Common use of Digipass Clause in Contracts

Digipass. ® You should never give your Digipass® or one-time passwords to someone else, including us. We also highly recommend you never keep your Digipass® in the same place as your computer or mobile phone. Your Digipass® remains our property at all times. You must return it to us if asked to. Online banking You shouldn’t login to your Online Banking using a public Wi-Fi network. A public Wi-Fi network is one which doesn't need a password Chequebook Take all reasonable steps to keep your chequebook safe (if you have one). Sometimes, we might need to block your debit card or your security information from being used to access your account If we block one debit card, any other debit cards we've issued will continue working. We'll only do this if we're acting reasonably, and: • we think your debit card, security information or other security devices are being used by someone else without permission (for example, if there's unusual activity on your account), or • we think there's a high risk you won't be able to repay any money you owe us, such as your overdraft, or • there are other legal or security reasons why we need to do so. If we stop you from accessing your account, we'll get in touch with you before we do, or at the latest straight after. We'll also tell you why we stopped you from accessing your account unless there are legal reasons why we can't. As soon as the reasons for stopping you from accessing your account have ended, we'll unblock your debit card, security information or other security devices. If we need to, we'll replace them if you can no longer use them. If we think that your account is being used without your permission or there is a security threat, we may get in touch with you to let you know. We can contact you by text message, telephone, post, email, secure message via your Online Banking or any other secure method. When we get in touch, we'll' never ask you to give us access to your Online Banking, ask for your security details (such as your PIN or authentication code) or ask you to move money to a "safe account" to help protect your account. Please treat all calls, texts and emails claiming to be from us with caution. If you're unsure whether it is really us who is contacting you, please get in touch with us directly using the "Getting in touch with us" section at the beginning of this agreement. What to do if something goes wrong You should check your statements and payment history regularly to make sure you recognise all of the activity on your account. If you don't recognise a payment or you think it is wrong, you need to get in touch with us straightaway. We'll look into this for you. In the table below are some examples of things that could go wrong with your payments. A payment was taken without your permission This could be for a number of reasons. For example: • someone has taken money from your account without your permission, • we took a payment in error, or • we didn't stop a payment you had already cancelled. Go to the section called "A payment was taken without your permission” The payment is incorrect This is where a payment you've made or received isn't right. For example, if: • the amount of the payment is higher or lower than it should be, • your payment is late or isn't received at all, or • you gave us the wrong account information. Go to the section called “A payment is incorrect” Someone charges you more than you expect This is where someone takes a payment from you, for example under a Direct Debit or recurring debit card payment, and the amount is more than you expected. Go to the section called "Someone charges you more than you expected" You receive a payment by mistake This is where you've received money which wasn't meant for you. Go to the section called "Payments received by mistake" If you think a payment has been taken without your permission, you need to tell us as soon as possible. If you don't let us know in time, you might not get your money back. You can find our contact information in the "Getting in touch with us" section at the beginning of this agreement. If money has been taken from your account and we think you're the victim of crime, we may report this to the police or to Action Fraud. We'll give them and any other law enforcement agency any information we think is relevant to the crime. We might also ask you to give us information you have about the crime to help us to get back any money that has been taken. You agree to report the crime to the police and help us and them as far as possible with their enquiries, if we ask you to. If someone has taken money from your account without your permission, you can ask us for a refund. We'll usually refund the full amount of the payment, plus any charges paid and interest you would've received if the payment hadn't been made. If we give you a refund, you won't have any further claim against us. There are some exceptions. We explain these in the section below (when you’ll get a refund). As long as you haven't acted fraudulently, you'll always get a full refund if: • you couldn’t have known your debit card, security information or devices were lost or stolen, • it was our fault the payments were taken out of your account, • we were legally required to ask you for certain security information and we didn't, • we didn't give you any contact details to get in touch with us, or • the payment was made to buy something remotely, such as online or over the telephone. You're acting fraudulently if you haven't told us the truth. For example, if you knew that you agreed to someone else taking money out of your account, but you told us you didn't. We'll tell the police or other law enforcement agency in writing if this is the case. In all other cases, whether or not you'll receive a refund depends on the circumstances. • As long as the money wasn't taken from your overdraft, you need to tell us about the payments that were taken from your account within 13 months. If you tell us later than that, we may not refund you. • If you were very careless with your security information, devices or debit card, we might not refund you for any payments that were taken from your account before you got in touch with us. This doesn't apply if the money was taken from your overdraft. For example, this could be if you knowingly gave your password and/or authentication code to someone who took the money from your account. • We might ask you to pay us up to £35 for any payments that were taken out of your account before you told us your security information, devices or debit card were lost or stolen. If we think you aren't owed a refund, we'll tell you why unless there are legal reasons why we can't. If a payment came out of your account by BACS Direct Debit, your payment is covered by the Direct Debit Guarantee Scheme. This means we'll give you a full refund if someone takes money out of your account without your permission. If we owe you a refund, you'll see the money in your account by the end of the next working day after you contacted us. There might be a delay if the law prevents us from giving you a refund, or if we reasonably think you have acted fraudulently and we have written to the police or other law enforcement agency about this. Sometimes we give you a refund while we're still investigating what went wrong. In those cases, we might need you to give us more information to find out what has happened. If we find out we gave you a refund and we shouldn't have, we can