Need to know.

WASTE AREA (does not print)

This guide has been designed to provide you with an easy to understand overview of the key things you need to know about your new Business Account — including how long it takes for payments to clear, detailed information about the services available to you and what to do if you have any problems. Alternatively you can always call our UK-based business customer service advisers on 0845 300 0268 from 7am to 8pm Monday to Friday, and from 9am to 2pm on Saturdays, excluding UK public holidays. They’re your first point of contact for everyday tasks like balance and basic account enquiries, or if your requirements are more complex you can speak to your Business Management Team.

When you join us, you’ll get a Business us,When join you’ll you Management They can call and guidance. help for on Team to years with experience of draw dealing on many of business customers find and help the productsright business, meet to your for you the challenges allowing and opportunities that today’s crop in up business environment. Your Business Management Team.

WASTE AREA (does not print) WASTE AREA (does not print)

Value-added service. Our Business Management Team pride themselves on making constructive decisions quickly, so you can grab that opportunity with both hands when it comes your way. Here when you need us. Looking to save money? Want to arrange an overdraft or loan? No problem, your Business Management Team will be there to help you in any way they can. Our website bankofscotland.co.uk/businessbanking also has more information about our products and services. Your Business Management Team. Business Management Your

account. Running your

WASTE AREA (does not print) Payments coming in.

Paying a cheque in.

The cheque clearing process. WASTE AREA (does not print) All cheques written and received by you go through the clearing cycle, a system used by the main British to transfer money between accounts. The clearing cycle used by the main banks changed in November 2007 and is now often referred to as the ‘2-4-6’ process (or ‘2-6-6’ for deposit accounts) as it sets a maximum time limit of two, four or six working days for each stage of the process after paying in a cheque. This is how it works — if you pay a cheque in at a of branch on a Monday morning... By two business days... You will start to earn interest on your cheque from Wednesday or if you have an overdraft, this can start to reduce the interest charged. The Islamic accounts are excluded from this as no interest is paid on these accounts. By four business days... Your money will be available in your account from Friday — although the cheque could still be returned unpaid. This means you’ll be able to withdraw cash or make payments. Also, you’ll be able to access your money in the usual way at the ATM, on Business Internet Banking and to use through your debit card. By six business days... By the end of the sixth business day, in this case the following Tuesday, you can be certain that even if the cheque is later returned unpaid, the funds will not be debited from your account without your agreement — unless you are a knowing party to fraud. This does mean that a cheque can still be taken from your account for up to six days after you pay it in even if you have already spent it. For our purposes, a business day lasts from 9am to 5pm, Monday to Friday, excluding Bank Holidays. Cheques or cash paid in after 5pm (sometimes after 3.30pm) might not be processed until the next working day. If you have any further questions about the clearing cycle, call us on 0845 300 0268, speak to your Business Management Team or visit your local branch. More information on all of this and how it applies across the UK banking industry can be found at www.chequeandcredit.co.uk under Cheque and Credit Clearing Timescales Explained (2-4-6). Running your account. Running from from 01268 567100 01268 www.lloydsbankcardnet.com ,® your customers can pay by debit or credit card and save card by debit or credit customers can pay your ,® Cardnet 8am to 9pm Monday to Saturday or visit to Saturday 8am to 9pm Monday Through Through able to accept you’ll be way, This cash and cheques. on processing you money more For or online 24 hours a day. by phone payments over the counter, you can call our helpdesk on about Cardnet,® information Accepting cardAccepting payments.

WASTE AREA (does not print) Payments goingout. When wemake apaymentonyourbehalf, wewillonlyactonyourinstructionwhenreceived on ‘Payment Transactions’brochure. a businessdayandbefore time. ourpaymentcut-off Times are detailedinourBusinessBanking on For more information askyourBusinessManagement Team orcontact theHelpdesk payments, thesignatory maychoose twoorthree people toauthorisepaymentsonline. Alternatively, your businessororganisation if requires otherpeople toauthoriseall payment limitforeach transaction. Your overall dailylimitforyouraccountwillstillapply. a Full Access (Accountsignatory) canchooseindividuallimits, allowing youtosetauser’s responsibility andtosetuppaymentlimits. Onceregistered forBusinessInternetBanking Business InternetBanking. The free, optionalserviceallowsyoutodelegate payment Our OnlinePayment Control service givesyougreater control makingpaymentsthrough Online service. Payment Control them that onlyyoucancancel. that youletthepersonyou’re payingknowasyoumayhave entered intoanagreement with that youdon’twanttomake anyfurther paymentsfrom yourcard account. We alsosuggest or online. To cancelarecurring transaction, simplyletusknowandwewilladvisetheretailer are notprotected bytheDirect DebitGuarantee Scheme. They canbe setupbyphone, letter There are regular paymentslike magazinesubscriptionsmadebyBusinessDebitCard that transactions. Recurring payment date. by usingBusinessInternetBanking, thebusinessday and before yournext uptotheendof makingregular paymentsthanbycheque.of You cancancelmostDirect Debitsimmediately Many companiesoffer discountsforpayingbyDirect Debit. It’s acheaper, more efficient way Debits. Direct thebusinessdayandbefore yournextup totheendof paymentdate. Again, youcancancelmoststandingorders immediately byusingBusinessInternetBanking, pay forthingslike rent orwagesandare cheaper andmore efficient than payingbycheque. Standing orders are forpayingoutthesameamountonaregular basis. They canbesetupto Standing orders. 0845 300 2924 , Monday toFridayavailable 7am–10pm and8am–6pm at weekends.

