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					Royalties Gold
Service Guide
                 Your account is packed with benefits to save you
                 money and enhance your lifestyle. To help you
                 make the most of everything on offer, this
                 Service Guide has been designed with simplicity
                 in mind.




                 Royalties Gold has been awarded a 5 Star
                 Rating from Defaqto, which means that it is
                 among the best accounts in the market.
                 Defaqto’s rating reflects the exceptional benefits
                 and levels of cover on offer. Defaqto is an
                 independent financial product research
                 company (February 2011).
                 Please take a look at the contents page opposite.
                 All your benefits have been divided into 5
                 sections. Simply choose the area that you are
Royalties Gold
                 interested in and turn to the appropriate page.
                 There you’ll find a description of exactly what the
                 benefits are and how to take advantage of them.
                 For many of your benefits, you can simply call
                 Royalties Membership Services with your
                 membership number at hand. Your membership
                 number is made up of your branch sort code and
                 Royalties Gold account number.

                 Certain benefits are only applicable to
                 customers who are UK residents. Please
                 review your Terms and Conditions for more
                 information or refer to your membership
                 services site for more information.
                 Royalties Membership Services

                 08705 62 55 55
                 Customers with hearing and
                 speech impairments can contact
                 us by Minicom

                 08456 00 05 12
                 Lines are open 8am–8pm weekdays (except
                 Bank Holidays) and 9am–5pm Saturdays.
                 Calls may be recorded.
                 This brochure is also available in Braille, large print or
                 on audio format.
                                       Banking              Page
                                       Introduction             4




                                                                     Contents
                                     Tailored Loans             4
                                       Credit Cards             5
                            Special Mortgage Offer              6
                       Preferential Overdraft Rates             7
                         Payment Card Protection                8
                       Accidental Death Insurance               9
                           Mobile Phone Insurance              10
                          Identity Theft Protection            11




                             Entertainment                  Page
                                      Introduction             12
                        Discounted Dining Service              12
                            Ticket Booking Service             13
                                Freetime Activities            14




                                           Home             Page
                                    Introduction               15
                         Home Emergency Service                15
                      Discounted Home Insurance                16
                              Extended Warranty                17




                                               Car          Page
                                     Introduction              18
                             Car Breakdown Cover               18
                         Discounted Car Insurance              19




                                            Travel          Page
                                     Introduction              20
                                    Travel Service             20
                      UK Airport Lounge Access                 21
       UK & Worldwide Multi-trip Travel Insurance              22
                          Travel Money Services                23




                    Terms and Conditions                    Page
                                                           24-48




  Please take time to read the Terms and Conditions at the back
of this booklet and Insurance Policy booklets which are enclosed
        within your Welcome Pack for full details of each benefit.
    Banking
    First and foremost, at The Royal Bank of Scotland we are experts in providing financial services.
    As a member of Royalties Gold, we offer you tailored rates and discounts on a wide range of our
    personal finance products. So whether you’re saving, spending, borrowing or looking for a better
    deal on your mortgage, Royalties Gold could have a positive effect on your plans.



    Tailored rate on Loans
    Why is it useful?
    Sometimes life involves a little extra expenditure. When it does, you can take
    advantage of our tailored loans (excluding online loans).
    A Personal Loan from The Royal Bank of Scotland has a fixed rate so your repayments
    stay the same for the duration of your loan, even if interest rates don’t.
    There’s also a choice of repayment periods, with up to 5 years to repay amounts up to
    £15,000 and 7 years for larger amounts.


      How do I take advantage?
          – Contact your branch.
          – Call 0800 121 121 and quote Royalties Gold.
          – If you have access to a minicom dial 0800 404 6160.




    Loans: Over 18s only.


4
                                                                                           Banking
Credit Cards
Why is it useful?
The Royal Bank of Scotland Credit Card has a range of features including: online
account management and a range of security features to protect you when you use
your card.


As a Royalties Gold member you could access a tailored credit card rate. Visit your
local branch or speak to a Customer Adviser to find out more
about our card.


  How do I take advantage?
  To apply –
      – Apply in branch.
      – Apply online at www.rbs.co.uk/creditcards
      – Call us on 0800 16 16 16, minicom 0800 028 5304
        and advise you are a Royalties Gold member.
  Please ensure you have read and understood the Terms and Conditions at the back of
  this booklet.




Credit Cards: Over 18s only.


                                                                                       5
    Special Mortgage Offer
    Why is it useful?
    Your mortgage is probably the single biggest financial commitment you’ll make. Look
    out for our mortgage offer for Royalties Gold customers and contact us
    for more details or a quote. Don’t worry about switching your mortgage – on selected
    mortgages we’ll do all the hard work for you and we won’t charge you legal and
    valuation fees for a standard remortgage, providing you use our nominated solicitor
    and valuer. You will need to pay any expenses relating to unusual matters and any
    early repayment charge, which may be charged by your existing lender. You are
    entitled to independent legal advice and will be responsible for that cost. You can add
    these costs on to your mortgage with us, so remember to mention them to your
    mortgage adviser.


      How do I take advantage?
          – Call Mortgages Direct on 0800 056 0567 and quote Royalties Gold.
          – If you have access to a minicom dial 0800 404 6160.
          – Contact your branch.




    Mortgages: Over 18s only.

         YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS
                              ON YOUR MORTGAGE


6
                                                                                              Banking
Preferential Overdraft Rates
Why is it useful?
You can arrange an interest-free overdraft facility with an arranged overdraft limit of
£250, to act as a helpful buffer zone. If you stay within this limit, you won’t pay any
interest at all. If you anticipate needing to borrow more, we also offer arranged
overdrafts of up to £15,000 with preferential rates of interest. This brochure should
be read together with the enclosed Personal & Private Current Account Fees and
Interest Rates.


  How do I take advantage?
       – Call Direct Banking (if registered) on 08457 24 24 24.
       – To join Direct Banking call 08457 22 23 45.
       – Customers with hearing and speech impairments can contact us by Minicom
         0845 900 5960.
       – Contact your branch.




Credit facilities: Over 18s only.

                                                                                          7
    Payment Card Protection
    Why is it useful?
    The freedom and convenience of debit and credit cards quickly turns to worry and
    hassle if they are lost or stolen. As a Royalties Gold member, once you have registered
    your cards, you automatically qualify for Payment Card Protection. To register please
    call the Royalties Membership Services. You can register as many UK issued cards as
    you like, including those belonging to your domestic partner and any dependants
    permanently residing at your address. In the event of an emergency, one simple phone
    call cancels all your registered cards that have been lost or stolen, regardless of which
    provider they’re from.
    You can report lost or stolen cards 24 hours a day, 7 days a week. This policy covers
    any unauthorised spending (provided you report the loss within 24 hours of
    discovering it). With Payment Card Protection your maximum liability on each card
    would be up to £50 unless you act fraudulently or without reasonable care in which
    event you will be liable for all unauthorised spending. Plus, if you lose your cards
    abroad, we’ll advance you up to £1,000 emergency cash, plus a cash amount of up to
    £3,000 for the purchase of up to 4 replacement airline tickets for you and your family.
    (Cash advances are subject to status and availability and are repayable within one
    month of receipt, otherwise interest may be charged.) Please note if the cardholder
    has no ID due to it being lost or stolen, maximum advance is £350.
    To find out how you can protect yourself from security and fraud threats,
    visit www.rbs.co.uk/security

      How do I take advantage?
           – To register your cards, call Royalties Membership Services on
             08705 62 55 55, quoting your Royalties Gold membership number.
           – Customers with hearing and speech impairments can contact us by Minicom
             0845 600 0512.
           – If any of your cards are lost or stolen in the UK, call 0800 62 55 00.
           – If abroad, call +44 2392 67 01 01, reversing the charges, to report your cards
             missing and to arrange for your emergency cash and airline tickets.
      Please ensure you have read and understood the Terms and Conditions at the back of
      this booklet.




8
                                                                                                  Banking
Accidental Death Insurance
Why is it useful?
It’s not a comfortable thought, but if an accident were to happen, the last thing
your family would need is money worries. As a Royalties Gold customer, if you
were to die in an accident, your next of kin could be entitled to receive £15,000
Accidental Death Insurance (£200,000 if you’re travelling as a fare-paying or
pass-bearing passenger on licensed transport such as a train or plane).
For joint Royalties Gold account holders, the cover is split equally amongst the
account holders. And for persons aged 70 or over Accidental Death Insurance is
reduced by 50%, although passenger cover stays the same.


  How do I take advantage?
   ac – Cover is automatic – your Insurance Certificate is contained at the back of this
        booklet. Please put it in a safe place and tell your estate representative where to
        find it.
        Claims can be made by calling 0845 841 0059.




                                                                                              9
     Mobile Phone Insurance
     Why is it useful?
     Where would you be without your mobile phone? They are such an essential part of
     daily life, it’s hard to imagine being without one. As a Royalties Gold member when
     you register for Mobile Phone Insurance our cover includes all types of phones or PDAs
     that contain a SIM card. You’re covered against electrical/mechanical breakdown,
     accidental/malicious damage, loss and theft of your handset up to an original retail
     value of £1,000 including VAT. You are also covered for any unauthorised calls up to
     £1,500 including VAT per claim for monthly contract phones and up to £100 per
     claim on pay-as-you-go phones. Replacement phone accessories are also covered up
     to a retail price of £200 including VAT per claim in the event they are lost or stolen
     with your phone.
     Registration is required, cover commences 14 days after your registration is
     completed. If you need to update your registered phone, your phone will be covered
     immediately once you have re-registered. Full Terms and Conditions apply to this
     product, please refer to the back of this booklet.


       How do I take advantage?
       To activate your cover:
           – Call Royalties Membership Services on 08705 62 55 55.
           – Customers with hearing and speech impairments can contact us by Minicom
             08456 00 05 12.
           – Visit our website at www.rbs.co.uk/royalties anytime and enter the following
             password: gold.
       Please ensure you have read and understood the Terms and Conditions at the back of
       this booklet.




10
                                                                                                  Banking
Identity Theft Protection
Why is it useful?
Identity theft is the criminal use of your personal or financial details. Your identity is
extremely valuable. In 2010 approximately 100,000 cases of identity fraud were
recorded*. Our Identity Theft Protection will give you reassurance.
*Source: CIFAS March 2011.


Royalties Gold Identity Theft Protection provides you with up to £5,000 cover for
expenses incurred by you in defending and restoring your credit status after
fraudulent activity.
It also provides:
G   Complimentary credit report with Equifax allowing you to view your credit history
    and any potentially fraudulent credit applications.
G   Emergency Helpline/Victim of Fraud Support Service.
G   Valuable document registration service.
G   Online card monitoring providing you with a proactive, real time solution to
    potential cyber crime (see member site for details).
G   CIFAS Protective Registration offering extra protection against any
    potential fraud.
Please refer to the Policy Document for further information.


     How do I take advantage?
     To activate your cover:
         – Call 08705 62 55 55, quoting your Royalties Gold Membership number. Lines are
           open Monday to Friday 8am-8pm, Saturdays 9am-5pm.
         – Customers with hearing and speech impairments can contact us by Minicom
           08456 00 05 12.
     Please ensure you have read and understood the Terms and Conditions at the back of
     this booklet.




                                                                                             11
     Entertainment
     Royalties Gold helps you make the most of your leisure time with our range of entertainment
     benefits. There’s no limit to how often you use them – so you can enjoy the finer things in life for
     less, throughout the year.



     Discounted Dining Service
     Why is it useful?
     From popping out for a quick bite with friends to fine dining in sumptuous
     surroundings, eating out is one of life’s more enjoyable activities. With Royalties Gold,
     you and up to 3 others can dine out in a choice of UK restaurants and then claim 25%
     off the total bill1, including drinks. What’s more, there’s no limit to how often you can
     use this benefit. Bookings for the same day must be made before 5pm and at least
     2 hours before the dining time.


     1 The Jade 25% discount applies to the entire bill. Drinks and VAT are included,
       but gratuities and non-food or non-beverage purchases such as cigarettes are
       excluded. The discount is subject to availability at the time of booking so please
       be prepared to be flexible over your dining time to avoid disappointment,
       especially at weekends. Further important information can be found within the
       Terms and Conditions at the back of this booklet.


        How do I take advantage?
        The Royalties Gold Dining Guide details some of the restaurants at which you can use
        your discount. However, for full restaurant listings:
            – Visit our website at www.rbs.co.uk/royalties anytime and enter the following
              password: gold.
        Please ensure you have read and understood the Terms and Conditions at the back of
        this booklet.




12
Ticket Booking Service
Why is it useful?




                                                                                               Entertainment
Your Royalties Gold account is your ticket to live entertainment at reduced prices.
Get 25% cash-back on up to 6 tickets, for as many events as you like within the UK
and Ireland, subject to availability. Please refer to the full Terms and Conditions on
the website and at the back of this welcome guide before using the service or
making a booking.
You can attain cash-back on theatre shows, dance, opera, concert performances, and
live shows throughout the UK.
Enjoy a 25% saving
We will notify you by email when your 25% cash-back has been calculated and
available for you to view in your online cash-back summary. Don’t forget to check
your summary regularly to see any pending payments plus all of the cash-back
you have been paid to date (all cash-back entitlements will be paid into your
Royalties Gold account within 30 days of booking).
Ticket Concierge Service
If you can’t find what you are looking for online, then speak to one of our Ticket
Concierge advisers by telephoning Membership Services on 08705 62 55 55 and if
the event is available, we’ll book it.
Up to 6 tickets per event
Remember, there is no limit to the number of times you may use the service to
book tickets and you will receive cash-back on up to 6 tickets per event every time.
The more fun you have, the more money you save

  How do I take advantage?
      – You can book online by visiting www.rbs.co.uk/royalties and enter the following
        password: gold.
      – Call Membership Services on 08705 62 55 55 with your ticket requirements.
      – Customers with hearing and speech impairments can contact us by Minicom
        08456 00 05 12.
  Please ensure you have read and understood the Terms and Conditions at the back of
  this booklet.



                                                                                          13
     Freetime Activities
     Why is it useful?
     Savings at a range of the UK’s leading attractions
     You can enjoy a variety of discounts for all the family at leading attractions
     throughout the UK, such as theme parks, castles, zoos and sea life centres.

     2 for 1 tickets on sports, fun and adventure activities
     Why not consider a new hobby with 2 for 1 offers on activities such as golf lessons,
     scuba diving or reflexology.

     10% off Royalties Experiences
     You could take advantage of at least 10% discount at all Royalties Experiences, from
     rally driving and hot air balloon flights, to spa days and cookery courses.
     Details of the venues, discounts, booking instructions and full Terms and Conditions
     are included in the Freetime Activities Guide.


       How do I take advantage?
           – Call Royalties Membership Services on 08705 62 55 55 to request your free copy
             of the Freetime Activities Guide. It may be necessary to book in advance for some
             attractions and/or present a voucher – details and vouchers can be found in the
             guide. You must also take your Royalties Gold membership card with you and
             present it at the venue on arrival.
           – Customers with hearing and speech impairments can contact us by Minicom
             08456 00 05 12.
       Please ensure you have read and understood the Terms and Conditions at the back of
       this booklet.




14
Home
It can take years of hard work to create a home that you’re proud of and comfortable in. Which is
why Royalties Gold includes a wide range of insurance features to help protect your possessions.
From discounted home insurance and a 24 hour Home Emergency Service, to extended warranty,
Royalties Gold really could help you relax and enjoy your home.



Home Emergency Service
Why is it useful?
It’s a scenario most people dread: where to find a reputable tradesperson in the event of
a home emergency. This service provides cover for incidents in your home which, if not
dealt with quickly, will make your home unsafe or insecure, cause damage to your
home and its contents or leave your home with a total loss of heating, lighting or water.
We’ll arrange for an approved tradesperson to attend to your household emergency as
quickly as possible and also arrange payment for the costs of providing the emergency
assistance up to £500 (incl. VAT).
Our authorised repairers have expertise in the following:
G heating (excluding boilers over 10 years old and/or with an output exceeding 60kW




                                                                                                         Home
  and not serviced within the preceding 12 months)
G electrics and wiring

G external locks

G plumbing and drainage

G external windows and doors

G hot and cold water

In the event of an emergency occurring in your home, we will:
G advise you how to protect yourself and the home immediately when you call us

G organise and pay the cost of providing emergency assistance, including callout,

  labour and materials up to the limit of £500 (incl. VAT) provided they are covered by
  our home emergency insurance.


   How do I take advantage?
   Read the Royalties Gold home emergency service booklet, contained within your
   Welcome Pack for full Terms and Conditions.
      – Call the home emergency service 24 hour number: 0845 246 2984.
        – Customers with hearing and speech impairments can contact us by Minicom
          0800 051 30 30.
        – Home Emergency excludes Northern Ireland.
   Please ensure you have read and understood the Terms and Conditions at the back of
   this booklet.


                                                                                                    15
     Discounted 4 Star Defaqto Rated
     Home Insurance
     Why is it useful?
     As a Royalties Gold member you could benefit from an additional 10% off your
     first year’s home insurance premium, in addition to any discounts given to non
     Royalties Gold customers. Cover is subject to normal acceptance criteria. Discount
     excludes offers where we Guarantee to Beat your existing or renewal premium
     from another provider.


       How do I take advantage?
           – To arrange cover simply call the dedicated Royalties Gold home insurance
             number: 0845 303 4455, quoting your Royalties Gold membership number.
           – Customers with hearing and speech impairments can contact us by Minicom
             0800 051 30 30.
       Please ensure you have read and understood the Terms and Conditions at the back of
       this booklet.




16
Extended Warranty
Why is it useful?
To safeguard from expensive repair bills, should your domestic electrical products
break down, Royalties Gold offers an extended warranty service, allowing you to
cover as many items as you like, including those belonging to your domestic partner
and any dependants residing at your address, providing your purchases are made
with your RBS card. Extended Warranty covers repair costs up to the price you
paid for the insured item up to a maximum of £1,000 per item and up to £10,000
per customer per year. There is a £25 excess per claim.
The extended warranty service increases the original manufacturers warranty on
most electrical goods by an extra 2 years subject to a maximum of 3 years in total.




                                                                                                 Home
Cover however does not apply in the following instances, where a deposit has been
paid, ‘buy now pay later’ offers and interest free arrangements.
Terms and Conditions apply. Extended warranty cover includes most purchases of
domestic electrical products that you buy in the UK. Cover is only in force if you
pay for the item in full with a single transaction using your Royal Bank of Scotland
branded debit or credit card.


  How do I take advantage?
   ac – You are automatically covered for this service, provided you pay for the product
        with a Royal Bank of Scotland debit or credit card. Then just hold on to your
        receipt together with the original manufacturer’s warranty. If any product breaks
        down after the manufacturer’s warranty has expired, but before the additional two
        year period has passed, call Royalties Membership Services on 08705 62 55 55 to
        make a claim.
       – Customers with hearing and speech impairments can contact us by Minicom
         08456 00 05 12.
  Please ensure you have read and understood the Terms and Conditions at the back of
  this booklet.




                                                                                            17
     Car
     None of us can go on the roads without car insurance. As a Royalties Gold member, you can take
     advantage of complimentary Car Breakdown Cover and The Royal Bank of Scotland’s discounted
     car insurance.



