Together we thrive

Your Welcome PackHSBC Premier helps you embrace the challenges of your full life

Welcome and thank you for choosing HSBC Premier. Your hard work has resulted in a life full of choices and challenges. So when it comes to managing your financial needs, you deserve that same hard work from us. That's why your HSBC Premier Account includes exclusive access to a range of preferential banking services and rewards.

This email also contains your terms and conditions information which we recommend you read carefully and that you keep this email in a safe place for future reference.

Please note that not all banks in the Channel Islands and Isle of Man participate

in the Current Account Switch Service which may impact our ability to offer this

service, ask in your branch for more details.

Your important information

Your new benefits

Download our App* Find a branch near you Talk to us

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Contact Us

*Device restrictions apply.

Your Welcome Pack

Simply click on the links below to find out more.

1. Benefits and features of HSBC Premier

2. Making sense of overdrafts

3. Personal Banking Terms and Conditions and Charges

4. Your HSBC Premier Worldwide Travel Insurance Policy Wording

5. Privacy Notice

6. Standards of Lending Practice

7. Important notes

8. Important information

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Benefits and features of HSBC Premier

Embrace your life full of life.

Life is full of responsibilities and choices to make, but also opportunities and dreams to fulfil.

We're here to support you with those unexpected decisions life can throw your way, and to

help you plan for whatever you want your future to bring.

Your benefits at a glance

¡ An interest free arranged overdraft

¡ Complimentary worldwide travel insurance, provided by Aviva Insurance Limited

¡ Preferential rates and terms on a range of our products and services1 including savings

accounts, personal loans2 and mortgages3

¡ Your own Premier Service Manager

¡ A choice of two Credit Cards designed to reward you on your transactions:

Premier Credit Card Representative 18.9% APR variable

HSBC Premier World Elite Credit Card Representative 59.3% APR variable

¡ Dedicated 24-hour telephone banking service

¡ Access to your exclusive Island Privileges

Your home or property may be repossessed if you do not keep up repayments on your mortgage.

1 Preferential rates compared to our Bank Account and Bank Account Pay Monthly products

2 Preferential loan rates compared to our standard loan range

3 May depend on lending requirements. Please visit hsbc.co.uk/mortgages/our-rates/ for more information

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Find out more

Eligibility

You’ll remain eligible for HSBC Premier if you continue to pay your annual income into your

HSBC Premier Bank Account and either:

¡ have savings or investments of at least £50,000 with HSBC in the CIIOM; or

¡ have an individual annual income of at least £75,000 and have one of the following

products with HSBC in the Channel Islands and Isle of Man: a mortgage, an investment,

life insurance or protection product

or, if you qualify for HSBC Premier in another country.

For eligibility purposes HSBC refers to the Channel Islands and the Isle of Man but excludes HSBC UK,

HSBC Expat, M&S Bank and First Direct.

If applying for a joint account based on annual income, at least one of you must have an individual annual income

of at least £75,000.

We’ll review your account on a regular basis and if you no longer meet the qualifying criteria we’ll convert

your account to another HSBC current account. We’ll always tell you at least two months before we convert

your account.

Access to preferential rates, terms and rewards1

An interest free arranged overdraft

Apply for a £500 interest-free arranged overdraft facility with no overdraft fee, subject to

eligibility and status.

Overdraft representative example (assumed arranged overdraft £1,200): 0% EAR variable on

the first £500 and 11.9% EAR variable on the rest.

Complimentary worldwide family travel insurance, provided by Aviva Insurance Limited

It protects you and your partner up to the age of 70, and any dependent children or

grandchildren2. Terms and conditions apply.

Preferential rates on HSBC personal loans3

Representative 3.3% APR for Premier Personal Loans between £7,000 and £15,000 for 12 to

60 months, and between £15,001 and £30,000 for 12 to 96 months.

Your own personal Premier Service Manager

To support your finances and help you make the most of your new Premier account, you’ll

have your very own personal Premier Service Manager who can advise on things such as

planning your future and managing your money.

1 Preferential rates compared to our Bank Account and Bank Account Pay Monthly products.

2 Children must be under 18 (or 23 if still in full time education and living at home during term time).

Grandchildren must be under 18 (or 23 if still in full time education).

3 Preferential loan rates compared to our standard loan range.

To find out more:

Call 0345 600 6161 or visit https://ciiom.hsbc.com/current-accounts/products/hsbc-premier/#

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Find out more

HSBC Premier Debit Card

Use your HSBC Premier Debit Card to make ATM cash withdrawals. Wherever you are in the

world, we won’t charge you non-sterling cash fees (ATM transaction fees), however some

cash machine operators may apply a direct charge for withdrawals from their cash machines

which they should tell you about on screen before you withdraw any money. We’ll charge

you a non-sterling (foreign transaction) fee, currently 2.75% of the sterling amount of

the transaction.

HSBC Premier Credit Card

(subject to status)

Our HSBC Premier Credit Card brings rewards for you and your family to enjoy, with a

Rewards Points Programme and Premier Privileges. The HSBC Premier Credit Card also gives

you access to several travel benefits for you and your family.

For information on payments, interest rates, fees and charges, see the

HSBC Premier credit card Summary Box.

Representative example

Representative

18.9% APR (variable)

Purchase rate

18.9% pa (variable)

Based on assumed credit limit of:

£1,200

HSBC Premier World Elite™ MasterCard®

(subject to status)

With an annual fee of £195, our HSBC Premier World Elite Credit Card brings you a world of

rewards, an enhanced Rewards Programme and Premier Privileges. Travelling the world and

experiencing new places and cultures can be so rewarding, this is why the HSBC Premier

Word Elite Credit Card also gives you and and your family access to several travel benefits that

will help you throughout your journey.

For information on payments, interest rates, fees and charges, see the HSBC Premier World Elite™ MasterCard® Summary Box.

Representative example

Representative

59.3% APR (variable)

Purchase rate

18.9% pa (variable)

Based on assumed credit limit of:

£1,200

With an annual fee of: £195

Further details and terms and conditions can be found at

https://ciiom.hsbc.com/current-accounts/products/hsbc-premier/#

To apply call 03456 006 161 (textphone 0800 028 0126).

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Find out more

Find out more

HSBC Premier Personal Loans

As an HSBC Premier customer, loans are exclusively available up to £50,000. You could

receive a low rate of 3.3% APR representative on loans between £7,000 and £30,000.

Our Personalised Loan Quote tool will give you an indication of the terms on which we may be

able to lend to you, without affecting your credit rating in any way.

All credit applications are subject to status. The rate you’re offered may differ from the representative APR shown – this will be based on your financial circumstances and the amount borrowed. Terms and Conditions apply.

Premier Family benefits

HSBC Premier’s benefits extend to your family too.

HSBC Premier Family accounts – added benefits

One of the most important life skills you can teach your children is to understand the value

of money. Our children’s HSBC Premier MyMoney accounts gives your child the opportunity

to manage their own money, with your guidance, from a young age. Encouraging children

to save from the age of 7 with an HSBC Premier MySavings Account and offer them the

experience of managing a current account and contactless debit card from 11 years old with

an HSBC Premier MyAccount.

Your child's accounts will be held in their name, but you’ll be able to check it for your own

peace of mind. From 11 they’ll have their own contactless debit card, which allows them to

withdraw up to £100 a day from cash machines in the UK, Channel Islands and Isle of Man,

and around the world, without being charged a cash withdrawal fee by HSBC.* And because

you never stop worrying about your children, we’ll also provide them with an HSBC Premier

Recognition Card, their global safety net with access to the same emergency services you

would receive abroad.

*Please note that a non-sterling transaction fee for a cash withdrawal in a foreign currency always applies to all

transactions outside the UK. Currently this is 2.75% of the sterling amount of the transaction.

HSBC Premier Family mortgage

As an HSBC Premier customer you can benefit from preferential mortgage terms on selected

mortgage products, depending on your lending requirements, together with a dedicated

Premier service. And now your children and grandchildren could also take advantage of these

too – whether they are buying their first home and need help getting on the property ladder

or re-mortgaging from another lender, HSBC Premier can help.

Your home or property may be repossessed if you do not keep up repayments on your mortgage.

All mortgage applications are subject to status, our lending criteria and an assessment of the circumstances of the applicant.

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Find out more

Premier Worldwide Travel Insurance

You and your family can enjoy HSBC Premier Worldwide Travel Insurance at no extra cost.

This includes cover for your partner, dependent children under 18 (under 23 if still in full time

education and living at home outside of term time) and grandchildren under 18 (under 23 if still

in full time education). HSBC Premier Travel Insurance is provided by Aviva Insurance Limited.

Terms and Conditions apply.

Global Wi-Fi with the HSBC Premier Credit Card and HSBC Premier World Elite Credit Card

Unlimited Wi-Fi for you and your family through Boingo at over one million hotspots worldwide

with our HSBC Premier exclusive credit cards. You can connect up to four devices at airports,

hotels and popular places around town, which allows your family to benefit from it too.

Premier Credit Card Representative 18.9% APR variable

HSBC Premier World Elite Credit Card Representative 59.3% APR variable (Fee applies)

Studying abroad

If your child is thinking of studying abroad, we can open an account for them (subject to

status) that’s ready before they arrive, in over 30 countries worldwide.

Certain features and benefits are subject to status and meeting HSBC's proof of Channel Islands and Isle of Man

address requirements.

All credit applications are subject to status, our lending criteria and an assessment of the circumstances of

the applicant.

Online Banking

Manage your money wherever you are, when it suits you.

¡ Make payments and pay bills.

¡ Manage standing orders and Direct Debits.

¡ Transfer money quickly and securely between accounts.

¡ Access up to six years of statements.

¡ Switch to electronic statements – save paper, avoid clutter.

¡ Request a new PIN.

HSBC Mobile Banking app

As an HSBC customer, the HSBC Mobile Banking app*1 for iPhone®, iPad®, Android™, Amazon

fire™ and Blackberry®10 mobile digital devices lets you manage your personal accounts easily

and securely from your mobile phone and tablet.

What you can do:

¡ Use a Digital Secure Key.*2

¡ View balances and up to 90 recent transactions.

¡ Make bill payments to existing beneficiaries.

¡ Transfer money between your HSBC accounts in the UK, Channel Islands and Isle of Man.

¡ Find your nearest ATM or HSBC branch.*2

¡ Send money outside the UK (Global Transfers) for free from your other HSBC Group

Accounts outside the UK.

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*1 Depending on your operating system, you may not have access to all of the services provided within the

HSBC Mobile Banking app. For more information please see https://ciiom.hsbc.com/ways-to-bank/. We will

not charge you for downloading the app but you may receive charges from your network provider. If you are

unsure of your current data charges, please contact your mobile phone contract provider. Please note that

charges may vary if used overseas.

*2 Available on most devices.

See https://ciiom.hsbc.com/ways-to-bank/ for further details.

Relationship Management Services

HSBC Premier offers a range of relationship management services which are there to help you

manage your banking and finances and make the most of HSBC Premier. Our aim is to meet

your personal needs and circumstances with the service we provide and can introduce you to

a range of HSBC specialists as appropriate, including regulated Financial Advisers.

We will confirm your relationship management service, where applicable, and all of the other

benefits of HSBC Premier are available to you. We will let you know in advance if there are

changes to your relationship management service. There are fees for our financial advice

service which will be explained in advance.

HSBC Premier Financial Advice Service

Whether your dream is to retire in style, put your children through university or protect your

loved ones, financial planning could help you secure the future you've imagined.

You can be assured that with a genuine understanding of your needs, our Financial Advisers

could show you the steps you might take to start building the future you want.

If you have £50,000 or more in savings or investments, are aged 18 or over and a Channel

Islands or Isle of Man resident, a Premier Manager, where appropriate, may introduce you to

our HSBC Premier Financial Advice Service.

We offer holistic advice, which means we assess your needs across all of the following

four areas:

¡ Protecting you and your family

¡ Saving for your children's future and education needs

¡ Managing and growing your wealth

¡ Passing on your wealth

This holistic approach gives us a clearer picture of what's important to you.

If you are interested in our HSBC Premier Financial Advice Service, we can discuss your

objectives and goals and recommend solutions to meet your needs. Fees will apply for this

service and in your initial, no-obligation discussion, a Premier Manager will clearly explain

these and also discuss the types of products and services offer.

We offer restricted advice which means rather than recommending products from the whole

of the market, we have elected to instead offer you a limited range of products from a limited

number of carefully selected companies, including HSBC.

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All investments carry some risk. The value of investments (and any income received from them) can fall as well as rise and you may not get back what you invested. For some investments this can also happen as a result of exchange rate fluctuations as shares and funds may have an exposure to overseas markets.

Most investments should be considered as a medium to long-term commitment; this means you should be prepared to hold them for at least five years.

Worldwide Travel Insurance

Free Worldwide Travel Insurance for you and your family (if under the age of 70).

HSBC Premier Worldwide Travel Insurance is provided by Aviva Insurance Limited.

Terms and conditions apply.

Worldwide support

¡ Automatic HSBC Premier status in all countries where you bank with HSBC.1

¡ Free international account opening before you arrive at your destination, when moving

abroad.

¡ Access to HSBC Expat2 banking and wealth management.

¡ Global View – online, and via the HSBC Mobile Banking app. Access to all your global

HSBC Premier accounts in one place with a single log-in.

¡ Global Transfers – transfer funds between your globally linked accounts with no transaction

charges – online and via the HSBC Mobile Banking app.

¡ Over 300 HSBC Premier centres worldwide. Contact your Relationship Manager,

access Online Banking and use our meeting rooms for your own business needs.

Global Emergency services

¡ Worldwide emergency replacement for a lost or stolen HSBC Premier Credit Card within

36 hours.

¡ Cash in the local currency up to the value of US$2,000 (if your debit card is lost or stolen).

1 Please be aware there are some countries where HSBC does not have a presence.

2 HSBC Expat is a division of HSBC Bank plc in Jersey.

Exclusive Island Privileges

As an HSBC Premier customer, you can enjoy a range of offers and discounts exclusively for

you through Island Privileges.

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Find out more

Find out more

Find out more

Making Sense of Overdrafts

Introducing our Overdraft Service

An Overdraft is a short term-credit facility. Overdrafts are primarily intended for short-term borrowing, and are not generally suitable for longer-term borrowing. Use of an overdraft will normally result in you being charged interest or other charges.

An Arranged Overdraft is where we agree an overdraft with a limit with you before your account goes overdrawn or over your current arranged overdraft limit.

An Unarranged Overdraft is when your account goes overdrawn and you don’t have an arranged overdraft or you go over your arranged overdraft limit.

The Overdraft Service works in the same way for all accounts on which an overdraft is available, except for Bank Account Pay Monthly. You can switch from Bank Account Pay Monthly whenever it suits you subject to eligibility by either calling us or visiting your local branch.

Who is eligible for this service?

Eligibility depends on your credit status, and your financial circumstances. You must be 18 or over to apply. The Overdraft Service is not available on our Basic Bank Account or any savings account. All overdrafts are repayable on demand and subject to our Personal Banking Terms and Conditions and Charges.

If you're not ready to apply, or would like to check if your application will be accepted without impacting your credit file, you can check your eligibility and get an indication of an arranged overdraft amount at ciiom.hsbc.com/current-accounts/overdrafts

Do you know you need an overdraft?

Most of the time, you’ll probably know in advance if you need an overdraft. If this is the case, you can approach us at any time to ask us to either set up or increase an arranged overdraft limit on your current account. There is no overdraft fee for agreeing an arranged limit.

Sometimes when we receive a payment request for an item, there’s not enough money in the account or there is not a sufficient arranged overdraft limit to cover it.

We all lead busy lives so it’s hard to keep a track of what’s going in and out of your account. And you may not be able to control exactly when an item will be taken from your account.

If you make a payment request without there being enough funds or a sufficient arranged overdraft limit, we will treat this as an unarranged request from you for an overdraft. If we agree to that request, the overdraft will be provided for 31 days and we may charge you a £5 daily Unarranged Overdraft Usage Fee. We won’t charge an Unarranged Overdraft Usage Fee (applies to HSBC Advance, Bank Account, Current Account and Graduate Account) if:

• Covering funds are paid in before the end of the day (defined as 11:45pm)

• The unarranged overdraft is for £10 or less

• The unarranged overdraft is a result of overdraft interest or charges

• Your account has been in unarranged overdraft for more than 30 consecutive days

We won’t charge you more in Unarranged Overdraft Usage Fees than the maximum unarranged overdraft agreed in that charging month (eg, the cost of a £15 unarranged overdraft will be limited to £15 even if you remain over your limit for more than three days).

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Monthly cap on unarranged overdraft charges

1. Each current account will set a monthly maximum charge for:

(a) going overdrawn when you have not arranged an overdraft; or

(b) going over/past your arranged overdraft limit (if you have one).

2. This cap covers any:

(a) interest and fees for going over/past your arranged overdraft limit;

(b) fees for each payment your bank allows despite lack of funds; and

(c) fees for each payment your bank refuses due to lack of funds.

Name of Account Cost of Arranged Overdraft Cost of Unarranged Overdraft (Monthly Maximum Charge)1

Bank Account Overdraft interest (19.9% EAR variable)Representative example (assumed overdraft £1,200): 19.9% EAR* variable.

£5 daily fee to a monthly maximum charge of £80.

Current Account2 Overdraft interest (19.9% EAR variable)Representative example (assumed overdraft £1,200): 19.9% EAR* variable.

£5 daily fee to a monthly maximum charge of £80.

Home Management Account2

Overdraft interest (19.9% EAR variable)Representative example (assumed overdraft £1,200): 19.9% EAR* variable.

£5 daily fee to a monthly maximum charge of £80.

HSBC Advance Bank Account

Overdraft interest (17.9% EAR variable)Representative example (assumed overdraft £1,200): 17.9% EAR* variable.

£5 daily fee to a monthly maximum charge of £80.

Graduate Bank Account Overdraft interest above interest free entitlement (19.9% EAR variable)Representative example (assumed overdraft £1,200): 1st year 0% EAR* variable on the first £1,500, 2nd year 0% EAR* variable on the first £1,000 and 19.9% EAR variable* on the rest.

£5 daily fee to a monthly maximum charge of £80.

1 In addition to any fees, you’ll also continue to pay overdraft interest on any arranged balance if you have one. We won’t charge overdraft interest on any unarranged balances.2 These accounts are no longer on sale.

HSBC Premier and HSBC JadeName of Account Cost of Arranged Overdraft Cost of Unarranged Overdraft

(Monthly Maximum Charge)3

HSBC Premier Bank Account

Overdraft interest (0% EAR variable on first £500 overdrawn then 11.9% EAR variable)Representative example (assumed overdraft £1,200): 0% EAR* variable on the first £500 and 11.9% EAR* on the rest.

Overdraft interest (11.9% EAR*

variable) to a monthly maximum charge of £500 on the unarranged overdraft

Jade by HSBC Premier Bank Account

0% EAR variable on first £500 overdrawn then 9.9% EAR variableRepresentative example (assumed overdraft £1,200): 0% EAR* variable on the first £500 and 9.9% EAR* on the rest.

Overdraft interest (9.9% EAR*

variable) to a monthly maximum charge of £2,000 on the unarranged overdraft

In order to reach the monthly maximum charge limit, based on current interest rates, you’d have to be over your arranged overdraft limit by more than £50,000 for HSBC Premier and £230,000 for HSBC Jade for a full charging month.

3 We’ll charge overdraft interest on any arranged and unarranged overdraft balances but no overdraft fees.

* EAR (Effective Annual Rate) takes account of the interest rate, the compounding of interest and how often interest is charged, and does not include any other fees or charges.

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Overdraft Text Alerts

Where we have a valid mobile number for you we'll send you texts to let you know about your overdraft usage and to help you avoid any overdraft charges.

We'll send text alerts when you have entered or we are aware that later in the day you are due to enter:

• your arranged overdraft – so you are aware of your usage.

• your unarranged overdraft – so you are aware of your usage and can take steps that day to avoid charges.

If you don't provide your mobile number, or let us know when you've changed it, we won't be able to send alerts and you may incur avoidable charges.

You can opt out of arranged or unarranged overdraft texts at any time by calling us on 03456 00 61 61 or by calling into branch.

Keeping track of your balance

When you check your balance, you will see your ‘Balance’ and ‘Available Balance’.

Your ‘Balance’ is exactly that – the balance of your account.

Your ‘Available Balance’ takes into account any pending payments, for example, when you use your debit card to buy goods or services and the amount isn’t yet showing on your statement, but excludes any cheques that haven’t yet cleared and does not include your arranged overdraft limit.

We’ve got numerous ways for you to keep an eye on your balance. For example, HSBC Mobile Banking, our mobile app that lets you check your balance on the go using your smartphone.

Use HSBC cash machines, which warn you if your withdrawal may incur a charge. Or use Online Banking to view balances, statements, payment details and request a change to your overdraft. You can also call us any time, to check your balance using our automated service.

Bank Account Pay Monthly

You can approach us at any time to ask us to set up or increase an arranged overdraft limit on your account, subject to status, and your financial circumstances, and we will charge overdraft interest on all overdrawn balance.

Whether you have an arranged overdraft limit or not, you’ll also receive an overdraft ‘buffer’ to act as a safety-net if you don’t otherwise have enough funds to cover a payment. The buffer is intended for short-term emergency borrowing so we expect you to repay any amount borrowed in this way within 31 days. We wont charge any interest on usage of the buffer. We may agree to unarranged requests with our standard Overdraft Service. With Bank Account Pay Monthly the difference is we won’t agree to any such requests that would take you over any arranged overdraft limit and your £50 buffer other than in very limited circumstances where we are obliged to make a payment. If payments are refused, your credit rating may be affected.

We will not charge any overdraft fees with Bank Account Pay Monthly.

Account Management

Every month, we will review your account to make sure your overdraft borrowing is suitable, based on credits to your account. If we feel that your overdraft borrowing may be too much when compared to credits to your account, we will recommend an appropriate amount to pay in. When we get in touch, we will also explain how we may be able to help, in the short and long term, if you are unable to pay this amount.

We will share information about your account usage with credit reference agencies. When payments are refused due to lack of funds, your credit rating may be affected.

You can reduce your limit or remove your arranged overdraft limit at any time. Please make sure that you're within any new arranged overdraft limit or in credit before doing so to avoid any unnecessary charges or impacts to your credit file. We can reduce or remove your limit using online banking, phone, or by calling into branch. If you wish to re-apply for a new or increase to an arranged overdraft limit this will be subject to a full application.

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Is our Overdraft Service the best way to borrow?

If you are struggling to run your account in credit, we can help you consider whether there are better ways to manage your finances. When it comes to borrowing money, the Overdraft Service is just one of the options available to you. Our Overdraft Service is a convenient way to borrow money for a short period of time. It can cover you for a few days before payday: if you have particularly heavy spending which you know you can repay over a couple of months; or if an item just happens to hit your account at the wrong time.

However, if you find yourself increasingly relying on your overdraft, an overdraft may not be the most cost effective way to borrow. Contact us if you want to discuss other borrowing options.

Want to know more?

Call us, visit your local branch or go online if you’d like to:

• set up, or change, an arranged overdraft on your current account

• know more about how to get your current account back in credit

• know more about other products which could help you with larger, longer term borrowing needs

• talk to someone about your borrowing – if you think you may be having difficulties it’s important to speak to us as soon as possible to see where we can help.

Important Information

HSBC Bank plc, registered in England and Wales number 14259. Registered office 8 Canada Square, London, E14 5HQ. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. HSBC Bank plc, Jersey Branch is regulated by the Jersey Financial Services Commission for Banking, General Insurance Mediation, Fund Services and Investment Business. HSBC Bank plc, Guernsey Branch is licensed by the Guernsey Financial Services Commission for Banking, Insurance Intermediary and Investment Business. In the Isle of Man HSBC Bank plc is licensed by the Isle of Man Financial Services Authority.

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Personal Banking Terms and Conditions and Charges

Effective from 17 November 2019

Contents

Part 1 – Our agreement

You and HSBC Channel Islands and Isle of Man: our agreement

1. How we’ll keep in touch

Your account – who can use it and keeping it secure

2. Checking it’s you

3. Keeping your account secure

4. Can someone else act on your behalf?

5. Joint Accounts

6. If you don’t use your account

Giving each other information

7. Statements and other information we’ll give you

8. Your information – when we need it and what we do with it

9. About tax

Payments

10. Paying money into your account

11. Payments into your account by mistake or fraud

12. Refusing payments

13. Why we might not be able to make a payment

14. Blocking your payments and services

15. How you can make payments from your account

16. Cancelling or changing payments (other than cheques)

17. If a payment goes wrong or money goes missing from your account

18. Refunds

About overdrafts

19. Overdrafts

Our relationship with you

20. Set-off

21. Changes we can make

22. Changes we can make without telling you in advance

23. How you can close your account or end this agreement

24. How we can end this agreement and close accounts

25. Paying what you owe before closing or switching the account

26. How we can transfer accounts

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27. Transferring this agreement

28. When we aren’t responsible for things that go wrong

29. What laws apply?

Information to help manage your account

Part 2 – Additional product terms

1. Current accounts

2. Savings accounts

Part 3 – Interest rates and charges

1. Important information

2. Charges for overdrafts

3. Other charges

PART 1 – OUR AGREEMENTYou and HSBC Channel Islands and Isle of Man: Our agreement

When you open an account with us, you’re setting up an agreement between HSBC Bank Plc and you, the person or persons we’ve opened one or more accounts for. You’ll find the terms of that agreement here.

