HSBC Single Trip and Annual Multi-Trip Travel Insurance Important Information

HSBC Single Trip and Annual Multi-trip Travel Insurance Important Information

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Please read this information carefully and keep it for your future reference. A policy booklet will be issued when you take out a policy; you can also view or download the full policy wording online at hsbc.co.uk.

Important Information about HSBC Explaining HSBC’s service Your travel insurance policy is provided by Aviva Insurance Limited. As an insurance intermediary HSBC UK Bank plc deals exclusively with Aviva for the purposes of your policy. Aviva will deal with the administration of your insurance (including claims). You will not receive advice or recommendations from HSBC UK Bank plc on this arrangement. No fee has been charged by HSBC UK Bank plc for arranging this contract. HSBC receives a commission from Aviva in relation to any insurance policy we arrange, which means that a percentage of the premium you pay is given to HSBC. In addition to this we may also receive additional commission dependent on the performance of our insurance business with Aviva. HSBC UK Bank plc is registered in England number 9928412. Registered Office: 1 Centenary Square, Birmingham, B1 1HQ. HSBC Bank plc and HSBC UK Bank plc are members of the HSBC Group, the ultimate parent company of which is HSBC Holdings plc. HSBC Holdings plc beneficially holds

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Travel Insurance Important Information 3

Important Information about HSBC Explaining HSBC’s service 100% of both the shares and voting power of HSBC Bank plc and HSBC UK Bank plc. Your travel insurance policy is provided by Aviva Insurance Limited. As an insurance Who regulates HSBC UK intermediary HSBC UK Bank plc deals Bank plc? exclusively with Aviva for the purposes of your HSBC UK Bank plc, 1 Centenary Square, policy. Aviva will deal with the administration Birmingham, B1 1HQ (www.hsbc.co.uk) of your insurance (including claims). You will is authorised by the Prudential Regulation not receive advice or recommendations from Authority and regulated by the Financial HSBC UK Bank plc on this arrangement. No Conduct Authority and the Prudential fee has been charged by HSBC UK Bank plc Regulation Authority. Its reference number is for arranging this contract. 765112. Its permitted business is advising on HSBC receives a commission from Aviva and arranging insurance contracts. You can in relation to any insurance policy we check this on the Financial Services Register arrange, which means that a percentage of by visiting the Financial Conduct Authority the premium you pay is given to HSBC. In website www.fca.org.uk. addition to this we may also receive additional What to do if you have commission dependent on the performance a complaint about HSBC of our insurance business with Aviva. UK Bank plc HSBC UK Bank plc is registered in England Every effort is made to ensure that high number 9928412. Registered Office: standards of service are maintained. 1 Centenary Square, Birmingham, B1 1HQ. HSBC Bank plc and HSBC UK Bank plc are However, if you need to bring any matter members of the HSBC Group, the ultimate to HSBC’s attention or wish to register a parent company of which is HSBC Holdings complaint about HSBC UK Bank plc, please plc. HSBC Holdings plc beneficially holds contact them:

