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GETTING STARTED
GUIDE
Ultimate
Reward
Current
Account

2
Your new account comes
stacked with benefits…
Your money’s really important, so
why settle for second best? The Halifax
Ultimate Reward Current Account is our
top-of-the-range current account that
brings you great value with benefits.
Your account comes fully equipped
with a great range of benefits like
travel insurance, AA Breakdown
Cover, mobile phone insurance, home
emergency cover and card protection.
To find out more see PAGE 4
Up to £300 fee-free overdraft
Enjoy a fee-free planned overdraft of up
to £300 with this account. Overdrafts
are subject to status, so you need to be
aware you may not get the full £300.
All of this from only £10 a month
The Ultimate Reward Current Account
will cost you £10 a month if you pay in
£1,000 or more in the previous calendar
month. If you pay in less than £1,000
in the previous calendar month, the
monthly fee will be £15.
Halifax Rewards
Exclusive offers for our current account
customers. To find out more see PAGE 16
Welcome to our
award-winning
Ultimate Reward
Current Account

Contents
Your benefits at a glance
Getting started
Switch your account
Our easy to understand overdrafts
Your Halifax Visa debit card
Paying money in and taking money out
Managing your account
Commission-free travel money
International payments
Halifax Rewards
Introduction to your benefits
Worldwide multi-trip family travel insurance
AA Breakdown Cover
Mobile phone insurance
Home emergency cover
Card protection
Identity theft assistance
Important information
Bank account terms and conditions
Our contact details
A helping hand...
Look out for highlighted page numbers,
which will help direct you to all the
important terms and conditions of
your account
PAGE 25 – Example
see page
Important numbers...
A card containing all your
important emergency contact
numbers is on the inside back
cover of this booklet.
4
7
8
9
11
12
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15
16
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18
21
23
25
27
29
30
32
92
Welcome
3

4
Your benefits at a glance
We use a range of third party providers for the benefits. As with all insurance some
exclusions and excesses apply.
Travel
insurance
Car
breakdown
cover
Mobile
phone
insurance
Home
emergency
cover
Card
protection
Key benefits
• Family cover
• Worldwide travel
• Multi-trip
• Covers winter sports and golf trips
• Includes personal belongings, medical emergency and repatriation, legal advice and
expenses, personal accident and personal liability.
• Roadside assistance
• Home Start
• Customer covered, not the car
• Accident management.
• One phone per account holder, maximum of two for joint accounts
• Repair or replacement phone up to a maximum original cost or value of £2,000
• Covers loss, theft, accidental damage, breakdown, water damage.
• Helps to make your home safe or secure
• Avoids damage or more damage to your home
• Restores utilities to your home if they have failed.
• Covers all financial cards – one call and we can cancel everything
• If your bag, wallet, or purse is lost or stolen with your cards in it, you will be
able to claim towards replacing them.

How to make a claim – Your account benefits are there to help and protect you
both at home and abroad. So if you need to make a claim, you’ll find details about
how to do this on the individual benefits pages that follow.
Main exclusions Action
needed
• Cover ceases on your 71st birthday (65th for winter sports cover)
• Pre-existing medical conditions must be declared
• The maximum trip duration is 31 days
• Children need to be under 16 (or under 23 and in full-time education)
• Children are not covered for independent travel
• Winter sports; maximum 24 days’ cover in any 12-month period
• Not valid for trips in the UK except for trips with pre-booked accommodation
for a minimum of three days.
• Service is only available within the UK, Channel Islands and Isle of Man
• Maximum of five call-outs per 12-month period (seven for a joint account) and not
covered for same or similar causes of breakdown to that which the AA attended
within the previous 28 days
• Does not provide for any vehicle following an accident.
• Covers your phone for up to £2,000 against theft or loss anywhere in the world
• Any theft, loss or damage to your phone:
− while it is in an unattended motor vehicle, unless it is completely hidden from
view within a locked glove compartment, locked boot or other locked internal
compartment and the vehicle is fully locked and secured
− where it has been left unattended in a public place or a place to which the public
has regular access
− where it has been passed to someone else
• If phone is lost or stolen, you must notify the police and your airtime provider
within 24 hours of discovering the incident
• You must register your claim within 48 hours of discovering the incident
• A maximum of two successful claims per 12-month period.
• Any claim if your home is unoccupied for over 60 days
• Any loss where you did not contact us to arrange repairs
• Any fault that you or any member of your family knew or should have known
about when you took out your Ultimate Reward Current Account.
• A cardholder using a card not in accordance with the card issuer’s terms
and conditions
• A loss or theft that you do not report to us within 24 hours of discovery.
Yes
see page 6
for
important
information
No
Yes
No
Yes
Key information
5

6
Worldwide multi-trip
family travel insurance
You need to let us know if you answer yes to any of the following questions as this affects your policy and
you may not be covered.
To see if your cover can be extended for a pre-existing condition please call 08451 24 14 00 or log onto
www.halifax.co.uk/ultimate-benefits and click onto medical screening.
Have you or your family (those covered by the policy)
during the last year:
• Stayed in hospital, had surgery or seen a specialist or consultant?
• Had, or are waiting for, any medical or blood tests?
• Been prescribed medication for the treatment of a blood-pressure problem or diabetes
or both?
Have you or your family (those covered by the policy) ever:
• Had a stroke, heart attack or a heart-related condition, including angina?
• Been diagnosed with, or treated for, any malignant condition or any type of cancer?
• Been treated for a breathing condition?
• Been aware of any condition that could reasonably be expected to affect your or their
health during the insurance period?
Yes No
If we extend the cover under your policy to include any pre-existing medical conditions, we may charge an
additional premium.

Getting started
Want to get the most out of your account? Just follow these simple steps…
1 Phone
us now on 08451 24 14 00 and we can register your debit cards,
credit cards, mobile phone and any pre-existing medical conditions.
Or go online to www.halifax.co.uk/ultimate-benefits
For your worldwide
multi-trip family
travel insurance
If you’ve any
pre-existing medical
conditions, you
need to let us know.
Call the number
above or click
www.halifax.co.uk/
ultimate-benefits
and click onto
medical screening.
See PAGE 18
for more detail.
2 Switch
3 Register
For your mobile
phone insurance,
let us know the
make and model
of your phone,
the IMEI number
and your account
number and sort
code.
See PAGE 23
for more detail.
For your card
protection, please
have with you all the
cards you want to
register – along with
your passport and
driving licence.
See PAGE 27
for more detail.
your regular payments to us, including direct debits and
standing orders. If you’d like us to help, just call our Switching Team
on 08456 02 52 93. They’re available Monday to Friday 8am–8pm and
Saturday 8am–4pm. For more on switching – PAGE 8
for online banking. It’s quick, easy and secure. Make sure
you have your account number and sort code to hand and go to
www.halifax.co.uk/register
For more on online banking – PAGE 13
Your account explained
7

8
Switch your account
Switch your account the easy way –
pop into your nearest branch
If you have a current account with
another bank, the idea of moving it
might seem daunting. But rest assured,
our dedicated Switching Team will
take care of things for you. So, if you
haven’t already made the move, switch
to us now.
Just sign two forms
Our dedicated Switching Team will
arrange the transfer of your regular
payments like your salary, pension or
tax credits to your new Halifax current
account including your direct debits
and standing orders. We’ll do this by
contacting your existing bank and any
companies that make payments to you.
All you need to do is to sign two forms
and the team will do the rest.
Fee-free overdraft for the first
three months
While your switch is taking place we
offer a fee-free planned overdraft,
subject to status, for the first three
months to help you cover payments
that need to be made.
We’ll tell you when your fee-free
overdraft will start and end. After your
fee-free period our daily overdraft
fees will apply. We’ve kept these
simple, so you’ll always know exactly
how much an overdraft costs you.
For more information on our daily
fees see PAGE 9
Our Switching Team will aim to
complete your switch within one
month. We’ll keep in touch throughout
the process. And you can contact the
team if you have any questions along
the way. Just call 08456 02 52 93. Lines
are open Monday to Friday 8am–8pm
and Saturday 8am–4pm.
The easiest way to switch your account
to us is to visit your local branch.
Or call us on 08457 20 30 40 or visit
www.halifax.co.uk/switchnow

Our easy-to-understand
overdrafts
Overdrafts are handy things – especially when unexpected expenses crop up or if
everyday expenses leave you a little short just before payday.
Our overdrafts are easy to understand and manage. We charge a fixed daily fee when
you use it – so you can see exactly what you’re paying. No tricky percentages to
work out.
We don’t charge any extra fees if you go overdrawn either – just the daily fee. And
if you bring your account back into credit by the end of the same day, you won’t
even pay that. Whether you use a planned or unplanned overdraft will determine
the daily fee you pay.
For an explanation of overdraft terms please see our overdraft glossary on the
next page.
Here’s how it all works…
If you… then we’ll charge you…
use a planned overdraft up to and including £300 £0
use a planned overdraft from £300.01 up to and including
£1,999.99
£1 a day
use a planned overdraft between £2,000 and £2,999.99 £2 a day
use a planned overdraft of £3,000 and over £3 a day
use an unplanned overdraft £5 a day
Representative example
So if you use a planned overdraft of £1,200, then we’ll charge you £1 a day
when you use it.
Whether you can have an overdraft and the amount available will depend upon
your personal circumstances at the time you apply for one. Any overdraft we agree
is offered subject to status and repayable on demand. You need to be aware you
may not get the full £300.
Your account explained
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10
Overdraft glossary
Overdraft – An overdraft is a type of
borrowing facility. It lets you borrow
money through your current account
in the short term to tide you over.
Think of it as a back-up pot to dip into
until pay day. As long as you’re careful,
using your overdraft facility can be a
perfectly reasonable way to manage
your money.
Planned overdraft – An overdraft you
have agreed in advance with us. With a
planned overdraft we agree to an amount
you can borrow. This is your overdraft limit.
Unplanned overdraft – If you go
overdrawn and have not taken out
a planned overdraft or you go over
your planned overdraft limit, this is an
unplanned overdraft. The cost of using an
unplanned overdraft is higher than the cost
of using a planned overdraft. To avoid
using an unplanned overdraft, it’s worth
having a suitable planned overdraft ready.
Buffer – An amount of planned or
unplanned overdraft on which you don’t
pay any interest or fees. If your account is
overdrawn by less than the buffer amount,
you won’t pay anything for using it.
Returned item fee – A fee we charge
where you don’t have enough available
money to make a payment and we don’t
agree to give you or extend an unplanned
overdraft. In this case we won’t make the
payment. Applies to Easycash, Cardcash
and Student Current Account only. We
will not charge Returned item fees if you
are aged under 18.
Unplanned overdraft monthly fee –
A fee we charge for every month in
which you have an unplanned overdraft
at any time. Applies to Student Current
Account only.
Planned overdraft daily fee –
A daily fee we charge for your use of
a planned overdraft. You will only be
charged for the days you use your
overdraft. Applies to Ultimate Reward
Current Account, Reward Current
Account and Current Account only.
Unplanned overdraft daily fee –
A daily fee we charge for your use of
an unplanned overdraft. You will only
be charged for the days you use your
overdraft. Applies to Ultimate Reward
Current Account, Reward Current
Account and Current Account only.
Planned debit interest – Interest we
charge on the amount you are overdrawn
on your planned overdraft. Applies to
Student Current Account only.
Unplanned debit interest – Interest we
charge on the amount you are above
your planned overdraft limit. Applies to
Cardcash and Student Current Account
only. There is no debit interest to pay If
you are under 18.

Your Halifax Visa debit
card
The quick, safe way to pay
We’ll send you a Visa debit card that
you can use to:
• Pay for just about anything – here and
abroad. Just look out for the Visa sign
• Take out up to £500 cash (or
equivalent currency) per account
holder from cash machines around
the world. To ensure you can use
your card while you’re abroad,
register it with us before you travel by
calling us on 08457 20 30 40
• Buy things over the phone and online.
Your card is covered by Halifax
Secure for web purchases – visit
www.halifax.co.uk/secure
for more information.
You can even get cashback from some
shops and supermarkets when you use
your Visa debit card. And don’t forget
to keep your PIN safe at all times by
shielding it when using cash machines
and buying goods and services in shops.
Important point to note...
Remember – If you use your debit
card to withdraw cash or pay for goods
and services in a currency other than
sterling, the exchange rate we use will
be the Visa Payment Scheme Exchange
Rate. We will charge a non-sterling
transaction fee of 2.75% of the amount
of the transaction and a £1.50 nonsterling
purchase or non-sterling cash
fee for each payment or withdrawal.
Alternatively, if you choose to complete
your cash withdrawal using the overseas
Bureau or cash machine provider’s
conversion rate to sterling, we will only
charge a foreign cash fee of £1.50.
The provider of the foreign currency
may make a separate charge for
conversion.
Cash machines
A lot more than just cash
Use Halifax and Bank of Scotland
cash machines to:
• Pay in cheques
• Top up pay-as-you-go mobiles
• Change your PIN.
And of course you can use cash
machines to withdraw cash. It’s free
from most machines with a LINK logo,
but you might have to pay with other
cash machines, including overseas ones.
Your account explained
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12
Paying in money
and taking it out
Paying money in
You can pay in cash at any of our branches over the counter or at an Immediate
Deposit Machine (IDM) if they have one. You can even pay foreign currency or cheques
into your account. Just ask in branch and we’ll talk you through it – including any fees.
Taking money out
As long as your account allows, you can take out up to £500 a day from a cash machine
and £2,500 over the counter in any branch. If you need more than that, please let us
know beforehand.
Type of
payment
Cash
Where paid in When you can
withdraw funds
In branch or using an Immediate Deposit Machine before 5pm,
or using an Express Pay-In before 4pm
In branch or using an Immediate Deposit Machine after 5pm, or
using an Express Pay-In after 4pm
In branch or using an Immediate Deposit Machine or Express
Pay-In on a non-working day
Same day
Next working day
Same day
Via a cash machine Next working day
Cheques In branch or using an Immediate Deposit Machine before 5pm*,
or using an Express Pay-In before 4pm
In branch or using an Immediate Deposit Machine after 5pm*, or
using an Express Pay-In after 4pm or on a non-working day
4 working days after
the day of deposit
5 working days after
the day of deposit
Via a cash machine 5 working days after
the day of deposit
*2pm if using an Immediate Deposit Machine in Northern Ireland.
If the cheque is returned to us without being paid we may take the amount of the
cheque out of your account, unless more than 6 working days have passed since the day
you paid the cheque in. After 6 working days have passed, we cannot take the amount
of the cheque out of your account unless you have been a knowing party to fraud.
Faster payments
It’s possible to make faster payments electronically, and these normally just take two
hours instead of several days. It’s a free service but you’ll just need to check that the
bank or building society you’re paying money into accepts this type of payment.

Managing your account
24/7 online banking –
www.halifax.co.uk/online
With round-the-clock access to your
accounts, online banking gives you
ultimate freedom. All you have to do is
register at www.halifax.co.uk/register
and you can:
• Check your balance on all
Halifax accounts.
• Move money between accounts.
• Pay bills, view and delete direct debits
and set up new standing orders.
Safe and secure
You’re covered by our online fraud
guarantee, which means we’ll pay back
any money you lose in the unlikely
event that you’re a victim of fraud.
Check out www.halifax.co.uk/online
24/7 telephone banking –
08457 20 30 40
Our automated telephone banking
service is available round the clock and
offers a wide range of services. To use it,
you’ll first need to set up your security
details by calling 08457 20 30 40.
After that, you’re ready to access any
of these great services:
• Check your account balance.
• Listen to details of recent
transactions.
• Pay bills and transfer money using
voice-recognition technology – it’s
just like talking to a real person.
• Transfer money to other accounts.
• Set up or change standing orders
and cancel direct debits.
You can even ask for a new PIN
and get information on other Halifax
products and services. But of course,
if you’d prefer to speak to a real person,
our advisers are always on hand to help.
Your account explained
13

14
Mobile banking
You can even do your banking on the
move with Halifax Mobile Banking.
All you have to do is sign in to Online
Banking, with your registered details,
using our free app* and you can:
• View your balance
• See your transaction history
• Transfer money between your personal
Halifax accounts
• Make payments to new and existing
recipients
• Find your nearest Halifax branch or
LINK ATMs in the UK
• Access useful Halifax phone numbers.
Alternatively you can access Halifax
Mobile Banking through your mobile
browser as we’ve optimised Online
Banking so it looks great on internetenabled
mobiles.
* We don’t charge you for using Halifax
Mobile Banking – but don’t forget to
check with your mobile operator as
they may bill you for some services.
Mobile alerting
Our Mobile Alerting service helps you
keep track of your cash when you’re
on the move. Once it’s set up we’ll
send you texts…
• When you’re within £50 of your
planned overdraft limit
• To let you know if you go into
an unplanned overdraft (one you
haven’t agreed with us in advance)
• To remind you each day you stay
in an unplanned overdraft.
You can also set high and low balance
alerts to keep track of what’s in your
account. And we can even send you
alerts to let you know when your card
is being used abroad, to help you spot
transactions that may be fraudulent.
And so you’re always on top of your
account, we can send you a weekly
update text with your balance and
last six transactions.
We won’t charge you a penny for our
Mobile Alerting service – but remember,
your network service provider might
charge you to receive texts while abroad.
It’s easy to register
• Go online at www.halifax.co.uk
• Call us on 08457 20 30 40
• Pop into any of our branches.

International payments
We can help send money anywhere in the world – quickly, safely and for a small fee.
Give us the payment details and we’ll put the money where it’s meant to be, and we
can also save the details for next time. For more about international payments, just
call us or sign in to your online banking. If you’re not registered for online banking,
you can register at www.halifax.co.uk/register
Travel money
A preferential exchange rate and free home delivery helps you splash out
that bit more
Wouldn’t it be great to have more cash to spend when you go away? That’s why
we don’t charge commission on foreign currency or American Express traveller’s
cheques. What’s more – because you have an Ultimate Reward Current Account, we
can offer you a preferential exchange rate too. Just call the number below.
And you won’t have to pick up your money as we also offer a home delivery service
free of charge when you order your travel money using the number below.
Plus if you’ve got any cash left over when you return, we’ll change it back to sterling
commission free.
Who to call
It’s easy to order currency and traveller’s cheques – phone: 08453 01 04 24.
Things to note…
If you order by phone, lines are open Monday to Friday 8am–10pm and
Saturdays and Sundays 10am–8pm. Your order must be at least £50 and
you can only pay by debit card or credit card. Cash advance fees and card
handling fees may apply to debit/credit cards – please refer to the terms and
conditions of your debit/credit card provider. Please note that there’s no
charge for using a Halifax or Bank of Scotland debit card.
Your account explained
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16
Halifax Rewards
Shouldn’t you be rewarded for banking
with us?
That’s what Halifax Rewards is all about –
exclusive offers for our current account
customers, giving you even better deals
on savings, mortgages and more. It’s our
way of saying ‘thank you’ for banking with
us. A simple way to help you make more
of your money.
To qualify for Halifax Rewards
you’ll need to pay £1,000 or more
each calendar month into a Halifax
current account or have a Halifax
Ultimate Reward Current Account.
Of course, if you don’t already
bank with Halifax, our Switching
Team will move your current
account for you.
One more thing…
Halifax Rewards is available to Halifax
personal banking customers who take
out a Halifax qualifying product. Current
accounts are available subject to status
to customers aged 18 or over who are
resident in the UK.
To find out more, pick up a
leaflet in branch today or visit
www.halifax.co.uk/rewards
Your home maY be repossessed if You do not keep up repaYments
on Your mortgage

Introduction to
your benefits
Read on to find all you need to know about the exceptional range of benefits and
exclusive offers that are now available to you.
Protection for you and your family Page
Worldwide multi-trip family travel insurance 18
AA Breakdown Cover 21
Mobile phone insurance 23
Home emergency cover 25
Card protection 27
Identity theft assistance 29
Preferential deals
Preferential rates of exchange on travel money 15
Halifax Rewards 16
Account benefits
17

18
Worldwide multi-trip
family travel insurance
The best trips are often full of surprises – but you
want to be sure you’re insured against the less
welcome ones, such as lost luggage and illness.
Wherever you go and whatever you do, as an
Ultimate Reward Current Account holder, you’re
covered by our worldwide multi-trip family travel
insurance policy. And not just you, but also your
spouse or partner and children under 16 (or under
23 if in full-time education).
You’ll benefit from comprehensive cover, including
personal belongings, winter sports and golf cover
as standard. So all you have to think about is how
to enjoy your well-earned break.
Take this Getting Started Guide with you when you
travel as it contains all the information you need.

This summary outlines cover available under our travel insurance, which is administered by FirstAssist
Insurance Services Limited and underwritten by Great Lakes Reinsurance (UK) PLC. For further details of
exclusions and conditions please refer to the full Terms and Conditions on PAGE 55
Section Cover description Limit
of cover
Cancellation/
cutting short
your trip
Winter sports
Golf cover
Personal
belongings
Medical emergency
and repatriation
Legal advice and
expenses
Personal accident
Personal liability
• Cancellation of pre-booked travel and
accommodation expenses
• Value of the portion of the travel arrangements
that have not been used because you return
home earlier than planned
For snowboarding, skiing and snow or ice
activities (see policy wording for details of
cover and exclusions):
• Ski equipment, ski hire, ski pack, piste closure
• Up to a total of 24 days during any
12-month period
• Golf equipment
• Green fees
• Cover for accidental loss, theft or damage to
personal baggage
• Loss or theft of your personal money
• In the event of an accident or illness during
the trip
• Dental treatment for the relief of pain
• Legal expenses for compensation or damages
for your personal injury or death caused by
negligence of a third party
• Death by accident
• Permanent loss of one or more limbs or total
and permanent loss of sight in one or both eyes
• Permanent total disablement
• Defence costs in relation to an incident
you cause
£5,000
£5,000
Excess
per
person
£50
£50
£500 £50
See policy
wording for
full benefit
details
£1,500
£500
£10,000,000
£500
£50
£50
£50
£50
£50
£25,000 £250
£10,000
£25,000
£25,000
Nil
Nil
Nil
£2,000,000 £50
Account benefits Travel insurance
19

20
Key exclusions applying to the policy
• Maximum trip duration is 31 days for
each trip.
• Cover ceases on your 71st birthday (65th
for winter sports cover).
• Travel insurance is not valid for trips in
the UK except for trips with pre-booked
accommodation for a minimum of
three days.
• Any pre-existing medical condition that has not
been accepted by our Customer Services Team
before you start your trip. Please see the ‘Words
with special meanings’ section of the policy
wording for ‘Pre-existing medical conditions’.
• Any claim arising from circumstances or an event
you could reasonably foresee or knew about
when you bought this insurance or booked
the trip, and that you knew could lead to your
trip being cancelled or curtailed e.g. a serious
medical condition of a relative, colleague or
travelling companion.
• Children and infants aren’t covered for
independent travel under this policy.
• Any insured person aged under 16 or over 64 will
not receive the full Personal Accident benefit.
Please see the Personal Accident section of the
policy booklet.
• Any insured person aged under 16 will not
receive the full Personal Money (cash) benefit.
Please see the Personal Money section of the
Terms and Conditions.
For further details of exclusions and conditions
please refer to the full terms and conditions on
PAGE 55
Do you already have travel insurance?
When your current travel insurance policy
is due for renewal, it might be worth
comparing its cover with what your
Ultimate Reward Current Account offers.
• Call us on 08451 24 14 00 to find out more.
General information
You can complain about Worldwide Travel
Insurance by calling us on 08450 71 90 69 or
by writing to The Customer Relations Office,
FirstAssist Insurance Services Limited, 1 Drake
Circus, Plymouth, PL1 1QH. If a complaint is
not settled, you may be able to refer it to the
Financial Ombudsman Service who will undertake
an independent and impartial review of your
complaint. The address is Financial Ombudsman
Service, South Quay Plaza, 183 Marsh Wall, London
E14 9SR. Telephone 08000 23 45 67 or 0300 123 9 123.
You may be entitled to compensation from
the Financial Services Compensation Scheme
should Great Lakes Reinsurance (UK) PLC be unable
to meet its liabilities. For further details
please contact the FSCS on 0800 678 1 100 or
020 7741 4100 or by writing to 10th Floor, Beaufort
House, 15 St Botolph Street, London, EC3A 7QU or
emailing enquiries@fscs.org.uk
Worldwide Travel Insurance is a monthly contract.
This policy is provided as a benefit of you being
an Ultimate Reward Current Account holder. The
cost is included in your standard monthly fee. We
recommend that you review the cover this policy
provides every year to ensure it continues to meet
your needs.
If you or Halifax close your account, or Halifax
terminates the cover provided through the
programme, cover will stop immediately unless
you’re moving from one qualifying account
to another.
How to make a claim
Before you go away, save our contact
number (08451 24 14 00) in your mobile
phone in case you need to make a claim.
If you’re going abroad you’ll need to call
+44 1495 28 12 97.

AA Breakdown Cover
Cover
If your car breaks down – or even if you’re the passenger in someone else’s car when it breaks down –
you can trust the AA to help out, 24/7. As long as your Ultimate Reward Current Account is open and
you’re paying the monthly fee, you’ll have AA Breakdown Cover. And if you have a joint account both of
you are covered.
• The AA Breakdown Cover policy covers you in the event of the vehicle’s mechanical breakdown at
home or on the road.
Breakdown
• Under AA Breakdown Cover, assistance will be provided to try to repair the vehicle at the roadside
or, if this is not possible, a tow to a local garage for you, your vehicle and up to 7 passengers.
AA
Upgrade now for extra AA cover
You automatically have AA Roadside and Home Start with your account, and you can also upgrade
your cover.
Information on all the current upgrade prices is included in the following table (please note prices are
subject to change).
Relay for sole account holders £59.41
for joint account holders £61.07
Stay Mobile for sole account holders £45.52
for joint account holders £46.63
Breakdown Repair Cover from £55.10 per eligible vehicle
European Breakdown Cover price on application
Please note: Customers with a sole account are not able to purchase a joint AA upgrade. Cover applies
to those parties named on the current account.
Please call the AA on 0800 975 29 85.
This summary gives you basic details of your AA Breakdown Cover, received in connection with your
Ultimate Reward Current Account. This is not a statement of the full terms and conditions of your
AA Breakdown Cover policy. These are found in the ‘AA Breakdown Cover Terms and Conditions’ on
PAGE 71 of this guide, and which you should read alongside this summary.
Policy provider
AA Breakdown Cover is provided by the AA (The Automobile Association Ltd).
Accident Management is underwritten by Acromas Insurance Company Limited.
Key exclusions applying to the policy
Where cover is available, see PAGE 71
• Service is only available within the UK, Channel Islands and Isle of Man.
benefits
Vehicle specifications, see PAGE 71
• Service is only available to customers travelling in a car, van, minibus or motorcycle which complies
with the stated weight and width restrictions of 3.5 tonnes and max width restriction of 7ft 6in
(2.3m). Account
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General Terms and Conditions, see PAGE 71–77
• Assistance is not available following a breakdown
or accident attended by the police or other
emergency service, until the vehicle’s removal
is authorised. If the police insist on recovery by
a third party, the cost must be met by you;
• No recovery (including a local tow) is available
following an accident;
• Transport of any animal is discretionary, and
horses and livestock will not be recovered;
• Routine maintenance, running repairs, the cost
of spare parts, fuel, oil, keys, specialist lifting
equipment, garage or other labour required
to repair your vehicle are excluded, as is the
provision of service on private property without
the relevant permission;
• Service is discretionary where it is requested
to deal with the same or a similar fault or cause
of breakdown to that attended in regard to the
same vehicle within the preceding
28 days;
• The customer must be with the vehicle at the
times of breakdown and assistance. A valid
entitlement card and some other form of
identification must be produced. Service will be
refused and may be cancelled if anyone behaves
in an abusive or threatening manner, or if the AA
is owed money.
Replacement vehicle
• Any car hire that may be arranged for you will be
subject to the hirer’s Terms & Conditions.
Service control
• Please note that further premiums may be
requested if the maximum number of call-outs
is exceeded.
How to make a claim
If you need breakdown assistance call:
08000 51 22 48 (save the number to your
mobile phone in case you need roadside
assistance). You will need to provide your
Ultimate Reward Current Account debit
card number, your sort code and your
account number, as well as your vehicle
registration, details of the breakdown
location, and separate proof of your
identity (such as your driving licence).
If you have a complaint
If you wish to register a complaint, please
make contact:
By phone: 08442 09 05 56
In writing: Customer Care (Halifax), AA, Lambert
House, Stockport Road, Cheadle, Cheshire
SK8 2DY
By fax: 0161 488 7544
By Textphone: 0845 850 1207
By email: customersupport@theAA.com
The AA will either acknowledge your complaint
within five working days of receipt, or offer you
their final response if they have concluded their
investigations within this period.
Acromas Insurance Company Limited, only, is
covered by the Financial Services Compensation
Scheme (FSCS).
Duration of policy
Subject to your right to cancel (see your AA
Breakdown Cover Terms and Conditions for details),
your cover is renewed monthly and runs at the same
time as your Ultimate Reward Current Account,
subject always to the terms of the AA Breakdown
Cover Terms and Conditions and your Ultimate
Reward Current Account. Your cover will come to an
end if (i) you fail to pay the monthly fee, or (ii) you or
your account provider close your Ultimate Reward
Current Account or it is changed to another type of
account, or (iii) your residential address is no longer
in the UK, Channel Islands or the Isle of Man. Your
account provider or the AA can withdraw or change
the terms of your cover by giving you 30 days’ notice
in writing.
If your complaint is about cover underwritten
by Acromas Insurance Company Limited and
it is not settled, you may be able to refer it to
the Financial Ombudsman Service who will
undertake an independent and impartial
review of your complaint. The address is
Financial Ombudsman Service, South Quay
Plaza, 183 Marsh Wall, London E14 9SR.
Telephone 08000 23 45 67 Or email:
complaint.info@financialombudsman.org.com

Mobile phone
insurance
It’s amazing how much we take our mobile phones for granted. Fortunately, with your Ultimate Reward
Current Account you can get protection for loss, theft and accidental damage, at home and abroad
provided you take reasonable steps to keep it safe. And if you have a joint account, this insurance will
cover a mobile phone for each of you.
This summary outlines our mobile phone cover which is arranged and administered by STAMS Ltd with
a single insurance provider London General Insurance Company Limited. The full policy wording is in
the Terms and Conditions section of this booklet.
Main benefits
Cover for the handset in the event of:
• theft from your person
• water and liquid damage
• accidental damage
• breakdown
• loss
Loss of prepaid airtime for prepay/
pay-as-you-go phones
Cover for unauthorised airtime use on a
contract phone
Accessory cover – cover for accessories as long as they
are attached to the handset at the time of the incident
Limit of cover
per phone
Repair or replace
phone up to a
maximum original
cost or value of
£2,000
up to £500
up to £1,500
up to £250
Excess per
phone per claim
£100 for Apple iPhone,
£30 for all other
handsets
Cover wherever you are in the world. Repair or replacement will be arranged on your return to the UK.
How to register your mobile phone details
To help give you the best service when you need it most, register your mobile phone details. That way,
in the event of a claim, we can help you quickly and efficiently.
Call 08451 24 14 00 and we can take the details from you, or log onto www.halifax.co.uk and register
through online banking.
Please have the following information ready when you call:
• The make and model of your phone. (Check your instruction manual or remove the back cover and
battery to see a label with this information.)
• Your service provider. (Details of your service provider are often displayed on the screen of your
phone, or are on your monthly statement or contract.)
• Your IMEI – International Mobile Equipment Identity number. You can find this by dialling *#06# from
your mobile phone.
You’ll be covered at home or abroad, while your Ultimate Reward Current Account is open. Please call
us on the number above if you haven’t received your insurance registration certificate within 15 days of
registering.
Please note that if you do not register with us, you won’t receive a certificate of insurance but you’ll
still be covered. (Please note that mobile phones are only automatically covered if they meet the
requirements of the cover.)
iPhone is a trademark of Apple Inc., registered in the U.S. and other countries.
Account benefits Mobile phone insurance
23

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Already have a mobile phone insurance policy?
When it’s due for renewal you may want to check whether you prefer the cover we provide with your
account. Just get in touch on 08451 24 14 00 for more information.
Key exclusions and conditions applying
to the policy
• The policy excess which applies for each
successful claim. The excess varies depending on
the mobile phone you claim for. If you have an
Apple iPhone the excess is £100 and for all other
handsets it is £30.
• Loss of, theft of, or damage to, your phone:
− while it is in an unattended motor vehicle,
unless it is completely hidden from view
within a locked glove compartment, locked
boot or other locked internal compartment
and the vehicle is fully locked and secured.
− where it has been left unattended in a public
place or a place to which people, the public
has regular access.
− where it has been passed to someone else
• A maximum of one phone per account holder,
or in the case of joint accounts, a maximum of
two phones per account.
• A maximum of two claims per account in any
12-month period.
For further details of exclusions and conditions
please refer to the full Terms and Conditions
on PAGE 78
General information
You can complain about mobile phone insurance
by calling 08451 24 14 00 or by writing to Customer
Services, STAMS Ltd, PO Box 98, Blyth, NE24
9DL. If a complaint is not settled, you may be able
to refer it to the Financial Ombudsman Service
who will undertake an independent and impartial
review of your complaint. The address is Financial
Ombudsman Service, South Quay Plaza, 183 Marsh
Wall, London E14 9SR. Telephone 08000 23 45 67.
You may be entitled to compensation from the
Financial Services Compensation Scheme should
London General Insurance Company Limited not
meet their liabilities. For further details please
contact the FSCS on 0800 67 81 100 or
020 7741 4100 or enquiries@fscs.org.uk.
Mobile phone insurance is a monthly contract.
This policy is provided as a benefit of you being
an Ultimate Reward Current Account holder. The
cost is included in part of your standard monthly
fee. We recommend that you review the cover this
policy provides every year to ensure it continues to
meet your needs.
If you or Halifax close your account, or Halifax
terminates the cover provided through the
programme, cover will stop immediately unless
you are moving from one qualifying account
to another.
If your policy ends for any reason, you will not be
entitled to a refund of any fees, and/or premium
for the cover provided under Your Policy.
How to make a claim
If you need to make a claim, please call us
within 48 hours of the incident happening:
08451 24 14 00, 24 hours a day, seven days
a week.
Your policy wording will explain any excesses
you have to pay.
PAGE 79 of this guide gives more information
about what simple steps you should take
within 24-hours of your mobile phone being
lost or stolen.
If you are calling from abroad, call the
international dialling code for the UK for the
country you are in, followed by:
+44 1495 28 12 97.
Status Disclosure
This cover has been arranged by STAMS Ltd (FRN
409098) on behalf of the Bank of Scotland plc
(FRN 169628) who is authorised and regulated by
the Financial Services Authority. This policy is
administered by STAMS Ltd (FRN 409098), who is
an appointed representative of Lifestyle Services
Group Limited (LSG). LSG (FRN 315245) handle
claims on behalf of the insurer, who is London
General Insurance Company Limited (LGI) (FRN
202689). LSG and LGI are authorised and regulated
by the Financial Services Authority (FSA), which
can be checked on the FSA website at
www.fsa.gov.uk/register/ or by phoning
08456 06 12 34.
For the purposes of the Data Protection Act 1998,
the Data Controller in relation to the personal data
you supply is LSG.