Running your account. WASTE AREA (does not print) not (does AREA WASTE

Some utility and credit card companies may take a few days to credit the individual account, a few days to credit may take companies card Some utility and credit your they will process company concerned how quickly checking with each worth so it’s it. payment once they receive How do Faster Payments work? bank accepted by the receiving by your bank and processed will be Payments Most Faster code accepts Faster sort the recipient’s will need to check that You almost immediately. account sort If codes accept this type of as not all sort the recipient’s payment. Payments, Service’s Payment the Faster exceeds or your payment Payments code does not accept Faster arrangements. alternative and you’ll need to make your payment will be refused limit, Payments made through Telephone Banking and any Internet Banking payments which are which are Banking and any Internet Banking payments Telephone made through Payments bank the recipient’s will reach overnight and be processed will over the limit for same-day, by us. payment instruction was received the the business day after Details of Banking will be made available to you same-day payment limits within Internet the transaction. the time you make at What Faster is Payments? service which allows most customers of is a payment to be able to banks UK Payments Faster in minutes. and often of in a matter hours, the UK sterling payments within receive and make Faster Payments. Making automated payments. automated Making

WASTE AREA (does not print) Payment and times. cut-off transaction CHAPS. How will if an Iknow account is up Faster for set Payments? Our cut-off timesare detailedinourBusinessBanking‘PaymentsOur cut-off Transaction’ brochure. Business Banking‘Your accountcharges explained’ brochure. clearedpayment of fundsintheUK. There isafeeforthisservice whichisdetailedinour CHAPS isanelectronic, bank-to-bank paymentsystemthat guarantees samebusinessday is CHAPS? What ourwebsiteat go tothepaymentssectionof Faster Payments, BacsCredits andCHAPSPayments. To findoutmore ortocheckasort code you cangoonlinetocheckthat the sort codeyouare sendingapaymenttocanreceive The Payments Council hascreated aSort Code Checker fortheUK Payments websitewhere bankofscotland.co.uk/businessbanking

Running your account. WASTE AREA (does not print) not (does AREA WASTE

and confirm 0845 300 0268 The amount. The Who it was made payable to.

The cheque number. The it was issued. date The

To stop a cheque, we need to know: a cheque, stop To account see our Business Banking please out the cost of find ‘Your stopping a cheque, To stopping a cheque doesn’t cancel your legal Remember, brochure. explained’ charges to pay for goods or services. obligation Stopping a cheque. Stopping call us first on If on a cheque, you ever need to stop payment you’ve need to add details of that cheques any replacement You’ll in writing. your request for payment. the cheque is presented must be done before This written. It’s ideal for small and medium-sized businesses that make up to 25 payments in one batch. up to 25 payments make businesses that for small and medium-sized ideal It’s Business Charge Card terms and conditions. Cards are issued subject to application issued subject to application are Cards terms and conditions. Card Business Charge Team. to your Business Management paymentsBulk service. convenient and bulk payments is a simple, Banking, Business Internet through Available and supplier payments. expenses paying staff, payments such as regular way to make secure Business ChargeBusiness Card payments. your Bank of from Scotland is taken transactions card value of total month’s The each see the please find out more, To Debit. Direct account by non-returnable Business Current If you make a payment to another customer, the money will leave your account your money will leave the If of a payment to another Bank you make customer, Scotland at the same time. the beneficiary account and credit Payments going out continued... out going Payments Cheques.

