BUSINESS BANKING

Your new business current account Need to know

Contents Support for you, Tools for your business

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Protect today, Safeguard the future

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Free day-to-day business banking

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Versatile services, Smoother cash flow

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Your payments going in

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Your payments going out 

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Money management, Made easy for business

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Need some help?

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Online tools, To get you growing Help when you need it, To keep on track

Tailored merchant services, To suit your business 28 Business planning products, Support where it counts 29 If something goes wrong

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Useful contacts 

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If you have been turned down for finance

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Our service promise

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A bank account That means business Income and outgoings. Daily costs and capital expenditure. Running a business is all about managing the flow of money. So you’ll be glad to know a Business Current Account with the Bank of Scotland comes with a range of useful features and benefits – all designed to put you in control. Because when banking’s made easy, you have more time to run your business.

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Support for you Tools for your business We are committed to supporting you, with an account that is designed to be easy and accessible.

everyday p Simple banking AA We offer you one simple account with introductory free day-to-day banking* AA When your free banking ends, you will receive free electronic payments, and a simple pricing structure.

* Applies to small businesses, including individuals setting up their first business bank account within the first 12 months of trading, and have a turnover of under £1 million. Six months’ free day-to-day business banking for customers with a turnover of under £1 million and who hold a business account elsewhere. Free day-to-day business banking includes electronic payments, cheques, cash, deposits and withdrawals. All we ask is that you operate your account in credit or within agreed limits. Free electronic payments include Direct Debits, Standing Orders, Debit Card transactions, Lloyds Banking Group/Other Bank ATM Withdrawals and Internet Banking/Phonebank Debits/Credit inc. Bulk Payments.

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ě Support and tools

when F Help you need it

We offer:

AA Dedicated support from our UK-based business management team

AA Access to tools and insight, using Business ToolBox and Business KnowledgeBox AA Protection for your business from our Insurance advisers AA Both card payment and card receiving solutions

AA Internet and Mobile banking AA Banking locally with our extensive branch network, cash points and Immediate Deposit Machines.

AA A range of financing options to support your business AA Savings and investment options to put your surplus cash to the best use possible AA A suite of international services to help you do business in Britain and abroad.

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Free day-to-day business banking* There’s no charge for: AA Monthly account fee AA Paying in or taking out cash AA Paying in or issuing cheques AA Electronic payments. You can make as many payments as you need without paying a fee. Just make sure that you keep your account within agreed limits and don’t go overdrawn without arranging it with us first. We will send you invoices throughout the free banking period so that you are familiar with the process ahead of when charges will apply.

When your free banking ends Two months before your free banking period ends we will write and let you know the date from which the charges will apply. You will benefit from: AA One simply priced account AA Free electronic payments, including debit card transactions AA A cash payments tier which gets cheaper when you pay in more. We will send you a monthly invoice showing you an itemised breakdown of all your current account payments and charges to help you keep control of your finances.

* Applies to small businesses, including individuals setting up their first business bank account within the first 12 months of trading, and have a turnover of under £1 million. Six months’ free day-to-day business banking for customers with a turnover of under £1 million and who hold a business account elsewhere. Free day-to-day business banking includes electronic payments, cheques, cash, deposits and withdrawals. All we ask is that you operate your account in credit or within agreed limits. Free electronic payments include Direct Debits, Standing Orders, Debit Card transactions, Lloyds Banking Group/Other Bank ATM Withdrawals and Internet Banking/Phonebank Debits/Credit inc. Bulk Payments.

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Your payments going in

Whether you have a few large payments each month or dozens every day, it pays to know how quickly your money will be available.

All cheques go through a simple system called the clearing cycle as shown on the opposite page. Within two business days you’ll earn interest, within four business days your money will be available, and after six business days the funds from a returned cheque will not be debited. For more details, call us on 0345 300 0268, visit your local branch or call your business management team.

Ò Our business day lasts from 9am–5pm, Monday to Friday, excluding Bank Holidays. Cheques or cash paid in after 5pm (sometimes after 3.30pm) might not be processed until the next working day. 8

Day 6

Day 0

The funds from a returned cheque will not be debited*

Your cheque payment goes in

working days Day 4

Day 2

Your money will be available

Your money will earn interest  

* Unless you are a knowing party to fraud.