     Car Breakdown Cover
     Why is it useful?
     Whether you break down at home or on the roadside, your car is automatically
     covered for roadside assistance. This service includes:
         G   Call-out and Roadside Assistance – anywhere in the UK
         G   Home-Call Recovery Service – if you can’t start your car on a cold winter morning
             or you break down a 1/4 mile from your home we can help
         G   If necessary, transportation to a local repairer (free recovery up to 10 miles)
         G   Cover for all cars registered to you at your home address

     Please note: You will have to pay any costs where transportation of the Insured
     Vehicle* exceeds 10 miles.


        How do I take advantage?
              – As you are automatically covered for breakdown cover, you do not need to take
                any further action unless you need to use the service or upgrade cover. If you are
                in an emergency situation please call 0800 068 5926.
              – Customers with hearing and speech impairments can contact us by Minicom
                0800 051 3030.
               If you would like to upgrade your cover call 0845 246 4298.
               Exclusions apply. For further information please see the Royalties Gold Insurance
               Policy Documents contained within your Welcome Pack. Please also ensure you
               have read and understood the Terms and Conditions at the back of this booklet.
               Call Car Breakdown Cover on 08705 62 55 55 for further information.




     *Please see terms and conditions at the back of this booklet for definition.


18
Discounted Car Insurance

Why is it useful?
As a Royalties Gold member you receive a 10% discount (subject to minimum
premium criteria) on your first year’s RBS Car Insurance premium. Cover includes
up to 65% no claims discount (up to 70% if you’re over 50), 24-hour accident
recovery on all comprehensive policies, and up to £1,000 in-car cover for your
permanently fitted stereo, TV, telephone and electronic navigation equipment.
If you already have a home insurance policy with us we’ll give you an additional
10% discount off your first year’s premium when you take out car insurance too.


  How do I take advantage?
        Call Royalties Membership Services on 08705 62 55 55, quoting your membership
        number and you’ll be connected to a Royalties Gold car insurance consultant.
        – Customers with hearing and speech impairments can contact us by Minicom
          08456 00 05 12.
         Visit our website at www.rbs.co.uk/royalties anytime and enter the following
         password: gold. To benefit from a 10% discount please enter the following
         promotional code: RBSR0Y in the quote form.
         – RBS Car Insurance excludes Northern Ireland.
  Please also ensure you have read and understood the Terms and Conditions at the back of
  this booklet.
                                                                                                 Car




                                                                                            19
     Travel
     We all need to get away every now and again, and what better way to start your holiday than
     with a choice of travel offers that could leave more money in your pocket to spend on your trip.
     Whatever you’re planning for your next break, Royalties Gold could cut the cost with a selection
     of carefully chosen features including family travel insurance, commission-free travel money,
     access to executive airport lounges and generous discounts on travel and hotels.



     Travel Service
     Why is it useful?
     Royalties Gold is particularly useful when it comes to saving money on travel.
     Whether it’s a family holiday or a weekend break, Royalties Gold members can claim
     discounts on a whole range of travel options (excluding direct sell companies*):
     G   10% off a range of packaged holidays and accommodation operated by major
         licensed tour operators (but not direct sell companies)
     G   10% off any scheduled or charter airline ticket
     G   10% off car rental reservations
     *eg Trailfinders, E-Bookers etc, and any reservations which cannot be booked
     through a travel agency or licensed major tour operators.


         How do I take advantage?
         G   Visit rbsroyalties.com/royalties Password: gold to browse and book anything from a
             flight to a package holiday and receive a 10% discount
         G   Alternatively, call Royalties Membership Services on 08705 62 55 55 quoting
             your Royalties Gold membership number. This service can also provide you with up to
             date information regarding health and visa requirements. Customers with hearing and
             speech impairments can contact us by Minicom 08456 00 05 12
         G   tell them your preferred destinations and departure dates
         G   once you’ve made your booking you can pay by debit or credit card to secure
             arrangements. If you’re making a booking within 12 weeks of departure date, you’ll be
             asked for full payment at the time of booking. Also please note that payment in full
             may be required on certain restricted scheduled flight deals where cancellation
             charges apply.
         G   official confirmation and an invoice for any remaining balance will be sent out to you
         G   approximately 2 weeks before you go, you’ll receive your tickets and travel documents.
             For last minute holidays and flights, tickets can be collected at the airport, a small
             charge may apply
         Please ensure you have read and understood the Terms and Conditions at the back of
         this booklet.




20
UK Airport Lounge Access
Why is it useful?
Airports are busy places at the best of times. So that you can avoid all the hustle
and bustle, Royalties Gold allows you, at no extra cost, access to the peace and
quiet of the executive lounge1 at selected UK airports2, when taking an
international flight booked through Royalties Membership Services. Along with
complimentary drinks and snacks, most lounges are also equipped with business
facilities. If, however, a flight abroad involves more than one UK airport departure,
please note that you will only be issued with one airport lounge voucher. Please
note, lounges are very popular and some locations have limited availability.
Please see Royalties Gold Terms and Conditions at the back of the brochure.
1 Entry to lounges is subject to the availability of the lounge allocation offered
  through this programme. If the allocation in the lounge is fully booked, no
  further vouchers can be issued.
2 Available to international travellers at some terminals. Lounges are available at
  the following UK airports: Aberdeen, Birmingham, Bristol, Cardiff, East Midlands,
  Edinburgh, Gatwick, Glasgow, Heathrow, Humberside, Leeds/Bradford, Liverpool,
  Luton, Manchester, Newcastle, Stansted and Tee-side. Airport lounge locations
  are subject to change.


  How do I take advantage?
      – Simply book your holiday or flight through the Royalties Travel Booking Service,
        as described in the travel discount page.
        Along with your tickets you’ll receive complimentary lounge admission for your
        outward bound journey – present your details when you arrive at the lounge.
        If you have booked your flight or holiday independently, you can still purchase
        vouchers to access executive lounges for a discount by calling Royalties
        Membership Services on 08705 62 55 55.
      – Customers with hearing and speech impairments can contact us by Minicom
        08456 00 05 12.
                                                                                                Travel




  Please ensure you have read and understood the Terms and Conditions at the back of
  this booklet.




                                                                                           21
     UK & Worldwide Multi-Trip
     Travel Insurance
     Why is it useful?
     As a Royalties Gold member, you’ll receive UK and worldwide multi-trip travel insurance
     for you, your spouse or partner and any children aged 18 or under if they are unmarried
     (or aged 23 or under if in full-time education), permanently living with the account
     holder. Children are only covered when travelling with the account holder, their spouse
     or partner. You can use the policy as often as you like. For single trips (including winter
     sports), the standard maximum duration of cover is 31 days, however this can be easily
     extended by paying a premium. In addition, you are also covered for up to £5,000 for
     cancellations and your personal possessions are insured up to £1,500. What’s more we
     offer special rates for other family members and friends travelling with you.
     Members and their partners must reside at the same address. Those aged 70 years and
     over must pay an additional annual premium of £50. For full details please call The
     Royal Bank of Scotland Insurance Services on 0870 609 1211, Minicom 0800 051 30 30.
     Cover for pre-existing medical conditions is conditional upon notification to the
     underwriters and their acceptance. For further information, and to check how this
     affects you, please call Royalties Gold Travel Insurance on 0870 609 1211, Minicom
     0800 051 3030.
     Research was carried out by Defaqto Ltd, a supplier of quality research and analysis in
     the financial market. Using their ‘Product DNA’ score methodology and by comparing
     a wide range of product features they have given the Royalties Gold travel insurance
     policy a 5 Star Rating (February 2011).

       How do I take advantage?
        ac – While you are a Royalties Gold member, you’re automatically registered for this
             benefit and better still, your policy renews itself each year. Please refer to your
             Travel Insurance Certificate and policy document for full details and remember to
             take it with you whenever you travel.
       If you would like to extend the cover to include longer holidays or other friends and
       family members, call Royal Bank Insurance Services on 0870 609 1211.
           – Customers with hearing and speech impairments can contact us by Minicom
             0800 051 30 30.
       Making a claim
       G call The Royal Bank of Scotland Claims Service on 0870 609 1200.

         Minicom 0845 900 5960 and they’ll send you a claim form
       G return this along with your ‘Travel Insurance Certificate’, which will be returned to you


       Please ensure you have read and understood the Terms and Conditions at the back of
       this booklet.



22
Travel Money Services
Tailored rates and complimentary next day delivery on travel money
Why is it useful?
Order your travel money through Membership Services and you will receive:
G   Preferential exchange rates.
G   Complimentary delivery to your home or local branch on orders over £100.
With just one phone call you can have your travel money delivered the next working
day, at a location that’s convenient for you. And with over 60 note and 6 travellers
cheque currencies for you to choose from, our flexible and dependable service helps
take the stress out of your travel planning.


    How do I take advantage?
        – To order currency and travellers cheques for complimentary delivery:

        – Call Royalties Membership Services on 08705 62 55 55.
        – Customers with hearing and speech impairments can contact us by Minicom
          08456 00 05 12.
    For pre-packed euros and US dollars, or to order for collection in branch
        – Visit your local branch.
    You can order up to 10 days before you require your currency. Place your order before
    2pm and we’ll deliver your travel money to the cardholder address/local branch the next
    working day or a later date of your choice. All deliveries to your local branch will be
    ready for you to collect from 1pm onwards.
    Please ensure you have read and understood the Terms and Conditions at the back of
    this booklet.
                                                                                                   Travel




                                                                                              23
Royalties Gold – Terms and Conditions                                                      other similar payment cards, which a cardholder
                                                                                           has registered with Royalties Membership
These Terms and Conditions are in addition to the RBS Personal
                                                                                           Services Membership. Membership and loyalty
& Private Current Account Terms leaflet you will have received
                                                                                           cards can also be registered and reported lost but
for your existing current account and should be read together
                                                                                           Royalties Membership Services will not be able to
with the enclosed Personal & Private Current Account Fees
                                                                                           inform the issuing company of your change of
and Interest Rates leaflet.
                                                                                           address, or treat the loss or theft of this card as an
We reserve the right to withdraw or amend benefits on 30 days                              incident.
notice. In exceptional circumstances we may need to do this              Royalties         Royalties Membership Services is a trading
immediately and inform you as soon as possible afterwards.               Services          name of Affinion International Limited, registered in
The details you supply will be stored securely and used by                                 England number 1008797. Registered office:
Royalties Membership Services to administer your benefits. These                           Charter Court, 50 Windsor Road, Slough, Berkshire
details will not be kept for longer than necessary. You are entitled                       SL1 2EJ, United Kingdom. Affinion International
to a copy of the information held about you, for which we may                              Limited is authorised and regulated by the
charge you.                                                                                Financial Services Authority in respect of insurance
                                                                                           mediation activities only. Their FSA registration
If you are a Royalties Gold member living abroad you may not be                            number is 311584. Affinion International Limited
entitled to some of the benefits. Please contact the individual                            acts as an intermediary for arranging the
service provider to confirm eligibility.                                                   insurance and provides the administration of the
Credit Card Discount                                                                       associated services.
Existing Royal Bank of Scotland Credit Card customers who wish to        Schedule          The list of registered cards and documents you
take advantage of the Royalties Gold Credit Card discount will have                        have registered with Royalties Membership
to complete a new credit card application.                                                 Services. You may request a copy of your
                                                                                           schedule at any time.
Payment Card Protection – Terms and Conditions
                                                                         We/us/our         Allianz Insurance plc. Registered in England
This policy is made up of two parts – your schedule (which will be                         No. 84638. Registered office: 57 Ladymead,
sent to you on request once you have registered your cards with                            Guildford, Surrey GU1 1DB, United Kingdom.
Royalties Membership Services) and this policy wording. Please                             Branch Address: Allianz Schemes, PO Box 589 G W,
keep your schedule and this wording together and in a safe place.                          2 Great West House, Great West Road,
This policy is provided at no additional cost to you.                                      BRENTFORD TW8 1AH, United Kingdom. Allianz plc
You are entering into two contracts:                                                       is authorised and regulated by the Financial
                                                                                           Services Authority (FSA). Our authorisation can be
a) The first is with Allianz Insurance plc, who underwrite the insured                     confirmed by the FSA by calling 0845 606 1234
   elements of your policy.                                                                or at www.fsa.gov.uk Our FSA registration number
b) The second is with Royalties Membership Services. Royalties                             is 121849.
   Membership Services is a trading name of Affinion International       UK                The United Kingdom, Channel Islands and Isle
   Ltd who administers the service elements of this product.                               of Man
This insurance only applies to residents of the UK.                      you/your          The policyholder.
This insurance is automatically cancelled if you move outside the UK.    The Insurance Cover provided by Allianz Insurance plc
Definitions of words used in your policy:                                This policy is based on information you supplied on your
When a word has a special meaning, it will be shown in bold type         application form, or over the telephone, and on information
and will have the same meaning wherever it appears.                      subsequently provided.
Word             Meaning                                                 You must comply with all of the terms and conditions set out in
advance(s)       A payment made by Royalties Membership                  the policy. If you do not, we may turn down a claim or cancel
                 Services to a cardholder, in connection with an         your cover.
                 incident, which is interest free, provided it is        The following conditions must be met:
                 repaid within one calendar month of the request.        • All cardholders must take all reasonable steps to avoid anything,
cardholder(s) The persons, including the policyholder, who have            which may result in a claim under this policy, such as:
              cards registered with Royalties Membership                      – Keeping a written record of your Personal Identification
              Services who permanently reside at the                            Number (PIN) with your card
              policyholder’s permanent UK home address.
                                                                              – Disclosing your PIN to anyone other than an authorised user
Incident         An event or series of connected events, which
                 results in the loss or theft of a cardholder’s               – Leaving your card and/or PIN unattended or accessible
                 registered card(s).                                            to anyone other than an authorised user
Policyholder     You being the person who receives this policy as a           – Permitting your card to be taken out of your sight, while a
                 benefit of your Royalties Gold account.                        payment is processed.
                                                                                                                                                    Travel




policy period The period in which you are entitled to the                • All cardholders must comply with the conditions of issue as
              insurance and services which will be as long as              stated by the issuing card company.
              your account is open.                                      This part of the policy sets out the insurance cover provided
registered       The credit and debit cards, including Post Office™      following an incident:
card(s)          card account(s), charge cards, store cards and

        24                                                                                                                          24
What is Covered                                                          amount was advanced until repayment in full. The interest shall be
a) Unauthorised and fraudulent use of registered cards for which         calculated on the amount due and not repaid, on a daily basis at
   the cardholder is legally responsible                                 rate of two per cent (2%) per annum above the published Base Rate
                                                                         for The Royal Bank of Scotland plc or the rate payable on judgement
The Limits                                                               debts under the Civil Jurisdiction and Judgements Act 1982,
Up to a total of:                                                        (legislation may be superseded or amended from time to time)
i) £6,000 per incident for losses which occur before the cardholder      whichever may be the greater.
   reports the incident to Royalties Membership Services.                You should be aware that if a cardholder does not repay the
ii) £1,000,000 per policy in total for all incidents during any          advance in full you are liable for the repayment of the advance in
    12 month period.                                                     full (including any interest that may be payable).
What is not Covered                                                      How to claim an advance
• Losses incurred if the incident is not reported to the police and      In order to collect the money transfer the cardholder will need to
  Royalties Membership Services within 24 hours of its                   comply with such Terms and Conditions and procedures of the
  discovery.                                                             Western Union Money Transfer Service (Western Union) as are
                                                                         applicable at the relevant time. Copies of the relevant terms and
• Losses occurring after the cardholder has reported the incident
                                                                         conditions are available on the reverse of the To Receive Money
  to Royalties Membership Services.
                                                                         form which the cardholder will need to complete when seeking to
• A cardholder using a registered card in a way which is not             collect the money transfer. Please note that Western Union and its
  authorised by the card issuer.                                         agents reserve the right not to process or pay any money transfer if
• More than £6,000 for any one incident.                                 they think it may violate any applicable law or Western Union policy
                                                                         or procedure.
• Loss due to fraudulent use occurring as a result of you or a
  cardholder disclosing the PIN to anyone, or keeping it, even in a      Cardholders will be advised by Western Union of the details
  coded format, with the registered card.                                required to complete the To Receive Money Form and the necessity
                                                                         for the cardholder to provide satisfactory evidence of their identity.
The Services provided by Royalties Membership Services                   Typically, the information required will include that detailed below.
This part of the policy sets out the services which are available to a   However, please note that the information provided below is only a
cardholder in the event of an incident.                                  guideline and cardholders will need to check and comply with the
This policy is based on information you supplied on application and      relevant Western Union requirements and procedures applicable at
on information subsequently provided.                                    the relevant time.
The Limits                                                               Subject to Western Union’s current terms and conditions
Up to £1,000 per incident, limited to one request per incident.          cardholders will need to confirm:
What is not Provided                                                     • Their full name and current/permanent address in the UK;
• Entitlement to an advance if the conditions relating to advances       • The full name of the sender of the money transfer e.g. Affinion,
  are not complied with.                                                   Berkshire, UK;

What is Provided                                                         • The originating country of the transaction e.g. Ireland;

An emergency advance to pay for replacement travel tickets,              • The approximate amount of the money transfer;
whilst stranded away from the UK, subject to status and availability.    • Satisfactory documentary evidence of identity as determined by
The Limits                                                                 Western Union. Western Union will advise cardholders which
                                                                           forms of identification will be acceptable.
Up to 4 tickets (or £3,000) per incident, limited to one request
per incident.                                                            If a cardholder has no identification due to it being lost or stolen
                                                                         they can collect a money transfer by providing a police report, not
What is not Provided                                                     more than a month old, stating the identification that had been lost
• Entitlement to an advance if the conditions relating to advances       or stolen. The maximum amount that a cardholder would be able
  are not complied with.                                                 to receive in such circumstances would be £350.
Advances                                                                 Additional information
Advances will only be made to a cardholder when a cardholder             Your schedule contains important details including:
has no other means of paying for services or obtaining cash              • Details of your registered cards;
following an incident.
                                                                         • Details of the cardholders.
The advance is made on the basis that the cardholder agrees to
repay the advance to Royalties Membership Services within one            When you receive your card schedule, you should check that the
calendar month. Royalties Membership Services may refuse to              details are correct and that the registered card numbers are valid.
provide an advance to the cardholder if there is reason to believe       Keeping details up to date and changing address
that the cardholder may not be able to repay the advance within          To ensure that you receive full benefits provided by this policy, you
one calendar month.                                                      must keep Royalties Membership Services informed of any
All advances will remain interest free provided they are repaid          changes, additions or deletions to your registered cards, as only
within one calendar month. Should repayment of an advance be             registered cards are insured under the policy. Only the
made after one calendar month the cardholder will have to pay            policyholder and cardholders at the new address will be covered
interest to Royalties Membership Services from the day the               under this policy and be entitled to receive the services. You must



