pay from made using a card payment, we will make the refund
your account, unless you agree otherwise. when we receive details of it from the retailer.
(i) We allow direct debit payments to be collected from 6.4 Refunds for payments
your account on the date specified in the direct debit
instruction or if not a working day, the next working (a) If you become aware of a transaction by way of
day. automated payment or card transaction which has
not been properly authorised or has been incorrectly
(j) If you think there has been an incorrect direct debit executed on your account you must notify us by
payment you should tell us immediately so that phoning us (see our contact details). This notification
we can arrange a full and immediate refund – even must be provided as soon as you become aware of
if the original error was made by the business or the error and in any event within 13 months of the
organisation who set it up. You should also contact date the transaction is debited to your account. If
them to let them know what you have done and why. you do not notify us, you will not be entitled to a
Cancelling or changing a payment refund under this condition 6.4.
(k) If you ask us to make a payment immediately, we (b) You may be entitled to claim a refund in relation to
cannot change or cancel the payment instruction transactions undertaken by automated payment or
because we start processing it when we receive card transaction where:
it. You can cancel a standing order and any other (i) a transaction was not authorised;
payment which you asked us to make on a future
date as long as you tell us by the end of the last (ii) we are responsible for a transaction which was
working day before the payment is due to be made. incorrectly executed and you notified us in
accordance with condition 6.4 (a); or
(l) If you wish to cancel or change a direct debit, as
well as telling us so that we can suspend any further (iii) a pre-authorised transaction did not specify the
payments, you must tell the business or organisation exact amount at the time of the authorisation
so that they can cancel the direct debit. and the amount charged by a supplier was more
than you could reasonably have expected taking
Banker’s Drafts into account normal spending patterns on the
Key Information
(m) We will allow you to carry out a withdrawal from account or the circumstances of the transaction.
your account by Banker’s draft but we may refuse to A claim for a refund in these circumstances
provide a draft if the withdrawal is below a certain will not be accepted if you have consented to
amount. the transaction; the amount of the transaction
was made available to you at least four weeks
6.3 Card payments
before the transaction date; or the request for a
(a) If you use your card to withdraw cash or to make refund is made more than eight weeks after being
a payment, we will take the amount withdrawn, debited from the account.
or paid, from your account on the working day we
We will not be liable where we can prove that the
receive details of the withdrawal or payment.
payee’s bank or building society is at fault.
(b) If you use your card for a cash withdrawal or to
(c) In the case of a disputed transaction the burden of
make a payment in a currency other than sterling,
proving fraud or gross negligence will lie with us.
we will convert the amount withdrawn, or paid,
into sterling on the day it is processed by the (d) If you are eligible for a refund under this condition,
international payment organisation (for example, Visa we will reimburse you for any fees you have incurred
or MasterCard) whose name or marks appear on the as a result of the incorrect execution.
card. The exchange rate we use is the Visa Reference
37
6.5 Cheque payments our reward payments, interest rates, fees and charging dates
(a) When we receive a cheque you have written we will under condition 12.
take the money from your account on the same day. We 7.2 We will calculate any interest we pay or charge on a daily basis
typically receive cheques within a few days of you writing (unless we have told you otherwise).
them, but the exact timing depends on when the person 7.3 If you have an eligible account we will credit your account with
you gave the cheque to pays it into their account (which a reward payment in respect of any month that you meet the
can be months later). conditions relevant to that account.
(b) It is your responsibility to make sure you have available 7.4 The special or additional conditions will tell you when and
funds in your account to cover any cheques you have how we pay interest or reward payments, if any, on your
written. account. If the day interest or reward payments are due to
(c) You may be able to stop a cheque (apart from a guaranteed be paid on an account is not a working day, we will pay them
cheque) that has not yet been paid in by calling us with up to, and on, the next working day unless the special or
details of the cheque number, amount and date, who it is additional conditions for your account state otherwise. We
payable to, and similar details for any replacement cheque. will calculate interest (if applicable) at the end of each working
We may charge for trying to stop the cheque, whether or day and we will calculate reward payments (if applicable) at the
not we succeed. end of each calendar month. You may not therefore be able
(d) You may not ask us to pay a cheque later than when we to withdraw interest or reward payments until the following
receive it by writing a future date on it. We will not be day. We pay compound interest if interest is credited to the
liable if we pay the cheque before that future date. You same account (rather than to another account) as it becomes
can instead use telephone banking or online banking to tell part of the account balance and counts towards the amount
us to make a payment on a future date. we pay interest on. Unless the special or additional conditions
say otherwise, interest will be credited to your account. If
(e) If someone asks you to replace a cheque (because, for you make a withdrawal from your account then we pay you
example, he or she says it is lost or there is a problem with interest on the amount of the withdrawal up to and including
it), it is your responsibility to ask for the old cheque back the day before it leaves your account, unless you make the
(and to destroy it), or to ask us to stop the old cheque, withdrawal on a non working day. In this case we will continue
before you write a new one. If you do not do this, there is to pay interest up to and including the day before the working
a risk that both the old and replacement cheques will be day following your withdrawal, for example if you make a
paid from your account. withdrawal on a Saturday we will pay interest on the amount
(f) We may not accept a cheque for payment out of your withdrawn on the Saturday and the Sunday but not the
account if it is more than six months old. Monday (provided the Monday is not a bank holiday).
(g) If we have given you a card with a cheque guarantee 7.5 Where we add reward payments to your account, we pay
symbol on it, you may, until 30 June 2011, use it to it “net” (after deduction of income tax currently 20%). You
guarantee our payment of cheques up to the amount cannot register to receive this payment gross as a non-UK tax
stated on the card from your accounts. It only covers payer. If you have an interest bearing account, your interest
cheques issued in the UK, Channel Islands and Isle of Man. will be paid either net or gross dependent on your personal
The Cheque Guarantee Card Scheme is being closed on 30 circumstances. You may claim income tax back from HMRC if
June 2011 and cheques written and dated after then will no the amount of tax we have taken off is more than you have to
longer be guaranteed by us, even if your card still displays a pay. Interest will only be paid gross if you are registered with us
cheque guarantee symbol. as a non-tax payer. A separate registration form is required for
each account you hold. Higher rate tax payers may have to pay
(h) To guarantee payment of a cheque, you must sign and date
additional tax themselves.
the cheque in the presence of the person you are making
the payment to (such as a retailer). They will check the card 7.6 We will charge interest and daily fees at the end of every
has not expired and they (not you) must write the card monthly billing period unless we tell you otherwise in the
number on the back of the cheque. additional conditions for your account. We may also charge
compound interest.
(i) A cheque guarantee card is to give an assurance to the
person you are making the payment to that we will pay 7.7 We may take interest (if applicable), daily fees and other fees
the cheque even if there are not available funds in your you owe us from the same account. We will tell you personally
account to make the payment. about overdraft, daily and other fees and interest you have to
pay at least 14 days before we take them from your account.
(j) We may pay any cheque you have written which appears
to be properly guaranteed, even if there are technical 8. Overdrafts
irregularities in how the card has been used or the cheque Planned overdrafts
has been made out (for example, if it is not properly signed
or dated). You cannot stop payment of a guaranteed 8.1 If overdrafts are available on your account, you may formally
cheque. request, and we may agree to provide, a planned overdraft
which will allow you to borrow money from us up to a certain
(k) You must not write a guaranteed cheque more than once limit. You may make such a formal request by contacting us
in a transaction or to obtain cash more than once a day. specifically to organise an overdraft or increase your overdraft
Otherwise, we may not pay the cheque. limit.
7. Reward payments, interest and account fees 8.2 If we agree to a planned overdraft, we will decide your
7.1 We give you details of our current interest rates (where overdraft limit and tell you what it is. We will also tell you
applicable), reward payments (where applicable) and any fees when we will review it. At that time we will review your
for the normal running of your account (such as monthly planned overdraft and decide whether or not to continue to
account fees, fees for certain card payments, and overdraft provide it at the same limit, and inform you of our decision by
fees) and charging dates (such as billing periods) in the rates letter. We may also change your planned overdraft if condition
and fees leaflet applicable to your account. You can also find 8.3 applies.
them out by contacting us and on our website. We may change
38
8.3 We may change your overdraft limit at any time but we unplanned overdrafts on your statements. Interest and
will usually only reduce your overdraft limit or withdraw fees will be collected from your account between the
your planned overdraft where: last day of the following month and the first working day
(a) you have failed to fund your account regularly; of the month after that. For example, if your statement
is dated 5th January and you have gone overdrawn in
(b) you are in breach of a condition relating to use of December with an unplanned overdraft, interest or
the overdraft; daily fees for December will be shown on your January
(c) your circumstances have changed for the worse; statement and deducted from your account between
the last day of January and the first working day of
(d) we reasonably believe that the risks of lending to you
February.
have increased;
All overdrafts
(e) we reasonably believe that the reduction or
withdrawal of the overdraft facility is necessary to 8.11 The current interest rates, daily fees and other fees
prevent you from incurring a debt which you will be for overdrafts are set out in the rates and fees leaflet
unable to repay; or applicable to your account.
(f) you have not regularly used the full amount of your 8.12 If we have:
planned overdraft facility within the last 12 months. (a) asked you to pay any money you owe us on your
8.4 If, at the end of any day, your account is overdrawn account; or
within your overdraft limit, we will charge you interest or (b) received a court judgment for you to pay any money
a daily fee that applies to planned overdrafts; please see you owe us on your account;
the rates and fees leaflet applicable to your account.
then for as long as your account is overdrawn, you will
8.5 We will tell you about interest or daily fees on your have to pay any interest or daily fees on your overdraft.
statements. Interest and any daily fees will be collected
from your account between the last day of the following 8.13 At any time we may require you to pay us the whole or
month and the first working day of the month after that. part of any overdraft, interest and fees which you owe on
For example, if your statement is dated 5th January and your account.
you have gone overdrawn in December with a planned 8.14 If your account is closed, we will work out interest or
overdraft, your interest or daily fees for December will daily fees for each day your account is overdrawn in the
be shown on your January statement and deducted from month in which the account is closed (including the day
your account between the last day of January and the on which it is closed). You have to pay us this sum which
first working day of February. has not yet been applied to your account. You will also
Unplanned overdrafts have to pay any overdraft which you owe us.
8.6 If available on your account, you may also make an 8.15 If you do require an overdraft or an increase to a planned
informal request for an overdraft by giving us an overdraft, it would be in your interests to contact us to
instruction to make a payment which, if we complied discuss your borrowing requirements as it will be cheaper
with it, would make your account exceed or further for you to have a planned overdraft rather than an
exceed its overdraft limit or, if you have no planned unplanned overdraft.
overdraft, cause your account to be overdrawn or 9. Benefits packages included with certain accounts
further overdrawn. An overdraft which has not been 9.1 We may offer different benefits packages (covering
planned with us in advance is called an unplanned various insurance or other benefits) with different types
overdraft. of accounts covered by this agreement. We will tell
8.7 Whenever you make an informal request for an overdraft, you the benefits packages which are available to you
we will consider it and decide whether or not to comply when you apply for an account. These benefits may
with it. We do not have to comply with any such request, be provided by selected third party suppliers. Further
unless we have guaranteed to a third party that we would details of those suppliers and the conditions for the
make the payment requested. benefits packages (including fees for the account and any
8.8 If, on considering an informal request for an overdraft, cancellation rights) are set out in the relevant additional
we decide not to make the payment, we will inform you conditions.
of our decision by letter. 9.2 If insurance is included with your account, any money
8.9 If, at the end of any day, your account is over your we receive from you or from the insurer in relation to
such insurance will be held by us in our capacity as a bank
Key Information
overdraft limit, or, if you do not have a planned overdraft,
is overdrawn, we will charge you interest, the daily fee authorised by the FSA and not on trust for you (or as
or other fees that apply to unplanned overdrafts; please your agent if in Scotland). Such money will not be held in
see the rates and fees leaflet applicable to your account. accordance with the FSA’s client money rules and once
If you make a payment on a Saturday which takes you paid into your account is treated like any other funds held
overdrawn or over your planned overdraft limit, it will be in your account. We hold any insurance premiums we
shown on your account that day and you will be charged collect on behalf of the insurer.
daily fees from that day even though the payment is not
taken from your account until Monday.
8.10 If we grant your request for an unplanned overdraft, we
will write to you on the next working day following the
first day your account goes into an unplanned overdraft
and, if you have a Reward Current Account, Ultimate
Reward Current Account, or Current Account, as long as
your account remains in an unplanned overdraft, we will
write to you approximately every seven days. We will also
tell you about interest, any daily fees or other fees for
39
Part C – General (j) If any of you die, we can, but are not bound to, continue
10. Joint customers to act on the instructions of the remaining joint customers
in relation to any joint accounts held by you, including
10.1 If two or more of you are party to this agreement, the allowing them to withdraw any or all money from the
following terms apply: accounts and provide instructions relating to any services
(a) We can accept the instructions or signature of either or or benefits associated with the accounts.
any one of you. For example, either or any one may make 11. Authorising others to operate your accounts
a withdrawal or close your account. If you have a joint
account and you tell us that you only want us to accept 11.1 We will only accept authorisation, or any other instructions on
instructions from both, all or a set number of you (and not your account, from:
just from one of you) both or all of you must contact us. (a) you;
We may then close your account and, if we choose, offer (b) anyone who has a legal right to give us instructions (for
each of you the opportunity to open a new account in just example, your trustee if you are made bankrupt);
your name.
(c) anyone who you have authorised in writing (for example,
(b) Any one of you can replace an account or service with someone who has a power of attorney for you) as long as
another account or service covered by these general we have accepted that written authority.
conditions on behalf of all of you.
11.2 We will not be responsible for an act (or failure to act) of
(c) If any money is overdue for payment on any other account anyone you or the law authorise to operate your account, if
either of you have with us, whether in your sole name or we did not know or suspect he or she was acting dishonestly
in joint names, we may take the money you owe us out towards you.
of your account under condition 14. We will not take the
money from an account which, according to our records, 12. Changes to our interest rates, reward payments, fees and
you are holding on behalf of someone else (for example, as conditions
trustee or executor). The changes we can make
(d) Each of you is separately responsible for complying with 12.1 We can only make changes to these conditions, the special
the terms of this agreement. If any one of you does not conditions and additional conditions as set out in this
comply with the terms, we can take action against any or all condition 12.
of you alone or together. For example, we can take action to
12.2 Where we refer to “changes” in this condition we mean
recover the whole of any joint account debt from any one or
changes we know will happen, changes which have already
more of you, even if you did not know about the debt.
taken place and changes we reasonably believe will happen
(e) We may give any information about your joint account and provided that it would be fair for us to make the change for
the payments on it to any one of you, although you can ask this reason (for example because of a forthcoming regulatory
us to send you separate account statements if you live at change).
different addresses. We can act on information about you
12.3 Where we make a change for any valid reason, we will do so in
which any of you gives us.
a reasonable and proportionate manner.
(f) If one of you asks us to set up a planned overdraft on the
Changes to interest rates
account, we can provide that person with pre-contractual
information but do not need to provide it to all of you. 12.4 If you have an account that pays interest at a variable rate
which is linked to a “reference rate” (which we call a “tracker
(g) If we open an account for you jointly and you later wish to
account”), the additional conditions for your account will
take someone off, add another person to the account or
explain how the interest rates automatically track any changes
authorise someone else to operate the account, you must
in the reference rate. (A “reference rate” is a rate which is not
all apply to do so.
set by us but is publicly available so that you can find out what
(h) If we become aware of a dispute between you, we may it is and check it independently. The Bank of England bank rate
take steps to prevent any of you giving instructions or is an example of a reference interest rate.)
using the account individually until the dispute is ended. If
12.5 For accounts other than tracker accounts, we can change
you have a joint account and you tell us that you only want
interest rates as provided in this condition 12 to respond
us to accept instructions from both of you (and not just
proportionately to a change or changes in:
one of you), for example because there is a dispute you
cannot resolve, both of you must first return your cards, (a) Bank of England bank rate;
cheque books and any other items we have provided to (b) any money market rate we use to determine the rates we
you. We may then close your account and, if we choose, can offer our retail bank account customers; or
offer each of you the opportunity to open a new account
in just one name. (c) the costs to us of offering retail bank accounts to our
customers; or
(i) When this agreement ends (or your account is closed) we
may pay or transfer money we hold for you under this (d) if relevant to our interest rates “regulatory requirements”.
agreement (or in the account) to any one of you. (A “regulatory requirement” is 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.)
40
12.6 For accounts other than tracker accounts, we can also (ii) we are going to be taken over or our business is
change interest rates as provided in this condition 12 if it acquired by another bank or organisation offering
is reasonable to make the change: similar services; or
(a) because of changes in the rates of interest which (iii) any of those things has happened;
banks and other organisations offering similar and the change will make sure that our customers and
services pay to customers with similar products; or the customers of the other bank or organisation are
(b) because: treated in a similar way if they are in similar categories.
(i) we are going to take over, take control of (d) because the service is provided for us by a third party
or acquire the business of another bank or and for good commercial reasons we decide to use
organisation offering similar services; another third party or the third party who provides
(ii) we are going to be taken over or our business is the service no longer does so; or
acquired by another bank or organisation offering (e) to reflect changes in technology or security design.
similar services; or 12.12 We can also change the conditions, the special
(iii) any of those things has happened; conditions, the conditions relating to reward payments
and the change will make sure that our customers and and additional conditions for all accounts under
the customers of the other bank or organisation are condition 12.19.
treated in a similar way if they are in similar categories. 12.13 We will give you written notice of changes we make
12.7 We can also change the interest rate for accounts other under conditions 12.10 to 12.12 at least two months in
than tracker accounts under conditions 12.18 or 12.19. advance. If you do not agree to the change you can close
your account. If you notify us that you do not accept a
12.8 We can make the following changes to your interest rate change, we will take this as notification that you wish to
without giving you notice in advance either: close your account immediately.
(a) where the change is favourable to you; or Changes to fees
(b) where you have a tracker account and the change is 12.14 We can change the amounts we charge you, charge new
to track any changes in the reference rate in line with or different fees, and change the way you have to pay
the conditions for your account. fees because the change will be of benefit to you or to
We will notify you of such changes either by putting a respond proportionately to changes in:
notice in at least three national daily newspapers and in (a) the costs of providing the service or facilities
our branches, or by writing to you. available on your account, including any changes
12.9 Except where condition 12.8 applies, we will give you caused by inflation; or
written notice of any changes made under conditions (b) regulatory requirements.
12.5 to 12.7 at least two months in advance. If you do not
agree to the change you can close your account. If you 12.15 We can also change the fees for the normal running of
notify us that you do not accept a change, we will take your account under conditions 12.18 or 12.19.
this as notification that you wish to close your account 12.16 We will give you written notice of changes we make
immediately. under conditions 12.14 or 12.15 at least two months in
Changes to conditions and reward payments advance. If you do not agree to the change you can close
your account. If you notify us that you do not accept a
12.10 We can change these conditions, the special conditions, change, we will take this as notification that you wish to
the conditions relating to reward payments and close your account immediately.
additional conditions:
12.17 We may offer special services on your account. We will
(a) to respond proportionately to changes in regulatory notify you of the fees for these services at the time you
requirements; and ask to use them. We are free to change these fees at any
(b) to make improvements which are of benefit to you. time, and do not need to tell you of the change.
12.11 We can also change these conditions, the special Changes for reasons not set out in these conditions
conditions, the conditions relating to reward payments 12.18 We can also change the interest rate or fees we charge
and additional conditions if it is reasonable to make the you, or introduce new or different fees for any valid
change: reason not specified in this condition 12, as long as you
(a) because of changes in the general deposit–taking are free to end the agreement without charge or, if there
Key Information
practice of banks and other organisations offering would be a charge, if we agree to waive it.
similar services including the terms on which they 12.19 We can make any changes to these conditions, the
offer similar products or services; special conditions, the conditions relating to reward
(b) because of changes in the services and facilities payments, and additional conditions (including the
on your account (including changes due to interest rate, the margin on a tracker product or the fees
developments in the technology we use, or for we charge you, or the introduction of new or different
reasons outside our control); fees) for any other reason as long as you are free to end
the agreement without charge or, if there would be a
(c) because:
charge, if we agree to waive it.
(i) we are going to take over, take control of
or acquire the business of another bank or
organisation offering similar services and facilities;
41
13. General liability 14.3 Unless this is not permitted by our regulator or other similar
13.1 If we break this agreement: body, we can use our set-off right, where you have accounts
which you hold with another person (X) and either you or the
(a) we will not be liable for losses or costs caused by abnormal other person owe us money individually as shown below.
and unforeseeable circumstances outside our reasonable
control, which would have been unavoidable despite all
Money in account for: Set-off against money owed by:
efforts to the contrary, for example delays or failures
caused by industrial action, problems with another system You and X X
or network, mechanical breakdown or data-processing
You and X You
failures; and
(b) as this agreement is made with you as a personal customer, 14.4 We can use money you have in your accounts to pay something
we will not be liable for any business losses or costs you you owe us as described above even if there is a court decision
suffer (such as loss of business profits or opportunities). against you or you are fined (including interest arising after the
13.2 You will be liable up to £50 for any payment instruction you date of the final decision or fine), unless the court instructs us
did not give yourself unless we can prove either: otherwise, or we are otherwise prevented by law.
(a) that you have acted fraudulently in which case you will be 14.5 Occasionally we receive legal instructions or notices to hold a
liable for all payments from the account that we have been customer’s money for someone else or to pay it to someone
unable to stop; or 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
(b) that you have been grossly negligent with your card or you on your affected accounts and subtract amounts you owe
Security Details (or allowed someone else to use your card us, including any interest arising after the legal instruction
or Security Details) in which case you will be liable for all or notice, unless we decide otherwise or we are otherwise
withdrawals or payments made before you tell us that your prevented by law.
card or Security Details have been lost, stolen or could be
misused. 15. Ending this agreement or an account or service
In some cases, you will not have any liability for a payment 15.1 This agreement will continue until you or we cancel or end
instruction you did not give yourself. These include where it. If you are paying any monthly or other regular fees for an
we have failed to tell you how to report that your card account or service, the amount you pay will be limited to the
or Security Details have been lost, stolen or could be period we provide that account or service.
misused or where the unauthorised payment was made by 15.2 You may end this agreement, or an account or other service
telephone or internet. under it, at any time by writing to us, visiting one of our
If you are not liable for a payment, we will refund the branches or phoning us. Where you have not told us in writing,
amount of the payment (less the amount you are liable we may require confirmation in writing. You will also be
for, if any) and any fees or interest you paid as a result of it, treated as ending this agreement in relation to an account
and pay you any interest we would have paid you on that if you do not make a payment into the account within six
amount, and will not have any further liability to you. months of opening it.
13.3 Nothing in this agreement limits our liability for acting 15.3 We may end this agreement (or any account or service under
fraudulently or very carelessly or otherwise excludes or limits it) by writing to you and giving you two months’ notice.
our liability to the extent we are unable to exclude or limit it 15.4 We may close or suspend an account or stop providing a
by law. service if:
14. Using money between accounts (set-off) (a) you are not eligible (or no longer eligible) for an account or
14.1 If any money you owe us (for example on a loan, credit card, service; or
mortgage, overdraft or otherwise) is overdue for payment, we (b) you do not use it for 12 months. In this case, you can ask us
may use any money you have in any of your accounts with us to remove any restrictions we have applied to the account
to reduce or repay (by way of set-off or otherwise) what you or service at any time but we may need to check your
owe us. identity before we do so.
14.2 We can use our set-off right, where you have accounts which 15.5 If there have been no payments into or out of an account for 15
are only in your name. We can also use our set-off right where years (or other period specified by law) and we have lost touch
you have accounts which you hold with another person (X), with you, we may transfer any money in the account to the
and you and the other person together owe us money (for “reclaim fund” (which is a body set up to deal with unclaimed
example on a joint loan, mortgage or overdraft), as shown assets in dormant accounts). You will be entitled to reclaim any
below. money transferred, and any interest payable, from the reclaim
fund and if you ask us we can help you do this.
Money in account for: Set-off against money owed by: 15.6 If we end this agreement or stop providing an account
You only You or service, we will act in a manner we think is reasonably
appropriate for the circumstance and will try to reduce the
You only You and X inconvenience to you.
You and X You and X
42
15.7 When you or we end this agreement, any benefit, service 18.3 If you are not resident in Scotland when the conditions in
or account we provide under it will end and you must on this document first apply to you, English law will decide
our request: any legal questions about this agreement, and about
(a) repay any money you owe us, such as any overdrafts our dealings with you with a view to entering into this
and the amount of any cheques, card payments agreement. The courts of England and Wales will also be
or other payment instructions you have made and able to deal with any legal questions connected with this
which have not yet been taken out of your account; agreement.
(b) pay any fees and interest that you owe us (if you 18.4 If you are resident in Scotland when the conditions in
cancel, these will be the fees and interest applying to this document first apply to you, Scots law will decide
the period before the agreement is cancelled); and any legal questions about this agreement, and about
our dealings with you with a view to entering into this
(c) if we ask you to do so, return anything that belongs agreement. The Scottish courts will also be able to deal
to us or that we have given you, such as any cards with any legal questions connected with this agreement.
and unused cheques (cutting them up before
sending them).
Important points to note
If you or we end a service (but not the whole
agreement), you must take these steps as they apply to How to complain
that service alone. Our promise is to do our best to resolve any problem you
15.8 When your account is closed, you are responsible for have immediately. Where we can’t, we’ll ensure you know who
cancelling any direct payments (such as direct debits, is dealing with your complaint. To complain:
standing orders, if these are available on your account Visit a branch and speak to any member of the team.
and regular card payments) into or out of your account.
Call our Telephone Banking Service on 08457 25 35 19.
If someone sends a payment to your closed account, we
(Textphone 08457 32 34 36, if you have a hearing impairment.)
will take reasonable steps to return the payment to the
sender. Write to us at Halifax, PO Box 548, Leeds LS1 1WL.
15.9 If this agreement (or a service under it) ends, it will not If you’re still not happy and we can’t put things right to your
affect any legal rights or obligations which may already satisfaction, you can ask the Financial Ombudsman Service to
have arisen or any instructions already given. look at your complaint - provided you have tried to resolve
the matter directly with us first. We hope you won’t need to
15.10 When this agreement ends (or your account is closed) we
contact the Financial Ombudsman Service but if you do, we’ll
will pay or transfer money we hold for you or owe you
tell you how to do this.
under this agreement (or in the account) to you, or to any
other person you name in writing. However, we may keep How we are regulated
enough money to cover any liabilities owed to us, such as • We lend money and offer savings, insurance and other
anything you owe us under condition 15.7 or, if you have financial services to our customers.
broken this agreement, any loss of ours as a result.
• We are authorised and regulated by the Financial Services
15.11 In the event of your death, we may need to see a grant of Authority (“FSA”) for these services except lending, and
probate, certificate of confirmation or equivalent grant of licensed and regulated by the Office of Fair Trading (“OFT”),
representation before releasing money in your account for lending services.
to your personal representatives.
• We are also a member of the British Bankers’ Association.
16. Transferring rights and obligations Please see www.bba.org.uk to find out more.
You may not transfer any obligations or rights, benefits • O ur OFT licence number is 593292. You can call the OFT on
or interests under this agreement or in your accounts (or 020 7211 8608 to find out more.
income from them) or create any security over money in
your accounts in favour of someone else unless we say • We subscribe to the Lending Code; copies of the Code can
you can in writing. be obtained from www.lendingstandardsboard.org.uk
17. Not enforcing this agreement • O ur FSA Register number is 169628. To find out more about
us, see the FSA Register: www.fsa.gov.uk/register or call the
We may not always strictly enforce our rights under FSA on 0300 500 5000.
this agreement, for example we may allow you more
time to pay what you owe. If we do this, it will be just • O ur company details are Bank of Scotland plc. Registered
a temporary measure and we may enforce our rights in Scotland No. SC327000. Registered office: The Mound,
Key Information
strictly again. Edinburgh EH1 1YZ.
18. Law applying to this agreement • To find out more about our companies, see the Registrar’s
website, www.companieshouse.co.uk or call the Registrar on
18.1 General law (for example, about banking or consumer 0870 33 33 636.
protection) applies to the accounts and services
we provide you. For further information about your • O ur VAT number is 244 1555 76.
statutory rights please contact your local Trading
Standards Department or Citizens’ Advice Bureau.
18.2 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.
43
Important information about compensation arrangements Withdrawals
We are covered by the Financial Services Compensation Scheme We want to make sure that you, and only you, take money from
(FSCS). The FSCS can pay compensation to depositors if a bank is your account. So before you withdraw a large amount at one of
unable to meet its financial obligations. Most depositors - including our branches we’ll ask you for proof of your identity (ID). You can
most individuals and small businesses - are covered by the scheme. provide any of the following: DVLA driving licence, passport or
In respect of deposits, an eligible depositor is entitled to claim up to credit / debit card (another one from Halifax, Bank of Scotland or
£85,000. For joint accounts each account holder is treated as having from a different provider). Please remember to bring your ID with
a claim in respect of their share so, for a joint account held by two you. In most cases this will be enough to prove who you are and
eligible depositors, the maximum amount that could be claimed help keep your money safe.
would be £85,000 each (making a total of £170,000). The £85,000 Other information
limit relates to the combined amount in all the eligible depositor’s
accounts with the bank including their share of any joint account, •W
e will communicate with you in English.
and not to each separate account. •O
ur fees will include our delivery costs (if any) and any tax you
For further information about the scheme (including the amounts have to pay through us. You may have to pay other taxes or costs,
covered and eligibility to claim) please ask at your local branch, which you do not pay us or pay through us.
refer to the FSCS website www.FSCS.org.uk or call 020 7741 4100 or •T
he Post Office® and Post Office logo are registered trademarks of
0800 678 1100. the Post Office Ltd.
Deposits with us are held with Bank of Scotland plc. Accounts with • F or more information visit us at www.halifax.co.uk or go to any
Bank of Scotland plc include accounts with its divisions and trading Halifax branch.
names: Halifax, Intelligent Finance (IF), Birmingham Midshires (BM
•W
e will keep a copy of this agreement, which will be available from
Savings), Bank of Scotland, Bank of Scotland Private Banking, Bank
our website or on request.
of Scotland Germany, Bank of Scotland The Netherlands, Bank
of Scotland Treasury, Lloyds Bank Corporate Markets, Lloyds TSB Please contact any Halifax branch if you’d like this in Braille, large
Corporate Markets, St James’s Place Bank and St James’s Place print or on audio.
Private Bank. Some savings accounts under the AA Savings, Saga and You can contact us using RNID Typetalk on any of our telephone
Charities Aid Foundation brand names are also deposits with Bank numbers. If you need to be called back and would like us to call you
of Scotland plc. An eligible depositor’s £85,000 limit relates to the through RNID Typetalk, please tell us when you call.
combined amount in accounts under all of these names.
If you are unsure whether your account is held with Bank of
Scotland plc please check your account literature.
Advertising
• 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, www.ofcom.
org.uk telephone 020 7981 3040, textphone/fax 020 7981 3043.
• 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, www.asa.org.uk
• If you would like to find out more about the advertising codes or
the ASA, please see www.asa.org.uk, call the ASA on 020 7492 2222
(textphone 020 7242 8159), email them at enquiries@asa.org.uk
fax them on 020 7242 3696 or write to the Advertising Standards
Authority, Mid City Place, 71 High Holborn, London WC1V 6QT.
44
Reward payments,
interest and
account fees
This leaflet explains the current interest rates, reward payments and account fees. Please keep it in a safe place so you can read it
when you need to.
What can I do to keep overdraft fees as low as possible?

