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									TABLE OF CONTENTS

1. General Terms And Conditions Term Loan ................................ 2 2. Distance Marketing Information - Term Loans............................ 5 3. Distance Marketing Information - LPP ........................................ 7 4. Terms Of Business.................................................................... 13

GENERAL TERMS and CONDITIONS TERM LOAN
1. Interpretation: In these General Conditions the singular includes the plural and vice versa and "Loan" means the loan detailed overleaf or, as the case may require, the balance thereof from time to time outstanding. In the event of a conflict between these General Conditions and the Special Conditions, the Special Conditions shall prevail. 2. Customer Information (a) The Criminal Justice Act requires the Bank to satisfy itself as to the identity of the Customer before opening an Account or permitting transactions on an Account. (b) The Bank will retain the information provided by the Customer (whether in the application for the Account or otherwise) and any information relating to the conduct of the Account for the purposes of processing the application for the Account, managing and administering the Account and group reporting and analysis. Agents, sub-contractors or other companies in the Irish Life & Permanent Group may process this information on the Bank’s behalf. (c) The Customer has the right at any time to request a copy of any “personal data” within the meaning of the Data Protection Act 1988 (as amended or re-acted from time to time) that the Bank holds about the Customer (for which the Bank may charge a small fee) and to have inaccuracies in that information corrected. (d) Information concerning the Customer will not be disclosed except where required or permitted by law or with the consent of the Customer, or in accordance with the remaining provisions of this clause. (e) Provided the Customer has given consent, the Bank may make such enquiries about the Customer as it from time to time considers appropriate and may provide information provided by the Customer in the application for the Account and any information relating to the conduct of the Account to credit reference agencies. (f) Provided the Customer has given consent, information provided by the Customer (whether in the application for the Account or otherwise) and any information relating to the conduct of the Account may be used by the Bank to: (i) transmit the Customer information of other products, services, special offers, promotions, competitions of the Bank or of other companies in the Irish Life & Permanent Group or other carefully selected third parties which the Bank thinks the Customer may find of interest; and provide such information to other companies in the Irish Life & Permanent Group or to other carefully selected third parties so that they can transmit the Customer details of their products, services, special offers, promotions and competitions.

(ii)

(g) The Bank may provide any information concerning the Customer to: (i) any (or to any proposed) assignee, transferee, mortgagee, chargee, novatee, grantee, other disposee or successor and their respective officers, employees, agents and advisers; any other member of the Irish Life & Permanent Group for group reporting and analysis;

(ii)

(iii) any person with whom the Bank has entered or proposes to enter into contractual relations in relation to an Account or who provides or proposes to provide services to

the Bank in connection with an Account and their respective officers, employees, agents and advisers; and (iv) (if there is more than one account holder on an Account) the other(s) account holders and their respective advisers. 3. Drawdown of Loan: You may not drawdown the Loan until (a) we have received to our satisfaction this Agreement duly signed by you and the security, if any, specified in the Schedule; and (b) either the cooling off period has expired or you have waived your right to a cooling off period. Unless otherwise agreed by us, you must drawdown the Loan within 3 months from the date on which this Agreement was sent to you for signature. If you do not drawdown the Loan within the above time limits, this Agreement will lapse unless we agree a later drawdown. 4. Security: The Loan will be secured by the security, if any, specified in the Special Conditions. Any mortgage which we hold over a "house" (within the meaning of the Consumer Credit Act 1995) for your general liabilities to us will not secure the Loan if it would cause the Loan to be a "housing loan" (within the meaning of that Act). 5. Interest and Repayment: (a) The rate of interest applicable for the duration of the Loan will be the Interest rate specified in the Schedule. However, if there is a change in prevailing interest rates between the date of issue of this Agreement and drawdown of the Loan we may raise or decrease the rate applicable to the Loan from that shown in the Schedule. We will notify you of any such change. You will repay the Loan with interest thereon at the applicable rate by monthly periodic instalments in amounts which, over the Period of Agreement, will be sufficient to discharge in full the Loan together with such interest. You will commence payment of such instalments one month after first drawdown of the Loan.