take it back. We'll tell you if we are going to do this. If you think one of your payments isn't correct, you should get in touch with us as quickly as possible. If you don't let us know there is a problem within 13 months of the payment being made, we won't always able to help you. You can find our contact information in the "Getting in touch with us" section at the beginning of this agreement. We'll try to fix things if there is a problem with your payment. What we can do depends on why the mistake was made and who made it. The information below tells you what your rights are. If there's a problem with a BACS Direct Debit you've made, the rules under the Direct Debit Guarantee Scheme will apply instead. You can ask us for a full refund if there is an error with your payment under those rules. If we make a payment for the wrong amount, we'll do our best to put things right. This means that: • if you paid more than you should have, we'll refund you the difference, or • if we paid too little, we'll refund you the payment in full. We'll also pay back any interest or charges you've missed out on or shouldn't have paid. If your payment wasn't received at all, we'll take steps to try and trace it. If we made an error (for example, we didn't send the payment when you asked us to, or we sent it to the wrong place), we'll give you a full refund. You'll receive this at the latest by the end of the next working day. Your refund will be for the full amount of the payment, as well as any interest or charges you've missed out on or shouldn't have paid. Your payment is late if it takes longer than the time we say it will take. You can find more information on how long your payment should take in the section "Making and receiving payments" above. The time it takes depends on whether you are making the payment or receiving the payment. If a payment you're sending is late arriving and this is our fault, you can ask us to get in touch with the other person's account provider. We can ask their account provider to treat the payment as if it was made on time. If a payment we've made into your account is late and this is our fault, we'll make sure we pay the right amount into your account. We'll also refund you any interest or charges you have missed out on or shouldn't have paid. Sometimes, you might agree to money being taken out of your account before you know how much you need to pay. Examples of this can be when you set up a Direct Debit, or a recurring payment using your debit card. If you're charged more than you expected, you can ask us for a refund as long as: • you ask for the refund within 8 weeks of the money coming out of your account, • the amount was more than you could expect in the circumstances – to decide whether this is true or not, we'll look at things like your previous spending pattern, • the payment was made to another person in Europe, and • you give us the information we need to work out whether you are owed a refund or not. When we talk about Europe, we mean any EU member state, plus Switzerland, Norway, Iceland, Monaco and Liechtenstein. If we ask you for further information, you should give us this as quickly as you can We won't give you a refund if: • you have given your permission to the payment being taken; • you were told how to work out how much it would be; and • you were told this at least 4 weeks before it was taken. If we owe you a refund, we'll give this to you within 10 working days. If you aren't owed a refund, we'll tell you this within 10 working days and give you our reasons. We won't be able to tell you why we refused to give you a refund if there are legal reasons we can't. We calculate the 10 working day period from the time you asked us for the refund or, if later, the time when you responded to our request for further information. If you're owed a refund, we'll pay you back in full. This means we will refund the full amount of the payment, as well as any interest or charges you have missed out on or shouldn't have paid. If you give us the wrong information when you ask us to make a payment, we aren't responsible but we'll still try to help you get your money back. We may charge you, but we'll always tell you the maximum amount you'll pay first. If we can't get your money back for any reason, you can write to us to ask for all the information we have on the payment so that you can try to get the money back yourself. When you tell us to make a payment, we rely on the account information you give to us. If you're making a payment to another account in the UK, this is the account number and sort code. If you're making a payment to anywhere else in the world, this is the IBAN. If you're making a transfer to another Cynergy bank account, all you need is the Cynergy bank account number. We might ask you for other information, such as the person's full name who you are paying, but we don't rely on this to make your payment. It's possible you might receive money into your account by mistake. If this happens, you should get in touch with us as soon as possible so we can put it right. If we're told by another account provider that they've paid money into your account by mistake, we're allowed to take the money out of your account. We won't ask for your permission to do this, but we'll let you know if it happens. If we need to pay back any money you received by mistake, we'll try our best to minimise any trouble this causes you. In some cases, we might be told that money has been paid into your account by mistake but we won't send the money back. If this happens, we might still be legally required to provide information to the other account provider about you, your account and the payment. This is to help them recover the money that was paid to you by mistake. We aren't responsible for all payments that go wrong. If there's a problem with your payment for any of the reasons we explain below, we won't be responsible to you. For example, we won't be responsible for a payment going wrong or any losses you suffer if: • we can show that the other person's account provider received the right amount and the payment was received on time. If that's the case, it will be the responsibility of the other account provider to fix things, • we can show that you, or someone with permission to use your account, agreed to the payment and it wasn't affected by a technical error or breakdown which we caused, • we refused your payment for any of the reasons set out in the "When we can refuse a payment" section, • something went wrong because of abnormal and unforeseeable circumstances which were outside our control, and despite our best efforts to avoid it, or • there's a problem with your payment because we needed to follow any UK laws or regulations. Examples of things that are outside our control include: • industrial action, • electricity or telephone communication outages, • breakdown of third party computer software or hardware, • failures or delays in the supply of services to us by a third party, or • where your mobile phone providers fails to send you an OTP which we have given to you. If a third party brings a claim against you, they might serve a court order on us. For example, a court order telling us to freeze your account. If this happens, we might charge you a fee. We'll take this directly from your account and let you know when we have taken it. All of our fees and charges are set out in our Fee Information Document. Please see the "Our fees and charges" section for details of how to find this.