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Your payments going out

When we make a payment on your behalf, we’ll act on your instruction when received on a business day and before our payment cut-off time, detailed in our Business Banking ‘Payment Transaction’ brochure. Bulk payments service – a simple, convenient and secure way to make regular payments such as paying staff, expenses and supplier payments. It’s ideal for businesses that make up to 25 payments in one batch and can be done online. Standing orders – for paying out the same amount on a regular basis, such as rent or wages, and are cheaper and more efficient than paying by cheque. Direct Debits – many companies offer discounts for paying by Direct Debit. It’s a cheaper, more efficient way of making regular payments than by cheque. You can cancel most Direct Debits and standing orders immediately by using Business Internet banking, up to the end of the business day and before your next payment date.

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Recurring transactions – are regular payments and also known as continuous payments. They are set up directly with the retailer and made with your Business Debit or Charge Card to pay for expected outgoings such as magazine subscriptions but are not protected by the Direct Debit guarantee scheme. To cancel a recurring transaction it’s best to let the person you’re paying know, and give them enough notice to be able to cancel payments or to arrange an alternative payment method. You can also let us know and we will advise them that you don’t want to make any further payments.

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Online payment control – if you register for Internet Banking you can choose two or three people to authorise all online payments and set individual payment limits for delegate users on the account. CHAPS – an electronic, bankto-bank payment system that guarantees same business day payment of cleared funds in the UK. You can go online to check that the sort code you are sending a payment to can receive Faster Payments, Bacs Credits and CHAPS payments. To find out more or to check a sort code, go to the payments section of our website at bankofscotlandbusiness.co.uk

Bulk payments are ideal for businesses as they can make up to 25 payments in one batch and can be done online.

Faster Payments – a payment service that lets you make and receive Sterling payments within the UK in a matter of hours, and often minutes. Payments made through telephone banking, and any Internet banking payments which are over the limit for sameday, will be processed overnight and will reach the recipient’s bank the business day after the payment instruction was received by us. Payment cut-off and transaction times – our cut-off times are detailed in our Business Banking ‘Payment Transaction’ brochure.

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Your payments going out

Business Charge Card payments The total value of each month’s card transactions is taken from your Bank of Scotland Business Current Account by non-returnable Direct Debit. To find out more, please see the Business Charge Card terms and conditions. Cards are issued subject to application to your business management team.

Payments by cheque Payments out by cheque will typically clear according to the clearing cycle shown on pages 8 and 9 of this brochure. Returned cheques – if there’s not enough money in your account to cover a cheque you’ve written, it may be returned unpaid. If this happens, we’ll notify you within two business days and let you know how much you’ll be charged. Out-of-date cheques – are usually only a concern if the cheque is of a very high value. So if you have one that’s more than six months old, it’s worth asking the person who wrote it to issue a new one and destroy or return the original.

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Stopping a cheque – if you ever need to stop payment on a cheque, call us first on 0345 300 0268 and confirm your request in writing. You’ll need to add details of any replacement cheque you’ve written. This must be done before the cheque is presented for payment.

To find out the cost of stopping a cheque, please see the Business Banking ‘Your account charges explained’ brochure in this pack. Remember, stopping a cheque doesn’t cancel your legal obligation to pay for goods or services.

To stop a cheque, we need to know: AA The cheque number AA The amount AA The date it was issued AA Who it was made payable to.

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Money management Made easy for business à Internet banking

é Mobile banking

Business Internet banking, our 24/7 internet banking service,1 gives you access to your accounts whenever you need. You can check balances, transfer money, view statements, pay bills and manage standing orders and Direct Debits, as well as make international payments. All your online only transactions are free of charge, even once your free introductory banking period ends.

You can now access your business accounts on the move with our secure Business Mobile Banking app.2 Log on using just three characters of your memorable information to manage all your eligible accounts. Once downloaded you can view balances, statements and transactions, make payments to existing beneficiaries and transfer money without your card and card reader.

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 ccasionally we may need to carry out O essential maintenance to our internet banking service, resulting in some interruption to the service.

Download the app from Apple App Store or Google Play by searching for Bank of Scotland Business. 2

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 e don’t charge you for Mobile banking W but your mobile operator may charge you for certain services such as downloading or using the app, so please check with them. Our new app requires iOS 7.0 or above, or Android 4.1 or above. Internet banking registration required. Services may be affected by phone signal and functionality. Use of Mobile banking is subject to our Business Internet Banking terms and conditions.