This agreement covers all our personal banking accounts and services. It’s not for business

accounts, or if you’re holding money for someone else e.g. in a trust. Ask us if you need more

information about those kinds of accounts or services.

We ask you to read the terms because they’re what you’re agreeing to. They’ll also be useful

to help you understand your account. This includes what happens if things go wrong.

For some of our products or services (eg overdrafts and Online Banking), the terms we give

you when you request the product or service will also apply.

Some useful information

In these terms, you’ll find some boxes with the symbol . These aren’t part of our

“agreement” with you but they give you some useful information about your account.

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What you can do with your account

There are lots of ways you can use your account:

Mobile Banking by downloading the app.

Telephone Banking.

Online Banking at ciiom.hsbc.com.

At any HSBC Channel Islands and Isle of Man branch including using self-service

machines.

There are some services available at cash machines. Visit ciiom.hsbc.com/ways-to-bank

to find out more.

You can also make payments within and outside the Channel Islands and Isle of Man

in different ways. This includes setting up Direct Debits and standing orders from

your account.

Current Accounts

We offer a debit card for making payments.

With some current accounts, you can also

• ask for an arranged overdraft

• make payments by cheque.

Some of our current accounts also have extra benefits. Some of these may have

separate terms. If we upgrade or transfer you to another account, your benefits

may change. Read all about benefits in the Welcome Brochure for your account,

visit ciiom.hsbc.com/current-accounts – or ask us.

Savings Accounts

With a savings account you can’t make payments by debit card, cheque, Direct Debit or

standing order. You also can’t have an overdraft on your savings account.

You’ll find specific conditions for the different kinds of accounts we offer in the section

‘More information on our accounts’.

1. How we’ll keep in touch

Contacting us

You can contact us by any of the methods shown in the table below.

By telephone From Channel Islands and Isle of Man

From anywhere else

Lost or stolen cards and PINs 03456 007 010 +44 1442 422 929

Channel Islands and Isle of Man

(including HSBC Premier, Jade

and Advance)

03456 006 161 +44 1470 697139

Online Banking ciiom.hsbc.com

Mobile Banking HSBC Mobile Banking App

BSL Video Relay Service ciiom.hsbc.com/accessibility

By post At the address at the end of this document

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Contacting you

We’ll use the most recent postal or email address, phone and mobile numbers we have for

you. If you use Mobile Banking, we may also use in-app and push notifications.

Sometimes we might record and monitor calls to help improve our services or for security

reasons.

If you’re registered for Online or Mobile Banking, we may also use ‘My Messages’ and

‘My documents’ in Online Banking. We’ll let you know when we put something new in My

documents. This could be by text message, e-mail or through some other electronic message.

We won’t change or delete things that are already in there.

We’ll sometimes need to contact you about your account and your relationship with us.

So it’s really important that your contact details are correct and up to date. If anything

changes, you must tell us as soon as you can but always within 30 days. If you don’t,

we won’t be responsible if you don’t get information or notices from us.

Access to our services for everyone

We usually communicate in English.

You can ask for a copy of these terms on paper, in Braille, in Large Print or in audio

format at any time. You can find out all about our BSL Video Relay Service, Text Relay

and all our access services on ciiom.hsbc.com/accessibility.

To help you access our services, you might find these things helpful:

• cheque, paying-in slip and plastic card templates

• hearing loops in branches

• sign language interpreter, speech to text translation or lipspeaker services available in

branch

• chip and signature cards instead of a chip and PIN card

• a larger Secure Key for accessing Online Banking, with bigger keys and

• display, as well as audio instructions and information.

Just let us know what you need.

Your account – who can use it and keeping it secure

In this section, we tell you about who’s allowed to use your account. We also explain how we check identity and how we can work together to keep your account secure.

2. Checking it’s you

When you access your account, we need to check we’re dealing with you. We also need to

check the request we’re following comes from you (or someone acting for you). If we get a

cheque, for example, we’ll check that the signature on it matches our records.

If you’re in a branch, we may ask for photo ID (eg a driver’s licence). For everything else,

if your security details are used, we’ll assume it’s you. We’ll treat the request as if you had

authorised it. That’s why you must be very careful to keep your security details private and not

let anyone get access to any devices you use to make payments.

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We may add other ways of checking your identity in the future.

What do we mean by ‘security details’? What do we mean by ‘payment device’?

Security details include things like

Passwords, PINs, security codes, and

memorable data

Biometric data (such as a fingerprint or

voice ID)

The codes and passwords you set

up with us for Telephone, Online or

Mobile Banking

Any information you use with a

payment device.

This is a device you can make

payments with or use to access, or do

certain things on, your account (such

as a card or e-wallet).

3. Keeping your account secure

We’ll do all we reasonably can to keep your account secure. You must also help us to do this.

This includes keeping your details safe, and keeping us up to date if you notice something

doesn’t seem right. If you don’t, we may block your account to protect you and us from

unauthorised use. If you ask, we’ll tell you when the block will end.

If we call you, we’ll never ask for your full security details.

Tips for preventing misuse of your accounts

Do:

• Keep your security details and payment device safe.

• Safely destroy any security details we send you e.g. if we send you a letter confirming

your PIN.

• Sign your card when you receive it.

• Use different security details for different things e.g. if you have more than one card, have

different PINs for each.

• Take care when using your security details. Make sure no one can hear or see your

security details when you use them.

• Change your security details straight away and tell us as soon as possible if you suspect,

or you know, that someone else knows your details.

Don’t:

• Allow anyone to use your payment device.

• Tell anyone (other than a TPP) your security details.

• Choose security details that can be easily guessed by anyone else.

• Write down your security details in a way that other people would easily understand.

• Log in, or stay logged in, to a device that’s not in your full control or possession.

Before you transfer a payment device to someone else (eg if you sell it or give it to someone for repair), delete:

• Cards stored on it or in any e-wallets.

• Any biometric access (such as fingerprint, face or voice ID) including access from any

linked device.

You can find more tips on our website.

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If we think there’s something wrong, eg there’s actual or suspected fraud on your account or

threats to your account security, we’ll let you know in the quickest and most secure way. This

might be a text or a phone call.

You must contact us as soon as possible if either of the following things happens.

• Someone else tries to access, or has accessed, your account using a cheque or payment

device (and whether or not they have your security details).

• A cheque, payment device or security details have been lost or stolen.

We’ll ask for information or other help we need from you. We may also help the police, and

ask you to do this too.

You must not use a payment device or cheque after you have reported it lost or stolen or you

think someone has used or tried to use it. You must destroy it and return it to us if we ask

you to.

4. Can someone else act for you?

You can give us a third party mandate or you can appoint somebody under a Power of

Attorney. This will depend on your situation.

Power of Attorney

The type of Power of Attorney we will accept depends on where your account is held and

usually requires you to sign a legal document. Please speak to us about what type of Power of

Attorney we will accept.

If you lose capacity to operate your account, someone may be appointed to operate your

account. This may occur if you are incapacitated due to illness or disability.

We won’t follow instructions given under a Power of Attorney if we know that a person’s legal

authority to act for you has ended.

Third Party Mandate

If you give us a third party mandate, this agreement will still apply and you’ll be responsible

for everything the person you appoint does, even if they make you break these terms.

We’ll remove a third party mandate if you ask us to.

5. Joint Accounts

Any joint account holder can use the account. This includes getting information about the

account, asking us to make or stop payments, applying for an arranged overdraft, and closing

the account and having the money in it paid to them.

If we agree to provide an overdraft, you’ll each be responsible for repaying it.

If one of you tells us there’s a dispute between you, all of you must agree to what is done on

the account. But if there’s no money in the account and no overdraft, any one of you can ask

us to close it.

If all of the account holders agree, we may accept a request to convert an account from joint

names to a sole name. You can also ask us to change a sole account to a joint one.

If you convert your sole account, any new account holder will be able to see all historic

account information from when the account was first opened.

If a joint account holder dies, we will automatically transfer the account into the name of the

surviving account holder. We will require proof of death (usually a death certificate).

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6. If you don’t use your account

If you’re not using all of your accounts, we may restrict payments in or out to protect against

fraud but we’ll let you know first. We’ll do this after 12 months for current accounts and after

two years for savings accounts.

Giving each other information

7. Statements and other information we’ll give you

We’ll always keep you up to date with what’s happening in your account.

You can always get information about payments into or out of your account (and about

interest we pay or charge and any other charges) using Online, Mobile and Telephone

Banking, from cash machines or in our branches.

We may ask you to choose whether you want us to send a monthly statement. If you don’t tell

us what you want, we’ll send statements each month there’s been activity on your account

since the last statement we gave you. If you tell us you don’t want monthly statements,

we may still send you statements at a different frequency. We’ll explain this if we offer you

the choice.

We’ll send statements by post or, if you’re registered for Online or Mobile Banking, we’ll

provide statements online or through the app unless you ask for them on paper. We’ll also

send statements by post if they aren’t available online.

You can ask us for a copy of your statements. We’ll also send you a summary of any charges on

your accounts every 12 months. If you close your account, we’ll send you a closing statement.

You must let us know as soon as possible if you think there are any unusual or incorrect

payments on your accounts. If you don’t do this within 13 months of the payment date, you

won’t be able to get a refund.

8. Your information – when we need it and what we do with it

You must give us any information we reasonably ask for as soon as possible. If you don’t, or

we suspect fraudulent or criminal activity of any kind:

• we might try to get it from another source

• we might also block or close your accounts; or

• you might not be able to use some banking services or keep banking with us.

We’ll use your information as we explain in our Privacy Notice. We’ll also give it to others if:

• we’re required to by law

• we might need to give it to others to protect ourselves, such as in a court case

• we have a public duty to. For example, we may have to give it to a tax authority in another

country; or

• you agree.

9. About tax

Your tax responsibilities (eg filing tax returns, paying tax and complying with any other tax

laws or regulations) depend on things like where you live, where you do business and some

other things. It’s up to you to make sure you follow tax rules. We can’t provide tax or legal

advice so do speak to an independent advisor. This also applies to ‘connected persons’ (eg

anyone you send a payment to, who runs your account for you, or is entitled to money in your

account(s) etc.).

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Payments

This section is about payments in and out of accounts. Some accounts have different terms

which are set out in Part 2 of this agreement. You can find more about charges for payments

in Part 3 of this agreement.

All payments and decisions about payments are made on working days. How we manage

payments can depend on whether the payment is made within the European Economic Area

(EEA) and if it’s in an EEA currency.

What’s a working day?

A working day is usually Monday to Friday (excluding public holidays). Branch opening hours

will be the working day for payments at a branch. For payments made by Faster Payments

our working day is 24/7.

Making payments in a foreign currency or outside the Channel Islands and Isle of Man

You can use your account to make and receive payments to and from most other countries and in most major currencies. Please ask us if you want to know about a

specific currency. There are charges for some transactions outside the Channel Islands and

Isle of Man. Some of these may come from another bank or organisation involved in the

transaction. For current exchange rates, get in touch by coming into a branch or through

Telephone Banking.

10. Paying money into your account

There are lots of easy ways to pay into your account. Here’s how. We also tell you when you’ll be able to use the money and when it will count for working out interest.

Cash and electronic payments

How you pay the money in When you can use the money and when it counts for working out interest

Cash

A branch counter Straight away.

Self-service machines that

accept payments in

Straight away if the machine says it automatically counts

your cash. If it doesn’t, then the same working day (or

the next working day if you pay in after the cut-off time

displayed on the machine).

Other banks (if they allow this

they may charge). This also

applies to HSBC branches in the

Channel Islands and Isle of Man

Right after we receive it.

If you pay cash in a foreign currency, we’ll convert it into pounds sterling first using the

HSBC Exchange Rate at the time we receive the cash. The timings above will then apply.

Only the account holder or someone appointed officially to run your account can pay cash

over the branch counter or using a self-service machine.

All other payments (apart from cheques)

In pounds sterling Straight away.

In foreign currency Right after we’ve converted it into pounds sterling using

the HSBC Exchange Rate (or the HSBC Global Transfer

Exchange Rate) at the time we receive the payment.

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Cheques

We process all cheques as images. That includes where you pay in a paper cheque at an

HSBC Channel Islands and Isle of Man branch. An imaged cheque is a scanned digital image

of a paper cheque. This allows them to be processed electronically which is much faster than

just using the paper version.

We have to collect and process payments made by cheque from the paying bank. We’ve

shown how long this takes in the table below. If you pay in a cheque for a large amount,

we might need to carry out some further checks so it might take a bit longer for it to be

processed.

Imaged cheques paid into HSBC Channel Islands and Isle of Man branches or received by us for processing:

Working days after the working day that the cheque is paid in

Eg if you pay a cheque in on a Tuesday

• You’ll start earning interest 1 On Wednesday

• You’ll be able to use the

money

1 (as soon as the payment is

shown in your account – this

could be any time that day)

After the money appears in

your account on Wednesday

(this could be at any time

that day)

• The paying bank can’t

recall the money and we

can’t take it out of your

account

1 After the money appears in

your account on Wednesday

If you’re paying a cheque in at a branch, you’ll need to do this before the cut-off time for

processing. This will be either:

• 3.30 pm; or

• when counter service closes,

whichever is earlier. So if a counter closes at 3pm, that will be the cut-off time.

If a cheque has been paid into your account but is returned unpaid (eg it bounces), we’ll tell

you and take the money back out of your account. This may put you into an unarranged

overdraft. We may be able to ask for payment again from the paying bank.

If something goes wrong and we have trouble scanning the cheque it might take longer

than usual to process. This could happen, for example, where the writing isn’t clear on the

cheque.

Foreign currency cheques

If you want to pay in a foreign currency cheque from a bank outside the UK, Channel Islands or Isle of Man, we’ll check whether we can accept it. There may be exchange

controls that mean we can’t. If we can accept it, you’ll be responsible for our charges and any

charges made by the foreign bank or agent we use. We’ll take these charges from the account

you want the cheque paid into.

We have to either collect or negotiate the cheque. If it’s in a different currency to the

account, we’ll convert this to pounds sterling first. If you have a Currency Account, we’ll then

convert it to the currency of your account. We’ll use our standard exchange rate.

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Negotiate Collect

This means we work on trust and assume

the cheque will clear. We’ll pay the cheque

amount into your account on the working

day after we receive the cheque.

This means we’ll send the cheque to the

paying bank and only pay the money into

your account when we receive it. How long

this takes depends on the paying bank or its

country (you can ask us for details). We may

use an agent to collect the payment.

If there’s a problem, and the foreign bank returns the cheque or asks for the money back, we’ll

need to take enough money out of your account to cover the payment in the foreign currency.

So, if the exchange rate has changed, it’s not likely to be the same as the amount we paid in.

We’ll do this even if you have already spent the money or if it will put you into an unarranged

overdraft.

11. Payments into your account by mistake or fraud

What we have to do in these situations depends on what’s happened and how the payment was made. In general:

• if we pay any money into your account by mistake or because of a system error, we’ll take

it back;

• if we suspect any payment into your account was made by fraud, we can remove it without

asking you; and

• if you don’t have enough money in your account or under an arranged overdraft when we

return a payment for any reason, this will put your account into an unarranged overdraft.

If we’re told that a payment from within the EEA wasn’t meant for you, we’ll let you know.

This may happen if, for example, the person who made the payment used the wrong account

number.

If you tell us it wasn’t a mistake we won’t return it. However, we’re required by law to share

all the information about it with the bank the payment came from, if they ask us to. This will

include your name and address and the payment information. This is so that the person who

made the payment can contact you directly.

Receiving money electronically from within the UK, Channel Islands or Isle of Man (other than by CHAPS)

How long has it been in your account? What will we do?

Two months or less We’ll limit access to the money for

15 working days. We’ll tell you we’ve done

this. This is to give you time to show us it

was meant for you before we return it to the

paying bank.

More than two months We’ll contact you before limiting access to

the money or returning it to the paying bank.

12. Refusing payments

We can refuse to accept a payment into your account if we’re acting reasonably. For example,

if we reasonably believe that:

• accepting it might cause us to breach a legal requirement or expose us to action from any

government, regulator or law enforcement agency; or

• there is fraudulent or criminal activity on the account.

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13. Why we might not be able to make a payment

We’ll make your payment if we can, but there are some reasons we may not be able to.

For example:

• there isn’t enough money in your account (including your overdraft amount);

• you haven’t given us the account or reference details;

• we know the details you gave us are incorrect;

• you’ve asked us to send the payment in a certain way (eg by Faster Payments) and the

other person’s bank doesn’t accept them;

• you haven’t given us any extra information about the payment that we’ve reasonably

asked for;

• if your Residential address is not correctly updated, contains a PO Box or a C/O address;

• the payment is over a limit that we tell you when you try to make it;

• we reasonably believe:

• there’s been a breach of security or misuse of your account, security details or a

payment device;

• there’s been fraudulent or criminal activity of any kind. It doesn’t matter whether it’s

linked to your account or your relationship with us and it’s reasonable for us not to make

the payment;

• the payment would cause us to break the law. Or to do it would go against a regulation

or code we follow, a court order or other duty, a requirement or obligation;

• the payment could mean we face action or censure from any government, regulator or

law enforcement agency; or

• someone else may have a claim over the money.

In this section, ’we’ and ’us’ includes first direct and any HSBC Group Company worldwide.

When we get a request for a payment or a cheque to be paid out of your account on a specific

day, we check that you have enough money to pay it. This check includes any arranged

overdraft, but not automatic transfers into your account.

For cheques, we check first thing on the day it’s due to be paid. We check again at

1.30pm.

For other types of payment, we check first thing and again at 3.30pm that day.

If there’s not enough money for any payments to be made including your overdraft amount,

we may not make them.

If you have several payments and not enough money to make all of them, we will try to make

some of them. We may not be able to make others.

How you’ll know if there’s been a problem

If there’s any problem with payments you make through Online, Mobile and Telephone

Banking or by debit card and contactless payments, CHAPS, Paym and Pay by Bank app and

any immediate payment, you’ll be able to see straight away that the payment has failed.

If there’s a problem with a cheque or other payment, we’ll try to tell you as soon as possible.

You can always call us right away to find out why we’ve refused a payment. We’ll tell you

unless we can’t for legal or security reasons or to stop fraud. If we can, we’ll tell you what you

need to do to put it right. You can also get information on the payment through Online, Mobile

and Telephone Banking.

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14. Blocking your payments and services

We can block any payment device (and your access to related services such as Telephone,

Mobile and Online Banking) if we reasonably believe it’s necessary because:

• of a significantly increased risk that you won’t be able to repay any money you owe us;

• we suspect fraud or criminal use of the payment device; or

• of security concerns we have (eg if we know or suspect your security details and/or the

payment device have been misused);

• if your Residential address is not correctly updated, contains a PO Box or a C/O address;

• if we suspect your account has been subject to a scam;

• you have not responded to our request for information and we do not hold your up to date

customer information to fulfil our regulatory obligations.

If we do this, we’ll usually let you know why straight after, unless we’re prevented by law

or any regulation or for security reasons. We’ll unblock the payment device as soon as the

reason for blocking it ends.

15. How you can make payments from your account

Cash withdrawals

You can make cash withdrawals:

• at any of our branches or

• by using a cash machine.

There may be limits to the amount you can take out. We’ll tell you what these are when we

send you your debit card.

If you withdraw cash outside the UK, Channel Islands or Isle of Man, cash machine

providers outside the HSBC Group may charge you to use their cash machines.

Debit card payments

If you use your debit card for a cash withdrawal or payment, the money will come out of your

account after we receive confirmed details from the card scheme. This may happen on a

working or a non-working day.

What do we mean by card scheme?

This means card network operators such as Visa or MasterCard.

If you use your debit card for a transaction eg a cash withdrawal or a payment in a foreign

currency, the card scheme will convert it into pounds sterling on the day they process it using

their exchange rate. You can check the exchange rate by visiting the card scheme’s website.

If your personal circumstances change, we may replace any debit card we’ve sent you with a

different type.

Faster Payments online (some accounts only)

With some of our accounts, you can send money within the UK, Channel Islands and Isle of

Man on any day using Faster Payments online. If you’re not sure whether your account is one

that lets you make Faster Payments online, please check with us.

CHAPS payments

CHAPS is a same-day electronic transfer for payments within the UK, Channel Islands and Isle

of Man, often used for large amounts (such as if you’re buying a house).

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Standing orders and Direct Debits

You can set up a regular payment from your account, e.g. by standing order. You can also

arrange to make a payment on a chosen date online, by phone or at a branch.

You can also set up Direct Debit payments.

Paying by cheque (some accounts only)

To make a cheque payment, write the name of the person you’re paying, the amount in

numbers and words, and the date. Don’t forget to sign it.

If you want to cancel a cheque you must tell us the same details and the cheque number.

For imaged cheques, you’ll need to do this before the imaging process begins. We can’t

cancel it after it’s been imaged.

We usually make the payment when we get the cheque. We do this even if it’s dated in the

future. Putting a later date on a cheque won’t make the money come out of your account

any later.

If we get a cheque more than 6 months after it was written, we may pay it, but we don’t

have to.

A few tips to keep cheques secure: Write clearly in blue or black ink. Try to write so that

the cheque can still be read, but there’s no room to add anything in any gaps. If you’re

paying a bill, you may need to add a reference number to make sure the payment goes to

the right place. Draw lines through any blank space on the ‘pay’ line.

Paym

Download the Paym app to your smartphone. You can make payments using just the mobile

number of the person you’re paying.

Getting payments right – some tips

• Make sure there’s enough money in your account (including any arranged overdraft).

• Make sure the payment details (such as sort code and the account number of the person

you’re paying, and amount) are correct.

• Be careful to give us the correct name of the person you’re paying. In future, we’ll need

to check it before we can make the payment.

The information we need from you

To send money from your account, we usually need the sort code, account number (or the

equivalent details for payments outside the UK, Channel Islands and Isle of Man), the full name

of the person you’re sending money to, or where available, a number that is linked to these,

such as a mobile phone number. We might also need some other information.

You need to make sure you give us the right details, as we’ll make the payment using only the

information you give us. It’s up to you to check the details are correct.

Cut-off times

The ‘cut-off time’ is the latest time on any day that we can do things you ask us to, or add a

payment to an account. We only make certain payments on a working day so if you ask us to

make a payment after the cut-off, the timings will start from the next working day.

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The table below shows

• the cut-off time for you asking us to make payments; and

• how long payments take to reach the bank of the person you’re paying after we’ve received

your request.

Sending money Cut-off time When the money will reach the bank of the person you’re paying

Sending money within the UK, Channel Islands and Isle of Man in pounds sterling

Between accounts at

HSBC UK, Channel

Islands and Isle of Man,

first direct and some

M&S Bank accounts

11.45 pm Straight away

To accounts at other

banks

11.45 pm (Faster

Payment)

Straight away

4.45 pm (CHAPS) Same working day

Sending money Cut-off time When the money will reach the bank of the person you’re paying

Sending money in foreign currencies or outside the UK, Channel Islands and Isle of Man in pounds sterling

To accounts in the EEA

in euro and pounds

sterling

3.30 pm Next working day

All other payments 6 pm for US Dollars

For other foreign

currencies, please

check. We can’t make

payments in some

currencies.

Usually up to four

working days (but may

take longer depending

on the country the

money is being sent to)

If you ask us to send money by CHAPS on a future date, we’ll send it on that date.

But if it’s a non-working day, we’ll make it on the next working day.

If you want to make a regular payment (such as a standing order) you must set it up

with us at least two working days before the date you want to make it.

Although most payments will reach the person you’re paying within the times set out

in the table above, sometimes it may take longer to allow us to complete our checks.

Money sent to an account in the EEA should normally arrive the working day after we send it.

If it doesn’t, you can ask us to contact the receiving bank. We’ll ask them to treat the payment

as if it had been made on time.

Sending money electronically in a foreign currency

You can send money electronically in most major currencies – but not all. Please check

with us.

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If you’re a HSBC Jade, HSBC Premier or HSBC Advance customer, you can use Global

Transfers to send and receive money to and from your HSBC linked accounts outside the

UK, Channel Islands and Isle of Man. You can also arrange for payments to be made on a

future date.

With Global Transfers, you can send money to over 25 countries up to a limit of US$200,000

(or foreign currency equivalent). But some countries may have local limit restrictions. You

can check these limits using Online Banking.

If you want to send money in a currency different to your account, you can ask us to convert

the amount into the other currency.

We’ll tell you the HSBC Exchange Rate (or the HSBC Global Transfers Exchange Rate) we’ll

use. If we then go ahead with the payment immediately, the rate we’ve told you will be the

rate you get. Otherwise, we’ll use the HSBC Exchange Rate (or the HSBC Global Transfers

Exchange Rate) that applies when the payment is made.

Payments made using Global Transfers are usually sent immediately, except where we are

unable to convert your transfer into the currency of the account you’re paying before we

send it. If that happens, then the transfer may take up to one working day.

If the payment is returned to us or we can’t make it for any reason, we’ll reverse it using the

exchange rate at that time. The exchange rate might have changed. So the amount we pay

back may be more or less than we originally took from your account.

If we can’t convert the money before we send it, or you don’t want us to, the HSBC Group

Company we use to send it will convert it using its exchange rate. It will usually reach the

receiving bank within five working days. We’ll give you an indicative exchange rate when you

instruct us to make the payment.

16. Cancelling or changing payments (other than cheques)

We can’t cancel any immediate payments such as debit card, online transfers, or Telephone

Banking payments. You’ll need to contact the person you’ve paid if you want your money

back.

Other payments can be cancelled if you contact us by the deadline shown below on or before

the working day before the payment is due to be made.