Digipass. ® You should never give your Digipass® or one-time passwords to someone else, including us. We also highly recommend you never keep your Digipass® in the same place as your computer or mobile phone. Your Digipass® remains our property at all times. You must return it to us if asked to. Online banking You shouldn’t login to your Online Banking using a public Wi-Fi network. A public Wi-Fi network is one which doesn't need a password Chequebook Take all reasonable steps to keep your chequebook safe (if you have one). Sometimes, we might need to block your debit card or your security information from being used to access to Online Banking. This will stop you from accessing your account If we block one debit card, any other debit cards we've issued will continue workingaccount. We'll only do this if we're acting reasonably, and: • we think the security of your debit card, security information or other security devices are being used by someone else without permission (for example, if there's unusual activity on your account), or • we think there's a high risk you won't be able to repay any money you owe us, such as your overdraft, or • there are other legal or security reasons why we need to do so. If we stop you from accessing your account, we'll get in touch with you before we do, or at the latest straight after. We'll also tell you why we stopped you from accessing your account unless there are legal reasons why we can't. As soon as the reasons for stopping you from accessing your account have ended, we'll unblock your debit card, security information or other security devices. If we need to, we'll replace them if you can no longer use them. If we think that your account is being used without your permission or there is a security threat, we may get in touch with you to let you know. We can contact you by text message, telephone, post, email, secure message via your Online Banking or any other secure method. When we get in touch, we'll' never ask you to give us access to your Online Banking, ask for your security details (such as your PIN or authentication code) or ask you to move money to a "safe account" to help protect your account. Please treat all calls, texts and emails claiming to be from us with caution. If you're unsure whether it is really us who is contacting you, please get in touch with us directly using the "Getting in touch with us" section at the beginning of this agreement. What to do if something goes wrong You should check your statements and payment history regularly to make sure you recognise all of the activity on your account. If you don't recognise a payment or you think it is wrong, you need to get in touch with us straightaway. We'll look into this for you. In the table below are some examples of things that could go wrong with your payments. A payment was taken without your permission This could be for a number of reasons. For example: • someone has taken money from your account without your permission, • we took a payment in error, or • we didn't stop a payment you had already cancelled. Go to the section called "A payment was taken without your permission” The payment is incorrect This is where a payment you've made or received isn't right. For example, if: • the amount of the payment is higher or lower than it should be, • your payment is late or isn't received at all, or • you gave us the wrong account information. Go to the section called “A payment is incorrect” Someone charges you more than you expect This is where someone takes a payment from you, for example under a Direct Debit or recurring debit card payment, and the amount is more than you expected. Go to the section called "Someone charges you more than you expected" You receive a payment by mistake This is where you've received money which wasn't meant for you. Go to the section called "Payments received by mistake" If you think a payment has been taken without your permission, you need to tell us as soon as possible. If you don't let us know in time, you might not get your money back. You can find our contact information in the "Getting in touch with us" section at the beginning of this agreement. If money has been taken from your account and we think you're the victim of crime, we may report this to the police or to Action Fraud. We'll give them and any other law enforcement agency any information we think is relevant to the crime. We might also ask you to give us information you have about the crime to help us to get back any money that has been taken. You agree to report the crime to the police and help us and them as far as possible with their enquiries, if we ask you to. If someone has taken money from your account without your permission, you can ask us for a refund. We'll usually refund the full amount of the payment, plus any charges paid and interest you would've received if the payment hadn't been made. If we give you a refund, you won't have any further claim against us. There are some exceptions. We explain these in the section below (when you’ll 'll get a refund). As long as you haven't acted fraudulently, you'll always get a full refund if: • you couldn’t have known your debit card, security information or devices were lost or stolen, • it was our fault the payments were taken out of your account, • we were legally required to ask you for certain security information and we didn't, • we didn't give you any contact details to get in touch with us, or • the payment was made to buy something remotely, such as online or over the telephone. You're acting fraudulently if you haven't told us the truth. For example, if you knew that you agreed to someone else taking money out of your account, but you told us you didn't. We'll tell the police or other law enforcement agency in writing if this is the case. In all other cases, whether or not you'll receive a refund depends on the circumstances. • As long as the money wasn't taken from your overdraft, you You need to tell us about the payments that were taken from your account within 13 months. If you tell us later than that, we may not refund you. • If you were very careless with your security information, devices information or debit carddevices, we might not refund you for any payments that were taken from your account before you got in touch with us. This doesn't apply if the money was taken from your overdraft. For example, this could be if you knowingly gave your password and/or authentication code to someone who took the money from your account. • We might ask you to pay us up to £35 for any payments that were taken out of your account before you told us your security information, information or devices or debit card were lost or stolen. If we think you aren't owed a refund, we'll tell you why unless there are legal reasons why we can't. If a payment came out of your account by BACS Direct Debit, your payment is covered by the Direct Debit Guarantee Scheme. This means we'll give you a full refund if someone takes money out of your account without your permission. If we owe you a refund, you'll see the money in your account by the end of the next working day after you contacted us. There might be a delay if the law prevents us from giving you a refund, or if we reasonably think you have acted fraudulently and we have written to the police or other law enforcement agency about this. Sometimes we give you a refund while we're still investigating what went wrong. In those cases, we might need you to give us more information to find out what has happened. If we find out we gave you a refund and we shouldn't