(b)

Interest will accrue and be calculated on the daily balance outstanding and a 365 day year or 366 day in a leap year and will be payable as well after judgement as before. Interest will be debited to your account at monthly or at such other periodic rests as we in our absolute discretion shall decide. This means that if you do not pay the instalments on time the unpaid interest will be capitalised and you will pay interest on interest. You will give to us a standing order or a direct debit mandate allowing us to debit your account with the appropriate payments due to us hereunder. If there are insufficient funds in your account to meet any such direct debit or standing order you may be charged a reversal fee in accordance with our then current scale of fees.

(c)

6. Early Repayment: You may, at any time, repay the whole or any part of the Loan early (i.e. in advance of the scheduled repayments). However, if you do so you shall pay to us all interest accrued (but unpaid) on the amount repaid up to the date of repayment and a redemption fee equal to 90 days interest on the amount repaid. 7. Change in the APR: The annual percentage rate of charge, or APR, as defined in the Consumer Credit Act 1995, is designed to measure the total cost of credit of the consumer. It is measured on the basis of circumstances prevailing at the date of issue of a credit agreement. The APR in this Agreement may change if the interest rate changes between the date of issue of this Agreement and the date of drawdown or if the interval at which interest is debited to your account changes.

8. Default: If: (a) you do not pay on time any amount due under this Agreement; or (b) you break any of the other terms or conditions expressed or implied of this Agreement or the terms and conditions of any security for the Loan or any other agreement with us; or (c) you give us false information in connection with this Agreement; or (d) you or any guarantor of the Loan commits an act of bankruptcy or is adjudged bankrupt or dies, then we shall have no obligation to advance the Loan and if the Loan has already been advanced, we may, having served on you a default notice in accordance with the Consumer Credit Act 1995, demand immediate repayment of the Loan together with interest thereon and any other monies outstanding under this Agreement whereupon all such monies shall immediately fall due for payment. In addition, we may impose a surcharge on you of 12% per annum (minimum €1.25) on the amount of the arrears, which will be debited and compounded in the same manner as the interest charge. 9. Assignment: You may not assign or otherwise transfer any of your rights or obligations hereunder. We may assign the whole or any part of the benefit of the Loan and this Agreement and any reference to us in this Agreement shall be deemed to include our assigns and successors who shall be entitled to enforce and proceed upon this Agreement in the same manner as if named herein. We shall be entitled to impart any information concerning you to any such assignee or successor or to any proposed assignee or successor of the Bank. 10. General:
(a)

If there is more than one of you, your obligations under this Agreement shall be joint and several and the act or default of any one of you shall be deemed to be the act or default of all of you. We may release or grant time or indulgence to any of you without affecting our rights against the other(s) of you. No relaxation or indulgence which we may extend to you shall affect our rights under this Agreement. No provision in this Agreement shall affect or be construed to affect your statutory rights under the Consumer Credit Act, 1995. In the event of any conflict between this Agreement and such rights, the latter shall prevail. We may (but shall not be obliged to), transfer at any time(s), the whole or any part of any balance standing to the credit of any account(s) maintained by you with us to any debit balance on any other such account(s) including the Loan account regardless of whether such accounts are with different branches and/or are denominated in different currencies. You shall pay on demand all costs and expenses incurred by us in enforcing or preserving or seeking to enforce or preserve our rights hereunder. If you have opted for a Loan Protection Plan for the Loan you acknowledge that the amount of the Loan has been increased by the premium payable under the Loan Protection Plan and that we may deduct the premium from the Loan and pay it directly to the insurance company.

(b)

(c)

(d)

(e)

(f)

(g) If any life or other policy of insurance stands as security for the Loan we may (but shall not be obliged to) pay any premium which is outstanding on same. If we do so we may debit your account with the expense we incur and you shall reimburse the same to us on demand together with interest thereon at the rate applicable to the Loan from the date we incur it to the date of actual repayment (as well after as before judgement). 11. Notices:

Any notice or demand under this Agreement may be served by us on you personally or by being left at or posted to your address last known to us. Any notice or demand so served shall be deemed to have been served on you (i) when served (if served on you personally); (ii) when left (if left at the above mentioned address) or (iii) two days after posting (if sent by post) and in proving service by post it shall be sufficient to show that the notice was properly addressed and posted notwithstanding that it was not in fact delivered or was returned undelivered.

