Royalties Gold Service Guide _pdf 262kb_ - RBS

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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 2012).
                 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.
                                       Insurance              Page
Sentinel® Protection Lost and Stolen Card Assistance              4




                                                                       Contents
                             Mobile Phone Insurance               5




                                Entertainment                 Page
                                        Introduction              6
                           Discounted Dining Service              6
                                  Freetime Activities             7




                                              Home            Page
                                   Extended Warranty              8




                                                  Car         Page
                                 Car Breakdown Cover              9




                                              Travel          Page
                                       Introduction              10
                                      Travel Service             10
                         UK Airport Lounge Access                11
         UK & Worldwide Multi-trip Travel Insurance              12
                            Travel Money Services                13




                       Terms and Conditions                   Page
                                                             14-31




     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.
    Insurance

    Sentinel® Protection Lost and
    Stolen Card Assistance
    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, you automatically qualify
    for Sentinel® Protection Lost and Stolen Card Assistance. In the event of an emergency,
    one simple phone call cancels all your 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. Plus, if your cards
    are lost or stolen whilst you are away from your home, we’ll advance you up to £7,750
    cash. (Cash advances are subject to status and availability and are repayable within
    30 days of receipt.) Please note if the cardholder has no ID due to it being lost or
    stolen, maximum advance is £350. Maximum cash advance if the incident happened
    whilst in the UK is £1,000.
    To find out how you can protect yourself from security and fraud threats,
    visit www.rbs.co.uk/security




      How do I take advantage?
           – You automatically qualify, but if you’d like 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.




4
                                                                                              Insurance
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,
you are automatically covered 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.
Cover is automatic, there is no requirement to register, however if you do so, this may
help speed up your claim. Full Terms and Conditions apply to this product, please
refer to the back of this booklet.


  How do I take advantage?
  To register your phone(s):
      – 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.




                                                                                          5
    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.




6
Freetime Activities
Why is it useful?




                                                                                                Entertainment
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.




                                                                                            7
    Home

    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.
    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.




8
Car

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 we can help
    G   If necessary, transportation to a local repairer
    G   Cover for all cars registered to you at your home address

Please note: You may have to pay extra costs if your choice of destination exceeds
10 miles and is further than our choice of nearby available repairer.




                                                                                                   Home
   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.


                                                                                               9
     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.




10
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.

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




                                                                                             11
     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 2012).

       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.




12
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          Travel
    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.




                                                                                              13
Royalties Gold – Terms and Conditions                                              cash advance(s)    A payment in connection with an incident made by
                                                                                                      Sentinel® Protection to you or a registered member
These Terms and Conditions should be read together with our                                           which must be repaid within 30 days of receipt.
RBS Personal & Private Current Account Terms and our
                                                                                   communication      The fax, telephone, internet or letter costs you or a
Personal & Private Current Account Fees & Interest Rates.                          costs              registered member have to pay when reporting an
We reserve the right to withdraw or amend benefits on 30 days                                          incident to Sentinel® Protection, the police and to any
                                                                                                      other insurer.
notice. In exceptional circumstances we may need to do this
immediately and inform you as soon as possible afterwards.                         home               Your permanent place of residence in the UK.

The details you supply will be stored securely and used by                         incident           An event or series of connected events, which result in
                                                                                                      the loss or theft of cards; personal belongings and/
Royalties Membership Services to administer your benefits. These                                       or personal money belonging to you or a registered
details will not be kept for longer than necessary. You are entitled                                  member. Personal money and personal belongings
to a copy of the information held about you, for which we may                                         must be lost or stolen at the same time as card(s)
charge you.                                                                                           belonging to you or a registered member.
                                                                                   Insurer            Allianz Insurance plc
If you are a Royalties Gold member living abroad you may not
be entitled to some of the benefits. Please contact the individual                  personal           The handbag, briefcase, wallet, or purse owned and used by
service provider to confirm eligibility.                                            belongings         you or a registered member at the time of an incident.
                                                                                   personal money     Cash for the personal use of you or a registered member
Sentinel® Protection Lost and Stolen Card Assistance Terms                                            and withdrawn from an account in the name of you or a
                                                                                                      registered member. Personal money includes the value
This benefit is provided by Sentinel® Protection.                                                      loaded to prepaid cards.
Sentinel® Protection is a trading name and registered trademark of                 registered         Any person, registered with Sentinel® Protection who
Affinion International Limited. Registered in England No.1008797.                   member(s)          lives at your home.
Registered address: Charter Court, 50 Windsor Road, Slough,                        Schedule of        A document sent to you detailing the card(s) registered by
Berkshire SL1 2EJ.                                                                 Registered Items   you and a registered member under this agreement.
Affinion International Limited (“Affinion”) is authorised and regulated              Sentinel®          Sentinel® Protection is the trading name and registered
by the Financial Services Authority in respect of insurance mediation              Protection         trademark of Affinion International Limited.
activities only. Its FSA registered number is 311584. Affinion acts                 United Kingdom     Scotland, England, Wales and Northern Ireland
as an intermediary for arranging the insurance and provides the                    (UK)
administration of the associated services. The insurance provided                  year               A period of 12 months from the date you opened
by this benefit is underwritten by Allianz Insurance plc: Registered                                   your Royalties Gold Account and each 12 month period
                                                                                                      thereafter.
in England No. 84638. Registered Office: 57 Ladymead, Guildford,
Surrey GU1 1DB United Kingdom. Allianz Insurance plc is authorised                 you, your          You being the person who receives this membership as
                                                                                                      a benefit of your Royalties Gold Account.
and regulated by the Financial Services Authority (FSA).
Statement of demand and needs
                                                                                  Section 1 – Insurance and Services
Sentinel® Protection agreement meets the demands and needs of
                                                                                  The services and insurance covers available to you and all
residents of the United Kingdom who are over 18 years of age and
                                                                                  registered members are set out in the following sections:
wish to ensure they:
                                                                                  A – Registration and Assistance Services
    are covered against the accidental loss or theft of their personal
    belongings (handbag, wallet, purse or briefcase) and personal                 B – Assistance services following loss or theft of cards
    money;                                                                        C – Insurance covers
                                                                                         Communication costs
    are covered for communication costs incurred in dealing with an
                                                                                         Personal Money
    incident – notifying Sentinel® Protection, the police or another
                                                                                         Personal Belongings
    insurer of the loss or theft of cards, personal belongings and
    personal money.                                                               Sentinel® Protection provides the services detailed in Parts A
                                                                                  and B and unless stated otherwise, the insurance covers in Part
Please note however the insurance covers included in this
                                                                                  C are provided by the Insurer and administered on their behalf by
agreement have not been provided to you based on a personal
                                                                                  Sentinel® Protection.
recommendation.
                                                                                  The services and insurance covers are provided for use worldwide
Meanings you need to know
                                                                                  within the agreement period.
Some of the words in these Terms have special meanings. These are
                                                                                  A – Registration and Assistance Services
explained below and have the same meaning wherever they appear
in bold type.                                                                     To access any of these services simply call Sentinel® Protection:
                                                                                  From the United Kingdom:                  08705 62 55 55
 agreement           These terms and conditions between you, Sentinel®
                     Protection and the Insurer.                                  From outside the United Kingdom:          +44 (0)239 265 2222
 agreement period    The period in which you are entitled to the insurance and    Card registration service
                     services, which will be for as long as your Royalties Gold   You and each registered member can register your card details
                     Account is open.
                                                                                  with Sentinel® Protection. In the event that any of your registered
 card(s)             The credit and debit cards, including Post Office™ card       cards are lost or stolen, Sentinel® Protection will provide you or
                     accounts, charge cards, store cards and other similar
                     payment cards (including prepaid cards but excluding fuel    the registered member with the details registered. If you have
                     cards), which you or a registered member owns.               registered your card(s) you can check the details are correct by
                                                                                  requesting a Schedule of Registered Items.




           14
Valuable document registration service                                  policy or procedure. Western Union terms and conditions are
You and each registered member can register details of valuable         available at its offices.
documents such as a passport or driving license with Sentinel®          In the event a registered member fails to repay a cash advance
Protection. If any of these documents are lost or stolen during         within 30 days, Sentinel® Protection will pursue recovery of the
the agreement period, Sentinel® Protection will provide you             debt from you.
or the registered member with the relevant details. Sentinel®
                                                                        C – Insurance Covers
Protection will not undertake the safekeeping of original or copies
of valuable documents.                                                  Communication costs, personal money and personal belongings
B – Assistance Services following the loss or theft of cards            For communication costs and personal belongings:
                                                     ®
To access any of these services simply call Sentinel Protection:            the amount shown for each cover is subject to an overall limit
From the United Kingdom:                  08705 62 55 55                    of £600 per incident.
From outside the United Kingdom:          +44 (0)239 265 2222               a maximum of 3 incidents per year.
Card loss reporting                                                     Communication Costs
In the event of an incident resulting in the loss or theft of cards      What is         Communication costs paid in dealing with and reporting
belonging to you or a registered member, Sentinel® Protection will       covered?        an incident.
arrange for cards to be cancelled and reissued by the card issuer.       The limits      Up to £500 per incident
Emergency cash advance
Sentinel® Protection will arrange a cash advance for you or a           Personal Money
registered member if your or the registered member’s card(s)
                                                                         What is         Personal money lost or stolen at the same time
are lost or stolen and you or the registered member have no other        covered?        as a card.
means of paying for travel tickets, accommodation or obtaining
                                                                                         Up to £200 per incident
cash whilst stranded away from your home. A cash advance of              The limits
                                                                                         Maximum of 1 incident per year
up to £7,750 per incident will be made available when you or the
registered member provide Sentinel® Protection with:
                                                                        Personal Belongings
   details of an alternative card from which the cash advance
                                                                         What is
   can be debited; or                                                    covered?
                                                                                         Costs of replacing lost or stolen personal belongings
                                               ®
   details of a friend or relative who Sentinel Protection can           The limits      Up to £100 per incident
   contact and will authorise a payment from their own resources
   to Sentinel® Protection; or                                          What is not covered?
   authorisation to carry out a credit check with a credit reference        Any claim for communication costs and personal
   agency or to obtain a reference from an employer and                     belongings totalling more than £600 per incident.
   the credit check or reference is considered satisfactory to
   Sentinel® Protection.                                                    Any claim for personal money totalling more than £200
                                                                            per incident.
Sentinel® Protection will arrange for the cash advance to be made
available at the nearest office of Western Union or one of its agents.       Any costs not directly related to an incident.
Full details will be provided when you call to request an advance.
                                                                            Any costs other than communication costs.
Please note:
                                                                            Any costs associated with travel documentation which have not
Cash advances are repayable within 30 days of receipt. Sentinel®            been pre-authorised by Sentinel® Protection.
Protection may refuse to provide a cash advance to you or the
registered member if, in Sentinel® Protection’s reasonable                  Any personal money not reported lost or stolen at the same
opinion, there is any reason to believe you or the registered               time as reporting the incident.
member may not be able to repay the cash advance.                           Claims which do not include the necessary supporting
Sentinel® Protection will not provide a cash advance:                       documentation – receipts for the replacement, or other
                                                                            evidence of purchase.
   if you or the registered member has not reported the theft of
   cards or personal money to the police;                                   Any personal belongings not reported lost or stolen at the
                                                                            same time as reporting the incident.
   when you or the registered member are stranded within a
   50 mile radius of your home;                                         SECTION 2 – General conditions applying to the whole agreement
   in excess of £7,750 per incident;                                    1. Reasonable Precautions
                                                                            You and the registered member must take all reasonable steps
   for less than £100 within the United Kingdom;
                                                                            to prevent the loss or theft of cards and personal belongings.
   in excess of £1,000 within the United Kingdom;                       2. Rights of Recovery
   of more than £350 if you or the registered member are                    Sentinel® Protection and the Insurer have the right, if we choose,
   unable to provide proof of identity for a cash advance. In this          in your or the registered member’s name but at our expense to:
   case, Sentinel® Protection will require a copy of the police
                                                                            i) start legal action to get compensation from anyone else; and
   report confirming that the identification has been lost or stolen.
                                                                            ii) start legal action to get back from anyone else any payments
A cash advance may not be available if you cannot comply with
                                                                                that have already been made.
Western Union’s terms and conditions or if Western Union or it
agents think it may violate any applicable law or Western Union