To register for Internet banking go to bankofscotlandbusiness.co.uk/online-banking 14

Ë Telephone banking

ĝ Text alerts

You can discuss your banking with your business management team on the phone. We will work with you to support your individual business needs and help you take advantage of opportunities as they arise. As your business grows, they can also offer support for more complex banking needs. You can speak to our advisers on 0345 300 0268 between 7am–8pm Monday to Friday (except Bank Holidays) and 9am–2pm on Saturday.

Once you’ve registered for Internet banking, you can also register for our free Text alerts service. Receive daily or weekly updates on your account balance and recent transactions direct to your mobile phone on the day that you choose.

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ÿ PhoneBank for Business

PhoneBank® for Business lets you check your account balance and recent transactions or transfer money between Bank of Scotland accounts, 24/7, using our automated service.

To register, go to bankofscotlandbusiness.co.uk/ online-banking

á Cash machines You can use Bank of Scotland, Halifax and Lloyds Bank cash machines to check balances and withdraw cash. You can also get cash from any LINK or Visa machine anywhere in the world. Bank of Scotland will not charge you for these services but some Link machines may charge a convenience fee.

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Money management Made easy for business Ñ

Immediate Deposit Machine

In a hurry? Then use our Immediate Deposit Machines to make fast cash and cheque deposits. They’re available at larger Bank of Scotland branches, and you can pay in up to five cheques or 50 notes per transaction, quickly and efficiently using your Business Debit or Key Card. You’ll be issued with a receipt that gives a breakdown of your transaction and shows a copy of any cheques deposited. Cash is added to your account straight away and funds from cheques will be made available after a minimum of four working days and will earn interest after two working days.

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depositpoint™ and Express Pay In™

Using depositpoint™ or Express Pay In enables you to make payments into your account quickly and without fuss. depositpoint™ is available in most Lloyds Bank branches and Express Pay In in most Bank of Scotland branches. They are cash and cheque envelope or bag drop services; however, no receipt is issued. As long as the envelope or bag is posted prior to the displayed closure time for the facility, your credit will be in your account by the end of the day.

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Use our Immediate Deposit Machines to make fast cash and cheque deposits at our larger Bank of Scotland branches.

h Deferred checking

ė Nightsafe

Avoid having to wait while we check your over-the-counter deposits. To use this service place your credit, cash and/or cheques in a sealed plastic bag and hand it in at any branch. We’ll then issue you with a receipt confirming you have made the deposit. Your account will be credited by the end of the day.

You can use our Nightsafe to pay in money outside of banking hours at a time that is convenient to you — your account will be credited the next working day. Please ask locally where your nearest Nightsafe facility is. (Please see our Business Banking ‘Your account charges explained’ brochure for further information.)

ë Bulk schemes A secure, efficient and cost effective way to pay-in or withdraw large amounts of cash. This service is provided in conjunction with a bank authorised security carrier. For more information, please speak to your business management team.

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Need some help?

Can’t access your Internet banking account? Internet banking is a great tool but if you can’t access your account, go to the Internet banking log on screen and click on the ‘Having problems logging on?’ button. Complete the online form, click ‘Continue’, then follow the on screen instructions to get back online – please make a note of any reference number we give you. You may be required to complete a form and return it to us. We will confirm your identity prior to your Internet banking account being reset1.

Business changes When you need to amend your business details (change of address, change in business type, change of name, etc.) call 0345 300 0268 and we’ll arrange for you to speak to your business management team.

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Your PIN It needs to be protected but it’s easily forgotten too. Don’t worry if you have, just call us on 0345 300 4709 or go in to your local branch and we’ll issue you with a new one. If you’ve lost a card, call customer card services immediately on 0345 300 0344 or if you’re calling from abroad, call +44 131 454 1605. And when you do get your PIN, remember not to write it down for security reasons. We will never send you an email asking you to reveal it.

Account aggregation View some, or all, of the online accounts you hold with several different banking or finance providers. We don’t offer this service so please be aware that if you do use an external account aggregation service, you may be liable for any fraud or mistakes that occur as a result.

 ccasionally we may need to carry out essential maintenance to Business Internet Banking, O resulting in some interruption to the service.

