C u s to m e r P a c k a g e
D o c u m e n t a t i o n
You should read this document w ith your:
• Customer Agreements; and
• Credit Card Agreements (if this applies).
Please keep this booklet to refer to in the future.
Welcome
At Danske Bank, we’re always keen to f ind ways to improve how we communicate with
our customers, using information that is easy to use and understand. As part of this
commitment, we have developed this booklet to provide information you need to know
about our customer packages in one document.
The packages in this booklet of fer you many practical advantages to help you manage
your everyday f inances.
Please take the time to read this booklet and keep it handy, as the information it contains
about your customer package is important.
We are committed to treating customers fairly and to providing you with important
information on your accounts. We value all our customers and look forward to continuing
to provide you with the highest levels of customer service.
We hope you f ind this booklet useful. If you have any questions, please visit any of our
branches or call us on 0845 6002882.
Gerry Mallon
Chief Executive
Section
Page
1
Important information
1 to 14
2
General terms and conditions
15 to 30
Payment Table
31 to 37
Special terms and conditions for:
Personal Current Accounts
38
24 Hour Telephone Banking
39 to 43
eBanking
44 to 52
Electronic Signature
53 to 55
Danske 3D Secure
56 to 58
3
Special terms and conditions for
59 to 65
Debit MasterCard Personal Card
4
Personal Danske MasterCard
66 to 75
Credit Cards terms and conditions
5
Danske Visa Credit Card terms and conditions
76 to 84
6
Important Information - London Branch
85 to 86
7
Special terms and conditions for Danske eSaver
87 to 88
Danske Bank Customer Package Documentation
As at 3 July 2015
How to read this booklet
This booklet covers our Danske Choice and Danske Freedom packages. It also covers our basic bank account Danske Basic. Depending on which package you choose, dif ferent sections of this booklet will apply. We’ve tried to make reading this booklet as easy as possible by dividing it into sections.
You’ll f ind a reminder at the start of each section telling you whether the section applies to your package.
If you are a customer of our London branch, you should read the sections relevant to the products you have chosen and also section 6.
Please see the chart below, which identif ies what coloured sections of the booklet you need to read.
Sections
1
2
3
4
5
6
7
Danske Choice
Danske Freedom
Danske Basic
Danske Visa credit card
London Branch Customers
Danske eSaver
Section 1 - Important information
Page
a)
Who your agreement is with
1
b)
Personal package features
2
c)
Danske Basic - Basic bank account
2
d)
Explanation of personal package features
3 to 4
e)
Serv ices available for our customers at the Post Of f ice
®4
f)
Credit card summary boxes
5 to 6
g)
How to use your accounts
7 to 8
h)
Putting things right for you
9
i)
How we use your personal and business information
10 to 11
j)
A guide to how we and credit reference and fraud
12 to 14
prevention agencies use your personal information
Plain English Campaign's Crystal Mark only applies to section 1 of this publication.
Plain English Campaign's Crystal Mark does not apply to pages 5 and 6 and ‘Services available for Our customers at the Post Office®’ on page 4.
16711
a) Who your agreement is w ith
When you open an account with us your account agreement is with Northern Bank Limited, registered in Northern Ireland (registered number R568). The terms and conditions which we give you when you open an account with us will apply to that agreement.
Danske Bank is a trading name of Northern Bank Limited which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (reference number 122261).
Note:
Whether we grant you any of our credit facilities depends on your age and circumstances. We may change or withdraw the products or benef its associated with Danske personal packages.
Details of our fees and service charges and interest rates are available in our ‘Fees and service charges explained’ and 'Interest rates' leaf lets, (available at any Danske Bank branch in the UK and on our website at www.danskebank.co.uk/docs) and in the document called ‘Customer Information on fees and service charges and interest - Personal Current Accounts’, which we have given you. By using eBanking, 24 Hour Telephone Banking and cash machines, you could save money.
c) Danske Basic - Basic bank account
Danske Basic is a basic bank account designed to provide only basic banking facilities. Danske Basic may be suitable if you: • are 18 or over;
• do not currently have a bank account; and
• are on a low income or your main source of income is state benef its. Danske Basic is not available if you:
• already have a current account or basic bank account; • need an overdraft; or
• have or need any other borrowing.
You cannot have more than two Danske Basic accounts – one in just your name and one in joint names. You can get more information about basic bank accounts on the Money Advice Service's website at www.moneyadviceservice.org.uk
b) Personal current account package features
Danske Choice Danske Freedom Danske Basic
(restrictions apply – see below)
Age 18 and over 18 to 27 18 and over
eBanking and 24 Hour Telephone Banking 3 3 3
Danske Mobile Bank App and Danske Tablet Bank App 3 3 3
Debit Card
- cash withdrawals at cash machines and at Post Of f ice®counters - pay in cash and cheques at Post Of f ice® counters
- make a donation to a charity
(where the cash machine provider of fers this service) - point of sale (for example, shops, over the phone, through the internet)
- contactless payments of £20 or less
3 3 3 3 3 3 3 3 3 3 3 3 3 3 No Chequebook available 3 3 No
Arranged overdraft available 3 3 No
Maximum arranged overdraft available without
a fee for setting it up £7,500 £3,000 None
MasterCard Credit Card
(see summary box on page 5) Standard Standard No
Commission-free foreign currency • Ordered by eBanking • Ordered at a branch 3 No 3 3 No No
Discounted arrangement fee for residential home loans No 3 No
d) Explanation of personal package
features
eBanking (including Mobile Banking) and 24 Hour Telephone Banking
eBanking is our internet banking service. Both eBanking and 24 Hour Telephone Banking of fer an easy, quick and inexpensive way to carry out your banking transactions at a time that suits you best.
Debit Card
If a debit card is available with your current account, you can use this as a cash card and a debit card.
A cash card allows you to withdraw your money at cash machines both in the UK and abroad or make a donation to a charity (where the cash machine provider of fers this service). A debit card allows you to pay for goods and services. This is sometimes known as using your card at a ‘point of sale’. You can do this in a number of ways.
• In places such as shops, supermarkets, petrol stations and hotels
• Over the phone • Through the internet
You will be able to shop anywhere you see the logo, both in the UK and abroad.
