Basic Account The essential guide to your new account
Our commitment to you We re committed to becoming Scotland s most helpful bank. It s not just words, it s a goal at our very core, guided by four commitments that are outlined in our Customer Charter for all to see. Commitments we ve created by speaking to customers like you. And that we plan to deliver against by always providing the best quality service, no matter how you bank with us: We put our customers needs first We will listen and then help you find solutions that meet your needs We make banking easier We will help you bank with us in the simplest and most convenient way We are there whenever you need help We will take personal responsibility when you need support from us We are fair and honest We will explain the features and pricing of our products clearly and simply If you think we have fallen short at any time, we want to know - you can be sure we will always listen and work to put it right.
Contents What s included?...4 Which services should I register for?...6 Common questions...9 What do I do next?...12 3
What s included? Welcome to your Basic Account a simple, current account for your everyday banking. You should have already received your PIN and Visa Debit card, so you have everything you need to start using your account. If you haven t received either of these, please call us on 08457 24 24 24 (Minicom 0800 404 6160). Your Basic Account gives you lots of practical help in managing your money, such as the following. Visa Debit card As long as you have enough money available in your account you can use this card to: withdraw up to 300 a day from any RBS, NatWest or Ulster Bank branded cash machines in the UK and Gibraltar or at any UK post office counter. Please remember that cash machines in many supermarkets including Tesco & Morrisons, are RBS or NatWest branded so you will be able to use these; withdraw cash from any cash machine overseas which displays the Visa logo (you may have to pay fees and charges for this); shop in store or online; and get cashback from selected retailers. Statements You will receive your regular statements via online banking unless you request them to be sent in the post. You can view your statements any time you like online by registering for Digital Banking at rbs.co.uk/digital, you can also choose to go paperless for either all or selected accounts. Just select Statements, then click on Start or stop receiving bank statements by post. RBS branches You can walk into any RBS branch and talk to a member of staff who ll be happy to help you. We have just over 645 branches throughout the UK, with many branches now open on a Saturday. To find your nearest branch, go to rbs.co.uk/branch-locator 4
Direct Debits and standing orders To help you manage your money, your account allows you to set up Direct Debits and standing orders to pay bills and transfer money automatically. It s important to remember that if you don t have enough money in your account, we may not be able to pay a Direct Debit or standing order from your account and you may be charged an Unpaid Item Fee for each payment we can t make. Please see the RBS Personal & Private Current Account Fees & Interest Rates leaflet for more information. No overdraft facility You cannot have an arranged overdraft or any other credit facility with the Basic Account. Emergency Cash If your debit card is lost or stolen you can still get access to your money by using our 24-hour Emergency Cash service. Call us immediately on 0870 600 0459 (Minicom 0800 404 6160). You ll have to answer a few quick security questions and then we ll give you a code that will allow you to withdraw cash from any RBS, NatWest or Ulster Bank branded cash machine in the UK. If you are a Digital or Telephone Banking customer you can withdraw up to 300. If you aren t you can still withdraw up to 60 to tide you over. These amounts are available providing you have the money available in your account. As a minimum you must have 20 in your account to use this service. We will send you a replacement card within 24 hours of you reporting it missing. 5
Which services should I register for? There are a number of ways to bank with us but you ll need to sign up for them. This is well worth doing because they ll let you do a lot of your everyday banking without needing to visit a branch. Digital Banking With Digital Banking you can manage your money 24 hours a day, 365 days a year, by visiting rbs.co.uk You can: check your balance view your statements online and search back up to 7 years make transfers between your accounts pay bills and other people view and manage Direct Debits and standing orders. Keeping you safe and secure Our priority is to make banking online or on your mobile as safe and secure as possible. That s why we made our commitment to you. You re protected by our Online and Mobile Security Promise we will refund money lost from your account if we find you have been a victim of banking fraud. It s our commitment to you and gives clear guidance on what you need to do to protect yourself. Our free Rapport security software also provides an additional layer of security. It works in conjunction with other anti-virus software installed on your computer. Download it for free at rbs.co.uk/rapport All you need to register for Digital Banking is your account number, sort code and debit card number. Go to rbs.co.uk/digital and follow the instructions on screen. Telephone Banking Wherever you are home or abroad you can use Telephone Banking at any time of the day or night. And all you pay for is the call. You can choose our quick and easy automated service or talk directly to one of our Customer Service team. Get up-to-the-minute balances and statements. Make instant transfers between your RBS accounts, pay bills and make payments. Manage Direct Debits and standing orders. Get information on our wide range of financial services. To register call 08457 222 345 (Minicom 0800 404 6160). All our telephone banking centres are in the UK with staff on hand to help 24 hours a day, 7 days a week. 6
