Silver Account

A guide to all your Silver Account benefits.

Discover how much more you get with your Silver Account.Contents.Your Bank of Scotland Silver Visa debit card 3How to register for your benefits 4£50 interest and fee-free overdraft 5AXA European Travel Insurance 6AA Breakdown Cover 8Mobile Phone Insurance 10 Sentinel® Card Protection 12Exclusive Saver 15Things you need to know 16With you every step of the way 18Important information about your benefits 20

If you’re registered for Internet Banking you can remind yourself of your Silver Account benefits at any time, by taking a look at the Account Benefits tab on your account statement page. You can also manage your benefits from here.

Your Silver Account is designed to make life easier. If there’s anything we can do to help, please let us know.

Call Silver Membership Services on 08456 02 02 01. If you need to call us from abroad or prefer not to use our 0845 number, you can also call us on +44 1313 33 00 32.

Visit bankofscotland.co.uk/silver

Or pop into any of our branches.

Changes to the Bank of Scotland Bank Account Conditions.We are making some changes to the Bank of Scotland bank account conditions with effect from 4th August 2014. Full details of the changes can be found in the ‘Bank of Scotland Bank Account Conditions’ document which you will have received when you opened this account or the ‘Changes to your account terms and conditions’ leaflet we have sent you. In this document where we reference any area where changes will be made, we have highlighted those changes.

Certain changes are also being made to some of the benefits which come with this account. Full details of the changes can be found in the policy documents you will have received when you opened your account, and which are included as part of this welcome pack.

2

Your Bank of Scotland Silver Visa debit card.The key to all your Silver Account benefits.

You should already have your sort code and account number, and we’ll send you everything else you need in the coming days.

¡ If you’re upgrading or downgrading from another Bank of Scotland current account, your account number, sort code and debit card PIN will all stay the same. And you will keep on using your current cheque book (if you have one).

¡ If you’re upgrading from a Classic to a Silver Account you will keep your existing debit card. Otherwise, if you’ve moved from any other account your new debit card will arrive in seven working days. And until it arrives you can continue to use your existing debit card.

¡ If you are new to Bank of Scotland your new debit card and PIN will arrive in seven working days. For security we send them separately.

¡ If there’s anything you’re missing after 10 days of opening your Silver Account, please let us know.

For general queries:call 08456 02 02 01 or +44 1313 33 00 32 from abroad.

You can also find out more by visiting the Account Benefits tab on your Internet Banking.

3

What’s included Am I already covered? What should I do next? Do I need anything? Find out more

AXA European Travel Insurance

(unless age limits or medical conditions

apply)

There are exclusions relating to your health that may affect your cover. Any medical conditions you have, have had or are aware of at the time of opening your Silver account or when booking any trip are not covered. Please refer to your travel insurance policy document for full details.

Your policy document is included in this welcome pack. Please keep it safe.

Page 6

AA Breakdown Cover

Relax. You’re already covered. Your policy document is included in this welcome pack. Please keep it safe.

Page 8

Mobile Phone Insurance administered by Lifestyle Services Group Limited

To register go to the Account Benefits tab in Internet Banking or call Silver Membership Services.

Have these details handy: Your mobile number, make and model Your mobile phone’s IMEI number* Your Silver Account details.

Page 10

Sentinel® Card Protection administered by Affinion International Limited

Complete and return the registration form you’ll receive in the next two weeks, register via the Account Benefits tab in Internet Banking or call Silver Membership Services.

You’ll need all of your card details handy. Page 12

Silver Membership Services:call 08456 02 02 01

*To find out your mobile phone’s IMEI number key *#06# into your mobile.

Nothing for you to do.

You’re covered, but registering now helps improve this service if you make a claim.

You’re already covered for most of them, but there are still a few things you need to register for by calling Silver Membership Services or visiting the Account Benefits tab on your Internet Banking.

How to register for your benefits.

4

Before 4th August 2014, a £10 buffer will be available on Planned Overdrafts which means there’ll be no overdraft interest or fees to pay if you go beyond your interest and fee free Planned Overdraft amount by £10 or less. This buffer will no longer apply from this date.