Payment type Deadline

Internal transfers, standing orders,

Direct Debits, regular card payments

and other payments within or

outside the UK, Channel Islands

and Isle of Man

11.45 pm by Online Banking

End of the working day by Telephone

Banking or in a branch

CHAPS 3.30 pm in branch or by telephone

Global Transfers 23.59 pm by Online Banking

If you cancel a Direct Debit or regular card payment, you should also tell the organisation or

retailer that collects the payment so they can cancel or change it (and any future payments) as

well. If payments you’ve cancelled are still collected (eg by the retailer), we’ll treat the payment

as unauthorised and give you an immediate refund.

If you haven’t used a Direct Debit or standing order that you’ve set up for 13 months, we’ll

cancel it.

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17. If a payment goes wrong, or money goes missing from your account

This section is about four main things.

• Incorrect payments: These are payments that haven’t been sent to the person or account

that you asked us to make the payment to because of a bank error

• Unauthorised payments: These are payments made without your (or your

representative’s) permission

• Mistaken payments: These are payments that haven’t been sent to the right person or

account because you gave us the wrong details

• If you’re tricked into sending money to a fraudster: This is when you intended to send

money to a specific person, but you were tricked into sending it to someone else.

Or you could have sent money for what you thought was a genuine purpose, but which

was fraudulent.

We also talk about what happens if you’ve been grossly negligent: This is when you’ve been

extremely careless.

If you give someone your payment device or security details and they use them to make a

payment, we may treat the payment as if you’d authorised it depending on what happened.

This is why you mustn’t tell anyone your security details or allow anyone access to your

payment device.

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Things to consider about refunds

Question Answer

What should you do if you

• notice an incorrect or unauthorised

payment, or

• think you’ve been tricked into sending

money to a fraudster?

You must call us as soon as you can.

What will we do when you tell us about an

unauthorised payment?

We’ll normally refund the money before the

end of the next working day after you tell us.

We’ll do it sooner if we can.

What will we do when you tell us you’ve

been tricked into sending money to a

fraudster?

We’ll look into this. We’ll let you know whether

you’re entitled to a full or partial refund,

usually within 15 business days after the day

you told us. It may take longer in exceptional

circumstances. If you’re entitled to a refund,

we’ll give you this without delay.

Will we always make a refund? No. We won’t make a refund:

• for an incorrect payment, if we can prove

that the bank of the person you paid

received the payment;

• for an unauthorised payment, if we know

you’ve been grossly negligent or we

reasonably suspect fraud on your part;

• for an incorrect or unauthorised payment

if you don’t tell us within 13 months

after it was made. (This doesn’t apply to

unauthorised payments made using an

overdraft);

• if we believe it’s clear you should’ve known

you were sending money to a fraudster.

We’ll always consider all the circumstances

before we make our decision.

Can we take back a refund we’ve made? Yes. We can take back refunds (after giving

you reasonable notice) in these cases:

For incorrect payments – we can show that the

payment was received by the other person’s

bank.

For unauthorised payments – we can

prove that:

• you acted fraudulently; or

• it was made because you intentionally or

with gross negligence failed to keep your

payment device safe (eg you knowingly

gave your debit card and PIN number to

someone else).

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Unauthorised payments

Question Answer

What happens if we can prove you acted

fraudulently?

You’re responsible for all payments from your

account.

What happens if we can prove you’ve

been grossly negligent?

You’re responsible for all payments from your

account until you’ve told us that your payment

device or security details have been lost, stolen

or that you suspect someone has used them

without your permission.

What happens if you made the payment

remotely, eg by telephone or online?

We’re responsible for any unauthorised

purchase of goods or services (other than

financial services) made online, unless you’ve

acted fraudulently.

Are there any other cases where we’re

responsible for unauthorised payments or

fraud on your account?

Unless you’ve acted fraudulently, we’re

responsible for making a refund if any of the

following things happen:

• someone else uses your debit card before

you receive it;

• after you’ve told us that your debit card or

security details have been lost or stolen;

• if we haven’t provided a number for you to

tell us that your debit card or security details

have been lost or stolen; or

• if we haven’t checked that it was you who

authorised the payment in the way we’re

legally required to.

Incorrect payments and mistaken payments

Question Answer

What happens if:

• you tell us about an incorrect payment

more than 13 months after it was

made; or

• there’s been a mistaken payment?

We can contact the bank that’s received your

payment, usually within two working days,

to try to get the money back. This might take

longer for payments sent outside the UK,

Channel Islands and Isle of Man. You just

need to ask us to do this. We may charge our

reasonable costs for doing it, but we’ll tell you

the maximum amount you’ll pay first.

If the payment was to another bank in the EEA

and we can’t recover your money, you can try

to get the money back yourself. If you need to

do this, you can ask us in writing to help you

by giving you all the information we’ve been

given by the bank that received the payment.

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18. Refunds

For some debit card payments

We may be able to refund a debit card payment if you didn’t agree the actual amount and it

was higher than you reasonably thought it would be.

You need to ask us for a refund within eight weeks of the payment being charged to

your account.

We may ask for more information we reasonably need when we look into it.

We may need to look into whether you could have known what the true amount was. To do

this, we take into account how you normally spend and the facts surrounding your purchase.

You aren’t entitled to a refund if you agreed the payment directly with us. And you aren’t

entitled if we or the seller made information available to you about the amount at least four

weeks before you paid.

Whether we are making a refund or not, we’ll let you know what’s happening and why. We’ll

do this within 10 working days either of your claim date or the date we get information we’ve

asked for.

For Direct Debit payments

Direct Debits are a type of payment covered by the Direct Debit Scheme. It has its own rules

for refunds. You can find out what to do if something goes wrong with a Direct Debit at

www.directdebit.co.uk.

For payments you make using Pay by Bank app

If you want a refund or return for something you bought with Pay by Bank app, contact the

seller. If they don’t deal with the problem, get in touch with us within 90 days of the actual or

expected delivery date. We’ll see what we can do to help you.

How much will we refund and can we reverse a refund?

If we give a refund, we’ll refund the money with any interest we charged, or pay any interest

that we should have paid. This will put you back in the position you would have been in if the

payment hadn’t been made.

If we give a refund but later find you weren’t entitled to it, we’ll reverse it. This will put you

back in the position you would have been in without the refund.

About overdrafts

19. Overdrafts

An overdraft can help you through expensive months and give you more flexibility. It can help

you cover life’s unexpected costs.

If you are struggling to run your account in credit and find you’re often relying on your

overdraft, talk to us. We’ll help you to see if there are better ways to manage your finances.

Overdrafts are just one option, and something else may work out cheaper.

We may agree an arranged overdraft on your current account if we think you can afford

it. Overdrafts are meant to be for short-term borrowing. You must make payments at least

monthly to reduce what you owe. All overdrafts are repayable ‘on demand’. This means

that we can ask you to pay the money back immediately.

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When you open your account, we’ll tell you the interest rate that we’ll charge on any overdraft.

Types of overdraft

An arranged overdraft is one we agree with

you in advance. It allows you to borrow from

us before making any payments that take

your account overdrawn. We’ll confirm your

overdraft limit in writing. There’s no fixed

period but we’ll review it regularly.

An unarranged overdraft is for

emergencies. Without you asking in advance

(and sometimes on top of any arranged

overdraft), we let you borrow money for

something specific. This includes where

we let you borrow for a particular payment

or charge, or have to return a payment that

was paid into your account. You must get

your account back in credit, or within any

arranged overdraft limit, as soon as possible

but always within 31 days if we’ve allowed it

for a particular payment.

Interest free overdraft amounts

On some of our accounts we offer interest free overdraft amounts. This means we’ll only

charge interest on the amount you borrow over this amount.

Helping you manage your finances

We’ll keep an eye on your account and how you’re using your overdraft for signs you might

be struggling to make payments. If we think you are, we’ll get in touch to explain the different

ways you can get help, including how we can help you.

We’ll also send you a text message when you go into your arranged or unarranged overdraft

(including any interest free overdraft amount on your account). We’ll also text you if you don’t

have enough money to make a payment. We’ll do this as long as we have a correct Channel

Islands and Isle of Man mobile number for you.

If you don’t want us to send these text messages, please let us know and we’ll stop. You can

also tell us if you want some of these messages but not others.

Problems with money?

If you have money worries, we’ll do what we can to help. Just call us on our usual number.

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Our relationship with you

20. Set-off

If you owe us money that’s due for payment, we may take this money from any account you

hold to reduce the amount you owe us. This is called our ‘right of set-off’. We’ll do this if we

think it’s reasonable and we’ll normally warn you in writing before we use our right of set-off.

We’ll always consider your circumstances and especially whether you’ll still have enough

money to meet essential living expenses. We also need to follow any regulatory requirements.

‘we’ and ‘us’, for these purposes, includes first direct and any HSBC Group Company

worldwide.

Amounts owed to us and due for payment include, eg amounts owed under a loan, credit

card, mortgage or overdraft.

We can take money from accounts in your name or held jointly with another person (X) as

shown below:

Money in account for: Set-off against money owed by:

You only You

You only You and X

You and X You

You and X X

You and X You and X

We can take money from your accounts unless we’re prevented by the court or by law. We

can use money from an account even if there’s a court decision against you or you’re fined.

This includes interest that you may get after the date of the final decision or fine.

If you have money in a foreign currency, we may convert it to pounds sterling using the HSBC

Exchange Rate.

Sometimes we’re given legal instructions or notices to hold money for someone else, or to

pay it to someone else. If this happens, we won’t take money we’ve been told to hold for

someone else.

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21. Changes we can make

This agreement doesn’t have an agreed end date. As it may last for a long time, we’re likely

to need to make changes to it as we develop our services, our business changes and things

happen that we don’t control. We’ll only make changes for these reasons if it’s reasonable for

us to pass the impact of that change on to you.

As we can’t predict precisely why we might need to make changes to this agreement, we may

also make changes for reasons that aren’t covered here.

All changes

(including changes to benefits that apply to some accounts but excluding changes to exchange rates and interest rates linked to the base rate)

Changes we don’t control Terms we can change

Interest rates

Charges Other terms

We’ll respond proportionately to:

• changes in general law or regulations

• decisions or recommendations we have to follow

such as those made by a court, regulator or Financial

Ombudsman Service

• new industry guidance and codes of practice

3 3 3

• changes in the Bank of England base rate, other

market rates and indices or tax rates3 7 7

• cover changes in the costs of providing the account 3 3 7Changes to our business

We’ll make reasonable changes to:

• the way we manage the account because of new

technology

• our systems, services or facilities

3 3 3

Changes for other reasons

There may be changes that need to happen for other reasons that we haven’t mentioned in this table. We’ll

make those if it’s reasonable or valid for us to do this

3 3 7

Other changes

Sometimes we’ll make changes without giving you a reason. If we do this, we’ll always explain the effect

of these. You’ll always be able to close your account or

service free of charge before the changes happen

3 3 3

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Telling you about these changes

Change Notice we give you before we make the change

Notice we give you after we make the change+

At least two months

At least 30 days

Within 30 days or three working days**

• Increasing interest rates we pay you

• Reducing the overdraft charges or interest

rates you pay us

• Changes to your advantage relating to

account benefits, cheques or overdrafts

7 7 3

• Increasing interest rates you pay us

• Increasing overdraft charges

• Changes that aren’t to your advantage

relating to account benefits, cheques or

overdrafts

7 3 7

• Reducing interest rates we pay you*

• Changing any other charges

• All other changes

3 7 7

* If we reduce the interest rate we pay on an account we may not give notice if there’s less than £100 in

the account.

** Notice within three working days will be given online, in a newspaper or in branch. Personal notice will be given

within 30 days.

Different notice periods may apply to some of the accounts. You can find more information

on this in Part 2 of our Agreement.

Your rights when we tell you about a change

You’re protected from any change we make to your disadvantage because we’ll give you

advance notice. This will give you the chance to end our agreement, or switch your account to

another account we offer, or to another bank.

If we give advance notice that we’re going to make a change, you have until the change is

made or 60 days (if that’s longer) to let us know you want to close your account. If we don’t

hear from you, we’ll assume you’ve accepted the change. We’ll go on and make the change at

the end of the notice time.

If you don’t want to accept a change, you can close your account without charge.

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22. Changes we can make without telling you in advance

Reference interest rates Reference exchange rates

Some accounts have interest rates based

on ‘reference rates’ (eg the Bank of England

base rate). Changes to the reference rate

are out of our control. If we make changes

to interest rates as a result, we’ll make the

change within a day. This will be shown on

your statement.

The HSBC Exchange Rate and the HSBC

Global Transfers Exchange Rate are based

on the foreign currency market for each

currency we offer. You can get details of

these rates by contacting us.

We can change these straight away. We

don’t give any notice before we change

them.

23. How you can close your account or end this agreement

If you want to close your account(s) with HSBC, all you need to do is tell us. You can do this:

• within the cooling off period (which is 14 days from the day after we’ve confirmed we’ve

opened your account) if you opened your account by telephone or online; or

• at any time,

by telling us in branch, by telephone or online. We’ll close it without charge.

If you close your account, any online accounts will close. Make sure you have downloaded the

information you need from Online Banking and My Documents before you go.

If your relationship with us ends, you can ask us for copies of everything we put in My

documents for the previous six years.

You’ll have to pay charges for using the account (such as payment charges). We’ll close the

account and send you the amount in it (and any interest) when everything you owe us has

been paid. Any account benefits will end.

Switching to another bank

If you give us the details we need, we’ll transfer the money in your account to your new

account*. We’ll deduct any amounts you owe us before we do this. We’ll give you the

information we have about payments set up on your account so you can transfer them.

We won’t charge you for this.

* Please note that not all banks in the Channel Islands and Isle of Man participate in the Current Account Switch

Service which may impact our ability to offer this service, ask in your branch for more details.

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24. How we can end this agreement and close accounts

We can end the agreement and close your accounts straight away and not give you any

notice if:

• you:

• have seriously or persistently broken this agreement;

• acted abusively, offensively or violently towards staff;

• weren’t entitled, or aren’t entitled any longer, to open or have your account or the

service;

• haven’t given us information that we’ve asked for about your tax situation; or

• have given us false information; or

• it’s reasonable for us to believe, that:

• you have not responded to our request for information and we do not hold your up to

date customer information to fulfil our regulatory obligations.

• you are accessing or using an account, service or money illegally or fraudulently (or have

done this in the past);

• you are allowing someone else to do this;

• you’re using the account in a way not covered by our agreement;

• you’re involved, in any criminal activity. It doesn’t matter whether or not this is linked to

banking with us;

• you’ve placed us in a position where we might break a law, regulation, code, court order

or other duty, requirement or obligation;

• you’ve exposed us, or another HSBC Group company, to action or censure from any

government, regulator or law enforcement agency; or

• there’s been a breach of security or misuse of your account, security details or a

payment device.

We can also end the agreement and close your accounts by giving you at least two months’

notice (unless your account is a Fixed Rate Saver).

25. Paying what you owe before closing or switching the account

Before an account is closed, we’ll take any:

• money owed to us or committed to payments; and

• interest and charges that haven’t yet been charged to the account.

We’ll then pay what is left to you, including any interest. If you’re using the Current Account

Switch Service, we’ll pay it to your new account with another provider.

If you have a Currency Account, we’ll convert the money into pounds sterling using the HSBC

Exchange Rate at the time before we return it to you.

You’re responsible for cancelling payments into and out of your account.

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26. How we can transfer accounts

If:

• you no longer meet the conditions for an account (an example might be if you have a

student account and leave university); or

• we’re withdrawing a type of account,

we’ll give you at least two months’ notice that we’re switching you to a different account we

think is appropriate for you.

If there are benefits with your account, these might end if we transfer (or upgrade) you to

another account.

If you tell us that you don’t want this, we’ll close your account(s) straight away and pay any

money in the account to you. If there’s a charge for the new account, you can close it within

60 days with no charge.

If we’re upgrading your account, we’ll usually give you 30 days’ notice. Your account number

will stay the same. You can always tell us if you’d prefer not to upgrade.

27. Transferring this agreement

We can transfer all of our rights and obligations under this agreement and in relation to your

account to someone else. This would usually happen in an extreme situation, such as the bank

changing hands. We’d only transfer obligations to someone we reasonably think could carry

them out as well as we can. That person or organisation has to be authorised or recognised by

our regulator as being able to accept deposits. This won’t reduce any of your rights in relation

to your account.

You can’t transfer any of your rights and obligations in relation to the agreement, your

account, or your account itself, to any other person.

28. When we aren’t responsible for things that go wrong

If something goes wrong, please let us know straight away. We’ll try to help if we can.

We’ll do all we can to carry out our side of the agreement. But there may be times that we

can’t. We’re not responsible for any losses you may have if we aren’t able to perform our

obligations under the agreement because of:

• legal or regulatory reasons

• circumstances we couldn’t predict or that aren’t normal, that are outside our (or our agents’

and/or subcontractors’) control and that we couldn’t have avoided even where we used all

of our efforts to, for example industrial action or systems failure.

29. What country’s courts and laws apply?

The laws that apply to this agreement and our dealings before you opened your account is

determined by where your account is held. These will be the laws and courts of either Jersey,

Guernsey or the Isle of Man.

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Information to help manage your account

Your information and how we look after it

Make sure you read our Privacy Notice

We take your privacy seriously. When you open an account with us, we send you our Privacy

Notice. This explains how we:

• collect

• use

• disclose

• transfer; and

• store your information.

It also sets out your rights to your information and when we might need to share it with

others. We’ll always tell you if we make any changes to the Privacy Notice. You can find the

Privacy Notice at ciiom.hsbc.com/privacy or ask for a copy in one of our branches or by

calling us.

If you have a complaint

If you have a complaint, please let us know. We will endeavour to resolve your concerns and

put matters right. If you’re not happy and need to make a complaint, here’s how:

In Branch:

Visit your nearest branch and speak to a member of our team.

By Phone:

HSBC Premier Banking Existing HSBC Premier customers please call us on: 03456 00 61 61*

Lines are open 24 hours a day.

From outside the Channel Islands and Isle of Man +44 1470 697139.

HSBC Advance and HSBC Personal Banking Existing HSBC customers please call us on: 03456 00 61 61*

Lines are open 8am to 10pm every day (24 hours a day if you are an HSBC Advance

Customer).

From outside the Channel Islands and Isle of Man +44 1470 697139.

Online:

You can either log on to internet banking and send us a secure message or email us at

CIIOM.Service.Recovery@hsbc.com.

When filling in information online please include your name, address, postcode and your

preferred contact number – but not your account details.

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Or write to us:

HSBC Bank plc, RBWM Service Recovery Team, PO Box 14, St Helier, Jersey JE4 8NJ

If your complaint is not settled to your satisfaction you may be able to refer it to the relevant

Financial Ombudsman Service.

Channel Islands Financial Ombudsman (CIFO), Channel Islands Financial Ombudsman, PO Box 114, Jersey, Channel Islands JE4 9QG

Email: enquiries@ci-fo.org

Website: www.ci-fo.org

(This link may allow you to access a non-HSBC website. HSBC Bank plc has no control over

the linked website and is not liable for your use of it.)

Jersey Telephone: +44 1534 748 610

Guernsey/Alderney/Sark Telephone: +44 1481 722 218

Isle of Man Financial Services Ombudsman Financial Services Ombudsman Scheme for the Isle of Man, Thie Slieau Whallian, Foxdale Road, St John’s, Isle of Man IM4 3AS

Email: ombudsman@iomoft.gov.im

Website: https://www.gov.im/about-the-government/statutory-boards/isle-of-man-office-of-fair-trading/financial-services-ombudsman-scheme/

(This link may allow you to access a non-HSBC website. HSBC Bank plc has no control over

the linked website and is not liable for your use of it.)

Telephone: +44 01624 686500.

UK Ombudsman – applies to Credit Cards, Loans and Insurance only

The Financial Ombudsman Service, Exchange Tower, London E14 9SR.

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

(This link may allow you to access a non-HSBC website. HSBC Bank plc has no control over

the linked website and is not liable for your use of it.)

Telephone: 0800 0 234 567 or 0300 123 9 123 (mobile)

How your money is protected

HSBC Bank plc, Jersey Branch, is a participant in the Jersey Bank Depositor Compensation

Scheme. The Scheme offers protection for eligible deposits of up to £50,000. The maximum

total amount of compensation is capped at £100,000,000 in any 5-year period. Full details

of the scheme and banking groups covered are available on the States of Jersey website

www.gov.je/dcs, or on request.

HSBC Bank plc, Guernsey Branch, is a participant in the Guernsey Banking Deposit

Compensation Scheme. The Scheme offers protection for ’qualifying deposits’ up to £50,000,

subject to certain limitations. The maximum total amount of compensation is capped

at £100,000,000 in any 5-year period. Full details are available on the Scheme’s website

www.dcs.gg or on request.

HSBC Bank plc in the Isle of Man is a participant in the Isle of Man Depositors’ Compensation

Scheme as set out in the Depositors’ Compensation Scheme Regulations 2010. Full details are

available on the Scheme’s website www.iomfsa.im or on request.

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Dormant Accounts

If there has been no activity on your account for at least 15 years, we may transfer any money

in your account pursuant to dormant account legislation. We’ll tell you before we transfer

the money.

Our Regulatory Details

HSBC Bank plc, registered in England and Wales number 14259. Registered office 8 Canada

Square, London, E14 5HQ. Authorised by the Prudential Regulation Authority and regulated

by the Financial Conduct Authority and the Prudential Regulation Authority. HSBC Bank

plc, Jersey Branch is regulated by the Jersey Financial Services Commission for Banking,

General Insurance Mediation, Fund Services and Investment Business. HSBC Bank plc,

Guernsey Branch is licensed by the Guernsey Financial Services Commission for Banking,

Insurance Intermediary and Investment Business. In the Isle of Man, HSBC Bank plc is

licensed by the Isle of Man Financial Services Authority. 

PART 2 – ADDITIONAL PRODUCT TERMSIn this section, we set out the extra terms that come with particular accounts – both current and savings accounts.

Benefits

You can find out more about any benefits that come with your account:

• in the Welcome Brochure we give you when you open your account;

• on our website ciiom.hsbc.com/current-accounts; or

• by asking us.

Eligibility

For some of our accounts you’ll have to meet our credit scoring requirements and affordability

checks.

Our Guide to Credit Scoring explains why we use credit scoring and what it is. You can find

this in the ‘Our information’ section at ciiom.hsbc.com/legal

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1. Current accounts

Bank Account Pay Monthly

Account features: We’ll give you an interest free overdraft amount of £50 – we sometimes

call this your ‘buffer’. We expect you to repay any overdraft within the buffer in full within 31

days. We can also ask you to repay it at any time.

Overdraft limit alerts: We’ll send an alert by text message to the Channel Islands and

Isle of Man mobile telephone number we hold for you to help you manage your overdraft.

You’ll get a text the day after your arranged overdraft reaches 60%, 80% and 95% of your

arranged overdraft limit (excluding the buffer). The text will tell you the arranged overdraft

amount and the limit at the end of the previous day.

You can ask us to stop sending you alerts at any time (except alerts we have to send by law).

If you have a joint account, we’ll send alerts to all account holders if we have a Channel

Islands and Isle of Man mobile number for them. We only send each alert once – we won’t

resend them.

Basic Bank Account

Account features: There’s no arranged overdraft or cheque book on this account.

With a Basic Bank Account, we take reasonable steps to stop your account going into

unarranged overdraft. Sometimes this might happen, but if it does we won’t charge you

any interest or charges.

Executor Bank Account

Account conditions: You can only use this account for overseeing the estate of someone

who has died.

Joint accounts: If you have an Executor Bank Account in the name of more than one

executor, any of you will be able to operate the account. This includes having access to

Online and Telephone Banking.

Graduate Bank Account

Account conditions: You must have graduated within the past two years.

Term: The Graduate Bank Account is fixed for a term of two years, meaning you can’t hold

one for longer.

Joint accounts: There isn’t a joint version of this account.

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MyMoney and HSBC Premier Family (HSBC Premier MySavings, HSBC Premier MyAccount, HSBC Premier Family Savings Account, MySavings and MyAccount)

Account type Age Minimum opening amount

Premier MySavings or MySavingsWhen you:

• Turn 11, we’ll open a Premier MyAccount or MyAccount

(unless your parent or guardian asks us not to).

• Turn 18, we’ll convert your Premier MySavings account

to our Premier Family Savings account. Or, if you have a

MySavings account, we’ll convert it to a Flexible Saver

account.

7-17 £10

Premier MyAccount or MyAccount • When you turn 18, we’ll convert your account to a Bank

Account, or the equivalent alternative account.

• If you meet the conditions for the Student Bank Account,

we’ll open one of these instead. (You’ll have to complete a

new application for this.)

11-17 £1

Premier Family Savings Account When you turn 26, we’ll convert your account to a Flexible

Saver Account (or the equivalent alternative account).

18-25 £1

Account conditions:If you have a Premier Family account, your parent, legal guardian or grandparent must also

be an HSBC Premier or HSBC Jade customer. If they no longer have one of those accounts,

we’ll convert your account to another account. Here’s what we’d move you to:

• A Premier MyAccount would change to a MyAccount.

• A Premier MySavings would change to a MySavings account.

• A Premier Family Savings account would change to a Flexible Saver Account (or the

equivalent alternative account).

When you open a Premier MySavings account or Premier MyAccount, you must sign a

document called a third-party mandate giving your parent/legal guardian certain rights.

If you want to cancel these rights, we’ll convert your account to a MyMoney account.

We may disclose information about your accounts to the parents or legal guardians named

in the third-party mandate, or any parent or legal guardian if you have a MyAccount or

MySavings account.