have, we can take it back. We'll tell you if we are going to do this. If you think one of your payments isn't correct, you should get in touch with us as quickly as possible. If you don't let us know there is a problem within 13 months of the payment being made, we won't always be able to help you. You can find our contact information in the "Getting in touch with us" section at the beginning of this agreement. We'll try to fix things if there is a problem with your payment. What we can do depends on why the mistake was made and who made it. The information below tells you what your rights are. If there's we made a problem with a BACS Direct Debit you've made, the rules under the Direct Debit Guarantee Scheme will apply instead. You can ask us for a full refund if there is an error with your payment under those rules. mistake If we make a payment for the wrong amount, we'll do our best to put things right. This means that: • if you paid more than you should have, we'll refund you the difference, or • if we paid too little, we'll refund you the payment in full. We'll also pay back any interest or charges you've missed out on or shouldn't have paid. If your payment wasn't received at all, we'll take steps to try and trace it. If we made an error (for example, we didn't send the payment when you asked us to, or we sent it to the wrong place), we'll give you a full refund. You'll receive this at the latest by the end of the next working day. Your refund will be for the full amount of the payment, as well as any interest or charges you've missed out on or shouldn't have paid. Your payment is late if it takes longer than the time we say it will take. You can find more information on how long your payment should take in the section "Making and receiving payments" above. The time it takes depends on whether you are making receiving the payment or receiving the payment. If a payment you're sending is late arriving and this is our fault, you can ask us to get in touch with the other person's account provider. We can ask their account provider to treat the payment as if it was made on time. If a payment we've made into your account is late and this is our fault, we'll make sure we pay the right amount into your account. We'll also refund you any interest or charges you have missed out on or shouldn't have paid. Sometimes, you might agree to money being taken out of your account before you know how much you need to pay. Examples of this can be when you set up a Direct Debit, or a recurring payment using your debit card. If you're charged more than you expected, you can ask us for a refund as long as: • you ask for the refund within 8 weeks of the money coming out of your account, • the amount was more than you could expect in the circumstances – to decide whether this is true or not, we'll look at things like your previous spending pattern, • the payment was made to another person in Europe, and • you give us the information we need to work out whether you are owed a refund or not. When we talk about Europe, we mean any EU member state, plus Switzerland, Norway, Iceland, Monaco and Liechtenstein. If we ask you for further information, you should give us this as quickly as you can We won't give you a refund if: • you have given your permission to the payment being taken; • you were told how to work out how much it would be; and • you were told this at least 4 weeks before it was taken. If we owe you a refund, we'll give this to you within 10 working days. If you aren't owed made a refund, we'll tell you this within 10 working days and give you our reasons. We won't be able to tell you why we refused to give you a refund if there are legal reasons we can't. We calculate the 10 working day period from the time you asked us for the refund or, if later, the time when you responded to our request for further information. If you're owed a refund, we'll pay you back in full. This means we will refund the full amount of the payment, as well as any interest or charges you have missed out on or shouldn't have paid. mistake If you give us the wrong information when you ask us to make a payment, we aren't responsible but we'll still try to help you get your money back. We may charge you, but we'll always tell you the maximum amount you'll pay first. If we can't get your money back for any reason, you can write to us to ask for all the information we have on the payment so that you can try to get the money back yourself. When you tell us to make a payment, we rely on the account information you give to us. If you're making a payment to another account in the UK, this is the account number and sort code. If you're making a payment to anywhere else in the world, this is the IBAN. If you're making a transfer to another Cynergy bank account, all you need is the Cynergy bank account number. We might ask you for other information, such as the person's full name who you are paying, but we don't rely on this to make your payment. It's possible you might receive money into your account by mistake. If this happens, you should get in touch with us as soon as possible so we can put it right. If we're told by another account provider that they've paid money into your account by mistake, we're allowed to take the money out of your account. We won't ask for your permission to do this, but we'll let you know if it happens. If we need to pay back any money you received by mistake, we'll try our best to minimise any trouble this causes you. In some cases, we might be told that money has been paid into your account by mistake but we won't send the money back. If this happens, we might still be legally required to provide information to the other account provider about you, your account and the payment. This is to help them recover the money that was paid to you by mistake. We aren't responsible for all payments that go wrong. If there's a problem with your payment for any of the reasons we explain below, we won't be responsible to you. For example, we won't be responsible for a payment going wrong or any losses you suffer if: • we can show that the other person's account provider received the right amount and the payment was received on time. If that's the case, it will be the responsibility of the other account provider to fix things, • we can show that you, or someone with permission to use your account, agreed to the payment and it wasn't affected by a technical error or breakdown which we caused, • we refused your payment for any of the reasons set out in the "When we can refuse a payment" section, • something went wrong because of abnormal and unforeseeable circumstances which were outside our control, and despite our best efforts to avoid it, or • there's a problem with your payment because we needed to follow any UK laws or regulations. Examples of things that are outside our control include: • industrial action, • electricity or telephone communication outages, • breakdown of third party computer software or hardware, • failures or delays in the supply of services to us by a third party, or • where your mobile phone providers fails to send you an OTP which we have given to you. If a third party brings a claim against you, they might serve a court order on us. For example, a court order telling us to freeze your account. If this happens, we might charge you a fee. We'll take this directly from your account and let you know when we have taken it. All of our fees and charges are set out in our Fee Information Document. Please see the "Our fees and charges" section for details of how to find this.