                                                                                                                                        15
    You and the registered member must provide Sentinel®                       this time they will write to you within 5 working days, and do
    Protection or the Insurer with all reasonable help to take legal           their best to resolve the problem within 4 weeks.
    action against anyone if asked.                                            If Sentinel® Protection cannot respond within these timescales
    You or the registered member must not settle, reject or negotiate          they will write to you again within 4 weeks to provide you with
    any claim without the written permission of Sentinel® Protection           a final response or to let you know when they will contact you
    or the Insurer.                                                            again, which will be within 8 weeks from when you first contacted
3. Rates of Exchange                                                           Sentinel® Protection about your complaint.
   Any claim made under this agreement in a currency other than                If Sentinel® Protection has not resolved your complaint to your
   pounds sterling will be settled at the rate of exchange prevailing          satisfaction within 8 weeks from when you first contacted them
   at the date the claim was notified to Sentinel® Protection.                  you may refer your complaint to the Financial Ombudsman Service
4. Changes you can make to the agreement – keeping details                     for an independent review. Using the complaints procedure or referral
   up to date and changing address Sentinel® Protection                        to the Financial Ombudsman Service does not affect your legal rights.
   will only accept instructions from you to change your personal          9. Data Protection – How your data will be used
   details or your home address.                                              The details you and registered members supply will be
    You must tell Sentinel® Protection when a registered member               stored securely and used by Sentinel® Protection to administer
    is no longer living at your home address and tell the registered          your Sentinel® Protection membership. Information may be
    member that the protection available under this agreement                 disclosed to regulatory bodies and/or your bank or card issuer
    has ended. They can apply for a new agreement if they want the            and/or our subcontractors for the purposes of providing the
    insurance cover and assistance services to continue.                      services. These details will not be kept for longer than necessary.
                                                                              They will at all times be held securely and handled with the
5. Cancelling your agreement                                                  utmost care in accordance with all principles of English law.
   Sentinel® Protection is provided to you as a benefit of your
   Royalties Gold Account and will remain active for as long as                If Sentinel® Protection check the credit rating of you or a
   your Royalties Gold Account is active, or until you are no longer           registered member with a credit reference agency in order to
   entitled to this benefit, whichever is earlier. Closure of your              provide a cash advance, the credit reference agency will keep
   Royalties Gold Account will result in immediate cancellation of             a record of this enquiry. Other organisations using the agency
   your agreement.                                                             may then use this information for credit assessments or to trace
                                                                               debtors and prevent fraud.
6. When the agreement ends
   Your agreement will end at the earliest of the following:                   You are entitled to a copy of all of the information held about you
                                                                               for which Sentinel® Protection may charge you £10. By entering
    – the date your agreement is cancelled by you or                           into your agreement, you give your consent to the transfer of
      Sentinel® Protection;                                                    data outside of the EEA including to the USA (including to a sister
    – the date you cease to live permanently within the                        company of Affinion International Limited) for the purposes of data
      United Kingdom;                                                          processing relating to the provision of services. Your data may also
    – the date you or a registered member submit a claim knowing               be disclosed to third parties where required by law or in the event
      it to be false, fraudulent or a misrepresentation.                       that Sentinel® Protection merges with or is bought by another
                                                                               company, or otherwise undergoes a corporate restructuring. For
7. Choice of Law                                                               more information about Sentinel® Protection’s data processing
   If your address is in Scotland, Scots law applies between you,              activities, please write to Customer Services Manager, Sentinel®
   us and the Insurer and the Scottish courts have non-exclusive               Protection, Sentinel House, Airspeed Road, Portsmouth,
   jurisdiction over any disputes arising out of this benefit.                  Hampshire PO3 5RF.
    If your address is in England or elsewhere, English law applies        10. Security
    between you, us and the Insurer and the English courts have non-           You may be required to validate any request you and registered
    exclusive jurisdiction over any disputes arising out of this benefit.       members make to Sentinel® Protection by providing the security
8. How to make a complaint                                                     details you and registered members have registered. Failure to
   If you have cause for dissatisfaction and wish to complain                  provide such security details or other suitable validation will result
   about Sentinel® Protection please contact: Sentinel®                        in Sentinel® Protection refusing to act upon such a request. If
   Protection on 08705 62 55 55 or write to: The Customer                      you or registered members have not registered security details
   Services Department, Sentinel® Protection, Sentinel House,                  with Sentinel® Protection you and registered members should
   Airspeed Road, Portsmouth, Hampshire P03 5RF quoting                        contact Sentinel® Protection as soon as possible to ensure
   your membership number. Alternatively you can send your                     Sentinel® Protection is able to provide you and registered
   complaint directly to the Insurer at Customer Satisfaction                  members with the service to which you and registered
   Manager, Allianz Insurance plc, PO Box 589, Great West House                members are entitled.
   (GW2), Great West Road, Brentford TW8 1AH. Telephone:                   11. Financial Services Compensation Scheme
   01483 260758 Email: schemescsm@allianz.co.uk.                               You may be entitled to compensation from the Financial
             ®
    Sentinel Protection aims to promptly solve most of their                   Services Compensation Scheme (FSCS), if Sentinel®
    customers’ complaints at the initial point of contact. Sentinel®           Protection or the Insurer cannot meet their liabilities under
    Protection’s staff is fully trained to deal with your complaint            this agreement. The level of compensation provided by the
    quickly and efficiently. However should you not be satisfied                 FSCS is 90% of the claim without any upper limit. Further
    with the response you have received, your complaint will be                information is available from the FSCS on 0800 678 1100
    responded to by the Customer Relations Team who will aim                   or 0207 741 4100 or at enquiries@fscs.org.uk.
    to resolve your complaint, if this is possible, by the end of          12. Call Recording
    the next working day following receipt of your complaint. If               Telephone calls made to Sentinel® Protection may be
    Sentinel® Protection cannot resolve your complaint within                  monitored and/or recorded. These recordings may be used

        16
    to monitor the accuracy of information exchanged between                2. The Jade 25% Discount offers are only available through
    Sentinel® Protection and its members. They may also be                     the Royalties Dining Service and bookings must be made in
    used to allow additional training to be provided to Sentinel®              advance of your intended visit to the restaurant. All bookings
    Protection staff or to prove that Sentinel® Protection                     must be made online via the Royalties Gold Dining Service
    procedures comply with legal requirements. Sentinel®                       website, or by telephone through Royalties Gold Membership
    Protection staff are aware that conversations are monitored                Services. Bookings must not be made directly with the restaurant.
    and recorded.                                                           3. There is no limit to the number of times you may use the service,
13. Sentinel® Protection Limitation of Liability                               provided you are a registered Royalties Gold Account Holder.
    This section (and any other section excluding or restricting our        4. The Jade 25% Discount is not valid in conjunction with any other
    liability) applies to Sentinel® Protection’s directors, officers,           promotional offer or discount such as senior citizen rates, already
    employees, subcontractors, agents and affiliated companies as               reduced lunchtime and early evening specials or any other such
    well as to Sentinel® Protection. Nothing in this agreement in              offer, takeaways or drinks only. It cannot be guaranteed that the
    any way limits or excludes Sentinel® Protection’s liability for            discounts will be available in December when restaurants run
    negligence causing death or personal injury or for fraudulent              their Christmas menu, Christmas Eve, Christmas Day, Boxing
    misrepresentation or for anything which may not legally                    Day, New Year’s Eve, New Year’s Day, other bank holidays or
    be excluded or limited. Without prejudice to the rest of this              celebrations such as Valentine’s Day or Mother’s Day.
    agreement, Sentinel® Protection’s liability of any kind in
    respect of any services or otherwise shall be limited to £100.          5. In the event of any difficulty with a booking and/or receiving the
    In no event will Sentinel® Protection be liable for any:                   discount, please contact Royalties Gold Membership Services.
    – economic losses (including, without limit, loss of revenues,          6. The Royalties Gold Dining Service accepts no responsibility if
      profits, contracts, business or anticipated savings);                     a participating establishment ceases to trade or undergoes a
                                                                               change of ownership.
    – loss of goodwill or reputation;
                                                                            7. All information about restaurants is correct at the time of
    – losses that you incur that were not reasonably foreseeable               publication, and every effort has been made to ensure the
      to you and Sentinel® Protection when your agreement                      accuracy of the information provided. Neither Affinion, The Royal
      was entered into;                                                        Bank of Scotland nor lastminute.com accepts responsibility for
    – damage to or loss of data, to the extent that this was not               errors or omissions. Participating restaurants may be subject to
      in the contemplation of Sentinel® Protection and you                     change without notice and published restaurant prices may also
      at the commencement of the agreement period and is                       be subject to change without notice.
      not attributable to Sentinel® Protection’s negligence or              Please refer to the full terms and conditions within your Royalties
      breach of your agreement; or                                          Gold Dining Guide. They are also available on request.
                                                                       ®
    – the content of any messages which you provide to Sentinel
                                                                            Freetime Activities
      Protection or ask Sentinel® Protection to send to friends or
      family on your behalf (and you hereby agree to compensate             The attraction prices can change on a regular basis and it is advisable
      Sentinel® Protection for any loss or damage caused to                 to contact the venue direct before visiting. For all attraction details
      Sentinel® Protection as a consequence of such content).               and full Terms and Conditions please refer to your Freetime Activities
                                                                            guide. They are also available on request.
14. War, Terrorism and Riot
    Sentinel® Protection will not be liable for losses arising from         Extended Warranty – Terms and Conditions
    its inability to provide the services and or the insurance covers       This insurance provides cover for qualifying purchases made on
    in the event of war, terrorism, invasion, an act of foreign enemy,      or after the first day of you opening your Royalties Gold account,
    hostilities (whether war be declared or not), riot, strike, civil       subject to the terms and conditions shown below.
    commotion, civil war, revolution, insurrection or military or
    usurped power or for any reason that is beyond our reasonable           Extended Warranty Cover includes most purchases of well known,
    control. The insurance covers provided in this agreement                brand name, domestic electrical products that you buy in the United
    exclude any losses arising from war, terrorism, invasion, an act        Kingdom. Cover is only in force if you pay for the item in full, with
    of foreign enemy, hostilities (whether war be declared or not),         a single transaction using your qualifying Royal Bank of Scotland
    riot, strike, civil commotion, civil war, revolution, insurrection or   branded debit or credit card.
    military or usurped power.                                              For Internet purchases, electrical items must be purchased from
15. General Rights                                                          Internet sites based in the United Kingdom, Isle of Wight and Channel
    Your agreement constitutes the entire agreement between                 Islands and where the goods have a United Kingdom specification
    you, Sentinel® Protection and the Insurer. Any failure to               and are intended for sale in the United Kingdom. This is provided
    exercise or enforce any right or provision of your agreement            that the entire cost of the purchase is paid at the time of the Internet
    shall not constitute a waiver of such right or provision. If any        purchase, with a single transaction using your qualifying card.
    provision of your agreement is found by a competent                     Please read this document carefully and keep it in a safe place as
    jurisdiction to be invalid, then the remaining provisions shall         it describes the cover provided and what you need to do to obtain
    remain in full force and effect.                                        its full benefits.
Discounted Dining Service – Terms and Conditions                            Details of Extended Warranty Cover
This is a summary of your Dining Service Terms and Conditions               A. Period of Cover
1. The Royalties Gold Dining Service is operated and managed by             Cover for mechanical or electrical breakdown starts from the date the
   Last Minute Network Ltd trading as lastminute.com (registered            original manufacturer’s warranty ends and lasts for two years from
   office: 39 Victoria Street, London SW1H 0EE, No. 3538456)                 that date subject to a maximum of three years warranty in total.
   on behalf of Affinion International Limited (registered office:
   Charter Court, 50 Windsor Road, Slough, Berkshire SL1 2EJ
   No.1008797).
                                                                                                                                       17
B. Limits                                                                D. Excluded Items
The most the Extended Warranty will pay is:                              No cover is provided for the following items:

