Business BankingTerms and Conditions

For HSBC UK business current and savings accounts and services as of 13 January 2018.

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Contents

PageBusiness Banking Terms and Conditions 1About this Agreement 31. Who’s this agreement between? 32. How do we contact each other? 33. What does this agreement cover? 44. What forms our agreement? 45. How this agreement applies to different types of customer 5About using your account 66. How do we make sure we’re dealing with you? 67. Keeping up security 68. Using a TPP 79. Statements and other information we’ll give you 710. Text message banking 811. Information we need from you and when we can disclose information about you 812. Tax compliance 813. What happens if you stop using your account? 8Payments 914. Payments into your account (other than by cheque) 915. Payments into your account by cheque 1016. Payments into your account by mistake or fraud 1117. When we can refuse to accept payments into your account 1218. How we decide whether to make a payment from your account 1219. Blocking payments and services 1320. Payments from your account 1321. Cancelling or changing payments (other than cheques) 1622. What happens if there are incorrect or unauthorised payments on an account? 1623. Refunds 19About overdrafts, charges and how we pay and charge interest 2024. Overdrafts 2025. Interest rates and charges 21Our relationship with you 2326. Changes we can make which require notice 2327. Changes we can make without telling you in advance 2428. How you can close your account or end this agreement 2429. How we can end this agreement, withdraw services and close accounts 2530. How we can transfer accounts 2631. Transferring this agreement 2632. When we aren’t responsible for things that go wrong 2633. Set-off 2734. If you’re a company or a partnership 2735. What country’s courts and laws apply to this agreement and our dealings before you opened your account? 27Information to help manage your account 28Privacy 28How to make a complaint 28How your money is protected 28Unclaimed assets scheme 28Authorisation details 29

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About this AgreementIt’s important that you know who we are, how to contact us if you need to at any time and how we’ll contact you. We set this out below and, as our agreement with you may cover several products and services, we also explain what the agreement covers and where to fi nd all the terms that form the agreement. You can ask us for a copy at any time.If you’d like this document in another format such as large print, Braille or audio, please contact us.

1. Who’s this agreement between?

You Us

The business we’ve opened one or more accounts for.Depending on where it’s used, ‘you’ can mean the business or any individual authorised by the business. You’ll be bound by anything done by any person you’ve authorised to access or use an account for you (on or after you open the account) even if they do something that’s outside the scope of the authority you gave them.

HSBC Bank plc

2. How do we contact each other?

How will we contact you?

If we need to tell you anything about our service, we’ll use the most recent address, email address, telephone and mobile numbers you’ve given us. If we need to contact you about any actual or suspected fraud or security threat we’ll use the fastest and most secure way of contacting you (for example, we may contact you by text, telephone or email).If you’ve chosen to access notices electronically, including through Business Internet Banking, we may provide statements, notices and other account information to you in this way. We won’t change ordelete items we’ve placed in Business Internet Banking for at least seven years or as long as you have a relationship with us if this is a shorter period.

NoteYou must tell us as soon as possible if the contact details for you or any authorised person change. If you don’t, we won’t be responsible if you don’t get information or notices from us.It’s your responsibility to make sure that anyone authorised to access or use your accounts is aware of notices and information we send you. We’ll always use English to communicate with you.

How to reach us

By telephone From UK (including Channel Islands and Isle of Man)

From anywhere else

Lost or stolen cards and PINs 0800 032 7075Textphone: 0800 028 35 16

+44 1442 422 929

Other queries 03457 60 60 60 (8am to 10pm every day) +44 1226 26 08 78

Textphone 03457 125 563

Website www.business.hsbc.uk

By post At the address at the end of this document

To help us continually improve our services and for security reasons we may monitor and record your telephone calls with us.

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Contents

PageBusiness Banking Terms and Conditions 1About this Agreement 31. Who’s this agreement between? 32. How do we contact each other? 33. What does this agreement cover? 44. What forms our agreement? 45. How this agreement applies to different types of customer 5About using your account 66. How do we make sure we’re dealing with you? 67. Keeping up security 68. Using a TPP 79. Statements and other information we’ll give you 710. Text message banking 811. Information we need from you and when we can disclose information about you 812. Tax compliance 813. What happens if you stop using your account? 8Payments 914. Payments into your account (other than by cheque) 915. Payments into your account by cheque 1016. Payments into your account by mistake or fraud 1117. When we can refuse to accept payments into your account 1218. How we decide whether to make a payment from your account 1219. Blocking payments and services 1320. Payments from your account 1321. Cancelling or changing payments (other than cheques) 1622. What happens if there are incorrect or unauthorised payments on an account? 1623. Refunds 19About overdrafts, charges and how we pay and charge interest 2024. Overdrafts 2025. Interest rates and charges 21Our relationship with you 2326. Changes we can make which require notice 2327. Changes we can make without telling you in advance 2428. How you can close your account or end this agreement 2429. How we can end this agreement, withdraw services and close accounts 2530. How we can transfer accounts 2631. Transferring this agreement 2632. When we aren’t responsible for things that go wrong 2633. Set-off 2734. If you’re a company or a partnership 2735. What country’s courts and laws apply to this agreement and our dealings before you opened your account? 27Information to help manage your account 28Privacy 28How to make a complaint 28How your money is protected 28Unclaimed assets scheme 28Authorisation details 29

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About this AgreementIt’s important that you know who we are, how to contact us if you need to at any time and how we’ll contact you. We set this out below and, as our agreement with you may cover several products and services, we also explain what the agreement covers and where to fi nd all the terms that form the agreement. You can ask us for a copy at any time.If you’d like this document in another format such as large print, Braille or audio, please contact us.

1. Who’s this agreement between?

You Us

The business we’ve opened one or more accounts for.Depending on where it’s used, ‘you’ can mean the business or any individual authorised by the business. You’ll be bound by anything done by any person you’ve authorised to access or use an account for you (on or after you open the account) even if they do something that’s outside the scope of the authority you gave them.

HSBC Bank plc

2. How do we contact each other?

How will we contact you?

If we need to tell you anything about our service, we’ll use the most recent address, email address, telephone and mobile numbers you’ve given us. If we need to contact you about any actual or suspected fraud or security threat we’ll use the fastest and most secure way of contacting you (for example, we may contact you by text, telephone or email).If you’ve chosen to access notices electronically, including through Business Internet Banking, we may provide statements, notices and other account information to you in this way. We won’t change ordelete items we’ve placed in Business Internet Banking for at least seven years or as long as you have a relationship with us if this is a shorter period.

NoteYou must tell us as soon as possible if the contact details for you or any authorised person change. If you don’t, we won’t be responsible if you don’t get information or notices from us.It’s your responsibility to make sure that anyone authorised to access or use your accounts is aware of notices and information we send you. We’ll always use English to communicate with you.

How to reach us

By telephone From UK (including Channel Islands and Isle of Man)

From anywhere else

Lost or stolen cards and PINs 0800 032 7075Textphone: 0800 028 35 16

+44 1442 422 929

Other queries 03457 60 60 60 (8am to 10pm every day) +44 1226 26 08 78

Textphone 03457 125 563

Website www.business.hsbc.uk

By post At the address at the end of this document

To help us continually improve our services and for security reasons we may monitor and record your telephone calls with us.

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3. What does this agreement cover?

Accounts held in the UK Services

Business current accounts Mobile and Business Internet Banking

Business savings accounts Text message banking

Sterling accounts Telephone Banking

International/Foreign currency accounts Informal overdrafts

HSBCnet ✗ Personal use or trusts ✗

4. What forms our agreement?When we refer to ‘this agreement’, ‘the agreement’ or ‘our agreement’, we mean this document, any mandate for your account and all other terms set out in the table below.

Terms Where you will fi nd them

General terms that apply to all accounts where relevant.

In this document.

Interest rates and charges. Unless we’ve agreed individual rates and charges with you, you can fi nd information on our:• interest rates on our website,in our branches

or by calling us; and• charges in the Business Price List.

Exchange rates. You can fi nd information on our exchange rates on Business Internet Banking or HSBCnet (if relevant to you), in our branches or by calling us.

Additional Conditions for some products (like savings accounts) and services (like Business Internet Banking).

In the Additional Conditions for that product or service.

If there is a confl ict between the provisions in this document and those in the Additional Conditions, the Additional Conditions will apply in respect of the product or service to which they relate.

For other products or services (e.g. overdrafts or HSBCnet), the terms we give you when you request the product or service will also apply

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5. How this agreement applies to different types of customerThe Payment Services Regulations 2017 and other rules require us to treat Small Business and Small Charity Customers in the same way as our personal banking customers but we don’t have to do this for our Larger Corporate Business Customers as long as we’ve agreed that different terms may apply. Where relevant, we make clear whether a particular term applies to Larger Corporate Business Customers in place of the term that applies to Small Business and Small Charity Customers.

Small Business Customer

A business customer which has, on the date it entered into this agreement, fewer than 10 employees and an annual turnover and/or balance sheet total of £2million or less (or, if part of a group, the group has an annual turnover and/or balance sheet total of £2million or less).

Small Charity Customer

A UK registered charity whose annual income was, on the date it entered into this agreement, less than £1million.

Larger Corporate Business Customer

Any business customer whose accounts are held with us in the UK, which isn’t a Small Business or a Small Charity Customer.

If you’re a Larger Corporate Business Customer, you agree that the following provisions of the Payment Services Regulations 2017 won’t apply to your agreement with us:

• Part 6 – Information Requirements for Payment Services.

• Regulation 66(1) – Charges.

• Regulation 67(3) and (4) – Consent and withdrawal of consent.

• Regulation 75 – Evidence on authentication and execution of payment transactions.

• Regulation 77 – Payer or payee’s liability for unauthorised payment transactions.

• Regulation 79 – Refunds for payment transactions initiated by or through a payee.

• Regulation 80 – Requests for refunds for payment transactions initiated by or through a payee.

• Regulation 83 – Revocation of a payment order.

• Regulation 91 – Non-execution or defective or late execution of payment transactions initiated by the payer.

• Regulation 92 – Non-execution or defective or late execution of payment transactions initiated by the payee.

• Regulation 94 – Liability of payment service provider for charges and interest.

NoteYou must tell us as soon as you become aware that you meet or stop meeting the criteria to be a Small Business or Small Charity Customer.

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3. What does this agreement cover?

Accounts held in the UK Services

Business current accounts Mobile and Business Internet Banking

Business savings accounts Text message banking

Sterling accounts Telephone Banking

International/Foreign currency accounts Informal overdrafts

HSBCnet ✗ Personal use or trusts ✗

4. What forms our agreement?When we refer to ‘this agreement’, ‘the agreement’ or ‘our agreement’, we mean this document, any mandate for your account and all other terms set out in the table below.

Terms Where you will fi nd them

General terms that apply to all accounts where relevant.

In this document.

Interest rates and charges. Unless we’ve agreed individual rates and charges with you, you can fi nd information on our:• interest rates on our website,in our branches

or by calling us; and• charges in the Business Price List.

Exchange rates. You can fi nd information on our exchange rates on Business Internet Banking or HSBCnet (if relevant to you), in our branches or by calling us.

Additional Conditions for some products (like savings accounts) and services (like Business Internet Banking).

In the Additional Conditions for that product or service.

If there is a confl ict between the provisions in this document and those in the Additional Conditions, the Additional Conditions will apply in respect of the product or service to which they relate.

For other products or services (e.g. overdrafts or HSBCnet), the terms we give you when you request the product or service will also apply

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5. How this agreement applies to different types of customerThe Payment Services Regulations 2017 and other rules require us to treat Small Business and Small Charity Customers in the same way as our personal banking customers but we don’t have to do this for our Larger Corporate Business Customers as long as we’ve agreed that different terms may apply. Where relevant, we make clear whether a particular term applies to Larger Corporate Business Customers in place of the term that applies to Small Business and Small Charity Customers.

Small Business Customer

A business customer which has, on the date it entered into this agreement, fewer than 10 employees and an annual turnover and/or balance sheet total of £2million or less (or, if part of a group, the group has an annual turnover and/or balance sheet total of £2million or less).

Small Charity Customer

A UK registered charity whose annual income was, on the date it entered into this agreement, less than £1million.

Larger Corporate Business Customer

Any business customer whose accounts are held with us in the UK, which isn’t a Small Business or a Small Charity Customer.

If you’re a Larger Corporate Business Customer, you agree that the following provisions of the Payment Services Regulations 2017 won’t apply to your agreement with us:

• Part 6 – Information Requirements for Payment Services.

• Regulation 66(1) – Charges.

• Regulation 67(3) and (4) – Consent and withdrawal of consent.

• Regulation 75 – Evidence on authentication and execution of payment transactions.

• Regulation 77 – Payer or payee’s liability for unauthorised payment transactions.

• Regulation 79 – Refunds for payment transactions initiated by or through a payee.

• Regulation 80 – Requests for refunds for payment transactions initiated by or through a payee.

• Regulation 83 – Revocation of a payment order.

• Regulation 91 – Non-execution or defective or late execution of payment transactions initiated by the payer.

• Regulation 92 – Non-execution or defective or late execution of payment transactions initiated by the payee.

• Regulation 94 – Liability of payment service provider for charges and interest.

NoteYou must tell us as soon as you become aware that you meet or stop meeting the criteria to be a Small Business or Small Charity Customer.

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About using your accountIt’s essential that you know about:• the security checks we’ll make before we allow access to your account and to make sure payments

from it are properly authorised; • the position if you use the accounts and services we provide under this agreement through an

authorised TPP (we explain more about TPPs later in this section); and• information we’ll give you about your accounts and information we need from you.

6. How do we make sure we’re dealing with you?Before we provide information about your account, make payments, provide new services, open or close accounts and do other things we’re asked to do we need to check your identity and make sure that the action we’re being asked to undertake is authorised by you. • We can check that a signature on a document authorising a payment (e.g. a cheque) matches a signature

you’ve given us. If you’re in a branch, we may also ask for an identity document which has your photo on it (e.g. a driver’s licence or passport).

• If your security details are used with any HSBC digital channel (such as Mobile or Business Internet Banking), Telephone Banking (or another service we provide for accessing your accounts) or with a payment device, we’ll assume we’re dealing with you and that we’re authorised to take action and you’ll be responsible for any payments made as a result. We may add other ways of checking your identity in the future.

What is a ‘payment device’? What are ‘security details’?

This is a card, e-wallet or another device that you can use (usually with security details) to make payments, give us instructions or access information about your account.

These can be passwords, PINs, security codes, memorable data, biometric data or any other information or details that you’ve set up with us for use with any HSBC digital channel (such as Mobile or Business Internet Banking), Telephone Banking (or another service we provide for accessing your accounts) or with a payment device.

7. Keeping up securityWe’ll do all we reasonably can to prevent unauthorised access to your account. You must also act reasonably to prevent misuse of your account by keeping your payment devices and security details safe, and by not sharing your security details with anyone else (other than a TPP that you’ve authorised). If you don’t, we may block access to your account to protect you and us from unauthorised use. If you ask, we’ll tell you when the block will end if we can.

Tips for preventing misuse of your accounts:• Don’t allow anyone (other than a TPP that you’ve authorised) to use any payment device or tell them

your security details.• Don’t choose security details that can be easily guessed by anyone else.• Delete any biometric access to a payment device, or to any device linked to a payment device by

anyone else.• Don’t log in, or stay logged in, to a device if you’re not in full control of it or it’s not in your possession.• Delete cards from a payment device or from any e-wallets accessed from a payment device

before you transfer possession of it to someone else (for example, if you sell it or give it to someone for repair).

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Additional tips for protecting your account and for keeping your payment devices and security details safe are on our website and in the Business Banking Made Easy brochure. Please check for any updates we may make from time to time.If someone else tries to access, or has accessed, your account using a cheque, or payment device (with or without security details) or if a cheque, payment device or security details have been lost or stolen, you must contact us as soon as possible. We’ll ask you to give us information or other help and we may also give, or ask you to give, information to the police to assist with any investigation.If you fi nd a payment device or cheque after you’ve reported it lost or stolen or you think someone has used or tried to use it you must not use it. You must destroy it and return it to us if we ask.

8. Using a TPP

What’s a ‘TPP’? A TPP is a third party service provider that’s authorised by or registered with the FCA or another EEA regulator or otherwise permitted by law to access information and make payments on online payment accounts operated by other providers (such as banks, building societies and credit card issuers) and has your permission to do this.An EEA regulator is a regulator in a member state of the European Union, Iceland, Liechtenstein or Norway.

If you choose to use a TPP, the terms of this agreement will still apply. We’ll give the TPP access to account information and you may be able to make the same payments through the TPP that you would be able to make if you were dealing with us online. Account information will include details about who you make payments to and receive payments from (this might contain some sensitive personal information).Although you must not, generally, give your security details to anyone else, you may give them to a TPP if it’s necessary to allow them to provide their services to you. We may refuse to allow a TPP to access your account if we’re concerned that the TPP is acting on an unauthorised or fraudulent basis. We’ll tell you if we do this (unless doing so would compromise our reasonable security measures or would otherwise be unlawful).You must check from the information provided to you by the TPP that they’re authorised. If you think a payment made through a TPP was unauthorised or incorrect you must call us as soon as you can. If you give your security details to an unauthorised third party, we’ll assume it’s you that’s authorising us to give access to information about your accounts and you’ll be responsible for any payments made as a result. If we’re aware that an unauthorised third party is using your security details, we’ll block access to your accounts.

9. Statements and other information we’ll give youWhenever we make a payment into or out of your account, take our charges or charge or pay interest we’ll give you details, for example, by updating the information we provide through Business Internet Banking or sending a separate confi rmation. This information will also be available if you ask for it using Telephone Banking, ATMs or in our branches. If you’re a Small Business or Small Charity Customer, we may also ask you to choose whether you would prefer to receive monthly statements or would prefer simply to have the information made available as set out above. If you choose not to receive monthly statements, we may still send you statements at a different frequency (we will tell you this when we offer you the choice). If we ask you to choose, but you don’t tell us what you want, we’ll provide statements monthly.We’ll send statements by post or, if you’re registered for Business Internet Banking they’ll be provided online unless you’ve asked us for paper statements. We’ll also send statements by post if they aren’t available online. We won’t send a statement if there haven’t been any payments out of the account since the last statement we gave you.If you’re a Larger Corporate Business Customer, we’ll agree with you how we’ll provide statements.You can ask us for a copy of your statements.You must let us know as soon as possible if you think there are any unusual or incorrect transactions on your accounts. If you don’t do so within 13 months of the date of the transaction, you won’t have a right to a refund.

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About using your accountIt’s essential that you know about:• the security checks we’ll make before we allow access to your account and to make sure payments

from it are properly authorised; • the position if you use the accounts and services we provide under this agreement through an

authorised TPP (we explain more about TPPs later in this section); and• information we’ll give you about your accounts and information we need from you.

6. How do we make sure we’re dealing with you?Before we provide information about your account, make payments, provide new services, open or close accounts and do other things we’re asked to do we need to check your identity and make sure that the action we’re being asked to undertake is authorised by you. • We can check that a signature on a document authorising a payment (e.g. a cheque) matches a signature

you’ve given us. If you’re in a branch, we may also ask for an identity document which has your photo on it (e.g. a driver’s licence or passport).

