Banking made easy Effective from 16 September 2016 2 Welcome This guide explains how your account works. It takes you through the ways you may be able to access your account, make payments and keep both your finances and information safe. Not all of the services mentioned apply to all types of accounts. Accessing your account page 3 Making payments page 6 Payments by cheque page 10 Protecting your information page 11 Additional information page 14 Important information page 15 To find out more: Account contact numbers Click www.hsbc.co.uk HSBC Premier From the UK: 03457 707 070 Call 03457 404 404* From abroad: +44 1226 260 260 From abroad: +44 1226 261 010 HSBC Advance Textphone 03457 125 563 From the UK: 03457 404 404 Visit your local branch From abroad: +44 1226 261 010 * See Important information at the back of this leaflet. Channel Islands/Isle of Man accounts From the UK: 03456 006 161 (8am to 10pm) Customer service centre: 8am to 10pm (open 24-hours for Advance customers) Automated service: open From abroad: +44 1226 261 010 (8am to 10pm) 24-hours Telephone calls will be put through to our Textphone for all accounts Automated Service. Textphone calls will be put through From the UK: 03457 125 563 to our Customer Service Centre. From abroad: +44 207 088 2077 3 Easy access to your account Online } Paying-in machines – These machines See your accounts in one place, view your allow you to conveniently deposit cheques, statements, make payments, transfer bank notes and, in some branches, coins. funds, view and cancel Direct Debits and You’ll receive a handy acknowledgement Standing Orders. To register for Online receipt once you’re done. Banking, visit hsbc.co.uk and follow the } Express Bank machines (where instructions. available in branch) – Use these By phone machines to view your accounts, pay bills when the recipient is already set up Check your account, transfer money or on your account, transfer money, check pay your HSBC Credit Card by using our balances, print statements, change automated 24-hour telephone service, Standing Orders and cancel Direct Debits. provided you have a touch-tone telephone. They’re perfect when you’re in a hurry. You can also speak with a member of our team using the numbers listed on page 2. } You can also pay cash into your account(s) over the counter at one of our On your mobile branches (where available), or if you have You can use the HSBC Mobile Banking a card issued by us, at one of our self- App to: service machines that allows payments } make Bill Payments to people in the UK to be made into your account(s). You must complete a paying- in slip to do } transfer money between your HSBC this. You must not send cash to us by accounts, and post. If you do not have a card issued by } view selected account balances us you may still be able to pay cash into your account(s) at one of our self-service In branch machines – please ask a member of staff Visit one of our branches, we’re always for assistance with this. happy to help. Call us to arrange an Cash machines appointment if you’d like to discuss your banking needs face-to-face. For speed and Use an HSBC cash machine in the UK to convenience, most branches also offer: withdraw cash, check your account balance, top up your mobile phone, pay your credit card bill, get a mini-statement or change your PIN. You can also withdraw cash, up to your daily card limit, from cash machines worldwide wherever Visa is accepted. 4 Paying for goods and services Future Dated Bill Payments, Our plastic debit cards can be used Standing Orders and Direct Debits wherever Visa is accepted – with some of Future dated Bill Payments, Standing our cards you can also make contactless Orders and Direct Debits will be payments. You can use your debit card in processed in the early hours of the person or remotely by phone, fax, mail morning of the day that they are due to order or online. be paid. You should ensure that sufficient funds or a covering overdraft are available Recurring Transactions to make these payments by 00.01am on A recurring transaction, sometimes the day they are due. called a continuous payment authority, If the account has an insufficient available is a series of payments collected with balance at this time, then you have until your agreement from your debit card 3.30pm to pay-in cleared funds. We will by a retailer or supplier (for example, then make this payment if your account insurance cover). This is an agreement has a sufficient available balance at between you and the retailer. The Direct 3.30pm. Debit Guarantee does not cover these transactions. If you wish to cancel a For future dated Bill Payments due for recurring transaction you can do this payment on a non-working day, if there with the retailer or us. If you contact the isn’t a sufficient available balance in your retailer you will also be able to deal with account in the early hours of the morning, the agreement you have with them and you have until 3.30pm on the next working you can make other arrangements for day to ensure there is a sufficient available payment or cancellation of the goods or balance in your account to cover the services. If you cancel with the retailer, payment. we recommend you keep evidence of the cancellation. Once you have cancelled with the retailer or us, if the retailer does try to collect any future payments under the recurring transaction agreement, we will treat these as unauthorised. If we miss any of the cancelled transactions, please contact us. 5 Payments you make by cheque Services available at Post Office® You must ensure you have sufficient branches funds in your account before making a You can withdraw cash, pay in cash and payment by cheque. If, at the start of the check your current account balance at Post day on which the cheque is presented for Office® branches in the UK using your payment, there are insufficient cleared plastic card (excluding savings cards and funds in your account, we’ll still make the credit cards). You can also pay in cheques. payment as long as you pay sufficient You must have a card PIN to be able to cleared funds into your account before use your card at Post Office® branches. 3:30pm. You need to tell us you’ve done Cash withdrawals at Post Office® this. If you don’t tell us, the cheque may branches will be deducted from your daily be returned unpaid. You’ll need to contact card withdrawal limit. Cheques deposited us to check whether the person you made at Post Office® branches must have a pre- the cheque payable to may re-present it to printed HSBC paying in slip enclosed and try to obtain payment. There is no fee for will take longer to reach your account than cheques being returned unpaid. those paid in at HSBC branches. Cheque Cashback Deposit envelopes are available from Post Office® branches. Many retailers offer cashback of up to £100 (if the funds are available in your In certain circumstances, at our discretion, account or you have a covering overdraft) we may offer a cheque encashment when paying for goods with your plastic service at Post Office® branches to Visa debit card. customers who are unable to use a Chip and PIN card. Please contact us for further information regarding this service. We may withdraw this service at any time based on account conduct. 6 Making payments As well as withdrawing cash from your account, you can select from a wide range of payment methods to suit your personal needs. Payment type How to make a Cut-off time Can a payment be sent payment on a future date and can a future payment be cancelled? Paying in cash Over the counter Cut-off times N/A or at one of are displayed Pay cash into an account our paying-in on paying-in at any of our branches. machines. machines. Bill Payments Online Banking, 11.45pm for Bill Yes. You can also cancel telephone Payments made the payment through Payments made in Sterling banking, HSBC through the Online Banking, telephone from your account, to the Mobile Banking faster payments banking or Express Bank account of a person or App (for existing service. machines up to 11.45pm organisation in the UK, beneficiaries only) the day before we send the Channel Islands and Isle and Express Bank 3.30pm for other payment. of Man. machines. Bill Payments. Most Bill Payments are made through the faster payments service. Standing Orders Online Banking, For Online Yes. You can also cancel telephone banking Banking and a future payment through A regular payment made or in branch. telephone Online Banking, telephone to a person or business in banking, two banking, Express Bank the UK. days before first machines or in branch. payment. You must cancel in branch or using an Express Bank In branch or machine by the end of the by post, end working day before the of working day payment is to be made before the first or via Online Banking or payment. telephone banking before 11pm the day before the payment is to be made. 7 Payment type How to make a Cut-off time Can a payment be sent payment on a future date and can a future payment be cancelled? Internal transfers Online Banking, 11.45pm.