  maximum of £1,000 per item;                                              warranty at the time of purchase;


There is an excess of £25 per claim.
If, after independent assessment, your insured item proves
impossible or uneconomical to repair, then a replacement product of
identical model and type will be supplied. If an identical product is
not available, your insured item will be replaced, at our discretion,
with an alternative product of equivalent specification and quality.        the UK, Channels Islands or Isle of Man;
Extended Warranty provides cover only for claims or portions of
claims which are not covered by other applicable guarantees,               disposable including bulbs, batteries and fuses, vacuum bags
warranties, insurance or indemnity policies, subject to the stated         and computer disks;
limits of liability. An indemnity is an agreement by an indemnifying
party to put another party back in the position which they were in
before the incident that led to the claim occurred. Forms of indemnity     second-hand;
include compensation, repairs, replacement and reinstatement.
If your Royalties Gold account is closed or if The Royal Bank of           communication device;
Scotland terminates the cover provided through the account,
qualifying purchases made whilst the cover was in effect will still
be eligible for claims.                                                                              UK specification or an original
It is important that, for each eligible purchase, you also keep your       manufacturer’s warranty valid in the UK.
original purchase receipts, showing it was paid for in full at the       E. Exclusions
point of sale using an eligible card.
                                                                         Extended Warranty Cover will not pay for:
C. Claims Procedures
1. If an item breaks down after the manufacturer’s original warranty
   has expired, you should call Royalties Membership Services on           any product;
   08705 62 55 55 to verify that the item is covered for repair. You
   will be asked for:                                                                                        your product, including but not
                                                                           limited to;



                                                                           refrigeration equipment);

                                                                           appliance that has been incorporated into fitted units;
2. Royalties Membership Services will confirm whether the item is
   covered, and will instruct you to contact an authorised service         corrosion which does not prevent your product from working;
   centre to inspect the item. You will be sent an Extended Warranty
   Claim Form and a pre-addressed return envelope within two               trim and fittings;
   business days.
3. You must complete and return the claim form, with where
   possible, the following documentation:
                                                                           routine service, maintenance, inspection or installation;
     and the repair work to be carried out and the cost of labour
     and parts;
                                                                           product or any loss other than the repair or replacement cost
                                                                           of the product;

                                                                           associated with the appliance;
     and the credit card statement showing the transaction.
                                                                                                                             us;
4. You must return the claim form as soon as possible and no
   later than 90 days from the date of the breakdown. Send the
   completed claim form and documents to: Royalties Membership             other person may be held responsible under the terms of any
   Services Claims Department, Sentinel House, Airspeed Road,              guarantee, warranty, indemnity or any other insurance; ‘An
   Portsmouth, Hampshire PO3 5RF.                                          indemnity is an agreement by an indemnifying party to put
                                                                           another party back in the position which they were in before
5. Royalties Membership Services may ask you to submit any                 the incident that led to the claim occurred. Forms of indemnity
   additional information as is reasonably required.                       include compensation, repairs, replacement and reinstatement.’
6. The cost of the claim will be covered by Royalties Membership
   Services less the £25 excess. Payment will be made by cheque.

        18
                                                                              Administrators
  computer equipment, software, microcontroller, microchip,
                                                                              Extended Warranty cover is administered by Royalties Membership
  accessories or associated equipment, to correctly recognise and
                                                                              Services which is a trading name of Affinion Limited. Registered
  process any calendar date or time;
                                                                              office: Charter Court, 50 Windsor Road, Slough, Berkshire SL1 2EJ.
                                                                              Affinion Limited is authorised and regulated by the Financial Services
                                                                              Authority in respect of insurance mediation activities only. Affinion
                                                                              acts as an intermediary for arranging the insurance and provides
                                                                              the administration of the extended warranty cover and associated
  interface problems;
                                                                              services. Their authorisation can be confirmed by the FSA by calling
                                                                              0845 606 1234 or at www.fsa.gov.uk. Their FSA registration number
                                                                              is 311584.
  manufacturer’s acceptable limit;                                            Underwriters
                                                                              This insurance is underwritten by Allianz Insurance plc:
                                                                              Registered in England No. 84638. Registered Office:
  including the withdrawal of analogue transmissions of any type.             57 Ladymead, Guildford, Surrey GU1 1DB, United Kingdom.
                                                                              Branch address:
  manufacturer’s original specification.                                       Allianz Schemes
Extended Warranty Cover will not pay for any breakdown due to or              PO Box 589 G W
arising from:                                                                 2 Great West House
                                                                              Great West Road
                                                                              BRENTFORD
                                                                              TW8 1AH
                                                              you;            United Kingdom.
                                                                              Allianz Insurance plc is authorised and regulated by the Financial
                                                                              Services Authority (FSA). Our authorisation can be confirmed by
  insurrection;                                                               the FSA by calling 0845 606 1234 or at www.fsa.gov.uk.
                                                                              Our FSA registration number is 121849.
                                      you or your resident family;
                                                                              The terms and conditions of this insurance policy do not affect your
  supplied at all;                                                            right to take legal action.
                                                                              Choice of Law
When the Policy Period Ends                                                   Unless we agree otherwise:
The policy period will end on the first of the following:                      a. the language of the policy and all communications relating to it
                                                                                 will be English; and
                                                                              b. all aspects of the policy, including negotiation and performance,
                                                                                 is subject to English law and the decisions of English courts.
  expires and is not renewed;
                                                                              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 this Extended Warranty cover. You may of course stop using
Fraud                                                                         any elements of the product at any time. Affinion International will
If the insured or anyone acting on behalf of the insured makes any            only cancel your agreement if instructed to do so by your bank. In
false or fraudulent claim or supports a claim by false or fraudulent          this 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   This product may only be altered, varied or its conditions relaxed by
retain the right to keep the premium and to recover any sums paid by          Royalties Membership Services, giving you 30 days notice in writing.
way of benefit under the policy.                                               In the event of such changes, your attention is drawn to your right
If we receive a claim under your policy we may ask you or any                 to stop using any elements of the product.
person covered under the policy to give written consent, during the           This insurance will not be honoured if:
claims process for us to obtain specified information and material
from the police and to exchange information and material with them.             with the intent to deceive or mislead;
The purpose of these measures is to help us verify claims and to
guard against fraud. If you or a covered person gives such consent,
you or the covered person will be given the opportunity to receive a            misrepresentation;
copy of the information and material the police release to us. Should
you or any covered person decline to give such consent we may in
turn decline to settle the claim without the required information and
material. We will not normally release information or material about a
covered person to you without their consent.



                                                                                                                                       19
Complaints Procedure                                                    To request a copy of the information held about you, please write to:
Sales                                                                   Royalties Membership Services
                                                                        PO Box 116
If you have a complaint about the services provided by Royalties
                                                                        Portsmouth
Membership Services please contact: The Customer Services
                                                                        PO3 5YW.
Manager, Royalties Membership Services, Sentinel House,
Airspeed Road, Portsmouth, Hampshire PO3 5RF, UK quoting your           Financial Services Compensation Scheme
policy number.                                                          You may be entitled to compensation from the Financial Services
Royalties Membership Services will always confirm to you the             Compensation Scheme (FSCS), if we cannot meet our liabilities under
receipt of your complaint within five working days and do our best       this policy. The level of compensation provided by FSCS is 90% of
to resolve the problem within four weeks. If Royalties Membership       the claim, without any upper limit. Further information is available
Services cannot respond within these timescales they will let you       from the FSCS on 020 7892 7300 or at enquiries@fscs.org.uk
know when an answer may be expected.                                    Copies of this document are available in Braille, audio format
If they are unable to resolve your complaint within eight weeks         or large print on request.
from when you first contacted them or, you remain dissatisfied with
                                                                        Car Breakdown – Terms and Conditions
the final response, then you may refer the matter to the Financial
Ombudsman Service for an independent review of your complaint.          Statement of Demands and Needs
Non Sales                                                               We have not provided you with a personal recommendation as
                                                                        to whether this policy is suitable for your specific needs and its
Our aim is to get it right, first time, every time. If we make a
                                                                        your responsibility to make sure that the policy is right for you.
mistake we will try to put it right promptly. We will always confirm
                                                                        This product meets the demands and needs of those who wish to
to you the receipt of your complaint within five working days and
                                                                        ensure that their rescue requirements are covered.
do our best to resolve the problem within four weeks. If we cannot
we will let you know when an answer may be expected.                    Your membership
If we have not sorted out the situation within eight weeks we will      These are the terms and conditions of your motoring assistance
provide you with information about the Financial Ombudsman Service.     membership with Green Flag Motoring Assistance provided
Please contact us at:                                                   as part of your Royalties Gold package of features. Green Flag
                                                                        Motoring Assistance is a trading name of U K Insurance Limited
Customer Satisfaction Manager                                           (‘UKI’). UKI is the insurance underwriter for this insurance product
Allianz Schemes                                                         and is authorised and regulated by the Financial Services Authority.
PO Box 589 G W
2 Great West House                                                      To claim for breakdown cover, please call 0800 068 5926.
Great West Road                                                         U K Insurance Limited (UKI). Registered Office: The Wharf, Neville
BRENTFORD                                                               Street, Leeds LS1 4AZ. Registered No. 1179980. UKI is a Royal
TW8 1AH.                                                                Bank of Scotland Group company.
Telephone: 01483 260 758
                                                                        Duration of cover
Fax: 01892 517994
Email: schemescsm@allianz.co.uk                                         The breakdown cover is provided as a benefit of being a Royalties
                                                                        Gold product holder. If the connected Royalties Gold product is
Using our complaints procedure or referral to the Financial
                                                                        cancelled, this policy ends.
Ombudsman Service does not affect your legal rights.
                                                                        If you have any questions about your Membership, please
Notice to Customers                                                     telephone:
You are advised that any telephone calls made to both Royalties
Membership Services and our administration and claims handling
units may be recorded. These recordings may be used to monitor
the accuracy of information exchanged between customers,
Royalties Membership Services and our own staff. They may also
be used to allow additional training to be provided to both Royalties
Membership Services and our own staff or to prove that Royalties        Details about our Regulator
Membership Services and our own procedures comply with legal            U K Insurance Limited is authorised and regulated by the Financial
requirements. Our staff are aware that conversations are monitored      Services Authority, registration number 202810. The Financial
and recorded.                                                           Services Authority website, which includes a register of all regulated
Data Protection Act                                                     firms can be visited at www.fsa.gov.uk, or the Financial Services
                                                                        Authority can be contacted on 0300 500 5000.
The details you and/or a cardholder supply will be stored securely
and used by Royalties Membership Services and us to administer          Under the Financial Services and Markets Act 2000, should the
your product. Your details may be transferred outside of the EU.        company be unable to meet all its liabilities to policyholders,
They will at all times be held securely and handled with the utmost     compensation may be available. Insurance advising and arranging
care in accordance with all principles of the UK law. These details     is covered for 90% of the claim, without any upper limit. For
may be disclosed to regulatory bodies and /or your bank or card         compulsory classes of insurance, insurance advising and
issuer. These details will not be kept for longer than necessary.       arranging is covered for 100% of the claim, without any upper
You are entitled to a copy of all of the information held about you     limit. Information can be obtained on request, or by visiting the
for which Royalties Membership Services may charge you £10.             Financial Services Compensation Scheme www.fscs.org.uk.




