Your account is up and running

NEED TO KNOW

Here are some of the key features of your new account. If you have any questions, just call us. Our UK based customer service advisers can help with day-to-day tasks. And when you’re ready, a Business Management Team is on hand to help move your business forward.

Contents

Who can I contact when my business 1 needs extra help?I need to get the most out of my 2 business accountHow can my account support me as 9 my business grows?We need some help with our account 13Help when you need it 16

Who can I contact when my business needs extra help?

Speak to us for help

•Your Business Management Team is here to help.

•

When you need answers, fastOpportunities arise and you need decisions to be made quickly. Our Business Management Team understand this and they’ll respond as soon as they can.

Available as and when you need usYour business may need to save money or require an overdraft or loan, you can speak directly to your Business Management Team over the phone to discuss the options.

Any property given as security, which may include your home, may be repossessed if you do not keep up repayments on your mortgage or other debts secured on it.

All lending is subject to a satisfactory credit assessment and we will need your permission to carry out a credit check on you and your business. You should not apply for an amount that you cannot comfortably afford to repay now and in the future to avoid the possibility of legal action.

1

I need to get the most out of my business account

Flexible and convenient banking

Your payments going inAll cheques go through a simple system called the clearing cycle as shown on the next page. Within two business days you’ll earn interest, after four business days your money will be available and after six business days the funds from a returned cheque will not be debited. For more details, call us on 0845 072 5555, visit your local branch or call your Business Management Team.

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

Getting the most out of your card paymentsWe can help your business take payment by credit or debit card in person, online and when the cardholder is not present.

Ask about Cardnet®, Lloyds Banking Group’s card payment acceptance service with these additional benefits:

• Merchant services to suit the way you trade: face to face, remotely or online

• Wide range of card machines to choose from

• Flexibility as your business grows

• Comprehensive online reporting

• Experienced, UK based support.

For more details call our dedicated team on 0800 0568 669 from 9am to 5pm, Monday to Friday.

Cardnet® is a registered trademark of Lloyds Bank plc.

2

6days

Day 1 Your cheque payment goes in

Day 6 The funds from a returned cheque will not be debited*

Day 4 Your money will be available

Day 2 Your money will earn interest

* Unless you are a knowing party to fraud

3

25If you need to make up to 25 payments in

one batch, we can arrange this.

Your payments going outWhen we make a payment on your behalf, we’ll act on your instruction when received on a business day and before our payment cut-off time which is detailed in our Business Banking Payment Transactions brochure.

Our bulk payments service is a simple, convenient and secure way to make regular payments such as paying staff, expenses and supplier payments. It’s ideal for businesses that make up to 25 payments in one batch and can be done online.

4

Standing orders are for paying out the same amount on a regular basis, such as rent or wages, and are cheaper and more efficient than paying by cheque. UK Sterling Direct Debits1 are a cheaper, more efficient way of making regular payments and many companies offer discounts for paying this way. You can cancel most Direct Debits and standing orders immediately online, up to the end of the business day and before your next payment date.

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

Faster Payments is a payment service which lets you make and receive Sterling payments within the UK in a matter of hours, and often minutes. Payments made through Telephone Banking and any Internet Banking payments which are over the limit for same-day, will be processed overnight and will reach the recipient’s bank the business day after the payment instruction was received by us.

Details of same-day payment limits within Internet Banking will be available to you at the time you make the transaction.

You can go online to check that the sort code you are sending a payment to can receive Faster Payments, Bacs Credits and CHAPs Payments. To find out more or to check a sort code go to the payments transaction section of our website at lloydsbank.com/businessbanking

CHAPS is an electronic, bank-to-bank payment system that guarantees same business day payment of cleared funds in the UK.

1 SEPA Direct Debits cannot be managed using Online for Business. You will need to contact your creditor directly to inform them that you wish to cancel or transfer your SEPA Direct Debit mandate.

* Recurring transactions are not covered by the UK Sterling Direct Debit scheme.

† SEPA Direct Debits cannot be cancelled or transferred for you, you will need to advise your Creditor that you wish to cancel the mandate or transfer your SEPA Direct Debit to your new account.

5

International servicesWe know a lot about doing business in Britain and overseas. We can help with paying and receiving foreign currency through our International Moneymover Services. Use our specialist trade services to reduce risk when you’re dealing with businesses you’ve never met. And when it comes to fluctuations in foreign currency look at our forward exchange contracts to fix the rate for a date or period that suits you.Changes in the exchange rate may increase the Sterling equivalent of your debt. All enquiries for foreign currency accounts will be referred to a specialist manager who will provide more information about charges for these services upon request.

