60137wZH

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60137wZH

NEED TO KNOW

Your account is up and running


Here are some of the key

features of your new account.

If you have any questions,

just call us. Our UK based

customer service advisers

can help with day-to-day tasks.

And when you’re ready, a

Business Management Team

is on hand to help move your

business forward.




Contents

Who can I contact when my business 1

needs extra help?

I need to get the most out of my 2

business account

How can my account support me as 9

my business grows?

We need some help with our account 13

Help when you need it 16


Who can I contact when my

business needs extra help?

Speak to us for help


Your Business Management

Team is here to help.


When you need answers, fast

Opportunities arise and you need decisions to

be made quickly. Our Business Management

Team understand this and they’ll respond as

soon as they can.

Available as and when you need us

Your business may need to save money or

require an overdraft or loan, you can speak

directly to your Business Management Team

over the phone to discuss the options.

Any property given as security, which may include your home, may be repossessed

if you do not keep up repayments on your mortgage or other debts secured on it.

All lending is subject to a satisfactory credit assessment and we will need your permission to

carry out a credit check on you and your business. You should not apply for an amount that you

cannot comfortably afford to repay now and in the future to avoid the possibility of legal action.

1


I need to get the most out

of my business account

Flexible and convenient banking

Your payments going in

All cheques go through a simple system called

the clearing cycle as shown on the next page.

Within two business days you’ll earn interest,

after four business days your money will be

available and after six business days the funds

from a returned cheque will not be debited.

For more details, call us on 0845 072 5555,

visit your local branch or call your Business

Management Team.

Our 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.

Getting the most out of your

card payments

We can help your business take payment

by credit or debit card in person, online and

when the cardholder is not present.

Ask about Cardnet ® , Lloyds Banking Group’s

card payment acceptance service with these

additional benefits:

• Merchant services to suit the way you

trade: face to face, remotely or online

• Wide range of card machines to

choose from

• Flexibility as your business grows

• Comprehensive online reporting

• Experienced, UK based support.

For more details call our dedicated team

on 0800 0568 669 from 9am to 5pm,

Monday to Friday.

Cardnet ® is a registered trademark of Lloyds Bank plc.

2


Day 6

The funds from a

returned cheque

will not be debited*

Day 1

Your cheque

payment goes in

6

days

Day 2

Your money will

earn interest

Day 4

Your money will

be available

* Unless you are a knowing party to fraud

3


25

If you need to make up to 25 payments in

one batch, we can arrange this.

Your payments going out

When we make a payment on your behalf,

we’ll act on your instruction when received on

a business day and before our payment cut-off

time which is detailed in our Business Banking

Payment Transactions brochure.

Our bulk payments service is a simple,

convenient and secure way to make regular

payments such as paying staff, expenses and

supplier payments. It’s ideal for businesses that

make up to 25 payments in one batch and can

be done online.

4


Standing orders are for paying out the same

amount on a regular basis, such as rent or

wages, and are cheaper and more efficient

than paying by cheque. UK Sterling Direct

Debits 1 are a cheaper, more efficient way

of making regular payments and many

companies offer discounts for paying this

way. You can cancel most Direct Debits and

standing orders immediately online, up to

the end of the business day and before your

next payment date.

Recurring transactions* are regular payments

and also known as continuous payments. They

are set up directly with the retailer and made

with your Business Debit, Credit or Charge

Card to pay for expected outgoings such as

magazine subscriptions but are not protected

by the UK Sterling Direct Debit guarantee

scheme † . To cancel a recurring transaction

it’s best to let the person you’re paying know

and give them enough notice to be able to

cancel payments or to arrange an alternative

payment method. You can also let us know

and we will advise them that you don’t want

to make any further payments.

Faster Payments is a payment service

which lets you make and receive Sterling

payments within the UK in a matter of hours,

and often minutes. Payments made through

Telephone Banking and any Internet Banking

payments which are over the limit for sameday,

will be processed overnight and will reach

the recipient’s bank the business day after the

payment instruction was received by us.