Call 0345 300 0268 if you need to change your business details, 0345 300 4709 if you have forgotten your PIN or 0345 300 0344 if you've lost a card.

Your personal and business information This information (including your name and address) is kept private and confidential, even if you’re no longer a customer. It isn’t disclosed to anyone outside Lloyds Banking Group except in the following cases: AA If we’re legally obliged to provide information AA If we have a public duty to reveal information AA If it is needed by our agents and others involved in running accounts and services for you or your business

AA If we or others need to investigate or prevent crime AA If our interests are threatened – where we suspect fraud, for example. This will not be used as an excuse for revealing information about you or your accounts to anyone, including other companies in our group for marketing purposes AA If you ask us to reveal the information, or if we have your or the business’ written permission. If we’re asked to answer a query about your financial status, we’ll make sure we have your permission before responding. For more information go to our Privacy Statement at bankofscotland.co.uk/ securityandprivacy

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Need some help?

ò Extra security

and stolen business Đ Lost cards and cheques

There are a few other precautions you need to take to protect your account.

If your cheque book or any cards are stolen or passwords and any other secure information becomes known to others, please notify us immediately or you may be liable to cover the costs. In some circumstances you may not have to pay anything, however, if you have acted fraudulently or without all reasonable care, you will be responsible to cover all the losses in your account.

AA Regularly check your email inbox for scams, never click on them and call us if you are suspicious. AA Bank of Scotland will never send emails asking for any of your account security information such as PINs or passwords to be submitted by email. AA Be aware of calls from fraudsters, purporting to be from Bank of Scotland, or other official institutions. AA Don’t tell anyone your account details or your PIN. AA Always keep your cheque book and card separate.

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recognise an À Don’t account transaction? Call our team of UK-based customer service advisers immediately with the transaction details on 0345 300 0268 and we’ll look into the item on your behalf. We may require you to sign a declaration form disclaiming your knowledge of the transaction(s) and we might block your account number for security purposes in cases where there is suspected unauthorised or fraudulent use of your account.

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Online tools To get you growing of online tools È Atosuite help your business AA Accounting – manage your bookkeeping, cash flow, invoicing, expenses and VAT. AA Expense management – HMRC approved tool to gather store and process your receipts and invoices for VAT returns. AA Legal assistance – access a library of up-to-date legal documents, letters and contracts produced by professional lawyers.

AA Website builder – create and manage your own online presence. AA Credit checking – check any company’s credit history, director reports, risk score and key financials. AA Email hosting – create branded, personalised email addresses with your own domain. AA Online back up – protect your files in a secure cloud service. AA Business planning – write your own business plan and track your business performance.

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After the free trial, you can select and pay for tools on a monthly basis, and cancel them at any time. For more information go to toolbox.bankofscotland.com

Ô Getting started

time U Save and money

We can offer you a 30 day free trial of the Business ToolBox which gives you a range of online tools to help you start, manage and grow your business, all from a single sign on password protected dashboard. For more information go to toolbox.bankofscotland.com  

Each tool is designed to make your business run as smoothly as possible – without the need for technical experience or expertise. All tools are priced at or below RRP, and you pay for tools on a monthly basis. Giving you the flexibility to add or cancel tools at anytime based on your business needs.  

No payment details are required to start your free trial and we will not auto enrol you once your trial finishes.

The Business ToolBox is provided by Smarta, a UK-based small business advice platform.

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Help when you need it To keep on track Running a business is complex at the best of times. When faced with new challenges and opportunities it makes all the difference if you can find information and answers fast. online ì Free resource

It can help you:

Business KnowledgeBox is a suite of useful online information to help you start, manage and grow your business.

AA Find guidance for your business and marketing plan

AA Research your business idea

AA Understand important legal and trading regulations that may apply to you AA Source useful information to help grow your business AA Run your business more effectively. You can use the information supplied through Business KnowledgeBox for your own personal use, to help you run, manage and grow your business. You may not copy or pass the information on to any third parties, or republish, sell or distribute the information by any means.

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to help Ú Information your business AA Business profiles explain the current market trends, trading challenges and legal requirements for some specific professions.

To access Business KnowledgeBox you must register for Internet Banking. Once you’re logged in, follow the signpost to Business KnowledgeBox from your account overview page.