Account features: There is no arranged overdraft on this account. There’s no cheque book

available for Premier MyAccount and MyAccount unless you’re aged 16 or over.

Interest: We pay interest monthly on:

• MySavings

• Premier MySavings

• Premier Family Savings Account.

Joint accounts: There isn’t a joint version of these accounts.

Making payments: If you’re under 11, we need written authority from your named

parent/guardian for any cash withdrawals or payments of £50 or more.

Unless you have a Premier MyAccount or MyAccount, you can’t make payments by Direct

Debit or standing order, cheque or debit card.

If you have a Premier MyAccount or MyAccount, you can only make payments by cheque

if you’re at least 16 and ask us for a cheque book. We’ll send you a debit card automatically

when you turn 11 (but you or your parent or legal guardian can ask us not to).

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HSBC Advance Bank Account

Account conditions: You must pay either:

• £1,750 or more into your account each month; or

• at least £10,500 every six months.

This doesn’t include money you send to the account from other HSBC personal accounts

(including any joint account you have).

HSBC Jade (Premier Bank Account)

Account conditions: You must have an existing HSBC Premier Bank Account, pay your

annual income into that account and have either:

• savings and/or investments of £500,000 or more with HSBC in the Channel Islands and

Isle of Man; or

• a relationship with HSBC Private Bank in the Channel Islands and Isle of Man.

When we assess your savings or investments, we don’t count anything you hold with M&S

Bank, first direct and HSBC Expat.

HSBC Premier Bank Account

Account conditions: You must pay your annual income into your HSBC Premier Bank

Account and:

• have savings or investments of £50,000 or more with HSBC in the Channel Islands and

Isle of Man; or

• have an annual personal income of £75,000 or more (at least one of you has to have this

if you have a joint account) and one of the following products with HSBC in the Channel

Islands and Isle of Man:

• a mortgage; or

• an investment; or

• a life insurance or protection product (including products with intermediary providers

arranged by an HSBC Adviser); or

• already qualify for HSBC Premier in another country.

When we assess your savings or investments, we don’t count anything you hold with

M&S Bank, first direct and HSBC Expat.

Joint accounts: You can only open a joint account with:

• your spouse or partner

• a child over the age of 18

• someone who also meets the eligibility criteria for HSBC Premier.

Student Bank Account

Account conditions: You must be 18 or over and studying (or have accepted an offer to

study) on a UK full or part-time qualifying course. Please check our website for whether your

course might qualify.

You must also have been resident in the UK, Channel Islands or the Isle of Man for at least

three years.

At the end of your course, we’ll convert your account to a Graduate Bank Account.

Joint accounts: There isn’t a joint version of this account.

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2 Savings accounts

You’ll find the current interest rates for all accounts on our website, or in the latest version of

our Savings Interest Rates brochure. Please contact us if you’d like further details. We explain

below when we’ll pay interest.

Unless we say otherwise in the table below, for all accounts there’s a minimum opening

amount of £1 and no maximum savings amount.

Here’s what you can do with one of our savings accounts:

• access your account through Online, Mobile and Telephone banking, in branch or by post

• send and receive money.

You can’t:

• make payments by debit card or cheque

• set up Direct Debits or standing orders

• have an overdraft.

Fixed Rate Saver Bond

Account conditions: To open the Fixed Rate Saver Bond, you must have an HSBC Channel

Islands and Isle of Man current or savings account (in addition to an ISA, Regular Saver or

Basic Bank Account).

Term: When you open the Bond, we agree how long you want to hold the Bond for (your

‘fixed term’).

Statements: We’ll provide a statement once a year, or on maturity if the term is less than

12 months.

Minimum and maximum savings: You must put at least £2,000 into the Bond, with a

maximum of £1million.

Paying money into your Bond: You’ll make one payment when you open the Bond, but

you can’t make any more.

Interest: When you open the Bond, you decide whether you want us to pay interest once a

year or monthly. If your fixed term is less than 12 months, we’ll pay interest at the end of

the term.

Taking your money out before the end of the term: There’s no cooling-off period so

you can’t change your mind and get your money back after you’ve opened the Fixed Rate

Saver Bond.

If you have:

• less than £50,000 in your Bond: you can take the full amount out before the end of the

term – but you’ll lose 90 days’ interest.

• £50,000 or more in your Bond: you can’t take any of the money out until your Bond

reaches maturity (the end of the term).

Closing the account: You can ask us to re-invest the money in your Bond when it’s closed.

If you don’t ask us to do this, we’ll transfer your savings and any interest into the HSBC

account you made the payment from when you first opened the Bond. Please ask if you

want us to send it to a different HSBC account.

If you don’t have an HSBC account, we’ll hold your money (and any interest) for you until

you open an account. You can also ask us to send you a cheque. If the last day of the term

isn’t a working day, we’ll close the account on the next working day and we’ll continue to

pay interest until that day.

Future Saver for Children

Making payments: You can’t send money outside the UK, Channel Islands and Isle of Man

from the account.

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HSBC Premier Savings

Account conditions: You must have an HSBC Premier Bank Account to hold an HSBC

Premier Savings account.

Regular Saver

Account conditions: You must have a qualifying current account with us. If, at any time,

you don’t have one, we’ll close your Regular Saver and pay your savings into your current

account. We may take any amounts you owe us before we do this.

You can only have one Regular Saver at any time in your sole name or jointly with

someone else.

Term: The account is fixed for a term of 12 months.

Statements: We’ll send you a statement:

• six months after you opened the account; and

• when you close your account.

Paying money into the account: You must pay into the account every month.

After the first payment into the account, you must make 11 more payments on the same

date each month by standing order from a qualifying current account.

Each payment must be between £25 and £250.

You can only make one payment each month, but if the payment is less than £250, you

can pay in more in later months as long as the total amount paid in doesn’t go over the

Maximum Monthly Savings for that month. We show the maximums in the table below.

Month after account opening

1 2 3 4 5 6 7 8 9 10 11 12

Maximum Monthly Amount

£250 £500 £750 £1000 £1250 £1500 £1750 £2000 £2250 £2500 £2750 £3000

Interest: We pay interest yearly, on each anniversary of the date you opened the account.

We’ll pay the Flexible Saver interest rate:

• on any amount you pay in over the Maximum Monthly Amount; and

• if you close your account before the end of the term.

Taking your money out before the end of the term: You can only take savings out before

the end of the term by closing the account. If you do this, we’ll transfer your savings and any

interest either to your current account, or to another account you tell us to pay it into.

If we close the account: If we close your account early for any reason, we’ll pay interest at

the Regular Saver interest rate until the date we close it.

At the end of the term: We’ll transfer your savings and interest to any Instant Access

Savings account, Flexible Saver or HSBC Premier Savings account you have with us. If you

have more than one of these accounts, we’ll transfer your money to the one with the best

interest rate.

If you don’t have one of these accounts, we’ll convert your Regular Saver to a Flexible Saver

or, if you’re eligible, an HSBC Premier Savings account. Your savings and any interest will be

available five working days after the term ends.

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Online Bonus Saver

Account conditions: To open an Online Bonus Saver, you must be registered for Online

Banking. You can only access your account through Online or Mobile Banking. If you

need to contact us, you must use secure e-message. We’ll contact you by post or secure

e-message.

Maximum savings: The maximum you can save in the account is £2million.

Making payments: If you want to send money by CHAPS, or set up a Faster Payment to

someone you haven’t sent money to before, you must do it through Telephone Banking or at

an HSBC branch. But if it’s a branch CHAPS payment, it must be for more than £10,000.

Interest: We pay the monthly standard rate on your balance. However, if you don’t take

money out, or don’t close your account, in any month, we’ll pay the monthly bonus rate for

that month.

We’ll pay interest into your Online Bonus Saver account. You can ask us to pay interest into

another account, but this counts as taking money out of your account – so you’ll lose the

bonus rate if you do.

PART 3 – INTEREST RATES AND CHARGES

1 Important information

We’ll tell you your interest rate when we open the account and you can contact us to find out

your current rate.

We’ll pay interest at a fixed or variable rate (which may go up or down).

We work out interest each day on the amount we’re holding for you in that account. If you’re

paying interest, we work it out each day on the amount you owe us.

We’ll take interest from, or pay it into, your account on the day in the month you originally

opened your account (unless we’ve agreed something different with you). If that day isn’t a

working day, we’ll do it the next working day.

Please be aware that taxes or costs may apply to you that:

• aren’t charged by us; and/or

• won’t be paid through us.

If you’re sending money outside the UK, Channel Islands and Isle of Man but within the EEA,

you’ll only pay our charges. You can’t pay charges for the other person.

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2 Charges for overdrafts

Arranged overdrafts

If we’ve agreed an arranged overdraft with you (we don’t offer this on all our accounts), we’ll

charge interest at the rates set out in the table below.

Account Arranged Overdraft EAR (Effective Annual Rate). This rate takes account of how often interest is charged, but not other fees or charges

HSBC Jade (HSBC Premier

Bank Account)

9.9% EAR variable (0% EAR variable charged on the first

£500 you borrow).

HSBC Premier Bank Account 11.9% EAR variable (0% EAR variable charged on the

first £500 you borrow).

HSBC Advance Bank Account 17.9% EAR variable

Bank Account 19.9% EAR variable

Bank Account Pay Monthly 19.9% EAR variable

Graduate Bank Account Year 1: 0% EAR variable on the first £1,500, 19.9% EAR

variable on amounts above that.

Year 2: 0% EAR variable on the first £1,000, 19.9% EAR

variable on amounts above that.

Student Bank Account 0% EAR variable

Current Account (no longer

on sale)

19.9% EAR variable

Unarranged overdrafts

You’ll have to pay a usage fee or interest if you have an unarranged overdraft. The table below

shows the amount of the fee or interest that applies to each current account. It also shows the

maximum amount we might charge you in a month in relation to an unarranged overdraft (this

is called the Monthly Maximum Charge).

Monthly cap on unarranged overdraft charges

Each current account will set a monthly maximum charge for:

• going overdrawn when you have not arranged an overdraft; or

• going over/past your arranged overdraft limit (if you have one).

This cap covers any:

• interest and fees for going over/past your arranged overdraft limit;

• fees for each payment your bank allows despite lack of funds; and

• fees for each payment your bank refuses due to lack of funds.

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Account Unarranged Overdraft EAR (Effective Annual Rate). This rate takes account of how often interest is charged, but not other fees or charges.

The Monthly Maximum Charge

HSBC Jade (HSBC

Premier Bank Account)

9.9% EAR variable each day. £2,000

HSBC Premier Bank

Account

11.9% EAR variable each day. £500

HSBC Advance Bank

Account

£5 each day £80

Bank Account £5 each day £80

Graduate Bank Account £5 each day £80

Bank Account Pay

Monthly

None None

Student Bank Account None None

Current Account (no

longer on sale)

£5 each day £80

We won’t charge you any daily unarranged overdraft usage fees if:

• you pay in money before the end of the day.

• the unarranged overdraft is £10 or less.

• your account has had an unarranged overdraft for more than 30 days in a row.

• your account has an unarranged overdraft only because of an overdraft or interest charge.

Within a charging period, we’ll make sure we don’t charge you more unarranged usage fees

than the overdraft you’ve used. The first charging period runs from the day you open your

account, unless we agree another day. There’s also a monthly cap on charges.

For example, for an unarranged overdraft of £50 for 12 days, we’ll charge £50, rather than

£60 (the £5 daily fee x 12).

3. Other charges

For most accounts, we don’t charge for the account or for sending or receiving money. There

are some exceptions though. These are set out below.

We take charges for payments from your account when we make the payment.

We may charge for services which aren’t set out in this agreement, but we’ll always tell you

how much it is and check you’re happy to pay it before we provide the service.

If we have to do anything to comply with a court order on your accounts, such as a child

maintenance order, we may charge a fee. We can charge up to the maximum the law allows.

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Sending money

Sending money

From To Charges for:

Branch and Telephone Banking

Online or Mobile Banking (if available)

Post

Within the

UK, Channel

Islands and

Isle of Man

by CHAPS

An HSBC

Premier Bank

Account

(including

HSBC Jade)

HSBC

accounts

£12 N/A £17

Any other

(non-Premier)

HSBC account

HSBC

accounts

£17 N/A £17

HSBC

accounts

All other

accounts

£17 N/A £17

Outside the

UK, Channel

Islands and

Isle of Man or

in a foreign

currency

within the

UK, Channel

Islands and

Isle of Man

HSBC

accounts

HSBC

accounts

Free Free £17

Non-HSBC

accounts

£9 £4 £17

If you make regular automatic transfers between two HSBC pounds sterling accounts, we

charge

• a monthly fee of £8 for weekly transfers and

• £20 for daily transfers.

If you have an HSBC Premier account, we don’t charge these fees.

Sending money outside the UK, Channel Islands and Isle of Man or in a foreign currency within the UK, Channel Islands and Isle of Man

If we send money outside the EEA, we may use an intermediary bank. The intermediary and

the bank receiving the money may apply their own charges. This could include payments sent

through, or to, another HSBC bank. You’ll only have to pay these charges if you tell us you

want to pay all the charges when you ask us to make the payment.

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Foreign currency payments by debit card

When you use your debit card for foreign currency payments, we work out the fee based on

the converted amount of the purchase or cash withdrawal.

Account Fees for a debit card payment in a foreign currency

Fees for a cash withdrawal in foreign currency, or from a cash machine outside the UK

HSBC Premier Bank

Account (including

HSBC Jade)

HSBC Advance Bank

Account

HSBC Premier

MyAccount

2.75% 2.75%

All other accounts 2.75%2.75% plus a fee of 2% (a

minimum £1.75, maximum £5).

Receiving money

Charges we take from some payments into your account Charge

Receiving money in a foreign currency (£100 or more) £8

Receiving money from outside the UK, Channel Islands and

Isle of Man in pounds sterling (£100 or currency equivalent

or more)

£6

Cheques issued by

banks outside the

UK, Channel Islands

and Isle of Man that

we negotiate for you

Up to and including £100 £6

£100.01 to £5,000 £12

£5,000.01 to £10,000 £24

£10,000.01 to £50,000 £34

£50,000.01 or more £60

Returned cheque £25

Cheques issued by

banks outside the

UK, Channel Islands

and Isle of Man that

we collect for you

All amounts £28

If you want the cheque to be sent by

courier

£10

Returned cheque £28

If you’re paying in a foreign currency cheque that’s in a different currency to the account, we’ll

do the conversion in two steps. We’ll convert it to pounds sterling first, and then convert it to

the currency of your account.

Travel money

We don’t charge to deliver travel money to your home or to your chosen branch. Orders must

be for a minimum of £100.

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Your HSBC Premier Worldwide Travel Insurance

Policy Wording Policy Number: 011012

Effective from 20 April 2019

Please take time to read this booklet as it contains important information.

To be covered you and any insured persons need to be:

• Under 70 when your trip starts.

• a UK* resident.

• For medical claims you must be registered with a doctor in the UK*

• Children must be under 18 years of age (under 23 years of age if in full time education and living at home outside of term time).

• Grandchildren are eligible if they are under 18 years of age (under 23 years of age if in full time education).

*definition of UK includes Channel Islands and Isle of Man

To help you understand what you are covered for at a glance – we’ve highlighted some common questions such as:

• do I need to tell you that I’m travelling?

• do you need to know about any medical conditions?

• what is the maximum trip length?

• are holidays in the UK covered?

• are business trips and winter sports covered?

• can my partner travel independently?

• how do I make a claim?

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Welcome to your HSBC Premier Travel Insurance

Please take time to read this booklet as it contains important information. If you have a question and cannot find the answer either below or in the policy wording, please contact Customer Services.

Do I need to tell you that I am travelling?

No. As long as you have told us about any relevant pre-existing medical conditions you do not need to register with us or tell us that you are travelling.

Do you need to know about any medical conditions?

Yes. If you, or any insured person have a medical condition(s), you should check to see if the condition(s) is covered automatically on the “Accepted conditions” list. If the condition is not listed and if in the 12 months prior to booking a trip you have been prescribed medication, have received or are awaiting medical treatment, tests or investigations, been referred to a specialist or admitted to hospital, then you should call us before booking trips. Undiagnosed symptoms are not covered. Please see the 'Your Health' section for full details of when and what you must declare.

What is the policy excess? Where a policy excess applies it is £50 per person, per trip.

What is the maximum trip length?

Trips should be no longer than 31 days and must start and end in the UK, Channel Islands or Isle of Man. However when booking your trip you may be able to purchase an upgrade to increase the trip length to a maximum duration of 120 days.

Can my partner travel independently?

Yes, partners who are not named account holders can travel without the account holder at any time provided they are eligible and the account holder is aged under 70.

Are holidays in the UK covered?

Yes. Holidays in the UK, Channel Islands or Isle of Man need to involve a stay of at least two consecutive nights in pre-booked holiday accommodation. Please see our definition of pre-booked holiday accommodation.

Are winter sports holidays covered?

Yes. Winter sports holidays are covered for up to a maximum of 31 days in any calendar year.

Are business trips covered? We will provide cover if you travel outside the UK to carry out office-based clerical or administrative duties, you are covered for up to a maximum of 31 days in any calendar year. We do not cover any other type of business travel, even if you have some leisure time during your trip.

Can I claim for cancellation of my trip if I have a problem with my travel documents, e.g. my passport is out of date/not arrived in time or my visa is invalid?

No. There is no cover under this policy for problems with your travel documents before you leave. If your passport is lost or stolen or damaged while you are abroad there is cover in this situation. Please see the Emergency Travel Document section.

Before you book a trip, check the entry requirements of the country you intend to visit with the local government embassy and/or the Foreign and Commonwealth Office website www.gov.uk/foreign-travel-advice.

How do I make a claim? To make a claim please call the relevant number below.

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Travel Insurance Helplines

Medical Risk Assessment Please refer to the ‘Your Health’ section to find out if you need to tell us about medical condition(s).

Within the UK 0800 051 7457

Lines open: 8am – 9pm every day except Christmas Day, Boxing Day and New Year’s Day.

24 Hour Medical Emergency Assistance If you are injured or fall ill while you are away, please contact this helpline.

Within the UK 0800 051 7458

Outside the UK +44 1603 605 135

All lines open: 24 hours a day, 365 days a year.

Customer Services Use this number for all general policy enquiries. Policy documentation is available in large print, audio and Braille. If you require any of these formats please contact HSBC.

Phone 03457 70 70 70

Text-phone 03457 125 563

Lines open: 24 hours, 365 days a year.

Travel Claims Use this number to report any travel claims, which are not as a result of a medical emergency.

Within the UK 0800 051 7459

Outside the UK +44 1603 604 910

Lines open: 24 hours, 365 days a year.

Legal Expenses Claims and Advice Use this number to report any legal expenses claims or if you require advice for any personal legal problem that may lead to a claim under this policy.

Within the UK 01603 208 533

Outside the UK +44 1603 208 533

Lines open: 24 hours a day, 365 days a year.

Travel Assistant This helpline can assist you with a wide range of travel advice before and while you are away. Please do not call this number for policy queries or claims.

Within the UK 0800 051 7461

Outside the UK +44 1603 605 155

Lines open: 24 hours a day, 365 days a year.

Policy Upgrades Additional cover may be available to extend your trip duration.

Phone 0800 328 1562

Lines open: Mon to Fri (9am to 5pm).

Telephone call charges and recording

Calls to 0800 numbers are free from UK landlines and mobiles.

The cost of calls to 01, 02 and 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles.

For our joint protection, telephone calls may be recorded and/or monitored.

Travel Assistant Helpline

This service can help you sort out all kinds of travel problems before you go and while you are away, from providing information on the countries you are visiting to sorting out non-medical emergencies.

Advice before you travel:

• any visa and entry permits you might need;

• any necessary vaccination and inoculation requirements, and where you can get them;

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• what you should take with you regarding first aid and health;

• what currencies and travellers’ cheques to take with you, and what the current exchange rates are;

• the languages spoken, time zones, bank holidays and climate of countries you plan to visit;

• import and export allowances for tourists.

While travelling:

• how to replace lost or stolen passports, driving licences, air tickets or other travel documents;

• how to trace your baggage with the airline operator if it is delayed or lost;

• why, how, where and when you should contact local embassies or consulates;

• how to transfer money out to you if you need it;

• cancellation of credit cards, if lost or stolen, and helping you to report the loss to your card provider;

• provide information to close relatives, friends or employers if you have to go into hospital.

Other emergency services while travelling:

• a ‘phone home’, translation and interpretation service if you need it in an emergency.

Please note There is no charge for the provision of the advice, guidance or other emergency service shown above. However, if you wish us to obtain goods or services on your behalf that are not covered by a claim under this policy, you will need to pay any fees that the provider charges and you will need to adhere to the provider’s terms and conditions.

Foreign and Commonwealth Office (FCO) – Travel advice by country

We are working with the FCO to help British travellers stay safe overseas. Before you travel abroad, check out the FCO website www.gov.uk/foreign-travel-advice.

It is packed with essential travel advice and tips, plus up to date information about different countries.

Air and maritime passenger rights

For the latest advice and further details on your rights please visit the following websites:

www.caa.co.uk and search for ‘travel problems’.

www.dft.gov.uk and search for ‘maritime passenger rights’.

You should also refer to the terms and conditions of the carrier you are travelling with.

Please note – we are not responsible for the content of other websites.

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Contents

Click on the links below to find out more.

Section 1 – Important Information

Section 2 – Policy Wording

Definitions

Helpful and important information about this policy

General Exclusions

General Conditions

Your health

“Accepted medical conditions” list

On your trip

Cancelling or coming home early

Travel disruption

Emergency medical and associated expenses

Accidental death and permanent disability

Legal expenses and advice

Personal liability

Your possessions

Catastrophe cover

Winter sports

Your Activities

Complaints Procedure

Compensation

Further information about your policy

Privacy Overviews

Your Claim

If you need to make a claim please telephone the number shown in this policy immediately. Only a selection of claims scenarios are shown below. Please refer to the relevant section within this policy booklet for full details of cover and any evidence we may require.

Type of claim What must I do? What will I need?

Cancelling your trip or coming home early

• Check that the reason you need to cancel or come home early is covered.

• Contact the Medical Emergency Helpline before returning home.

• For medical claims, we will send a medical certificate for completion by the patient’s doctor to confirm the reason for your claim.

• Evidence of your booking and the cancellation.

Missed Departures

• Do all you can to get to your departure point on time.

• A repair or assistance report if the vehicle you were travelling in broke down or was involved in an accident.

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Type of claim What must I do? What will I need?

Travel delay after check-in

• Check that your delay was over 12 hours before submitting a claim.

• Written confirmation from the airline/carrier of the actual date and time of departure and the reason for the delay.

Medical emergency

• Contact the Medical Emergency Helpline before any hospital admission or as soon as possible thereafter.

• All medical reports given to you by the treating facility.

Enforced Stay Abroad

• Contact your airline/carrier and they will advise if you should travel to the airport/port to check in at your specified time.

• Written confirmation from the airline/carrier of the actual date and time of your return to the UK.

• Documentary evidence of costs incurred if you make your own way home.

Legal Expenses • Contact the Legal Expenses Claims and Advice Helpline as soon as you are aware of the incident.

• We will tell you when you call if we need anything else to deal with your claim.

Emergency Travel Document

• Report incident to the police as soon as reasonably possible.

• All receipts for any costs incurred.

Baggage and Personal Money

• Take all reasonable steps to recover lost/stolen property.

• Report incident details to the police as soon as reasonably possible.

• Report the loss/damage to the airline/carrier within the timescales stated within their terms and conditions.

• Do not dispose of damaged items.

• A ‘Property Irregularity Report’ from the airline/carrier and your baggage tag receipts.

• Proof of purchase of the lost, stolen or damaged item.

• Proof that you owned the money and its value.

• A written report from the police or any other relevant authority.

Delayed Baggage • Report the loss/damage to the airline/carrier within the timescales stated within their terms and conditions.

• Written confirmation from the airline/carrier of the number of hours delay.

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Section 1 – Important Information

How long does my HSBC Premier Travel Insurance run for?

All cover under this policy will cease automatically if:

1. the account holder:

• Closes the HSBC Premier bank account.

• Reaches 70 years of age (on joint accounts cover continues for the other eligible account holders until they reach age 70).

• Is no longer a UK, Channel Islands or Isle of Man resident.

• Is believed to be or reasonably suspected by us to be acting fraudulently.

2. HSBC:

• Cancels the HSBC Premier account under one of the reasons set out in the HSBC Premier bank account terms and conditions.

Eligibility

As your circumstances may change over time, it is important that you review the terms and conditions of your Travel Insurance regularly to check you remain eligible and that the cover remains adequate for your needs.

Meeting your needs

This policy has been designed to meet the needs of people who wish to protect against costs that could arise in the course of their travels. It covers such things as coming home early, emergency medical treatment, personal liability, legal expenses and the theft of your money.

Your cancellation rights

You have a 14 day period in which to close your HSBC Premier bank account. This period begins on the date you successfully opened your HSBC Premier bank account or when you receive your Travel Insurance policy document, whichever is later. To exercise your right to cancel this travel insurance at any time the HSBC Premier bank account must be closed. If it is not closed the Travel Insurance will remain active until the first of the termination events shown above occur.

To exercise your right to cancel, please contact HSBC or your HSBC Premier Relationship Manager.

How do I make a claim?

Should you need to make a claim under this policy, please contact the appropriate helpline.

How do I make a complaint?

We hope you will be happy with the service that we provide. However, if for any reason you are unhappy with it, we would like to hear from you.

