support booklet step by step your guide to more ways to ... · to withdraw cash at the post...

support bookletStep by StepYour guide to more ways to bank with us

There are now more and more ways for you to bank – and we want to help you find the way that is most convenient for you. That’s why we’ve produced this Guide. It’s a useful step by step guide for customers who want to know how to pay bills, check account balances and withdraw or transfer money in this new age of technology.

This Guide will help you get an overview of the alternatives to using the cashier at a bank branch. It explains the ways in which you can carry out various day to day financial transactions – including banking by phone, on the internet or at the Post Office®.

The Guide will also be a big help for those who may find the idea of using the internet for banking daunting at first.

Of course, after you’ve read through the Guide, you may still have some questions that you’d like further information on. If that’s the case, or you’d just like to chat through the options that are best for you, you can email us or call and one of our advisors will answer your queries. (Details on ways to contact us are set out at the back of this booklet.)

We hope you will feel more able to choose from the range of banking options available in a way that suits you best.

IntroductIon

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contEntS

EXPrESSdEPoSIt

1. Withdraw cash

2. Lodge Sterling cash or cheques

3. Making Payments & transfers

4. check Your Account Balance & transactions

5. Security

6. Ways to contact us

Select the amount you require or select ‘Other Amount’ and enter an amount in multiples of £10s

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Select the ‘Cash Withdrawal’ option3

Select ‘Receipt Request’ if a receipt is required

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Take your card followed by your cash and receipt if requested

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Insert your card in the cash machine1

Enter your PIN ( for safety stand close to the ATM, remember to shield the keypad with your free hand while entering your PIN with the other. Never disclose your PIN to anyone)

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Cash withdrawal using a cash machine

• You can withdraw cash using your debit card at a wide selection of Danske Bank cash machines

• Most of our cash machines are available 24 hours a day every day

• You can also withdraw cash at other bank cash machines where the Link symbol is displayed*

• You can also withdraw cash in some retail shops (when using your debit card to pay for purchases)

* If a charge will apply you will be advised at the start of the transaction and given the option to cancel the transaction.

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1 WIthdrAW cASh

Using your debit card for your daily payments is the most convenient option

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To withdraw cash at the Post Office® you will need a Danske Bank debit card and PIN for your account. When making a cash withdrawal, you will be asked to insert your card in the countertop card terminal.

The withdrawal value you request will be input by the Post Office® cashier and will appear on the screen of the terminal. If the value is correct, you can authorise the withdrawal by entering your PIN, if not, you should refer to the cashier for re-entry. The transaction cannot continue until you confirm the value by entering your PIN. When complete, the cashier will pass your money to you.

You can withdraw up to £500 in a single transaction subject to availability of funds in your account and any applicable limits on your card or account. Unlike at a cash machine, you may withdraw uneven cash values, for example £10.25.

For any value you should confirm the amount entered by the Post Office® cashier, visible on the card terminal screen and enter your PIN to authorise the withdrawal.

The value of cash withdrawn at a Post Office® will be reserved against the available balance of your account on the day of the transaction and it will be debited from your account on the next Business Day.

Post office®

You can withdraw cash from your Danske Bank Account at any Post Office® in the United Kingdom

Cash LodgementTo lodge cash at any Post Office® in the United Kingdom, you will need a Danske Bank debit card. You can lodge a maximum cash value of £20,000 in one transaction although lower single deposit levels may be in place at some offices.

A maximum of £250 in coin can be lodged in any one transaction.

Cash lodged will be credited to your account on the next Business Day. If you require a debit card, please contact any Danske Bank Branch.

Cheque Lodgement You can make a cheque lodgement at most Post Office® branches in Northern Ireland by using a pre-printed Danske Bank lodgement slip and a pre-printed Danske Bank deposit envelope.

Free stocks of the deposit envelope are held in Danske Bank and Post Office® branches in Northern Ireland and instructions for use are printed on the rear of the envelopes.

A small supply of pre-printed lodgement slips are available at the back of your Danske Bank cheque book or from your pre-printed lodgement book. If you require a pre-printed lodgement book, please contact your local Danske Bank Branch.