WASTE AREA (does not print) Cheques continued... Cheques and destroy orreturn theoriginal. more thansixmonthsold, it’s worth askingthepersonwhowrote ittoissueanewone tend todothiswithveryhighvalue cheques. Butitcanstillhappen, youhave onethat’s soif Banks usedtotreat date. chequesmore thansixmonthsoldasoutof Nowadaystheyonly cheques. Out-of-date see ‘Cash machines’under ‘Getting formore thebest from information. youraccount’ where youcancheckbalances, order chequebooks, and, course, of withdraw cash — You Scotland, alsohaveaccesstoover4,000Bankof HalifaxorLloydsBank cashmachines Scotland branch before 5pm, themoneywillleave youraccountthat day. take outmore moneybyagreeing itwithusinadvance. youcashachequeat anyBankof If identification.of There’s alimittohowmuchyoucantake outinonedaybutusually, youcan it’sbranch —if not yourbranch, you’llbeasked foryourBusinessDebitCard oranotherform Scotland anyBankof Write achequeandhanditoverthecounterof CASH onthe‘pay’lineof cash. Withdrawing know howmuchyou’llbecharged. returned unpaid. Shouldthishappen, we’llnotifyyouwithintwobusinessdaysandlet there’sIf notenoughmoneyinyouraccounttocoverachequeyou’vewritten, itmaybe cheques. Returned Scotlandbranch,Bank of themoneycouldleave youraccountonthesameday. yourchequesat a Scotlandcustomerpaysinoneof please beaware anotherBankof that if Most chequeswillclear according tothechequeclearing process already shown, but by cheque. out Payments

Running your account. WASTE AREA (does not print) not (does AREA WASTE

even more useful. more even Charge CardsCharge is rapidly taking from cheques some to over and, extent, cash. to Cards convenient more are use and less bulky carry. to And business, for they can be convenience. Business by DebitPaying and Cards Cards for

WASTE AREA (does not print) Dbt Card. Debit The Business please contact yourBusinessManagement Team. you’dlike toapplyforaBusinessDebitCard,If and there’s noannualfee: The BusinessDebitCard canhelpyouinmanyways

name appears onyourstatement andit’s debited It’s easier totrack paymentsbecausethesupplier’s Bank of Scotland,Bank of HalifaxorLloydsBankcashmachine. You canwithdraw upto£700perdayfrom any expenses, like entertaining clients, more easily. You canpayforemergency suppliesorotherbusiness ourImmediate DepositMachines. of Make fastcashandcheque depositsusingone It cutstheneedforpetty cash. a chequeoverthecounter. orLloydsBankcashmachinethancashing Scotland, aBankof It costslesstotake cashoutof It costslessthanwritingacheque. new supplierreferences. It’s acceptedalmosteverywhere —noneedfor straight from yourBusinessCurrent account.

Running your account. WASTE AREA (does not print) not (does AREA WASTE

with your Business Management Team. with your Business Management Decide how many cards are issued and what limits should issued and what are Decide how many cards be set. per day, up to £500 per cardholder withdrawals cash Make you stay within your limit. providing limit for the whole business monthly expenditure the Agree

An annual card fee of £32 is charged in accordance with the with fee of in accordance An annual card £32 is charged of and Conditions the card. Terms contact your please card, to apply for a charge like If you’d Business Management Team. * Subject to status. your Bank of Scotland Business Current account. your Bank of account. Current Scotland Business Charge Card. Charge and cost-effective is a practical Card Business Charge The get up to You way of business expenses. paying for everyday your and on sterling purchases credit 41 days’ interest-free Debit from month by Direct each in full, balance will be settled The BusinessThe

WASTE AREA (does not print) Paying with Business Paying withBusiness Charge Cards makes Charge Cardsmakes businessbanking/financechecklist for further detailsorvisit application. Ask yourBusinessManagement Team your information wemayaskyouto provideof tosupport our financeapplication checklistwhichdetailsthetype youare consideringapplyingforborrowing,If please see business sense.

purchases, whenyouuseyourcard intheUK. There are noindividualtransaction charges onSterling working capital. It’s temporarily increasing aconvenientwayof your trusted employees. Simplify businessexpenses byproviding cards to Admin timewillbecut, withfewerinvoicestoreconcile. cash flow. Making fewercashwithdrawals couldimprove your book everywhere. It’s easier thancarryingcashorthebusinesscheque – – – a BusinessCharge Card. day-to-day expenses.to stayontopof a charge card. You canmonitorexpenses more accurately with You cansetindividualcredit limitsforcardholders You canmonitorexpenses more accurately with bankofscotland.co.uk/