Home emergency
cover
From a burst pipe to a break-in, home emergencies can happen to anyone. And you can bet they’ll
happen at the most inconvenient time. But as an Ultimate Reward Current Account holder, you can
relax, safe in the knowledge that you’re already covered for a wide range of emergencies. A home
emergency is a sudden, unexpected event which needs immediate action in order to make your home
safe or secure, avoid damage or more damage, make your home fit to live in or restore electricity, gas
or water.
How we’ll help
If the safety of your home is at risk and you need help fast, just give us a call. We’ll arrange for a
skilled and reliable tradesperson to carry out the necessary repairs – up to a value of £250 for the
call-out charge, labour cost, parts and materials. We’ll also give you £100 towards emergency overnight
accommodation if you can’t live in your home for a while.
Full details of your cover are overleaf. Please keep them safe.
Section Cover description
Home emergency
costs
Overnight
accommodation
Cost of the qualified person chosen by us
to deal with the emergency in respect of
the call-out charge, labour and any materials
necessary
If your property becomes uninhabitable and
remains so overnight we will, subject to prior
agreement with us, arrange and pay for your
overnight accommodation or transport to
such accommodation (or both)
Limit of
cover
£250 Nil
£100 Nil
Excess per
person
This summary outlines cover available under our home emergency cover, which is underwritten by Inter
Partner Assistance. The full policy wording is in the Terms and Conditions section of this booklet.
Account benefits Home emergency cover
25

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Key exclusions applying to the policy
• A fault any member of your family knew or
should have known about when you took out
the Ultimate Reward Current Account.
• Systems or structures (for example, central
heating) that have not been installed or fitted by
a qualified person.
• Any claim if your home is unoccupied for over
60 days.
• Any claim if your mains electricity, water or gas
supply is deliberately cut off by any electricity,
water or gas supply company.
• Any claim covered by a maintenance agreement,
guarantee or extended warranty contract.
• Any claim because your central heating boiler
fails and it is over 15 years old.
• Solar heating, septic tanks, guttering and down
pipes.
• Breakdown or loss of, or damage to, domestic
appliances like freezers, washing machines,
microwaves or other mechanical equipment
such as Saniflow toilets.
• Any loss where you did not contact us to
arrange repairs.
• Any leaking or dripping tap that requires
replacement washers or partial or total
replacement, external overflows or replacement
of cylinders, tanks, radiators and sanitary ware.
• Any burst or leaking flexible hoses that can be
isolated or leaking washing appliances.
• De-scaling and any work arising from hardwater
scale deposits or from damage caused
by aggressive water or sludge resulting from
corrosion. Signs that work is needed may
include a noisy boiler, sludged-up pipes or poor
circulation.
• Replacement of light bulbs and fuses in plugs.
• Lost keys for outbuildings, garages and sheds.
• Vermin outside the main dwelling e.g. garages
and other outbuildings.
• Where the account holders tenancy agreement
has a requirement for the tenant to report
emergencies to the home owner or the
managing agent to instruct the appropriate
contractor.
• Any cost relating to the repair or attempted
repair not carried out by us.
For further details of exclusions and conditions
please refer to the full Terms and Conditions
on PAGE 83
How to make a claim
If you have an emergency, phone our
Customer Services team on 08451 24 14 00
24-hours a day, seven days a week.
They will take the details of the emergency
and arrange for the most appropriate,
qualified person to get in touch with you.
General information
You can complain about home emergency cover
by calling Halifax on 08451 24 14 00 or by writing
to Customer Services Administration, Inter Partner
Assistance S.A., The Quadrangle, 106-118 Station
Road, Redhill, Surrey RH1 1PX United Kingdom.
If a complaint is not settled, you may be able
to refer it to the Financial Ombudsman Service
who will undertake an independent and impartial
review of your complaint. The address is Financial
Ombudsman Service, South Quay Plaza,
183 Marsh Wall, London E14 9SR. Telephone
08000 23 45 67 or 0300 123 9 123.
You may be entitled to compensation from the
Financial Services Compensation Scheme should
Inter Partner Assistance be unable to meet its
liabilities. For further details please contact the
FSCS on 0800 678 1100 or 020 7741 4100 or
enquiries@fscs.org.uk
Home emergency cover is a monthly contract.
This policy is provided as a benefit of you being an
Ultimate Reward Current Account holder. The cost
is included in your standard monthly fee.
If you or Halifax close your account, or Halifax
terminates the cover provided through the
programme, cover will stop immediately unless
you are moving from one qualifying account
to another.

Card protection
If you’ve ever lost your cards or had them stolen, you’ll know what a worry and hassle it can be to sort
out. That’s why card protection is such an invaluable way to secure all your debit, credit, store and
charge cards, both at home and abroad.
This summary outlines cover available under our card protection policy, which is underwritten by
Allianz Insurance plc. The full policy wording is in the Terms and Conditions section on PAGE 86 of this
booklet.
Card protection helps remove the pain instantly:
• Make just one phone call to cancel and replace cards that have been lost or stolen.
• You could get cash advances of up to:
− £2,500 emergency cash if you’re stranded overseas with no access to money
(up to £1,000 in the UK)
− £2,500 towards hotel bills or other accommodation charges
− £2,500 towards lost or stolen travel tickets
− Any cash advances you could get are subject to status and are repayable.
• If your bag, wallet or purse is lost or stolen with one of your cards in it, you can claim up to £50
towards replacing it.
• If your driving licence is lost with your card, we’ll pay up to £50 for an emergency replacement.
Cover description
Personal money lost with the cards £100
While you are outside the UK, the cost of communications to notify your card issuer,
the police or us that your cards have been lost or stolen, to locate and retrieve lost
luggage or keys, to obtain emergency documents and to obtain emergency medical
assistance
To replace your bag, purse, wallet or card carrier because they are lost or stolen £50
To replace your passport if it is lost or stolen and must be replaced while you are
outside the UK
To replace your driving licence if it is lost as the result of an incident £50
Limit of
cover per
account
holder
Register your card details
To improve the speed that your claim is dealt with in event that your cards are lost or stolen, please
register your card details with us. Please have all the cards to hand when you call 08451 24 14 00,
24-hours a day, seven days a week. Please read through the card protection terms and conditions on
PAGE 86 of this guide, so you know exactly what you’re covered for.
£100
£50
Account benefits Card protection
27

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Key exclusions applying to the policy
Please be aware that except in the case of locating
and retrieving lost luggage or keys, we will not pay
benefit for the loss or theft where:
• The loss or theft is not reported to us within
24-hours of discovery
• Financial cards are not used in accordance with
the card issuer’s terms and conditions
• The PIN number has been kept with the card or
disclosed to anyone else. If emergency medical
assistance is needed, we will not pay any medical
costs incurred.
Already have card protection?
When it’s due for renewal you may want
to check the details of your existing cover
against the card protection we offer
with your account. Just get in touch on
08451 24 14 00 for more information.
Handy hint…
Don’t forget to register your passport
and driving licence which card protection
also covers.
General information
You can complain about card protection by calling
STAMS Ltd on 08451 24 14 00 or by writing to
Customer Services, STAMS Ltd, PO Box 98, Blyth,
NE24 9DL. If a complaint is not settled, you may be
able to refer it to the Financial Ombudsman Service
who will undertake an independent and impartial
review of your complaint. The address is Financial
Ombudsman Service, South Quay Plaza, 183 Marsh
Wall, London E14 9SR. Telephone 08000 23 45 67.
You may be entitled to compensation from
the Financial Services Compensation Scheme
should Allianz Insurance plc be unable to meet its
liabilities.
For further details please contact the FSCS
on 0800 678 1100 or 0207 741 4100 or
enquiries@fscs.org.uk
Card protection is a monthly contract. This policy
is provided as a benefit of you being an Ultimate
Reward Current Account holder. The cost is
included as part of your standard monthly fee. We
recommend that you review the cover this policy
provides every year to ensure it continues to meet
your needs.
If you or Halifax close your account, or Halifax
terminates the cover provided through the
programme, cover will stop immediately unless
you are moving from one qualifying account
to another.
How to make a claim
If your cards are lost or stolen, claim by
ringing 08451 24 14 00 within 24-hours.
Call 08451 24 14 00 to register your cards.

Identity theft assistance
Protect your identity and possessions
Identity fraud – it’s one of the fastest growing
types of frauds in the UK. And the truth is, if
someone steals your personal details for their
own benefit, the results can be devastating. Once
a thief has your information, it’s possible for
them to:
• Open new credit card or bank accounts, and
run up debts in your name
• Take out credit or loans in your name
• Change the billing address for your accounts
so you don’t know there’s a problem.
What you automatically get
As an Ultimate Reward Current Account
holder, you automatically get unlimited
access to a confidential identity theft advice
line. So if you suspect that your personal
details have been stolen, call our team. They
can provide help and advice 24 hours a day,
talk you through what you need to do and
get you back on track as quickly as possible.
How to contact us
For free identity theft advice call the Customer
Services Team on: 08451 24 14 00, 24-hours a day,
7 days a week.
What you need to do now
Save our emergency contact number
(08451 24 14 00) in your mobile phone
in case you need identity theft assistance.
Account benefits Identity theft assistance
29

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Important information
It’s important to know
• We are Authorised and Regulated by the Financial Services Authority except for lending, for which we’re licensed by
the Office of Fair Trading. The Financial Services Authority is there to protect customers’ interests. We are listed in
the FSA’s register with register number 169628. Your bank account and all its insurance-related benefits (apart from
AA Breakdown Cover) are covered by the Financial Services Compensation Scheme.
• We also subscribe to The Lending Code. Details can be obtained from www.lendingstandardsboard.org.uk
• We’re not providing advice or recommending that these insurance policies are suitable for you. You should review
your present cover against these policies to ensure you have the cover you need. There is no fee for this service.
• The insurance products outlined in this booklet are underwritten by Acromas Insurance Company Limited
(Accident Management), Inter Partner Assistance (home emergency cover), Great Lakes Reinsurance (UK) PLC
(worldwide travel insurance), London General Insurance Company Limited (mobile phone insurance) and Allianz
Insurance plc (card protection).
• You should review any similar insurance products you have, including any held with us, to make sure you are not
paying for the same cover twice. There is a summary table on page 91 which shows the key differences in the cover
provided by us.
• If you open a joint account with another person, either of you can withdraw all or part of the balance, write
cheques, apply for an overdraft or close the account without the other person’s permission. Both people are
responsible for any debts – such as the overdraft – and fees and charges on the account. This means we can choose
to claim the money from either person. If you decide you no longer want the joint account or want to take one
person off the account, you can request this in branch.
• If you move to live outside the UK, Channel Islands or the Isle of Man, your insurance benefits are invalid.
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 scheme (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 020 7741 4100 or 0800 678 1100. 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, Intelligent Finance (IF), Birmingham Midshires (BM Savings), Bank of Scotland, Bank of Scotland
Private Banking, Bank of Scotland Germany, Bank of Scotland The Netherlands, Bank of Scotland Treasury, Lloyds
Bank Corporate Markets, Lloyds TSB Corporate Markets, St James’s Place Bank and St James’s Place Private Bank. 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 whether your account is held with Bank of Scotland plc, please check your account literature.
Our bank accounts
At Halifax, we know that people’s personal circumstances change, which is why we offer a range of bank accounts
to suit all kinds of needs. So if at any stage you’d like to review your options, just let us know. Visit any branch,
call 08457 20 30 40 or go to www.halifax.co.uk to find out more.

Your account
• The Ultimate Reward Current Account will cost you £10 a month if you pay in £1,000 or more in the
previous calendar month. If you pay in less than £1,000 in the previous calendar month, the monthly fee
will be £15.
• As long as you pay your monthly fee, you’ll continue to enjoy the benefits that come with your
account. If you close or change your account, the benefits and your cover will end.
£300 fee-free overdraft
• With this account, the first £300 of any planned overdraft is completely fee free.
• Whether you can have an overdraft, and the amount, will depend upon your personal circumstances
at the time you apply. You need to be aware that you may not get a £300 fee-free overdraft. Any
overdraft we agree is subject to status and is repayable on demand.
• For overdrafts over £300, we’ll simply charge a daily fee for every day that you use it.
• If you don’t already have a planned overdraft or would like to increase your existing planned
overdraft limit please call us on 08457 20 30 40. Getting an appropriate planned overdraft limit can
help you avoid unplanned overdraft fees.
Here’s a reminder of how your overdraft works:
If you… then we’ll charge you…
use a planned overdraft up to £300 £0
use a planned overdraft from £300.01 up to and including £1,999.99 £1 a day
use a planned overdraft between £2,000 and £2,999.99 £2 a day
use a planned overdraft of £3,000 and over £3 a day
use an unplanned overdraft £5 a day
• The monthly account fee and all fees quoted are correct at the time of print (November 2012) and
are subject to change.
Representative example
If you use a planned overdraft of £1,200, then we’ll charge you £1 a day when you use it.
Not happy?
You have 14 days starting from the day after your agreement is concluded to give us written notice that you wish to
cancel. Notice should be given in writing to Halifax, Trinity Road, Halifax, West Yorkshire HX1 2RG. We hope your insurance
benefits provide many years of hassle-free peace of mind. But sometimes things can go wrong. If you have a problem or
complaint about your insurance benefits, please tell us – so we can help sort things out as soon as possible. Please write to
the Data Processing Manager at PO Box 588, Walton-on-Thames KT12 9EL, or contact us by calling 08451 24 14 00.
How to complain
Our promise is to do our best to resolve any problem you have immediately. Where we can’t, we’ll ensure you
know who is dealing with your complaint. To complain:
Visit a branch and speak to any member of the team.
Call our Telephone Banking Service on 08457 25 35 19. (Textphone 08457 32 34 36, if you have a hearing impairment).
Write to us at Halifax, PO Box 548, Leeds LS1 1WL.
If you’re still not happy and we can’t put things right to your satisfaction, you can ask the Financial Ombudsman
Service to look at your complaint – provided you have tried to resolve the matter directly with us first. We hope
you won’t need to contact the Financial Ombudsman Service but if you do, we’ll tell you how to do this.
Important information
31

32
Bank account
terms and conditions
Contents
Conditions see page
Section 1 – Introduction to this agreement 33
Section 2 – Special conditions 34
Section 3 – General conditions 37
Part A – Contact and security 37
1. Contacting each other 37
2. Security 37
3. Statements and information 38
Part B – Banking services 38
4. Opening and processing times and general conditions about payments 38
5. Payments into your account (Deposits) 38
6. Payments out of your account (Withdrawals) 40
7. Reward payments, interest and account fees 42
8. Overdrafts 42
9. Benefits packages included with certain accounts 43
Part C – General 43
10. Joint customers 43
11. Authorising others to operate your accounts 44
12. Changes to our interest rates, reward payments, fees and conditions 44
13. General liability 45
14. Using money between accounts (set-off) 45
15. Ending this agreement or an account or service 46
16. Transferring rights and obligations 46
17. Not enforcing this agreement 46
18. Law applying to this agreement 46
19. Tax reporting and withholding for customers who are subject to the tax regime
of certain other countries (including the US) 46
Important points to note 47
Reward payments, interest and account fees 48
Demand & needs statement 54
Travel insurance 55
AA Breakdown Cover 71
Mobile phone insurance 78
Home emergency cover 83
Card protection 86
Key policy differences 91
Our contact details 92

Section 1 – Introduction to this agreement –
how it works and who it applies to
This agreement is for our bank accounts and related services
for personal customers resident in the United Kingdom (“UK”).
It is made up of the general conditions and special conditions
in this document and any additional conditions we give you for
these accounts or services. Additional conditions are the daily
overdraft fees, other fees, interest rates and other terms that
apply to a specific service or account that are not included in the
general conditions or special conditions. These will include, for
example the terms set out in the rates and fees leaflet applicable
to your account and in your application form(s). We will tell you
which conditions apply when you take a new product or service
from us.
In this agreement, “we” are Bank of Scotland plc and Halifax is a
division of Bank of Scotland.
An important part of our role as your bank is to provide you
with services to help you manage your finances. We do not
generally provide advice, but we can use information we have
about you to suggest other services we think might interest you.
To find out more about how we and other Lloyds Banking Group
companies use your personal information, please read Our
Privacy Statement www.halifax.co.uk/privacystatement or ask
for a copy in branch.
This agreement only covers accounts and services we provide
for your personal use. We do not have to accept that anyone,
apart from you, has any right to, or interest in, the money in your
account (for example if you are keeping some or all of the money
in your account for someone else).
You may not be eligible for all of the accounts or services
covered by this agreement or all the features they have – for
example, we will not give you a planned overdraft if you are
under 18. We may also limit the number of accounts or services
you can hold with us. In addition, not all the services and facilities
covered by this agreement are available on all accounts. For
example, telephone, mobile and internet banking services are not
available on some accounts.
Additional conditions or special conditions may add to the
general conditions but may also override an overlapping term in
the general conditions.
Please ask us if you have any questions about this agreement or
any other matter by visiting one of our branches, or contacting
us by telephone.
Services and facilities on your account
We provide the following main services and facilities depending
on the type of account:
• Crediting of payments made into your account.
• Debiting of payments made out of the credit balance on
your account. You may ask us to make a payment out of your
account in a variety of ways including by writing a cheque, by
setting up a direct debit or standing order, by requesting cash
or by using your debit card.
• If you have a current account, you may:
− specifically request, and we may agree to provide, a planned
overdraft which will allow you to borrow money from us up
to a certain limit;
− make an informal request for an unplanned overdraft,
by instructing us to make a payment which, if we choose
to comply with it, would make your account exceed (or
further exceed) its overdraft limit or, if you have no planned
overdraft, cause your account to be overdrawn (or further
overdrawn). (Unless we have guaranteed to a third party that
we will make the payment, we do not have to comply with an
informal request for an unplanned overdraft.)
• Cheque book (including cancellation and replacement if lost
or stolen).
• Debit and cash machine card (which may also guarantee
cheques, if your card includes a cheque guarantee logo).
• Regular bank statements (either online or by post).
• Access to a 24-hour service so that you can contact us at
any time to carry out transactions, answer queries or obtain
assistance.
• Access to a cash machine network in the UK and abroad (fees
apply for card use abroad).
There are additional services and facilities which you may ask
for. These include, among others, stopping cheques, the special
presentation of cheques, issuing banker’s drafts, providing you
with copies of paid cheques or extra copies of statements and
CHAPS payments.
You should consider which account is best for you. If you
wish to change the type of account that you have at any time,
you should contact us to discuss the options available.
Fees for our services
Our current fees are listed in the rates and fees leaflet applicable
to your account. Additional fees may also apply for some
transactions that are not covered by this agreement, such as
international payments. Fees for these services are contained in
separate conditions which you will receive when you ask to use
those services.
Under this agreement you agree to pay us those fees in exchange
for the various services that we provide, including the main
services and facilities. You can keep up to date with them by
telephoning us, by visiting a branch or by looking at our website.
This will allow you to decide whether or not you wish to incur
them, and to manage your account accordingly.
The fees which you will have to pay will depend upon the type
of account that you have and the way in which you operate
your account. If your account remains in credit then you will
not usually have to pay any fees for having the benefit of the
main services and facilities but we will charge you a daily fee
or interest if at the end of any day, your account is overdrawn.
Daily fees and interest rates for planned overdrafts are lower
than daily fees and interest rates for unplanned overdrafts.
Our charging structure means that, in exchange for receiving the
benefit of the main services and facilities, including the benefit
of any overdraft that causes a daily fee or interest, you agree to
pay our fees, including daily fees.
What can you do to minimise overdraft fees?
• Repay any overdraft as soon as you can.
• If your account offers an overdraft facility, ask us about
arranging an overdraft as our daily fees and interest rates are
lower for planned overdrafts than unplanned overdrafts.
• Check your available balance on the internet, by telephoning
us or through a cash machine to make sure you have enough
money in your account to pay everything due. The money in
your account must be available for withdrawal (for example
you must have waited for any cheques you have paid into your
account to be available).
Key information
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• If you go into overdraft in the course of a day, ensure that your
overdraft is repaid by the end of the day to avoid paying the daily
fee or interest for that day.
• Keep a record of any cheques you write and when they have been
paid, so that you know how much money is left in your account.
Someone can pay a cheque you have written into their account
up to six months after you have written it.
• Check your statements and make a list of the dates of your
regular payments (for example, mortgage, loan or rent). Keep a
list of when all your direct debits and standing orders are due.
• If a direct debit payment date is at a bad time in the month
for you, (for example, just before you are paid), contact the
company involved and ask them if they would collect it at a more
convenient time.
• If you have fees to pay, remember to include these in your
budget. Information that will help you to keep track of your
finances is available in the rates and fees leaflet applicable to
your account.
• If your account offers the facility, sign up to receive mobile alerts
if you go into an unplanned overdraft.
Changes to facilities and fees
We review our services and facilities, and the way in which we
charge for them, from time to time. In Section 3 we set out when
we may change the conditions and fees for your account and how
we will tell you about the changes.
Section 2 – Special conditions
Special conditions for banking
This section gives details of the special conditions which apply
to your account in addition to the Halifax Bank Account terms
and conditions.
Halifax Reward Current Account
Special conditions:
(a) Available to people aged 18 or over who must be resident
in the UK.
(b) Up to two account holders on an “either to sign” basis only.
You can hold one Reward Current Account in your sole
name and one in joint names.
(c) You will receive reward payments if you meet the
conditions set out in our Reward Payments, Interest
and Account Fees leaflet.
(d) You can withdraw up to £500 a day using Halifax, Bank of
Scotland or LINK cash machines. Cash withdrawals of up to
£2,500 a day can be made over the branch counter. If you
want to withdraw more than £2,500 a day you will need to
give your branch advance notice.
(e) You can withdraw up to £300 a day at any Post Office®.
Once registered, you can also deposit cash and cheques, as well
as make balance enquires, on your registered account.
(f) Reward Current Accounts opened after 6th December 2009
must be funded with at least £1,000 per calendar month.
Halifax Ultimate Reward Current Account
Special conditions:
(a) Available to people aged 18 or over who must be resident
in the UK.
(b) Up to two account holders on an “either to sign” basis only.
You can hold one Ultimate Reward Current Account in your
sole name and one in joint names.
(c) Customers with the Ultimate Reward Current Account
must pay a monthly fee (“the account fee”) which will be
automatically deducted from the account on the first
working day of the month. As account fees are paid in
arrears, if an account is opened after the first working day
of the month, that account fee will be pro-rated and paid
on the first working day of the following month. In return
for the account fee they receive a range of account benefits
including the day-to-day standard features of a bank
account and the enhanced banking services associated with
this account together with a range of other benefits (“the
Account Benefits Package”). The Account Benefits Package
is a single integrated package and no additional value or
discount is, or can be, given to customers who either solely
use just the account and/or the insurance benefits. All
customers are entitled to benefit from all of the Account
Benefits Package (where applicable) and none of the
benefits are severable. Details are set out below.
(d) In opening an Ultimate Reward Current Account you
agree to be bound by the specific conditions applying
to the different benefits and policies that form part of
the Account Benefits Package. In particular you have an
agreement with us for the provision of the Ultimate Reward
Current Account and separate contracts of insurance
with each insurance company under which the premium
is collected and paid by us as agents of the underwriters.
We do not charge you any fee in connection with the
provision of insurance. You agree to comply with, and be
bound by the policy conditions issued to you relating to
the insurance cover and other services which comprise
the Accounts Benefits Package; and with the right of the
insurers or service providers to change the applicable
cover or conditions, in accordance with the relevant policy
conditions on the applicable notice periods.
(e) You can withdraw up to £500 a day using Halifax, Bank of
Scotland or LINK cash machines. Cash withdrawals of up to
£2,500 a day can be made over the branch counter. If you
want to withdraw more than £2,500 a day you will need to
give your branch advance notice.
(f) You can withdraw up to £300 a day at any Post Office®.
Once registered, you can also deposit cash and cheques, as
well as make balance enquires, on your registered account.
(g) The insurance cover and other services that come with the
Account Benefits Package will end if:
(i) your Ultimate Reward Current Account is closed;
(ii) you fail to pay the account fee;
(iii) your account is changed to another type of account
with us;
(iv) your residential address is no longer in the UK.
Any other insurance policies that you have taken out
yourself at a discount as part of the Account Benefits
Package will not be affected.
(h) You agree that we can change the insurer of any of the
insurance policies or the providers of any of the other
services by giving you notice in good time. This will be
before the change takes effect if that is required by a code
of practice that applies to us or by our regulators or
another similar body.
(i) You agree that any fees, premiums or claims monies held by
members of the group and its agents are held by them as
agents of the underwriters.
(j) If a sole account holder dies the benefits and policies
automatically cease. If one of two joint account holders dies
the benefits and policies will pass to the survivor.
(k) We may vary all or part of the Account Benefits Package
under condition 12 of the Halifax Bank Account terms
and conditions (unless we withdraw the Account Benefits
Package altogether, as referred to below in special condition
(n)). If we vary the Account Benefits Package in whole or
in part we may vary the account fee in accordance with
special condition (m).
(l) We may vary the special conditions applying to the Ultimate
Reward Current Account under condition 12 of the Halifax
Bank Account Conditions. For example, we may make it a
requirement that you fund your account with a minimum

monthly amount before you are entitled to preferential
account fees or preferential daily fees on the account.
(m) We can change the amount we charge you for the
Account Benefits Package under condition 12 of the
Halifax Bank Account Conditions. We will give you at
least two months prior notice of any such change.
(n) We may decide to amend all or part of the Account
Benefits Package at any time under condition 12 of the
Halifax Bank Account Conditions. If we do so, but subject
to special condition (o) below, we will give you at least
two months prior notice. Any applicable insurance cover
and other services that you have as part of the Account
Benefits Package which is being withdrawn will continue
for the applicable notice periods from the date we notify
you. On expiry of the notice, we may revise the account
fee to you to reflect the amended Account Benefits
Package. If we withdraw the Account Benefits Package in
its entirety we may also vary the terms for your account
to reflect one of the other current accounts in our range
that has similar features but no Account Benefits Package.
Any other insurance policies that you have taken out
yourself at a discount as part of the Account Benefits
Package will not be affected.
(o) If you provide any false or inaccurate information to us
or to the companies providing the policies under the
Account Benefits Package we and they will be entitled
to cancel the cover immediately without notice to you.
(p) If you close your Ultimate Reward Current Account, or
transfer to another of our accounts, your final account
fee will be pro-rated for the month of closure.
The Account Benefits Package
The benefits you are entitled to with your Ultimate Reward
Current Account are detailed in full in the Ultimate Reward
Current Account Getting Started Guide. As well as the dayto-day
standard features of a bank account and the enhanced
banking day-to-day services associated with this account, the
Ultimate Reward Current Account provides an Account Benefits
Package which also includes:
Worldwide multi-trip family travel insurance, including winter
sports (up to age 65 only) and golf. Cover is activated the day
after your account is opened and funded. Covers two adults
and any number of children under the age of 16; or any children
under the age of 23 in full time education. The maximum age
for cover is 70 years and is only available to residents in the UK.
Customers’ pre-existing medical conditions must be notified to
the underwriters who may decide that top-up cover is required.
Cover renews month by month subject to payment of the
account fee.
Car breakdown cover. Covers you (and a joint account holder
if applicable) in any vehicles in which you are the driver or
passenger (unless used for hire and reward). Cover is activated
once your account is open and funded. Policy includes Home
Start and Accident Management Service. Policy applies to
residents of the UK, Channel Islands and Isle of Man only.
Standard conditions and exclusions apply. No refund available if
you cancel the policy.
Mobile phone insurance. One mobile phone (two if a joint
account) is covered against loss, theft, accidental or malicious
damage, breakdown, liquid and water damage up to a maximum
claim limit of £2,000 per phone and up to two claims per account
per year. The maximum limit of cover for unauthorised calls is
£650, including VAT, for a pre-pay (pay as you go) phone and
£1,500, including VAT, for a post-pay (contract) phone. The Policy
is underwritten by London General Insurance Company Limited,
who are authorised and regulated by the Financial Services
Authority (FRN 202689).
Card protection. Cancels and replaces all cards that have
been lost or stolen in one phone call. Cover up to £50 towards
replacing your bag, wallet or purse if it is lost or stolen with one
of your cards in it. Cover up to £50 for an emergency passport
replacement if it is lost with your card.
Home emergency cover. Up to £250 towards the cost of
securing your home in the event of specific, pre-determined
home emergencies. Details are in your Ultimate Reward Current
Account Getting Started Guide.
Extra account benefits. In addition to the Accounts Benefits
Package, we may offer you extra benefits. Details of the extra
account benefits will be given to you on account opening or
from time to time. We may vary, withdraw or replace all or part
of the extra account benefits at any time. Check our website or
call us for details of the current extra benefits.
Travel Insurance is arranged through FirstAssist Insurance
Services Limited. Registered Office at Marshall’s Court, Marshall’s
Road, Sutton, Surrey SM1 4DU. Authorised and Regulated by the
Financial Services Authority.
The policy is underwritten by Great Lakes Reinsurance (UK) PLC.
Registered Office: Plantation Place, 30 Fenchurch Street, London
EC3M 3AJ. Authorised and Regulated by the Financial Services
Authority.
Car Breakdown Cover is provided by the AA (The Automobile
Association Limited). Registered Office: 22 Grenville Street, St
Helier, Jersey JE4 8PX, Channel Islands.
Accident Management is underwritten by Acromas Insurance
Company Limited. Registered Office: 57-63 Line Wall Road,
Gibraltar. UK branch address: Acromas Insurance Company
Limited, Enbrook Park, Folkestone, Kent CT20 3SE.
Key information
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Halifax Current Account
Special conditions:
(a) Available to people aged 18 or over who must be resident
in the UK.
(b) Up to two account holders on an “either to sign” basis
only.
(c) You can withdraw up to £500 a day using Halifax, Bank of
Scotland or LINK cash machines. Cash withdrawals of up
to £2,500 a day can be made over the branch counter. If
you want to withdraw more than £2,500 a day you will
need to give your branch advance notice. Where Control
applies to your account the daily withdrawal limit using a
cash machine is £300.
(d) You can withdraw up to £300 a day at any Post Office®.
Once registered, you can also deposit cash and cheques,
as well as make balance enquires, on your registered
account.
Halifax Current Account with Control
Special Conditions:
(a) Where Control applies to your account, we will not treat
a request to make a payment out of your account for
which you do not have available funds as a request for an
unplanned overdraft (or for an increase in an unplanned
overdraft), except where:
(i) You use your card or your card details to make a
payment to a retailer where the retailer does not or
is not able to check with us that you have available
funds in your account before accepting payment
(including, where applicable, recurring payment
transactions);
(ii) We have to take money out of your account when
a cheque you paid in is returned unpaid. For further
information see condition 8 of your Halifax Bank
Account terms and conditions; or
(iii) the planned overdraft limit on your account is
reduced, and you do not have available funds to
keep within your new planned overdraft.
(b) We will charge you a monthly account fee of £10 for each
month that you have Control on your account (if you
add or stop Control part way through a month, we will
only charge you for the period you have had it on your
account). We will take this fee from your account on
the last working day of each monthly billing period after
Control has been added to your account. Monthly billing
periods are different from calendar months as they start
on the day after the first working day of the following
month. The last day of a monthly billing period is the first
working day of the following month.
(c) Where you do not have available funds to make a
payment and we do not treat the payment as a request
for an unplanned overdraft, you will not be able to make
that payment (we will write to tell you of this).
(d) To apply Control to payments you ask us to make by using
your Visa debit card, we may replace your Halifax Visa
debit card with a new Visa debit card. If we do, when you
receive your new Visa debit card you must immediately
destroy all other cards linked to your account.
(e) Fees applicable to any planned overdraft which you may
have will be unaffected by the addition of Control to your
account. For details of our current planned and unplanned
overdraft fees please refer to page 47 of this guide.
(f) Control is only available for Halifax Current Accounts.
It is not available for Halifax Ultimate Reward Current
Accounts, Reward Current Accounts or Student Current
Accounts.
(g) If you want to stop Control applying to your account,
you can tell us at any branch or by calling 08457 20 30 40.
(h) We will stop applying Control to your account if you
change your account so that it is no longer a Halifax
Current Account.
(i) When we stop applying Control to your account, we will
let you know that this has happened.
Halifax Student Current Account
Special conditions:
(a) Available to people aged 18 or over who are students in
full-time education (that means a degree course or similar
course of further education).
(b) Only one account per person.
(c) If there is a credit balance, monthly interest will be paid
directly into the account. Interest rates are variable and are
set out in the Reward Payments, Interest and Account Fees
leaflet.
(d) You can withdraw up to £500 a day using Halifax, Bank of
Scotland or LINK cash machines. Cash withdrawals of up
to £2,500 a day can be made over the branch counter. If
you want to withdraw more than £2,500 a day you will
need to give your branch advance notice.
(e) You can withdraw up to £300 a day at any Post Office®.
Once registered, you can also deposit cash and cheques,
as well as make balance enquires, on your registered
account.
(f) The longest you can qualify for an account is six
years (including the year after you stop being in
full-time education).
(g) If you keep your account after you stop qualifying, these
conditions will no longer apply. We will write at least two
months before the change to explain the full changes to
your account.
Halifax Easycash account
Special conditions:
(a) Available to people aged 16 or over who must be resident
in the UK. Only available for joint applicants aged 18 or
over.
(b) You can withdraw up to £300 a day using Halifax, Bank of
Scotland or LINK cash machines. Cash withdrawals of up
to £2,500 can be made over the branch counter. If you
want to withdraw more than £2,500 you will need to give
your branch advance notice.
(c) You can withdraw up to £300 a day at any Post Office®.
Once registered, you can also deposit cash and cheques,
as well as make balance enquires, on your registered
account.
(d) Cheque books, cheque guarantee cards and planned
overdrafts are not available to use with this account.
(e) This is a basic bank account so there are some things it
will not allow you to do at a branch counter:
(i) Check your balance (use our cash machines,
telephone or online banking services instead);
(ii) Review your recent transactions (use our cash
machines, telephone or online banking services
instead);
(iii) Order an up-to-date statement (use our telephone
banking service or order a mini-statement at a cash
machine instead);
(iv) Make cash or cheque deposits (use the self-service
facilities in branch instead); or
(v) Withdraw less than £300 (use our cash machines to
withdraw up to £300 a day or visit any Post Office®).