        20
Our promise to you                                                         result of breakdown, road accident, malicious damage, accidental
Is that we will always be fair and reasonable whenever you have
need of the protection of this Membership and that we will act             car keys, within the United Kingdom;
quickly to provide that protection.                                        Insured Person: means you and any other person who at the time
                                                                           of the Insured Incident, is driving or riding as a passenger in the
Complaints procedure
                                                                           Insured Vehicle with your permission and is not a hitch hiker: to a
Should there ever be an occasion when you feel that we have                maximum of 8 persons including the driver;
failed to honour our promise, we will do everything possible to
                                                                           Insured Vehicle: Any vehicle which is owned by and kept at
ensure that your complaint is dealt with quickly and fairly. The
                                                                           the home address of the Royalties Gold product holder and
easiest way to complain is simply to give us a call. Please contact
                                                                           which complies with the vehicle specifications described in
us on 0870 024 0048. If you wish to write, complaints should be
                                                                           General Condition 3; and carries no more that the number of
addressed to:
                                                                           persons recommended by the manufacturer (and for whom
Customer Liaison Department                                                seats are provided);
Green Flag Motoring Assistance
                                                                           Member: the person(s) named on the package;
Green Flag House
Cote Lane                                                                  Membership: the motoring assistance services provided by us
Leeds LS28 5GF.                                                            to you as part of the package. This booklet details the terms and
                                                                           conditions of your motoring assistance Membership;
Our staff will attempt to resolve your complaint immediately. If this is
not possible, we promise to acknowledge our complaint within five           Strike: Any form of industrial action taken by workers, carried out
business days of receipt. In the unlikely event that your complaint        with the intention of preventing, restricting or otherwise interfering
has not been resolved within four weeks of its receipt, we will write      with the production of goods or the provision of services;
and let you know the reasons why and the further action we will            United Kingdom: England, Scotland, Wales, Northern Ireland, the
take. Once we have fully reviewed your complaint we will write to          Isle of Man and the Channel Islands;
you with the outcome of our investigation and our decision.
                                                                           We or us or our: U K Insurance Limited, the underwriter of this
If you are unhappy with our decision you may then refer your               Membership and/or our associated companies or agents (including
complaint to the Financial Ombudsman Service (FOS) who will                service providers);
liaise with us on your behalf. The FOS will inform you directly of its
                                                                           You or your: the Member or any other person who at the time of
decision. Referral to the FOS will not prejudice your rights to take
                                                                           the incident, is authorised to drive the Insured Vehicle.
subsequent legal proceedings. The address for the FOS is as follows:
                                                                           Please note: The General Conditions and Exclusions apply to
Financial Ombudsman Service
                                                                           all sections.
South Quay Plaza,
183 Marsh Wall,                                                            What is covered:
London E14 9SR.                                                            Following an Insured Incident occurring at the roadside or your
Telephone 0845 080 1800.                                                   Home we will provide assistance and, if necessary, transportation
We will provide motoring assistance services, in respect of an             of the Insured Vehicle and Insured Persons to:
incident for which cover under this Membership is available with           (i) a nearby available repairer of our choice; or
your Royalties Gold package (‘the package’) or for the duration you
have the package (if earlier, English Law will apply to this contract      (ii) a destination of your choice provided it is either within 10 miles
unless we both agree otherwise.                                                 of the Insured Incident or no further than our choice of nearby
                                                                                available repairer.
How to cancel
                                                                           Please note: You may have to pay extra costs if your choice of
You have the right to cancel this insurance at any time, with              destination exceeds 10 miles and is further than our choice of
immediate effect. As the cover is provided as a benefit of being a          nearby available repairer.
Royalties Gold product holder, a cooling off period does not apply
and no refund is due. The Car Breakdown section of your benefits            Caravan and trailer cover
package cannot be cancelled in isolation, you will also have to            Your caravan or trailer will have the same cover as the Insured
cancel your Royalties Gold account. If the Royalties Gold account is       Vehicle when being towed by the Insured Vehicle provided:
ended, this policy ends.
The meaning of words                                                         Regulations 1986, as amended or replaced from time to time;
                                                                             and:
Wherever the following words and phrases appear in this
Membership they will always have these meanings, unless
otherwise stated in the relevant section:
Force Majeure Event: an event beyond our reasonable control                  metres, 8ft 6in high and not weighing more than 2.5 tonnes
                                                                             including any load; and
earthquake, accident, civil disturbances, war, rationing, embargoes,
strikes, labour problems, terrorism, delays in transportation, inability     than the kerb weight of the Insured Vehicle; and
to secure necessary materials, delay or failure of performance of
any supplier or subcontractor (which cannot reasonably be avoided
by us), acts of God and acts of government;                                Conditions and exclusions
Home: your permanent place of residence in the United Kingdom;             General exclusions applying to this membership
Insured Incident: means immobilisation of the Insured Vehicle as a         The following are not covered under this Membership:



                                                                                                                                      21
                                                                         23. Any claim if:
2. Any costs whatsoever once the Insured Vehicle has been                      you know that the person driving the Insured Vehicle does
   transported to a garage or repairer.                                        not have a valid driving licence; or
3. Damage or costs as a result of breaking into the Insured                    the person driving the Insured Vehicle does not meet the
   Vehicle because your keys have been lost or stolen.                         conditions of their driving licence.
4. Any costs incurred as a result of you failing to carry a              24. Any Insured Incident where the Insured Vehicle does not have
   serviceable spare wheel and tyre.                                         a current, valid Road Fund Licence disc on display.
5. The cost of draining or removing contaminated fuel (we will           General conditions applicable to this membership
   arrange for the Insured Vehicle to be taken to a local repairer
                                                                         1. Other insurance
   for assistance, but you will have to pay for all work carried out).
                                                                             If you are covered by any other insurance for an Insured
6. The cost of any work carried out by a local repairer once
                                                                             Incident, we will only pay our share of the claim. You may be
   the Insured Vehicle has been taken to the local repairer for
                                                                             required to provide us with details of the other insurance
   assistance under the terms of this Membership.
                                                                             company for this purpose.
7. Any costs and expenses if the Insured Vehicle was not fit
                                                                         2. Reasonable care
   to drive at the start of the journey or had not been regularly
   serviced in line with the manufacturer’s recommendations.                 You must do all that you can and comply with all laws and
   We may ask for proof that the Insured Vehicle was fit to drive             codes to keep the Insured Vehicle safe and fit to drive.
   (including an MOT certificate if applicable).                          3. Cover is only available for this Membership for the following:
8. Any Insured Incident while the Insured Vehicle is towing or                                   motorcycle, motorised caravan, light van,
   carrying more weight or people than it is designed for, as                  estate car or 4x4 off-road vehicle, privately registered in the
   shown in the manufacturer’s details.                                        United Kingdom; a towed caravan or trailer of standard make
9. Vehicles used for and/or involved in motor racing, off road use             being less than 16 years old. We recommend all caravans
   (away from public roads and over rough terrain), rallies, speed             and trailers carry a serviceable spare wheel and tyre.
   or duration tests or practising for such events.
10. Vehicles situated in areas to which our agents have no right of            vehicle weight and dimensions: 3,500kg in weight, 7m in
    access or on motor traders’ premises.                                      length, 3m in height and 2.25m in width. Be serviced as
                                                                               recommended by the manufacturer and hold a current valid
11. Any intentional or wilful damage caused by any Insured Person
                                                                               MOT certificate if applicable.
    to the Insured Vehicle.
                                                                         4. We are not responsible for any loss, damages, costs, claims
12. Any claim resulting from difficulties or inability in obtaining raw
                                                                            or expenses whatsoever which you may incur as a result of
    materials, fuel or other supplies due to Force Majeure Event.
                                                                            our delay or failure to perform our obligations due to a Force
                                                                            Majeure Event.
    roads or as a result of whole or partial immersion in water,
                                                                         5. If you request a level of service to which you are not entitled,
    snow, sand or mud.
                                                                            this service will have to be paid for in advance by credit or
14. Vehicles parked off the public road, which are immobile due to          debit card payment.
    the nature of the surface on which they stand e.g. sand, mud,
                                                                         6. If we provide a service that you are not entitled to, you may
    gravel, turf or grass.
                                                                            have to pay for the service provided.
15. Vehicle used for hire or reward, including taxis, or for the
                                                                         7. We will provide the services described in this Membership on
    carriage of goods for reward.
                                                                            condition that you and all passengers observe the respective
16. Any claim for damage or loss of commercial goods or those               licence conditions and all the terms and conditions laid down in
    intended for resale carried at the time of the Insured Incident.        this booklet. The services cannot be used for routine servicing
17. Any expenses which you would have had to pay anyway                     or the rectification of failed repairs, or as a way of avoiding
    irrespective of the Insured Incident.                                   repair costs.
18. Any damage to or theft of objects or accessories left in or          8. You are responsible for collecting the Insured Vehicle from
    outside the Insured Vehicle after the Insured Incident.                 a repairer and any consequent costs after work has been
                                                                            carried out.
19. Losses that are not directly associated with the incident that
    caused you to claim. For example, loss of earnings due to            9. If we arrange for temporary roadside repairs, you must arrange
    being unable to return to work following an Insured Incident,           for any permanent repairs that may be necessary as soon as
    or losses arising from a delay in providing the service to which        possible. If you do not, and the same problem happens again,
    this cover relates’.                                                    we may refuse service.
20. Vehicles that have broken down or were unroadworthy when             10. If you need assistance, you must contact our control centre.
    Membership commenced.                                                    You must not contact any garage recovery operator direct.
21. Loss, expense or legal liability caused by:                          11. You will have to pay the cost of our recovery or repair
                                                                             vehicle coming out to you if you allow the Insured Vehicle
                                                                             to be recovered or repaired by someone else after you have
      fuel or nuclear waste; or
                                                                             contacted us for assistance.
                                                                         12. If the Insured Vehicle needs to be moved or recovered after
      of nuclear equipment.
                                                                             an Insured Incident, it must be in an easily accessible position
22. Loss or damage caused by pressure waves from planes and                  for our recovery vehicle to load. If the Insured Vehicle is in a
                                                                             position we cannot get to, or the wheels have been removed