If Your Card has the contactless indicator , then you will be able to make contactless transactions.
Further information is available in section 3.
At some of our larger branches you can use your debit card to pay cash (including coins) and cheques into your account. Please ask at your local branch for details.
You can also use your debit card to withdraw cash and make lodgements at a Post Of fice® counter.
The money for these transactions will be taken from your current account. All transactions will appear on your current-account statement, with details such as the date, the place the transaction was made, and the amount you paid. A daily spending limit is automatically set on your account to limit the amount you can withdraw from a cash machine, but there is no limit on the amount that you can spend when paying for goods or services. Please contact us if you want to discuss a limit on the amount you can spend on goods and services. If you are under 16, you have to apply for a spending limit to be set on your account for you to be able to use your card when paying for goods or services (you will need permission from your parent or guardian). If you want to change either of these limits, please speak to your branch.
Chequebook
All the personal packages in this booklet (except Danske Basic) of fer a chequebook with your current account.
Arranged overdraft
All the personal packages in this booklet (except Danske Basic) of fer an arranged overdraft. Each package of fers a specific maximum amount, where we do not charge an overdraft set up fee to set the arranged overdraft up. You can apply separately, after we have opened the package, for any amount over this specific limit. The overdraft set up fee for any amount over this specific limit is currently 1% of the extra amount. Whether we grant you an arranged overdraft depends on your age and circumstances.
MasterCard credit card
We may issue a MasterCard credit card as part Our personal packages referred to in this booklet (except Danske Basic). Whether we issue a MasterCard depends on your age and circumstances.
A credit card allows the person named on the card to charge purchases to the credit card account.
You will have a separate account for your credit card and we will tell you what your credit limit is. We will send you a statement each month, which will give you details of the amount that you have spent and the minimum payment you need to make. You can use your MasterCard at more than 24.6 million outlets worldwide.
You can make payments in any of the following ways. • By direct debit
• Through our eBanking service or 24 Hour Telephone Banking service
• By taking your statement to your bank and paying by cash or cheque
• By sending a cheque to Danske Bank, Clearing Control Unit, Donegall Square West, Belfast, BT1 6JS
When you make a payment you must make sure that you give us the sort code and account number for your MasterCard account. You will find this information on your credit card statement.
You should read the summary box (in this section of the booklet) which applies to the credit card for the package you have chosen.
Current account
A current account is a safe and convenient way to manage your day-to-day finances. You can use it to manage your money, receive your money, pay bills and keep your money secure. All our personal packages of fer a current account which you can use to set up direct debits and standing orders, free of charge.
Statements
All our personal packages provide a statement every half year. If you register for eBanking, you will automatically receive your statements electronically. We will also issue a statement at the end of any calendar month where you have had a payment transaction on your account.
Visa credit card
You can apply for a Visa credit card when you apply for any of Our personal packages. A Visa credit card is not part of the package. Whether we issue a Visa card depends on your age and circumstances.
Danske 3D Secure
Danske 3D Secure is provided by us in association with MasterCard Secure Code™ and Verified by Visa™. Danske 3D Secure is a secure way of using your debit card, your MasterCard credit card or your Visa credit card to make purchases on the internet with organisations who take part in the scheme. Please refer to section 2 for full terms and conditions or contact your branch for more information.
Danske eSaver
You can also apply for Danske eSaver, which is an instant access savings account. You get access to your Danske eSaver account through our eBanking or 24 Hour Telephone Banking services.
We can monitor how you use your debit card and credit card, and we may contact you or suspend your debit card or credit card (without contacting you) if we think that it could be misused. If you are travelling abroad, we
recommend that you contact your branch to tell them that you may be using your debit card or credit card outside the UK.
Phone Calls
Call charges may vary. Please contact your phone company for details.
e) Services available for our
customers at the Post Of f ice®
Cash Deposit Service
You can deposit sterling cash to your Danske Bank account in the UK at any Post Of f ice® branch in Northern Ireland or in Great Britain. Details of this service are as follows: • you must have a valid Danske Bank debit card for the
account into which the deposit is being made – we will use the details from the card to identif y the sort code and account number of the account to be credited. If you do not have a debit card you may request one. Debit cards are not available with all accounts;
• you must present your Danske Bank debit card with the cash you want to lodge. You will be required to either place your card into the chip and PIN terminal or hand it to the Post Of f ice® teller. You will not be required to enter a Personal Identif ication Number (PIN); • you may deposit up to £20,000 sterling containing a
maximum of £250 sterling in coin in a single deposit at over 400 Post Of f ice® branches in Northern Ireland although restrictions may apply in some branches where lower single deposit levels may be in place; • prior to deposit, notes must be sorted by denomination
amounts and coin must be sorted by denomination amounts and presented in full bags;
• the Post Of f ice ® teller will issue a printed
acknowledgement to you which you should keep for your own records;
• when you lodge cash at a Post Of f ice® branch your available balance will be adjusted immediately and you can draw against the funds lodged immediately. The entry date on your statement will be the next business day. The value date on your statement will be the date that you lodged the funds at the Post Of f ice® branch. Please refer to the Payment Table on page 31 of this booklet for details.
Cheque Deposit Service
You can lodge sterling cheques to your Danske Bank account in the UK at any Post Of f ice® branch in Northern Ireland or in Great Britain. Details of the service are as follows: • you must place the cheques and a completed
pre-printed Bank Giro Credit into a Danske Bank deposit envelope. You can request a book of personalised Bank Giro Credits from your branch. Deposit envelopes are available from the Post Of f ice® or from any Danske Bank branch in Northern Ireland;
• the sort code and account number (taken from the Bank Giro Credit) must be detailed on the envelope in the spaces provided;
of the cheques to be lodged;
• the envelope should be handed to a Post Of f ice® teller, who will issue you with a printed acknowledgement which you should keep for your own records;
• cheque deposits made in this way and prior to the cut-of f time which applies in the Post Of f ice® branch where the deposit is being made, will be received by Us on the next business day and that will be the Entry Date which appears on your bank statement. Please refer to the Payment Table on page 31 of this booklet for further details.