Halifax Expresscash account
Special conditions:
(a) Available to people aged between 11 and 15 who must be
resident in the UK.
(b) Only one account per person.
(c) If there is a credit balance, monthly interest will be paid
directly into the account. Interest rates are variable and
are set out in the Reward Payments, Interest and Account
Fees leaflet.
(d) You can withdraw up to £300 a day using Halifax, Bank of
Scotland or LINK cash machines. Cash withdrawals of up
to £2,500 a day can be made over the branch counter. If
you want to withdraw more than £2,500 a day you will
need to give your branch advance notice.
(e) You can withdraw up to £300 a day at any Post Office®.
Once registered, you can also deposit cash and cheques, as
well as make balance enquires, on your registered account.
(f) After you’ve reached 16, we will write to you confirming
whether these conditions still apply. If we are going to
change your account, we will write to you at least two
months before to fully explain your new account.
Halifax Cardcash account
Special conditions:
(a) Available as a new sole named account to people aged
between 16 and 17 who must be resident in the UK.
(b) You can withdraw up to £300 a day using Halifax, Bank of
Scotland or LINK cash machines. Cash withdrawals of up
to £2,500 can be made over the branch counter. If you
want to withdraw more than £2,500 you will need to give
your branch advance notice.
(c) If there is a credit balance and the account holder is aged
between 16 and 17, monthly interest will be paid directly
into the account. Interest rates are variable and are set
out in the Reward Payments, Interest and Account Fees
leaflet.
(d) You can withdraw up to £300 a day at any Post Office®.
Once registered, you can also deposit cash and cheques,
as well as make balance enquires, on your registered
account.
(e) Cheque books and cheque guarantee cards (unless you
are aged 18 or over) and planned overdrafts are not
available to use with this account.
(f) If you are aged 18 or over and we are entitled to charge
you one or more Returned Item Fees, then we can charge
those fees even if it takes your account into overdraft.
If your account goes overdrawn, then we will charge
you interest. Further details of Returned Item Fees and
interest on overdrawn accounts are set out in the Reward
Payments, Interest and Account Fees leaflet.
Section 3 – General conditions
Part A – Contact and security
1. Contacting each other
1.1 Our contact details page sets out the telephone numbers
you should use to contact us for specific purposes in
connection with your account.
1.2 Any instructions you give us are not effective until we
actually receive them. If available on your account for the
particular service you wish to carry out, you can usually use
our telephone, online and mobile services and cash machines
at all times but occasionally repairs, updates and routine
maintenance on our systems and those of our suppliers may
mean that a particular service cannot be used for a short
time (usually just minutes).
1.3 We will contact you using the contact details you give us.
You must tell us if your name or contact details change. If
you do not tell us, we will go on using the details you last
gave us, and we will not be responsible if we fail to contact
you or if we send confidential information to the wrong
address using out of date details. We may charge you our
reasonable costs of finding you (or trying to find you) if your
contact details are not up to date.
1.4 It may be unlawful for you to use online banking or mobile
services in some countries. You must check this and take
appropriate action, such as not using these services. You will
be liable if you break foreign laws, and for any loss you cause
us as a result.
1.5 We may listen into or record any phone calls with you to
check we have carried out your instructions correctly, to
help improve our service, check that we comply with our
regulatory obligations, and to help detect or prevent fraud
or other crimes.
2. Security
2.1 When we contact you or you contact us we need to check
your identity before you can give us instructions or we can
disclose or discuss confidential information about your
accounts. For this reason:
(a) you must sign instructions given on paper;
(b) when you are in a branch, we may ask you for
identification (please see the ‘Withdrawals’ paragraph at
the Important Points to Note section at the back of this
booklet); and
(c) if you are contacting us or giving us instructions by any
other method (for example by using a card, telephone
banking, online banking or by mobile services) you must
do so using the “Security Details” we have given to you
or agreed with you personally.
“Security Details” can be processes or security procedures
we ask you to follow or use, for example, a password or other
information, security numbers or codes such as Personal
Identification Numbers (“PINs”), to make an instruction or
confirm your identity, and which may be used in combination
with something we give you, such as a card with a PIN.
2.2 As long as we have checked your identity in one of the ways
set out above, we will assume that we are dealing with you.
2.3 You must:
(a) follow instructions we give you, which we reasonably
consider are needed to protect you and us from
unauthorised access to your accounts;
(b) not let anyone else use any of your cards or Security
Details, not even someone sharing a joint account with
you as he or she will have his or her own;
(c) keep your cards and Security Details secure and protect
cards from damage;
(d) do all you reasonably can to make sure no one finds out
your Security Details, for example by not:
(i) choosing obvious passwords or codes (such as your
date of birth) as part of your Security Details;
(ii) writing your Security Details on, or keeping them
with your cards or banking documentation;
(iii) writing down your Security Details in a way that is
recognisable; or
(iv) letting anyone listen in to your calls with us, or watch
you entering or making use of your Security Details;
(e) not let anyone else give instructions, or have access
to information, on your accounts unless he or she has
a separate arrangement with us to do so, or you have
authorised him or her to do so under condition 11; and
(f) if there is a place for your signature, sign any card as soon
as you have received it.
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2.4 If you use online banking or mobile services, your computer,
modem and mobile phone must meet any reasonable
requirements we may set; you must carry out your own regular
virus checks; and you must not change or copy any software we
provide, or give it to another person.
2.5 We may replace or renew your card with a different type of
card available under this agreement. We will tell you about the
features of the card when we send you the replacement card
and if the replacement card would change the terms of this
agreement we will give you notice under condition 12.
2.6 You must tell us as soon as you can (see our contact details) if you:
(a) notice any errors;
(b) find our services are not working;
(c) think any cards or Security Details have been lost, stolen,
damaged or are being misused; or
(d) think someone may be accessing your accounts without
your authority or that someone has discovered your
Security Details.
2.7 We strongly recommend you do not email us confidential
information or instructions (as they must only be given through
online banking) and you should not respond to emails asking for
your account information, Security Details or any information
about your card as we will not ask for these details by email. If
you use email, it is at your own risk.
2.8 We will do all we reasonably can to prevent unauthorised access
to your accounts and to make sure they are secure.
3. Statements and information
3.1 We will make a statement available each month there are
payments on the account and will provide you with a paper
statement regularly and at least once a year.
3.2 Where statements are available for your account, you can order
a paper statement at any branch or through telephone banking
(where available).
3.3 You can ask us to provide you with a copy of a paper statement
we have already provided but we may charge you for this.
3.4 We may use messages on or with your statements to tell you
about changes to this agreement or to other agreements or
services you have with us.
3.5 You are responsible for checking statements, text messages
or other account information we give you. If you tell us about
any errors on your account, or if we notice any errors, we will
correct them as soon as reasonably possible.
3.6 You must give any information and help we reasonably ask for to
deal with misuse or unauthorised access to your accounts, or in
relation to any other transaction we, the police or other authorities
are investigating. We may pass on related information to the police
or other authorities, in the UK or (if appropriate) abroad.
3.7 Your statement will set out all the payments into and out of
your account and will contain other additional information
we are required to provide you about those payments. For
international payments, where any information is not provided
you can ask us for details.
Part B – Banking services
4. Opening and processing times and general conditions about
payments
4.1 We process payment instructions on the working day we receive
them. To do this we must receive the payment instruction
before the “cut-off” time for that working day. This is explained
in further detail in the condition below. In this Part B the time
periods we give assume we receive a payment, or your payment
instruction, before the cut-off time on a working day.
4.2 “Working day” has a particular meaning in this agreement:
(a) By working day we mean Monday to Friday (other than
English bank holidays). Although some payments can
be made on non-working days, the processing of these
payments is not completed on our systems until the next
working day as explained below.
(b) In all cases, how long a working day lasts will depend on
the “cut-off” times for that particular method of making
or receiving payments. For example, the cut-off time
is different for branches, telephone banking and online
banking but is usually not before 3.30pm (UK time). If the
payment instruction is not received by the cut-off time on
any working day, we will treat it as being received the next
working day.
You can ask us for further information about the relevant cut
off times.
4.3 We may refuse to accept a payment into an account or make
a payment from it if we reasonably believe that doing so might
cause us (or another company in the Lloyds Banking Group)
to breach a legal requirement or might expose us (or another
company in the Lloyds Banking Group) to action from any
government or regulator.
5. Payments into your account (deposits)
5.1 General conditions about payments into your account
In this condition 5 we explain the timing of different types
of payment into your account, including:
(a) when we show payments in your account;
(b) if we pay or charge interest on your account, when we start
including payments in our interest calculations (either to
work out how much to pay on your balance or how much
to charge if your account is overdrawn); and
(c) when payments are available for you to use for withdrawals
or for making payments out of your account.
5.2 Cash and cheque payments into your account
(a) The following table sets out details of when you can
withdraw funds, and when those funds will be included in
our interest calculations, where you make a payment into
your account:
(i) in cash; or
(ii) by sterling cheque from a bank, other than Halifax, in
the UK, the Isle of Man, Gibraltar or Channel Islands (the
“paying bank”).

Type of
payment
Cash
Cheques
Where paid in
In branch or using an Immediate Deposit Machine
before 5pm, or using an Express Pay-In before 4pm
In branch or using an Immediate Deposit Machine
after 5pm, or using an Express Pay-In after 4pm
In branch or using an Immediate Deposit Machine
or Express Pay-In on a non-working day
When you can
withdraw funds
Same day Same day
When included in
interest calculations
Next working day Next working day
Same day Next working day
Via a cash machine Next working day Next working day
In branch or using an Immediate Deposit
Machine before 5pm*, or using an Express
Pay-In before 4pm
In branch or using an Immediate Deposit Machine
after 5pm*, or using an Express Pay-In after 4pm
or on a non-working day
Via a cash machine
* 2pm if using an Immediate Deposit Machine in Northern Ireland.
Payments at the Post Office®
(b) If cash or a cheque is paid in at the Post Office® an extra
working day has to be added to these timings.
Halifax cheques
(c) Where we are also the paying bank, and the cheque
is from a Halifax personal account for a value of up to
£1,000 and is paid in either at a branch counter before
5pm or an Express Pay-In before 4pm, we will show it in
your account and allow you to use it on the same day
that we receive it. We will start paying you interest (if
applicable) straight away. For cheques over £1,000 we
will allow use and pay interest at the times stated in
condition 5.2 (a) above.
All cheques
(d) We will show a cheque in your account on the same day
that we receive it.
(e) A cheque may still be returned unpaid up until the sixth
working day after we receive it. From the end of the sixth
working day after we receive it, if the cheque is returned
unpaid by the paying bank, we cannot take money from
your account without your consent unless you have
acted fraudulently.
(f) So, for example, if you pay in a non-Halifax cheque on a
Monday, you will see it on your account the same day,
it counts towards interest (if applicable) on Wednesday,
you can use the money on Friday and we cannot take the
payment out of your account after the following Tuesday.
For cheques paid in by other means, an additional working
day is added to the times shown above.
(g) If a cheque is returned unpaid by the paying bank before
the end of the sixth working day from the day it is paid in,
we can take the money back out of your account, even if
you have already spent it or it puts you into overdraft. If this
happens, we will let you know.
(h) If you need to be sure a cheque has been paid, please
ask us about our special presentation service at the time
you pay in the cheque. We will tell you if there is a fee
for this service.
4 working days after
the day of deposit
5 working days after
the day of deposit
5 working days after
the day of deposit
2 working days after
the day of deposit
3 working days after
the day of deposit
3 working days after
the day of deposit
5.3 Foreign cheques paid into your account
If you want us to obtain payment for you of a sterling
cheque paid out of an account at a bank abroad or a cheque
which is not in sterling, please ask us for details of our foreign
cheque payment service.
5.4 Payments into your account (other than cash and cheque
payments).
This sub-condition covers payments that are not made by
cash or cheque, such as standing orders and direct transfers
from another account.
(a) When we receive a payment for your account in sterling (£),
we will show it in your account and (if applicable) it will earn
interest (or reduce interest you pay) from that day. We will
allow you to use it straightaway.
If you make a transfer between your personal accounts
with us on any non-working day, the amount you transfer
will leave one account (account A) and will be available for
you to use from the other account (account B) that day.
If applicable, the amount will count towards interest on
account A until the next working day when it will count
towards interest on account B.
International payments into your account
(b) When we receive a payment for your account in a foreign
currency, we will convert it into sterling before we pay
it into your account. We will show it in your account
and make it available for you to use straightaway and (if
applicable) pay interest on it (or use it to reduce the interest
you pay) from the same day. For some currencies, we may
be unable to convert the payment into sterling on the day
that we receive it. If this is the case, we will convert it as
soon as we are reasonably able to and will add it to your
account up to two working days after we receive it.
(c) We will use our Retail Reference Exchange Rate for
buying the relevant currency that applies on the day
we receive the payment. You can find out our Retail
Reference Exchange Rate by calling us on the number
given in our contact details at the front of this booklet.
(d) We may take our fees for dealing with the international
payment before we add it to your account but if we do
so we will tell you the full amount of the payment and
the fees that applied.
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6. Payments out of your account (withdrawals)
6.1 General conditions about payments out of your account
(a) We are entitled to assume we are dealing with you, and that
you have agreed to us acting on any instructions, without
getting further confirmation from you:
(i) if you ask us to make a payment using your Security
Details (for example a card and PIN at a cash machine or
the passwords you have chosen for Telephone or online
banking) as long as any relevant security checks have
been completed by us or, in the case of a card with
contactless functionality, using that functionality; and
(ii) otherwise, if you have signed a cheque or other
document containing the payment instruction.
(b) When you give us a payment instruction to transfer funds
to another account (other than by cheque), you must give
us the sort code and account number for payments in the
UK, or the equivalent information for payments outside the
UK, and any other details we ask you for such as the name
of the person you are sending the payments to, so we can
make the payment. (If you give a payment instruction using
Telephone Banking or online banking or mobile services,
we will ask you to check and confirm your payment
instruction). You are responsible for checking the details are
correct. We will not be liable if your payment is delayed or
sent to the wrong person because you gave us the wrong
details. If a payment does go to the wrong person because
you gave us the wrong details, we will use reasonable efforts
to recover the payment and, if we manage to do so, we may
charge you our reasonable costs.
(c) If we accept your instructions to make a payment on a
future date, we will make the payment that day. If the
payment falls on a non-working day we will make the
payment on the next working day.
(d) We explain when you need to tell us if you want to cancel
or change a payment instruction in further detail below. If
you ask us to cancel a payment instruction we may charge
you our reasonable costs for trying to cancel it, whether or
not we succeed.
(e) If you need to give us a payment instruction which is
particularly important, you should contact us either in
person (by going to a branch) or by Telephone Banking.
(f) You will not be able to give a payment instruction using
a card or your Security Details if we have stopped, or
suspended, your ability to use them. We can do this if we
reasonably consider it necessary for reasons relating to:
(i) the security of a card or your Security Details; or
(ii) suspected unauthorised or fraudulent use of a card or
your Security Details; or
(iii) a significantly increased risk that you may be unable to
pay any money you owe us on the relevant account.
Unless the law prevents us from doing so or we believe it would
undermine our security measures, we will try to contact you
by telephone or in writing in advance to tell you that we have
done this and our reason for doing so. If we are unable to tell
you in advance we will tell you as soon as possible afterwards.
As cards belong to us, we (or a person or other organisation
acting for us, for example another bank operating a cash
machine), may take or retain a card on our behalf if we stop or
suspend your rights to use it. If we stop or suspend a card you
must stop using it.
(g) We may refuse to carry out a payment instruction, or other
transaction on your account, such as a withdrawal in one of
our branches if:
(i) you do not have available funds to make the payment
or you have exceeded a limit we have applied to your
account or card (such as the daily limit for withdrawals
from cash machines);
(ii) the payment instruction is not clear or you have not
provided us with the correct details;
(iii) there is a legal requirement or a court or other
authority that tells us to act in that way;
(iv) the payment seems unusual compared with the way
you normally use your account;
(v) we reasonably believe you or someone else has used or
is using or obtaining, or may use or obtain a service or
money illegally or fraudulently;
(vi) we reasonably believe that someone else may have
rights over money in your account (in this case we can
also ask (or require you to ask) a court what to do, or
do anything else we reasonably need to do to protect
us); or
(vii) any other reason set out separately in this agreement
applies.
(h) We may not be able to carry out a payment instruction if the
organisation you are sending the payment to is not a member
of the Faster Payments scheme.
(i) For security purposes we have internal controls in relation to
certain transactions or on the maximum amount that can be
taken out of your account in certain circumstances which
may mean we refuse to carry out a payment transaction or
require you to produce additional identification. We will let
you know if we are stopping a payment for this reason.
(j) We use systems to identify payments that seem unusual
and to help us prevent the misuse of your account. This may
include using widely available geographical mobile phone
technology when assessing the location of a proposed
payment if you ask us to send funds from your account
elsewhere. Where we think an unusual payment involves
misuse we may investigate further, for example by calling
you, or refusing to make the payment.
(k) If we prevent you from using your account or cards or refuse,
or we are unable to make a payment under this agreement,
we will act in a manner we think is reasonably appropriate
for the circumstances and try to reduce the inconvenience
to you.
(l) Unless the law prevents us from doing so, we will try to
contact you to tell you that we are refusing, or are unable
to act on your payment instruction. We will do this at
the earliest opportunity. If you are using a card to make a
payment or withdrawal from a cash machine, the retailer or
organisation which owns the cash machine will tell you that
the payment has been refused.
(m) You can also contact us to find out (unless the law prevents
us from telling you) why we have refused to act on your
payment instruction and how you can correct any factual
errors that led to our refusal.
(n) We are not liable if a retailer or another organisation (or its
cash machine) does not accept your card or card number.
(o) We are not liable for failing to make a payment if the
organisation you are sending the payment to is not a
member of the Faster Payments scheme.
6.2 Payments (other than payments made by card and cheque)
(a) If you ask us to make an immediate payment or a future
dated payment (including a standing order to an account at
another bank in the UK), the following applies:
(i) We will use the Faster Payments scheme if it is available
and the organisation you are sending a payment to is a
member of the scheme;
(1) An immediate payment can be made using the
scheme 24-hours a day, seven days a week. We will
take the payment from your account straightaway
and the payment will normally reach the receiving
account within two hours.
(2) Standing orders and future dated payments can be
made using the scheme on working days only and
the payment will reach the other bank the same
day we send it.

You can check with us when you make a payment whether
the organisation you are sending the payment to is a member
of the Faster Payments scheme.
(ii) If we cannot make the Payment using the Faster
Payments scheme you can contact us to ask if there
is any other method available to make the payment.
International payments
(b) If you ask us to make a payment to a person with an
account at a bank in the EEA, other than the UK, and the
payment is in euro, the payment will reach the other bank
no later than the next working day after we received the
payment instruction. For payments in other EEA currencies
to countries within the EEA, the payment will reach the
other bank no later than four working days after we
received your payment instruction. The bank receiving
the payment from us is required by law to pay it into its
customer’s account on the day it receives the payment
from us.
(c) If you ask us to make a payment to a person in another
currency or with an account at a bank outside the EEA,
you can ask us for details about how long the payment
will take to arrive. We will not be able to control exactly
when the payment will be received by the foreign bank.
This will depend on the banking practice of that country.
(d) We will use our Retail Reference Exchange Rate for
selling the relevant currency on the day we make the
payment unless we tell you a different rate applies when
you ask us to make the payment. If you make a sterling
payment, we cannot control the exchange rate applied
by the foreign bank. You can find out the current Retail
Reference Exchange Rate by calling us on the number set
out in our contact details.
(e) When you ask us to make an international payment, we
will also tell you about any fees that may apply.
(f) We have to send an international payment through the
banking system in the foreign country and we may need to
appoint an agent in that country to do it for us.
(g) Where we properly incur any costs or other obligations
when acting for you in making an international payment,
you must reimburse us and take any other steps needed
to put us in the position we would have been in had we
not acted for you.
Direct debits
(h) If you give a business or other organisation (in the UK or
EEA) authority to collect payments from your account
on a regular basis, they will normally tell you at least 10
working days before changing the payment dates or
amount of money they ask us to pay from your account,
unless you agree otherwise.
(i) We allow direct debit payments to be collected from your
account on the date specified in the direct debit instruction
or if not a working day, the next working day.
(j) If you think there has been an incorrect direct debit
payment you should tell us immediately so that we can
arrange a full and immediate refund – even if the original
error was made by the business or organisation who set it
up. You should also contact them to let them know what
you have done and why.
Cancelling or changing a payment
(k) If you ask us to make a payment immediately, we cannot
change or cancel the payment instruction because we
start processing it when we receive it. You can cancel a
standing order and any other payment which you asked
us to make on a future date as long as you tell us by the
end of the last working day before the payment is due
to be made.
(l) If you wish to cancel or change a direct debit, as well as
telling us so that we can suspend any further payments,
you must tell the business or organisation so that they
can cancel the direct debit.
Banker’s Drafts
(m) We will allow you to carry out a withdrawal from your
account by Banker’s draft but we may refuse to provide a
draft if the withdrawal is below a certain amount.
6.3 Card payments
(a) If you use your card to withdraw cash or to make a
payment, we will take the amount of the withdrawal or
payment from your account after we receive confirmed
details of the withdrawal or payment from the relevant
card association (eg VISA). Your account may be debited
on a non-working day.
(b) If you use your card for a cash withdrawal or to make
a payment in a currency other than sterling, we will
convert the amount withdrawn, or paid, into sterling
on the day it is processed by the international payment
organisation (for example, Visa or MasterCard) whose
name or marks appear on the card. The exchange rate we
use is the Visa Payment Scheme Exchange Rate and we
will charge a non-sterling transaction fee of a percentage
of the amount of the transaction. This percentage and
other fees that apply are set out in the rates and fees
leaflet applicable to your account. You can find out the
exchange rate by telephoning the relevant number set
out in our contact details, however, if you call before a
transaction is added to or taken from your account, the
rate we provide will only be indicative.
(c) However, if you use your card to withdraw foreign currency
from a cash machine in the UK, you will be dealing with
the bank operating the machine (rather than us) for the
conversion into that foreign currency. That bank will set the
exchange rate and may charge you for the conversion.
(d) If you wish to cancel payments made on a regular basis
from your card account, such as magazine subscriptions,
you can tell us that you no longer consent to these
payments being made. You can do this at any time before
the end of the last working day before the next payment is
due to be made. We will then stop the payments. We also
advise that you contact the person you make the payment
to so that they do not keep trying to take the payment.
You will need to contact them if you want to cancel your
agreement with them in any case, as we cannot do that
for you. You will also need to tell anyone you make regular
payments to if your account is closed or your card number
changes otherwise they may not be able to collect your
payments.
(e) If a retailer agrees to give a refund for a purchase made
using a card payment, we will make the refund when we
receive details of it from the retailer.
6.4 Refunds for payments
(a) If you become aware of a transaction by way of
automated payment or card transaction which has
not been properly authorised or has been incorrectly
executed on your account you must notify us by phoning
us (see our contact details). This notification must be
provided as soon as you become aware of the error and
in any event within 13 months of the date the transaction
is debited to your account. If you do not notify us, you
will not be entitled to a refund under this condition 6.4.
(b) You may be entitled to claim a refund in relation to
transactions undertaken by automated payment or card
transaction where:
(i) a transaction was not authorised;
(ii) we are responsible for a transaction which was
incorrectly executed and you notified us in
accordance with condition 6.4 (a); or
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42
(iii) a pre-authorised transaction did not specify the exact
amount at the time of the authorisation and the amount
charged by a supplier was more than you could reasonably
have expected taking into account normal spending
patterns on the account or the circumstances of the
transaction. A claim for a refund in these circumstances will
not be accepted if you have consented to the transaction;
the amount of the transaction was made available to you
at least four weeks before the transaction date; or the
request for a refund is made more than eight weeks after
being debited from the account.
We will not be liable where we can prove that the payee’s
bank or building society is at fault.
(c) In the case of a disputed transaction the burden of proving
fraud or gross negligence will lie with us.
(d) If you are eligible for a refund under this condition, we will
reimburse you for any fees you have incurred as a result of
the incorrect execution.
6.5 Cheque payments
(a) When we receive a cheque you have written we will
take the money from your account on the same day. We
typically receive cheques within a few days of you writing
them, but the exact timing depends on when the person
you gave the cheque to pays it into their account (which
can be months later).
(b) It is your responsibility to make sure you have available funds
in your account to cover any cheques you have written.
(c) You may be able to stop a cheque (apart from a guaranteed
cheque) that has not yet been paid in by calling us with
details of the cheque number, amount and date, who it is
payable to, and similar details for any replacement cheque.
We may charge for trying to stop the cheque, whether or
not we succeed.
(d) You may not ask us to pay a cheque later than when we
receive it by writing a future date on it. We will not be
liable if we pay the cheque before that future date. You can
instead use telephone banking or online banking to tell us
to make a payment on a future date.
(e) If someone asks you to replace a cheque (because, for
example, he or she says it is lost or there is a problem with
it), it is your responsibility to ask for the old cheque back
(and to destroy it), or to ask us to stop the old cheque,
before you write a new one. If you do not do this, there is a
risk that both the old and replacement cheques will be paid
from your account.
(f) We may not accept a cheque for payment out of your
account if it is more than six months old.
(g) If we have given you a card with a cheque guarantee symbol
on it, you may, until 30 June 2011, use it to guarantee our
payment of cheques up to the amount stated on the card
from your accounts. It only covers cheques issued in the UK,
Channel Islands and Isle of Man. The Cheque Guarantee Card
Scheme is being closed on 30 June 2011 and cheques written
and dated after then will no longer be guaranteed by us, even
if your card still displays a cheque guarantee symbol.
(h) To guarantee payment of a cheque, you must sign and date
the cheque in the presence of the person you are making
the payment to (such as a retailer). They will check the card
has not expired and they (not you) must write the card
number on the back of the cheque.
(i) A cheque guarantee card is to give an assurance to the
person you are making the payment to that we will pay the
cheque even if there are not available funds in your account
to make the payment.
(j) We may pay any cheque you have written which appears to be
properly guaranteed, even if there are technical irregularities in
how the card has been used or the cheque has been made out
(for example, if it is not properly signed or dated). You cannot
stop payment of a guaranteed cheque.
(k) You must not write a guaranteed cheque more than once
in a transaction or to obtain cash more than once a day.
Otherwise, we may not pay the cheque.
7. Reward payments, interest and account fees
7.1 We give you details of our current interest rates (where
applicable), reward payments (where applicable), and any fees
for the normal running of your account (such as monthly
account fees, fees for certain card payments, and overdraft
fees) and billing periods in the rates and fees leaflet applicable
to your account. You can also find them out by contacting us
and on our website. We may change our reward payments,
interest rates, fees and billing periods under condition 12.
7.2 We will calculate any interest we pay or charge on a daily basis
(unless we have told you otherwise).
7.3 If you have an eligible account we will credit your account with
a reward payment in respect of any month that you meet the
conditions relevant to that account.
7.4 The special or additional conditions will tell you when and how
we pay interest or reward payments, if any, on your account. If
the day interest or reward payments are due to be paid on an
account is not a working day, we will pay them up to, and on,
the next working day unless the special or additional conditions
for your account state otherwise. We will calculate interest (if
applicable) at the end of each working day and we will calculate
reward payments (if applicable) at the end of each calendar
month. You may not therefore be able to withdraw interest or
reward payments until the following day. We pay compound
interest if interest is credited to the same account (rather than
to another account) as it becomes part of the account balance
and counts towards the amount we pay interest on. Unless
the special or additional conditions say otherwise, interest will
be credited to your account. If you make a withdrawal from
your account then we pay you interest on the amount of the
withdrawal up to and including the day before it leaves your
account, unless you make the withdrawal on a non working day.
In this case we will continue to pay interest up to and including
the day before the working day following your withdrawal, for
example if you make a withdrawal on a Saturday we will pay
interest on the amount withdrawn on the Saturday and the
Sunday but not the Monday (provided the Monday is not a
bank holiday).
7.5 Where we add reward payments to your account, we pay it
“net” (after deduction of income tax currently 20%). You cannot
register to receive this payment gross as a non-UK tax payer. If
you have an interest bearing account, your interest will be paid
either net or gross dependent on your personal circumstances.
You may claim income tax back from HMRC if the amount of
tax we have taken off is more than you have to pay. Interest
will only be paid gross if you are registered with us as a non-tax
payer. A separate registration form is required for each account
you hold. Higher rate tax payers may have to pay additional tax
themselves.
7.6 We will calculate interest and daily fees at the end of every
monthly billing period unless we tell you otherwise in the
additional conditions for your account. We may also charge
compound interest.
7.7 We may take interest (if applicable), daily fees and other fees
you owe us from the same account. We will tell you personally
about overdraft, daily and other fees and interest you have to
pay at least 14 days before we take them from your account
and we will tell you the date on which we will take them.
8. Overdrafts
Planned overdrafts
8.1 If overdrafts are available on your account, you may formally
request, and we may agree to provide, a planned overdraft which
will allow you to borrow money from us up to a certain limit. You
may make such a formal request by contacting us specifically to
organise an overdraft or increase your overdraft limit.

8.2 If we agree to a planned overdraft, we will decide your
overdraft limit and tell you what it is. We will also tell you
when we will review it. At that time we will review your
planned overdraft and decide whether or not to continue to
provide it at the same limit, and inform you of our decision
by letter. We may also change your planned overdraft if
condition 8.3 applies.
8.3 We may change your overdraft limit at any time but we will
usually only reduce your overdraft limit or withdraw your
planned overdraft where:
(a) you have failed to fund your account regularly;
(b) you are in breach of a condition relating to use of the
overdraft;
(c) your circumstances have changed for the worse;
(d) we reasonably believe that the risks of lending to you
have increased;
(e) we reasonably believe that the reduction or withdrawal
of the overdraft facility is necessary to prevent you from
incurring a debt which you will be unable to repay; or
(f) you have not regularly used the full amount of your
planned overdraft facility within the last 12 months.
8.4 If, at the end of any day, your account is overdrawn within
your overdraft limit, we will charge you interest or a daily fee
that applies to planned overdrafts; please see the rates and
fees leaflet applicable to your account.
8.5 We will tell you about interest, daily fees and other fees
for planned overdrafts on your statements. Within your
statement we will also tell you the exact date any interest
and daily fees will be debited. This may not be the exact
same day each month. You will always be given at least 14
days notice before we take them.
Unplanned overdrafts
8.6 If available on your account, you may also make an informal
request for an overdraft by giving us an instruction to make
a payment which, if we complied with it, would make your
account exceed or further exceed its overdraft limit or, if
you have no planned overdraft, cause your account to be
overdrawn or further overdrawn. An overdraft which has
not been planned with us in advance is called an unplanned
overdraft.
8.7 Whenever you make an informal request for an overdraft,
we will consider it and decide whether or not to comply
with it. We do not have to comply with any such request,
unless we have guaranteed to a third party that we would
make the payment requested.
8.8 If, on considering an informal request for an overdraft, we
decide not to make the payment, we will inform you of our
decision by letter.
8.9 If, at the end of any day, your account is over your
overdraft limit, or, if you do not have a planned overdraft,
is overdrawn, we will charge you interest, the daily fee or
other fees that apply to unplanned overdrafts; please see
the rates and fees leaflet applicable to your account. If you
make a payment on a Saturday which takes you overdrawn
or over your planned overdraft limit, it will be shown on your
account that day and you will be charged daily fees from
that day even though the payment is not taken from your
account until Monday.
8.10 If we grant your request for an unplanned overdraft, we will
write to you on the next working day following the first day
your account goes into an unplanned overdraft and, if you
have a Reward Current Account, Ultimate Reward Current
Account, or Current Account, as long as your account remains
in an unplanned overdraft, we will write to you approximately
every seven days. We will also tell you about interest, any
daily fees or other fees for unplanned overdrafts on your
statements. Within your statement we will also tell you the
exact date any interest and daily fees will be debited. This may
not be the exact same day each month. You will always be
given at least 14 days notice before we take them.
All overdrafts
8.11 The current interest rates, daily fees and other fees for
overdrafts are set out in the rates and fees leaflet applicable
to your account.
8.12 If we have:
(a) asked you to pay any money you owe us on your account;
or
(b) received a court judgment for you to pay any money you
owe us on your account;
then for as long as your account is overdrawn, you will have
to pay any interest or daily fees on your overdraft.
8.13 At any time we may require you to pay us the whole or part
of any overdraft, interest and fees which you owe on your
account.
8.14 If your account is closed, we will work out interest or daily
fees for each day your account is overdrawn in the month
in which the account is closed (including the day on which
it is closed). You have to pay us this sum which has not yet
been applied to your account. You will also have to pay any
overdraft which you owe us.
8.15 If you do require an overdraft or an increase to a planned
overdraft, it would be in your interests to contact us to discuss
your borrowing requirements as it will be cheaper for you to
have a planned overdraft rather than an unplanned overdraft.
9. Benefits packages included with certain accounts
9.1 We may offer different benefits packages (covering various
insurance or other benefits) with different types of accounts
covered by this agreement. We will tell you the benefits
packages which are available to you when you apply for an
account. These benefits may be provided by selected third
party suppliers. Further details of those suppliers and the
conditions for the benefits packages (including fees for the
account and any cancellation rights) are set out in the relevant
additional conditions.
9.2 If insurance is included with your account, any money
we receive from you or from the insurer in relation to
such insurance will be held by us in our capacity as a bank
authorised by the FSA and not on trust for you (or as
your agent if in Scotland). Such money will not be held in
accordance with the FSA’s client money rules and once paid
into your account is treated like any other funds held in your
account. We hold any insurance premiums we collect on
behalf of the insurer.
Part C – General
10. Joint customers
10.1 If two or more of you are party to this agreement, the
following terms apply:
(a) We can accept the instructions or signature of either
or any one of you. For example, either or any one may
make a withdrawal or close your account. If you have a
joint account and you tell us that you only want us to
accept instructions from both, all or a set number of you
(and not just from one of you) both or all of you must
contact us. We may then close your account and, if we
choose, offer each of you the opportunity to open a
new account in just your name.
(b) Any one of you can replace an account or service with
another account or service covered by these general
conditions on behalf of all of you.
(c) If any money is overdue for payment on any other
account either of you have with us, whether in your sole
name or in joint names, we may take the money you
owe us out of your account under condition 14. We will
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not take the money from an account which, according to
our records, you are holding on behalf of someone else (for
example, as trustee or executor).
(d) Each of you is separately responsible for complying with the
terms of this agreement. If any one of you does not comply
with the terms, we can take action against any or all of you
alone or together. For example, we can take action to recover
the whole of any joint account debt from any one or more of
you, even if you did not know about the debt.
(e) We may give any information about your joint account and
the payments on it to any one of you, although you can ask
us to send you separate account statements if you live at
different addresses. We can act on information about you
which any of you gives us.
(f) If one of you asks us to set up a planned overdraft on the
account, we can provide that person with pre-contractual
information but do not need to provide it to all of you.
(g) If we open an account for you jointly and you later wish to
take someone off, add another person to the account or
authorise someone else to operate the account, you must
all apply to do so.
(h) If we become aware of a dispute between you, we may take
steps to prevent any of you giving instructions or using the
account individually until the dispute is ended. If you have a
joint account and you tell us that you only want us to accept
instructions from both of you (and not just one of you),
for example because there is a dispute you cannot resolve,
both of you must first return your cards, cheque books and
any other items we have provided to you. We may then
close your account and, if we choose, offer each of you the
opportunity to open a new account in just one name.
(i) When this agreement ends (or your account is closed) we
may pay or transfer money we hold for you under this
agreement (or in the account) to any one of you.
(j) If any of you die, we can, but are not bound to, continue
to act on the instructions of the remaining joint customers
in relation to any joint accounts held by you, including
allowing them to withdraw any or all money from the
accounts and provide instructions relating to any services or
benefits associated with the accounts.
11. Authorising others to operate your accounts
11.1 We will only accept authorisation, or any other instructions on
your account, from:
(a) you;
(b) anyone who has a legal right to give us instructions (for
example, your trustee if you are made bankrupt);
(c) anyone who you have authorised in writing (for example,
someone who has a power of attorney for you) as long as we
have accepted that written authority.
11.2 We will not be responsible for an act (or failure to act) of
anyone you or the law authorise to operate your account, if
we did not know or suspect he or she was acting dishonestly
towards you.
12. Changes to our interest rates, reward payments,
fees and conditions
The changes we can make
12.1 We can only make changes to these conditions, the special
conditions and additional conditions as set out in this
condition 12.
12.2 Where we refer to “changes” in this condition we mean changes
we know will happen, changes which have already taken place
and changes we reasonably believe will happen provided that
it would be fair for us to make the change for this reason (for
example because of a forthcoming regulatory change).
12.3 Where we make a change for any valid reason, we will do so in
a reasonable and proportionate manner.
Changes to interest rates
12.4 If you have an account that pays interest at a variable rate
which is linked to a “reference rate” (which we call a “tracker
account”), the additional conditions for your account will
explain how the interest rates automatically track any changes
in the reference rate. (A “reference rate” is a rate which is not
set by us but is publicly available so that you can find out what
it is and check it independently. The Bank of England bank rate
is an example of a reference interest rate.)
12.5 For accounts other than tracker accounts, we can change
interest rates as provided in this condition 12 to respond
proportionately to a change or changes in:
(a) Bank of England bank rate;
(b) any money market rate we use to determine the rates we
can offer our retail bank account customers; or
(c) the costs to us of offering retail bank accounts to our
customers; or
(d) if relevant to our interest rates “regulatory requirements”.
(A “regulatory requirement” is any law, regulation, code or
industry guidance that applies to us including a requirement
of a court, ombudsman or similar body or an undertaking
given to a regulator.)
12.6 For accounts other than tracker accounts, we can also change
interest rates as provided in this condition 12 if it is reasonable
to make the change:
(a) because of changes in the rates of interest which banks
and other organisations offering similar services pay to
customers with similar products; or
(b) because:
(i) we are going to take over, take control of or acquire
the business of another bank or organisation offering
similar services;
(ii) we are going to be taken over or our business is
acquired by another bank or organisation offering
similar services; or
(iii) any of those things has happened;
and the change will make sure that our customers and
the customers of the other bank or organisation are
treated in a similar way if they are in similar categories.
12.7 We can also change the interest rate for accounts other than
tracker accounts under conditions 12.18 or 12.19.
12.8 We can make the following changes to your interest rate
without giving you notice in advance either:
(a) where the change is favourable to you; or
(b) where you have a tracker account and the change is to track
any changes in the reference rate in line with the conditions
for your account.
We will notify you of such changes either by putting a notice in
at least three national daily newspapers and in our branches, or
by writing to you.
12.9 Except where condition 12.8 applies, we will give you written
notice of any changes made under conditions 12.5 to 12.7 at least
two months in advance. If you do not agree to the change you
can close your account. If you notify us that you do not accept
a change, we will take this as notification that you wish to close
your account immediately.
Changes to conditions and reward payments
12.10 We can change these conditions, the special conditions,
the conditions relating to reward payments and additional
conditions:
(a) to respond proportionately to changes in regulatory
requirements; and
(b) to make improvements which are of benefit to you.
12.11 We can also change these conditions, the special conditions,
the conditions relating to reward payments and additional
conditions if it is reasonable to make the change:

(a) because of changes in the general deposit-taking practice
of banks and other organisations offering similar services
including the terms on which they offer similar products
or services;
(b) because of changes in the services and facilities on your
account (including changes due to developments in the
technology we use, or for reasons outside our control);
(c) because:
(i) we are going to take over, take control of or acquire
the business of another bank or organisation offering
similar services and facilities;
(ii) we are going to be taken over or our business is
acquired by another bank or organisation offering
similar services; or
(iii) any of those things has happened;
and the change will make sure that our customers and
the customers of the other bank or organisation are
treated in a similar way if they are in similar categories.
(d) because the service is provided for us by a third party
and for good commercial reasons we decide to use
another third party or the third party who provides the
service no longer does so; or
(e) to reflect changes in technology or security design
12.12 We can also change the conditions, the special conditions,
the conditions relating to reward payments and additional
conditions for all accounts under condition 12.19.
12.13 We will give you written notice of changes we make under
conditions 12.10 to 12.12 at least two months in advance. If you
do not agree to the change you can close your account. If you
notify us that you do not accept a change, we will take this as
notification that you wish to close your account immediately.
Changes to fees
12.14 We can change the amounts we charge you, charge new
or different fees, and change the way you have to pay fees
because the change will be of benefit to you or to respond
proportionately to changes in:
(a) the costs of providing the service or facilities available
on your account, including any changes caused by
inflation; or
(b) regulatory requirements.
12.15 We can also change the fees for the normal running of your
account under conditions 12.18 or 12.19.
12.16 We will give you written notice of changes we make under
conditions 12.14 or 12.15 at least two months in advance. If you
do not agree to the change you can close your account. If you
notify us that you do not accept a change, we will take this as
notification that you wish to close your account immediately.
12.17 We may offer special services on your account. We will
notify you of the fees for these services at the time you ask
to use them. We are free to change these fees at any time,
and do not need to tell you of the change.
Changes for reasons not set out in these conditions
12.18 We can also change the interest rate or fees we charge you,
or introduce new or different fees for any valid reason not
specified in this condition 12, as long as you are free to end
the agreement without charge or, if there would be a charge,
if we agree to waive it.
12.19 We can make any changes to these conditions, the special
conditions, the conditions relating to reward payments, and
additional conditions (including the interest rate, the margin
on a tracker product or the fees we charge you, or the
introduction of new or different fees) for any other reason as
long as you are free to end the agreement without charge or,
if there would be a charge, if we agree to waive it.
13. General liability
13.1 If we break this agreement:
(a) we will not be liable for losses or costs caused by abnormal
and unforeseeable circumstances outside our reasonable
control, which would have been unavoidable despite
all efforts to the contrary, for example delays or failures
caused by industrial action, problems with another system
or network, mechanical breakdown or data-processing
failures; and
(b) as this agreement is made with you as a personal
customer, we will not be liable for any business losses
or costs you suffer (such as loss of business profits or
opportunities).
13.2 You will be liable up to £50 for any payment instruction you
did not give yourself unless we can prove either:
(a) that you have acted fraudulently in which case you will
be liable for all payments from the account that we have
been unable to stop; or
(b) that you have been grossly negligent with your card or
Security Details (or allowed someone else to use your card
or Security Details) in which case you will be liable for all
withdrawals or payments made before you tell us that your
card or Security Details have been lost, stolen or could be
misused.
In some cases, you will not have any liability for a
payment instruction you did not give yourself. These
include where we have failed to tell you how to report
that your card or Security Details have been lost, stolen
or could be misused or where the unauthorised payment
was made by telephone or internet.
If you are not liable for a payment, we will refund the
amount of the payment (less the amount you are liable
for, if any) and any fees or interest you paid as a result
of it, and pay you any interest we would have paid you
on that amount, and will not have any further liability
to you.
13.3 Nothing in this agreement limits our liability for acting
fraudulently or very carelessly or otherwise excludes or limits
our liability to the extent we are unable to exclude or limit
it by law.
14. Using money between accounts (set-off)
14.1 If any money you owe us (for example on a loan, credit card,
mortgage, overdraft or otherwise) is overdue for payment,
we may use any money you have in any of your accounts
with us to reduce or repay (by way of set-off or otherwise)
what you owe us.
14.2 We can use our set-off right, where you have accounts
which are only in your name. We can also use our set-off
right where you have accounts which you hold with another
person (X), and you and the other person together owe us
money (for example on a joint loan, mortgage or overdraft),
as shown below.
Money in account for: Set-off against money owed by:
You only You
You only You and X
You and X You and X
14.3 Unless this is not permitted by our regulator or other similar
body, we can use our set-off right, where you have accounts
which you hold with another person (X) and either you or the
other person owe us money individually as shown below.
Money in account for: Set-off against money owed by:
You and X X
You and X You
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14.4 We can use money you have in your accounts to pay something
you owe us as described above even if there is a court decision
against you or you are fined (including interest arising after the
date of the final decision or fine), unless the court instructs us
otherwise, or we are otherwise prevented by law.
14.5 Occasionally we receive legal instructions or notices to hold a
customer’s money for someone else or to pay it to someone
else. If this happens to you, the money available to the other
person will be what is left after we add up amounts we owe
you on your affected accounts and subtract amounts you
owe us, including any interest arising after the legal instruction
or notice, unless we decide otherwise or we are otherwise
prevented by law.
15. Ending this agreement or an account or service
15.1 This agreement will continue until you or we cancel or end it. If
you are paying any monthly or other regular fees for an account
or service, the amount you pay will be limited to the period we
provide that account or service.
15.2 You may end this agreement, or an account or other service
under it, at any time by writing to us, visiting one of our
branches or phoning us. Where you have not told us in writing,
we may require confirmation in writing. You will also be treated
as ending this agreement in relation to an account if you do
not make a payment into the account within six months of
opening it.
15.3 We may end this agreement (or any account or service under it) by
writing to you and giving you two months’ notice.
15.4 We may close or suspend an account or stop providing a
service if:
(a) you are not eligible (or no longer eligible) for an account
or service; or
(b) you do not use it for 12 months. In this case, you can ask us
to remove any restrictions we have applied to the account
or service at any time but we may need to check your
identity before we do so.
15.5 If there have been no payments into or out of an account for 15
years (or other period specified by law) and we have lost touch
with you, we may transfer any money in the account to the
“reclaim fund” (which is a body set up to deal with unclaimed
assets in dormant accounts). You will be entitled to reclaim any
money transferred, and any interest payable, from the reclaim
fund and if you ask us we can help you do this.
15.6 If we end this agreement or stop providing an account
or service, we will act in a manner we think is reasonably
appropriate for the circumstance and will try to reduce the
inconvenience to you.
15.7 When you or we end this agreement, any benefit, service or
account we provide under it will end and you must on our request:
(a) repay any money you owe us, such as any overdrafts
and the amount of any cheques, card payments or other
payment instructions you have made and which have not
yet been taken out of your account;
(b) pay any fees and interest that you owe us (if you cancel,
these will be the fees and interest applying to the period
before the agreement is cancelled); and
(c) if we ask you to do so, return anything that belongs to us
or that we have given you, such as any cards and unused
cheques (cutting them up before sending them).
If you or we end a service (but not the whole agreement), you
must take these steps as they apply to that service alone.
15.8 When your account is closed, you are responsible for cancelling
any direct payments (such as direct debits, standing orders, if
these are available on your account and regular card payments)
into or out of your account. If someone sends a payment to
your closed account, we will take reasonable steps to return the
payment to the sender.
15.9 If this agreement (or a service under it) ends, it will not affect
any legal rights or obligations which may already have arisen or
any instructions already given.
15.10 When this agreement ends (or your account is closed) we will
pay or transfer money we hold for you or owe you under this
agreement (or in the account) to you, or to any other person
you name in writing. However, we may keep enough money to
cover any liabilities owed to us, such as anything you owe us
under condition 15.7 or, if you have broken this agreement, any
loss of ours as a result.
15.11 In the event of your death, we may need to see a grant of
probate, certificate of confirmation or equivalent grant of
representation before releasing money in your account to your
personal representatives.
16. Transferring rights and obligations
You may not transfer any obligations or rights, benefits or
interests under this agreement or in your accounts (or income
from them) or create any security over money in your accounts
in favour of someone else unless we say you can in writing.
17. Not enforcing this agreement
We may not always strictly enforce our rights under this
agreement, for example we may allow you more time to pay
what you owe. If we do this, it will be just a temporary measure
and we may enforce our rights strictly again.
18. Law applying to this agreement
18.1 General law (for example, about banking or consumer
protection) applies to the accounts and services we provide
you. For further information about your statutory rights please
contact your local Trading Standards Department or Citizens’
Advice Bureau.
18.2 Except where the general law cannot be changed or excluded, if
any term of this agreement conflicts with the general law, then
this agreement will apply.
18.3 If you are not resident in Scotland when the conditions in this
document first apply to you, English law will decide any legal
questions about this agreement, and about our dealings with
you with a view to entering into this agreement. The courts
of England and Wales will also be able to deal with any legal
questions connected with this agreement.
18.4 If you are resident in Scotland when the conditions in this
document first apply to you, Scots law will decide any legal
questions about this agreement, and about our dealings with
you with a view to entering into this agreement. The Scottish
courts will also be able to deal with any legal questions
connected with this agreement.
19. Tax reporting and withholding for customers who are
subject to the tax regime of certain other countries
(including the US)
19.1 We (or other companies in the Lloyds Banking Group) may be
required by legislation or by agreement with tax authorities to
report certain information about you and your relationship with
us, including information about your accounts:
(a) to the tax authorities in the UK, which may then pass that
information to the tax authorities in another country where
you may be subject to tax; or
(b) directly to the tax authorities in other countries (such as the
US) where we reasonably think or are required to presume
you are subject to tax.
19.2 Where we are required to report information about you and/
or your relationship with us, including information about your
accounts, this information includes (but is not limited to) the
account number, the amount of interest paid or credited to
the account, the account balance or value, your name, address,
country of residence and social security number or taxpayer
identification number. In addition, we may need you to provide
us with further information, documents or certifications about
your identity, tax residence, nationality and status.

19.3 If we are required to report information about your
accounts, you agree that:
(a) you will provide additional information or documents
we need from you and that confidentiality rights under
applicable data protection, bank secrecy or similar laws
will not apply to information we report or obtain from
you to comply with our obligations;
(b) if you do not provide us with information or documents
we need, we may
(i) apply a withholding tax to amounts, including
interest, we pay to you; or
(ii) close your account; or
(iii) transfer the account to an affiliate in another
jurisdiction; and
(c) we will not be liable to you for any loss you may suffer as
a result of our complying with legislation or agreements
with tax authorities in accordance with this condition,
unless that loss is caused by our gross negligence, wilful
default or fraud.
Important points to note
How we are regulated
• We lend money and offer savings, insurance and other financial
services to our customers.
• We are authorised and regulated by the Financial Services
Authority (“FSA”) for these services except lending, and licensed
and regulated by the Office of Fair Trading (“OFT”), for lending
services.
• We are also a member of the British Bankers’ Association.
Please see www.bba.org.uk to find out more.
• Our OFT licence number is 593292. You can call the OFT on
020 7211 8608 to find out more.
• We subscribe to the Lending Code; copies of the Code can be
obtained from www.lendingstandardsboard.org.uk
• Our FSA Register number is 169628. To find out more about us,
see the FSA Register: www.fsa.gov.uk/register or call the FSA
on 0300 500 5000.
• Our company details are Bank of Scotland plc. Registered
in Scotland No. SC327000. Registered office: The Mound,
Edinburgh EH1 1YZ.
• To find out more about our companies, see the Registrar’s
website, www.companieshouse.co.uk or call the Registrar on
0870 33 33 636.
• Our VAT number is 244 1555 76.
Advertising
• We are regulated by the Office of Communications (“Ofcom”).
If you have a complaint, particularly in relation to our text
messaging service, you may also be able to take it to Ofcom at
Riverside House, 2a Southwark Bridge Road, London SE1 9HA,
www.ofcom.org.uk telephone 020 7981 3040, textphone/fax
0207 981 3043.
• We follow advertising codes regulated by the Advertising
Standards Authority (“ASA”).
• If you would like to complain to the ASA about any of
our advertising, you can do so through their website,
www.asa.org.uk
• If you would like to find out more about the advertising
codes or the ASA, please see www.asa.org.uk, call the ASA on
0207 492 2222 (textphone 020 7242 8159), email them at
enquiries@asa.org.uk fax them on 0207 242 3696 or write to
the Advertising Standards Authority, Mid City Place, 71 High
Holborn, London WC1V 6QT.
Withdrawals
We want to make sure that you, and only you, take money from
your account. So before you withdraw a large amount at one of
our branches we’ll ask you for proof of your identity (ID). You can
provide any of the following: DVLA driving licence, passport or
credit / debit card (another one from Halifax, Bank of Scotland
or from a different provider). Please remember to bring your ID
with you. In most cases this will be enough to prove who you are
and help keep your money safe.
Other information
• We will communicate with you in English.
• Our fees will include our delivery costs (if any) and any tax you
have to pay through us. You may have to pay other taxes or
costs, which you do not pay us or pay through us.
• The Post Office® and Post Office logo are registered
trademarks of the Post Office Ltd.
• For more information visit us at www.halifax.co.uk or go to
any Halifax branch.
• We will keep a copy of this agreement, which will be available
from our website or on request.
Please contact any Halifax branch if you’d like this in Braille, large
print or on audio.
You can contact us using RNID Typetalk on any of our telephone
numbers. If you need to be called back and would like us to call
you through RNID Typetalk, please tell us when you call.
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Reward payments,
interest and account fees
This leaflet explains the current interest rates, reward payments and account fees. Please keep it in a safe
place so you can read it when you need to.
What can I do to keep overdraft fees as low as possible?
• Repay any overdraft as soon as you can.
• Ask us about arranging an overdraft (if your account allows you to have one) as our fees are lower
for planned overdrafts than unplanned.
• Check your available balance on the internet, by phone or through a cash machine to make sure you’ve
enough money in your account to pay everything due. The money in your account must be available to
withdraw – for example, you must wait for any cheques you’ve paid into your account to be available.
• Keep a record of any cheques you write and when they have been paid, so that you know how much
money is left in your account. Someone can pay a cheque into their account up to six months after
you’ve written it.
• Check your statements and make a list of the dates of your direct debits, standing orders and other
regular payments – for example, mortgage, loan or rent.
• If a direct debit payment is due at a difficult time in the month for you – for example, just before you
get paid – contact the company and ask them if they’ll collect it at a more convenient time.
• If you have fees to pay, remember to include them in your budget.
• If you have an Ultimate Reward Current Account, Reward Current Account or Current Account and
go into overdraft in the course of a day, make sure you repay your overdraft by the end of the day to
avoid paying the daily fee for that day.
Keep an eye on your balance and keep your overdraft fees as low as possible.
Direct debits, standing orders, cheques and debit cards all make life easier. Making sure you’ve
enough money in your account to cover these payments will help you to keep overdraft fees as low
as possible.
If you bank online with us, you can transfer money from other accounts up to midnight to avoid
daily fees or debit interest for that day. For other amounts you pay into your account – for example,
cheques or payments made at a cash machine – you’ll need to allow time for the money to reach
your account. For cheques this can take several days.
It’s easy to check your account balance. You can do it 24 hours a day online, by phone or from a
cash machine. Or call into one of our branches during normal working hours.
If you have money in your bank account (a credit balance), or pay in £1,000 or more each calendar month,
we may pay either credit interest or a reward payment depending on the type of account you have.

Reward payments
If you have a Reward Current Account and pay in £1,000 or more each calendar month, you will receive
a reward payment.
Account If you... Amount of reward payment
Reward
Current
Account
pay in £1,000 or more during any calendar
month, you’ll receive one reward payment the
following calendar month.
don’t pay in £1,000 in any calendar month, you
won’t receive any reward payment for that
calendar month.
£5. This payment is ‘net’ of income tax, which means we pay it
after taking off income tax at the rate set by law (currently 20%).
If you’re a higher-rate taxpayer, you may have to pay extra income
tax on the reward payment. (The gross amount is £6.25. This is the
amount before income tax is taken off.)
The £5 reward payment will be paid into your account before the 10th of each calendar month.
Interest we pay on credit balances
If you have a Student Current Account, Cardcash account (account holders aged 16 and 17 only) or
Expresscash account, we will pay you interest on the money in your account.
Interest paid on credit balances
None
AER % Gross (before tax each year) % Net (after tax each year) %
Student Current Account 0.10 0.10 0.08
Cardcash account 1.51 1.50 1.20
Expresscash account 1.51 1.50 1.20
AER stands for annual equivalent rate and shows what the interest rate would be if interest were paid and
compounded each year. (In other words, you earn interest on the money you leave in your account).
The gross rate is the rate of interest we pay before we take income tax at the rate set by law. The net
rate is the interest rate we pay after tax (currently 20%).
We will pay interest to your account between the last day of the month and the first working day of
the month after that. Interest is paid on the full amount in your account.
All interest rates are variable.
Account fees
Overdrafts
Depending on the type of account you have, we will either charge you debit interest or a daily fee for
using an overdraft.
To get a planned overdraft, you must pay your salary or other regular amount into your account.
The amount we charge you for using an overdraft will depend on whether you use a planned or
unplanned overdraft.
There’s a £10 overdraft buffer on your account, which means if you’re in debit by less than £10, you
won’t pay any fees.
Key information
49

50
Monthly billing periods
We calculate the amount you pay in overdraft fees (including any returned item fees) using monthly billing
periods. This applies to all accounts and means we divide the year into monthly billing periods that differ
from calendar months as they start on the day after the first working day of the month. The last day of a
monthly billing period is the first working day of the following month.
The table below provides examples of how monthly billing periods work:
First day of monthly billing period Last day of monthly billing period
2nd February 2013 1st March 2013
2nd March 2013 2nd April 2013
3rd April 2013 1st May 2013
In the above example, February’s monthly billing period starts on 2nd February because it’s the day after
February’s first working day. The monthly billing period ends on 1st March as this is the first working day of
the following month.
In April the 1st is a bank holiday. As the 2nd is the first working day, the monthly billing period starts on the 3rd.
The monthly billing period ends on the 1st of May as this is the first working day of the following month.
You’ll only ever pay one set of overdraft fees per monthly billing period and we’ll give you at least 14 days
notice before we take any fees or interest out of your account.
Ultimate Reward Current Account, Reward Current Account and Current Account daily overdraft fee
If you have a Reward Current Account, Ultimate Reward Current Account or Current Account, we will
calculate any daily fees that apply to your use of an overdraft in each monthly billing period.
Account Planned overdrafts Unplanned overdrafts
Amount of overdraft Daily fee Amount of overdraft Daily fee
Current Account Up to and including £1,999.99 £1 All balances £5
or Reward Current
Account
£2,000 to £2,999.99 £2
£3,000 and above £3
Current Account Up to and including £1,999.99 £1 All balances £1
with Control
£2,000 to £2,999.99 £2
£3,000 and above £3
Ultimate Reward Up to and including £300 fee free All balances £5
Current Account
From £300.01 to £1,999.99 £1
£2,000 to £2,999.99 £2
£3,000 and above £3
Representative example
If you use a planned overdraft of £1,200, then we’ll charge you £1 a day when you use it.
If you have a planned or unplanned overdraft, your statement will show the amount of fees we’ll take from
your account.
If you have to pay fees for any unplanned overdraft, we’ll also tell you about these by sending you a letter.
We’ll send you regular reminders if you continue to use an unplanned overdraft.
For £10 a month you can add Control to your Halifax Current Account. Control helps you take charge of
your money by restricting your account from going into your unplanned overdraft. An unplanned overdraft
is an overdraft that is not arranged in advance.
Control is only available on Halifax Current Account and not available on Halifax Reward Current Account,
Halifax Ultimate Reward Current Account or Halifax Student Current Account.

Student Current Account, Cardcash and Easycash debit interest
Variable interest charged on overdrawn balances
Amount of planned overdraft Planned overdraft rate Unplanned overdraft rate
Student Current Account £3,000 or less Interest free
1.82% a month
(0% EAR)
(24.2% EAR)
Over £3,000 0.58% a month
1.82% a month
(7.2% EAR)
(24.2% EAR)
Cardcash n/a n/a 2.20% a month
(29.8% EAR)
Easycash n/a n/a n/a
Representative example
So, if you use a planned overdraft of £1,200 the interest rate we charge will be 0% EAR variable.
For planned Student Current Account overdrafts of more than £3,000 we will charge interest at the
planned rate on the whole of the overdraft.
EAR is the equivalent annual rate. This is the actual annual interest rate for an overdraft. It doesn’t take
into account fees and charges.
There is no debit interest to pay if you are aged under 18.
Fees for Student Current Account, Cardcash and Easycash
Type of transaction Description Fee
Returned item fee A fee we charge where you do not have enough available
money to make a payment and we do not agree to give you
or extend an unplanned overdraft. In this case we will not
make the payment.
Unplanned overdraft
monthly fee
A fee we charge for every month in which you at any time
have an unplanned overdraft.
£10
(Charged no more than 3 times a day on Cardcash
and Easycash accounts and no more than once a
day on Student Current Accounts)
£28
(Student Current Accounts only)
We will not charge Returned items fees if you are aged under 18.
If we have a valid reason, we can choose not to charge a fee that you would otherwise have to pay.
Ultimate Reward Current Account monthly account fee
The Ultimate Reward Current Account has a monthly account fee which we take from your account on
the first working day of the month.
If you open a new account after the first working day of the month, that account fee will be
proportionate and taken on the first working day of the following month.
If you pay £1,000 or more into your account in the previous calendar month we will reward you with a
lower monthly account fee.
If you... then you... Monthly account fee
pay in £1,000 or more in the previous calendar month will pay a lower monthly account fee £10
don’t pay in £1,000 or more in the previous calendar month will pay the full monthly account fee £15
If you close your account the lower monthly account fee will not be applied and you will pay a
proportion of the full monthly account fee (£15) for the month of closure.
Key information
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52
Fees for special services
The section below outlines the fees we can take from all accounts in different circumstances. When you
request a special service, you will be told when we will take the fee out of your account.
Fees for special services Stopped cheque (except for lost or stolen cheques) £10
Special presentation of cheque £10
Banker’s draft £20*
Bank reference £10*
Extra statement £5
CHAPS (Clearing House Automated Payment System) payment £25
Foreign drafts, foreign currency, traveller’s cheques and transferring funds
electronically abroad
*We do not charge these fees if you are aged under 18.
International payments into your account
International payments into your account for £100 or less
(after we’ve converted the money received into your account into sterling)
International payments into your account over £100
(after we’ve converted the money received into your account into sterling)
Please ask for details
We’ll convert the money you’ve received into pounds sterling on the day we pay it into your account.
Fee-free period
If you’re a new customer and say on your application form that you’re transferring your main current
account to a Reward Current Account, Ultimate Reward Current Account or Current Account, you won’t
pay any daily planned overdraft fees for three months after opening the account. You’ll still pay cash
machine charges and fees for special services.
Using cash machines
If you take money from your account using any Halifax or Bank of Scotland cash machine, we won’t
charge you for the withdrawal.
However, if you use a cash machine that isn’t a Halifax or Bank of Scotland cash machine, you may be
charged by the machine owner. If so, the machine will show you the amount and tell you that it will be
taken from your account when you withdraw the cash.
Buying goods and services in a foreign currency
If you use your debit card to withdraw cash or pay for goods and services in a currency other than sterling,
the exchange rate we use will be the Visa Payment Scheme Exchange Rate. We will charge a non-sterling
transaction fee of 2.75% of the amount of the transaction and a £1.50 non-sterling purchase or non-sterling
cash fee for each payment or withdrawal. Alternatively, if you choose to complete your cash withdrawal
using the overseas Bureau or cash machine provider’s conversion rate to sterling, we will only charge a
foreign cash fee of £1.50. The provider of the foreign currency may make a separate charge for conversion.
Bank fees
You may have to pay bank fees if:
• you do not have enough money in your account and have not agreed a planned overdraft with us, or
• the payment takes you over the limit of your planned overdraft.
The table on the next page gives some examples of how you might use your account when you haven’t
enough money in the account, and our fees if you do so.
£2
£7

We developed these examples with the Office of Fair Trading and leading consumer groups to help you
to think about how changing the way you use your account can affect the amount we may charge you.
These examples are meant to show how different actions can result in different fees. They are only
examples so you shouldn’t see them as actions you might take or fees you might have to pay.
We may not allow you to use your account in the ways shown below. You should avoid going
overdrawn wherever possible and you should contact us if you need help to manage your account.
We could add other fees and interest to your account if you try to make payments when you do not
have enough money.
Choose an example below which shows how you might manage your account. If you have recent bank
statements, use these to help you choose. Once you have worked out reasons why you might be
charged, it could help you to avoid fees in future.
Scenarios
Reasons that you might
be charged
1 We refuse a payment from your
account because there is not
enough money in your account.
2 A payment from your account
takes you into an unplanned
overdraft by less than £10.
You are overdrawn for one day
during the month.
3 A payment from your account
takes you into an unplanned
overdraft and you make another
payment from the account while
you are overdrawn.
You use an unplanned overdraft
for two days in a row during the
month.
4 A payment from your account
takes you into an unplanned
overdraft, and you make nine
more payments from the
account while you are overdrawn.
You use an unplanned overdraft
for 10 days in a row during the
month.
5 A payment from your account
takes you into an unplanned
overdraft. You use your overdraft
for one day.
However, on three more
occasions during the month,
a payment takes you into an
unplanned overdraft. On each
of these occasions you use your
overdraft for three days.
Student
Current
Account
Cardcash
account
Reward
Current
Account
Current
Account
Current Account
with Control**
(£10 monthly fee)
Ultimate
Reward
Current
Account
£10* £10* Nil Nil Nil Nil £10*
£28* Nil Nil Nil Nil Nil Nil
£28* Nil £10* £10* Nil £10* Nil
£28* Nil £50* £50* Nil £50* Nil
£28* Nil £50* £50* Nil £50* Nil
Easycash
6 A payment from your account
takes you into an unplanned
overdraft. You use your overdraft
for 21 days in a row during the
month and you make 12 more
payments from the account
while you are overdrawn.
£28* Nil £105* £105* Nil £105* Nil
* Please refer to the account fees table on PAGE 50-51
** Control restricts your account from going into an unplanned overdraft. In the unlikely event that
you do go into unplanned overdraft, we’ll charge £1 per day for using it.
Key information
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Demand and needs
statement
This page refers to the following insurance
products included in the Ultimate Reward
Current Account.
• Worldwide multi-trip family travel insurance
• Car breakdown cover
• Mobile phone insurance
• Home emergency cover
• Card protection
Please review the information provided to
ensure we have based your insurance on the
correct information.
You have not received advice or a recommendation
from us. We do, however, ask that you read this
page and all the documents provided in the
Welcome Pack very carefully to ensure that the
insurance included in the Ultimate Reward Current
Account meets your needs.
We draw your attention in particular to exclusions
and conditions that apply to these policies. Please
refer to the policy summary documents and terms
and conditions for full details. You should read
these bearing in mind your own circumstances
to ensure that you fully understand what they
mean for you as an individual and anyone else
insured by the policy.
Your own circumstances are called ‘material facts’
and you must tell us anything known to you which
will increase the likelihood that a claim might occur
or increase the amount of any potential claim. Your
failure to disclose any material facts, for example
any pre-existing medical conditions you may have,
may mean your insurance will not protect you and
will not be valid.
The insurers may charge an increased premium or
decline, withdraw or restrict coverage on seeing
the facts disclosed.
This is a monthly contract that starts when the
initial credit is received or account redesignation
is completed. It continues as long as any required
fee is paid.
Benefit details
Worldwide multi-trip family travel insurance
This product meets the demands and needs of
those who wish to ensure that the insurance needs
of themselves and their family while on holiday are
met now and in the future.
Car breakdown cover
This product meets the demands and needs of
those who wish to ensure that their needs for
roadside assistance if their vehicle breaks down
are met now and in the future.
Mobile phone insurance
This product meets the demands and needs
of those who wish to ensure that their need for
mobile phone insurance is met now and in
the future.
Home emergency cover
This product meets the demands and needs of
those who wish to ensure that their needs for
access to emergency assistance for the home are
met now and in the future.
Card protection
This product meets the demands and needs of
those who wish to ensure that their need for card
protection insurance is met now and in the future.

Travel insurance
About YOUR Policy Wording
The Insurance Contract
If You have any queries about Your cover, You can call Us on
the number listed in the ‘Important telephone numbers’ section.
Please make sure You have Your Ultimate Reward Current
Account number and Your branch sort code when You call.
We want You to get the most from Your policy and to do this
You should:
• read Your policy wording and make sure You are covered for
the sort of losses/incidents You think might happen
• make sure You have declared any Pre-Existing Medical
Conditions You can do this by calling us on 08451 24 14 00
or by logging onto www.halifax.co.uk/ultimate-benefits and
click onto get a medical screening.
• make sure that You understand the exclusions and conditions
which apply to Your policy because if You do not meet these
conditions it may affect any claim You make.
Remember, no policy covers everything. We do not cover certain
things such as:
• Pre-Existing Medical Conditions (unless additional cover
is agreed in writing by Us) You can declare any pre-existing
medical conditions by calling us on 08451 24 14 00 or by
logging onto www.halifax.co.uk/ultimate-benefits and click
onto get a medical screening
• any Insured Person over the age of 70 years old
• children and infants for independent travel
• losses that We do not state are specifically covered
e.g. the cost of obtaining a Police report.
The things which are not covered by Your policy are stated:
• in the ‘General exclusions applying to Your policy’
• under ‘What IS NOT covered’ in each section of cover.
If We do not state that something is covered, You should assume
that it is not covered.
Words with special meanings
Throughout Your policy wording, certain words are shown in
bold type. These words have special meanings which are listed
below and in the ‘Legal Advice and Expenses’ section under
‘Legal Advice and Expenses words with special meanings’.
Accident(s)/Accidental
A sudden, unexpected, specific, violent, external, visible event
which occurs at a single identifiable time and place.
Colleague
An associate in the same employment as You in the UK, whose
absence from work necessitates Your stay in or return to the UK.
Europe
The continent of Europe west of the Ural Mountains including
its neighbouring islands (including the Azores, the Canary
Islands, the Republic of Ireland and Madeira) and non-European
countries bordering the Mediterranean.
Excess
The amount You pay when You make a claim which is set out
in the ‘Policy limits and excesses’ section. This applies to each
incident for each Insured Person.
Family
You, Your spouse, Your civil partner (as defined in Section 1 of
the Civil Partnership Act 2004) or the person (whether or not
of the same sex) with whom You are permanently cohabiting in
a marriage-like relationship together with Your children, stepchildren,
adopted children and foster children who are under the
age of 16 or under the age of 23 and in full time education.
FirstAssist
FirstAssist Insurance Services Limited. Registered Office:
Marshall’s Court, Marshall’s Road, Sutton, Surrey SM1 4DU.
Registered No. 04617110. Authorised and regulated by the
Financial Services Authority.
Golf Equipment
Golf clubs, golf balls, golf bag, golf trolley, golf shoes and
essential clothes which You own or hire.
Home
Your usual permanent place of residence in the UK.
Insurance Period
The period commencing on the date You open an Ultimate
Reward Current Account and ending when Your Ultimate Reward
Current Account is closed or Your policy is cancelled, whichever
is earlier.
Insured Person/You/Your
The holder(s) of an Ultimate Reward Current Account and
Your Family.
Insurer
Great Lakes Reinsurance (UK) PLC.
Permanent Total Disablement
A condition which is of a permanent and irreversible nature
which is shown by medical evidence to be likely to continue
for the remainder of Your life and as certified by a registered
medical practitioner, to the reasonable satisfaction of Our Chief
Medical Officer, and which prevents You from engaging in any
work or occupation for remuneration or profit.
Personal Baggage
Each of Your suitcases (or containers of a similar nature) and their
contents, articles You are wearing or carrying which are owned
by any of Your Family, or for which they are legally responsible,
including Valuables and keys (excluding keys to a hire vehicle).
Personal Money
Cash, cheques, banker’s drafts, electronic cash pre-payment
cards, postal and money orders, current postage stamps, phone
cards, coupons or vouchers which have a monetary value.
Pre-Existing Medical Condition
Anything which You would answer yes to in the medical
conditions declarations in the ‘The insurance contract’ section
under ‘You must declare all medical conditions’ either at the
time You open Your Ultimate Reward Current Account or at the
time of booking Your Trip.
Public Transport
Train, tram, bus, coach, ferry service or airline flight operating to
a published timetable.
Redundant/Redundancy
Being made unemployed under the Employment Rights Act
and have been given a notice of Redundancy and are receiving
payment under the current Redundancy payments legislation
and at the time of booking the Trip You, Your travelling
companion, or spouse (including a civil partner or co-habitee)
had no reason to suspect that they would be made Redundant.
Key information
55

56
Relative
Your Family (including Your children, step-children, adopted
children and foster children and grandchildren), Your mother,
father, sister, brother, fiancé(e), grandparent, in-law, step-family or
next of kin.
Terrorist Action
The actual or threatened use of force or violence against persons
or property, or commission of an act dangerous to human life or
property, or commission of an act that interferes with or disrupts
an electronic or communications system, undertaken by any person
or group, whether or not acting on behalf of or in connection with
any organisation, government, power, authority or military force,
when any of the following applies:
(a) the apparent intent or effect is to intimidate or coerce
a government or business, or to disrupt any segment of
the economy;
(b) the apparent intent or effect is to cause alarm, fright, fear
of danger or apprehension of public safety in one or more
distinct segments of the general public, or to intimidate or
coerce one or more such segments;
(c) the reasonably apparent intent or effect is to further
political, ideological, religious or cultural objectives, or
to express support for (or opposition to) a philosophy,
ideology, religion or culture.
Trip(s)
The period of time (as defined under Trip Duration) spent away from
Your Home on pre-booked business or leisure travel.
Trip Duration
The maximum Trip Duration of up to 31 days. Trips within the UK
are covered when You have pre-booked accommodation for a
minimum of 3 days.
UK
England, Wales, Scotland, Northern Ireland, Isle of Man and Channel
Islands.
Valuables
Antiques, jewellery or articles made of or containing gold, silver or
other precious metals, precious or semi-precious stones, portable
audio, visual, photographic and gaming equipment including any
associated media, binoculars, furs, laptops, mobile telephones,
portable satellite navigation and watches.
We/Us/Our
FirstAssist who administer the insurance on behalf of the Insurer.
Winter Sports Equipment
Skis (including bindings), snow boards (including bindings), boots, ski
poles, ice skates and essential clothes which You own or hire.
About YOUR insurance contract
Your policy is a legal contract between You and Us.
The laws of the UK allow both parties to choose the law which will
apply to this contract. However, unless specified elsewhere in the
contract, the law which applies to this contract is the law which
applies to the part of the UK in which You normally live unless
written agreement has been given for another EU law to apply. If
there is any disagreement, We will use this policy wording over
any other assurances or statements, unless they are confirmed in
writing and form part of the policy.
All communication between You and Us will be in English.
The Insurer
This policy is underwritten by Great Lakes Reinsurance (UK) PLC.
Registered in England and Wales No. 2189462. Registered Office at
Plantation Place, 30 Fenchurch Street, London EC3M 3AJ. Authorised
and regulated by the Financial Services Authority under registration
202715. You can check this out by visiting the FSA’s website,
www.fsa.gov.uk/register, or by contacting the FSA on
0845 606 1234.
Great Lakes Reinsurance (UK) PLC is a member of the Association
of British Insurers (ABI) and covered by the Financial Ombudsman
Service (FOS). The main business of the insurer is effecting and
carrying out insurance contracts.
Our part of the insurance contract is as follows
We provide the cover set out in Your policy wording.
Your part of the insurance contract is as follows
Your policy is renewed on a monthly basis and cover will end if;
(i) Your Ultimate Reward Current Account is closed; (ii) You fail to
pay the monthly fee for Your account; (iii) Your account is changed
to another type of account with Your account provider; (iv) Your
residential address is no longer in the UK. You have the right to
cancel Your policy by giving Us notice that You wish to cancel.
We may cancel Your policy or change Your policy wording by
giving You 30 days’ notice in writing. If Your policy ends for any
reason, You will not be entitled to a refund of any fees and/or
premium paid for the cover provided under Your policy including
any additional fees and/or premiums You have paid to cover a Pre-
Existing Medical Condition.
Please note that it is a condition of Your policy that, at the time
of opening Your account or booking a Trip, You are not aware of
any reason why a Trip should be cancelled or cut short and that all
material facts are disclosed to Us. This means that You must tell Us
about anything which may affect this insurance, for example:
• Pre-Existing Medical Conditions affecting the health of the
people travelling, or a Relative or Colleague upon whose state
of health a decision by You to cancel or cut short a Trip may
depend
• You taking part in activities which are particularly hazardous or
unusual as listed under ‘Hazardous activities’
• You have been or have reason to believe that You will be refused
entry to the country to which You are travelling.
Exclusions which apply to Your policy
The exclusions which apply to all sections of Your policy are shown
in the ‘Exclusions and conditions’ section of Your policy.
Fraud
The contract between You and Us is based on mutual trust and We
believe that Our policyholders are honest.
However, if anyone covered by Your policy or anyone acting for
You:
1. Provides false information or documentation or withholds
important information to obtain cover under Your policy for
which You do not qualify; or
2. Provides false information or withholds important information
to obtain cover at a reduced premium then:
• Your policy may be void
• We may be entitled to recover from You the amount of any claim
already paid under Your policy
• We will not return any fees and/or premiums paid
• We will inform the Police and criminal proceedings
may follow.