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• In writing: about compensation scheme arrangements is The Manager available from the FSCS. Important Information About Service Quality Team Change of insurer HSBC UK Bank plc Your Policy Arlington Business Centre HSBC UK Bank plc may from time to time use a different insurer(s) to provide you with Important Notice – Millshaw Park Lane Information we need to Leeds LS11 0PP this product. A change of insurer(s) may take place upon the renewal date of your policy know about • By telephone: 0800 881 155 (textphone or at any other time. HSBC UK Bank plc will You must take reasonable care to provide 1800 10800 0283 516). Lines are open 9am notify you prior to any change of insurer(s) complete and accurate answers to the to 5pm Monday to Friday and advise you of any change in the policy questions the insurer asks when you take • By email: [email protected] terms. You will have the opportunity to out, make changes to, and renew your policy. To help HSBC UK Bank plc continually improve terminate this policy both before and after Please tell the insurer immediately if there are its service, and in the interests of security, your such a change becomes effective. any changes to the information set out in the communications may be monitored and/or Marketing Information Provided By You, Demands and recorded. If you cannot settle your complaint Needs Statement or on your schedule. You With your permission, the HSBC Group may with HSBC UK Bank plc, you may be entitled must also tell the insurer immediately about exchange, use, analyse and assess relevant to refer it to the Financial Ombudsman the following changes: Service. information about your relationships with • Any change to your health or the health the HSBC Group, including the nature of your Following the complaints procedure does not of anyone else the trip depends on (e.g. a transactions, to give you information about affect your right to take legal action. travelling companion, or a close relative, products (including mortgages) and services even if they are not travelling with you). Is HSBC covered by available from HSBC Group companies and Please see the Medical Declaration section the Financial Services those of selected third parties which may of your policy. Compensation Scheme interest you by telephone, post, email, secure (FSCS)? e-messaging, text messaging services and • You are travelling to a country that is not included in the area covered under your HSBC UK Bank plc is covered by the FSCS and other means. policy, other than refuelling stops that do you may be entitled to compensation from If you do not want members of the HSBC not include an overnight stay. the scheme if it cannot meet its obligations. Group to contact you about products and • You are planning a trip that is over the trip This depends on the type of business and the services which we think may be relevant to duration as shown on your policy schedule. circumstances of the claim. Insurance advising you, please either tell your HSBC branch or and arranging is covered for 90% of the contact HSBC Customer Services If you are in any doubt please call the claim with no upper limit. Further information on 03457 404 404. insurer on 0800 169 4013. When you inform them of a change, they will inform you if this affects your policy, for example whether they

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5 about compensation scheme arrangements is available from the FSCS. Important Information About Change of insurer Your Policy HSBC UK Bank plc may from time to time can accept the change and if so whether the use a different insurer(s) to provide you with Important Notice – change will result in revised terms and/or this product. A change of insurer(s) may take Information we need to premium being applied. If the information place upon the renewal date of your policy know about provided by you is not complete and accurate, or at any other time. HSBC UK Bank plc will You must take reasonable care to provide the insurer may: notify you prior to any change of insurer(s) complete and accurate answers to the and advise you of any change in the policy questions the insurer asks when you take • revise the premium and/or amend the terms. You will have the opportunity to out, make changes to, and renew your policy. medical underwriting decision(s) for any terminate this policy both before and after Please tell the insurer immediately if there are declared pre-existing medical condition(s) such a change becomes effective. any changes to the information set out in the which may result in an accepted condition being excluded, or Marketing Information Provided By You, Demands and Needs Statement or on your schedule. You • cancel your policy and refuse to pay any With your permission, the HSBC Group may must also tell the insurer immediately about claim, or exchange, use, analyse and assess relevant the following changes: • not pay any claim in full. information about your relationships with • Any change to your health or the health the HSBC Group, including the nature of your HSBC UK Bank plc and the insurer of anyone else the trip depends on (e.g. a transactions, to give you information about recommend you keep a record (including travelling companion, or a close relative, products (including mortgages) and services copies of letters) of all information provided to even if they are not travelling with you). available from HSBC Group companies and the insurer for your future reference Please see the Medical Declaration section those of selected third parties which may Renewing your insurance of your policy. interest you by telephone, post, email, secure The insurer will contact you in writing at least • You are travelling to a country that is not e-messaging, text messaging services and 21 days before your renewal date and will included in the area covered under your other means. either: policy, other than refuelling stops that do If you do not want members of the HSBC not include an overnight stay. 1. Give you an opportunity to renew your Group to contact you about products and insurance for a further year and tell you: services which we think may be relevant to • You are planning a trip that is over the trip • About any changes they are making to the you, please either tell your HSBC branch or duration as shown on your policy schedule. terms and conditions of your policy; contact HSBC Customer Services If you are in any doubt please call the on 03457 404 404. insurer on 0800 169 4013. When you inform • To review your circumstances and consider them of a change, they will inform you if this whether this insurance continues to meet affects your policy, for example whether they your needs;

