Frequently asked questions

Am I eligible to open a HomeVantage Current Account?

To open a HomeVantage Current Account you need to:

• Be 18 years of age or older
• Submit a valid proof of identity and address

To know more about valid proof of identity and address, please refer to our documents guide.

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What services do I get with the HomeVantage Current Account?

• You benefit from our range of options for transferring money to India at preferential exchange rates.
• You can easily manage your HomeVantage Current Account with 24/7 online banking, phone banking and ICICI Bank UK PLC branch banking.
• You receive a free ICICI Bank Chip and PIN VISA debit card for cost effective purchases worldwide
• And there are more features shown on our HomeVantage Current Account page.

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How do I start using the HomeVantage Current Account?

Once we have received your application and your required documents, we will open your account and send your account details to the address you give on your application. You will receive the:

• Account number
• User ID for online banking
• Online banking password
• Personalised Chip-and-PIN debit card
• PIN for Chip-and-PIN debit card

Please note that for security purposes you will need to call us on 080 81 31 41 51 (freephone from UK landlines) to activate your debit card.

You can also apply for a free cheque book after the account is opened by calling us on 080 81 31 41 51(freephone from UK landlines), through your online banking login or by visiting any of our branches.

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How do I find out my account balance and transaction details?

You can view your account details - including your balance and transaction details - through 24/7 online banking from the comfort of your own home. You can also check your balance and transaction details from most Visa network ATMs in the UK.

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What's the minimum balance I need to operate my account?

You can open a HomeVantage Current Account with as little as £1. However, if the total monthly average balance of all your accounts with us – such as HomeVantage Current Account, SuperSaver Savings Account, SuperSaver Bond, Fixed Deposit or HiSAVE accounts – falls below £500, the following administration charges will apply:

Total monthly average balance	Charge applied to the respective month
£500 and above	0
More than £250 - less than £500	£1
£250 and below	£2

We calculate your total monthly average balance by adding together the daily closing balance of all your accounts with us during the month and dividing it by the total number of days for that month.

Any monthly average balance charge will be automatically deducted from your account at the beginning of the following month. It will appear on your account statement as 'administration charges'.

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How do I operate my HomeVantage Current Account?

You can request transactions via online banking, phone banking or in branch. We can process transactions during banking hours of working days. Working days do not include Saturday, Sunday, bank holidays or public holidays in England and Wales.

In our branches, you can make payments in or out of your account using cash or cheques drawn on ICICI or any other bank. Cheques can only be issued in Sterling. For details of transaction charges, payment and settlement systems, transferability of your account and other terms of operating your account - please read our terms and conditions.

For withdrawing money you must keep your account in credit.

We will be glad to make payments from your account if you authorise us in the manner set out. This applies to all forms of standing order, direct debit and international payments in other currencies.

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What should I do when I receive a new debit card?

	Do's		Dont's
	Activate your new Debit Card right away by calling 08081 31 41 51 (Freephone from UK landlines).		Transact online or at merchant establishment if your first transaction has not been at a VISA ATM.
	Change your PIN (Personal Identification Number) to one of your choice at any VISA ATM after you have activated your card.		Use your card without activating it.
	Ensure that your first transaction is at any VISA cash point (ATM) in the UK. Please note that your card will not work online or at a merchant if the first transaction is not at a VISA ATM.		Use your card without changing the PIN you received from us.
	Sign the grey panel on the back of your card using permanent ink.

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What is the transaction limit on my debit card?

The transaction limit on your debit card is £300 for cash withdrawals from any Visa ATM, £750 for purchases at high street merchants and £750 for online purchases. You can apply to increase the purchase limit up to £1500 for transactions at high street merchants and online purchases (see next FAQ). The daily limit is refreshed at 6.30 pm UK time from the last Sunday of October to last Saturday of March and at 7.30 pm UK time from the last Sunday of March to last Saturday of October.

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How can I increase the transaction limit on my debit card?

You can apply to increase the purchase transaction limit on your debit card on a temporary or permanent basis. To do so, simply call us on 0808 13 14 151 (Freephone from UK landlines) or visit a branch and speak to a member of staff.

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How do I add a new payee?

You can add a new payee via online banking. If your mobile number is up to date on our system, simply follow the steps below to add a new payee.

If your mobile number is not up to date on our system, please see further down this page.