• If your security details are used with any HSBC digital channel (such as Mobile or Business Internet Banking), Telephone Banking (or another service we provide for accessing your accounts) or with a payment device, we’ll assume we’re dealing with you and that we’re authorised to take action and you’ll be responsible for any payments made as a result. We may add other ways of checking your identity in the future.

What is a ‘payment device’? What are ‘security details’?

This is a card, e-wallet or another device that you can use (usually with security details) to make payments, give us instructions or access information about your account.

These can be passwords, PINs, security codes, memorable data, biometric data or any other information or details that you’ve set up with us for use with any HSBC digital channel (such as Mobile or Business Internet Banking), Telephone Banking (or another service we provide for accessing your accounts) or with a payment device.

7. Keeping up securityWe’ll do all we reasonably can to prevent unauthorised access to your account. You must also act reasonably to prevent misuse of your account by keeping your payment devices and security details safe, and by not sharing your security details with anyone else (other than a TPP that you’ve authorised). If you don’t, we may block access to your account to protect you and us from unauthorised use. If you ask, we’ll tell you when the block will end if we can.

Tips for preventing misuse of your accounts:• Don’t allow anyone (other than a TPP that you’ve authorised) to use any payment device or tell them

your security details.• Don’t choose security details that can be easily guessed by anyone else.• Delete any biometric access to a payment device, or to any device linked to a payment device by

anyone else.• Don’t log in, or stay logged in, to a device if you’re not in full control of it or it’s not in your possession.• Delete cards from a payment device or from any e-wallets accessed from a payment device

before you transfer possession of it to someone else (for example, if you sell it or give it to someone for repair).

76

Additional tips for protecting your account and for keeping your payment devices and security details safe are on our website and in the Business Banking Made Easy brochure. Please check for any updates we may make from time to time.If someone else tries to access, or has accessed, your account using a cheque, or payment device (with or without security details) or if a cheque, payment device or security details have been lost or stolen, you must contact us as soon as possible. We’ll ask you to give us information or other help and we may also give, or ask you to give, information to the police to assist with any investigation.If you fi nd a payment device or cheque after you’ve reported it lost or stolen or you think someone has used or tried to use it you must not use it. You must destroy it and return it to us if we ask.

8. Using a TPP

What’s a ‘TPP’? A TPP is a third party service provider that’s authorised by or registered with the FCA or another EEA regulator or otherwise permitted by law to access information and make payments on online payment accounts operated by other providers (such as banks, building societies and credit card issuers) and has your permission to do this.An EEA regulator is a regulator in a member state of the European Union, Iceland, Liechtenstein or Norway.

If you choose to use a TPP, the terms of this agreement will still apply. We’ll give the TPP access to account information and you may be able to make the same payments through the TPP that you would be able to make if you were dealing with us online. Account information will include details about who you make payments to and receive payments from (this might contain some sensitive personal information).Although you must not, generally, give your security details to anyone else, you may give them to a TPP if it’s necessary to allow them to provide their services to you. We may refuse to allow a TPP to access your account if we’re concerned that the TPP is acting on an unauthorised or fraudulent basis. We’ll tell you if we do this (unless doing so would compromise our reasonable security measures or would otherwise be unlawful).You must check from the information provided to you by the TPP that they’re authorised. If you think a payment made through a TPP was unauthorised or incorrect you must call us as soon as you can. If you give your security details to an unauthorised third party, we’ll assume it’s you that’s authorising us to give access to information about your accounts and you’ll be responsible for any payments made as a result. If we’re aware that an unauthorised third party is using your security details, we’ll block access to your accounts.

9. Statements and other information we’ll give youWhenever we make a payment into or out of your account, take our charges or charge or pay interest we’ll give you details, for example, by updating the information we provide through Business Internet Banking or sending a separate confi rmation. This information will also be available if you ask for it using Telephone Banking, ATMs or in our branches. If you’re a Small Business or Small Charity Customer, we may also ask you to choose whether you would prefer to receive monthly statements or would prefer simply to have the information made available as set out above. If you choose not to receive monthly statements, we may still send you statements at a different frequency (we will tell you this when we offer you the choice). If we ask you to choose, but you don’t tell us what you want, we’ll provide statements monthly.We’ll send statements by post or, if you’re registered for Business Internet Banking they’ll be provided online unless you’ve asked us for paper statements. We’ll also send statements by post if they aren’t available online. We won’t send a statement if there haven’t been any payments out of the account since the last statement we gave you.If you’re a Larger Corporate Business Customer, we’ll agree with you how we’ll provide statements.You can ask us for a copy of your statements.You must let us know as soon as possible if you think there are any unusual or incorrect transactions on your accounts. If you don’t do so within 13 months of the date of the transaction, you won’t have a right to a refund.

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Pre-notifi cation of account chargesWe’ll send you pre-notifi cations of fees or overdraft interest rates that are to be deducted from your account at least 14 days before we deduct them. We may send you pre-notifi cations electronically by email or to your Business Internet Banking. You can return to paper pre-notifi cations at any time by changing your settings on Business Internet Banking.

10. Text message bankingWe can change, suspend or withdraw the text message banking service at any time. We’re not liable for any losses you suffer if:• you don’t receive a text message that we can show we sent you (or if you only receive part of it); or• someone steals or sees your confi dential information because you haven’t followed our instructions or

kept your phone and security details secure.We’ll deduct our service fees from your nominated account in arrears for each calendar month that you’re registered for the service.

11. Information we need from you and when we can disclose information about youIf we make a reasonable request for information, you must give it to us as soon as possible. If you don’t give it to us, or if we suspect fraudulent or criminal activity of any kind: • you might not be able to carry on doing some or all of your banking with us anymore; • we might try to get any information we need from another source, ourselves; or• we could block or close your account(s) or suspend your access to services. It’s up to you to make sure the information you give us is accurate and up to date and you must tell us if anything changes, within 30 days.We’ll use your information as explained in our Privacy Notice. In addition, we’ll give it to others if we’re compelled to do so by law, we’ve a public duty to disclose it, we need to disclose it to protect our own interests (for example in any legal proceedings) or if we have your specifi c agreement. For example, if we believe you may have tax obligations in other countries, we may have to disclose information about you directly to all applicable tax authorities including HM Revenue & Customs (HMRC).You must ensure that every connected person whose information you (or anyone else on your behalf) provided, or will provide, to us or a member of the HSBC Group has been notifi ed of, and has agreed to, the processing, disclosure and transfer of their information as set out in our Privacy Notice. You must at the same time advise individuals that they have rights of access to, and correction of, their personal data.

What’s a ’connected person‘?A ‘connected person’ is a person or legal entity whose information (including personal data or tax information) you provide, or which is provided on your behalf, to any member of the HSBC Group or which is otherwise received by any member of the HSBC Group in connection with this agreement. A connected person could be any guarantor, a director or offi cer of a company, partners or members of a partnership, any substantial owner, controlling person, or benefi cial owner, trustee, settlor or protector of a trust, account holder of a designated account, recipient of a designated payment, your representative, agent or nominee, or any other persons or entities with whom you have a relationship that’s relevant to your relationship with the HSBC Group.

12. Tax complianceIt’s up to you to meet your tax responsibilities in the UK and any other countries where this arises. This relates to the opening and use of accounts and services provided by members of the HSBC Group. Some countries’ tax laws may apply to you even if you don’t live there or aren’t a citizen of that country. Connected persons are responsible for their own tax obligations. As you’re responsible for your own tax obligations (and Connected Persons, for theirs), no HSBC Group member is responsible for this nor provides tax advice. It is your choice if you seek independent legal and tax advice.

13. What happens if you stop using your account?If you haven’t used your current account for 12 months, we may suspend it (which means that payments can’t be made into or out of it) to protect against fraud. We’ll let you know before we do this.

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Payments This section covers the payments that can be made into and out of your accounts by cash, cheque, card or electronically by direct transfer from or to another account. If the position for any account is different we’ll make this clear in the Additional Conditions for that product. We don’t accept or make payments in all currencies (you can ask us if you want to know which currencies we cover). Here we explain:• when and how payments can be made; and• what happens when a payment is unauthorised or made incorrectly.How we manage payments can depend on whether the payment is made within the European Economic Area (EEA), the Single Euro Payments Area (SEPA) and whether it is in an EEA currency.

What’s an ‘electronic payment’?

Electronic payments include internal transfers, and standing orders and direct debits from other people or businesses to you. We can accept payments from mobile payment systems (e.g. Paym).

What’s the ‘EEA’?

The EEA is all member states of the European Union and Iceland, Liechtenstein and Norway.

What’s ‘SEPA’?

The Single Euro Payments Area (SEPA) initiative enables the movement of euro payments (only) in multiple jurisdictions including members of the EEA, plus Monaco, San Marino, Switzerland, Channel Islands and Isle of Man.

What’s the ‘HSBC Exchange Rate’?

The HSBC Exchange Rate is the rate we use to convert payments to and from currencies which are different from the currency of your account. It’s based on the foreign currency market for each currency we offer, so it changes constantly.The rate you get will also depend on the size of the payment and whether we’re buying currency (because you’re making a payment) or selling currency (because you’re receiving a payment).

NoteAll payments and decisions about payments are made on working days. A working day is usually Monday to Friday (excluding UK public holidays). For example, branch opening hours will be the working day for payments at a branch, but for payments made by Faster Payments our working day is 24 hours a day, 7 days a week.

14. Payments into your account (other than by cheque)Funds can be paid into your accounts in different ways and will be available to you at different times.

Payment in When you can use the funds and when they count for working out interest

Cash

Over the counter at our branches.*

Using your deposit or debit card at any UK Post Offi ce® branch – sterling only.

Immediately.

If you want to pay in cash in a foreign currency we’ll convert it into sterling fi rst using the HSBC Exchange Rate at the time we receive the cash.

At our self-service machines that accept payments in (e.g. HSBC Express Bank machine or Business Pay In).

Immediately (if the machine says that it automatically counts your cash).

The same working day if you pay in before the cut-off time displayed on the machine but otherwise the next working day.

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Pre-notifi cation of account chargesWe’ll send you pre-notifi cations of fees or overdraft interest rates that are to be deducted from your account at least 14 days before we deduct them. We may send you pre-notifi cations electronically by email or to your Business Internet Banking. You can return to paper pre-notifi cations at any time by changing your settings on Business Internet Banking.

10. Text message bankingWe can change, suspend or withdraw the text message banking service at any time. We’re not liable for any losses you suffer if:• you don’t receive a text message that we can show we sent you (or if you only receive part of it); or• someone steals or sees your confi dential information because you haven’t followed our instructions or

kept your phone and security details secure.We’ll deduct our service fees from your nominated account in arrears for each calendar month that you’re registered for the service.

11. Information we need from you and when we can disclose information about youIf we make a reasonable request for information, you must give it to us as soon as possible. If you don’t give it to us, or if we suspect fraudulent or criminal activity of any kind: • you might not be able to carry on doing some or all of your banking with us anymore; • we might try to get any information we need from another source, ourselves; or• we could block or close your account(s) or suspend your access to services. It’s up to you to make sure the information you give us is accurate and up to date and you must tell us if anything changes, within 30 days.We’ll use your information as explained in our Privacy Notice. In addition, we’ll give it to others if we’re compelled to do so by law, we’ve a public duty to disclose it, we need to disclose it to protect our own interests (for example in any legal proceedings) or if we have your specifi c agreement. For example, if we believe you may have tax obligations in other countries, we may have to disclose information about you directly to all applicable tax authorities including HM Revenue & Customs (HMRC).You must ensure that every connected person whose information you (or anyone else on your behalf) provided, or will provide, to us or a member of the HSBC Group has been notifi ed of, and has agreed to, the processing, disclosure and transfer of their information as set out in our Privacy Notice. You must at the same time advise individuals that they have rights of access to, and correction of, their personal data.

What’s a ’connected person‘?A ‘connected person’ is a person or legal entity whose information (including personal data or tax information) you provide, or which is provided on your behalf, to any member of the HSBC Group or which is otherwise received by any member of the HSBC Group in connection with this agreement. A connected person could be any guarantor, a director or offi cer of a company, partners or members of a partnership, any substantial owner, controlling person, or benefi cial owner, trustee, settlor or protector of a trust, account holder of a designated account, recipient of a designated payment, your representative, agent or nominee, or any other persons or entities with whom you have a relationship that’s relevant to your relationship with the HSBC Group.

12. Tax complianceIt’s up to you to meet your tax responsibilities in the UK and any other countries where this arises. This relates to the opening and use of accounts and services provided by members of the HSBC Group. Some countries’ tax laws may apply to you even if you don’t live there or aren’t a citizen of that country. Connected persons are responsible for their own tax obligations. As you’re responsible for your own tax obligations (and Connected Persons, for theirs), no HSBC Group member is responsible for this nor provides tax advice. It is your choice if you seek independent legal and tax advice.

13. What happens if you stop using your account?If you haven’t used your current account for 12 months, we may suspend it (which means that payments can’t be made into or out of it) to protect against fraud. We’ll let you know before we do this.

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Payments This section covers the payments that can be made into and out of your accounts by cash, cheque, card or electronically by direct transfer from or to another account. If the position for any account is different we’ll make this clear in the Additional Conditions for that product. We don’t accept or make payments in all currencies (you can ask us if you want to know which currencies we cover). Here we explain:• when and how payments can be made; and• what happens when a payment is unauthorised or made incorrectly.How we manage payments can depend on whether the payment is made within the European Economic Area (EEA), the Single Euro Payments Area (SEPA) and whether it is in an EEA currency.

What’s an ‘electronic payment’?

Electronic payments include internal transfers, and standing orders and direct debits from other people or businesses to you. We can accept payments from mobile payment systems (e.g. Paym).

What’s the ‘EEA’?

The EEA is all member states of the European Union and Iceland, Liechtenstein and Norway.

What’s ‘SEPA’?

The Single Euro Payments Area (SEPA) initiative enables the movement of euro payments (only) in multiple jurisdictions including members of the EEA, plus Monaco, San Marino, Switzerland, Channel Islands and Isle of Man.

What’s the ‘HSBC Exchange Rate’?

The HSBC Exchange Rate is the rate we use to convert payments to and from currencies which are different from the currency of your account. It’s based on the foreign currency market for each currency we offer, so it changes constantly.The rate you get will also depend on the size of the payment and whether we’re buying currency (because you’re making a payment) or selling currency (because you’re receiving a payment).

NoteAll payments and decisions about payments are made on working days. A working day is usually Monday to Friday (excluding UK public holidays). For example, branch opening hours will be the working day for payments at a branch, but for payments made by Faster Payments our working day is 24 hours a day, 7 days a week.

14. Payments into your account (other than by cheque)Funds can be paid into your accounts in different ways and will be available to you at different times.

Payment in When you can use the funds and when they count for working out interest

Cash

Over the counter at our branches.*

Using your deposit or debit card at any UK Post Offi ce® branch – sterling only.

Immediately.

If you want to pay in cash in a foreign currency we’ll convert it into sterling fi rst using the HSBC Exchange Rate at the time we receive the cash.

At our self-service machines that accept payments in (e.g. HSBC Express Bank machine or Business Pay In).

Immediately (if the machine says that it automatically counts your cash).

The same working day if you pay in before the cut-off time displayed on the machine but otherwise the next working day.

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At other banks if they allow you to do so – they may charge you.

Immediately after we receive your cash from the other bank.

*There may be a limit on the amount you can pay in. For example, at Post Offi ce® branches, you can’t deposit more than £20,000 in total or £250 in coins. We’ll tell what the limit is when you’re making the deposit.

Electronic payments

All payments in the currency of the account.

Immediately after we receive it.

All payments not in the currency of the account.

Immediately after we receive the payment (and, if applicable, have converted it into the designated currency for your account using the HSBC Exchange Rate).

15. Payments into your account by chequePaying sterling and euro cheques from a UK bank into your account We have to collect payments made by cheque from the paying bank. The time it takes to collect the payment so that you can use it depends on whether we process the paper cheque or an imaged cheque. Paper cheques

If paid into HSBC branches in the UK: Number of working days after the working day that the cheque is paid in

• You’ll start earning interest 2

• You‘ll be able to use the funds 3

• The paying bank can’t recall the funds and we can’t take it out of your account (unless we reasonably suspect fraud or you agree)

7

NoteIf we process the paper cheque and you need to use the funds you’ve paid in, you’ll have to wait seven working days (although you can ask us for ‘special presentation’ if you want to know for certain that the payment won’t be recalled).

Imaged cheques

If paid into HSBC branches in the UK or received by us for processing:

Number of working days after the working day that the cheque is paid in

• You’ll start earning interest 1

• You’ll be able to use the funds 1 (as soon as the payment is shown in your account – this could be at any time that day)

• The paying bank can’t recall the funds and we can’t take it out of your account (unless we reasonably suspect fraud or you agree)

1

NoteAn imaged cheque is a scanned digital image of a paper cheque that can be processed for clearing and payment between banks and building societies through the Image Clearing System on a phased basis from 30 October 2017. This will signifi cantly speed up the clearing process.

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Examples

If you pay a cheque in on a Monday:

Paper cheque Imaged cheque

• You’ll start earning interest. On Wednesday. On Tuesday.

• You’ll be able to use the funds. After the funds appear in your account on Thursday (this could be at any time that day).

After the funds appear in your account on Tuesday (this could be at any time that day).

• The paying bank can recall the cheque.

Until the end of Tuesday (the week after you pay it in).We’ll take the funds out of your account if this happens.

Until the funds appear in your account on the same day.

NoteIf you pay a cheque in at a Post Offi ce®, these timings will begin when we receive it, normally on the next working day.

If a cheque paid into your account is returned unpaid we’ll tell you and take the payment from your account. We may ask for payment again from the paying bank. If deducting the full amount from your account would make you go overdrawn or make you go over your overdraft limit, we’ll treat it as an informal request for a new or a larger overdraft. If that happens, you may have to pay charges and overdraft interest.Paying other cheques into your accountWe can’t always process a foreign currency cheque (including a sterling or euro cheque where the paying bank is not in the UK, Channel Islands or the Isle of Man), for example if exchange controls apply. To pay a foreign cheque into your account we either have to negotiate or collect it. You’ll be responsible for the cost to us of processing, or trying to process a foreign currency cheque. We’ll take our charges, and any charges made by the foreign bank or an agent we use to collect the payment, from the account you told us to pay the cheque into.

Negotiate Collect

This means we’ll assume that the cheque will clear. We’ll convert the cheque into sterling using the HSBC Exchange Rate and pay that amount into your account on the working day after we receive the cheque.

This means we’ll send the cheque to the paying bank and only apply the payment to your account when we receive it from the paying bank. Before we apply it we’ll convert the amount into sterling using the HSBC Exchange Rate.The time this takes will vary depending on the paying bank or its country. You can ask us for details. We may use an agent to collect payment.

In both cases, if the foreign bank returns the cheque or asks for the money to be returned, we’ll take enough money from your account to cover the payment in the foreign currency using the HSBC Exchange Rate applicable at the time of the deduction. This is unlikely to be the same as the amount we paid into your account if exchange rates have changed. We’ll do this even if you’ve already spent the money or if it will put you into an informal overdraft.