Cheque lodgements will be credited to your account next Business Day after your transaction at the Post Office®. Please note that this is subject to your deposit having been made before the last time of collection applicable in the Post Office® used. Check with your Post Office® for times. The normal cheque clearing cycle then begins.

Post office®

2 LodgE StErLIng cASh or chEquES

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You can also make a cheque lodgement for payment to your Danske Bank credit card through the Post Office®.

Post office®

Simply bring the pre-printed slip at the base of your credit card statement along with your cheque payment to the Post Office® and place both items in a pre-printed Danske Bank deposit envelope.

On your credit card statement you will find details of the latest date for payment at a Danske Bank branch. If you are using the Post Office®, make sure you make the payment to your credit card the day before the branch payment date indicated on your statement, to allow for it to be forwarded to Danske Bank for next day processing.

The ways to pay section on your Danske Bank credit card statement refers to dates which apply when you use a non Danske Bank cheque to make your credit card payment.

For example you should pay 6 business days in advance of the due date if you are paying using a non Danske Bank cheque by post. By using the Post Office Danske Bank customers should be advised to extend that period by a further 1-2 days to allow time for the lodgement to reach Danske Bank.

Express deposit at a danske Bank branchAn Express deposit box is a day safe which is secured to a wall or counter in the customer area of every Danske Bank branch. The Express deposit box offers customers a convenient alternative to waiting in a queue for cashier service.

Free Express deposit envelopes are provided for use by customers.

Express deposit box1. Complete and enclose a lodgement slip detailing the

amount to be lodged in the Express deposit envelope.

2. Place the correct amount of cash (Max. £1,000)/ cheques in the envelope.

3. Complete the contact details as requested on the reverse of the envelope.

4. Keep the tear off slip as a record of your payment.

5. Seal the envelope and place it in the Express deposit box.

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Using the Express deposit box to make a payment or transfer 1. Complete and enclose a lodgement slip or

Bank Giro Credit detailing the amount to be lodged or sent to the payee in the Express deposit envelope.

2. Place the correct amount of cash (Max. £1,000)/cheques in the envelope. If you are using a Bank Giro Credit to make a payment to a non Danske Bank account we can only accept cash or cheques drawn on a Danske Bank account.

3. If you are using a Bank Giro Credit to make a payment to a non Danske Bank account you must enclose the correct fee, otherwise we cannot process your payment. You should refer to the Conditions of Use displayed in the Branch for details.

4. Complete the contact details as requested on the reverse of the envelope.

5. Keep the tear off slip as a record of your payment.

6. Seal the envelope and place it in the Express deposit box.

With Direct Debit and Standing Orders you can make sure that your bills are paid on time. All you need to do is check that there is enough money in your account to pay the individual bill when it is due.

Direct Debit makes it easy for you to pay regular expenses such as telephone and electricity bills. The person or company you are paying will give you a Direct Debit form to complete and once you have done this they will send it to us.

We will make arrangements for the payment to be made on the due date.

Standing Orders are regular payments involving, for instance, the same amount on the same day every month.

These payments can be made Monday to Friday.

We will transfer the specified amount from your account to the account of the person you are paying on the dates that you have requested.

Express deposit using direct debits and Standing orders

3 MAkIng PAYMEntS And trAnSfErS

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Click ‘Pay & Transfer’1

Click ‘View and amend regular transfers’

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Click ‘New Standing Order’3

Setting up a Standing OrderYou can set up a Standing Order to pay a fixed amount from your account to another account, or person, on a regular basis.

Go to www.danskebank.co.uk and log on to eBanking

Complete the Standing Order details and ensure you have the correct account numbers and reference details otherwise the payment may be rejected

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online at www.danskebank.co.uk

Click ‘OK’5

A new window will open where you can check the information. If the information is correct, enter the 4 digit password you use for logging on to eBanking and click ‘OK’.

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Click here for Help

To set up a Standing Order, you can

• Go online using eBanking to set it up yourself

• Call your branch to give us instructions over the telephone

• Visit one of our branches to fill in a form

What protection do I have when paying by Direct Debit?If you make a payment by Direct Debit then you will be protected by the Direct Debit Guarantee Scheme. This protects you if a Direct Debit which you have not authorised is taken from the account.