Digipass. ® You should never give your Digipass® or one-time passwords passcodes to someone else, including us. We also highly recommend you never keep your Digipass® in the same place as your computer or mobile phone. Your Digipass® remains our property at all times. You must return it to us if asked to. Online banking You shouldn’t login to your Online Banking using a public Wi-Fi network. A public Wi-Fi network is one which doesn't need a password password. Chequebook Take all reasonable steps to keep your chequebook safe (if you have one). Sometimes, we might need to block your debit card or your security information from being used to access to Online Banking. This will stop you from accessing your account If we block one debit card, any other debit cards we've issued will continue workingaccount. We'll only do this if we're acting reasonably, and: • we think your debit card, security information or other security devices are being used by someone else without permission (for example, if there's unusual activity on your account), or • we think there's a high risk you won't be able to repay any money you owe us, such as your overdraft, or • there are other legal or security reasons why we need to do so. If we stop you from accessing your account, we'll get in touch with you before we do, or at the latest straight after. We'll also tell you why we stopped you from accessing your account unless there are legal reasons why we can't. As soon as the reasons for stopping you from accessing your account have ended, we'll unblock your debit card, security information or other security devices. If we need to, we'll replace them if you can no longer use them. If we think that your account is being used without your permission or there is a security threat, we may get in touch with you to let you know. We can contact you by text message, telephone, post, email, secure message via your Online Banking or any other secure method. When we get in touch, we'll' never ask you to give us access to your Online Banking, ask for your security details (such as your PIN or authentication code) or ask you to move money to a "safe account" to help protect your account. Please treat all calls, texts and emails claiming to be from us with caution. If you're unsure whether it is really us who is contacting you, please get in touch with us directly using the "Getting in touch with us" section at the beginning of this agreement. What to do if something goes wrong You should check your statements and payment history regularly to make sure you recognise all of the activity on your account. If you don't recognise a payment or you think it is wrong, you need to get in touch with us straightaway. We'll look into this for you. In the table below are some examples of things that could go wrong with your payments. A payment was taken without your permission This could be for a number of reasons. For example: • someone has taken money from your account without your permission, • we took a payment in error, or • we didn't stop a payment you had already cancelled. Go to the section called "A payment was taken without your permission” The payment is incorrect This is where a payment you've made or received isn't right. For example, if: • the amount of the payment is higher or lower than it should be, • your payment is late or isn't received at all, or • you gave us the wrong account information. Go to the section called “A payment is incorrect” Someone charges you more than you expect This is where someone takes a payment from you, for example under a Direct Debit or recurring debit card payment, and the amount is more than you expected. Go to the section called "Someone charges you more than you expected" You receive a payment by mistake This is where you've received money which wasn't meant for you. Go to the section called "Payments received by mistake" If you think a payment has been taken without your permission, you need to tell us as soon quickly as possible. You must let us know there is a problem within 13 months of the payment being made. If you don't let us know in time, you might not get your money back. You can find our contact information in the "Getting in touch with us" section at the beginning of this agreement. If money has been taken from your account and we think you're the victim of crime, we may report this to the police or to Action Fraud. We'll give them and any other law enforcement agency any information we think is relevant to the crime. We might also ask you to give us information you have about the crime to help us to get back any money that has been taken. You agree to report the crime to the police and help us and them as far as possible with their enquiries, if we ask you to. If someone has taken money from your account without your permission, you can ask us for a refund. We'll usually refund the full amount of the payment, plus any charges paid and interest you would've received if the payment hadn't been made. If we give you a refund, you won't have any further claim against us. There are some exceptions. We explain these in the section below (when you’ll 'll get a refund). As long as you haven't acted fraudulently, you'll always get a full refund if: • you couldn’t have known your debit card, security information or devices were lost or stolen, • it was our fault the payments were taken out of your account, • we were legally required to ask you for certain security information and we didn't, • we didn't give you any contact details to get in touch with us, or • the payment was made to buy something remotely, such as online or over the telephone. You're acting fraudulently if you haven't told us the truth. For example, if you knew that you agreed to someone else taking money out of your account, but you told us you didn't. We'll tell the police or other law enforcement agency in writing if this is the case. In all other cases, whether or not you'll receive a refund depends on the circumstances. • As long as the money wasn't taken from your overdraft, you You need to tell us about the payments that were taken from your account within 13 months. If you tell us later than that, we may not refund you. • If you were very careless with your security information, devices information or debit carddevices, we might not refund you for any payments that were taken from your account before you got in touch with us. This doesn't apply if the money was taken from your overdraft. For example, this could be if you knowingly gave your password and/or authentication code to someone who took the money from your account. • We might ask you to pay us up to £35 for any payments that were taken out of your account before you told us your security information, information or devices or debit card were lost or stolen. If we think you aren't owed a refund, we'll tell you why unless there are legal reasons why we can't. If a payment came out of your account by BACS Direct Debit, your payment is covered by the Direct Debit Guarantee Scheme. This means we'll give you a full refund if someone takes money out of your account without your permission. If we owe you a refund, you'll see the money in your account by the end of the next working day after you contacted us. There might be a delay if the law prevents us from giving you a refund, or if we reasonably think you have acted fraudulently and we have written to the police or other law enforcement agency about this. Sometimes Sometimes, we give you a refund while we're still investigating what went wrong. In those cases, we might need you to give us more information to find out what has happened. If