Distance Marketing Information - Term Loans
NOTE: THIS INFORMATION DOCUMENT APPLIES TO YOU IF YOU HAVE DEALT WITH US AT A DISTANCE E.G. PHONE, INTERNET, POST. IN OTHER WORDS WHERE THERE IS NO FACE TO FACE CONTACT BETWEEN YOU AND US. This information is supplied to you in accordance with our obligations under the European Community’s (Distance Marketing of Consumer Financial Services) Regulations 2004. Information about us 1. We are Irish Life & Permanent plc trading as permanent tsb. Our main business is banking and our principal place of business is Lower Abbey Street, Dublin 1. 2. We are a public limited company registered with the Companies Registration Office under registration number 222332 and we are a licensed bank regulated by the Irish Financial Services Regulatory Authority. We are an insurance intermediary for Genworth Financial and a tied agent of Irish Life Assurance plc. Information about the financial service 3. The purpose of this schedule is to summarise for you the key features of our personal term loans. Those key features are: • personal term loans are available to persons who meet our credit criteria; • personal term loans (including interest) are repayable over an agreed period of time normally three to five years by monthly instalments • interest on personal term loans is payable at a variable rate or, if we so agree at your request, our applicable fixed rate; • if you make any default in repayment, you must pay the costs and expenses that we incur in recovering payment from you; • we may require you to provide security for the repayment of the loan; and • these and the other applicable terms and conditions will be set out in a Credit Agreement which we will send to you and which you should sign and return to us if you wish the loan to be processed. The Credit Agreement shall be deemed to be made when we sign and date the Credit Agreement. A copy of the signed and dated Credit Agreement will be sent by us to you. 4. The following table is provided as a guide to the repayment amount and level of total cost of credit. Figures are calculated on the basis of a 36 month term, exclude loan repayment protection and assumes that monthly repayments are kept up to date.

5. There may be additional costs or taxes payable by you which are not paid by us or imposed by us. 6. This information is correct at the date it is sent to you. The examples of the total cost payable by you are illustrative only, and the actual total cost will depend on prevailing rates of interest, in the case of a variable rate loan, throughout the period of the loan, and, in the case of a fixed rate loan, at the time the loan is drawn down. 7. If you have received a Credit Agreement from us for a proposed personal term loan you can ascertain the amount of that loan, the period over which it is to be repaid, the applicable interest rate and the frequency and amount of repayments by examining the important information notice on the front page of the Credit Agreement. Remember that interest rates may vary between the date we issue the Credit Agreement and the date you draw down the loan and thus the actual interest rate and the amount of the repayment installments will differ from those shown in the important information notice where this occurs. The Credit Agreement will also set out the other terms and conditions applicable to the loan and we strongly urge you to read it before proceeding with the loan. Your right to cancel the contract under the regulations 8. If you enter into a contract with us to borrow a personal term loan (which you do by entering a Credit Agreement with us) you may cancel that contract in accordance with the European Communities (Distance Marketing of Consumer Financial Services) Regulations, 2004 within 14 days of the receipt by you of the Credit Agreement signed and dated by us. To cancel you should send an email to us at dmdunit@permanenttsb.ie or write or deliver a letter to us addressed to the DMD Unit permanent tsb 56/59 St. Stephen’s Green, Dublin 2. If you exercise that right you must, within 30 days, repay the loan plus interest for each day you held the loan monies. If you exercise that right your loan payment protection plan (if any) will be cancelled automatically. If you do not exercise this right to cancel you will remain bound to repay the loan and interest in accordance with the contract but you will continue to have the right to repay the loan early as outlined in the next paragraph. Other rights to terminate the contract 9. You may at any time repay all or part of the loan early. If the interest rate on the loan is variable, an early repayment fee of €25.00 is payable and, if the interest rate on the loan is fixed, an early repayment fee equal to 90 days interest on the amount repaid is payable. 10. If you fail to make any payment due to us in respect of the loan or, if any of the other events of default specified in the Credit Agreement for the loan were to occur we may call for the immediate repayment of the loan together with all accrued but unpaid interest thereon and all other costs and expenses payable under the terms of the Credit Agreement. Governing law and language 11. All our dealings with you, and all contracts between us, will be governed by the laws of Ireland. 12. All contracts between us, all information which we supply to you and all other communications with you will be in English.