For example, if too much is taken, it is taken too early, it is taken after you have cancelled the Direct Debit or if you have not been given enough notice of a change to a Direct Debit which can vary.

If any money is wrongly taken from the account under a Direct Debit then, as soon as we are told about it, we will refund the account.

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To use the service, call 084 5736 5024If you are phoning from abroad, call 0044 28 9004 9212

Enter your customer number (this is a 10 digit number advised to you in the 24 hour Telephone Banking Service agreement), followed by # (the hash key).

Then enter your access code, followed by #.

# (the hash key)The hash key is used like a full stop at the end of a sentence.

You need to press the hash key to complete each request and send your instructions to the service.

1. Make an enquiry about balances and transactions

2. Get a summary of the balances on your accounts

3. Funds Transfer

4. Bill Payment

5. Change your access code

6. Request eBanking

8. Set up account codes

9. Disconnect from the service

0. Transfer to a helpdesk adviser

using the 24 hour telephone Banking service

The service may be temporarily unavailable when we are carrying out routine maintenance. We may record or monitor calls for your protection, to train our staff and to maintain the quality of our service. Call charges may vary. Please refer to your phone company for more details.

Telephone Banking is a self-service system where you can communicate with the Bank using a pushbutton telephone

The following options are available from the main menu.

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Set up Account CodesYou can set up one-digit account codes for the account numbers you use regularly, so you don’t have to enter the entire account number each time. You have nine one-digit account codes to use.

From the main menu, choose option 8 to listen to your account codes. Follow the advice to enter new account codes or to change existing account codes.

08457 365024

This service is only available if you have signed and returned a customer agreement.

Call 08457 365024. If you are calling from abroad, call 0044 28 9004 9212

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Enter your customer number, followed by #2

Enter your access code, followed by #3

From the main menu, select option 44

To pay a bill, select option 1 from the sub menu

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Enter the account number or 1 digit account code from which you want to pay a bill, followed by #

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Enter the bill payee code, followed by #7

Enter the amount in pounds, followed by #. Enter the amount in pence, followed by #

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Enter the date the payment is to be made followed by #. For today’s date enter #

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Confirm the payment by pressing #. If you wish to amend the payment press 1. If you wish to cancel the payment and return to the main menu press 9

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use 24 hour telephone Banking to Pay Bills

You can cancel a future payment by choosing option 3 from the ‘Bill Payment’ menu and speaking to an adviser. You can cancel a future payment at any time up to midnight on the day before the payment is due to be taken from your account.

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This service may be temporarily unavailable when we are carrying out routine maintenance. We may record or monitor calls for your protection, to train our staff and to maintain the quality of our service. Call charges may vary. Please refer to your phone company for more details

This service is only available if you have signed and returned a customer agreement. You can transfer funds between your own accounts within Danske Bank and Danske Bank accounts for which you hold a mandate (authorisation).

use 24 hour telephone Banking to transfer funds

Call 08457 365024. If you are calling from abroad, call 0044 28 9004 9212

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Enter your customer number, followed by #2

Enter your access code, followed by #3

From the main menu, select option 34

Enter the account number or 1 digit account code from which you want to transfer funds, followed by #

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Enter the account number or 1 digit account code to which you want to transfer funds, followed by #

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Enter the amount in pounds, followed by #. Enter the amount in pence, followed by #

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Confirm the transfer by pressing #. If you wish to amend the transfer press 1. If you wish to cancel the transfer and return to the main menu press 9

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If you want to transfer money to another person’s account (whether they have a Danske Bank account or an account with another bank), you must register the other person’s account details beforehand.

To set up the payment, choose option 2 from the ‘Bill Payment’ menu to speak to an adviser and set up or change the other person’s account details.

You will need to provide the following information for the other person’s account;

• Sortcode

• Accountnumber

• Reference(letters,numbersor a mixture of both)

• Billpayee

You should always take care to provide the correct sort code and account number for the other person’s account. If you provide incorrect information then the payment could go into the wrong person’s account.