Running your account. WASTE AREA (does not print) not (does AREA WASTE If action against brings a winding-up petition or other legal another creditor your business. If you sell a large part ofIf part your business. a large you sell If with us. a facility for purposes other than those agreed you use If a loan repayment. you fail to make If to conditions set out in the loan agreement. you do not keep on time. If monitoring information you do not supply agreed If you go overdrawn without our agreement. If you go overdrawn once. than especially more limit, If overdraft your agreed you go over turnover. in your business’ or decreases increases large If are there a loss. at If trading you are Ifemployee. customer or lose a key you suddenly

We’ll always consider cases of financial difficulty sympathetically and positively. and positively. of consider cases always sympathetically difficulty financial We’ll know as soon as we do — let us before any problems spot probably You’ll a solution together. working out we can start possible and — or contact you you know in writing we’ll let If of we become aware problems, might some things that are Here or email if fax urgent. it seems more by phone, cause us concern: Coping with financial difficulties. financial with Coping

WASTE AREA (does not print) Keeping charges low. If you do find yourself infinancialdifficulties, youdofindyourself all If we’lldo explained’ brochure for more information. banking, seeourBusinessBanking‘Your accountcharges For day-to-day howyoucan cutthecostof an overviewof more touse, suchaswritingandacceptingcheques. Services that costusmore toprocess are going tocostyou our website Standards Board at The Lending Code canbedownloadedfrom theLending please askyourBusinessManagement Team foracopy. difficulty. ‘A Guidetothe Lending — Code’ isavailable best worktogethertodeal financial withproblems of We followtheLending Code whichdetailshowwecan with youinwriting. we cantohelp, includingdevelopingaplanthat we’llagree bankofscotland.co.uk/businessbanking/lending-support www.lendingstandardsboard.org.uk

or or

Running your account. WASTE AREA (does not print) not (does AREA WASTE

your account. Getting the best from best the Getting

WASTE AREA (does not print) Your accountatyour fingertips. a year. available sevendays a week, 365days quick andeasy automated service — transactions ortransfer money, useour check youraccountbalance, recent So, you’re inahurry andwantto if speaking toanadvisor. using ourautomated serviceor flexible servicewiththechoiceof Banking offers youaconvenient, For your day-to-dayneeds, Telephone Telephone Banking. to authoriseallpaymentsonline. or twothree peoplecan bechosen limit tobesetforeach transaction allows auser’s individualpayment while keeping control. The service to delegate paymentresponsibility service tohelpbusinesseswhowant and optionalOnlinePayment Control We’ve alsorecently launchedthefree Online Payment Control. businessbanking/online-banking service, visit or formore information aboutthis seven daysaweek.* To register, Internet Banking24hoursaday, Debits. You canaccessBusiness manage standingorders orDirect transfer money, paybillsand secure. Useittocheckbalances, to useand, more importantly, it’s Internet Bankingservice. It’s easy Business InternetBankingisour Banking.Business Internet bankofscotland.co.uk/

Mobile Banking Mobile registration pack call up standingorders. To request a example, payingbillsandsetting your moneyoverthetelephone, for servicestohelpyoumanage range of PhoneBank® forBusinessoffers awide PhoneBank option please call 9am to 2pmonSaturdays. Foreither 7am to 8pmMondaytoFriday and advisers are availabletohelpfrom UK-based businesscustomerservice someone direct, ourspecialistteam of Alternatively, youwanttospeak to if ** * recent transactions. updates onyouraccountbalanceand alerts servicetoreceive dailyorweekly You canalsoregister forourfree Text secure BusinessMobileBankingapp**. accounts onthemovewithournew, You cannowaccessyourbusiness Internet Bankingtermsandconditions. BankingissubjecttoourBusiness Use of Mobile may beaffected byphonesignalandfunctionality. Internet Banking registration required. Services iOS 5.0orabove, or Android 4.1orabove. so please checkwiththem. Ournewapprequires services suchasdownloadingorusingthe app, your mobileoperator maycharge youforcertain We don’tcharge youforMobileBankingbut resulting insomeinterruption totheservice. maintenance toourBusinessInternetBankingsite, Occasionally wemayneedtocarryoutessential ® for Business. for 0845 300 0268 0845 300 0268 . .