Complaint Procedure 13. We aim to provide a friendly and efficient service to our customers and it is our policy to ensure that all your concerns are dealt with fairly and promptly. 14. If you have any complaint please telephone 021 7304567 or write to: Customer Relations Department, permanent tsb, Churchyard Lane, Douglas, Cork. 15. If you are dissatisfied with the outcome of our efforts to resolve your complaint you may refer your complaint to:Financial Services Ombudsman, 3rd Floor, Lincoln House, Lincoln Place, Dublin 2. Locall: 1890 882090 Tel: (01) 662 0899 Fax: (01) 662 0890 e-mail: enquiries@financialombudsman.ie

DISTANCE MARKETING INFORMATION - Loan Payment Protection (LPP)
NOTE: THIS INFORMATION DOCUMENT APPLIES TO YOU IF YOU HAVE DEALT WITH US AT A DISTANCE E.G. PHONE, INTERNET, POST. IN OTHER WORDS WHERE THERE IS NO FACE TO FACE CONTACT BETWEEN YOU AND US. This information is supplied to you in accordance with our obligations under the European (Distance marketing of Consumer Financial Services) Regulations. Information about us 1. 2. We are Irish Life & Permanent plc trading as permanent tsb. Our main business is banking and our principal place of business is Lower Abbey Street, Dublin 1. We are a public limited company registered with the Companies Registration Office under registration number 222332 and we are a licensed bank regulated by the Financial Regulator. We are an insurance intermediary for Genworth Financial and a tied agent of Irish Life Assurance plc. The provider of the General Insurance cover under the contract is Financial Insurance Group Services Limited, which is the service company for Financial Insurance Company Limited. Both of these entities trade under the name of Genworth Financial. The Financial Insurance company Limited’s address in the United Kingdom is Building 11, Chiswick Park, Chiswick High Road, London, W4 5XR. Registered Irish branch offices: rd 3 Floor, Fleming Court, Fleming Place, Dublin 4, Ireland. Financial Insurance Company Limited (FICL) is authorised and regulated by the Financial Services Authority (registered number 202639). The conduct of FICL’s business in Ireland is subject to the supervision of the Financial Regulator. The provider of the Life Insurance cover under the contract is Irish Life Assurance PLC. Its main business is the provision of life assurance and its principal place of business and registered office is situated at Irish Life Centre, Lower Abbey Street, Dublin 1. Irish Life Assurance PLC is a public limited company and is registered in the Companies Registration Office under registration number 152576 and is a licensed insurance company regulated by the Financial Regulator. Irish Life Assurance plc’s VAT registration number is 9F55923G.

3.

4.

Information about the Financial Service

The purpose of this schedule is to summarise for you the key features of our Loan Payment Protection Plan (LPP). Please note that the purchase of LPP is optional. Depending on the Plan you have chosen, and as shown on your schedule, you have cover for the benefits associated with the following; • • • Loan Care Provides benefits for Disability, Unemployment and Life cover. Loan Cover Plan A Provides benefits for Disability and Life cover. Loan Cover Plan B Provides cover for Unemployment and Life cover.

To be eligible to apply for LPP the insured must: • • • • Be aged between 18 and 65 for the duration of the agreement. Live and work in Ireland. Be in full-time employment. Be in good health, and not aware of any pre-existing condition or any possible unemployment.