Adding or amending the account details of the person you are paying (the ‘bill payee’)

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This service may be temporarily unavailable when we are carrying out routine maintenance. We may record or monitor calls for your protection, to train our staff and to maintain the quality of our service. Call charges may vary. Please refer to your phone company for more details.

Or enter the account details (this consists of a sort code (six digits) and account number (eight digits) of the payee you wish to make a payment or transfer money to

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The Payment reference field must be completed correctly when transferring funds. Click on ‘More information’ for further details

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Click ‘Pay & transfer’ 1

Click ‘Transfer funds’2

Choose the account you wish to debit money from

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Enter the text you want to appear on your account statement

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If you wish to send money to a payee whose details you have saved previously– you can select the payee from the dropdown list

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Making Payments & transfers online at www.danskebank.co.uk

Enter the name of the payee 8

Choose the payment date10

A new window will open where you can check the information. If the information is correct, enter the 4 digit password you use for logging on to eBanking and click ‘OK’.

9 Enter the amount

Click ’OK’11

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Mobile Banking - using the danske Mobile Bank App

Log onto the Danske Mobile Bank App using your eBanking log-on details

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Tap ‘Transfer’ from the wheel2

Enter the ‘amount’ to transfer /or the payment4

Type the text which will appear on your statement 6

Choose your account (tap the arrow) from which to transfer the amount /to be used for the payment

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If you need to adjust the transfer/payment date, select the date field and choose a new date

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You may have a list of payees already set-up, if so you can select your payee from the list, includes your own Danske Bank accounts (tap the arrow)

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Or enter the sort code and account number to which the money should be transferred /payment should be made

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Type the name of the payee10

You can choose to save a new payee11

Tap‘OK’12

Tap ‘OK’ to confirm the transfer has been completed14

You will be taken to a summary screen, check all the details are correct. If you are transferring between your own accounts with us you will only need to tap ‘Approve’ and the money will be transferred. For all other types of transfers/payments you will enter a 6 digit code from your security card then tap ‘Approve’

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Type the payment reference if you have been given this by the payee or type the text to appear on the payee’s account statement

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tablet Banking - using the danske tablet Bank App for iPad

Log onto the Danske Tablet Bank app using your eBanking log-on details

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Tap and drag (downwards) the arrow to access the launchpad

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Tap ‘Pay & Transfer’3 On the left choose your account from which to transfer the amount/the payment should be made, tap the account and drag it across and place on top of:

i. One of your ‘Saved Payees’ panel (‘Account’ and ‘Payee’ fields will pre-populate)

ii. The ‘transfer’ panel

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(Where the ‘Transfer’ panel has been used) On the next screen you will need to tap ‘Choose receiver’ account from the arrow: or enter

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‘Account’ - enter the sort code and account number to which the money should be transferred /payment should be made‘Payee’ - Type name of the Payee

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Type the text which will appear on your statement

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Enter the amount you wish to transfer/or the payment (Tap ‘OK’)

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If you need to adjust the transfer /payment date, tap the date field and choose a new date (Tap ‘OK’)

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Enter the payment reference if you have been given this by the payee or type the text to appear on the payee’s account statement

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You can save Payee11

Select ‘OK’12

You will be taken to a summary screen, check that the details are correct. If you are transferring between your own Danske Bank (UK) accounts you will only need to tap ‘ Approve’ and the money will be transferred, for all other types of transfers/payments you will enter a 6 digit code from your security card , then select ‘Approve’

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Tap ‘OK’ to confirm the transfer/payment has been completed

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You can also access ‘Pay & transfer’ from within your account overview by selecting icon.

If you do this you will follow steps 4 – 11.Tap icon

after entering text.tIP

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tablet Banking - using the danske tablet Bank App for iPad

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Paym - Make a payment

Send money to your pals using just a mobile number.

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Enter Payment details

• First,inthe“From”dropdownlist,select the account you would like to debit money from.

• Thenentertheamount.