        22
    and we need to use specialist equipment (which is not                  For information about our group of companies please visit
    normally carried on a standard recovery vehicle) to recover the        www.rbs.com and click on ‘About Us’, or for similar enquiries
    Insured Vehicle, you will have to pay any extra costs (including       please telephone 0131 556 8555 or Minicom 0845 900 5960.
    labour charges) to arrange for these to be transported to, and         How we use your information and who we share it with
    used at, the site of the Insured Incident.
                                                                           We will use your information to manage your insurance policy,
13. When you ask for assistance or recovery, we will give you an           including underwriting and claims handling. This may include
    estimated time when our repair or recovery vehicle will arrive.        disclosing it to other insurers, third party underwriters and
    You and your passengers must wait with the Insured Vehicle             reinsurers. Your information comprises of all the details we hold
    until the repair or recovery vehicle arrives, unless you have          about you and your transactions and includes information obtained
    made other arrangements with our control centre.                       from third parties. We may use and share your information with
14. If the recovery or repair vehicle does not arrive within 60 minutes    other members of the Group to help us and them:
    of you contacting us, we will pay £10. To claim compensation,            assess financial and insurance risks;
    you must either complete a service questionnaire or write to us.
15. You will have to repay any toll fees or ferry charges for the
    Insured Vehicle which are reasonably incurred by the driver of
    the recovery vehicle.
16. You are responsible for the security of the contents of the
    Insured Vehicle, caravan or trailer. We will not recover or repair     We do not disclose your information to anyone outside the Group except:
    a vehicle, caravan or trailer if there is a person or animal in it.
17. If you give us incorrect information when you phone for
    assistance, you may have to pay all reasonable costs caused by
    the incorrect information.
18. We are not responsible for the actions or costs of garages,              service to us or you; or
    recovery firms or emergency services acting on your                       where we may transfer rights and obligations under this agreement.
    instructions or the instructions of anyone acting for you and          We may transfer your information to other countries on the basis
    cannot be held liable for them.                                        that anyone to whom we pass it provides an adequate level of
19. We will not arrange for assistance services if we reasonably           protection. However, such information may be accessed by law
    believe the Insured Vehicle is dangerous or illegal to repair          enforcement agencies and other authorities to prevent and detect
    or transport.                                                          crime and comply with legal obligations. From time to time we may
20. You will have to pay any storage or release fees while the             change the way we use your information. Where we believe you
    Insured Vehicle is being repaired or after the police have             may not reasonably expect such a change we shall write to you. If
    moved the Insured Vehicle. We cannot be responsible for any            you do not object to the change within 60 days, you consent to that
    police call-out charges.                                               change. We can provide the names and addresses of the agencies
                                                                           we use if you would like a copy of your information held by them.
21. We may choose to repair the Insured Vehicle (at your cost)             Please contact us at the address below.
    following a breakdown, rather than arranging for it to be recovered.
                                                                           The agencies may charge a fee.
22. Nothing in this Membership will exclude or restrict our liability
    for death or personal injury resulting from our negligence.            If you would like a copy of the information we hold about you,
                                                                           please write to:
23. Any failure by us in relying on or enforcing the terms and
    conditions of this Membership on any particular occasion will          The Data Protection Manager
    not prevent subsequent reliance or enforcement.                        Retail Regulatory Risk
                                                                           2nd Floor, Business House B
24. Following an Insured Incident attended by the police or other          RBS Gogarburn, Edinburgh EH12 1HQ.
    emergency service, transportation of the Insured Vehicle will
    not take place until they have authorised its removal.                 Sensitive Information
25. We are entitled to take over your rights in the defence or             Some of the personal information we ask you for may be sensitive
    settlement of a claim or to take proceedings in your name for          personal data, as defined by the Data Protection Act 1998 (such
    our own benefit against another party and we shall have full            as information about health or criminal convictions). We will not
    discretion in such matters. You must give us all the information       use such sensitive personal data about you or others except for the
    and assistance we may require.                                         specific purpose for which you provide it and to provide the services
                                                                           described in your policy documents.
Telephone calls may be recorded.
                                                                           Please ensure that you only provide us with sensitive information
We will use any information that you provide to us in accordance
                                                                           about other people with their agreement.
with our ‘Data Protection Notice’.
  YOUR INFORMATION                                                         Dealing with other people
Who we are                                                                 It is our policy to deal with your spouse or partner who calls us on
                                                                           your behalf, provided they are named on the policy. If you would like
Royalties Gold Car Breakdown Cover is arranged by The Royal Bank           someone else to deal with your policy on your behalf on a regular
of Scotland plc and underwritten by U K Insurance Limited. You are         basis please let us know. In some exceptional cases we may also
giving your information to The Royal Bank of Scotland plc and U K          deal with other people who call on your behalf, with your consent.
Insurance Limited. Both are members of The Royal Bank of Scotland          If at any time you would prefer us to deal only with you, please let
Group (The Group). In this Information statement ‘we’ ‘us’ and ‘our’       us know.
refers to The Royal Bank of Scotland plc and U K Insurance Limited
unless otherwise stated.

                                                                                                                                       23
Fraud prevention agencies                                                  3.2    If you phone Royalties Membership Services to make a
If false or inaccurate information is provided and fraud is identified             reservation, your Membership details will be verified and
or suspected, details may be passed to fraud prevention agencies.                 you will be put through to a Travel Service Agent. To make a
Law enforcement agencies may access and use this information.                     reservation via the Travel Service website, the first time you
We and other organisations may also access and use this information               visit the site, you will need to set up a user profile where
to prevent fraud and money laundering, for example when:                          your Membership details will be verified. At subsequent
                                                                                  visits to the Travel Service website, you will be required to
                                                                                  log in using your email address and password.
     and recovering debt;
                                                                           3.3    Your details will not be used for any purpose other than to
                                                                                  fulfil the obligations under the Royalties Travel Service.
                                                                           3.4    The availability of scheduled airline tickets and international
We, and other organisations that may access and use information                   ferry tickets can usually be confirmed during your booking
recorded by fraud prevention agencies, may do so from other countries.            with the Royalties Travel Service.
Travel                                                                     3.5    For holiday packages, tours, cruises, city breaks and
                                                                                  charter airline tickets, availability will be confirmed within
Travel Service – Terms and Conditions
                                                                                  one business day.
1.        General
                                                                           3.6    You may request specific excerpts from brochures, where
1.1       All travel services are provided by Affinion International               available, to be posted to you by calling the Royalties
          Travel Limited registered in England with company number                Travel Service. The Royalties Travel Service can also
          6635325, and having its registered office at Charter                     provide information on short-notice bargain holidays and
          Court, 50 Windsor Road, Slough, Berkshire SL1 2EJ a fully               forward tickets for such travel to your point of departure for
          licensed and bonded Travel Agency. Affinion International                collection, if necessary.
          Travel Limited is a retail member of ABTA (L4356), holds an
                                                                           3.7    Car-hire and hotel accommodation-only reservations can
          ATOL 9935 and is accredited by IATA.
                                                                                  be arranged through the service, for your convenience. For
1.2       Affinion International Travel Limited is a wholly owned                  car hire bookings, you should provide your preference of
          subsidiary of Affinion International Limited, with an                    car size, model etc. to the Travel Service Agent or online via
          American holding company, with American shareholders                    the Royalties Travel Service website. When requesting car
          and is therefore subject to US regulations. Currently, the              or room availability, you will be advised of the lowest rate
          US Regulations prevent Affinion International Travel Limited             available at the time of booking.
          from arranging travel into Cuba and this will continue to
                                                                           3.8    If you do make a booking through the Royalties Travel Service
          apply unless the regulations are lifted.
                                                                                  it will be subject to further terms and conditions (some of
1.3       The Royalties Travel Service is operated for The Royal Bank             which may limit or exclude liability), including the cancellation
          of Scotland by Affinion International Travel Limited which               charges of the individual tour/airline operator with whom
          simply acts as an agent in arranging travel. These terms                your booking is made. These terms and conditions can
          and conditions govern Affinion’s relationship with you.                  be accessed on line by visiting the website of the relevant
1.4       As a Royalties Gold account holder you will receive a 10%               supplier and, where applicable, they will be forwarded to you
          discount on all travel products booked through the Royalties            with your booking confirmation and invoice. Alternatively, you
          Travel Service, subject to the eligibility criteria listed in           may call us to request a copy at any time by telephoning
          clause 2, and the exclusions listed in clauses 5 and 6.                 Royalties Membership Services on 08705 62 55 55. Lines
                                                                                  open Monday to Friday 8am to 8pm (except Bank Holidays)
1.5       When you make a booking through the Royalties Travel                    and Saturday 9am to 5pm. Calls may be recorded.
          Service, you will enter into a contract directly with the
          tour operator, airline or travel company which supplies the      4.     Payment
          service and will be subject to their terms and conditions.       4.1    You will be advised at the time of booking if a deposit
2.        Eligibility                                                             or the full balance is required. Reservations cannot be
                                                                                  confirmed until payment for a deposit or full balance is
2.1       Subject to the exclusions in section 5 below, you may book              taken by the Royalties Travel Service.
          package holidays, tours, cruises, tickets for scheduled,
                                                                           4.2    Payments may be made by debit card or credit card. If the
          ferry tickets, hotel accommodation holiday cottages and                 booking is made via telephone through the Royalties Travel
          villas, holiday apartments, car hire, airport lounges, airport          Service, payment by cheque is also available.
          parking, attraction tickets, camping holidays, coach tours,      4.3    Best results are achieved if you elect to pay the Royalties
          holiday parks, resort transfers and boats and motor homes               Travel Service by credit or debit card at the time of booking,
          through the service.                                                    otherwise the rates quoted cannot be guaranteed. If there
2.2       There is no limit to the number of times you may use the                are any special conditions attached to the booking you will
          service, provided you are an active Royalties Gold Member.              be advised of this at the time of payment.
3.        Travel Reservations                                              5.     Travel Booking Exclusions
3.1       Reservations can only be made via telephone through              5.1    Any reservations which must be booked privately, i.e. which
          the Royalties Travel Service or online at www.rbs.co.uk/                can not be booked through a Travel Agency (and therefore
          royalties. Please note that some travel reservations cannot             not through the Royalties Travel Service). This includes:
          be made on the Travel Service website and must be made           5.1.1 ‘Direct Sell’ Tour Operators (e.g. Trailfinders, E-Bookers,
          via telephone through the Royalties Travel Service on                  Center Parcs etc – holidays which cannot be booked
          08705 62 55 55. Full details of these exclusions are on                through a travel agency)
          the Royalties Travel Service website.