AA Business information factsheets cover starting up, managing and growing your business. AA Sector guides include updates on the latest news and developments across small business sectors. AA Local area profiles provide details of organisations that provide business support, funding and information.

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Protect today Safeguard the future When you’re working so hard to build your business it makes sense to protect it too. Bank of Scotland Business Insurance Services, provided by Arthur J. Gallagher Insurance Brokers Limited, can advise you on the insurance you need to safeguard your livelihood for the future. Plus with selected insurers, you can fix your premium for two years when you remain claim free. There’s no obligation to stay and no penalties if you choose to leave after the first 12 months.

The offer is available to our business current account customers. Terms & conditions apply. Benefit from: AA Quotes sourced from a panel of leading insurers, chosen for their competitive prices and range of cover. AA Support from a team of UKbased experienced advisers to help you choose the right cover for your business.

If your business needs change, you can amend your insurance and it will be re-fixed at the new premium for the remainder of the fixed term period (excludes optional extras).

AA Immediate cover available to give you peace of mind straight away.

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AA A specialist service for businesses with more complex insurance needs.

Visit us online at bankofscotlandbusiness.co.uk/ insurance or call the business insurance team on 0345 377 0005. 26

AA A policy being tailored to your business’ insurance needs.

Versatile services Smoother cash flow Cards make it easy Debit and Charge Cards are less bulky and more convenient than cash and cheques. Your business management team can help you apply for any of these cards, call 0345 300 0268. Business Charge Cards carry an annual fee of £32 per card per year.

£700 Business Debit Card Offers easy payment tracking and can save money on cash withdrawals and the cost of writing cheques. You can withdraw up to £700 per day from our cash machines..

41 days Business Charge Card*

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

A cost effective way of paying for everyday business expenses and helps cash flow by providing up to 41 days’ interest-free credit on Sterling purchases. You can decide how many cards to issue and what limits to set.

*Charges could be applied to your Business Current Account if there are insufficient funds in your account to cover the Direct Debit payment for the full balance of your Business Charge Card.

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Tailored merchant services To suit your customers Cardnet® helps your business meet customers’ needs by accepting payments from all major cards in person, online or over the phone. Our merchant services are tailored to your specific needs and business size, and are flexible to change and grow with you. Cardnet offers high levels of security and fraud protection, an intuitive online reporting tool and excellent UK-based customer support – all at a competitive price.

Ask about Cardnet®, Lloyds Banking Group’s card payment acceptance service with these additional benefits: AA Bespoke or fixed pricing options depending on how you trade. We can help you choose the right one for your business. AA Merchant services to suit the way you trade: face-to-face, remotely or online AA Wide range of card machines to choose from AA Flexibility as your business grows AA Comprehensive online reporting AA Experienced, UK-based support.

For more details visit lloydsbankcardnet.com or call our dedicated team on 0800 056 8669 from 9am–5pm, Monday to Friday. 28

Business planning products Support where it counts Flexible finance We offer a range of lending products, adaptable enough to support almost any business plan. We offer a range of loans, which can help to grow your business or purchase essential equipment, with the following features: AA Fixed or variable interest rate AA Term lengths up to 25 years AA Secured or unsecured lending AA Borrow from £1,000.00 Business Overdrafts can help ensure extra funds are available when you need them. Our Business Overdrafts have the following features: AA Only pay interest on the funds you use AA Apply for a limit that suits your business

AA Business Overdrafts track the Bank of England bank rate. AA Business Overdrafts are available for any period up to 12 months. Invoice finance We can provide an advance on invoices to ensure flexible working capital to help with business finances. Asset finance A way to fund the purchase of business critical assets and spread the payments over an agreed term avoiding any big one-off payments.

Choosing the right finance Our easy to use online tools can help you choose the right business finance – check out our finance selector and loan calculator online at bankofscotlandbusiness.co.uk/ loans-and-finance

Any property given as security, which may include your home, may be repossessed if you do not keep up repayments on your mortgage or other debts secured on it. All lending is subject to a satisfactory credit assessment and we will need your permission to carry out a credit check on you and your business. You should not apply for an amount that you cannot comfortably afford to repay now and in the future, to avoid the possibility of legal action.

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Business planning products Support where it counts Savings and investments If you have a cash surplus, put it to the best use possible. Choose an account that suits your needs – whether you’re making short-term savings, such as saving for the next VAT payment, or building longterm reserves. AA Instant access accounts give you the flexibility you need for managing cashflow and help you make the most of your day-to‑day surplus funds.