In the event that anyone covered by Your policy or anyone
acting for You:
1. Makes a claim under Your policy knowing this to be false or
fraudulently exaggerated in any respect or to any degree; or
2. Makes a statement in support of a claim knowing the
statement to be false in any respect; or
3. Submits a document in support of a claim knowing the
document to be forged, amended or false in any respect; or
4. Makes a claim in respect of any loss or damage caused by
Your/their wilful act, knowledge or connivance; or
5. Acts in any other manner in order to gain a financial
advantage to which You would not otherwise be entitled;
then We:
• will not pay any part of the claim
• will at Our option cancel Your policy
• will not return any fees and/or premiums paid
• will inform the Police and criminal proceedings may follow.
Conditions which apply to Your policy
These are some of the conditions You must keep to as Your
part of the contract. The others are shown in the ‘Exclusions and
conditions’ section. If You do not keep to these conditions, We
may decline Your claim.
You must declare all medical conditions
Your policy excludes any Pre-Existing Medical Conditions
that exist either when You open Your Ultimate Reward Current
Account or when booking Your Trip. To make sure Your policy
fully covers You for Your Trip, it is important You tell Us when
You open Your Ultimate Reward Current Account or when
booking a Trip about any medical condition affecting the health
of the people travelling, or a Relative or Colleague upon whose
state of health a decision by You to cancel or cut short a Trip
may depend. We will assess the condition and confirm whether
Your policy can be extended to cover claims for that particular
condition.
Please call the Customer Helpline listed in the ‘Important
telephone numbers’ section or log onto www.halifax.co.uk/
ultimate-benefits and click onto get a medical screening if You
or any member of Your Family:
Have during the last year:
• stayed in hospital, had surgery or seen a Specialist or
Consultant
• had, or are waiting for, any medical or blood tests
• been prescribed medication for the treatment of a blood
pressure problem and/or diabetes.
Have ever:
• had a stroke, heart attack or a heart related condition including
angina
• been diagnosed with, or treated for, any malignant condition
or any type of cancer
• been treated for a breathing condition
• been aware of any condition that could reasonably be expected
to affect Your or their health during the Insurance Period.
If We extend the cover under Your policy to include any Pre-
Existing Medical Conditions, We may charge an additional
premium and a separate written endorsement will be sent
to You. This will confirm the new terms under which cover is
provided and must be produced should You make a claim, so
please keep it in a safe place.
We reserve the right not to extend the cover under Your policy.
You must prevent loss, theft or damage
All persons covered by Your policy must take all reasonable
steps to prevent loss, theft or damage to everything covered
under Your policy.
Failure to take reasonable steps to prevent loss, theft or damage
will result in a deduction from any claim payment, or may result
in Your claim being declined in full.
Hazardous activities
We provide cover for most activities provided the activity is an
incidental part of a normal Trip.
Please be aware that the following activities are NOT covered in
any circumstances:
• Air travel, other than as a passenger in a fully licensed passenger
carrying aircraft, but not as a pilot or co-pilot, nor for the
purpose of engaging in any trade or technical operation therein
• any sport as a professional
• any team sport where the main purpose of the Trip is to
participate in that sport
• Base jumping
• Boxing, wrestling or martial arts
• Bullfighting and bull running
• Bungee jumping
• Driving a car, van or lorry or similar form of motorised
transport unless You have the appropriate licence to do so
• Hang gliding
• High diving and cliff diving
• Horse racing, eventing, hunting on horseback, polo, show
jumping, endurance riding or rodeo
• Jet skiing
• Motor racing, motorcycle racing or sidecar racing
• Mountaineering, cliff or rock climbing using ropes or guides
• Paid or voluntary manual work
• Parachuting
• Parapenting, paraponting, parasailing and parascending (if
unsupervised or over land)
• Potholing or caving
• Quad biking
• Racing in motor boats
• Riding motorcycles or mopeds, unless You are wearing a crash
helmet and the person in control of the motorcycle or moped
is in possession of a valid full UK motorcycle driving licence
permitting the riding of that class of motorcycle or moped
• Scuba diving unless You are a qualified diver or a qualified
instructor accompanies You, no cover applies for a depth
greater than 30 metres or if You dive unaccompanied
• Ski racing, ski jumping, off piste skiing unless accompanied
by a qualified guide or instructor, heli-skiing, ice hockey,
bobsleighing, the use of skeletons, toboggans or luges,
freestyle skiing, competitive skiing
• Sky diving or sky surfing
• Trekking unless You are walking on designated paths and not
using specialist equipment
• Water skiing
• White water rafting
• Yacht racing, ocean going racing or sailing in international waters.
Please telephone the Customer Helpline shown in the ‘Important
telephone numbers’ section if You are unsure as to whether
Your intended activity is covered by Your policy.
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Important conditions applying to Your policy:
• the maximum age for cover under Your policy is 70 years old
• the maximum duration for any one Trip is 31 days. We do not
provide cover for Trips exceeding 31 days
• Your policy covers only persons permanently resident in
the UK
• Your policy is only valid on Trips commencing from and returning
to the UK
• Your policy automatically extends to provide cover if You are
unable to return Home by the end of the Insurance Period due
to the death, injury or illness of You or a Public.
Transport delay
• the maximum age for Winter Sports cover is 64 years
• Winter Sports cover is provided up to a maximum of 24 days in
total in any one calendar year
• Multi Trip cover is not valid for Trips taken within the UK, except
when You have pre-booked accommodation for a minimum of
3 days
• Your unmarried dependent children are only covered when
travelling with an adult covered under Your policy.
Making a claim
How to make a claim for any of the following:
For all claims follow these simple steps:
1. Find the relevant section listed below and ensure that You have
all the claims evidence We require. All claims evidence must be
supplied at Your own expense in its original form
2. Telephone the Customer Helpline listed in the ‘Important
telephone numbers’ section as soon as reasonably possible
with Your Ultimate Reward Current Account number and Your
branch sort code.
Please remember to keep copies of all correspondence You send to
Us for Your future reference.
Section 1: Medical Emergency and Repatriation Expenses
Section 2: Cancellation/Cutting Short Your Trip
To make a claim under these sections of Your policy You or anyone
on Your behalf must contact the Emergency Medical Assistance
Helpline (see the ‘Important telephone numbers’ section) as soon
as possible, but within 48 hours of the event, to authorise any
expenses.
If You fail to contact Us prior to treatment We cannot guarantee
direct payment to the medical provider.
To make a claim under this section of Your policy You must provide
Us with:
• Tour Operator’s booking invoice or other evidence of Your Trip;
and
• Hospital, doctor, dentist, pharmacist receipts and all receipts for
additional expenses; and
• copy of Your European Health Insurance Card (EHIC)
• Tour Operator’s cancellation invoice or unused flight tickets; or
• written confirmation that no refund is available in respect of
privately booked accommodation and evidence of payment for
that accommodation; and
• confirmation from a medical practitioner that You or Your
travelling companion are not fit to travel; or
• confirmation from the Clerk of the Courts office that You are
required for Jury Service; or
• confirmation from Your employer/Your partner’s employer/
Your travelling companion’s employer of Redundancy and period
of employment or leave cancelled; or
• confirmation from a relevant authority that You have been
instructed to stay at/return Home; or
• a copy of a death certificate, where appropriate.
Section 3: Personal Accident
To make a claim under this section of Your policy You must provide
Us with:
• Tour Operator’s booking invoice or other evidence of Your Trip; and
• detailed medical report from Your consultant; or
• a copy of a death certificate, where appropriate.
Section 4: Personal Liability
To make a claim under this section of Your policy You must provide
Us with:
• Tour Operator’s booking invoice or other evidence of Your Trip;
and
• any claim form, summons, or other legal document as soon as
You receive them; and
• any reasonable information or help We need to deal with the
case and Your claim.
Please note You must not negotiate, pay, settle, admit or deny any
claim without Our written agreement.
Section 5: Travel Delay/Missed Departure
To make a claim under this section of Your policy You must provide
Us with:
• Tour Operator’s booking invoice or other evidence of Your Trip;
and
• confirmation from the carrier of the reason and duration of Your
delay; or
• confirmation from a garage/motoring organisation that
breakdown assistance was provided; or
• confirmation of the delay to Public Transport from the company
involved; or
• confirmation from the Police (if involved) of the circumstances
giving rise to the claim.
Section 6: Loss of Important Documents
To make a claim under this section of Your policy You must provide
Us with:
• Tour Operator’s booking invoice or other evidence of Your Trip;
and
• original Police report, obtained within 24 hours of the incident;
and
• original receipts for obtaining temporary documents.
Section 7: Legal Advice and Expenses
To make a claim under this section of Your policy You must
telephone the legal assistance number listed in the ‘Important
telephone numbers’ section.
Section 8: Mugging Benefit
Section 9: Personal Baggage/Delayed Baggage
Section 10: Personal Money
Section 11: Winter Sports
Section 12: Golf Cover
To make a claim under any of these sections of Your policy You
must provide Us with:
• Tour Operator’s booking invoice or other evidence of Your Trip;
and
• original Police report, obtained within 24 hours of the incident; or
• courier’s report/Property Irregularity Report (PIR) from the
carrier (this must be obtained immediately You are aware of an
incident); and

• proof of purchase (e.g. original receipts, valuations issued
prior to the loss, cash withdrawal slips and credit/debit card
statements etc.); and
• written estimate for the cost of repair or written confirmation
that the item is damaged beyond repair, where appropriate;
and
• Household Contents policy details (please note this will NOT
affect Your Household Insurance premium or No Claims
Discount); and
• a report from the resort manager or Tour Operator confirming
piste closure, where applicable; and
• details of the length of Your stay in hospital, where applicable.
Further to the claims evidence listed, You may be asked to
provide additional information to substantiate Your claim.
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Section We will pay you up to Excess (per Insured Person)
Medical Emergency and Repatriation Expenses £10,000,000 £50
Emergency Dental Treatment £500 £50
Hospital Benefit £1,000 (£50 per day) Nil
Meal Expenses Benefit £10 per day Nil
Cancellation £5,000 £50
Cutting Short Your Trip £5,000 £50
Personal Accident
Permanent Total Disablement £25,000 (£2,500 if under 16 or over 64) Nil
Death £10,000 (£2,500 if under 16 or over 64) Nil
Personal Liability £2,000,000 £50
Travel Delay
£250 (£30 for the first 12 hours and
£20 for every subsequent 12 hours
after that)
Missed Departure £1,000 Nil
Loss of Important Documents £600 £50
Legal Advice and Expenses £25,000 £250
Mugging Benefit £1,000 (£50 per day) Nil
Personal Baggage £1,500 £50
Single Article, Pair or Set of Articles £300 £50
Valuables £500 £50
Delayed Baggage £200 Nil
Personal Money £500 £50
Cash £300 (£50 if under 16) £50
Winter Sports
Winter Sports Equipment £500 (£100 if hired) £50
Ski Hire £300 (£20 per day) Nil
Ski Pack £400 (£200 per week) Nil
Piste Closure £300 (£30 per day) Nil
Golf Cover
Golf Equipment £1,000 £50
Single Article £300 £50
Golf Equipment Hire £400 (£50 per day) Nil
Green Fees £200 (£50 per day) Nil
Nil

Section 1: Medical Emergency and
Repatriation Expenses
This section of Your policy explains the cover We provide for
medical emergency and repatriation expenses whilst on Your
Trip. Words with special meanings are printed in bold type and
can be found in the ‘Words with special meanings’ section.
What IS covered:
1. Reasonable and necessary medical and hospital expenses,
including the cost of the rescue service to take You to
hospital; and
2. Returning You to the UK provided this is authorised by Us or
the Emergency Medical Assistance Helpline; and
3. Reasonable travel and room only accommodation expenses
for a travelling companion or resident in the UK to stay with
You and travel Home with You if this is authorised by Us or
the Emergency Medical Assistance Helpline; and
4. Funeral expenses abroad or the cost of transporting Your
body or ashes to Your Home.
We will pay You up to £10,000,000:
• if You go into hospital or require any medical assistance;
and/or
• if You have to return Home early or extend Your Trip; or
• for reasonable and necessary funeral expenses abroad; or
• for transporting Your body or ashes back to Your Home.
We will pay You up to £500 if:
• You require emergency dental treatment for the immediate
relief of pain.
We will pay You £50 per day (up to a maximum of £1,000) as a:
• benefit for every complete 24 hour period You are in
hospital or confined to Your Trip accommodation.
We will pay You £10 for every 24 hour period:
• towards meal expenses for the nominated person who stays/
travels with You.
Please note We may instruct You to return Home if Our medical
advisers and the medical practitioner treating You decide that
You are fit to travel.
What IS NOT covered:
• the Excess
• any claim as a result of a Pre-Existing Medical Condition
that exists either at the time You open the Ultimate Reward
Current Account or at the time of booking Your Trip (unless
terms were agreed in writing by Us)
• the cost of any treatment or surgery (including exploratory
tests) in the UK (except for Trips to the Channel Islands,
where NHS treatment is not available)
• the cost of any medication or drugs which at the start of
Your Trip You know You will need
• the cost of any treatment or surgery (including exploratory
tests) which is not directly related to the illness or injury for
which You went into a hospital or clinic abroad
• any extra costs as a result of You arranging single or private
room accommodation at a hospital, clinic or nursing home,
except where this is necessary for Your treatment and
approved by the Emergency Medical Assistance Helpline
in advance
• any provision of dentures, false limbs, hearing aids, contact
or corneal lenses or prescription spectacles
• any in-patient, hospital, clinic or repatriation expenses
in excess of £500 which have not been reported to and
authorised by the Emergency Medical Assistance Helpline
in advance
• the cost of any treatment, surgery (including exploratory
tests), cosmetic or elective surgery which, in the opinion of the
medical practitioner treating You or the Emergency Medical
Assistance Helpline can reasonably be delayed until You return
Home
• any taxi fares or other transport costs incurred in obtaining
medical treatment, unless the taxi was used for emergency
ambulance purposes only
• any food, drinks, toiletries and faxes or phone calls other than
to the Emergency Medical Assistance Helpline telling them
about the problem and for which You can provide a receipt or
other evidence to show the cost of the call and the number
dialled
• any expenses that arise after We have instructed You
to return Home if Our medical advisers and the medical
practitioner treating You decide You are fit to travel
• any expenses that arise after 12 months of treatment
• any costs arising from Your pregnancy or childbirth if the
expected date of delivery is less than 12 weeks (16 weeks for
a multiple pregnancy) after the end of Your Trip
• anything specifically excluded in the General exclusions
section of Your policy under ‘Exclusions and conditions’.
Section 2: Cancellation/Cutting Short Your Trip
This section of Your policy explains the cover We provide if You
cancel or cut short Your Trip. Words with special meanings are
printed in bold type and can be found in the ‘Words with special
meanings’ section.
Please note Cancellation cover terminates at the start of
Your Trip.
What IS covered:
1. Unused non-refundable pre-booked travel and
accommodation expenses which You have paid or are
contracted to pay; and
2. Unused non-refundable pre-booked excursions which You
have paid or are contracted to pay; and
3. Reasonable additional travel and accommodation expenses
which You incur returning to the UK which on medical
advice is necessary and unavoidable as a result of bullet
point 1 below.
Please note if You are cutting short Your Trip, payments will be
calculated on a pro-rata basis taking into consideration unused
accommodation and excursions.
We will pay You up to £5,000 for Your share of the cost of Your
Trip as a result of:
• the death, injury or illness, as certified by a medical
practitioner, of You, Your Relative or Colleague or travelling
companion or a friend or Relative with whom You had
arranged to stay; or
• Your attendance at a court of law as a witness or for Jury
Service where postponement of the Jury Service has been
denied by the Clerk of the Courts Office; or
• You or Your travelling companion is a member of the
Armed Forces, Police, Ambulance, Fire or Nursing Service
and authorised leave is cancelled due to an unexpected
emergency or a posting overseas at the time of Your Trip; or
• You or Your travelling companion are instructed to stay
at Home (within 14 days of Your departure date) or return
Home by a relevant authority due to severe damage to Your
Home or place of business in the UK caused by serious fire,
Key information
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explosion, storm, flood, subsidence or burglary; or
• the Foreign & Commonwealth Office (FCO) declaring either of
the following:
i) Your compulsory quarantine preventing You
from travelling
ii) Your destination is unsafe to visit and they advise against
all travel; or
• Your Redundancy or that of Your travelling companion or
Your spouse (including a civil partner or co-habitee); or
• Your cancellation of the Trip as a result of a Travel Delay
(Section 5) where the delay is in excess of 12 hours from the
first international departure time specified in Your official
itinerary.
Please note We may instruct You to return Home if Our medical
advisers and the medical practitioner treating You decide that You
are fit to travel.
What IS NOT covered:
• the Excess
• any claim as a result of a Pre-Existing Medical Condition that
exists either at the time You open the Ultimate Reward Current
Account or at the time of booking Your Trip (unless terms were
agreed in writing by Us)
• any claim as a result of Your decision to cancel/cut short Your
Trip for reasons other than those listed within this section
• any additional expenses resulting from You not cancelling or
cutting short Your Trip as soon as reasonably possible
• any claim as a result of Your failure to have the required
passport or visa
• any claim as a result of the failure in provision of any service
connected with Your Trip including error, omission, financial
failure, or default of, or by the provider of, any service, travel
agent, tour operator or organiser through whom You booked
the Trip
• any claim as a result of death or illness of any pet or animals,
with exception of guide dogs
• any claim as a result of Your disinclination to travel or personal
or financial circumstances (other than You being made
Redundant)
• any loss in respect of Air Passenger Duty (this can be reclaimed
by You through Your travel agent or airline) or credit card
charges
• any claim as a result of the death, injury or illness of any person
if their specific medical condition was known on or before the
date Your Ultimate Reward Current Account is opened or on or
before the date You booked Your Trip, whichever is later
• any claim as a result of Your late arrival at the airport, port or
station after check-in or booking-in time
• any claim as a result of the operation of law or any unlawful or
criminal proceedings of anyone on whom the Trip depends,
other than attendance as a witness at a Court of Law
• any claim as a result of strike, industrial action, delays or
disruptions if the situation exists, or is publicly declared on
or before the date Your Ultimate Reward Current Account
is opened or on or before the date You booked Your Trip,
whichever is later
• any additional travel and accommodation expenses incurred that
are not considered necessary or authorised by the Emergency
Medical Assistance Helpline in advance
• any loss of enjoyment of the Trip however caused
• any unused or refundable portion of Your original travel ticket
where repatriation has been made
• any claim as a result of Your failure to have a pre-paid return
ticket to the UK at the start of Your Trip unless otherwise
agreed by Us in writing
• any costs arising from Your pregnancy or childbirth if the
expected date of delivery is less than 12 weeks (16 weeks for a
multiple pregnancy) after the end of Your Trip
• anything specifically excluded in the General exclusions section
of Your policy under ‘Exclusions and conditions’.
Please note You cannot claim under both this section and Section
5: Travel Delay/Missed Departure for the same event or series of
events.
Section 3: Personal Accident
This section of Your policy explains the cover We provide for
a personal Accident whilst on Your Trip. Words with special
meanings are printed in bold type and can be found in the ‘Words
with special meanings’ section.
What IS covered:
1. Permanent Total Disablement as a result of an Accident; or
2. Permanent loss of or loss of use of one or more limbs as a result
of an Accident; or
3. Permanent and complete loss of all sight in one or both eyes as
a result of an Accident; or
4. Death as a result of an Accident.
We will pay You £25,000 (limited to £2,500 if You are under the age
of 16 years or over the age of 64 years at the time of the Accident)
for Your:
• Permanent Total Disablement as a result of an Accident; or
• permanent loss of or loss of use of one or more limbs as a result
of an Accident; or
• permanent and complete loss of all sight in one or both eyes as
a result of an Accident.
We will pay Your legal personal representative(s) £10,000 (limited
to £2,500 if You are under the age of 16 years or over the age of 64
years at the time of the Accident) for Your:
• death as a result of an Accident.
Please note the maximum amount of all benefits We will pay under
this section for one or more Accidents sustained by You shall not
exceed £25,000.
What IS NOT covered:
• any claim which does not occur within 12 months of the
Accident
• any claim as a result of a business Trip within the UK unless You
are travelling as a fare paying passenger on Public Transport
• anything specifically excluded in the General exclusions section
of Your policy under ‘Exclusions and conditions’.

Section 4: Personal Liability
This section of Your policy explains the cover We provide
for personal liability whilst on Your Trip. Words with special
meanings are printed in bold type and can be found in the
‘Words with special meanings’ section.
What IS covered:
1. Injury, illness, death or disease to another person that You
cause; and
2. Loss of or damage to another person’s property that You
cause.
We will pay You up to £2,000,000 for:
• legal costs and expenses You become legally liable to pay as
compensation for any incident or series of incidents; and
• Your costs and expenses that We have agreed in writing.
Please note Our total liability under this section for any one
incident or series of incidents shall not exceed £2,000,000.
You must send Us any claim form, summons or other legal
documents as soon as You receive them. You must also give Us
any information and help We need to deal with the case and
Your claim. You must not negotiate, pay, settle, admit or deny
any claim without Our written agreement.
What IS NOT covered:
• the Excess
• any claim as a result of a business Trip within the UK unless
You are travelling as a fare paying passenger on Public
Transport
• any claim arising directly or indirectly for any liability for
injury, illness, death or disease to another person or loss of
or damage to another person’s property:
a) where indemnity is provided under any other insurance
b) which is suffered by anyone who is under a contract of
service with You or any member of Your Family and is
caused by the work You employ them to do
c) which is caused by any deliberate, unlawful, malicious or
wilful act or omission by You
d) which is made against You by a Relative
e) which is caused by Your ownership, care, custody or
control of any animal
f) which falls on You by agreement and would not have
done if such agreement did not exist
g) which is caused by Your employment, profession or
business or that of any member of Your Family
h) which is subject to any criminal proceedings
i) which is due to Your ownership, possession or use
of vehicles, aircraft, watercraft, firearms or explosive
devices
j) which is caused by Your ownership or occupation of
land or buildings (other than occupation only of any
temporary residence, with the exception of time-share)
• anything specifically excluded in the General exclusions
section of Your policy under ‘Exclusions and conditions’.
Section 5: Travel Delay/Missed Departure
This section of Your policy explains the cover We provide for
travel delay or missed departure whilst on Your Trip. Words with
special meanings are printed in bold type and can be found in
the ‘Words with special meanings’ section.
What IS covered:
1. A delay resulting in You departing at least 12 hours after Your
original scheduled departure time; and
2. Abandonment of Your Trip following a 12 hour delay at Your
first international departure point in the UK; and
3. Arriving too late (as shown on Your ticket) to board Your
booked transport at Your last departure point from the UK
or Your last departure point for Your return to the UK as a
result of:
a) Public Transport services failing to get You to Your
departure point due to strike, industrial action, adverse
weather conditions, mechanical failure or direct
involvement in an Accident; or
b) the private motor vehicle in which You are travelling
being directly involved in an Accident or breaking down.
We will pay You £30 as a:
• benefit for the first complete 12 hours of Your delay, then
We will pay You £20 (up to a maximum of £250) as a:
• benefit for every complete 12 hour delay after that; or
We will pay You up to £5,000 to:
• refund Your share of the cost of Your Trip as a result of
point 2 above (under Section 2: Cancellation/Cutting Short
Your Trip); or
We will pay You up to £1,000 for:
• Your reasonable and necessary extra travel and
accommodation expenses (room only) to allow You to get to
Your Trip destination or to return Home as a result of point
3 opposite.
Please note for residents of the Channel Islands, Northern
Ireland and Isle of Man, cover will also be provided for the cost
of a flight or sea vessel journey interconnecting with the last
flight or sea vessel journey from the international departure
point from or to mainland UK or other European terminal.
What IS NOT covered:
• any Trips within the UK (except for Trips to the Channel
Islands)
• any claim unless You have written confirmation from the
carrier or their handling agents detailing the reason for the
delay, the scheduled departure time and the actual departure
time
• any additional expenses incurred as a result of a delay to
Your original scheduled departure time
• any claim where the carrier or their handling agents provide
alternative transport which departs within 12 hours of the
original scheduled departure time
• any claim as a result of the airline over booking Your flight
• any claim as a result of strike or industrial action, delays
or disruptions arising from weather conditions which had
started or were publicly declared on or before the date Your
Ultimate Reward Current Account is opened or on or before
the date You booked Your Trip, whichever is later
• any claim as a result of Your failure to check-in at Your
departure point by the time shown on Your travel itinerary
except in those circumstances outlined in point 3 opposite
• any claim as a result of heavy traffic, road closures or an
Accident that You are not directly involved in
• any claim as a result of Your failure to allow sufficient time
for the Public Transport to arrive on schedule and deliver
You to Your departure point
• any claim as a result of Your private motor vehicle in which
You are travelling not having been properly serviced and
maintained, in the event of vehicle breakdown
• anything specifically excluded in the General exclusions
section of Your policy under ‘Exclusions and conditions’.
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Section 6: Loss of Important Documents
This section of Your policy explains the cover We provide for lost
or stolen important documents whilst on Your Trip. Words with
special meanings are printed in bold type and can be found in the
‘Words with special meanings’ section.
What IS covered:
1. Loss or theft of Your passport; and
2. Loss or theft of Your driving licence; and
3. Loss or theft of Your travel documents.
We will pay You up to £600 for:
• a temporary replacement passport whilst on Your Trip; and
• a replacement passport when You are back in the UK; and
• the replacement or restoration of Your driving licence and
travel documents listed above; and
• Your reasonable travel and accommodation expenses in
obtaining replacement documents whilst on Your Trip.
What IS NOT covered:
• the Excess
• any claim for the loss or theft of items that are not kept on
Your person or not deposited in a safe or safety deposit box, or
similar locked fixed receptacle in Your Trip accommodation
• any claim for items packed in suitcases or other similar Personal
Baggage or in containers, which are out of sight and out of
personal control where You are not in a position to prevent
unauthorised interference with Your property
• any claim for the loss of Your passport not reported to the
Police and the Consular Representative of the relevant issuing
country within 24 hours of discovery and a written report is not
obtained from them
• any claim for the loss of Your driving licence or travel
documents not reported to the Police within 24 hours of
discovery and a written report is not obtained from them
• any claim for loss or damage arising from confiscation or
detention by Customs or other officials
• anything specifically excluded in the General exclusions section
of Your policy under ‘Exclusions and conditions’.
Section 7: Legal Advice and Expenses
This section of Your policy explains the cover We provide for
legal advice and expenses whilst on Your Trip. Words with special
meaning are printed in bold type and can be found in the ‘Words
with special meanings’ section and below.
Legal Advice and Expenses words with special meanings
The words set out below only apply to this section of
the policy:
Costs and Expenses
a) legal costs – All reasonable and necessary costs chargeable by
the Representative on a standard basis
b) opponents’ costs – Costs incurred by opponents in civil cases
if You have been ordered to pay them, or pay them with Our
agreement.
Date of Occurrence
The date of the event which may lead to a claim. If there
is more than one event arising at different times from the same
cause, the Date of Occurrence is the date of the first of these
events.
Representative
The lawyer or other suitably qualified person who has been
appointed by Us to act for You in accordance with the terms of
this section.
What IS covered:
1. Reasonable and necessary Costs and Expenses to claim against
a third party who causes the death of or injury to You; and
2. Confidential free legal advice over the phone on any personal
legal problem, if the incident occurs in or under the laws of the
member countries of the European Union, the Isle of Man, the
Channel Islands, Norway and Switzerland.
We will pay You up to £25,000 for:
• reasonable and necessary Costs and Expenses
We agree to provide the cover in this section as long as:
• any legal proceedings will be dealt with by the court or other
body which We agree to in the territorial limit; and
• for civil claims it is always more likely than not that You will
recover damages (or other legal remedy which We have agreed
to) or make a successful defence.
The most We will pay for all claims resulting from one or more
events arising from the same time or from the same originating
cause is £25,000.
What IS NOT covered:
• the Excess
• any claim as a result of death or injury which develops gradually
or is not caused by an Accident
• defending Your legal rights (however defending a counter-claim
is covered)
• any claim reported to Us more than 180 days after You should
have known about the insured incident
• any fines, penalties, compensation or damages which You are
ordered to pay by a court or other authority
• any claim as a result of an incident intentionally brought about
by You
• any claim as a result of Your alleged dishonesty or alleged
violent behaviour
• any Costs and Expenses that are incurred where We agree a
contingency fee arrangement with the Representative not
otherwise dealt with under Section 7
• any claim as a result of You driving a motor vehicle for which
You do not have valid motor insurance
• any claim against Us, the Insurer or their agents
• any Cost and Expenses incurred before Our written acceptance
of the claim
• any claim as a result of written or verbal remarks which damage
Your reputation
• any application for Judicial Review
• any legal action that You take which We or the Representative
have not agreed to or where You do anything that hinders Us
or the Representative
• any claim as a result of deep vein thrombosis or its symptoms
that result from You travelling by air
• any claim against a Relative
• any claim where the General conditions applying to Section 7:
Legal Advice and Expenses have not been followed
• anything specifically excluded in the General exclusions section
of Your policy under ‘Exclusions and conditions’.