Cash Withdrawal Service
You can withdraw cash from your Danske Bank account at any Post Of f ice® branch in Northern Ireland or in Great Britain. Details of this service are as follows:
• you must have a valid Danske Bank debit card and PIN for the account from which you wish to make the withdrawal;
• you may withdraw up to £350 if the balance available on your account and the daily cash withdrawal limit applicable to your card allows;
• you must advise the Post Of f ice® teller of the amount that you want to withdraw and place your card into the chip and PIN terminal. The amount of the withdrawal will appear on the chip and PIN terminal. When you enter your PIN you will authorise the withdrawal; • the Post Of f ice® teller will hand you your cash along
with a printed acknowledgement for your own records; • withdrawals made at the Post Of f ice® branch will be
debited from your account on the next business day and that is the Entry Date which will appear on your bank statement. The available balance on your account will be reduced immediately by the amount of the
withdrawal. Please refer to the Payment Table on page 31 of this booklet for further details.
Balance Enquiry Service
You can obtain a balance enquiry for your Danske Bank account at any Post Of f ice® branch in Northern Ireland or in Great Britain. Details of this service are as follows:
• you must have a valid Danske Bank debit card and PIN for the account on which you wish to make the balance enquiry;
• you will be required to place your card into the chip and PIN reader and when prompted, enter your PIN; • The Post Of f ice® teller will hand you a printout with
your balance detailed. Details of:
• The Cash Deposit Service; • The Cheque Deposit Service; • The Cash Withdrawal Service; • The Balance Enquiry Service;
are available from the Post Of f ice® or from any Danske bank branch in Northern Ireland. You can also obtain details via the internet on www.postof f ice.co.uk or
APR stands for ‘annual percentage rate’. It aims to give people a more accurate idea of how much they are being charged when they borrow money. It allows people to compare the total cost of borrowing money for different types of loan and lengths of time.
SUMMARY BOX – Danske MasterCard Standard Credit Card
The information contained in this table summarises key product features and is not intended to replace any terms and conditions
APR • Representat ive 22.9% APR var iable
Interest rates
Introductory Rate Monthly
Rate Annual Rate Purchases 0% (for 5 months from date of card issue) if we tell you in writing that you
are entitled to an Introductory Rate 1.73% 20.76%
Cash advances Not applicable 1.73% 20.76%
Balance transfers
0% (for 5 months from date of card issue) if we tell you in writing that you
are entitled to an Introductory Rate 1.73% 20.76%
Interest-free
per iod • Maximum 59 days for purchases and balance transfers if you pay your balance in full and on time.
• In addition there is an interest free period on purchases and balance transfers during the introductory period if we tell you in writing.
• There is no interest free period on cash advances.
Interest charg ing
informat ion You will not pay interest on new purchases if you pay your balance in full and on time. Otherwise, the period over which interest ischarged will be as follows:
From Until
Purchases The date by which you must make your minimum payment as shown in your statement for the month inwhich the transaction is made. Repaid in full
Cash advances The date your account is debited (this appears on your statement as the interest date). Repaid in full*
Balance transfers
The date by which you must make your minimum payment as shown in your statement for the month in which the transaction is made. Repaid in full
* If you pay the balance in full, the interest charge for the period from the previous statement to the date of full repayment will be debited the following month.
Allocat ion of
payments If you do not pay off your balance in full, we will allocate payments we receive to your account in the following order:
• Towards balances on which interest is charged at the Standard Rate;
• Towards balances on which interest is charged at any rate which is less than the Standard Rate; and
• Towards balances on which interest is charged at 0%.
See condition 3.5 of the terms and conditions that apply to your Agreement
Minimum
repayment • Greater of 3% of current balance, or the total of interest and default charges on the statement plus 1% of the current
balance (less interest and default charges), or £5, each month.
• If you only make the minimum payment it will take longer and cost more to clear your balance.
Credit limit
Minimum credit limit £250
Maximum credit limit Subject to status
Fees • No annual fee
Charges
Cash Fee 2.75% with a £2.75 minimum (Maximum daily withdrawal limit at cash machines is £500 per day)
Copies of statements £5 each
Copies of transaction vouchers £5 each
Emergency cards and emergency cash £20 (if you should ask us to issue an emergency card or emergency cash to you)
Foreign Usage
Danske Bank Card Exchange Rate (UK) Rates can be found at www.danskebank.co.uk/travelmoney
One or more of the following may apply: • Non-Sterling Transaction Fee of 2.75% • Cash Fee of 2.75% with a £2.75 minimum
Default charges Late payment charge £8
SUMMARY BOX – Danske Visa Credit Card
The information contained in this table summarises key product features and is not intended to replace any terms and conditions
APR • Representat ive 22.9% APR var iable
Interest rates
Introductory Rate Monthly
Rate Annual Rate Purchases 0% (for 5 months from date of card issue) if we tell you in writing that you
are entitled to an Introductory Rate 1.73% 20.76%
Cash advances Not applicable 1.73% 20.76%
Balance transfers
0% (for 5 months from date of card issue) if we tell you in writing that you
are entitled to an Introductory Rate 1.73% 20.76%
Interest-free
per iod • Maximum 59 days for purchases and balance transfers if you pay your balance in full and on time.
• In addition there is an interest free period on purchases and balance transfers during the introductory period if we tell you in writing.
• There is no interest free period on cash advances.
Interest charg ing informat ion
You will not pay interest on new purchases if you pay your balance in full and on time. Otherwise, the period over which interest is charged will be as follows:
From Until
Purchases The date by which you must make your minimum payment as shown in
your statement for the month in which the transaction is made. Repaid in full
Cash advances The date your account is debited (this appears on your statement as the
interest date). Repaid in full*
Balance transfers
The date by which you must make your minimum payment as shown in
your statement for the month in which the transaction is made. Repaid in full
* If you pay the balance in full, the interest charge for the period from the previous statement to the date of full repayment will be debited the following month.
Allocat ion of
payments If you do not pay off your balance in full, we will allocate payments we receive to your account in the following order:
• Towards balances on which interest is charged at the Standard Rate;
• Towards balances on which interest is charged at any rate which is less than the Standard Rate; and
• Towards balances on which interest is charged at 0%.
See condition 3.5 of the terms and conditions that apply to your Agreement
Minimum repayment
• Greater of 3% of current balance, or the total of interest and default charges on the statement plus 1% of the current balance (less interest and default charges), or £5, each month.