If you are unhappy with any aspect of the handling of your claim please contact

• The Travel Claims Helpline number shown at the front of this booklet; or

• The HSBC Claims Department, Aviva Insurance Limited, PO Box 432, Chichester PO19 1QA.

If your complaint is regarding anything else please contact:

• The Customer Services Helpline number shown at the front of this booklet.

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Both HSBC and Aviva are covered by the Financial Ombudsman Service.

If you have complained to us and we have been unable to resolve your complaint, you may refer it to this independent body. Following the complaints procedure does not affect your right to take legal action.

Explaining HSBC’s Service

Your travel insurance policy is provided and underwritten by Aviva Insurance Limited. As an insurance intermediary HSBC Bank plc deals exclusively with Aviva for the purposes of your policy. HSBC Bank plc are authorised by the Prudential Regulatory Authority and regulated by the Financial Conduct Authority and the Prudential Regulatory Authority as an insurance intermediary and has been appointed by the insurer Aviva to provide insurance products, sell these to you and service your insurance needs. You will not receive advice or recommendation from HSBC Bank plc on this arrangement and no fee has been charged by HSBC Bank plc for arranging this contract. HSBC Bank plc may receive commission dependent on the performance of our insurance business with Aviva. In Jersey, HSBC Bank plc is licensed by the Jersey Financial Services Commission and is registered with the Jersey Financial Services Commission as an insurance intermediary in respect of General Business. In Guernsey, HSBC Bank plc is licensed by the Guernsey Financial Services Commission and is registered with the Guernsey Financial Services Commission as an insurance intermediary in respect of General Business. In the Isle of Man, HSBC Bank plc is registered with the Isle of Man Financial Services Authority.

Would I receive compensation if HSBC were unable to meet their liabilities?

HSBC is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from this scheme if we cannot meet our obligations, depending on the type of insurance and the circumstances of your claim. Further information about the FSCS arrangements is available from them on 0800 678 1100, or by visiting their website www.fscs.org.uk, or write to:

Financial Services Compensation Scheme 10th Floor Beaufort House 15 St Botolph Street London EC3A 7QU.

Section 2 – Policy Wording

Definitions Wherever the following words or phrases appear in bold, they will have the following meanings:

account holderAny person named as an account holder on the HSBC Premier Bank Account who

is under 70 years of age at the start date of

the trip.

close business colleagueSomeone you work with in the UK who has to be in work in order for you to be able to go on or continue a trip. A senior manager or director of the business must confirm this in the event of a claim.

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close relativeYour mother, father, sister, brother, partner, fiancé(e), daughter, son, grandparent, grandchild, parent-in-law, daughter-in-law, son-in-law, brother-in-law, sister-in-law, step-parent, step-child, step-sister, step-brother, aunt, uncle, cousin, nephew, niece, legal guardian or foster child.

doctor A registered member of the medical

profession who is not related to you or

anyone you are travelling with.

excessThe amount that you will have to pay towards each claim per insured person, per trip.

home Your home address in the UK.

home territory 1. England, Scotland, Wales, Northern

Ireland, Jersey and Isle of Man if your home

is located in any of these areas;

2. Guernsey, Alderney, Sark, Herm, Jethou, Brecqhou and Lihou if your home is located on any of these islands.

office-based business travel Travel outside the UK if the reason for your trip is to carry out wholly office-based

clerical or administrative duties only, which

do not involve you dealing with members of

the public.

Office-based business travel is limited to 31 days in any calendar year.

partner The person that the account holder lives with at home in a domestic relationship, whether married or co-habiting (as if husband and wife or civil partnership), regardless of gender, who is under 70 years of age at the start date of the trip.

period of insurance Each trip you make, whilst the HSBC

Premier account is in force, will be treated as

a separate period of insurance; individually

subject to all policy terms, conditions,

declarations and exclusions. Cover for each

individual trip applies as follows:

1. Cover for cancelling your trip begins from

the date of opening your HSBC Premier

account, or the date of booking each trip

(whichever is later) and ends when you leave

your home to start your trip;

2. Cover under all other sections starts when you leave your home and ends when you return home (or are repatriated to a hospital in the UK), providing you do not exceed the trip limit.

personal money Cash (including foreign currency), travellers’ cheques, non-refundable pre-paid event and entertainment tickets, travel tickets, passports, visas and driving licences.

point of international departure The airport, port or station from which you will undertake international travel from or to the UK. If your home is in Northern Ireland, you are also covered for international travel from or to the Republic of Ireland.

pre-booked holiday accommodation A commercially run premises where a fee is charged which has been booked prior to the start of your trip, including a pre-booked tent or caravan pitch but not including residential properties belonging to friends or family.

this policy The HSBC Premier Worldwide Travel Insurance.

travelling companion A person you travel with, without whom you cannot make or continue your trip.

trip(s) Journeys beginning and ending in the UK

that last no more than 31 days that are

either:

1. Holidays outside the UK; or

2. Office-based business travel outside the

UK; or

3. Holidays within the UK, that include two or more consecutive nights stay in pre-booked holiday accommodation.

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UK England, Scotland, Wales, Northern Ireland, Channel Islands and Isle of Man.

UK resident An insured person who has their permanent home in the UK.

valuables Jewellery, costume jewellery, watches, items made of or containing gold, silver, precious metal or precious stones, binoculars, hand held games consoles and equipment, mobile phones, photographic equipment, video cameras, e-readers, laptops and tablets, or any accessories which are designed to be used with these items.

we, us our, insurer Aviva Insurance Limited. Registered in Scotland, no. 2116. Registered office: Pitheavlis, Perth PH2 0NH. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority.

winter sports equipment Skis, snowboards, boots, helmets, bindings or poles.

you, your(s), yourself, insured person The account holder, his/her partner and their dependent children, step children, foster children who at the start of the trip are under 18 years of age (under 23 if still in full time education and living at home outside term time) and grandchildren under 18 years of age (under 23 years of age if still in full time education).

Helpful and Important Information about this policy

This policy is included with your HSBC Premier Bank Account. Please read this booklet carefully, keep it in a safe place and take it with you when you travel. It gives you full details of what is covered, what is not covered and the limits, excesses and conditions of cover. It is the account holder’s responsibility to ensure that all insured persons are aware of their responsibility and comply with all of the policy conditions. If you do not comply, we may refuse your claim or reduce your cover in the event of a claim.

In respect of each trip taken during the period of insurance, we will provide the cover set out in this policy document provided:

1. you are an account holder;

2. you are a UK resident;

3. in order to make any emergency medical claims or claims for cancellation or coming home early due to medical emergencies, you are registered with a doctor in the UK;

4. the trip begins after the date the HSBC Premier bank account was opened;

5. you have booked your return journey before leaving the UK, or if you have an open ticket, you have confirmed your return date with the airline.

Children

Dependent children who at the start of the trip are under 18 years of age (under 23 years of age if still in full time education and living at home outside of term time) are only covered when:

1. travelling with the account holder or his/her partner, or

2. travelling with close relatives who are over 23 years of age, or

3. travelling independently on a school/college trip with teachers/lecturers, or

4. travelling abroad on their own to stay with close relatives who permanently live abroad, for the duration of the trip.

Grandchildren

Grandchildren who at the start of the trip are under 18 years of age (under 23 years of age if still in full time education) are only covered when travelling with the account holder or his/her partner.

Automatic cover

This policy automatically applies for each trip, this means you do not have to contact us every time you book a trip, unless you need to tell the Medical Risk Assessment Helpline about any change to a previously disclosed medical condition or the diagnosis of a new condition. Please also read ‘Information and changes we need to know about’ below.

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Information and changes we need to know about

You must take reasonable care to provide complete and accurate answers to the questions we ask you. For example before you book a trip or travel, you may need to tell the Medical Risk Assessment Helpline about medical conditions not shown on the “Accepted conditions” list. After your HSBC Premier account is opened, you must make sure that you tell the Medical Risk Assessment Helpline if there are any changes in health. Please see the ’Your Health‘ section for full details of what you need to declare.

You also need to tell HSBC if you move address – if this means that you are no longer a UK resident then all cover under this policy will end.

When we are notified of a change, we will tell you if it affects this policy, for example whether we are able to accept the change and if so, whether the change will result in revised terms. If the information provided by you is not complete and accurate we may:

1. revise or amend the medical underwriting decision(s) for any declared pre-existing condition(s), which may result in the accepted condition being excluded; or

2. refuse to pay any claim; or

3. not pay any claim in full.

If you are in any doubt about Information or Changes we need to know about, please contact us.

Amendments to your cover

You may be able to upgrade from the standard cover for an extended trip duration of up to 120 days. To check if this is possible please call the Upgrade Helpline number before you travel for further information and a quotation.

Automatic extension of cover

If you cannot get back home before your cover ends, this policy will remain in force as follows:

1. up to 14 days if any vehicle you are travelling in breaks down, or any vehicle, vessel, train or aircraft in which you are booked to travel as a ticket holding passenger is delayed or cancelled; or

2. for as long as medically necessary where you are claiming for emergency medical treatment under this policy.

Automatic termination of cover

All cover under this policy will cease automatically if:

1. the account holder:

• closes the HSBC Premier bank account;

• reaches 70 years of age (on joint accounts cover continues for other eligible account holders and other insured persons until all account holders reach 70 years of age);

• is no longer a UK resident;

• is believed to be or reasonably suspected by us to be acting fraudulently.

2. HSBC cancels the HSBC Premier account under one of the reasons set-out in the HSBC Premier account terms and conditions.

If an insured person is on a trip at the time an automatic termination event occurs, all cover will cease when the trip ends.

Your cancellation rights

This policy will remain in force subject to the automatic termination of cover section above.

You have a 14 day period in which to cancel this policy. This period begins on the date you opened your HSBC Premier account or when you receive your policy document, whichever is later. To cancel this policy at any time the HSBC Premier account must be closed. If it is not closed, this policy will remain in force until any of the automatic termination events shown above occurs, or this policy is cancelled in accordance with the rights shown in the General Conditions section of the policy wording.

To exercise your right to cancel, please contact HSBC or your HSBC Premier Relationship Manager.

Use of language

Unless otherwise agreed, the contractual terms and conditions and other information relating to this policy will be in English.

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Choice of law

The law of England and Wales will apply to this policy unless:

1. You and the insurer agree otherwise; or

2. At the date of the contract the account holder is a resident of Scotland, Northern Ireland, Channel Islands or the Isle of Man in which case (in the absence of agreement to the contrary) the law of that country will apply.

General Exclusions and Conditions (These apply to the whole of your policy)

This policy does not cover the following:

1. Any consequence whatsoever which is the direct or indirect result of any of the following, or anything connected with any of the following, whether or not such consequence has been contributed to by any other cause or event:

a. War, invasion, act of foreign enemy, hostilities or a warlike operation or operations (whether war be declared or not), civil war, rebellion, revolution, insurrection, civil commotion assuming the proportions of or amounting to an uprising, military or usurped power.

b. Any action taken in controlling, preventing, suppressing or in any way relating to (a) above.

2. Claims directly or indirectly caused by:

a. Ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from burning nuclear fuel; or

b. The radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or part of an assembly; or

c. Pressure waves caused by aircraft and other aerial devices travelling at sonic or supersonic speeds.

3. Any claim for your death, injury, illness or disability resulting from:

a. Your suicide or attempted suicide; or

b. Your misuse of alcohol or drugs or your consumption of alcohol or drugs (other than drugs taken under medical supervision and not for treating alcohol or drug addiction) to an extent which causes immediate or long-term physical or mental impairment, including impairment to your judgement causing you to take action you would not normally have taken; or

c. Any exacerbation of an accepted medical condition caused by your misuse of alcohol or drugs.

4. Any claim where during the trip, you deliberately put yourself at risk of death, injury, illness or disability (unless your life is in danger or you were trying to save human life).

5. Any loss that is not specifically described in the stated terms and conditions, eg we will not pay for loss of earning if you are unable to return to work due to illness or injury during your trip, or any payment which you would normally have made during your travels.

6. Any incident which happens after the trip duration limit has been reached.

7. Any claim for an incident which happens during a trip that results from:

a. you riding or being carried as a passenger on a scooter, moped or motorcycle:

i. 125cc or under, unless you wear a crash helmet and, as a rider, you are fully licensed to use such a vehicle in the UK;

ii. over 125cc, unless this is your mode of transport from the UK and you wear a crash helmet and appropriate protective clothing. As a rider you must be fully licensed and insured to use this vehicle in the UK. There is no cover for trips taken outside of Europe.

b. you driving any motorised vehicle, unless you are fully licensed to drive such a vehicle in the UK;

c. you driving or being a passenger in any motorised vehicle unless you have complied with all laws applying to use of that vehicle in the country you are visiting, for example you must wear a seatbelt where this is required by law;

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d. your involvement in paid or unpaid manual work or physical labour of any kind, other than charity or conservation work (see further limitations in the Your Activities section).

e. business travel if your job is not wholly an office based role and your trip involves dealing with members of the public or any tasks other than clerical or administrative duties;

f. you taking part in an activity which is shown as excluded in the Your Activities section;

g. you taking part in exploration or scientific expeditions or being a crew member on a vessel travelling from one country to another;

h. you climbing on to, on top of, or jumping from any balcony railing, ledge or wall, or climbing or moving across any external part of a building or vehicle not specifically designed for that purpose.

8. Any claim resulting from a tropical disease where you have not had the recommended inoculations and/or taken the recommended medication.

9. Any claim for:

a. management fees, maintenance costs or exchange fees, unused travel or accommodation arranged by using air miles, loyalty or points based schemes, timeshares or similar promotions;

b. costs where these are recoverable from your travel or accommodation provider;

c. costs you have paid on behalf of persons not insured under this policy;

d. administration costs charged by your travel and/or accommodation provider in respect of obtaining a refund for unused travel and accommodation.

10. Any claim because you do not feel like travelling, or you are not enjoying your trip.

11. Any claim caused by an event for which the dates had been publicly announced and/or reported by the media at the time of opening your HSBC Premier account or booking your trip (whichever is later), eg strike, airport closure or flight cancellation.

12. You must report any loss or theft to the police as soon as reasonably possible following discovery, and get a written report (where it is not possible to obtain a police report you must provide other independent proof of the loss or theft, such as a letter from your transport company, hotel, or resort management).

General Conditions

1. The account holder must have an HSBC Premier Bank Account.

2. You must be registered with a doctor in the UK to be covered for any emergency medical claims or claims for cancellation or coming home early due to medical emergencies.

3. You must have taken reasonable care to provide complete and accurate answers to the questions asked when you opened your HSBC Premier Bank Account and before you book a trip or travel make sure that you have told us about any medical conditions as detailed in the Your Health section.

Please note that if you fail to tell the insurer about medical conditions this could invalidate this policy and could mean that part or all of a claim may not be paid. It is therefore very important that you read the Your Health section in this booklet.

If the information provided by you is not complete and accurate, we may amend the medical underwriting decision(s) for any declared pre-existing condition(s) which may result in an accepted condition being excluded, or refuse to pay any claim, or not pay any claim in full.

If you fail to notify us of any changes to your health before a trip (as required in the Your Health section of this booklet) this could result in a previously accepted medical condition being excluded.

4. Our right to cancel: HSBC may cancel this policy on our behalf by sending at least 30 days written notice to your last known postal and/or email address setting out the reason for cancellation.

Valid reasons include, but are not limited to, the following:

a. where we reasonably suspect fraud;

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b. where you fail to co-operate with us or provide us with information or documentation we reasonably require and this affects our ability to assess a claim or defend our interests. See the General Conditions 7, 8, and 10 below;

c. where you have not taken reasonable care to provide complete and accurate answers to the questions we ask as required in the ‘information and changes we need to know about’ section in this policy booklet and General Condition 2;

d. where HSBC decide to offer this policy through an alternative provider as provided for in General Condition 16.

HSBC may also cancel this policy in accordance with the HSBC Premier Bank Account Terms and Conditions. Please refer to this document for further details.

5. Claims fraud: In order to prevent and detect fraud HSBC and the insurer may at any time share information about you with other organisations and public bodies including the police. You should show these notices to anyone who has an interest in this policy.

If your claim is in any way dishonest or exaggerated we will not pay any costs or benefits under this policy and we may cancel this policy immediately and backdate the cancellation to the date of the fraudulent claim. We may also report you to the police and/or take legal action against you.

6. You must take all reasonable precautions to protect yourself and your property against any accident, injury, theft, loss or damage. You must take the same level of care as you would if you did not have this policy.

7. If we make a payment before cover is confirmed and our claims investigation reveals that no cover exists under the terms of this policy, you must pay us back any amount we have paid, which you are not covered for.

8. You must tell us as soon as possible after becoming aware of any circumstances which may lead to a claim under this policy. You must also tell us if you are aware of any legal proceedings, summons or prosecution. You must send us every communication relating to a claim as soon as reasonably possible.

9. You, or any person acting for you, must not negotiate, admit or reject any claim without our permission in writing.

10. We may refuse to pay any expenses for which you cannot provide receipts or bills.

11. You or your legal representative must pay for any certificates, information and evidence, which we may need. When there is a claim for injury or illness, we may ask for, and will pay for, any insured person to be medically examined on our behalf.

12. If, at the time of an incident which results in a claim under this policy, there is any other insurance covering the same loss, damage, expense or liability, we are entitled to approach that insurer for a contribution towards the claim, and will only pay our share. This condition does not apply to the Accidental Death and Permanent Injury benefit or Medical Inconvenience benefit under the Emergency Medical and Associated Expenses section.

13. We are entitled to take over and carry out in your name the defence or settlement of any legal action. We may also take proceedings at our own expense and for our own benefit, but in your name, to recover any payment we have made under this policy to anyone else.

14. If you make a medical claim you may be asked to provide consent to enable us to access your medical records. This will help the treating doctors, and us, to provide you with the most appropriate treatment and assess whether cover applies. If you do not agree to provide this we will not deal with your claim.

15. Following the expiry of a cooling off period of 14 days commencing on the date you take out the account or the date on which you receive the policy documents (whichever is the later), you continue to have the right to cancel this policy at any time by contacting HSBC.

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16. We can, at any time and after taking a fair and reasonable view, but no more than once in any 6 month period make changes to this policy’s terms and conditions, to reflect changes in our expectations of the future likely cost of providing cover. Policy cover may increase or decrease, but the changes will not be made for the sake of recouping past losses.

When doing so we will only consider one or more of the following:

a. our experience and expectations of the cost of providing this product and/or other Aviva products of a similar nature.

b. information reasonably available to us on the actual and expected claims experience of insurers of similar products.

c. widely available economic information such as inflation rates and exchange rates.

Additionally, we can, at any time and after taking a fair and reasonable view, make changes to this policy’s terms and conditions:

a. to reflect changes (affecting us or this policy) in the law or regulation or the interpretation of law or regulation, or changes in taxation.

b. to reflect decisions or recommendations of an Ombudsman, regulator or similar person, or any code of practice, with which we intend to comply.

c. in order to make this policy clearer and fairer to you or to rectify any mistakes that may be discovered in due course.

Changes (together with the reasons for such changes) will be notified to you in writing at least 30 days in advance.

17. HSBC may cancel this policy on our behalf and may offer cover with another provider. If this happens HSBC will contact you by sending 30 days’ notice to your last known postal and/or email address.

Your health – cover and exclusions for medical conditions

Please read this section carefully

This policy is not a general health or private medical insurance policy and will only cover sudden and unexpected illness or accidents.

Medical Condition means:

Any illness, disease or injury that you have had in the 12 months prior to booking a trip(s) where you have;

• been prescribed medication and/or

• received or are awaiting medical treatment, tests or investigations and/or

• been referred to, or had follow up with a specialist and/or

• been admitted to hospital or had surgery.

What do you need to tell us?

If an insured person has any medical condition other than those shown as an ‘Accepted condition’ and you wish us to consider covering the medical condition(s), you need to call us on 0800 051 7457.

Please note – medical conditions are not covered by this policy unless:

• you only have ‘Accepted conditions’; or

• we have been told about them and have confirmed in writing that they have been accepted.

When do you need to tell us?

• Before booking any trip

If you wish us to consider covering medical conditions you have that are not shown on the ‘Accepted conditions’ list, you need to contact us before booking any trip.

When you call us, we will assess your medical condition(s) and tell you whether or not we are able to cover the condition(s).

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• After booking a trip but before travelling

If after the trip has been booked you are referred to a consultant/specialist or admitted to hospital, you will be covered for cancellation of your trip and we will pay travel costs you had paid before this happened. If you still wish to travel you must call us and we will tell you if we are able to cover the condition. If we are unable to cover the condition but you still wish to go on the trip, we will not cover any claim relating to that condition.

If you booked your trip before opening your account you should call us as soon as possible to find out if your medical condition(s) can be covered for the pre booked trip.

Accepted conditions

If these are the only medical conditions you have and none of the restrictions or the Health exclusions listed below apply, you will be automatically covered by this policy and we do not need to know about them.

However, if you have a medical condition that is not on the list, or the restrictions/exclusions apply to you, you must tell us about all medical conditions you have, including any shown on the list below.

If you are in any doubt please call us on 0800 051 7457.

• Allergy/Anaphylaxis (no hospital admissions in last two years)

• Arthritis (no back or neck problems)

• Asthma (no nebulisers or oxygen at home and no hospital admissions in the last 12 months)

• Benign prostatic enlargement

• Broken bone/fracture (not head or spine)

• Cataracts

• Chicken pox

• Common cold/influenza

• Constipation

• Cystitis

• Diabetes (no complications for example retinal, kidney or nerve damage)

• Diarrhoea and/or vomiting

• Dislocated joint (not following knee/hip replacement)

• Eczema/dermatitis

• Essential tremor

• Fungal nail infection

• Gastric reflux

• Glaucoma

• Gout

• Haemorrhoids

• Hayfever

• Hernia

• High/low blood pressure

• High cholesterol

• Hypothyroidism (underactive thyroid)

• Impetigo

• Irritable bowel syndrome (IBS)

• Joint replacement

• Macular degeneration

• Migraine (confirmed diagnosis, no ongoing investigation)

• Minor infections (treated with no more than one course of antibiotics)

• Osteoporosis (no back or neck fractures)

• Peptic ulcer

• Polymyalgia rheumatica

• Psoriasis

• Retinopathy (not a link to diabetes)

• Sinusitis

• Soft tissue injury/tendon injury/sprain

• Tinnitus

• Tonsillitis

• Vertigo

Health exclusions

1. There is no cover for any claim arising directly or indirectly from the following:

a. Any medical condition unless it is shown as an ‘Accepted condition’ or we have been told about it and we have accepted it in writing.

b. Any symptoms that you were aware of, prior to booking a trip, for which you have sought but not yet received a diagnosis for.

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c. Any medical condition for which you were not taking the medication prescribed to you.

d. Travelling against the advice of a doctor or purposely travelling without medical advice when it was reasonable for you to have consulted a doctor.

e. Travelling with the intention of seeking medical treatment.

European Health Insurance Card (EHIC) (Residents of England, Scotland, Wales and Northern Ireland only)

If you are travelling to countries in the European Union, Iceland, Liechtenstein, Norway or Switzerland we strongly advise that you take an EHIC with you. You can obtain information or apply online at www.nhs.uk and search for Healthcare abroad. The EHIC is free and should be completed and validated before you travel.

This will allow you to benefit from the reciprocal health arrangements which exist with these countries. You should take reasonable steps to use these arrangements where possible.

Medicare (Residents of England, Wales, Scotland and Northern Ireland only)

If you require medical treatment in Australia, you must enrol with a local Medicare office. You do not need to enrol on arrival but you must do this after the first occasion you receive treatment. In-patient and out-patient treatment at a public hospital is then free of charge. Details of how to enrol and the free treatment available can be found at www.humanservices.gov.au by searching for Medicare forms.

On your trip

Cancelling or coming home early

If you unavoidably have to cancel your trip or come home early, we will pay for the following:

• non recoverable costs that each insured person has paid, or legally has to pay for their own unused personal travel and/or accommodation. This also includes the cost of pre-paid excursions and green fees; or

• additional travel costs (if you cannot use your return ticket), and/or accommodation costs (of a similar standard you had booked for your trip) necessary to allow you to come home early.

The most we will pay for each insured person is:

• £7,500 for personal travel and accommodation costs;

• £750 for excursions;

• £250 for green fees.

If you are unable to recover these costs from the provider.

If one of the following occurs:

1. you are injured, fall ill, are quarantined or die.

2. a close relative, close business colleague, or the person you were going to stay with is seriously injured, falls seriously ill or dies.

3. your home is badly damaged by explosion, fire, landslide, flood or severe/adverse weather.

4. the police need to speak to you because your home or place of work has been burgled.

5. severe/adverse weather prevents you from leaving your home, reaching your point of international departure or your pre-booked holiday accommodation in the UK.

6. delay or cancellation of your pre-booked transport prevents you from leaving the UK on your outward journey, and the carrier or their handling agent is unable to provide suitable alternative travel arrangements within 24 hours of the date and time of the scheduled departure as shown on your ticket/itinerary.

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7. you are a member of the Armed Forces, Police, Ambulance, Fire, Nursing Services or an employee of a Government Department and authorised leave is cancelled due to an unexpected posting or a major incident in the UK.

8. you are prevented from travelling within 31 days of your scheduled departure date or have to come home early because:

a. an avalanche, earthquake, explosion, fire, landslide, flood or severe/adverse weather renders your accommodation uninhabitable or unreachable;

b. a Foreign and Commonwealth Office advisory notice is in place advising against all travel or all but essential travel to your destination or, the FCO are advising British citizens to leave the area in which you are staying.