Mobile Banking There s an easy way to stay in touch with your finances even when you re out and about using your mobile. To take advantage of our Mobile Banking service you will first need to register for our Digital Banking service, to find out more and register, visit rbs.co.uk/digital. Once you have registered for Digital Banking, you will need your Digital Banking customer number, debit card and some of your personal details to register for the service. Your details will be verified within 24 hours and we ll send you a text message when you re all set to go. Users must have an RBS personal account with a debit card, be over 11 and have a mainland UK mobile number starting with 07 to use this service. We ve developed Mobile Banking for BlackBerry, Android, iphone, ipad and Windows. If you download one of our free apps you can do the following: Get Cash from any RBS, NatWest or Tesco cash machine without using your debit card. Get Cash limits will apply for this service, including a maximum withdrawal limit of 250 per day. To use the service the amount requested must be within the daily withdrawal limit for your debit card and you must have at least 25 available funds to withdraw from your account (including any overdraft facility). Pay your contacts send money to RBS/NatWest app users or anyone who has a valid UK Visa debit, credit or prepaid card using just their UK mobile number. If you are paying someone with a RBS/NatWest mobile app the Payee will be notified by SMS and funds will reach the payee s account instantly. If your contact does not have a RBS/NatWest mobile app but has a valid UK Visa debit, credit or prepaid card, you will have to inform your contact separately about the exact amount. This will be a secret between you and your contact. We ll send your contact a text message notifying them of the payment but not the amount. The text message will have a link to a Visa payment collection site. On this collection site your contact will have to enter the exact amount and their Visa card number. Payee has 7 days to collect a payment from the day they receive the notification. We ll notify you by text message when they ve collected the payment and your balance has been debited. Sum of all your payments, on any given day, to RBS/NatWest app users or non RBS/NatWest app users cannot exceed 250. This limit is independent of your daily withdrawal and Get Cash limits. Customers must have available funds to send from your account (including any overdraft facility). continued overleaf 7
Pay your friends, family, credit card or utility bills just set up and make your first payment to each new payee in Digital Banking beforehand. Move money between your accounts transfers are processed immediately and your balances are updated. Check balances and statements view an up-to-the-minute account balance and recent transactions for all your accounts that you manage using Digital Banking. Near me find your nearest RBS branch or cash machine. Mobile phone top-up if you have a pay-as-you-go mobile you can top it up and up to four others too (this service is not available on 3). Remember, standard network message and data rates apply when using Mobile Banking, and sometimes extra network charges can apply when you use the service abroad. It s important to check this with your network provider. Pay Your Contacts, Get Cash and the Windows app will be available for RBS customers in Scotland (only). You can download our Mobile Banking app for free, just search for RBS on your smartphone from your app store or text APP to 83727. Text Alerts Get the latest information on your account with balance and transaction information sent direct to your mobile: Limit alerts get a text whenever your account hits any upper or lower limit you set. Why not use these to confirm when you ve been paid or to warn you if your balance is getting low? Balance updates we ll send your account balance to your mobile phone once a week on the day you choose. You could choose to receive an update each Friday, so that you know how much you have to spend over the weekend. Act Now Alerts Our alerts can help you reduce or even avoid fees for returned payments. These texts or emails specify the time by which you should have cleared funds in your account to cover all payments and keep your account in credit. To find out more and register, visit any RBS branch or go to rbs.co.uk 8