• Repay any overdraft as soon as you can.
• Ask us about arranging an overdraft (if your account allows you to have one) as our fees are lower for planned
overdrafts than unplanned.
• Check your available balance on the internet, by phone or through a cash machine to make sure you’ve enough money in
your account to pay everything due. The money in your account must be available to withdraw – for example, you must wait
for any cheques you’ve paid into your account to be available.
• Keep a record of any cheques you write and when they have been paid, so that you know how much money is left in your
account. Someone can pay a cheque into their account up to six months after you’ve written it.
• Check your statements and make a list of the dates of your direct debits, standing orders and other regular payments – for
example, mortgage, loan or rent.
• If a direct debit payment is due at a difficult time in the month for you – for example, just before you get paid – contact
the company and ask them if they’ll collect it at a more convenient time.
• If you have fees to pay, remember to include them in your budget.
• If you have an Ultimate Reward Current Account, Reward Current Account or Current Account and go into overdraft
in the course of a day, make sure you repay your overdraft by the end of the day to avoid paying the daily fee for that day.
Keep an eye on your balance and keep your overdraft fees as low as possible.
Direct debits, standing orders, cheques and debit cards all make life easier. Making sure you’ve enough money in your
account to cover these payments will help you to keep overdraft fees as low as possible.
If you bank online with us, you can transfer money from other accounts up to midnight to avoid daily fees or debit interest
for that day. For other amounts you pay into your account – for example, cheques or payments made at a cash machine –
you’ll need to allow time for the money to reach your account. For cheques this can take several days.
It’s easy to check your account balance. You can do it 24 hours a day online, by phone or from a cash machine. Or call into
one of our branches during normal working hours.
If you have money in your bank account (a credit balance), or pay in £1,000 or more each calendar month, we may pay either credit
interest or a reward payment depending on the type of account you have.
Key Information
45
Reward payments
If you have an Ultimate Reward Current Account or Reward Current Account and pay in £1,000 or more each calendar month, you will receive
a reward payment.
Account If you... Amount of reward payment

Ultimate Reward pay in £1,000 or more during any calendar £5. This payment is ‘net’ of income tax, which means we pay it
Current Account month, you’ll receive one reward payment the after taking off income tax at the rate set by law (currently 20%).
or Reward Current following calendar month. If you’re a higher-rate taxpayer, you may have to pay extra income
Account tax on the reward payment. (The gross amount is £6.25. This is the
amount before income tax is taken off.)
don’t pay in £1,000 in any calendar month, you None

won’t receive any reward payment for that
calendar month.
The £5 reward payment will be paid into your account before the 10th of each calendar month.
Interest we pay on credit balances

If you have a Student Current Account, Cardcash account (account holders aged 16 and 17 only) or Expresscash account, we will pay you
interest on the money in your account.
Interest paid on credit balances
AER % Gross (before tax each year) % Net (after tax each year) %
Student Current Account 0.10 0.10 0.08
Cardcash account 1.51 1.50 1.20
Expresscash account 1.51 1.50 1.20
AER stands for annual equivalent rate and shows what the interest rate would be if interest were paid and compounded each year. (In other
words, you earn interest on the money you leave in your account).
The gross rate is the rate of interest we pay before we take income tax at the rate set by law. The net rate is the interest rate
we pay after tax (currently 20%).
We will pay interest to your account between the last day of the month and the first working day of the month after that.
Interest is paid on the full amount in your account.
All interest rates are variable.
Account fees
Overdrafts
Depending on the type of account you have, we will either charge you debit interest or a daily fee for using an overdraft.
To get a planned overdraft, you must pay your salary or other regular amount into your account.
The amount we charge you for using an overdraft will depend on whether you use a planned or unplanned overdraft.
46
Monthly billing periods
We calculate the amount you pay in overdraft fees (including any returned item fees) using monthly billing periods. This applies to
all accounts and means we divide the year into monthly billing periods that differ from calendar months as they start on the day
after the first working day of the month. The last day of a monthly billing period is the first working day of the following month.
You’ll only ever pay one set of overdraft fees per monthly billing period.
We’ll give you at least 14 days’ notice before we take any fees or interest out of your account.
The table below provides examples of how monthly billing periods work:
First day of monthly billing period Last day of monthly billing period Date we take the fees from your account
2nd April 2011 3rd May 2011 1st June 2011
4th May 2011 1st June 2011 1st July 2011
2nd June 2011 1st July 2011 1st August 2011
In the above example, April’s monthly billing period starts on 2nd April because it’s the day after April’s first working day. The
monthly billing period ends on 3rd May as this is the first working day of the following month. we give you at least 14 days’ notice
before we take any fees from your account. We take the fees on 1st June.
In May, the 1st is a Sunday and the 2nd is a bank holiday. As the 3rd is the first working day, the monthly billing period starts on
the 4th. The monthly billing period ends on 1st June as this is the first working day of the following month. We give you at least
14 days’ notice before we take any fees from your account. We take the fees on 1st July.
Ultimate Reward Current Account, Reward Current Account and Current Account daily
overdraft fees
If you have a Reward Current Account, Ultimate Reward Current Account or Current Account, we will calculate any daily fees that
apply to your use of an overdraft in each monthly billing period.
Account Planned overdrafts Unplanned overdrafts
Amount of overdraft Daily fee Amount of overdraft Daily fee
Current Account Up to and including £2,500 £1 All balances £5

or Reward
Current Account Over £2,500 £2
Ultimate Reward Up to and including £300 fee free All balances £5

Current Account
From £300.01 to £2,500 £1
Over £2,500 £2
If you use a planned overdraft of £1,200, then we’ll charge you £1 a day when you use it.
If you have a planned or unplanned overdraft, your statement will show the amount of fees we’ll take from your account.
If you have to pay fees for any unplanned overdraft, we’ll also tell you about these by sending you a letter. We’ll send you regular
reminders if you continue to use an unplanned overdraft.
Key Information
47
Student Current Account, Cardcash and Easycash debit interest
Variable interest charged on overdrawn balances
Amount of planned overdraft Planned overdraft rate Unplanned overdraft rate
Student Current Account £3,000 or less Interest free 1.82% a month

(0% EAR) (24.2% EAR)
Over £3,000 0.58% a month 1.82% a month

(7.2% EAR) (24.2% EAR)
Cardcash n/a n/a 2.20% a month

(29.8% EAR)
Easycash n/a n/a 2.20% a month

(29.8% EAR)
So, if you use a planned overdraft of £1,200 the interest rate we charge will be 0% EAR variable.
For planned Student Current Account overdrafts of more than £3,000 we will charge interest at the planned rate on the whole
of the overdraft.
EAR is the equivalent annual rate. This is the actual annual interest rate for an overdraft. It doesn’t take into account fees
and charges.
There is no debit interest to pay if you are aged under 18.
Fees for Student Current Account, Cardcash and Easycash
Type of transaction Description Fee
Returned item fee A fee we charge where you do not have enough available £10
money to make a payment and we do not agree to give you or (Charged no more than 3 times a day on
extend an unplanned overdraft. In this case we Cardcash and Easycash accounts and no
will not make the payment. more than once a day on Student Current
Accounts)
Unplanned overdraft A fee we charge for every month in which you at any time have £28
monthly fee an unplanned overdraft. (Student Current Accounts only)
We will not charge Returned items fees if you are aged under 18.
If we have a valid reason, we can choose not to charge a fee that you would otherwise have to pay.
Ultimate Reward Current Account monthly fee

If you have an Ultimate Reward Current Account, there is a monthly account fee of £15 which we take from your account on the first working
day of the month. If you open a new account after the first working day of the month, that account fee will be proportionate and taken on
the first working day of the following month.
48
Fees for special services
The section below outlines the fees we can take from all accounts in different circumstances. When you request a special service,
you will be told when we will take the fee out of your account.
Fees for special services Stopped cheque (except for lost or stolen cheques) £10
Special presentation of cheque £10
Banker’s draft £20*
Bank reference £10*
Extra statement £5
CHAPS (Clearing House Automated Payment System) payment £25
Foreign drafts, foreign currency, traveller’s cheques and Please ask for details
transferring funds electronically abroad
*We do not charge these fees if you are aged under 18.
International payments into your account
International payments into your account for £100 or less

£2
(after we’ve converted the money received into your account into sterling)
International payments into your account over £100

£7
(after we’ve converted the money received into your account into sterling)
We’ll convert the money you’ve received into pounds sterling on the day we pay it into your account.
Fee-free period
If you’re a new customer and say on your application form that you’re transferring your main current account to a Reward Current
Account, Ultimate Reward Current Account or Current Account, you won’t pay any daily planned overdraft fees for three months
after opening the account. You’ll still pay cash machine charges and fees for special services.
Using cash machines

If you take money from your account using any Halifax or Bank of Scotland cash machine, we won’t charge you for
the withdrawal.
However, if you use a cash machine that isn’t a Halifax or Bank of Scotland cash machine, you may be charged by the machine
owner. If so, the machine will show you the amount and tell you that it will be taken from your account when you withdraw the
cash.
Buying goods and services in a foreign currency

If you use your debit card to withdraw cash or pay for goods and services in a currency other than sterling, the exchange rate we
use will be the Visa Reference Exchange Rate. We will charge a foreign exchange fee of 2.75% of the amount of the transaction and
a £1.50 fee for each payment or withdrawal.
Key Information
49
Bank fees
You may have to pay bank fees if:
• you do not have enough money in your account and have not agreed a planned overdraft with us, or
• the payment takes you over the limit of your planned overdraft.
The table below gives some examples of how you might use your account when you haven’t enough money in the account, and our fees if you
do so.
We developed these examples with the Office of Fair Trading and leading consumer groups to help you to think about how changing the way
you use your account can affect the amount we may charge you.
These examples are meant to show how different actions can result in different fees. They are only examples so you shouldn’t see them as
actions you might take or fees you might have to pay.
We may not allow you to use your account in the ways shown below. You should avoid going overdrawn wherever possible and you should
contact us if you need help to manage your account.
We could add other fees and interest to your account if you try to make payments when you do not have enough money.
Choose an example below which shows how you might manage your account. If you have recent bank statements, use these to help you
choose. Once you have worked out reasons why you might be charged, it could help you to avoid fees in future.
Scenarios
Reasons that you might be charged Student Cardcash Reward Current Ultimate Easycash
Current account Current Account Reward
Account Account Current
Account
1 We refuse a payment from your account because there is £10* £10* Nil Nil Nil £10*
not enough money in your account.
2 A payment from your account takes you into an unplanned £28* Nil Nil Nil Nil Nil
overdraft by less than £10.
You are overdrawn for one day during the month.
3 A payment from your account takes you into an unplanned £28* Nil £10* £10* £10* Nil
overdraft and you make another payment from the account
while you are overdrawn.
You use an unplanned overdraft for two days in a row during
the month.
overdraft, and you make nine more payments from the
account while you are overdrawn.
You use an unplanned overdraft for 10 days in a row during
the month.
overdraft. You use your overdraft for one day.
However, on three more occasions during the month, a
payment takes you into an unplanned overdraft. On each of
these occasions you use your overdraft for three days.
overdraft. You use your overdraft for 21 days in a row
during the month and you make 12 more payments from the
account while you are overdrawn.
*Please refer to the account fees table on PAGE 47-48
50
Demand and needs
statement
This page refers to the following insurance products Benefit details
included in the Ultimate Reward Current Account.
• Worldwide family multi-trip travel insurance This product meets the demands and needs of those who
wish to ensure that the insurance needs of themselves and
• Car breakdown cover their family while on holiday are met now and in the future.
Car breakdown cover
• Mobile phone insurance
This product meets the demands and needs of those who
wish to ensure that their needs for roadside assistance if their
• Home emergency cover
vehicle breaks down are met now and in the future.
• Card protection Mobile phone insurance
This product meets the demands and needs of those who
Please review the information provided to ensure we have
wish to ensure that their need for mobile phone insurance is
based your insurance on the correct information.
met now and in the future.
You have not received advice or a recommendation from
Home emergency cover
us. We do, however, ask that you read this page and all the
documents provided in the Welcome Pack very carefully to This product meets the demands and needs of those who
ensure that the insurance included in the Ultimate Reward wish to ensure that their needs for access to emergency
Current Account meets your needs. assistance for the home are met now and in the future.
We draw your attention in particular to exclusions and Card protection
conditions that apply to these policies. Please refer to the This product meets the demands and needs of those who
policy summary documents and terms and conditions for full wish to ensure that their need for card protection insurance is
details. You should read these bearing in mind your own met now and in the future.
circumstances to ensure that you fully understand what
they mean for you as an individual and anyone else insured
by the policy.
Your own circumstances are called ‘material facts’ and you
must tell us anything known to you which will increase the
likelihood that a claim might occur or increase the amount
of any potential claim. Your failure to disclose any material
facts, for example any pre-existing medical conditions you
may have, may mean your insurance will not protect you and
will not be valid.
The insurers may charge an increased premium or decline,
withdraw or restrict coverage on seeing the facts disclosed.
This is a monthly contract that starts when the initial credit is
received or account redesignation is completed. It continues
as long as any required fee is paid.
Key Information
51
Travel insurance
About Your Policy Wording same sex) with whom You are permanently cohabiting in a marriage-
like relationship together with Your children, step-children, adopted
The Insurance Contract
children and foster children who are under the age of 16 or under
If You have any queries about Your cover, You can call Us on the the age of 23 and in full time education.
number listed in the ‘Important telephone numbers’ section. Please
FirstAssist
make sure You have Your Ultimate Reward Current Account number
and Your branch sort code when You call. We want You to get the FirstAssist Insurance Services Limited. Registered Office:
most from Your policy and to do this You should: Marshall’s Court, Marshall’s Road, Sutton, Surrey SM1 4DU.
Registered No. 04617110. Authorised and regulated by the Financial
• read Your policy wording and make sure You are covered for
Services Authority.
the sort of losses/incidents You think might happen
Golf Equipment
• make sure You have declared any Pre-Existing Medical
Conditions You can do this by calling us on 08451 24 14 00 or Golf clubs, golf balls, golf bag, golf trolley, golf shoes and essential
by logging onto www.halifax.co.uk/ultimate-benefits and click clothes which You own or hire.
onto get a medical screening. Home
• make sure that You understand the exclusions and conditions Your usual permanent place of residence in the UK.
which apply to Your policy because if You do not meet these
Insurance Period
conditions it may affect any claim You make.
The period commencing on the date You open an Ultimate Reward
Remember, no policy covers everything. We do not cover certain
Current Account and ending when Your Ultimate Reward Current
things such as:
Account is closed or Your policy is cancelled, whichever is earlier.
• Pre-Existing Medical Conditions (unless additional cover
Insured Person/You/Your
is agreed in writing by Us) You can declare any pre-existing
medical conditions by calling us on 08451 24 14 00 or by The holder(s) of an Ultimate Reward Current Account and Your
logging onto www.halifax.co.uk/ultimate-benefits and click Family.
onto get a medical screening Insurer
• any Insured Person over the age of 70 years old Great Lakes Reinsurance (UK) PLC.
• children and infants for independent travel Permanent Total Disablement
• losses that We do not state are specifically covered A condition which is of a permanent and irreversible nature which
e.g. the cost of obtaining a Police report. is shown by medical evidence to be likely to continue for the
The things which are not covered by Your policy are stated: remainder of Your life and as certified by a registered medical
practitioner, to the reasonable satisfaction of Our Chief Medical
• in the ‘General exclusions applying to Your policy’
Officer, and which prevents You from engaging in any work or
• under ‘What IS NOT covered’ in each section of cover. occupation for remuneration or profit.
If We do not state that something is covered, You should assume Personal Baggage
that it is not covered.
Each of Your suitcases (or containers of a similar nature) and their
Words with special meanings contents, articles You are wearing or carrying which are owned
Throughout Your policy wording, certain words are shown in bold by any of Your Family, or for which they are legally responsible,
type. These words have special meanings which are listed below and including Valuables and keys (excluding keys to a hire vehicle).
in the ‘Legal Advice and Expenses’ section under ‘Legal Advice and Personal Money
Expenses words with special meanings’.
Cash, cheques, banker’s drafts, electronic cash pre-payment cards,
Accident(s)/Accidental postal and money orders, current postage stamps, phone cards,
A sudden, unexpected, specific, violent, external, visible event which coupons or vouchers which have a monetary value.
occurs at a single identifiable time and place. Pre-Existing Medical Condition
Colleague Anything which You would answer yes to in the medical conditions
An associate in the same employment as You in the UK, whose declarations in the ‘The insurance contract’ section under ‘You
absence from work necessitates Your stay in or return to the UK. must declare all medical conditions’ either at the time You open
Your Ultimate Reward Current Account or at the time of booking
Europe
Your Trip.
The continent of Europe west of the Ural Mountains including
Public Transport
its neighbouring islands (including the Azores, the Canary Islands,
the Republic of Ireland and Madeira) and non-European countries Train, tram, bus, coach, ferry service or airline flight operating to a
bordering the Mediterranean. published timetable.
Excess Redundant/Redundancy
The amount You pay when You make a claim which is set out in the Being made unemployed under the Employment Rights Act and
‘Policy limits and excesses’ section. This applies to each incident for have been given a notice of Redundancy and are receiving payment
each Insured Person. under the current Redundancy payments legislation and at the
time of booking the Trip You, Your travelling companion, or spouse
Family
(including a civil partner or co-habitee) had no reason to suspect
You, Your spouse, Your civil partner (as defined in Section 1 of the that they would be made Redundant.
Civil Partnership Act 2004) or the person (whether or not of the
52
Relative The Insurer
Your Family (including Your children, step-children, adopted This policy is underwritten by Great Lakes Reinsurance (UK)
children and foster children and grandchildren), Your mother, PLC. Registered in England and Wales No. 2189462. Registered
father, sister, brother, fiancé(e), grandparent, in-law, step- Office at Plantation Place, 30 Fenchurch Street, London
family or next of kin. EC3M 3AJ. Authorised and regulated by the Financial Services
Terrorist Action Authority under registration 202715. You can check this out
by visiting the FSA’s website, www.fsa.gov.uk/register, or by
The actual or threatened use of force or violence against contacting the FSA on 0845 606 1234.
persons or property, or commission of an act dangerous to
human life or property, or commission of an act that interferes Great Lakes Reinsurance (UK) PLC is a member of the
with or disrupts an electronic or communications system, Association of British Insurers (ABI) and covered by the
undertaken by any person or group, whether or not acting on Financial Ombudsman Service (FOS). The main business of the
behalf of or in connection with any organisation, government, insurer is effecting and carrying out insurance contracts.
power, authority or military force, when any of the following Our part of the insurance contract is as follows
applies: We provide the cover set out in Your policy wording.
a) the apparent intent or effect is to intimidate or coerce a Your part of the insurance contract is as follows
government or business, or to disrupt any segment of the
economy; Your policy is renewed on a monthly basis and cover will
end if;
b) the apparent intent or effect is to cause alarm, fright,
fear of danger or apprehension of public safety in one (i) Your Ultimate Reward Current Account is closed; (ii) You
or more distinct segments of the general public, or to fail to pay the monthly fee for Your account; (iii) Your account
intimidate or coerce one or more such segments; is changed to another type of account with Your account
provider; (iv) Your residential address is no longer in the UK.
c) the reasonably apparent intent or effect is to further You have the right to cancel Your policy by giving Us notice
political, ideological, religious or cultural objectives, or that You wish to cancel. We may cancel Your policy or change
to express support for (or opposition to) a philosophy, Your policy wording by giving You 30 days’ notice in writing.
ideology, religion or culture. If Your policy ends for any reason, You will not be entitled
Trip(s) to a refund of any fees and/or premium paid for the cover
The period of time (as defined under Trip Duration) spent provided under Your policy including any additional fees and/
away from Your Home on pre-booked business or leisure or premiums You have paid to cover a Pre-Existing Medical
travel. Condition.
Trip Duration Please note that it is a condition of Your policy that, at the
time of opening Your account or booking a Trip, You are
The maximum Trip Duration of up to 31 days. Trips within the not aware of any reason why a Trip should be cancelled or
UK are covered when You have pre-booked accommodation cut short and that all material facts are disclosed to Us. This
for a minimum of 3 days. means that You must tell Us about anything which may affect
UK this insurance, for example:
England, Wales, Scotland, Northern Ireland, Isle of Man and • Pre-Existing Medical Conditions affecting the health of
Channel Islands. the people travelling, or a Relative or Colleague upon
whose state of health a decision by You to cancel or cut
Valuables
short a Trip may depend
Antiques, jewellery or articles made of or containing gold,
• You taking part in activities which are particularly
silver or other precious metals, precious or semi-precious
hazardous or unusual as listed under ‘Hazardous
stones, portable audio, visual, photographic and gaming
activities’
equipment including any associated media, binoculars, furs,
laptops, mobile telephones, portable satellite navigation and • You have been or have reason to believe that You will be
watches. refused entry to the country to which You are travelling.
We/Us/Our Exclusions which apply to Your policy
FirstAssist who administer the insurance on behalf of the The exclusions which apply to all sections of Your policy
Insurer. are shown in the ‘Exclusions and conditions’ section of Your
policy.
Winter Sports Equipment
Key Information
Fraud
Skis (including bindings), snow boards (including bindings),
boots, ski poles, ice skates and essential clothes which You The contract between You and Us is based on mutual trust
own or hire. and We believe that Our policyholders are honest.
However, if anyone covered by Your policy or anyone acting
About Your insurance contract for You:
Your policy is a legal contract between You and Us.
1. Provides false information or documentation or
The laws of the UK allow both parties to choose the law withholds important information to obtain cover under
which will apply to this contract. However, unless specified Your policy for which You do not qualify; or
elsewhere in the contract, the law which applies to this
2. Provides false information or withholds important
contract is the law which applies to the part of the UK in
information to obtain cover at a reduced premium then:
which You normally live unless written agreement has been
given for another EU law to apply. If there is any disagreement, • Your policy may be void
We will use this policy wording over any other assurances or
statements, unless they are confirmed in writing and form part
of the policy.
All communication between You and Us will be in English.
53
• We may be entitled to recover from You the amount of This will confirm the new terms under which cover is provided and
any claim already paid under Your policy must be produced should You make a claim, so please keep it in a
• We will not return any fees and/or premiums paid safe place.
• We will inform the Police and criminal proceedings may We reserve the right not to extend the cover under Your policy.
follow. You must prevent loss, theft or damage
In the event that anyone covered by Your policy or anyone acting All persons covered by Your policy must take all reasonable steps
for You: to prevent loss, theft or damage to everything covered under Your
1. Makes a claim under Your policy knowing this to be false or policy.
fraudulently exaggerated in any respect or to any degree; or Failure to take reasonable steps to prevent loss, theft or damage will
2. Makes a statement in support of a claim knowing the result in a deduction from any claim payment, or may result in Your
statement to be false in any respect; or claim being declined in full.
3. Submits a document in support of a claim knowing the Hazardous activities