16. Payments into your account by mistake or fraudIf we make a payment into your account by mistake or as a result of an HSBC systems error, we’ll deduct the payment from your account. If we’re told that a payment from within the EEA was made into your account by someone else’s mistake (for example if the payer gave the wrong account number), but, when we contact you, you tell us the payment was intended for you, we’re legally required to share all relevant information including your name and address and transaction information with the bank the payment came from if they ask us so that the payer may contact you.In all other cases, the steps we’ll take will depend on how the payment was made and where it came from.If we suspect that any type of payment that has been made into your account was the result of fraud, we can remove it without your permission.

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At other banks if they allow you to do so – they may charge you.

Immediately after we receive your cash from the other bank.

*There may be a limit on the amount you can pay in. For example, at Post Offi ce® branches, you can’t deposit more than £20,000 in total or £250 in coins. We’ll tell what the limit is when you’re making the deposit.

Electronic payments

All payments in the currency of the account.

Immediately after we receive it.

All payments not in the currency of the account.

Immediately after we receive the payment (and, if applicable, have converted it into the designated currency for your account using the HSBC Exchange Rate).

15. Payments into your account by chequePaying sterling and euro cheques from a UK bank into your account We have to collect payments made by cheque from the paying bank. The time it takes to collect the payment so that you can use it depends on whether we process the paper cheque or an imaged cheque. Paper cheques

If paid into HSBC branches in the UK: Number of working days after the working day that the cheque is paid in

• You’ll start earning interest 2

• You‘ll be able to use the funds 3

• The paying bank can’t recall the funds and we can’t take it out of your account (unless we reasonably suspect fraud or you agree)

7

NoteIf we process the paper cheque and you need to use the funds you’ve paid in, you’ll have to wait seven working days (although you can ask us for ‘special presentation’ if you want to know for certain that the payment won’t be recalled).

Imaged cheques

If paid into HSBC branches in the UK or received by us for processing:

Number of working days after the working day that the cheque is paid in

• You’ll start earning interest 1

• You’ll be able to use the funds 1 (as soon as the payment is shown in your account – this could be at any time that day)

• The paying bank can’t recall the funds and we can’t take it out of your account (unless we reasonably suspect fraud or you agree)

1

NoteAn imaged cheque is a scanned digital image of a paper cheque that can be processed for clearing and payment between banks and building societies through the Image Clearing System on a phased basis from 30 October 2017. This will signifi cantly speed up the clearing process.

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Examples

If you pay a cheque in on a Monday:

Paper cheque Imaged cheque

• You’ll start earning interest. On Wednesday. On Tuesday.

• You’ll be able to use the funds. After the funds appear in your account on Thursday (this could be at any time that day).

After the funds appear in your account on Tuesday (this could be at any time that day).

• The paying bank can recall the cheque.

Until the end of Tuesday (the week after you pay it in).We’ll take the funds out of your account if this happens.

Until the funds appear in your account on the same day.

NoteIf you pay a cheque in at a Post Offi ce®, these timings will begin when we receive it, normally on the next working day.

If a cheque paid into your account is returned unpaid we’ll tell you and take the payment from your account. We may ask for payment again from the paying bank. If deducting the full amount from your account would make you go overdrawn or make you go over your overdraft limit, we’ll treat it as an informal request for a new or a larger overdraft. If that happens, you may have to pay charges and overdraft interest.Paying other cheques into your accountWe can’t always process a foreign currency cheque (including a sterling or euro cheque where the paying bank is not in the UK, Channel Islands or the Isle of Man), for example if exchange controls apply. To pay a foreign cheque into your account we either have to negotiate or collect it. You’ll be responsible for the cost to us of processing, or trying to process a foreign currency cheque. We’ll take our charges, and any charges made by the foreign bank or an agent we use to collect the payment, from the account you told us to pay the cheque into.

Negotiate Collect

This means we’ll assume that the cheque will clear. We’ll convert the cheque into sterling using the HSBC Exchange Rate and pay that amount into your account on the working day after we receive the cheque.

This means we’ll send the cheque to the paying bank and only apply the payment to your account when we receive it from the paying bank. Before we apply it we’ll convert the amount into sterling using the HSBC Exchange Rate.The time this takes will vary depending on the paying bank or its country. You can ask us for details. We may use an agent to collect payment.

In both cases, if the foreign bank returns the cheque or asks for the money to be returned, we’ll take enough money from your account to cover the payment in the foreign currency using the HSBC Exchange Rate applicable at the time of the deduction. This is unlikely to be the same as the amount we paid into your account if exchange rates have changed. We’ll do this even if you’ve already spent the money or if it will put you into an informal overdraft.

16. Payments into your account by mistake or fraudIf we make a payment into your account by mistake or as a result of an HSBC systems error, we’ll deduct the payment from your account. If we’re told that a payment from within the EEA was made into your account by someone else’s mistake (for example if the payer gave the wrong account number), but, when we contact you, you tell us the payment was intended for you, we’re legally required to share all relevant information including your name and address and transaction information with the bank the payment came from if they ask us so that the payer may contact you.In all other cases, the steps we’ll take will depend on how the payment was made and where it came from.If we suspect that any type of payment that has been made into your account was the result of fraud, we can remove it without your permission.

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If you don’t have enough money in your account when we take a payment out of it for any of these reasons, this will result in an informal overdraft.

For UK payments (other than payments made by CHAPS)

• If the payment was made into your account up to two months before we fi nd out about the mistake, we’ll tell you about it and won’t return it to the bank it came from for 15 working days so you have time to show us that it was intended for you. During this period we’ll make sure you can’t use the payment (we might do this by taking the amount out of your account or by limiting access to the amount on the account).

• If the payment was made more than two months before we fi nd out about the mistake, we’ll contact you before limiting access to the amount on the account and before we return it to the paying bank.

• If the payment was made into a closed account, we’ll return it to the paying bank.

For CHAPS, international and non-sterling payments

• We’ll ask your permission before we take the payment out of your account and will only return it to the payer with your consent.

17. When we can refuse to accept payments into your accountWe can refuse to accept a payment into your account if it’s reasonable for us to do so for any reason, for example if we reasonably believe:

• that accepting it might cause us to breach a legal requirement or might expose us to action from any government, regulator or law enforcement agency; or

• that there is fraudulent or criminal activity on the account.

18. How we decide whether to make a payment from your accountWe’ll make a payment from your account if you ask us to unless: • you don’t have enough money in your account (including any formal or informal overdraft that we agree);• you haven’t given us the account or reference details or we know the details you’ve given us are

incorrect; • you’ve asked us to make the payment in a particular way (for example by Faster Payments) and the

recipient’s bank does not accept them;• you’ve not provided any extra identifi cation or information about the payment that we’ve reasonably

asked for; • the payment exceeds a limit that we tell you when you make the payment; • there has been, or we suspect, a breach of security or misuse of your account, security details or a

payment device; • there has been, or we suspect, fraudulent or criminal activity of any kind whether or not linked to your

account or your relationship with us and it is reasonable for us not to make a payment as a result; or• we reasonably believe that doing so would cause us to breach a law, regulation, code, court order or

other duty, requirement or obligation or expose us to action or censure from any government, regulator or law enforcement agency.

NoteIn this section, ‘we’ and ‘us’ includes any HSBC Group Company worldwide.

When working out whether you have enough money in your account to make a payment we include all payments that we know are due to be made out of the account that day but not regular payments into the account.If you don’t have enough money at the start of the day to make a payment and you’ve set up a future payment or a cheque payment is due, we’ll check again later that day to see if we can make it (unless you’re trying to make the payment at the weekend or on a public holiday).

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If when we check again, we’re able to make some but not all of the payments you’re trying to make that day, we’ll pay cheques fi rst, and then Direct Debits, and standing orders and, if there’s more than one, we’ll start with the smallest payment. Any payments that we can’t make will be returned unpaid.Even if you don’t have enough money or formal overdraft, we might make the payment by allowing an informal overdraft on your account.You’ll know we’ve refused to make a payment if:• you’re making it online or using Mobile or Telephone Banking; or• you’re using a payment device (such as a card),because the payment won’t be accepted. In all cases where we’ve refused to make a payment, you can call us immediately to fi nd out why and what you need to do to correct any errors that made us refuse it. You’ll also be able to get transaction information through Business Internet Banking, Mobile and Telephone Banking. We’ll let you know this information unless the law or any regulation prevents us from doing so or for fraud prevention or security reasons.

19. Blocking payments and servicesWe can block your use of any payment device (and your access to related services such as Telephone, Mobile and Business Internet Banking) if we reasonably believe it’s necessary because of:• a signifi cantly increased risk that you may be unable to pay any money you owe us on the relevant

account;• suspected fraudulent or criminal use of the payment device; or• security concerns (for example, if we know or suspect that your payment device and/or security details

have been misused).If we do this, we’ll usually let you know why immediately afterwards, unless the law or any regulation prevents us from doing so or if we believe doing so would compromise reasonable security measures. We’ll unblock the payment device as soon as the reason for blocking it ends.

Payment limits

We may set limits on the number or value of payments you can make for different types of payments (like your debit card, for example). If there’s a payment limit on any of your payment devices, we’ll tell you what it is when we send it. You can also ask at any time.

20. Payments from your accountCash withdrawals

You can withdraw cash up to a daily limit we tell you when we send your debit card. You can ask us to consider changing your daily limit.

Payments (other than by card or cheque)

To make a payment from your account, you’ll need to give us details of the account you want to make the payment to and any other details we ask for, including payment references. This is usually the sort code and account number (or the equivalent information for payments outside the UK) or (where available) a number that’s linked to these, such as a mobile phone number. It’s your responsibility to check that the details are correct before asking us to make a payment. We’ll make the payment using only these details but we’ll also ask you for the name of the person on the account. The table below shows the cut-off time for us to receive your payment instruction and how long payments take to reach the recipient’s bank after we’ve received your request to make the payment and taken the money from your account.

Cut-off time

This is the latest time on any given day that we can accept payment instructions to be processed on the same working day. You can ask us for the relevant cut-off time when you give us a payment instruction.If we don’t receive a payment request before the cut-off time on a working day, we’ll treat your request as received on the next working day. The timings set out in the box below will begin then.

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If you don’t have enough money in your account when we take a payment out of it for any of these reasons, this will result in an informal overdraft.

For UK payments (other than payments made by CHAPS)

• If the payment was made into your account up to two months before we fi nd out about the mistake, we’ll tell you about it and won’t return it to the bank it came from for 15 working days so you have time to show us that it was intended for you. During this period we’ll make sure you can’t use the payment (we might do this by taking the amount out of your account or by limiting access to the amount on the account).

• If the payment was made more than two months before we fi nd out about the mistake, we’ll contact you before limiting access to the amount on the account and before we return it to the paying bank.

• If the payment was made into a closed account, we’ll return it to the paying bank.

For CHAPS, international and non-sterling payments

• We’ll ask your permission before we take the payment out of your account and will only return it to the payer with your consent.

17. When we can refuse to accept payments into your accountWe can refuse to accept a payment into your account if it’s reasonable for us to do so for any reason, for example if we reasonably believe:

• that accepting it might cause us to breach a legal requirement or might expose us to action from any government, regulator or law enforcement agency; or

• that there is fraudulent or criminal activity on the account.

18. How we decide whether to make a payment from your accountWe’ll make a payment from your account if you ask us to unless: • you don’t have enough money in your account (including any formal or informal overdraft that we agree);• you haven’t given us the account or reference details or we know the details you’ve given us are

incorrect; • you’ve asked us to make the payment in a particular way (for example by Faster Payments) and the

recipient’s bank does not accept them;• you’ve not provided any extra identifi cation or information about the payment that we’ve reasonably

asked for; • the payment exceeds a limit that we tell you when you make the payment; • there has been, or we suspect, a breach of security or misuse of your account, security details or a

payment device; • there has been, or we suspect, fraudulent or criminal activity of any kind whether or not linked to your

account or your relationship with us and it is reasonable for us not to make a payment as a result; or• we reasonably believe that doing so would cause us to breach a law, regulation, code, court order or

other duty, requirement or obligation or expose us to action or censure from any government, regulator or law enforcement agency.

NoteIn this section, ‘we’ and ‘us’ includes any HSBC Group Company worldwide.

When working out whether you have enough money in your account to make a payment we include all payments that we know are due to be made out of the account that day but not regular payments into the account.If you don’t have enough money at the start of the day to make a payment and you’ve set up a future payment or a cheque payment is due, we’ll check again later that day to see if we can make it (unless you’re trying to make the payment at the weekend or on a public holiday).

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If when we check again, we’re able to make some but not all of the payments you’re trying to make that day, we’ll pay cheques fi rst, and then Direct Debits, and standing orders and, if there’s more than one, we’ll start with the smallest payment. Any payments that we can’t make will be returned unpaid.Even if you don’t have enough money or formal overdraft, we might make the payment by allowing an informal overdraft on your account.You’ll know we’ve refused to make a payment if:• you’re making it online or using Mobile or Telephone Banking; or• you’re using a payment device (such as a card),because the payment won’t be accepted. In all cases where we’ve refused to make a payment, you can call us immediately to fi nd out why and what you need to do to correct any errors that made us refuse it. You’ll also be able to get transaction information through Business Internet Banking, Mobile and Telephone Banking. We’ll let you know this information unless the law or any regulation prevents us from doing so or for fraud prevention or security reasons.

19. Blocking payments and servicesWe can block your use of any payment device (and your access to related services such as Telephone, Mobile and Business Internet Banking) if we reasonably believe it’s necessary because of:• a signifi cantly increased risk that you may be unable to pay any money you owe us on the relevant

account;• suspected fraudulent or criminal use of the payment device; or• security concerns (for example, if we know or suspect that your payment device and/or security details

have been misused).If we do this, we’ll usually let you know why immediately afterwards, unless the law or any regulation prevents us from doing so or if we believe doing so would compromise reasonable security measures. We’ll unblock the payment device as soon as the reason for blocking it ends.

Payment limits

We may set limits on the number or value of payments you can make for different types of payments (like your debit card, for example). If there’s a payment limit on any of your payment devices, we’ll tell you what it is when we send it. You can also ask at any time.

20. Payments from your accountCash withdrawals

You can withdraw cash up to a daily limit we tell you when we send your debit card. You can ask us to consider changing your daily limit.

Payments (other than by card or cheque)

To make a payment from your account, you’ll need to give us details of the account you want to make the payment to and any other details we ask for, including payment references. This is usually the sort code and account number (or the equivalent information for payments outside the UK) or (where available) a number that’s linked to these, such as a mobile phone number. It’s your responsibility to check that the details are correct before asking us to make a payment. We’ll make the payment using only these details but we’ll also ask you for the name of the person on the account. The table below shows the cut-off time for us to receive your payment instruction and how long payments take to reach the recipient’s bank after we’ve received your request to make the payment and taken the money from your account.

Cut-off time

This is the latest time on any given day that we can accept payment instructions to be processed on the same working day. You can ask us for the relevant cut-off time when you give us a payment instruction.If we don’t receive a payment request before the cut-off time on a working day, we’ll treat your request as received on the next working day. The timings set out in the box below will begin then.

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Payment type Cut-off time (GMT)* When the payment will reach the recipient’s bank

Payments in the UK in sterling

Internal (including automatic) transfers between accounts held with HSBC

No cut-off, you can make payments at any time (Business Internet Banking, Express Bank Machine or cash machine)10.00 pm (Telephone Banking)

Immediately

Payments to accounts at other banks

Bill Payments (by Faster Payment)11.45 pm (Business Internet Banking)10.00 pm (Telephone Banking)

Usually within two hours

CHAPS5.10 pm (Business Internet Banking) 4.45 pm (Telephone Banking and in branch)

Same working day

BACS6.45 pm (Business Internet Banking) Two working days before the payment is due to be made (for example, if you want to make a payment on Wednesday, you’ll need to tell us by 6.45 pm on Monday)

On the requested day

Standing orders 11.45 pm (Business Internet Banking)10.00 pm (Telephone Banking)Three working days before the fi rst payment is due

On the requested day

International payments in sterling and payments in other currencies

Payments to accounts in the EEA in euro and sterling

3.30 pm (Business Internet Banking and Telephone Banking)2.00 pm (in branch)

Next working day

SEPA credit transfer 9.30 am (Business Internet Banking) Same working day

All other payments 6.00 pm for US DollarsFor other currencies, please check with us. There may be some currencies we can’t make payments in

Usually up to four working days (but may take longer depending on the country the money is being sent to)

*When we don’t give you a specifi c branch closing time, the cut-off time for in-branch payments will be when the branch closes for the day. The cut-off time for all payments by post is 12.00 pm. HSBCnet cut-off times are not included in this table. For further information about HSBCnet cut-off times, please refer to your HSBCnet terms and conditions.

NoteIf you ask us to make a payment on a future date, we’ll make the payment on that date, unless it’s a non-working day, in which case we’ll make the payment on the next working day. If you want to make a regular payment (such as a standing order) you must set it up with us at least three working days in advance of the fi rst payment.

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If you’re a Small Business or Small Charity Customer and a payment you make to an account in the EEA doesn’t arrive when it should have (normally the working day after we send the payment from your account), you can ask us to contact the receiving bank to ask them to treat the payment as if it had been made on time.

Currency paymentsIf you want to make a payment in a currency that’s not the currency of your account, you can ask us to convert the amount to be paid into that currency using the HSBC Exchange Rate. We’ll tell you the exchange rate that we’ll use. We won’t change the rate if the payment goes ahead immediately. If the payment isn’t made immediately, or we don’t agree a rate with you and you tell us to go ahead with the payment anyway, we’ll apply the HSBC Exchange Rate that applies at the time we make the payment. If the payment is returned to us or we’re unable to make it for any reason, we’ll reverse the payment using the HSBC Exchange Rate at that time. If the exchange rate is different to the initial conversion rate, the amount we pay back when we reverse the payment may be more or less than the amount we originally took from your account. If you don’t ask us to convert the payment, it will be converted by the recipient’s bank unless you’re a Larger Corporate Business Customer or the payment is not processed entirely within the EEA. In these cases any intermediary we route the payment through may carry out the currency conversion. If it does, it’ll convert the payment at the current market rate it uses at that time. If you ask us, we’ll tell you the exchange rate used.If you ask us to, we’ll deduct our charges from your account. If the payment is to a recipient outside the EEA any intermediary we route it through and the recipient’s bank may deduct their charges from your payment as well.The intermediary we use for international payments may be a member of the HSBC Group.

Payments by cheque in sterlingTo make a payment by cheque you need to write on it the name of the recipient, the amount of the payment (in numbers and words) and the date that you’re signing it. If you want to stop a cheque payment you must tell us these details and your account and cheque number. We’ll usually pay cheques even if they have a date in the future.If we receive one of your cheques for payment and it is more than six months old we may pay it but we don’t have to. If you want to be sure that a cheque won’t be paid you must stop it before we pay it or begin the imaging process.

Payments by cardIf you use your card to withdraw cash or to make a payment, we’ll take the funds from your account after we receive confi rmed details of the withdrawal or payment from the relevant payment scheme, such as Visa or MasterCard. This may be on a working or a non-working day.If you use your sterling card for a transaction or cash withdrawal in a currency other than sterling, it will be converted into sterling on the day the card scheme processes it using the Visa scheme exchange rate which is available at visaeurope.com or MasterCard scheme exchange rate which is available at www.mastercard.com We also apply charges to these transactions. You can fi nd our charges in our Business Price List.We may replace your card with a different type of card available under this agreement after reviewing your personal circumstances. We’ll tell you about the features of the card when we send you the replacement.