• If you only make the minimum payment it will take longer and cost more to clear your balance.
Credit card pricing
An explanation of credit card pricing can be found on our website at www.danskebank.co.uk in the Personal cards section under 'Tips and Information'.
APR stands for ‘annual percentage rate’. It aims to give people a more accurate idea of how much they are being charged when they borrow money. It allows people to compare the total cost of borrowing money for different types of loan and lengths of time.
Credit limit Minimum credit limit £250
Maximum credit limit Subject to status
Fees • No annual fee
Charges
Cash Fee 2.75% with a £2.75 minimum (Maximum daily withdrawal limit at cash machines is £500 per day)
Copies of statements £5 each
Copies of transaction vouchers £5 each
Emergency cards and emergency cash £20 (if you should ask us to issue an emergency card or emergency cash to you)
Foreign Usage
Danske Bank Card Exchange Rate (UK) Rates can be found at www.danskebank.co.uk/travelmoney
One or more of the following may apply: • Non-Sterling Transaction Fee of 2.75% • Cash Fee of 2.75% with a £2.75 minimum
Your bank account details
Each account you open will have a sort code and account number. The sort code and account number are used when you make payments to or from your account in the UK.
The sort code is a six-digit number which is used to identify your branch. Your account number is an eight-digit number which is used to identify your account at that branch. You will find your sort code and account number printed on your paying-in slips, on the footer of each of the cheques in your chequebook (if we have issued one for your account) and bank statements. On your bank statement the sort code and account number are combined (in that order) into a fourteen digit Account Number for Your Account. The first six digits are your sort code and the last eight digits are the account number. The name of your account is usually your own name. The name of your account will also appear on your paying-in slips, cheques, cards and statements. When you make payments to your account from an account which is outside the UK, or you make payments from your account to an account which is outside the UK, you will need to use the Bank Identifier Code(BIC) and the International Bank Account Number (IBAN). The BIC for all of your accounts with Us is is DABAGB2B.
The IBAN for each of your accounts is unique. You can find the IBAN for your account on your bank statement or by asking your branch. If money is sent to your account from abroad the correct IBAN (International Bank Account Number) must be used to make sure the payment is received. If you are sending money to an account abroad then you must take care to quote the correct BIC and IBAN for the payee's account. It is important that you use the correct BIC and IBAN when making a payment to another bank account abroad.
When you are making payments into or out of your account it is important that you use the correct sort code and account number (for payments within the UK) or the correct BIC and IBAN (for payments outside of the UK). If you use the wrong details, your payment may be delayed or not paid. We are not liable for any payment that is delayed, not paid or paid incorrectly because you have given us the wrong details. However, we will make reasonable efforts to try to recover any money paid incorrectly.
Your statements
We will regularly send you account statements. You will also get extra information with your statement. This will tell you more about the service charges and interest rates which could apply to your account. You can also get mini-statements on your account at a Danske Bank cash machine in the UK, on eBanking or through our 24 Hour Telephone Banking service. You should use your statements to keep track of your money. You should always check your statement regularly and carefully and tell your branch straight away if there are any mistakes. For more information on 'How to read your statement' visit our website at www.danskebank.co.uk.
Security
You should keep information about your bank account in a secure place at all times. This includes your chequebook, cards and PIN (personal identification number). You should keep your card separate from your chequebook. Always remember to
keep your PIN secret and do not let anyone know what it is – not even bank staf f. If you find it hard to remember your PIN,
you can change it to a number which is easier to memorise. You can do this at any Danske Bank cash machine in the UK.
If you throw away bank correspondence (such as cash machine receipts, mini-statements, old chequebooks and expired cards), you should first shred any paper.
You should cut through the chip and any magnetic stripe on any card you destroy.
If your cheque book, card, PIN or personal password has been lost or stolen or if you suspect that anyone else has this information, you should contact us immediately. You can do this in any of the ways set out on our website and in your terms and conditions.
Terms and conditions
You should read the terms and conditions for your accounts carefully. If there is anything you do not understand, please ask us for help. To make our terms and conditions easy for you to understand we have divided them into 'General Terms and Conditions' which apply to all our personal current and savings accounts, and 'Special Terms and Conditions'. The General Terms and Conditions are set out in section 2. The Special Terms and Conditions are set out in the later parts of this booklet. Once you sign the customer agreement, you will be bound by these terms and conditions.
Nothing in the terms and conditions will take away your legal rights relating to goods or services which are faulty or which we have misdescribed. For more information about your statutory rights, contact your local trading standards department or Citizens Advice Bureau.
Our right to change the general terms and conditions (including interest, fees and service charges) - Current Accounts
We can change the terms and conditions of your accounts. When we can do this is set out in the General Terms and Conditions set out in section 2. We can only change a term or condition (such as increasing our fees, service charges or interest rates) if we have a valid reason to. Those reasons are set out in the General Terms and Conditions - Personal Accounts (clauses 16 and 27). If possible we will give you two months’ notice before making any change. If you do not agree with the change, you can close your account or end the relevant service, before the change takes effect, without having to pay any extra charges.
Fees and service charges
You may have to pay fees and service charges for some of the services we provide. You can find details of these in the ‘Customer information on fees and service charges and interest - Personal Current Accounts’ document attached to
your customer agreement. You can also get a copy of our ‘Fees and service charges explained’ leaflet from any branch and on our website at www.danskebank.co.uk.
Interest rates
You can find details of the interest rates that will apply to your current account in the ‘Customer information on fees and service charges and interest - Personal Current Accounts’ document attached to your customer agreement. You can also get a copy of our ‘Interest rates’ leaflet from any branch and on our website at www.danskebank.co.uk.
Payments to and from your account
The Payment Table on page 31 sets out the timings for payments into and out of your account.
Changing your mind
You can cancel the customer agreement if you change your mind about the package you have chosen within:
• 14 days of the date after the date you signed the customer agreement; or
• 14 days of the date after the date you received this booklet and any other information relating to the products and benef its in the package you have chosen (whichever date is later).
You must give us written notice that you are cancelling the agreement.