Getting the best from your account. Banking on your doorstep. Immediate Deposit Machine. You’ve easy access to our business When you’re in a hurry, you can use our banking expertise, with business bankers Immediate Deposit Machines to make in all our local business centres and fast cash and cheque deposits. Available most branches. at larger Bank of Scotland branches, you can pay in up to five cheques or 50 notes Cash machines. per transaction quickly and efficiently using your Business Debit or Business You’ll have access to over 4,000 Charge Card. The Immediate Deposit Bank of Scotland, Halifax or Machine will issue you with a receipt that cash machines where you can check gives a breakdown of your transaction balances, order cheque books and, and shows a copy of any cheques of course, withdraw cash. deposited. Cash is added to your You can also get cash from any LINK account straight away and funds from or Visa machine anywhere in the world, cheques will be made available after a however, bear in mind, you may be minimum of four working days and will charged for the transaction (see our earn interest after two working days. Business Banking ‘Your account charges explained’ brochure for more details). Business Cash Saver. Business Cash Saver avoids you having to depositpoint™ and Express Pay In wait while we check your over‑the‑counter Using depositpoint™ or Express Pay In deposits. To use Business Cash Saver, enables you to make payments into place your credit in cash and/or cheques your account quickly and without fuss. in a sealed plastic bag and hand it in at depositpoint™ is available in most your branch. We’ll then issue you with a Lloyds Bank branches and Express Pay In receipt confirming you have made the in most Bank of Scotland branches. deposit. Your account will be credited the They are cash and cheque envelope or same day the deposit is made. (Please bag drop services; however, no receipt see our Business Banking ‘Your account is issued. charges explained’ brochure for further information.) As long as the envelope or bag is posted prior to the displayed closure time for the facility, your credit will be in your Nightsafe. account by the end of the day. You can use our Nightsafe to pay in money outside of banking hours at a time that is convenient to you — your account will be credited the next working day. Please ask locally where your nearest Nightsafe facility is. (Please see our Business Banking ‘Your account charges explained’ brochure for further information.) International services. more information about charges fortheseservices uponrequest. All enquiries forforeign currency accounts willbereferred toaspecialistmanager whowillprovide CHANGES IN THE EXCHANGE RATE MAY INCREASE THE STERLING EQUIVALENT OF YOUR DEBT. Team. Management to your speak please Business any services of about our international information For detailed non-payment. help youreduce therisk of Trade Servicescan support youand never met, cancreate uncertainty. dealing with trading partners you’ve Doing businessabroad, andperhaps services. trade and export Specialist import brochure. Business Banking‘Payment Transactions’ reach thebeneficiaryaccount, seeour To findout howlongitwilltake to seller orsplitbetweenbothparties. can bepaidbyeitherthebuyer, the sterling orforeign currency andcharges Generally, paymentscanbemadein International Moneymoverservices. Payment optionsthrough our We offer International arange of abroad. from moneySending and receiving

currency transactions forthedate, These fixthe exchange rate onforeign contracts. exchange Forward currency loans. wait. You canalsotake outlongerterm your short-term cash flowwhileyou currency? Currency loanscansupport Expecting moneytoarriveinaparticular loans. Currency cash flow. be usedtosmoothoutyourshort-term to bemadeinaforeign currency andcan Currency accountsenabletransactions accounts. Currency or period, yourequire.

Getting the best from your account. Our responsibilities and yours.

We do everything we can If you’re concerned that you’ve received a to protect your account and fraudulent email and may have divulged your details, please call our Helpdesk keep your details confidential. on 0845 300 2924 from 7am to 8pm But it’s also important that you Monday to Friday, or from 9am to 2pm are careful at all times about at weekends. Textphone users (if you maintaining security and have a hearing or speech impairment) can call us on 0845 600 3196. Calls protecting your identity. may be monitored or recorded in case we need to check we have carried out Protecting your account. your instructions correctly and to help us improve our quality of service. It’s important not to give your account details or PIN to anyone. Regularly If you receive such an email, please check your account statements and do not click on any link or provide if you’re suspicious about anything, any Business Internet Banking or contact us right away. If we have to Telephone Banking log in details. If you involve the police you may need suspect you’ve received a fraudulent to provide evidence that you didn’t email, please forward it to us at authorise the transaction. [email protected] and then delete it from your inbox. If your business or personal details change make sure you let us know immediately. We are aware that fraudulent emails alleging to be from Bank of Scotland are often in circulation. Please be advised that Bank of Scotland never send emails asking for any of your account security information such as PINs or passwords to be submitted by email. Cards and PINs (Personal Cards a receipt. their transaction authorised bysigning has notinstalledaPINpad, willhave or make apurchase from aretailer who who donothaveachipandPINcard, PIN intoapadat thetill. Customers you’ll beasked toenteryourfour-digit Number (PIN). When youuseyourcard, which holdsyourPersonal Identification you receive from uswillincludeachip Any newBusinessDebitorCharge Card Numbers). Identification

security information. down) yourPIN, password orother your PIN. Don’ttellanyone(orwrite It’s important that youmemorise cards separate. Keep yourchequebookand

please letusknow. adisabilityormedicalcondition of youare unabletouseaPINbecause If

month before arenewal card isdue. You can’tchangeyourPINduringthe  fraud prevention reasons. combinations are notallowedfor themore obviousnumber Some of  the on-screen instructions. Just enteryournewPINandfollow Halifax orLloydsBankcashmachine. Scotland,new PINat aBankof You can, you want, if changeyour 