General conditions applying to Section 7: Legal Advice
and Expenses:
1. You must:
a) take reasonable steps to keep any amount We have to
pay as low as possible; and
b) send everything We ask for in writing; and
c) give Us full details in writing of any claim as soon as
possible and give Us any information We need
2. a) We can take over and conduct in Your name any claim or
legal proceedings at any time; and
b) We can negotiate any claim on Your behalf; and
c) You are free to choose a Representative (by sending Us
a suitably qualified person’s name and address) if:
i) We agree to start court proceedings and it becomes
necessary for a lawyer to represent Your interests in
those proceedings; or
ii) there is a conflict of interest.
We may choose not to accept Your choice, but only in
exceptional circumstances. If there is a disagreement over
the choice of Representative in these circumstances, You
may choose another suitably qualified person.
d) in all circumstances except those in 2 c) above, We are
free to choose a Representative
e) any Representative will be appointed by Us to represent
You according to Our standard terms of appointment.
The Representative must co-operate fully with us at all
times
f) We will have direct contact with the Representative
g) You must co-operate fully with Us and the
Representative and must keep Us up to date with the
progress of the claim
h) You must give the Representative any instructions that
We require.
3. a) You must tell Us if anyone offers to settle a claim
b) If You do not accept a reasonable offer to settle a claim,
We may refuse to pay further Costs and Expenses
c) We may decide to pay You the amount of damages that
You are claiming, or which is being claimed against You,
instead of starting or continuing legal proceedings.
4. a) You must tell the Representative to have Costs and
Expenses taxed, assessed or audited, if We ask for this
b) You must take every step to recover Costs and
Expenses that We have to pay, and must pay Us any
Costs and Expenses that are recovered.
5. If the Representative refuses to continue acting for You
with good reason or if You dismiss the Representative
without good reason, the cover We provide will end at once,
unless We agree to appoint another Representative.
6. If You settle a claim or withdraw it without Our agreement,
or do not give suitable instructions to a Representative, the
cover We provide will end at once and We will be entitled to
reclaim any Costs and Expenses We have paid.
7. If We and You disagree about the choice of Representative,
or about the handling of a claim, We and You can choose
another suitably qualified person to decide the matter. Both
parties must agree to the choice of this person in writing.
Failing this, We will ask the president of a relevant national
law society to choose a suitably qualified person.
All costs of resolving the disagreement must be paid by the party
whose argument is rejected.
8. We may, at Our discretion, require You to obtain, at Your
expense, an opinion from a lawyer or other suitably qualified
person chosen by You and Us, as to the merits of a claim or
proceedings. If the chosen person’s opinion indicates that
it is more likely than not that You will recover damages (or
obtain any other legal remedy that We have agreed to) or
make a successful defence, We will pay the cost of obtaining
the opinion.
9. We will not pay any claim covered under any other policy, or
any claim that would have been covered by any other policy
if this policy did not exist.
10. All Acts of Parliament mentioned in Your policy include
equivalent laws in Scotland, Northern Ireland, the Isle of Man
and the Channel Islands as the case may be.
Section 8: Mugging Benefit
This section of Your policy explains the cover We provide if You
are hospitalised as a result of a mugging whilst on Your Trip.
Words with special meanings are printed in bold type and can be
found in the ‘Words with special meanings’ section.
What IS covered:
1. Your hospital admittance as a result of mugging.
We will pay You £50 (up to a maximum of £1,000) as a:
• benefit for every complete 24 hour period You are in
hospital.
What IS NOT covered:
• any claim if You do not obtain a Police report of the mugging
and confirmation of Your injuries and period of in-patient
treatment from the hospital
• anything specifically excluded in the General exclusions
section of Your policy under ‘Exclusions and conditions’.
Section 9: Personal Baggage/ Delayed Baggage
This section of Your policy explains the cover We provide for
Your Personal Baggage and delayed baggage whilst on Your
Trip. Words with special meanings are printed in bold type and
can be found in the ‘Words with special meanings’ section.
What IS covered:
1. Loss or theft of or damage to Your Personal Baggage; and
2. Your Personal Baggage being mislaid on Your outward
journey for more than 12 hours from the time You arrive at
Your Trip destination.
We will pay You up to £1,500 to:
• replace, reinstate or repair Your Personal Baggage.
Claims will be considered on a new for old basis provided the
item is less than 2 years old at the date of the incident and
You are able to provide the original purchase receipt. All other
items will be subject to a suitable deduction for wear and tear
and depreciation or We may at Our option replace, reinstate
or repair the lost, stolen or damaged Personal Baggage. Please
note We may not pay Your claim if You are unable to provide
any original receipts, proofs of purchase or insurance valuations
(issued before the loss, theft or damage). You must retain all
damaged items for inspection, if required. We will pay You up
to £200 to:
• purchase essential toiletries, medication and clothing (in the
event of point 2 above).
You must keep all receipts for essential purchases made and any
amount paid will be deducted from the final claim settlement
under this section if the items are permanently lost.
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What IS NOT covered:
• the Excess
• any claim over £300 for one article, pair or set of articles which
are complementary or used or worn together
• any claim over £500 in total for Valuables
• any loss or theft of Your Personal Baggage that You do not
report to the Police within 24 hours of discovery and for which
You do not get a written report from them
• any loss or theft of or damage to Your Personal Baggage
whilst in the custody of an airline or other carrier unless You
report it immediately on discovery to the carrier and get a
written report. In the case of an airline You will need a Property
Irregularity Report (PIR)
• any Winter Sports Equipment (this is covered under the
Winter Sports section)
• any Golf Equipment (this is covered under the Golf Cover
section)
• any loss or theft of or damage to fragile articles, contact or
corneal lenses, spectacles, prescription sunglasses, bicycles or
business goods or samples
• any loss or theft of or damage to sports equipment whilst
in use
• any loss of or damage to Your Personal Baggage caused by
normal wear and tear, gradual deterioration or mechanical or
electrical breakdown, decay, moth, vermin, atmospheric or
climatic conditions
• any loss or theft of Your Personal Baggage left out of sight
and out of personal control in public places where You are not
in a position to prevent unauthorised interference with Your
property e.g. station, airport, restaurant, beach, etc.
• any loss or theft of or damage to Your Valuables unless they
are at all times attended by You, or left in hotel security, safety
deposit box, safe or similar locked fixed receptacle
• any loss or theft of Your Personal Baggage or Valuables from
an unattended vehicle unless between the hours of 09:00 and
21:00 and locked in the boot, covered luggage area or locked
glove compartment and following physical evidence of forcible
entry and reported to the Police within 24 hours of discovery
and a written report is obtained from them
• any loss of or damage to Your Valuables (other than wedding
rings) while You are swimming
• any loss or theft of Your Personal Baggage left in the custody
of a person who does not have official responsibility for the
safekeeping of the property
• any delayed baggage claim without a proof of purchase
• anything specifically excluded in the General exclusions section
of Your policy under ‘Exclusions and conditions’.
Section 10: Personal Money
This section of Your policy explains the cover We provide for Your
Personal Money whilst on Your Trip. Words with special meanings
are printed in bold type and can be found in the ‘Words with
special meanings’ section.
What IS covered:
1. Loss or theft of Your Personal Money
We will pay You up to £500 to:
• reimburse Your Personal Money
We agree to provide the cover in this section as long as:
• You have taken reasonable care in protecting Your Personal
Money and documents against loss, theft or damage; and
• You have notified the Police within 24 hours of discovery and
obtained a written report from them and enclose this with
Your claim form.
What IS NOT covered:
• the Excess
• any claim over £300 (£50 in respect of children under the age of
16 years) for cash
• any loss or theft of Your Personal Money that is not on Your
person or not deposited in a safe or safety deposit box, or
similar locked fixed receptacle in Your Trip accommodation
• any Personal Money packed in a suitcase or other similar
Personal Baggage or in containers which are out of sight and
out of personal control where You are not in a position to
prevent unauthorised interference with Your property
• any loss or damage arising from confiscation or detention by
Customs or other officials
• any depreciation in value, currency changes or shortage caused
by any error or omission
• anything specifically excluded in the General exclusions section
of Your policy under ‘Exclusions and Conditions’.
Section 11: Winter Sports
This section of Your policy explains the cover We provide for
winter sports whilst on Your Trip. Words with special meanings are
printed in bold type and can be found in the ‘Words with special
meanings’ section.
Cover is provided under this section (up to a maximum of 24 days
in total in any one calendar year) whilst You are on a Trip which
includes skiing, snowboarding, or participating in any snow or ice
activities including off-piste skiing (provided You are accompanied
by a qualified ski instructor who holds the appropriate liability
insurance and that there are no avalanche warnings current).
What IS covered:
1. Loss or theft of or damage to Your Winter Sports Equipment;
and
2. Your hire of Winter Sports Equipment if required as a result
of point 1 above; and
3. Your hire of Winter Sports Equipment if required as a result
of the misdirection or delay on Your outward journey of Your
Winter Sports Equipment for more than 12 hours; and
4. Reimbursement of any unused ski pack, ski hire or tuition fees
as a result of Your Accident or sickness; and
5. Loss or theft of Your ski pass; and
6. Piste closure, if You are unable to ski for a continuous period in
excess of 12 hours as a result of:
• lack of snowfall
• excessive snowfall
• bad weather.
We will pay You up to £500 (£100 if Winter Sports Equipment is
hired) to:
• replace, reinstate or repair Your Winter Sports Equipment.

Claims will be considered on a new for old basis provided the
item is less than 2 years old at the date of the incident and You
are able to provide the original purchase receipt. All other items
will be subject to a suitable deduction for wear and tear and
depreciation or We may at Our option replace, reinstate or
repair the lost, stolen or damaged Winter Sports Equipment.
Please note We may not pay Your claim if You are unable to
provide any original receipts, proofs of purchase or insurance
valuations (issued before the loss, theft or damage). You must
retain all damaged items for inspection, if required.
We will pay You £20 per day (up to a maximum of £300) for:
• Your hire of Winter Sports Equipment in relation to points
2 and 3 above.
We will pay You up to £200 per 7 day period (up to a maximum
of £400) to:
• reimburse You the proportionate value of any unused ski
pack in relation to points 4 and 5 above.
We will pay You £30 per day (up to a maximum of £300):
• as a benefit in relation to point 6 above; or
• towards transportation costs to travel to an alternative site
in relation to point 6 above.
What IS NOT covered:
• the Excess
• any claim as a result of participation in off-piste skiing
whereby You are not accompanied by a qualified ski
instructor who holds the appropriate liability insurance
• any claim as a result of participation in winter sports
activities when avalanche warnings are current
• any claim as a result of participation in winter sports
activities undertaken in the UK and in Europe outside the
period from 15th December to 15th April in relation to
point 6
• any loss or theft of or damage to Your Winter Sports
Equipment whilst in use
• any loss of or damage to Your Winter Sports Equipment
arising from confiscation or detention by Customs or
other officials
• any loss of or damage to Your Winter Sports Equipment
caused by normal wear and tear, gradual deterioration or
mechanical or electrical breakdown, decay, moth, vermin,
atmospheric or climatic conditions
• any loss or theft of or damage to Your Winter Sports
Equipment whilst in the custody of an airline or other carrier
unless You report it immediately on discovery to the carrier
and get a written report. In the case of an airline You will
need a Property Irregularity Report (PIR)
• any loss or theft of Your Winter Sports Equipment or ski
pass that you do not report to the Police within 24 hours
of discovery and for which You do not get a written report
from them
• any loss or theft of Your Winter Sports Equipment or
ski pass left out of sight and out of personal control in
public places where You are not in a position to prevent
unauthorised interference with Your property e.g. station,
airport, restaurant etc.
• any loss or theft of Your Winter Sports Equipment or ski
pass from an unattended vehicle unless between the hours
of 09:00 and 21:00 whereby Your Winter Sports Equipment
was secured within a purpose built and locked container
fastened to the exterior of the vehicle and following physical
evidence of forcible entry and reported to the Police within
24 hours of discovery and a written report is obtained from
them
• any loss or theft of Your Winter Sports Equipment or
ski pass left in the custody of a person who does not have
official responsibility for the safekeeping of the property
• any claim that is not confirmed as medically necessary by the
Emergency Medical Assistance Helpline and where a medical
certificate has not been obtained from the attending
medical practitioner confirming that You are unable to ski
and unable to use the ski pack facilities
• any claim as a result of piste closure which is not
substantiated by a report from the resort management or
Your tour operator
• any claim as a result of piste closure which was known to You
on or before the date Your Ultimate Reward CurrentAccount
is opened or on or before the date You booked Your Trip,
whichever is earlier
• anything specifically excluded in the General exclusions
section of Your policy under ‘Exclusions and conditions’.
Section 12: Golf Cover
This section of Your policy explains the cover We provide for
golf Trips. Words with special meanings are printed in bold type
and can be found in the ‘Words with special meanings’ section.
What IS covered:
1. Loss or theft of or damage to Your Golf Equipment; and
2. The cost of hiring Golf Equipment; and
3. The loss of pre-booked and non-refundable green fees.
We will pay You up to £1,000 to:
• replace, reinstate or repair Your Golf Equipment which is
lost, stolen or damaged.
Claims will be considered on a new for old basis provided the
item is less than 2 years old at the date of the incident and
You are able to provide the original purchase receipt. All other
items will be subject to a suitable deduction for wear and tear
and depreciation or We may at Our option replace, reinstate
or repair the lost, stolen or damaged Golf Equipment. Please
note We may not pay Your claim if You are unable to provide
any original receipts, proofs of purchase or insurance valuations
(issued before the loss, theft or damage). You must retain all
damaged items for inspection, if required.
We will pay you up to £50 per day (up to a maximum of £400) to:
• cover the cost of hiring Golf Equipment in the event Your
Golf Equipment is lost, stolen or delayed on Your outward
journey for over 12 hours from the time You arrived at Your
Trip destination.
You must keep all receipts for the hire of Golf Equipment and
enclose them with Your claim form.
We will pay You up to £40 per day (up to a maximum of £200) for:
• the loss of pre-booked and non-refundable green fees if
the pre-booked course at Your Trip destination becomes
unplayable due to adverse weather conditions.
What IS NOT covered:
• the Excess
• any claim over £300 for any one article
• any claim as a result of Your disinclination to play
• any loss or theft of or damage to Your Golf Equipment
whilst in use
• any loss or theft of Your Golf Equipment that You do not
report to the Police within 24 hours of discovery and for
which You do not get a written report from them
Key information
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• any loss or theft of or damage to Your Golf Equipment whilst
in the custody of an airline or other carrier unless You report
it immediately on discovery to the carrier and get a written
report. In the case of an airline You will need a Property
Irregularity Report (PIR)
• any loss of or damage to Your Golf Equipment caused by
normal wear and tear, gradual deterioration or mechanical or
electrical breakdown, decay, moth, vermin, atmospheric or
climatic conditions
• any loss or theft of Your Golf Equipment left out of sight and
out of personal control in public places where You are not in
a position to prevent unauthorised interference with Your
property e.g. station, airport, clubhouse etc.
• any loss or theft of Your Golf Equipment from an unattended
vehicle unless between the hours of 09:00 and 21:00 and locked
in the boot or covered luggage area and following physical
evidence of forcible entry and reported to the Police within 24
hours of discovery and a written report is obtained from them
• any loss or theft of Your Golf Equipment left in the custody
of a person who does not have official responsibility for the
safekeeping of the property
• anything specifically excluded in the General exclusions section
of Your policy under ‘Exclusions and conditions’.
Exclusions and conditions
General conditions applying to Your policy
1. We may cancel Your policy at anytime by giving You 30 days’
notice in writing to Your last known address.
2. We promise to act in good faith in all Our dealings
with You.
3. We may not pay Your claim if You do not:
• take all possible care to safeguard against Accident, injury,
loss, damage or theft; and
• give Us full details of any incident which may result in a
claim under Your policy as soon as is reasonably possible;
and
• pass on to Us every claim form, summons, legal process,
legal document or other communication in connection
with the claim; and
• provide all information and assistance that We may
reasonably require at Your expense (including, where
necessary, medical certification and details of Your
household insurance).
4. You must not admit liability for any event, or offer to make any
payment, without Our prior written consent.
5. The terms of Your policy can only be changed if
We agree.
We may require You to pay an additional premium before making a
change to Your policy.
6. You must be registered with a UK General Practitioner and
have Your main place of work in the UK.
7. You must start each Trip from Your Home or place of business
in the UK and return to Your Home or place of business in
the UK at the end of each Trip, within the permitted Trip
Duration, unless otherwise agreed by Us.
8. You agree that We can:
• make Your policy void where any claim is found to be
fraudulent; and
• share information with other insurers to prevent fraudulent
claims via a register of claims. A list of participants is
available on request. Any information You supply on a
claim, together with information You have supplied at
inception of Your policy and other information relating to a
claim, may be provided to the register participants; and
• take over and act in Your name in the defence or
settlement of any claim made under Your policy; and
• take proceedings in Your name but at Our expense to
recover for Our benefit the amount of any payment made
under Your policy; and
• obtain information from Your medical records (with
Your permission) for the purpose of dealing with any
cancellation or medical claims. No personal information
will be disclosed to any third party without Your prior
approval.
9. We will not pay You more than the amounts shown in the
policy limits and excesses section per Trip.
10. You agree that We only have to pay a proportionate amount
of any claim where there is another insurance policy in force
covering the same risk. You must give Us details of such other
insurance.
General exclusions applying to Your policy
Your policy does not cover You for any claim directly or indirectly
resulting from any of the following:
1. Any Pre-Existing Medical Condition (unless terms are agreed
in writing by Us).
2. Your failure to obtain any recommended vaccines, inoculations
or medications prior to Your Trip.
3. You travelling against the advice of a medical practitioner or
for the purpose of having medical treatment on the Trip.
4. You or Your travelling companion having received a terminal
prognosis, unless in respect of Section 2: Cancellation/Cutting
Short Your Trip the terminal prognosis was received after the
date of booking the Trip.
5. War, Terrorist Action (except under Section 3 – Personal
Accident), invasion, act of foreign enemy, hostilities (whether
or not war has been declared), civil war, rebellion, military
or usurped power, riot or civil commotion, or if You have
deliberately put yourself in danger. This exclusion does not
apply for claims made under Section 1: Medical Emergency and
Repatriation Expenses.
6. A material fact that You fail to disclose to Us before opening
Your Ultimate Reward Current Account.
7. Any travel undertaken against Foreign & Commonwealth Office
(FCO) advice or where it is deemed unsafe for You to travel.
If You are unsure please contact them on 0845 850 2829 or
www.fco.gov.uk/knowbeforeyougo
8. Ionising radiations or contamination by radioactivity from
any nuclear fuel or any nuclear waste from the combustion
of nuclear fuel, or the radioactive toxic explosive or other
hazardous properties of any explosive nuclear machinery
or parts.
9. Pressure waves caused by aircraft and other aerial devices
travelling at sonic or supersonic speeds.
10. Confiscation or destruction of property by any Customs,
Government or other Authority of any country.
11. Engaging in hazardous activities which are not accepted in
writing by Us.
12. Wilfully self-inflicted injury or illness or solvent abuse.
13. The misuse of alcohol or You being under the influence of
alcohol or drugs (except those prescribed by Your registered
medical practitioner, but not when prescribed for the
treatment of drug addiction).
14. Your suicide or attempted suicide or putting yourself at risk
unless You are attempting to save a human life.

15. Any dishonest, malicious or criminal act committed by You
or any person with whom You are in collusion, or insurance
arranged in circumstances where a claim might reasonably
be anticipated.
16. You choosing to extend Your Trip beyond the permitted
Trip Duration.
17. Claims, other than under Section 1: Medical Emergency and
Repatriation Expenses and Section 3: Personal Accident,
for any actual or anticipated failure of any computer or
electronic device, or component or system or embedded
programming or software (whether or not belonging to You
or in Your possession).
18. Psychiatric disorders, depression, anxiety, stress or phobias.
19. You working overseas in full time manual work, electrical
and construction work involving buildings in excess of two
storeys, and any occupation involving heavy lifting.
20. Any losses that are not directly associated with the incident
that caused You to claim. For example, loss of earnings due
to being unable to return to work following injury or illness
happening while on a Trip or the cost of replacing locks in
the event that keys are lost while on a Trip.
21. Any amount recoverable from any other source.
Complaints procedure
You have the right to expect the best possible service and
support. If We have not delivered the service that You expected
or You are concerned with the service provided, We would like
the opportunity to put things right. If You feel We have fallen
short of Our standards, please contact the Customer Relations
Team.
Post: FirstAssist Insurance Services Limited
Customer Relations Department
1 Drake Circus
Plymouth, PL1 1QH
Telephone: 0845 071 9069. For Your protection calls may be
recorded and may be monitored.
E.mail:
customerrelations.plymouth@firstassistinsurance.co.uk
What to do if You are still not satisfied.
If You are still not satisfied then you may be able to refer Your
complaint to the Financial Ombudsman Service. You must
approach the Financial Ombudsman Service within six months of
Our final response to Your complaint. We will remind You of the
time limits in the final response.
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone 08000 23 45 67, free for people phoning from a “fixed
line” (for example, a landline at home) or 0300 123 9 123, free
for mobile-phone users who pay a monthly charge for calls to
numbers starting 01 or 02
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
We must accept the Ombudsman’s final decision, but You are
not bound by it and may take further action if You wish.
Your rights as a customer to take legal action remain unaffected
by the existence or use of our complaints procedure. However
the Financial Ombudsman Service may not adjudicate on any
cases where litigation has commenced.
Important telephone numbers
Customer helplines
You will need to have Your Ultimate Reward Current Account
number and Your branch sort code available whenever You
contact any helpline.
Customer Helpline for claims, amendments or general
information 08451 24 14 00
Emergency Medical Assistance Helpline
+44(0) 208 763 4826 for all Trips
Email contact: An online new case notification form is available
on the FirstAssist website www.firstassist.co.uk
Click on Assistance Services and then Claims information.
Legal assistance
0870 850 4840
from overseas: +44(0) 1455 255 136
FSA consumer helpline
0845 606 1234
Data Protection Notice
Introduction
Please make sure that You read and understand this Data
Protection notice as it explains to You what We will do with the
information that You give Us. If You apply for Our products
and/or services it is highly likely that We will need both personal
and sensitive data about Yourself and anyone else who is
covered by the application form in order to administer the
insurance policy and any claims which may arise.
You should show this notice to any other person covered
under Your insurance policy. If Your application includes other
individuals We will assume that they have given their consent to
You for You to give their information to Us.
Protection of your personal data
The security of Your personal information is very important
to Us and We are compliant with all current data protection
legislation. All personal information that You supply to Us either
in respect of Yourself or other individuals in connection with
Our products and/or services will be treated in confidence
by Us and will be held by Us for the purpose of providing and
administering Our products and services. This may involve the
collection and processing of sensitive data (as defined in the
Data Protection Act 1998) and if You complete an application
form for Our products and/or services You will be giving Your
consent to such information being processed by Us (which may
include other companies within the FirstAssist Group) or Our
agents.
Your personal and sensitive data may also be shared with the
underwriter of Our insurance products. It may be necessary to
pass Your personal and sensitive data to other companies for
processing on Our behalf. Some of these companies may be
based outside Europe in countries which may not have the laws
to protect Your personal data, but in all cases We will ensure
that it is kept securely and only used for the purposes for which
it was provided.
Inaccurate data
If You believe that We are holding inaccurate information about
You, please contact the team responsible for administering Your
policy and they will be happy to correct any errors.
Key information
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Telephone calls
Please note that for Our mutual protection telephone calls to
FirstAssist may be monitored and/or recorded.
Fraud prevention, detection and claims history
In order to prevent and detect fraud We may at any time:
• Share information about You with other organisations and
public bodies including the Police;
• Check and/or file Your details with fraud prevention
agencies and databases, and if You give Us false or inaccurate
information and We suspect fraud, We will record this.
We and other organisations may also search these agencies and
databases to;
• Help make decisions about the provision and administration of
insurance, credit and related services for You and members of
Your household;
• Trace debtors or beneficiaries, recover debt, prevent fraud and
to manage Your accounts or insurance policies;
• Check Your identity to prevent money laundering, unless You
furnish Us with other satisfactory proof of identity;
• Undertake credit searches and additional fraud searches.
We can supply on request further details of the databases We
access or contribute to.

AA Breakdown Cover
AA Breakdown Cover and Accident
Management Cover Policy Summary
This AA Breakdown Cover policy has been provided to you in
order to meet your breakdown needs.
Summary of Cover
This policy summary provides you with basic details of your
AA Breakdown Cover and Accident Management Cover which
provides assistance in connection with your Halifax Ultimate
Reward Current Account. The AA Breakdown Cover detailed
here is available in the United Kingdom, the Channel Islands and
the Isle of Man and is provided by the Automobile Association
Limited (the “AA”) unless otherwise stated. Please note that
whilst most of the Terms & Conditions relating to AA Breakdown
Cover apply to all Channel Islands & Isle of Man customers,
there are some variations depending on the type of cover you
have purchased.
Please note this is not a statement of the full Terms and
Conditions, which can be found in the ‘AA Breakdown Cover
Policy’ section of this booklet, and which should be read in
conjunction with this summary. Your cover runs concurrently
with, subject always to the terms of, your Halifax Ultimate
Reward Current Account. If your Halifax Ultimate Reward Current
Account is terminated your rights to service from the AA also
cease immediately.
1. What are the main features/benefits of AA Breakdown
Cover and Accident Management Cover?
Roadside Assistance
• Assistance at the roadside if you are broken down more than
¼ mile from home.
• Tow to the AA’s choice of relevant local repairer for you,
your vehicle and up to 7 passengers if the AA is unable to fix
your vehicle at the roadside.
Home Start
• Provides the benefits outlined under ‘Roadside Assistance’,
if you breakdown at or within 1/4 mile from home. Available
24 hours after opening your Halifax Ultimate Reward Current
Account.
Accident Management (Underwritten by Acromas Insurance
Company Limited) – Assists in arranging the repair, recovery and
claim processing for vehicles following an accident or vandalism
where you are claiming under your motor insurance.
2. Are there any significant exclusions or limitations to my
AA Breakdown Cover and Accident Management Cover?
Full details of the restrictions which apply to AA Breakdown
Cover can be found within the Terms & Conditions booklet,
however the key restrictions are:
Where cover is available
• Service is only available within the UK, Channel Islands and
Isle of Man.
Vehicle specifications (see page 72):
• Service is only available to customers travelling in a car, van,
minibus or motorcycle which complies with the stated max
weight restrictions of 3.5 tonnes and max width restriction
of 7ft 6in (2.3m).
General Terms and Conditions (see pages 71-77):
• Assistance is not available following a breakdown or accident
attended by the police or other emergency service, until
the vehicle’s removal is authorised. If the police insist on
recovery by a third party, the cost must be met by you.
• No recovery (including a local tow) is available following
an accident.
• Transport of any animal is discretionary, and horses and
livestock will not be recovered.
• Routine maintenance, running repairs, the cost of spare
parts, fuel, oil, keys, specialist lifting equipment, garage or
other labour required to repair your vehicle are excluded, as
is the provision of service on private property without the
relevant permission.
• Service is discretionary where it is requested to deal with
the same or a similar fault or cause of breakdown to that
attended in regard to the same vehicle within the preceding
28 days.
• The customer must be with the vehicle at the times of
breakdown and assistance. A valid Halifax Ultimate Reward
Current Account debit card and some other form of
identification must be produced. Service will be refused
and may be cancelled if anyone behaves in an abusive or
threatening manner, or if the AA is owed money.
Replacement vehicle (see page 76):
• Any car hire that may be arranged for a customer will be
subject to the hirer’s Terms & Conditions.
Service control (see page 75):
• Please note that further premiums may be requested if the
maximum number of call-outs is exceeded.
Full details of the restrictions which apply to AA Accident
Management can be found within the Terms & Conditions
booklet, however the key restrictions are:
• vehicle must be less than 5 years old.
• a fully comprehensive motor insurance policy must be held.
If the above criteria is not met, Accident Management can offer
assistance and advice based on your circumstances.
3. What if I want to cancel my AA Breakdown Cover/
Accident Management Cover?
You have the right to cancel your AA Breakdown Cover but
please note that as this cover has been provided as an integral
part of your Halifax Ultimate Reward Current Account no refund
is available. Cancellation/closure of your Halifax Ultimate Reward
Current Account will mean that your rights to service from the
AA will cease immediately.
4. What if I need to make a call-out?
If you require Breakdown Assistance in the UK,
call: 08000 51 22 48.
For Accident Management, call: 0800 591 293.
Customers calling from the Isle of Man may need to add a ’19’
prefix. Similarly customers calling from the Channel Islands may
need to remove the ‘0’ from the beginning. You will need to
quote your Halifax Ultimate Reward Current Account sort code
and account number as well as your vehicle registration and
details of the breakdown.
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5. What if I need to make a complaint about AA Breakdown
Cover/Accident Management?
If you wish to register a complaint, please make contact:
By phone: 0844 209 0556.
In writing: Customer Care, AA, Lambert House, Stockport Road,
Cheadle, Cheshire SK8 2DY.
By email: customersupport@theAA.com
If your complaint is about cover underwritten by Acromas
Insurance Company Limited and it is not settled, you may be
entitled to refer it to the Financial Ombudsman Service at Insurance
Division Financial Ombudsman Service, South Quay Plaza, 183
Marsh Lane, London E14 9SR. Telephone: 08000 23 45 67 or email:
complaint.info@financial-ombudsman.org.uk
6. Is AA Breakdown Cover covered by the Financial Services
Compensation Scheme (FSCS)?
Acromas Insurance Company Limited (AICL), only, is covered by
the FSCS. You may be entitled to compensation from the scheme
if AICL cannot meet its obligations. This depends on the type of
business and the circumstances of the claim. Further information
about compensation scheme arrangements is available from the
FSCS at www.fscs.org.uk or telephone 0800 678 1100 or
0207 741 4100.
AA Breakdown Cover and Accident Management
Cover Terms and Conditions
Definition of words and phrases used in this policy
Some common terms are used to make this Policy easier to
understand. Wherever the following words or phrases appear they
will always have the meaning set out below.
‘AA’ means the relevant insurer of the breakdown cover being
The Automobile Association Limited for Roadside Assistance and
Acromas Insurance Company Limited for Accident Management or
either or both of those insurer(s), as the context requires or allows.
‘Breakdown’ means an event –
(a) which causes the driver of the relevant vehicle to be unable to
start a journey in the vehicle or involuntarily brings the vehicle
to a halt on a journey because of some malfunction of the
vehicle or failure of it to function, and
(b) after which the journey cannot reasonably be commenced or
continued in the relevant vehicle;
provided always that any part or other failure shall not be
considered to be a breakdown unless it results in the vehicle not
working as a whole.
‘Customer’ means the person to whom the breakdown cover
documentation is addressed and who has been given cover.
Please note: Any contract for Breakdown Cover is between the
person to whom the cover documentation is addressed and who
has purchased or been given cover and the AA and not, between
the AA and any person nominated as a Joint account holder.
‘Resident Island’ means whichever of the Channel Islands or Isle of
Man is the island on which the customer permanently resides.
‘Customer’s Home Address’ means the address which the AA has
recorded as the home address of the customer at the time of the
relevant breakdown or accident.
‘You’, ‘Your’ means the customer and/or if the context requires,
any Joint account holder who has been nominated by that person.
‘Your Vehicle’ means the vehicle which the customer or any Joint
account holder is you are travelling in at the time of the relevant
breakdown or accident provided always that any such vehicle meets
the vehicle specifications set out below.
AA Breakdown Cover Policy
Your AA Breakdown Cover includes:
• breakdowns either at home or on the road
• recovery for You and Your Vehicle to the nearest garage or
other local destination of Your choice provided it is no further
• cover for You in any Vehicle (within the specified limits), as
driver or passenger
• if You have a joint Ultimate Reward Current Account, both You
and the person You hold your account with are covered as a
driver or passenger in any Vehicle
• AA Accident Management – a service that helps You deal
with the inconvenience that can follow any accident or act of
vandalism.
Vehicle specifications
Breakdown Assistance is only available for cars, vans, minibuses or
motorcycles which meet the specifications set out below. Please
note that “car, van, minibus or motorcycle” does not include,
amongst other things, electric pavement vehicles, electrical
wheelchairs, bicycles (including electric bicycles), any Vehicle which
cannot lawfully be used on the public highway and/or any nonmotorised
vehicle.
• Maximum Vehicle Weight: 3.5 tonnes (3,500kg) gross
vehicle weight
• Maximum Vehicle Width: 7ft 6in (2.3m)
Assistance will also be provided for a caravan or trailer which was
on tow at the time of the Breakdown, provided that it falls within
the above limits.
Service Descriptions – What is covered and what
is not covered
Roadside Assistance
Provided by The Automobile Association Limited
What is covered for UK customers
• Roadside Assistance is available if Your Vehicle is stranded on
the highway more than a quarter of a mile from the Customer’s
Home Address following a Breakdown or accident.
• If, following a Breakdown, a Patrol or appointed agent cannot
fix Your Vehicle within a reasonable time it, together with
the driver and up to a maximum of seven passengers, will be
taken to the AA’s choice of relevant local repairer or to a local
destination of Your choice, provided it is no further.
• The AA will make a telephone call at Your request following a
Breakdown.
• Please note that any contract for repair, other than repairs
carried out by the AA or its agent at the roadside under Your
AA Breakdown Cover, is between the person requesting the
repair and the repairer – it is not the AA’s responsibility to
instruct the repairer to undertake any work required or to pay
them for it. The AA does not guarantee that any recovery to an
appropriate local repairer will be within the opening hours of
the repairer, or that the repairer will be immediately available
to undertake any required repair. Whilst the AA will endeavour
to check that the chosen repairer carries out the type of repair
work required, this cannot be guaranteed and the AA does not
provide any assurance or warranty with respect to any work
carried out at Your request by any third party repairer.
What is covered for Channel Island & Isle of Man customers
• Roadside Assistance is available to You in the UK and on Your
Resident Island (for Channel Island residents this will include
both Jersey and Guernsey) if Your Vehicle is stranded on the
highway more than a quarter of a mile from the Customer’s
Home Address following a Breakdown or accident;

• If, following a Breakdown, a Patrol or appointed agent cannot
fix Your Vehicle within a reasonable time, it, together with
the driver and up to a maximum of seven passengers, will;
a) following a Breakdown in the UK or, for Channel Island
residents only, in whichever of Jersey or Guernsey is
not Your Resident Island, be taken to the AA’s choice
of relevant local repairer or, alternatively, to a local
destination of Your choice, provided it is no further, and
b) following a Breakdown on Your Resident Island, be taken
together with the driver and up to a maximum of seven
passengers (see General Terms & Conditions, clause 1g)
to a single destination of Your choice on the customer’s
Resident Island. If there are more people than the
maximum allowed, the AA will seek to arrange, but
will not pay for, their onward transportation.
• The AA will make a telephone call at Your request following
a Breakdown.
• Please note that any contract for repair, other than repairs
carried out by the AA or its agent at the roadside under Your
AA Breakdown Cover, is between the person requesting
the repair and the repairer – it is not the AA’s responsibility
to instruct the repairer to undertake any work required
or to pay them for it. The AA does not guarantee that any
recovery to an relevant local repairer will be within the
opening hours of the repairer, or that the repairer will be
immediately available to undertake any required repair.
Whilst the AA will endeavour to check that the chosen
repairer carries out the type of repair work required, this
cannot be guaranteed and the AA does not provide any
assurance or warranty with respect to any work carried out
at Your request by any third party repairer.
What is not covered
• The cost of spare parts, fuel, oil, keys or other materials
required to repair Your Vehicle or any supplier delivery or
call out charges related to these items;
• The cost of any labour, other than that provided by the
AA or its agents under Your AA cover at the scene of the
Breakdown or accident;
• Any additional transport or other costs that You might incur
or any incidental expenses that may arise during a recovery.
The AA cannot accept any costs for passengers who do not
accompany Your Vehicle while it is being recovered;
• Routine maintenance and running repairs e.g. radios, interior
light bulbs, heated rear windows;
• Any recovery or tow following an accident (see General
Terms & Conditions, clause 2, page 74);
• Assistance following a Breakdown or accident attended by
the police, highways agency or other emergency service,
until the services concerned have authorised the Vehicle’s
removal. If the police, highways agency or emergency service
insist on recovery by a third party, the cost of this must be
met by You;
• A second or subsequent recovery, after Your Vehicle has
been recovered following a Breakdown;
• All things excluded under General Terms & Conditions (pages
73-77).
Home Start
Provided by The Automobile Association Limited.
What is covered.
Home Start is available only if You opened a Halifax Ultimate
Reward Current Account at least 24 hours before the Breakdown
occurred.
Provides access to the same service as is available under
‘Roadside Assistance’, following a Breakdown or accident at or
within a quarter of a mile of the Customer’s Home Address.
What is not covered.
All things excluded under ‘Roadside Assistance’ ‘What is not
covered’ above.
General Terms and Conditions –
AA Breakdown Cover
General exclusions
1. AA Breakdown Cover does not provide for:
a. Any vehicle servicing or re-assembly
For example, where this is required as a result of neglect or
unsuccessful work on the Vehicle (including, but not limited
to, DIY Vehicle maintenance), other than that on the part of
the AA or its agents;
b. Garage labour costs
The cost of garage or other labour required to repair Your
Vehicle, other than that provided by the AA or its agents at
the scene of the Breakdown or accident;
c. Fuel draining
Any costs of draining or removing fuel, lubricants or other
fluids as a result of the introduction of an inappropriate
substance. The AA will arrange for Your Vehicle, the driver
and up to 7 passengers to be taken to the AA’s choice of
relevant local repairer or another appropriate location of
Your choice, provided no further, You will have to pay for
any work required;
d. Failure to carry a serviceable spare
Any additional charges resulting from Your failure to carry a
legal and serviceable spare wheel or tyre, except where this
is not provided as manufacturers standard equipment. The
AA will endeavour to arrange on Your behalf, but will not pay
for, assistance from a third party;
e. Vehicle storage
Having Your Vehicle stored or guarded in Your absence;
f. Vehicles on private property
The provision of service when Your Vehicle is on private
property e.g. garage premises, unless You can establish that
You have the permission of the owner or occupier;
g. Excess passenger loads
The provision of service to or for any persons in excess
of the number of seats fitted in the Vehicle at the time
of Breakdown, or to anyone who was not travelling in the
relevant Vehicle at the time of the Breakdown. If there are
more people than the maximum allowed, the AA will seek to
arrange, but will not pay for, their onward transportation;
h. Ferry, toll charges etc
Any ferry, toll or congestion charges incurred in connection
with Your Vehicle as a result of it being recovered;
i. Recovering vehicles from trade or auction
The recovery of any Vehicles bearing trade plates or which
the AA has reason to believe have just been imported or
purchased at auction;
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j. Transporting from trade premises
The transportation of immobilised Vehicles where
the AA considers this to be part of a commercial
activity, for example, to, from or for motor dealers
or delivery companies;
k. Locksmiths, tyre, glass or bodywork specialists costs
The cost (including any call out charge) of any locksmith, glass
or tyre specialist, should the AA consider this to be required.
The AA will endeavour to arrange this help on Your behalf,
however it will not pay for these specialist services and any
contract for services provided will be between You and the
relevant specialist. If, in the AA’s reasonable opinion, Your
Vehicle requires recovery to such a specialist to be mobilised
and, to effect that recovery, specialist lifting equipment not
normally carried by AA patrols is required, the AA will arrange
the recovery but at Your cost. If use of a locksmith or other
specialist would, in the AA’s opinion, mobilise the Vehicle, no
further service will be available for the Breakdown in question;
l. Specialist lifting equipment
The cost of any specialist lifting equipment (not normally
carried by AA Patrols), if this is, in the view of the AA, required
to provide assistance e.g. when a Vehicle has left the highway,
is standing on soft ground or is stuck in snow or floodwater. In
these instances, the AA will arrange recovery but at Your cost.
Once the Vehicle has been recovered to a suitable location,
normal AA service will be provided in keeping with Your Halifax
Ultimate Reward Current Account cover;
m. Transporting animals
The transportation or arrangement of the transportation of
any animal (guide dogs or hearing dogs will be transported
together with their owner, unless this is not possible for health
and/or safety reasons). The AA will not recover horses or
livestock. If the AA does, at its absolute discretion, agree to
transport an animal, then this will be at Your own risk. It is Your
responsibility to secure any animal being transported or to
make alternative arrangements for its transportation;
n. Participation in sporting events
Assistance for Vehicles broken down as a result of taking part
in any “Motor Sport Event”, including, without limitation,
racing, rallying, trials or time-trials or auto test. However, for
the avoidance of doubt, the AA does not consider “Concours
d’elegance” events, track test days for road-legal Vehicles
or rallies held exclusively on open public highways where
participants are required to comply with the normal rules of
the road, to be Motor Sports Events.
2. AA Breakdown Cover does not provide for any Vehicle
recovery following an accident. The AA may, if You request,
be prepared to provide recovery following an accident but, if
so, You will be responsible for paying the AA’s charges for this
assistance (including, but not limited to, any charges relating to
any specialist equipment used). If following an accident, You
require one of the Stay Mobile services (and You have Stay
Mobile), the AA may, again, be prepared to arrange this for You
but will not be responsible for any costs involved. You must
pay, on request, any applicable charges. You must give the AA,
on request, any relevant information it reasonably requests
in regard to all matters referred to in this clause. Please note
that, following an accident, or otherwise, it is and remains Your
responsibility to ensure that You properly comply with any
requirements of Your motor insurer in making a claim under
Your motor insurance policy.
General rights to refuse service
Please note: if a Customer is refused service by the AA the
Customer has the right to an explanation in writing (see
“Compliments and complaints” page 77 for Customer Care
contact details).
3. The AA reserves the right to refuse to provide or arrange
Breakdown assistance under the following circumstances:
a. Repeat Breakdowns within 28 days
Where service is requested to deal with the same or similar
cause of Breakdown to that which the AA attended within
the preceding 28 days. It is Your responsibility to make sure
that emergency repairs carried out by the AA are, where
appropriate, followed as soon as possible by a permanent
repair. Nothing in this provision shall affect any rights You
may have in relation to any negligence or breach of contract
or breach of any other legal duty on the part of the AA or its
agents;
b. Unattended vehicles
You are not with Your Vehicle at the time of the Breakdown
and You are unable to be present at the time assistance arrives;
c. Unsafe or unroadworthy vehicles
Where in the AA’s reasonable opinion, Your Vehicle was,
immediately before the relevant Breakdown or accident,
dangerous, overladen, unroadworthy or otherwise unlawful to
use on a public road;
d. Assisting where unsafe or unlawful activities
Where in the AA’s reasonable opinion and other than solely as
a result of a failure on the part of the AA, the giving of service
would involve a breach of the law (including, without in any
way restricting the type of breach being referred to under this
sub-clause, a breach of the AA’s health and safety duties);
e. Delay in reporting
In the AA’s reasonable opinion, there has been an unreasonable
delay in reporting the Breakdown;
f. Cannot verify cover
Where You cannot produce a valid Ultimate Reward Current
Account debit card (or appropriate receipt) and some other
form of identification. If these cannot be produced, and
the AA is unable to verify that the appropriate Breakdown
cover entitlement is held, the AA reserves the right to refuse
service. However, if You are unable to prove entitlement to
service or You are aware that You do not hold entitlement
to an AA service, the AA may, at its discretion, offer service
on the immediate payment (by credit, debit or switch card)
of the usual premium for the relevant cover required, plus a
supplementary premium for joining while already requiring
assistance. The premium paid will be fully refunded if it can
be established to the AA’s reasonable satisfaction that the
relevant level of service entitlement was held at the time of the
Breakdown.
Without prejudice to Your statutory rights, no refunds will be given
if entitlement to cover cannot be proved, or simply because Your
Vehicle cannot be fixed at the roadside;
g. Unreasonable behaviour
Where the AA reasonably considers that You:
I. or anyone accompanying You, is behaving or has behaved in
a threatening or abusive manner to AA employees, Patrols
or agents, or to any third party contractor; or
II. have falsely represented that You are entitled to services
that You are not entitled to; or
III. have assisted another person in accessing AA services to which
they are not entitled; or
IV. owe the AA money with respect to any services, spare parts or
other matters provided by the AA or by a third party on the
AA’s instruction.

