FAQs

onecard Gold

Using your RBS card

PINs

Card security codes

Problems with your card

Statements

Interest charges, billing and payments

USING YOUR RBS CARD

Where can I use my RBS card?

You can use your RBS MasterCard or Visa card respectively anywhere there is a MasterCard or VISA sign to buy goods or services. The cards are welcome at 30 million outlets worldwide, including 900,000 in the UK.

You can use your RBS card to pay for virtually all of your business expenses, including buying goods and services as well as for travel and entertainment.

However your card should not be used for personal expenditure.

You can also use your card to make cash withdrawals (see next question).

back to top

Can I use my RBS card for cash withdrawals? Yes, provided your company has authorised you to do so. If authorised you will be able to take cash out from ATMs anywhere in the world displaying the MasterCard or Cirrus sign (for MasterCards), or VISA sign for Visa cards. You may also withdraw cash over the counter in banks.

Handling charges will apply.

This facility is set up when your card account is opened, but can be changed at any time for any cardholder if your company contacts us with appropriate authorisation.

back to top

How much cash can I take out? Subject to available credit, and if you have been authorised to withdraw cash by your company, you can withdraw up to £500 per card per day with a Business Card, Business Charge Card, Company Card or onecard. Up to £1000 per day per card is available with Corporate or Purchasing Cards.

Handling charges will apply.

back to top

Can I use my RBS card online, by telephone or for mail order purchases? Yes, but we urge you to take some simple precautions when using your card over the Internet. Always check that the site you are buying from is secure before proceeding.

  • Do not enter your card details into an e-mail as it may be intercepted.
  • A secure website address should begin with https, not http.
  • Secure sites use security systems such as SSL or SET. Always accept if the site gives you the option of using a secure checkout.
  • Use a secure browser. Many browsers such as Internet Explorer will show a closed padlock midway along the bottom of the browser screen to indicate a secure page.
  • Some web sites state if you're entering a secure area.

Whenever you use your RBS card on the Internet, by telephone or by mail order, our guarantee covers you against the fraudulent misuse of your RBS card, providing you have not given permission for someone else to use your card, or been grossly negligent.

If you think a card has been used fraudulently, please contact us immediately by telephone and inform your Card Administrator if you have one. We will investigate the problem immediately and if we believe fraud may have occurred we will cancel your existing card immediately, and arrange for a new one to be reissued to you as soon as possible.

If any unauthorised transactions appear on your account we will suspend them for you while we investigate.

back to top

What protection do you offer against fraud on the Internet?
RBS Secure provides added protection against the unauthorised use of an RBS Card when making purchases on the Internet at participating suppliers. Registration is free; simply use the above link and follow the onscreen instructions. If the supplier has signed up to the RBS Secure scheme, you will be asked for part of your password for each online transaction you make with that supplier.

When purchasing online, the supplier may also ask you for your 'Card Security Code' as an additional security measure.

back to top

PINS

What is a PIN and what is it used for?

A Personal Identification Number (PIN) issued to each cardholder to enable them to:

  • identify themselves by entering their PIN (instead of a signature) when making purchases in shops where the Chip and PIN facility is available,
  • withdraw cash from any ATM displaying the VISA sign (for Visa cardholders) or the MasterCard or Cirrus sign (for MasterCard holders).

Note that some companies may choose not to allow access to cash from ATMs for their cardholders.

If a card is reported lost or stolen, a new PIN will be issued. In order to prevent fraud and theft, cardholders should never disclose their PIN number or keep a record of it with their card.

back to top

When will I get a new Chip and PIN card?

Before your existing card expires, we will send you a new PIN Protected card. Once you receive your new card, please sign it and check the valid from date before you destroy your current card.

back to top

Will I still be able to use my existing card until I receive my new Chip and PIN card?

Yes. You should continue to use your existing card as normal until you receive your new PIN Protected card. Once you have received your new card you should check the valid from date before destroying your old card. Your new card will arrive before your existing card is due to expire.

back to top

Will I be able to use my Chip and PIN card if the retailer hasn't installed the new keypads yet, for example outside the UK?