If you are liable (legally responsible) for repaying any amounts in relation to any of the products or services in the package you have chosen, you must repay those amounts before we can cancel the agreement.
Joint accounts
A joint account is an account that is opened in the names of two or more people. Opening a joint account is
straightforward but you should only open a joint account if you and the other joint account holders understand the commitments you are entering into. You also need to think about what would happen if you split up or if one of you died. If you are worried about how the other joint account holders may use the joint account, you should carefully consider whether a joint account is suitable for you.
When you open a joint package with Us you will have to agree to use the current account (or current accounts) within the package on the basis that any one of the account holders can authorise transactions without having to get permission from the other account holders (this is called an ‘Either to sign’ or ‘Anyone to sign’ mandate). If you want to open a joint account with a ‘Both to sign’ or ‘All to sign’ mandate, please speak to your adviser.
For further details about joint accounts, please read clause 2 of the General Terms and Conditions in section 2.
Additional information on Joint Accounts is also available on the British Bankers' Association (BBA) website
www.bba.org.uk "You and your joint account".
Financial dif f iculties
If you are having f inancial dif f iculties, you should let us know as soon as possible. We will do all we can to help you overcome your dif f iculties. With your co-operation, we will develop a plan with you for dealing with your f inancial dif f iculties and we will tell you in writing what we have agreed. If you want to arrange an appointment, you can call us on 0845 600 2882 (or 0044 2890 049221 if you are outside the UK) between 8am and 8pm Monday to Friday and between 9am and 4.30pm on Saturdays and Sundays except for bank holidays or other holidays in Northern Ireland when the bank is not open for business. For more information, visit our website at www.danskebank.co.uk.
We are committed to providing a high standard of customer service. If you are not satisf ied with any part of our service, we have procedures in place to deal with your concerns ef fectively and in the correct way. If you want to make a complaint, please follow the steps below. Please provide as much relevant information as possible, including your account details, the branch or part of the business involved, a summary of your complaint and any action already taken to deal with the issue.
Step 1
You can contact us as follows:
In person
Visit any of our branches and talk to one of our team. You can f ind your nearest branch and its opening hours at www.danskebank.co.uk
Online
Visit www.danskebank.co.uk and click on the ‘Contact us’ link on the homepage. Click on ‘Make a complaint’ and you’ll then be able to write to us using our online form.
In writing
You can write to Us at: Danske Bank
PO Box 2111 Belfast BT10 9EG.
By phone
You can call us on 0845 600 2882. When you call you’ll need to have your account information handy.
(Lines are open between 8am and 8pm Monday to Friday and between 9am and 4.30pm on Saturdays and Sundays except for bank holidays or other holidays in Northern Ireland when the bank is not open for business. We may record or monitor calls to conf irm details of our conversations, for your protection, to train our staf f and to maintain the quality of our service. Call charges may vary. Please contact your phone company for details).
One of our complaint handlers will make sure that your complaint is fully investigated and try to deal with the matter in a way you are satisf ied with. We will deal with all
complaints promptly and impartially (that is, in a fair and unbiased way). If we have not dealt with your complaint by the close of business on the business day after we receive your complaint, we will send you a letter acknowledging your complaint. This letter may also include our f inal response to your complaint. If we need more time to investigate your complaint, we will keep you informed of the steps we are taking to deal with it.
In all cases, within eight weeks of receiving your complaint we will send you a letter explaining:
• our f inal response; or
• why we cannot provide a f inal response yet, and when we expect to be able to do this.
Step 2
We always aim to deal with complaints in a way you are satisf ied with. However, if you are not satisf ied with the f inal or written response you receive from us you may be able to refer your complaint to the Financial Ombudsman Service ('FOS').
You should send your complaint to: Financial Ombudsman Service South Quay Plaza
183 Marsh Wall London
E14 9SR
Phone: 0845 080 1800
Email: complaint.info@f inancial-ombudsman.org.uk
You must normally refer the complaint to them within six months of the date of our f inal response.
The Financial Ombudsman Service can help with complaints about most f inancial problems involving products and services provided in (or from) the UK however some restrictions apply.
You will also be able to contact the Financial Conduct Authority if you think that we may have broken the Payment Services Regulations 2009.
You can contact the FCA by writing to: Financial Conduct Authority
25 The North Colonnade Canary Wharf
London E14 5HS
The FCA will use this information to inform its regulatory activities.
If any part of your complaint relates to a product another company has provided (for example, an insurance product), we will send that part of your complaint to that company. We will do so promptly. We will also give you a f inal response to explain why we have sent that part of your complaint to the other company, and that company’s contact details.
i) How we use your personal and business information
Danske Bank is a trading name of Northern Bank Limited. Northern Bank Limited is a member of the Danske Bank Group (the Group).
At Northern Bank Limited, we store your information to manage your accounts and to provide services which suit your needs. We have explained below what information we hold and how we use it.
What information do we hold?
As one of our customers, you give us certain information, such as your name and address. We may currently hold other personal and f inancial information about you and we may get or receive more information about you in the future. This information may include:
• details you give us on application forms;
• information we get from how you use your accounts; • details of who supplies goods and services to you; • information from other organisations, such as credit
reference and fraud prevention agencies; and • information from people who know you, such as joint
account holders and people you are f inancially linked to.
There may be times when the information we hold about you includes sensitive personal data, such as information relating to your health, racial or ethnic background, sexual life, criminal convictions or proceedings. We will only hold this data when we need to for the purposes of the product or services we provide to you.
If you are a business customer, the information we hold will also include details you or other people (such as your advisers) give us during f inancial reviews and interviews, as well as information we get from analysing the banking transactions of the business.
How we use your information
As well as using your information to manage the products and services we provide to you, we may need to use your data for a number of other reasons. These include the following.
• When you ask for a service or product from us, we will use the details you provided and other details (such as how you manage your accounts with us) to help us in our assessment process.
• We will use your information to assess whether our products and services are suitable for you, including making credit decisions about you. This may involve credit scoring.
• We may use your information for research purposes and regular statistical analysis (including risk and credit analysis) to develop, improve and market our products and services, to understand your buying preferences and to produce management information relating to risk.
• We may use your information to prevent fraud and recover debts.