AA Fixed Term Deposits guarantee a fixed interest return on amounts over £10,000 and are typically available overnight to one year. AA Clients’ accounts are suitable for any professional practice or other business that holds money for its clients.

AA 32-Day Base Linked Notice Account – earn a higher rate of interest when you don’t make a withdrawal, with an interest rate that tracks the Bank of England bank rate.

To discuss which account is the  right one for your business, visit  bankofscotlandbusiness.co.uk/ savings

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International services If you are looking to do business overseas or already have international business interests, we provide a range of products and services to help you trade abroad with confidence, such as: AA International payments and currency accounts – make and receive payments in a wide range of currencies AA Forward exchange contracts – manage fluctuations in foreign currency giving your business greater security and helping you budget AA Trade services – reduce the risk of importing and exporting. To find out more about our international products and services, please visit bankofscotlandbusiness.co.uk/ international

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If something goes wrong

We want your business to be successful. However, there may be times throughout your economic cycle when you need extra support. Our approach is to work with you and your circumstances and take the longer-term view. Let us know as soon as possible if there’s a problem and we’ll deal with any financial difficulty sympathetically and positively. We follow The Lending Code which details how we can best work together to deal with problems of financial difficulty. ‘A Guide to The Lending Code’ is available – please ask your business management team for a copy.

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The Lending Code can be downloaded from the Lending Standards Board at www.lendingstandardsboard.org.uk or our website www.bankofscotlandbusiness.co.uk

Get in touch If something goes wrong please call us. It will help if you have the following information to hand: AA All relevant bank details – account number, sort code, card, policy or investment number AA Photocopies of any supporting paperwork, keeping the originals for your own records.

How to make a complaint

Or you can call our:

If you are unhappy with something we’ve done and would like to make a complaint:

AA Business management team on 0345 300 0268 from 7am–8pm Monday to Friday, or from 9am–2pm on Saturday. We’re closed on all UK public holidays. To call us from outside the UK call +44 131 549 8724. You can also call us on Textphone 0345 300 2755

AA Make sure your usual contact at the bank knows about your complaint and tell them how you think it could be resolved. We’ll respond to you, usually within five business days.

AA Alternatively, you can raise your complaint with Customer Services. Write to The Manager, Bank of Scotland, Customer Services, PO Box 761, Leeds LS1 9JF.

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If something goes wrong

Taking your complaint further Business customers that are microenterprises with a group annual turnover or balance sheet of up to £2 million (Sterling equivalent) and who have fewer than 10 employees may be eligible to take their complaint to the Financial Ombudsman Service. If you have a complaint and we haven’t issued our response within eight weeks from the date you first raised your complaint, or if you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review. The Financial Ombudsman Service will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help. Write to Financial Ombudsman Service, Exchange Tower, London E14 9SR.

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Or you can call on: AA 0800 023 4567 calls to this number are normally free for people ringing from a ‘fixed line’ phone – but charges may apply if you call from a mobile phone AA 0300 123 9123 calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs AA These numbers may not be available from outside the UK – so from abroad call on +44 20 7964 0500. For further information visit the Financial Ombudsman Service website at www.financialombudsman.org.uk The Financial Services & Markets Act 2000 sets out timescales for dealing with such complaints. To reduce inconvenience to you, we aim to reduce those timescales wherever possible.

Changing your mind When you open a new account we will inform you of any right to cancel. If you do want to cancel, please write to us at Bank of Scotland, Business Banking, Operations, Citymark, 150 Fountainbridge, Edinburgh EH3 9PE within 14 days of receiving our letter and we will be happy to cancel the account. Any requests for payment we receive after you exercise your right to cancel will be returned and products or services which require this account to operate will also be cancelled. We will repay to you any credit balance in your account together with any interest due if credit interest is paid on your account.

You will be required to pay any charges for day-to-day banking or other services that you may incur before we receive your request to cancel the account and we will deduct these charges from the monies we return to you. Where possible we will help you find an account from our range which better suits your needs. The right to cancel does not affect your ongoing right to close the account as set out in the terms and conditions. If your account is overdrawn you must repay the outstanding balance together with any interest and charges that you owe us within 30 days of exercising your right to cancel.