          24
5.1.2 Non-UK based Low Cost Airlines and Ryanair                               prior to booking. Although we will endeavour to pass any
5.1.3 Hotel stays and car-hire bookings of 31 days or longer                   reasonable requests on to the relevant supplier, we cannot
                                                                               guarantee any request will be met. We cannot accept any
5.1.4 Tickets for domestic ferry journeys or journeys not                      conditional bookings, i.e. any booking which is specified to
      originating in the UK                                                    be conditional on the fulfilment of a particular request. If you
5.1.5 Such accommodation as                                                    or any member of your party has any medical problem or
                                                                               disability which may affect your arrangements, please tell
                                                                               us before you confirm your booking. If a supplier reasonably
                                                                               feels unable to properly accommodate the particular needs
                                                                               of the person concerned, it may reserve the right to decline
                                                                               their reservation.
                                                                        9.     Passports, visas and health requirements
                                                                               You are responsible for ensuring that you hold a valid
                                                                               passport, visa and any other requirements for your proposed
         meeting rooms)                                                        destination and for ensuring that you are fit to travel and
                                                                               have taken the appropriate steps to ensure you have had
                                                                               all the necessary vaccinations and inoculations prior to
         bookings through Travel Agencies                                      departure. Requirements may change and you must check
                                                                               the up to date position in good time before departure. We
         Travel Agencies                                                       cannot accept any liability if you are refused entry onto any
                                                                               transport or into any country due to failure on your part to
         company 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,
                                                                               you must check passport and visa requirements with the
                                                                               Embassy or Consulate of the country(ies) to or through
         for use by their employees.                                           which you are intending to travel.
6.     Travel Discount Exclusions                                       10.    Data Protection
6.1    Bookings for Royalties Gold Members’ relatives, friends,                For the purposes of the Data Protection Act 1998, we,
       associates or others, unless the Royalties Gold Member is               Affinion, are a data controller. Subject to your consent and
       one of the travelling party.                                            in accordance with all relevant data protection laws, we
6.2    ‘Accommodation-only’ bookings (i.e. bookings which are                  shall process any personal data you provide to us for the
       not made in combination with a holiday package, or airline/             purpose of providing you with the products and services
       ferry ticket) unless paid for in full at the time of booking.           you have requested. We shall be entitled to disclose to
                                                                               any associated companies and third parties (including, but
6.3    Flight bookings with Low Cost Airlines. Prices offered
                                                                               not necessarily limited to, airlines, insurance companies,
       through the Royalties Travel Service may differ from prices
                                                                               car hire companies, ferry and cruise operators, and other
       offered by the Airline directly.
                                                                               suppliers) such information as may be necessary to provide
6.4    Tour Operator funded loyalty discounts (e.g. P&O’s                      you with products and services you have requested or for
       Portunus Club).                                                         the verification of details relating to your booking or of other
6.5    Tour Operator direct promotions (e.g. Sandals2for1), which              services offered by us. Such companies and organisations
       cannot be booked through a Travel Agency.                               may be situated outside the European Union, if your holiday
                                                                               is to take place or involves suppliers outside these countries.
6.6    Any amount in excess of the published base price of the
                                                                               You are entitled to receive a copy of any personal data held
       eligible travel, including:
                                                                               by us relating to you subject to payment of an administration
       a Surcharges – e.g. penalty payments/fares, taxes,
                                                                               fee of no more than the maximum stipulated in the UK Data
         supplements, excess baggage charges, pre-paid ticket
                                                                               Protection Act 1998.
                                                                        11.    Privacy
         room, children’s club.                                                If you believe that any of your personal details which we
       b Optional Products or Services – e.g. upgrades, food or                are processing are inaccurate or incorrect please contact
         beverage services, services charged to a hotel room,                  us immediately. As our privacy statement may change,
         petrol for hire-cars, optional tours or excursions, baby              we encourage you to read our privacy statement from
         equipment and facilities, ‘optional extras’ for hire-cars             time to time so that you are aware of any changes in how
         such as mobile phones.                                                we gather and use personal information. We may also
7.     Insurance                                                               record or monitor telephone calls to and from us, without
                                                                               notification to customers, for staff training and quality
       Adequate travel insurance is recommended. You must
                                                                               control purposes. You can request a copy of our privacy
       ensure that the insurance cover you purchase is adequate
                                                                               statement by telephoning Royalties Membership Services.
       for your needs. Please read your policy details carefully and
       take it with you on your holiday.                                12.    Complaints
8.     Special requests and medical problems                            12.1   Should you have any disputes or complaints with a tour
                                                                               operator associated with a booking you have made through
       If you have any special request, you must advise us at the
                                                                               the Service, Affinion International Travel Limited will liaise
       time of booking. If you are booking online, you will need to
                                                                               with the tour operator on your behalf to resolve the situation.
       call the Royalties Travel Service to discuss your requirements


                                                                                                                                  25
12.2    Please note that the ABTA guidelines give the tour operator     Ordering through Royalties Membership Services
        28 working days to respond, once the complaint has              £50 minimum, £2,500 maximum order value.
        passed to them. Complaints regarding your travel discount
        should be put in writing to:                                    Payment is by credit or debit card, and delivery will be the address
                                                                        associated with the card you use or the RBS branch that you have
        Customer Services Manager                                       selected. Orders placed and confirmed before 12 noon will be
        Royalties Travel Service                                        delivered the next working day. For home delivery, Friday orders
        Kettering Parkway                                               placed before 12 noon will be delivered on Saturday or Monday.
        Kettering                                                       Orders after 12 noon on Friday, or anytime Saturday or Sunday, will
        Northants                                                       be delivered on Tuesday.
        NN15 6EY.
        or submitted via the Royalties Travel website.                  In branch ordering
13.     Complimentary access to airport executive lounges               Orders placed before 2pm will be available for collection after 1pm
                                                                        the next working day. For queries relating to availability of pre-packed
13.1. Complimentary airport lounge access is only available on          euros and US dollars contact your local branch or visit rbs.co.uk
        booked via the Royalties Travel Service or via the Royalties    Transactions on foreign currency accounts are not eligible for
        Travel website.                                                 the discount.
13.2. Complimentary airport lounges are not available for UK            Royalties Gold Account Mobile Phone Insurance Terms
                                                                        1.      Provider of mobile phone insurance
13.3. You must indicate at the time of booking which airport                    This benefit is provided by Homecare Insurance Limited
      you require the lounge voucher for, if connecting with an                 (registered in England and Wales under number 02793290)
                                                                                (Homecare).
13.4. Complimentary airport lounge access is subject to                         Homecare is one of the companies in the CPP group of
      availability; such availability is determined by the airport              companies.
      lounge allocation assigned to this offer.
                                                                                Homecare is authorised and regulated by the Financial
13.5. Complimentary airport lounge access is only available at                  Services Authority (FSA). Homecare’s Firm Reference
      selected UK airports, and is subject to change without notice.            Number is 202880. You can check this on the FSA’s
13.6. Complimentary airport lounge access can be requested                      register by visiting the FSA website fsa.gov.uk or by
      for all of the travel booking party; one lounge voucher will              contacting the FSA on 0845 606 1234.
      be issued per booking, which states the lounge location                   Homecare is covered by the Financial Services
      and covers all of the travelling party. This voucher must be              Compensation Scheme so you may be entitled to
      presented on arrival at the lounge up to 3 hours before the               compensation if Homecare cannot meet its obligations.
                                                                                Insurance advising and arranging is covered for 90% of a
13.7. Lounges are owned and operated by third party                             claim without any upper limit. Information can be obtained
      organisations. The travel booking party must abide by the                 by visiting the Financial Services Compensation Scheme
      rules and policies of each lounge including but not limited               website at fscs.org.uk or by calling 0800 678 1100.
      to refusal of access based on dress restrictions.                 2.      Registration
13.8. Most airport lounges do not admit children under the age of 12.   2.1.    You are automatically registered for this benefit.
13.9. Business centre facilities such as phones, faxes and              2.2.    You do not need to register your device with Homecare to
      Internet access are available at most lounges for which a                 get this benefit but you can choose to do so.
      usage charge may apply.                                                   If it is registered this might make the claims process for
Inclusive UK & worldwide annual travel insurance                                that device quicker for you.
Please refer to the separate travel insurance certificate and policy     2.3.    If you do register a device with Homecare and you later
document contained in the Welcome Pack for full details of cover.               change your device, you will still be covered for that new
Remember to take the certificate and policy document with you                    device even if you have not told Homecare about that
when you travel.                                                                before you make your claim.
If you close your Royalties Gold account within 6 months of opening     2.4.    If you have your proof of ownership you can register your
it, we reserve the right to reclaim from the member the standard cost           device with Homecare by the following methods:
of The Royal Bank of Scotland’s inclusive worldwide annual family       2.4.1. by phone:       by calling 0870 562 5555; or
travel insurance, where it is evident that this benefit has been used.
                                                                        2.4.2. online:         by visiting rbsroyalties.com; or
Travel Money Services                                                   2.4.3. in branch:      by completing a form. Ask branch staff
Travel Money Delivery                                                                          for a form.
For complimentary delivery and discounted exchange rates travel
money has to be ordered through Royalties Membership Services.