The key benefits available under the contract are: Life cover Life cover is arranged by permanent tsb and is provided by Irish Life Assurance plc, under the Irish Life and Permanent plc, trading as permanent tsb master policy. If you die during the insured term, we will pay permanent tsb the outstanding balance, less any arrears on your agreement, up to €75,000. Disability cover This benefit only applies if you have chosen Loan Care or Loan Cover Plan A and you have paid the appropriate premium for Loan Care or Loan Cover Plan A. If you are working or on statutory maternity leave and you become disabled during the insured term for 30 days in a row, you will be entitled to the monthly benefit for each period of 30 days that you are disabled (up to a maximum of 60 months) until the earliest of the following: • The end date • You fail to provide evidence of your disability • The outstanding balance has been paid We will consider the first day of disability as the day a doctor certifies that you are disabled and are not able to work. We will only pay you disability benefit if a doctor is regularly treating you for the condition causing your disability. Further disability claims If you have made a disability claim which ends for whatever reason, you will not be able to

make another disability claim until you have been in continuous work (or, if you are on statutory maternity leave, your doctor confirms that you would be continuously fit to work if you were not on statutory maternity leave) for: • 30 days if the disability is different; or • 180 days if the disability is the same. You cannot claim for more than one cover at one time. We will not pay unemployment benefit for any period that you are entitled to disability benefit, and vice versa. Disability cover exclusions We will not pay you a monthly benefit for any disability caused by or resulting from: • any pre-existing condition; • self-inflicted injuries caused while sane or insane; • alcohol or drugs which are not taken under the advice or supervision of a doctor (this does not include drugs prescribed by a doctor for treating drug addiction); • normal pregnancy unless the symptoms of a normal pregnancy develop into a condition, sickness or disease which is: • diagnosed by a doctor or consultant who specialises in obstetrics; • not excluded under any other exclusions set out in this section. • psychiatric illness or mental disorders, including stress and stress-related conditions unless certified by and under the care of an appropriate specialist; • any elective surgical procedure, or; • backache or related conditions, unless there is supporting medical evidence. This evidence may be a report from a specialist consultant. In either case, an MRI, CT scan or equivalent will be needed. Unemployment cover This benefit only applies if you have chosen Loan Care or Loan Cover Plan B and you have paid the appropriate premium for Loan Care or Loan Cover Plan B. If you are working, or on statutory maternity leave, and you become unemployed during the insured term for 30 days in a row, you will be entitled to the monthly benefit for each period of 30 days of unemployment until the earliest of the following: • The end date • You fail to provide evidence of your unemployment • The outstanding balance has been paid • We have paid no more than 12 monthly benefits for each claim • A maximum of 24 monthly benefits has been paid for more than one unemployment claim. When paying your claim, we will consider your first day of unemployment as the day you are first registered as unemployed with the Department of Social and Family Affairs or any other government office that replaces it. You will not be considered to be unemployed for days when you are receiving payment instead of working your notice.

Temporary work If you are receiving unemployment benefit and want to start temporary work for three months or less, please let us know before you start work. We will not pay you while you are working temporarily, but when it finishes we will continue your unemployment claim and will treat this as one continuous claim, up to 12 monthly benefits in total.

Pregnancy and unemployment If you are unemployed and become pregnant, we will continue to pay your unemployment claim during your pregnancy and immediately after you have given birth, as long as you continue to provide us with satisfactory evidence that you are unemployed and that you are actively looking for work. Further unemployment claims If two or more periods of unemployment are separated by three months or less, we will treat this as one continuous claim but we will not pay for any time you were working between these periods. If the two periods of unemployment are separated by more than three months, you must return to work for six months in a row before you make another unemployment claim. You cannot claim for more than one cover at one time. We will not pay unemployment benefit for any period that you are entitled to disability benefit, and vice versa. Unemployment cover exclusions We will not pay you a monthly benefit for any unemployment if: • you were not in full-time employment for at least six months immediately before you became unemployed; or • at the start date or within 30 days of the start date you knew you would be made unemployed or you had reason to believe that you might be made unemployed; or • your work was seasonal, casual or temporary, or unemployment is a regular feature of your work; or • you resigned or you accepted voluntary redundancy; or • you lost your job because of misconduct, fraud, dishonesty, an unofficial strike or lock-out, or any criminal act you carried out; or • you have taken retirement and you have no intention of getting another job.