Or you choose not to travel or continue your trip because:

c. your accommodation is directly affected by a food poisoning outbreak, or the area in which you are staying is affected by pandemic or epidemic influenza;

d. a major incident such as a terrorist attack happens within a 50 mile radius of the area in which you will be/are staying and you do not wish to travel or you wish to return home early.

9. Your transport operator, accommodation provider or their booking agents become insolvent.

10. You are denied boarding because there are too many passengers for the seats available and no suitable alternative flight could be provided within 12 hours.

You can also cancel your trip if one of the following occurs:

a. you are made redundant;

b. you are called for jury service or as a witness in a court of law during your trip.

You will also be covered if your travelling companion has to cancel the trip or come home early for one of the reasons listed above.

Special conditions

a. All claims resulting from illness, injury, quarantine or death must be supported by medical reports, or a death certificate (or both). Medical reports must be obtained at the time of the incident and indicate the necessity to cancel the trip or come home early.

b. You must provide written confirmation from the carrier or their handling agent of the actual date and time of the planned departure and reason for the cancellation or delay, and that they were unable to offer suitable alternative travel arrangements within 24 hours of your scheduled departure.

c. Where you have been prevented from reaching your point of international departure or pre-booked holiday accommodation in the UK due to severe/adverse weather, you must provide evidence that travel was not possible, such as local police, press or travel reports.

d. If your leave is cancelled, or you are made redundant you must provide written confirmation from your employer.

e. If you are called as a witness or for jury service you must provide written confirmation.

f. If you are denied boarding you must provide proof that your carrier was unable to offer you suitable alternative travel arrangements.

If you have to come home early:

a. If you need to come home early and intend to make a claim you must phone the Emergency Medical Assistance Helpline immediately.

b. All claims must be supported by documentary evidence that you have been unable to obtain a refund from the travel and/or accommodation provider.

c. You must provide written confirmation from the accommodation provider and/or local or national authorities that the accommodation was uninhabitable and the reason for this, and that they were unable to offer suitable alternative accommodation of a similar standard.

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d. If you need to come home early but have not already purchased a return ticket, we will deduct the cost of an economy flight from any costs we incur in bringing you home.

e. If you cannot use your return ticket and we pay additional travel costs to allow you to come home early, your unused travel ticket will then belong to us.

Excess

We will not pay the first £50 for each insured persons claim. However, if two or more insured persons claim under this section the maximum excess will be £100.

In the event of a claim for loss of deposit only, we will not pay the first £20 of each insured persons claim.

What is not covered

a. Anything mentioned in the General Exclusions and Health Exclusions in the Your Health section.

b. Any claim where you knew at the time of opening your HSBC Premier Bank Account or booking your trip (whichever is later) that you or your travelling companion may be unable to travel or may need to come home early, for example where a close relative is seriously ill or the event has already happened.

c. Any costs incurred by you which are recoverable from your credit/debit card provider or which you receive or are expected to receive compensation or reimbursement.

If you have to cancel your trip:

a. Any claim due to severe/adverse weather where you have not allowed sufficient time to reach your point of international departure taking into account the weather forecast for your journey.

b. Any claim where the carrier or handling agent has offered suitable alternative travel arrangements within 24 hours of the date and time of the scheduled departure as shown on the ticket/itinerary.

c. Any claim for dismissal, misconduct, resignation or voluntary redundancy.

d. Any claim for redundancy if you or your travelling companion knew of the redundancy at the time of opening your HSBC Premier Bank Account or booking your trip (whichever is later) or where you cannot provide written evidence that the reason you or your travelling companion left the job was due to redundancy.

If you have to come home early.

a. Any claim for coming home early which was not authorised by our Emergency Medical Assistance provider.

b. Any claim for coming home early due to Foreign and Commonwealth Office advice where this advice was already in place prior to your departure from the UK.

c. Any claim for coming home early after you have chosen to move to alternative accommodation.

d. Any claim where you knew, prior to departure, that you may need to come home early.

Travel Disruption

Travel delay after check-inIf your pre-booked transport is delayed after you have checked-in we will pay £50 for every full 12 hour period you are delayed. If your transport on your outward journey from the UK is delayed for more than 24 hours, you can cancel your trip.

For each insured person the most we will pay is £250.

Missed departures – This benefit does not apply to trips taken within the UK.

If you miss your pre-booked transport due to:

a. delay or cancellation of scheduled public transport services or a connecting flight; or

b. accidental damage to, or breakdown of the vehicle in which you are travelling; or

c. an unexpected delay caused by severe/adverse weather or a road traffic incident ahead of you

we will pay for additional travel and accommodation costs you incur to reach your destination abroad or home on your return journey.

For each insured person, the most we will pay is £1,000.

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Enforced stay abroad – This benefit does not apply to trips taken within the UK.

If you are unable to travel home on your scheduled return date due to:

a. airspace, airport or port closure; or

b. your flight being cancelled as a direct result of volcanic ash in the atmosphere

we will pay you either:

1. £100 for each full 24 hour period you are unable to travel home, or

2. up to £1,500 for travel and accommodation costs if, after 24 hours, you unavoidably have to make alternative arrangements to travel home.

If your own prescription medication has run out as a direct result of your enforced stay abroad, we will also pay for emergency medical supplies to prevent a deterioration of an existing medical condition.

For each insured person the most we will pay is £1,500.

Special conditions

a. You can only claim for one benefit per incident under this section.

b. Any costs incurred may have to be paid by you and submitted as a claim.

c. We will only pay for additional transport or accommodation costs if your carrier or their handling agents have not been able to offer you suitable alternative accommodation and/or travel arrangements. All claims must be supported by documentary evidence of the costs you have incurred.

Travel delay after check in:

a. If your pre-booked transport is delayed you must have checked in at the specified time.

Missed departures:

a. If you miss your pre-booked transport you must contact the carrier or their handling agent to see if a late arrival is possible or if alternative travel arrangements can be made.

b. You must get a report from the repairer or breakdown assistance provider if you are claiming because the vehicle you were travelling in had an accident or broke down.

c. Where you have been delayed by an accident or breakdown ahead of you, you must provide evidence of the incident, such as local police, press or traffic reports.

Enforced stay abroad:

a. If you are unable to return home we will work out the length of your delay from the time and date of your scheduled departure as shown on your ticket/itinerary.

b. You must provide written confirmation from the carrier or their handling agents of the actual date and time of your return to the UK and the reason for the delay.

c. Any claim for travel or accommodation expenses if you are travelling on an open ended ticket and have not confirmed a return date with the airline.

Excess

We will not pay the first £50 for each insured person if the trip is cancelled following a 24 hour delay.

What is not covered

a. Anything mentioned in the General Exclusions section.

b. Any claim where you have not done all you can to get to your departure point, or where you have not allowed sufficient time to make the travel connections shown on your ticket/itinerary, for example transfers between terminals, airports, ports or stations.

c. Any claim where the carrier or their handling agents have offered reasonable alternative transport.

d. Any claim for costs where you have received a refund from the carrier or handling agent.

Missed departures:

a. Any claim for a missed connection for a trip which was not pre-booked before you left the UK.

b. Any claim for trips solely within the UK.

Emergency Medical and Associated Expenses

If you are injured, fall ill, are quarantined or die during your trip, we will cover you up to the limits shown below, for:

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Emergency medical treatment

a. Emergency medical treatment outside your home territory (including rescue services to take you to hospital).

b. Emergency dental treatment required for immediate pain relief only outside of your home territory.

Associated expenses

a. extra charges for half board accommodation (of a similar standard to the accommodation you had booked for your trip) if it is medically necessary for you to stay after the date you were going to return home or travel to your next destination;

b. for the cost of burying or cremating you in the country where you die, if you die outside your home territory;

c. for the cost of returning your body or ashes to your home;

d. the cost of getting you home or to a UK hospital, if it is medically necessary because you are seriously injured or fall seriously ill during your trip and you cannot use your return ticket.

If our Medical Emergency Assistance provider and the treating doctor agree that it is necessary, we will also pay travel and accommodation costs under a and d above, for one relative or friend who has to stay with you or travel to be with you.

For each insured person we will pay up to:

• £10,000,000 Emergency treatment and associated expenses outside of your home territory.

• £350 Emergency dental treatment outside of your home territory.

• £10,000 for the cost of your burial or cremation if you die outside of your home territory, and/or returning your body or ashes to your home.

• £10,000 Associated expenses for claims in your home territory.

Medical inconvenience

If you are claiming for emergency medical expenses outside of your home territory, and these are covered under this section, we will also pay you £50 for each consecutive 24 hours your trip is disrupted if you are:

• in hospital receiving in-patient treatment; or

• confined to your accommodation on the advice of the treating doctor.

For each insured person we will pay up to £1,000 for medical inconvenience outside of your home territory.

Holiday disruption

If you are claiming for emergency medical expenses and receiving treatment as an in-patient for more than 24 hours we will pay your own non-recoverable unused personal travel and accommodation costs (including pre-paid excursions and green fees).

The most we will pay for each insured person is:

• £7,500 for personal travel and accommodation costs

• £750 for excursions

• £250 for green fees

if you are unable to recover these costs from the provider.

Special conditions

You must phone the Medical Emergency Assistance helpline before you make any arrangements if an injury or illness means that you:

a. need to seek emergency medical advice; or

b. are told by the treating doctor that you need to visit them for repeat treatments; or

c. are going to require tests or investigations as an out-patient; or

d. are told that you need to go into hospital as an in-patient.

An experienced Medical Emergency Assistance co-ordinator will deal with your enquiry and make sure that where necessary:

a. hospitals are contacted; and/or

b. medical fees are guaranteed; and/or

c. medical advisors are consulted.

If you cannot call before you are admitted as an in-patient because the condition is serious, you must contact the Medical Emergency Assistance Helpline as soon as possible after you go into hospital.

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If you are injured or fall ill during your trip, our Medical Emergency Assistance provider may move you from one hospital to another and/or arrange for you to return home at any time. They will only do this if they and the treating doctor think that it is safe for you to be moved or returned home.

Excess

We will not pay the first £50 for each insured persons claim for Emergency Treatment and Associated Expenses. There is no excess for the Medical Inconvenience or Holiday Disruption benefits.

What is not covered

a. Anything mentioned in the General Exclusions and Health Exclusions in the Your Health section.

b. Any claim for:

• treatment received in your home territory;

• the cost of in-patient hospital treatment, out-patient treatment or going home early that our Medical Emergency Assistance provider has not agreed beforehand;

• the cost of any non-emergency treatment or surgery including exploratory tests which are not directly related to the illness or injury you originally went to hospital for;

• any form of treatment that your treating doctor and our Medical Emergency Assistance provider think can reasonably wait until you return home;

• cosmetic surgery, unless considered necessary as a medical emergency and agreed with our Medical Emergency Assistance provider;

• medication which, at the time your trip started, you knew that you would need while you were away;

• any extra costs because you have requested a single or private room;

• treatment or services provided by a health spa, convalescent or nursing home or any rehabilitation centre;

• any treatment after you have returned home, or are repatriated to a UK hospital.

c. Costs incurred following your decision not to move hospital or return to your home territory after the date when it was deemed safe for you to do so by our Medical Emergency Assistance provider and your treating doctor.

d. Any claim for medical inconvenience benefit:

• where the period in hospital or confinement to your accommodation is less than 24 consecutive hours;

• for any insured person not being treated as an in-patient or confined to accommodation on medical advice;

• where there is no valid claim for emergency medical treatment;

• where the purpose of the trip was office-based business travel.

e. Any claim for medical inconvenience or holiday disruption where there is no valid claim for emergency medical treatment.

f. Any claim for holiday disruption benefit where you are confined to accommodation or unable to undertake any planned activities.

Accidental death or permanent disability

We will cover you if you suffer a serious accidental bodily injury during your trip which requires immediate and urgent medical attention and leads solely, directly and independently of any other cause to:

a. your death; or

b. loss of your hand or foot at or above the wrist or ankle; or

c. total and permanent loss of use of an entire arm, hand, leg or foot; or

d. loss of sight to the extent where you are eligible to be registered as severely sight impaired (blind); or

e. your disablement for two years from the date you sustained the injury, which means that you are entirely prevented from following any occupation suited to your education, experience and capability.

For each insured person we will pay up to £50,000 other than the death benefit for insured persons under 16 years of age where the maximum we will pay is £1,000.

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Special conditions

a. the death or disability must happen within one year of the accident.

b. only one benefit will be paid under this section, regardless of the number of injuries sustained.

c. any benefit will be paid to you or your legal representative. If you die, the benefit will be paid into your estate.

What is not covered

a. Anything mentioned in the General Exclusions section.

b. Any claim resulting from:

• sickness, disease, nervous shock or naturally occurring condition or degenerative process;

• you taking part in an activity which is shown as excluded in the Your Activities section.

Legal expenses and advice

Legal expenses is underwritten by Aviva Insurance Limited. Claims handling is undertaken by Arc Legal Assistance Limited or such other company as we notify you of from time to time.

Legal Expenses cover

If, during the trip, an incident causes the death or injury of an insured person which was not the insured person’s fault we will provide a lawyer and up to £50,000 for legal costs to pursue a claim.

Our lawyer will assess the evidence and proceed on your behalf if it is more likely than not that you will recover damages.

If, in the lawyer’s opinion:

a. the prospects of success are no longer in your favour; or

b. the non-recoverable costs are likely to exceed the potential compensation

we will not pay further costs toward your legal claim.

Personal Legal Advice

We will give you confidential advice over the phone on any personal legal problem that may lead to a claim under this section.

We will tell you what your legal rights are, what course of action is available to you and whether these can be best implemented by you or whether you need to consult with a lawyer.

Special conditions

Contingency fees:

For claims made in some countries you may have to enter into a contingency fee arrangement with the lawyer representing you. This means that the lawyer will receive an agreed percentage of any compensation which they receive for you.

We will not pay any costs incurred by the lawyer relating to such an arrangement.

Choice of lawyer:

a. if court proceedings are issued within the UK or there is a conflict of interest, you can choose your own lawyer;

b. for proceedings outside the UK we will choose the lawyer;

c. we will appoint that lawyer subject to acceptance of our standard terms of appointment which are available upon request;

d. subject to the other terms and conditions of this policy we will pay legal costs up to £50,000.

Our rights and your obligations:

a. on request, your lawyer must provide us with information or opinion about your claim;

b. you must co-operate fully with us and the lawyer;

c. you must notify us immediately if anyone offers to settle a claim. If you don’t accept an offer which the lawyer advises is reasonable we may refuse to pay any further costs;

d. if successful, you must instruct your lawyer to attempt recovery of all costs relating to your case.

This cover will end if you:

a. settle or withdraw your claim without our agreement;

b. do not give instructions when requested by the lawyer;

c. dismiss a lawyer without our consent. We will not withhold consent without good reason.

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If, due to the above, we incur costs that wouldn’t otherwise have been incurred, we reserve the right to recover these from you.

You cannot transfer your rights under this policy.

A person, partnership (whether limited or not) or company who is not insured under this policy has no rights to enforce any of its terms.

What is not covered

a. Anything mentioned in the General Exclusions section.

b. Any claim which does not result from a specific incident.

c. An application for judicial review.

d. Claims made by anyone other than you enforcing their rights under this cover.

Personal Liability

We will cover:

Any money that you legally have to pay that relates to an accident during your trip which causes:

a. death or physical injury to any person;

b. loss or damage to property;

c. loss or damage to temporary holiday accommodation which is not owned by you.

We will also pay legal costs and expenses incurred by you in relation to the accident. You must obtain our consent in writing before incurring any cost or expense.

For each insured person we will pay up to £2,000,000.

Excess

A £50 excess applies to all claims arising from damage caused by you to your temporary holiday accommodation.

What is not covered

1. Anything mentioned in the General Exclusions section.

2. Any fines or exemplary damages (punishing, or aimed at punishing, the person responsible rather than awarding compensation) you have to pay.

3. Liability arising from:

a. death or injury of members of your household or people who work for you;

b. loss or damage to property which belongs to you or is under:

i. your control;

ii. the control of a member of your household;

iii. the control of people who work for you;

c. your job;

d. you owning or occupying any land or building, unless you are occupying any temporary holiday accommodation;

e. you owning or using:

i. animals (except domestic animals);

ii. firearms (except sporting guns used for clay-pigeon or small-bore shooting);

iii. motorised vehicles;

iv. vessels (other than manually propelled watercraft);

v. aircraft of any description, including unpowered flight.

Your Possessions

Delayed baggage

If your baggage is temporarily lost on the outward journey and you are without it for more than 12 hours we will pay for the replacement of essential items.

For each insured person, we will pay up to £250.

Baggage and personal money

We will cover you for loss, theft or accidental damage to your:

a. Baggage, including valuables; and/or

b. Personal money; and/or

c. Golf equipment.

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For each insured person, we will pay up to:

• £2,500 in total for baggage (less any amount already claimed under the Delayed baggage section)

• £650 for any individual item

• £750 for personal money (a maximum limit of £100 for cash applies to insured persons under the age of 16)

• £1,500 for golf equipment.

At our option, we will settle any claim by payment or replacement. We will pay claims for baggage, valuables and golf equipment based on their value at the time of loss. We will not pay the cost of replacing them with new items, and we will not pay more than the original purchase price of any lost or damaged items.

Golf equipment hire

If your golf equipment is damaged, lost or stolen and you are unable to use it we will pay up to £300 to hire replacement golf equipment.

For each insured person, we will pay £50 per day, up to a maximum benefit of £300.

Emergency travel documents

If your passport or visa is lost, stolen or accidentally damaged whilst you are outside the UK, we will pay for:

a. The cost of an emergency travel document; and/or

b. Travel, accommodation and communication expenses

if the loss prevents you from leaving the country you are in or continuing the trip.

If you are unable to use your return ticket to the UK we will also pay towards the cost of additional travel expenses (of a similar standard you had booked for your trip) to allow you to return home.

For each insured person, the most we will pay is £750.

Contact the Travel Assistant Helpline for advice on how to replace lost or stolen personal money, or how to obtain an Emergency Travel Document.

Special conditions

a. If your baggage is lost or damaged by an authority, a transport company or hotel, you must report the details of the loss or damage to them in writing and request written confirmation.

b. If your baggage is lost or damaged by an airline, you must:

• get a ‘Property Irregularity Report’;

• give written notice of the claim to the airline within the time limit in their conditions of carriage (you should keep a copy);

• keep all travel tickets and tags if you claim under this policy.

c. You must report any loss or theft to the police as soon as reasonably possible following discovery, and get a written report (where it is not possible to obtain a police report you must provide other independent proof of the loss or theft, such as a letter from your transport company, hotel, or resort management).

d. It may affect your claim if you cannot prove the value of, and that you were responsible for the lost, stolen or damaged items, for example a receipt or credit card/bank statement showing evidence of the purchase, proof of withdrawal or a currency exchange receipt. If you are claiming for damage we may ask you to send us the broken item.

Delayed baggage:

a. If your baggage is temporarily lost in transit you must get written confirmation from the carrier of the number of hours you were without your baggage.

Excess

We will not pay the first £50 for each insured persons claim for baggage or personal money. There is no excess for the Emergency Travel Document benefit.

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What is not covered

a. Anything mentioned in the General Exclusions section.

b. Loss, accidental damage or theft of personal money or valuables not carried in your hand baggage and fully accessible to you while you are travelling.

c. Loss or theft of personal money, baggage, valuables or golf equipment which you have deliberately left somewhere that is not in your full view and with no one known to you looking after them.

d. Theft of personal money, baggage, valuables or golf equipment from a locked room, safe, motor vehicle or caravan unless there is visible evidence of forcible and violent entry.

e. Theft of personal money, baggage, valuables or golf equipment from an unattended motor vehicle unless they have been placed out of view.

f. Any personal money, baggage, valuables or golf equipment delayed, detained or confiscated by customs or other officials.

g. Wear and tear, loss of value or damage caused by moths and/or vermin, or any process of cleaning, repairing or restoring.

h. Loss, accidental damage or theft of bonds, securities or documents of any kind (other than those listed under personal money).

Baggage and personal money:

a. Pedal cycles, contact lenses, and hearing aids, medical and dental fittings or antiques, furs or telescopes.

b. Scuba diving, fishing or winter sports equipment.

c. Cracking, scratching or breaking of glass (except lenses in camera, binoculars or spectacles), china, porcelain, ceramics, pottery, ornaments or similar fragile articles.

d. Loss, accidental damage or theft of items used in connection with your job, which are not owned by you.

e. Shortages due to a mistake or loss due to a change in exchange rates.

f. Loss or theft of travellers’ cheques where the issuer provides replacements or where you have not complied with the issuer’s instructions.

Golf Equipment:

a. Deliberate or malicious damage caused by the insured person.

b. Loss or damage to golf equipment caused by the insured person’s neglect.

c. Damaged to hired golf equipment while it is being used.

d. Wear and tear, loss of value or damage caused by moths and/or vermin, or any process of cleaning, repairing or restoring.

Emergency travel documents:

a. Any claim for travel and accommodation expenses of any other insured person who could travel without you but decides to stay with you.

Catastrophe cover

This section only operates if you have booked your accommodation independently and directly with the accommodation provider.

We will pay for additional accommodation and transport costs to allow you to continue your trip if you are forced to move from your independently booked and prepaid accommodation due to one of the following events occurring during your trip:

a. avalanche;

b. earthquake;

c. explosion;

d. fire;

e. flood;

f. landslide;

g. severe/adverse weather.

For each insured person, we will pay up to £750.

Special conditions

a. Extra accommodation costs must be for a similar standard of accommodation to that which you were originally staying. If the new accommodation is of a higher standard then we will pay up to the cost of the original accommodation, less any refunds that you obtain.

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b. We will only pay your accommodation costs if you provide written confirmation from the provider of the accommodation and/or the local or national authorities that you were forced to leave your independently booked and prepaid accommodation and the reason for this.

c. You must be able to provide receipts for any extra accommodation or travel costs incurred if you are forced to move from your independently booked and prepaid accommodation.

d. If you decide to return home early, please see the special conditions.

What is not covered

a. Anything mentioned in the General Exclusions section.

b. Any prepaid accommodation costs that can be claimed back from a hotel or any other service provider.

c. Any claim where the catastrophe, as described above, had already occurred when you opened your HSBC Premier Bank Account or the trip was booked (whichever is later).

d. Any claim where the provider of the accommodation and/or the local or national authorities did not deem it necessary for you to leave your prepaid accommodation.

Winter Sports

Cover under this section only applies for a total of 31 days in any calendar year.

Winter sports equipment

We will cover you for loss, theft or accidental damage to winter sports equipment which is owned or hired by you.

If you have a valid claim under this section we will also pay for you to hire replacement equipment for the duration of your trip.

We will also cover the cost of a replacement lift pass if it is lost or stolen.

For each insured person, we will pay up to:

• £500 for winter sports equipment

• £250 for replacement equipment hire

• £250 for a replacement lift pass

At our option, we will settle any claim by payment or replacement. We will pay claims for winter sports equipment based on their value at the time of loss. We will not pay the cost of replacing them with new items, and we will not pay more than the original purchase price of any lost or damaged items.

Delay due to Avalanche

We will pay for the cost of extra travel and accommodation if an avalanche delays your arrival at, or departure from the booked resort.

For each insured person, we will pay up to £200.

Piste closure

This cover does not apply to cross-country skiing.

We will pay you a daily benefit if all pistes at your booked resort are closed due to lack of snow, excessive snow or high winds.

For each insured person we will pay a daily benefit of £30 up to a maximum of £300.

Medical inconvenience

If, due to illness or injury, you are medically certified as being unable to ski or board we will pay a daily benefit for each day you are prevented from doing so.

We will also pay a benefit for the proportionate cost of your non-refundable ski pack (ski lessons from a ski school, ski hire and lift pass).

For each insured person, the most we will pay is:

• £50 for each day you are unable to ski or board, up to a maximum of £200

• £500 for your ski pack.

Excess

We will not pay the first £50 for any claim for winter sports equipment.

Special conditions

Winter sports equipment:

a. If your winter sports equipment is lost or damaged by an authority, a transport company or hotel, you must report the details of the loss or damage to them in writing and request written confirmation.

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b. If your winter sports equipment is lost or damaged by an airline, you must:

• get a ‘Property Irregularity Report’;

• give written notice of the claim to the airline within the time limit in their conditions of carriage (you should keep a copy);

• keep all travel tickets and tags if you claim under this policy.

c. You must report any loss or theft to the police as soon as reasonably possible following discovery, and get a written report (where it is not possible to obtain a police report you must provide other independent proof of the loss or theft, such as a letter from your transport company, hotel, or resort management).

Piste closure:

You must provide evidence from your tour operator or resort management that all pistes were closed, and how long they were closed for.

What is not covered

a. Anything mentioned in the General Exclusions and Health Exclusions in the Your Health section.

b. Any claim where the maximum limit of 31 days for winter sports has been exceeded.

Winter sports equipment:

a. Deliberate or malicious damage caused by the insured person.

b. Loss or damage to winter sports equipment caused by the insured person’s neglect.

c. Theft from motor vehicles.

d. Damage to hired winter sports equipment while being used.

e. Wear and tear, loss of value and damaged caused by moths or vermin, or any process of cleaning, repairing or restoring.

Medical inconvenience:

a. Any claim for medical inconvenience:

• if the insured person has travelled against the advice of their doctor, or purposely travels without medical advice when it was reasonable for them to have done so.

• caused by a medical condition or undiagnosed symptom which has not been disclosed to and accepted by us. Please refer to the Your Health section for details of when you need to tell us about medical conditions.