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Payment type Cut-off time (GMT)* When the payment will reach the recipient’s bank

Payments in the UK in sterling

Internal (including automatic) transfers between accounts held with HSBC

No cut-off, you can make payments at any time (Business Internet Banking, Express Bank Machine or cash machine)10.00 pm (Telephone Banking)

Immediately

Payments to accounts at other banks

Bill Payments (by Faster Payment)11.45 pm (Business Internet Banking)10.00 pm (Telephone Banking)

Usually within two hours

CHAPS5.10 pm (Business Internet Banking) 4.45 pm (Telephone Banking and in branch)

Same working day

BACS6.45 pm (Business Internet Banking) Two working days before the payment is due to be made (for example, if you want to make a payment on Wednesday, you’ll need to tell us by 6.45 pm on Monday)

On the requested day

Standing orders 11.45 pm (Business Internet Banking)10.00 pm (Telephone Banking)Three working days before the fi rst payment is due

On the requested day

International payments in sterling and payments in other currencies

Payments to accounts in the EEA in euro and sterling

3.30 pm (Business Internet Banking and Telephone Banking)2.00 pm (in branch)

Next working day

SEPA credit transfer 9.30 am (Business Internet Banking) Same working day

All other payments 6.00 pm for US DollarsFor other currencies, please check with us. There may be some currencies we can’t make payments in

Usually up to four working days (but may take longer depending on the country the money is being sent to)

*When we don’t give you a specifi c branch closing time, the cut-off time for in-branch payments will be when the branch closes for the day. The cut-off time for all payments by post is 12.00 pm. HSBCnet cut-off times are not included in this table. For further information about HSBCnet cut-off times, please refer to your HSBCnet terms and conditions.

NoteIf you ask us to make a payment on a future date, we’ll make the payment on that date, unless it’s a non-working day, in which case we’ll make the payment on the next working day. If you want to make a regular payment (such as a standing order) you must set it up with us at least three working days in advance of the fi rst payment.

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If you’re a Small Business or Small Charity Customer and a payment you make to an account in the EEA doesn’t arrive when it should have (normally the working day after we send the payment from your account), you can ask us to contact the receiving bank to ask them to treat the payment as if it had been made on time.

Currency paymentsIf you want to make a payment in a currency that’s not the currency of your account, you can ask us to convert the amount to be paid into that currency using the HSBC Exchange Rate. We’ll tell you the exchange rate that we’ll use. We won’t change the rate if the payment goes ahead immediately. If the payment isn’t made immediately, or we don’t agree a rate with you and you tell us to go ahead with the payment anyway, we’ll apply the HSBC Exchange Rate that applies at the time we make the payment. If the payment is returned to us or we’re unable to make it for any reason, we’ll reverse the payment using the HSBC Exchange Rate at that time. If the exchange rate is different to the initial conversion rate, the amount we pay back when we reverse the payment may be more or less than the amount we originally took from your account. If you don’t ask us to convert the payment, it will be converted by the recipient’s bank unless you’re a Larger Corporate Business Customer or the payment is not processed entirely within the EEA. In these cases any intermediary we route the payment through may carry out the currency conversion. If it does, it’ll convert the payment at the current market rate it uses at that time. If you ask us, we’ll tell you the exchange rate used.If you ask us to, we’ll deduct our charges from your account. If the payment is to a recipient outside the EEA any intermediary we route it through and the recipient’s bank may deduct their charges from your payment as well.The intermediary we use for international payments may be a member of the HSBC Group.

Payments by cheque in sterlingTo make a payment by cheque you need to write on it the name of the recipient, the amount of the payment (in numbers and words) and the date that you’re signing it. If you want to stop a cheque payment you must tell us these details and your account and cheque number. We’ll usually pay cheques even if they have a date in the future.If we receive one of your cheques for payment and it is more than six months old we may pay it but we don’t have to. If you want to be sure that a cheque won’t be paid you must stop it before we pay it or begin the imaging process.

Payments by cardIf you use your card to withdraw cash or to make a payment, we’ll take the funds from your account after we receive confi rmed details of the withdrawal or payment from the relevant payment scheme, such as Visa or MasterCard. This may be on a working or a non-working day.If you use your sterling card for a transaction or cash withdrawal in a currency other than sterling, it will be converted into sterling on the day the card scheme processes it using the Visa scheme exchange rate which is available at visaeurope.com or MasterCard scheme exchange rate which is available at www.mastercard.com We also apply charges to these transactions. You can fi nd our charges in our Business Price List.We may replace your card with a different type of card available under this agreement after reviewing your personal circumstances. We’ll tell you about the features of the card when we send you the replacement.

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21. Cancelling or changing payments (other than cheques) You can’t change or cancel an immediate a payment that you’ve asked us to make. This includes card payments.Other payments can be cancelled or changed as long as you contact us within the timeframes shown in the table below.

Payment type Ways to contact us Deadline for cancelling payments (GMT)

Bill payments (by Faster Payment) and internal transfers

Business Internet Banking By 11.59 pm, one working day before the payment is due

Telephone Banking By 10.00 pm, one working day before the payment is due

In branch By the end of the working day before the payment is due

Regular card payments Telephone Banking By 4.00 pm, one working day before the payment is due

Standing orders and Direct Debits

Business Internet Banking By 11.59 pm, three working days before the payment is due

Telephone Banking By 10.00 pm, one working day before the payment is due

SEPA credit transfer Business Internet Banking By 3.00 pm, one working day before the payment is due

SEPA core Direct Debit Telephone Banking By the end of the working day before the payment is due

International payments Business Internet Banking By 3.00 pm, one working day before the payment is due

BACS Business Internet Banking By 5.00 pm, four working days before the payment is due

If you do cancel a Direct Debit or regular card payment, you should also tell the organisation or retailer that collects the payment so that they can cancel or change it (and any future payments) as well.If you cancel a regular card payment but payments are still collected (e.g. by the retailer), we’ll treat the payment as unauthorised and give you an immediate refund.

22. What happens if there are incorrect or unauthorised payments on an account?

What’s an ‘incorrect payment’? What’s an ‘unauthorised payment’?

A payment that has not been sent to the person or account you specifi ed when you asked us to make the payment.

A payment made from your account which was not authorised by you or someone you’ve authorised to make payments on your account.If you give someone your payment device or security details and they use them to make a payment, we may treat the payment as if you’d authorised it depending on what happened. This is why you mustn’t tell anyone your security details or allow anyone access to your payment device.

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You need to know the position on incorrect and unauthorised payments. This is explained in the Questions and Answers below.

Payments by Small Business and Small Charity Customers

Question Answer

What should you do if you notice an incorrect or unauthorised payment?

You must call us as soon as you can.

What will we do when you tell us about: • an incorrect payment made to

another bank; or• unauthorised payment?

We’ll refund the amount of the payment before the end of the working day after you tell us or sooner if we’re able to.

Will we always make a refund? No. We won’t make a refund for: • an incorrect payment, if we can prove that the correct recipient’s

bank received the payment or that we sent the payment using the details you gave us;

• an unauthorised payment, if we know you’ve been grossly negligent (acted with a very signifi cant degree of carelessness) or we reasonably suspect fraud on your part; or

• an incorrect or unauthorised payment if you don’t tell us within 13 months after it was made (but this time limit doesn’t apply to unauthorised payments if you were overdrawn at that time) .

Can we take back a refund we’ve made?

Yes. We can take back refunds (after giving you reasonable notice) in these cases:For incorrect payments:• we can show that we sent the payment using the details you

gave us.For unauthorised payments:• we can prove that you acted fraudulently; or• we can prove that an unauthorised payment was made because

you intentionally or with gross negligence (a very signifi cant degree of carelessness) failed to keep your payment device safe (for example you knowingly gave your card and PIN number to someone else).

Unauthorised payments

What happens if we can prove you acted fraudulently?

You’re responsible for all payments from your account.

What happens if we can prove you’ve been grossly negligent (acted with a very signifi cant degree of carelessness)?

You’re responsible for all payments from your account until you’ve told us that your payment device or security details have been lost, stolen or that you suspect misuse.

Are there any other cases where we’re responsible for unauthorised payments or fraud on your account?

We’re responsible (unless you’ve acted fraudulently):• if someone else uses your card before you receive it;• after you’ve told us that your card or security details have been

lost or stolen;• if we haven’t provided a number for you to tell us that your card

or security details have been lost or stolen; or• if we haven’t applied procedures that we’re legally required to

use to check that a payment has been authorised by you.

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21. Cancelling or changing payments (other than cheques) You can’t change or cancel an immediate a payment that you’ve asked us to make. This includes card payments.Other payments can be cancelled or changed as long as you contact us within the timeframes shown in the table below.

Payment type Ways to contact us Deadline for cancelling payments (GMT)

Bill payments (by Faster Payment) and internal transfers

Business Internet Banking By 11.59 pm, one working day before the payment is due

Telephone Banking By 10.00 pm, one working day before the payment is due

In branch By the end of the working day before the payment is due

Regular card payments Telephone Banking By 4.00 pm, one working day before the payment is due

Standing orders and Direct Debits

Business Internet Banking By 11.59 pm, three working days before the payment is due

Telephone Banking By 10.00 pm, one working day before the payment is due

SEPA credit transfer Business Internet Banking By 3.00 pm, one working day before the payment is due

SEPA core Direct Debit Telephone Banking By the end of the working day before the payment is due

International payments Business Internet Banking By 3.00 pm, one working day before the payment is due

BACS Business Internet Banking By 5.00 pm, four working days before the payment is due

If you do cancel a Direct Debit or regular card payment, you should also tell the organisation or retailer that collects the payment so that they can cancel or change it (and any future payments) as well.If you cancel a regular card payment but payments are still collected (e.g. by the retailer), we’ll treat the payment as unauthorised and give you an immediate refund.

22. What happens if there are incorrect or unauthorised payments on an account?

What’s an ‘incorrect payment’? What’s an ‘unauthorised payment’?

A payment that has not been sent to the person or account you specifi ed when you asked us to make the payment.

A payment made from your account which was not authorised by you or someone you’ve authorised to make payments on your account.If you give someone your payment device or security details and they use them to make a payment, we may treat the payment as if you’d authorised it depending on what happened. This is why you mustn’t tell anyone your security details or allow anyone access to your payment device.

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You need to know the position on incorrect and unauthorised payments. This is explained in the Questions and Answers below.

Payments by Small Business and Small Charity Customers

Question Answer

What should you do if you notice an incorrect or unauthorised payment?

You must call us as soon as you can.

What will we do when you tell us about: • an incorrect payment made to

another bank; or• unauthorised payment?

We’ll refund the amount of the payment before the end of the working day after you tell us or sooner if we’re able to.

Will we always make a refund? No. We won’t make a refund for: • an incorrect payment, if we can prove that the correct recipient’s

bank received the payment or that we sent the payment using the details you gave us;

• an unauthorised payment, if we know you’ve been grossly negligent (acted with a very signifi cant degree of carelessness) or we reasonably suspect fraud on your part; or

• an incorrect or unauthorised payment if you don’t tell us within 13 months after it was made (but this time limit doesn’t apply to unauthorised payments if you were overdrawn at that time) .

Can we take back a refund we’ve made?

Yes. We can take back refunds (after giving you reasonable notice) in these cases:For incorrect payments:• we can show that we sent the payment using the details you

gave us.For unauthorised payments:• we can prove that you acted fraudulently; or• we can prove that an unauthorised payment was made because

you intentionally or with gross negligence (a very signifi cant degree of carelessness) failed to keep your payment device safe (for example you knowingly gave your card and PIN number to someone else).

Unauthorised payments

What happens if we can prove you acted fraudulently?

You’re responsible for all payments from your account.

What happens if we can prove you’ve been grossly negligent (acted with a very signifi cant degree of carelessness)?

You’re responsible for all payments from your account until you’ve told us that your payment device or security details have been lost, stolen or that you suspect misuse.

Are there any other cases where we’re responsible for unauthorised payments or fraud on your account?

We’re responsible (unless you’ve acted fraudulently):• if someone else uses your card before you receive it;• after you’ve told us that your card or security details have been

lost or stolen;• if we haven’t provided a number for you to tell us that your card

or security details have been lost or stolen; or• if we haven’t applied procedures that we’re legally required to

use to check that a payment has been authorised by you.

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Incorrect payments

What happens if you:• tell us about an incorrect

payment more than 13 months after it was made; or

• gave us the wrong payment details?

We won’t give a refund but, if you ask us, we’ll contact the bank that’s received your payment to try to recover the money. We may charge our reasonable costs for doing this but we’ll tell you the maximum amount you’ll pay fi rst. If the payment was to another bank in the EEA and we’re unable to recover your money, you can ask us in writing to give you all the information we’ve been given by the bank that received the funds so you can try to recover the funds yourself.

Payments by Larger Corporate Business Customers

Question Answer

What should you do if you notice an incorrect or unauthorised payment?

You must call us as soon as you can.

What will we do when you tell us about: • an incorrect payment made

to another bank; or• unauthorised payment?

For incorrect payments:• we’ll do what we can to trace an incorrect payment and tell you

what happens (for a charge).For unauthorised payments:• we’ll refund the amount of an unauthorised payment before the end

of the working day after you tell us or sooner if we’re able to.

Will we always make a refund? No. We won’t make a refund for:• an incorrect payment if we can prove that we sent the payment

using the details you gave us;• an unauthorised payment, if the security details and device were

lost or stolen or you failed to keep them safe or to take reasonable steps to prevent misuse or we reasonably suspect fraud on your part; or

• an incorrect or unauthorised payment, if you don’t tell us within 13 months after it was made.

Can we take back a refund we’ve made?

Yes. We can take back refunds (after giving you reasonable notice) in these cases:For incorrect payments:• we can show that we sent the payment using the details you

gave us.For unauthorised payments:• we can prove that you acted fraudulently; or• we can prove that an unauthorised payment was made because

you failed to keep your payment device safe or to take reasonable steps to prevent misuse.

Unauthorised payments

What happens if we can prove you acted fraudulently?

You’re responsible for all payments from your account.

Are there any other cases where we’re responsible for unauthorised payments or fraud on your account?

We’ll be responsible (unless you’ve acted fraudulently):• if someone else uses your card before you receive it; or• after you’ve told us that your card or Security Details have been lost

or stolen.

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Incorrect payments

What happens if you:• tell us about an incorrect

payment more than 13 months after it was made or an incorrect payment sent outside the EEA; or

• gave us the wrong payment details?

We won’t give a refund but, if you ask us, we’ll try to recover the payment for you. We may charge our reasonable costs for doing this but we’ll tell you the maximum amount you’ll pay fi rst. If the payment was to another bank in the EEA and we’re unable to recover your money, you can ask us in writing to give you all the information we’ve been given by the bank that received the funds so you can try to recover the funds yourself.

23. RefundsFor some card payments in the EEA

If you’re a Small Business or Small Charity Customer and you’ve used a card to make a payment, you can ask us to refund the payment if:

• the payment was made in the EEA;

• you did not agree the actual payment amount;

• the amount charged to your account was higher than you reasonably expected, taking into account previous spending patterns and the particular facts of the case; and

• you make the refund request within eight weeks of the date when the payment was charged to your account.

In these cases, we’ll investigate your claim and may ask you to provide information which we reasonably need to do this.

Within 10 working days of receiving your request (or of receiving any more information we’ve asked for), we’ll either refund the payment or inform you of our reasons for refusing the refund.

You aren’t entitled to a refund if you gave consent for the payment directly to us and, at least four weeks before the payment was made, you were given information about the transaction by (or it was available from) us or the retailer.

For BACS Direct Debit or SEPA Direct Debit payments

The terms of the BACS Direct Debit Guarantee or SEPA Direct Debit Scheme will apply to refunds for any Direct Debit errors.

How much will we refund and can we reverse a refund?

If you’re a Small Business or Small Charity Customer and if we give a refund for any reason we’ll return your account to the position it would have been in if the payment had not taken place by refunding the payment and any interest we charged on it (or by paying any interest we would have paid on it).

If you’re a Larger Corporate Business Customer and we give you a refund for an incorrect payment we’ll refund you the amount of the payment but we won’t refund you for any interest you did not receive or charges you incurred due to the incorrect payment.

If we provide a refund but later investigation fi nds you were not entitled to it, we’ll return your account to the position it would have been in if we had not made the refund.

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Incorrect payments

What happens if you:• tell us about an incorrect

payment more than 13 months after it was made; or

• gave us the wrong payment details?

We won’t give a refund but, if you ask us, we’ll contact the bank that’s received your payment to try to recover the money. We may charge our reasonable costs for doing this but we’ll tell you the maximum amount you’ll pay fi rst. If the payment was to another bank in the EEA and we’re unable to recover your money, you can ask us in writing to give you all the information we’ve been given by the bank that received the funds so you can try to recover the funds yourself.

Payments by Larger Corporate Business Customers

Question Answer

What should you do if you notice an incorrect or unauthorised payment?

You must call us as soon as you can.

What will we do when you tell us about: • an incorrect payment made

to another bank; or• unauthorised payment?

For incorrect payments:• we’ll do what we can to trace an incorrect payment and tell you

what happens (for a charge).For unauthorised payments:• we’ll refund the amount of an unauthorised payment before the end

of the working day after you tell us or sooner if we’re able to.

Will we always make a refund? No. We won’t make a refund for:• an incorrect payment if we can prove that we sent the payment

using the details you gave us;• an unauthorised payment, if the security details and device were

lost or stolen or you failed to keep them safe or to take reasonable steps to prevent misuse or we reasonably suspect fraud on your part; or

• an incorrect or unauthorised payment, if you don’t tell us within 13 months after it was made.

Can we take back a refund we’ve made?

Yes. We can take back refunds (after giving you reasonable notice) in these cases:For incorrect payments:• we can show that we sent the payment using the details you

gave us.For unauthorised payments:• we can prove that you acted fraudulently; or• we can prove that an unauthorised payment was made because

you failed to keep your payment device safe or to take reasonable steps to prevent misuse.

Unauthorised payments

What happens if we can prove you acted fraudulently?

You’re responsible for all payments from your account.

Are there any other cases where we’re responsible for unauthorised payments or fraud on your account?

We’ll be responsible (unless you’ve acted fraudulently):• if someone else uses your card before you receive it; or• after you’ve told us that your card or Security Details have been lost

or stolen.

1918

Incorrect payments

What happens if you:• tell us about an incorrect

payment more than 13 months after it was made or an incorrect payment sent outside the EEA; or

• gave us the wrong payment details?

We won’t give a refund but, if you ask us, we’ll try to recover the payment for you. We may charge our reasonable costs for doing this but we’ll tell you the maximum amount you’ll pay fi rst. If the payment was to another bank in the EEA and we’re unable to recover your money, you can ask us in writing to give you all the information we’ve been given by the bank that received the funds so you can try to recover the funds yourself.

23. RefundsFor some card payments in the EEA

If you’re a Small Business or Small Charity Customer and you’ve used a card to make a payment, you can ask us to refund the payment if:

• the payment was made in the EEA;

• you did not agree the actual payment amount;

• the amount charged to your account was higher than you reasonably expected, taking into account previous spending patterns and the particular facts of the case; and

• you make the refund request within eight weeks of the date when the payment was charged to your account.