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• To check that the information you have will be notified in writing at least 21 days personal information that it has received provided them with is still correct, and tell before your renewal date that the policy will from HSBC UK Bank plc as distributor and them if anything has changed; and automatically be renewed and the renewal in respect of any information that it has • The price for the next year premium will again be collected from your collected directly from you or from other specified bank account or credit/debit card. sources as set out in its Privacy Notice. If you wish to make changes at renewal please call the insurer on 0800 169 4013. The insurer will not automatically renew your • HSBC UK Bank plc, 1 Centenary Square, policy if you have contacted them to cancel Birmingham, B1 1HQ, is responsible for Or your continuous payment authority since your promotion and distribution of the Travel 2. Let you know that they are unable to renew last renewal. If this is the case they will advise Insurance product. HSBC UK Bank plc will your insurance. Reasons why this may you in your renewal letter and you will need collect and use personal information about happen include, but are not limited to, the to contact them to make payment before they you during the promotion and sale of the following: can renew your policy. product which may be provided by you but • When the product is no longer available; could also include information that we have Use of Language or previously collected about you, e.g. any Unless otherwise agreed, the contractual • When they are no longer prepared to offer information held about you as a banking terms and conditions and other information you insurance for reasons such as: customer. HSBC UK Bank plc is the data relating to this contract will be in English. - They reasonably suspect fraud; controller for this information which will be shared with Aviva as set out in its Privacy - Your claims history; Data Protection Notice. - They have changed their acceptance Privacy Notices criteria; and/or The data controllers responsible for the HSBC UK Bank plc - You are no longer eligible for cover. personal information in this notice are: Privacy Notice HSBC UK Bank plc will share your personal A cooling off period (14 days from renewal of • Aviva Insurance Limited (Aviva), as the information with Aviva to enable Aviva to the contract or the day on which you receive insurer of the Travel Insurance product, provide you with a quote, administer your your renewal documentation, whichever is the collects and uses personal information policy and manage your claims. If you make later) applies at the renewal of your insurance. about you so that they can provide you a claim, any information you give to us, or Please read ‘Your cancellation rights’ in your with a policy that suits your insurance to Aviva may be put in a register of claims policy booklet which explains how this works. needs. Some of this information may be collected directly from you and some may database and it may be shared with other Continuous Renewal Payment Authority – be collected from other sources including insurers to prevent fraudulent claims. e.g. Credit/Debit Cards HSBC UK Bank plc, for, example, during the Please read an overview of our Privacy Notice Where the insurer has offered you renewal sale of the policy. Aviva Insurance Limited below. You can access the full privacy notice terms and you select or have selected a is the data controller in respect of your www.hsbc.co.uk. continuous premium payment method, you

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will be notified in writing at least 21 days personal information that it has received This provides an overview of: before your renewal date that the policy will from HSBC UK Bank plc as distributor and • the types of information we collect about automatically be renewed and the renewal in respect of any information that it has you premium will again be collected from your collected directly from you or from other • how we collect and use it specified bank account or credit/debit card. sources as set out in its Privacy Notice. • who we might share it with The insurer will not automatically renew your • HSBC UK Bank plc, 1 Centenary Square, • the steps we’ll take to make sure it stays policy if you have contacted them to cancel Birmingham, B1 1HQ, is responsible for private and secure. your continuous payment authority since your promotion and distribution of the Travel last renewal. If this is the case they will advise Insurance product. HSBC UK Bank plc will We’ll also explain your rights to your you in your renewal letter and you will need collect and use personal information about information. This is just an overview of some to contact them to make payment before they you during the promotion and sale of the key points. A full description is contained in the can renew your policy. product which may be provided by you but privacy notice which you can obtain by visiting could also include information that we have www.hsbc.co.uk or by calling 03457 404 404 Use of Language previously collected about you, e.g. any and we will send you one. Unless otherwise agreed, the contractual information held about you as a banking Who we are terms and conditions and other information customer. HSBC UK Bank plc is the data relating to this contract will be in English. When we say ‘we’, we mean HSBC UK Bank controller for this information which will be plc, which is part of the HSBC group of shared with Aviva as set out in its Privacy Data Protection companies, 1 Centenary Square, Birmingham, Notice. Privacy Notices B1 1HQ, who is the ‘data controller’ for the information in this overview. This means we’re The data controllers responsible for the HSBC UK Bank plc responsible for deciding how we can use your personal information in this notice are: Privacy Notice information. • Aviva Insurance Limited (Aviva), as the HSBC UK Bank plc will share your personal insurer of the Travel Insurance product, information with Aviva to enable Aviva to The information we collect provide you with a quote, administer your collects and uses personal information We collect information about you from policy and manage your claims. If you make about you so that they can provide you different places including: a claim, any information you give to us, or with a policy that suits your insurance • directly from you needs. Some of this information may be to Aviva may be put in a register of claims • from a third party acting on your behalf collected directly from you and some may database and it may be shared with other e.g. an intermediary or broker be collected from other sources including insurers to prevent fraudulent claims. • from other HSBC companies HSBC UK Bank plc, for, example, during the Please read an overview of our Privacy Notice sale of the policy. Aviva Insurance Limited below. You can access the full privacy notice • from publicly available sources is the data controller in respect of your www.hsbc.co.uk. • when we generate it ourselves • from other organisations.