Self-employed You are eligible to make an unemployment claim if you have involuntarily stopped trading because your business’s assets cannot pay its debts, other liabilities and expenses, and you have told the Irish Revenue Commissioners about this. You will not be able to make an unemployment claim unless your business: • has stopped trading or is in the process of being wound up (or both); and • is under the control of an insolvency practitioner; or • is a partnership which has been or is in the process of being dissolved. Fixed-term contracts

If your fixed-term contract ends, whether you are working on a PAYE basis, you will not be able to make an unemployment claim unless: • you have been in continuous work with the same employer for at least 12 months and your contract has been renewed at least once; or • you were originally employed permanently by the same employer but were transferred to a fixed-term contract by the employer without a break in employment and you had no reason to believe that it would not be renewed again. How to claim • Ask for a claim form You (or your personal representative for a life claim) should contact us at Genworth Financial, P.O. Box 602, Shannon, Co. Clare. or phone us on 061 73 73 73 to ask for a claim form. To help us assess our service, we record and monitor phone calls.

• Fill in the claim form You (or your personal representative for a life claim) should fill in the claim form fully and accurately, and return it to us at Claims Department, Genworth Financial, P.O. Box 602, Shannon, Co. Clare. We will also ask you (or your personal representative for a life claim) for other information and documents to help us process your claim. The claim form must be sent to us within 120 days of the date of death, or within 120 days of the date your disability or unemployment began, or as soon as possible after this. • What happens after you send us your claim form? We will process your claim and if we need more information from you or someone else, we will write and explain this to you. We will then write and tell you if we have accepted or rejected your claim. • Continuing claims For disability and unemployment claims, you must fill in a continuing claim form for each month you are claiming. If you are late sending us your claim form, we may not be able to pay your claim. • How to change your claim (This only applies if you have chosen Loan Care). Please contact us straightaway and we will send you a new claim form to fill in with details of your new claim. We will ignore the fact you have not been working because of your current claim. The most we will pay for both claims combined is 12 monthly benefits or the outstanding balance, whichever happens first. • We may ask you to attend an Independent Medical Examiner at our expense. • We will only pay you one type of benefit (life, disability or unemployment) at any one time. • The maximum combined benefit payable for your death under this policy or any other of our policies sold by permanent tsb will not be more than €75,000. • The maximum combined benefit payable for disability or unemployment under this policy or any other of our policies sold by permanent tsb will not be more than €1,500 each month.

When does cover end? All cover under this policy will end and all monthly benefits will stop automatically: • if you die; • when you reach 65 or permanently retire; • when your agreement ends; • on the fifth anniversary of the start date; • when your cover is cancelled by us or by you. Important notes about your policy • If you decide you do not want the cover, please write to us within 30 days of the start date, or when you receive your policy documents, whichever is the later, and we will refund any premium you have paid, as long as you have not made a claim. If you do not cancel your policy within 30 days of the start date, or when you receive your policy documents, whichever is the later, your policy will remain in force and may only be cancelled by you or us by giving 30 days’ notice in writing. • If you cancel your single premium policy before its normal expiry, we may, at our discretion, refund part of your single premium (provided you have not made a successful claim). Your policy does not, however, have a surrender value. The amount we might have to pay in the event of a successful claim, or claims, is greater at the beginning of the policy than at the end. As a result, if we do offer a refund, the amount will be calculated to take account of the way the risk changes. Any refund may be paid through permanent tsb. • The parties to this policy may choose the law, which shall govern it. In the absence of any agreement to the contrary, this policy is subject to Irish law and to the jurisdiction of the Irish courts and shall be in the English language. • Benefits under some insurance policies may affect your entitlement to some state benefits. • If we pay a benefit, you must allow us to enforce our rights against any other parties which we are or may be entitled to. • You cannot transfer your rights or interest in this policy to any other person. This policy will not have any value at the end date or if it is cancelled. • We have a right to change the terms in this policy by giving you 30 days’ notice in writing. If you are not happy with the change, you may cancel your cover from the date of the change. • If you make a claim for benefit that is in any way fraudulent, your cover under this policy will be treated as invalid from the start date. We will not refund any premium you have paid and we may take legal action against you.

• Data protection The information that you give us about yourself, including sensitive information, will be used by us, our associated companies and our agents to process this insurance and handle claims. This may involve transferring the information to other countries (including those which have

limited or no data protection laws). We have taken steps to make sure that your information is held securely. We may be asked to give your information to the insurance regulator and public organisations (including the police) to help prevent fraud.