         25                                                                                                                       25
inform Royalties Membership Services of any cardholders who              We have the right, if we choose, in the cardholder’s name but at
no longer reside at your permanent address. Cardholders who no           our expense to:
longer live with the policyholder will need to apply for an individual   i) start legal action to get compensation from anyone else, and
Royal Bank of Scotland qualifying account if they wish their cover
to continue. You are responsible for informing your bank that your       ii) start legal action to get back from anyone else any payments
address has changed. The Royal Bank of Scotland will inform                  that have already been made.
Royalties Membership Services of your new address. Royalties             The cardholder must provide us with all reasonable help to take
Membership Services will not accept change of address requests           legal action against anyone if we ask.
direct from you.                                                         The cardholder must not settle, reject or negotiate any claim
Security                                                                 without our written permission.
You may be required to validate any request you make to                  Fraudulent Use Claims
Royalties Membership Services by providing the security details          Additional steps which should be taken in the event of fraudulent
you have registered. Failure to provide such security details or         use.
other suitable validation will result in Royalties Membership
Services refusing to act upon such a request. If you have not            The cardholder should:
registered security details with Royalties Membership Services           1. Identify the suspected fraudulent charges on their registered
you should contact Royalties Membership Services as soon as                 card statement
possible to ensure Royalties Membership Services is able to              2. Send the statement to the Fraud Department of the issuing card
provide you with the service to which you are entitled.                     company concerned, requesting that the suspected fraudulent
Exclusions                                                                  charges be removed
These exclusions apply to the policy and the services. Neither           3. Should the card company be unable to remove the suspected
Royalties Membership Services nor we will pay for losses                    fraudulent charges, the cardholder should obtain a letter from
arising from:                                                               them which confirms the date, times and amount of the
                                                                            suspected fraudulent charges and an explanation of why they
• War, terrorism, invasion, act of foreign enemy, hostilities (whether
                                                                            cannot be removed
  war be declared or not), riot, strike, civil commotion, civil war,
  rebellion, revolution, insurrection or military or usurped power;      4. Attach the letter to the police report, along with any other
                                                                            evidence which can be supplied and send it by registered post to
• Fraud – If the policyholder or a cardholder or anyone acting on
                                                                            Royalties Membership Services.
  their behalf makes any false or fraudulent claim or supports a
  claim by false or fraudulent document, device or statement, this       If we receive a claim under your policy we may ask you or any person
  policy shall be void and the policyholder will forfeit all rights      covered under the policy to give written consent during the claims
  under the policy. In such circumstances, we retain the right to        process for us to obtain specified information and material from the
  recover any sums paid by way of benefit under the policy.              police and to exchange information and material with them. The
                                                                         purpose of these measures is to help us verify claims and to guard
Rates of Exchange                                                        against fraud. If you or a covered person gives such consent, you or
If a loss arises under this product and such loss is incurred in a       the covered person will be given the opportunity to receive a copy of
currency other than sterling, then the cardholder should be              the information and material the police release to us. Should you or
reimbursed at the rate of exchange prevailing at the date that the       any covered person decline to give such consent we may in turn
claim was notified to Royalties Membership Services.                     decline to settle the claim without the required information and
                                                                         material.
What to do in the event of a claim
                                                                         We will not normally release information or material about covered
If the cardholder discovers that anything covered by the policy has
                                                                         person to you without their consent.
been lost or stolen, the cardholder should contact Royalties
Membership Services at Sentinel House, Airspeed Road,                    Choice of Law
Portsmouth, Hampshire, PO3 5RF, Tel. No. 08705 62 55 55 as
                                                                         Unless we agree otherwise:
soon as reasonably practicable and in any event within 24 hrs of
discovery. The cardholder must also report it to the police within       a) the language of the policy and all communications relating to it
24 hours of discovering the loss and obtain a report from the police        will be English; and
confirming the loss. Details including the crime reference number,       b) all aspects of the policy, including negotiation and performance,
the address and telephone number of the police station will be              is subject to English law and the decisions of English courts.
required to make a claim. If you make a claim under the insurance
cover, in dealing with the claim, Royalties Membership Services          Your right to cancel
will be acting on behalf of Allianz Insurance plc. In all other cases,   Payment Card Protection is a benefit of your Royalties Gold account.
Royalties Membership Services will act on your behalf.                   If you close your Royalties Gold account you will lose the benefit of
The cardholder must give Royalties Membership Services all               the Payment Card Protection. You may of course stop using any
the information they are able to if Royalties Membership                 elements of the product at any time. Affinion International will only
Services asks.                                                           cancel your agreement if instructed to do so by your bank. In this
                                                                         instance the Royal Bank of Scotland will notify you that it has
If the cardholder makes a claim under the policy for something,          instructed Affinion International to do so.
which is also covered by any other insurance policy, the
cardholder must provide Royalties Membership Services with               This product may only be altered, varied or its conditions relaxed by
full details of the other insurance policy. We will only pay for our     Royalties Membership Services, giving you 30 days notice in
share of any claim.                                                      writing. In the event of such changes, your attention is drawn to
                                                                         your right to stop using any elements of the product.



        26                                                                                                                         26
We will only cancel this policy if instructed to do so by your bank.   Data Protection Act
In this instance The Royal Bank of Scotland will notify you.           The details you and/or a cardholder supply will be stored securely
This insurance will not be honoured if:                                and used by Royalties Membership Services and us to
• you submit a claim knowing it to be false, fraudulent or made        administer your product. Your details may be transferred outside of
  with the intent to deceive or mislead;                               the EU. They will at all times be held securely and handled with the
                                                                       utmost care in accordance with all principles of the UK law. These
• you are no longer entitled to this product;                          details may be disclosed to regulatory bodies and /or your bank or
• you live outside of the U.K.                                         card issuer. These details will not be kept for longer than necessary.
                                                                       You are entitled to a copy of all of the information held about you
How to make a complaint regarding the services provided by
                                                                       for which Royalties Membership Services may charge you £10.
Royalties Membership Services
                                                                       To request a copy of the information held about you, please write to:
If you have a complaint about the service elements of this product
                                                                       Royalties Membership Services
please call Royalties Membership Services on 08705 62 55 55
                                                                       PO Box 116
or write to:
                                                                       Portsmouth
The Customer Relations Manager, Royalties Membership Services,         PO3 5YW.
Sentinel House, Airspeed Road, Portsmouth, Hampshire, PO3 5RF,
quoting your membership number.                                        Financial Services Compensation Scheme
Royalties Membership Services will always confirm to you the           You may be entitled to compensation from the Financial Services
receipt of your complaint within five working days and do their best   Compensation Scheme (FSCS), if we cannot meet our liabilities
to resolve the problem within four weeks. If Royalties Membership      under this policy. The level of compensation provided by FSCS
Services cannot respond within these timescales they will let you      is 90% of the claim, without any upper limit. Further information
know when an answer may be expected.                                   is available from the FSCS on 020 7892 7300 or at
                                                                       enquiries@fscs.org.uk
If they are unable to resolve your complaint within eight weeks
from when you first contacted them or, you remain dissatisfied         Copies of this document are available in Braille, audio format or
with the final response, then you may refer the matter to the          large print on request.
Financial Ombudsman Service for an Independent review of your          Ticket Booking Service – Terms and Conditions
complaint.
                                                                       GENERAL:
How to make a complaint regarding the insurance provided by            1. The Royalties Gold Ticket Booking Service is managed by
Allianz Insurance plc                                                     Affinion International Limited (“Affinion”), registered office:
Our aim is to get it right, first time, every time. If we make a          Charter Court, 50 Windsor Road, Slough SL1 2EJ,
mistake we will try to put it right promptly.                             No. 1008797 in association with Ticketmaster UK Limited
                                                                          (“Ticketmaster”), registered office: 48 Leicester Square,
We will always confirm to you the receipt of your complaint within
                                                                          London WC2H 7LR, No. 02662632 and other selected third
five working days and do our best to resolve the problem within
                                                                          party ticket agencies.
four weeks. If we cannot we will let you know when an answer
may be expected.                                                       2. As a Royalties Gold account holder you will receive a 25%
                                                                          Cash-back Refund (“Cash-back”) on all tickets purchased every
If we have not sorted out the situation within eight weeks we will
                                                                          time you make a booking through the Service up to a maximum
provide you with information about the Financial Ombudsman
                                                                          of six tickets per event.
Service.
                                                                       3. There is no limit to the number of times you may use the
Please contact us at:                                                     service to book tickets, provided you are a registered Royalties
Customer Satisfaction Manager                                             Gold account holder.
Allianz Schemes                                                        4. You must be included in the party attending the event to qualify
PO Box 589 G W                                                            for the Cash-back benefit. Tickets must not be re-sold. If it
2 Great West House                                                        comes to the attention of Royalties Gold Ticket Booking Service
Great West Road                                                           that either of these conditions has not been complied with, we
BRENTFORD                                                                 reserve the right to withdraw the use of the Ticket Booking
TW8 1AH.                                                                  Service from you.
Telephone: 01483 260 758
Email: schemescsm@allianz.co.uk                                        BOOKINGS:
Using our complaints procedure or referral to the Financial            5. All bookings should be made online on the dedicated Ticket
Ombudsman Service does not affect your legal rights.                      Booking Service website via www.royaltiesticketservice.co.uk or
                                                                          www.rbs.co.uk/royalties wherever possible. If you are not able
Notice to Customers                                                       to access the website, or if tickets for the event are not
You are advised that any telephone calls made to both Royalties           available online, you must call Royalties Gold Membership
Membership Services and our administration and claims                     Services on 08705 62 55 55 to book via the Ticket Concierge
handling units may be recorded. These recordings may be used to           Service, tickets are subject to availability.
monitor the accuracy of information exchanged between                  6. For tickets booked online, Cash-back will not be applicable to
customers, Royalties Membership Services and our own staff.               events taking place outside of the United Kingdom and the
They may also be used to allow additional training to be provided to      Republic of Ireland or for tickets to Sporting Events.
both Royalties Membership Services and our own staff or to             7. All bookings are subject to the purchase policy and terms and
prove that Royalties Membership Services and our own                      conditions of the individual ticket agent or venue you book
procedures comply with legal requirements. Our staff are aware
that conversations are monitored and recorded.

                                                                                                                                27
    through which you will be asked to accept at the time of               will write to you giving no less than 28 days notice of the date
    purchase.                                                              this debit will be made, along with the account details from
8. All bookings are subject to availability and the rules and              which it will be taken, and the amount.
    regulations of the venue, event organiser, promoter and ticket      TICKET CONCIERGE SERVICE:
    agent, including their cancellation and refund policies.            22. To enquire about tickets not available online or to make a query
TICKETS:                                                                    about the Service you must call Royalties Gold Membership
9. Tickets cannot be refunded or exchanged.                                 Services on 08705 62 55 55 between the hours of 8am to
10. You may purchase as many tickets as are available for the               10pm Monday to Sunday, 364 days a year (excluding
    event or as stipulated by the venue, event organiser, promoter          Christmas Day) to speak to a Ticket Concierge Service Adviser.
    and ticket agent. Only six tickets booked for any one event will    23. If it is not possible to provide the requested information
    be eligible for the Cash-back.                                          immediately, or book your tickets immediately, the Tickets
11. Upon making your booking you will be issued with a booking              Concierge Adviser will make enquiries and phone you back
    reference. If collecting tickets at the box office, you should          within 13 business hours with the outcome or status of the
    present your booking reference upon arrival at the event                enquiry, where business hours are between 9am and 5pm,
    venue. You will separately receive confirmation of your booking         Monday to Friday (excluding Bank Holidays).
    by email.                                                           24. The Ticket Concierge Service will try to accommodate any
12. You must provide credit or debit card details to secure your            specific request you may have, by sourcing a supplier for the
    tickets and payment in full is required at the time of booking.         desired event tickets, however success cannot be guaranteed.
13. Depending on the venue, event or the period of time between         25. Bookings can only be made for events taking place in the
    your booking and the date of the event, tickets will be                 United Kingdom and Republic of Ireland.
    dispatched to you by email, where available and at your request,    26. The Ticket Concierge Service can only source tickets where
    or within 48 hours prior to the event or you may collect your           they are available at face value.
    tickets at the venue box office on the day of the event.
                                                                        27. You must provide credit or debit card details to secure your
CASH-BACK:                                                                  tickets and payment in full is required at the time of booking.
14. To be eligible for the Cash-back, you must be a Royalties           28. For telephone bookings, the Ticket Concierge Service
    Gold account holder at the time that the Cash-back payment              purchases tickets from agents and venues on behalf of
    is processed.                                                           Royalties Gold account holders and has no control over
15. The Cash-back is calculated on the full price paid for the              the events.
    tickets, including any booking fee and any processing or            29. If you book tickets for an event taking place within the Republic
    delivery fees incurred.                                                 of Ireland you will be charged in pounds sterling using the
16. The Cash-back is not applicable to any other promotional offer          average daily prevailing currency exchange rate as published
    and only applies to tickets purchased through the Royalties             by http://www.oanda.com on the previous business day to the
    Gold Ticket Booking Service.                                            day of the time of booking which will be advised by the Ticket
17. The Cash-back will appear in your online Cash-back                      Concierge Service Adviser.
    summary on the Ticket Booking Service website                       30. If you book by telephone you will be required to provide an
    www.royaltiesticketservice.co.uk within 5 days of booking               email address so that the Ticket Concierge Service can issue
    (subject to a successful payment transaction), and will be              you with a confirmation of your booking and your booking
    paid into your Royalties Gold account within 30 days of                 reference which you should have with you on arrival at the
    your booking.                                                           event venue.
18. The Cash-back amount will appear as “Tickets Cash-back” on          31. You will receive the Cash-back on six tickets for any one event
    your bank statement.                                                    booked through the Ticket Concierge Service.
19. Cash-back will only be applied to bookings for events taking        CUSTOMER SERVICE:
    place in the United Kingdom and the Republic of Ireland.
                                                                        32. Royalties Gold Membership Services must be contacted for all
20. If you book tickets for an event taking place within the Republic       booking related queries, complaints and claims. Please write to
    of Ireland the Cash-back earned will be in pounds sterling              Customer Services Manager, Royalties Gold Membership
    using the average daily prevailing currency exchange rate as            Services, Sentinel House, Airspeed Road, Portsmouth PO3 5RF
    published by http://www.oanda.com on the previous business              or call Royalties Gold Membership Services on 08705 62 55
    day to the day the Cash-back is processed which may vary                55. If telephoning, your call may be recorded for quality and
    from the exchange rate used by your payment card issuer.                training purposes.
21. If for any reason the event that the ticket(s) were purchased for   33. Any complaint regarding an event that you attend must be
    is cancelled a refund will be paid to the credit or debit card          brought to the attention of the venue management as early as
    used to purchase the ticket(s) originally. If your ticket(s) were       possible during the event and, if not resolved to your
    purchased on the internet, you will receive a full refund of the        satisfaction, should be notified to Royalties Gold Membership
    price paid at the time of purchase to the credit or debit card          Services on 08705 62 55 55.
    used to purchase the ticket(s) on the internet originally.
    Royalties Membership Services reserve the right to retrieve the
    Cash-back paid to you at the time of the purchase of the
    ticket(s) if the event that the ticket(s) were purchased for is
    cancelled. If we are going to debit the Cash-back value from
    your Royalties Gold account, Royalties Membership Services


        28
Discounted Dining Service – Terms and Conditions                          Please read this document carefully and keep it in a safe place as
This is a summary of your Dining Service Terms                            it describes the cover provided and what you need to do to obtain
and Conditions                                                            its full benefits.
1.The Royalties Gold Dining Service is operated and managed by            Details of Extended Warranty Cover
  Last Minute Network Ltd trading as lastminute.com (registered           A. Period of Cover
  office: 39 Victoria Street, London SW1H 0EE, No. 3538456)
  on behalf of Affinion International Limited (registered office:         Cover for mechanical or electrical breakdown starts from the
  Charter Court, 50 Windsor Road, Slough, Berkshire SL1 2EJ               date the original manufacturer’s warranty ends and lasts for two
  No.1008797).                                                            years from that date subject to a maximum of three years warranty
                                                                          in total.
2.The Jade 25% Discount offers are only available through the
  Royalties Dining Service and bookings must be made in advance           B. Limits
  of your intended visit to the restaurant. All bookings must be          The most the Extended Warranty will pay is:
  made online via the Royalties Gold Dining Service website, or by        • repair costs up to the price you paid for the insured item to a
  telephone through Royalties Gold Membership Services. Bookings            maximum of £1,000 per item;
  must not be made directly with the restaurant.
                                                                          • up to £10,000 per member account in any 12 month period.
3.There is no limit to the number of times you may use the service,
  provided you are a registered Royalties Gold Account Holder.            There is an excess of £25 per claim.
4.The Jade 25% Discount is not valid in conjunction with any other        If, after independent assessment, your insured item proves
  promotional offer or discount such as senior citizen rates, already     impossible or uneconomical to repair, then a replacement product
  reduced lunchtime and early evening specials or any other such          of identical model and type will be supplied. If an identical product
  offer, takeaways or drinks only. It cannot be guaranteed that the       is not available, your insured item will be replaced, at our
  discounts will be available in December when restaurants run            discretion, with an alternative product of equivalent specification
  their Christmas menu, Christmas Eve, Christmas Day, Boxing              and quality.
  Day, New Year’s Eve, New Year’s Day, other bank holidays or             Extended Warranty provides cover only for claims or portions of
  celebrations such as Valentine’s Day or Mother’s Day.                   claims which are not covered by other applicable guarantees,
5.In the event of any difficulty with a booking and/or receiving the      warranties, insurance or indemnity policies, subject to the stated
  discount, please contact Royalties Gold Membership Services.            limits of liability. An indemnity is an agreement by an indemnifying
                                                                          party to put another party back in the position which they were in
6.The Royalties Gold Dining Service accepts no responsibility if a        before the incident that led to the claim occurred. Forms of
  participating establishment ceases to trade or undergoes a              indemnity include compensation, repairs, replacement and
  change of ownership.                                                    reinstatement.
7. All information about restaurants is correct at the time of            If your Royalties Gold account is closed or if The Royal Bank of
   publication, and every effort has been made to ensure the              Scotland terminates the cover provided through the account,
   accuracy of the information provided. Neither Affinion, The Royal      qualifying purchases made whilst the cover was in effect will still
   Bank of Scotland nor lastminute.com accepts responsibility for         be eligible for claims.
   errors or omissions. Participating restaurants may be subject to
   change without notice and published restaurant prices may also         It is important that, for each eligible purchase, you also keep your
   be subject to change without notice.                                   original purchase receipts, showing it was paid for in full at the
                                                                          point of sale using an eligible card.
Please refer to the full terms and conditions within your Royalties
Gold Dining Guide. They are also available on request.                    C. Claims Procedures
Freetime Activities                                                       1. If an item breaks down after the manufacturer’s original warranty
                                                                             has expired, you should call Royalties Membership Services on
The attraction prices can change on a regular basis and it is                08705 62 55 55 to verify that the item is covered for repair. You
advisable to contact the venue direct before visiting. For all               will be asked for:
attraction details and full Terms and Conditions please refer to your
Freetime Activities guide.They are also available on request.               • your name and address;
                                                                            • your membership number;
Extended Warranty – Terms and Conditions
                                                                            • the date the breakdown happened;
This insurance provides cover for qualifying purchases made on or
after the first day of you opening your Royalties Gold account,             • the make and model number of your product;
subject to the terms and conditions shown below.                            • date the purchase was made.
Extended Warranty Cover includes most purchases of well known,            2. Royalties Membership Services will confirm whether the item is
brand name, domestic electrical products that you buy in the                 covered, and will instruct you to contact an authorised service
United Kingdom. Cover is only in force if you pay for the item in full,      centre to inspect the item. You will be sent an Extended
with a single transaction using your qualifying Royal Bank of                Warranty Claim Form and a pre-addressed return envelope
Scotland branded debit or credit card.                                       within two business days.
For Internet purchases, electrical items must be purchased from           3. You must complete and return the claim form, with where
Internet sites based in the United Kingdom, Isle of Wight and                possible, the following documentation:
Channel Islands and where the goods have a United Kingdom
specification and are intended for sale in the United Kingdom. This         • the inspection report showing the date and cause of the fault
is provided that the entire cost of the purchase is paid at the time          and the repair work to be carried out and the cost of labour
of the Internet purchase, with a single transaction using your                and parts;
qualifying card.                                                            • the original debit or credit card receipt;