Preferential overdraft terms for Silver Account holders.

As a Silver Account holder you can benefi t from a £50 interest and fee-free Planned overdraft, subject to application and approval. This means you can borrow up to £50 without paying any overdraft fees or interest. If you already have a Planned

Overdraft in excess of this, the fi rst £50 will now automatically be interest and fee-free.

We may also be able to extend your existing Planned Overdraft limit (subject to application and approval), you’ll pay a Monthly Overdraft Usage Fee and interest on any Planned Overdraft amount borrowed over £50.

If you go over your agreed Planned Overdraft limit, we may let you cover these payments by granting you an Unplanned Overdraft. There are charges for using an Unplanned Overdraft, which you’ll fi nd in our Banking Charges Guide.

If you’ve only gone into an Unplanned Overdraft by £10 or less, we’ll provide a £10 buffer which means there’ll be no additional overdraft fees to pay. All overdrafts are subject to a review of your circumstances and are repayable in full on demand.

£50 interest and fee-free overdraft.

Breathing space with our Grace Period.Our Grace Period means that you have until 3.30pm (UK time) to pay in enough money to avoid any overdraft fees you may incur that day. The money needs to be immediately available to use, so you could transfer money from another personal account you have with us via Internet Banking, Mobile Banking or Telephone Banking or pay in cash over the counter in branch.

Sign up for Text Alerts and when you’re near your account limit you’ll receive a Limit Alert.Find out more on page 9 of Managing Your Account brochure.

We don’t charge you for Mobile Banking but your mobile operator may charge you for some services, please check with them. Limit Alerts are sent before 10am UK time Monday – Friday (excluding Bank Holidays). Services may be affected by phone signal or functionality. You need to be registered for Internet Banking. Terms and conditions apply.

5

Remember to pack your policy.

It’s a good idea to take your policy document with you when you travel. You’ll find your copy in this welcome pack or you can download it at bankofscotland.co.uk/silver

For extra protection.To upgrade to worldwide travel, add winter sports cover or get protection for a trip over 45 days long turn to page 12 of your policy document then call Silver Membership Services before you travel.

Waive your excess.An excess of £40 per claim may apply, but a waiver upgrade may be available instead. To find out more, please call Silver Membership Services.

Check you’re covered.You are eligible as long as both travellers are under 65 years old and will be living in the United Kingdom for at least 6 months during each 12 months following the opening of your Silver account.

You can find out more in your Travel Insurance policy document.

Your policy details.There’s no paperwork to complete as your policy number is your Silver sort code and account number.

For you and your partner.

When you’re planning a trip, your Silver Account includes comprehensive European travel insurance provided by AXA.

¡ Take as many trips as you like.

¡ You’re covered for up to 45 days per trip.

¡ New-for-old replacement on baggage under two years old if it’s lost or stolen.

¡ Travel disruption cover for added protection if your travel plans are disrupted due to cancellation or delay of your booked public transport.

¡ Covers leisure and business trips.

¡ Optional upgrades including worldwide travel available at extra cost.

European Travel Insurance.

6

Manage your travel cover online.If you are registered you can login via Internet Banking which will enable you to:

¡ Access and print your current Travel Insurance documents.

¡ Upgrade your level of cover.

¡ Update your personal information, like family details and the names of anyone on the policy.

¡ Register a claim.

Helping you in an emergency.To make a claim, report lost baggage, documents or money, or if you need medical assistance call Silver Membership Services, 24/7.

7

AA Roadside Assistance.Your Silver Account automatically includes AA Roadside Assistance, so if you break down help is only a phone call away.

You’re covered 24/7 if you break down over a quarter of a mile from home. If your car can’t be fixed at the roadside, you’ll be taken to the nearest suitable garage.

Accident Management Service.If you have an accident call Silver Membership Services and we’ll put you through to the AA Accident Management Service who will help arrange the recovery and repair of your car, and even lend a hand claiming on your insurance following an accident or vandalism.

Belt and braces.For even greater protection, call Silver Membership Services to upgrade your policy to include Home Start, Relay, Stay Mobile, Breakdown Repair Cover or European Cover.