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We’ll only collect your information in line with Who we can share your information with protection for personal information. When we relevant regulations and law and this may relate We may share your information with other do this, we’ll ensure an appropriate level of to any of our products or services you apply for, companies we work in partnership with and protection is maintained currently hold or have held in the past. other HSBC Group members. We may also Your rights You’re responsible for making sure you give share your information with others outside of You have a number of rights relating to your us accurate and up to date information. If you the HSBC group including regulators (e.g. the information e.g. to see what we hold, to ask us provide information for another person on your Financial Conduct Authority), insurers, other to share it with another party, ask us to update policy, you’ll need to, direct them to the privacy banks, brokers, agents as well as credit reference incorrect or incomplete details, to object to or notice and make sure they agree to us using it and fraud prevention agencies. restrict processing of it etc. for the purposes set out in the privacy notice. Sensitive information For a fuller statement of your rights and how How we’ll use your information When you apply for insurance, you may need to complain if you’re unhappy with anything We’ll use it to provide you with any products to give us sensitive health information if the you think we are doing, please see the full and services you’ve requested and other insurer needs this to give you a quote. We will privacy notice. purposes including for example: keep this information secure and process it in More information • to confirm your identity and address accordance with relevant laws and regulations. If you’d like more details about anything Where appropriate, we will ask for consent to • to understand how you use any other covered in this summary, please see our full collect and use this information. accounts, products or services you hold Privacy Notice you can view or download a with us accounts How long we’ll keep your information copy by visiting www.hsbc.co.uk or if you • to carry out your instructions We’ll keep your information for as long as prefer paper, give us a call on 03457 404 404 • to improve our products and services you have a relationship with us. After it ends and we’ll send you one in the post. we’ll keep it where we may need it for our • to offer you other services we believe may Aviva Privacy Notice legitimate purposes, to help us respond to benefit you unless you’ve asked us not to. queries or complaints, or for other legal and In this section “we”, “us” or “our” means We’ll only use your information where we’re regulatory reasons, including for example, Aviva Insurance Limited. allowed to by law, including for example, fighting fraud and financial crime and This notice explains the most important aspects carrying out an agreement we have with you, responding to requests from regulators. of how Aviva use your information but you can fulfilling a legal obligation, because we have get more information about the terms used Transferring your information overseas a legitimate business interest or where you and view the full privacy policy at: www.aviva. agree to it. Your information may be transferred and co.uk/privacypolicy or request a copy by writing We may use automated systems to help us as stored in countries outside the European to: Aviva, Freepost, Mailing Exclusion Team, carry out fraud and money laundering checks. Economic Area (EEA), including some that Unit 5, Wanlip Road Ind Est, Syston, Leicester, may not have laws offering the same level of LE7 1PD