document to be forged, amended or false in any respect; or We provide cover for most activities provided the activity is an
4. Makes a claim in respect of any loss or damage caused by incidental part of a normal Trip.
Your/their wilful act, knowledge or connivance; or Please be aware that the following activities are NOT covered in any
5. Acts in any other manner in order to gain a financial advantage circumstances:
to which You would not otherwise be entitled; • Air travel, other than as a passenger in a fully licensed
then We: passenger carrying aircraft, but not as a pilot or co-pilot, nor
for the purpose of engaging in any trade or technical operation
• will not pay any part of the claim therein
• will at Our option cancel Your policy • any sport as a professional
• will not return any fees and/or premiums paid • any team sport where the main purpose of the Trip is to
• will inform the Police and criminal proceedings may follow. participate in that sport
Conditions which apply to Your policy • Base jumping
These are some of the conditions You must keep to as Your • Boxing, wrestling or martial arts
part of the contract. The others are shown in the ‘Exclusions and • Bullfighting and bull running
conditions’ section. If You do not keep to these conditions, We may
decline Your claim. • Bungee jumping
You must declare all medical conditions • Driving a car, van or lorry or similar form of motorised
transport unless You have the appropriate licence to do so
Your policy excludes any Pre-Existing Medical Conditions that
exist either when You open Your Ultimate Reward Current Account • Hang gliding
or when booking Your Trip. To make sure Your policy fully covers • High diving and cliff diving
You for Your Trip, it is important You tell Us when You open Your • Horse racing, eventing, hunting on horseback, polo, show
Ultimate Reward Current Account or when booking a Trip about jumping, endurance riding or rodeo
any medical condition affecting the health of the people travelling,
or a Relative or Colleague upon whose state of health a decision • Jet skiing
by You to cancel or cut short a Trip may depend. We will assess • Motor racing, motorcycle racing or sidecar racing
the condition and confirm whether Your policy can be extended to
• Mountaineering, cliff or rock climbing using ropes or guides
cover claims for that particular condition.
• Paid or voluntary manual work
Please call the Customer Helpline listed in the ‘Important telephone
numbers’ section or log onto www.halifax.co.uk/ultimate-benefits • Parachuting
and click onto get a medical screening if You or any member of • Parapenting, paraponting, parasailing and parascending (if
Your Family: unsupervised or over land)
Have during the last year: • Potholing or caving
• stayed in hospital, had surgery or seen a Specialist or • Quad biking
Consultant
• Racing in motor boats
• had, or are waiting for, any medical or blood tests
• Riding motorcycles or mopeds, unless You are wearing a crash
• been prescribed medication for the treatment of a blood helmet and the person in control of the motorcycle or moped
pressure problem and/or diabetes. is in possession of a valid full UK motorcycle driving licence
Have ever: permitting the riding of that class of motorcycle or moped
• had a stroke, heart attack or a heart related condition including • Scuba diving unless You are a qualified diver or a qualified
angina instructor accompanies You, no cover applies for a depth
greater than 30 metres or if You dive unaccompanied
• been diagnosed with, or treated for, any malignant condition or
any type of cancer • Ski racing, ski jumping, off piste skiing unless accompanied
by a qualified guide or instructor, heli-skiing, ice hockey,
• been treated for a breathing condition
bobsleighing, the use of skeletons, toboggans or luges,
• been aware of any condition that could reasonably be freestyle skiing, competitive skiing
expected to affect Your or their health during the Insurance
• Sky diving or sky surfing
Period.
• Trekking unless You are walking on designated paths and not
If We extend the cover under Your policy to include any Pre-
using specialist equipment
Existing Medical Conditions, We may charge an additional
premium and a separate written endorsement will be sent to You. • Water skiing
54
• White water rafting • written confirmation that no refund is available in
• Yacht racing, ocean going racing or sailing in international respect of privately booked accommodation and
waters. evidence of payment for that accommodation; and
Please telephone the Customer Helpline shown in the • confirmation from a medical practitioner that You or
‘Important telephone numbers’ section if You are unsure as to Your travelling companion are not fit to travel; or
whether Your intended activity is covered by Your policy. • confirmation from the Clerk of the Courts office that
Important conditions applying to Your policy: You are required for Jury Service; or
• the maximum age for cover under Your policy is 70 years • confirmation from Your employer/Your partner’s
old employer/Your travelling companion’s employer
of Redundancy and period of employment or leave
• the maximum duration for any one Trip is 31 days. We do cancelled; or
not provide cover for Trips exceeding 31 days.
• confirmation from a relevant authority that You have
• Your policy covers only persons permanently resident in been instructed to stay at/return Home; or
the UK
• a copy of a death certificate, where appropriate.
• Your policy is only valid on Trips commencing from and
returning to the UK Section 3: Personal Accident
• Your policy automatically extends to provide cover To make a claim under this section of Your policy You must
if You are unable to return Home by the end of the provide Us with:
Insurance Period due to the death, injury or illness of • Tour Operator’s booking invoice or other evidence of
You or a Public Your Trip; and
Transport delay • detailed medical report from Your consultant; or
• the maximum age for Winter Sports cover is 64 years • a copy of a death certificate, where appropriate.
• Winter Sports cover is provided up to a maximum of 24 Section 4: Personal Liability
days in total in any one calendar year To make a claim under this section of Your policy You must
• Multi Trip cover is not valid for Trips taken within the provide Us with:
UK, except when You have pre-booked accommodation • Tour Operator’s booking invoice or other evidence of
for a minimum of 3 days Your Trip; and
• Your unmarried dependent children are only covered • any claim form, summons, or other legal document as
when travelling with an adult covered under Your policy. soon as You receive them; and
Making a claim • any reasonable information or help We need to deal with
How to make a claim for any of the following: the case and Your claim.
For all claims follow these simple steps: Please note You must not negotiate, pay, settle, admit or deny
any claim without Our written agreement.
1. Find the relevant section listed below and ensure that
You have all the claims evidence We require. All claims Section 5: Travel Delay/Missed Departure
evidence must be supplied at Your own expense in its To make a claim under this section of Your policy You must
original form provide Us with:
2. Telephone the Customer Helpline listed in the ‘Important • Tour Operator’s booking invoice or other evidence of
telephone numbers’ section as soon as reasonably Your Trip; and
possible with Your Ultimate Reward Current Account
• confirmation from the carrier of the reason and duration
number and Your branch sort code.
of Your delay; or
Please remember to keep copies of all correspondence You
• confirmation from a garage/motoring organisation that
send to Us for Your future reference.
breakdown assistance was provided; or
Section 1: Medical Emergency and Repatriation Expenses
• confirmation of the delay to Public Transport from the
Section 2: Cancellation/Cutting Short Your Trip company involved; or
To make a claim under these sections of Your policy You or • confirmation from the Police (if involved) of the
anyone on Your behalf must contact the Emergency Medical circumstances giving rise to the claim.
Key Information
Assistance Helpline (see the ‘Important telephone numbers’

Section 6: Loss of Important Documents
section) as soon as possible, but within 48 hours of the event,
to authorise any expenses. To make a claim under this section of Your policy You must
provide Us with:
If You fail to contact Us prior to treatment We cannot
guarantee direct payment to the medical provider. • Tour Operator’s booking invoice or other evidence of
Your Trip; and
To make a claim under this section of Your policy You must
provide Us with: • original Police report, obtained within 24 hours of the
incident; and
• Tour Operator’s booking invoice or other evidence of
Your Trip; and • original receipts for obtaining temporary documents.
• Hospital, doctor, dentist, pharmacist receipts and all Section 7: Legal Advice and Expenses
receipts for additional expenses; and To make a claim under this section of Your policy You must
• copy of Your European Health Insurance Card (EHIC) telephone the legal assistance number listed in the ‘Important
telephone numbers’ section.
• Tour Operator’s cancellation invoice or unused flight
tickets; or
55
Section 8: Mugging Benefit
Section 9: Personal Baggage/Delayed Baggage
Section 10: Personal Money
Section 11: Winter Sports
Section 12: Golf Cover
To make a claim under any of these sections of Your policy You
must provide Us with:
• Tour Operator’s booking invoice or other evidence of Your
Trip; and
• original Police report, obtained within 24 hours of the incident;
or
• courier’s report/Property Irregularity Report (PIR) from the
carrier (this must be obtained immediately You are aware of an
incident); and
• proof of purchase (e.g. original receipts, valuations issued
prior to the loss, cash withdrawal slips and credit/debit card
statements etc.); and
• written estimate for the cost of repair or written confirmation
that the item is damaged beyond repair, where appropriate;
and
• Household Contents policy details (please note this will NOT
affect Your Household Insurance premium or No Claims
Discount); and
• a report from the resort manager or Tour Operator confirming
piste closure, where applicable; and
• details of the length of Your stay in hospital, where applicable.
Further to the claims evidence listed, You may be asked to provide
additional information to substantiate Your claim.
56
Section We will pay you up to Excess (per Insured Person)
Medical Emergency and Repatriation Expenses £10,000,000 £50
Emergency Dental Treatment £500 £50
Hospital Benefit £1,000 (£50 per day) Nil
Meal Expenses Benefit £10 per day Nil
Cancellation £5,000 £50
Cutting Short Your Trip £5,000 £50
Personal Accident
Permanent Total Disablement £25,000 (£2,500 if under 16 or over 64) Nil
Death £10,000 (£2,500 if under 16 or over 64) Nil
Personal Liability £2,000,000 £50
Travel Delay £250 (£30 for the first 12 hours and £20 for Nil
every subsequent 12 hours after that)
Missed Departure £1,000 Nil
Loss of Important Documents £600 £50
Legal Advice and Expenses £25,000 £250
Mugging Benefit £1,000 (£50 per day) Nil
Personal Baggage £1,500 £50
Single Article, Pair or Set of Articles £300 £50
Valuables £500 £50
Delayed Baggage £200 Nil
Personal Money £500 £50
Cash £300 (£50 if under 16) £50
Winter Sports
Winter Sports Equipment £500 (£100 if hired) £50
Ski Hire £300 (£20 per day) Nil
Ski Pack £400 (£200 per week) Nil
Piste Closure £300 (£30 per day) Nil
Golf Cover
Golf Equipment £1,000 £50

Key Information
Single Article £300 £50
Golf Equipment Hire £400 (£50 per day) Nil
Green Fees £200 (£50 per day) Nil
57
Section 1: Medical Emergency and • a ny in-patient, hospital, clinic or repatriation expenses
in excess of £500 which have not been reported to and
Repatriation Expenses
authorised by the Emergency Medical Assistance Helpline in
This section of Your policy explains the cover We provide for advance
medical emergency and repatriation expenses whilst on Your Trip.
• t he cost of any treatment, surgery (including exploratory tests),
Words with special meanings are printed in bold type and can be
cosmetic or elective surgery which, in the opinion of the
found in the ‘Words with special meanings’ section.
medical practitioner treating You or the Emergency Medical
What IS covered: Assistance Helpline can reasonably be delayed until You return
1. Reasonable and necessary medical and hospital expenses, Home
including the cost of the rescue service to take You to hospital; • a ny taxi fares or other transport costs incurred in obtaining
and medical treatment, unless the taxi was used for emergency
2. Returning You to the UK provided this is authorised by Us or ambulance purposes only
the Emergency Medical Assistance Helpline; and • a ny food, drinks, toiletries and faxes or phone calls other than
3. Reasonable travel and room only accommodation expenses for to the Emergency Medical Assistance Helpline telling them
a travelling companion or resident in the UK to stay with You about the problem and for which You can provide a receipt or
and travel Home with You if this is authorised by Us or the other evidence to show the cost of the call and the number
Emergency Medical Assistance Helpline; and dialled
4. Funeral expenses abroad or the cost of transporting Your body • a ny expenses that arise after We have instructed You to return
or ashes to Your Home. Home if Our medical advisers and the medical practitioner
treating You decide You are fit to travel
We will pay You up to £10,000,000:
• any expenses that arise after 12 months of treatment
• if You go into hospital or require any medical assistance;
• a ny costs arising from Your pregnancy or childbirth if the
and/or expected date of delivery is less than 12 weeks (16 weeks for a
• if You have to return Home early or extend Your Trip; or multiple pregnancy) after the end of Your Trip
• for reasonable and necessary funeral expenses abroad; or • a nything specifically excluded in the General exclusions
section of Your policy under ‘Exclusions and conditions’.
• for transporting Your body or ashes back to Your Home.
We will pay You up to £500 if: Section 2: Cancellation/Cutting Short Your Trip
• You require emergency dental treatment for the immediate This section of Your policy explains the cover We provide if You
relief of pain. cancel or cut short Your Trip. Words with special meanings are
printed in bold type and can be found in the ‘Words with special
We will pay You £50 per day (up to a maximum of £1,000) as a:
meanings’ section.
• enefit for every complete 24 hour period You are in hospital
b
Please note Cancellation cover terminates at the start of Your Trip.
or confined to Your Trip accommodation.
What IS covered:
We will pay You £10 for every 24 hour period:
1. Unused non-refundable pre-booked travel and
• towards meal expenses for the nominated person who stays/
accommodation expenses which You have paid or are
travels with You.
contracted to pay; and
Please note We may instruct You to return Home if Our medical
2. Unused non-refundable pre-booked excursions which You
advisers and the medical practitioner treating You decide that You
have paid or are contracted to pay; and
are fit to travel.
3. Reasonable additional travel and accommodation expenses
What IS NOT covered:
which You incur returning to the UK which on medical advice
• the Excess is necessary and unavoidable as a result of bullet point 1 below.
• any claim as a result of a Pre-Existing Medical Condition Please note if You are cutting short Your Trip, payments will be
that exists either at the time You open the Ultimate Reward calculated on a pro-rata basis taking into consideration unused
Current Account or at the time of booking Your Trip (unless accommodation and excursions.
terms were agreed in writing by Us)
We will pay You up to £5,000 for Your share of the cost of Your
• the cost of any treatment or surgery (including exploratory Trip as a result of:
tests) in the UK (except for Trips to the Channel Islands, where
• the death, injury or illness, as certified by a medical
NHS treatment is not available)
practitioner, of You, Your Relative or Colleague or travelling
• the cost of any medication or drugs which at the start of Your companion or a friend or Relative with whom You had
Trip You know You will need arranged to stay; or
• the cost of any treatment or surgery (including exploratory • Your attendance at a court of law as a witness or for Jury
tests) which is not directly related to the illness or injury for Service where postponement of the Jury Service has been
which You went into a hospital or clinic abroad denied by the Clerk of the Courts Office; or
• any extra costs as a result of You arranging single or private • You or Your travelling companion is a member of the Armed
room accommodation at a hospital, clinic or nursing home, Forces, Police, Ambulance, Fire or Nursing Service and
except where this is necessary for Your treatment and authorised leave is cancelled due to an unexpected emergency
approved by the Emergency Medical Assistance Helpline in or a posting overseas at the time of Your Trip; or
advance
• You or Your travelling companion are instructed to stay at
• any provision of dentures, false limbs, hearing aids, contact or Home (within 14 days of Your departure date) or return Home
corneal lenses or prescription spectacles by a relevant authority due to severe damage to Your Home
or place of business in the UK caused by serious fire, explosion,
storm, flood, subsidence or burglary; or
58
• t he Foreign & Commonwealth Office (FCO) declaring • a ny additional travel and accommodation expenses
either of the following: incurred that are not considered necessary or authorised
i) Your compulsory quarantine preventing You from by the Emergency Medical Assistance Helpline in
travelling advance
ii) Your destination is unsafe to visit and they advise • any loss of enjoyment of the Trip however caused
against all travel; or • a ny unused or refundable portion of Your original travel
• Your Redundancy or that of Your travelling companion ticket where repatriation has been made
or Your spouse (including a civil partner or co-habitee); • a ny claim as a result of Your failure to have a pre-paid
or return ticket to the UK at the start of Your Trip unless
• Your cancellation of the Trip as a result of a Travel Delay otherwise agreed by Us in writing
(Section 5) where the delay is in excess of 12 hours from • a ny costs arising from Your pregnancy or childbirth if the
the first international departure time specified in Your expected date of delivery is less than 12 weeks (16 weeks
official itinerary. for a multiple pregnancy) after the end of Your Trip
Please note We may instruct You to return Home if Our • a nything specifically excluded in the General exclusions
medical advisers and the medical practitioner treating You section of Your policy under ‘Exclusions and conditions’.
decide that You are fit to travel. Please note You cannot claim under both this section and
What IS NOT covered: Section 5: Travel Delay/Missed Departure for the same event
• the Excess or series of events.
• any claim as a result of a Pre-Existing Medical Section 3: Personal Accident