Getting the best from your account. Cheques. Call one of the numbers provided with your card or cheque book, or call To help prevent fraud, add some relevant your Business Management Team. We’ll information alongside the name of the take immediate steps to protect your person you’re making the cheque out to. account from unauthorised access. Be on For instance, if you’re making it out to your guard against hoax calls or callers. the Inland Revenue, add the name of the They could be criminals trying to get account you want the cheque paid into extra information about your account. and a reference number, for example, For example, someone may pose as a INLAND REVENUE, ACCOUNT — police officer or a bank representative J SMITH, Ref: XXXX. When you’re paying and ask for your PIN. Genuine callers a cheque into a bank or , would never ask for add the name of the account holder, this kind of information. for example, XYZ BANK, ACCOUNT — J COLLINS. Then draw a line through unused spaces so no one can add Liability for business card losses. names or numbers. Should any of your Business Debit or Charge Cards ever be misused, you may We need to know as soon as you be liable to cover the costs. In some think that: circumstances you may not have to pay Your cheque book or card has been anything, however, if you have acted lost or stolen. fraudulently or without all reasonable Someone else knows your PIN, care, you will be responsible to cover password or other security all the losses in your account. information. Account aggregation. Account except inthefollowingcases: outside theLloydsBankingGroup and address, isn’tdisclosedtoanyone This information, includingyourname you’re nolongeracustomer.even if is kept private andconfidential, Your personalandbusinessinformation information. Your and business personal or mistakes that occurasaresult. service, youmaybeliableforanyfraud do useanexternal accountaggregation ourselves soplease beaware you that if providers. We don’toffer thisservice with several different bankingorfinance or all, theonlineaccountsyouhold of Account aggregation letsyouviewsome,

information. wehaveapublicdutytoreveal If information. we’re legallyobligedtoprovideIf

about yourfinancialstatus, we’ll we’re askedIf toansweraquery before responding. make sure wehaveyourpermission

written permission. wehaveyourorthebusiness’ or if youaskustorevealIf theinformation, marketing purposes. other companiesinourgroup for your accountstoanyone, including revealing information aboutyouor This willnotbeusedasanexcuse for where wesuspectfraud, forexample. ourinterests areIf threatened — or prevent crime. weorothersneedtoinvestigate If and servicesforyouoryourbusiness. others involvedinrunningaccounts itisneededbyouragentsand If

Getting the best from your account. Information if you are new to business.

Free Sage Planning for Business software. Bank of Scotland is working with If you haven’t already taken advantage of this Sage, one of the UK’s leading free offer call us on 0845 300 1956 to receive suppliers of business management your Sage software CD. software, to offer you a free and Free 90-day free trial of Sage Start-up easy-to-use business planning tool. accounting software. Along with your free Sage Planning for Business Sage Planning for Business will guide you step- software, you can also take advantage of a free by-step through the key things you need to 90-day trial of Sage Start-up. consider when starting a new business or in the stages of developing a newly established one; Sage Start-up is an easy-to-use day-to-day such as forecasting your cash flow or setting out accounts package specifically designed to your marketing approach. manage cash flow and invoicing for new businesses. It doesn’t matter if you’ve never It helps you put together a professional business even thought about doing accounts before, plan that you can change and review as you it’s all explained step by step. make decisions about your business. With links to useful advice and information, it’s all designed And as a new Bank of Scotland customer, when to help UK businesses get off to a great start. your free trial is coming to an end, you can opt to keep using the service at a discounted As Sage Planning for Business integrates with subscription. This offer is available at £6.99 Sage Start-up you can review your actual trading per month plus VAT. cash flow against your forecast, which will help you understand any financial difficulties. WASTE AREA (does not print)

Sage Start-up will help you to: Throughout you’ll be supported by: Manage your money in and out UK-based telephone, email of your business. and online support — call 0845 245 0259, between Handle your customers and suppliers. 9am – 5pm Monday to Friday.* Keep track of all your products Software upgrades so you’re and services. always on the latest technology. Plan your time with the business diary. For more information about Sage Monitor your business progress products available through Bank of against forecast to see if it’s on track, Scotland please contact 0845 245 0259. by linking up to your Sage Planning Sage prices quoted are correct as at for Business software at the click of March 2014. a button. *Calls will be charged at your local rate. Sage Start-up is not just an accountancy Software is licensed for use by Sage (UK) Limited package, it will also support your which is subject to the terms and conditions set out business with the latest: in the Sage Licence Agreement. Bank of Scotland makes no guarantees in relation to any Sage product and you should ensure it meets your requirements. Research, planning and analysis tools To the extent permissible in law, Bank of Scotland all in one place. is not legally responsible for any damage caused by the use of the software or services provided to you Up-to-date intelligence on by Sage (UK) Limited. 200 trades and industries, helping you understand set-up costs. Information on key business areas such as legal issues, marketing, tax, VAT and funding. Information if new to business. Information you are What to if... do Troubleshooting.