                                                                                                                                    29
  • the original warranty and the original shop purchase receipt;     • costs arising from a manufacturer’s recall of the product;
  • For Internet purchases a copy of the invoice from the supplier    • any product failure loss or damage or repair costs arising from
    and the credit card statement showing the transaction.              routine service, maintenance, inspection or installation;
4. You must return the claim form as soon as possible and no          • call out charges where a fault cannot be found with the product;
   later than 90 days from the date of the breakdown. Send the        • any loss suffered as a result of not being able to use the
   completed claim form and documents to: Royalties Membership          product or any loss other than the repair or replacement cost
   Services Claims Department, Sentinel House, Airspeed Road,           of the product;
   Portsmouth, Hampshire PO3 5RF.
                                                                      • damage caused by foreign objects or substances not normally
5. Royalties Membership Services may ask you to submit any              associated with the appliance;
   additional information as is reasonably required.
                                                                      • repairs carried out by persons not authorised by us;
6. The cost of the claim will be covered by Royalties Membership
   Services less the £25 excess. Payment will be made by cheque.      • repair charges for which the manufacturer, supplier or any
                                                                        other person may be held responsible under the terms of any
D. Excluded Items                                                       guarantee, warranty, indemnity or any other insurance; ‘An
No cover is provided for the following items:                           indemnity is an agreement by an indemnifying party to put
• any items that are not covered under an original manufacturer’s       another party back in the position which they were in before the
  warranty at the time of purchase;                                     incident that led to the claim occurred. Forms of indemnity
                                                                        include compensation, repairs, replacement and reinstatement.’
• computer accessories, software or computer disks;
                                                                      • plumbing not forming part of the product;
• accessories not included as standard with the item;
                                                                      • any loss or damage caused by the failure of any electrical or
• illegal goods;                                                        computer equipment, software, microcontroller, microchip,
• items intended for business or commercial use;                        accessories or associated equipment, to correctly recognise and
• items purchased from an internet site, which is not based within      process any calendar date or time;
  the UK, Channels Islands or Isle of Man;                            • any loss or damage caused by a computer virus;
• items that the manufacturer describes as being consumable or        • repairs to LCD/Plasma televisions or screens due to or
  disposable including bulbs, batteries and fuses, vacuum bags          arising from:
  and computer disks;                                                 • unusual physical or electrical stress, burned screen or software
• items with a defect that occurred during the manufacturing            interface problems;
  process;                                                            • faulty installation;
• any items that, when purchased, have been used, altered or are      • pixel failure where the location or number does not exceed the
  second-hand;                                                          manufacturer’s acceptable limit;
• mobile telephones or any type of portable hand held                 • any damage caused during delivery or installation;
  communication device;
                                                                      • costs arising from the change to digital broadcasting from
• non-electrical items;                                                 analogue including the withdrawal of analogue transmissions of
• items which do not have a UK specification or an original             any type.
  manufacturer’s warranty valid in the UK.                            • Any cost where the insured item has been altered from the
E. Exclusions                                                           manufacturer’s original specification.
Extended Warranty Cover will not pay for:                             Extended Warranty Cover will not pay for any breakdown due to or
                                                                      arising from:
• The first £25 of any claim
                                                                      • misuse or use contrary to the manufacturer’s instructions;
• the cost of installation, modification, tuning or maintenance of
  any product;                                                        • rust, corrosion, lime-scale or any other gradually operating cause;
• the cost of cleaning or descaling your product, including but not   • accidents, fraud, abuse, neglect or intentional acts by you;
  limited to;                                                         • lightning, storm and flood;
• washing machine filters, soap drawers, video heads, tapepaths,      • war or hostilities of any kind including invasion, rebellion or
  lenses;                                                               insurrection;
• the cost of rectifying blockages (except in the cooling system of   • use other than domestic use by you or your resident family;
  refrigeration equipment);
                                                                      • electricity, gas, oil and water which is incorrectly supplied or not
• any costs incurred in gaining access to or reinstating any            supplied at all;
  appliance that has been incorporated into fitted units;
                                                                      • wear and tear.
• cosmetic damage including scratching, chipping, staining, rust or
                                                                      When the Policy Period Ends
  corrosion which does not prevent your product from working;
                                                                      The policy period will end on the first of the following:
• damage to non-working parts such as, but not limited to, cabinet
  trim and fittings;                                                  • the date you move outside of the United Kingdom;




        30
• the date your Royalties Gold account is cancelled, withdrawn or          b. all aspects of the policy, including negotiation and performance,
  expires and is not renewed;                                                 is subject to English law and the decisions of English courts.
• the date your cover is cancelled by you or us.                           Your right to cancel
This does not affect the cover period for eligible purchases made          Extended Warranty cover is a benefit of your Royalties Gold account.
prior to the policy end date.                                              If you close your Royalties Gold account you will lose the benefit of
Fraud                                                                      this Extended Warranty cover. You may of course stop using any
                                                                           elements of the product at any time. Affinion International will only
If the insured or anyone acting on behalf of the insured makes any
                                                                           cancel your agreement if instructed to do so by your bank. In this
false or fraudulent claim or supports a claim by false or fraudulent
                                                                           instance the Royal Bank of Scotland will notify you that it has
document, device or statement, this policy shall be void and the
                                                                           instructed Affinion International to do so.
insured will forfeit all rights under the policy. In such circumstances,
we retain the right to keep the premium and to recover any sums            This product may only be altered, varied or its conditions relaxed by
paid by way of benefit under the policy.                                   Royalties Membership Services, giving you 30 days notice in
                                                                           writing. In the event of such changes, your attention is drawn to
If we receive a claim under your policy we may ask you or any
                                                                           your right to stop using any elements of the product.
person covered under the policy to give written consent, during the
claims process for us to obtain specified information and material         This insurance will not be honoured if:
from the police and to exchange information and material with              • you submit a claim knowing it to be false, fraudulent or made
them. The purpose of these measures is to help us verify claims              with the intent to deceive or mislead;
and to guard against fraud. If you or a covered person gives such
                                                                           • you submit a claim knowing it to be false, fraudulent or a
consent, you or the covered person will be given the opportunity to
                                                                             misrepresentation;
receive a copy of the information and material the police release to
us. Should you or any covered person decline to give such consent          • you are no longer entitled to this product;
we may in turn decline to settle the claim without the required            • you live outside of the U.K, Channel Islands and Isle of Man.
information and material. We will not normally release information
or material about a covered person to you without their consent.           Complaints Procedure

Administrators                                                             Sales
                                                                           If you have a complaint about the services provided by Royalties
Extended Warranty cover is administered by Royalties Membership
                                                                           Membership Services please contact: The Customer Services
Services which is a trading name of Affinion Limited. Registered
                                                                           Manager, Royalties Membership Services, Sentinel House,
office: Charter Court, 50 Windsor Road, Slough, Berkshire SL1 2EJ.
                                                                           Airspeed Road, Portsmouth, Hampshire PO3 5RF, UK quoting your
Affinion Limited is authorised and regulated by the Financial
                                                                           policy number.
Services Authority in respect of insurance mediation activities only.
Affinion acts as an intermediary for arranging the insurance and           Royalties Membership Services will always confirm to you the
provides the administration of the extended warranty cover and             receipt of your complaint within five working days and do our best
associated services. Their authorisation can be confirmed by the           to resolve the problem within four weeks. If Royalties Membership
FSA by calling 0845 606 1234 or at www.fsa.gov.uk. Their FSA               Services cannot respond within these timescales they will let you
registration number is 311584.                                             know when an answer may be expected.
Underwriters                                                               If they are unable to resolve your complaint within eight weeks
                                                                           from when you first contacted them or, you remain dissatisfied with
This insurance is underwritten by Allianz Insurance plc:                   the final response, then you may refer the matter to the Financial
Registered in England No. 84638. Registered Office:                        Ombudsman Service for an independent review of your complaint.
57 Ladymead, Guildford, Surrey GU1 1DB, United Kingdom.
                                                                           Non Sales
Branch address:                                                            Our aim is to get it right, first time, every time. If we make a
Allianz Schemes                                                            mistake we will try to put it right promptly. We will always confirm
PO Box 589 G W                                                             to you the receipt of your complaint within five working days and do
2 Great West House                                                         our best to resolve the problem within four weeks. If we cannot we
Great West Road                                                            will let you know when an answer may be expected.
BRENTFORD
TW8 1AH                                                                    If we have not sorted out the situation within eight weeks we
United Kingdom.                                                            will provide you with information about the Financial
                                                                           Ombudsman Service.
Allianz Insurance plc is authorised and regulated by the
                                                                           Please contact us at:
Financial Services Authority (FSA). Our authorisation can be
confirmed by the FSA by calling 0845 606 1234 or at                        Customer Satisfaction Manager
www.fsa.gov.uk. Our FSA registration number is 121849.                     Allianz Schemes
                                                                           PO Box 589 G W
The terms and conditions of this insurance policy do not affect your       2 Great West House
right to take legal action.                                                Great West Road
Choice of Law                                                              BRENTFORD
                                                                           TW8 1AH.
Unless we agree otherwise:
                                                                           Telephone: 01483 260 758
a. the language of the policy and all communications relating to it        Fax: 01892 517994
   will be English; and                                                    Email: schemescsm@allianz.co.uk




                                                                                                                                    31
Using our complaints procedure or referral to the Financial             To claim for breakdown cover, please call 0800 068 5926.
Ombudsman Service does not affect your legal rights.                    UK Insurance Limited (UKI). Registered Office: The Wharf, Neville
Notice to Customers                                                     Street, Leeds LS1 4AZ. Registered No. 1179980. UKI is a Royal
You are advised that any telephone calls made to both Royalties         Bank of Scotland Group company.
Membership Services and our administration and claims handling          Duration of cover
units may be recorded. These recordings may be used to monitor          The breakdown cover is provided as a benefit of being a Royalties
the accuracy of information exchanged between customers,                Gold product holder. If the connected Royalties Gold product is
Royalties Membership Services and our own staff. They may also          cancelled, this policy ends.
be used to allow additional training to be provided to both Royalties
Membership Services and our own staff or to prove that Royalties        If you have any questions about your Membership, please
Membership Services and our own procedures comply with legal            telephone:
requirements. Our staff are aware that conversations are monitored      • Sales 0845 246 4298
and recorded.                                                           • Assistance 0800 068 5926
Data Protection Act                                                     • Complaints 0870 024 0048
The details you and/or a cardholder supply will be stored securely      • Royalties Gold Member Line 08705 62 55 55
and used by Royalties Membership Services and us to administer
your product. Your details may be transferred outside of the EU.        Details about our Regulator
They will at all times be held securely and handled with the utmost     UK Insurance Limited is authorised and regulated by the Financial
care in accordance with all principles of the UK law. These details     Services Authority, registration number 202810. The Financial
may be disclosed to regulatory bodies and /or your bank or card         Services Authority website, which includes a register of all regulated
issuer. These details will not be kept for longer than necessary. You   firms can be visited at www.fsa.gov.uk, or the Financial Services
are entitled to a copy of all of the information held about you for     Authority can be contacted on 0300 500 5000.
which Royalties Membership Services may charge you £10. To              Under the Financial Services and Markets Act 2000, should the
request a copy of the information held about you, please write to:      company be unable to meet all its liabilities to policyholders,
Royalties Membership Services                                           compensation may be available. Insurance advising and arranging is
PO Box 116                                                              covered for 90% of the claim, without any upper limit. For
Portsmouth                                                              compulsory classes of insurance, insurance advising and arranging
PO3 5YW.                                                                is covered for 100% of the claim, without any upper limit.
Financial Services Compensation Scheme                                  Information can be obtained on request, or by visiting the Financial
                                                                        Services Compensation Scheme www.fscs.org.uk.
You may be entitled to compensation from the Financial Services
Compensation Scheme (FSCS), if we cannot meet our liabilities           Our promise to you
under this policy. The level of compensation provided by FSCS is        Is that we will always be fair and reasonable whenever you have
90% of the claim, without any upper limit. Further information is       need of the protection of this Membership and that we will act
available from the FSCS on 020 7892 7300 or at                          quickly to provide that protection.
enquiries@fscs.org.uk                                                   Complaints procedure
Copies of this document are available in Braille, audio format          Should there ever be an occasion when you feel that we have failed
or large print on request.                                              to honour our promise, we will do everything possible to ensure
Royalties Gold Home Emergency Service, Motor Insurance and              that your complaint is dealt with quickly and fairly. The easiest way
Home Insurance                                                          to complain is simply to give us a call. Please contact us on 0870
Royalties Gold Motor Insurance, Home Insurance, and Home                024 0048. If you wish to write, complaints should be addressed to:
Emergency Service are underwritten by UK Insurance Limited.             Customer Liaison Department
Breakdown assistance is provided by Green Flag Motoring                 Green Flag Motoring Assistance
Assistance, and is underwritten by UK Insurance Limited. All are        Green Flag House
members of The Royal Bank of Scotland Group. UK Insurance               Cote Lane
Limited is authorised and regulated by the Financial Services           Leeds LS28 5GF.
Authority. Registered Office: The Wharf, Neville Street, Leeds
LS1 4AZ. Registered in England No. 1179980.                             Our staff will attempt to resolve your complaint immediately. If this
                                                                        is not possible, we promise to acknowledge our complaint within
Car Breakdown – Terms and Conditions                                    five business days of receipt. In the unlikely event that your
                                                                        complaint has not been resolved within four weeks of its receipt, we
Statement of Demands and Needs
                                                                        will write and let you know the reasons why and the further action
We have not provided you with a personal recommendation as to           we will take. Once we have fully reviewed your complaint we will
whether this policy is suitable for your specific needs and its your    write to you with the outcome of our investigation and our decision.
responsibility to make sure that the policy is right for you. This
product meets the demands and needs of those who wish to ensure
that their specific Rescue requirements are covered.
Your membership
These are the terms and conditions of your motoring assistance
membership with Green Flag Motoring Assistance provided as part
of your Royalties Gold package of features. Green Flag Motoring
Assistance is a trading name of UK Insurance Limited (‘UKI’). UKI is
the insurance underwriter for this insurance product and is
authorised and regulated by the Financial Services Authority.

