10. Frequently Asked Questions

How Do I...?

Find out the interest rate on my account?

View your account details including your rate of interest at any time day or night by logging on to MyBankOffshore.

Rates of all our products can be found on our website www.alil.co.im in the Interest Rates section.

Deposit further funds into my account?

Send us your funds by electronic funds transfer. Contact your bank by telephone, internet or print an Electronic Funds Transfer (EFT) Form to instruct your bank to transfer your funds to us.

The EFT form shows our account details for each currency you may wish to send. Please ensure that you quote your account number with us and the account holder name(s). Please take care to ensure that you send your funds to the correct account – send Sterling Funds to our Sterling account, send Euro funds to our Euro account and US Dollar funds to our US Dollar account.

When sending non-sterling funds to us by electronic transfer, please ensure that you send the funds to our bank account details for the SAME currency as the funds you are sending to us. Further information is available if required on our Guidance Note on Non-Sterling Transactions

Set up a regular payment into my account?

Contact your bank or complete a Standing Order Authority form and send to your bank to instruct them to transfer your funds regularly.

It is very important that you state your name and account number clearly on your instruction to your bank so that we can apply the funds to your account.

Make a withdrawal from or close my account?

Login to MyBankOffshore. Click on and complete and submit the online Funds Transfer Request form. Your funds will be forwarded to your nominated account.

Please indicate any foreign currency conversion you may wish to undertake, by secure message, before we send the funds to you.

For details of charges associated with withdrawing funds from your account, please refer to Section 8, our charges.

Change the account to which my interest is paid?

Login to MyBankOffshore. Send us a secure message on MyBankOffshore to instruct us to change your interest payment details.

Notify us of a change of address?

Login to MyBankOffshore. Send us a secure message on MyBankOffshore. One of our advisors will process your new address details and let you know if any supporting documentation is required.

Request a change of account holder(s)?

If you want to add an account holder to your account, please send us a secure message via MyBankOffshore for further information.

Notify you of a change in name?

Print and complete a Notification of Change of Name Form and return this to us in the post. Please ensure that you send us by post an original or certified copy of any supporting documentation such as marriage certificate, deed poll, divorce decree etc.

Register a Power of Attorney?

• Ensure that you have a valid Power of Attorney. The main types of Power of Attorney we can accept are:
• General Powers of Attorney drawn up under the laws of the Isle of Man, in the correct legal form; and
• General Powers of Attorney drawn up under the laws of England and Wales, including powers drawn up in the prescribed form under the Enduring Powers of Attorney Act 1985.
• Please telephone our Customer Service Centre if you are unsure if your Power of Attorney is acceptable;
• Complete a Registering a power of attorney/third party mandate form and return this to us;
• Provide to us by post either the original or a certified copy of the Power of Attorney, together with details of any Solicitors or Advocates who have drawn up your Power of Attorney; and
• Provide to us by post the required identification documents as evidence of the identity of the Attorney in line with our Guidance Note for Customer Identification.

Notify you of the death of an account holder?

It is important that we are notified of the death of an account holder as soon as possible after the death. Therefore it is advisable for the Personal Representatives or Executors to telephone us with the information. The following action should then be taken:

• Write to us by post with an original or certified copy of the Death Certificate.

If the Personal Representatives are using a firm of Advocates or Solicitors to assist in handling the affairs of the deceased, they must advise us of their details and any contact name. As the account is operated under the laws of the Isle of Man, it will be necessary for the Executor of the deceased’s estate to obtain a Manx Grant of Representation (or Probate), of which we must have sight of before we are able to act on the instruction of the Executor(s). If the Personal Representatives wish to find out the process by which such a Grant can be obtained, they should apply to the Isle of Man General registry, Isle of Man Courts of Justice, Deemsters Walk, Bucks Road, Douglas, Isle of Man, IM1 3AR (Tel +44(0) 1624 685242). Payment on Death Indemnity undertaking can be downloaded from the Form section of our website.

Joint Accounts – Important Note
Joint accounts with Alliance & Leicester International Limited are operated on the basis of joint and several ownership and liability. This means should one of the account holders die, the account automatically passes to the surviving joint holder(s) regardless of the provisions of the will of the deceased.

Find out more about the security of my deposit?

Alliance & Leicester International Limited (ALIL) is a wholly owned subsidiary of Santander UK plc which is regulated by the UK Financial Services Authority. Santander UK plc is part of Banco Santander, S.A. of Spain which is regulated by the Bank of Spain. ALIL places funds with Santander UK plc and thus its financial standing is linked to that of Santander UK plc. Depositors may wish to form their own view on the financial standing of Alliance & Leicester International Limited, Santander UK plc and the Santander Group based on publicly available information.

• The latest report and accounts for ALIL are available in About us section of ALIL website.
• Information about Santander UK plc can be obtained from www.aboutsantander.co.uk.
• The financial statements of Banco Santander S.A. can be obtained from www.santander.com.
• Alliance & Leicester International Limited is participant in the Isle of Man Depositors’ Compensation Scheme as set out in the Depositors’ Compensation Scheme Regulations 2010. Under the Scheme, each individual depositor beneficially entitled to the deposit is entitled to receive a payment of 100% of their eligible deposit, limited to a maximum payment of £50,000 for each individual. Further details are available via the Isle of Man Financial Supervision Commission website at www.fsc.gov.im under Consumers.

Make a complaint?

If you are dissatisfied with the service you have received, please telephone us so that we can understand the cause of your dissatisfaction and if possible provide an immediate solution to our complaint. You may prefer to write to us, in which case, please address your written complaint to the Risk & Compliance Manager at our registered office address. The Risk & Compliance Manager will endeavour to resolve your complaint within our specific timescales. A guide to the complaint process leaflet is available to explain our process and timescales.

If you remain dissatisfied after our internal process for handling your complaint has been completed, you can refer your complaint to the Financial Services Ombudsman Scheme for the Isle of Man. Details of the Scheme can be obtained from the Isle of Man Office of Fair Trading by telephoning: +44 (0) 1624 686520.

Contacting Alliance & Leicester International

eSaver Offshore (Issue 2) is designed to be used online. Please contact us via secure message by logging on to MyBankOffshore. All secure messages will be dealt with as soon as possible. At busy times, this may take up to 3 working days.

What to do if you need to send documentation
If you need to send us items by post, please address them to:

What to do if you have a query you cannot resolve
In the event that you are unable to find the answer to any query you may have in our User Guide, and you are unable to use the MyBankOffshore messaging service, please contact our International Customer Services Centre which is open from (GMT) 9.30am to 5.00pm Monday to Friday on +44 (0) 1624 641888. Please have your account details to hand when you call.

What to do if you are having difficulty completing your application form or using MyBankOffshore. Please note that we cannot offer technical support or advice in relation to personal computers, software or related equipment.