You’ll find the terms, conditions and limitations of your cover in the AA policy document in this pack. Why not keep it in your car so you have it to hand when you need it.

No matter whose car you’re in, whether you’re the driver or a passenger, you’re covered by the AA – the UK’s No. 1 choice for breakdown cover.

AA Breakdown Cover.

8

If you break down or have an accident. Call Silver Membership Services

and we’ll put you through to the AA, or call the AA direct on 0800 980 57 92.

You’ll be asked for your Silver Membership Number (your sort code and account number) and you may need to show your Visa debit card when the AA Patrol arrives.

SMS text messaging is available for use by deaf, hard of hearing or speech impaired customers in a breakdown situation by sending an SMS to 07900 444 999.

9

You’re even protected against unauthorised calls made on a lost or stolen phone:

¡ Up to £300 (including VAT) per claim for prepaid and Pay As You Go phones.

¡ Up to £1,500 (including VAT) per claim for contract phones.

There’s a £100 excess per successful claim for claims relating to an iPhone and a £50 excess per successful claim relating to all other handsets.

Mobile Phone Insurance.Why you won’t be lost if you lose your phone.

Good news. Your Silver Account comes with mobile phone insurance and your phone is covered wherever you are in the world.

With effect from 24 November 2014, the insurer will change from London General Insurance Company Limited to Assurant General Insurance Limited and the registered address for Lifestyle Services Group Limited will change from Osprey House, Ore Close, Lymedale Business Park, Newcastle-under-Lyme, Staffordshire ST5 9QD to Assurant House, 6–12 Victoria Street, Windsor, Berkshire SL4 1EN.

Any references to Assurant General Insurance Limited in the following pages should be read as referring to London General Insurance Company Limited for the period until 24 November 2014.

Your insurance, administered by Lifestyle Services Group Limited (LSG) and underwritten by Assurant General Insurance Limited, covers one phone for sole Silver Account holders, while joint account holders can insure a phone for each of you.

Following a successful claim LSG will repair or replace your handset up to a maximum value of £2,000 (including VAT) if your phone is lost, stolen, damaged or suffers breakdown (including faults).

LSG will repair the mobile phone (where possible) or replace it with a mobile phone of the same make, model and memory size. If we cannot do this you will be given a choice of models with an equivalent specification.

Changing your phone?

Don’t forget to contact us to register your new phone details.

You’ll find all the terms, Tell the Police about any lost or stolen mobile phone as soon as you can. and limitations of your cover on pages 3 – 11 of the Small Print policy document that comes with this pack.

10

Please note proof of ownership may be required in the event of a claim.

Register your handset(s) now.To help us administer your policy more effectively and to help simplify the claims process, you can provide us with your mobile phone details. This can be done by completing the registration form when you take out your current account, through Internet Banking or by calling 08456 02 02 01.

You will need the following information when registering your handset:

¡ Make

¡ Model

¡ IMEI number.

If your phone is damaged.

¡ Report the incident to us by visiting the Account Benefits tab on your Internet Banking, or by calling Silver Membership Services.

¡ If we need you to send your phone to us, we’ll let you know.

If your phone is lost or stolen.

¡ You should tell LSG about your claim as soon as you can upon discovering the incident.

¡ Unauthorised network charges are only covered from the point your mobile phone is lost or stolen and for up to 24 hours after you discover the loss or theft. If you don’t tell your airtime provider within 24 hours you will be responsible for any further charges.

¡ Tell the police about any lost or stolen mobile phone as soon as you can and obtain a reference number.

¡ Make your claim to us by visiting the Account Benefits tab in Internet Banking or by calling Silver Membership Services.

How to make a claim.

11

How Sentinel® works. ¡ If your cards are lost or stolen,

report them to Sentinel®. They’ll tell your card providers to cancel the cards straight away and arrange replacements.

¡ Sentinel® can arrange emergency cash advances if you’re stranded from home without means of payment. You can receive up to £1,000 emergency cash, up to £3,000 for hotel expenses and £3,000 for lost tickets and travel documents. Cash advances are subject to status and are repayable within 30 days of receipt.