        32
If you are unhappy with our decision you may then refer your               You or your: the Member or any other person who at the time of
complaint to the Financial Ombudsman Service (FOS) who will liaise         the incident, is authorised to drive the Insured Vehicle.
with us on your behalf. The FOS will inform you directly of its            Please note: The General Conditions and Exclusions apply to
decision. Referral to the FOS will not prejudice your rights to take       all sections.
subsequent legal proceedings. The address for the FOS is as follows:
                                                                           Roadside assistance
Financial Ombudsman Service
South Quay Plaza,                                                          What is covered:
183 Marsh Wall,                                                            Following an Insured Incident occurring at least 1/4 mile from your
London E14 9SR.                                                            Home we will:
Telephone 0845 080 1800.                                                   1.1. Arrange for roadside assistance and, if necessary,
We will provide motoring assistance services, in respect of an                  transportation of the Insured Vehicle and Insured Persons, to
incident for which cover under this Membership is available with                either a single destination of your choice within 10 miles of the
your Royalties Gold package (‘the package’) or for the duration you             Insured Incident or to a suitable repairer within 10 miles of
have the package (if earlier, English Law will apply to this contract           the Insured Incident; and
unless we both agree otherwise.                                            1.2. Provide these services including call-out and and labour for
How to cancel                                                                   roadside assistance.
You have the right to cancel this insurance at any time, with              Please note: You will have to pay any extra costs where
immediate effect. As the cover is provided as a benefit of being a         transportation of the Insured Vehicle exceeds 10 miles
Royalties Gold product holder, a cooling off period does not apply         Home-Call
and no refund is due. The Car Breakdown section of your benefits
package cannot be cancelled in isolation, you will also have to            2.1 If an Insured Incident takes place within 1/4 mile of your
cancel your Royalties Gold account. If the Royalties Gold account is       Home you will be entitled to the services detailed under the
ended, this policy ends.                                                   Roadside Assistance.
The meaning of words                                                       Caravan and trailer cover
Wherever the following words and phrases appear in this                    Your caravan or trailer will have the same cover as the Insured
Membership they will always have these meanings, unless                    Vehicle when being towed by the Insured Vehicle provided:
otherwise stated in the relevant section:                                  • It conforms to The Motor Vehicles’ (Constructions and Use)
Force Majeure Event: an event beyond our reasonable control                  Regulations 1986, as amended or replaced from time to time;
which includes without limitation fire, flood, inclement weather,            and:
earthquake, accident, civil disturbances, war, rationing, embargoes,       • Fits a standard 50mm tow ball; and
strikes, labour problems, terrorism, delays in transportation, inability   • It is not more than 6.42 metres, 21ft long (with load), 2.59
to secure necessary materials, delay or failure of performance of            metres, 8ft 6in high and not weighing more than 2.5 tonnes
any supplier or subcontractor (which cannot reasonably be avoided            including any load; and
by us), acts of God and acts of government;
                                                                           • The weight of the caravan or trailer when loaded is not more than
Home: your permanent place of residence in the United Kingdom;               the kerb weight of the Insured Vehicle; and
Insured Incident: means immobilisation of the Insured Vehicle as a         • It is of standard make.
result of breakdown, road accident, malicious damage, accidental
damage, fire, flat tyre, lack of fuel, flat battery, loss or breakage of   Conditions and exclusions
car keys, within the United Kingdom;                                       General exclusions applying to this membership
Insured Person: means you and any other person who at the time             The following are not covered under this Membership:
of the Insured Incident, is driving or riding as a passenger in the        1. The cost of any parts, lubricants, fluids or fuel.
Insured Vehicle with your permission and is not a hitch hiker: to a
maximum of 8 persons including the driver;                                 2. Any costs whatsoever once the Insured Vehicle has been
                                                                              transported to a garage or repairer.
Insured Vehicle: Any vehicle which is owned by and kept at
the home address of the Royalties Gold product holder and                  3. Damage or costs as a result of breaking into the Insured
which complies with the vehicle specifications described in                   Vehicle because your keys have been lost or stolen.
General Condition 3; and carries no more that the number of                4. Any costs incurred as a result of you failing to carry a
persons recommended by the manufacturer (and for whom                         serviceable spare wheel and tyre.
seats are provided);
                                                                           5. The cost of draining or removing contaminated fuel (we will
Member: the person(s) named on the package;                                   arrange for the Insured Vehicle to be taken to a local repairer
Membership: the motoring assistance services provided by us to                for assistance, but you will have to pay for all work carried out).
you as part of the package. This booklet details the terms and             6. The cost of any work carried out by a local repairer once the
conditions of your motoring assistance Membership;                            Insured Vehicle has been taken to the local repairer for
Strike: Any form of industrial action taken by workers, carried out           assistance under the terms of this Membership.
with the intention of preventing, restricting or otherwise interfering     7. Any costs and expenses if the Insured Vehicle was not fit to
with the production of goods or the provision of services;                    drive at the start of the journey or had not been regularly
United Kingdom: England, Scotland, Wales, Northern Ireland, the               serviced in line with the manufacturer’s recommendations. We
Isle of Man and the Channel Islands;                                          may ask for proof that the Insured Vehicle was fit to drive
                                                                              (including an MOT certificate if applicable).
We or us or our: UK Insurance Limited, the underwriter of this
Membership and/or our associated companies or agents (including            8. Any Insured Incident while the Insured Vehicle is towing or
service providers);                                                           carrying more weight or people than it is designed for, as shown
                                                                              in the manufacturer’s details.
                                                                                                                                     33
9. Vehicles used for and/or involved in motor racing, off road use              Kingdom; a towed caravan or trailer of standard make being
   (away from public roads and over rough terrain), rallies, speed              less than 16 years old. We recommend all caravans and
   or duration tests or practising for such events.                             trailers carry a serviceable spare wheel and tyre.
10. Vehicles situated in areas to which our agents have no right of           • Not exceeding (including any load carried) the following gross
    access or on motor traders’ premises.                                       vehicle weight and dimensions: 3,500kg in weight, 7m in
11. Any intentional or wilful damage caused by any Insured Person               length, 3m in height and 2.25m in width. Be serviced as
    to the Insured Vehicle.                                                     recommended by the manufacturer and hold a current valid
                                                                                MOT certificate if applicable.
12. Any claim resulting from difficulties or inability in obtaining raw
    materials, fuel or other supplies due to Force Majeure Event.         4. We are not responsible for any loss, damages, costs, claims or
                                                                             expenses whatsoever which you may incur as a result of our
13. Vehicles temporarily immobilised by floods or snow-affected              delay or failure to perform our obligations due to a Force
    roads or as a result of whole or partial immersion in water,             Majeure Event.
    snow, sand or mud.
                                                                          5. If you request a level of service to which you are not entitled,
14. Vehicles parked off the public road, which are immobile due to           this service will have to be paid for in advance by credit or debit
    the nature of the surface on which they stand e.g. sand, mud,            card payment.
    gravel, turf or grass.
                                                                          6. If we provide a service that you are not entitled to, you may
15. Vehicle used for hire or reward, including taxis, or for the             have to pay for the service provided.
    carriage of goods for reward.
                                                                          7. We will provide the services described in this Membership on
16. Any claim for damage or loss of commercial goods or those                condition that you and all passengers observe the respective
    intended for resale carried at the time of the Insured Incident.         licence conditions and all the terms and conditions laid down in
17. Any expenses which you would have had to pay anyway                      this booklet. The services cannot be used for routine servicing
    irrespective of the Insured Incident.                                    or the rectification of failed repairs, or as a way of avoiding
18. Any damage to or theft of objects or accessories left in or              repair costs.
    outside the Insured Vehicle after the Insured Incident.               8. You are responsible for collecting the Insured Vehicle from
19. Losses that are not directly associated with the incident that           a repairer and any consequent costs after work has been
    caused you to claim. For example, loss of earnings due to                carried out.
    being unable to return to work following an Insured Incident,         9. If we arrange for temporary roadside repairs, you must arrange
    or losses arising from a delay in providing the service to which         for any permanent repairs that may be necessary as soon as
    this cover relates’.                                                     possible. If you do not, and the same problem happens again,
20. Vehicles that have broken down or were unroadworthy when                 we may refuse service.
    Membership commenced.                                                 10. If you need assistance, you must contact our control centre.
21. Loss, expense or legal liability caused by:                               You must not contact any garage recovery operator direct.
    • ionising radiation or radioactive contamination from nuclear        11. You will have to pay the cost of our recovery or repair vehicle
      fuel or nuclear waste; or                                               coming out to you if you allow the Insured Vehicle to be
                                                                              recovered or repaired by someone else after you have
    • the radioactive, toxic, explosive or other dangerous properties         contacted us for assistance.
      of nuclear equipment.
                                                                          12. If the Insured Vehicle needs to be moved or recovered after an
22. Loss or damage caused by pressure waves from planes and                   Insured Incident, it must be in an easily accessible position for
    other flying machines.                                                    our recovery vehicle to load. If the Insured Vehicle is in a
23. Any claim if:                                                             position we cannot get to, or the wheels have been removed
    • you know that the person driving the Insured Vehicle does               and we need to use specialist equipment (which is not normally
      not have a valid driving licence; or                                    carried on a standard recovery vehicle) to recover the Insured
                                                                              Vehicle, you will have to pay any extra costs (including labour
    • the person driving the Insured Vehicle does not meet the                charges) to arrange for these to be transported to, and used at,
      conditions of their driving licence.                                    the site of the Insured Incident.
24. Any Insured Incident where the Insured Vehicle does not               13. When you ask for assistance or recovery, we will give you an
    have a current, valid Road Fund Licence disc on display.                  estimated time when our repair or recovery vehicle will arrive.
General conditions applicable to this membership                              You and your passengers must wait with the Insured Vehicle
1. Other insurance                                                            until the repair or recovery vehicle arrives, unless you have
                                                                              made other arrangements with our control centre.
    If you are covered by any other insurance for an Insured
    Incident, we will only pay our share of the claim. You may be         14. If the recovery or repair vehicle does not arrive within 60 minutes
    required to provide us with details of the other insurance                of you contacting us, we will pay £10. To claim compensation,
    company for this purpose.                                                 you must either complete a service questionnaire or write to us.

2. Reasonable care                                                        15. You will have to repay any toll fees or ferry charges for the
                                                                              Insured Vehicle which are reasonably incurred by the driver of
    You must do all that you can and comply with all laws and                 the recovery vehicle.
    codes to keep the Insured Vehicle safe and fit to drive.
                                                                          16. You are responsible for the security of the contents of the
3. Cover is only available for this Membership for the following:             Insured Vehicle, caravan or trailer. We will not recover or repair
    • Be either; a car, motorised caravan, light van, estate car or           a vehicle, caravan or trailer if there is a person or animal in it.
      4x4 off-road vehicle, privately registered in the United


        34
17. If you give us incorrect information when you phone for             We do not disclose your information to anyone outside the
    assistance, you may have to pay all reasonable costs caused by      Group except:
    the incorrect information.                                          • Where we have your permission; or
18. We are not responsible for the actions or costs of garages,         • where we are required or permitted to do so by law; or
    recovery firms or emergency services acting on your
    instructions or the instructions of anyone acting for you and       • to fraud prevention agencies and other companies that provide a
    cannot be held liable for them.                                       service to us or you; or
19. We will not arrange for assistance services if we reasonably        • where we may transfer rights and obligations under this
    believe the Insured Vehicle is dangerous or illegal to repair         agreement.
    or transport.                                                       We may transfer your information to other countries on the basis
20. You will have to pay any storage or release fees while the          that anyone to whom we pass it provides an adequate level of
    Insured Vehicle is being repaired or after the police have          protection. However, such information may be accessed by law
    moved the Insured Vehicle. We cannot be responsible for any         enforcement agencies and other authorities to prevent and detect
    police call-out charges.                                            crime and comply with legal obligations. From time to time we may
                                                                        change the way we use your information. Where we believe you
21. We may choose to repair the Insured Vehicle (at your                may not reasonably expect such a change we shall write to you. If
    cost) following a breakdown, rather than arranging for it to        you do not object to the change within 60 days, you consent to that
    be recovered.                                                       change. We can provide the names and addresses of the agencies
22. Nothing in this Membership will exclude or restrict our liability   we use if you would like a copy of your information held by them.
    for death or personal injury resulting from our negligence.         Please contact us at the address below.
23. Any failure by us in relying on or enforcing the terms and          The agencies may charge a fee.
    conditions of this Membership on any particular occasion will       If you would like a copy of the information we hold about you,
    not prevent subsequent reliance or enforcement.                     please write to:
24. Following an Insured Incident attended by the police or other       The Data Protection Manager
    emergency service, transportation of the Insured Vehicle will       Retail
    not take place until they have authorised its removal.              Regulatory Risk
25. We are entitled to take over your rights in the defence or          2nd Floor, Business House B
    settlement of a claim or to take proceedings in your name for       RBS Gogarburn, Edinburgh EH12 1HQ.
    our own benefit against another party and we shall have full        Sensitive Information
    discretion in such matters. You must give us all the information
    and assistance we may require.                                      Some of the personal information we ask you for may be sensitive
                                                                        personal data, as defined by the Data Protection Act 1998 (such as
Telephone calls may be recorded.                                        information about health or criminal convictions). We will not use
We will use any information that you provide to us in accordance        such sensitive personal data about you or others except for the
with our ‘Data Protection Notice’.                                      specific purpose for which you provide it and to provide the services
  YOUR INFORMATION                                                      described in your policy documents.
Who we are                                                              Please ensure that you only provide us with sensitive information
                                                                        about other people with their agreement.
Royalties Gold Car Breakdown Cover is arranged by The Royal Bank
of Scotland plc and underwritten by UK Insurance Limited. You are       Dealing with other people
giving your information to The Royal Bank of Scotland plc and UK        It is our policy to deal with your spouse or partner who calls us on
Insurance Limited. Both are members of The Royal Bank of Scotland       your behalf, provided they are named on the policy. If you would like
Group (The Group). In this Information statement ‘we’ ‘us’ and ‘our’    someone else to deal with your policy on your behalf on a regular
refers to The Royal Bank of Scotland plc and UK Insurance Limited       basis please let us know. In some exceptional cases we may also
unless otherwise stated.                                                deal with other people who call on your behalf, with your consent.
For information about our group of companies please visit               If at any time you would prefer us to deal only with you, please let
www.rbs.com and click on ‘About Us’, or for similar enquiries           us know.
please telephone 0131 556 8555 or minicom 0845 900 5960.                Fraud prevention agencies
How we use your information and who we share it with                    If false or inaccurate information is provided and fraud is identified
We will use your information to manage your insurance policy,           or suspected, details may be passed to fraud prevention agencies.
including underwriting and claims handling. This may include            Law enforcement agencies may access and use this information.
disclosing it to other insurers, third party underwriters and           We and other organisations may also access and use this
reinsurers. Your information comprises of all the details we hold       information to prevent fraud and money laundering, for
about you and your transactions and includes information obtained       example when:
from third parties. We may use and share your information with          • Checking applications for, and managing credit or other facilities
other members of the Group to help us and them:                           and recovering debt;
• assess financial and insurance risks;                                 • Checking insurance proposals and claims;
• recover debt;                                                         • Checking details of job applicants and employees.
• prevent and detect crime;                                             We, and other organisations that may access and use
• understand our customers’ requirements;                               information recorded by fraud prevention agencies, may do
                                                                        so from other countries.
• develop and test products and services.


                                                                                                                                   35
Travel                                                                             ferry tickets can usually be confirmed during your booking
Travel Service – Terms and Conditions                                              with the Royalties Travel Service.
1.       General                                                             3.5   For holiday packages, tours, cruises, city breaks and charter
                                                                                   airline tickets, availability will be confirmed within one
1.1      All travel services are provided by Affinion International                business day.
         Travel Limited registered in England with company number
         6635325, and having its registered office at Charter Court,         3.6   You may request specific excerpts from brochures, where
         50 Windsor Road, Slough, Berkshire SL1 2EJ a fully licensed               available, to be posted to you by calling the Royalties Travel
         and bonded Travel Agency. Affinion International Travel                   Service. The Royalties Travel Service can also provide
         Limited is a retail member of ABTA (L4356), holds an ATOL                 information on short-notice bargain holidays and forward
         9935 and is accredited by IATA.                                           tickets for such travel to your point of departure for
                                                                                   collection, if necessary.
1.2      Affinion International Travel Limited is a wholly owned
         subsidiary of Affinion International Limited, with an American      3.7   Car-hire and hotel accommodation-only reservations can be
         holding company, with American shareholders and is                        arranged through the service, for your convenience. For car
         therefore subject to US regulations. Currently, the US                    hire bookings, you should provide your preference of car
         Regulations prevent Affinion International Travel Limited from            size, model etc. to the Travel Service Agent or online via the
         arranging travel into Cuba and this will continue to apply                Royalties Travel Service website. When requesting car or
         unless the regulations are lifted.                                        room availability, you will be advised of the lowest rate
                                                                                   available at the time of booking.
1.3      The Royalties Travel Service is operated for The Royal Bank
         of Scotland by Affinion International Travel Limited which          3.8   If you do make a booking through the Royalties Travel
         simply acts as an agent in arranging travel. These terms and              Service it will be subject to further terms and conditions
         conditions govern Affinion’s relationship with you.                       (some of which may limit or exclude liability), including the
                                                                                   cancellation charges of the individual tour/airline operator
1.4      As a Royalties Gold account holder you will receive a 10%                 with whom your booking is made. These terms and
         discount on all travel products booked through the Royalties              conditions can be accessed on line by visiting the website of
         Travel Service, subject to the eligibility criteria listed in             the relevant supplier and, where applicable, they will be
         clause 2, and the exclusions listed in clauses 5 and 6.                   forwarded to you with your booking confirmation and invoice.
1.5      When you make a booking through the Royalties Travel                      Alternatively, you may call us to request a copy at any
         Service, you will enter into a contract directly with the tour            time by telephoning Royalties Membership Services on
         operator, airline or travel company which supplies the service            08705 62 55 55. Lines open Monday to Friday 8am to 8pm
         and will be subject to their terms and conditions.                        (except Bank Holidays) and Saturday 9am to 5pm. Calls may
                                                                                   be recorded.
2.       Eligibility
2.1      Subject to the exclusions in section 5 below, you may book          4.    Payment
         package holidays, tours, cruises, tickets for scheduled,            4.1   You will be advised at the time of booking if a deposit or the
         charter and low cost airline flights, city breaks, selected ferry         full balance is required. Reservations cannot be confirmed
         tickets, hotel accommodation holiday cottages and villas,                 until payment for a deposit or full balance is taken by the
         holiday apartments, car hire, airport lounges, airport parking,           Royalties Travel Service.
         attraction tickets, camping holidays, coach tours, holiday          4.2   Payments may be made by debit card or credit card. If the
         parks, resort transfers and boats and motor homes through                 booking is made via telephone through the Royalties Travel
         the service.                                                              Service, payment by cheque is also available.
2.2      There is no limit to the number of times you may use the            4.3   Best results are achieved if you elect to pay the Royalties
         service, provided you are an active Royalties Gold Member.                Travel Service by credit or debit card at the time of booking,
                                                                                   otherwise the rates quoted cannot be guaranteed. If there are
3.       Travel Reservations                                                       any special conditions attached to the booking you will be
3.1      Reservations can only be made via telephone through the                   advised of this at the time of payment.
         Royalties Travel Service or online at www.rbs.co.uk/royalties.
         Please note that some travel reservations cannot be made            5.    Travel Booking Exclusions
         on the Travel Service website and must be made via                  5.1   Any reservations which must be booked privately, i.e. which
         telephone through the Royalties Travel Service on                         can not be booked through a Travel Agency (and therefore
         08705 62 55 55. Full details of these exclusions are on the               not through the Royalties Travel Service). This includes:
         Royalties Travel Service website.
                                                                             5.1.1 ‘Direct Sell’ Tour Operators (e.g. Trailfinders, E-Bookers,
3.2      If you phone Royalties Membership Services to make a                      Center Parcs etc – holidays which cannot be booked
         reservation, your Membership details will be verified and you             through a travel agency)
         will be put through to a Travel Service Agent. To make a
         reservation via the Travel Service website, the first time you      5.1.2 Non-UK based Low Cost Airlines and Ryanair
         visit the site, you will need to set up a user profile where        5.1.3 Hotel stays and car-hire bookings of 31 days or longer
         your Membership details will be verified. At subsequent visits      5.1.4 Tickets for domestic ferry journeys or journeys not
         to the Travel Service website, you will be required to log in             originating in the UK
         using your email address and password.
                                                                             5.1.5 Such accommodation as
3.3      Your details will not be used for any purpose other than to               • Bed and breakfasts
         fulfil the obligations under the Royalties Travel Service.                • Caravans and selected camp-sites
3.4      The availability of scheduled airline tickets and international           • Chalets

          36
      • Rental properties (such as privately owned apartments,            9.    Passports, visas and health requirements
        flats, etc) unless booked with a tour operator                          You are responsible for ensuring that you hold a valid
      • Time-shares                                                             passport, visa and any other requirements for your proposed
      • Non-sleeping rooms (such as conference or                               destination and for ensuring that you are fit to travel and
        meeting rooms)                                                          have taken the appropriate steps to ensure you have had all
      • Health spas and health farms which do not accept                        the necessary vaccinations and inoculations prior to
        bookings through Travel Agencies                                        departure. Requirements may change and you must check
      • Hotels which do not accept bookings through                             the up to date position in good time before departure. We
        Travel Agencies                                                         cannot accept any liability if you are refused entry onto any
      • Rooms which are part of a block held by another company                 transport or into any country due to failure on your part to
        for conventions, special groups and/or incentive                        carry correct documentation. If you or any member of your
        programmes                                                              party is not a British citizen or holds a non British passport,
      • Rooms held by companies on a semi-permanent basis for                   you must check passport and visa requirements with the
        use by their employees.                                                 Embassy or Consulate of the country(ies) to or through which
                                                                                you are intending to travel.
6.    Travel Discount Exclusions
6.1   Bookings for Royalties Gold Members’ relatives, friends,            10.   Data Protection
      associates or others, unless the Royalties Gold Member is                 For the purposes of the Data Protection Act 1998, we,
      one of the travelling party.                                              Affinion, are a data controller. Subject to your consent and in
6.2   ‘Accommodation-only’ bookings (i.e. bookings which are not                accordance with all relevant data protection laws, we shall
      made in combination with a holiday package, or airline/ferry              process any personal data you provide to us for the purpose
      ticket) unless paid for in full at the time of booking.                   of providing you with the products and services you have
6.3   Flight bookings with Low Cost Airlines. Prices offered                    requested. We shall be entitled to disclose to any associated
      through the Royalties Travel Service may differ from prices               companies and third parties (including, but not necessarily
      offered by the Airline directly.                                          limited to, airlines, insurance companies, car hire companies,
                                                                                ferry and cruise operators, and other suppliers) such
6.4   Tour Operator funded loyalty discounts (e.g. P&O’s                        information as may be necessary to provide you with products
      Portunus Club).                                                           and services you have requested or for the verification of
6.5   Tour Operator direct promotions (e.g. Sandals2for1), which                details relating to your booking or of other services offered by
      cannot be booked through a Travel Agency.                                 us. Such companies and organisations may be situated
6.6   Any amount in excess of the published base price of the                   outside the European Union, if your holiday is to take place or
      eligible travel, including:                                               involves suppliers outside these countries. You are entitled to
      a Surcharges – e.g. penalty payments/fares, taxes,                        receive a copy of any personal data held by us relating to you
          supplements, excess baggage charges, pre-paid ticket                  subject to payment of an administration fee of no more than
          charges, mileage charges, insurance, flight/room/board                the maximum stipulated in the UK Data Protection Act 1998.
          upgrades, in flight meals, transfers, excursions, extra leg
          room, children’s club.                                          11.   Privacy
      b Optional Products or Services – e.g. upgrades, food or                  If you believe that any of your personal details which we are
          beverage services, services charged to a hotel room,                  processing are inaccurate or incorrect please contact us
          petrol for hire-cars, optional tours or excursions, baby              immediately. As our privacy statement may change, we
          equipment and facilities, ‘optional extras’ for hire-cars             encourage you to read our privacy statement from time to
          such as mobile phones.                                                time so that you are aware of any changes in how we gather
                                                                                and use personal information. We may also record or
7.    Insurance                                                                 monitor telephone calls to and from us, without notification
      Adequate travel insurance is recommended. You must                        to customers, for staff training and quality control purposes.
      ensure that the insurance cover you purchase is adequate                  You can request a copy of our privacy statement by
      for your needs. Please read your policy details carefully and             telephoning Royalties Membership Services.
      take it with you on your holiday.                                   12.   Complaints
                                                                          12.1 Should you have any disputes or complaints with a tour
8.    Special requests and medical problems                                    operator associated with a booking you have made through
                                                                               the Service, Affinion International Travel Limited will liaise
      If you have any special request, you must advise us at the               with the tour operator on your behalf to resolve the situation.
      time of booking. If you are booking online, you will need to call
      the Royalties Travel Service to discuss your requirements prior     12.2 Please note that the ABTA guidelines give the tour operator
      to booking. Although we will endeavour to pass any reasonable            28 working days to respond, once the complaint has passed
      requests on to the relevant supplier, we cannot guarantee any            to them. Complaints regarding your travel discount should be
      request will be met. We cannot accept any conditional                    put in writing to:
      bookings, i.e. any booking which is specified to be conditional          Customer Services Manager
      on the fulfilment of a particular request. If you or any member          Royalties Travel Service
      of your party has any medical problem or disability which may            Kettering Parkway
      affect your arrangements, please tell us before you confirm              Kettering
      your booking. If a supplier reasonably feels unable to properly          Northants
      accommodate the particular needs of the person concerned, it             NN15 6EY.
      may reserve the right to decline their reservation.                      or submitted via the Royalties Travel website.