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Who we can share your information with protection for personal information. When we Personal information Aviva collects and We may share your information with other do this, we’ll ensure an appropriate level of how we will use it companies we work in partnership with and protection is maintained Aviva will use your personal information: - other HSBC Group members. We may also Your rights • to provide you with insurance: we need share your information with others outside of You have a number of rights relating to your this to decide if we can offer insurance to the HSBC group including regulators (e.g. the information e.g. to see what we hold, to ask us you and if so on what terms and also to Financial Conduct Authority), insurers, other to share it with another party, ask us to update administer your policy, handle any claims banks, brokers, agents as well as credit reference incorrect or incomplete details, to object to or and process renewals, and fraud prevention agencies. restrict processing of it etc. • to support legitimate interests that we have Sensitive information For a fuller statement of your rights and how as a business: we need this to manage When you apply for insurance, you may need to complain if you’re unhappy with anything arrangements we have with reinsurers, to give us sensitive health information if the you think we are doing, please see the full for the detection and prevention of fraud insurer needs this to give you a quote. We will privacy notice. and to help them better understand their keep this information secure and process it in customers and improve their customer More information accordance with relevant laws and regulations. engagement (this includes, customer If you’d like more details about anything Where appropriate, we will ask for consent to analytics and profiling), covered in this summary, please see our full collect and use this information. • to meet any applicable legal or Privacy Notice you can view or download a regulatory obligations: we need this to How long we’ll keep your information copy by visiting www.hsbc.co.uk or if you meet compliance requirements with We’ll keep your information for as long as prefer paper, give us a call on 03457 404 404 their regulators (e.g. Financial Conduct you have a relationship with us. After it ends and we’ll send you one in the post. Authority), to comply with law enforcement we’ll keep it where we may need it for our Aviva Privacy Notice and to manage legal claims; and legitimate purposes, to help us respond to • to carry out other activities that are in the queries or complaints, or for other legal and In this section “we”, “us” or “our” means public interest: for example, we may need regulatory reasons, including for example, Aviva Insurance Limited. to use personal information to carry out fighting fraud and financial crime and This notice explains the most important aspects anti-money laundering checks. responding to requests from regulators. of how Aviva use your information but you can get more information about the terms used As well as collecting personal information Transferring your information overseas and view the full privacy policy at: www.aviva. about you, Aviva a may also use personal Your information may be transferred and co.uk/privacypolicy or request a copy by writing information about other people, for example stored in countries outside the European to: Aviva, Freepost, Mailing Exclusion Team, family members you wish to insure on a Economic Area (EEA), including some that Unit 5, Wanlip Road Ind Est, Syston, Leicester, policy. If you are providing information about may not have laws offering the same level of LE7 1PD another person Aviva expect you to ensure

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that we know you are doing so and are provide the information we need we may not our customers. After the automatic decision content with their information being provided be able to proceed with your application or any has been made, you have the right to speak to them. You might find it helpful to show claim you make. to someone who may review the decision and them this privacy notice and if we have any Some of the information we collect as part of provide a more detailed explanation. If you concerns please contact Aviva in one of the this application may be provided to us by a wish to invoke this right please contact us at ways described below. third party including HSBC UK Bank plc. This [email protected] or call us on 0800 299 399. The personal information we collect and use may include information already held about How we share your personal information will include name, address, date of birth, and you within the Aviva group, including details with others financial information. If a claim is made Aviva from previous quotes and claims, information Aviva may share your personal information: - will also collect personal information about obtained from publicly available records, • With the Aviva group, their agents and the claim from you and any relevant third Aviva’s trusted third parties and from industry third parties who provide services to them, parties. We may also need to ask for details databases, including fraud prevention agencies HSBC UK Bank plc and other insurers (either relating to the health or any unspent offences and databases. directly or via those acting for the Aviva or criminal convictions of you or somebody Automated decision making such as travel administration companies, else covered under your policy. We recognise We carry out automated decision making to loss adjusters or investigators) to help Aviva that information about health and offences decide whether we can provide insurance to administer their products and services; or criminal convictions is particularly sensitive you and on what terms. In particular, we use information. Where appropriate, we will ask • With regulatory bodies and law an automated underwriting engine to process for consent to collect and use this information. enforcement bodies, including the the personal information you provide as part police, e.g. if we are required to do so to If Aviva need your consent to use personal of this application process. This will include comply with a relevant legal or regulatory information, we will make this clear to you information such as, address, age and any obligation; when you complete an application or submit medical conditions of the policyholder and a claim. If you give Aviva consent to using • With other organisations including insurers, any other travellers. The automated engine personal information, you are free to withdraw public bodies and the police (either directly may validate the information you provide this at any time by contacting them in one of or using shared databases) for fraud against third party databases, including the ways described below. Please note that if prevention and detection purposes; public databases. We do this to calculate the consent to use information is withdrawn we • With reinsurers who provide reinsurance insurance risk and how much the cover will may not be able to continue to provide the services to Aviva and for each other. cost you. Without this information we are policy or process claims and we may need to Reinsurers will use your data to decide unable to provide a price that is relevant to cancel the policy. whether to provide reinsurance cover, your individual circumstances and needs. We assess and deal with reinsurance claims Of course, you don’t have to provide us with regularly check the way our underwriting and to meet legal obligations. We will keep any personal information, but if you don’t engine works to ensure we are being fair to your data for the period necessary for these