Details of same-day payment limits within

Internet Banking will be available to you at

the time you make the transaction.

You can go online to check that the sort code

you are sending a payment to can receive

Faster Payments, Bacs Credits and CHAPs

Payments. To find out more or to check a sort

code go to the payments transaction section of

our website at lloydsbank.com/businessbanking

CHAPS is an electronic, bank-to-bank payment

system that guarantees same business day

payment of cleared funds in the UK.

1

SEPA Direct Debits cannot be managed using Online for Business.

You will need to contact your creditor directly to inform them that you

wish to cancel or transfer your SEPA Direct Debit mandate.

* Recurring transactions are not covered by the UK Sterling Direct

Debit scheme.


SEPA Direct Debits cannot be cancelled or transferred for you, you will

need to advise your Creditor that you wish to cancel the mandate or

transfer your SEPA Direct Debit to your new account.

5


International services

We know a lot about doing business in

Britain and overseas. We can help with paying

and receiving foreign currency through our

International Moneymover Services. Use

our specialist trade services to reduce risk

when you’re dealing with businesses you’ve

never met. And when it comes to fluctuations

in foreign currency look at our forward

exchange contracts to fix the rate for a

date or period that suits you.

Changes in the exchange rate may increase the Sterling equivalent of

your debt. All enquiries for foreign currency accounts will be referred to

a specialist manager who will provide more information about charges

for these services upon request.

Stopping a cheque

If you ever need to stop payment on a cheque,

call us first on 0845 072 5555 and confirm

your request in writing. You’ll need to add

details of any replacement cheque you’ve

written. This must be done before the cheque

is presented for payment.

To stop a cheque, we need to know:

• The cheque number

• The amount

• The date it was issued

• Who it was made payable to.

To find out the cost of stopping a cheque,

please see the Business Banking ‘Your

account charges explained’ brochure in this

pack. Remember, stopping a cheque doesn’t

cancel your legal obligation to pay for goods

or services.

Business Charge Card payments are when

the total value of each month’s Business

Charge Card purchases is taken from

your current account by non-returnable

Direct Debit. To find out more see the UK

Sterling Direct Debits section on page

7 and your Business Charge Card terms

and conditions. Business Charge Cards

are issued subject to application to your

Business Management Team.

Payments out by cheque will usually clear

according to the process already shown, but

be aware that if another Lloyds Bank customer

pays in one of your cheques at our branch,

the money could leave your account on the

same day.

Returned cheques. If there’s not enough

money in your account to cover a cheque

you’ve written, it may be returned unpaid.

If this happens, we’ll notify you within two

business days and let you know how much

you’ll be charged.

Out of date cheques are usually only a

concern if the cheque is of a very high value.

So if you have one that’s more than six months

old, it’s worth asking the person who wrote

it to issue a new one and destroy or return

the original.

6


Cards make it easy

Debit, charge and credit cards are less bulky

and more convenient than cash and cheques.

Your Business Management Team can help

you apply for any of these cards. Business

Credit and Charge Cards carry an annual

fee of £32.

£700

You can withdraw up to £700

per day from our cash machines

36 days

Interest free credit on all

Sterling purchases

£500

Set your own limits

Business Debit Card

Offers easy payment tracking

and can save money on cash

withdrawals and the cost

of writing cheques. You can

withdraw up to £700 per day

from our cash machines.

Business Charge Card

A cost effective way of

paying for everyday business

expenses and helps cash flow

by providing up to 36 days’

interest free credit on Sterling

purchases. You can decide

how many cards to issue and

what limits to set 1 .

Business Credit Card

You can set monthly spending

limits from £500 for each

cardholder in your business

and apply for an overall

Business limit up to £10,000.

The availability of these cards and limits are subject to status.

1

SEPA Direct Debits cannot be used to settle your balance on your Business Charge Card.

SEPA Direct Debits cannot be cancelled or transferred for you. You will need to advise your Creditor that you wish to cancel the

mandate or transfer your SEPA Direct Debit to your new account.

7



We deal with any financial

difficulty sympathetically

and positively.