                                                                                                                                    37
13.    Complimentary access to airport executive lounges                   Transactions on foreign currency accounts are not eligible for
13.1. Complimentary airport lounge access is only available on             the discount.
      outbound international flights departing from the UK                 Mobile Phone Insurance – Royalties Gold
      booked via the Royalties Travel Service or via the Royalties
                                                                           Policy terms and conditions
      Travel website.
                                                                           A) Registration Process
13.2. Complimentary airport lounges are not available for UK
      domestic flights without an international flight connection.         1) This policy covers one mobile phone per account or two mobile
                                                                              phones per joint-account.
13.3. You must indicate at the time of booking which airport you
      require the lounge voucher for, if connecting with an                2) You must register the mobile phone and/or SIM card to
      international flight at another UK airport.                             take advantage of this cover. You can do this by the
                                                                              following methods:
13.4. Complimentary airport lounge access is subject to
                                                                              • phone by calling 08705 62 55 55
      availability; such availability is determined by the airport
                                                                                   (Minicom 08456 00 05 12);
      lounge allocation assigned to this offer.
                                                                              • online via www.rbs.co.uk/royalties and enter password
13.5. Complimentary airport lounge access is only available at                     "gold"; or
      selected UK airports, and is subject to change without                  • in branch.
      notice.
                                                                           3) Your mobile phone will be covered 14 days after registration.
13.6. Complimentary airport lounge access can be requested for
                                                                           4) You will need to provide the following details:
      all of the travel booking party; one lounge voucher will be
                                                                              • Your name and address
      issued per booking, which states the lounge location and
                                                                              • Date of birth
      covers all of the travelling party. This voucher must be
                                                                              • Account number and sort code
      presented on arrival at the lounge up to 3 hours before the
                                                                              • Make, model and IMEI number of the mobile phone/s
      outbound flight. Vouchers are non-transferable.
                                                                              • The mobile phone number/s
13.7. Lounges are owned and operated by third party
                                                                           B) Policy definitions
      organisations. The travel booking party must abide by the
      rules and policies of each lounge including but not limited to       Abroad – in a country other than England, Wales, Scotland or
      refusal of access based on dress restrictions.                       Northern Ireland
13.8. Most airport lounges do not admit children under the age of 12.      Claim – any claim you make on this policy
13.9. Business centre facilities such as phones, faxes and Internet        Cover – the benefits provided under this policy
      access are available at most lounges for which a usage               Homecare, the insurer – Homecare Insurance Limited, Holgate
      charge may apply.                                                    Park, York YO26 4GA (registered number 2793290)
                                                                           Mobile phone – mobile phone or personal digital assistant (PDA)
Inclusive UK & worldwide annual travel insurance                           Policy – these terms and conditions and your schedule of cover,
Please refer to the separate travel insurance certificate and policy       including any changes we make to either of these
document contained in the Welcome Pack for full details of cover.          Reasonable precautions – all measures that it would be
Remember to take the certificate and policy document with you              reasonable to expect you to take to prevent loss, theft, damage or
when you travel.                                                           breakdown of your mobile phone
If you close your Royalties Gold account within 6 months of                Schedule of cover – details of the insured person and the insured
opening it, we reserve the right to reclaim from the member the            mobile phone that we send you from time to time
standard cost of The Royal Bank of Scotland’s inclusive worldwide
                                                                           Unattended – left by you so that you are not in a position to
annual family travel insurance, where it is evident that this benefit
                                                                           prevent loss, theft, damage or breakdown of your mobile phone
has been used.
                                                                           We, Us, Our – Homecare Insurance Limited, Holgate Park,
                                                                           York YO26 4GA (registered number 2793290).
Travel Money Services                                                      You, Your – the person whose name appears on the schedule of
Travel Money Delivery                                                      cover, plus any registered authorised users of the mobile phone
For complimentary delivery and discounted exchange rates travel            registered with us.
money has to be ordered through Royalties Membership Services.
Ordering through Royalties Membership Services                             C) What is covered under your Mobile Phone Insurance
£50 minimum, £2,500 maximum order value.                                      • This policy covers one mobile phone per account or two
                                                                                mobile phones per joint-account
Payment is by credit or debit card, and delivery will be the address
                                                                              • Handset covered to the value of £1,000
associated with the card you use or the RBS branch that you have
                                                                              • Accessories covered to the value of £200
selected. Orders placed and confirmed before 12 noon will be
                                                                              • Airtime abuse cover up to £1,500 for contract phones,
delivered the next working day. For home delivery, Friday orders
                                                                                £100 for Pre-Pay phones.
placed before 12 noon will be delivered on Saturday or Monday.
Orders after 12 noon on Friday, or anytime Saturday or Sunday, will
                                                                           1. This policy provides insurance against loss, theft, damage
be delivered on Tuesday.
                                                                              (liquid, accidental and malicious) and breakdown of your mobile
In branch ordering                                                            phone when it is being used by you or up to two other
Orders placed before 2pm will be available for collection after 1pm           authorised users, up to a value of £1,000.
the next working day. For queries relating to availability of pre-packed
euros and US dollars contact your local branch or visit rbs.co.uk
        38
2. The policy covers your mobile phone and other accessories             11. For Pre Pay mobile phones, we will provide cover for Pre-Pay
   such as chargers, cases, earphones, Bluetooth headsets and                credit up to £100 for any credit purchased within the 24 hours
   memory cards in the event that they are lost or stolen at the             prior to the loss or theft.
   same time as your mobile phone. It does not cover the cost of         12. Up to two successful claims per account holder in any
   any software loaded on to your mobile phone such as games,                12 month period.
   ring tones and other applications.
3. The combined value of any replacement accessories we                  D) Who is covered
   provide will not be more than £200 per claim.                         This policy covers the named accountholders on the bank account.
4. If your mobile phone is lost, stolen, damaged or breaks down          In order for the insurance to take effect, the account holder must
   we will at our discretion either replace it or arrange for it to be   register the mobile phone details as covered under section A to be
   repaired. We will try to provide you with the same model as the       entitled to this insurance before an incident occurs. You must be
   one you have claimed for. If we cannot provide you with an            over 18 and a UK resident.
   exact replacement, then we will supply you with one that has          E) The excess
   similar features and functionality to the one you have claimed
   for but the colour may not always be the same. Replacements           The excess is the amount that you must contribute toward the cost
   may be new items but they may sometimes be refurbished                of repairing or replacing your lost, damaged or breakdown for your
   stock. All replacement mobile phones that we provide (whether         mobile phone. The amount you have to pay depends how often you
   new or refurbished) and mobile phones repaired by us will             have claimed. The excesses payable are:
   come with a 12 month warranty. Repairs or replacements                • For your first claim in any one year, you have to pay £25.
   under this warranty will not affect your claims history.              • If you claim again within 12 months, you have to pay £50.
5. If your accessories are lost or stolen at the same time as your       F) What is not covered
   mobile phone, we will, at our discretion, either
   • replace them; or                                                    1. Any claim within the first 14 days of the day you register your
   • give you the value of the replacement cost of your                     mobile phone.
        accessories.                                                     2. Any mobile phone that is not registered with us at the time of
    If we replace your accessories, we will try to provide you with         the incident being claimed for.
    the same model as the one you have claimed for. If we cannot         3. Any accessories with a combined replacement cost of more
    provide you with an exact replacement, then we will supply you          than £200.
    with an accessory that has similar features and functionality to     4. Any accessories which aren’t lost or stolen at the same time as
    the one you have claimed for but the colour of the accessory            your mobile phone.
    may not always be the same.
                                                                         5. iPods or other MP3 players.
6. You have to register with us the mobile phone you want to insure,
   providing us with all the information we require including IMEI       6. Any mechanical or electronic breakdown that takes place when
   number. Please make sure that you tell us about any new or               your mobile phone is still under its manufacturer’s warranty.
   replacement mobile phone as if you do not it will not be insured.     7. Loss, theft, damage or breakdown if this happens whilst your
   We may request a proof of purchase.                                      mobile phone is being used by someone who is not an
7. You also have to register the details of the people you want to be       authorised user.
   authorised users. If their details are not registered with us, you    8. Any mobile phone that does not contain a SIM card at the time
   will not be able to claim if your mobile phone is lost, stolen,          of the incident claimed for.
   damaged or breaks down whilst they are using it.
                                                                         9. Theft where your mobile phone has been stolen from a car or
8. If your mobile phone is damaged or breaks down outside its               other vehicle, unless this was out of sight, the vehicle’s security
   manufacturer’s warranty period, we will at our discretion either         systems were activated and there is evidence that the vehicle
   repair it or replace it. If so, we will decide whether to:               has been broken into.
   • arrange for it to be repaired; or
                                                                         10. Damage, loss or theft where you haven’t taken reasonable
   • pay for you to get it repaired by a repairer approved by
                                                                             precautions to prevent this or indifferent to the risk of damage,
        us; or
                                                                             loss or theft taking place. Some examples include wilfully or
   • replace it if we think it would be more cost-effective; or
                                                                             recklessly leaving your mobile phone unattended in a public
   • give you vouchers for the replacement cost which you
                                                                             place or leaving it on the bonnet, boot or roof of a vehicle.
        can then take to your airtime provider or another mobile
        phone retailer.                                                  11. Loss or theft of your mobile phone from any property or
                                                                             premises unless there is evidence of forced entry.
9. If you claim for damage or breakdown, you must send us the
   mobile phone you’re claiming for so that we can inspect it.           12. Damage caused by your careless use of your mobile phone. This
   If we settle your claim, the damaged or faulty item will become           includes (but is not restricted to) damage caused because you
   our property. If you have claimed for loss or theft and your              have not followed the manufacturer’s instructions or because
   mobile phone is subsequently found, it will belong to us and              you have used the wrong voltage to charge up your mobile
   you will have to send it to us.                                           phone or because someone else (for example a retailer) has set
                                                                             up your mobile phone incorrectly.
10. If, after the loss or theft of your phone, someone uses it without
    your permission and your incur costs for airtime abuse, we will      13. Damage or breakdown if we cannot verify the IMEI number of
    cover you up to a maximum of £1,500 for that airtime abuse               the mobile phone that you have returned to us for examination.
    (contract phones only). Cover applies only to the airtime                This may include where the IMEI sticker has been removed.
    charges incurred by a third party following loss or theft of your    14. Damage caused by any electronic virus.
    phone and commences 12 hours before you have notified the
                                                                         15. Repair costs if these are not approved by us first.
    police, the airtime provider and us.

                                                                                                                                   39
16. Costs of routine servicing, inspections, adjustments or cleaning.        If you are abroad and you need to claim, you must report the
17. Normal wear and tear, including flaws, scratches or chips,               incident in accordance with the following table:
    depreciation and general deterioration.                                                                          Incident
18. Consequential loss. This is where you incur an indirect cost or
                                                                                                                                          Accidental
    expense or suffer an indirect loss as a result of the loss, theft,        Action                                       Malicious
                                                                                              Loss           Theft                        Damage or
                                                                              Required                                     Damage
    damage to or breakdown of your mobile phone. This includes                                                                            Breakdown
    but is not limited to costs for subscription services you have
                                                                              Report to       Within         Within
    signed up for, in which case you must contact the provider to             Airtime       48 hours       48 hours             N/A           N/A
    suspend these.                                                            Provider     of discovery   of discovery
19. Claims made because your mobile phone has been                                            Within         Within           Within
    confiscated or is being held by any government agency (for                Report to
                                                                                            48 hours       48 hours         48 hours          N/A
                                                                              Police
    example the Police).                                                                   of discovery   of discovery     of discovery

20. Any claim that we think is false or dishonest or if we think you          Crime
    are otherwise failing to act in good faith.                               Reference
                                                                                                                                          N/A
                                                                              Number
G) Length of policy                                                           Required
This policy provides cover that commences when you register your                              Within         Within           Within         Within
mobile phone with us and continues for the period you remain a                Report to
                                                                                           48 hours of    48 hours of      48 hours of    48 hours of
                                                                              Homecare
holder of the Royalties Gold account that entitles you to the policy                       return to UK   return to UK     return to UK   return to UK
unless your account provider tells us otherwise.
                                                                             Please note that if you’re abroad, we won’t replace your mobile
H) Cancelling the policy                                                     phone until you return to the UK.
1. You may cancel your policy at any time by calling us on the
   telephone number in your confirmation letter or email.                    K) Claims: general conditions
2. Your policy will be cancelled if we receive notification that             1. You must do everything you can to reduce the risk of your
   you no longer hold a Royalties Gold account that entitles you                mobile phone being lost, stolen or damaged.
   to this policy.                                                           2. If you make a claim, we will ask for proof of purchase.
                                                                                You must be able to provide this. We may also ask for
H) General conditions                                                           documentation or other proof to support your claim if we think
1. Your mobile phone is only covered whilst it is being used by                 we need this. If you do not provide any document or proof we
   you or someone else you have given permission to.                            ask for, we may decline your claim. What we will require may
2. Your mobile phone will only be covered whilst it contains a                  depend on the circumstances of your claim but an example
   SIM card.                                                                    would be a Police Crime Reference Number to support a claim
                                                                                for theft. If we ask you for documentary proof, you should
3. You cannot transfer this insurance to anyone else.                           provide this within 30 days of asking.
4. You must keep us up to date with changes in your personal                 3. If you claim for malicious damage, this will only be considered
   details such as address changes.                                             if you can show that the damage was caused by another
5. You must tell us if your insured mobile phone changes. See                   person who has obtained your mobile phone without your
   section A (Registration process) for details.                                permission.

J) Claims: how to make a claim                                               4. If your mobile phone is lost, stolen, damaged or breaks down
                                                                                abroad, we will not settle your claim until you have returned to
If you need to make a claim, please call us on 08705 62 55 55.                  the UK.
We will tell you what to do, including what paperwork (if any) you
will have to provide to support your claim.                                  L) Claims: how often I can claim
If you are in the UK and you need to claim, you must report the              Each account holder can claim twice a year but please note that if
incident in accordance with the following table:                             you make a second claim, then the excess you will have to pay will
                                                                             go up. See section E for excess fees.
                                         Incident
                                                                             M) Fraud
                                                              Accidental
Action                                         Malicious                     If you have any concerns in relation to fraud, please call Customer
                  Loss           Theft                        Damage or
Required                                       Damage
                                                              Breakdown      Services on 08705 62 55 55 and ask to be transferred to the
                                                                             Fraud Investigation Unit. Alternatively, you can write to:
Report to         Within         Within
Airtime         24 hours       24 hours             N/A           N/A
Provider       of discovery   of discovery                                   Fraud Manager
                                                                             Homecare Insurance Limited
                                 Within           Within
Report to
                   N/A         24 hours         24 hours          N/A        Holgate Park
Police                                                                       York
                              of discovery     of discovery
                                                                             YO26 4GA.
Crime
Reference
                   N/A                                          N/A        We will process your claim under the terms and conditions of this
Number
Required                                                                     policy based upon the initial information provided to us for the
                                                                             claim. If your claim is not covered and you then submit a claim
                  Within         Within           Within         Within
Report to
                48 hours       48 hours         48 hours       48 hours      having changed the reason we consider this as fraud and may take
Homecare                                                                     action against you.
               of discovery   of discovery     of discovery   of discovery


        40
The contract between both parties is based upon the principle of        Ombudsman Service. We (but not you) are bound by any decision
utmost good faith. If you or anyone acting for you:                     they reach. Their address is:
• Make a claim under the policy knowing the claim to be false or
  fraudulently exaggerated in any respect;                              Financial Ombudsman Service
                                                                        Insurance Division
• Make a statement in support of a claim knowing the statement to       South Quay Plaza
  be false in any respect, or submit any document in support of a       183 Marsh Wall
  claim knowing the document to be forged or false in any respect; or   London
• Make a claim in respect of any theft, loss or damage caused by        E14 9SR.
  your wilful act, or with the intent to defraud us; then:
  – We may not honour the claim                                         You must contact the Ombudsman within six months of receiving
  – We may not honour any other claim which has been or will            our response to your complaint. The Ombudsman will not be able
      be made under any policy held by you                              to help you unless you have first made your complaint to us.
  – We may not make any return of payments made for cover
      and we may, at our option, cancel the policy                      R) Your personal data: how we will use this
  – We may be entitled to recover from you the cost of any              We will keep the information you give us so we can:
      claim already paid under this policy (if necessary the cost       • Confirm your identity
      may be recovered through the instigation of court                 • Manage your policy; and
      proceedings)                                                      • Process any claim you make.
  – We may be entitled to recover from you the cost of any
      investigation into a fraudulent claim under this policy           The information you provide to us will be shared with the bank that
      (if necessary the cost may be recovered through the               provides the account that entitles you to this insurance policy.
      instigation of court proceedings); and
  – We may inform the Police, government or regulatory bodies           Homecare may pass your personal information to our approved
      of the circumstances.                                             suppliers so that we can send correspondence to you.
Details of claims may be put on a Register of Claims through which
insurers share information to prevent fraudulent claims. A list of      If your mobile phone is lost or stolen, we will give relevant details to
participants and the name and address of the operator of the            your network provider so that your mobile phone cannot be used.
claims register are available on request.                               We will arrange repairs to or authorise the replacement of a
                                                                        damaged mobile phone or authorise the replacement of a stolen
N) The law that applies to this policy                                  mobile phone. When processing claims, we may contact the Police
This contract is governed by and must be interpreted in accordance      to make sure that your crime reference number is genuine.
the laws of England, Wales and Northern Ireland unless you live in
Scotland (in which case, Scottish law will apply) or unless you and     We will record your information on relevant databases and registers
we agree otherwise. You and we agree that policy terms will be          for the purposes of crime prevention and detection.
issued in English.                                                      If you make a claim, we may record your information on relevant
                                                                        insurance industry databases and registers for future claims
O) Other insurance                                                      administration and further fraud prevention and detection purposes,
If you have other insurance that provides the same or substantially     and may share your information with other insurers and fraud
similar benefits, you must tell us this when you make a claim. We       prevention agencies to prevent fraudulent claims.
will not pay more than our share of any claim if this mobile phone
is covered by other insurance.                                          You have the right to see all the information we hold about you.
                                                                        If you would like to see this information, please write to:
P) Setting aside or changing your terms and conditions
If we choose not to apply any term or condition of this policy, this    The Compliance Manager
will not prevent us from applying that term or condition or             Homecare Insurance Limited
otherwise relying on it in the future. We will give you 30 days’        Holgate Park
notice of any changes to your terms and conditions.                     York
                                                                        YO26 4GA.
Q) How to make a complaint                                              Please note that there will be a separate administration fee for this
If you want to make a complaint, please phone us on                     service.
08705 62 55 55 or write to:                                             By taking out this policy, you agree that for us to manage this
                                                                        contract we may transfer your information outside the European
Complaints Manager                                                      Economic Area (EEA).
Homecare Insurance Limited
Holgate Park                                                            S) Recording Calls
York                                                                    We will record calls you make to us. We do this so we can:
YO26 4GA.                                                               • Keep a record of the instructions you give us
                                                                        • Monitor our performance
We will try to respond to your complaint within 5 working days. If      • Improve our staff training
we can’t, we will send you an acknowledgement letter to keep you        • Comply with relevant laws and regulations
informed of the progress we’re making. If you’re not happy with the
response you receive, you can take this up with the Financial