In these cases, we’ll investigate your claim and may ask you to provide information which we reasonably need to do this.

Within 10 working days of receiving your request (or of receiving any more information we’ve asked for), we’ll either refund the payment or inform you of our reasons for refusing the refund.

You aren’t entitled to a refund if you gave consent for the payment directly to us and, at least four weeks before the payment was made, you were given information about the transaction by (or it was available from) us or the retailer.

For BACS Direct Debit or SEPA Direct Debit payments

The terms of the BACS Direct Debit Guarantee or SEPA Direct Debit Scheme will apply to refunds for any Direct Debit errors.

How much will we refund and can we reverse a refund?

If you’re a Small Business or Small Charity Customer and if we give a refund for any reason we’ll return your account to the position it would have been in if the payment had not taken place by refunding the payment and any interest we charged on it (or by paying any interest we would have paid on it).

If you’re a Larger Corporate Business Customer and we give you a refund for an incorrect payment we’ll refund you the amount of the payment but we won’t refund you for any interest you did not receive or charges you incurred due to the incorrect payment.

If we provide a refund but later investigation fi nds you were not entitled to it, we’ll return your account to the position it would have been in if we had not made the refund.

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About overdrafts, charges and how we pay and charge interest

It’s important that you know when we can lend you money on your current accounts and that you have the information you need about our fees, charges and interest rates.

24. OverdraftsWe may agree to give you an overdraft on a current account if we think you can afford it. Overdrafts are only for short-term borrowing and aren’t available on savings accounts. The different types of overdraft are explained below but all overdrafts are repayable ‘on demand’.This means that we can ask for immediate repayment although we’ll usually give you advance notice.

Types of overdraft

Formal

This is where you ask us for an overdraft before making any transactions that take your account overdrawn, or over your current arranged overdraft limit.

Informal

This is where you’ve made a payment or we’ve taken an amount out of your account and you don’t have enough money in the account (or under an available formal overdraft). If we permit an informal overdraft it will stay in place until we agree a formal overdraft or you pay enough into your account to bring it back into credit or within a formal overdraft limit.

You’ll fi nd details of our overdraft text alerting service in our Business Banking Made Easy brochure.

Who is responsible for the money you borrow?If you’re a sole trader, you’re personally responsible for any money your business borrows.For partnerships, personal representatives or trusts, each partner, personal representative or trustee is jointly and individually responsible for money borrowed when they were in that position (even if they aren’t a partner, personal representative or trustee any more). The only exception is if we’ve agreed something else in writing. We may demand repayment of money borrowed by an organisation from any or all of the account holders. For companies, limited liability partnerships or other incorporated bodies and clubs, societies, associations, charities or other unincorporated bodies (except partnerships, personal representatives and trustees), individuals are not normally responsible for money that their organisation has borrowed unless they have given personal guarantees.

Contingent liabilities

In each case, you’re also responsible for contingent liabilities.

Where you have contingent liabilities:

• we may take money from your account to meet any amount you owe us as a result of a contingent liability no longer being contingent;

• we may take money from your account and hold it, to cover the potential cost of any contingent liabilities you have to us (e.g. we might only agree to give a guarantee in your favour if you give us money upfront to cover the amount we may need to pay out as guarantor); and

• we can hold money to pay for contingent liabilities without telling you in advance, if we have good reasons to think you might otherwise not be able to pay.

If we decide to do any of the above, we’ll work out how much we need to cover your contingent liabilities in good faith based on current market rates. We’ll also tell you what we’ve done, and when and why we did it.

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What’s a ‘contingent liability’?This is money that you might owe us in the future, because of a legal obligation you have to us now.For exampleLet’s say you ask us to give a guarantee in your favour to someone else. If we have to make a payment as your guarantor, you agree that you’ll pay us what we’ve paid. As it may never happen, your obligation to repay us is an example of a contingent liability.

25. Interest rates and chargesIn the Additional Conditions you’ll fi nd the terms which apply to certain types of account. In the Business Price List you’ll fi nd:• our overdraft charges;• all our other standard charges, for example for certain types of account, for making payments and

providing services. These will apply unless we agree different charges with you; and• details of the Business Standard Debit Interest Rate and the Currency Standard Debit Interest Rate.If you have an informal overdraft (including where you exceed an agreed formal overdraft limit), we’ll charge you our current Business Standard Debit Interest Rate (or if you have a foreign currency account, the current Currency Standard Debit Interest Rate for the relevant currency). We’ll charge you this rate until we agree a formal overdraft or an extension to your existing formal overdraft to cover the new borrowing (or an alternative we consider acceptable) with you or until you put your account back within your limit or in credit. For sterling current accounts, there are also daily overdraft charges for informal overdrafts (see the Business Price List for details of these charges). Alternatively, we may agree individual overdraft charges with you which we’ll confi rm in writing.

How we’ll work out your interestWe’ll provide details of the interest rate that will apply to your account at the time of account opening and you can contact us to fi nd out your current rate. We’ll pay interest at a fi xed or variable rate. You can fi nd our standard interest rates on our website, in our branches or by calling us.

What’s a ‘fi xed’ rate’? What’s a ‘variable rate’?

Fixed rates are rates that we’ve told you won’t change for an agreed period.

Variable rates are rates that might go up and down. This includes:• reference interest rates – these are rates which

track a ‘reference rate’ set by another institution (e.g. the Bank of England base rate); or

• rates we set internally.

We work out interest each day on the amount you owe us or, for an account where we pay interest, on the amount we’re holding for you in that account. For sterling accounts, we calculate this on the basis of a 365 day year (or 366 days for leap years) and for the majority of non-sterling accounts on the basis of a 360 day year but we’ll still work it out for every day of the calendar year (365 days or 366 days for leap years).We’ll take interest from, or pay it into, your account on the day in the month you originally opened your account (unless we’ve made a different arrangement with you) or, if that day isn’t a working day, the next working day. We’ll pay interest on your account gross.If you have a non-sterling account and the credit interest rate on your account goes below zero, we may charge you interest on the money you hold with us.

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About overdrafts, charges and how we pay and charge interest

It’s important that you know when we can lend you money on your current accounts and that you have the information you need about our fees, charges and interest rates.

24. OverdraftsWe may agree to give you an overdraft on a current account if we think you can afford it. Overdrafts are only for short-term borrowing and aren’t available on savings accounts. The different types of overdraft are explained below but all overdrafts are repayable ‘on demand’.This means that we can ask for immediate repayment although we’ll usually give you advance notice.

Types of overdraft

Formal

This is where you ask us for an overdraft before making any transactions that take your account overdrawn, or over your current arranged overdraft limit.

Informal

This is where you’ve made a payment or we’ve taken an amount out of your account and you don’t have enough money in the account (or under an available formal overdraft). If we permit an informal overdraft it will stay in place until we agree a formal overdraft or you pay enough into your account to bring it back into credit or within a formal overdraft limit.

You’ll fi nd details of our overdraft text alerting service in our Business Banking Made Easy brochure.

Who is responsible for the money you borrow?If you’re a sole trader, you’re personally responsible for any money your business borrows.For partnerships, personal representatives or trusts, each partner, personal representative or trustee is jointly and individually responsible for money borrowed when they were in that position (even if they aren’t a partner, personal representative or trustee any more). The only exception is if we’ve agreed something else in writing. We may demand repayment of money borrowed by an organisation from any or all of the account holders. For companies, limited liability partnerships or other incorporated bodies and clubs, societies, associations, charities or other unincorporated bodies (except partnerships, personal representatives and trustees), individuals are not normally responsible for money that their organisation has borrowed unless they have given personal guarantees.

Contingent liabilities

In each case, you’re also responsible for contingent liabilities.

Where you have contingent liabilities:

• we may take money from your account to meet any amount you owe us as a result of a contingent liability no longer being contingent;

• we may take money from your account and hold it, to cover the potential cost of any contingent liabilities you have to us (e.g. we might only agree to give a guarantee in your favour if you give us money upfront to cover the amount we may need to pay out as guarantor); and

• we can hold money to pay for contingent liabilities without telling you in advance, if we have good reasons to think you might otherwise not be able to pay.

If we decide to do any of the above, we’ll work out how much we need to cover your contingent liabilities in good faith based on current market rates. We’ll also tell you what we’ve done, and when and why we did it.

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What’s a ‘contingent liability’?This is money that you might owe us in the future, because of a legal obligation you have to us now.For exampleLet’s say you ask us to give a guarantee in your favour to someone else. If we have to make a payment as your guarantor, you agree that you’ll pay us what we’ve paid. As it may never happen, your obligation to repay us is an example of a contingent liability.

25. Interest rates and chargesIn the Additional Conditions you’ll fi nd the terms which apply to certain types of account. In the Business Price List you’ll fi nd:• our overdraft charges;• all our other standard charges, for example for certain types of account, for making payments and

providing services. These will apply unless we agree different charges with you; and• details of the Business Standard Debit Interest Rate and the Currency Standard Debit Interest Rate.If you have an informal overdraft (including where you exceed an agreed formal overdraft limit), we’ll charge you our current Business Standard Debit Interest Rate (or if you have a foreign currency account, the current Currency Standard Debit Interest Rate for the relevant currency). We’ll charge you this rate until we agree a formal overdraft or an extension to your existing formal overdraft to cover the new borrowing (or an alternative we consider acceptable) with you or until you put your account back within your limit or in credit. For sterling current accounts, there are also daily overdraft charges for informal overdrafts (see the Business Price List for details of these charges). Alternatively, we may agree individual overdraft charges with you which we’ll confi rm in writing.

How we’ll work out your interestWe’ll provide details of the interest rate that will apply to your account at the time of account opening and you can contact us to fi nd out your current rate. We’ll pay interest at a fi xed or variable rate. You can fi nd our standard interest rates on our website, in our branches or by calling us.

What’s a ‘fi xed’ rate’? What’s a ‘variable rate’?

Fixed rates are rates that we’ve told you won’t change for an agreed period.

Variable rates are rates that might go up and down. This includes:• reference interest rates – these are rates which

track a ‘reference rate’ set by another institution (e.g. the Bank of England base rate); or

• rates we set internally.

We work out interest each day on the amount you owe us or, for an account where we pay interest, on the amount we’re holding for you in that account. For sterling accounts, we calculate this on the basis of a 365 day year (or 366 days for leap years) and for the majority of non-sterling accounts on the basis of a 360 day year but we’ll still work it out for every day of the calendar year (365 days or 366 days for leap years).We’ll take interest from, or pay it into, your account on the day in the month you originally opened your account (unless we’ve made a different arrangement with you) or, if that day isn’t a working day, the next working day. We’ll pay interest on your account gross.If you have a non-sterling account and the credit interest rate on your account goes below zero, we may charge you interest on the money you hold with us.

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Your account charges

We’ll charge you the fees set out in the Business Price List and we may charge you other fees and expenses, such as for putting in place security, or for dealing with your overdraft.We may also charge for services which are not set out in the Business Price List, but we’ll always tell you how much our charges will be and check that you’ve happy to pay them before we provide the service to you. We may also charge an administration fee, up to the maximum permitted by law, if we have to do anything to comply with a court order on your account(s).We can take charges from your account either when we provide the service, or at the end of your charging period. We’ll give you at least 14 days’ notice before taking any interest, fees or charges from your account.Please note that taxes or costs may apply to you that are not charged by us or won’t be paid through us. If you’re making a payment to another person in the EEA, you’ll only pay our charges. You can’t pay charges for the other person.

Charges for using other banks

If we need to use an agent, correspondent or intermediary bank to make a payment, you may have to pay their charges too (except for currency conversions carried out by intermediaries).

NoteAmounts owed to us and due for payment include, for example, amounts owed under a loan, credit card, charge card, mortgage or overdraft.

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Our relationship with youOur agreement has no fi xed end date and may last a long time and the services we provide may change as your needs change. Here we explain how our agreement works (including how we can make changes and how you and we can end it).

26. Changes we can make which require noticeAs our agreement may last a long time it is likely that we’ll need to make changes to our terms although we’ll never change any terms that we’ve said are fi xed such as fi xed interest rates on some accounts.

Change Notice before change Notice after change

At leasttwo months

At least 30 days

Within 30 days or three working days*

Variable interest rates other than reference interest rates and our currency base rates (including by changing the margin we charge above or below a reference rate or switching from a reference rate)

Increasing interest rates we pay you or reducing interest rates you pay us – Small Business and Charity Customers

✗ ✗

Reducing interest rates we pay you – Small Business and Charity Customers

✗ ✗

Changing overdraft interest rates – Small Business and Charity Customers

✗ ✗

Changing interest rates – Larger Corporate Business Customers

✗ ✗

All other changes (including charges)

Changing charges for standard account and payment services

✗ ✗

Increasing charges for other account services ✗ ✗

Reducing charges for other account services ✗ ✗

Changing charges for other business services ✗ ✗

Changing overdraft charges ✗ ✗

Changing any other terms ✗ ✗

+ Notice within three working days will be given online, in a newspaper or in branch. Personal notice will be given within 30 days.

NoteThe timeframes in this table do not apply to reference interest rates and our currency base rates. These are dealt with in section 27 below.Different notice periods may apply to some of the Additional Conditions.

Your rights when we tell you about a change

If we give advance notice that we’re going to make a change to this agreement and you don’t tell us that you want to close your account before that change takes place, or within the next 60 days (if longer), then we’ll assume you’ve accepted the change and it will take effect automatically at the end of the notice period.If you tell us that you don’t want to accept the change you can close your account without charge.

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Your account charges

We’ll charge you the fees set out in the Business Price List and we may charge you other fees and expenses, such as for putting in place security, or for dealing with your overdraft.We may also charge for services which are not set out in the Business Price List, but we’ll always tell you how much our charges will be and check that you’ve happy to pay them before we provide the service to you. We may also charge an administration fee, up to the maximum permitted by law, if we have to do anything to comply with a court order on your account(s).We can take charges from your account either when we provide the service, or at the end of your charging period. We’ll give you at least 14 days’ notice before taking any interest, fees or charges from your account.Please note that taxes or costs may apply to you that are not charged by us or won’t be paid through us. If you’re making a payment to another person in the EEA, you’ll only pay our charges. You can’t pay charges for the other person.

Charges for using other banks

If we need to use an agent, correspondent or intermediary bank to make a payment, you may have to pay their charges too (except for currency conversions carried out by intermediaries).

NoteAmounts owed to us and due for payment include, for example, amounts owed under a loan, credit card, charge card, mortgage or overdraft.

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Our relationship with youOur agreement has no fi xed end date and may last a long time and the services we provide may change as your needs change. Here we explain how our agreement works (including how we can make changes and how you and we can end it).

26. Changes we can make which require noticeAs our agreement may last a long time it is likely that we’ll need to make changes to our terms although we’ll never change any terms that we’ve said are fi xed such as fi xed interest rates on some accounts.

Change Notice before change Notice after change

At leasttwo months

At least 30 days

Within 30 days or three working days*

Variable interest rates other than reference interest rates and our currency base rates (including by changing the margin we charge above or below a reference rate or switching from a reference rate)

Increasing interest rates we pay you or reducing interest rates you pay us – Small Business and Charity Customers

✗ ✗

Reducing interest rates we pay you – Small Business and Charity Customers

✗ ✗

Changing overdraft interest rates – Small Business and Charity Customers

✗ ✗

Changing interest rates – Larger Corporate Business Customers

✗ ✗

All other changes (including charges)

Changing charges for standard account and payment services

✗ ✗

Increasing charges for other account services ✗ ✗

Reducing charges for other account services ✗ ✗

Changing charges for other business services ✗ ✗

Changing overdraft charges ✗ ✗

Changing any other terms ✗ ✗

+ Notice within three working days will be given online, in a newspaper or in branch. Personal notice will be given within 30 days.

NoteThe timeframes in this table do not apply to reference interest rates and our currency base rates. These are dealt with in section 27 below.Different notice periods may apply to some of the Additional Conditions.

Your rights when we tell you about a change

If we give advance notice that we’re going to make a change to this agreement and you don’t tell us that you want to close your account before that change takes place, or within the next 60 days (if longer), then we’ll assume you’ve accepted the change and it will take effect automatically at the end of the notice period.If you tell us that you don’t want to accept the change you can close your account without charge.

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27. Changes we can make without telling you in advance

Interest and exchange rates When we apply changes

Reference interest rates

Some accounts have interest rates that are based on ‘reference rates’ (e.g. the Bank of England base rate) which we don’t control.

The next working day following any change to the reference rate. The new rate will be shown on your statement or will be available on our website.

Exchange rates

The HSBC Exchange Rate. We can change these immediately and without giving advance notice.

Currency base rates

Our currency base rates for Larger Corporate Business Customers are variable interest rates and which are set by us. They aren’t available to Small Business or Small Charity Customers. You will need to contact us or visit our website (for rates you pay us) to fi nd out the current rate.

Our currency base rates can change daily.The new rate will be shown on your statement or will be available on our website.

28. How you can close your account or end this agreementWe show below how you can end this agreement and close your accounts.

You can end this agreement or close any account at any time by writing to tell us unless you’re switching to a new bank, in which case they can tell us to close it for you.

We’ll close your account as long as the closure instruction from your new bank has been signed by the authorised signatories on your mandate.You won’t have to pay any charges but you’ll have to pay any charges for using the account before it’s closed, for example, any card payments that have been authorised but not yet charged to the account.Any account benefi ts will end. We won’t close your account until everything you owe us has been paid.The Additional Conditions will set out any other consequences (for example, if you have a fi xed term product you may lose out on interest if you close early).

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29. How we can end this agreement, withdraw services and close your accounts We show below the two different ways that we can end this agreement and close your accounts or withdraw any service.

When?

Immediately and without notice

We can do this if:• you’ve seriously or persistently broken this agreement; • you become insolvent;• you are, or we reasonably suspect you may be, using or obtaining, or allowing someone else to use or

obtain, an account, service or money illegally or fraudulently; • your behaviour is improper, for example you act in a threatening or violent manner towards staff;• you weren’t entitled to open your account or to the service, or are no longer entitled to have the

account or the service;• we discover, or reasonably suspect, that you’re using the account for a purpose not covered by

this agreement;• you haven’t provided us with adequate information that we’ve requested in relation to your liability

for tax;• we reasonably consider that you’ve placed us in a position where we might break a law, regulation,

code, court order or other duty, requirement or obligation or we, or another HSBC Group company, may be exposed to action or censure from any government, regulator or law enforcement agency;

• there has been, or we suspect, a breach of security or misuse of your account, security details or a payment device;

• you’ve provided us with any false information; or• you’re involved, or we reasonably believe that you’re involved, in criminal activity of any kind whether

or not linked to your account or your relationship with us.

By giving you notice

We may close an account or withdraw any service by giving you at least two months’ notice or less than two months’ notice if you opened an account online and we didn’t receive specimen signatures from each of the authorised signatories on your mandate within 60 days of your account opening.We may also move you to a different account or tariff by giving you at least two months’ notice if you stop meeting the eligibility criteria for your account. If you’re not happy with this, you can close your account without charge before the transfer takes place.

What happens next?