• Themaximumdaily amount you can debit from your account , with one or multiple payments, cannot exceed the Daily Limit shown on the screen.

• Thescreenwillshowyouthetotalamountof“Paym”paymentsyouhaveused today.

• Toselectthepersontowhomyouwanttomakeapaymentselect“To”.

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Enter Payment detailsSelect“Paym”fromtheMobile App. You will be takenintothe“Paym”screens which will allow you to make and confirm payments.

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To use Paym, first you need to download the Danske Mobile Bank App (if you haven’t already done so) from App store or Google Play. Then you need to register your mobile phone. Paym is a registered trade mark, and is used under licence from The Payments Council Limited.

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Paym - Make a payment

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Select Payee

There are 3 ways you can select a payee’s mobile number to make a payment to.

1. You can enter the mobile number OR

2. You can choose a mobile number from the latest payments you have made OR

3. You can search through your contacts list and select a payee.

Identifying your payment

Whereitsays“Text”,enterareferencetohelp you identify the payment – this text will appear against the transaction on your statement.

Select“OK”tocontinue

5 confirm your payment

Double check that the details you have entered are correct.

To confirm and send the payment swipe “Transfermoney”.

6 Payment confirmation

The Paym Service will confirm to you the payment details and that the payment has been sent.

Select“OK”toexitandreturntotheMobileApp main menu.

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View your account balance towards the top of the screen

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Select the ‘Balance Enquiry’ option3

Select another service or press ‘Cancel’ on the keypad to exit the transaction

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Please take your card6

Insert your card in the cash machine.1


2Using a cash machine

• You can obtain a balance of your account by using your debit card at a wide selection of Danske Bank cash machines


• You can also obtain a balance enquiry at other bank cash machines where the LINK symbol is displayed

Balance Enquiry

Using your debit card for your daily payments is the safest and most convenient option

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4 chEck Your Account BALAncE And trAnSActIonS

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Using a cash machine

• You can obtain up to the last 10 transactions on your account by using your debit card at a wide selection of Danske Bank cash machines


Mini Statement transactions

A mini Statement will be printed displaying up to the last 10 transactions

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Select the ‘Mini Statement’ option3

Please take your card5

Insert your card in the cash machine.1


2Using your debit card for your daily payments is the safest and most convenient option

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...use 24 Hour Telephone Banking to check your account balance

1. Call 08457 365024. If you are calling from abroad, call 0044 28 9004 9212

2. Enter your customer number, followed by #

3. Enter your access code, followed by #

4. For an account balance enquiry, select option 1 from the main menu

5. Enter the account number or 1 digit account code, followed by #

6. For an account balance summary, select option 2 from the main menu

...use 24 Hour Telephone Banking to check a transaction

1. Call 08457 365024. If you are calling from abroad, call 0044 28 9004 9212

2. Enter your customer number, followed by #

3. Enter your access code, followed by #

4. To check a transaction, select option 1 from the main menu

5. Enter the account number or 1 digit account code, followed by #

6. For transactions on an account, select option 1. For transactions on an account during a selected period, select option 2. For transactions on another account, select option 3. To return to the main menu, select option 9

using the 24 hour telephone Banking Service

To check your account balance at the Post Office® you will need a Danske Bank debit card and PIN for your account. When you ask for a balance enquiry, you will be asked to insert your card in the countertop card reader and to enter your PIN when prompted by the Post Office® cashier. A printed receipt detailing your account balance will be generated and passed to you by the cashier.

If you require a debit card, please contact any Danske Bank Branch.

Post office®

You can check the balance of your Danske Bank Account at any Post Office® in the United Kingdom

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This service may be temporarily unavailable when we are carrying out routine maintenance. We may record or monitor calls for your protection, to train our staff and to maintain the quality of our ongoing service. Call charges may vary. Please refer to your phone company for more details.

online at www.danskebank.co.uk

eBanking provides you with a quick overview of your account transactions and your account balances.

Go to www.danskebank.co.uk and log on to eBanking.

Here, you will be able to see all your account balances. Click on the relevant account to see the account transactions.

Keep on top of your finances, anytime, anywhere, home or abroad with our SMS services.