Stopping a cheque

If you ever need to stop payment on a cheque, call us first on 0845 072 5555 and confirm your request in writing. You’ll need to add details of any replacement cheque you’ve written. This must be done before the cheque is presented for payment.

To stop a cheque, we need to know:

• The cheque number

• The amount

• The date it was issued

• Who it was made payable to.

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

Business Charge Card payments are when the total value of each month’s Business Charge Card purchases is taken from your current account by non-returnable Direct Debit. To find out more see the UK Sterling Direct Debits section on page 7 and your Business Charge Card terms and conditions. Business Charge Cards are issued subject to application to your Business Management Team.

Payments out by cheque will usually clear according to the process already shown, but be aware that if another Lloyds Bank customer pays in one of your cheques at our branch, the money could leave your account on the same day.

Returned cheques. If there’s not enough money in your account to cover a cheque you’ve written, it may be returned unpaid. If this happens, we’ll notify you within two business days and let you know how much you’ll be charged.

Out of date cheques are usually only a concern if the cheque is of a very high value. So if you have one that’s more than six months old, it’s worth asking the person who wrote it to issue a new one and destroy or return the original.

6

Cards make it easyDebit, charge and credit cards are less bulky and more convenient than cash and cheques. Your Business Management Team can help

you apply for any of these cards. Business Credit and Charge Cards carry an annual fee of £32.

£700You can withdraw up to £700 per day from our cash machines

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

36 daysInterest free credit on all Sterling purchases

Business Charge Card A cost effective way of paying for everyday business expenses and helps cash flow by providing up to 36 days’ interest free credit on Sterling purchases. You can decide how many cards to issue and what limits to set1.

£500Set your own limits

Business Credit Card You can set monthly spending limits from £500 for each cardholder in your business and apply for an overall Business limit up to £10,000.

The availability of these cards and limits are subject to status.1 SEPA Direct Debits cannot be used to settle your balance on your Business Charge Card.

SEPA Direct Debits cannot be cancelled or transferred for you. You will need to advise your Creditor that you wish to cancel the mandate or transfer your SEPA Direct Debit to your new account.

7

•We deal with any financial difficulty sympathetically and positively. •

If you get into difficultyWe want your business to be successful. However, there may be times throughout your economic cycle when you need extra support. Our approach is to work with you and your circumstances and take the longer term view.

Let us know as soon as possible if there’s a problem and we’ll deal with any financial difficulty sympathetically and positively.

We follow the Lending Code which details how we can best work together to deal with problems of financial difficulty. ‘A Guide to the Lending Code’ is available – please ask your Business Management Team for a copy.

The Lending Code can be downloaded from the Lending Standards Board at www.lendingstandardsboard.org.uk or our website lloydsbank.com/businessbanking/lendingsupport

8

How can my account support me as my business grows?

Additional services for running your business

Better bankingThere are many ways to bank with us and we’re never far from where you do business.

Internet banking Internet banking gives you 24/7 control for quick and secure financial transactions all year round.

depositpointTM Make deposits quickly in branch with depositpointTM or use deferred checking to make over the counter deposits even faster.

Telephone banking If you prefer, telephone banking is a flexible service for most day-to-day needs – speak to an adviser based in the UK or use the automated function.

Nightsafe Pay in money outside of banking hours at a time that is convenient to you – your account will be credited the next working day.

Mobile Banking You can now access your business accounts on the move with our new, secure Business Mobile Banking app*. You can also register for our free Text alerts service to receive daily or weekly updates on your account balance and recent transactions.

* We don’t charge you for Mobile Banking but your mobile operator may charge you for certain services such as downloading or using the app, so please check with them. Our new app requires iOS 5.0 or above, or Android 4.1 or above. Internet Banking registration required. Services may be affected by phone signal and functionality. Use of Mobile Banking is subject to our Business Internet Banking terms and conditions.

9

Savings and investmentsIf you have a cash surplus, put it to the best use possible. Choose an account that suits your needs – whether you’re making short-term savings, such as saving for the next VAT payment, or building long-term reserves.

• Instant access accounts give you the flexibility you need for managing cashflow and help you make the most of your day-to-day surplus funds.

• Fixed term deposits guarantee a fixed interest return on amounts over £10,000 and are available typically overnight to one year.

• 30 Days notice – you can have instant access to your money when 30 days notice is given.

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

• Clients’ accounts are suitable for any professional practice or other business that holds money for its clients.