Additional services
4. Any additional services made available by the AA which are
not described in these Terms & Conditions are provided on a
purely discretionary basis and may be withdrawn at any time.
Use of agents
5. Service from dedicated AA Patrols is subject to availability
and may be supplemented by use of appropriate agents. The
AA will only accept responsibility for the actions of an agent
where the agent is acting on the AA’s instruction.
Requests for assistance
6. All requests for assistance must be made to the AA using the
contact instructions provided by Halifax from time to time.
If You contact a garage direct, You will have to settle its bill
and the AA will be under no obligation to reimburse You.
Emergency nature of breakdown service
7. AA Patrols are trained and equipped to carry out emergency
roadside repairs and are not in a position to comment on
the general safety or roadworthiness of a Vehicle after a
Breakdown or an emergency repair. In addition, completion
of an emergency repair cannot be taken to signify or in
any way guarantee the general roadworthiness of the
Vehicle concerned.
Cancellation of Cover
8. The Customer has the right to cancel their AA Breakdown
Cover but please note that as this cover has been provided
as an integral part of their Halifax Ultimate Reward Current
Account no refund is available. Cancellation/closure of Your
Halifax Ultimate Reward Current Account will mean that
Your rights to service from the AA will cease immediately.
The AA shall have the right to cancel any cover if:
9. a) the AA has been entitled to refuse service under clause
3g, page 74;
b) the maximum number of call outs, as set out in the AA’s
Service Control policy on page 76, has been reached or
exceeded in any two consecutive subscription years.
10. In the event that the AA is no longer Halifax’s chosen
Breakdown assistance cover provider or Breakdown
assistance cover is no longer provided with Your Halifax
Ultimate Reward Current Account, Your Breakdown cover
with The Automobile Association Limited [and, where
applicable, Acromas Insurance Company Limited] will expire
in accordance with the Terms & Conditions of Your Halifax
Ultimate Reward Current Account and we shall have no
further obligation to provide You with Breakdown assistance
services.
Changes to Terms and Conditions
11. Halifax and/or the AA is entitled to change any of Terms
and Conditions of cover during the subscription year, on the
giving of reasonable notice, where it reasonably considers
this necessary in order to comply with any applicable laws,
regulations or the advice or instruction of any regulatory
authority.
Matters outside the AA’s reasonable control
12. While the AA seeks to meet the service needs of Customers
at all times, its resources are finite and this may not always be
possible. The AA shall not be liable for service failures where
the AA is faced with circumstances outside its reasonable
control. Events which might constitute circumstances outside
the AA’s reasonable control include (but are not limited to)
Acts of God, outbreak of hostilities, riot, civil disturbance,
acts of terrorism, acts of government or authority (including
the refusal or revocation of any licence or consent), fire,
subsidence, explosion, flood, snow, fog or other bad
weather conditions, vehicle, equipment or systems failures,
shortages of fuel or other necessary supplies, failure of
telecommunications lines or systems, default of suppliers or
sub-contractors, theft, malicious damage, strike, lock out or
industrial action of any kind.
Exclusion of liability for loss of profit etc
13. The AA shall not, in any event, and to the extent permitted
by law, have any responsibility for (a) any increased costs or
expenses; or,
(b) any loss of:
(i) profit; or
(ii) business; or
(iii) contracts; or
(iv) revenue; or
(v) anticipated savings; or
(c) for any special or indirect losses incurred as a result of
or in connection with any service, whether resulting
from tort (including negligence or breach of statutory
duty), from breach of contract or otherwise. For the
avoidance of doubt, nothing in this clause or these Terms
& Conditions shall exclude or restrict the AA’s liability for
negligence resulting in death or personal injury.
Enforcement of Terms and Conditions
14. Failure to enforce or non-reliance on any of these Terms
& Conditions by the AA will not prevent the AA from
subsequently relying on or enforcing them.
15. None of the Terms & Conditions, or benefits, of the AA
Breakdown Cover agreement with the AA are enforceable
by anyone else other than the Customer. For the avoidance
of doubt, and without limiting the above, any rights under
The Contract (Rights of Third Parties) Act 1999, or any
replacement or amendment of such act, are excluded.
16. You will not become members of the AA by virtue of only
being entitled to any benefits. The AA and the bank may
from time to time agree that specified customers may be
entitled to certain offers available to AA Members.
Use of headings
17. The headings used in this Policy are for convenience only and
shall not affect the interpretation of its contents.
Interpretation: use of English law & language
18. Your AA Breakdown Cover and these Terms & Conditions
are governed and should be interpreted by the laws of
England and Wales. The EEA State for the purpose of cover
is the United Kingdom. The Terms & Conditions of cover are
written in English and all correspondence entered into shall
be in English.
Service Control – Call-Out Limits
Important: Please read the following carefully
Outlined below are the call-out limits that apply to AA
Breakdown Cover within each subscription year. Service Control
is designed to keep cover affordable by making sure that high
use by a minority of Customers is avoided. This policy applies to
all persons requesting AA Breakdown Assistance under a Halifax
Ultimate Reward Current Account:
Further Premiums during 12 Month Reference Period
The AA has limits on the number of call-outs that can be made
in any 12 month period starting from the date You open Your
Halifax Ultimate Reward Current Account and, thereafter,
from each subsequent anniversary of that date (the “12-month
reference period”). If the relevant call-out limits are reached,
the AA will be entitled to charge an additional premium upon
each subsequent call-out to continue Your AA Breakdown
Cover. The AA will also be entitled to restrict the level of
breakdown service(s) available to You during the remainder of
that subscription year. Further the AA will have the right to refuse
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service once You have exceeded the relevant call-out limit in two
consecutive 12 month periods (see section 9b of the General Terms
and Conditions).
Service Limit for Ultimate Reward Current Account Customers in
first year of cover:
• Single cover – maximum of 5 call-outs
• Joint cover – maximum of 7 call-outs
Service Limit for Ultimate Reward Current Account Customers
from second year of cover onwards:
• Single cover – maximum of 7 call-outs
• Joint cover – maximum of 9 call-outs
• Any call-outs made by either party to a Joint account will be
counted when calculating whether the service limit has been
reached on any Ultimate Reward Current Account.
• If cover is upgraded with the AA this will not increase in the
number of callouts permitted with regard to the relevant
account. For more information please call 0800 975 2985.
AA Accident Management Service
Underwritten by Acromas Insurance Company Limited
What is included
• Accident Management Service is a 24 hour helpline for You
to call in the event of a motor road traffic accident, or act of
vandalism, however minor provided You’re claiming on Your
fully comprehensive motor insurance policy. If Your road traffic
accident happens during normal office hours (Monday-Friday
8am to 6pm) a Personal Incident Manager is available to help
You through Your motor insurance claim process.
This includes:
• arranging for Your Vehicle, provided it is less than 5 years old, to
be repaired by an AA Accident Management approved repairer
• facilitating the provision of a replacement vehicle
• providing assistance with any associated correspondence. If
Your motor road traffic accident happens outside of normal
office hours, the AA can arrange recovery of Your Vehicle to a
safe location until it can be delivered to a repairer. Where the
damage to Your Vehicle is restricted to windscreen damage,
Accident Management can provide You with the telephone
number of a windscreen supplier. Accident Management Service
applies to motor road traffic accidents which occur in the UK
only.
What is not included
• Assistance in relation to motor road traffic accidents which
occur outside the UK.
• The cost of any recovery either in or out of normal
office hours following a road traffic accident (any recovery will
be at Your expense although the cost of this may be recovered
under the terms of Your motor insurance policy).
• Any costs associated with the repair of Your Vehicle, which are
subject to the terms and conditions of Your motor insurance
policy.
• The provision of any courtesy car unless agreed to by an
approved repairer, at their sole discretion. If a courtesy car is
provided, the driver will be responsible for meeting the cost of
insuring it.
• Any assistance where the Vehicle has suffered only mechanical
Breakdown, component failure or
vandalism damage.
• Any assistance in relation to personal injuries resulting
from a motor road traffic accident. In particular, Accident
Management will not pay for, or arrange,
any hospital treatment.
Please note:
To qualify for Accident Management Service You will need to:
• agree to have Your Vehicle repaired within the AA Accident
Management approved repairer network
• tell us Your Halifax Ultimate Reward Current Account number
and sort code so that the AA can identify You
• contact us to obtain all necessary authorisations before any
work is started
• make a claim through Your insurers – if You are claiming
directly from a third party the AA cannot provide assistance.
AA Accident Management Service – General Terms and
Conditions
1. The Accident Management Service’s Personal Incident
Managers only operate during normal working hours (Monday
to Friday 8am to 6pm), although, messages can be left at any
time. If You have a motor road traffic accident out of working
hours and Your Vehicle is mobile, You should call the Accident
Management helpline and leave Your contact details on the
voicemail. A Personal Incident Manager will then contact You
during normal working hours. If You have a motor road traffic
accident out of office hours and Your Vehicle is immobile, You
should contact the Accident Management helpline and the AA
can arrange to have Your Vehicle recovered to a place of safety
overnight. The Accident Management helpline will also arrange
for a Personal Incident Manager to contact You during normal
working hours.
2. The use by You of any of the other AA services (for example
Roadside Assistance, Home Start, Relay) is subject to the
relevant terms and conditions.
3. The AA reserves the right to withhold or withdraw the Accident
Management Service at any time if any repairs are begun before
the work is authorised through the Accident Management
Service.
4. The Accident Management Service is not available for use
by, or for, any third parties involved in a road traffic accident
(regardless of fault) with You.
5. Whilst the Accident Management Service can make all the
necessary arrangements for the repair of Your Vehicle damaged
as a result of a road traffic accident, the AA and Halifax give no
guarantee or warranty as to the standard or quality of any such
repair work performed or any replacement components fitted
to Your Vehicle. The contract for repair will be between You
(or, if appropriate, your insurer) and the relevant repairer. Under
no circumstances will the AA or Halifax be held responsible
for replacement components fitted by a vehicle repairer as a
result of, or in connection with, the provision of the Accident
Management Service.
6. It is Your responsibility (or, if appropriate, Your insurer’s
responsibility) to pay for the recovery costs and the cost of
all Vehicle repairs (both labour and parts) performed on Your
Vehicle following a motor road traffic accident. Neither the AA
nor Halifax will be responsible for any failure to pay the repairer
for any work undertaken.
7. You (or, if appropriate, Your insurer) will be charged the current
market price for any additional services You require (for example
technical inspections, damage reports or Vehicle delivery)
which are arranged in connection with repairs which have been
organised through the Accident Management Service.
8. Sections 1n, 3, 4, 5, 6, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17 and 18 of
General Terms & Conditions – AA Breakdown Cover shall
apply to this cover and any reference therein to Breakdown
or breakdown assistance or service shall be taken, as
appropriate, to refer to accident or act of vandalism
and/or to Accident Management.

Compliments and Complaints
If You wish to register a compliment or complaint about the
services You receive from AAIS, please contact:
By phone: 0844 209 0556
fax: 0161 488 7544
Textphone: 0845 850 1207
In writing: Customer Care (Halifax), AA, Lambert House,
Stockport Road, Cheadle, Cheshire SK8 2DY.
By e-mail: customersupport@theAA.com
It is the AA’s policy to acknowledge any complaint within five
working days. The AA will advise You of who is dealing with
Your concerns and, where possible, provide a response. If, in
regard to a complaint about Accident Management, You are still
not satisfied after You have received a full response, or after 8
weeks have passed, You can contact the Financial Ombudsman
at Insurance Division Financial Ombudsman Service, South Quay
Plaza, 183 Marsh Wall, London E14 9SR. Telephone: 08000 23 45 67
or 0300 123 9 123 visit www.financial-ombudsman.org.uk or
email: complaint.info@financial-ombudsman.org.uk
Financial Services Compensation Scheme (FSCS)
Acromas Insurance Company Limited (AICL), only, is covered by
the Financial Services Compensation Scheme (FSCS). You may be
entitled to compensation from the scheme if AICL cannot meet
its obligations. This depends on the type of business and the
circumstances of the claim. Insurance arranging is covered for
90% of the claim, without any upper limit. Further information
about compensation scheme arrangements is available from the
FSCS at www.fscs.org.uk or telephone 0800 678 1100 or
020 7741 4100.
AA Company Details
The Automobile Association Limited is incorporated with limited
liability in Jersey number 73356. Registered Office: 22 Grenville
Street, St Helier, Jersey JE4 8PX, Channel Islands. It is an insurer
of breakdown assistance services cover that is exempt from
authorisation under the Financial Services and Markets Act
2000. Head Office (Registered Branch Office): Fanum House,
Basingstoke, Hampshire, RG21 4EA. Branch registered in England
and Wales number BR004875.
Acromas Insurance Company Limited is authorised and
regulated by the Commissioner of Insurance, Financial Services
Commission, Gibraltar, and regulated by the Financial Services
Authority, United Kingdom. Acromas Insurance Company Limited
is a member of the Association of British Insurers. Acromas
Insurance Company Limited is incorporated with limited liability
in Gibraltar with company number 88716. Registered office: 57-63
Line Wall Road, Gibraltar. UK branch address: Acromas Insurance
Company Limited, Enbrook Park, Folkestone, Kent CT20 3SE.
Automobile Association Insurance Services Limited is authorised
and regulated by the Financial Services Authority (FSA).
Registered Office: Fanum House, Basingstoke, Hampshire RG21
4EA. Registered in England and Wales number 2414212.
Key information
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Mobile phone insurance
The Insurance Contract
About Your Policy wording
These are the terms and conditions of Your Mobile Phone
insurance Policy, underwritten by the Insurer, London General
Insurance Company Limited, and administered by STAMS Ltd, who
is an appointed representative of Lifestyle Service Group Limited
(We/Us/Our).
Your Policy is renewed on a monthly basis and will end if (i) Your
Ultimate Reward Current account is closed; (ii) You fail to pay
the monthly fee for Your Account, (iii) Your Account is changed
to another type of account with Your Account provider, (iv)
Your Account comes under the management of Your Account
provider’s collections and recoveries department or (v) Your
residential address is no longer in the UK. You have the right to
cancel Your Policy by giving Us notice that You wish to cancel. We
may cancel Your Policy or change Your Policy wording by giving
You 30 day’s notice in writing. If Your Policy ends for any reason,
You will not be entitled to a refund of any fees/and or premium
paid for the cover provided under Your Policy.
Your Policy is based on the information You gave Us when You
opened Your Ultimate Reward Current Account. Your mobile
phone is automatically covered, however to help Us administer
Your policy more effectively, you can provide Us with Your mobile
phone details. For example, it can help Us process a claim more
quickly if you have already registered Your mobile phone details.
A Confirmation will be sent to You after You have completed the
registration process.
Any Confirmation sent to You and this policy wording should be
read as one document. They detail what is covered and what is not
covered, how claims are settled and other important information.
Where We give a special meaning to a word, it is shown in bold type
and the word will have the same meaning wherever it may appear.
You must keep to all the conditions detailed in Your Policy. We
may appoint third parties to carry out certain services in relation
to Your Policy.
You can request another copy of this document. The document is
available in large print, audio and Braille. If You would like a copy in
any of these formats please call Ultimate Reward Customer Services
on 08451 24 14 00.
It is agreed that Your Policy is governed by English law. It is agreed
that any dispute will be settled in the English courts.
The contract is written in English and all communication by Us with
You will be in English.
Words with Special Meanings
Account
An Ultimate Reward Current Account.
Confirmation
The confirmation sent to You after You have registered for
Mobile Phone insurance.
Electrical Or Mechanical Breakdown
The actual breaking or burning out of any part of Your Mobile
Phone caused by, or arising from, internal electronic, electrical,
or mechanical defects, or defective or faulty materials, or
workmanship, causing stoppage of normal operation and
necessitating immediate repair or replacement before normal
operation can be resumed.
Excess
The first part of each successful claim which you have to pay. The
amount will very dependant on the mobile phone you claim for.
If you have an Apple iPhone the excess is £100 and for all other
handsets it is £30.
IMEI Number (International Mobile Equipment Identity)
The unique serial or identification number that We will use to
identify Your Mobile Phone.
Incident
An event that may lead to a claim being made for repair or
replacement of the Mobile Phone.
Insurer
London General Insurance Company Limited whose contact details
can be found on page 82 of this guide.
Mobile Phone
Your handset /Phone and SIM Card specifically identified by the
IMEI Number. The phone must belong to an Account holder.
Policy
Your mobile phone insurance policy which consists of this policy
wording as amended from time to time and any Confirmation sent
to You.
Proof Of Purchase
The till receipt provided at the point of sale that details
the Phone purchased, or similar documentation that
provides proof (including IMEI Number) that You own
the Mobile Phone.
SIM Card (Subscriber Identity Module Card)
The card carrying Your subscriber identity, the use of which, in
conjunction with the Phone, enables services to be charged to Your
Mobile Phone Account.
UK
The United Kingdom, Channel Islands and Isle of Man.
Unauthorised Calls
Unauthorised Calls, messages and downloads made from Your
Mobile Phone after being lost or stolen and whilst not barred by
the airtime provider which are reported to Us within 48 hours of
You discovering the Incident.
We/Us/Our
STAMS Ltd, the Policy administrator, who is an appointed
representative of Lifestyle Services Group Limited, and whose
contact details can be found on page 82 of this guide.
Where the wording refers to claims, this will be handled by Lifestyle
Services Group Limited (LSG).

You/Your
The insured person(s) who is an Account holder.
The Insurer
Your Policy is underwritten by London General Insurance
Company Limited who is authorised and regulated by the
Financial Services Authority (FSA) as an insurance company and
to undertake insurance mediation activity under registration
number 202689. You can check this by visiting the FSA’s website
www.fsa.gov.uk/register/ or by contacting the FSA on
0845 606 1234. London General Insurance Company Limited is
registered in England number 1865673. Registered Office: Integra
House, Floor 2, Vicarage Road, Egham, Surrey, TW20 9JZ, United
Kingdom. The main business of the Insurer is effecting and
carrying out insurance contracts.
Our part of the contract is as follows:
The Insurer provides the cover set out in Your Policy.
Your part of the contract is as follows.
1. Your Mobile Phone is automatically covered under this
benefit, however to help Us administer Your Policy more
effectively, You can provide Us with Your Mobile Phone
details. For example, it can help Us to process a claim more
quickly if You have already registered Your Mobile
Phone details.
Please note that Mobile Phones are only automatically
covered if they meet the requirements of the cover.
2. You can register the following details about Your Mobile
Phone with Ultimate Reward Customer Services on
08451 24 14 00:
(a) The make and model of Your Mobile Phone
(b) Your mobile phone number
(c) Your mobile phone service provider
(d) Your Mobile Phone’s IMEI Number (this can be
identified by keying in *#06# on Your keypad). The details
You provide will be contained in the Confirmation
which is sent to You after registration.
3. Only use Your Mobile Phone in accordance with the
manufacturer’s instructions.
4. Take reasonable care to prevent theft of, loss of, or damage
to, Your Mobile Phone. Reasonable care means all measures
that it would be reasonable to expect You to take in the
circumstances to prevent or mitigate damage, theft or loss
of Your Mobile Phone.
5. Advise Us if any of Your personal details change. You change
the mobile phone You wish to be registered or Your Mobile
Phone number changes.
6. Inform Us within 48 hours of You discovering that an
Incident has occurred, or in the event of an Incident
occurring outside of the UK then within 48 hours of Your
returning to the UK.
Fraud
The personal details You supply to Us during the application and
registration process will be used to combat fraud.
These details will be retained for up to two years after Your
Policy expires.
The contract between You, Us and The Insurer is based on
mutual trust. If You (or anyone acting for You):
• Make a claim under the Policy knowing the statement to
be false in any respect, or submit a document in support of
a claim knowing the document to be forged or false in any
respect; or
• Make a claim in respect of any loss, theft, or damage caused
by Your wilful act, or with the intent to defraud the Insurer.
Then:
• The Insurer shall not honour the claim
• The Insurer shall not honour any other claim which has been
made under any Policy held by You;
• We shall cancel Your Policy immediately
• We will be entitled to recover from You the cost of any
claim already paid under this Policy
• We will be entitled to recover from You the cost of any
investigation into a fraudulent claim under this Policy
and
• We may inform the Police and/or any other law enforcement
agency about the circumstances of such a claim.
How to make a claim
1. You must contact Ultimate Reward Customer Services on
08451 24 14 00 within 48 hours of discovering an Incident
occurring or in the event of an Incident occurring outside of
the UK then within 48 hours of returning to the UK. Please
be ready to provide Your sort code, account number and
mobile phone number. We will then provide You with a
claim form.
If Your Mobile Phone is lost or stolen, You must also follow
these simple steps within 24 hours of discovering an Incident
occurring:
1. Call Your airtime provider to bar Your SIM card to prevent
any further Unauthorised Calls being made; and
2. Inform the appropriate local Police authority and obtain
a crime/loss number (as appropriate) and a copy of the
Police report.
Airtime providers’ numbers at the date of publication of this
policy wording:
3 08707 33 03 30
O2 08705 21 40 00
Orange 07973 10 01 50
T-Mobile 08454 12 50 00
Virgin Mobile 08456 00 07 89
Vodafone 07836 19 11 91
Conditions upon making a claim
1. You must return the fully completed claim form to Us within
14 days of receipt of the claim form. If applicable, You must
include the Crime/Loss Property Reference (as appropriate)
and a copy of the Police Report.
2. You must provide Proof Of Purchase for Your Mobile Phone.
3. In order to claim for Unauthorised Calls incurred on an
airtime contract You must provide the Mobile Phone bill(s)
which covers the period of the Unauthorised Calls, and the
bill(s) for the month prior to the Unauthorised Calls.
4. In order to claim for Unauthorised Calls or loss of call credit
on a pay-as-you-go mobile phone You must provide proof
of Your outstanding call credit from Your airtime provider,
or proof of Your last three top-ups to Your Mobile Phone.
In respect of a claim for loss of call credit on a pay-as-yougo
mobile phone that cannot be transferred to Your new
pay-as-you-go phone, You must provide a letter from Your
airtime provider to confirm they will not transfer the credit.
5. You must return Your damaged Mobile Phone to Us for
inspection before Your claim is assessed. You must send
Your Mobile Phone by secure means, as described in the
claim documentation. The Mobile Phone remains Your
responsibility until We have received it.
Key information
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6. You will not be covered under this Policy if Your Mobile
Phone is repaired without Our authorisation.
7. You must pay the Excess. The Excess varies depending on the
Mobile Phone You claim for. If You have an Apple iPhone the
Excess is £100 and for all other handsets it is £30.
What will happen when Your claim is approved
1. In the event Your Mobile Phone is to be replaced, a new or
refurbished replacement mobile phone will be provided by Us.
If the same model is not available, the replacement will be of a
similar specification and quality. We will contact You to advise
You which replacement mobile phones are available. It may not
be possible to connect You to the same mobile phone number.
2. We will decide whether Your Mobile Phone is repaired or
replaced.
3. We may effect repairs using readily available parts, or provide
refurbished products which may contain parts, which are of
similar or equivalent specification, and which may include
unbranded parts. This Policy is provided in addition to any
manufacturer’s warranty that applies to Your Mobile Phone
(“applicable manufacturer’s warranty”). Nothing in this
Policy is intended to affect Your rights under the applicable
manufacturer’s warranty or Your statutory rights. If any repairs
authorised by Us under this Policy invalidate the applicable
manufacturer’s warranty, We will repair or replace Your Mobile
Phone, as necessary, in accordance with the terms of the
applicable manufacturer’s warranty for the unexpired period of
the applicable manufacturer’s warranty.
4. If Your SIM Card has been lost, stolen or damaged You
will need to contact Your airtime provider to request a
replacement. If You are charged for the replacement SIM
Card We will reimburse You. You will be required to provide a
receipt for the cost of the SIM Card.
5. If Your Mobile Phone is lost or stolen We will reimburse You
by cheque for the cost of Unauthorised Calls to a maximum
of £500, including VAT for a pre-pay (pay-as-you-go) phone per
claim and to a maximum of £1500, including VAT, on post-pay
(contract) phone, per claim.
6. If You need to claim as a result of an Incident outside the UK
Your Mobile Phone will be repaired or replaced when You
return to the UK.
7. If any lost or stolen equipment is recovered after the claim is
approved, it shall become Our property and must be returned
to Us immediately.
8. A damaged Mobile Phone and any of its component parts and
materials which are replaced by Us shall become the Insurers.
9. The details of a Mobile Phone that is reported lost or stolen
will be submitted to the IMEI Database to prevent further use.
10. Once You have Your replacement Mobile Phone You can
register the IMEI number with Ultimate Reward Customer
Services however Your replacement Mobile Phone is
automatically covered under Your Policy.
What is covered:
1. A Mobile Phone up to a maximum original cost or value of
£2,000 including VAT. The Insurer’s maximum liability in respect
of any one claim will be the replacement cost of Your Mobile
Phone up to a maximum of £2,000 including VAT.
2. The cost of replacing Your Mobile Phone as a direct result of
loss, or theft, wherever You are in the world. A replacement
Mobile Phone will be delivered to a UK address only.
3. The cost of repairing Your Mobile Phone (or replacing it if Your
Mobile Phone cannot be repaired) where accidental damage,
water or liquid damage, or malicious damage has occurred.
4. The cost of repairing Your Mobile Phone (or replacing it if Your
Mobile Phone cannot be repaired) following Electrical Or
Mechanical Breakdown.
5. The cost of Unauthorised Calls made, up to a maximum of
£1500 per claim, including VAT, following a valid claim for loss or
theft of Your mobile phone. This cover only applies to postpay
(contract) mobile phones.
6. The cost of reinstating pre-paid airtime, up to a maximum of
£500 per claim, including VAT, following a valid claim for loss or
theft of Your Mobile Phone. This cover only applies to pre-pay
(pay-as-you-go) mobile phones.
7. Accessories for Your Mobile Phone, up to a maximum of £250
per claim including VAT following a valid claim for loss, theft
or damage and where such accessories are attached to Your
Mobile Phone at the time of the Incident occurring.
8. If You have a sole Account Your Policy will provide cover
for one Mobile Phone and the Insurers will only pay for two
claims under this Policy in any consecutive 12 month period
(such 12 month period commencing from the date of You
notifying Your first successful claim under this Policy).
9. If You have a joint Account Your Policy will provide cover for
up to two Mobile Phones and the Insurers will only pay for
up to two claims per Account in any 12 month period (such 12
month period commencing from the date of Your notifying
Your first successful claim under this Policy).
What is not covered:
In respect of loss, theft and damage
Cover is not provided for:
1. Theft from an unattended vehicle unless Your Mobile
Phone is completely hidden from view within a locked glove
compartment, locked boot compartment or other locked
internal compartment within a fully locked and secured vehicle
and violent and forcible entry to both the vehicle and locked
internal compartment has been used. A copy of the repairer’s
Account for such damage to the vehicle must be submitted
with any claim.
2. Theft of Your Mobile Phone from the person unless force,
pickpocket or threat of violence is used.
3. Theft or loss of Your Mobile Phone from any unattended
building or premises unless damage was caused in gaining entry
to or exit from the premises.
4. Theft or loss of Your Mobile Phone where it has been left
unattended (not within Your sight at all times and out of Your
arms-length reach) in a public place or a place to which the
public has regular access.
5. Any claim for theft of Your phone unless reported to the
appropriate local Police authority and Your airtime provider
within 24 hours of discovery of the Incident occurring. A crime
reference number must be obtained for all theft claims.
6. Theft of, loss of, or damage to Your Mobile Phone whilst in the
possession of someone else, other than account holders.
7. The cost of Unauthorised Calls whilst Your Mobile Phone was
not in Your custody. Where the theft or loss of the Phone has
not been reported to the airtime provider and the appropriate
local Police authority within 24 hours of You discovering the
Incident has occurred and Us within 48 hours of discovering
the Incident.