we find out we gave you a refund and we shouldn't have, we can take it back. We'll tell you if we are going to do this. If you think one of your payments isn't correct, you should get in touch with us as quickly as possible. If you don't let us know there is a problem within 13 months of the payment being made, we won't always be able to help you. You can find our contact information in the "Getting in touch with us" section at the beginning of this agreement. We'll try to fix things if there is a problem with your payment. What we can do depends on why the mistake was made and who made it. The information below tells you what your rights are. If there's we made a problem with a BACS Direct Debit you've made, the rules under the Direct Debit Guarantee Scheme will apply instead. You can ask us for a full refund if there is an error with your payment under those rules. mistake If we make a payment for the wrong amount, we'll do our best to put things right. This means that: • if you paid more than you should have, we'll refund you the difference, or • if we paid too little, we'll refund you the payment in full. We'll also pay back any interest or charges you've missed out on or shouldn't have paid. If your payment wasn't received at all, we'll take steps to try and trace it. If we made an error (for example, we didn't send the payment when you asked us to, or we sent it to the wrong place), we'll give you a full refund. You'll receive this at the latest by the end of the next working day. Your refund will be for the full amount of the payment, as well as any interest or charges you've missed out on or shouldn't have paid. Your payment is late if it takes longer than the time we say it will take. You can find more information on how long your payment should take in the section "Making and receiving payments" above. The time it takes depends on whether you are making the payment or receiving the payment. If a payment you're sending is late arriving and this is our fault, you can ask us to get in touch with the other person's account provider. We can ask their account provider to treat the payment as if it was made on time. If a payment we've made into your account is late and this is our fault, we'll make sure we pay the right amount into your account. We'll also refund you any interest or charges you have missed out on or shouldn't have paid. Sometimes, you might agree to money being taken out of your account before you know how much you need to pay. Examples of this can be when you set up a Direct Debit, or a recurring payment using your debit card. If you're charged more than you expected, you can ask us for a refund as long as: • you ask for the refund within 8 weeks of the money coming out of your account, • the amount was more than you could expect in the circumstances – to decide whether this is true or not, we'll look at things like your previous spending pattern, • the payment was made to another person in Europe, and • you give us the information we need to work out whether you are owed a refund or not. When we talk about Europe, we mean any EU member state, plus Switzerland, Norway, Iceland, Monaco and Liechtenstein. If we ask you for further information, you should give us this as quickly as you can We won't give you a refund if: • you have given your permission to the payment being taken; • you were told how to work out how much it would be; and • you were told this at least 4 weeks before it was taken. If we owe you a refund, we'll give this to you within 10 working days. If you aren't owed made a refund, we'll tell you this within 10 working days and give you our reasons. We won't be able to tell you why we refused to give you a refund if there are legal reasons we can't. We calculate the 10 working day period from the time you asked us for the refund or, if later, the time when you responded to our request for further information. If you're owed a refund, we'll pay you back in full. This means we will refund the full amount of the payment, as well as any interest or charges you have missed out on or shouldn't have paid. mistake If you give us the wrong information when you ask us to make a payment, we aren't responsible but we'll still try to help you get your money back. We may charge you, but we'll always tell you the maximum amount you'll pay first. If we can't get your money back for any reason, you can write to us to ask for all the information we have on the payment so that you can try to get the money back yourself. When you tell us to make a payment, we rely on the account information you give to us. If you're making a payment to another account in the UK, this is the account number and sort code. If you're making a payment to anywhere else in the world, this is the IBAN. If you're making a transfer to another Cynergy bank account, all you need is the Cynergy bank account number. We might ask you for other information, such as the person's full name who you are paying, but we don't rely on this to make your payment. It's possible you might receive money into your account by mistake. If this happens, you should get in touch with us as soon as possible so we can put it right. If we're told by another account provider that they've paid money into your account by mistake, we're allowed to take the money out of your account. We won't ask for your permission to do this, but we'll let you know if it happens. If we need to pay back any money you received by mistake, we'll try our best to minimise any trouble this causes you. In some cases, we might be told that money has been paid into your account by mistake but we won't send the money back. If this happens, we might still be legally required to provide information to the other account provider about you, your account and the payment. This is to help them recover the money that was paid to you by mistake. We aren't responsible for all payments that go wrong. If there's a problem with your payment for any of the reasons we explain below, we won't be responsible to you. For example, we won't be responsible for a payment going wrong or any losses you suffer if: • we can show that the other person's account provider received the right amount and the payment was received on time. If that's the case, it will be the responsibility of the other account provider to fix things, • we can show that you, or someone with permission to use your account, agreed to the payment and it wasn't affected by a technical error or breakdown which we caused, • we refused your payment for any of the reasons set out in the "When we can refuse a payment" section, • something went wrong because of abnormal and unforeseeable circumstances which were outside our control, and despite our best efforts to avoid it, or • there's a problem with your payment because we needed to follow any UK laws or regulations. Examples of things that are outside our control include: • industrial action, • electricity or telephone communication outages, • breakdown of third party computer software or hardware, • failures or delays in the supply of services to us by a third party, or • where your mobile phone providers fails to send you an OTP a one-time passcode which we have given to you. If a third party brings a claim against you, they might serve a court order on us. For example, a court order telling us to freeze your account. If this happens, we might charge you a fee. We'll take this directly from your account and let you know when we have taken it. All of our fees and charges are set out in our Fee Information Document. Please see the "Our fees and charges" section for details of how to find this.