To discuss which is the right one for your business contact your Business Management Team.

depositpoint™This allows you to make payments into your account quickly. It’s available in most branches and is an envelope drop service that is designed to take a small amount of cash and/or cheques (no receipt is issued).

As long as the envelope is posted prior to the displayed closure time for the facility, your credit will be in your account by the end of the day.

Immediate deposit machineIn a hurry? Then use our immediate deposit machines to make fast cash and cheque deposits. They’re available in most branches, and you can pay in up to five cheques or 50 notes per transaction quickly and efficiently using your business debit or Cashpoint® card. You’ll be issued with a receipt that gives a breakdown of your transaction and shows a copy of any cheques deposited. Cash is added to your account straight away and funds from cheques will be made available after a minimum of four working days and will earn interest after two working days.

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

Bulk SchemesA secure, efficient and cost effective way to pay-in or withdraw large amounts of cash. This service is provided in conjunction with a bank authorised security carrier. For more information, please speak to your Business Management Team.

10

We need some help with our account

Business Management Team

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

Business changesWhen you need to amend your business details (change of address, change in business type, change of name, etc.) call 0845 072 5555 and we’ll arrange for you to speak to your Business Management Team.

* Occasionally we may need to carry out essential maintenance to Online for Business, resulting in some interruption to the service.

Your PINIt needs to be protected but it’s easily forgotten too. Don’t worry if you have, just call us on 0845 072 5555 or go in to your local branch and we’ll issue you with a new one. If you’ve lost a card, call customer card services immediately on 0800 096 9779 or if you’re calling from abroad, call +44 1702 278270.

And when you do get your PIN, remember not to write it down for security reasons. Also, we will never send you an email asking you to reveal it.

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

13

Your personal and business informationThis information (including your name and address) is kept private and confidential, even if you’re no longer a customer. It isn’t disclosed to anyone outside Lloyds Banking Group* except in the following cases:

• If we’re legally obliged to provide information.

• If we have a public duty to reveal information.

• If it is needed by our agents and others involved in running accounts and services for you or your business.

• If we or others need to investigate or prevent crime.

• If our interests are threatened – where we suspect fraud, for example. This will not be used as an excuse for revealing information about you or your accounts to anyone, including other companies in our group for marketing purposes.

• If you ask us to reveal the information, or if we have your or the business written permission.

If we’re asked to answer a query about your financial status, we’ll make sure we have your permission before responding.

* The Lloyds Banking Group includes companies using brands including Lloyds Bank, Halifax and Bank of Scotland and their associated companies. More information on the Lloyds Banking Group can be found at lloydsbankinggroup.com

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

• Regularly check your email inbox for scams, never click on them and call us if you are suspicious.

• Be aware of calls from fraudsters, purporting to be from Lloyds Bank, or other official institutions.

• Don’t tell anyone your account details or your PIN.

• Always keep your cheque book and card separate.

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

Don’t recognise a transaction on your account?Call our team of UK based customer service advisers immediately with the transaction details on 0845 072 5555 and we’ll look into the item on your behalf. We may require you to sign a declaration form disclaiming your knowledge of the transaction(s) and we might block your account number for security purposes in cases where there is suspected unauthorised or fraudulent use of your account.

14

Business account rates and chargesWe have a variety of business account tariffs and try to ensure our rates and charges remain competitive. We do our best to make the numbers easy to follow so you can compare them and choose the one which suits your business need. Speak with your Business Management Team, or look on our website for more information.

Important information about compensation arrangementsWe are covered by the Financial Services Compensation Scheme (FSCS). The FSCS can pay compensation to depositors if a bank is unable to meet its financial obligations. Most depositors – including most individuals and small businesses – are covered by the scheme.

In respect of deposits, an eligible depositor is entitled to claim up to £85,000. For joint accounts each account holder is treated as having a claim in respect of their share so, for a joint account held by two eligible depositors, the maximum amount that could be claimed would be £85,000 each (making a total of £170,000). The £85,000 limit relates to the combined amount in all the eligible depositor’s accounts with the bank, including their share of any joint account, and not to each separate account.

For further information about the compensation provided by the FSCS (including the amounts covered and eligibility to claim) please ask at your local branch, refer to the FSCS website www.fscs.org.uk or call the FSCS on 020 7741 4100 or 0800 678 1100. Please note only compensation-related queries should be directed to the FSCS.

Accounts with Lloyds Bank plc include accounts with the following: C & G Savings, Lloyds Bank, Lloyds Bank Agriculture, Lloyds Bank Private Banking and Worldwide Service. An eligible depositor’s £85,000 limit relates to the combined amount in all accounts with Lloyds Bank plc.