Yes. You will still be able to use your card as before by signing your name. Eventually, other countries will adopt the Chip and PIN system and use a PIN as the standard way to authorise card payments.

back to top

What do I do if I forget my PIN?

Contact us and we can re-advise you of your PIN in writing.

back to top

What happens if I enter the wrong PIN?

Like a cash machine, you have three attempts to enter your PIN correctly. If you enter the wrong PIN three times in a row, even if you go to three separate shops for each attempt, your card will become 'locked'. If your card becomes 'locked' keep hold of it and then contact us immediately.

back to top

Can I change my PIN?

Yes, you can change your PIN to a number you find easier to remember by visiting any NatWest, Royal Bank of Scotland, Ulster Bank, Coutts or Tesco Personal Finance branded cash machine in the UK once you have received your new PIN Protected card.

Remember, if you do change your PIN, avoid numbers that may be possible for someone else to guess. For instance, year of birth, four identical numbers or simple sequences like 1,2,3,4. The important thing is to have a PIN that you feel comfortable with and one you find easy to remember.

Currently you are unable to change your PIN at a cash machine outside the UK.

back to top

Will I get a different PIN with my replacement card?

If you have requested a replacement card because your old one was damaged, it will have the same PIN as your old card. Similarly, if your card is reissued because it has expired, it will have the same PIN as before.

If your previous card was reported lost or stolen you will be issued with a new PIN. This will arrive approximately 3 days before your new card.

back to top

What happens if I can't use a PIN?

If you have a condition which may restrict your ability to remember or enter a PIN, please contact us immediately to find out how we can assist you.

back to top

What do I do if I think someone knows my PIN?

There is no increased risk of fraud while your card is still in your possession, but you should change your PIN at an RBS, NatWest, Tesco Personal Finance, Coutts or Ulster Bank ATM as soon as possible.

If you are concerned that your card may have been used fraudulently, please also, contact us, immediately so that we can monitor your account for fraudulent activity.

back to top

Do I use my PIN for telephone, mail order or internet purchases?

No. In the same way that you do not currently confirm these purchases with a signature you will not use your PIN to confirm these purchases.

CARD SECURITY CODES

What is a Card Security Code?

Your Card Security Code is the last 3 digits on the signature strip on the reverse of all RBS Commercial cards, and forms part of an additional verification service offered to suppliers to help combat fraud where you are not making your purchase face to face, for example when you purchase by telephone or over the Internet.

This information, together with statement address details, may be checked during the normal authorisation procedure in order to confirm that you have possession of your card before proceeding with the transaction.

back to top

Why is the supplier asking for the Card Security Code and statement address?

The Card Security Code and statement address provides the supplier with additional information in order to decide whether they wish to accept your card as payment for the purchase when you are not present.

What do I do if I can't read the Card Security Code?

Contact us and we will arrange for a replacement card to be issued to you.

back to top

Can I change the Card Security Code?

No. The Card Security Code cannot be changed. When you are issued with a new card you may also have a different Card Security Code.

back to top

If the Card Security Code and statement address that you provide do not match our records, the supplier may decline to accept the card.

Do not quote your Card Security Code unless it is requested by a supplier for a non face to face transaction. In addition, however, RBS may use the Card Security Code as part of the verification process when you contact us by telephone.

back to top

PROBLEMS WITH YOUR CARD

What happens if you think a card has been used fraudulently?

Please contact us immediately by telephone and inform your Card Administrator if you have one. We will investigate the problem immediately and if we believe fraud may have occurred we will cancel your existing card immediately, and arrange for a new one to be reissued to you as soon as possible.

If any unauthorised transactions appear on your account we will suspend them for you while we investigate. Providing you have not given permission for someone else to use your card, or been grossly negligent, you won't have to pay for transactions you didn't make.

back to top

What do I do if a card is lost or stolen?

If you are in the UK please call us immediately on 0870 6000 459 (24 hours a day, 7 days a week). Your existing card will be cancelled immediately and a replacement will be reissued to you.

If you are abroad please call +44 1423 700 545. If required, a temporary replacement card can be delivered to you within 24 hours (a £75 charge will be made).

Textphone users please call 01702 607 645.