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provide the information we need we may not our customers. After the automatic decision purposes and may need to disclose it to be able to proceed with your application or any has been made, you have the right to speak other companies within their group, their claim you make. to someone who may review the decision and agents and third party service providers, Some of the information we collect as part of provide a more detailed explanation. If you law enforcement and regulatory bodies this application may be provided to us by a wish to invoke this right please contact us at Some of the organisations Aviva share third party including HSBC UK Bank plc. This [email protected] or call us on 0800 299 399. information with may be located outside of may include information already held about How we share your personal information the European Economic Area (“EEA”). We will you within the Aviva group, including details with others always take steps to ensure that any transfer from previous quotes and claims, information of information outside of Europe is carefully Aviva may share your personal information: - obtained from publicly available records, managed to protect your privacy rights. For • With the Aviva group, their agents and Aviva’s trusted third parties and from industry more information on this please see Aviva’s third parties who provide services to them, databases, including fraud prevention agencies Privacy Policy or contact us in one of the ways HSBC UK Bank plc and other insurers (either and databases. described below. directly or via those acting for the Aviva Automated decision making such as travel administration companies, How long we keep your personal We carry out automated decision making to loss adjusters or investigators) to help Aviva information for decide whether we can provide insurance to administer their products and services; Aviva maintain a retention policy to ensure you and on what terms. In particular, we use • With regulatory bodies and law we only keep personal information for as long an automated underwriting engine to process enforcement bodies, including the as we reasonably need it for the purposes the personal information you provide as part police, e.g. if we are required to do so to explained in this notice. Aviva need to keep of this application process. This will include comply with a relevant legal or regulatory information for the period necessary to information such as, address, age and any obligation; administer your insurance and deal with claims medical conditions of the policyholder and and queries on your policy. Aviva may also • With other organisations including insurers, any other travellers. The automated engine need to keep information after our relationship public bodies and the police (either directly may validate the information you provide with you has ended, for example to ensure we or using shared databases) for fraud against third party databases, including have an accurate record in the event of any prevention and detection purposes; public databases. We do this to calculate the complaints or challenges, carry out relevant • With reinsurers who provide reinsurance insurance risk and how much the cover will fraud checks, or where we are required to do services to Aviva and for each other. cost you. Without this information we are so for legal, regulatory or tax purposes. Reinsurers will use your data to decide unable to provide a price that is relevant to whether to provide reinsurance cover, Your rights your individual circumstances and needs. We assess and deal with reinsurance claims You have various rights in relation to your regularly check the way our underwriting and to meet legal obligations. We will keep personal information, including the right to engine works to ensure we are being fair to your data for the period necessary for these request access to your personal information,