This limit is applied to the total of any deposits you have with the following: C & G Savings, Lloyds Bank, Lloyds Bank Agriculture, Lloyds Bank Private Banking and Worldwide Service.

15

Help when you need it

Mistakes can happen, and if they do we’ll put them right as quickly as possible

If something goes wrongHelp us by having the following information to hand when you call:

• all relevant bank details – account number, sort code, card, policy or investment number

• photocopies of any supporting paperwork, keeping the originals for your own records.

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

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

• Or you can call our Business Telephone Banking Centre on 0845 072 5555 from 7am to 8pm Monday to Friday, or from 9am to 2pm on Saturdays. We’re closed on all UK public holidays. To call us from outside the UK call +44 1733 347 338. You can also call us on Textphone 0845 601 6909.

• Alternatively, you can raise your complaint with Customer Services. Write to The Manager, Lloyds Bank, Customer Services, Correspondence Centre BX1 1LT.

16

Taking your complaint furtherBusiness customers that are micro-enterprises with a group annual turnover or balance sheet of up to £2 million (Sterling equivalent) and who have fewer than 10 employees may be eligible to take their complaint to the Financial Ombudsman Service.

If you have a complaint and we haven’t issued our response within eight weeks from the date you first raised your complaint, or if you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review. The Financial Ombudsman Service will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help. Write to Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.

Or you can call on:

• 0800 023 4567 calls to this number are normally free for people ringing from a ‘fixed line’ phone – but charges may apply if you call from a mobile phone.

• 0300 123 9123 calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.

• These numbers may not be available from outside the UK – so from abroad call on +44 20 7964 0500.

For further information visit the Financial Ombudsman Service website at www.financial-ombudsman.org.uk

The Financial Services & Markets Act 2000 sets out timescales for dealing with such complaints. To reduce inconvenience to you, we aim to reduce those timescales wherever possible.

17

Changing your mindWhen you open a new account we will inform you of any right to cancel. If you do want to cancel, please write to us at 1 City Road East, Manchester, M15 4PU within 14 days of receiving our letter and we will be happy to cancel the account. Any requests for payment we receive after you exercise your right to cancel will be returned and products or services which require this account to operate will also be cancelled.

We will repay to you any credit balance in your account together with any interest due if credit interest is paid on your account. You will be required to pay any charges for day-to-day banking or other services that you may incur before we receive your request to cancel the account and we will deduct these charges from the monies we return to you. If your account is overdrawn you must repay the outstanding balance together with any interest and charges that you owe us within 30 days of exercising your right to cancel.

Where possible we will help you find an account from our range which better suits your needs. The right to cancel does not affect your ongoing right to close the account as set out in the terms and conditions.

18

Our service promise. If you experience a problem, we will always try to resolve it as quickly as possible. Please bring it to the attention of any member of staff. Our complaints procedures are published at lloydsbank.com/businessbanking/contactus

Important InformationYour call may be monitored or recorded in case we need to check we have carried out your instructions correctly and to help improve our quality of service.Lloyds Bank plc. Registered Office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales No. 2065. Telephone: 020 7626 1500. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.We subscribe to the Lending Code; copies of the Code can be obtained from www.lendingstandardsboard.org.uk

Lloyds Bank plc is covered by the Financial Services Compensation Scheme and the Financial Ombudsman Service. (Please note that due to the schemes’ eligibility criteria not all Lloyds Bank business customers will be covered by these schemes).The Lloyds Banking Group includes companies using brands including Lloyds Bank, Halifax, and Bank of Scotland and their associated companies. More information on the Lloyds Banking Group can be found at lloydsbankinggroup.comCardnet® is a registered trademark of Lloyds Bank plc.depositpointTM is a trademark of Lloyds Bank plc.Cashpoint® is a registered trademark of Lloyds Bank plc.

BB58254 (03/14)

I’d like to talk about our business

•Go to lloydsbank.com/businessbanking

Check eligibility, calculate payments, apply online

•Call us on 0845 072 5555

Lines are open 7am–8pm Monday to Friday and 9am–2pm Saturdays

•Visit your local branch

Please contact us if you’d like this information in an alternative format such as Braille,

large print or audio.If you have a hearing or speech impairment you can use Text Relay

(previously Typetalk) or if you would prefer to use a Textphone, please feel free to call us on 0845 601 6909

(lines open 7am–8pm Monday to Friday and 9am–2pm Saturdays).