Two Free* Service options available:

• Danske Text Service - You can text us on demand and we will send you an instant SMS with your balance and last 5 transactions

• Account Balance Service - You can set-up SMS alerts on your account, there are 5 different options available and we will alert you by sending you an SMS if your balance goes above or below a level set by you (you can also receive alerts by email)

Securing your mobile phone and emails:

• You must take reasonable steps to maintain the confidentiality of personal information on your mobile phone and in your email address. Please refer to the Special terms and Conditions documents for these services which are available for download on www.danskebank.co.uk

SMS services

See overleaf for more details or go to www.danskebank.co.uk.

* We do not charge for this service but charges from your phone company may apply. We do not recommend that these services are used on landlines. 4140

To help keep you up to date with your account balance we can send you a SMS to let you know when your balance goes above or below a level you have set yourself.This will help you know when a payment (such as your salary) is in your account, or when you are getting near a debit balance or your overdraft limit on your account.

get free* text Alerts with Account Balance Service

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When the balance is less than – [amount]

When the balance is more than - [amount]

My balance is - choose a day of the week or 1st of every month

When there is a debit of more than – [amount]

When there is a credit of more than – [amount]

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5* We do not charge for this service but charges

from your service provider may apply. We do not recommend that this service is used on landlines. This service may be temporarily unavailable when we are carrying out routine maintenance.

5 Options available -

and you can set up multiple alerts as illustrated on the right’ here

You can also set up the Account Balance Service to receive these alerts by email.

RegisterforAccountBalanceServiceTo use the account balance service you will need to register with us, making sure we have your current mobile number and/or email address. You can register in any of our branches or by calling us (see page 59 for telephone numbers and opening hours).

register for danske text Service

Menu

Just Text to 50350

TO RECEIVE

List of menu options for the text service.

Account 1(leave space)

then enter sortcode+

account number

(no space)

Just Text to 50350

TO SELECT

Your chosen account for receiving

text information.

Block

Just Text to 50350

TO BLOCK

Danske Text Service and receive

confirmation that the text service has

been blocked.

Balance

Just Text to 50350

TO RECEIVE

Available balance on your main

account plus last 5 transactions processed on your account.

Just Text to 50350

TO RECEIVE

An overview of your accounts. Showing

available balances of all of your accounts.

+

TO RECEIVE

Just Text to 50350

Available balance on the account you

have requested plus last 5 transactions processed on your

account.

Balance(leave space)

then enter sortcode+

account number

(no space)

+

Account

+ + + +

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To use the Danske Text service you will need to register with us, making sure we have your current mobile number.’ You can register in any of our branches or by calling us (see page 59 for telephone numbers and opening hours).

You can access real time information on your accounts through Danske Text Service at home or abroad on demand – simply Text us to get the balance on your account *FREEinaninstant.

With one text, you can check your account balance and get the last five transactions on any of your accounts.

Using the Danske Text Service is straightforward.Danske Text Service is also available to use when you are abroad.

Lost or Stolen mobile phone report lineCall us if your mobile phone is lost or stolen and we will block the services from being accessed:

0870 850 2481 (local) or 0044 2890 049 201 (if you are abroad)

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get free* Instant texts with danske text Service

* We do not charge for this service but charges from your phone company may apply. We do not recommend that this service is used on landlines. This service may be temporarily unavailable when we are carrying out routine maintenance.

Mobile Banking (App for ioS/Android)

Log onto the Danske Mobile Bank app using your eBanking log-on details

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Tap ‘Account’ from the wheel

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On the next screen you will see a list of your accounts and account balances

3Tap the relevant account to view transactions for the last 13 months

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You can also view future dated payments5

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Get an account balance….. ……using Danske Mobile Bank app

tablet Banking (App for iPad)

Log onto the Danske Tablet Bank app using your eBanking log-on details

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Tap and drag (downwards) the arrow to access the launchpad

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Tap ‘Accounts’3

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Get an account balance….. ……using Danske Tablet Bank app

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Customise your dashboard

Customise your dashboard to get a quick overview of your accounts - balances and transactions