Our promise of service Customer service is very important to us and our aim is to give a first-class service at all times. If you have any enquiry or complaint about your disability or unemployment cover or any claim, please contact: Consumer Affairs Department Genworth Financial P.O. Box 602 Shannon County Clare Tel: 1850 81 22 25 If you have any other type of enquiry or complaint about your life cover, please contact: Chief Executive, Corporate Business, Irish Life Assurance plc, Lower Abbey Street, Dublin 1 Tel: 01 704 2000. If you are still not happy or the problem has not been sorted out to your satisfaction, you may refer it to: Financial Services Ombudsman 3rd Floor, Lincoln House, Lincoln Place, Dublin 2 Lo Call: 1890 88 20 90 Tel: 01 6620899 Fax: 01 662 0890 E-mail: enquiries@financialombudsman.ie Web: www.financialombudsman.ie If you complain, it will not affect your legal rights.

Irish Life and Permanent tsb (trading as permanent tsb) is regulated by the Financial Regulator.

Terms of business
Thank you for choosing permanent tsb for this service. This document sets out some information that you should find helpful when dealing with us. Please take the time to read it. If you have any questions, simply call us on 1890 500 121.

These terms of business set out how we, Irish Life & Permanent plc (trading as permanent tsb) will provide services to you. a) Our name, address and contact details are set out on the bottom of this page. permanent tsb is a trading name of Irish Life & Permanent plc. Irish Life & Permanent plc (trading as permanent tsb) is a limited liability company's registered in Dublin under No. 222332. The company's registered office is: Irish Life Centre, Lower Abbey Street, Dublin 1, Ireland. b) Irish Life & Permanent plc is not a member of any other financial institution. c) Irish Life & Permanent plc is licensed by the Central Bank of Ireland under the Central Bank Acts, 1971 to 1997. d) Irish Life & Permanent plc is a credit institution authorised and regulated by the Financial Regulator. e) We provide mortgages, current accounts, phone and internet banking, personal loans, credit cards, savings products, foreign exchange and also car finance (car finance is provided through our Consumer Finance subsidiary permanent tsb Finance Ltd.). We also arrange home insurance, mortgage-repayment protection and loan-repayment protection policies, life-assurance, illness cover, income protection, savings, investments and pension plans, tracker bonds and Personal Retirement Savings Accounts (PRSAs). We offer an execution-only share dealing service. This means we will introduce you as a customer to a stockbroker, and provide that stockbroker with evidence of your identity/address for anti-money laundering purposes on your behalf. The stockbroker will then contact you to receive your order to buy or sell shares. Communication of your order to buy or sell shares will only take place directly between you and the stockbroker and the Bank will not transmit such orders on your behalf. In instructing us to carry out this service for you, you must rely on your own judgement and we will not provide any investment advice. You will be responsible for paying to the stockbroker any tax and any brokerage fees, transfer fees, registration fees, stamp duty and all other liabilities, charges, costs or expenses which are a result of the transaction. The Bank receives a commission from the stockbroker for introducing execution-only share dealing customers. f) We are a tied agent for Allianz Europe for all home insurance. We use Financial Insurance Company limited, trading as Genworth Financial, and Irish Life Assurance plc to provide all loan repayment protection insurance in line with our agreements with them. We also use Financial Insurance Company limited, trading as Genworth Financial, PO Box 602, Shannon, Co. Clare for our mortgage repayment protection

insurance and to deal with all our administration needs which relate to mortgage and loan repayment protection policies. Financial Insurance Company Limited is regulated by the Financial Services Authority in the UK and by the Financial Regulator in Ireland. We are a tied life assurance agent for Irish Life Assurance plc (Irish Life) for life assurance plans, tracker bonds and Personal Retirement Savings Accounts (PRSAs) g) You will find information on the charges that we will make for various services in our brochure Personal and Business banking charges. You can get this brochure from any branch and the information is also on our website at www.permanenttsb.ie. The brochure also tells you how you can reduce account fees and transaction charges. h) We will be fair, honest and professional in all our business dealings with you. We will take reasonable steps to avoid conflicts of interest. However, if there is a conflict of interest, we will let you know, and in those circumstances it will be up to you to advise us in writing to continue. i) You should contact us if you fall behind with your repayments. Our procedures are aimed at assisting you, as far as we can, to repay your loan. We will contact you in any case to discuss your repayment arrangements. If you fall behind with loan repayments, you may lose your home and your credit rating may be affected. j) We are committed to providing you with the highest standard of service. We hope that you never have any reason to complain to us but if you do, we want to hear from you so that we can deal with your concerns as quickly and as fairly as possible. We will keep a record of your complaint and fully investigate it. We will identify the cause of complaint and take steps in as far as possible, to prevent it happening again. We will give you an explanation and an apology where we have made a mistake. You can make a complaint by: • • • phoning the relevant branch or department; visiting your local branch; or writing to the manager of the relevant branch or department.