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Useful contacts

British Chambers of Commerce www.britishchambers.org.uk 0207 654 5800

National Enterprise Network www.nationalenterprisenetwork.org 01908 605130

Companies House www.companieshouse.gov.uk 0303 1234 500

HM Revenue & Customs www.hmrc.gov.uk

Enterprise Nation www.enterprisenation.com Federation of Small Businesses (FSB) www.fsb.org.uk 0808 2020 888 Forum of Private Business (FPB) www.fpb.org 0845 130 1722 Gov.UK www.gov.uk/browse/business 0845 600 9006

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UK Intellectual Property Office www.ipo.gov.uk 0300 300 2000 Money Advice Service www.moneyadviceservice.co.uk You may also wish to consider taking advice from your existing professional adviser or a free, independent business support organisation. More information on debt counselling, debt adjusting and the provision of credit information services can be found via the Money Advice Service website.

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If you have been turned down for finance Did you know…? Business Banking customers have the right of appeal when a full borrowing application is declined. Check our website or speak to your business management team for details or call us on 0345 300 0268. When we agree your request, if there are any conditions of sanction you are unhappy with, you can appeal them before you return the signed facility agreement, so we can independently review your case. Our appeals process is overseen and audited by the Independent External Reviewer of Appeals.

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Appeals for borrowing

Business finance declined? You can ask for the decision to be reviewed.

Our service promise

If you experience a problem, we will always try to resolve it as quickly as possible. Please bring it to the attention of any member of staff. Our complaints procedures are published at bankofscotlandbusiness.co.uk/contactus Important information Bank of Scotland plc Registered Office: The Mound, Edinburgh EH1 1YZ. Registered in Scotland No. SC327000. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under Registration Number 169628. We subscribe to The Lending Code; copies of the Code can be obtained from www.lendingstandardsboard.org.uk Eligible deposits with us are protected by the Financial Services Compensation Scheme (FSCS). We are covered by the Financial Ombudsman Service (FOS). Please note that due to FSCS and FOS eligibility criteria not all Business customers will be covered. Invoice Finance, Asset Finance, Asset Based Lending and Debtor Protection facilities are provided by Lloyds Bank Commercial Finance. Payroll Finance facilities are provided by Cash Friday. Lloyds Bank Commercial Finance and Cash Friday are trading names of Lloyds Bank Commercial Finance Ltd. Registered office: No.1, Brookhill Way, Banbury OX16 3EL. Registered in England and Wales no. 733011. Lloyds Bank Commercial Finance Limited is part of Lloyds Banking Group and is authorised and regulated by the Financial Conduct Authority for activities relating to certain types of consumer credit which are regulated under the Consumer Credit Act 1974 and by the Financial Services and Markets Act 2000. We are not deposit takers and are not regulated by the Prudential Regulation Authority. When using these products and services your agreement will be with a Lloyds Banking Group company whose terms and conditions will apply. The provision of credit or leasing services by us is subject to your meeting our Credit approval. Please ensure that you only apply for credit or leasing services that you can comfortably afford. The Lloyds Banking Group includes companies using brands including Lloyds Bank, Halifax and Bank of Scotland and their associated companies. More information on the Lloyds Banking Group can be found at lloydsbankinggroup.com. Bank of Scotland plc is an introducer to Arthur J. Gallagher Insurance Brokers Limited who arrange and administer Bank of Scotland Insurance Services and source products from a panel of insurers. Cardnet® is a registered trademark of Lloyds Bank plc. depositpoint™ is a trademark and is used under licence by Bank of Scotland plc. Information correct as at June 2016.

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Get in touch

ìì bankofscotlandbusiness.co.uk ĀĀ 0345 300 0268 GG Visit your local branch *

Please contact us if you would like this information in an alternative format such as Braille, large print or audio. If you have a hearing or speech impairment you can use Text Relay (previously Typetalk) or if you would prefer to use a Textphone, please feel free to call us on 0345 300 2755 (lines open 7am–8pm, Monday–Friday and 9am–2pm Saturday). Calls may be monitored or recorded in case we need to check we’ve carried out your instructions correctly and to help improve our quality of service. * 7am–8pm Monday to Friday, and from 9am–2pm on Saturday, excluding UK public holidays.

BB1/4520263-7 (06/16)