If you get into difficulty

We want your business to be successful.

However, there may be times throughout

your economic cycle when you need extra

support. Our approach is to work with

you and your circumstances and take the

longer term view.

Let us know as soon as possible if there’s

a problem and we’ll deal with any financial

difficulty sympathetically and positively.

We follow the Lending Code which details

how we can best work together to deal with

problems of financial difficulty. ‘A Guide to

the Lending Code’ is available – please ask

your Business Management Team for a copy.

The Lending Code can be downloaded

from the Lending Standards Board at

www.lendingstandardsboard.org.uk

or our website

lloydsbank.com/businessbanking/

lendingsupport

8


How can my account support

me as my business grows?

Additional services for running your business

Better banking

There are many ways to bank with us and we’re

never far from where you do business.

Internet banking

Internet banking gives you

24/7 control for quick and

secure financial transactions

all year round.

depositpoint TM

Make deposits quickly in

branch with depositpoint TM

or use deferred checking

to make over the counter

deposits even faster.

Telephone banking

If you prefer, telephone

banking is a flexible service

for most day-to-day needs –

speak to an adviser based

in the UK or use the

automated function.

Nightsafe

Pay in money outside of

banking hours at a time that

is convenient to you – your

account will be credited the

next working day.

Mobile Banking

You can now access your

business accounts on

the move with our new,

secure Business Mobile

Banking app*. You can also

register for our free Text

alerts service to receive

daily or weekly updates on

your account balance and

recent transactions.

*We don’t charge you for Mobile Banking but your mobile operator may charge you for certain services such as downloading or using the app,

so please check with them. Our new app requires iOS 5.0 or above, or Android 4.1 or above. Internet Banking registration required. Services may

be affected by phone signal and functionality. Use of Mobile Banking is subject to our Business Internet Banking terms and conditions.

9


Savings and investments

If you have a cash surplus, put it to the best

use possible. Choose an account that suits

your needs – whether you’re making shortterm

savings, such as saving for the next VAT

payment, or building long-term reserves.

• Instant access accounts give you the

flexibility you need for managing cashflow

and help you make the most of your

day‐to‐day surplus funds.

• Fixed term deposits guarantee a fixed

interest return on amounts over £10,000 and

are available typically overnight to one year.

• 30 Days notice – you can have instant access

to your money when 30 days notice is given.

• 32 Day Base Linked Notice Account – earn a

higher rate of interest when you don’t make

a withdrawal, with an interest rate that

tracks the Bank of England base rate.

• Clients’ accounts are suitable for any

professional practice or other business

that holds money for its clients.

To discuss which is the right one for

your business contact your Business

Management Team.

depositpoint

This allows you to make payments into your

account quickly. It’s available in most branches

and is an envelope drop service that is

designed to take a small amount of cash

and/or cheques (no receipt is issued).

As long as the envelope is posted prior to the

displayed closure time for the facility, your credit

will be in your account by the end of the day.

Immediate deposit machine

In a hurry? Then use our immediate deposit

machines to make fast cash and cheque

deposits. They’re available in most branches,

and you can pay in up to five cheques or

50 notes per transaction quickly and efficiently

using your business debit or Cashpoint ® card.

You’ll be issued with a receipt that gives a

breakdown of your transaction and shows a

copy of any cheques deposited. Cash is added

to your account straight away and funds

from cheques will be made available after a

minimum of four working days and will earn

interest after two working days.

Deferred checking

Avoid having to wait while we check your overthe-counter

deposits. To use this service place

your credit, cash and/or cheques in a sealed

plastic bag and hand it in at any branch. We’ll

then issue you with a receipt confirming you

have made the deposit. Your account will be

credited by the end of the day.

Bulk Schemes

A secure, efficient and cost effective way

to pay-in or withdraw large amounts of cash.

This service is provided in conjunction with

a bank authorised security carrier. For more

information, please speak to your Business

Management Team.