¡ There’s up to £200 to cover lost or stolen handbags, wallets and purses containing a card, plus you can claim up to £200 to replace your missing cash when lost or stolen at the same time as cards.

¡ Ask us to send you our Security Protected Key and Luggage tags to help reunite you with your items if they’re lost or stolen.

You must be a UK resident to be eligible for Sentinel® Card Protection. Sentinel® is a registered trademark of Affinion International Limited. For full terms, conditions and limitations please see pages 12 – 22 of the Small Print policy document.

The straightforward way to keep all your cards safe.

If your cards are lost or stolen, help is at hand. Just one call and Sentinel® Card Protection will arrange to cancel your cards, wherever in the world you may be.

And it’s not just your Bank of Scotland cards — any bank or store cards can be cancelled too. That means you can avoid the hassle of trying to recall your card details and arranging to have them cancelled individually.

Sentinel® Card Protection is administered by Affinion International and underwritten by AmTrust Europe Limited.

Sentinel® Card Protection.

12

If your cards are lost or stolen, call Silver Membership Services on 08456 02 02 01 or +44 1313 33 00 32 from abroad.

Registering your cards.Sentinel® Card Protection will arrange to cancel your debit, credit and store cards. You don’t have to register, but it’s a good idea as it helps us do things more effectively. Just go to the Account Benefits tab in Internet Banking, or call Silver Membership Services. You’ll be asked for the card numbers of the cards you wish to register, so please have them handy.

13

14

¡ Conditions for bonus payments — No conditions. Please refer to the ‘Savings interest rates and charges’ and ‘Savings account conditions and information’ brochures for more information.

¡ Withdrawal arrangements — No notice period. Instant access with no loss of interest.

¡ Access — Online, phone and branch. Optional Cashpoint® Card.

Open your instant access Exclusive Saver today.

Call us on 08456 02 03 04, visit your local branch or go to bankofscotland.co.uk/exclusivesaver

Exclusive Saver.Boost your savings.

With Silver, the benefi ts don’t stop with your current account. Open an Exclusive Saver Account and gain access to a variable interest rate including a 12 month fi xed bonus.

How it works: ¡ New accounts opened will receive

a fi xed introductory bonus payable for 12 months from the date of account opening. At the end of the bonus period, variable rates without bonus will apply.

¡ Interest rates — For our latest rates go to bankofscotland.co.uk/savings, call 08456 02 03 04 (8am to 9pm Monday to Friday and 9am to 5pm weekends) or speak to staff in your local branch.

¡ Variable interest is paid annually or monthly depending on choice at account opening.

¡ Your tax status — Interest is paid net of basic rate income tax at 20%.

15

Your benefits last as long as you hold your Silver Account. This table lists some key benefits and some important limitations and exclusions of your account. For full details please see the Terms and Conditions policy documents included in this welcome pack.

Things you need to know.Here’s a useful summary of your Silver Account benefits, along with some important limitations and exclusions to be aware of.

Insurance benefits

Your benefit Key benefits

European Travel Insurance

Multi-trip European travel cover for you and your partner (includes your spouse, civil partner or partner) Covers UK leisure travel when two or more consecutive nights’ accommodation is booked Comprehensive cover, including:

– Emergency medical cover (up to £10,000,000) – Cancellation or curtailment cover (up to £5,000) – Personal accident cover (up to £100,000) – Baggage cover (up to £2,500 (valuables up to £500 in total)) – Travel disruption cover (up to £5,000)

AA Breakdown Cover

Roadside Assistance Accident Management Service is only available in the UK, Channel Islands and Isle of Man Customer covered, not the vehicle

Mobile Phone Insurance

Insures one phone on a sole account and two phones for joint accounts Repair or replacement phone up to a maximum original cost or value of £2,000 (including VAT) Covers for loss, theft, accidental damage, water damage and breakdown

Sentinel® Card Protection

With one call day or night, Sentinel® Card Protection can arrange to cancel all financial cards and request replacements. Access to emergency cash advances in the event of lost or stolen cards Up to £200 cover for personal money and up to £200 cover for handbag, wallet, purse, briefcase lost or stolen (during 12 month period)

at same time as cards

16

Your benefit Additional exclusions

European Travel Insurance

Medical conditions that you have, or have had are not covered

Medical conditions affecting a close relative or a close business associate which you were aware of when opening your account or booking any trip may not be covered