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correct any mistakes on our records, erase You should show these notices to anyone Aviva Insurance Limited. Registered in Scotland, or restrict records where we are no longer who has an interest in the insurance under No. 2116. (Registered Office: Pitheavlis, Perth required, object to use of personal information the policy. PH2 0NH) and our firm's reference number is based on legitimate business interests, ask not Telephone call charges and 202153. You may check this information and to be subject to automated decision making if recording obtain further information about how the the decision produces legal or other significant Financial Conduct Authority protect you by effects on you, and data portability. For more Calls to 0800 numbers from UK landlines visiting www.fca.org.uk. details in relation to your rights, including how and mobiles are free. The cost of calls to 03 prefixed numbers are charged at national How do I make a to exercise them, please see the full privacy complaint to Aviva? policy for Aviva Insurance Limited, which can call rates (charges may vary dependent be obtained in the way described above. on your network provider) and are usually We hope that you will be very happy with the included in inclusive minute plans from service that we provide. However, if for any Contacting us landlines and mobiles. To help us continually reason you are unhappy with it, we would like If you have any questions about how Aviva use improve our service, and in the interests of to hear from you. In the first instance, please personal information, or if you want to exercise security, we may monitor and/or record your telephone the Customer Services helpline on your rights stated above, please contact our calls with us. 0800 169 4013. Data Protection Officer by either emailing them Choice of Law Aviva services fall within the scope of the at: [email protected] or writing to them at Financial Ombudsman Service. If you have The law of England and Wales will apply to Aviva, Level 4 Pitheavlis, Perth, PH2 0NH complained to us and we have been unable this contract unless: If you have a complaint or concern about how to resolve your complaint, you may be entitled Aviva or use your personal information, please • you and the insurer agree otherwise; or to refer it to this independent body. Following contact us in the ways described above in the • at the date of the contract you are a resident of the complaints procedure does not affect your first instance and we will attempt to resolve (or, in the case of a business, the registered right to take legal action. Please refer to your the issue as soon as possible. You also have the office or principal place of business is policy booklet for full details on the complaints right to lodge a complaint with the Information situated in) Scotland or Northern Ireland in procedure and postal addresses for written Commissioners Office at any time. which case (in the absence of agreement complaints. Fraud Prevention and to the contrary) the law of that country will If you have taken a product out with us online Detection apply. or by telephone, you can also use the European Commission’s Online Dispute Resolution (http:// In order to prevent and detect fraud HSBC Aviva’s Regulatory Status ec.europa.eu/odr) service to make a complaint. UK Bank plc and the insurer may at any time We are authorised by the Prudential Regulation share information about you with other Authority and regulated by the Financial organisations and public bodies including the Conduct Authority and the Prudential police. Regulation Authority. We are registered as

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You should show these notices to anyone Aviva Insurance Limited. Registered in Scotland, The purpose of this platform is to identify a who has an interest in the insurance under No. 2116. (Registered Office: Pitheavlis, Perth suitable Alternative Dispute Resolution (ADR) the policy. PH2 0NH) and our firm's reference number is provider and we expect that this will be the Telephone call charges and 202153. You may check this information and Financial Ombudsman Service. Please be aware recording obtain further information about how the that the Financial Ombudsman Service will Financial Conduct Authority protect you by only be able to consider your complaint after Calls to 0800 numbers from UK landlines visiting www.fca.org.uk. we have had the opportunity to consider and and mobiles are free. The cost of calls to resolve it. 03 prefixed numbers are charged at national How do I make a call rates (charges may vary dependent complaint to Aviva? Would I receive on your network provider) and are usually We hope that you will be very happy with the compensation if Aviva included in inclusive minute plans from service that we provide. However, if for any were unable to meet its landlines and mobiles. To help us continually reason you are unhappy with it, we would like liabilities? improve our service, and in the interests of to hear from you. In the first instance, please Aviva are protected by the Financial Services security, we may monitor and/or record your telephone the Customer Services helpline on Compensation Scheme (FSCS). You may be calls with us. 0800 169 4013. entitled to compensation from this scheme if Choice of Law Aviva services fall within the scope of the we cannot meet our obligations, depending on Financial Ombudsman Service. If you have the type of insurance and the circumstances of The law of England and Wales will apply to complained to us and we have been unable your claim. this contract unless: to resolve your complaint, you may be entitled • you and the insurer agree otherwise; or to refer it to this independent body. Following • at the date of the contract you are a resident of the complaints procedure does not affect your (or, in the case of a business, the registered right to take legal action. Please refer to your office or principal place of business is policy booklet for full details on the complaints situated in) Scotland or Northern Ireland in procedure and postal addresses for written which case (in the absence of agreement complaints. to the contrary) the law of that country will If you have taken a product out with us online apply. or by telephone, you can also use the European Aviva’s Regulatory Status Commission’s Online Dispute Resolution (http:// ec.europa.eu/odr) service to make a complaint. We are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. We are registered as

AV383232_CTRTG9220_0220.indd 13 1/10/20 10:57 AM www.hsbc.co.uk Issued by HSBC UK Bank plc.

HSBC UK Bank plc, Customer Information: PO Box 6201, Coventry, CV3 9HW

This insurance is underwritten by 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 the Prudential Regulation Authority.

AV383232_CTRTG9220_0220.indd 4 1/10/20 10:57 AM