We’ll take any card payments that have been authorised but not yet charged to the account and any charges and interest which haven’t yet been applied to your account before we pay what’s left in sterling to you or to your account with another provider.You shouldn’t write any more cheques, make any more payments or use any payment devices. You’ll need to pay us for any cheques we pay after your account is closed.You’re responsible for cancelling payments into and out of your account.You must destroy any unused cheques and your card.

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27. Changes we can make without telling you in advance

Interest and exchange rates When we apply changes

Reference interest rates

Some accounts have interest rates that are based on ‘reference rates’ (e.g. the Bank of England base rate) which we don’t control.

The next working day following any change to the reference rate. The new rate will be shown on your statement or will be available on our website.

Exchange rates

The HSBC Exchange Rate. We can change these immediately and without giving advance notice.

Currency base rates

Our currency base rates for Larger Corporate Business Customers are variable interest rates and which are set by us. They aren’t available to Small Business or Small Charity Customers. You will need to contact us or visit our website (for rates you pay us) to fi nd out the current rate.

Our currency base rates can change daily.The new rate will be shown on your statement or will be available on our website.

28. How you can close your account or end this agreementWe show below how you can end this agreement and close your accounts.

You can end this agreement or close any account at any time by writing to tell us unless you’re switching to a new bank, in which case they can tell us to close it for you.

We’ll close your account as long as the closure instruction from your new bank has been signed by the authorised signatories on your mandate.You won’t have to pay any charges but you’ll have to pay any charges for using the account before it’s closed, for example, any card payments that have been authorised but not yet charged to the account.Any account benefi ts will end. We won’t close your account until everything you owe us has been paid.The Additional Conditions will set out any other consequences (for example, if you have a fi xed term product you may lose out on interest if you close early).

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29. How we can end this agreement, withdraw services and close your accounts We show below the two different ways that we can end this agreement and close your accounts or withdraw any service.

When?

Immediately and without notice

We can do this if:• you’ve seriously or persistently broken this agreement; • you become insolvent;• you are, or we reasonably suspect you may be, using or obtaining, or allowing someone else to use or

obtain, an account, service or money illegally or fraudulently; • your behaviour is improper, for example you act in a threatening or violent manner towards staff;• you weren’t entitled to open your account or to the service, or are no longer entitled to have the

account or the service;• we discover, or reasonably suspect, that you’re using the account for a purpose not covered by

this agreement;• you haven’t provided us with adequate information that we’ve requested in relation to your liability

for tax;• we reasonably consider that you’ve placed us in a position where we might break a law, regulation,

code, court order or other duty, requirement or obligation or we, or another HSBC Group company, may be exposed to action or censure from any government, regulator or law enforcement agency;

• there has been, or we suspect, a breach of security or misuse of your account, security details or a payment device;

• you’ve provided us with any false information; or• you’re involved, or we reasonably believe that you’re involved, in criminal activity of any kind whether

or not linked to your account or your relationship with us.

By giving you notice

We may close an account or withdraw any service by giving you at least two months’ notice or less than two months’ notice if you opened an account online and we didn’t receive specimen signatures from each of the authorised signatories on your mandate within 60 days of your account opening.We may also move you to a different account or tariff by giving you at least two months’ notice if you stop meeting the eligibility criteria for your account. If you’re not happy with this, you can close your account without charge before the transfer takes place.

What happens next?

We’ll take any card payments that have been authorised but not yet charged to the account and any charges and interest which haven’t yet been applied to your account before we pay what’s left in sterling to you or to your account with another provider.You shouldn’t write any more cheques, make any more payments or use any payment devices. You’ll need to pay us for any cheques we pay after your account is closed.You’re responsible for cancelling payments into and out of your account.You must destroy any unused cheques and your card.

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30. How we can transfer accountsIf:• you no longer meet the conditions for an account; or• we’re withdrawing a type of account,we’ll give you at least two months’ notice that we’re going to transfer you to another account we think is appropriate for you. You can close your existing account during the notice period if you don’t want us to make the transfer.

31. Transferring this agreement

Can we transfer this agreement? Can you transfer this agreement?

Yes.• We can transfer all of our rights under this

agreement and in relation to your account to someone else.

• We can transfer all of our obligations under this agreement and in relation to your account, but only to someone we reasonably consider capable of performing them equally as well as us and who is authorised or recognised by our regulator as being able to accept deposits. This won’t reduce any of your rights in relation to your account.

No.• You can’t transfer any of your rights and

obligations in relation to the agreement, your account, or your account itself, to any other person.

32. When we aren’t responsible for things that go wrongWe won’t be responsible for any losses you may suffer if we cannot perform our obligations under this agreement as a result of:• any legal or regulatory requirements; or• abnormal or unforeseeable circumstances which are outside our (or our agents’ and/or subcontractors’)

control and which we could not have avoided despite all efforts to the contrary, su ch as industrial action or mechanical failure.

In all other circumstances, whether or not we’re liable to you will depend on the type of loss and the type of customer you are. The table below sets out when we’ll be liable to you (in contract or civil law or otherwise).

Customer Are we liable to you for the loss?

Direct loss of profi t

Other direct losses

Indirect or consequential loss (including lost business, data, profi ts or losses resulting from third party claims) even if it was foreseeable

Small Business Customer ✗

Small Charity Customer ✗

Larger Corporate Business Customer ✗ ✗

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33. Set-offIf you have money in one of your accounts (except for trust, client or joint accounts), we may set it off against any amount you owe us which is due for payment on other accounts (including money you owe on a joint account) so it reduces or repays the amount you owe us. We’ll only do this with accounts in your name.In exercising our right, we may use any amounts you have in a fi xed term deposit account and, where those deposits are not in the same currency as the amount owed, we may convert those amounts to the currency of the amount owed using our HSBC Exchange Rate. We may also adjust the amount of interest we pay you.

NoteAmounts owed to us and due for payment include, for example, amounts owed under a loan, credit card, charge card, mortgage or overdraft.

34. If you’re a company or a partnershipIf you’re a company

You confi rm, and confi rm on behalf of any shareholders and associated companies who hold or are entitled to 10% or more of your share capital (whether legally or benefi cially, directly or indirectly), that:• neither you nor they have issued any bearer shares;• you’ll tell us immediately if you or they issue bearer shares or convert existing shares to bearer shares in

the future, in which case you’ll comply with our requirements on bearer shares; and• the issuance of, or conversion of shares to, bearer shares and any failure to comply with this section

would be a serious breach of these terms and you acknowledge that it may result in us ending every aspect of our relationship with you.

If you’re in a partnershipThese terms and the Additional Conditions will remain in force until you give us notice that you’re closing the account or stopping the relevant service – even if you change the name of the partnership, new partners join or current partners leave.

35. What country’s courts and laws apply to this agreement and our dealings before you opened your account?

Where you opened your account Laws Courts

UK (except Scotland) England and Wales The country where your account is held or in the country where you liveScotland Scotland

If any part of our terms become illegal, invalid or unenforceable under the law of one country, that won’t affect or impair the legality, validity or enforceability of it in any other country, or the rest of our terms in that country.

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30. How we can transfer accountsIf:• you no longer meet the conditions for an account; or• we’re withdrawing a type of account,we’ll give you at least two months’ notice that we’re going to transfer you to another account we think is appropriate for you. You can close your existing account during the notice period if you don’t want us to make the transfer.

31. Transferring this agreement

Can we transfer this agreement? Can you transfer this agreement?

Yes.• We can transfer all of our rights under this

agreement and in relation to your account to someone else.

• We can transfer all of our obligations under this agreement and in relation to your account, but only to someone we reasonably consider capable of performing them equally as well as us and who is authorised or recognised by our regulator as being able to accept deposits. This won’t reduce any of your rights in relation to your account.

No.• You can’t transfer any of your rights and

obligations in relation to the agreement, your account, or your account itself, to any other person.

32. When we aren’t responsible for things that go wrongWe won’t be responsible for any losses you may suffer if we cannot perform our obligations under this agreement as a result of:• any legal or regulatory requirements; or• abnormal or unforeseeable circumstances which are outside our (or our agents’ and/or subcontractors’)

control and which we could not have avoided despite all efforts to the contrary, su ch as industrial action or mechanical failure.

In all other circumstances, whether or not we’re liable to you will depend on the type of loss and the type of customer you are. The table below sets out when we’ll be liable to you (in contract or civil law or otherwise).

Customer Are we liable to you for the loss?

Direct loss of profi t

Other direct losses

Indirect or consequential loss (including lost business, data, profi ts or losses resulting from third party claims) even if it was foreseeable

Small Business Customer ✗

Small Charity Customer ✗

Larger Corporate Business Customer ✗ ✗

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33. Set-offIf you have money in one of your accounts (except for trust, client or joint accounts), we may set it off against any amount you owe us which is due for payment on other accounts (including money you owe on a joint account) so it reduces or repays the amount you owe us. We’ll only do this with accounts in your name.In exercising our right, we may use any amounts you have in a fi xed term deposit account and, where those deposits are not in the same currency as the amount owed, we may convert those amounts to the currency of the amount owed using our HSBC Exchange Rate. We may also adjust the amount of interest we pay you.

NoteAmounts owed to us and due for payment include, for example, amounts owed under a loan, credit card, charge card, mortgage or overdraft.

34. If you’re a company or a partnershipIf you’re a company

You confi rm, and confi rm on behalf of any shareholders and associated companies who hold or are entitled to 10% or more of your share capital (whether legally or benefi cially, directly or indirectly), that:• neither you nor they have issued any bearer shares;• you’ll tell us immediately if you or they issue bearer shares or convert existing shares to bearer shares in

the future, in which case you’ll comply with our requirements on bearer shares; and• the issuance of, or conversion of shares to, bearer shares and any failure to comply with this section

would be a serious breach of these terms and you acknowledge that it may result in us ending every aspect of our relationship with you.

If you’re in a partnershipThese terms and the Additional Conditions will remain in force until you give us notice that you’re closing the account or stopping the relevant service – even if you change the name of the partnership, new partners join or current partners leave.

35. What country’s courts and laws apply to this agreement and our dealings before you opened your account?

Where you opened your account Laws Courts

UK (except Scotland) England and Wales The country where your account is held or in the country where you liveScotland Scotland

If any part of our terms become illegal, invalid or unenforceable under the law of one country, that won’t affect or impair the legality, validity or enforceability of it in any other country, or the rest of our terms in that country.

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Information to help manage your accountPrivacy Your privacy is important to HSBC.You explicitly consent to us accessing, processing, and retaining any information you provide to us, for the purposes of providing payment services to you. This does not affect any rights and obligations you or we have under data protection legislation. You may withdraw this consent by closing your account. If you do this, we’ll stop using your data for this purpose, but may continue to process your data for other purposes. Our Privacy Notice explains how we collect, use, disclose, transfer, and store your information and sets out your rights to your information. You can fi nd this at www.business.hsbc.uk or you can ask for a copy in branch.

How to make a complaintIf you have a complaint, please contact us using the details at the front of this booklet. We’ll send you a written acknowledgement within fi ve working days and keep you informed of our progress until your complaint has been resolved. We’ll do everything we can to sort out the problem.If you still remain dissatisfi ed you can refer your complaint to the ombudsman service in your country, if you’re eligible to use their service, using the contact details set out below. If you’re not eligible to use the ombudsman service, please note we don’t use any alternative dispute resolution services.

Account held Ombudsman Contact details

UK Financial Ombudsman Service Exchange Tower, London E14 9SR0800 023 4567 or 0300 123 9123complaint.info@fi nancial-ombudsman.org.ukwww.fi nancial-ombudsman.org.uk

How your money is protected We’re covered by the Financial Services Compensation Scheme (FSCS). The FSCS can pay compensation to depositors if a bank is unable to meet its fi nancial obligations. Most depositors are covered by the scheme. In respect of deposits, an eligible depositor is entitled to claim up to the current FSCS limit for deposits. 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, each depositor would have a claim up to the FSCS deposit limit and so the maximum amount that could be claimed in total would be twice the current FSCS limit. The FSCS deposit 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 scheme (including the current limits, amounts covered and eligibility to claim) please contact us, visit 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.

Unclaimed assets schemeWe participate in the unclaimed assets scheme. If you’ve an account with us (including an account that we’ve closed in accordance with these terms but we haven’t been able to repay your money to you) and there has been no activity from you on your account for at least the last 15 years we may transfer any money in your account to the unclaimed assets scheme at Reclaim Fund Limited. This scheme doesn’t apply to international business accounts, foreign currency accounts, currency client accounts or business money market accounts.If you have a dormant business account (including closed accounts) and we haven’t been able to repay the money in it to you, we may transfer the money to our unclaimed balances account. We’ll only do this if your account has been dormant for at least 12 months. If we transfer your money, you can reclaim it by contacting us.

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We’ll tell you at least 30 days before we do this. If we haven’t already done so, we may then close your account. You’ll still have the right to your money – you should ask us for information about how to get your money back. The transfer of money to the unclaimed assets scheme won’t affect any entitlement you may have to compensation under the Financial Services Compensation Scheme.Further information to help you fi nd lost accounts can be found at www.mylostaccount.org.uk

Authorisation detailsHSBC Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number is 114216. You can check these details by visiting the Financial Conduct Authority’s website www.fca.org.uk or contacting them on 0800 111 6768.

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Information to help manage your accountPrivacy Your privacy is important to HSBC.You explicitly consent to us accessing, processing, and retaining any information you provide to us, for the purposes of providing payment services to you. This does not affect any rights and obligations you or we have under data protection legislation. You may withdraw this consent by closing your account. If you do this, we’ll stop using your data for this purpose, but may continue to process your data for other purposes. Our Privacy Notice explains how we collect, use, disclose, transfer, and store your information and sets out your rights to your information. You can fi nd this at www.business.hsbc.uk or you can ask for a copy in branch.

How to make a complaintIf you have a complaint, please contact us using the details at the front of this booklet. We’ll send you a written acknowledgement within fi ve working days and keep you informed of our progress until your complaint has been resolved. We’ll do everything we can to sort out the problem.If you still remain dissatisfi ed you can refer your complaint to the ombudsman service in your country, if you’re eligible to use their service, using the contact details set out below. If you’re not eligible to use the ombudsman service, please note we don’t use any alternative dispute resolution services.

Account held Ombudsman Contact details

UK Financial Ombudsman Service Exchange Tower, London E14 9SR0800 023 4567 or 0300 123 9123complaint.info@fi nancial-ombudsman.org.ukwww.fi nancial-ombudsman.org.uk

How your money is protected We’re covered by the Financial Services Compensation Scheme (FSCS). The FSCS can pay compensation to depositors if a bank is unable to meet its fi nancial obligations. Most depositors are covered by the scheme. In respect of deposits, an eligible depositor is entitled to claim up to the current FSCS limit for deposits. 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, each depositor would have a claim up to the FSCS deposit limit and so the maximum amount that could be claimed in total would be twice the current FSCS limit. The FSCS deposit 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 scheme (including the current limits, amounts covered and eligibility to claim) please contact us, visit 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.

Unclaimed assets schemeWe participate in the unclaimed assets scheme. If you’ve an account with us (including an account that we’ve closed in accordance with these terms but we haven’t been able to repay your money to you) and there has been no activity from you on your account for at least the last 15 years we may transfer any money in your account to the unclaimed assets scheme at Reclaim Fund Limited. This scheme doesn’t apply to international business accounts, foreign currency accounts, currency client accounts or business money market accounts.If you have a dormant business account (including closed accounts) and we haven’t been able to repay the money in it to you, we may transfer the money to our unclaimed balances account. We’ll only do this if your account has been dormant for at least 12 months. If we transfer your money, you can reclaim it by contacting us.

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We’ll tell you at least 30 days before we do this. If we haven’t already done so, we may then close your account. You’ll still have the right to your money – you should ask us for information about how to get your money back. The transfer of money to the unclaimed assets scheme won’t affect any entitlement you may have to compensation under the Financial Services Compensation Scheme.Further information to help you fi nd lost accounts can be found at www.mylostaccount.org.uk

Authorisation detailsHSBC Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number is 114216. You can check these details by visiting the Financial Conduct Authority’s website www.fca.org.uk or contacting them on 0800 111 6768.

HSB-95511-8-MCP50705.indd 29 12/04/2018 14:24

About HSBCHSBC Bank plc is a company registered and established in England and Wales under registration number 14259. Our registered offi ce is at 8 Canada Square, London E14 5HQ. Our VAT registration number is GB365684514.

HSBC Bank plc is: authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (our fi rm reference number is 114216).

hsbc.co.ukIssued by HSBC Bank plc. Customer information: PO Box 6201, Coventry CV3 9HW

95511-8 MCP50705 04/18 ©HSBC Bank plc 2019. All Rights Reserved.

Our Privacy Notice for UK business customersEffective from 25 May 2018

HSB-95511-8-MCP50705.indd 30 12/04/2018 14:24

About HSBCHSBC Bank plc is a company registered and established in England and Wales under registration number 14259. Our registered offi ce is at 8 Canada Square, London E14 5HQ. Our VAT registration number is GB365684514.

HSBC Bank plc is: authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (our fi rm reference number is 114216).

hsbc.co.ukIssued by HSBC Bank plc. Customer information: PO Box 6201, Coventry CV3 9HW

95511-8 MCP50705 04/18 ©HSBC Bank plc 2019. All Rights Reserved.

Our Privacy Notice for UK business customersEffective from 25 May 2018

HSB-95511-8-MCP50705.indd 31 12/04/2018 14:24

Before we beginThis notice (Privacy Notice) applies to information held about you and individuals connected to your business by members of the HSBC Group as data controllers, as described below. It explains what information we collect about you and individuals who are connected to your business, how we’ll use that information, who we’ll share it with, the circumstances when we’ll share it, and what steps we’ll take to make sure it stays private and secure. It continues to apply even if your agreement for banking or other products and services with us ends. It should also be read alongside your banking terms and conditions (or other applicable product or service terms and conditions including insurance policy documents), as these include sections relating to the use and disclosure of information.

This Privacy Notice covers any commercial banking products or services you have with us, including savings, loans, credit cards, commercial mortgages, investments, insurance, trade finance, invoice financing, asset financing and payment services. Sometimes we may need to provide you with separate or further information about specific products and services. This will also apply if you also have a relationship with other parts of the HSBC Group (e.g. HSBC personal banking, first direct, M&S Bank or HSBC in any other countries), they’ll provide you with information separately where required.

Some of the links on our websites lead to other HSBC or non-HSBC websites with their own privacy notices, which may be different to this notice. You’ll need to make sure you’re happy with their privacy notices when using those other sites.

Wherever we’ve said ‘you’ or ‘your’, this means you, any authorised person on your account, anyone who does your banking or deals with us for you (e.g. trustees or executors, attorneys under a Power of Attorney) and other related people (including authorised signatories, partners, members and trustees).

Parts of this notice relate only to individuals, and we have highlighted this where relevant. This includes individuals whose business does not have a separate legal identity (e.g. sole traders and partners in a general partnership, but excluding limited companies and other forms of corporate entity), and individuals connected to your business. An individual connected to your business could be any guarantor, a director, officer or employee of a company, partners or members of a partnership, any substantial owner, controlling person, or beneficial owner, trustee, settlor or protector of a trust, account holder of a designated account, recipient of a designated payment, your attorney or representative (e.g. authorised signatories), agent or nominee, or any other persons or entities with whom you have a relationship that’s relevant to your relationship with us.