Digipass. ® You should never give your Digipass® or one-time passwords to someone else, including us. We also highly recommend you never keep your Digipass® in the same place as your computer or mobile phone. Your Digipass® remains our property at all times. You must return it to us if asked to. Online banking You shouldn’t login to your Online Banking or the Cynergy Bank Mobile Banking app using a public Wi-Fi network. A public Wi-Fi network is one which doesn't need a password password. Chequebook Take all reasonable steps to keep your chequebook safe (if you have one). Sometimes, we might need to block your debit card or your security information from being used to access your account If we block one debit card, any other debit cards we've issued will continue working. We'll only do this if we're acting reasonably, and: • we think your debit card, security information or other security devices are being used by someone else without permission (for example, if there's unusual activity on your account), or • we think there's a high risk you won't be able to repay any money you owe us, such as your overdraft, or • there are other legal or security reasons why we need to do so. If we stop you from accessing your account, we'll get in touch with you before we do, or at the latest straight after. We'll also tell you why we stopped you from accessing your account unless there are legal reasons why we can't. As soon as the reasons for stopping you from accessing your account have ended, we'll unblock your debit card, security information or other security devices. If we need to, we'll replace them if you can no longer use them. If we think that your account is being used without your permission or there is a security threat, we may get in touch with you to let you know. We can contact you by text message, telephone, post, email, secure message via your Online Banking or any other secure method. When we get in touch, we'll' never ask you to give us access to your Online Banking, ask for your security details (such as your PIN or authentication code) or ask you to move money to a "safe account" to help protect your account. Please treat all calls, texts and emails claiming to be from us with caution. If you're unsure whether it is really us who is contacting you, please get in touch with us directly using the "Getting in touch with us" section at the beginning of this agreement. What to do if something goes wrong You should check your statements and payment history regularly to make sure you recognise all of the activity on your account. If you don't recognise a payment or you think it is wrong, you need to get in touch with us straightaway. We'll look into this for you. In the table below are some examples of things that could go wrong with your payments. A payment was taken without your permission This could be for a number of reasons. For example: • someone has taken money from your account without your permission, • we took a payment in error, or • we didn't stop a payment you had already cancelled. Go to the section called "A payment was taken without your permission” The payment is incorrect This is where a payment you've made or received isn't right. For example, if: • the amount of the payment is higher or lower than it should be, • your payment is late or isn't received at all, or • you gave us the wrong account information. Go to the section called “A payment is incorrect” Someone charges you more than you expect This is where someone takes a payment from you, for example under a Direct Debit or recurring debit card payment, and the amount is more than you expected. Go to the section called "Someone charges you more than you expected" You receive a payment by mistake This is where you've received money which wasn't meant for you. Go to the section called "Payments received by mistake" If you think a payment has been taken without your permission, you need to tell us as soon as possible. If you don't let us know in time, you might not get your money back. You can find our contact information in the "Getting in touch with us" section at the beginning of this agreement. If money has been taken from your account and we think you're the victim of crime, we may report this to the police or to Action Fraud. We'll give them and any other law enforcement agency any information we think is relevant to the crime. We might also ask you to give us information you have about the crime to help us to get back any money that has been taken. You agree to report the crime to the police and help us and them as far as possible with their enquiries, if we ask you to. If someone has taken money from your account without your permission, you can ask us for a refund. We'll usually refund the full amount of the payment, plus any charges paid and interest you would've received if the payment hadn't been made. If we give you a refund, you won't have any further claim against us. There are some exceptions. We explain these in the section below (when you’ll get a refund). As long as you haven't acted fraudulently, you'll always get a full refund if: • you couldn’t have known your debit card, security information or devices were lost or stolen, • it was our fault the payments were taken out of your account, • we were legally required to ask you for certain security information and we didn't, • we didn't give you any contact details to get in touch with us, or • the payment was made to buy something remotely, such as online or over the telephone. You're acting fraudulently if you haven't told us the truth. For example, if you knew that you agreed to someone else taking money out of your account, but you told us you didn't. We'll tell the police or other law enforcement agency in writing if this is the case. In all other cases, whether or not you'll receive a refund depends on the circumstances. • As long as the money wasn't taken from your overdraft, you need to tell us about the payments that were taken from your account within 13 months. If you tell us later than that, we may not refund you. • If you were very careless with your security information, devices or debit card, we might not refund you for any payments that were taken from your account before you got in touch with us. This doesn't apply if the money was taken from your overdraft. For example, this could be if you knowingly gave your password and/or authentication code to someone who took the money from your account. • We might ask you to pay us up to £35 for any payments that were taken out of your account before you told us your security information, devices or debit card were lost or stolen. If we think you aren't owed a refund, we'll tell you why unless there are legal reasons why we can't. If a payment came out of your account by BACS Direct Debit, your payment is covered by the Direct Debit Guarantee Scheme. This means we'll give you a full refund if someone takes money out of your account without your permission. If we owe you a refund, you'll see the money in your account by the end of the next working day after you contacted us. There might be a delay if the law prevents us from giving you a refund, or if we reasonably think you have acted fraudulently and we have written to the police or other law enforcement agency about this. Sometimes we give you a refund while we're still investigating what went wrong. In those cases, we might need you to give us more information to find out what has happened. If we find out we gave you a refund and we shouldn't have, we