WASTE AREA (does not print) a replacement inthefollowing ways: you’veforgottenIf yourPINnumberyoucanorder I can’t remember my PIN. Management Team.Business 0845 300 0268 change inbusinesstype, nameetc)calluson changeof address, yourbusinessdetailsneedamending(changeof If myChanges to business. screen andclickonthe‘Unabletologon?’button. Internet Banking, gototheBusinessInternetBankinglogon you’re havingproblemsIf accessingyouraccountviaBusiness account. Banking myI can’t access Business Internet

branch, youcanuseourbranch locator online. branch In phone By — to help you find contact details of your your —tohelpyoufindcontactdetailsof — please calluson where wecanarrange foryoutotalkyour 0845 300 4709 .

Troubleshooting. WASTE AREA (does not print) not (does AREA WASTE WASTE AREA (does not print)

I’ve lost my Business Debit Card or Charge Card. If you’ve lost your Business Debit or Charge Card you should call UK-based Business Customer Card Services Advisers immediately on 0845 300 0344 or if you’re calling from abroad, call +44 131 454 1605. What should I do if I don’t recognise a transaction on my account? You should call our team of Business Customer Service Advisers immediately with the transaction details on 0845 300 0268. We’ll then be able to look into the item on your behalf. Please note, we may require you to sign a declaration form disclaiming your knowledge of the transaction(s) and we may need to block your account number for security purposes in cases where there is suspected unauthorised or fraudulent use of your account. and willbeabletoworkwithyoudevelopaplan. in thefirstinstance. They canfully review yourfinancialsituation Your BusinessManagement Team shouldalwaysbecontacted about financial doWho I contact problems? a receipt. accepts chipandPINtransactions, you’llbeasked tosign Where theretailer doesn’thaveanupgraded terminalthat chipaccept and PIN? shouldWhat Ido if aretailer does not

Troubleshooting. WASTE AREA (does not print) not (does AREA WASTE

All relevant bank details — account number, detailsAll bank relevant — account number, supporting any Photocopies of paperwork, sort card, policy code, or investment number. own records. the your for originals keeping

We’re here to help. So by all means tell us how us how tell means all So by help. to here We’re the think should be problem solved.you With the best the mistakes in world, will can Ifhappen. something put goes it we’ll wrong, us help do that, right as quickly as possible. To gotinformation the following you’ve sure make call when hand you to us. problems. When something goes wrong. Help with

WASTE AREA (does not print) If youare unhappywithsomethingwe’vedoneandwouldlikeIf tomake acomplaint: makeHow to acomplaint. London E14 9SR. help. Write toFinancial OmbudsmanService, SouthQuayPlaza, 183Marsh Wall, it withus, soplease take upyourconcernswithusfirstandwe’lldoallwe can to Ombudsman Servicewillonlyconsideryourcomplaintonceyou’ve triedtoresolve can asktheFinancial Ombudsman Serviceforanindependentreview. The Financial the date youfirst raised yourcomplaint, you’re dissatisfied orif withour response, you youhaveacomplaintand wehaven’tissuedourresponse withineightweeksIf from Ombudsman Service. than 10 employeesmaybeeligibletotake theircomplainttotheFinancial or balancesheetupto€2million(sterlingequivalent)andwhohavefewer Business customersthat are micro-enterprises withagroup annualturnover Taking Your Complaint Further.

holidays. To callusfrom outsidetheUK call 8pm MondaytoFriday, or9amto2pmSaturdays. We’re closedonallUK public or youcancallourBusiness Telephone Banking Centre on business days. them howyouthinkitcouldberesolved. We’ll respond toyou, usuallywithinfive make sure yourusualcontactat thebankknowsaboutyourcomplaintandtell The Manager, Scotland, Bankof customerServices, POBox 761, Leeds LS19JF. alternatively, youcanraise yourcomplaintwithCustomerServices. Write to on Textphone 0845 7323436 . +44 1315498724 0845 3000268 . You canalsocallus 7am to 7am to