Condition that exists either at the time You open the This section of Your policy explains the cover We provide for
Ultimate Reward Current Account or at the time of a personal Accident whilst on Your Trip. Words with special
booking Your Trip (unless terms were agreed in writing meanings are printed in bold type and can be found in the
by Us) ‘Words with special meanings’ section.
• any claim as a result of Your decision to cancel/cut short What IS covered:
Your Trip for reasons other than those listed within this
section 1. Permanent Total Disablement as a result of an
Accident; or
• a ny additional expenses resulting from You not
cancelling or cutting short Your Trip as soon as 2. Permanent loss of or loss of use of one or more limbs as a
reasonably possible result of an Accident; or
• any claim as a result of Your failure to have the required 3. Permanent and complete loss of all sight in one or both
passport or visa eyes as a result of an Accident; or
• any claim as a result of the failure in provision of any 4. Death as a result of an Accident.
service connected with Your Trip including error, We will pay You £25,000 (limited to £2,500 if You are under
omission, financial failure, or default of, or by the the age of 16 years or over the age of 64 years at the time of
provider of, any service, travel agent, tour operator or the Accident) for Your:
organiser through whom You booked the Trip
• Permanent Total Disablement as a result of an
• any claim as a result of death or illness of any pet or Accident; or
animals, with exception of guide dogs
• permanent loss of or loss of use of one or more limbs as
• any claim as a result of Your disinclination to travel or a result of an Accident; or
personal or financial circumstances (other than You being
• permanent and complete loss of all sight in one or both
made Redundant)
eyes as a result of an Accident.
• any loss in respect of Air Passenger Duty (this can be
We will pay Your legal personal representative(s) £10,000
reclaimed by You through Your travel agent or airline) or
(limited to £2,500 if You are under the age of 16 years or over
credit card charges
the age of 64 years at the time of the Accident) for Your:
• any claim as a result of the death, injury or illness of any
• death as a result of an Accident.
person if their specific medical condition was known
on or before the date Your Ultimate Reward Current Please note the maximum amount of all benefits We will pay
Key Information
Account is opened or on or before the date You booked under this section for one or more Accidents sustained by
Your Trip, whichever is later You shall not exceed £25,000.
• any claim as a result of Your late arrival at the airport, What IS NOT covered:
port or station after check-in or booking-in time • any claim which does not occur within 12 months of the
• any claim as a result of the operation of law or any Accident
unlawful or criminal proceedings of anyone on whom the • any claim as a result of a business Trip within the UK
Trip depends, other than attendance as a witness at a unless You are travelling as a fare paying passenger on
Court of Law Public Transport
• any claim as a result of strike, industrial action, delays or • anything specifically excluded in the General exclusions
disruptions if the situation exists, or is publicly declared section of Your policy under ‘Exclusions and conditions’.
on or before the date Your Ultimate Reward Current
Account is opened or on or before the date You booked
Your Trip, whichever is later
59
Section 4: Personal Liability 2. Abandonment of Your Trip following a 12 hour delay at Your
first international departure point in the UK; and
This section of Your policy explains the cover We provide for
personal liability whilst on Your Trip. Words with special meanings 3. Arriving too late (as shown on Your ticket) to board Your
are printed in bold type and can be found in the ‘Words with booked transport at Your last departure point from the UK or
special meanings’ section. Your last departure point for Your return to the UK as a result
of:
What IS covered:
a) Public Transport services failing to get You to Your
1. Injury, illness, death or disease to another person that You
departure point due to strike, industrial action, adverse
cause; and
weather conditions, mechanical failure or direct
2. Loss of or damage to another person’s property that You involvement in an Accident; or
cause.
b) the private motor vehicle in which You are travelling being
We will pay You up to £2,000,000 for: directly involved in an Accident or breaking down.
• legal costs and expenses You become legally liable to pay as We will pay You £30 as a:
compensation for any incident or series of incidents; and
• benefit for the first complete 12 hours of Your delay, then
• Your costs and expenses that We have agreed in writing.
We will pay You £20 (up to a maximum of £250) as a:
Please note Our total liability under this section for any one
• benefit for every complete 12 hour delay after that; or
incident or series of incidents shall not exceed £2,000,000.
We will pay You up to £5,000 to:
You must send Us any claim form, summons or other legal
documents as soon as You receive them. You must also give Us • r efund Your share of the cost of Your Trip as a result of point
any information and help We need to deal with the case and Your 2 above (under Section 2: Cancellation/Cutting Short Your
claim. You must not negotiate, pay, settle, admit or deny any claim Trip); or
without Our written agreement. We will pay You up to £1,000 for:
What IS NOT covered: • Y
our reasonable and necessary extra travel and
• the Excess accommodation expenses (room only) to allow You to get
• any claim as a result of a business Trip within the UK unless to Your Trip destination or to return Home as a result of point 3
You are travelling as a fare paying passenger on Public opposite.
Transport
Please note for residents of the Channel Islands, Northern Ireland
• any claim arising directly or indirectly for any liability for injury, and Isle of Man, cover will also be provided for the cost of a flight or
illness, death or disease to another person or loss of or damage sea vessel journey interconnecting with the last flight or sea vessel
to another person’s property: journey from the international departure point from or to mainland
a) where indemnity is provided under any other insurance UK or other European terminal.
b) which is suffered by anyone who is under a contract of What IS NOT covered:
service with You or any member of Your Family and is • any Trips within the UK (except for Trips to the Channel
caused by the work You employ them to do Islands)
c) which is caused by any deliberate, unlawful, malicious or • a ny claim unless You have written confirmation from the
wilful act or omission by You carrier or their handling agents detailing the reason for the
d) which is made against You by a Relative delay, the scheduled departure time and the actual departure
time
e) which is caused by Your ownership, care, custody or
control of any animal • a ny additional expenses incurred as a result of a delay to
f) which falls on You by agreement and would not have done Your original scheduled departure time
if such agreement did not exist • a ny claim where the carrier or their handling agents provide
g) which is caused by Your employment, profession or alternative transport which departs within 12 hours of the
business or that of any member of Your Family original scheduled departure time
h) which is subject to any criminal proceedings • any claim as a result of the airline over booking Your flight
i) which is due to Your ownership, possession or use of • a ny claim as a result of strike or industrial action, delays or
vehicles, aircraft, watercraft, firearms or explosive devices disruptions arising from weather conditions which had started
or were publicly declared on or before the date Your Ultimate
j) which is caused by Your ownership or occupation of land
Reward Current Account is opened or on or before the date
or buildings (other than occupation only of any temporary
You booked Your Trip, whichever is later
residence, with the exception of time-share)
• a ny claim as a result of Your failure to check-in at Your
• anything specifically excluded in the General exclusions
departure point by the time shown on Your travel itinerary
except in those circumstances outlined in point 3 opposite
Section 5: Travel Delay/Missed Departure • a ny claim as a result of heavy traffic, road closures or an
This section of Your policy explains the cover We provide for travel Accident that You are not directly involved in
delay or missed departure whilst on Your Trip. Words with special • a ny claim as a result of Your failure to allow sufficient time for
meanings are printed in bold type and can be found in the ‘Words the Public Transport to arrive on schedule and deliver You to
with special meanings’ section. Your departure point
What IS covered: • a ny claim as a result of Your private motor vehicle in which
1. A delay resulting in You departing at least 12 hours after Your You are travelling not having been properly serviced and
original scheduled departure time; and maintained, in the event of vehicle breakdown
60
• a nything specifically excluded in the General exclusions cause, the Date of Occurrence is the date of the first of these
section of Your policy under ‘Exclusions and conditions’. events.
Section 6: Loss of Important Documents Representative
This section of Your policy explains the cover We provide The lawyer or other suitably qualified person who has been
for lost or stolen important documents whilst on Your Trip. appointed by Us to act for You in accordance with the terms
Words with special meanings are printed in bold type and can of this section.
be found in the ‘Words with special meanings’ section. What IS covered:
What IS covered: 1. Reasonable and necessary Costs and Expenses to claim
1. Loss or theft of Your passport; and against a third party who causes the death of or injury to
You; and
2. Loss or theft of Your driving licence; and
2. Confidential free legal advice over the phone on any
3. Loss or theft of Your travel documents. personal legal problem, if the incident occurs in or
We will pay You up to £600 for: under the laws of the member countries of the European
Union, the Isle of Man, the Channel Islands, Norway and
• a temporary replacement passport whilst on Your Trip;
Switzerland.
and
We will pay You up to £25,000 for:
• a replacement passport when You are back in the UK;
and • reasonable and necessary Costs and Expenses
• the replacement or restoration of Your driving licence We agree to provide the cover in this section as long as:
and travel documents listed above; and • any legal proceedings will be dealt with by the court or
• Your reasonable travel and accommodation expenses in other body which We agree to in the territorial limit; and
obtaining replacement documents whilst on Your Trip. • f or civil claims it is always more likely than not that You
What IS NOT covered: will recover damages (or other legal remedy which We
have agreed to) or make a successful defence.
• the Excess
The most We will pay for all claims resulting from one or more
• a ny claim for the loss or theft of items that are not kept
events arising from the same time or from the same originating
on Your person or not deposited in a safe or safety
cause is £25,000.
deposit box, or similar locked fixed receptacle in Your
Trip accommodation What IS NOT covered:
• any claim for items packed in suitcases or other similar • the Excess
Personal Baggage or in containers, which are out of • any claim as a result of death or injury which develops
sight and out of personal control where You are not in a gradually or is not caused by an Accident
position to prevent unauthorised interference with Your
property • defending Your legal rights (however defending a
counter-claim is covered)
• a ny claim for the loss of Your passport not reported
to the Police and the Consular Representative of the • any claim reported to Us more than 180 days after You
relevant issuing country within 24 hours of discovery and should have known about the insured incident
a written report is not obtained from them • any fines, penalties, compensation or damages which You
• a ny claim for the loss of Your driving licence or travel are ordered to pay by a court or other authority
documents not reported to the Police within 24 hours of • any claim as a result of an incident intentionally brought
discovery and a written report is not obtained from them about by You
• any claim for loss or damage arising from confiscation or • any claim as a result of Your alleged dishonesty or
detention by Customs or other officials alleged violent behaviour
• anything specifically excluded in the General exclusions • a ny Costs and Expenses that are incurred where
section of Your policy under ‘Exclusions and conditions’. We agree a contingency fee arrangement with the
Representative not otherwise dealt with under Section
Section 7: Legal Advice and Expenses 7
This section of Your policy explains the cover We provide for • any claim as a result of You driving a motor vehicle for
legal advice and expenses whilst on Your Trip. Words with
Key Information
which You do not have valid motor insurance
special meaning are printed in bold type and can be found in
the ‘Words with special meanings’ section and below. • any claim against Us, the Insurer or their agents
Legal Advice and Expenses words with special meanings • any Cost and Expenses incurred before Our written
acceptance of the claim
The words set out below only apply to this section of the
policy: • any claim as a result of written or verbal remarks which
damage Your reputation
Costs and Expenses
• any application for Judicial Review
a) legal costs – All reasonable and necessary costs
chargeable by the Representative on a standard basis • a ny legal action that You take which We or the
Representative have not agreed to or where You do
b) opponents’ costs – Costs incurred by opponents in civil anything that hinders Us or the Representative
cases if You have been ordered to pay them, or pay them
with Our agreement. • a ny claim as a result of deep vein thrombosis or its
symptoms that result from You travelling by air
Date of Occurrence
• any claim against a Relative
The date of the event which may lead to a claim. If there is
more than one event arising at different times from the same
61
• any claim where the General conditions applying to Section 7: All costs of resolving the disagreement must be paid by the party
Legal Advice and Expenses have not been followed whose argument is rejected.
• anything specifically excluded in the General exclusions 8. We may, at Our discretion, require You to obtain, at Your
section of Your policy under ‘Exclusions and conditions’. expense, an opinion from a lawyer or other suitably qualified
General conditions applying to Section 7: Legal Advice and person chosen by You and Us, as to the merits of a claim or
Expenses: proceedings. If the chosen person’s opinion indicates that
it is more likely than not that You will recover damages (or
1. You must: obtain any other legal remedy that We have agreed to) or make
a) take reasonable steps to keep any amount We have to pay a successful defence, We will pay the cost of obtaining the
as low as possible; and opinion.
b) send everything We ask for in writing; and 9. We will not pay any claim covered under any other policy, or
any claim that would have been covered by any other policy if
c) give Us full details in writing of any claim as soon as
this policy did not exist.
possible and give Us any information We need
10. All Acts of Parliament mentioned in Your policy include
2. a) We can take over and conduct in Your name any claim or
equivalent laws in Scotland, Northern Ireland, the Isle of Man
legal proceedings at any time; and
and the Channel Islands as the case may be.
b) We can negotiate any claim on Your behalf; and
Section 8: Mugging Benefit
c) You are free to choose a Representative (by sending Us a
suitably qualified person’s name and address) if: This section of Your policy explains the cover We provide if You
are hospitalised as a result of a mugging whilst on Your Trip. Words
i) We agree to start court proceedings and it becomes
with special meanings are printed in bold type and can be found in
necessary for a lawyer to represent Your interests in
the ‘Words with special meanings’ section.
those proceedings; or
What IS covered:
ii) there is a conflict of interest.
1. Your hospital admittance as a result of mugging.
We may choose not to accept Your choice, but only in
exceptional circumstances. If there is a disagreement over the We will pay You £50 (up to a maximum of £1,000) as a:
choice of Representative in these circumstances, You may • benefit for every complete 24 hour period You are in hospital.
choose another suitably qualified person.
What IS NOT covered:
d) in all circumstances except those in 2 c) above, We are free
• any claim if You do not obtain a Police report of the mugging
to choose a Representative
and confirmation of Your injuries and period of in-patient
e) any Representative will be appointed by Us to represent treatment from the hospital
You according to Our standard terms of appointment. The
Representative must co-operate fully with us at all times
f) We will have direct contact with the Representative
g) You must co-operate fully with Us and the Representative
Section 9: Personal Baggage/ Delayed Baggage
and must keep Us up to date with the progress of the claim This section of Your policy explains the cover We provide for Your
Personal Baggage and delayed baggage whilst on Your Trip. Words
h) You must give the Representative any instructions that
with special meanings are printed in bold type and can be found in
We require.
the ‘Words with special meanings’ section.
3. a) You must tell Us if anyone offers to settle a claim
What IS covered:
b) If You do not accept a reasonable offer to settle a claim,
1. Loss or theft of or damage to Your Personal Baggage; and
We may refuse to pay further Costs and Expenses
2. Your Personal Baggage being mislaid on Your outward
c) We may decide to pay You the amount of damages that
journey for more than 12 hours from the time You arrive at
You are claiming, or which is being claimed against You,
Your Trip destination.
instead of starting or continuing legal proceedings.
We will pay You up to £1,500 to:
4. a) You must tell the Representative to have Costs and
Expenses taxed, assessed or audited, if We ask for this • replace, reinstate or repair Your Personal Baggage.
b) You must take every step to recover Costs and Expenses Claims will be considered on a new for old basis provided the
that We have to pay, and must pay Us any Costs and item is less than 2 years old at the date of the incident and You are
Expenses that are recovered. able to provide the original purchase receipt. All other items will be
5. If the Representative refuses to continue acting for You with subject to a suitable deduction for wear and tear and depreciation
good reason or if You dismiss the Representative without or We may at Our option replace, reinstate or repair the lost, stolen
good reason, the cover We provide will end at once, unless We or damaged Personal Baggage. Please note We may not pay Your
agree to appoint another Representative. claim if You are unable to provide any original receipts, proofs
of purchase or insurance valuations (issued before the loss, theft
6. If You settle a claim or withdraw it without Our agreement,
or damage). You must retain all damaged items for inspection, if
or do not give suitable instructions to a Representative, the
required.
cover We provide will end at once and We will be entitled to
reclaim any Costs and Expenses We have paid. We will pay You up to £200 to:
7. If We and You disagree about the choice of Representative, • purchase essential toiletries, medication and clothing (in the
or about the handling of a claim, We and You can choose event of point 2 above).
another suitably qualified person to decide the matter. Both You must keep all receipts for essential purchases made and any
parties must agree to the choice of this person in writing. amount paid will be deducted from the final claim settlement under
Failing this, We will ask the president of a relevant national law this section if the items are permanently lost.
society to choose a suitably qualified person.
62
What IS NOT covered: We agree to provide the cover in this section as long as:
• the Excess • You have taken reasonable care in protecting Your
• any claim over £300 for one article, pair or set of articles Personal Money and documents against loss, theft or
which are complementary or used or worn together damage; and
• any claim over £500 in total for Valuables • ou have notified the Police within 24 hours of discovery
Y
and obtained a written report from them and enclose
• any loss or theft of Your Personal Baggage that You do this with Your claim form.
not report to the Police within 24 hours of discovery and
for which You do not get a written report from them What IS NOT covered:
• any loss or theft of or damage to Your Personal Baggage • the Excess

whilst in the custody of an airline or other carrier unless • a ny claim over £300 (£50 in respect of children under the
You report it immediately on discovery to the carrier age of 16 years) for cash
and get a written report. In the case of an airline You will • a ny loss or theft of Your Personal Money that is not on
need a Property Irregularity Report (PIR) Your person or not deposited in a safe or safety deposit
• any Winter Sports Equipment (this is covered under the box, or similar locked fixed receptacle in Your Trip
Winter Sports section) accommodation
• a ny Golf Equipment (this is covered under the Golf • a ny Personal Money packed in a suitcase or other similar
Cover section) Personal Baggage or in containers which are out of
• any loss or theft of or damage to fragile articles, contact sight and out of personal control where You are not in a
or corneal lenses, spectacles, prescription sunglasses, position to prevent unauthorised interference with Your
bicycles or business goods or samples property
• any loss or theft of or damage to sports equipment • a ny loss or damage arising from confiscation or detention
whilst in use by Customs or other officials
• any loss of or damage to Your Personal Baggage caused • a ny depreciation in value, currency changes or shortage
by normal wear and tear, gradual deterioration or caused by any error or omission
mechanical or electrical breakdown, decay, moth, vermin, • a nything specifically excluded in the General exclusions
atmospheric or climatic conditions section of Your policy under ‘Exclusions and Conditions’.
• a ny loss or theft of Your Personal Baggage left out Section 11: Winter Sports
of sight and out of personal control in public places
where You are not in a position to prevent unauthorised This section of Your policy explains the cover We provide
interference with Your property e.g. station, airport, for winter sports whilst on Your Trip. Words with special
restaurant, beach, etc. meanings are printed in bold type and can be found in the
‘Words with special meanings’ section.
• any loss or theft of or damage to Your Valuables unless
they are at all times attended by You, or left in hotel Cover is provided under this section (up to a maximum of 24
security, safety deposit box, safe or similar locked fixed days in total in any one calendar year) whilst You are on a Trip
receptacle which includes skiing, snowboarding, or participating in any
snow or ice activities including off-piste skiing (provided You
• any loss or theft of Your Personal Baggage or Valuables are accompanied by a qualified ski instructor who holds the
from an unattended vehicle unless between the hours of appropriate liability insurance and that there are no avalanche
09:00 and 21:00 and locked in the boot, covered luggage warnings current).
area or locked glove compartment and following physical
evidence of forcible entry and reported to the Police What IS covered:
within 24 hours of discovery and a written report is 1. Loss or theft of or damage to Your Winter Sports
obtained from them Equipment; and
• any loss of or damage to Your Valuables (other than 2. Your hire of Winter Sports Equipment if required as a
wedding rings) while You are swimming result of point 1 above; and
• any loss or theft of Your Personal Baggage left in 3. Your hire of Winter Sports Equipment if required as
the custody of a person who does not have official a result of the misdirection or delay on Your outward
responsibility for the safekeeping of the property journey of Your Winter Sports Equipment for more
than 12 hours; and
Key Information
• any delayed baggage claim without a proof of purchase
• anything specifically excluded in the General exclusions 4. Reimbursement of any unused ski pack, ski hire or tuition
section of Your policy under ‘Exclusions and conditions’. fees as a result of Your Accident or sickness; and
5. Loss or theft of Your ski pass; and
Section 10: Personal Money
6. Piste closure, if You are unable to ski for a continuous
This section of Your policy explains the cover We provide period in excess of 12 hours as a result of:
for Your Personal Money whilst on Your Trip. Words with
special meanings are printed in bold type and can be found in • lack of snowfall
the ‘Words with special meanings’ section. • excessive snowfall
What IS covered: • bad weather.
1. Loss or theft of Your Personal Money We will pay You up to £500 (£100 if Winter Sports
We will pay You up to £500 to: Equipment is hired) to:
• reimburse Your Personal Money • r eplace, reinstate or repair Your Winter Sports
Equipment.
63
Claims will be considered on a new for old basis provided the item • a ny loss or theft of Your Winter Sports Equipment or ski
is less than 2 years old at the date of the incident and You are able pass left in the custody of a person who does not have official
to provide the original purchase receipt. All other items will be responsibility for the safekeeping of the property
subject to a suitable deduction for wear and tear and depreciation • any claim that is not confirmed as medically necessary by the
or We may at Our option replace, reinstate or repair the lost, stolen Emergency Medical Assistance Helpline and where a medical
or damaged Winter Sports Equipment. Please note We may not certificate has not been obtained from the attending medical
pay Your claim if You are unable to provide any original receipts, practitioner confirming that You are unable to ski and unable
proofs of purchase or insurance valuations (issued before the loss, to use the ski pack facilities
theft or damage). You must retain all damaged items for inspection,
if required. • any claim as a result of piste closure which is not substantiated
by a report from the resort management or Your tour operator
We will pay You £20 per day (up to a maximum of £300) for:
• a ny claim as a result of piste closure which was known to You
• Your hire of Winter Sports Equipment in relation to points 2 on or before the date Your Ultimate Reward CurrentAccount
and 3 above. is opened or on or before the date You booked Your Trip,
We will pay You up to £200 per 7 day period (up to a maximum of whichever is earlier
£400) to: • anything specifically excluded in the General exclusions
• r eimburse You the proportionate value of any unused ski pack section of Your policy under ‘Exclusions and conditions’.
in relation to points 4 and 5 above.
Section 12: Golf Cover
We will pay You £30 per day (up to a maximum of £300):
This section of Your policy explains the cover We provide for golf
• as a benefit in relation to point 6 above; or Trips. Words with special meanings are printed in bold type and can
• t owards transportation costs to travel to an alternative site in be found in the ‘Words with special meanings’ section.
relation to point 6 above. What IS covered:
What IS NOT covered: 1. Loss or theft of or damage to Your Golf Equipment; and
• the Excess 2. The cost of hiring Golf Equipment; and
• any claim as a result of participation in off-piste skiing whereby 3. The loss of pre-booked and non-refundable green fees.
You are not accompanied by a qualified ski instructor who
holds the appropriate liability insurance We will pay You up to £1,000 to:
• any claim as a result of participation in winter sports activities • r eplace, reinstate or repair Your Golf Equipment which is lost,
when avalanche warnings are current stolen or damaged.
• any claim as a result of participation in winter sports activities Claims will be considered on a new for old basis provided the item is
undertaken in the UK and in Europe outside the period from less than 2 years old at the date of the incident and You are able to
15th December to 15th April in relation to point 6 provide the original purchase receipt. All other items will be subject
to a suitable deduction for wear and tear and depreciation or We
• any loss or theft of or damage to Your Winter Sports may at Our option replace, reinstate or repair the lost, stolen or
Equipment whilst in use damaged Golf Equipment. Please note We may not pay Your claim
• any loss of or damage to Your Winter Sports Equipment if You are unable to provide any original receipts, proofs of purchase
arising from confiscation or detention by Customs or other or insurance valuations (issued before the loss, theft or damage).
officials You must retain all damaged items for inspection, if required.
• any loss of or damage to Your Winter Sports Equipment We will pay you up to £50 per day (up to a maximum of £400) to:
caused by normal wear and tear, gradual deterioration or • c over the cost of hiring Golf Equipment in the event Your
mechanical or electrical breakdown, decay, moth, vermin, Golf Equipment is lost, stolen or delayed on Your outward
atmospheric or climatic conditions journey for over 12 hours from the time You arrived at Your
• any loss or theft of or damage to Your Winter Sports Trip destination
Equipment whilst in the custody of an airline or other carrier You must keep all receipts for the hire of Golf Equipment and
unless You report it immediately on discovery to the carrier enclose them with Your claim form.
and get a written report. In the case of an airline You will need
a Property Irregularity Report (PIR) We will pay You up to £40 per day (up to a maximum of £200) for:
• any loss or theft of Your Winter Sports Equipment or ski • the loss of pre-booked and non-refundable green fees if
pass that you do not report to the Police within 24 hours of the pre-booked course at Your Trip destination becomes
discovery and for which You do not get a written report from unplayable due to adverse weather conditions.
them What IS NOT covered:
• any loss or theft of Your Winter Sports Equipment or ski • the Excess
pass left out of sight and out of personal control in public
• any claim over £300 for any one article
places where You are not in a position to prevent unauthorised
interference with Your property e.g. station, airport, restaurant • any claim as a result of Your disinclination to play
etc. • any loss or theft of or damage to Your Golf Equipment whilst
• any loss or theft of Your Winter Sports Equipment or ski in use
pass from an unattended vehicle unless between the hours of • any loss or theft of Your Golf Equipment that You do not
09:00 and 21:00 whereby Your Winter Sports Equipment was report to the Police within 24 hours of discovery and for which
secured within a purpose built and locked container fastened You do not get a written report from them
to the exterior of the vehicle and following physical evidence
of forcible entry and reported to the Police within 24 hours of
discovery and a written report is obtained from them
64
• a ny loss or theft of or damage to Your Golf Equipment You supply on a claim, together with information You
whilst in the custody of an airline or other carrier unless have supplied at inception of Your policy and other
You report it immediately on discovery to the carrier information relating to a claim, may be provided to
and get a written report. In the case of an airline You will the register participants; and
need a Property Irregularity Report (PIR) • t ake over and act in Your name in the defence or
• a ny loss of or damage to Your Golf Equipment caused settlement of any claim made under Your policy; and
by normal wear and tear, gradual deterioration or • t ake proceedings in Your name but at Our expense to
mechanical or electrical breakdown, decay, moth, vermin, recover for Our benefit the amount of any payment
atmospheric or climatic conditions made under Your policy; and
• any loss or theft of Your Golf Equipment left out of • o
btain information from Your medical records (with
sight and out of personal control in public places where Your permission) for the purpose of dealing with any
You are not in a position to prevent unauthorised
interference with Your property e.g. station, airport, cancellation or medical claims. No personal information will
clubhouse etc. be disclosed to any third party without Your prior approval.
• any loss or theft of Your Golf Equipment from an 9. We will not pay You more than the amounts shown in
unattended vehicle unless between the hours of 09:00 the policy limits and excesses section per Trip.
and 21:00 and locked in the boot or covered luggage area 10. You agree that We only have to pay a proportionate
and following physical evidence of forcible entry and amount of any claim where there is another insurance
reported to the Police within 24 hours of discovery and a policy in force covering the same risk. You must give Us
written report is obtained from them details of such other insurance.
• any loss or theft of Your Golf Equipment left in General exclusions applying to Your policy
the custody of a person who does not have official
Your policy does not cover You for any claim directly or
responsibility for the safekeeping of the property
indirectly resulting from any of the following:
1. Any Pre-Existing Medical Condition (unless terms are
agreed in writing by Us).
Exclusions and conditions 2. Your failure to obtain any recommended vaccines,
General conditions applying to Your policy inoculations or medications prior to Your Trip.
1. We may cancel Your policy at anytime by giving You 30 3. You travelling against the advice of a medical
days’ notice in writing to Your last known address. practitioner or for the purpose of having medical
treatment on the Trip.
2. We promise to act in good faith in all Our dealings with
You. 4. You or Your travelling companion having received
a terminal prognosis, unless in respect of Section 2:
3. We may not pay Your claim if You do not:
Cancellation/Cutting Short Your Trip the terminal
• t ake all possible care to safeguard against Accident, prognosis was received after the date of booking the
injury, loss, damage or theft; and Trip.
• g ive Us full details of any incident which may result 5. War, Terrorist Action (except under Section 3 –
in a claim under Your policy as soon as is reasonably Personal Accident), invasion, act of foreign enemy,
possible; and hostilities (whether or not war has been declared), civil
• p
ass on to Us every claim form, summons, legal war, rebellion, military or usurped power, riot or civil
process, legal document or other communication in commotion, or if You have deliberately put yourself in
connection with the claim; and danger. This exclusion does not apply for claims made
under Section 1: Medical Emergency and Repatriation
• p
rovide all information and assistance that We may Expenses.
reasonably require at Your expense (including, where
necessary, medical certification and details of Your 6. A material fact that You fail to disclose to Us before
household insurance). opening Your Ultimate Reward Current Account.
4. You must not admit liability for any event, or offer to 7. Any travel undertaken against Foreign & Commonwealth
make any payment, without Our prior written consent. Office (FCO) advice or where it is deemed unsafe for You
to travel. If You are unsure please contact them on 0845
5. The terms of Your policy can only be changed if We 850 2829 or www.fco.gov.uk/knowbeforeyougo
Key Information
agree.
8. Ionising radiations or contamination by radioactivity
We may require You to pay an additional premium before from any nuclear fuel or any nuclear waste from the
making a change to Your policy. combustion of nuclear fuel, or the radioactive toxic
6. You must be registered with a UK General Practitioner explosive or other hazardous properties of any explosive
and have Your main place of work in the UK. nuclear machinery or parts.
7. You must start each Trip from Your Home or place of 9. Pressure waves caused by aircraft and other aerial devices
business in the UK and return to Your Home or place travelling at sonic or supersonic speeds.
of business in the UK at the end of each Trip, within the 10. Confiscation or destruction of property by any Customs,
permitted Trip Duration, unless otherwise agreed by Us. Government or other Authority of any country.
8. You agree that We can: 11. Engaging in hazardous activities which are not accepted
ake Your policy void where any claim is found to be
• m in writing by Us.
fraudulent; and 12. Wilfully self-inflicted injury or illness or solvent abuse.
• s hare information with other insurers to prevent
fraudulent claims via a register of claims. A list of
participants is available on request. Any information
65
13. The misuse of alcohol or You being under the influence of Complaints procedure
alcohol or drugs (except those prescribed by Your registered
Although We aim to please, We want You to tell Us if You have
medical practitioner, but not when prescribed for the
problems.
treatment of drug addiction).
Action You can take.
14. Your suicide or attempted suicide or putting yourself at risk
unless You are attempting to save a human life. First contact:
Customer Services Department
15. Any dishonest, malicious or criminal act committed by You
URCA Travel
or any person with whom You are in collusion, or insurance
1 Drake Circus
arranged in circumstances where a claim might reasonably be
Plymouth PL1 1QH
anticipated.
Or if it involves a claim:
16. You choosing to extend Your Trip beyond the permitted Trip
The Claims Manager
Duration.
URCA Travel Claims
17. Claims, other than under Section 1: Medical Emergency and PO Box 1037
Repatriation Expenses and Section 3: Personal Accident, for Oakleigh House
any actual or anticipated failure of any computer or electronic Cardiff CF11 1HU
device, or component or system or embedded programming
If this does not settle the matter, You can write to:
or software (whether or not belonging to You or in Your
Customer Relations Office
possession).
FirstAssist Insurance Services
18. Psychiatric disorders, depression, anxiety, stress or phobias. 1 Drake Circus
19. You working overseas in full time manual work, electrical and Plymouth PL1 1QH
construction work involving buildings in excess of two storeys, Telephone: 0845 071 9069
and any occupation involving heavy lifting. Fax: 01752 258564
20. Any losses that are not directly associated with the incident If You are still not happy, contact the Financial Ombudsman Service
that caused You to claim. For example, loss of earnings due at:
to being unable to return to work following injury or illness Insurance Division
happening while on a Trip or the cost of replacing locks in the Financial Ombudsman Service
event that keys are lost while on a Trip. South Quay Plaza
21. Any amount recoverable from any other source. 183 Marsh Wall
London E14 9SR
United Kingdom
If You make a complaint, it will not affect Your right to take legal
action. A copy of Our detailed complaints procedures is available
on request.
66
Important telephone numbers Your personal and sensitive data may also be shared with the
underwriter of Our insurance products. It may be necessary
Customer helplines
to pass Your personal and sensitive data to other companies
You will need to have Your Ultimate Reward Current Account for processing on Our behalf. Some of these companies may
number and Your branch sort code available whenever You be based outside Europe in countries which may not have the
contact any helpline. laws to protect Your personal data, but in all cases We will
Customer Helpline for claims, amendments or general ensure that it is kept securely and only used for the purposes
information for which it was provided.
08451 24 14 00 Inaccurate data
Emergency Medical Assistance Helpline If You believe that We are holding inaccurate information
+44(0) 208 763 4826 for all Trips about You, please contact the team responsible for
Email contact: An online new case notification form is administering Your policy and they will be happy to correct
available on the FirstAssist website www.firstassist.co.uk. any errors.
Click on Assistance Services and then Claims information. Telephone calls
Legal assistance Please note that for Our mutual protection telephone calls to
0870 850 4840 FirstAssist may be monitored and/or recorded.
from overseas: +44(0) 1455 255 136 Fraud prevention, detection and claims history
FSA consumer helpline In order to prevent and detect fraud We may at any time:
0845 606 1234
• S hare information about You with other organisations
Data Protection Notice and public bodies including the Police;
Introduction • heck and/or file Your details with fraud prevention