10


We need some help

with our account

Business Management Team

Can’t access your Internet

Banking account

Internet Banking is a great tool but if you

can’t access your account, go to the Internet

Banking log on screen and click on the ‘Having

problems logging on?’ button. Complete the

online form, click ‘Continue’, then follow the

on screen instructions to get back online –

please make a note of any reference number

we give you. You may be required to complete

a form and return it to us. We will confirm your

identity prior to your internet account being

reset*.

Business changes

When you need to amend your business details

(change of address, change in business type,

change of name, etc.) call 0845 072 5555 and

we’ll arrange for you to speak to your Business

Management Team.

Your PIN

It needs to be protected but it’s easily

forgotten too. Don’t worry if you have, just

call us on 0845 072 5555 or go in to your local

branch and we’ll issue you with a new one. If

you’ve lost a card, call customer card services

immediately on 0800 096 9779 or if you’re

calling from abroad, call +44 1702 278270.

And when you do get your PIN, remember

not to write it down for security reasons.

Also, we will never send you an email asking

you to reveal it.

Account aggregation

View some, or all, of the online accounts you

hold with several different banking or finance

providers. We don’t offer this service ourselves

so please be aware that if you do use an external

account aggregation service, you may be liable

for any fraud or mistakes that occur as a result.

*Occasionally we may need to carry out essential maintenance to

Online for Business, resulting in some interruption to the service.

13


Your personal and business information

This information (including your name and

address) is kept private and confidential, even

if you’re no longer a customer. It isn’t disclosed

to anyone outside Lloyds Banking Group*

except in the following cases:

• If we’re legally obliged to provide information.

• If we have a public duty to reveal information.

• If it is needed by our agents and others

involved in running accounts and services

for you or your business.

• If we or others need to investigate or

prevent crime.

• If our interests are threatened – where we

suspect fraud, for example. This will not be

used as an excuse for revealing information

about you or your accounts to anyone,

including other companies in our group for

marketing purposes.

• If you ask us to reveal the information,

or if we have your or the business

written permission.

If we’re asked to answer a query about your

financial status, we’ll make sure we have your

permission before responding.

* The Lloyds Banking Group includes companies using brands

including Lloyds Bank, Halifax and Bank of Scotland and their

associated companies. More information on the Lloyds Banking

Group can be found at lloydsbankinggroup.com

Extra security

There are a few other precautions you need

to take to protect your account.

• Regularly check your email inbox for

scams, never click on them and call us

if you are suspicious.

• Be aware of calls from fraudsters,

purporting to be from Lloyds Bank,

or other official institutions.

• Don’t tell anyone your account details

or your PIN.

• Always keep your cheque book and

card separate.

Lost and stolen business cards and cheques

If your cheque book or any cards are stolen or

passwords and any other secure information

becomes known to others, please notify us

immediately or you may be liable to cover the

costs. In some circumstances you may not

have to pay anything, however, if you have

acted fraudulently or without all reasonable

care, you will be responsible to cover all the

losses in your account.

Don’t recognise a transaction on

your account?

Call our team of UK based customer service

advisers immediately with the transaction

details on 0845 072 5555 and we’ll look into the

item on your behalf. We may require you to sign

a declaration form disclaiming your knowledge

of the transaction(s) and we might block your

account number for security purposes in cases

where there is suspected unauthorised or

fraudulent use of your account.

14


Business account rates and charges

We have a variety of business account tariffs

and try to ensure our rates and charges

remain competitive. We do our best to

make the numbers easy to follow so you can

compare them and choose the one which

suits your business need. Speak with your

Business Management Team, or look on our

website for more information.

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 on 020 7741 4100 or 0800 678 1100.

Please note only compensation-related queries

should be directed to the FSCS.

Accounts with Lloyds Bank plc include

accounts with the following: C & G Savings,

Lloyds Bank, Lloyds Bank Agriculture,

Lloyds Bank Private Banking and Worldwide

Service. An eligible depositor’s £85,000 limit

relates to the combined amount in all accounts

with Lloyds Bank plc.