can take it back. We'll tell you if we are going to do this. If you think one of your payments isn't correct, you should get in touch with us as quickly as possible. If you don't let us know there is a problem within 13 months of the payment being made, we won't always able to help you. You can find our contact information in the "Getting in touch with us" section at the beginning of this agreement. We'll try to fix things if there is a problem with your payment. What we can do depends on why the mistake was made and who made it. The information below tells you what your rights are. If there's a problem with a BACS Direct Debit you've made, the rules under the Direct Debit Guarantee Scheme will apply instead. You can ask us for a full refund if there is an error with your payment under those rules. If we make a payment for the wrong amount, we'll do our best to put things right. This means that: • if you paid more than you should have, we'll refund you the difference, or • if we paid too little, we'll refund you the payment in full. We'll also pay back any interest or charges you've missed out on or shouldn't have paid. If your payment wasn't received at all, we'll take steps to try and trace it. If we made an error (for example, we didn't send the payment when you asked us to, or we sent it to the wrong place), we'll give you a full refund. You'll receive this at the latest by the end of the next working day. Your refund will be for the full amount of the payment, as well as any interest or charges you've missed out on or shouldn't have paid. Your payment is late if it takes longer than the time we say it will take. You can find more information on how long your payment should take in the section "Making and receiving payments" above. The time it takes depends on whether you are making the payment or receiving the payment. If a payment you're sending is late arriving and this is our fault, you can ask us to get in touch with the other person's account provider. We can ask their account provider to treat the payment as if it was made on time. If a payment we've made into your account is late and this is our fault, we'll make sure we pay the right amount into your account. We'll also refund you any interest or charges you have missed out on or shouldn't have paid. Sometimes, you might agree to money being taken out of your account before you know how much you need to pay. Examples of this can be when you set up a Direct Debit, or a recurring payment using your debit card. If you're charged more than you expected, you can ask us for a refund as long as: • you ask for the refund within 8 weeks of the money coming out of your account, • the amount was more than you could expect in the circumstances – to decide whether this is true or not, we'll look at things like your previous spending pattern, • the payment was made to another person in Europe, and • you give us the information we need to work out whether you are owed a refund or not. When we talk about Europe, we mean any EU member state, plus Switzerland, Norway, Iceland, Monaco and Liechtenstein. If we ask you for further information, you should give us this as quickly as you can We won't give you a refund if: • you have given your permission to the payment being taken; • you were told how to work out how much it would be; and • you were told this at least 4 weeks before it was taken. If we owe you a refund, we'll give this to you within 10 working days. If you aren't owed a refund, we'll tell you this within 10 working days and give you our reasons. We won't be able to tell you why we refused to give you a refund if there are legal reasons we can't. We calculate the 10 working day period from the time you asked us for the refund or, if later, the time when you responded to our request for further information. If you're owed a refund, we'll pay you back in full. This means we will refund the full amount of the payment, as well as any interest or charges you have missed out on or shouldn't have paid. If you give us the wrong information when you ask us to make a payment, we aren't responsible but we'll still try to help you get your money back. We may charge you, but we'll always tell you the maximum amount you'll pay first. If we can't get your money back for any reason, you can write to us to ask for all the information we have on the payment so that you can try to get the money back yourself. When you tell us to make a payment, we rely on the account information you give to us. If you're making a payment to another account in the UK, this is the account number and sort code. If you're making a payment to anywhere else in the world, this is the IBAN. If you're making a transfer to another Cynergy bank account, all you need is the Cynergy bank account number. We might ask you for other information, such as the person's full name who you are paying, but we don't rely on this to make your payment. It's possible you might receive money into your account by mistake. If this happens, you should get in touch with us as soon as possible so we can put it right. If we're told by another account provider that they've paid money into your account by mistake, we're allowed to take the money out of your account. We won't ask for your permission to do this, but we'll let you know if it happens. If we need to pay back any money you received by mistake, we'll try our best to minimise any trouble this causes you. In some cases, we might be told that money has been paid into your account by mistake but we won't send the money back. If this happens, we might still be legally required to provide information to the other account provider about you, your account and the payment. This is to help them recover the money that was paid to you by mistake. We aren't responsible for all payments that go wrong. If there's a problem with your payment for any of the reasons we explain below, we won't be responsible to you. For example, we won't be responsible for a payment going wrong or any losses you suffer if: • we can show that the other person's account provider received the right amount and the payment was received on time. If that's the case, it will be the responsibility of the other account provider to fix things, • we can show that you, or someone with permission to use your account, agreed to the payment and it wasn't affected by a technical error or breakdown which we caused, • we refused your payment for any of the reasons set out in the "When we can refuse a payment" section, • something went wrong because of abnormal and unforeseeable circumstances which were outside our control, and despite our best efforts to avoid it, or • there's a problem with your payment because we needed to follow any UK laws or regulations. Examples of things that are outside our control include: • industrial action, • electricity or telephone communication outages, • breakdown of third party computer software or hardware, • failures or delays in the supply of services to us by a third party, or • where your mobile phone providers fails to send you an OTP which we have given to you. If a third party brings a claim against you, they might serve a court order on us. For example, a court order telling us to freeze your account. If this happens, we might charge you a fee. We'll take this directly from your account and let you know when we have taken it. All of our fees and charges are set out in our Fee Information Document. Please see the "Our fees and charges" section for details of how to find this.