Calls may be recorded.

back to top

My card is damaged, how do I get a replacement?

Contact us and we will arrange for a replacement to be issued to you.

back to top

How long does it take to get a card replaced?

It usually takes 7-10 days for your replacement card to arrive by post. Replacement cards can be couriered in an emergency (a charge for the courier will apply).

back to top

How long before I can start using my account?

As soon as your cardholders have received their cards you will be able to start using your account. This will be 10-12 working days after we receive your application.

back to top

How do I contact RBS?

Business Card, Business Charge Card and Company Card customers please call 0870 154 1234.

onecard customers please call 0870 010 1152.

Corporate Card, Purchasing Card and Lodge customers please call 0870 909 3702.

Lines are open from 8am - 6pm Monday - Friday, and from 9am - 1pm on Saturdays. Calls may be recorded.

If you would like to write to us, our address is:

Royal Bank of Scotland Commercial Cards Division Cards Customer Services PO Box 5747 Southend-on-Sea SS1 9AJ

back to top

STATEMENTS

How often are statements issued?

Statements are issued on a monthly basis and show a breakdown of the card transactions carried out during the month. If a cardholder does not use their card account during the statement period, a statement for that cardholder will not be issued.

If you wish, you can choose to view your statements online.

back to top

What information is included on statements?

Statements will show the following information as a minimum: transaction date, name of supplier, transaction amount. The foreign currency amount and any handling charges will also be shown if applicable.

back to top

How do foreign transactions appear on statements?

They appear as the converted sterling amount, including any charges in the transaction amount column on the statement. The foreign currency used as well as the amount of that currency and any handling charges is provided in the description column of your statement.

Exchange rates are calculated using the official VISA or MasterCard exchange rate (depending on your card brand) on the day the transaction reaches your account.

back to top

What happens if I don't recognise something on my statement?

Check to see if you have a copy of the Sales Voucher that the transaction relates to. If you cannot find the Sales Voucher and still feel that the transaction was not approved by yourself please contact us immediately.

back to top

Can I view my account and statement online?

Yes, account information and a copy of your statement can be viewed online by registering to Cards OnLine. If you have a Business Card, Business Charge Card, or a Company Card, register here. Corporate Card, Purchasing Card and Lodge customers should call 0870 909 3702.

back to top

INTEREST CHARGES, BILLING AND PAYMENTS

Is interest charged every month?

If you are using one of our charge card accounts, for example Corporate, Purchasing, Company or Business Charge Card the balance should be settled in full each month, and if you do this no interest will be charged to your account. If you miss your payment date a fee may be charged to your account, and interest will be charged on the overdue balance on a daily basis until the outstanding payment is cleared.

However, if you have our Business Card or onecard, and chose the credit card facility, you may opt to pay the minimum payment or any amount between the minimum payment and the full balance. If you choose carry a balance from one month to the next we would apply the current interest rate to the balance carried forward. If you choose to pay your balance in full each month then no interest is charged.

back to top

How will I be billed?

Depending on your card product there are two ways of billing your company:

  • Centralised Billing - Balances for all cardholders are detailed on a monthly summary statement. This balance is settled by your organisation with a single payment made to The Royal Bank of Scotland Plc. Cardholder statements can be provided to your organisation and to the cardholders if required.
  • Individual Billing - Each cardholder receives their detailed monthly statement and is responsible for settling their own account balance.
back to top

How can I pay?

We recommend payment by Direct Debit. However, for onecards, Business Charge cards, Company Cards, Corporate Cards, Purchasing Cards and Lodge Accounts we also accept cheques and payments via telephone or internet banking.

If your statement has a bank giro payment section at the bottom, you may also use this to pay at a bank branch. Some banks may make a charge for this service.

back to top

What happens if I miss my payment date?

If you miss your payment date a fee may be charged to your account, and interest will be charged on the overdue balance on a daily basis until the outstanding payment is cleared.

If you continue to miss payment dates your account may be suspended and legal action may be taken to recover the outstanding amount.

back to top

Who is liable for card spending?

Although your card is embossed with your name, the account itself is in the name of the company. You are not personally liable and your personal credit status is not affected.

back to top