8. The cost of Unauthorised Calls if Your Mobile Phone
has not been lost or stolen and a crime/loss reference (as
appropriate) has not been obtained from the Police.
9. Theft of, loss of, or damage to, accessories when such theft,
loss or damage does not occur at the same time or under
the same circumstances as the theft, loss or damage of or to
Your Mobile Phone.
In respect of Electrical Or Mechanical Breakdown
Cover is not provided for:
1. Loss or damage caused by, or during, maintenance or
modification of Your Mobile Phone.
2. Any breakdown or failure caused by placing or using
Your Mobile Phone in a location or environment not in
accordance with the manufacturer’s instructions.
3. Any breakdown which occurs during the manufacturer’s
warranty period.
4. Any breakdown or damage caused by or attributed to
the operation of a software virus or any other software
related malfunction.
General Exclusions applying to Your Policy:
Cover is not provided for:
1. Where the IMEI number cannot be determined from Your
Mobile Phone, or Proof Of Purchase cannot be provided to
prove ownership of Your Mobile Phone.
2. Loss or damage due to wear and tear, depreciation or
gradual deterioration.
3. Loss or damage due to any process of cleaning, adjustment,
repair, maintenance or dismantling carried out by a repairer
not approved by the manufacturer.
4. Electrical Or Mechanical Breakdown caused by the
installation, removal or subsequent relocation of Your
Mobile Phone in or from a vehicle.
5. Any other loss (business or personal) not covered specifically
by Your Policy resulting from the loss of use of Your
Mobile Phone.
6. The cost of cosmetic repairs to Your Mobile Phone.
7. Any other costs that are caused by an Incident or any
expense incurred as a result of not being able to use
Your Mobile Phone or any loss other than the repair or
replacement cost of Your Mobile Phone, Unauthorised
Calls or prepaid airtime/call claims unless specifically stated
in Your Policy or expressly agreed by Us.
8. Any expense incurred to transfer or retain Your mobile
phone number.
9. Loss, theft, damage or breakdown caused by war, terrorism,
invasion, act of foreign enemy, hostilities (whether war
be declared or not), civil war, rebellion, or insurrection by
military or usurped power.
10. Loss, theft, damage, or breakdown arising out of any wilful
act or negligence of the user of Your Mobile Phone.
11. Any claim arising from, or in connection with, the
repossession of Your Mobile Phone by any bank, finance,
leasing or similar company, or person acting with such
authority and/or the confiscation or impounding of the
phone by any Police, Customs or Government authority.
12. An Account holder who is not permanently resident in the UK.
13. Losses that the Insurer does not state are specifically
covered e.g. the cost of obtaining a Police report.
14. Loss or corruption of data, images, games, logos, wallpaper,
videos, or downloads, due to loss of, theft of, or damage
to Your Mobile Phone. We recommend that You keep a
backup copy of all data.
Complaints procedure
We will always be fair and reasonable when handling your policy
or claim. Should there ever be an occasion when you feel that
we have not provided you with a satisfactory level of service,
we would like You to inform us so that we can do our best to
solve the problem. We will do everything possible to ensure
that your query is dealt with promptly. The easiest way to
contact us is to call our Customer Relations team on
08451 24 14 00. Alternatively, you can write to us at the
following address, quoting your policy reference number
in all correspondence:
Customer Services, STAMS Ltd, PO Box 98, Blyth, NE24 9DL
Our staff will attempt to resolve your query immediately. If this
is not possible, we promise to acknowledge your query within 5
working days of receiving it. In the unlikely event that your query
has not been resolved within 4 weeks of Us receiving it, we will
write and let You know the reasons why, and what further action
we will take. Once we have resolved your query, we will confirm
our response in writing.
If You are not satisfied with our decision, please contact our
Customer Relations Manager on the above number.
If You have a complaint relating to the insurance policy wording
or the contract with the insurer, please contact the insurer at
their registered address.
If You remain dissatisfied, You can, within 6 months of our final
decision, refer your query for an independent assessment to:
The Financial Ombudsman Service, South Quay Plaza,
183 Marsh Wall, LONDON, E14 9SR.
The parties to these contracts are covered by the Financial
Ombudsman Service who, once contacted, will liaise with us
on your behalf. They will inform You directly of their decision.
Referral to the Financial Ombudsman Service will not prejudice
your right to take subsequent legal proceedings.
Further information can be obtained at their website:
www.financial-ombudsman.co.uk
You are entitled to contact the insurer if You wish. Following
this procedure will not affect your statutory rights.
The parties to these contracts are covered by the Financial
Services Compensation Scheme. In the unlikely event any of the
parties to this insurance are unable to meet their liabilities, You
may be entitled to compensation. The scheme covers 90% of the
entire claim, without any upper limit. Further information can be
obtained from their website: www.fscs.org.uk
Status disclosure
This cover has been arranged by STAMS Ltd (FRN 409098) on
behalf of the Bank of Scotland plc (FRN 169628) who is authorised
and regulated by the Financial Services Authority. This policy is
administered by STAMS Ltd (FRN 409098), who is an appointed
representative of Lifestyle Services Group Limited (LSG). LSG
(FRN 315245) handle claims on behalf of the insurer, who is
London General Insurance Company Limited (LGI) (FRN 202689).
LSG and LGI are authorised and regulated by the Financial
Services Authority (FSA), which can be checked on the FSA
website at www.fsa.gov.uk/register/ or by phoning
08456 06 12 34.
If you need to register a complaint, please contact the Customer
Services, STAMS Limited, PO Box 98, Blyth, NE24 9DL.
Key information
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82
If your complaint addressed to any of the above parties cannot be
settled, You may be entitled to refer it to the Financial Ombudsman
Service. We are covered by the Financial Services Compensation
Scheme. You may be entitled to compensation from the scheme if
the above parties cannot meet their obligations.
For the purposes of the Data Protection Act 1998, the Data
Controller in relation to the personal data you supply is LSG.
How we handle your personal information
We are committed to preserving the privacy of our customers.
Please read the following privacy policy to understand how we
will use and protect the information that You provide to us. By
opening Your Ultimate Reward Current account, You consent to
the collection and use of Your information under the terms of this
privacy policy.
The information You provide will be used by us to supply You with
the services for which You have agreed to and we may use the
information to contact You to obtain your views on our services,
to let You know about important changes to the services which we
offer and for statistical analysis.
The information You provide to us about You and the mobile
phone may be shared with Bank of Scotland Plc, and the insurer.
We may contact You by post, telephone, SMS text, fax, or email.
You will only be contacted by the methods You have asked to be
contacted by.
Your information will not be used or disclosed other than in
accordance with this privacy policy, or without your permission,
unless required by law.
If You would prefer us not to contact You to obtain Your views
and/or You change Your mind in the future and would like us to
stop contacting You for this purpose, please write to:
Customer Services
STAMS Limited
PO Box 98
Blyth
NE24 9DL
We may co-operate with the Police and any other relevant
authorities or organisations in connection with any misuse or
suspected misuse of the services provided by us or any member of
our group of companies. If necessary, we may divulge information
about You for this purpose. You have a right to ask for a copy of
the data held about You and You may ask us to make any necessary
changes to ensure that it is accurate and kept up to date. If You
wish to do this, please contact us on 08541 24 14 00. We are
entitled by law to charge You a fee of £10.00 to meet our costs in
providing You with details of the information we hold about You.
We employ security measures to protect your information from
access by unauthorised persons and against unlawful processing,
accidental loss, destruction and damage. We will retain Your
information for a reasonable period or as long as the law requires.
Any changes to our privacy policy will be notified to You in the
appropriate way. All comments, queries and requests relating to our
use of Your information are welcomed and should be addressed as
specified above.
Contact details
The policy arranger and administrator
STAMS Ltd
Registered Office: Osprey House, Ore Close, Lymedale Business
Park, NEWCASTLE UNDER LYME, Staffordshire
ST5 9QD. Registered in England number: 04783263.
The claims agent
Lifestyle Services Group Limited
Registered Office: Osprey House, Ore Close, Lymedale Business
Park, NEWCASTLE UNDER LYME, Staffordshire
ST5 9QD. Registered in England number: 5114385.
The Insurer
London General Insurance Company Limited
Registered office: Integra House, Floor 2, Vicarage Road, EGHAM,
Surrey TW20 9JZ. Registered in England,
Registered Number: 1865673

Home emergency cover
The insurance contract
About Your policy wording:
This service provides assistance if You or any member of Your
Family have a Home Emergency and You phone the Home
Emergency Helpline.
We will arrange to deal with the emergency by choosing a
qualified person to come to Your Home and carry out any
repairs that are necessary as a result of that Home Emergency.
We want You to get the most from this service and to do this
You must read this policy and make sure You are covered for
the sort of losses You think might happen and make sure You
understand the conditions and exclusions which apply to Your
policy. If You do not meet these conditions it may affect any
claim You make.
Your policy is renewed on a monthly basis and will end if (i) Your
Ultimate Reward Current Account is closed; (ii) You fail to pay
the monthly fee for Your account; (iii) Your account is changed
to another type of account with Your account provider; (iv)
Your account comes under the management of Your account
provider’s collections and recoveries department; or (v) Your
residential address is no longer in the UK. You have the right to
cancel Your policy by giving Us notice that You wish to cancel.
We may cancel Your policy or change Your policy wording by
giving you 30 days’ notice in writing. If Your policy ends for any
reason, You will not be entitled to a refund of any fees and/or
premium paid for the cover provided under Your policy.
Words with special meanings
Throughout Your policy wording, certain words are shown in
bold type. These words have special meanings which are listed
below.
Home
The private dwelling, its garages and outbuildings detailed in
the deeds of the property (which are solely used for domestic
purposes).
Home Emergency
A sudden event that was not expected by any of Your Family
and which needs immediate action to:
• make the Home safe or secure
• avoid damage or more damage to Your Home
• make Your Home fit to live in
• restore electricity, gas or water services to Your Home if
they have totally failed.
Insurance Period
The period commencing on the date You open an Ultimate
Reward Current Account and ending when Your Ultimate Reward
Current Account is closed or Your policy is cancelled, whichever
is earlier.
Unoccupied
When Your Home has not been lived in for more than 60 days
in a row.
Vermin
Brown or black rats, house or field mice, wasps’ and hornets’
nests when situated inside Your Home or pests that are
destructive in their natural behaviour.
We/Us/Our
Inter Partner Assistance S.A. or such other insurer as may be
appointed by Your Ultimate Reward Current Account provider.
You/Your
The holder(s) of an Ultimate Reward Current Account.
Your Family
You, Your spouse, Your civil partner (as defined in Section 1 of
the Civil Partnership Act 2004) or the person (whether or not
of the same sex) with whom You are permanently cohabiting
in a marriage-like relationship, children (including adopted and
foster children) and relatives or domestic staff who normally
live with You.
The insurer
This policy is underwritten by Inter Partner Assistance S.A. who
are a wholly owned subsidiary of AXA Assistance S.A. and part
of the worldwide AXA Group. Inter Partner Assistance S.A.
is authorised by the Commission Bancaire Financiere, et des
Assurances (CBFA) in Belgium and regulated by the Financial
Services Authority (FSA) in the UK. Inter Partner Assistance S.A.
is registered in Belgium number: 394025.
The UK branch is registered in England number: FC008998.
UK Registered Office: Inter Partner Assistance S.A.,
The Quadrangle, 106-118 Station Road, Redhill, Surrey, RH1 1PR.
Inter Partner Assistance S.A. is a member of the Association of
British Insurers (ABI) and Financial Ombudsman Service (FOS).
Making a claim
1. To obtain emergency assistance call the 24 hour Home
Emergency Helpline on 08451 24 14 00.
2. Ensure You have the following information to hand:
• Your name and postcode
• Your Ultimate Reward Current Account Number and
branch Sort Code
• an indication as to the nature of the problem.
How We settle claims
The most We will pay for any single event is up to £250 (including
VAT) towards the cost of the qualified person who We choose to
deal with the Home Emergency, in respect of the call out charge,
labour and any materials that are necessary, plus up to £100
towards alternative accommodation.
Covers The most we will pay
for any single event
Cost of the qualified person chosen
by us to deal with the emergency in
respect of the call out charge, labour
and any materials necessary.
Home Emergency overnight
accommodation.
£250
£100
Key information
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84
Policy limits
What IS covered
• A Home Emergency that You or any member of Your Family
tells Us about.
• If Your Home becomes uninhabitable and remains so overnight
We will reimburse Your accommodation and related transport
costs up to a maximum value of £100 provided that You obtain
Our express agreement in advance of such costs being incurred.
What IS NOT covered
• A fault any member of Your Family knew or should have known
about when You took out the policy.
• Systems or structures (for example, central heating) which have
not been installed or fitted by a qualified person.
• Any claim if Your Home is Unoccupied.
• Any claim if Your mains electricity, water or gas supply fails or
is deliberately cut off by any electricity, water or gas supply
company.
• Any claim for water supply pipes outside the walls of Your
private dwelling.
• Any deliberate act of any public or local authority service.
• Any deliberate act or omission by any member of Your Family,
in an attempt to make a false or fraudulent claim under this
section.
• Any claim which is covered by a maintenance agreement,
guarantee or extended warranty contract.
• Any claim because Your central heating boiler fails and it is over
15 years old.
• LPG Fuelled, oil fired, warm air, solar heating or boilers with an
output over 60Kw/hr.
• Septic tanks, guttering and down pipes.
• Breakdown or loss of, or damage to, domestic appliances like
freezers, washing machines, microwaves or other mechanical
equipment such as Saniflow toilets.
• Any loss where You did not contact Us to arrange repairs.
• Any loss or damage arising from subsidence caused by bedding
down of new structures, repairs or alterations to the property,
faulty workmanship, or use of defective materials, river or
coastal erosion.
• Any defect, damage or failure caused by third party
interference, negligence, misuse, or faulty workmanship,
including any attempted repair or modification which does
not comply with recognised industry standards.
• Any leaking or dripping tap that requires re-washering or
replacing, external overflows or replacement of cylinders,
tanks, radiators and sanitary ware.
• Any burst or leaking flexible hoses which can be isolated or
leaking washing appliances.
• De-scaling and any work arising from hard water scale deposits
or from damage caused by aggressive water or sludge resulting
from corrosion. Signs that work is needed may include a noisy
boiler, sludged up pipes or poor circulation.
• Replacement of light bulbs and fuses in plugs.
• Lost keys for outbuildings, garages and sheds.
• Vermin outside the private dwelling e.g. garages and other
outbuildings.
• Where the account holders tenancy agreement has a
requirement for the tenant to report emergencies to the
home owner or the managing agent to instruct the appropriate
contractor.
• Any cost relating to the repair or attempted repair not carried
out by Us.
Exclusions:
• Where the account holders tenancy agreement has a
requirement for the tenant to report emergencies to the
home owner or the managing agent to instruct the appropriate
contractor.
• Any cost relating to the repair or attempted repair not carried
out by Us.
General conditions applying to Your policy
• Your policy is only available to persons resident in the UK (not
including the Isle of Man and the Channel Islands).
• You and Your Family must take all reasonable steps to prevent
loss or damage to everything which is covered under this policy.
• You must keep all buildings and all the property covered in
good condition and repair.
• Failure to take all reasonable steps to prevent loss or damage will
result in a deduction from any claim payment, or may result in
Your claim being declined in full.
General exclusions applying to Your policy
• Any loss or damage caused, or allowed to be caused
deliberately or wilfully, by any of Your Family, a paying guest or
tenant.
• Any loss or damage caused directly or indirectly by:
– ionising radiation or radioactive contamination from any
nuclear fuel or waste which results from the burning of
nuclear fuel; or
– the radioactive, toxic, explosive or other dangerous
properties of nuclear machinery or any part of it; or
– war, invasion or revolution; or
– terrorism. For the purpose of this exclusion, ‘terrorism’
means the use of, or threat of use, of biological, chemical
and/or nuclear force or contamination by any person(s),
whether acting alone or on behalf of or in connection
with any organisation(s) or government(s), committed for
political, religious, ideological or similar purposes including
the intention to influence any government(s) or put any
section of the public in fear; or
– pressure waves caused by aircraft or indirectly or other
flying objects moving at or above the speed
of sound.
• Any loss or damage resulting directly or indirectly from
pollution or contamination which was:
– a result of an intentional act; or
– expected or should have been expected; or
– not sudden; or
– not during any Insurance Period.
• Uninsurable Risks:
– wear, tear and depreciation; and
– any loss or damage caused by wet or dry rot; and
– any loss or damage caused by fungus, woodworm, beetles,
moths, insects or Vermin; and
– mechanical or electrical fault or breakdown; and
– any process of cleaning, dyeing, renovating, altering, restyling,
repair or restoring; and
– anything which occurs gradually, or deteriorates over a
period of time or has reached the end of its useful life.
• We will not provide cover for any loss or damage that occurred
prior to the start of Your policy.

Complaints procedure
Although We aim to please, We want You to tell Us if You
have problems.
Action You can take
First Contact: Customer Services Administration, Inter Partner
Assistance S.A., The Quadrangle, 106-118 Station Road, Redhill,
Surrey RH1 1PX United Kingdom.
If this does not settle the matter, You can contact the Financial
Ombudsman Service at:
Insurance Division, Financial Ombudsman Service, South Quay
Plaza, 183 Marsh Wall, London E14 9SR United Kingdom.
If You make a complaint, it will not affect Your right to take
legal action.
A copy of Our detailed complaints procedures is available
on request.
Key information
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86
Card protection
We set out below the extent and terms of Your insurance cover,
subject to the conditions and exclusions shown. We want You to
understand and be satisfied with Your Policy. Please be sure to
read this Policy, so that You know exactly what is and what is not
covered.
About Your Policy
This Policy document tells You what is and what is not covered, how
to make a claim and provides other important information.
Our part of the contract
Our part of the contract is that We provide the cover set out in this
Policy document based on the information which You provided
when opening Your Ultimate Reward Current Account and if you
subsequently registered Your Cards.
Your part of the contract
Your part of the contract is that You will comply with all of the
conditions set out in this Policy. If You do not meet Your part of
the contract We may refuse to pay a claim. You must:
• be resident in the UK;
• take all reasonable care to safeguard against anything which
may result in a claim under this Policy.
Your Policy is renewed on a monthly basis and will end if (i) Your
Ultimate Reward Current Account is closed; (ii) You fail to pay the
monthly fee for Your account; (iii) Your account is changed to
another type of account with Your account provider; (iv) Your
account comes under the management of Your account provider’s
collections and recoveries department; or (v) Your residential
address is no longer in the UK. You have the right to cancel Your
Policy by giving Us notice that You wish to cancel by telephoning
08451 24 14 00. We may cancel Your Policy or change Your Policy
wording by giving you 30 days’ notice in writing. If Your Policy ends
for any reason, You will not be entitled to a refund of any fees and/
or premium paid for the cover provided under Your Policy.
If You are the joint holders of an Ultimate Reward Current
Account You agree that We may accept instructions from and give
information to either account holder in relation to Your Policy.
It is agreed that this Policy is governed by English law. It is agreed
that any dispute will be settled in the English courts.
Words with Special Meanings
Advance
An interest free payment made by Us to a Cardholder, when the
Cardholder has no other means of paying for services or obtaining
cash due to an Incident. (This service is available to Cardholders
only when requested at the time of reporting an Incident and will
be made via Western Union.)
Communication Costs
The cost of communications that a Cardholder has to pay to
contact Us, the Police, a relevant assistance company and/or a Card
issuer in order to cancel a Card or obtain appropriate assistance
due to an Incident.
Card(s)
A Cardholder’s financial cards including credit, charge, cash,
cheque, debit or store cards.
Cardholder(s)
The holder or holders of an Ultimate Reward Current Account who
reside at and whose Card is registered at the address appearing on
the Ultimate Reward Current Account.
Emergency Card
A temporary replacement Card that a Cardholder obtains whilst
away from the UK as a result of an Incident.
Emergency Card Fees
Fees payable by a Cardholder to the Card issuer in order to obtain
an Emergency Card whilst away from the UK.
Emergency Travel Documents
A passport that a Cardholder must replace whilst outside the UK
as a result of an Incident.
Incident
An event or series of connected events, which results in the loss or
theft of a Card resulting in the Cardholder being unable to use or
control its use.
Insurer
Card Protection Insurance is underwritten by Allianz Insurance plc.
Further details are noted on page 87.
Joint Account
A Policy issued to joint account holders of an Ultimate Reward
Current Account.
Personal Effects
The bag, purse, wallet or Card carrier in which a Cardholder kept a
Card at the time of an Incident.
Personal Money
Cash and bank notes belonging to a Cardholder and solely for their
personal use.
Policy
The policy issued to You as a result of You holding an Ultimate
Reward Current Account as amended from time to time.
Policyholder/You/Your
The holder or holders of an Ultimate Reward Current Account.
Single Account
A Policy issued to a sole account holder of an Ultimate Reward
Current Account.
UK
The United Kingdom, Channel Islands and Isle of Man.
We/Us/Our
Allianz Insurance plc or such other insurer as may be appointed by
Your Ultimate Reward Current Account provider.

The Insurer
The insurance underwritten by Allianz Insurance plc. (Registered
In England No. 00084638) whose head office and registered
office is 57 Ladymead, Guildford, Surrey GU1 1DB. The main
business of the insurer is the underwriting of general insurance
policies, claims administration and claims settlement.
Allianz Insurance plc. are authorised and regulated by the
Financial Services Authority (‘FSA’). You can check this on the
FSA register by visiting the FSA website www.fsa.gov.uk/pages/
register/ or by telephoning the FSA on 0845 606 1234. We may
appoint third parties to carry out certain services in relation to
Your Policy.
You incur no additional costs by arranging Your insurance by
this method.
The terms and conditions of Your Policy and the information
provided in this document will be provided in English. During the
term of Your Policy We will communicate with You using the
English language.
General Exclusions which apply to your Policy
Any loss as a result of natural disasters, terrorist action, war,
invasion, act of foreign enemy, hostilities (whether or not war has
been declared), civil war, rebellion, military or usurped power,
riot or civil commotion or revolution or similar event, or where
a Cardholder has deliberately put themselves in danger, is
specifically excluded.
Policy Conditions
1. If any item covered by this Policy is lost or stolen, the
Cardholder must notify Us within 24 hours of discovery.
The Cardholder must also obtain a report from the Police
(including a full Police reference number, the address and
telephone number of the Police station) confirming the
loss and follow the ‘How to make a claim’ section below.
Claims should be submitted as soon as possible and must be
submitted within 60 days of the Incident. The Cardholder
must provide Us with all of the information that We
reasonably consider relevant in order to assess any claim.
2. If a Cardholder claims under this Policy for something that
is covered by another insurance policy, the Cardholder
must provide Us with full details of the other insurance
policy. We will only pay Our legal share of any claim.
3. Any claim for Personal Money must be supported by
reasonable evidence confirming that the Cardholder had
the amount claimed in their possession immediately before
the loss.
4. If a Cardholder makes a dishonest claim under this Policy, all
rights to the benefits under this Policy will be lost and the
Policy will be cancelled immediately.
5. Claims for Communication Costs must be supported by
reasonable evidence of the costs incurred.
6. An Advance will only be made when a Cardholder has
no other means of paying for services or obtaining cash
following an Incident. The Advance is made on the basis
that the Cardholder agrees to repay the Advance to Us
within one calendar month. We may refuse to provide an
Advance if We have reason to believe that the Cardholder
will not be able to repay the Advance within one calendar
month. All Advances remain interest free. Should repayment
of the Advance be made after one calendar month the
Cardholder will, if We ask, pay any charges or expenses
incurred by Us or the Insurer in providing the Advance from
the day the amount was advanced until repayment in full
including any charges paid to Western Union. If a Cardholder
does not repay an Advance in full, the other Cardholder will
be liable for repayment. It is a condition of this Policy that
any cover for Cardholders will be suspended until any
Advances are repaid in full and in the event that they remain
unpaid with Our consent all cover under Your Policy will end.
7. When a Card is lost or stolen whilst travelling outside the
UK as a result of an Incident the Cardholder may claim for
up to one Card replacement per Cardholder. You must
notify Us before You obtain an Emergency Card. We will
only reimburse Emergency Card Fees if there has been no
Advance as a result of the Incident.
8. If a Card is lost or stolen whilst the Cardholder is travelling
outside the UK as a result of an Incident the Cardholder
may claim for the cost of one Emergency Travel Document.
You must notify Us before You obtain an Emergency
Travel Document.
Using Your Policy
How to Make a Claim
1. Check Your Policy to ensure that the loss is covered by
Your Policy.
2. If any item covered by this Policy is lost or stolen, You must
notify Us within 24 hours of discovery. You must also obtain
a report from the Police which includes a crime reference
number and the address and telephone number of the Police
station where Your report was made.
3. Read the ‘Making a claim’ section and follow the
instructions given.
4. Contact Us within 60 days of an Incident by telephoning
Us on the number shown in the booklet ‘A guide to your
benefits’, quoting Your Ultimate Reward Current Account
Sort Code and Account Number and tell Us what has
happened. All telephone calls will be recorded for staff
training and to assist with quality control.
5. We will provide You with a claim form to complete. Please
return the completed claim form, a Police report and any
other documentation that We request to support Your claim
to Us.
6. You must send Your completed claim form within 60 days of
the Incident to the Data Processing Manager, STAMS Ltd, PO
Box 98, Blyth, NE24 9DL.
7. We will acknowledge receipt of Your claim form within
5 working days. We will then carry out Our normal
investigations, and will pay all amounts due within 14 working
days of receipt of the claim form and any other information
that We have requested.
The Cover
This part of the Policy sets out the cover We will provide.
Key information
87

88
What is covered The cover What is not covered
Personal Money as a result of
an Incident.
Communication Costs that a
Cardholder must pay in order
to notify Us, a Card issuer or the
Police of an Incident.
Up to £100 per Incident for a Single
Account Policy and up to £200 per
Incident for a Joint Account Policy.
Up to £100 per Incident for a Single
Account Policy and up to £200 per
Incident for a Joint Account Policy.
What is covered The cover What is not covered
Communication Costs that
a Cardholder must pay in
order to locate and retrieve
lost luggage.
Communication Costs that a
Cardholder must pay in order
to obtain Emergency Travel
Documents whilst outside the
UK as a result of an Incident.
Communication Costs that a
Cardholder must pay in order
to obtain Emergency Medical
Assistance whilst outside the UK
as a result of an Incident.
Communication Costs that a
Cardholder must pay in order to
locate and retrieve lost keys.
The costs that a Cardholder
must pay in order to replace
personal effects as a result of an
Incident.
Up to £100 per event for a Single Account
Policy and up to £200 per event for a Joint
Account Policy.
Up to £100 per Incident for a Single
Account Policy and up to £200 per
Incident for a Joint Account Policy.
Up to £100 per Incident for a Single
Account Policy and up to £200 per
Incident for a Joint Account Policy.
Up to £100 per Incident for a Single
Account Policy and up to £200 per
Incident for a Joint Account Policy.
Up to £50 per Incident for a Single
Account Policy and up to £100 per Incident
for a Joint Account Policy.
More than a total of £100 for a Single Account Policy and
£200 for a Joint Account Policy in any 12 month period.
A loss or theft that You do not report to Us within 24
hours of discovery.
A loss or theft that You do not report to the Police or
where You fail to obtain a crime reference number.
More than a total of £100 for a Single Account Policy and
£200 for a Joint Account Policy in any 12 month period.
Communication Costs incurred for any reason after a
successful Card loss report has been made.
More than a total of £100 for a Single Account Policy and
£200 for a Joint Account Policy in any 12 month period.
Any travel costs a Cardholder pays in order to retrieve
the lost luggage.
More than a total of £100 for a Single Account Policy and
£200 for a Joint Account Policy in any 12 month period.
Any travel costs a Cardholder pays in order to obtain
Emergency Travel Documents.
More than a total of £100 for a Single Account Policy and
£200 for a Joint Account Policy in any 12 month period.
Any travel costs a Cardholder pays to obtain Emergency
Medical Assistance.
More than a total of £100 for a Single Account Policy and
£200 for a Joint Account Policy in any 12 month period.
Any travel costs a Cardholder pays in order to retrieve
lost keys.
More than a total of £50 for a Single Account Policy and
£100 for a Joint Account Policy in any 12 month period.

What is covered The cover What is not covered
CIFAS protective registration
in the event a Cardholder
losing their passport outside
the UK or driving licence in the
UK or abroad as a result of an
Incident.
The cost of Emergency Travel
Documents that a Cardholder
must obtain in order to replace
travel documents outside the UK
as a result of an Incident.
Emergency Card Fees incurred
by a Cardholder in order to
replace a Card whilst outside the
UK as a result of an Incident.
One protective registration per Cardholder
per year.
Up to £100 per Incident for a Single
Account Policy and up to £200 per
Incident for a Joint Account Policy.
Up to £100 per Incident for a Single
Account Policy and up to £200 per
Incident for a Joint Account Policy.
More than one protective registration per
Cardholder per year.
What is covered The cover What is not covered
A cash Advance to a
Cardholder following an
Incident.
An Advance to a Cardholder
who is outside the UK to meet
hotel or other third party
accommodation charges that the
Cardholder is unable to pay as a
result of an Incident.
A cash Advance to a Cardholder
who is outside the UK to replace
flight or other travel tickets
lost or stolen as a result of an
Incident.
An emergency messaging service
for a Cardholder who is outside
the UK.
The cost of a replacement driving
licence lost or stolen during an
Incident.
Up to £2,500 per Single Account Policy and
up to £5,000 per Joint Account Policy for
any one Incident.
UK cash Advance up to £1,000 for any
one Incident.
Up to £2,500 per Single Account Policy and
up to £5,000 per Joint Account Policy for
any one Incident.
Up to £2,500 per Single Account Policy and
up to £5,000 per Joint Account Policy for
any one Incident.
We will use Our best endeavours to relay a
Cardholder’s message to a third party.
Up to £50 per Cardholder in any 12 month
period.
More than a total of £100 for a Single Account
Policy and £200 for a Joint Account Policy in any
12 month period.
Any legal or travel costs the Cardholder has to pay
in order to obtain Emergency Travel Documents.
Any travel documents replaced which are not as a
result of an emergency, for example, a document
replaced whilst a Cardholder is in the UK.
More than a total of £100 for a Single Account
Policy and £200 for a Joint Account Policy in any
12 month period.
The cost of obtaining more than one Emergency
Card per Cardholder for any one Incident.
Any costs incurred where a Cardholder has
obtained an Advance for the same Incident.
An Advance made other than via Western Union.
Any costs incurred by travelling companions who
are not Cardholders.
More than one Advance per Incident.
A cash Advance in the UK where You are stranded
within 40 miles of the address registered with Us.
An Advance made other than via Western Union.
Any costs incurred by travelling companions who
are not Cardholders.
More than one Advance per Incident.
An Advance made other than via Western Union.
Any costs incurred by travelling companions who
are not Cardholders.
More than one Advance per Incident.
More than two emergency messages in any 24 hour
period.
More than three separate unsuccessful attempts to
deliver a message.
More than £50 per Cardholder in any 12
month period.
Key information
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90
Customer Care – We set high standards and seek to provide levels
of service that We believe You have the right to expect. However,
things can go wrong and if they do We want You to tell Us about
them. Please write in the first instance to the Data Processing
Manager, STAMS Ltd, PO Box 98, Blyth, NE24 9DL. If this does not
resolve the matter to Your satisfaction You can take the matter up
with the Customer Satisfaction Manager, at Allianz Insurance plc,
57 Ladymead, Guildford, Surrey, GU1 1DB.
If You are still dissatisfied, You have the right to refer to the
Financial Ombudsman Service (FOS), which is authorised to
consider most complaints and will undertake an independent
review of Your complaint. The Ombudsman can be contacted
at Financial Ombudsman Service, South Quay Plaza, 183 Marsh
Wall, London E14 9SR, telephone number 08000 23 45 67, or the
Ombudsman website www.financial-ombudsman.org.uk
Data Protection Notice
• STAMS Ltd and its business partners and the Insurer will use
Your information for insurance, administration, underwriting,
statistical analysis, claims handling, research, customer services
and to undertake home visits to discuss the claim. We will
disclose Your information to Our service providers, agents
and business partners for these purposes.
• In the event of a claim any information provided, whether
over the telephone or on the claim form or otherwise may
be put onto a register of claims through which insurers share
information to prevent fraudulent claims. A list of participants
and the name and the address of the operator are available on
request. The Insurer may also disclose Your information to
their agents and other insurers to investigate or prevent fraud.
• STAMS Ltd may share Your information with organisations who
are Our business partners. Our business partners may contact
You by mail, telephone, fax, e-mail or other reasonable method
to let You know about any services which may be of interest to
You. If You do not want Your details to be used for marketing
please write to Customer Services, STAMS Ltd, PO Box 98,
Blyth, NE24 9DL.
• You have a right to ask for a copy of Your information (for
which We charge a small fee) and to correct any inaccuracies.
To make sure We follow Your instructions correctly and to
improve Our service to You through training Our staff, We may
monitor or record communications.
If Your passport and/or driving licence have been stolen or
misappropriated as the result of an Incident, You may request that
We file a protective registration on Your behalf. If You instruct
us to file a protective registration, Your details will be used in the
following way:
• If false or inaccurate information is provided and fraud is
identified, details will be passed to fraud prevention agencies.
• Law enforcement agencies may access and use
this information.
• We and other organisations may also access and use this
information to prevent fraud and money laundering, for
example, when:
– Checking details on applications for credit and credit
related or other facilities
– Managing credit and credit related accounts or facilities
– Recovering debt
– Checking details on proposals and claims for all types of
insurance
– Checking details of job applicants and employees.
• We and other organisations may access and use from other
countries the information recorded by fraud prevention
agencies.
• If You wish to receive details of the fraud prevention agency
with whom We record information about You, write to Us at
Customer Services, STAMS Ltd, PO Box 98, Blyth, NE24 9DL.
CIFAS
Who is CIFAS?
CIFAS, the UK’s Fraud Prevention Service is a not for profit
membership organisation dedicated to the prevention of financial
crime. Among other initiatives, CIFAS helps prevent the misuse of
individuals’ identities through the sharing of information.
The organisations that co-operate with CIFAS are committed to
sharing information and expertise to develop best practice in the
field of fraud prevention. More information about CIFAS can be
obtained from their website www.cifas.org.uk
Fair Processing Notice
• If false or inaccurate information is provided and fraud is
identified, details will be passed to fraud prevention agencies
• Law enforcement agencies may access and use this information
• We and other organisations may also access and use this
information to prevent fraud and money laundering, for
example, when:
• Checking details on applications for credit and credit related or
other facilities
• Managing credit and credit related accounts or facilities
• Recovering debt
• Checking details on proposals and claims for all types
of insurance
• Checking details of job applicants and employees
Please contact Us at 08451 24 14 00 if You want to receive details
of the relevant fraud prevention agencies.
We and other organisations may access and use from other
countries the information recorded by fraud prevention agencies.
More information can be obtained from the CIFAS website
at www.cifas.org.uk

Key policy differences
The tables below provide a summary of the key differences between the cover provided as part of the
Ultimate Reward Current Account and our standalone policies for Halifax Travel, Home and Motor Insurance.
To ensure you don’t have more cover than you need, you may wish to review the terms and conditions
of any similar policies you hold with either us or any other provider.
Halifax Travel Insurance – 08457 23 33 43
Cover provided with your Ultimate Reward
Current Account
Travel
Maximum age limit
Cover provided with your Halifax Travel
Insurance policy
• Cover ceases on your 71st birthday. • Maximum age 75. USA, Canada, Mexico, Caribbean,
China, Hong Kong and Singapore cover maximum
age 65.
Policy Excess • £50 per person, per incident (£250 legal expenses
excess)
• £50 per person, per incident (£250 legal expenses
excess). With the option to remove or increase
policy excess (applies to all sections except legal
expenses)
Cancellation limits • £5,000 • £5,000 as standard, with option to increase to
£10,000
Policy Cover • Personal Baggage, Personal Money, Winter Sports
and Golf Cover inclusive
Halifax Motor Insurance – 08009 17 17 91
Cover provided with your Ultimate Reward
Current Account
Breakdown cover URCA account holders are covered as a driver or
passenger in any car within the specified limits
Halifax Home Insurance – 08456 00 60 01
Cover provided with your
Ultimate Reward Current
Account
Mobile phone cover • Phone up to a maximum original
cost or value of £2,000
• Phone accessories up to £250
• Covers the account holders
(maximum of 2 people)
Home Emergency cover
We will pay for:
• A qualified person chosen by us to deal
with an emergency in your home
• Overnight accommodation if your
home is uninhabitable
• £250
• £100
• Option to include Personal Baggage, Personal
Money, Winter Sports and Golf Cover
Cover provided with your Halifax Motor
Insurance
Policy holders are covered and anyone driving or
riding as a passenger in the insured vehicle with the
permission of the policy holder
Cover provided with your Halifax Home
Insurance
• Phone up to £500, covering you and your family
living at the property
• Airtime up to £25
• Informing costs £25
• £500
• £100
Home Emergency purchased alongside Halifax Home Solutions (available from 12th September 2011)
Home Emergency cover
We will pay for:
• A qualified person chosen by us to deal
with an emergency in your home
• Overnight accommodation if your
home is uninhabitable
Cover provided with your
Ultimate Reward Current Account
• £250
• £100
Cover provided with your Home Emergency
policy purchased alongside your Home
Solutions policy
• £300
• No cover
Key information
91

92
Notes

Notes
93

94
Our contact details
It’s easy to get in touch
If… Then call…
your debit card or cheque book is lost or stolen.
We’ll cancel the debit card or cheque book and send
you a replacement. We don’t make our usual charge for
stopping cheques for this service.
you damage your cheque book.
You can cancel your existing book and arrange
for a replacement.
For Cardcash accounts
you’ve forgotten your PIN.
We’ll then order you a replacement PIN once we’ve
confirmed your identity. You’ll need to unlock or
change this PIN at any Halifax cash machine by selecting
‘PIN services’ before you can use it.
For Easycash accounts and Cardcash accounts
you’re worried that someone knows your online or
telephone banking security details or you need any
further help.
you’re worried that an automated payment or card
transaction on your account hasn’t been properly
authorised by you, or has been incorrectly executed
on your account you must notify us.
For Easycash accounts and Cardcash accounts
you’d like to find out the indicative currency exchange
rate before completing a debit card transaction in a
foreign currency.
For Easycash accounts and Cardcash accounts
you’ve any general enquiries about your account,
including additional information about the
transactions on your account.
For Easycash accounts and Cardcash accounts
All telephone lines are open 24 hours a day.
Calls may be monitored and recorded.
08457 20 30 99 immediately
08457 20 30 40
08458 50 55 25
08457 20 30 40
08458 50 55 25
08456 02 00 00 for online banking
08457 20 30 40 for telephone banking
08457 20 30 40
08458 50 55 25
08457 20 30 40
(+44 (0) 113 242 22 29 from overseas)
08458 50 55 25
08457 20 30 40
08458 50 55 25

Key contacts card
All the contacts you may need
We have provided you with this pocket sized card to help you stay in touch with us
regarding any of the services included with the Ultimate Reward Current Account.
Simply pop out the card below and keep it with you should you need to contact us.
Ultimate Reward
Current Account
95

How else can we help?
Visit us
Drop into any of our branches or visit www.halifax.co.uk/ultimatereward
We’re just a call away
For details of the important numbers you may need to contact us on please
see PAGE 92 Calls may be monitored and recorded.
Do you need extra help?
We want to help our customers in any way we can. If you have a hearing
or speech impairment you can use Text Relay (previously Typetalk)
or Textphone on 08457 32 34 36 (lines are open seven days a week
9am–5pm). We can provide brochures and other documents in large
print, Braille, CD and audio tape. Please ask a member of staff if you’d
like individual pieces of literature in any other formats or would like to
know more.
Name:
Account number: Sort code:
Contact us:
Insurance benefits/claims:
From overseas:
AA Breakdown Assistance:
Telephone banking:
From overseas:
Order travel money:
Calls may be monitored and recorded.
Clarity approved by
independent experts at
Plain Language Commission
Applies only to pages 7-16 and this page
08451 24 14 00
+44 (0)1495 28 12 97
08000 51 22 48
08457 20 30 40
+44(0)113 242 22 29
08453 01 04 24
Halifax is a division of Bank of Scotland plc. Registered in Scotland No. SC327000. Registered Office: The Mound, Edinburgh EH1 1YZ.
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