You must ensure that any relevant individuals are made aware of this notice and the individual rights and information it sets out, prior to providing their information to us or our obtaining their information from another source. If you, or anyone else on your behalf, has provided or provides information on an individual connected to your business to us (or a member of the HSBC Group), you or they must first ensure that you or they have the authority to do so.

When we say ‘we’, we mean HSBC Group companies which act as a data controller in respect of your personal data. Unless otherwise stated below, the data controller for the purposes of this notice will be HSBC Bank plc until 30 June 2018 and, from 1 July 2018, HSBC UK Bank plc. This is because we’re proposing to transfer your accounts, products and services to a new part of our bank, HSBC UK, from 1 July 2018. You shouldn’t notice any change to your accounts, product, services or relationship with us. However, if we’ve had to make changes to your accounts, we’ll have written to you separately detailing how you’re affected.

The following HSBC Group companies will act as a data controller where you hold a product or service with them: HSBC Invoice Finance (UK) Ltd., HSBC Equipment Finance (UK) Ltd., HSBC Life (UK) Ltd. and, following 1 July 2018, HSBC Bank plc.

The address for the HSBC Group companies set out in this notice is 8 Canada Square, London E14 5HQ. If you’d like to get in touch with us, you can also find contact details below.

What information we collect relating to you and individuals connected to your businessWe’ll only collect your information and information relating to individuals connected to your business, in line with relevant regulations and law. We may collect it from a range of sources and it may relate to any of our products or services you apply for, currently hold or have held in the past. We may also collect information about you and individuals connected to your business when you or they interact with us, e.g. visit our websites or mobile channels, call us or visit one of our branches, or ask about any of our products and services.

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HSB-95511-8-MCP50705.indd 32 12/04/2018 14:24

3

Before we beginThis notice (Privacy Notice) applies to information held about you and individuals connected to your business by members of the HSBC Group as data controllers, as described below. It explains what information we collect about you and individuals who are connected to your business, how we’ll use that information, who we’ll share it with, the circumstances when we’ll share it, and what steps we’ll take to make sure it stays private and secure. It continues to apply even if your agreement for banking or other products and services with us ends. It should also be read alongside your banking terms and conditions (or other applicable product or service terms and conditions including insurance policy documents), as these include sections relating to the use and disclosure of information.

This Privacy Notice covers any commercial banking products or services you have with us, including savings, loans, credit cards, commercial mortgages, investments, insurance, trade finance, invoice financing, asset financing and payment services. Sometimes we may need to provide you with separate or further information about specific products and services. This will also apply if you also have a relationship with other parts of the HSBC Group (e.g. HSBC personal banking, first direct, M&S Bank or HSBC in any other countries), they’ll provide you with information separately where required.

Some of the links on our websites lead to other HSBC or non-HSBC websites with their own privacy notices, which may be different to this notice. You’ll need to make sure you’re happy with their privacy notices when using those other sites.

Wherever we’ve said ‘you’ or ‘your’, this means you, any authorised person on your account, anyone who does your banking or deals with us for you (e.g. trustees or executors, attorneys under a Power of Attorney) and other related people (including authorised signatories, partners, members and trustees).

Parts of this notice relate only to individuals, and we have highlighted this where relevant. This includes individuals whose business does not have a separate legal identity (e.g. sole traders and partners in a general partnership, but excluding limited companies and other forms of corporate entity), and individuals connected to your business. An individual connected to your business could be any guarantor, a director, officer or employee of a company, partners or members of a partnership, any substantial owner, controlling person, or beneficial owner, trustee, settlor or protector of a trust, account holder of a designated account, recipient of a designated payment, your attorney or representative (e.g. authorised signatories), agent or nominee, or any other persons or entities with whom you have a relationship that’s relevant to your relationship with us.

You must ensure that any relevant individuals are made aware of this notice and the individual rights and information it sets out, prior to providing their information to us or our obtaining their information from another source. If you, or anyone else on your behalf, has provided or provides information on an individual connected to your business to us (or a member of the HSBC Group), you or they must first ensure that you or they have the authority to do so.

When we say ‘we’, we mean HSBC Group companies which act as a data controller in respect of your personal data. Unless otherwise stated below, the data controller for the purposes of this notice will be HSBC Bank plc until 30 June 2018 and, from 1 July 2018, HSBC UK Bank plc. This is because we’re proposing to transfer your accounts, products and services to a new part of our bank, HSBC UK, from 1 July 2018. You shouldn’t notice any change to your accounts, product, services or relationship with us. However, if we’ve had to make changes to your accounts, we’ll have written to you separately detailing how you’re affected.

The following HSBC Group companies will act as a data controller where you hold a product or service with them: HSBC Invoice Finance (UK) Ltd., HSBC Equipment Finance (UK) Ltd., HSBC Life (UK) Ltd. and, following 1 July 2018, HSBC Bank plc.

The address for the HSBC Group companies set out in this notice is 8 Canada Square, London E14 5HQ. If you’d like to get in touch with us, you can also find contact details below.

What information we collect relating to you and individuals connected to your businessWe’ll only collect your information and information relating to individuals connected to your business, in line with relevant regulations and law. We may collect it from a range of sources and it may relate to any of our products or services you apply for, currently hold or have held in the past. We may also collect information about you and individuals connected to your business when you or they interact with us, e.g. visit our websites or mobile channels, call us or visit one of our branches, or ask about any of our products and services.

Some of this information will come directly from you and individuals connected to your business, e.g. when providing ID to open an account. It can also come from your financial advisor, solicitors, broker or other intermediary, other HSBC companies, or other sources you’ve asked us to obtain information from. We might also get some of it from publicly available sources. The information we collect may include:

Information relating to you and individuals connected to your business that you provide to us, or which others provided to us on your behalf e.g.:• where you’re an individual, personal details (e.g. name, previous names, gender, date and place of birth).

We’ll also collect this information about individuals connected to your business;

• when required in connection with insurance products, information connected to your health and the health of individuals connected to your business, including medical information, medical reports and claim information;

• contact details (e.g. address, email address, position in company, landline and mobile numbers);

• information concerning your identity including where you’re an individual and, in the case of individuals connected to our business, photo ID, passport information, National Insurance number, National ID card and nationality;

• market research (e.g. information and opinions expressed when participating in market research);

• user login and subscription data (e.g. login credentials for phone and online banking and mobile banking apps);

• other information about you and individuals connected to your business that you’ve provided to us by filling in forms or by communicating with us, whether face-to-face, by phone, email, online, or otherwise.

Information we collect or generate about you and individuals connected to your business, e.g. :• your financial information and information about your relationship with us, including the products and services

you hold, the channels you and the individuals connected to your business use and your and their ways of interacting with us, your ability to get and manage your credit, your payment history, transactions records, bank feeds, market trades, sort code and account numbers of customers’ accounts, payments into your account including information concerning complaints and disputes and full beneficiary name, address and details of the underlying transaction;

• information we use to identify and authenticate you and the individuals connected to your business, (e.g. signature and biometric information, such as voice for voice ID and additional information that we receive from external sources that we need for compliance purposes);

• geographic information (e.g. about which branches or ATMs you and the individuals connected to your business use);

• information included in customer documentation (e.g. a record of advice that we may have given you);

• marketing and sales information (e.g. details of the services you receive and your preferences);

• cookies and similar technologies we use to recognise you and individuals connected to your business, remember preferences and tailor the content we provide (our cookie policy contains more details about how we use cookies and can be found at www.business.hsbc.uk/en-gb/cookie-policy);

• risk rating information (e.g. credit risk rating, transactional behaviour and underwriting information);

• investigations data (e.g. due diligence checks, sanctions and anti-money laundering checks, external intelligence reports, content and metadata related to relevant exchanges of information between and among you and individuals, organisations, including emails, voicemail, live chat);

• records of correspondence and other communications between you and your representatives and us, including email, live chat, instant messages and social media communications;

• information that we need to support our regulatory obligations (e.g. information about transaction details, detection of any suspicious and unusual activity and information about parties connected to you or these activities.

2

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4

Information we collect from other sources relating to you and individuals connected to your business, e.g.: • information you’ve asked us to collect for you (e.g. information about your accounts or holdings with other

companies including transaction information);

• information from third party providers (e.g. information that helps us to combat fraud or that relates to social interactions (including communications via social media, between individuals, organisations, prospects and other stakeholders acquired from companies that collect combined information).

How we’ll use your information and information relating to individuals connected to your businessWe’ll only use information on you and individuals connected to your business where we have consent or we have another lawful reason for using it. These reasons include where we:

• need to pursue our legitimate interests;

• need to process the information to carry out an agreement we have with you;

• need to process the information to comply with a legal obligation;

• believe the use of information as described is in the public interest (e.g. for the purpose of preventing or detecting crime).

The reasons we use your information and information relating to individuals connected to your business include:

• delivering our products and services;

• carrying out your instructions (e.g. to fulfil a payment request);

• managing our relationship with you, including (unless you tell us otherwise) telling you about products and services we think may be relevant for you;

• understanding how you use your accounts and services;

• providing banking operations support;

• preventing or detecting crime including fraud and financial crime (e.g. financing for terrorism and human trafficking);

• providing security and business continuity;

• undertaking risk management;

• providing online banking, mobile apps and other online product platforms;

• undertaking product and service improvement;

• undertaking data analytics to better understand your circumstances and preferences so we can make sure we can provide you with the best advice and offer you a tailored service;

• protecting our legal rights and complying with our legal obligations;

• corresponding with solicitors, surveyors, valuers, other lenders, conveyancers and third party intermediaries;

• undertaking system or product development and planning, insurance, audit and administrative purposes.

Further details of how we’ll use your information can be found in the Appendix on page 10.

How we make decisions about youWe may use automated systems to help us make decisions, (e.g. when you apply for products and services, to make credit decisions and to carry out fraud and money laundering checks). We may use technology that helps us identify the level of risk involved in customer or account activity (e.g. for credit, fraud or financial crime reasons, or to identify if someone else is using your card without your permission).

Individuals may have a right to certain information about automated decisions we make about them and may also have a right to request human intervention and to challenge the decision. More details can be found in the ‘Rights of individuals’ section below.

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4 5

Information we collect from other sources relating to you and individuals connected to your business, e.g.: • information you’ve asked us to collect for you (e.g. information about your accounts or holdings with other

companies including transaction information);

• information from third party providers (e.g. information that helps us to combat fraud or that relates to social interactions (including communications via social media, between individuals, organisations, prospects and other stakeholders acquired from companies that collect combined information).

How we’ll use your information and information relating to individuals connected to your businessWe’ll only use information on you and individuals connected to your business where we have consent or we have another lawful reason for using it. These reasons include where we:

• need to pursue our legitimate interests;

• need to process the information to carry out an agreement we have with you;

• need to process the information to comply with a legal obligation;

• believe the use of information as described is in the public interest (e.g. for the purpose of preventing or detecting crime).

The reasons we use your information and information relating to individuals connected to your business include:

• delivering our products and services;

• carrying out your instructions (e.g. to fulfil a payment request);

• managing our relationship with you, including (unless you tell us otherwise) telling you about products and services we think may be relevant for you;

• understanding how you use your accounts and services;

• providing banking operations support;

• preventing or detecting crime including fraud and financial crime (e.g. financing for terrorism and human trafficking);

• providing security and business continuity;

• undertaking risk management;

• providing online banking, mobile apps and other online product platforms;

• undertaking product and service improvement;

• undertaking data analytics to better understand your circumstances and preferences so we can make sure we can provide you with the best advice and offer you a tailored service;

• protecting our legal rights and complying with our legal obligations;

• corresponding with solicitors, surveyors, valuers, other lenders, conveyancers and third party intermediaries;

• undertaking system or product development and planning, insurance, audit and administrative purposes.

Further details of how we’ll use your information can be found in the Appendix on page 10.

How we make decisions about youWe may use automated systems to help us make decisions, (e.g. when you apply for products and services, to make credit decisions and to carry out fraud and money laundering checks). We may use technology that helps us identify the level of risk involved in customer or account activity (e.g. for credit, fraud or financial crime reasons, or to identify if someone else is using your card without your permission).

Individuals may have a right to certain information about automated decisions we make about them and may also have a right to request human intervention and to challenge the decision. More details can be found in the ‘Rights of individuals’ section below.

Tracking or recording what you say or do To help keep you and your money safe, we may record details of your interactions (and the interactions of the individuals connected to your business) with us. We may record and keep track of conversations with us including phone calls, face-to-face meetings, letters, emails, live chats, video chats and any other kinds of communication. We may use these recordings to check your instructions to us, assess, analyse and improve our service, train our people, manage risk or to prevent and detect fraud and other crimes. We may also capture additional information about these interactions (e.g. telephone numbers that we are called from and information about devices or software that are used). We use closed circuit television (CCTV) in and around our sites and these may collect photos videos or voice recordings of you and the individuals connected to your business.

Compliance with laws and regulatory compliance obligations We’ll use your information and information relating to individuals connected to your business to meet our compliance obligations, to comply with laws and regulations that HSBC Group companies are subject to and to share with our regulators and other regulators and authorities. This may include using information to help detect or prevent crime (including terrorism financing, money laundering and other financial crimes). We’ll only do this on the basis that it’s needed to comply with a legal obligation or it’s in our legitimate interests and that of others.

Marketing and market researchWe may use your information and information relating to individuals connected to your business to provide information about HSBC products and services, and also products and services from our partners and other relevant third parties. We may send marketing messages by post, email, telephone, text or secure messages. If you or individuals connected to your business wish to change how marketing messages are sent or wish to stop receiving these, please contact us in the usual way.

It may take us a short period of time to update our systems and records to reflect requests to stop receiving marketing messages, during which time you and individuals connected to your business may continue to receive marketing messages. Even if you tell us not to send marketing messages, we’ll continue to use contact details to provide important information, such as changes to your terms and conditions or if we need to tell you, or individuals connected to your business, something to comply with our regulatory obligations.

We may use your information and information relating to individuals connected to your business for market research and to identify trends. Market research agencies acting on our behalf may get in touch with you or individuals connected to your business by post, telephone, email or other methods of communication to invite you or them to take part in research. We won’t invite you or individuals connected to your business to take part in research using a communication method if you (or they) have asked us not to get in touch that way. Any responses that are provided whilst participating in market research will be reported back to us anonymously unless you or the individuals connected to your business give us permission for the relevant details to be shared.

Who we might share information with We may share your information and information relating to individuals connected to your business with others where lawful to do so including where we or they:

• need to in order to provide you with products or services you’ve requested (e.g. fulfilling a payment request);

• have a public or legal duty to do so (e.g. to assist with detecting and preventing fraud, tax evasion and financial crime);

• need to in connection with regulatory reporting, litigation or asserting or defending legal rights and interests;

• have a legitimate business reason for doing so (e.g. to manage risk, verify identity, enable another company to provide you with services you’ve requested, or assess your suitability for products and services);

• have asked you or the individuals connected to your business for your permission to share it, and you (or they) have agreed.

We may share your information and information relating to individuals connected to your business for these purposes with others, including:

• other HSBC group companies and any sub-contractors, agents or service providers who work for us or provide services to us or other HSBC Group companies (including their employees, sub-contractors, service providers, directors and officers);

• any trustees, beneficiaries, administrators or executors;

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• people who give guarantees or other security for any amounts you owe us;

• people you make payments to and receive payments from;

• your beneficiaries, intermediaries, correspondent and agent banks, clearing houses, clearing or settlement systems, market counterparties and any companies you hold securities in through us (e.g. stocks, bonds or options);

• other financial institutions, lenders and holders of security over any property or assets you charge to us, tax authorities, trade associations, credit reference agencies, payment service providers and debt recovery agents;

• any fund managers who provide asset management services to you and any brokers who introduce you to us or deal with us for you;

• any entity that has an interest in the products or services that we provide to you, including if they take on the risk related to them;

• any people or companies where required in connection with potential or actual corporate restructuring, merger, acquisition or takeover, including any transfer or potential transfer of any of our rights or duties under our agreement with you;

• law enforcement, government, courts, dispute resolution bodies, our regulators, auditors and any party appointed or requested by our regulators to carry out investigations or audits of our activities;

• other parties involved in any disputes, including disputed transactions;

• fraud prevention agencies who’ll also use it to detect and prevent fraud and other financial crime and to verify your identity;

• anyone who provides instructions or operates any of your accounts, products or services on your behalf (e.g. Power of Attorney, solicitors, intermediaries, etc);

• anybody else that we’ve been instructed to share your information with by you, or anybody else who provides instructions or operates any of your accounts on your behalf;

• our card processing supplier(s) to carry out credit, fraud and risk checks, process your payments, issue and manage your card;

• insurers and their underwriters so they can provide you with a quote or cover. For further details please refer to your policy documentation. You can also refer to hsbc.co.uk for more information.

Sharing aggregated or anonymised informationWe may share aggregated or anonymised information within and outside of the HSBC Group with partners such as research groups, universities or advertisers. Neither you nor individuals connected to your business will be able to be identified from this information (e.g. we may share information about general spending trends in the UK to assist in research).

How long we’ll keep informationWe’ll keep information in line with our data retention policy. For example, we’ll normally keep your core banking data for a period of seven years from the end of our relationship with you. This enables us to comply with legal and regulatory requirements or use it where we need to for our legitimate purposes such as managing your account and dealing with any disputes or concerns that may arise.

We may need to retain information for a longer period where we need the information to comply with regulatory or legal requirements or where we may need it for our legitimate purposes (e.g. to help us respond to queries or complaints, fighting fraud and financial crime, responding to requests from regulators, etc).

If we don’t need to retain information for this period of time, we may destroy, delete or anonymise it more promptly.

Where you receive products and services from third parties (e.g. insurance) who HSBC has introduced you to, those third parties may keep your information, and information relating to individuals connected to your business, in line with additional terms and conditions that apply to their product and services.

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• people who give guarantees or other security for any amounts you owe us;

• people you make payments to and receive payments from;

• your beneficiaries, intermediaries, correspondent and agent banks, clearing houses, clearing or settlement systems, market counterparties and any companies you hold securities in through us (e.g. stocks, bonds or options);

• other financial institutions, lenders and holders of security over any property or assets you charge to us, tax authorities, trade associations, credit reference agencies, payment service providers and debt recovery agents;

• any fund managers who provide asset management services to you and any brokers who introduce you to us or deal with us for you;

• any entity that has an interest in the products or services that we provide to you, including if they take on the risk related to them;

• any people or companies where required in connection with potential or actual corporate restructuring, merger, acquisition or takeover, including any transfer or potential transfer of any of our rights or duties under our agreement with you;

• law enforcement, government, courts, dispute resolution bodies, our regulators, auditors and any party appointed or requested by our regulators to carry out investigations or audits of our activities;

• other parties involved in any disputes, including disputed transactions;

• fraud prevention agencies who’ll also use it to detect and prevent fraud and other financial crime and to verify your identity;

• anyone who provides instructions or operates any of your accounts, products or services on your behalf (e.g. Power of Attorney, solicitors, intermediaries, etc);

• anybody else that we’ve been instructed to share your information with by you, or anybody else who provides instructions or operates any of your accounts on your behalf;

• our card processing supplier(s) to carry out credit, fraud and risk checks, process your payments, issue and manage your card;

• insurers and their underwriters so they can provide you with a quote or cover. For further details please refer to your policy documentation. You can also refer to hsbc.co.uk for more information.