Your Activities

We’ll cover you whilst you take part in most sports and leisure activities. It is a general condition of this policy that you take all reasonable precautions to protect yourself against accidents and injury. This includes when you take part in sports and leisure activities where you must make use of any appropriate safety equipment and follow any instructions provided (if taking part in an organised activity).

Please refer to the Personal Liability section for further exclusions.

There is no cover for:

1. You training for, or taking part in any race, time trial or organised sporting competition, performance or tournament.

2. You are participating in an activity as a professional or where you are paid or receive benefits in kind, such as travel and/or accommodation or expenses.

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Excluded activities

You will not be covered whilst participating in any of these activitiesThere is no cover for any claim for injury, illness or death that happens while you are taking part in these activities or any financial loss as a result of you being unable to take part in these activities.

Land

Adventure racing/endurance events/marathon/ultramarathon/multi-discipline events

Big game hunting/hunting

Boxing/martial arts

Caving/potholing

Charity and conservation work that is not organised through a registered organisation, is not voluntary or involves work at heights over 3 metres

Cycle racing

Expeditions

Free running/Parkour

Mountain biking – other than trails graded as easy or moderate

Mountaineering, rock climbing, bouldering (outdoors) or via ferrata

Track events involving the use of motor vehicles

Trekking that involves an ascent to more than 5,000 metres altitude

Water

Canyoning/Coasteering

Cliff diving

Free diving

High diving

Ice diving

Kite surfing

River sports involving rivers over grade 3

Sailing/Yachting more than 12 miles from shore

Scuba diving

• where this is the main reason you booked the trip

• where you are not accompanied by a qualified instructor or dive master;

• beyond the depth to which you are qualified to a maximum of 40m

• that is professional, commercial or technical diving in nature, including but not limited to enriched air, tutor, solo, wreck, cave or cavern diving.

Water ski jumping

Aerial

Base jumping

Flying (other than as a fare paying passenger in a fully licensed passenger carrying aircraft)

Gliding

Hang gliding

Parachuting

Paragliding

Sky diving/parachuting (other than tandem skydiving through licensed operator)

Winter sports activities

Bobsleigh/cresta/luge/skeleton

Freestyle skiing/snowboarding

Off-piste skiing (unless accompanied by a qualified guide at all times in areas the resort management consider to be safe)

Heli-skiing

Glacier skiing

Ski flying/jumping/stunting/surfing

Ski racing/training

Ski mountaineering

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Complaints Procedure

Our promise of service

Our goal is to give excellent service to all our customers but we recognise that things go wrong occasionally. We take all complaints we receive seriously and aim to resolve all our customers’ problems promptly. To ensure that we provide the kind of service you expect we welcome your feedback. We will record and analyse your comments to make sure we continually improve the service we offer.

What will happen if you complain?

• We will acknowledge your complaint promptly

• We aim to resolve all complaints as quickly as possible

Most of our customers’ concerns can be resolved quickly, but occasionally more detailed enquiries are needed. If this is likely, we will contact you with an update within 10 working days of receipt and give you an expected date of response.

What to do if you are unhappy

If you are unhappy with any aspect of the handling of your claim we would encourage you, in the first instance, to seek resolution by contacting:

• The Travel Claims Helpline number shown at the front of this booklet; or

• The HSBC Claims Department, Aviva Insurance Limited, PO Box 432, Chichester PO19 1QA.

If your complaint is regarding anything else please contact:

• The HSBC Customer Services Helpline number shown at the front of this booklet.

If you are unhappy with the outcome of your complaint you may refer the matter to:

• The Financial Ombudsman Service at The Financial Ombudsman Service, Exchange Tower, London E14 9SR.

• Telephone: 0800 023 4567 (free from landlines and mobiles)

• Simply log into their website at www.financial-ombudsman.org.uk

Whilst we are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure does not affect your right to take legal action.

Residents of the Channel Islands and the Isle of Man – For details of the regulator and ombudsman for qualifying accounts opened in the Channel Islands or the Isle of Man please refer to “Personal Banking Terms and Conditions and Charges” or contact the local branch.

Compensation

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from this scheme if we cannot meet our obligations, depending on the type of insurance and the circumstances of your claim. Further information about the scheme is available from the FSCS website www.fscs.org.uk or write to:

Financial Services Compensation Scheme 10th Floor Beaufort House 15 St. Botolph Street London EC3A 7QU.

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Further information about your policy

HSBC Bank plc may from time to time use a different insurer(s) to provide you with this product. A change of insurer(s) may take place at any time.

HSBC Bank plc will notify you prior to any change of insurer(s) and advise you of any change in the policy terms. You will have the opportunity to terminate your HSBC Premier account both before and after such a change becomes effective.

Privacy Overview

Your privacy is important to us.

• You explicitly consent to HSBC Bank plc accessing, processing and retaining any information you provide to HSBC, for the purposes of providing payment services to you. This does not affect any rights and obligations you or we have under data protection legislation. You may withdraw this consent by closing your account. If you do this, we’ll stop using your data for this purpose, but may continue to process your data for other purposes.

• Our Privacy Notice explains how we collect, use, disclose, transfer and store your information and sets out your rights to your information. We have provided our Privacy Notice to you separately and will inform you when we make any changes to it. You can also find this at www.ciiom.hsbc.com/privacy or you can ask for a copy in branch.

• Aviva Insurance Limited (Aviva), as the insurer of the Travel Insurance product, collects and uses personal information about you so that they can provide you with a policy that suits your insurance needs. Some of this information may be collected directly from you and some may be collected from other sources including HSBC Bank plc, for, example, during the sale of the policy. Aviva, Pitheavlis, Perth, PH2 0NH, is the data controller in respect of your personal information that it has received from HSBC Bank plc as distributor and also in respect of any information that it has collected directly from you or from other sources as set out in its Privacy Notice.

Aviva Privacy Overview

In this section “we”, “us” or “our” means Aviva Insurance Limited.

This notice explains the most important aspects of how Aviva use your information but you can get more information about the terms used and view the full privacy policy at: www.aviva.co.uk/privacypolicy or request a copy by writing to: Aviva, Freepost, Mailing Exclusion Team, Unit 5, Wanlip Road Ind Est, Syston, Leicester, LE7 1PD.

Personal information Aviva collects and how we will use it

Aviva will use your personal information:

• to provide you with insurance: we need this to decide if we can offer insurance to you and if so on what terms and also to administer your policy, handle any claims and process renewals,

• to support legitimate interests that we have as a business: we need this to manage arrangements we have with reinsurers, for the detection and prevention of fraud and to help them better understand their customers and improve their customer engagement (this includes, customer analytics and profiling),

• to meet any applicable legal or regulatory obligations: we need this to meet compliance requirements with their regulators (e.g. Financial Conduct Authority), to comply with law enforcement and to manage legal claims; and

• to carry out other activities that are in the public interest: for example we may need to use personal information to carry out anti-money laundering checks.

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As well as collecting personal information about you, Aviva may also use personal information about other people, for example family members you wish to insure on a policy. If you are providing information about another person Aviva expect you to ensure that we know you are doing so and are content with their information being provided to them. You might find it helpful to show them this privacy notice and if we have any concerns please contact Aviva in one of the ways described below.

The personal information we collect and use will include name, address, date of birth, and financial information. If a claim is made Aviva will also collect personal information about the claim from you and any relevant third parties. We may also need to ask for details relating to the health or any unspent offences or criminal convictions of you or somebody else covered under your policy. We recognise that information about health and offences or criminal convictions is particularly sensitive information. Where appropriate, we will ask for consent to collect and use this information.

If Aviva need your consent to use personal information, we will make this clear to you when you complete an application or submit a claim. If you give Aviva consent to using personal information, you are free to withdraw this at any time by contacting them in one of the ways described below. Please note that if consent to use information is withdrawn we may not be able to continue to provide the policy or process claims and we may need to cancel the policy.

Of course, you don’t have to provide us with any personal information, but if you don’t provide the information we need we may not be able to proceed with your application or any claim you make.

Some of the information we collect as part of this application may be provided to us by a third party including HSBC Bank plc. This may include information already held about you within the Aviva group, including details from previous quotes and claims, information obtained from publicly available records, Aviva’s trusted third parties and from industry databases, including fraud prevention agencies and databases.

Automated decision making

We carry out automated decision making to decide whether we can provide insurance to you and on what terms, deal with claims or carry out fraud checks. In particular we use an automated underwriting engine to provide a quote for this product, using the information we have collected.

How we share your personal information with others

Aviva may share your personal information:-

• With the Aviva group, their agents and third parties who provide services to them, HSBC Bank plc and other insurers (either directly or via those acting for the Aviva such as travel administration companies, loss adjusters or investigators) to help Aviva administer their products and services;

• With regulatory bodies and law enforcement bodies, including the police, e.g. if we are required to do so to comply with a relevant legal or regulatory obligation;

• With other organisations including insurers, public bodies and the police (either directly or using shared databases) for fraud prevention and detection purposes;

• With reinsurers who provide reinsurance services to Aviva and for each other. Reinsurers will use your data to decide whether to provide reinsurance cover, assess and deal with reinsurance claims and to meet legal obligations. We will keep your data for the period necessary for these purposes and may need to disclose it to other companies within their group, their agents and third party service providers, law enforcement and regulatory bodies.

Some of the organisations Aviva share information with may be located outside of the European Economic Area (“EEA”). We will always take steps to ensure that any transfer of information outside of Europe is carefully managed to protect your privacy rights. For more information on this please see Aviva’s Privacy Policy or contact us in one of the ways described below.

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How long we keep your personal information for

Aviva maintain a retention policy to ensure we only keep personal information for as long as we reasonably need it for the purposes explained in this notice. Aviva need to keep information for the period necessary to administer your insurance and deal with claims and queries on your policy. Aviva may also need to keep information after our relationship with you has ended, for example to ensure we have an accurate record in the event of any complaints or challenges, carry out relevant fraud checks, or where we are required to do so for legal, regulatory or tax purposes.

Your rights

You have various rights in relation to your personal information, including the right to request access to your personal information, correct any mistakes on our records, erase or restrict records where we are no longer required, object to use of personal information based on legitimate business interests, ask not to be subject to automated decision making if the decision produces legal or other significant effects on you, and data portability. For more details in relation to your rights, including how to exercise them, please see the full privacy policy for Aviva Insurance Limited, which can be obtained in the way described above.

Contacting us

If you have any questions about how Aviva use personal information, or if you want to exercise your rights stated above, please contact our Data Protection Officer by either emailing them at: DATAPRT@aviva.com or writing to them at Aviva, Level 5 Pitheavlis, Perth, PH2 0NH.

If you have a complaint or concern about how Aviva use your personal information, please contact us in the ways described above in the first instance and we will attempt to resolve the issue as soon as possible. You also have the right to lodge a complaint with the Information Commissioners Office at any time.

Accessibility

To find out more about our accessible services please visit https://ciiom.hsbc.com/accessibility or ask at any of our branches.

If you’d like this in another format such as large print, Braille or audio, please contact us by calling 03456 00 61 61 or you can tell us at any of our branches.

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ciiom.hsbc.com

Issued by HSBC Bank plc

Registered Office: 8 Canada Square, London E14 5HQ

Customer Information: PO Box 6201, Coventry CV3 9HW PO Box 14, St Helier, Jersey JE4 8NJ PO Box 31, St Peter Port, Guernsey GY1 3AT PO Box 20, Douglas, Isle of Man IM99 1AU

Aviva Insurance Limited. Registered in Scotland 2116. Registered Office: Pitheavlis, Perth PH2 0NH. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

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Privacy Notice

Before we begin

This notice (Privacy Notice) applies to personal information held by members of the HSBC Group as data controllers, as described below. It explains what information we collect about you, how we’ll use that information, who we’ll share it with and in what circumstances. It also explains what steps we’ll take to make sure the information stays private and secure. We may need to retain your information even after we cease providing relevant banking, insurance or other products to you either to provide other products and services you continue to use or because we will retain your information in accordance with our retention policy. In those circumstances this Privacy Notice will continue to apply. It should also be read alongside the banking or insurance terms and conditions which apply to your products and services, as these include sections relating to the use and disclosure of information.

When does this Privacy Notice apply?

This Privacy Notice applies to you if you are a ‘Customer’, that is, you apply for, are now, or have in the past applied for or been our customer in relation to any of our personal products or services including savings, loans, credit cards, mortgages, investments or insurance. It will also apply to you if your personal data is or has been provided to us in relation to a Customer. This may be the case if you are or were an authorised signatory on a Customer account, you undertake banking or deals on behalf of a Customer (for example you are a trustee, executor or are an attorney under a Power of Attorney) or are an authorised signatory of those parties (Related Parties). In this Privacy Notice we have referred to both Customers and Related Parties as ‘You’ or ‘Your’. If there is a difference between how we treat Customers and Related Parties we have made this clear.

If you are an insurance customer, it also means you, named insurers or beneficiaries under your policy, dependants, claimants and other third parties involved in an insurance policy or claim (such as witnesses).

As well as this Privacy Notice, where you are a Customer, there is certain information about how we use information provided to us in your terms and conditions. Please note that the type of information we collect and the purposes for which we process it will differ depending on whether you are a Customer or Related Party.

If you apply for certain other products and services, you may be provided with a separate or supplemental privacy notice. If you also have a relationship with other parts of the HSBC Group (e.g. HSBC business banking, first direct, M&S Bank or HSBC in any other countries), they’ll provide you with information separately where required. Some of the links on our websites lead to other HSBC or non-HSBC websites with their own privacy notices, which may be different from this notice. You’ll need to make sure you’re happy with their privacy notices when using those other sites.

When we say ‘we’, we mean HSBC Group companies which act as a data controller in respect of your personal data. Unless otherwise stated below, the data controller for the purposes of this notice will be HSBC Bank plc, a company incorporated in England and Wales, and operating in the Channel Islands and Isle of Man through locally regulated branches. HSBC Bank plc’s registered office is at 8 Canada Square, London E14 5HQ, United Kingdom.

The address for HSBC Bank plc (Jersey Branch) set out in this notice is HSBC House, Esplanade, St Helier, Jersey JE1 1HS, Channel Islands; for HSBC Bank plc (Guernsey Branch) it is Arnold House, St Julian’s Avenue, St Peter Port, Guernsey GY1 3NF, Channel Islands; and for HSBC Bank plc (Isle of Man Branch) it is HSBC House, Ridgeway St, Douglas IM1 2SG, Isle of Man. If you’d like to get in touch with us, you can also find contact details in the ‘More details about your information’ section below.

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Your rights

You have a number of rights in relation to the information that we hold about you. These rights include:

• the right to access information we hold about you and to obtain information about how we process it;

• where processing is based on your consent, the right to withdraw your consent to our processing of your information, which you can do at any time. We may continue to process your information if we have another lawful reason for doing so. If we do not and we have to stop processing certain of your information this may mean that we can no longer provide some services to you. We will explain this to you at the time of receiving any such request;

• in some circumstances, the right to receive certain information you have provided to us in an electronic format and/or request that we transmit it to a third party;

• the right to request that we rectify your information if it’s inaccurate or incomplete;

• in some circumstances, the right to request that we erase your information. We may continue to retain your information if we’re entitled or required to retain it;

• the right to object to, and to request that we restrict, our processing of your information in some circumstances. Again, there may be situations where you object to, or ask us to restrict, our processing of your information, but we’re entitled to continue processing your information and/or to refuse that request.

You can exercise your rights by contacting us using the details set out in the ‘More details about your information’ section below. You also have a right to complain to the data protection regulator in the country where you live or work. For the Channel Islands and Isle of Man, these are:

• the Office of the Information Commissioner in Jersey by visiting https://oicjersey.org/

• the Office of the Data Protection Commissioner in Guernsey, by visiting https://odpa.gg/

• the Information Commissioner in the Isle of Man by visiting https://www.inforights.im/

How do we collect your personal information?

We collect information from various sources. In particular we:

• collect information from you through your dealings with us (for example when you visit our websites or mobile channels, complete application forms or answer questions online or in branch, speak with us in person or on the phone about any of our products or services);

• collect or generate information about you (for example when we meet or speak with you or, in certain circumstances, with the use of technology, for example through the use of cookies on our websites, when mobile services or ATMs identify your location or by applying technology to assist us in identifying transactions that are usual or unusual for your accounts);

• collect information from other sources (parties you have asked us to contact e.g. your financial advisor, broker or mortgage intermediary, other HSBC companies, for insurance customers, the insurance company which provides the insurance policies, checks or searches of publicly available information, and information services which allows us to undertake checks to help combat fraud, money laundering and other criminal offences);

• if you are a Related Party we will also collect information about you from the Customer you are related to.

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What information we collect

We will collect, store or use personal information of the following types from you:

• personal details such as name, previous names, title, details of your gender, date and place of birth and your marital status and dependents;

• contact details, e.g. address, email address, landline and mobile numbers;

• information concerning your identity (such as passports or other photo identification documents), nationality, tax status information and relevant tax identification numbers;

• information about you that you give us by filling in forms or by communicating with us, whether face-to-face, by phone, email, online or otherwise;

• our records of interactions with you, such as your responses to questions we ask you face-to-face or on the phone, records of the advice we have given you and correspondence with you or that concerns you including email, live chat, instant messages and social media communications;

• user login and subscription data, e.g. login credentials for phone and online banking and mobile banking apps and information we use to identify and authenticate you, e.g. your signature and your biometric information, such as your voice for voice ID purposes;

• your financial information and information about your relationship with us, the products and services you hold with us, the channels you use and your ways of interacting with us, your ability to get and manage your credit, your payment history, transactions records, market trades, payments into your account, including salary details, and information concerning complaints and disputes;

• information in cookies and similar technologies which we use to recognise you, remember your preferences and tailor the content we provide to you. (Our cookie policy contains more details about how we use cookies and can be found at www.ciiom.hsbc.com/cookie-policy);

• details of the services you receive and your preferences and information and opinions expressed when participating in market research;

• geographic information, e.g. about which branches or ATMs you use;

• risk rating information, e.g. credit risk rating, transactional behaviour and underwriting information;

• investigations data, e.g. due diligence checks, sanctions and anti-money laundering checks, external intelligence reports, content and metadata related to relevant exchanges of information between and among individuals, organisations, including emails, voicemail, live chat;

• information that we need to support our regulatory obligations, e.g. information about transaction details, detection of any suspicious and unusual activity and information about parties connected to you or these activities and relevant due diligence checks, sanctions and anti-money laundering checks;

• information from third party providers, e.g. information that helps us to combat fraud or that relates to your social interactions (including your communications via social media, between individuals, organisations, prospects and other stakeholders acquired from companies that collect combined information);

• information you’ve asked us to collect for you, e.g. information about your accounts or holdings with other companies, including transaction information;

• in relation to Related Parties, details of when you become authorised or cease to be authorised in respect of the Customer's account and details of your relationship to the Customer.

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If you are an insurance customer will we also collect the following data:

• information regarding your family members or other third parties who might be covered by or benefit from your insurance policy or be financially dependent on you;

• information which is relevant to your insurance policy, including details of previous policies and claims history. This will depend on the type of policy that you have with us;

• lifestyle information. For example, if you apply for a life insurance policy, we may ask for details such as your status as a smoker and alcohol consumption

• details about your physical or mental health which are relevant to your insurance policy or claim. For example, if you make a claim, we may ask for medical information which relates to your claim

• details about your criminal convictions or related information. This will include information relating to alleged offences; and

• any other information which is relevant to a claim that you make.

• Information relating to your insurance application where you apply for a policy via a comparison website or aggregator;

• Information from other parties involved in your insurance policy or claim.

How we’ll use your information

You are entitled to know the grounds on which we are processing your personal information. We have set out in the appendix a detailed list of how we use your personal information and our basis for doing so. This also explains when we rely on legitimate interests for using your personal information and what those legitimate interests are. We will only use your personal information where we have your consent or where we need:

• to use your information for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests;

• to decide whether offer to you a product or service you have asked us to provide or to carry out an agreement we have with you;

• to comply with a legal obligation;

• your information in the public interest, e.g. for the purpose of preventing or detecting crime;

• to establish, exercise or defend our legal rights; or

• if you are an insurance customer or a Related Person to an insurance customers, for insurance purposes or occasionally, we may need to use it where we need to protect your vital interests (or another person's vital interests).

In limited circumstances, we may ask you for your written consent to allow us to process certain information. If we do, we will provide you with full details of the information that we would like and the reason we need it, so that you can choose whether you wish to consent. You do not have to consent. It is not a condition of any contract with us that you agree to any request for consent from us.

How we make decisions about you

We may use automated systems to help us make decisions, e.g. when you apply for products and services, to make credit decisions and to carry out fraud and money laundering checks. We may use technology that helps us identify the level of risk involved in customer or account activity, e.g. for credit, fraud or financial crime reasons, or to identify if someone else is using your card without your permission.

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If you are an insurance customer, we may use automated decisions to determine whether or not we can offer you insurance and at what price. We may base our decision on factors such as health, lifestyle and occupational information, as well as the level of cover being requested.

You may have a right to certain information about how we make these decisions. You may also have a right to request human intervention and to challenge the decision. More details can be found in the ‘Your rights’ section.

Tracking or recording what you say or do

To help keep you and your money safe, we will generally record details of your interactions with us. We generally record and keep track of conversations you have with us, including phone calls, face-to-face meetings, letters, emails, live chats, video chats and any other kinds of communication. We may use these recordings to check your instructions to us, assess, analyse and improve our service, train our people, manage risk or to prevent and detect fraud and other crimes. We may also capture additional information about these interactions, e.g. telephone numbers that you call us from and information about the devices or software that you use. We use closed circuit television (CCTV) in and around our sites and these may collect photos or videos of you, or record your voice.

Compliance with laws and regulatory compliance obligations

We’ll use your information to meet our compliance obligations, to comply with other laws and regulations, and to share with regulators and other authorities that HSBC Group companies are subject to. This may include using it to help detect or prevent crime (including terrorism financing, money laundering and other financial crimes). We’ll only do this on the basis that it’s needed to comply with a legal obligation, it’s in our legitimate interests and that of others, or to prevent or detect unlawful acts.

Marketing and market research

We may use your information to provide you with details about HSBC products and services, and also products and services from our partners and other relevant third parties. We may send you marketing messages by post, email, telephone, text or secure messages. You can change your mind on how you receive marketing messages or choose to stop receiving them at any time. To make that change, please contact us in the usual way.

If you ask us not to send you marketing, it may take us a short period of time to update our systems and records to reflect your request, during which time you may continue to receive marketing messages. Even if you tell us not to send you marketing messages, we’ll continue to use your contact details to provide you with important information, such as changes to your terms and conditions or if we need to tell you something to comply with our regulatory obligations.

We may use your information for market research and to identify trends. Market research agencies acting on our behalf may get in touch with you by post, telephone, email or other methods of communication to invite you to take part in research. We won’t invite you to take part in research using a communication method if you’ve asked us not to get in touch that way. Any responses that you provide while participating in market research will be reported back to us anonymously, unless you give us permission for your details to be shared.

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Who we might share your information with

We may share your information with others where lawful to do so, including where we or they:

• need to in order to provide you with products or services you’ve requested, e.g. fulfilling a payment request;

• need to in order to provide you with your insurance policy or to administer your claim;

• have a public or legal duty to do so, e.g. to assist with detecting and preventing fraud, tax evasion and financial crime;

• need to in connection with regulatory reporting, litigation or asserting or defending legal rights and interests;

• have a legitimate business reason for doing so, e.g. to manage risk, verify your identity, enable another company to provide you with services you’ve requested, or assess your suitability for products and services;

• have asked you for your permission to share it, and you’ve agreed.

The information that we share will depend on the purpose for which we share it.

The third parties we may share your information with are:

• other HSBC group companies and any sub-contractors, agents or service providers who work for us or provide services to us or other HSBC Group companies (including their employees, sub-contractors, service providers, directors and officers);

• any trustees, beneficiaries, administrators or executors;

• people who give guarantees or other security for any amounts you owe us;

• people you make payments to and receive payments from;

• intermediaries or any other person you have authorised us to share your information with or to take instructions from such as Related Parties or any joint account holders or joint customer or your advisers (such as solicitors, accountants or financial advisers);

• any party to an agreement or transaction you, or people you have authorised, instruct us to undertake. This would include payment recipients in respect of bank transfers, the company or investment vehicle we make an investment in for you or the insurer who provides the insurance policy we take out for you;

• any parties we are authorised to make transfers of information to under a contract or agreement we have with you, or, where you are a Related Party, a contract we have with the Customer that you are a Related Party for. This may include fund managers, investment managers or advisers or asset managers where we advise on or manage investments, or asset managers, guarantors or other security or joint obligors where you or the Customer to whom you are related has a loan with us;

• any parties who reasonably need information to conclude those agreements or transactions we are instructed to undertake or we undertake in accordance with our contracts or agreements with you or the Customer you are related to. This would include any banks, card processing or payment processors, correspondent and agent banks in relation to any bank payments or transfers, any clearing houses, clearing or settlement systems, fund managers, investments managers, administrators or registrars involved in approving or confirming any investment we make on your behalf;

• if our relationship arises out of an insurance policy or claim, insurers, intermediaries and administrators in respect of the policy, parties who are involved in assessing or processing any claim under the policy such as loss adjusters, claims handlers, private investigators, experts and our advisers and, where relevant, medical experts and rehabilitation providers;

• other financial institutions, lenders and holders of security over any property you charge to us, tax authorities, trade associations, credit reference agencies, payment service providers and debt recovery agents;

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• any fund managers who provide asset management services to you and any brokers who introduce you to us or deal with us for you;

• any entity that has an interest in the products or services that we provide to you, including if they take on the risk related to them;

• to the credit references agencies and fraud prevention agencies as set out in this privacy notice and to law enforcement, government, courts, dispute resolution bodies, parties to relevant disputes, tax authorities, our regulators, auditors and any party appointed or requested by our regulators to carry out investigations or audits of our activities;

• any people or companies where required in connection with potential or actual corporate restructuring, merger, acquisition or takeover, including any transfer or potential transfer of any of our rights or duties under our agreement with you;

• law enforcement, government, courts, dispute resolution bodies, our regulators, auditors and any party appointed or requested by our regulators to carry out investigations or audits of our activities;

• other parties involved in any disputes, including disputed transactions;

• fraud prevention agencies who’ll also use it to detect and prevent fraud and other financial crime and to verify your identity;

• anyone who provides instructions or operates any of your accounts, products or services on your behalf, e.g. Power of Attorney, solicitors, intermediaries, etc;

• anybody else that we’ve been instructed to share your information with by either you, a joint account holder or anybody else who provides instructions or operates any of your accounts on your behalf;

• our card processing supplier(s) to carry out credit, fraud and risk checks, process your payments, issue and manage your card;

• if our relationship arises out of an insurance policy or claim, we will also share your information with:

– other parties involved in providing your insurance policy, such as the intermediary or the insurer who provides your policy;

– third parties involved in the administration of the relevant insurance policy or claim, including loss adjusters, claims handlers, private investigators, experts and our advisers; and

– (where relevant) medical experts and rehabilitation providers.