                                                                                                                                   41
T) Special Requirements                                                   review all the credit accounts open in your name and cover up to
We are committed to meeting the needs of all our policyholders,           £5,000 for expenses incurred in defending your name and
including those with special needs. Letters and other documents           reinstating your credit status after fraudulent activity. Royal Bank of
are all available on request in Braille or large text or on audio tape.   Scotland are not making a recommendation based on your
Hearing and speech-impaired policyholders who wish to speak to            individual circumstances that the policy is suitable for your needs.
us and have a textphone available can do so by using the RNID’s           Definitions of words used in your agreement
Typetalk Relay service. This is available 24 hours a day, seven days      Affinion International
a week and allows our customers who find this convenient to
contact us via a Typetalk Operator who will relay instructions and        Means Affinion International Limited: Registered in England;
other requests verbally to our call centre staff. Please note that to     Company number 1008797 Registered address: Charter Court,
use Typetalk Relay, you must have or be able to get access to a           50 Windsor Road, Slough, Berkshire SL1 2EJ, United Kingdom.
textphone.                                                                Affinion International Limited is authorised and regulated by the
If so, just dial 18001 and then dial CPP’s number; once the call is       Financial Services Authority in respect of insurance mediation
connected, a Typetalk Operator will join the call to relay your           activities only. Our FSA registered number is 311584. Our
message. Our CPP’s responses will then appear as text on your             authorisation can be confirmed by the FSA by calling
textphone. For Typetalk, please call 18001 0844 848 4273.                 0845 606 1234 or at www.fsa.gov.uk/register. Affinion International
For all other services, including requests for Braille, large print or    Ltd acts as an intermediary for arranging and advising on the
audio versions of any of our documents, please call                       insurance and provides the services to you under your agreement.
0844 848 4273. In all cases, we’ll be happy to help.                      VAT number 787444677.
                                                                          AIG UK
U) Homecare Insurance: our regulatory status
                                                                          Means AIG (UK) Limited Insurance Company Limited, a part of the
This policy is provided by Homecare Insurance Limited (registered         AIG group registered in England with company number 1486260,
in England number 2793290). Our registered office is at Holgate           whose registered office is at The AIG Building, 58 Fenchurch
Park, York YO26 4GA.                                                      Street, London EC3M 4AB. AIG (UK) Limited is a part of American
                                                                          International Group, Inc.
We are authorised and regulated by the Financial Services Authority
(FSA). Our Firm Reference Number is 202880.                               business
If you want to look up our details, you can do this by calling the        Means any employment, trade, hobby, profession or occupation.
FSA on 0845 606 1234 or via the FSA website at                            Card Patrol service
www.fsa.gov.uk/register. We are a member of the CPP group
of companies.                                                             The service provided by Trilegiant as described in section IV below.
                                                                          Card Patrol service agreement
V) Consumer Protection
                                                                          Means the section of your agreement that you entered into in
Homecare is a member of the Financial Services Compensation               accordance with section IV below.
Scheme. This protects you in the event that Homecare is unable to
pay claims made against it; if so, you may be entitled to                 credit report service
compensation if we cannot meet our obligations. Insurance                 Means the service provided by Equifax as described in section V
arranging is covered under the scheme for 90% of the claim,               below.
without any upper limit.                                                  Equifax
                                                                          Means Equifax Plc whose registered office is at Capital House, 25
Identity Theft Insurance – Terms and Conditions                           Chapel Street, London NW1 5DS.
I. General Section                                                        Equifax service agreement
Please note that you enter into contracts with four entities:             Means the section of your agreement that you entered into in
a) The first is with Affinion International Limited who administers       accordance with section V below.
   the services on behalf of the Royal Bank of Scotland with the          excess
   involvement of subcontractors. The terms of your contract with
   Affinion International Limited are set out in the services             Means the first amount of each claim that you have to pay (see the
   agreement which incorporates the terms of this General Section.        section “The Limits” in Section III for further details).
   See Section II of these terms and conditions.                          identity fraud
b) The second is with AIG UK who underwrites the insured                  Means the use of your personal information by a third party for
   elements of the product. The terms of your contract with AIG UK        financial gain, obtained via an identity theft event.
   are set out in Section III of these terms and conditions. Your         identity theft
   contract with AIG UK is effective during this term.
                                                                          Means theft of your personal identification, National Insurance
c) The third is with Trilegiant Corporation who provide the Card          number, or other method of identifying you which has or could
   Patrol Service. The terms of your contract with Trilegiant are set     reasonably result in the wrongful use of such information, including
   out in Section IV of these terms and conditions.                       but not limited to, theft occurring on or arising out of your use of
d) The fourth is with Equifax Plc who provide the credit report           the internet. All financial loss resulting from the same, continuous,
   service. The terms of your contract with Equifax Plc are set out       related or repeated acts shall be treated as arising out of a single
   in the Equifax Service Agreement.                                      identity theft event. Identity Theft shall not include the theft or
Demands and Needs Statement                                               wrongful use of your Business name or any other method of
                                                                          identifying any of your Business activities.
This product meets the insurance requirements, demands and
needs of those who wish to ensure that their identity is protected        identity theft event
for credit purposes. The product provides you with the means to           Means one occurrence of identity theft or a series of related
                                                                          occurrences.
        42
information                                                            • you submit a claim knowing it to be false, fraudulent or made
Means any information delivered to you as part of or during the          with the intent to deceive or mislead;
provision of the Services.                                             • you are no longer entitled to the Product; or
occurrence                                                             • you live outside of the UK.
Means a loss or incident arising during the term.                      Changes to Your Agreement
policy                                                                 Affinion International will notify you in writing regarding any
Means the policy for the insurance elements of your agreement as       changes to the terms and conditions of your agreement concerning
described in the policy document.                                      the services and policy. Trilegiant will contact you directly to notify
                                                                       you any changes to the Card Patrol service agreement and Equifax
policy document                                                        will contact you directly to notify you of any changes to the Equifax
Means the section of your agreement setting out your contractual       service agreement. Wherever possible, Affinion International will
terms for the policy with AIG UK detailed in Section III.              endeavour to notify you of such changes at least 30 days in
Product                                                                advance of them taking effect. In particular, Affinion International
                                                                       may notify you of a change of issuers or underwriters of the policy
Means the policy, services, Card Patrol service and Equifax service.   during the term of your agreement and provided the terms of the
self-employed professional                                             policy remain substantially similar, you agree to such changes by
Means a person who owns or operates his or her own business            accepting your agreement. In the event of such changes your
and whose primary income is earned from such business or trade.        attention is drawn to your right to stop using any elements of the
                                                                       product.
services
                                                                       Choice of Law
Means the following features provided to you by or on behalf of
Affinion International as a package and cannot be provided             Unless we agree otherwise:
separately:                                                            a) the language of your agreement and all communications relating
1. Identity fraud resolution Service                                      to it will be English;
2. Valuable Document Registration Service                              b) all aspects of your agreement, including negotiation and
                                                                          performance, are subject to the law which applies to the part of
3. CIFAS Protective Registration                                          the UK in which you live; and
4. Card Patrol Service                                                 c) disputes arising in connection with your agreement shall be
5. Annual Credit Report                                                   subject to the exclusive jurisdiction of the courts of England and
6. Identity Fraud Insurance                                               Wales unless you choose the jurisdiction of your domicile if you
                                                                          are domiciled in Scotland or Northern Ireland.
services agreement
                                                                       II. Services Agreement
Means the section of your agreement setting out your contractual
terms for the Services with Affinion International (see section II     This Services Agreement is between you and Affinion International
below).                                                                and incorporates the terms of the general section. The services
                                                                       provided by Affinion International and its Contractors or
Trilegiant                                                             Agents are:
Means Trilegiant Corporation whose registered office is at             Identity fraud resolution service
100 Connecticut Avenue, Norwalk CT06850
                                                                       If you become a victim of identity fraud, Affinion International will
UK                                                                     assign you a victim of fraud consultant to provide advice and
Means the United Kingdom, including Northern Ireland, Channel          assistance in dealing with your concerns. The identity fraud
Islands and Isle of Man.                                               resolution service will be available by calling 08705 62 55 55
                                                                       Monday to Friday 8am-8pm and Saturday 9am-5pm, excluding UK
You, your
                                                                       Bank Holidays (national call rates apply and charges will vary
Means the person who is named as the RBS Royalties Gold                dependent on the telephone network service provider or whether
account holder.                                                        you are calling from a mobile). The identity fraud resolution service
your agreement                                                         provided to you is limited to the description above and is provided
                                                                       whether or not an identity theft event has actually occurred. The
Means these complete terms and conditions.
                                                                       identity fraud resolution service is not insurance and nothing in
Term                                                                   your agreement will oblige Affinion International to compensate you
Your Identity Theft protection commences on the day when you           or assume any risk of or in relation to an identity theft event
open your Royalties Gold Account and will last as long as you hold     occurring. For the avoidance of doubt, Affinion International will not
a Royalties Gold account or until the benefit is withdrawn.            be able to become involved in any dispute, negotiations or
                                                                       investigations with a lender or any other investigatory body if a
Your Right to Cancel Identity Theft protection
                                                                       lender disputes whether there has been an identity theft event.
Your Agreement is a benefit of your Royalties Gold Account.
                                                                       Valuable Document Registration
If you terminate your Royalties Gold Account you will lose the
benefit of Identity Theft protection. You may of course stop using     You will be able to register the essential information detailed on
any elements of the product at any time. Affinion International will   your valuable documents, such as:
only cancel Your Agreement if instructed to do so by your bank. In     • Personal Information – current account details, credit cards, cash
this instance the Royal Bank of Scotland will notify you that it has     or debit cards, mobile phone account number, national insurance
instructed Affinion International to do so. Your Agreement will not      number, investment account details, professional body
be valid if:                                                             membership details, utility suppliers and account numbers.


                                                                                                                                 43
• Insurance details – house and contents, Life, health, car, travel.       complaints or queries regarding the services. The staff is aware
• Personal documents – passport, driving licence, share                    that conversations are monitored and recorded.
  certificates, Premium Bonds.                                             Changing Address
To register your documents, call us on 08705 62 55 55 (national            You should inform the Royal Bank of Scotland of any change to
call rates apply and charges will vary dependent on the telephone          your permanent address.
network service provider or whether you are calling from a mobile).        Data Protection Act
CIFAS Protective Registration                                              The details you and/or a cardholder supply will be used by Affinion
If you are at risk of identity fraud we will place a protective            International to administer the services. Information may be
registration warning with CIFAS to help protect you. Upon placing          disclosed to regulatory bodies and/or your bank or card issuer.
the warning, Affinion International will send you a form requesting        These details will not be kept for longer than necessary. Your
your signed confirmation to keep this service. Unless you return           personal details may be transferred outside of the EU.
the signed form within 21 days of the date the warning was                 They will at all times be held securely and handled with the utmost
placed, the warning will automatically be removed.                         care in accordance with all principles of the UK law. You are
How to Make a Complaint regarding the Services                             entitled to a copy of all the information held about you for which
If you have a complaint about the Service elements of your                 Affinion International may charge £10. To request a copy of all the
agreement or the administration of your policy please contact              information held about you, please write to:
Affinion International on 08705 62 55 55 (national call rates apply        Affinion International
and charges will vary dependent on the telephone network service           PO Box 116
provider or whether you are calling from a mobile) or write to:            Portsmouth
Customer Services Manager                                                  PO3 5YW.
Sentinel House                                                             Liability
Airspeed Road                                                              Promises
Portsmouth
Hampshire                                                                  Affinion International will use all reasonable skill and care in the
PO3 5RF.                                                                   supply of the Services to you. Please note however that the
                                                                           Information comes from a number of third party sources who may
Affinion International will always respond to any written complaints       not always keep their information up-to-date. You agree that one of
within 2 working days and do their best to resolve the problem             the purposes of the supply of Information is to alert you to
within 28 days. Affinion International will acknowledge and do their       inaccurate Information from third party databases. For that reason,
best to resolve all telephone complaints at the time of calling,           any guarantee or warranty that any Information is complete,
otherwise within 3 weeks. If Affinion International cannot respond         accurate, up-to-date or error-free, of a satisfactory quality or fit for
within these timescales they will let you know when an answer may          any particular purpose is inappropriate to the nature of the
be expected. If Affinion International has not sorted out the situation    Services, and Affinion International excludes all liability in this
within 8 weeks Affinion International will provide you with                respect unless attributable to our breach or negligence. Except as
information about the Financial Ombudsman Service.                         expressly set out in Your Agreement, Affinion International excludes
General Rights                                                             all other promises to the extent that Affinion International is legally
Any failure by Affinion International to exercise or enforce any right     allowed to exclude them.
or provision of Your Agreement shall not constitute a waiver of such       Limitation of Liability
right or provision. If any provision of your agreement is found by a       This section (and any other clause excluding or restricting our
competent jurisdiction to be invalid, then the remaining provisions        liability) applies to Affinion International’s directors, officers,
shall remain in full force and effect. Save in respect of clauses          employees, subcontractors, agents and affiliated companies as well
excluding or restricting our liability (in which case, those persons       as to Affinion International. Nothing in this Services Agreement in
mentioned shall have rights to enforce such provision against you),        any way limits or excludes Affinion International’s liability for
a person who is not a party to your agreement shall have no rights         negligence causing death or personal injury or for fraudulent
under the Contracts (Rights of Third Parties) Act 1999 to enforce          misrepresentation* or for anything which may not legally be
any terms of your agreement.                                               excluded or limited(including your statutory rights details which can
Security                                                                   be obtained from your local Trading Standards Office or Citizens’
You may be required to validate any request you make to Affinion           Advice Bureau).
International by providing the security details you have registered        *Fraudulent misrepresentation is the making of a statement of fact
with Affinion International. Failure to provide such security details or   to another party, which the maker knows to be false, with the
other suitable validation will result in Affinion International refusing   intention to deceive or mislead, and upon which the other party
to act upon such a request. If you have not registered security            relies to his detriment.
details with Affinion International you should contact Affinion            Without prejudice to the rest of this services agreement, Affinion
International as soon as possible to ensure Affinion International is      International’s liability of any kind in respect of any Services or
able to provide you with the Service to which you are entitled.            otherwise shall be limited to £50. In no event will Affinion
Call Monitoring                                                            International be liable for any:
You are advised that any telephone calls made to Affinion                  1. economic losses (including, without limit, loss of revenues,
International may be recorded. These recordings may be used to                profits, contracts, business or anticipated savings)
monitor the accuracy of information exchanged between Affinion             2. loss of goodwill or reputation
International customers and its own staff. They may also be used to
allow additional training to be provided to both Affinion International    3. losses that you incur that were not reasonably foreseeable to
staff, for quality control purposes and in the investigation of any           you and Affinion when your agreement was entered into, or


        44
4. damage to or loss of data to the extent that this was not in the         The Limits
   contemplation of Affinion International and you at the                   Up to £5,000 for each occurrence, including £1,000 in respect of
   commencement of the Term and is not attributable to Affinion             lost wages (£166.67 payable over a 6 week period). An Excess of
   International’s negligence or breach of Your Agreement. Affinion         £50 applies to each Identity Theft Event.
   International will not pay for losses arising from our inability to
   provide the Services in the event of war, terrorism, invasion, an        What is Not Covered
   act of foreign enemy, hostilities (whether war be declared or not),      • Loss arising out of business activity of any insured person. Lost
   riot , strike, civil commotion, civil war, revolution, insurrection or     wages remuneration excludes business interruption or future
   military or usurped power or for any reason that is beyond our             earnings of a self-employed professional/s.
   reasonable control.                                                      • Expenses occurred due to any fraudulent, dishonest or criminal
Your Eligibility                                                              act by an insured person or any person acting in concert with an
The product will only be offered to RBS Royalties Gold customers              insured person, or by any authorised representative of an insured
who are UK residents and at least 18 years old.                               person whether acting alone or in collusion with others.
III Policy Document                                                         What to do if you discover you are a victim of an occurrence
                                                                            of identity theft
This Policy is Between You and AIG UK. This policy document
sets out the contract between you and AIG UK and incorporates the           Firstly, contact Affinion International without delay on 08705 62 55
terms of the General Section. Any failure                                   55 Monday to Friday 8am-8pm and Saturday 9am-5pm, excluding
by you to comply with the terms of this policy document or                  UK Bank Holidays (national call rates apply and charges will vary
otherwise of Your Agreement, will be considered a breach                    dependent on the telephone network service provider or whether
of your contract with AIG UK. AIG UK has relied on the information          you are calling from a mobile).
that you provided to it, Affinion International or Royal Bank of            Your consultant will help you with advice on what you need to do
Scotland and such information must be true                                  next, for example:
and complete. You must notify Affinion International as soon                • File a police report within 24 hours of discovering the
as reasonably possible of any changes in circumstances                        Identity Theft.
which may affect your Policy. Various provisions in this Policy
Document restrict or exclude cover. It is recommended that you              • Notify your bank(s), payment card company(ies) and all other
read the entire Policy Document carefully to determine your rights            accounts of the Identity Theft within 24 hours of discovering the
and responsibilities and what is and is not covered by the                    Identity Theft.
insurance elements of Your Agreement. AIG UK Limited has no duty            Making a claim under the Identity Theft Protection policy
to provide cover unless there has been full compliance with the             • If you make a claim under the insurance cover, in dealing
terms and conditions set out in this Policy Document.                         with the claim Affinion International will be acting on behalf
What is Covered                                                               of AIG UK.
• Costs for solicitors’ fees for signing statutory declarations or          • Fill out and return any claim forms including an authorisation to
  similar documents for financial institutions or similar credit              obtain records and other information, if applicable.
  grantors or credit agencies that have required that affidavits be         • If you make a claim for lost wages, we will ask you to submit
  notarised.                                                                  proof from your employer that you took unpaid days off. You must
• Costs for registered mail to police, credit reference agencies,             also provide proof that it was necessary to take time away from
  financial institutions or similar credit grantors.                          work:
• Lost wages as a result of time taken off from work to meet with,            a) send copies of any demand, notices, summonses, complaints,
  or talk to police, credit reference agencies and/or legal counsel              or legal papers received in connection with a covered loss;
  or to complete statutory declarations. If you are a self-employed           b) take all reasonable and prudent action to prevent further
  professional/s, actual lost wages includes remuneration for                    damage to your identity;
  vacation days, discretionary days, floating holidays and paid
  personal days. Computation of lost wages for self-employed                  c) you must make a claim no later than 6 (six) months from
  professional/s must be supported by and will be based on prior                 expiration date of this Policy.
  year tax returns. Coverage is limited to wages lost within 12             The above should be read carefully as it is necessary to
  months after your discovery of an Identity Theft Event.                   comply with the conditions of this Policy.
• Loan application fees for re-applying for a loan or loans when the        How do I Make a Complaint Regarding the Policy?
  original application is rejected solely because the lender received       The Policy is administered for AIG UK by Affinion International. If
  incorrect credit information.                                             you have a complaint about the Policy, please contact the Customer
• Reasonable legal fees incurred, subject to AIG UK Limited’s prior         Relations Manager at:
  consent, for: – defence of lawsuits brought against the insured           AIG Europe UK Limited
  person by merchants of their collection agencies;                         2-8 Altyre Road
  – the removal of any criminal or civil judgements wrongly                 Croydon
    entered against you; and                                                CR9 2LG
  – challenging the accuracy or completeness of any information             Email: uk.customer.relations@aig.com
    in a consumer credit report.
• Charges incurred for travel, long distance telephone calls to retail
  merchants, police, financial institutions or similar credit grantors
  or credit reference agencies to report or discuss an actual
  Identity Theft.