C
agencies and databases, and if You give us false or
Please make sure that You read and understand this Data inaccurate information and We suspect fraud, We will
Protection notice as it explains to You what We will do record this.
with the information that You give Us. If You apply for Our
products and/or services it is highly likely that We will need We and other organisations may also search these agencies
both personal and sensitive data about Yourself and anyone and databases to;
else who is covered by the application form in order to - Help make decisions about the provision and
administer the insurance policy and any claims which may administration of insurance, credit and related services
arise. for You and members of Your household;
You should show this notice to any other person covered - Trace debtors or beneficiaries, recover debt, prevent
under Your insurance policy. If Your application includes fraud and to manage Your accounts or insurance policies;
other individuals We will assume that they have given their
- Check Your identity to prevent money laundering, unless
consent to You for You to give their information to Us.
You furnish us with other satisfactory proof of identity;
Protection of your personal data
- Undertake credit searches and additional fraud searches.
The security of Your personal information is very important
We can supply on request further details of the databases We
to Us and We are compliant with all current data protection
access or contribute to.
legislation. All personal information that You supply to us
either in respect of Yourself or other individuals in connection
with Our products and/or services will be treated in
confidence by us and will be held by us for the purpose of
providing and administering Our products and services. This
may involve the collection and processing of sensitive data (as
defined in the Data Protection Act 1998) and if You complete
an application form for Our products and/or services You will
be giving Your consent to such information being processed
by us (which may include other companies within the
FirstAssist Group) or Our agents.
Key Information
67
aa breakdown cover
AA Breakdown Cover and Accident General Terms and Conditions (see pages 68-74):
Management Cover Policy Summary • A
ssistance is not available following a breakdown or accident
attended by the police or other emergency service, until the
This AA Breakdown Cover policy has been provided to you in order
vehicle’s removal is authorised. If the police insist on recovery
to meet your breakdown needs.
by a third party, the cost must be met by you.
Summary of Cover
• N
o recovery (including a local tow) is available following an
This policy summary provides you with basic details of your accident.
AA Breakdown Cover and Accident Management Cover which
• T
ransport of any animal is discretionary, and horses and
provides assistance in connection with your Halifax Ultimate
livestock will not be recovered.
Reward Current Account. The AA Breakdown Cover detailed here
is available in the United Kingdom, the Channel Islands and the Isle • R
outine maintenance, running repairs, the cost of spare parts,
of Man and is provided by the Automobile Association Limited (the fuel, oil, keys, specialist lifting equipment, garage or other
“AA”) unless otherwise stated. Please note that whilst most of the labour required to repair your vehicle are excluded, as is the
Terms & Conditions relating to AA Breakdown Cover apply to all provision of service on private property without the relevant
Channel Islands & Isle of Man customers, there are some variations permission.
depending on the type of cover you have purchased. • S ervice is discretionary where it is requested to deal with the
Please note this is not a statement of the full Terms and Conditions, same or a similar fault or cause of breakdown to that attended
which can be found in the ‘AA Breakdown Cover Policy’ section in regard to the same vehicle within the preceding 28 days.
of this booklet, and which should be read in conjunction with this • T
he customer must be with the vehicle at the times of
summary. Your cover runs concurrently with, subject always to the breakdown and assistance. A valid Halifax Ultimate Reward
terms of, your Halifax Ultimate Reward Current Account. If your Current Account debit card and some other form of
Halifax Ultimate Reward Current Account is terminated your rights identification must be produced. Service will be refused
to service from the AA also cease immediately. and may be cancelled if anyone behaves in an abusive or
1. What are the main features/benefits of AA Breakdown threatening manner, or if the AA is owed money.
Cover and Accident Management Cover? Replacement vehicle (see page 73):
Roadside Assistance • A
ny car hire that may be arranged for a customer will be
• ssistance at the roadside if you are broken down more than ¼
A subject to the hirer’s Terms & Conditions.
mile from home. Service control (see page 72):
• ow to the AA’s choice of relevant local repairer for you, your
T • P lease note that further premiums may be requested if the
vehicle and up to 7 passengers if the AA is unable to fix your maximum number of call-outs is exceeded.
vehicle at the roadside.
Full details of the restrictions which apply to AA Accident
Home Start Management can be found within the Terms & Conditions booklet,
• Provides the benefits outlined under ‘Roadside Assistance’, however the key restrictions are:
if you breakdown at or within 1/4 mile from home. Available • v ehicle must be less than 5 years old.
24 hours after opening your Halifax Ultimate Reward Current
• a fully comprehensive motor insurance policy must be held.
Account.
If the above criteria is not met, Accident Management can offer
Accident Management (Underwritten by Acromas Insurance
assistance and advice based on your circumstances.
Company Limited) – Assists in arranging the repair, recovery and
claim processing for vehicles following an accident or vandalism 3. What if I want to cancel my AA Breakdown Cover/Accident
where you are claiming under your motor insurance. Management Cover?
2. Are there any significant exclusions or limitations to my AA You have the right to cancel your AA Breakdown Cover but please
Breakdown Cover and Accident note that as this cover has been provided as an integral part of your
Halifax Ultimate Reward Current Account no refund is available.
Management Cover?
Cancellation/closure of your Halifax Ultimate Reward Current
Full details of the restrictions which apply to AA Breakdown Cover Account will mean that your rights to service from the AA will cease
can be found within the Terms & Conditions booklet, however the immediately.
key restrictions are:
4. What if I need to make a call-out?
Where cover is available
If you require Breakdown Assistance in the UK, call: 08000 51 22 48
• Service is only available within the UK, Channel Islands and Isle
For Accident Management, call: 0800 591 293
of Man.
Customers calling from the Isle of Man may need to add a ’19’ prefix.
Vehicle specifications (see page 69):
Similarly customers calling from the Channel Islands may need to
• Service is only available to customers travelling in a car, van, remove the ‘0’ from the beginning. You will need to quote your
minibus or motorcycle which complies with the stated max Halifax Ultimate Reward Current Account sort code and account
weight restrictions of 3.5 tonnes and max width restriction of number as well as your vehicle registration and details of the
7ft 6in (2.3m). breakdown.
68
5. What if I need to make a complaint about AA relevant breakdown or accident provided always that any such
Breakdown Cover/Accident Management? vehicle meets the vehicle specifications set out below.
If you wish to register a complaint, please make contact: AA Breakdown Cover Policy
By phone: 0844 209 0556 Your AA Breakdown Cover includes:
In writing: Customer Care, AA, Lambert House, Stockport • breakdowns either at home or on the road
Road, Cheadle, Cheshire SK8 2DY.
• recovery for You and Your Vehicle to the nearest garage
By email: customersupport@theAA.com or other local destination of Your choice provided it is
If your complaint is about cover underwritten by Acromas no further
Insurance Company Limited and it is not settled, you may be • cover for You in any Vehicle (within the specified limits),
entitled to refer it to the Financial Ombudsman Service at as driver or passenger
Insurance Division Financial Ombudsman Service, South Quay
Plaza, 183 Marsh Lane, London E14 9SR. Telephone: 0845 080 • if You have a joint Ultimate Reward Current Account,
1800 or email: complaint.info@financial-ombudsman.org.uk. both You and the person You hold your account with are
covered as a driver or passenger in any Vehicle
6. Is AA Breakdown Cover covered by the Financial
Services Compensation Scheme (FSCS)? • A A Accident Management – a service that helps You deal
with the inconvenience that can follow any accident or
Acromas Insurance Company Limited (AICL), only, is covered act of vandalism.
by the FSCS. You may be entitled to compensation from the
scheme if AICL cannot meet its obligations. This depends Vehicle specifications
on the type of business and the circumstances of the Breakdown Assistance is only available for cars, vans,
claim. Further information about compensation scheme minibuses or motorcycles which meet the specifications set
arrangements is available from the FSCS at www.fscs.org.uk or out below. Please note that “car, van, minibus or motorcycle”
telephone 0207 892 7300. does not include, amongst other things, electric pavement
vehicles, electrical wheelchairs, bicycles (including electric
AA Breakdown Cover and Accident bicycles), any Vehicle which cannot lawfully be used on the
Management Cover Terms and Conditions public highway and/or any non-motorised vehicle.
Definition of words and phrases used in this policy • Maximum Vehicle Weight: 3.5 tonnes (3,500kg) gross
Some common terms are used to make this Policy easier to vehicle weight
understand. Wherever the following words or phrases appear • Maximum Vehicle Width: 7ft 6in (2.3m)
they will always have the meaning set out below.
Assistance will also be provided for a caravan or trailer which
‘AA’ means the relevant insurer of the breakdown cover being was on tow at the time of the Breakdown, provided that it falls
The Automobile Association Limited for Roadside Assistance within the above limits.
and Acromas Insurance Company Limited for Accident
Management or either or both of those insurer(s), as the Service Descriptions – What is covered and
context requires or allows. what is not covered
‘Breakdown’ means an event – Roadside Assistance
(a) which causes the driver of the relevant vehicle to be Provided by The Automobile Association Limited
unable to start a journey in the vehicle or involuntarily
What is covered for UK customers
brings the vehicle to a halt on a journey because of some
malfunction of the vehicle or failure of it to function, and • oadside Assistance is available if Your Vehicle is
R
stranded on the highway more than a quarter of a
(b) after which the journey cannot reasonably be
mile from the Customer’s Home Address following a
commenced or continued in the relevant vehicle;
Breakdown or accident.
provided always that any part or other failure shall not be
• If, following a Breakdown, a Patrol or appointed agent
considered to be a breakdown unless it results in the vehicle
cannot fix Your Vehicle within a reasonable time it,
not working as a whole.
together with the driver and up to a maximum of seven
‘Customer’ means the person to whom the breakdown cover passengers, will be taken to the AA’s choice of relevant
documentation is addressed and who has been given cover. local repairer or to a local destination of Your choice,
Please note: Any contract for Breakdown Cover is between provided it is no further.
Key Information
the person to whom the cover documentation is addressed • The AA will make a telephone call at Your request
and who has purchased or been given cover and the AA and following a Breakdown.
not, between the AA and any person nominated as a Joint
• P lease note that any contract for repair, other than
account holder.
repairs carried out by the AA or its agent at the roadside
‘Resident Island’ means whichever of the Channel Islands or under Your AA Breakdown Cover, is between the person
Isle of Man is the island on which the customer permanently requesting the repair and the repairer – it is not the
resides. AA’s responsibility to instruct the repairer to undertake
‘Customer’s Home Address’ means the address which the any work required or to pay them for it. The AA does
not guarantee that any recovery to an appropriate
AA has recorded as the home address of the customer at the local repairer will be within the opening hours of the
time of the relevant breakdown or accident. repairer, or that the repairer will be immediately available
‘You’, ‘Your’ means the customer and/or if the context to undertake any required repair. Whilst the AA will
requires, any Joint account holder who has been nominated endeavour to check that the chosen repairer carries
by that person. out the type of repair work required, this cannot be
guaranteed and the AA does not provide any assurance
‘Your Vehicle’ means the vehicle which the customer or any
or warranty with respect to any work carried out at Your
Joint account holder is you are travelling in at the time of the
request by any third party repairer.
69
What is covered for Channel Island & Isle of Man customers Home Start
• Roadside Assistance is available to You in the UK and on Your Provided by The Automobile Association Limited.
Resident Island (for Channel Island residents this will include
What is covered.
both Jersey and Guernsey) if Your Vehicle is stranded on the
highway more than a quarter of a mile from the Customer’s Home Start is available only if You opened a Halifax Ultimate
Home Address following a Breakdown or accident; Reward Current Account at least 24 hours before the Breakdown
occurred.
• If, following a Breakdown, a Patrol or appointed agent cannot
fix Your Vehicle within a reasonable time, it, together with the Provides access to the same service as is available under ‘Roadside
driver and up to a maximum of seven passengers, will; Assistance’, following a Breakdown or accident at or within a quarter
of a mile of the Customer’s Home Address.
a) following a Breakdown in the UK or, for Channel Island
residents only, in whichever of Jersey or Guernsey is What is not covered.
not Your Resident Island, be taken to the AA’s choice All things excluded under ‘Roadside Assistance’ ‘What is not
of relevant local repairer or, alternatively, to a local covered’ above.
destination of Your choice, provided it is no further, and
b) following a Breakdown on Your Resident Island, be taken General Terms and Conditions – AA Breakdown
together with the driver and up to a maximum of seven Cover
passengers (see General Terms & Conditions, clause 1g) General exclusions
to a single destination of Your choice on the customer’s
Resident Island. If there are more people than the maximum 1. AA Breakdown Cover does not provide for:
allowed, the AA will seek to arrange, but will not pay for, a. Any vehicle servicing or re-assembly
their onward transportation.
For example, where this is required as a result of neglect or
• The AA will make a telephone call at Your request following a unsuccessful work on the Vehicle (including, but not limited to,
Breakdown. DIY Vehicle maintenance), other than that on the part of the
• Please note that any contract for repair, other than repairs AA or its agents;
carried out by the AA or its agent at the roadside under Your b. Garage labour costs
AA Breakdown Cover, is between the person requesting the
The cost of garage or other labour required to repair Your
repair and the repairer – it is not the AA’s responsibility to
Vehicle, other than that provided by the AA or its agents at the
instruct the repairer to undertake any work required or to pay
scene of the Breakdown or accident;
them for it. The AA does not guarantee that any recovery to
an relevant local repairer will be within the opening hours of c. Fuel draining
the repairer, or that the repairer will be immediately available Any costs of draining or removing fuel, lubricants or other
to undertake any required repair. Whilst the AA will endeavour fluids as a result of the introduction of an inappropriate
to check that the chosen repairer carries out the type of repair substance. The AA will arrange for Your Vehicle, the driver and
work required, this cannot be guaranteed and the AA does not up to 7 passengers to be taken to the AA’s choice of relevant
provide any assurance or warranty with respect to any work local repairer or another appropriate location of Your choice,
carried out at Your request by any third party repairer. provided no further, You will have to pay for any work required;
What is not covered d. Failure to carry a serviceable spare
• The cost of spare parts, fuel, oil, keys or other materials Any additional charges resulting from Your failure to carry a
required to repair Your Vehicle or any supplier delivery or call legal and serviceable spare wheel or tyre, except where this is
out charges related to these items; not provided as manufacturers standard equipment. The AA
• The cost of any labour, other than that provided by the AA or will endeavour to arrange on Your behalf, but will not pay for,
its agents under Your AA cover at the scene of the Breakdown assistance from a third party;
or accident; e. Vehicle storage
• Any additional transport or other costs that You might incur Having Your Vehicle stored or guarded in Your absence;
or any incidental expenses that may arise during a recovery.
The AA cannot accept any costs for passengers who do not f. Vehicles on private property
accompany Your Vehicle while it is being recovered; The provision of service when Your Vehicle is on private
• Routine maintenance and running repairs e.g. radios, interior property e.g. garage premises, unless You can establish that
light bulbs, heated rear windows; You have the permission of the owner or occupier;
• Any recovery or tow following an accident (see General Terms g. Excess passenger loads
& Conditions, clause 2, page 71); The provision of service to or for any persons in excess of the
• Assistance following a Breakdown or accident attended by number of seats fitted in the Vehicle at the time of Breakdown,
the police, highways agency or other emergency service, until or to anyone who was not travelling in the relevant Vehicle at
the services concerned have authorised the Vehicle’s removal. the time of the Breakdown. If there are more people than the
If the police, highways agency or emergency service insist on maximum allowed, the AA will seek to arrange, but will not pay
recovery by a third party, the cost of this must be met by You; for, their onward transportation;
• A second or subsequent recovery, after Your Vehicle has been h. Ferry, toll charges etc
recovered following a Breakdown; Any ferry, toll or congestion charges incurred in connection
• All things excluded under General Terms & Conditions (pages with Your Vehicle as a result of it being recovered;
70-74). i. Recovering vehicles from trade or auction
The recovery of any Vehicles bearing trade plates or which the
AA has reason to believe have just been imported or purchased
at auction;
70
j. Transporting from trade premises General rights to refuse service
The transportation of immobilised Vehicles where the Please note: if a Customer is refused service by the AA the
AA considers this to be part of a commercial activity, Customer has the right to an explanation in writing (see
for example, to, from or for motor dealers or delivery “Compliments and complaints” page 74 for Customer Care
companies; contact details).
k. Locksmiths, tyre, glass or bodywork specialists costs 3. The AA reserves the right to refuse to provide or arrange
The cost (including any call out charge) of any locksmith, Breakdown assistance under the following circumstances:
glass or tyre specialist, should the AA consider this to be a. Repeat Breakdowns within 28 days
required. The AA will endeavour to arrange this help on Where service is requested to deal with the same
Your behalf, however it will not pay for these specialist or similar cause of Breakdown to that which the AA
services and any contract for services provided will be attended within the preceding 28 days. It is Your
between You and the relevant specialist. If, in the AA’s responsibility to make sure that emergency repairs
reasonable opinion, Your Vehicle requires recovery to carried out by the AA are, where appropriate, followed
such a specialist to be mobilised and, to effect that as soon as possible by a permanent repair. Nothing in this
recovery, specialist lifting equipment not normally provision shall affect any rights You may have in relation
carried by AA patrols is required, the AA will arrange to any negligence or breach of contract or breach of any
the recovery but at Your cost. If use of a locksmith or other legal duty on the part of the AA or its agents;
other specialist would, in the AA’s opinion, mobilise
the Vehicle, no further service will be available for the b. Unattended vehicles
Breakdown in question; You are not with Your Vehicle at the time of the
l. Specialist lifting equipment Breakdown and You are unable to be present at the time
assistance arrives;
The cost of any specialist lifting equipment (not normally
carried by AA Patrols), if this is, in the view of the AA, c. Unsafe or unroadworthy vehicles
required to provide assistance e.g. when a Vehicle has Where in the AA’s reasonable opinion, Your Vehicle was,
left the highway, is standing on soft ground or is stuck immediately before the relevant Breakdown or accident,
in snow or floodwater. In these instances, the AA will dangerous, overladen, unroadworthy or otherwise
arrange recovery but at Your cost. Once the Vehicle has unlawful to use on a public road;
been recovered to a suitable location, normal AA service
d. Assisting where unsafe or unlawful activities
will be provided in keeping with Your Halifax Ultimate
Reward Current Account cover; Where in the AA’s reasonable opinion and other than