If you are f inancially linked to another account holder within the Group, we may look at your information when deciding whether to approve an application for credit by the person you are linked to, including when that person applies on behalf of a business that he or she owns. (For a full list of companies in the Group, please contact your branch or write to the Data Protection Of f icer, Danske Bank, Donegall Square West, Belfast, BT1 6JS).
We may link information about your accounts with us to information about other products and services we provide to you. We may also link your information to the information relating to other people you are f inancially linked to, if you make a joint application or if you tell us that you have a husband, wife, civil partner or partner.
Conf identiality
We appreciate that it is important for you to know that we will not give your personal and business information to anyone else. We will treat all your information as conf idential at all times, even when you are no longer a customer. This means that we will not pass on information about you, unless:
• we have your permission to do so; • we must provide this information by law;
• we have a duty to the public to share the information; or
• it is in our own interests to do so (for example, to prevent fraud or recover money you owe us). There are other circumstances where we need to provide information to other people to help us and you to run your accounts. We do so when it is in your interests as well as ours. We have set out these circumstances below. We subscribe to the Lending Code which sets minimum standards of good practice in the UK. To meet our duties to regulators, we may allow authorised people to see our records (which may include information about you) for reporting, compliance and auditing purposes. For the same reason, we will also hold the information about you when you are no longer a customer.
We may also share information with certain statutory bodies, eg the Financial Services Compensation Scheme (FSCS) if required by law.
We may provide information about you to someone you nominate or authorise to act on your behalf.
If we provide you with products and services involving insurance, we must pass your details to insurers. Insurers may keep a record, on a register of claims, of information you provide in connection with any claims made under the insurance. Insurers may use this register to prevent fraudulent claims. You can get a list of companies who use the register, and details of the register operator, from the insurers.
We may exchange information about you with other companies in the Group to assess credit risk, to prevent fraud or manage risk, or to help us run your accounts. We may also share your information within the group to prepare research and analyse statistics (including analysing risk and credit) so that we can improve our services. We may exchange information about you with other companies in the group for marketing purposes if you give us your permission.
Service providers
We will sometimes arrange for service providers, agents and subcontractors, sometimes from outside the EEA, to provide services and process your information on our behalf. We will make sure that these service providers, agents and subcontractors have a duty to keep your information conf idential and secure, and that they only process your information as set out in a written contract.
Protecting you
We may use your information to protect you in the following ways.
• We may record or monitor phone calls to conf irm details of our conversations, for your protection, to train our staf f and to maintain the quality of our service.
• We use CCTV to record images in and around our premises to prevent and detect crime.
• Before we provide any service, we will carry out anti-money-laundering checks, which may include searches to conf irm your identity.
Credit reference and fraud prevention agencies
We may use credit reference and fraud prevention agencies to help us make decisions when you apply for a credit product or for a product which allows you to get credit. If you provide false or inaccurate information and we f ind that you have committed fraud, we will pass your details to fraud prevention agencies.
Law 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:
• checking details on applications for credit and credit-related or other facilities;
• managing credit and credit-related accounts or facilities;
• recovering debt;
• checking details on proposals and claims for all types of insurance; and
• checking details of job applicants and employees. Please contact your branch or write to the Data Protection Of f icer, Danske Bank, Donegall Square West, Belfast, BT1 6JS if you want to receive details of the relevant fraud prevention agencies.
We and other organisations may access and use from other countries the information the fraud prevention agencies record.
What we do and how both we and credit reference and fraud prevention agencies use your information is explained in the section called ‘A guide to how we and credit reference and fraud prevention agencies use your personal information’ (on pages 12 to 14 of this booklet).
Please help us – We want our service to meet your
expectations at all times. For it to do so, we need the information we hold about you to be accurate and up to date. Please help us by telling us straight away if there are any changes to your personal circumstances.
You can check the contact details that we have for you through eBanking or by contacting your branch. It is important that you tell us about any changes to your contact details, including your email address or mobile number. You are entitled to a copy of the personal information we hold about you. We charge a small administration fee for
providing this information. You can also ask us to correct any mistakes in the information we hold about you. You must write to us if you want to see this information.
Keeping you up to date with email and text messages
We are keen to keep you up to date with changes to the service we provide (for example, if we extend our opening hours at your local branch) or interruptions to our service, and also to remind you to activate and use the online services you have registered for.
If we have your email address or mobile number, we will use these to send you messages. All our emails and text messages will not be encrypted but they will not contain any personal information. You should never give personal information such as your name, address, date of birth, PIN or account number in an email or text message unless you have subscribed to a service where this information is part of the log-in process. If you want to email us, do so through eBanking.
If you do not want us to contact you by text message or email, please contact us and we will delete these details from our records. Or you can delete the details yourself through eBanking (under the heading ‘Are your details correct?’).
Keeping you up to date about our products and of fers
Through our marketing programme, we will identif y and tell you about products and services supplied by the group or other chosen organisations that we consider may be of interest to you. We may contact you by post, phone or other reasonable methods (unless you have asked us not to) and we will give you enough details so that you can make an informed choice. We may also contact you by email, text message and fax if you ask us to.
You do not have to accept the products or services we of fer. You can tell us in writing at any time if you do not want to receive marketing information. We will remind you of this right at least once every three years.
What is a credit reference agency?
Credit reference agencies collect and maintain information on consumers’ and businesses’ credit behaviour, on behalf of organisations in the UK.
What is a fraud prevention agency?
Fraud prevention agencies collect, maintain and share information on known and suspected fraud. Some credit reference agencies also act as fraud prevention agencies.
Why do you use them when I have applied to your organisation?
Although you have applied to us, we will not only check our own records but will also contact credit reference agencies to get information on your credit behaviour with other organisations. This will help us make the best possible assessment of your overall situation before we make a decision.
Where do they get the information?
They get information from the following sources. • Information that is available to the public, such as:
– the electoral register from local authorities; – county court judgments from Registry Trust; and – bankruptcy orders (and other similar orders) from
the Insolvency Service.
• Fraud information may also come from fraud prevention agencies.
• Credit information comes from information on applications to banks, building societies, credit card companies and so on, and also from how those accounts have been managed.
How will I know if you are sending my information to a credit reference agency or fraud prevention agency?