                                                                                                                                        45
If any complaint is not resolved to your satisfaction, you may
refer any dispute to the
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR.
IV Card Patrol Service Agreement
If you choose to take advantage of the Card Patrol service then
please go to www.rbs.co.uk/royalties to register. You will need to
register separately for the Card Patrol service and sign up to the
terms and conditions of the Card Patrol service. These terms and
conditions will constitute your Card Patrol Service Agreement.
The Card Patrol service provided by Trilegiant is as follows: Card
Patrol will monitor the use of up to 10 of your registered credit and
debit cards. In addition your personal information will be monitored
24 hours a day on the internet for any potential identity theft
activity.
Further details can be found at www.rbs.co.uk/royalties
V Equifax Service Agreement
If you choose to take advantage of the credit report service then
please go to www.rbs.co.uk/royalties to register. You will need to
register separately for the credit report service and sign up to the
terms and conditions of the credit report service. These terms and
conditions will constitute your Equifax service agreement.
The credit report service provided by Equifax is as follows: Equifax
will provide you with one (1) credit report including your credit
score free of charge. Further details can be found at
www.rbs.co.uk/royalties
VI Financial Services Compensation Scheme
You may be entitled to compensation from the Financial Services
Compensation Scheme (FSCS), if we cannot meet our liabilities
under this policy. The level of compensation provided by FSCS is
90% of the claim, without any upper limit. Further information is
available from the FSCS on 020 7892 7300 or at
enquiries@fscs.org.uk




        46
                                            ROYALTIES GOLD ACCIDENTAL DEATH INSURANCE
             IMPORTANT NOTE: This is our standard policy document upon which we intend to rely. For your own benefit and protection you should read
            these terms carefully. If you do not understand any point please ask for further information. Please keep this policy in a safe place, preferably
                                    with your will if you have one. Advise your estate representative and beneficiaries of its location.

                                                                     POLICY OF INSURANCE
                                                                    Policy No: UKBOPC40693
Insurance Agreement                                                                    Urgent expenses following death
The Insured Person and ACE* agree that ACE will, subject to the terms,                 If an Insured Person suffers Bodily Injury and an interim death certificate is
Conditions, Provisions and Exclusions of this Policy, provide the Insurance in         issued, ACE will on request make an advance payment of £1,000 to the
the manner and to the extent provided in this Policy                                   Insured Person’s personal representatives to cater for expenses which need
                                                                                       urgent/immediate payment whilst the administration of the Insured Person’s
*ACE shall mean ACE European Group Limited whose main business is                      estate is being arranged. This advance payment for expenses will be
General Insurance. Registered in England Number 1112892, Head Office                   deducted from the payment of the Benefit Amount for death.
100 Leadenhall Street, London, EC3A 3BP. Authorised and regulated by
the Financial Services Authority (FSA), registration number FRN202803.                 ACE Assistance
Full details can be found on the FSA’s Register by visiting                                 To access ACE Assistance call: 020 7173 7798
http://www.fsa.gov.uk/register or by contacting the FSA on 0845 606 1234.              The Insured Person, the Insured Person’s partner and the Insured Persons
                                                                                       legal personal representatives may call ACE Assistance then select option 2
Accidental Death Insurance                                                             for a number of counselling, advice and information services providing
The cover provided by this Policy begins as soon as the Account holder’s               emotional support and practical advice including, but not limited to, the
application for the Qualifying Account has been accepted by the Royal Bank             following:
of Scotland. Cover continues automatically as long as:
                                                                                       1. Counselling
i) the Account holder maintains the Qualifying Account; and                            a) Identifying and managing stress and stressful situations.
ii) the insurance continues to be placed with ACE by the Royal Bank                    b) Crisis counselling.
    of Scotland.                                                                       c) Debt counselling.
                                                                                       d) Addiction counselling.
As this insurance may continue for more than a year the Qualifying Account             e) Advice on the practical and emotional aspects of living with a long-term
holder should review it periodically to ensure that cover remains adequate. If,           injury or disablement.
whilst the Policy is in force, an Accident occurs during the Effective Time and        f) Following death, support and help for the bereaved family and colleagues
causes Bodily Injury to an Insured Person ACE will pay the Benefit Amount                 to cope with the trauma of their loss.
shown in the Schedule of Benefits for death.                                           g) Support in dealing with the psychological impact of not being able to
The total Benefit Amount payable shall not exceed the maximum amount                      continue in employment due to injury and advice about finding more
shown in the Schedule of Benefits for each Insured Person in respect of any               suitable employment.
one Accident. Benefit shall not be payable under more than one Section.                h) Providing information and details of organisations which provide face-to-
                                                                                          face counselling.
In respect of Insured Persons aged 70 years and over at the time of
sustaining Bodily Injury the Benefit Amount payable under Section 2 Schedule           2. Legal Advice
of Benefits shall be reduced by 50%.                                                   a) Advice where injury has been caused by the negligence of a third party.
If an Insured Person holds two or more Qualifying Accounts at the time of              b) Advice on employment issues including redundancy, bullying, harassment,
sustaining Bodily Injury the total Benefit Amount payable shall be limited to             unfair discrimination and retirement.
200% of the maximum Benefit Amount shown in the Schedule of Benefits or
the aggregate of the Benefit Amounts applicable to each Section whichever              3. Personal Tax Advice
is less.                                                                               General advice on tax issues of a personal nature (but excluding financial
                                                                                       planning advice relating to ways of avoiding or reducing personal tax liability).
In respect of a Qualifying Account that is a joint account the Benefit Amount
payable in respect of any one Insured Person shall be proportionately                  4. Medical Advice
reduced by the number of names which appear on the Royal Bank of                       a) General medical advice which can be given over the telephone.
Scotland’s records as holders of the joint account.                                    b) How to access details of the length of hospital waiting lists.
Any contributory degenerative condition or disability known by the Insured             c) Providing details of additional sources of information and societies who
Person to be in existence at the time of sustaining Bodily Injury will be taken           specialise in dealing with particular disabilities.
into account by ACE in assessing whether the Benefit Amount is payable.                d) Information on facilities available through Social Services.
                                                                                       e) Advice on how to obtain a second opinion.
Schedule of Benefits
                                                                                       5. Bereavement Advice
Section 1                                                                              a) Information on locating wills, obtaining Grant of Probate or Letters of
                                                                                          Administration or the need to consult a solicitor.
Effective Time                                                                         b) Advice on how to register death, the duties of the Coroner and information
Whilst an Insured Person is mounting into, dismounting from or travelling in:             on the documents required by the Registrar.
a) any Licensed Public Transport or                                                    c) Referral to a funeral director and advice on the practical details.
b) any car hired for a period not exceeding 30 days.
   during the course of a Journey (including walking between different forms           6. State Benefit Advice
   of transport where a connection is being made).                                     a) Information on entitlements to State Benefits.
                                                                                       b) Advice on the financial implications of long term absence from work due
Benefit Descriptions              Benefit Amount                                          to injury.
Royalties Gold
Death                             £200,000
                                                                                       Definitions
Section 2
                                                                                       Accident shall mean a sudden violent, external, unforeseen and identifiable
Effective Time                                                                         event and the word Accidental shall be construed accordingly.
24 hours a day anywhere in the world
                                                                                       Benefit Amount shall mean the maximum amount ACE can pay as shown in
Benefit Description              Benefit Amount                                        the Schedule of Benefits.
Royalties Gold                                                                         Bodily Injury shall mean injury which is caused solely by Accidental means
Death                            £15,000                                               and which independently of illness or any other cause within twenty-four
                                                                                       calendar months from the date of the Accident results directly in the Insured
Disappearance                                                                          Person's death.
If an Insured Person disappears and after a suitable period of time it is
reasonable for the Police or registration authorities to believe that such             Claim shall mean a single loss or series of losses Due To one cause insured
Insured Person has died as a result of Bodily Injury, the death benefit shall          by this Policy.
become payable subject to a signed undertaking that if the belief is
subsequently found to be wrong such death benefit shall be refunded to ACE.            Due To shall mean directly or indirectly caused by, arising from or in
Exposure                                                                               connection with.
If an Insured Person suffers Bodily Injury as a result of unavoidable exposure
to the elements ACE will consider it as having been caused by an Accident.             Hazardous Pursuits shall mean racing (other than on foot or whilst
                                                                                       swimming); motor rallies and competitions; mountaineering or rock climbing


                                                                                                                                                          47
requiring the use of ropes or guides; aviation as a pilot or crew member of a        7. The Insured Person and ACE agree that it is not intended for any third
fixed wing or rotary propelled aircraft.                                                party to this contract to have the right to enforce the terms of this
Insured Person shall mean any Royalties Qualifying Account Holder.                      contract. The Insured Person and ACE can rescind or vary the terms of
                                                                                        this contract without the consent of any third party to this contract who
Journey shall mean any trip described under Schedule of Benefits Section 1              might seek to assert that they have rights under Contracts (Right of Third
Effective Time undertaken by an Insured Person, which commences whilst                  parties) Act 1999.
the Policy is in force. Cover will commence from the time of departure from
home or place of business, until return thereto, subject to a maximum                Claim Provisions
duration of 90 consecutive days for any one trip.                                    1. On the happening of any occurrence likely to give rise to a Claim under
Licensed Public Transport shall mean an air, land or water vehicle operated             this Policy notice shall be given to ACE European Group Ltd, A&H Claims
under licence for the transportation of fare paying passengers.                         Department, 200 Broomielaw, Glasgow G1 4RU Telephone: 0845 841
Qualifying Account shall mean a Royal Bank of Scotland Royalties                        0059 (UK only), International: +44 (0)141 285 2999, Facsimile: 01293
Gold Account.                                                                           597373, email: claims@acegroup.com, within 60 days or as soon as
                                                                                        possible after the date of the occurrence.
Qualifying Account holder shall mean a person who has a Qualifying
Account provided by the Royal Bank of Scotland.                                      2. If any Claim under this Policy shall be in any respect fraudulent or if any
                                                                                        fraudulent means or devices shall be used by an Insured Person or any
Qualified Medical Practitioner shall mean a doctor or specialist who is                 Insured Person’s legal representatives to obtain benefit under this Policy
registered or licensed to practice medicine under the laws of the country in            ACE shall be under no liability in respect of such Claim.
which they practice.
                                                                                     3. ACE will pay the Benefit Amount for accidental death to the estate of the
War shall mean armed conflict between nations, invasion, act of foreign                 deceased Insured Person and the receipt given to ACE by the Personal
enemy, civil war, military, or usurped power.                                           Representatives shall be a full discharge of liability by ACE in respect of
                                                                                        the Claim for such Benefit Amount.
Exclusions
The following Exclusions are applicable to this Policy.                              Complaints Procedures
                                                                                     ACE is dedicated to providing a high quality service and wants to maintain
ACE shall not be liable for payment of any benefit for Bodily Injury Due To:         this at all times. If it is felt that a first class service has not been offered or a
1. suicide, attempted suicide or deliberate self-inflicted injury by the Insured     complaint must be made regarding this insurance ACE should be contacted
   Person regardless of the state of their mental health.                            at the following address:
                                                                                     The Customer Service Manager, ACE European Group Ltd, Accident & Health,
2. an Insured Person’s own illegal act.                                              200 Broomielaw, Glasgow G1 4RU Telephone: 0845 841 0056 (UK only),
3. the Insured Person being under the influence of intoxicating liquor or            International: +44 (0) 141 285 2999, Facsimile: 01293 597376,
   drugs other than drugs taken in accordance with treatment prescribed              email: A&Hcustserv.complaints@acegroup.com quoting Policy details.
   and directed by a Qualified Medical Practitioner but not for the treatment        The Financial Ombudsman Service may be approached for assistance if the
   of drug addiction.                                                                Policyholder or Insured Person is dissatisfied with ACE’s final response. Its
4. sickness or disease not directly resulting from Bodily Injury.                    contact details are: The Financial Ombudsman Service, South Quay Plaza,
                                                                                     183 Marsh Wall, London E14 9SR Telephone: 0845 0801 800
5. Human Immunodeficiency Virus (HIV) or other forms of the virus, Acquired          Facsimile: 020 7964 1001
   Immune Deficiency Syndrome (AIDS) and AIDS-Related Complex (ARC)                  email: enquiries@financial-ombudsman.org.uk
   other than if contracted as a result of a blood transfusion given by a            Web Site: www.financial-ombudsman.org.uk
   Qualified Medical Practitioner;
                                                                                     The existence of these complaint procedures does not reduce your Statutory
6. the Insured Person engaging in Hazardous Pursuits                                 Rights relating to this Policy. For further information about your Statutory
7. War or any act of War, whether declared or not.                                   Rights contact the Office of Fair Trading or Citizens Advice Bureau.
8. the Insured Person being on active service in the armed forces of any             Financial Services Compensation Scheme
   nation or international authority.                                                In the unlikely event that ACE is unable to meet its liabilities, the Policyholder
9. the Insured Person’s wilful exposure to exceptional danger (unless in an          may be entitled to compensation under the Financial Services Compensation
   attempt to save human life)                                                       Scheme (FSCS) up to a maximum of 90% of claim without any upper limit.
                                                                                     Further information can be obtained from the Financial Services
Conditions                                                                           Compensation Scheme, 7th Floor, Lloyds Chambers, 1 Portsoken Street,
                                                                                     London E1 8BN. Telephone: 020 7892 7300. Fax: 020 7892 7301.
Conditions to which this Policy is subject;                                          Website: http://www.fscs.org.uk

1. This Policy shall be read as one contract and any word or expression to           Data Protection/Privacy
   which specific meaning has been attached shall unless the context                 1. ACE fully accepts its responsibility to protect the privacy of customers and
   otherwise requires bear such meaning wherever it may appear.                         the confidentiality and security of information entrusted to it.
2. a) If, for any reason, the Qualifying Account holder wishes to cancel this        2. ACE is part of the ACE Group of companies. It and the group companies
      Policy at any time they may contact ACE and cover for such Insured                will use information given together with other information for the
      Person shall cease from the day ACE receives such notice.                         administration of this Policy, the handling of claims and the provision of
                                                                                        customer services. The information may also be disclosed to ACE’s
     b) ACE may cancel the insurance in respect of any individual Insured               service providers and agents for these purposes. It may be disclosed to
         Person by sending 30 days notice to their last known address.                  the Insured Person’s agents, where appointed. It may also be used for the
                                                                                        purposes of fraud prevention including passing details to other insurers
3.   No sum payable under this Policy shall carry interest unless payment has           and regulatory bodies.
     been unreasonably delayed by ACE following receipt of all the required
     certificates, information and evidence necessary to support the claim.          3. Where the Insured Person has provided information about another person
     Where interest becomes payable by ACE, it will be calculated only from             in connection with the purchase and performance of this insurance Policy,
     the date of final receipt of such certificates, information or evidence.           ACE will assume they have appointed the Insured Person to act for them,
                                                                                        that they have consented to the processing of their personal data,
4.   Where an Insured Person or their personal representatives do not comply            including sensitive personal data and they have consented to the transfer
     with any obligation to act in a certain way specified in this Policy ACE           of their information abroad.
     reserves the right not to pay a claim.
                                                                                     4. ACE (or reputable organisations selected by them) may monitor and/or
5.   It is hereby agreed between ACE and the Insured Person that:                       record communication to ACE, to ensure consistent servicing levels and
     a) this policy shall be governed and construed in accordance with the law          account operation.
         of England and Wales, all disputes shall be handled by a court within       5. ACE will keep information about the Insured Person only for so long as it
         the United Kingdom.                                                            is appropriate. The Insured Person has a right to request a copy of the
     b) Communication of and in connection with this Policy shall be in the             information (for which ACE may charge a small fee) and to correct any
         English language.                                                              inaccuracies. To make sure instructions are followed correctly and to
                                                                                        improve ACE’s service through staff training, telephone calls may be
6.   It is the insured's responsibility to provide complete and accurate                recorded.
     information to the Royal Bank of Scotland and ACE when applying for the
     Qualifying Account and throughout the life off this policy. It is important     .
     that the Insured Person ensures all statements made in the application,
     over the telephone, on claim forms and other documents are full, true and
     correct. Please note that if they are not this could invalidate the insurance
     cover and could mean that part or all of a claim may not be paid.




      48
Royalties Gold Membership Services are provided by Affinion International Limited acting as agents for The Royal Bank
of Scotland plc.
RBS is a member of the Financial Services Compensation Scheme (FSCS). The Scheme can pay compensation to customers if they are
eligible and a regulated firm is unable to pay claims against it, usually if the firm stops trading or is insolvent. Compensation limits
apply depending on the type of claim.
For deposits that are held in a bank or building society in the UK, the Scheme will cover up to £85,000 per person.
Deposits in all currencies are treated the same.
Deposits with RBS, Direct Line, the One Account, Child & Co, Drummonds and Holt’s are all covered by a single FSA authorisation. This
means the total deposits with these firms will count towards the one compensation limit.
Most retail consumers (this includes private individuals and some small businesses) are eligible under the Scheme.
For further information on the conditions governing compensation and details on how to apply please refer to the FSCS
at www.fscs.org.uk


The Royal Bank of Scotland plc.
Registered Office: 36 St. Andrew Square, Edinburgh EH2 2YB.
Registered in Scotland No. 90312.

www.rbs.co.uk                                                                                                         B126 25 June 2012

				
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