        26
3.   Meanings you need to know                                        Homecare may share limited personal information with
     Any references to “Terms” or “Term” mean terms in                other companies within its group of companies, e.g. to
     this Royalties Gold Account Mobile Phone Insurance               the extent needed for proper management and parental
     Policy. Words in italics used in these Terms have special        analysis and decision making.
     meanings. Please read Term 24 ‘Meanings you need to              Homecare may also disclose your personal data:
     know’ for the special meanings to get the full picture of this     in response to a court order, or a request for cooperation
     benefit.                                                            from a law enforcement or other government agency; to
4.   Statement of demands and needs                                     establish or exercise Homecare’s legal rights; to defend
     You have not been provided with a personal recommendation          legal claims; or as otherwise required or permitted by
     as to whether this benefit is suitable for your specific needs.      applicable laws and/or regulations;
     It is recommended that you read these Terms carefully to see              Homecare believes that disclosure is appropriate
     if you think this benefit meets your needs.                         in connection with efforts to investigate, prevent, or take
5.   Privacy                                                            action regarding illegal activity, suspected fraud, or other
                                                                        wrongdoing; to protect and defend the rights, property or
     We share your information with Homecare in accordance              safety of Homecare, other members of Homecare’s group of
     with General Term 1.3 of our ‘RBS Personal & Private               companies, customers, staff, suppliers or others; to comply
     Current Account Terms’, to the extent needed for Homecare          with applicable law or cooperate with law enforcement;
     to provide this benefit to you.                                     or to enforce Homecare’s terms or other agreements;
     Homecare is registered as a Data Controller with the               to prospective or actual buyers in the event that Homecare
     Information Commissioner’s Office under the terms of the            sells any of its business or assets, or to other members
     Data Protection Act 1998, with the registration number             of Homecare’s group of companies in the event of a
     Z5107254. This Term 5 sets out how Homecare will use               reorganisation.
     and protect any personal information that you give to
     Homecare directly under your policy.                             If your device is lost or stolen, Homecare will give relevant
                                                                      details to your network provider so that the device cannot
     Homecare may collect and use the following information:          be used. Homecare will arrange repairs to or authorise
                                                                      thereplacement of a damaged device or authorise the
       address and mobile phone number);                              replacement of a lost or stolen device. When processing
                                                                      claims, Homecare may contact the police to make sure that a
       account details;                                               crime or loss reference number or police report is genuine.
                                                         policy;      Homecare will record your information on relevant databases
                                                                      and registers for the purposes of crime prevention and detection.
                                                                      If you make a claim, Homecare may record your information on
       specific enquiry you make to Homecare.                          relevant insurance industry databases (e.g. SEND) and registers
     Homecare may use your information for the following purposes:    for future claims administration and further fraud and other
                                   policy;                            crime prevention and detection purposes, and may share your
                                                                      information with the police, other insurers and fraud prevention
                                              policy and provide      agencies to prevent fraudulent claims.
       the cover described in these Terms;
                                                                      Homecare will not otherwise transfer, disclose, sell, distribute
                                                                      or lease your personal information to third parties unless they
                                                                      have your permission to do so or are otherwise required or
                     Homecare’s products and services (but not to     permitted to do so by law.
       try to sell to you);                                           Personal data which relates to you may be accessed by
                                                                      third party service providers based in countries outside the
       regarding any specific enquiry you make;                        European Economic Area (EEA), such as Malaysia.
                                                                      European data protection law permits the export of
       not objected to such use;                                      personal data to other countries subject to the provision
                                                                      of adequate levels of protection for the processing of such
                                                                      personal data. We will ensure that where we transfer your
                                                                      personal information outside the EEA, adequate safeguards
                                                                      are put in place to protect your personal information as
       debt collection.
                                                                      data protection standards in those countries may differ
     Your personal information will be made available to              from those in the EEA.
     Homecare’s approved supplier and other authorised service
                                                                      You may request details of personal information which
     providers and third party suppliers which perform certain
                                                                      Homecare holds about you under the Data Protection Act
     services on Homecare’s behalf, e.g. providing IT support
                                                                      1998 at any time. A small fee will be payable. If you
     and maintenance. These service providers may have
                                                                      would like a copy of the information held about you please
     access to personal information needed to perform their
                                                                      write to Homecare at:
     functions on Homecare’s behalf but are not permitted to
     share or to use such information for any other purpose.          UK Compliance Team
     These service providers may be in other countries but            Homecare Insurance Limited
     where any information is transferred abroad, your personal       Holgate Park
     information will be safeguarded in accordance with the           Holgate Road
     provisions set out in this Term 5.                               York
                                                                      YO26 4GA
                                                                                                                          27
        If you think any information Homecare holds about you                      Replacements may either be new items or refurbished
        is incorrect or incomplete, please write to Homecare as                    stock. All replacements that Homecare provides will come
        soon as possible. Homecare will correct or update any                      with a 12 month warranty from Homecare’s approved
        information as soon as possible.                                           supplier. Repairs or replacements under that warranty will
6.      Policy terms and conditions                                                not affect your claims history under your policy.
        Please read these Terms carefully. These Terms set out the          7.1.4. If your device breaks down outside its warranty period or is
        terms and conditions of the insurance cover provided to you,               damaged, Homecare will, at Homecare’s discretion, either:
        along with all the conditions, limits of liability and exclusions            arrange for it to be repaired; or
        that apply to your policy. Please note in particular that:                   pay for you to get it repaired by a repairer approved by
          You need to notify your network provider, the police                       Homecare; or
          and Homecare by the deadlines set out in Term                              replace it (if in Homecare’s reasonable opinion it would
          (where those apply to your circumstances). If you                          be more cost-effective to do so); or
          fail to do so, your claim will be unsuccessful unless
          Homecare (in their discretion) agree otherwise.                            if Homecare cannot repair or replace your device,
                                                                                     Homecare will give you an amount equal to the
          You are entitled to up to two successful claims under                      replacement cost of your device to enable you to replace
          your policy in any 12 month period. Maximum claim                          your device. Homecare is entitled to offer you this
          amount limits apply for your device, its accessories                       amount in cash or vouchers, but you can always choose
          and airtime abuse (see Terms 7, 10 and 12).                                to be paid in cash.
          Homecare is entitled to offer you the replacement                        If Homecare chooses to settle a claim for your device by giving
          cost of your device in vouchers but you are entitled                     you vouchers or cash, Homecare will give you vouchers or
          to request it in cash instead.                                           cash of an amount equivalent to the cost of buying from a
          Replacements may either be new items or                                  high street retailer a replacement device with similar features
          refurbished stock.                                                       and functionality to the device in respect of which you are
          In all successful claim circumstances (other than repair),               making a claim.
          you lose ownership of your device. You cannot keep it.            8.     Device cover conditions
          The excess is the amount of each claim that                       8.1.   Homecare will not pay a claim in respect of your device unless
          Homecare will not pay: iPhone excess is £100 and                         you can provide proof of ownership for your device.
          for any other device is £50.                                      8.2.   You, and any household members using your device, must
          If you have other insurance cover for the items                          take reasonable precautions to prevent the loss, theft or
          covered by your policy, Homecare is only liable                          damage of your device.
          to pay for Homecare’s share. You need to provide                  8.3.   Unless Homecare tells you otherwise, if you make a claim
          Homecare with the details of the other insurer(s)                        for damage or mechanical or electrical breakdown, you
          if you claim under your policy.                                          must, before the claim can be assessed, send the device
7.      What is covered under your policy                                          to Homecare’s approved supplier so that they can inspect
7.1     The device                                                                 it. Homecare will, on receipt of your claim, advise you of its
                                                                                   approved supplier and will advise you as part of the claims
7.1.1. Your policy provides (subject to these Terms) insurance                     process how to send the device to that approved supplier. If
       cover for one device up to a maximum value of £1,000                        you are required to send this at your cost, then if your claim
       per claim, against:                                                         is successful, any postage costs that you have incurred will
7.1.1.1. loss or theft of, or damage (accidental and malicious) to,                be deducted from the excess payable.
         your device; and                                                   8.4.   If Homecare’s approved supplier is unable to repair
7.1.1.2. mechanical or electrical breakdown of your device after the               your device and you are provided with a replacement,
         warranty period has expired.                                              the damaged or faulty device will become owned by
The device is covered while it is being used by you or any                         Homecare’s approved supplier and you will not get your
household member. Your device will not be covered while being                      device back. Your device will remain your responsibility
used by someone other than you or a household member.                              until Homecare’s approved supplier has received it.
For joint accounts, each account holder has this cover for a device         8.5.   If you make a successful claim for a lost or stolen device,
owned by him/her.                                                                  ownership of your lost or stolen device passes to Homecare
                                                                                   if it is found. If you find your lost or stolen device you must
7.1.2. If your device is lost or stolen Homecare will try to provide               contact Homecare to arrange for it to be sent to Homecare.
       you with a replacement. If Homecare is unable to provide                    Homecare will send you a pre-paid envelope for this
       you with a suitable replacement, Homecare will give you                     purpose. If Homecare finds that you have found your device
       an amount equal to the replacement cost of your device                      and it has not been sent to Homecare, Homecare reserves
       to enable you to replace your device. Homecare is entitled                  the right to recover from you:
       to offer you that amount in cash or vouchers, but you can
       always choose to be paid in cash.                                    8.5.1. the value of any replacement device;
7.1.3. Where Homecare provides you with a replacement for                   8.5.2. any payment;
       your device, Homecare will try to provide you with the               8.5.3. the value of any vouchers, given or made to you under
       same model. If Homecare cannot provide you with an                          these Terms.
       exact replacement, then Homecare will provide one that               9.     Device cover exclusions
       has similar features and functionality to the one you have
       claimed for, but the colour may not always be the same.              9.1.   Your policy does not cover:

        28
9.1.1. the cost of a replacement SIM card or any software                      to the accessories in respect of which you are making a
       loaded on to your device such as games, ring tones and                  claim. Homecare is entitled to offer you that amount in cash
       other applications;                                                     or vouchers, but you can always choose to be paid in cash.
9.1.2. any mechanical or electrical breakdown that takes place when    11.     Accessories cover exclusions and conditions
       your device is still under its warranty period;                 11.1. Your policy does not cover any accessories which are not
9.1.3. loss, theft, damage or mechanical or electrical breakdown             lost, stolen or damaged at the same time as your device.
       of your device if this happens whilst your device is being      11.2. If Homecare replaces the accessories, Homecare will try
       used by someone other than you or a household member;                 to provide you with the same model. If Homecare cannot
9.1.4. the loss, theft, damage or mechanical or electrical                   provide you with an exact replacement, then Homecare will
       breakdown of your device as a result of you or a household            supply you with an accessory that has similar features and
       member failing to take reasonable precautions;                        functionality to the one you claimed for if this is compatible
9.1.5. loss, theft, damage or mechanical or electrical breakdown of          with your device, but the colour of the accessory may not
       your device if this happened before you opened your account           always be the same.
       and you were aware of this before opening it;                   11.3. Your policy does not cover the cost of a replacement
9.1.6. damage caused by reckless use of your device. This includes           SIM card or any software loaded on to your device such
       (but is not restricted to) damage caused because you or a             as games, ring tones and other applications.
       household member have not followed the manufacturer’s           11.4. Homecare will not pay any claim in respect of accessories if
       instructions;                                                         you cannot provide proof of purchase for those accessories,
9.1.7. malicious damage caused by you or a household member;                 unless they were provided as standard with your device.
9.1.8. theft of your device from a car or other vehicle, unless:       12.     Airtime abuse cover
9.1.8.1. it was out of sight,                                          12.1. If you have made a successful claim under your policy for
                                                                             your lost or stolen device and someone has incurred call,
9.1.8.2. the vehicle’s security systems were activated; and                  SMS, MMS or data charges on that device without your
9.1.8.3. there is evidence that the vehicle has been broken into;            permission, then:
9.1.9. theft of your device from any unattended premises unless        12.1.1. if your device is on a monthly airtime contract, Homecare
there is evidence of forced entry;                                             will provide cover up to a maximum value of £1,500 for
9.1.10. damage or mechanical or electrical breakdown of your device            such charges which you are required to pay for (which are
        if Homecare cannot verify the IMEI number of the device that           not inclusive calls, SMS, MMS or data under that contract)
        you have returned to Homecare for examination and there is             which are incurred in the 12 hours before you notify your
        no IMEI sticker on it;                                                 network provider that your device is lost or stolen and
                                                                               request a block is put on it;
9.1.11. damage caused by any electronic virus;
                                                                       12.1.2. if you pre-pay for your airtime, Homecare will provide cover
9.1.12. repair costs if these are not approved by Homecare                     for pre-paid credit up to a maximum value of £100 for any
        before they are carried out;                                           credit purchased within the 24 hours prior to the loss or
9.1.13. costs of routine servicing, inspections, adjustments                   theft of your device.
        or cleaning;                                                           If you make a claim under this Term 12, you must be
9.1.14. normal wear and tear, including surface cracks that do not             able to provide proof of the charges/credit claimed for,
        affect the use of your device                                          for example a mobile phone statement showing the
9.1.15. loss or damage caused by, or occurring during,                         unauthorised call, SMS, MMS and/or data charges or a
        maintenance or modification of the device;                              proof of purchase for pre-paid credit.
9.1.16. any form of loss, cost or damage which is not the cost of      13.     The excess
        repairing or replacing your device;                            13.1. The excess is the amount of each claim that Homecare will
9.1.17. claims made because the device has been confiscated                   not pay. The amount you have to pay depends on whether
        or is being held by the police or any government or                  your device is an iPhone or not. The excesses payable are:
        regulatory body.                                               13.1.1. for a claim in respect of an iPhone, you have to pay £100; or
10.     Accessories cover                                              13.1.2. for a claim in respect of a device which is not an iPhone,
10.1. If you have made a successful claim under your policy for                you have to pay £50.
      your lost or stolen or damaged device, your policy also          14.     Claims: General
      provides cover up to a maximum value of £200 per claim,          14.1. You are entitled to up to two successful claims in any 12
      for accessories for your device such as chargers, cases,               month period under your policy.
      earphones, Bluetooth headsets and memory cards, if they
      are lost, stolen or damaged at the same time as your             14.2. For joint accounts, each account holder is entitled to up to
      device, in which case Homecare will, at Homecare’s                     two successful claims in any 12 month period. Your entitlement
      discretion, either:                                                    under Term 14.1 is not affected by the amount of successful
                                                                             claims made by the other holder of your joint account.
10.1.1 replace them; or
                                                                       14.3. If you make a claim, Homecare will ask for proof of
10.1.2. give you the replacement cost of the accessories.                    ownership for claims for your device, proof of purchase
        If Homecare chooses to settle a claim for accessories by             for any accessories claimed for (unless they were provided
        giving you the replacement cost, Homecare will give an               as standard with your device) and proof of any charges/
        amount equivalent to the cost of buying from a high street           credit claimed. You must be able to provide this. Homecare
        retailer accessories with similar features and functionality         may also ask for documentation or other proof to support