Sharing aggregated or anonymised informationWe may share aggregated or anonymised information within and outside of the HSBC Group with partners such as research groups, universities or advertisers. Neither you nor individuals connected to your business will be able to be identified from this information (e.g. we may share information about general spending trends in the UK to assist in research).

How long we’ll keep informationWe’ll keep information in line with our data retention policy. For example, we’ll normally keep your core banking data for a period of seven years from the end of our relationship with you. This enables us to comply with legal and regulatory requirements or use it where we need to for our legitimate purposes such as managing your account and dealing with any disputes or concerns that may arise.

We may need to retain information for a longer period where we need the information to comply with regulatory or legal requirements or where we may need it for our legitimate purposes (e.g. to help us respond to queries or complaints, fighting fraud and financial crime, responding to requests from regulators, etc).

If we don’t need to retain information for this period of time, we may destroy, delete or anonymise it more promptly.

Where you receive products and services from third parties (e.g. insurance) who HSBC has introduced you to, those third parties may keep your information, and information relating to individuals connected to your business, in line with additional terms and conditions that apply to their product and services.

Transferring information overseasYour information and information relating to individuals connected to your business may be transferred to and stored in locations outside the European Economic Area (EEA), including countries that may not have the same level of protection for personal information. When we do this, we’ll ensure it has an appropriate level of protection and that the transfer is lawful. We may need to transfer information in this way to carry out our contract with you, to fulfil a legal obligation, to protect the public interest and/or for your or our legitimate interests. In some countries the law might compel us to share certain information (e.g. with tax authorities). Even in these cases, we’ll only share information with people who have the right to see it.

You can obtain more details of the protection given to your information (and information relating to individuals connected to your business) when it’s transferred outside the EEA by contacting us using the details in the ‘More details about your information’ section on page 9.

Rights of individuals Individuals have a number of rights in relation to the information that we hold about them. These rights include:

• the right to access information we hold about them and to obtain information about how we process it;

• in some circumstances, the right to withdraw their consent to our processing of their information, which they can do at any time. We may continue to process their information if we have another legitimate reason for doing so;

• in some circumstances, the right to receive certain information they have provided to us in an electronic format and/or request that we transmit it to a third party;

• the right to request that we rectify their information if it’s inaccurate or incomplete;

• in some circumstances, the right to request that we erase their information. We may continue to retain their information if we’re entitled or required to retain it;

• the right to object to, and to request that we restrict, our processing of their information in some circumstances. Again, there may be situations where individuals object to, or ask us to restrict, our processing of their information but we’re entitled to continue processing their information and/or to refuse that request.

Individuals (including individuals connected to your business) can exercise their rights by contacting us using the details set out in the ‘More details about your information and information relating to individuals connected to your business’ section on page 9. Individuals also have a right to complain to the UK Information Commissioner’s Office by visiting www.ico.org.uk, or to the data protection regulator in the country where they live or work.

Credit reference checks, fraud and money laundering Credit reference checks If you apply for new products or services (including credit like a loan or credit card), we may perform credit and identity checks on you (and certain individuals connected to your business) with one or more credit reference agencies (CRAs). When you use our banking services, we may also make periodic searches at CRAs to manage your account with us.

To do this, we’ll supply your information (and information of certain individuals connected to your business) to CRAs and they’ll give us information about you and them. This will include information from your credit application and about your financial situation and financial history (and the financial situation and history of the relevant individuals connected your business). CRAs will supply us with both public (including the electoral register) and shared credit information, financial situation, history and fraud prevention information.

We may use this information to:

• assess if we can offer you credit and whether you can afford to take the product you applied for;

• verify the accuracy of the data you’ve provided to us;

• prevent criminal activity, fraud and money laundering;

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• manage your account(s);

• trace and recover debts;

• ensure any offers provided to you are appropriate to your circumstances.

We’ll continue to exchange information about you (and individuals connected to your business) with CRAs while you have a relationship with us. We’ll also inform the CRAs about your repayment history. If you borrow and do not repay in full and on time, CRAs will record the outstanding debt. This information may be supplied to other organisations by CRAs.

When CRAs receive a search request from us they’ll place a search footprint on your credit file (or that of the relevant individual connected to your business) that may be seen by other lenders. If you apply for a bank account or credit (such as where you apply for a loan or credit card), we’ll get details of your credit history from a CRA (and share information about you and individuals connected to your business with the CRA) and use this information to work out how much you can afford to borrow or pay back. We may also carry out further credit checks on you and individuals connected to your business while you’re a customer to maintain an accurate and up-to-date record of your credit history. We may use this information to verify the accuracy of the information you’ve provided to us, to prevent criminal activity, fraud and money laundering, to manage your account(s), trace and recover debts and to ensure any offers provided to you are appropriate to your circumstances.

If you tell us that you have a financial associate (or, where you are an individual or a spouse), we’ll link your records together. You should discuss this with them, and share this information with them before submitting the application. CRAs will also link your records (and those of individuals connected with your business) together and these links will remain on your and their files until you or the relevant individual successfully files for a disassociation with the CRAs to break that link.

The identities of the CRAs, their role also as fraud prevention agencies, the data they hold, the ways in which they use and share information, data retention periods and data protection rights with the CRAs are explained in more detail on their websites. They’ve created a joint document called the Credit Reference Agency Information Notice (CRAIN) which is accessible from each of the three CRAs – clicking on any of these three links will also take you to the same CRAIN document:

Credit reference agencies: • CrediSafe – www.creditsafe.co.uk/crain

• Equifax – www.equifax.co.uk/crain

• Experian – www.experian.co.uk/crain

To comply with the law and for our own legitimate interest to enable us to assess and manage risk, we can share details about your financial situation and financial history, and the financial situation and history of individuals connected to your business with CRAs, fraud prevention agencies, etc. This includes information on any bank accounts or credit you have with us, including:

• how you manage your bank accounts or credit;

• if you owe us money;

• if we have concerns about financial crime;

• if you haven’t kept up with your payments or paid off what you owe us (unless there’s a genuine dispute over how much you owe us), or if you’ve agreed and stuck to a repayment plan.

Fraud prevention agencies We’ll carry out checks with fraud prevention agencies for the purposes of preventing fraud and money laundering, and to verify your identity and the identity of individuals connected to your business before we provide products and services to you. These checks require us and these agencies to process information about you and individuals connected to your business.

The information you provide or which we’ve collected from you, or on your behalf, including from individuals connected to your business or received from third parties, will be used to carry out these checks in order to prevent fraud and money laundering, and to verify your identity and the identity of individuals connected to your business. This includes information such as name, address, date of birth, contact details, financial information, employment details, and device identifiers (e.g. IP address).

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• manage your account(s);

• trace and recover debts;

• ensure any offers provided to you are appropriate to your circumstances.

We’ll continue to exchange information about you (and individuals connected to your business) with CRAs while you have a relationship with us. We’ll also inform the CRAs about your repayment history. If you borrow and do not repay in full and on time, CRAs will record the outstanding debt. This information may be supplied to other organisations by CRAs.

When CRAs receive a search request from us they’ll place a search footprint on your credit file (or that of the relevant individual connected to your business) that may be seen by other lenders. If you apply for a bank account or credit (such as where you apply for a loan or credit card), we’ll get details of your credit history from a CRA (and share information about you and individuals connected to your business with the CRA) and use this information to work out how much you can afford to borrow or pay back. We may also carry out further credit checks on you and individuals connected to your business while you’re a customer to maintain an accurate and up-to-date record of your credit history. We may use this information to verify the accuracy of the information you’ve provided to us, to prevent criminal activity, fraud and money laundering, to manage your account(s), trace and recover debts and to ensure any offers provided to you are appropriate to your circumstances.

If you tell us that you have a financial associate (or, where you are an individual or a spouse), we’ll link your records together. You should discuss this with them, and share this information with them before submitting the application. CRAs will also link your records (and those of individuals connected with your business) together and these links will remain on your and their files until you or the relevant individual successfully files for a disassociation with the CRAs to break that link.

The identities of the CRAs, their role also as fraud prevention agencies, the data they hold, the ways in which they use and share information, data retention periods and data protection rights with the CRAs are explained in more detail on their websites. They’ve created a joint document called the Credit Reference Agency Information Notice (CRAIN) which is accessible from each of the three CRAs – clicking on any of these three links will also take you to the same CRAIN document:

Credit reference agencies: • CrediSafe – www.creditsafe.co.uk/crain

• Equifax – www.equifax.co.uk/crain

• Experian – www.experian.co.uk/crain

To comply with the law and for our own legitimate interest to enable us to assess and manage risk, we can share details about your financial situation and financial history, and the financial situation and history of individuals connected to your business with CRAs, fraud prevention agencies, etc. This includes information on any bank accounts or credit you have with us, including:

• how you manage your bank accounts or credit;

• if you owe us money;

• if we have concerns about financial crime;

• if you haven’t kept up with your payments or paid off what you owe us (unless there’s a genuine dispute over how much you owe us), or if you’ve agreed and stuck to a repayment plan.

Fraud prevention agencies We’ll carry out checks with fraud prevention agencies for the purposes of preventing fraud and money laundering, and to verify your identity and the identity of individuals connected to your business before we provide products and services to you. These checks require us and these agencies to process information about you and individuals connected to your business.

The information you provide or which we’ve collected from you, or on your behalf, including from individuals connected to your business or received from third parties, will be used to carry out these checks in order to prevent fraud and money laundering, and to verify your identity and the identity of individuals connected to your business. This includes information such as name, address, date of birth, contact details, financial information, employment details, and device identifiers (e.g. IP address).

We and fraud prevention agencies may also enable law enforcement agencies to access and use information about you and individuals connected to your business to detect, investigate and prevent crime.

We process this information on the basis that we have a legitimate interest in preventing fraud and money laundering and to verify your identity and the identity of individuals connected to your business. This enables us to protect our business and to comply with laws that apply to us. This processing is also a contractual requirement of any of our products or services you use.

Fraud prevention agencies can hold information for different periods of time. If they’re concerned about a possible fraud or money laundering risk this information and data can be held by them for up to six years.

Consequences of processing If we, or a fraud prevention agency, have reason to believe there’s a fraud or money laundering risk, we may refuse to provide the services and credit you’ve requested. We may also stop providing existing products and services to you and/or individuals connected to your business. A record of any fraud or money laundering risk will be retained by the fraud prevention agencies, and may result in others refusing to provide services to you and individuals connected to your business. The information we hold about you and information relating to individuals connected to your business, could make it easier or harder for you or them to get credit in the future.

To find out more about credit and fraud checks, read our ‘Guide to Credit Scoring, Credit Reference and Fraud Prevention Agencies’ leaflet. You can get it from our website, in any of our branches or you can request a paper copy by contacting us in your preferred way. To find out more about fraud prevention agencies and how they manage your information, please visit www.cifas.org.uk/privacy-notice

What we need from you You’re responsible for making sure the information you give us, information which is provided by individuals connected to your business, or information which is otherwise provided on your behalf is accurate and up to date, and you must tell us if anything changes as soon as possible.

How we keep information secure We use a range of measures to keep information safe and secure which may include encryption and other forms of security. We require our staff and any third parties who carry out any work on our behalf to comply with appropriate compliance standards including obligations to protect any information and applying appropriate measures for the use and transfer of information.

More details about your information and information relating to individuals connected to your businessYou and individuals connected to your business can obtain further information on anything we’ve said in this Privacy Notice or contact our Data Protection Officer by writing to: P.O. Box 6125, Coventry CV3 9GW addressed ‘for the attention of the DPO’.

This Privacy Notice may be updated from time to time and the most recent version can be found at www.business.hsbc.uk/legal

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Appendix – How we process information about you and individuals connected to your businessWe’ll use your information and information about individuals connected to your business for purposes, including:

• To deliver our products and services (including insurance): to administer your accounts, process your transactions or underwrite insurance policies. We’ll do this in order to perform our contract with you;

• To provide banking operations support: to enable the provision and function of our banking services in line with regulation, laws and customer rights and interests (e.g. complaints management and exit management). We do this to comply with our legal obligations, to perform our contract with you and because it’s in our legitimate interest;

• To prevent and detect crime including (e.g. fraud, terrorist financing and money laundering): this will include monitoring, mitigation and risk management, carrying out customer due diligence, name screening, transaction screening and customer risk identification. We do this to comply with our legal obligations and because it’s in our legitimate interest. We may share your information and information relating to individuals connected to your business with relevant agencies, law enforcement and other third parties where the law allows us to for the purpose of preventing or detecting crime. Additionally, we and other financial institutions may take steps to help prevent financial crime and manage risk. We’ll do this because we have a legitimate interest, a legal obligation to prevent or detect crime or it’s in the public interest. We may be required to use your information and information relating to individuals connected to your business to do this, even if you or they have asked us to stop using your/their information. That could include (among other things):

– screening, intercepting and investigating any payments, instructions or communications you send or receive (including drawdown requests and application forms);

– investigating who you’re paying or who’s paying you (e.g. checks on payments into and out of your account and other parties related to those payments);

– passing information to relevant agencies if we think you, individuals connected to your business and others acting on your behalf have given us false or inaccurate information, or we suspect criminal activity;

– combining the information, we have about you and information relating to individuals connected to your business with information from other HSBC companies to help us better understand any potential risk;

– checking whether the people or organisations you’re paying or receiving payments from are who they say they are, and aren’t subject to any sanctions.

• To undertake risk management: to measure, detect and prevent the likelihood of financial, reputational, legal, compliance or customer risk. This includes credit risk, traded risk, operational risk and insurance risk (e.g. for underwriting or claims management purposes). We’ll do this because we have a legitimate interest in ensuring that we carry out a proper risk assessment prior to providing credit, insurance or other finance;

• To provide Online Banking, mobile apps and other online product platforms: to allow us to provide you (and those you authorise) with access to HSBC online platforms and mobile apps (e.g. the HSBC UK Business Banking App from HSBC). The platform may allow you and your authorised users to directly or indirectly communicate with us, apply for products and services online and verify customer ID and proof of address. The lawful basis for using your information and information relating to individuals connected to your business for this purpose is to perform our contract with you or that processing for this purpose is in our legitimate interest;

• To provide product and service improvement: to identify possible service and product improvements by analysing your information and information relating to individuals connected to your business. Where we provide you with aggregated information services, we’ll use your information and information relating to individuals connected to your business to understand how you use these products which may include your transactional information from other financial institutions to help improve our products and services. The lawful basis for processing your information and information relating to individuals connected to your business for this purpose is our legitimate interest. We do this to improve our products and services to best meet the need of our customers;

Issued by HSBC Bank plc. Customer information: PO Box 6201, Coventry, CV3 9HW

LIT99539-1 MCP50627 03/18 ©HSBC Bank plc 2018. All Rights Reserved.

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Appendix – How we process information about you and individuals connected to your businessWe’ll use your information and information about individuals connected to your business for purposes, including:

• To deliver our products and services (including insurance): to administer your accounts, process your transactions or underwrite insurance policies. We’ll do this in order to perform our contract with you;

• To provide banking operations support: to enable the provision and function of our banking services in line with regulation, laws and customer rights and interests (e.g. complaints management and exit management). We do this to comply with our legal obligations, to perform our contract with you and because it’s in our legitimate interest;

• To prevent and detect crime including (e.g. fraud, terrorist financing and money laundering): this will include monitoring, mitigation and risk management, carrying out customer due diligence, name screening, transaction screening and customer risk identification. We do this to comply with our legal obligations and because it’s in our legitimate interest. We may share your information and information relating to individuals connected to your business with relevant agencies, law enforcement and other third parties where the law allows us to for the purpose of preventing or detecting crime. Additionally, we and other financial institutions may take steps to help prevent financial crime and manage risk. We’ll do this because we have a legitimate interest, a legal obligation to prevent or detect crime or it’s in the public interest. We may be required to use your information and information relating to individuals connected to your business to do this, even if you or they have asked us to stop using your/their information. That could include (among other things):

– screening, intercepting and investigating any payments, instructions or communications you send or receive (including drawdown requests and application forms);

– investigating who you’re paying or who’s paying you (e.g. checks on payments into and out of your account and other parties related to those payments);

– passing information to relevant agencies if we think you, individuals connected to your business and others acting on your behalf have given us false or inaccurate information, or we suspect criminal activity;

– combining the information, we have about you and information relating to individuals connected to your business with information from other HSBC companies to help us better understand any potential risk;

– checking whether the people or organisations you’re paying or receiving payments from are who they say they are, and aren’t subject to any sanctions.

• To undertake risk management: to measure, detect and prevent the likelihood of financial, reputational, legal, compliance or customer risk. This includes credit risk, traded risk, operational risk and insurance risk (e.g. for underwriting or claims management purposes). We’ll do this because we have a legitimate interest in ensuring that we carry out a proper risk assessment prior to providing credit, insurance or other finance;

• To provide Online Banking, mobile apps and other online product platforms: to allow us to provide you (and those you authorise) with access to HSBC online platforms and mobile apps (e.g. the HSBC UK Business Banking App from HSBC). The platform may allow you and your authorised users to directly or indirectly communicate with us, apply for products and services online and verify customer ID and proof of address. The lawful basis for using your information and information relating to individuals connected to your business for this purpose is to perform our contract with you or that processing for this purpose is in our legitimate interest;

• To provide product and service improvement: to identify possible service and product improvements by analysing your information and information relating to individuals connected to your business. Where we provide you with aggregated information services, we’ll use your information and information relating to individuals connected to your business to understand how you use these products which may include your transactional information from other financial institutions to help improve our products and services. The lawful basis for processing your information and information relating to individuals connected to your business for this purpose is our legitimate interest. We do this to improve our products and services to best meet the need of our customers;

• To undertake data analytics and to provide tailored services: to identify relevant opportunities to promote products and services to existing or prospective customers by analysing your information and information relating to individuals connected to your business. This may include reviewing historical customer transactional behaviour, comparison of customer activity or (if you use Connected Money) it may include an analysis of your transactional information from other financial institutions. We do this to help us provide you with products and services we think will be of most relevance to you. The lawful basis for using your information and information relating to individuals connected to your business in this way is our legitimate interest;

• To undertake marketing: to provide you with information about HSBC products and services, and also products and services from our partners and other relevant third parties. The lawful basis for this is our legitimate interest. We may need your consent (or the consent of individuals connected to your business) to communicate by certain channels and we’ll always make sure we get this where we need to. You and the individuals connected to your business can change your mind on how you receive marketing messages or choose to stop receiving them at any time. To make that change, contact us in the usual way;

• To protect our legal rights: to protect our legal rights, e.g. in the case of defending or the protection of legal rights and interests (e.g. collecting money owed, enforcing or protecting our security or defending rights of intellectual property); court action; managing complaints or disputes; in the event of a restructuring of companies or other mergers or acquisition. This may be in connection with action taken against you or other persons (e.g. joint borrowers or persons who give a guarantee or other security for your obligations to us. We’d do this on the basis that it’s in our legitimate interest).

Issued by HSBC Bank plc. Customer information: PO Box 6201, Coventry, CV3 9HW

LIT99539-1 MCP50627 03/18 ©HSBC Bank plc 2018. All Rights Reserved.

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