solely as a result of a failure on the part of the AA,
m. Transporting animals
the giving of service would involve a breach of the law
The transportation or arrangement of the transportation (including, without in any way restricting the type of
of any animal (guide dogs or hearing dogs will be breach being referred to under this sub-clause, a breach
transported together with their owner, unless this is not of the AA’s health and safety duties);
possible for health and/or safety reasons). The AA will
e. Delay in reporting
not recover horses or livestock. If the AA does, at its
absolute discretion, agree to transport an animal, then In the AA’s reasonable opinion, there has been an
this will be at Your own risk. It is Your responsibility unreasonable delay in reporting the Breakdown;
to secure any animal being transported or to make f. Cannot verify cover
alternative arrangements for its transportation;
Where You cannot produce a valid Ultimate Reward
n. Participation in sporting events Current Account debit card (or appropriate receipt)
Assistance for Vehicles broken down as a result of taking and some other form of identification. If these cannot
part in any “Motor Sport Event”, including, without be produced, and the AA is unable to verify that the
limitation, racing, rallying, trials or time-trials or auto appropriate Breakdown cover entitlement is held, the
test. However, for the avoidance of doubt, the AA does AA reserves the right to refuse service. However, if
not consider “Concours d’elegance” events, track test You are unable to prove entitlement to service or You
days for road-legal Vehicles or rallies held exclusively on are aware that You do not hold entitlement to an AA
open public highways where participants are required to service, the AA may, at its discretion, offer service on
comply with the normal rules of the road, to be Motor the immediate payment (by credit, debit or switch card)
Sports Events. of the usual premium for the relevant cover required,
Key Information
plus a supplementary premium for joining while already
2. AA Breakdown Cover does not provide for any Vehicle
requiring assistance. The premium paid will be fully
recovery following an accident. The AA may, if You
refunded if it can be established to the AA’s reasonable
request, be prepared to provide recovery following an
satisfaction that the relevant level of service entitlement
accident but, if so, You will be responsible for paying the
was held at the time of the Breakdown.
AA’s charges for this assistance (including, but not limited
to, any charges relating to any specialist equipment used). Without prejudice to Your statutory rights, no refunds will
If following an accident, You require one of the Stay be given if entitlement to cover cannot be proved, or simply
Mobile services (and You have Stay Mobile), the AA may, because Your Vehicle cannot be fixed at the roadside;
again, be prepared to arrange this for You but will not g. Unreasonable behaviour
be responsible for any costs involved. You must pay, on
request, any applicable charges. You must give the AA, on Where the AA reasonably considers that You:
request, any relevant information it reasonably requests I. or anyone accompanying You, is behaving or has
in regard to all matters referred to in this clause. Please behaved in a threatening or abusive manner to AA
note that, following an accident, or otherwise, it is and employees, Patrols or agents, or to any third party
remains Your responsibility to ensure that You properly contractor; or
comply with any requirements of Your motor insurer in
making a claim under Your motor insurance policy.
71
II. have falsely represented that You are entitled to services that control. Events which might constitute circumstances outside
You are not entitled to; or the AA’s reasonable control include (but are not limited to)
III. have assisted another person in accessing AA services to Acts of God, outbreak of hostilities, riot, civil disturbance, acts
which they are not entitled; or of terrorism, acts of government or authority (including the
refusal or revocation of any licence or consent), fire, subsidence,
IV. owe the AA money with respect to any services, spare parts explosion, flood, snow, fog or other bad weather conditions,
or other matters provided by the AA or by a third party on vehicle, equipment or systems failures, shortages of fuel or
the AA’s instruction. other necessary supplies, failure of telecommunications lines or
Additional services systems, default of suppliers or sub-contractors, theft, malicious
damage, strike, lock out or industrial action of any kind.
4. Any additional services made available by the AA which are
not described in these Terms & Conditions are provided on a Exclusion of liability for loss of profit etc
purely discretionary basis and may be withdrawn at any time. 13. The AA shall not, in any event, and to the extent permitted
Use of agents by law, have any responsibility for (a) any increased costs or
expenses; or,
5. Service from dedicated AA Patrols is subject to availability
and may be supplemented by use of appropriate agents. The (b) any loss of:
AA will only accept responsibility for the actions of an agent (i) profit; or
where the agent is acting on the AA’s instruction.
(ii) business; or
Requests for assistance
(iii) contracts; or
6. All requests for assistance must be made to the AA using the
contact instructions provided by Halifax from time to time. If (iv) revenue; or
You contact a garage direct, You will have to settle its bill and (v) anticipated savings; or
the AA will be under no obligation to reimburse You. (c) for any special or indirect losses incurred as a result of or
Emergency nature of breakdown service in connection with any service, whether resulting from
7. AA Patrols are trained and equipped to carry out emergency tort (including negligence or breach of statutory duty),
roadside repairs and are not in a position to comment on from breach of contract or otherwise. For the avoidance of
the general safety or roadworthiness of a Vehicle after a doubt, nothing in this clause or these Terms & Conditions
Breakdown or an emergency repair. In addition, completion shall exclude or restrict the AA’s liability for negligence
of an emergency repair cannot be taken to signify or in any resulting in death or personal injury.
way guarantee the general roadworthiness of the Vehicle Enforcement of Terms and Conditions
concerned. 14. Failure to enforce or non-reliance on any of these Terms
Cancellation of Cover & Conditions by the AA will not prevent the AA from
8. The Customer has the right to cancel their AA Breakdown subsequently relying on or enforcing them.
Cover but please note that as this cover has been provided 15. None of the Terms & Conditions, or benefits, of the AA
as an integral part of their Halifax Ultimate Reward Current Breakdown Cover agreement with the AA are enforceable by
Account no refund is available. Cancellation/closure of Your anyone else other than the Customer. For the avoidance of
Halifax Ultimate Reward Current Account will mean that Your doubt, and without limiting the above, any rights under The
rights to service from the AA will cease immediately. The AA Contract (Rights of Third Parties) Act 1999, or any replacement
shall have the right to cancel any cover if: or amendment of such act, are excluded.
9. a) the AA has been entitled to refuse service under clause 3g, 16. You will not become members of the AA by virtue of only
page 71; being entitled to any benefits. The AA and the bank may from
b) the maximum number of call outs, as set out in the AA’s time to time agree that specified customers may be entitled to
Service Control policy on page 72, has been reached or certain offers available to AA Members.
exceeded in any two consecutive subscription years. Use of headings
10. In the event that the AA is no longer Halifax’s chosen 17. The headings used in this Policy are for convenience only and
Breakdown assistance cover provider or Breakdown assistance shall not affect the interpretation of its contents.
cover is no longer provided with Your Halifax Ultimate Reward Interpretation: use of English law & language
Current Account, Your Breakdown cover with The Automobile
Association Limited [and, where applicable, Acromas Insurance 18. Your AA Breakdown Cover and these Terms & Conditions are
Company Limited] will expire in accordance with the Terms & governed and should be interpreted by the laws of England and
Conditions of Your Halifax Ultimate Reward Current Account Wales. The EEA State for the purpose of cover is the United
and we shall have no further obligation to provide You with Kingdom. The Terms & Conditions of cover are written in
Breakdown assistance services. English and all correspondence entered into shall be in English.
Changes to Terms and Conditions Service Control – Call-Out Limits
11. Halifax and/or the AA is entitled to change any of Terms Important: Please read the following carefully
and Conditions of cover during the subscription year, on the Outlined below are the call-out limits that apply to AA Breakdown
giving of reasonable notice, where it reasonably considers Cover within each subscription year. Service Control is designed to
this necessary in order to comply with any applicable laws, keep cover affordable by making sure that high use by a minority of
regulations or the advice or instruction of any regulatory Customers is avoided. This policy applies to all persons requesting
authority. AA Breakdown Assistance under a Halifax Ultimate Reward Current
Matters outside the AA’s reasonable control Account:
12. While the AA seeks to meet the service needs of Customers Further Premiums during 12 Month Reference Period
at all times, its resources are finite and this may not always be The AA has limits on the number of call-outs that can be made in
possible. The AA shall not be liable for service failures where any 12 month period starting from the date You open Your Halifax
the AA is faced with circumstances outside its reasonable Ultimate Reward Current Account and, thereafter, from each
72
subsequent anniversary of that date (the “12-month reference • The provision of any courtesy car unless agreed to by an
period”). If the relevant call-out limits are reached, the AA approved repairer, at their sole discretion. If a courtesy
will be entitled to charge an additional premium upon each car is provided, the driver will be responsible for meeting
subsequent call-out to continue Your AA Breakdown Cover. the cost of insuring it.
The AA will also be entitled to restrict the level of breakdown • Any assistance where the Vehicle has suffered only
service(s) available to You during the remainder of that mechanical Breakdown, component failure or vandalism
subscription year. Further the AA will have the right to refuse damage.
service once You have exceeded the relevant call-out limit
in two consecutive 12 month periods (see section 9b of the • Any assistance in relation to personal injuries resulting
General Terms and Conditions). from a motor road traffic accident. In particular, Accident
Management will not pay for, or arrange, any hospital
Service Limit for Ultimate Reward Current Account treatment.
Customers in first year of cover:
Please note:
• Single cover – maximum of 5 call-outs
To qualify for Accident Management Service You will need to:
• Joint cover – maximum of 7 call-outs
• agree to have Your Vehicle repaired within the AA
Service Limit for Ultimate Reward Current Account Accident Management approved repairer network
Customers from second year of cover onwards:
• tell us Your Halifax Ultimate Reward Current Account
• Single cover - maximum of 7 call-outs number and sort code so that the AA can identify You
• Joint cover - maximum of 9 call-outs • contact us to obtain all necessary authorisations before
• Any call-outs made by either party to a Joint account any work is started
will be counted when calculating whether the service • make a claim through Your insurers – if You are claiming
limit has been reached on any Ultimate Reward Current directly from a third party the AA cannot provide
Account. assistance.
• If cover is upgraded with the AA this will not increase AA Accident Management Service – General Terms and
in the number of callouts permitted with regard to the Conditions
relevant account. For more information please call 0800
975 2985. 1. The Accident Management Service’s Personal Incident
Managers only operate during normal working hours
AA Accident Management Service (Monday to Friday 8am to 6pm), although, messages
Underwritten by Acromas Insurance Company Limited can be left at any time. If You have a motor road traffic
What is included accident out of working hours and Your Vehicle is mobile,
You should call the Accident Management helpline and
• Accident Management Service is a 24 hour helpline leave Your contact details on the voicemail. A Personal
for You to call in the event of a motor road traffic Incident Manager will then contact You during normal
accident, or act of vandalism, however minor provided working hours. If You have a motor road traffic accident
You’re claiming on Your fully comprehensive motor out of office hours and Your Vehicle is immobile, You
insurance policy. If Your road traffic accident happens should contact the Accident Management helpline and
during normal office hours (Monday-Friday 8am to the AA can arrange to have Your Vehicle recovered to
6pm) a Personal Incident Manager is available to help a place of safety overnight. The Accident Management
You through Your motor insurance claim process. This helpline will also arrange for a Personal Incident Manager
includes: to contact You during normal working hours.
• arranging for Your Vehicle, provided it is less than 5 years 2. The use by You of any of the other AA services (for
old, to be repaired by an AA Accident Management example Roadside Assistance, Home Start, Relay) is
approved repairer subject to the relevant terms and conditions.
• facilitating the provision of a replacement vehicle 3. The AA reserves the right to withhold or withdraw the
• providing assistance with any associated correspondence. Accident Management Service at any time if any repairs
If Your motor road traffic accident happens outside of are begun before the work is authorised through the
normal office hours, the AA can arrange recovery of Your Accident Management Service.
Vehicle to a safe location until it can be delivered to a 4. The Accident Management Service is not available for
repairer. Where the damage to Your Vehicle is restricted use by, or for, any third parties involved in a road traffic
to windscreen damage, Accident Management can
Key Information
accident (regardless of fault) with You.
provide You with the telephone number of a windscreen
supplier. Accident Management Service applies to motor 5. Whilst the Accident Management Service can make
road traffic accidents which occur in the UK only. all the necessary arrangements for the repair of Your
Vehicle damaged as a result of a road traffic accident, the
What is not included AA and Halifax give no guarantee or warranty as to the
• Assistance in relation to motor road traffic accidents standard or quality of any such repair work performed
which occur outside the UK. or any replacement components fitted to Your Vehicle.
The contract for repair will be between You (or, if
• The cost of any recovery either in or out of normal office
appropriate, your insurer) and the relevant repairer.
hours following a road traffic accident (any recovery
Under no circumstances will the AA or Halifax be held
will be at Your expense although the cost of this may
responsible for replacement components fitted by a
be recovered under the terms of Your motor insurance
vehicle repairer as a result of, or in connection with, the
policy).
provision of the Accident Management Service.
• ny costs associated with the repair of Your Vehicle,
A
6. It is Your responsibility (or, if appropriate, Your insurer’s
which are subject to the terms and conditions of Your
responsibility) to pay for the recovery costs and the cost
motor insurance policy.
of all Vehicle repairs (both labour and parts) performed
on Your Vehicle following a motor road traffic accident.
73
Neither the AA nor Halifax will be responsible for any failure to Financial Services Compensation Scheme (FSCS)
pay the repairer for any work undertaken. Acromas Insurance Company Limited (AICL), only, is covered by
7. You (or, if appropriate, Your insurer) will be charged the the Financial Services Compensation Scheme (FSCS). You may be
current market price for any additional services You require entitled to compensation from the scheme if AICL cannot meet
(for example technical inspections, damage reports or Vehicle its obligations. This depends on the type of business and the
delivery) which are arranged in connection with repairs which circumstances of the claim. Insurance arranging is covered for 90%
have been organised through the Accident Management of the claim, without any upper limit. Further information about
Service. compensation scheme arrangements is available from the FSCS at
8. Sections 1n, 3, 4, 5, 6, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17 and 18 www.fscs.org.uk or telephone 0207 892 7300.
of General Terms & Conditions – AA Breakdown Cover shall AA Company Details
apply to this cover and any reference therein to Breakdown or The Automobile Association Limited is incorporated with limited
breakdown assistance or service shall be taken, as appropriate, liability in Jersey number 73356. Registered Office: 22 Grenville
to refer to accident or act of vandalism and/or to Accident Street, St Helier, Jersey JE4 8PX, Channel Islands. It is an insurer
Management. of breakdown assistance services cover that is exempt from
Compliments and Complaints authorisation under the Financial Services and Markets Act 2000.
If You wish to register a compliment or complaint about the services Head Office (Registered Branch Office): Fanum House, Basingstoke,
You receive from AAIS, please contact: Hampshire, RG21 4EA. Branch registered in England and Wales
number BR004875.
By phone : 0844 209 0556
Acromas Insurance Company Limited is authorised and regulated
In writing : Customer Care (Halifax), AA, Lambert House, by the Commissioner of Insurance, Financial Services Commission,
Stockport Road, Cheadle, Cheshire SK8 2DY. Gibraltar, and regulated by the Financial Services Authority, United
By e-mail: customersupport@theAA.com Kingdom. Acromas Insurance Company Limited is a member of the
Association of British Insurers. Acromas Insurance Company Limited
It is the AA’s policy to acknowledge any complaint within five
is incorporated with limited liability in Gibraltar with company
working days. The AA will advise You of who is dealing with Your
number 88716. Registered office: 57-63 Line Wall Road, Gibraltar. UK
concerns and, where possible, provide a response. If, in regard to a
branch address: Acromas Insurance Company Limited, Enbrook Park,
complaint about Accident Management, You are still not satisfied
Folkestone, Kent CT20 3SE.
after You have received a full response, or after 8 weeks have
passed, You can contact the Financial Ombudsman at Insurance Automobile Association Insurance Services Limited is authorised
Division Financial Ombudsman Service, South Quay Plaza, 183 and regulated by the Financial Services Authority (FSA). Registered
Marsh Wall, London E14 9SR. Telephone: 0845 080 1800 or e-mail: Office: Fanum House, Basingstoke, Hampshire RG21 4EA. Registered
enquiries@financialombudsman.org.uk. in England and Wales number 2414212.
74
MOBILE PHONE
INSURANCE
The Insurance Contract Electrical Or Mechanical Breakdown
About Your Policy wording The actual breaking or burning out of any part of Your
These are the terms and conditions of Your Mobile Phone Mobile Phone caused by, or arising from, internal electronic,
insurance Policy, underwritten by the Insurer, London electrical, or mechanical defects, or defective or faulty
General Insurance Company Limited, and administered by materials, or workmanship, causing stoppage of normal
STAMS Ltd, who is an appointed representative of Lifestyle operation and necessitating immediate repair or replacement
Service Group Limited (We/Us/Our). before normal operation can be resumed.
Your Policy is renewed on a monthly basis and will end if (i) Excess
Your Ultimate Reward Current account is closed; (ii) You fail The first part of each successful claim which you have to pay.
to pay the monthly fee for Your Account, (iii) Your Account The amount will very dependant on the mobile phone you
is changed to another type of account with Your Account claim for. If you have an Apple iPhone the excess is £100 and
provider, (iv) Your Account comes under the management for all other handsets it is £30.
of Your Account provider’s collections and recoveries IMEI Number (International Mobile Equipment Identity)
department or (v) Your residential address is no longer in the
UK. You have the right to cancel Your Policy by giving Us The unique serial or identification number that We will use to
notice that You wish to cancel. We may cancel Your Policy identify Your Mobile Phone.
or change Your Policy wording by giving You 30 day’s notice Incident
in writing. If Your Policy ends for any reason, You will not be
An event that may lead to a claim being made for repair or
entitled to a refund of any fees/and or premium paid for the
replacement of the Mobile Phone.
cover provided under Your Policy.
Insurer
Your Policy is based on the information You gave Us when
You opened Your Ultimate Reward Current Account. Your London General Insurance Company Limited whose contact
mobile phone is automatically covered, however to help us details can be found on page 83 of this guide.
administer your policy more effectively, you can provide us Mobile Phone
with your mobile phone details. For example, it can help us
process a claim more quickly if you have already registered Your handset /Phone and SIM Card specifically identified
your mobile phone details. A Confirmation will be sent to by the IMEI Number. The phone must belong to an Account
You after You have completed the registration process. holder.
Any Confirmation sent to You and this policy wording Policy