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Add the ‘Account overview’ widget to your homescreen – This will provide a quick account balance overview of all your accounts.Tap the ‘Account Overview’ from the menu bar and drag and place onto the dashboard

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Add the ‘latest transactions’ widget to your homescreen – This will provide a quick overview of all the latest transactions on all of your accounts. Tap the ‘Latest Transactions’ from the menu bar and drag and place onto the dashboard

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tablet Banking (App for iPad)

On the next screen you will see a list of your accounts and account balances

4 Move between months7

Tap the relevant account to view transactions for the last 13 months

5 View future dated transactions8

You can move between accounts6Graphical and calendar view of your account movements

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We provide self-service solutions with a very high level of security.

Debit and Credit Cards• To protect your account we monitor your Debit

and Credit card transactions for potential fraudulent activity which may include a sudden change in location, a sudden string of high value transactions or any pattern associated with new fraud trends around the world.

If we suspect fraudulent card use, we will block your card and call you to validate the legitimacy of your transactions. If we are unable to reach you by telephone we will send you a letter in the post and ask you to contact us. It is important to respond to our call or letter as soon as possible to prevent further fraud taking place and avoid restrictions we may have placed on the use of your card.

• If you have lost your cards or suspect that any details may have been stolen or intercepted in any way or if you suspect that there are unauthorised transactions on your account, please contact us immediately using the details at the back of this booklet.

Online Banking • ‘Access ID’ - a security solution that

consists of an eight digit User ID, a password (this is a 4 digit PIN) and a security card.

• User IDs can be Saved & Disguised (Apps)

• Blockings – To protect you from the potential risk of fraud if your details are entered incorrectly four times at Log-on or when completing transactions your access will be blocked - re-open access by contacting us on 0044 28 90049219.

• Automatic Log off - If customers do not select ‘log off’ after using eBanking or the Apps, the session will stay active and automatically log off after a a period of inactivity.

• Secure mail functionality - Messages sent via secure mail are encrypted so you can safely include confidential information.

Additional Information available online www.danskebank.co.uk

how danske Bank protects customers

5 SEcurItY

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Danske Bank will never contact you to ask for your card, pin number, eBanking User ID, password or security card details by telephone/email under any circumstances. Please report any request for these types of information to us.

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Debit and Credit Cards

• Keep cards and PIN numbers safe to help prevent loss, theft or interception which could result in fraud.

• Never post your card to anyone, not even to us

• You should never write down your PIN number but if you do need to keep a record of it, always take reasonable steps to disguise it and keep it separate from your card.

• Never allow anyone else to use your card. If you want to authorise someone else to have a card on your account then you can ask us to issue a card to that person.

• Never share your PIN number with any retailer

• When entering your PIN number in an ATM or Point of Sale device you should cover the PIN pad to prevent disclosure of your PIN.

• Never give your card details to any retailer unless to complete a genuine card transaction by phone or internet with a retailer you trust.

• Whenever possible, you should use 3D Secure if supported by a retailer when making online purchases.

• Never share your 3D secure password with anyone.

Online Banking• Always update smartphone/tablet

software and any apps installed

• Protect smartphones & tablets with a PIN

• Take care over which wireless network connection you use

• Avoid accepting/installing software that appears suspicious/unknown source/unauthorised

• Keep log on details safe and only write the details down if they are well disguised

• eBanking service - always log on to eBanking in a trusted place e.g. at home

• Update PC software – operating system/browser & other programs on a regular basis

• Always log out after completing session

• Check transactions and electronic mailbox regularly and notify the Bank immediately of anything suspicious

how danske Bank recommend customers Protect themselves

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Please refer to full Terms & Conditions for further information on card security. Available at our website: www.danskebank.co.uk/docs or in branch if necessary

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Our eBanking secure email function allows you to read and send messages directly to and from the bank. Unlike ordinary email, messages sent via secure email are encrypted so you can safely include confidential information in the messages you send to us.