Sharing aggregated or anonymised information

We may share aggregated or anonymised information, within and outside of the HSBC Group, with partners such as research groups, universities or advertisers. You won’t be able to be identified from this information, e.g. we may share information about general spending trends in the Channel Islands and Isle of Man to assist in research.

How long we’ll keep your information

We keep your information in line with our data retention policy. For example, we’ll normally keep your core banking data for a period of ten years from the end of our relationship with you. This enables us to comply with legal and regulatory requirements or use it where we need to for our legitimate purposes, such as managing your account and dealing with any disputes or concerns that may arise.

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We may need to retain your information for a longer period, where we need the information to comply with regulatory or legal requirements or where we may need it for our legitimate purposes, e.g. to help us respond to queries or complaints, fighting fraud and financial crime, responding to requests from regulators, etc.

If we don’t need to retain information for this period of time, we may destroy, delete or anonymise it more promptly.

Transferring your information overseas

Your information may be transferred to and stored in locations outside of the Channel Islands, Isle of Man and the European Economic Area (EEA), including countries that may not have the same level of protection for personal information as CIIOM and the EEA do. When we do this, we’ll ensure it has an appropriate level of protection (such as by use of standardised clauses authorised under law) and that the transfer is lawful. We may need to transfer your information in this way to carry out our contract with you, to fulfil a legal obligation, to protect the public interest and/or for our legitimate interests. In some countries the law might compel us to share certain information, e.g. with tax authorities. Even in these cases, we’ll only share your information with people who have the right to see it.

You can obtain more details of the protection given to your information when it’s transferred outside the Channel Islands, Isle of Man and the EEA by contacting us using the details in the ‘More details about your information’ section below.

Credit Reference Checks, Fraud and Money Laundering

Credit Reference Checks

If you apply for new products or services (including credit such as a mortgage, personal loan or credit card), we may perform credit and identity checks on you with one or more credit reference agencies (CRAs). When you use our banking services, we may also make periodic searches at CRAs to manage your account with us.

To do this, we’ll supply your personal information to CRAs and they’ll give us information about you. This will include information from your credit application and about your financial situation and financial history. CRAs will supply us with both public (including the electoral register) and shared credit information, financial situation, history and fraud prevention information.

We may use this information to:

• assess if we can offer you credit and whether you can afford to take the product you applied for;

• verify the accuracy of the data you’ve provided to us;

• prevent criminal activity, fraud and money laundering;

• manage your account(s);

• trace and recover debts;

• ensure any offers provided to you are appropriate to your circumstances.

We’ll continue to exchange information about you with CRAs while you have a relationship with us. We’ll also inform the CRAs about your repayment history. If you borrow and do not repay in full and on time, CRAs will record the outstanding debt. This information may be supplied to other organisations by CRAs.

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When CRAs receive a search request from us, they’ll place a search footprint on your credit file that may be seen by other lenders. If you apply for a bank account or credit (such as where you apply for a mortgage, loan or credit card), we’ll get details of your credit history from a CRA (and share information about you with the CRA) and use this information to work out how much you can afford to borrow or pay back. We may also carry out further credit checks on you while you’re a customer to maintain an accurate and up-to-date record of your credit history. We may use your information to verify the accuracy of the information you’ve provided to us, prevent criminal activity, fraud and money laundering, manage your account(s), trace and recover debts, and ensure any offers provided to you are appropriate to your circumstances.

If you’re making a joint application, or tell us that you have a spouse or financial associate, we’ll link your records together. You should discuss this with them, and share this information with them before submitting the application. CRAs will also link your records together and these links will remain on your and their files until you or your partner successfully files for a disassociation with the CRAs to break that link.

The identities of the CRAs, their role also as fraud prevention agencies, the data they hold, the ways in which they use and share personal information, data retention periods and your data protection rights with the CRAs are explained in more detail on their websites. They’ve created a joint document called the Credit Reference Agency Information Notice (CRAIN) which is accessible from each of the three CRAs – clicking on any of these three links will also take you to the same CRAIN document:

Credit reference agencies:

• Call Credit – www.callcredit.co.uk/crain

• Equifax – www.equifax.co.uk/crain

• Experian – www.experian.co.uk/crain

To comply with the law and for our own legitimate interest to enable us to assess and manage risk, we can share details about your financial situation and financial history with CRAs, fraud prevention agencies, etc. This includes information on any bank accounts or credit you have with us, including:

• how you manage your bank accounts or credit;

• if you owe us money;

• if we have concerns about financial crime;

• if you haven’t kept up with your payments or paid off what you owe us (unless there’s a genuine dispute over how much you owe us), or if you’ve agreed and stuck to a repayment plan.

Fraud Prevention Agencies

We’ll carry out checks with fraud prevention agencies for the purposes of preventing fraud and money laundering, and to verify your identity before we provide products and services to you. These checks require us to process personal information about you.

The personal information you provide or which we’ve collected from you, or received from third parties, will be used to carry out these checks in order to prevent fraud and money laundering, and to verify your identity.

We’ll process personal information, such as your name, address, date of birth, contact details, financial information, employment details, and device identifiers e.g. IP address.

We and fraud prevention agencies may also enable law enforcement agencies to access and use your personal data to detect, investigate and prevent crime.

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We process your personal data on the basis that we have a legitimate interest in preventing fraud and money laundering and to verify your identity. This enables us to protect our business and to comply with laws that apply to us. This processing is also a contractual requirement of any of our products or services you use.

Fraud prevention agencies can hold your personal data for different periods of time. If they’re concerned about a possible fraud or money laundering risk, your data can be held by them for up to six years.

Consequences of Processing

If we, or a fraud prevention agency, have reason to believe there’s a fraud or money laundering risk, we may refuse to provide the services and credit you’ve requested. We may also stop providing existing products and services to you. A record of any fraud or money laundering risk will be retained by the fraud prevention agencies, and may result in others refusing to provide services to you. The information we hold about you could make it easier or harder for you to get credit in the future.

To find out more about credit and fraud checks including our fraud prevention agencies and how they manage your information, read our ‘Guide to Credit Scoring, Credit Reference and Fraud Prevention Agencies’ leaflet. You can get it from our website, in any of our branches or you can request a paper copy by contacting us in your preferred way. To find out about CIFAS’ fraud databases and how CIFAS manage your information please visit cifas.org.uk/fpn.

What we need from you

You’re responsible for making sure the information you give us is accurate and up to date, and you must tell us if anything changes as soon as possible. If you provide information for another person (for example, a joint account holder, a beneficiary under an insurance policy or a dependant), you’ll need to direct them to this notice. If we need that person’s consent, we will ask you to confirm that you have obtained such consent.

How we keep your information secure

We use a range of measures to keep your information safe and secure, which may include encryption and other forms of security. We require our staff and any third parties who carry out any work on our behalf to comply with appropriate compliance standards, including obligations to protect any information and applying appropriate measures for the use and transfer of information.

More details about your information

If you’d like further information on anything we’ve said in this Privacy Notice, or to contact our Data Protection Officer, contact us at HSBC House, Esplanade, St Helier, Jersey JE1 1HS, addressed ‘for the attention of the DPO’.

This Privacy Notice may be updated from time to time and the most recent version can be found at www.ciiom.hsbc.com/privacy.

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Appendix – How we process your information

We’ll use your information for purposes including:

• Assessing whether to provide you with new products or services: checking the information you have provided, verifying if you meet any relevant criteria in respect of that product or service and where we are providing you with advice, determining if the product or service is suitable for you. We'll do this in order to allow us to consider whether to enter into an agreement with you;

• To deliver our products and services (including insurance): administer your accounts, or process your transactions. We’ll do this in order to perform our contract with you;

• Banking operations support: we’ll use your information to enable the provision and function of our banking services in line with regulation, laws and customer rights and interests, e.g. complaints management and exit management. The lawful reasons for processing these are legitimate interest, legal obligation and in order to perform our contract with you;

• To prevent and detect crime, including e.g. fraud, terrorist financing and money laundering: this will include monitoring, mitigation and risk management, carrying out customer due diligence, name screening, transaction screening and customer risk identification. It may include sharing your information with relevant agencies, law enforcement and other third parties where the law allows us to for the purpose of preventing or detecting crime. We’ll do this to meet our legal obligations to prevent or detect crime, because it’s in the public interest or in furthering our legitimate interest in managing risk in our business. We may be required to use your information to do this, even if you’ve asked us to stop using your information. That could include (among other things):

– screening, intercepting and investigating any payments, instructions or communications you send or receive (including drawdown requests and application forms);

– investigating who you’re paying or who’s paying you, e.g. checks on payments into and out of your account and other parties related to those payments;

– passing information to relevant agencies if we think you’ve given us false or inaccurate information, or we suspect criminal activity;

– combining the information we have about you with information from other HSBC companies to help us better understand any potential risk;

– checking whether the people or organisations you’re paying or receiving payments from are who they say they are, and aren’t subject to any sanctions.

• Risk management: we’ll use your information to measure, detect and prevent the likelihood of financial, reputational, legal, compliance or customer risk. This includes credit risk, traded risk, operational risk and insurance risk (e.g. for underwriting or claims management purposes). We’ll do this because we have a legitimate interest in ensuring that we carry out a proper risk assessment prior to providing credit, insurance or other finance;

• Online Banking, Mobile Apps and other online product platforms: we’ll use your information to allow us to provide you with access to HSBC online platforms and mobile apps (e.g. the HSBC CIIOM Mobile Banking App). The platform may allow you to directly or indirectly communicate with us through mobile apps, such as using Online Banking, or applying for products and services online. The lawful basis for processing your data for this purpose are to perform our contract with you or our legitimate interests in offering services to you online in order to enhance the efficiency of your banking experience and our relationship with you;

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• Product and service improvement: we’ll analyse your information to identify possible service and product improvements. Where we provide you with aggregated information services, we’ll use your information to understand how you use these products, which may include your transactional information from other financial institutions, to help improve our products and services. The lawful basis for processing your information for this purpose is our legitimate interest in improving our products and services to best meet the needs of our customers and in developing and growing our business;

• Data analytics for tailored services: we’ll analyse your information to identify relevant opportunities to promote products and services to existing or prospective customers. This may include reviewing historical customer transactional behaviour or comparison of customer activity. We do this to help us provide you with products and services we think will be of most relevance to you. The lawful basis for using your information in this way is our legitimate interest;

• Marketing: we’ll use your information to provide you with information about HSBC products and services, and also products and services from our partners and other relevant third parties. The lawful basis for this is our legitimate interest in ensuring that you are appropriately informed of the products and services that we can offer to you. We may need your consent to communicate by certain channels and we’ll always make sure we get this where we need to. You can change your mind on how you receive marketing messages or choose to stop receiving them at any time. To make that change, contact us in the usual way;

• Protecting our legal rights: we may need to use your information to protect our legal rights, e.g. in the case of defending or the protection of legal rights and interests (e.g. collecting money owed, enforcing or protecting our security or defending rights of intellectual property); court action; managing complaints or disputes; in the event of a restructuring of companies or other mergers or acquisition. This may be in connection with action taken against you or other persons, e.g. joint borrowers or persons who give a guarantee or other security for your obligations to us. We’d do this on the basis that it’s in our legitimate interest.

• Resolving complaints: we may need to use your information to investigate complaints you, a Related Party or a person authorised to provide instructions or receive information in relation to products or services we provide to you makes. We will do this to comply with our legal obligations and on basis of our legitimate interest in maintaining proper practice and efficiencies in meeting our legal and commercial obligations.

• Dealing with insurance products: if our relationship arises out of an insurance policy or claim, we will also use your information to:

– evaluate your insurance application and provide you with a quotation;

– handle or monitor any claims which you make or which arise under your insurance policy;

– where relevant, bring a claim against a third party; and

– apply for and claim on our own insurance policies.

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Standards of Lending Practice

Our lending commitments and what we ask of you

As a lender, we have a responsibility to act fairly and as part of this we have committed to follow the Standards of Lending Practice. This note sets out some of our key responsibilities and what we ask of you, to ensure that the relationship works well for both of us.

• We will lend responsibly and aim to provide a product that is affordable for you.

• We will provide you with information about our products and services and how they work, in a clear and understandable way, so that you can decide what’s best for you and your needs.

• We will endeavour to make sure our products and services offer, wherever possible, the flexibility to meet your needs.

• We will treat you fairly and reasonably at all times and make sure that you are provided with a high level of service.

• If you tell us about any inaccuracies, for example around the personal information we hold about you, we will act quickly to put it right.

• We will always aim to help you if we see, or you tell us, that you are having trouble financially. We will seek to understand your overall circumstances, try and identify options that you can afford and where appropriate, provide a reference to free debt advice.

What we ask of you

• We ask you to think carefully about whether you can afford to repay the money you want to borrow and to be open in your dealings with us.

• Take care of any cards, PINs, online log-in details and other security information to help prevent fraud and help us to protect your accounts.

• Tell us as soon as possible if your card has been lost or stolen, or if you know or suspect someone is misusing your confidential information e.g. your PIN or online log-in details.

• Carefully check your account statements to make sure they are accurate. If anything isn't right, please get in touch with us.

Please let us know if

• Your contact details change, so we can keep our records up to date.

• Your circumstances change, particularly if what's happened is likely to cause you difficulties in managing your account or financial problems.

• You think that you won't be able to keep up with your repayments. The sooner you do this, the more likely it is we'll be able to find a way to help you.

We would also encourage you to refer to the terms and conditions associated with your current account, credit card or personal loan.

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Important notes

Written details of our products and services are available from the address at the back of this

brochure. There may be charges for additional services and you’ll be advised of these when

they apply.

Banking products and services

HSBC Premier is subject to eligibility. We’ll review your account on a regular basis and if you

no longer meet the qualifying criteria, we’ll transfer your account to another HSBC current

account. We’ll contact you two months before we do this to advise you of the change and

discuss your options.

Account opening and credit is subject to status (creditworthiness assessment).

All applicants are required to provide a passport or national ID card and proof of permanent

residential address.

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Important information

HSBC Bank plc, registered in England and Wales number 14259. Registered office 8 Canada

Square, London, E14 5HQ. Authorised by the Prudential Regulation Authority and regulated

by the Financial Conduct Authority and the Prudential Regulation Authority. HSBC Bank plc,

Jersey Branch is regulated by the Jersey Financial Services Commission for Banking, General

Insurance Mediation, Fund Services and Investment Business. HSBC Bank plc, Guernsey

Branch is licensed by the Guernsey Financial Services Commission for Banking, Insurance and

Investment Business. In the Isle of Man HSBC Bank plc is licensed by the Isle of Man Financial

Services Authority.

Our terms and conditions and our dealings with you up until the time your account is opened

are governed by the laws of the Island where your account is held. We are required by law to

tell you the terms and conditions are in English and we will communicate with you in English.

Further information and written details about our products and services are available from any

of our branches or from Customer Information, PO Box 6201, Coventry CV3 9HW. We reserve

the right to decline applications for any product, account or service. Our credit facilities are

subject to status.

HSBC Bank plc, Jersey Branch: HSBC House, Esplanade, St. Helier, Jersey, JE1 1HS.

HSBC Bank plc, Jersey Branch is regulated by the Jersey Financial Services Commission

for Banking, General Insurance Mediation, Investment and Fund Services Business.

Compensation

Your Bank or Savings Account with HSBC Bank plc is protected by your local government

compensation scheme. For more information please refer to the following:

https://www.gov.je/Industry/Finance/DepositProtection/pages/overview.aspx

http://www.dcs.gg/

https://www.iomfsa.im/consumer-material/isle-of-man-depositors-compensation-scheme-dcs/

and the Personal Banking Terms and Conditions and Charges.

HSBC Bank plc, Jersey Branch, is a participant in the Jersey Bank Depositor Compensation

Scheme. The Scheme offers protection for eligible deposits of up to £50,000. The maximum

total amount of compensation is capped at £100,000,000 in any 5 year period. Full details

of the scheme and banking groups covered are available on the states of Jersey website

www.gov.je/dcs, or on request. HSBC Bank plc, Guernsey Branch, is a participant in the

Guernsey Banking Deposit Compensation Scheme. The Scheme offers protection for

'qualifying deposits' up to £50,000, subject to certain limitations. The maximum total amount

of compensation is capped at £100,000,000 in any 5 year period. Full details are available

on the Scheme's website www.dcs.gg or on request. HSBC Bank plc in the Isle of Man is a

participant in the Isle of Man Depositors’ Compensation Scheme as set out in the Depositors’

Compensation Scheme Regulations 2010. Full details are available on the Scheme's website

www.iomfsa.im or on request.

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How to complain

If you have a complaint please let us know. We will endeavour to resolve your concerns and

put matters right. If your complaint is not settled to your satisfaction you may be able to refer

it to the relevant Financial Ombudsman Service.

For accounts held in the Channel Islands you may be entitled to refer your complaint to the

Channel Islands Financial Ombudsman at PO Box 114, Jersey, JE4 9QG.

For accounts held in the Isle of Man you may be entitled to refer your complaint to the

Financial Services Ombudsman Scheme in the Isle of Man at Thie Slieau Whallian,

Foxdale Road, St John's, Isle of Man, IM4 3AS.

Our ‘Listening to your Comments’ leaflet contains further details. If you cannot settle your

complaint, in the Channel Islands and the Isle of Man, you may be entitled to refer it to the

Channel Islands Financial Ombudsman in Jersey or Guernsey and the Financial Services

Ombudsman Scheme for the Isle of Man.

If it is a joint account we must receive instructions from either account holder. We have the

right to close your account at any time and will normally give you at least two months’ notice

of this. HSBC adhere to the Standards of Lending Practice.

Mortgages

Our mortgages are subject to security and status. A charge will be taken over the property.

Think carefully before securing other debts against your home. Your home or property may be repossessed if you do not keep up repayments on your mortgage.

Travel Insurance

Travel Insurance is subject to policy terms and conditions and is only available to customers

under 70 years of age who are resident in the UK, Channel Islands or Isle of Man.

To be resident, your main home must be in the UK, Channel Islands or Isle of Man and you

must be registered with a local doctor and liable to pay taxes in the UK. At the time of booking

your trip or opening your account, whichever is the later, you must declare any pre-existing

medical conditions to the Medical Risk Assessment Helpline on 08000517457 if you or

anyone insured on the policy has had any illness, disease or injury other than those shown as

an “Accepted condition” in the Your Health section in the 12 months prior to booking a trip.

You must also tell us if after booking a trip but before travelling if you have been admitted to

hospital or referred to a consultant/specialist. If you fail to tell them about your pre-existing

medical conditions, your insurance may not be valid and you may not be covered. Policy

terms and conditions apply.

Global View and Global Transfers

Before you can make a Global Transfer your accounts will need to be linked.

Overdrafts

If you have use an overdraft you have to pay overdraft interest in the usual way. For overdraft interest rate charges please refer to the Personal Banking Terms and Conditions and Charges.

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Jersey, Guernsey and the Isle of Man

In Jersey, HSBC Bank plc is regulated by the Jersey Financial Services Commission for

Banking, General Insurance Mediation, Fund Services and Investment Business and we abide

by the Jersey Codes of Practice for Consumer Lending.

In Guernsey, HSBC Bank plc is licensed by the Guernsey Financial Services Commission for

Banking, Insurance and Investment Business.

In the Isle of Man, HSBC Bank plc is licensed by the Isle of Man Financial Services Authority

and our principal address is: HSBC Bank plc, PO Box 20, HSBC House, Ridgeway Street,

Douglas, Isle of Man IM99 1AU.

Deposits made with our branches in the Channel Islands and the Isle of Man are not protected

by the rules made under the UK’s Financial Services and Markets Act 2000 for the protection

of retail clients, including the UK Financial Services Compensation Scheme and the Financial

Ombudsman Service. In Jersey, HSBC Bank plc is a participant in the Jersey Bank Depositor

Compensation Scheme. The Scheme offers protection for eligible deposits of up to £50,000.

The maximum total amount of compensation is capped at £100,000,000 in any five-year

period. Full details of the Scheme and banking groups covered are available on the States of

Jersey website www.gov.je.dcs or on request. In Guernsey, HSBC Bank plc is a participant

in the Guernsey Banking Deposit Compensation Scheme. The Scheme offers protection

for ‘qualifying deposits’ up to £50,000, subject to certain limitations. The maximum total

amount of compensation is capped at £100,000,000 in any five-year period. Full details are

available on the Scheme’s website www.dcs.gg or on request. Eligible deposits made with

our branches in the Isle of Man are protected by the Isle of Man Compensation of Depositors

Regulations 2010. Full details available on request.

Textphone is not available to residents of Jersey, Guernsey and the Isle of Man.

International Personal Banking Services

These services are provided in conjunction with other members of the HSBC Group. The

service provided will vary by country depending on HSBC’s service offering in that country.

The International Banking Centre will inform customers of what is available prior to any

account being opened. Credit facilities are provided subject to local legal and compliance

requirements. You should not deposit funds or use your new account until you have entered

the country in which the account has been opened. This does not apply to HSBC Bank

International Limited or where you have an existing HSBC account or established place of

residence in that country.

Insurance Product Providers

The companies providing insurance covered in this brochure are:

¡ Travel Insurance – Aviva Insurance Limited

¡ Extended Warranty – Domestic & General Insurance plc.

¡ Home Insurance – Aviva Insurance Limited

The above insurance providers are authorised by the Prudential Regulation Authority and

regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Other service providers

Global Emergency Services are provided by the Global Service Assistance Centre,

part of Mastercard International.

Mastercard United Kingdom address is: 10 Upper Bank Street, Canary Wharf,

London E14 5NP

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Current Account Switch Guarantee

We have designed the Current Account Switch Service to let you switch your current account

from one bank or building society to another in a simple, reliable and stress-free way. It will only take

seven working days. As your new current-account provider we offer the following guarantee.

• The service is free to use and you can choose and agree your switch date with us.

• We will take care of moving all your payments going out (for example, your Direct Debits and

standing orders) and those coming in (for example, your salary).

• If you have money in your old account, we will transfer it to your new account

on your switch date.

• We will arrange for payments accidentally made to your old account to be automatically redirected to

your new account. We will also contact the sender and give them your new account details.

• If there are any issues in making the switch, we will contact you before your switch date.

• If anything goes wrong with the switch, as soon as we are told, we will refund any interest (paid

or lost) and charges made on either your old or new current accounts as a result of this failure.

What happens to any debit card transactions that I have asked my old bank to stop?

The Current Account Switch Service should not interfere with this process and any debit card transactions that you have asked your bank to stop should remain so after your switch.

Can I prevent my new account details being given to someone who sends one-off payments to my old account?

You may be able to transfer your payments to your new bank without redirecting payments from your old account, and you should discuss this requirement with your new bank.

Please note that not all banks in the Channel Islands and Isle of Man participate in the Current Account Switch Service which may impact our ability to offer this service, ask in your branch for more details.

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Call: 03456 006 161 lines open 24-hours

From abroad: +44 1226 261 010 You will need to identify yourself through our automated Telephone Banking service when calling 03456 006 161. Our Telephone and Online Banking services are open 24-hours a day subject to scheduled maintenance periods. During busy periods, calls may be transferred outside the UK. To help us continually improve our service, and in the interests of security, we may monitor and/or record your calls with us.

British Sign Language Video Relay Service available (Monday to Friday, 8am to 6pm, excluding Bank and Public Holidays) at https://ciiom.hsbc.com/accessibility

eNRFB1274 MCP49396 ©HSBC Bank plc 2019. All Rights Reserved.

HSBC Bank plc, registered in England and Wales number 14259. Registered office 8 Canada Square, London, E14 5HQ. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. HSBC Bank plc, Jersey Branch is regulated by the Jersey Financial Services Commission for Banking, General Insurance Mediation, Fund Services and Investment Business. HSBC Bank plc, Guernsey Branch is licensed by the Guernsey Financial Services Commission for Banking, Insurance and Investment Business. In the Isle of Man HSBC Bank plc is licensed by the Isle of Man Financial Services Authority.

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