should be read as one document. They detail what is covered Your mobile phone insurance policy which consists of
and what is not covered, how claims are settled and other this policy wording as amended from time to time and any
important information. Confirmation sent to You.
Where We give a special meaning to a word, it is shown in Proof Of Purchase
bold type and the word will have the same meaning wherever The till receipt provided at the point of sale that details the
it may appear. Phone purchased, or similar documentation that provides
You must keep to all the conditions detailed in Your Policy. proof (including IMEI Number) that You own the Mobile
We may appoint third parties to carry out certain services in Phone.
relation to Your Policy. SIM Card (Subscriber Identity Module Card)
You can request another copy of this document. The The card carrying Your subscriber identity, the use of which, in
document is available in large print, audio and Braille. If You conjunction with the Phone, enables services to be charged to
would like a copy in any of these formats please call Ultimate Your Mobile Phone Account.
Reward Customer Services on 08451 24 14 00.
Key Information
UK
It is agreed that Your Policy is governed by English law. It is
agreed that any dispute will be settled in the English courts. The United Kingdom, Channel Islands and Isle of Man.
The contract is written in English and all communication by Us Unauthorised Calls

with You will be in English. Unauthorised Calls, messages and downloads made from
Words with Special Meanings Your Mobile Phone after being lost or stolen and whilst not
barred by the airtime provider which are reported to Us within
Account 48 hours of You discovering the Incident.
An Ultimate Reward Current Account. We/Us/Our
Confirmation STAMS Ltd, the Policy administrator, who is an appointed
The confirmation sent to You after You have registered for representative of Lifestyle Services Group Limited, and whose
Mobile Phone insurance. contact details can be found on page 83 of this guide.
Where the wording refers to claims, this will be handled by
Lifestyle Services Group Limited (LSG).
75
You/Your • M
ake a claim in respect of any loss, theft, or damage caused by
The insured person(s) who is an Account holder. Your wilful act, or with the intent to defraud the Insurer.
The Insurer Then:
Your Policy is underwritten by London General Insurance Company • The Insurer shall not honour the claim
Limited who is authorised and regulated by the Financial Services • he Insurer shall not honour any other claim which has been
T
Authority (FSA) as an insurance company and to undertake made under any Policy held by You;
insurance mediation activity under registration number 202689. • We shall cancel Your Policy immediately
You can check this by visiting the FSA’s website www.fsa.gov.uk/
register/ or by contacting the FSA on 0845 606 1234. London • We will be entitled to recover from You the cost of any claim
General Insurance Company Limited is registered in England number already paid under this Policy
1865673. Registered Office: Integra House, Floor 2, Vicarage Road, • We will be entitled to recover from You the cost of any
Egham, Surrey, TW20 9JZ, United Kingdom. The main business of the investigation into a fraudulent claim under this Policy
Insurer is effecting and carrying out insurance contracts.
and
Our part of the contract is as follows:
• We may inform the Police and/or any other law enforcement
The Insurer provides the cover set out in Your Policy. agency about the circumstances of such a claim.
Your part of the contract is as follows. How to make a claim
1. Your Mobile Phone is automatically covered under this 1. You must contact Ultimate Reward Customer Services on
benefit, however to help Us administer Your Policy more 08451 24 14 00 within 48 hours of discovering an Incident
effectively, You can provide Us with Your Mobile Phone occurring or in the event of an Incident occurring outside of
details. For example, it can help Us to process a claim more the UK then within 48 hours of returning to the UK. Please be
quickly if You have already registered Your Mobile Phone ready to provide Your sort code, account number and mobile
details. phone number. We will then provide You with a claim form.
Please note that Mobile Phones are only automatically If Your Mobile Phone is lost or stolen, You must also follow these
covered if they meet the requirements of the cover. simple steps within 24 hours of discovering an Incident occurring:
2. You can register the following details about Your Mobile 1. Call Your airtime provider to bar Your SIM card to prevent
Phone with Ultimate Reward Customer Services on any further Unauthorised Calls being made; and
08451 24 14 00:
2. Inform the appropriate local Police authority and obtain a
(a) The make and model of Your Mobile Phone crime/loss number (as appropriate) and a copy of the Police
(b) Your mobile phone number report.
(c) Your mobile phone service provider Airtime providers’ numbers at the date of publication of this
policy wording:
(d) Your Mobile Phone’s IMEI Number (this can be identified
by keying in *#06# on Your keypad). The details You provide 3 08707 33 03 30
will be contained in the Confirmation which is sent to You O2 08705 21 40 00
after registration.
Orange 07973 10 01 50
3. Only use Your Mobile Phone in accordance with the
T-Mobile 08454 12 50 00
manufacturer’s instructions.
Virgin Mobile 08456 00 07 89
4. Take reasonable care to prevent theft of, loss of, or damage
to, Your Mobile Phone. Reasonable care means all measures Vodafone 07836 19 11 91
that it would be reasonable to expect You to take in the Conditions upon making a claim
circumstances to prevent or mitigate damage, theft or loss of
Your Mobile Phone. 1. You must return the fully completed claim form to Us within
14 days of receipt of the claim form. If applicable, You must
5. Advise Us if any of Your personal details change. You change include the Crime/Loss Property Reference (as appropriate)
the mobile phone You wish to be registered or Your Mobile and a copy of the Police Report.
Phone number changes.
2. You must provide Proof Of Purchase for Your Mobile Phone.
6. Inform Us within 48 hours of You discovering that an Incident
has occurred, or in the event of an Incident occurring outside 3. In order to claim for Unauthorised Calls incurred on an
of the UK then within 48 hours of Your returning to the UK. airtime contract You must provide the Mobile Phone bill(s)
which covers the period of the Unauthorised Calls, and the
Fraud bill(s) for the month prior to the Unauthorised Calls.
The personal details You supply to Us during the application and 4. In order to claim for Unauthorised Calls or loss of call credit
registration process will be used to combat fraud. on a pay-as-you-go mobile phone You must provide proof of
These details will be retained for up to two years after Your Policy Your outstanding call credit from Your airtime provider, or
expires. proof of Your last three top-ups to Your Mobile Phone. In
respect of a claim for loss of call credit on a pay-as-you-go
The contract between You, Us and The Insurer is based on mutual
mobile phone that cannot be transferred to Your new pay-as-
trust. If You (or anyone acting for You):
you-go phone, You must provide a letter from Your airtime
• Make a claim under the Policy knowing the statement to provider to confirm they will not transfer the credit.
be false in any respect, or submit a document in support of
5. You must return Your damaged Mobile Phone to Us for
a claim knowing the document to be forged or false in any
inspection before Your claim is assessed. You must send
respect
Your Mobile Phone by secure means, as described in the
or claim documentation. The Mobile Phone remains Your
responsibility until We have received it.
76
6. You will not be covered under this Policy if Your Mobile 2. The cost of replacing Your Mobile Phone as a direct
Phone is repaired without Our authorisation. result of loss, or theft, wherever You are in the world.
7. You must pay the Excess. The Excess varies depending A replacement Mobile Phone will be delivered to a UK
on the Mobile Phone You claim for. If You have an Apple address only.
iPhone the Excess is £100 and for all other handsets it 3. The cost of repairing Your Mobile Phone (or replacing
is £30.) it if Your Mobile Phone cannot be repaired) where
What will happen when Your claim is approved accidental damage, water or liquid damage, or malicious
damage has occurred.
1. In the event Your Mobile Phone is to be replaced, a
new or refurbished replacement mobile phone will be 4. The cost of repairing Your Mobile Phone (or replacing
provided by Us. If the same model is not available, the it if Your Mobile Phone cannot be repaired) following
replacement will be of a similar specification and quality. Electrical Or Mechanical Breakdown.
We will contact You to advise You which replacement 5. The cost of Unauthorised Calls made, up to a maximum
mobile phones are available. It may not be possible to of £1500 per claim, including VAT, following a valid claim
connect You to the same mobile phone number. for loss or theft of Your mobile phone. This cover only
2. We will decide whether Your Mobile Phone is repaired applies to post-pay (contract) mobile phones.
or replaced. 6. The cost of reinstating pre-paid airtime, up to a maximum
3. We may effect repairs using readily available parts, of £500 per claim, including VAT, following a valid claim
or provide refurbished products which may contain for loss or theft of Your Mobile Phone. This cover only
parts, which are of similar or equivalent specification, applies to pre-pay (pay-as-you-go) mobile phones.
and which may include unbranded parts. This Policy is 7. Accessories for Your Mobile Phone, up to a maximum
provided in addition to any manufacturer’s warranty of £250 per claim including VAT following a valid claim
that applies to Your Mobile Phone (“applicable for loss, theft or damage and where such accessories
manufacturer’s warranty”). Nothing in this Policy is are attached to Your Mobile Phone at the time of the
intended to affect Your rights under the applicable Incident occurring.
manufacturer’s warranty or Your statutory rights. If any 8. If You have a sole Account Your Policy will provide
repairs authorised by Us under this Policy invalidate the cover for one Mobile Phone and the Insurers will only
applicable manufacturer’s warranty, We will repair or pay for two claims under this Policy in any consecutive
replace Your Mobile Phone, as necessary, in accordance 12 month period (such 12 month period commencing
with the terms of the applicable manufacturer’s warranty from the date of You notifying Your first successful claim
for the unexpired period of the applicable manufacturer’s under this Policy).
warranty.
9. If You have a joint Account Your Policy will provide
4. If Your SIM Card has been lost, stolen or damaged You cover for up to two Mobile Phones and the Insurers
will need to contact Your airtime provider to request will only pay for up to two claims per Account in any 12
a replacement. If You are charged for the replacement month period (such 12 month period commencing from
SIM Card We will reimburse You. You will be required to the date of Your notifying Your first successful claim
provide a receipt for the cost of the SIM Card. under this Policy).
5. If Your Mobile Phone is lost or stolen We will reimburse What is not covered:
You by cheque for the cost of Unauthorised Calls to a
maximum of £500, including VAT for a pre-pay (pay-as- In respect of loss, theft and damage
you-go) phone per claim and to a maximum of £1500, Cover is not provided for:
including VAT, on post-pay (contract) phone, per claim.
1. Theft from an unattended vehicle unless Your Mobile
6. If You need to claim as a result of an Incident outside Phone is completely hidden from view within a locked
the UK Your Mobile Phone will be repaired or replaced glove compartment, locked boot compartment or other
when You return to the UK. locked internal compartment within a fully locked and
7. If any lost or stolen equipment is recovered after the secured vehicle and violent and forcible entry to both
claim is approved, it shall become Our property and the vehicle and locked internal compartment has been
must be returned to Us immediately. used. A copy of the repairer’s Account for such damage
to the vehicle must be submitted with any claim.
8. A damaged Mobile Phone and any of its component
parts and materials which are replaced by Us shall 2. Theft of Your Mobile Phone from the person unless
become the Insurers. force, pickpocket or threat of violence is used.
Key Information
9. The details of a Mobile Phone that is reported lost or 3. Theft or loss of Your Mobile Phone from any
stolen will be submitted to the IMEI Database to prevent unattended building or premises unless damage was
further use. caused in gaining entry to or exit from the premises.
10. Once You have Your replacement Mobile Phone You 4. Theft or loss of Your Mobile Phone where it has been
can register the IMEI number with Ultimate Reward left unattended (not within Your sight at all times and
Customer Services however Your replacement Mobile out of Your arms-length reach) in a public place or a
Phone is automatically covered under Your Policy. place to which the public has regular access.
What is covered: 5. Any claim for theft of Your phone unless reported to
the appropriate local Police authority and Your airtime
1. A Mobile Phone up to a maximum original cost or value provider within 24 hours of discovery of the Incident
of £2,000 including VAT. The Insurer’s maximum liability occurring. A crime reference number must be obtained
in respect of any one claim will be the replacement for all theft claims.
cost of Your Mobile Phone up to a maximum of £2,000
including VAT. 6. Theft of, loss of, or damage to Your Mobile Phone whilst
in the possession of someone else, other than account
holders.
77
7. The cost of Unauthorised Calls whilst Your Mobile Phone 12. An Account holder who is not permanently resident in the UK.
was not in Your custody. Where the theft or loss of the 13. Losses that the Insurer does not state are specifically covered
Phone has not been reported to the airtime provider and the e.g. the cost of obtaining a Police report.
appropriate local Police authority within 24 hours of You
discovering the Incident has occurred and Us within 48 hours 14. Loss or corruption of data, images, games, logos, wallpaper,
of discovering the Incident. videos, or downloads, due to loss of, theft of, or damage to
Your Mobile Phone. We recommend that You keep a backup
8. The cost of Unauthorised Calls if Your Mobile Phone has not copy of all data.
been lost or stolen and a crime/loss reference (as appropriate)
has not been obtained from the Police. Complaints procedure
9. Theft of, loss of, or damage to, accessories when such theft, We will always be fair and reasonable when handling your policy or
loss or damage does not occur at the same time or under the claim. Should there ever be an occasion when you feel that we have
same circumstances as the theft, loss or damage of or to Your not provided you with a satisfactory level of service, we would like
Mobile Phone. You to inform us so that we can do our best to solve the problem.
We will do everything possible to ensure that your query is dealt
In respect of Electrical Or Mechanical Breakdown with promptly. The easiest way to contact us is to call our Customer
Cover is not provided for: Relations team on 08451 24 14 00. Alternatively, you can write to us
1. Loss or damage caused by, or during, maintenance or at the following address, quoting your policy reference number in
modification of Your Mobile Phone. all correspondence:
2. Any breakdown or failure caused by placing or using Your Customer Services, STAMS Ltd, PO Box 98, Blyth, NE24 9DL
Mobile Phone in a location or environment not in accordance Our staff will attempt to resolve your query immediately. If this
with the manufacturer’s instructions. is not possible, we promise to acknowledge your query within 5
3. Any breakdown which occurs during the manufacturer’s working days of receiving it. In the unlikely event that your query
warranty period. has not been resolved within 4 weeks of Us receiving it, we will
write and let You know the reasons why, and what further action
4. Any breakdown or damage caused by or attributed to the we will take. Once we have resolved your query, we will confirm our
operation of a software virus or any other software related response in writing.
malfunction.
If You are not satisfied with our decision, please contact our
General Exclusions applying to Your Policy: Customer Relations Manager on the above number.
Cover is not provided for: If You have a complaint relating to the insurance policy wording or
1. Where the IMEI number cannot be determined from Your the contract with the insurer, please contact the insurer at their
Mobile Phone, or Proof Of Purchase cannot be provided to registered address.
prove ownership of Your Mobile Phone. If You remain dissatisfied, You can, within 6 months of our final
2. Loss or damage due to wear and tear, depreciation or gradual decision, refer your query for an independent assessment to:
deterioration. The Financial Ombudsman Service, South Quay Plaza, 183 Marsh
3. Loss or damage due to any process of cleaning, adjustment, Wall, LONDON, E14 9SR.
repair, maintenance or dismantling carried out by a repairer not The parties to these contracts are covered by the Financial
approved by the manufacturer. Ombudsman Service who, once contacted, will liaise with us on
4. Electrical Or Mechanical Breakdown caused by the your behalf. They will inform You directly of their decision. Referral
installation, removal or subsequent relocation of Your Mobile to the Financial Ombudsman Service will not prejudice your right
Phone in or from a vehicle. to take subsequent legal proceedings. Further information can be
obtained at their website: www.financial-ombudsman.co.uk
5. Any other loss (business or personal) not covered specifically
by Your Policy resulting from the loss of use of Your Mobile You are entitled to contact the insurer if You wish. Following this
Phone. procedure will not affect your statutory rights.
6. The cost of cosmetic repairs to Your Mobile Phone. The parties to these contracts are covered by the Financial Services
Compensation Scheme. In the unlikely event any of the parties
7. Any other costs that are caused by an Incident or any expense
to this insurance are unable to meet their liabilities, You may be
incurred as a result of not being able to use Your Mobile
entitled to compensation. The scheme covers 90% of the entire
Phone or any loss other than the repair or replacement cost of
claim, without any upper limit. Further information can be obtained
Your Mobile Phone, Unauthorised Calls or prepaid airtime/
from their website: www.fscs.org.uk
call claims unless specifically stated in Your Policy or expressly
agreed by Us. Status disclosure
8. Any expense incurred to transfer or retain Your mobile phone This cover has been arranged by STAMS Ltd (FRN 409098) on
number. behalf of the Bank of Scotland plc (FRN 169628) who is authorised
and regulated by the Financial Services Authority. This policy is
9. Loss, theft, damage or breakdown caused by war, terrorism,
administered by STAMS Ltd (FRN 409098), who is an appointed
invasion, act of foreign enemy, hostilities (whether war be
representative of Lifestyle Services Group Limited (LSG). LSG (FRN
declared or not), civil war, rebellion, or insurrection by military
315245) handle claims on behalf of the insurer, who is London
or usurped power.
General Insurance Company Limited (LGI) (FRN 202689). LSG and
10. Loss, theft, damage, or breakdown arising out of any wilful act LGI are authorised and regulated by the Financial Services Authority
or negligence of the user of Your Mobile Phone. (FSA), which can be checked on the FSA website at www.fsa.gov.
11. Any claim arising from, or in connection with, the repossession uk/register/ or by phoning 08456 06 12 34.
of Your Mobile Phone by any bank, finance, leasing or similar If you need to register a complaint, please contact the Customer
company, or person acting with such authority and/or the Services, STAMS Limited, PO Box 98, Blyth, NE24 9DL.
confiscation or impounding of the phone by any Police,
Customs or Government authority.
78
If your complaint addressed to any of the above parties The claims agent
cannot be settled, You may be entitled to refer it to the Lifestyle Services Group Limited
Financial Ombudsman Service. We are covered by the Registered Office: Osprey House, Ore Close, Lymedale
Financial Services Compensation Scheme. You may be entitled Business Park, NEWCASTLE UNDER LYME, Staffordshire
to compensation from the scheme if the above parties cannot ST5 9QD. Registered in England number: 5114385.
meet their obligations.
The Insurer
For the purposes of the Data Protection Act 1998, the Data
Controller in relation to the personal data you supply is LSG. London General Insurance Company Limited
Registered office: Integra House, Floor 2, Vicarage Road,
How we handle your personal information EGHAM, Surrey TW20 9JZ. Registered in England,
We are committed to preserving the privacy of our customers. Registered Number: 1865673
Please read the following privacy policy to understand how
we will use and protect the information that You provide to
us. By opening Your Ultimate Reward Current account, You
consent to the collection and use of your information under
the terms of this privacy policy.
The information You provide will be used by us to supply You
with the services for which You have agreed to and we may
use the information to contact You to obtain your views on
our services, to let You know about important changes to the
services which we offer and for statistical analysis.
The information You provide to us about You and the mobile
phone may be shared with Bank of Scotland Plc, and the
insurer. We may contact You by post, telephone, SMS text,
fax, or email. You will only be contacted by the methods You
have asked to be contacted by.
Your information will not be used or disclosed other than
in accordance with this privacy policy, or without your
permission, unless required by law.
If You would prefer us not to contact You to obtain your
views and/or You change your mind in the future and would
like us to stop contacting You for this purpose, please write
to:
Customer Services
STAMS Limited
PO Box 98
Blyth
NE24 9DL
We may co-operate with the Police and any other relevant
authorities or organisations in connection with any misuse
or suspected misuse of the services provided by us or any
member of our group of companies. If necessary, we may
divulge information about You for this purpose. You have a
right to ask for a copy of the data held about You and You
may ask us to make any necessary changes to ensure that it
is accurate and kept up to date. If You wish to do this, please
contact us on 08541 24 14 00. We are entitled by law to charge
You a fee of £10.00 to meet our costs in providing You with
details of the information we hold about You.
We employ security measures to protect your information
from access by unauthorised persons and against unlawful
Key Information
processing, accidental loss, destruction and damage. We will

retain your information for a reasonable period or as long as
the law requires.
Any changes to our privacy policy will be notified to You
in the appropriate way. All comments, queries and requests
relating to our use of your information are welcomed and
should be addressed as specified above.
Contact details
The policy arranger and administrator
STAMS Ltd
Registered Office: Osprey House, Ore Close, Lymedale
Business Park, NEWCASTLE UNDER LYME, Staffordshire
ST5 9QD. Registered in England number: 04783263.
79
HOME EMERGENCY
COVER
The insurance contract We/Us/Our
About Your policy wording: Inter Partner Assistance S.A. or such other insurer as may be
appointed by Your Ultimate Reward Current Account provider.
This service provides assistance if You or any member of Your
Family have a Home Emergency and You phone the Home You/Your
Emergency Helpline. The holder(s) of an Ultimate Reward Current Account.
We will arrange to deal with the emergency by choosing a qualified Your Family
person to come to Your Home and carry out any repairs that are
You, Your spouse, Your civil partner (as defined in Section 1 of the
necessary as a result of that Home Emergency.
Civil Partnership Act 2004) or the person (whether or not of the
We want You to get the most from this service and to do this You same sex) with whom You are permanently cohabiting in a marriage-
must read this policy and make sure You are covered for the sort of like relationship, children (including adopted and foster children)
losses You think might happen and make sure You understand the and relatives or domestic staff who normally live with You.
conditions and exclusions which apply to Your policy. If You do not
The insurer
meet these conditions it may affect any claim You make.
This policy is underwritten by Inter Partner Assistance S.A. who are
Your policy is renewed on a monthly basis and will end if (i) Your
a wholly owned subsidiary of AXA Assistance S.A. and part of the
Ultimate Reward Current Account is closed; (ii) You fail to pay
worldwide AXA Group. Inter Partner Assistance S.A. is authorised
the monthly fee for Your account; (iii) Your account is changed
by the Commission Bancaire Financiere, et des Assurances (CBFA) in
to another type of account with Your account provider; (iv) Your
Belgium and regulated by the Financial Services Authority (FSA) in
account comes under the management of Your account provider’s
the UK. Inter Partner Assistance S.A. is registered in Belgium
collections and recoveries department; or (v) Your residential
number: 394025.
address is no longer in the UK. You have the right to cancel Your
policy by giving Us notice that You wish to cancel. We may cancel The UK branch is registered in England number: FC008998.
Your policy or change Your policy wording by giving you 30 days’ UK Registered Office: Inter Partner Assistance S.A.,
notice in writing. If Your policy ends for any reason, You will not be The Quadrangle, 106-118 Station Road, Redhill, Surrey, RH1 1PR.
entitled to a refund of any fees and/or premium paid for the cover Inter Partner Assistance S.A. is a member of the Association of
provided under Your policy. British Insurers (ABI) and Financial Ombudsman Service (FOS).
Words with special meanings Making a claim
Throughout Your policy wording, certain words are shown in bold 1. To obtain emergency assistance call the 24 hour Home
type. These words have special meanings which are listed below. Emergency Helpline on 08451 24 14 00.
Home 2. Ensure You have the following information to hand:
The private dwelling, its garages and outbuildings detailed in • Your name and postcode
the deeds of the property (which are solely used for domestic
purposes). • Y
our Ultimate Reward Current Account Number and
branch Sort Code
Home Emergency
• an indication as to the nature of the problem.
A sudden event that was not expected by any of Your Family and
which needs immediate action to: How We settle claims
• make the Home safe or secure The most We will pay for any single event is up to £250 (including
VAT) towards the cost of the qualified person who We choose to
• avoid damage or more damage to Your Home deal with the Home Emergency, in respect of the call out charge,
• make Your Home fit to live in labour and any materials that are necessary, plus up to £100 towards
alternative accommodation.
• restore electricity, gas or water services to Your Home if they
have totally failed.
Covers The most we will pay
Insurance Period
for any single event
The period commencing on the date You open an Ultimate
Reward Current Account and ending when Your Ultimate Cost of the qualified person chosen £250
by us to deal with the emergency in
Reward Current Account is closed or Your policy is cancelled, respect of the call out charge, labour
whichever is earlier. and any materials necessary.
Unoccupied
Home Emergency overnight £100
When Your Home has not been lived in for more than 60 days in
accommodation.
a row.
Vermin
Brown or black rats, house or field mice, wasps’ and hornets’ nests
when situated inside Your Home or pests that are destructive in
their natural behaviour.
80
Policy limits a requirement for the tenant to report emergencies to
What IS covered the home owner or the managing agent to instruct the
appropriate contractor.
• Home Emergency that You or any member of Your
A
Family tells Us about. • Any cost relating to the repair or attempted repair not
carried out by us.
• If Your Home becomes uninhabitable and remains so
overnight We will reimburse Your accommodation and Exclusions:
related transport costs up to a maximum value of £100 • Where the account holders tenancy agreement has a
provided that You obtain Our express agreement in requirement for the tenant to report emergencies to
advance of such costs being incurred. the home owner or the managing agent to instruct the
What IS NOT covered appropriate contractor.
• A fault any member of Your Family knew or should have • Any cost relating to the repair or attempted repair not
known about when You took out the policy. carried out by us
• Systems or structures (for example, central heating) General conditions applying to Your policy
which have not been installed or fitted by a qualified • Your policy is only available to persons resident in
person. the UK (not including the Isle of Man and the Channel
• Any claim if Your Home is Unoccupied. Islands).
• Any claim if Your mains electricity, water or gas supply • You and Your Family must take all reasonable steps to
fails or is deliberately cut off by any electricity, water or prevent loss or damage to everything which is covered
gas supply company. under this policy.
• Any claim for water supply pipes outside the walls of • You must keep all buildings and all the property covered
Your private dwelling. in good condition and repair.
• Any deliberate act of any public or local authority • Failure to take all reasonable steps to prevent loss
service. or damage will result in a deduction from any claim
payment, or may result in Your claim being declined in
• Any deliberate act or omission by any member of Your full.
Family, in an attempt to make a false or fraudulent claim
under this section. General exclusions applying to Your policy
• Any claim which is covered by a maintenance agreement, • Any loss or damage caused, or allowed to be caused
guarantee or extended warranty contract. deliberately or wilfully, by any of Your Family, a paying
guest or tenant.
• Any claim because Your central heating boiler fails and it
is over 15 years old. • Any loss or damage caused directly or indirectly by:
• LPG Fuelled, oil fired, warm air, solar heating or boilers – ionising radiation or radioactive contamination from
with an output over 60Kw/hr. any nuclear fuel or waste which results from the
burning of nuclear fuel; or
• Septic tanks, guttering and down pipes.
– the radioactive, toxic, explosive or other dangerous
• Breakdown or loss of, or damage to, domestic appliances properties of nuclear machinery or any part of it; or
like freezers, washing machines, microwaves or other
mechanical equipment such as Saniflow toilets. – war, invasion or revolution; or
• Any loss where You did not contact Us to arrange repairs. – terrorism. For the purpose of this exclusion,
‘terrorism’ means the use of, or threat of use,
• Any loss or damage arising from subsidence caused by of biological, chemical and/or nuclear force or
bedding down of new structures, repairs or alterations contamination by any person(s), whether acting
to the property, faulty workmanship, or use of defective alone or on behalf of or in connection with any
materials, river or coastal erosion. organisation(s) or government(s), committed for
• Any defect, damage or failure caused by third party political, religious, ideological or similar purposes
interference, negligence, misuse, or faulty workmanship, including the intention to influence any government(s)
including any attempted repair or modification which or put any section of the public in fear; or
does not comply with recognised industry standards. – pressure waves caused by aircraft or indirectly or
• Any leaking or dripping tap that requires re-washering or other flying objects moving at or above the speed of
Key Information
replacing, external overflows or replacement of cylinders, sound.

tanks, radiators and sanitary ware. • Any loss or damage resulting directly or indirectly from
• Any burst or leaking flexible hoses which can be isolated pollution or contamination which was:
or leaking washing appliances. – a result of an intentional act; or
• De-scaling and any work arising from hard water scale – expected or should have been expected; or
deposits or from damage caused by aggressive water
or sludge resulting from corrosion. Signs that work is – not sudden; or
needed may include a noisy boiler, sludged up pipes or – not during any Insurance Period.
poor circulation. • Uninsurable Risks:
• Replacement of light bulbs and fuses in plugs. – wear, tear and depreciation; and
• Lost keys for outbuildings, garages and sheds. – any loss or damage caused by wet or dry rot; and
• Vermin outside the private dwelling e.g. garages and – any loss or damage caused by fungus, woodworm,
other outbuildings. beetles, moths, insects or Vermin; and
• Where the account holders tendency agreement has
81
– mechanical or electrical fault or breakdown; and
– any process of cleaning, dyeing, renovating, altering, re-
styling, repair or restoring; and
– anything which occurs gradually, or deteriorates over a
period of time or has reached the end of its useful life.
• e will not provide cover for any loss or damage that occurred
W
prior to the start of Your policy.
Complaints procedure
Although We aim to please, We want You to tell Us if You have
problems.
Action You can take
First Contact: Customer Services Administration, Inter Partner
Assistance S.A., The Quadrangle, 106-118 Station Road, Redhill,
Surrey RH1 1PX United Kingdom.
If this does not settle the matter, You can contact the Financial
Ombudsman Service at:
Insurance Division, Financial Ombudsman Service, South Quay Plaza,
183 Marsh Wall, London E14 9SR United Kingdom.
If You make a complaint, it will not affect Your right to take legal
action.
A copy of Our detailed complaints procedures is available on
request.
82
CARD PROTECTION
We set out below the extent and terms of Your insurance Communication Costs
cover, subject to the conditions and exclusions shown. We The cost of communications that a Cardholder has to pay to
want You to understand and be satisfied with Your Policy. contact Us, the Police, a relevant assistance company and/or
Please be sure to read this Policy, so that You know exactly a Card issuer in order to cancel a Card or obtain appropriate
what is and what is not covered. assistance due to an Incident.
About Your Policy Card(s)
This Policy document tells You what is and what is not A Cardholder’s financial cards including credit, charge, cash,
covered, how to make a claim and provides other important cheque, debit or store cards.
information.
Cardholder(s)
Our part of the contract
The holder or holders of an Ultimate Reward Current Account
Our part of the contract is that We provide the cover set out who reside at and whose Card is registered at the address
in this Policy document based on the information which appearing on the Ultimate Reward Current Account.
You provided when opening Your Ultimate Reward Current Emergency Card
Account and if you subsequently registered Your Cards.
A temporary replacement Card that a Cardholder obtains
Your part of the contract whilst away from the UK as a result of an Incident.
Your part of the contract is that You will comply with all of Emergency Card Fees
the conditions set out in this Policy. If You do not meet Your
part of the contract We may refuse to pay a claim. You must: Fees payable by a Cardholder to the Card issuer in order to
obtain an Emergency Card whilst away from the UK.
• be resident in the UK;
Emergency Travel Documents
• take all reasonable care to safeguard against anything
which may result in a claim under this Policy; A passport that a Cardholder must replace whilst outside the
UK as a result of an Incident.
• must comply with all instructions and conditions of issue
as stated by Your Card issuing company. Any personal Incident
identification number(s) (PIN) must not be kept with the An event or series of connected events, which results in the
Card, disclosed, or made known to anyone other than an loss or theft of a Card resulting in the Cardholder being
authorised user. unable to use or control its use.
Your Policy is renewed on a monthly basis and will end if (i) Insurer
Your Ultimate Reward Current Account is closed; (ii) You fail
Card Protection Insurance is underwritten by Allianz Insurance
to pay the monthly fee for Your account; (iii) Your account
plc. Further details are noted on page 82.
is changed to another type of account with Your account
provider; (iv) Your account comes under the management Joint Account
of Your account provider’s collections and recoveries A Policy issued to joint account holders of an Ultimate
department; or (v) Your residential address is no longer in the Reward Current Account.
UK. You have the right to cancel Your Policy by
Personal Effects
giving Us notice that You wish to cancel by telephoning 08451
24 14 00. We may cancel Your Policy or change Your Policy The bag, purse, wallet or Card carrier in which a Cardholder
wording by giving you 30 days’ notice in writing. If Your Policy kept a Card at the time of an Incident.
ends for any reason, You will not be entitled to a refund of Personal Money
any fees and/or premium paid for the cover provided under Cash and bank notes belonging to a Cardholder and solely for
Your Policy. their personal use.
If You are the joint holders of an Ultimate Reward Current Policy
Account You agree that We may accept instructions from
and give information to either account holder in relation to The policy issued to You as a result of You holding an
Key Information
Your Policy. Ultimate Reward Current Account as amended from time to

