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					smile loan account
user guide



                     smile User Guide - Loan Account

CONTENTS

1.   Welcome to smile

2.   What you get with your loan

3.   Paying money off your loan

4.   What to do if you forget anything

5.   What to do if you change your name, address or e-mail

6.   Contacting smile

7.   Printing




       All information included in this guide is correct as at 23 October 2003.
                For further information, see the www.smile.co.uk website.


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user guide



                                 Welcome to smile


This guide shows you how easy it is to bank with smile.


Paper statements are a thing of the past with a smile loan and you’ll be able to see your
repayments working as and when you want to. They’re sent to you electronically
instead, and you can view your current smile statements online whenever you want - as
well as any statement from the past year.

As you use smile, we hope you’ll find managing your money is a piece of cake - with
simple menus and on-screen instructions every step of the way, it all becomes second
nature in no time.


You’ll soon find out that everything about smile makes a refreshing change from
conventional banks. It’s not just a question of getting better interest rates or having more
control of your money - it’s about how you’re treated as a customer.


With smile, you know you’re dealing with people you can trust. People who are always
straight with you. People who go out of their way to try and help. People who genuinely
want to share information with you rather than talk down to you.


That’s why we were voted the Best Internet Banking Provider by Your Money in 2002.
And that’s why we’re confident you’ll enjoy banking with smile.




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2. WHAT YOU GET WITH YOUR ACCOUNT

When you open a smile loan account, we post you:

•   a Pre-Contract Information document for you to keep

•   2 copies of your Credit Agreement with the terms and conditions. One for you to sign
    and return and one for you to keep. As soon as we receive it, your loan is credited to
    your chosen account – by the next day if it’s a smile account, or within 4 days if it’s
    an account somewhere else

•   your insurance certificate (if you’ve taken out Repayment Protection Insurance)

•   a letter that explains how to access all the information you’ll need to operate your
    account online.


3. PAYING OFF YOUR LOAN

•   We’ll set up a standing order for you to manage repayments


4. WHAT TO DO IF YOU FORGET ANYTHING

If you forget your Secure Personal Information (SPI) or account details
Call the smile Service Centre on 0870 (THE BANK) 843 2265.


5. WHAT TO DO IF YOU CHANGE YOUR NAME, ADDRESS OR E-MAIL

To change your e-mail address, simply select ‘Change my e-mail address' from the
customer service menu once you’ve logged in.

To change your telephone numbers, simply select ‘Change my contact details’ from the
customer service menu once you’ve logged in.

If you’re moving home, just send us a secure message with details of your new address
(Please tell us the date you’re actually moving).

If you’re changing your name, send us a letter with both your new and old signatures
and a copy of your marriage or Deed Poll certificate.

Our address is: smile, P.O. Box 602, FREEPOST NWW 2330A, Delf House,
Skelmersdale, Lancashire, WN8 6GF




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6. CONTACTING SMILE

smile is about sharing information, so we’re always pleased to hear from you.

To talk about your account. To get technical help.

To make a suggestion - we love getting those. Or to make a complaint - though we don’t
enjoy those so much, we’d much rather hear about them so we can put things right.

So if there’s anything on your mind, please e-mail us on:

questions_for_you@smile.co.uk

i_am_frowning@smile.co.uk

suggestions_for_you@smile.co.uk

thanks_to_you@smile.co.uk

talk_to_a_techie@smile.co.uk

To discuss anything confidential to do with your account, please use our secure
messaging system via smile banking.

If you can’t get in touch by secure message or email, you can call us on :
0870 (THE BANK) 843 2265. Or you can snail mail us at:

smile
PO Box 602
FREEPOST NWW 2330A
Delf House
Skelmersdale
Lancashire
WN8 6GF


7. PRINTING

To print a statement, simply find the one you want and click ‘Print’ at the top of the
screen.

If you have any difficulties visit our Trouble Shooting Guide at:
http://www.smile.co.uk/troubleshooting




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