We will tell you when you apply for an account if we are going to give your information to a credit reference agency or a fraud prevention agency. The next section of this document will tell you how, when and why we will search at credit reference agencies and fraud prevention agencies and what we will do with the information we get from them. We will also tell you if we plan to send information about your or your business’s payment history to credit reference agencies. You can ask us, at any time, which credit reference agencies and fraud prevention agencies we use.
Why do you use my information in this way?
We and other organisations want to make the best possible decisions we can, to make sure that you or your business will be able to repay us. Some organisations may also use the information to check your identity. In this way, we can make sure that we all make responsible decisions. At the same time, we also want to make decisions quickly and easily and, by using up-to-date information, we can make the most reliable and fair decisions possible.
Who controls what these agencies are allowed to do with my data?
All organisations that collect and process personal data are regulated by the Data Protection Act 1998, overseen by the Information Commissioner’s Of f ice. All credit reference agencies regularly consult the Commissioner. How the agencies use the electoral register is controlled by the Representation of the People Act 2000.
Can just anyone look at the information the credit reference agencies hold about me?
No. Access to your information is very strictly controlled and only the people that are entitled to see it can do so. Usually that will only be with your permission or, in rare cases, if there is a legal duty.
Please read this section very carefully, as it will vary from lender to lender.
What we do
1 When you apply to us to open an account, we will do the following.
1a Check our own records for information on: 1a1 your personal accounts;
1a2 your f inancial associates’ personal accounts (if this applies); and
1a3 your business accounts, if you are an owner, director or partner in a small business. • A f inancial associate will be someone you have a
personal relationship with that creates a joint f inancial unit in a similar way to a married couple. You will have been living at the same address at the time. It does not include temporary arrangements such as those between students, people who share a rented f lat, or business relationships.
• A small business is an organisation (a sole trader, partnership or a limited company) that has three or fewer partners or directors.
1b Search at credit reference agencies for information on: • your personal accounts;
• your f inancial associates’ personal accounts, if you are making a joint application now or you have previously made joint applications, had joint accounts or been f inancial linked to other people; • other members of your family, if we do not have
enough information to help you (we will only do this in rare cases); and
• your business accounts, if you are a director or partner in a small business.
1c Search at fraud prevention agencies for information on you and any addresses you have lived at, and your business (if you have one).
2 What we do with the information you give us as part of the application
2a We will send your information to the credit reference agencies.
Important data protection
j) A guide to how we and credit reference agencies and fraud prevention agencies
use your personal information
2b If you are making a joint application or you tell us that you have a husband, wife, civil partner or f inancial associate, we will:
• search, link and record information at credit reference agencies about you both;
• link your records with the records of any person you identif y as your f inancial associate;
• take both your and their information into account in applications you or they or both of you make in the future; and
• continue this linking until the account is closed or is changed to a sole account and one of you tells us that you are no longer linked.
So, you must be sure that you have their permission to give us information about them.
2c If you give us false or inaccurate information and we suspect or identif y fraud, we will record this and may also pass this information to fraud prevention agencies and other organisations involved in preventing crime and fraud.
2d We may also use your information to of fer you other products, but only if you have given your permission.
3 With the information we gather, we will:
3a assess your application for credit (sometimes using scoring methods);
3b check details on applications for credit and credit-related facilities or other facilities;
3c conf irm your identity and the identity of your husband, wife, civil partner, partner or other directors and partners (sometimes using scoring methods);
3d carry out checks to prevent and detect crime, fraud and money laundering;
3e manage your personal and business accounts (if you have one) with us; and
3f from time to time, analyse statistics or carry out testing to make sure existing and future products and services we provide are accurate.
Any or all of these processes may be carried out as part of an automated system.
4 What we do when you have an account
4a If you borrow or may borrow from us, we will give credit reference agencies details of your personal and business accounts (if you have one), including account names, details of the people who hold those accounts with you, and information on how you manage the accounts. 4b If you borrow money and do not repay it in full and on
time, we will tell the credit reference agencies.
4c We may regularly search our own group records and the records of credit reference agencies to manage your account with us, including whether to make credit available or to continue or extend existing credit. We may also carry out checks at fraud prevention agencies to prevent or detect fraud.
4d If you have borrowed from us and do not make payments that you owe us, we will trace where you are and recover the money from you.
What credit reference and fraud prevention agencies do 5 When credit reference agencies receive a search from
us, they will do the following.
5a Place a search ‘footprint’ on your credit f ile, whether or not you or we go ahead with your application. If the search was for a credit application, other organisations may see the record of that search (but not the name of the organisation that carried it out) when you apply for credit in the future.
5b Link the records of you and anyone you have identif ied as your f inancial associate, including the names (and later or previous names) of other people who hold those accounts with you. Links between f inancial associates will stay on your and their f iles until you or they successfully f ile for a disassociation (to break the link) with the credit reference agencies.
• Financial associates can ‘break the link’ between them if their circumstances change and they are no longer a f inancial unit. They should apply for their credit f ile from a credit reference agency and f ile for a ‘disassociation’.
6 The credit reference agencies will give us:
6a credit information, such as previous applications you have made and how you and your f inancial associates (if this applies) have managed your and their accounts (including business accounts);
6b public information, such as county court judgments (CCJs) and bankruptcies;
6c electoral register information; and 6d information to help prevent fraud.
7 When we give the credit reference agencies
information about your personal and business accounts (if this applies to you), the credit reference agencies will:
7a record these details, including any previous and later names that have been used by the account holders and how you or they manage your account (accounts); and 7b make a record of the debts you still have left to pay, if
you borrow money and do not repay it in full and on time. The records we share with credit reference agencies will stay on f ile for six years after the accounts are closed, whether settled by you or defaulted (not paid in full by you).
8 Credit reference agencies will not use your information to:
8a create a blacklist; or 8b to make a decision.
9 The information that we and other organisations provide to the credit reference agencies about you, your f inancial associates and your business (if you have one) may be supplied by credit reference agencies to other organisations and used by them to:
9a prevent crime, fraud and money laundering (for example, by checking the details you have provided on
applications for credit and credit-related facilities or other facilities);
9b check how you have managed your credit and credit-related accounts;
9c check your identity, if you or your f inancial associate applies for other facilities;
9d make decisions on credit and credit-related services about you, your partner, other members of your household or your business;
9e manage your personal, your partner’s and your business (if you have one) credit or credit-related account or other facilities;
9f trace where you are and recover debts that you owe; and 9g carry out statistical analysis and system testing.