at www.danskebank.co.ukRememberyoucancontactusviasecuremail

Click ‘Contact’1

Click ‘New message’2

Choose the ‘category’ you wish to write to the bank about

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Type your message4

Click ‘Send message’5

A new window will open where you can check the information. If the information is correct, enter the 4 digit password you use for logging on to eBanking and click ‘OK’

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6 WAYS to contAct uS

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You can contact us through the danske Mobile Bank App

Log onto the Danske Mobile Bank App using your eBanking log-on details

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Tap ‘Contact’ from the wheel2

You can view messages received from the bank in the Inbox

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You can view the messages you have sent to the bank in the Sent box

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Tap this icon to send a new secure message to the bank

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Tap the arrow to select the relevant category for your message

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Type the details of your message7

Tap ‘Send’ to send the message securely8

You can also call us directly from the app9

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You can contact us using the danske tablet Bank App (App for iPad)

Log onto the Danske Tablet Bank App using your eBanking log-on details

1 Tap and drag (downwards) the arrow to access the launchpad

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Tap ‘Contact’3

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You can view Unread messages from the bank by tapping this icon . Unread messages will display as a number on this icon.

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You can view your messages in your inbox

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You can view your sent messages6

Tap to send a new message securely7

Tap the arrow to select the relevant category for your message

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Type the subject9

Type the details of your message10

Tap ‘Approve’ to send the message securely

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You can contact us using the danske tablet Bank App (contd)

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You can also call us on one of the telephone numbers listed, access our website directly or follow us on Twitter

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Scroll to the left through the widgets until to reach the ‘Contact Us and Additional Info’ widget

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Tap the widget and you will be brought to the ‘Contact’ screen - follow steps 4 – 11 above

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You can contact us by: ebanking secure message Mobile Banking and Tablet secure message Phone 0845 600 2882 Visiting any Danske Bank branch

You can also access ‘Contact’ via your dashboard 1

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* We may record or monitor calls for your protection, to train our staff and to maintain the quality of our ongoing service. Call charges may vary. Please refer to your phone company for more details.

** Except for bank holidays or other holidays in Northern Ireland when the bank is not open for business.

RegisterforDanskeTextService/AccountBalanceService

Call Customer Support

Calls within UK 0845 600 2882*

Calls outside UK 0044 28 9004 9221

Telephone lines are open Monday - Friday** 8am - 8pm Saturdays & Sundays** 9am - 4.30pm

getting started with eBanking is easy.....In Branch

If you visit one of our branches a member of staff can get you logged onto eBanking there and then and provide you with a demo of how to use eBanking and show you what services are available within eBanking.

Call Us

If you call us we can register you for our eBanking service over the telephone and send you the documents by email/post. You will then be sent your details to log onto eBanking – you will receive a User ID and a security card and a temporary PIN which will be posted separately. You need all three to log onto eBanking.

Online at www.danskebank.co.uk - You can register for eBanking on our website. We will post you out the documents which you sign and return. You will then be sent a User ID and a security card and a temporary PIN which will be posted separately. You need all three to log onto eBanking.

You can find our Set-up Guide for eBanking on our website www.danskebank.co.uk/guide which will give you step by step instructions to help you get logged on.

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www.danskebank.co.uk

IMPortAnt InforMAtIon You may find the following sources of information useful:1. Our website www.danskebank.co.uk

2. Our leaflet “Your guide to more ways to bank with us”

3. Our booklet “Setup guide for eBanking”

You must be registered for and have logged on to eBanking using your Access ID security to be able to use Danske Mobile Bank and Danske Tablet Bank Apps. Danske Mobile Bank App is not available on Windows or Blackberry. Danske Tablet Bank is for iPad only.

You can get details of terms and conditions, fees, service charges and interest rates that may apply to Danske Bank personal current accounts from all our branches and on our website at www.danskebank.co.uk

This publication is also available in Braille, in large print, on tape and on disk. Speak to a member of staff for details.

Danske Bank is a trading name of Northern Bank Limited.

Registered in Northern Ireland R568.

Registered Office:

Donegall Square West,

Belfast BT1 6JS

Northern Bank Limited is a member of the Danske Bank Group

www.danskebank.co.uk

Correct as at 04/2014 COM1945 28593UK

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