Help with problems. How to make a complaint (continued). Or you can call on: 0800 023 4567 calls to this number are normally free for people ringing from a ‘fixed line’ phone – but charges may apply if you call from a mobile phone. 0300 123 9 123 calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs. These numbers may not be available from outside the UK – so from abroad call on +44 20 7964 0500. For further information visit the Financial Ombudsman Service website at: www.financial‑ombudsman.org.uk The & Markets Act 2000 sets out timescales for dealing with such complaints. To reduce inconvenience to you, we aim to reduce those timescales wherever possible. account assetoutinthetermsandconditions. your needs. The righttocanceldoesnot affect yourongoingrighttoclosethe Where possiblewewillhelp youfindanaccountfrom our range whichbetter suits exercising30 daysof yourrighttocancel. outstanding balancetogetherwithanyinterest andcharges that youoweuswithin the monieswereturn toyou. youraccountisoverdrawn If youmustrepay the receive yourrequest tocanceltheaccountandwewilldeductthesecharges from for day-to-daybusinessbankingorotherservicesthat youmayincurbefore we credit interestdue if ispaidonyouraccount. You willberequired topayanycharges We willrepay toyouanycredit balanceinyouraccounttogetherwithanyinterest products orserviceswhichrequire thisaccounttooperate willalsobecancelled. payment wereceive after youexercise yourrighttocancelwillbereturned and receiving ourletter andwewillbehappytocanceltheaccount. Any requests for Operations, Citymark, 150 Fountainbridge, EH39PEwithin14daysof do wanttocancel, Scotland, please writetousat Bankof BusinessBanking, anyrighttocancel. you When youopenanewaccountwewillinformof If mind. your Changing

Help with problems. Important information about compensation arrangements. We are covered by the Financial Services Compensation Scheme (FSCS). The FSCS can pay compensation to depositors if a bank is unable to meet its financial obligations. Most depositors — including most individuals and small businesses — are covered by the scheme. In respect of deposits, an eligible depositor is entitled to claim up to £85,000. For joint accounts each account holder is treated as having a claim in respect of their share so, for a joint account held by two eligible depositors, the maximum amount that could be claimed would be £85,000 each (making a total of £170,000). The £85,000 limit relates to the combined amount in all the eligible depositor’s accounts with the bank including their share of any joint account, and not to each separate account. For further information about the compensation provided by the FSCS (including the amounts covered and eligibility to claim) please ask at your local branch, refer to the FSCS website www.FSCS.org.uk or call the FSCS 020 7741 4100 or 0800 678 1100. Please note only compensation related queries should be directed to the FSCS. Deposits with us are held with Bank of Scotland plc. Accounts with Bank of Scotland plc include accounts with its divisions and trading names: Halifax, (IF), (BM Savings), Bank of Scotland, Bank of Scotland , Bank of Scotland Germany, Bank of Scotland The Netherlands, Bank of Scotland Treasury, Lloyds Bank St James’s Place Bank and St James’s Place . Some savings accounts under the AA Savings, Saga and Charities Aid Foundation brand names are also deposits with Bank of Scotland plc. An eligible depositor’s £85,000 limit relates to the combined amount in accounts under all of these names. If you are unsure which bank your account is held with please check your account literature or ask at your local branch.

Our service promise. If you experience a problem, we will always try to resolve it as quickly as possible. Please bring it to the attention of any member of staff. Our complaints procedures are published at bankofscotland.co.uk/businessbanking/contactus

Please contact us if you’d like this information in an alternative format such as Braille, large print or audio. If you have a hearing or speech impairment you can use Text Relay (previously Typetalk) or if you would prefer to use a Textphone, please feel free to call us on 0845 606 6114 (lines open 7am-8pm, Mon-Fri and 9am-2pm Sat). Calls may be monitored or recorded in case we need to check we have carried out your instructions correctly and to help improve our quality of service. Cardnet® is a registered trademark of Lloyds Bank plc. PhoneBank® is a registered trademark of Lloyds Bank plc. depositpoint™ is a trademark of Lloyds Bank plc. Bank of Scotland plc Registered office: The Mound, Edinburgh EH1 1YZ. Registered in Scotland No. SC327000. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. We subscribe to The Lending Code; copies of the Code can be obtained from www.lendingstandardsboard.org.uk Bank of Scotland plc is covered by the Financial Services Compensation Scheme and the Financial Ombudsman Service. (Please note that due to the schemes’ eligibility criteria not all Bank of Scotland business customers will be covered by these schemes.) The includes Bank of Scotland plc and a number of other companies using brands including Lloyds Bank, Halifax and Bank of Scotland, and their associated companies. Issue date: March 2014.

BB1/4520263-7 (03/14)