time.
It is agreed that this Policy is governed by English law. It is
agreed that any dispute will be settled in the English courts. Policyholder/You/Your
Words with Special Meanings The holder or holders of an Ultimate Reward Current Account.
Advance Single Account
An interest free payment made by Us to a Cardholder, when A Policy issued to a sole account holder of an Ultimate
the Cardholder has no other means of paying for services or Reward Current Account.
obtaining cash due to an Incident. (This service is available to UK
Cardholders only when requested at the time of reporting an
The United Kingdom, Channel Islands and Isle of Man.
Incident and will be made via Western Union.)
We/Us/Our
Allianz Insurance plc or such other insurer as may be
appointed by Your Ultimate Reward Current Account
provider.
83
The Insurer under Your Policy will end.
The insurance underwritten by Allianz Insurance plc. (Registered In 7. When a Card is lost or stolen whilst travelling outside the UK
England No. 00084638) whose head office and registered office is as a result of an Incident the Cardholder may claim for up to
57 Ladymead, Guildford, Surrey GU1 1DB. The main business of the one Card replacement per Cardholder. You must notify Us
insurer is the underwriting of general insurance policies, claims before You obtain an Emergency Card. We will only reimburse
administration and claims settlement. Emergency Card Fees if there has been no Advance as a result
Allianz Insurance plc. are authorised and regulated by the Financial of the Incident.
Services Authority (‘FSA’). You can check this on the FSA register 8. If a Card is lost or stolen whilst the Cardholder is travelling
by visiting the FSA website www.fsa.gov.uk/register/ or by outside the UK as a result of an Incident the Cardholder
telephoning the FSA on 0845 606 1234. We may appoint third may claim for the cost of one Emergency Travel Document.
parties to carry out certain services in relation to Your Policy. You must notify Us before You obtain an Emergency Travel
You incur no additional costs by arranging Your insurance by this Document.
method. Using Your Policy
The terms and conditions of Your Policy and the information How to Make a Claim
provided in this document will be provided in English. During the 1. Check Your Policy to ensure that the loss is covered by Your
term of Your Policy We will communicate with You using the Policy.
English language.
2. If any item covered by this Policy is lost or stolen, You must
General Exclusions which apply to your Policy notify Us within 24 hours of discovery. You must also obtain
Any loss as a result of natural disasters, terrorist action, war, a report from the Police which includes a crime reference
invasion, act of foreign enemy, hostilities (whether or not war has number and the address and telephone number of the Police
been declared), civil war, rebellion, military or usurped power, station where Your report was made.
riot or civil commotion or revolution or similar event, or where a 3. Read the ‘Making a claim’ section and follow the instructions
Cardholder has deliberately put themselves in danger, is specifically given.
excluded.
4. Contact Us within 60 days of an Incident by telephoning Us
Policy Conditions on the number shown in the booklet ‘A guide to your benefits’,
1. If any item covered by this Policy is lost or stolen, the quoting Your Ultimate Reward Current Account Sort Code and
Cardholder must notify Us within 24 hours of discovery. Account Number and tell Us what has happened. All telephone
The Cardholder must also obtain a report from the Police calls will be recorded for staff training and to assist with
(including a full Police reference number, the address and quality control.
telephone number of the Police station) confirming the 5. We will provide You with a claim form to complete. Please
loss and follow the ‘How to make a claim’ section below. return the completed claim form, a Police report and any other
Claims should be submitted as soon as possible and must be documentation that We request to support Your claim to Us.
submitted within 60 days of the Incident. The Cardholder
must provide Us with all of the information that We reasonably 6. You must send Your completed claim form within 60 days of
consider relevant in order to assess any claim. the Incident to the Data Processing Manager, STAMS Ltd, PO
Box 98, Blyth, NE24 9DL.
2. If a Cardholder claims under this Policy for something that
is covered by another insurance policy, the Cardholder must 7. We will acknowledge receipt of Your claim form within
provide Us with full details of the other insurance policy. We 5 working days. We will then carry out Our normal
will only pay Our legal share of any claim. investigations, and will pay all amounts due within 14 working
days of receipt of the claim form and any other information
3. Any claim for Personal Money must be supported by that We have requested.
reasonable evidence confirming that the Cardholder had the
amount claimed in their possession immediately before the 8. In the event of fraud on a Card the Cardholder should take
loss. the following additional steps:
4. If a Cardholder makes a dishonest claim under this Policy, a. Identify the suspected fraudulent charges on the Card
all rights to the benefits under this Policy will be lost and the statement.
Policy will be cancelled immediately. b. Send the statement to the fraud department of the Card
5. Claims for Communication Costs must be supported by issuer requesting that the suspected fraudulent charges be
reasonable evidence of the costs incurred. removed from the account.
6. An Advance will only be made when a Cardholder has no c. If the Card issuer is unable to remove the suspected
other means of paying for services or obtaining cash following fraudulent charges, the Cardholder should obtain a letter
an Incident. The Advance is made on the basis that the from the issuer confirming the date(s), time(s) and amount(s)
Cardholder agrees to repay the Advance to Us within one of the suspected fraudulent charges and an explanation of
calendar month. We may refuse to provide an Advance if We why they cannot be removed. This letter, the Police report,
have reason to believe that the Cardholder will not be able to Your fully completed claim form and any other evidence
repay the Advance within one calendar month. All Advances that We have requested or which You think will assist Us in
remain interest free. Should repayment of the Advance be investigating Your claim should be sent by registered post
made after one calendar month the Cardholder will, if We to the Data Processing Manager, STAMS Ltd, PO Box 98,
ask, pay any charges or expenses incurred by Us or the Insurer Blyth, NE24 9DL.
in providing the Advance from the day the amount was The Cover
advanced until repayment in full including any charges paid to
This part of the Policy sets out the cover We will provide.
Western Union. If a Cardholder does not repay an Advance
in full, the other Cardholder will be liable for repayment. It
is a condition of this Policy that any cover for Cardholders
will be suspended until any Advances are repaid in full and in
the event that they remain unpaid with Our consent all cover
84
What is covered The cover What is not covered
Card fraud pre-notification Up to £2,500 for a Single Account Policy A Cardholder using a Card not in accordance
– following a Cardholder’s and up to £5,000 for a Joint Account Policy with a Card issuer’s terms and conditions.
discovery of an Incident, a loss per Incident for losses that occur before Any loss where the Cardholder has kept the
for which the Cardholder is the Cardholder reports the Incident to Us personal identification number (PIN) with
legally responsible due to the and/or the Card issuer. the Card or disclosed or made it known to
fraudulent use of a Card. anyone other than an authorised user.
Card fraud post-notification Up to £75,000 for a Single Account Policy A Cardholder using a Card not in accordance
– following a Cardholder’s and up to £150,000 for a Joint Account with a Card issuer’s terms and conditions.
discovery of an Incident, a loss Policy per Incident for losses that occur Any loss where the Cardholder has kept the
for which the Cardholder is after the Cardholder reports the Incident personal identification number (PIN) with
legally responsible due to the to Us and/or the Card issuer. the Card or disclosed or made it known to
fraudulent use of a Card. anyone other than an authorised user.
Personal Money as a result of Up to £100 per Incident for a Single More than a total of £100 for a Single
an Incident. Account Policy and up to £200 per Account Policy and £200 for a Joint
Incident for a Joint Account Policy. Account Policy in any 12 month period.
A loss or theft that You do not report to Us
within 24 hours of discovery.
A loss or theft that You do not report to the
Police or where You fail to obtain a crime
reference number.
Communication Costs that a Up to £100 per Incident for a Single More than a total of £100 for a Single
Cardholder must pay in order Account Policy and up to £200 per Account Policy and £200 for a Joint
to notify Us, a Card issuer or the Incident for a Joint Account Policy. Account Policy in any 12 month period.
Police of an Incident. Communication Costs incurred for any
reason after a successful Card loss report
has been made.
Communication Costs that a Up to £100 per event for a Single Account More than a total of £100 for a Single
Cardholder must pay in order Policy and up to £200 per event for a Joint Account Policy and £200 for a Joint
to locate and retrieve lost Account Policy. Account Policy in any 12 month period.
luggage. Any travel costs a Cardholder pays in order
to retrieve the lost luggage.
to obtain Emergency Travel Incident for a Joint Account Policy. Account Policy in any 12 month period.
Documents whilst outside the Any travel costs a Cardholder pays in order
UK as a result of an Incident. to obtain Emergency Travel Documents.
to obtain Emergency Medical Incident for a Joint Account Policy. Account Policy in any 12 month period.
Assistance whilst outside the Any travel costs a Cardholder pays to obtain
Key Information
UK as a result of an Incident. Emergency Medical Assistance.
Cardholder must pay in order to Account Policy and up to £200 per Account Policy and £200 for a Joint
locate and retrieve lost keys. Incident for a Joint Account Policy. Account Policy in any 12 month period.
Any travel costs a Cardholder pays in order
to retrieve lost keys.
The costs that a Cardholder Up to £50 per Incident for a Single Account More than a total of £50 for a Single
must pay in order to replace Policy and up to £100 per Incident for a Account Policy and £100 for a Joint Account
personal effects as a result of Joint Account Policy. Policy in any 12 month period.
an Incident.
85
CIFAS protective registration in One protective registration per Cardholder More than one protective registration per
the event a Cardholder losing per year. Cardholder per year.
their passport outside the UK
or driving licence in the UK or
abroad as a result of an Incident.
The cost of Emergency Travel Up to £100 per Incident for a Single Account More than a total of £100 for a Single Account
Documents that a Cardholder must Policy and up to £200 per Incident for a Joint Policy and £200 for a Joint Account Policy in any
obtain in order to replace travel Account Policy. 12 month period.
documents outside the UK as a Any legal or travel costs the Cardholder has
result of an Incident. to pay in order to obtain Emergency Travel
Documents.
Any travel documents replaced which are not
as a result of an emergency, for example, a
document replaced whilst a Cardholder is in
the UK.
Emergency Card Fees incurred by Up to £100 per Incident for a Single Account More than a total of £100 for a Single Account
a Cardholder in order to replace Policy and up to £200 per Incident for a Joint Policy and £200 for a Joint Account Policy in any
a Card whilst outside the UK as a Account Policy. 12 month period.
result of an Incident. The cost of obtaining more than one Emergency
Card per Cardholder for any one Incident.
Any costs incurred where a Cardholder has
obtained an Advance for the same Incident.
A cash Advance to a Cardholder Up to £2,500 per Single Account Policy and An Advance made other than via Western Union.
following an Incident. up to £5,000 per Joint Account Policy for any Any costs incurred by travelling companions who
one Incident. are not Cardholders.
UK cash Advance up to £1,000 for any one More than one Advance per Incident.
Incident.
A cash Advance in the UK where You are
stranded within 40 miles of the address
registered with Us.
An Advance to a Cardholder who Up to £2,500 per Single Account Policy and An Advance made other than via Western Union.
is outside the UK to meet hotel or up to £5,000 per Joint Account Policy for any Any costs incurred by travelling companions who
other third party accommodation one Incident. are not Cardholders.
charges that the Cardholder is
unable to pay as a result of an More than one Advance per Incident.
Incident.
A cash Advance to a Cardholder Up to £2,500 per Single Account Policy and An Advance made other than via Western Union.
who is outside the UK to replace up to £5,000 per Joint Account Policy for any Any costs incurred by travelling companions who
flight or other travel tickets lost or one Incident. are not Cardholders.
stolen as a result of an Incident.
More than one Advance per Incident.
An emergency messaging service We will use Our best endeavours to relay a More than two emergency messages in any 24
for a Cardholder who is outside Cardholder’s message to a third party. hour period.
the UK. More than three separate unsuccessful attempts
to deliver a message.
The cost of a replacement driving Up to £50 per Cardholder in any 12 month More than £50 per Cardholder in any 12 month
licence lost or stolen during an period. period.
Incident.
86
Customer Care – We set high standards and seek to provide – Checking details on applications for credit and credit
levels of service that We believe You have the right to expect. related or other facilities
However, things can go wrong and if they do We want You – Managing credit and credit related accounts or
to tell Us about them. Please write in the first instance to the facilities
Data Processing Manager, STAMS Ltd, PO Box 98, Blyth, NE24
9DL. If this does not resolve the matter to Your satisfaction – Recovering debt
You can take the matter up with the Customer Liaison – Checking details on proposals and claims for all types
Manager, at Allianz Insurance plc, 57 Ladymead, Guildford, of insurance
Surrey, GU1 1DB.
– Checking details of job applicants and employees.
If You are still dissatisfied, You have the right to refer to the
• We and other organisations may access and use from
Financial Ombudsman Service (FOS), which is authorised to
other countries the information recorded by fraud
consider most complaints and will undertake an independent
prevention agencies.
review of Your complaint. The Ombudsman can be contacted
at Financial Ombudsman Service, South Quay Plaza, 183 Marsh • If You wish to receive details of the fraud prevention
Wall, London E14 9SR, telephone number 08000 23 45 67, or agency with whom We record information about You,
the Ombudsman website www.financial-ombudsman.org.uk. write to Us at Customer Services, STAMS Ltd, PO Box 98,
Blyth, NE24 9DL.
Data Protection Notice
CIFAS
• STAMS Ltd and its business partners and the Insurer
will use Your information for insurance, administration, Who is CIFAS?
underwriting, statistical analysis, claims handling, CIFAS, the UK’s Fraud Prevention Service is a not for profit
research, customer services and to undertake home visits membership organisation dedicated to the prevention of
to discuss the claim. We will disclose Your information financial crime. Among other initiatives, CIFAS helps prevent
to Our service providers, agents and business partners the misuse of individuals’ identities through the sharing of
for these purposes. information.
• In the event of a claim any information provided, The organisations that co-operate with CIFAS are committed
whether over the telephone or on the claim form or to sharing information and expertise to develop best practice
otherwise may be put onto a register of claims through in the field of fraud prevention. More information about CIFAS
which insurers share information to prevent fraudulent can be obtained from their website www.cifas.org.uk
claims. A list of participants and the name and the
address of the operator are available on request. The Fair Processing Notice
Insurer may also disclose Your information to their • If false or inaccurate information is provided and fraud
agents and other insurers to investigate or prevent fraud. is identified, details will be passed to fraud prevention
• STAMS Ltd may share Your information with agencies
organisations who are Our business partners. Our • L aw enforcement agencies may access and use this
business partners may contact You by mail, telephone, information
fax, e-mail or other reasonable method to let You know • We and other organisations may also access and use this
about any services which may be of interest to You. If information to prevent fraud and money laundering, for
You do not want Your details to be used for marketing example, when:
please write to Customer Services, STAMS Ltd, PO Box
98, Blyth, NE24 9DL. • Checking details on applications for credit and credit
related or other facilities
• You have a right to ask for a copy of Your information
(for which We charge a small fee) and to correct any • Managing credit and credit related accounts or facilities
inaccuracies. To make sure We follow Your instructions • Recovering debt
correctly and to improve Our service to You through
• hecking details on proposals and claims for all types of
C
training Our staff, We may monitor or record
insurance
communications.
• Checking details of job applicants and employees
If Your passport and/or driving licence have been stolen or
misappropriated as the result of an Incident, You may request Please contact Us at 08451 24 14 00 if You want to receive
that We file a protective registration on Your behalf. If You details of the relevant fraud prevention agencies.
instruct us to file a protective registration, Your details will be We and other organisations may access and use from other
used in the following way:
Key Information
countries the information recorded by fraud prevention
• If false or inaccurate information is provided and fraud agencies.
is identified, details will be passed to fraud prevention More information can be obtained from the CIFAS website
agencies. at www.cifas.org.uk
• L aw enforcement agencies may access and use this
information.
• We and other organisations may also access and use this
information to prevent fraud and money laundering, for
example, when:
87
KEY POLICY DIFFERENCES
The tables below provide a summary of the key differences between the cover provided as part of the Ultimate Reward Current Account and
our standalone policies for Halifax Travel, Home and Motor Insurance.
To ensure you don’t have more cover than you need, you may wish to review the terms and conditions of any similar policies you hold with
either us or any other provider.
Halifax Travel Insurance – 08457 23 33 43
Cover provided with your Ultimate Reward Cover provided with your Halifax Travel Insurance
Current Account policy
Travel • Cover ceases on your 71st birthday. • Cover ceases on your 75th birthday. USA cover maximum
Maximum age limit age 65.
Policy Excess • £50 per person, per incident (£250 legal • £50 per person, per incident (£250 legal expenses
expenses excess) excess). With the option to remove or increase policy
excess (applies to all sections except legal expenses)
Cancellation limits • £5,000 • £5,000 as standard, with option to increase to
£10,000
Policy Cover • Personal Baggage, Personal Money, Winter • Option to include Personal Baggage, Personal Money,
Sports and Golf Cover inclusive Winter Sports and Golf Cover
Halifax Motor Insurance – 08009 17 17 91
Cover provided with your Ultimate Reward Cover provided with your Halifax Motor Insurance
Current Account
Breakdown cover URCA account holders are covered as a driver or Policy holders are covered and anyone driving or riding as
passenger in any car within the specified limits a passenger in the insured vehicle with the permission of
the policy holder
88
Halifax Home Insurance – 08456 00 60 01
Cover provided with your Ultimate Cover provided with your Halifax
Reward Current Account Home Insurance
Card protection/Credit card cover • Fraud in first 24 hours before • Fraud up to £500, covering you and your
notification £2,500 family living at the property
• Fraud following notification £75,000
• Covers the account holders
(maximum of 2 people)
Mobile phone cover • Phone up to £2,000 • Phone up to £500, covering you and
• Phone accessories up to £250 your family living at the property
• Covers the account holders • Airtime up to £25
(maximum of 2 people) • Informing costs £25
Home Emergency cover
We will pay for:
• A qualified person chosen by us to • £250 • £500
deal with an emergency in your home
• Overnight accommodation if your • £100 • £100
home is uninhabitable
Home Emergency purchased alongside Halifax Home Solutions (available from 12th September 2011)
Cover provided with your Ultimate Cover provided with your Home
Reward Current Account Emergency policy purchased alongside
your Home Solutions policy
Home Emergency cover
We will pay for:
• A qualified person chosen by us to • £250 • £300
deal with an emergency in your home
• Overnight accommodation if your • £100 • No cover
home is uninhabitable
Key Information
89
our contact details
It’s easy to get in touch
If… Then call…
your debit card or cheque book is lost or stolen. 08457 20 30 99 immediately
We’ll cancel the debit card or cheque book and send
you a replacement. We don’t make our usual charge for
stopping cheques for this service.
you damage your cheque book. 08457 20 30 40

You can cancel your existing book and arrange
for a replacement.
For Cardcash accounts 08458 50 55 25
you’ve forgotten your PIN. 08457 20 30 40

We’ll then order you a replacement PIN once we’ve
confirmed your identity. You’ll need to unlock or
change this PIN at any Halifax cash machine by selecting
‘PIN services’ before you can use it.
For Easycash accounts and Cardcash accounts 08458 50 55 25
you’re worried that someone knows your online or 08456 02 00 00 for online banking
telephone banking security details or you need any 08457 20 30 40 for telephone banking
further help.
you’re worried that an automated payment or card 08457 20 30 40

transaction on your account hasn’t been properly
authorised by you, or has been incorrectly executed
on your account you must notify us.
you’d like to find out the indicative currency 08457 20 30 40

exchange rate before completing a debit card (+44 (0) 113 242 22 29 from overseas)
transaction in a foreign currency.
you’ve any general enquiries about your account, 08457 20 30 40

including additional information about the
transactions on your account.
All telephone lines are open 24 hours a day.

Calls may be monitored and recorded.
90
KEY CONTACTS CARD
Travel • Family cover • Cover ceases on your 71st birthday (65th for winter sports cover) Yes • Had, or are waiting for, any medical or blood tests?
insurance • Worldwide travel • Pre-existing medical conditions must be declared
• Multi-trip • The maximum trip duration is 31 days diabetes or both?
• Covers winter sports and golf trips • Children need to be under 16 (or under 23 and in full-time education)
• Includes personal belongings, medical emergency and repatriation, legal • Children are not covered for independent travel Have you or your family (those covered by the policy) ever:
advice and expenses, personal accident and personal liability. • Winter sports; maximum 24 days’ cover in any 12-month period
• Not valid for trips in the UK except for trips with pre-booked accommodation
cancer?
Car • Roadside assistance • Service is only available within the UK, Channel Islands and Isle of Man No
breakdown • Home Start • Maximum of five call-outs per 12-month period (seven for a joint account) and • Been treated for a breathing condition?
• Does not provide for any vehicle following an accident. their health during the insurance period?
phone • Repair or replacement phone up to a maximum original cost or value of • Any theft, loss or damage to your phone: conditions, we may charge an additional premium.
£2,000
• If phone is lost or stolen, you must notify the police and your airtime provider
• You must register your claim within 48 hours of discovering the incident
• A maximum of two claims per 12-month period.
Home • Helps to make your home safe or secure • Any claim if your home is unoccupied for over 60 days No
emergency • Avoids damage or more damage to your home • Any loss where you did not contact us to arrange repairs
cover • Restores utilities to your home if they have failed. • Any fault that you or any member of your family knew or should have known
Card • Covers all financial cards – one call and we can cancel everything • A cardholder using a card not in accordance with the card issuer’s terms Yes
and conditions
able to claim towards replacing them. • A loss or theft that you do not report to us within 24 hours of discovery.
2
Getting started
Your account


see PAGE 90 Calls may be monitored and recorded. • We also subscribe to The Lending Code. Details can be obtained from www.lendingstandardsboard.org.uk
• We’re not providing advice or recommending that these insurance policies are suitable for you. You should review your
Do you need extra help? • The insurance products outlined in this booklet are underwritten by Acromas Insurance Company Limited (Accident
hearing or speech impairment you can use Text Relay (previously • You should review any similar insurance products you have, including any held with us, to make sure you are not paying for
use it.

Not happy?
how to do this.
Our bank accounts
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Getting started

how else can we help? SOME IMPORTANT

INFORMATION Get £5 each month

Visit us Plus a £300 fee-free overdraft

Important information about compensation arrangements

INFORMATION Get £5 each month

Visit us Plus a £300 fee-free overdraft

Do you need extra help? •T

hearing or speech impairment you can use Text Relay (previously •Y

Important information about compensation arrangements

INFORMATION Get £5 each month

Visit us Plus a £300 fee-free overdraft

Do you need extra help? •T

hearing or speech impairment you can use Text Relay (previously •Y

Important information about compensation arrangements

Home • Helps to make your home safe or secure •A

Home • Helps to make your home safe or secure •A

Home • Helps to make your home safe or secure •A

For your worldwide For your mobile For your card

2 Switch your regular payments to us, including direct debits and

on 08456 02 52 93. They’re available Monday to Friday 8am-8pm and

3 Register for online banking. It’s quick, easy and secure.

Get a £5 reward every month

Our easy-to-understand overdrafts 6

Your Halifax Visa debit card 7

Paying money in and taking it out 8

Managing your account 9

Mobile Alerting service 10

Switch your account 11

Commision-free travel money 12

Introduction to your benefits 14

Bank account terms and conditions 28

Our contact details 90

A card containing all your important

Here’s how it all works…

Use a planned overdraft up to and including £2,500 £1 a day

Use a planned overdraft of over £2,500 £2 a day

Use an unplanned overdraft £5 a day

You can even get cashback from some •C

Your Account explained

Taking money out

Type of Where paid in When you can

In branch or using an Immediate Deposit Machine or Express Same day

Via a cash machine Next working day

Via a cash machine 5 working days after

*2pm if using an Immediate Deposit Machine in Northern Ireland.

Your Account explained

Your Account explained

Your Account explained

Your home may be repossessed if you do not keep up repayments

Protection for you and your family Page

Worldwide multi-trip family travel insurance 15

Mobile phone insurance 20

Home emergency cover 22

Identity theft assistance 26

Preferential rates of exchange on travel money 12

• Cancellation of pre-booked travel and

For snowboarding, skiing and snow or ice

• Cover for accidental loss, theft or damage to

Medical • In the event of an accident or illness during

• Legal expenses for compensation or damages

• Defence costs in relation to an incident

Upgrade now for extra AA cover

Home • Helps to make your home safe or secure •A

Home • Helps to make your home safe or secure •A

Home • Helps to make your home safe or secure •A

Our easy-to-understand overdrafts 6

Your Halifax Visa debit card 7

Paying money in and taking it out 8

Managing your account 9

Mobile Alerting service 10

Switch your account 11

Commision-free travel money 12

Introduction to your benefits 14

Bank account terms and conditions 28

Our contact details 90

• Cancellation of pre-booked travel and

• Cover for accidental loss, theft or damage to

Medical • In the event of an accident or illness during

• Legal expenses for compensation or damages

• Defence costs in relation to an incident

• Cost of the qualified person chosen by

• If your property becomes uninhabitable

Part A – Contact and security 32

Part B – Banking services 34

Reward payments, interest and account fees 45

3. Submits a document in support of a claim knowing the Hazardous activities