If you are sending in a written complaint, please give us your phone number so we can discuss your complaint with you. If you make a complaint by phone or face-toface and you want to have it treated as a written complaint, please just let us know. If you phone or visit us, we will immediately acknowledge that we have received your complaint. We will acknowledge all written complaints within 24 hours. We will give you the name of the person dealing with your complaint. In most cases you will find

that our staff will be able to deal with issues on the spot. Our aim is to deal with all complaints within 10 working days. If, for some reason, this is not possible, we will contact you and let you know when you can expect a full reply. We will make every effort to agree a fair and reasonable solution with you. However, if you are not satisfied with our response, please contact our Customer Relations Department at: permanent tsb Churchyard Lane Douglas Cork. Phone: 021 7304567 Fax: 021 7304597 E-mail: CustomerRelationsDepartment@permanenttsb.ie We will do our best to resolve the matter to your satisfaction through our internal complaint procedures. If you are still unhappy with the outcome of your complaint, you may refer the matter to the Financial Services Ombudsman for a decision on the complaint. The Ombudsman is an independent adjudicator whose services are available free of charge to customers who have unresolved complaints with their service provider. The Ombudsman will only become involved after the matter has gone through our internal complaint procedures so it is important that you firstly give us the opportunity to resolve your complaint. You can contact the Ombudsman at the following address: Financial Services Ombudsman’s Bureau 3rd Floor, Lincoln House Lincoln Place Dublin 2 Lo-call: 1890 882090 or 01 6620899 E-mail: enquiries@financialombudsman.ie Office of the Pensions Ombudsman 36 Upper Mount Street Dublin 2 Phone: 01 647 1650 Fax: 01 676 9577

E-mail: info@pensionsombudsman.ie Website: www.pensionsombudsman.ie k) We are a member of the investor compensation scheme run by the Investor Compensation Company Limited. The scheme provides a way of paying certain investors (except those investing in deposits and savings) compensation, subject to the relevant limits, if they suffer financial loss caused by an investment firm being unable to meet its financial obligations (in other words, pay everything it owes). Details of the scheme are set out in a booklet called Investor compensation - How does it work?. You can get a copy from all our branches. We are also a member of the Deposit Protection Scheme, which is managed by the Financial Regulator. This scheme will pay compensation, subject to the relevant limits, if we cannot pay what we owe. This scheme covers funds held in deposit and savings accounts. You will find details of the scheme in a booklet called 'Deposit Protection in Ireland' which you can get from all our branches. Your rights set out in the brochures referred to above apply in addition to any other right you have to complain to the Financial Services Ombudsman. We are giving you a copy of these terms of business under the Consumer Protection Code issued by the Financial Regulator. These terms apply from 1st August 2006 until further notice. If you have any questions about these terms, please call us on 1890 500 121. To help improve customer service we may record and monitor calls.

Deposit agents If you are dealing with us through a deposit agent, they are authorised under the Investment Intermediaries Act 1995 and we have appointed them to act on our behalf in your dealings with them. This appointment means the agent can receive deposits on our behalf but prevents them from acting in a similar way for another credit institution. Certain services and products listed above are not available in permanent tsb agency outlets. Please refer to the agency services flyer for a list of the products available to customers through the permanent tsb agency network.

56-59 St Stephen’s Green Dublin 2 Phone: 1890 500 121 Website: www.permanenttsb.ie E-mail: info@permanenttsb.ie


								
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