Cover may be excluded for certain hazardous sports and activities (see ‘Permitted Sports and Activities’) Must live in the United Kingdom for at least 6 months during each 12 month period following the opening of your Silver Account For travel disruption, excludes claims arising within seven days after you opened your account or at the time of booking any trip

(whichever is later) relating to any circumstances publicly known at the time of account opening or booking any trip

AA Breakdown Cover

Maximum of five call-outs per 12 month period (seven for a joint account) and not covered for same or similar causes of breakdown to that which the AA attended within the previous 28 days

Does not provide for any vehicle recovery following an accident You are not covered when travelling in a car, van, minibus or motorcycle exceeding the weight restriction of 3.5 tonnes and maximum

width restriction of 7ft 6in (2.3m)

Mobile Phone Insurance

Theft, loss, damage or breakdown where you have knowingly put your mobile phone at risk or you have not taken care of it may not be covered. Examples are provided in the ‘What you are NOT covered for’ section of the Policy Document

We only pay for unauthorised network charges from the point your mobile phone is lost or stolen and for up to 24 hours after you discover the loss or theft. If you do not tell your airtime provider within 24 hours you will be responsible for any further charges

Your benefit Key benefit exclusions

European Travel Insurance

Cover stops on your 65th birthday The standard maximum trip duration is 45 consecutive days £40 excess may apply

AA Breakdown Cover

If it is not possible to fix the vehicle, you and up to 7 passengers will be recovered to a garage of AA’s choice or a local destination of your choice provided it is no further

Mobile Phone Insurance

Excess is £100 for Apple iPhone claims, £50 for all other handsets

Exclusions may apply to the benefits; more information on all these benefits and exclusions is available in the accompanying terms and conditions documents.

17

Cash Account: No monthly fee

Visa debit card — to withdraw money from cash machines in the UK and abroad that are part of the LINK or Visa network.

Classic Account: No monthly fee

Stop your account going into an Unplanned Overdraft by adding Control for £10 a month.

£25 interest and fee-free Planned Overdraft (subject to application and approval).

Visa debit card.

Cheque book - optional

Silver Account: £9.95 per month

European Travel Insurance for you and your partner up to age 65.

AA Roadside Assistance and Accident Management.

Mobile Phone Insurance.

Sentinel® Card Protection.

£50 interest and fee-free Planned Overdraft (subject to application and approval).

Visa debit card.

Cheque book.

Platinum Account: £17 per month

Worldwide Travel Insurance with a choice of Family or Winter Sports Cover. You and your partner are covered up to the age of 80 and Family Cover includes children up to the age of 18 or 24 if in full time education.

AA Breakdown Cover including Roadside Assistance, Home Start, Relay and Accident Management.

Mobile Phone Insurance.

Save What Matters.™

Sentinel® Card Protection.

£300 interest and fee-free Planned Overdraft (subject to application and approval).

Visa debit card — preferential charges when you use it abroad.

Cheque book.

Save What Matters™ is a trademark of Lloyds Bank plc and is used under licence by Bank of Scotland plc.

Overdrafts are available subject to status and are repayable in full on demand.

We review the range of acounts we offer from time to time. Products can be withdrawn without notice.

With you every step of the way.As well as the Silver account you’ve chosen, there’s a range of other current accounts to choose from. Here’s what we can do for you. For more information about the benefits and exclusions of these accounts, just speak to any member of staff.

18

Cash Account: No monthly fee

Visa debit card — to withdraw money from cash machines in the UK and abroad that are part of the LINK or Visa network.

Classic Account: No monthly fee

Stop your account going into an Unplanned Overdraft by adding Control for £10 a month.

£25 interest and fee-free Planned Overdraft (subject to application and approval).

Visa debit card.

Cheque book - optional

Silver Account: £9.95 per month

European Travel Insurance for you and your partner up to age 65.