10 The information that we provide to the fraud prevention agencies about you, your f inancial associates and your business (if you have one) may be supplied by fraud prevention agencies to other organisations and used by them and us to:
10a prevent crime, fraud and money laundering by, for example:
• checking details provided on applications for credit and credit-related facilities or other facilities;
• managing credit and credit-related accounts or facilities; • cross-checking details provided on proposals and claims
for all types of insurance; or
• checking details on applications for jobs or when checked as part of employment;
10b check your identity if you or your f inancial associate applies for other facilities, including all types of insurance proposals and claims;
10c trace where you are and recover debts that you owe; 10d carry out other checks to prevent or detect fraud; and 10e carry out statistical analysis and system testing.
Law enforcement agencies may access and use this information.
We and other organisations may access and use from other countries the information recorded by fraud prevention agencies.
11 We may also use your information for other purposes you have given your specif ic permission for or, in very limited circumstances, when we must do so by law or if we are allowed to under the terms of the Data Protection Act 1998.
12 We may use your information to of fer you other products, but only if we are allowed to do so.
How to f ind out more
You can contact the CRAs currently in business in the UK by using the following details. The information they hold may not be the same so it is worth contacting them all. They will charge you a small fee, as set out in the Data Protection Act 1998, for providing the information.
• CallCredit, Consumer Services Team,
PO Box 491, Leeds, LS3 1WZ Phone: 0870 0601414 Website: www.callcredit.co.uk
• Equifax PLC, Credit File Advice Centre,
PO Box 3001, Bradford, BD1 5US Phone: 0870 010 0583
Website: www.myequifax.co.uk
• Experian, Consumer Help Service,
PO Box 8000, Nottingham NG80 7WF Phone: 0844 481 8000
Website: www.experian.co.uk
We subscribe to the CAIS credit account information sharing scheme operated by Experian relating to creditworthiness and fraud.
If you want to receive details of those fraud prevention agencies from whom we obtain and with whom we record information about you, contact/write to us at Danske Bank, Donegall Square West, Belfast, BT1 6LT. You have a legal right to these details.
Northern Bank Limited is owned by Danske Bank A/S. You can ask for a complete list of the companies in the Danske Bank Group at any time by writing to us at the address above.
If you have a
Danske Choice or
Danske Freedom Package or
Danske Basic Account
Part 1: General informat ion
These General Terms and Conditions are also available in Braille, in large print, on tape and on disk. Please speak to a member of staf f for details.
These General Terms and Conditions are written and available only in English and We undertake to communicate w ith You in English.
Make sure You read and understand these General Terms and Conditions and any Special Terms and Conditions for Your Account or Serv ice before opening an Account.
Good Banking
We comply w ith the FCA's requirements to pay due regard to customers’ interests and to treat customers fairly. We also subscribe to the Lending Code which sets minimum standards of good practice in the UK.
A copy of the Lending Code "A guide to the Lending Code For consumers" is available from a link on Our Website www.danskebank.co.uk
How You can contact Us
Our head of f ice is at
Donegall Square West, Belfast BT1 6JS.
You can contact Us by:
• Visit ing any of Our Branches;
• Wr it ing to Us at Danske Bank PO Box 2111, Belfast BT10 9EG;
• Telephoning Us on 0845 600 2882, or any of the telephone numbers stated on Our Website. You can cal l bet ween 8am and 8pm Monday to Fr iday and bet ween 9am and 4.30pm on Saturdays and Sundays except for bank holidays or other holidays in Northern Ireland when the bank is not open for business. We may record or monitor cal ls to conf irm details of Our conversat ions, for Your protect ion, to train Our staf f and to maintain the qualit y of Our ser v ice. Cal l charges may var y. Please contact your phone company for details; • Using the secure mail funct ion on eBanking; or • Complet ing the general enquir y form on Our
Website.
Details of the ways that You can contact Us are also available on Our Website.
What should You do if You have a dispute relat ing to Your Account?
If You are not happy w ith any part of Our serv ice, please ask your branch for a copy of Our leaf let ‘Putting things right for you’ or v isit Our website. We aim to deal w ith complaints in away Our customers are satisf ied w ith. If You have followed Our published complaint procedures and you disagree w ith the f inal response We have g iven, You can refer the matter to the Financial Ombudsman Serv ice. Details are available from Us or from www.f inancial-ombudsman.org.uk.
You w ill also be able to contact the Financial Conduct Authority (FCA) if You think that We have broken the Payment Serv ices Regulations 2009.
The FCA w ill use this information to inform its regulatory activ ities.
Important informat ion about compensat ion arrangements
We are covered by the Financial Serv ices Compensation Scheme (FSCS), the UK's deposit guarantee scheme. The FSCS can pay
compensation to depositors if a bank is unable to meet its f inancial obligations.
Your elig ible deposits w ith us are protected up to a total of £85,000 by the FSCS. Any deposits you hold above the £85,000 limit are unlikely to be covered. Please see the FSCS Information Sheet and Exclusions List at
www.danskebank.co.uk/fscs-personal for more detail.
Things You should know
When you open an account with us, your account agreement is with Northern Bank Limited, registered in Northern Ireland (registered number R568). The terms and conditions which we give you when you open an account with us will apply to that agreement.
Danske Bank is a trading name of Northern Bank Limited which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (reference number 122261). We comply with the FCA's requirements to pay due regard to customers’ interests and to treat customers fairly. Details of our registration can be found at
www.fca.org.uk/register, or by contacting the FCA on 0800 1116768.
Northern Bank Limited is a member of the Danske Bank Group
Our main business is to provide f inancial services in the form of a bank and to provide associated products and services, including Payment Services.
Copies of these General Terms and Conditions – Personal Accounts and any Special Terms and Conditions which apply to an Account or Service may be accessed and viewed via Our Website and can be printed out by clicking on the PRINT button on the appropriate page on Our Website.
Alternatively, You can obtain a copy at any time from Your Branch.
Our VAT Number is GB853759092.