This limit is applied to the total of any

deposits you have with the following:

C & G Savings, Lloyds Bank, Lloyds Bank

Agriculture, Lloyds Bank Private Banking and

Worldwide Service.

15


Help when you need it

Mistakes can happen, and if they do we’ll

put them right as quickly as possible

If something goes wrong

Help us by having the following information

to hand when you call:

• all relevant bank details – account

number, sort code, card, policy or

investment number

• photocopies of any supporting paperwork,

keeping the originals for your own records.

How to make a complaint

If you are unhappy with something we’ve done

and would like to make a complaint:

• Make sure your usual contact at the bank

knows about your complaint and tell

them how you think it could be resolved.

We’ll respond to you, usually within five

business days.

• Or you can call our Business Telephone

Banking Centre on 0845 072 5555 from 7am

to 8pm Monday to Friday, or from 9am to

2pm on Saturdays. We’re closed on all UK

public holidays. To call us from outside the

UK call +44 1733 347 338. You can also call

us on Textphone 0845 601 6909.

• Alternatively, you can raise your complaint

with Customer Services. Write to The

Manager, Lloyds Bank, Customer Services,

Correspondence Centre BX1 1LT.

16


Taking your complaint further

Business customers that are micro-enterprises

with a group annual turnover or balance sheet

of up to £2 million (Sterling equivalent) and

who have fewer than 10 employees may be

eligible to take their complaint to the Financial

Ombudsman Service.

If you have a complaint and we haven’t issued

our response within eight weeks from the

date you first raised your complaint, or if

you’re dissatisfied with our response, you

can ask the Financial Ombudsman Service

for an independent review. The Financial

Ombudsman Service will only consider your

complaint once you’ve tried to resolve it with

us, so please take up your concerns with us

first and we’ll do all we can to help. Write to

Financial Ombudsman Service, South Quay

Plaza, 183 Marsh Wall, London E14 9SR.

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 9123 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 Financial Services & Markets Act 2000

sets out timescales for dealing with such

complaints. To reduce inconvenience to

you, we aim to reduce those timescales

wherever possible.

17


Changing your mind

When you open a new account we will

inform you of any right to cancel. If you

do want to cancel, please write to us at

1 City Road East, Manchester, M15 4PU within

14 days of receiving our letter and we will be

happy to cancel the account. Any requests for

payment we receive after you exercise your

right to cancel will be returned and products or

services which require this account to operate

will also be cancelled.

We will repay to you any credit balance in

your account together with any interest due

if credit interest is paid on your account.

You will be required to pay any charges for

day-to-day banking or other services that you

may incur before we receive your request to

cancel the account and we will deduct these

charges from the monies we return to you.

If your account is overdrawn you must repay

the outstanding balance together with any

interest and charges that you owe us within

30 days of exercising your right to cancel.

Where possible we will help you find an

account from our range which better suits

your needs. The right to cancel does not affect

your ongoing right to close the account as set

out in the terms and conditions.

18




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

lloydsbank.com/businessbanking/contactus

Important Information

Your call 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.

Lloyds Bank plc. Registered Office:

25 Gresham Street, London EC2V 7HN.

Registered in England and Wales No. 2065.

Telephone: 020 7626 1500.

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

Lloyds Bank 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 Lloyds Bank business customers will

be covered by these schemes).

The Lloyds Banking Group includes

companies using brands including

Lloyds Bank, Halifax, and Bank of Scotland

and their associated companies. More

information on the Lloyds Banking Group

can be found at lloydsbankinggroup.com

Cardnet ® is a registered trademark of

Lloyds Bank plc.

depositpoint TM is a trademark of

Lloyds Bank plc.

Cashpoint ® is a registered trademark of

Lloyds Bank plc.


I’d like to talk about our business


Go to lloydsbank.com/businessbanking

Check eligibility, calculate payments, apply online


Call us on 0845 072 5555

Lines are open 7am–8pm Monday to Friday

and 9am–2pm Saturdays


Visit your local branch

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 601 6909

(lines open 7am–8pm Monday to Friday and 9am–2pm Saturdays).

BB58254 (03/14)

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