AA Roadside Assistance and Accident Management.

Mobile Phone Insurance.

Sentinel® Card Protection.

£50 interest and fee-free Planned Overdraft (subject to application and approval).

Visa debit card.

Cheque book.

Platinum Account: £17 per month

Worldwide Travel Insurance with a choice of Family or Winter Sports Cover. You and your partner are covered up to the age of 80 and Family Cover includes children up to the age of 18 or 24 if in full time education.

AA Breakdown Cover including Roadside Assistance, Home Start, Relay and Accident Management.

Mobile Phone Insurance.

Save What Matters.™

Sentinel® Card Protection.

£300 interest and fee-free Planned Overdraft (subject to application and approval).

Visa debit card — preferential charges when you use it abroad.

Cheque book.

Save What Matters™ is a trademark of Lloyds Bank plc and is used under licence by Bank of Scotland plc.

Overdrafts are available subject to status and are repayable in full on demand.

We review the range of acounts we offer from time to time. Products can be withdrawn without notice.

19

Important information about your benefits.Travel insurance.Bank of Scotland plc Travel Insurance is underwritten by AXA Insurance UK plc. Upgrades and medical screenings are sold, administered and underwritten by AXA Insurance UK plc. Registered office: 5 Old Broad Street, London EC2N 1AD. Registered in England No. 78950. AXA Insurance UK plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under Financial Services Register number 202312.

AA Breakdown Cover.Roadside Assistance is provided by Automobile Association Developments Limited (trading as AA Breakdown Services) and is an insurer of breakdown assistance services cover that is exempt from authorisation under the Financial Services and Markets Act 2000. Registered Office: Fanum House, Basing View, Basingstoke RG21 4EA. Registered in England and Wales Number 01878835.

Stay Mobile and Accident Management are underwritten by Acromas Insurance Company Limited. Acromas Insurance Company Limited is authorised and regulated by the Commissioner

of Insurance, Financial Services Commission, Gibraltar, and regulated by the Financial Conduct Authority, United Kingdom. Acromas Insurance Company Limited is a member of the Association of British Insurers. Head Office: 57–63 Line Wall Road, Gibraltar. Registered Number 88716 (Gibraltar). UK branch address: Acromas Insurance Company Limited, Enbrook Park, Folkestone, Kent CT20 3SE.

20

Mobile Phone Insurance.Mobile Phone Insurance is administered by Lifestyle Services Group Limited (LSG) and underwritten by Assurant General Insurance Limited. Assurant General Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Lifestyle Services Group Limited is authorised and regulated by the Financial Conduct Authority.

Sentinel® Card Protection.Sentinel® Card Protection is administered by Affinion International and underwritten by AmTrust Europe Limited. AmTrust Europe Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. AmTrust Europe Limited is on the Financial Services Register, registration number 202189.

21

22

Silver Mem

bership Services: 08

456

02 02 01

Or +

44 1313

33

00

32 fro

m ab

road

23

If you have a hearing or speech impairment you can use Text Relay (previously Typetalk) or Textphone on 0845 600 9644 (lines are open 9am – 5.30pm, seven days a week).

We can provide brochures and other documents in large print, Braille, CD and audio tape. Please ask a member of staff if you’d like individual pieces of literature in any other formats or would like to know more.Important information.

We may monitor or record calls to make sure we have carried out your instructions correctly and to help improve the quality of our service.

For more information visit us at: bankofscotland.co.uk Not all Telephone Banking services are available 24 hours a day, seven days a week. Please speak to an adviser for more information. If you need to call us from abroad or prefer not to use our 0845 number, you can also call us on 01313 33 00 32.

Bank of Scotland plc. Registered in Scotland No. SC327000. Registered office: The Mound, Edinburgh EH1 1YZ.

We are authorised by the Prudential Regulation Authority and Regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 169628. We subscribe to the Lending Code; details can be obtained from www.lendingstandardsboard.org.uk

We are covered by the Financial Services Compensation Scheme and the Financial Ombudsman Service.

All information correct as at May 2014.

1/4520394-8 (05/14)

For more information visit us at: bankofscotland.co.uk/silver