                                                                                                                                29
          your claim. What Homecare will require will depend on the                   17.     Claims: General Conditions
          circumstances of your claim, but an example would be                                To allow Homecare to process your claim, Homecare will
          a Police Crime Reference Number to support a claim for                              need the information listed below, but please contact
          theft. You can provide photocopies, if this is easier.                              Homecare to register your claim:
14.4. If the device is lost, stolen, damaged or breaks down                                     within 10 days of discovery (if you are in the UK) or
      outside the UK, Homecare will not settle the claim until you
      have returned to the UK.                                                                  within 10 days of your return to UK (if you are
                                                                                                outside the UK when discovered), even if you do not
15.       Cancelling the policy                                                                 have all of the information to hand:
          You may cancel your policy by calling 0870 562 5555                                   your sort code and account number
          during the times referred to in Term 16.1.2 below.
                                                                                                your device’s IMEI number
16.       Claims: how to make a claim
                                                                                                proof of ownership
16.1. If you need to make a claim, you can do so either:
                                                                                                a payment method for your excess
16.1.1. online: through rbsroyalties.com; or
                                                                                                the time and date of the incident
16.1.2. by phone: by calling 0870 562 5555 with lines open 8am
                  to 8pm Monday to Friday and 9am to 6pm                                        for loss and theft claims, time and date you requested
                  Saturday and Sunday (except Christmas Day                                     that your network provider placed a block on your device
                  and Boxing Day). Homecare will tell you what to                               and crime or loss reference number or police report
                  do, including what paperwork you will have to                                 for theft and malicious damage claims in the UK and for
                  provide to support your claim.                                                theft, malicious damage and loss claims outside the UK,
16.2. If you are in the UK and you need to claim: you must                                      a crime or loss reference number or police report and
      report the incident in accordance with the following table:                               name of police station
                                                                                              If your device is lost, stolen, damaged or breaks down
                                                 incident
                                                                                              outside the UK, Homecare will not settle your claim until
                                                                       accidental             you have returned to the UK.
                                                                      damage or
 action                                                 malicious                     18.     Fraud
                       loss              theft                        mechanical
 required                                               damage
                                                                      or electrical
                                                                      breakdown       18.1. If you have any concerns in relation to fraud, please call
                                                                                            0870 562 5555 and ask to be transferred to the Fraud
 report to
 network
                 within 24 hours within 24 hours
                                                            N/A           N/A
                                                                                            Investigation Unit. Alternatively, you can write to:
                   of discovery    of discovery
 provider                                                                                     Fraud Manager
 report to             N/A                                                                    Homecare Insurance Limited
 police                                                                                       Holgate Park
                                    within 24 hours within 24 hours
      Remember to get a crime                                             N/A                 York
                                      of discovery    of discovery
      or loss reference number
      or police report
                                                                                              YO26 4GA
                                                                                      18.2.   If you, or anybody acting for you:
 report to        within 10 days within 10 days within 10 days within 10 days
 Homecare          of discovery   of discovery   of discovery   of discovery          18.2.1. make a claim knowing it to be fraudulent;
16.3. If you are outside the UK and you need to claim: you must                       18.2.2. make a statement in support of a claim knowing the
      report the incident in accordance with the following table:                             statement to be false or untrue in any respect, or submit a
                                                                                              forged or false document in support of a claim knowing the
                                                 incident                                     statement to be false or untrue in any respect; or
                                                                       accidental     18.2.3. deliberately misrepresent or deliberately fail to disclose
                                                                      damage or               material facts with the intention of deceiving Homecare in
 action                                                 malicious
                       loss              theft                        mechanical
 required                                               damage
                                                                      or electrical
                                                                                              relation to this benefit while your account is open,
                                                                      breakdown               Homecare will not pay the claim.
 report to                                                                            18.3. Details of claims may be put on a Register of Claims
                 within 48 hours within 48 hours
 network                                                    N/A           N/A
 provider
                   of discovery    of discovery                                             through which insurers share information to prevent
                                                                                            fraudulent claims. A list of participants and the name and
 report to        within 48 hours
 police             of discovery                                                            address of the operator of the claims register are available
                                    within 48 hours within 48 hours                         from Homecare on request.
      Remember to get a crime                                             N/A
                                      of discovery    of discovery
      or loss reference number                                                        19.     Other insurance
      or police report
                                                                                              If you have other insurance that provides the same or
 report to        within 10 days within 10 days within 10 days within 10 days                 substantially similar benefits, you must tell Homecare this
 Homecare         of return to UK of return to UK of return to UK of return to UK             when you make a claim. Homecare will not pay more than
                                                                                              Homecare’s share of any claim if your device is covered by
Please note that if you are outside the UK, Homecare will not replace
                                                                                              other insurance.
or repair the device until you return to the UK.




          30
20.   Setting aside                                                     24.       Meanings you need to know
      If Homecare chooses not to apply any Term, this will not           approved          the person that Homecare nominates to carry out repairs to,
      prevent Homecare from applying that Term or otherwise              supplier          or provide a replacement for, your device
      relying on it in the future.                                       business day      a day on which banks in the UK are generally open for
                                                                                           business, other than weekends and local bank holidays
21.   The contract
                                                                         device            a mobile phone or personal digital assistant (PDA) with
      There is a contract between you and Homecare. The conditions                         phone functionality owned by you which:
      that appear in these Terms are part of the contract. Failure to                         you use; or
      comply with any condition may mean that claims will not be                              you make available to any household member for them
      paid and no replacement or repair will be provided.                                     to use

22.   How to make a complaint                                            Financial         Financial Services Authority including any successor
                                                                         Services          authority which in the future takes over responsibility for
      If you want to make a complaint in relation to your policy,        Authority         registration of financial services providers in the UK
      please phone Homecare on 0870 562 5555 or write to:                household         anyone who is permanently resident in your home and
                                                                         member            who is:
      Complaints Manager
                                                                                              your spouse
      Homecare Insurance Limited                                                              your partner
      Holgate Park                                                                            a child (who you, your spouse or your partner is the legal
      York                                                                                    guardian of).
      YO26 4GA                                                                             Such a child who is a student who is resident in your home
                                                                                           except during term time is deemed to be permanently
      Homecare will try to respond to your complaint within 5                              resident for these purposes
      business days. If Homecare cannot, Homecare will send              IMEI number       International Mobile Equipment Identity number. This is a
      you an acknowledgement letter to keep you informed of the                            unique serial or identification number which can be used to
      progress Homecare is making. If you are not happy with                               identify your device
      the response you receive, you can take this up with the            individual        a human being
      Financial Ombudsman Service. Homecare (but not you) is
                                                                         mechanical        the actual breaking or burning out of any part of the device
      bound by any decision they reach. Their address is:                or electrical     caused by, or arising from, internal electronic, electrical
      Financial Ombudsman Service                                        breakdown         or mechanical defects, or defective or faulty materials,
                                                                                           or workmanship, causing stoppage of normal operation
      Insurance Division                                                                   and necessitating immediate repair or replacement before
      South Quay Plaza                                                                     normal operation can be resumed. For the avoidance of
      183 Marsh Wall                                                                       doubt, this does not include damage caused to the device
                                                                                           by an electronic virus
      London
      E14 9SR                                                            person            includes any individual, firm, company, corporation,
                                                                                           government, state or agency of a state or any association,
      You must contact the Ombudsman within six months                                     trust, joint venture, consortium or partnership of any kind
      of receiving Homecare’s final response to your complaint            policy            the policy created by these Terms when your account
      (that response will include the words “final response”).                              is opened
      The Ombudsman will not be able to help you unless you              proof of          the till receipt provided at the point of sale that details the
      have first made your complaint to Homecare.                         ownership         sale to you of your device, or similar documentation that
                                                                                           provides proof that you own the device (for example a
23.   Special requirements                                                                 mobile phone statement showing the IMEI number)
      Homecare is committed to meeting the needs of all its              reasonable        all measures that it would be reasonable to expect you
      policyholders, including those with special needs. Letters         precautions       and/or any household member to take to try to prevent
                                                                                           loss, theft, damage or mechanical or electrical breakdown
      and other documents are all available on request in Braille                          of your device
      or large text or on audio tape. Hearing and speech-impaired
                                                                         refurbished       a used mobile phone or personal digital assistant (PDA)
      policyholders who wish to speak to Homecare and have a             stock             which has been refurbished to “as new” standard
      textphone available can do so by using the RNID’s Typetalk
                                                                         UK                England, Scotland, Wales and Northern Ireland
      Relay service. This is available 24 hours a day, seven days
      a week and allows customers who find this convenient to
                                                                         warranty          the period of time that your device is covered by a warranty
      contact Homecare via a Typetalk Operator who will relay            period            given by either the manufacturer or a supplier of your
      instructions and other requests verbally to Homecare’s call                          device (including Homecare’s approved supplier)
      centre staff.                                                      we, us, our       The Royal Bank of Scotland plc
      Please note that to use Typetalk Relay, you must have or
      be able to get access to a textphone. If so, just dial            25.       Laws which apply to these terms
      18001 and then dial Homecare’s number; once the call              25.1.     If your address is in Scotland:
      is connected, a Typetalk Operator will join the call to relay
      your message. Homecare’s responses will then appear               25.1.1. Scots law applies between you, us and Homecare; and
      as text on your textphone.                                        25.1.2. the Scottish courts have non-exclusive jurisdiction over
      For Typetalk, please call 18001 0870 562 5555.                            any disputes arising out of this benefit.
      For all other services, including requests for Braille, large     25.2. If your address is in England or elsewhere:
      print or audio versions of any of Homecare’s documents,           25.2.1. English law applies between you, us and Homecare; and
      please call 0870 562 5555. In all cases, Homecare will be
      happy to help.                                                    25.2.2. the English courts have non-exclusive jurisdiction over
                                                                                any disputes arising out of this benefit.




                                                                                                                                               31
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 17 February 2013

				
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