Common questions Here we answer some of the questions we re most commonly asked. For more information, take a look at your Helping you get the most from your Personal & Private RBS Current Account leaflet. When can I start using my account? All you have to do to start using your new account is activate your debit card which you should have already received along with details of your PIN. You ll find the instructions for doing this on the card. Once you ve done this, you can then register for Digital, Telephone and Mobile Banking. How can I pay money into my account? You can pay money into your account in the following ways. Over the counter pay in cheques or cash at any RBS branch. Cash Deposit Machines these can be found in many branches and allow you to pay cheques or cash into your account quickly (some machines will only accept notes). Cash machines over 400 RBS cash machines allow you to pay cheques or cash (not coins) into your account. Just fill in a paying-in slip and follow the instructions on screen. Online once you ve signed up to Digital Banking, you can instantly transfer funds between your RBS accounts. Post you can post cheques (not cash) direct to your branch. Mobile once you ve downloaded and registered for Mobile Banking, you can instantly move money between your RBS accounts. How can I check my account balance? You can use your debit card to check your balance or get a mini-statement at any of our cash machines and at post office counters. If you re registered, you can also check your balance using our Digital, Telephone or Mobile Banking services. What are the main fees and charges on my account? All of the fees and charges relating to this account are explained in the RBS Personal & Private Current Account Fees & Interest Rates leaflet. continued overleaf 9
Which cash machines can I use? You can use any RBS, NatWest or Ulster Bank branded cash machines in the UK and Gibraltar. Please remember that cash machines in many supermarkets including Tesco & Morrisons, are RBS or NatWest branded so you will be able to use these. You can also get cash over the counter at any Post Office in the UK. Use our ATM finder at rbs.co.uk/branch-locator Can I move my existing Direct Debits and direct payments such as my salary to this account? Yes. The Current Account Switch Service can make life easier, by guaranteeing to switch your account in just 7 working days (excluding Bank and Public Holidays). We ll: transfer all your regular payments, like Direct Debits, standing orders and bill payments; redirect any payments into or out of your old account to your RBS account for 13 months; and keep you up to date on how your switch is going, with texts and emails. To find out more visit rbs.co.uk/switch, call 0845 303 7075 (Minicom 0800 404 6160) or visit your local branch. Lines are open between 8am and 8pm Monday to Friday and from 9am to 6pm on Saturdays (except public holidays). 2013 CURRENT ACCOUNT SWITCHING What is a Direct Debit and how can I set one up? A Direct Debit is a regular payment, either fixed or variable, that you allow an organisation to collect from your account (for example, to pay your gas, electricity and phone bills). To arrange a new Direct Debit, you will need to sign a Direct Debit instruction provided by the organisation that you would like to pay. The organisation will then send this to us. Please allow two working days before the date you want the payment to be made for your instruction to be processed. The money is paid from your account automatically on the date you choose. This will be detailed in your statement as a Direct Debit payment. 10
What is a standing order and how can I set one up? A standing order is an instruction you give us to pay another person or organisation a fixed amount from your account at regular intervals (for example, once a month). The money is automatically paid from your account on the fixed date you choose. This will be shown on your statement as a standing order payment. There are three ways you can choose to set up a standing order: through Digital Banking through telephone banking; or at a branch. When you set up a new standing order please allow two working days before the date you want the payment to be made for your instruction to be processed. To set up a standing order you ll need to have the sort code and account number of the account you want to make the regular payments into. If you re setting up your standing order through Telephone or Digital Banking you ll need to use your security passwords. What do I do if my card is lost or stolen? We have a 24-hour Card Loss Centre that you should contact if your card is lost or stolen or if you suspect that someone knows your PIN. The number is 0870 600 0459 (Minicom 0800 404 6160). What if I want a different account? If at some point in the future your circumstances change, you can change your account to fit your needs. We are here to help you and offer a full range of accounts for you to choose from. Different terms apply to different accounts. If you want to open a new account you ll need to fill in an application form and we will carry out a credit-reference check. To find out more go to rbs.co.uk/currentaccounts How do I contact RBS? If you have any questions, please go to rbs.co.uk/currentaccounts or call 08457 24 24 24 (customers with hearing and speech difficulties can contact us by Minicom number 0800 404 6160) lines are open 24 hours a day, 7 days a week. For other ways to contact us, check our contact details page at rbs.co.uk 11
What do I do next? Activate your debit card. The instructions for doing this are on your card. You could move any existing Direct Debits and income payments to your new account at rbs.co.uk/switch Register for digital, telephone and mobile banking. You ll find details at rbs.co.uk We ll be in touch over the next few months to check on how things are going and help you make the most of your account. 12
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iphone and ipad are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc. BlackBerry is a trademark of Research in Motion Ltd. Calls may be recorded. The Royal Bank of Scotland plc. Registered office: 36 St Andrew Square, Edinburgh EH2 2TB. Registered number: 90312, Scotland. RBS06484 16 September 2013