• Log into your account using your User ID and online banking password
• Go to 'Fund transfer' and click 'Add/Manage payees'
• Select 'Add a new payee'
• If your payee holds an account with ICICI Bank UK, click on 'Payee with account details (within ICICI Bank UK)'. Enter the payee's account number and select the branch, or
• If your payee holds an account with another bank, select 'Payee with account details (outside ICICI Bank UK)'. Enter the payee's account number and bank sort code
• Once you have submitted the above details, a pop-up message will be displayed on your screen informing you that a text message with the unique reference number will be sent to your mobile. Click 'ok' on the pop-up message
• Once you have received the unique reference number, log into your account within 72 hours of your payee registration request.
  (If you're unable to login to your account within 72 hours of your payee registration, you will need to re-submit your payee request.)
• Go to 'Add/Manage payees' and enter the unique reference number in either 'Confirm payee details (within ICICI Bank UK)' or 'Confirm payee details (outside ICICI Bank UK)'
• Click 'Submit'
• Your payee is now registered. You can start transferring money immediately.

If you have not registered your mobile number with us, please follow steps one to five from the process above and call us on 080 81 31 41 51 (freephone from UK landlines) to confirm your payee. Alternatively, visit an ICICI Bank UK branch to add a payee to your account.

Important:

• Please read our terms and conditions carefully before using this service.
• Please keep your mobile number updated with us. To register or update your mobile number, please call us on 080 81 31 41 51 (freephone from UK landlines).
• The unique reference number is unique for each payee registration request. If you want to register more than one payee, a different unique reference number will be generated for each request. A new text message for each unique reference number will be sent separately to your mobile.
• A request for a payee registration will not be completed until the unique reference number has been entered on the 'Confirm payee' part of the process above.
• You should confirm each payee registration request within 72 hours

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How do I modify my payee?

To modify your existing payee details, you firstly have to delete your existing payee and submit a new request to add your payee.

To change the nickname of your payee, simply follow these steps:

• Login to your account using your User ID and online banking password
• Go to 'Fund transfer' and click on 'Add/Manage payees'
• Select 'Enquire, change or delete payee' and enter the payee's new nickname
• Click 'submit'

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How do I delete my payee?

Simply follow these steps:

• Login to your account using your User ID and online banking password
• Go to 'Fund transfer' and click on 'Manage payees'
• Select 'Enquire, change or delete payee' and delete your payee
• Click 'submit'

Note that no unique reference number message will be generated for deletion of payees.

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I'm an international student in the UK - how do I open an account?

As an international student studying in the UK, you are required to provide the following three documents to open an account with us:

Proof of identity

This can be any of the following documents:

• Valid passport
• Passport with student visa (if applicable)
• Passport with UK issued identity card for foreign nationals (for non-EEA students)

Proof of address

This must be a confirmation of your UK address from your education institution.

Letter of Acceptance

You also need to submit the formal Letter of Acceptance from your education institution.

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What do I need to know about joint accounts?

If you hold a joint account with us, we will act upon the instructions we receive from any of the joint account holders; or we will act as per the conditions you may specify when opening the account. If you discover any errors, you must tell us as soon as possible.

Each joint account holder is liable individually as well as jointly with the other joint account holders.

Please read our terms and conditions for information on disputes, communications between ICICI Bank UK PLC and joint account holders, ending relationships with any joint holder, and freezing of accounts.

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I've received a communication from ICICI Bank UK stating that my account has become dormant. What does it mean?

If you make no transactions on your account for a period of more than 18 months, then for the safety of your account and your money, we would classify your account as 'dormant'.

If we classify your account as 'dormant' you will not be able to operate your account until you give us your current proof of identity and address.

Note:

Your money in a Dormant Account will always be your property, no matter how many years pass by. If you die, the funds become part of your estate. If the account remains dormant with no customer-initiated activity for 15 years, it may be governed by the provisions of the Dormant Bank and Building Society Accounts Act.

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What is the relevance of the central clearing cycle to me?

The clearing cycle is the time taken for funds paid from, or to, your account to be deducted or added. Each UK cheque paid into an ICICI Bank UK PLC account clears on the sixth working day from the date of the deposit of the cheque. While we may credit such amounts to your account on the date of presentation, the funds will only be available to withdraw on the fourth working day from the date of the deposit for both current and savings accounts.

The amount deposited will start earning interest from the second working day of the deposit for all types of accounts, i.e. current accounts, savings accounts and fixed deposits. If the bank, building society or other organisation that the cheque was drawn on decides not to honour the cheque, they will normally explain the reason for non-payment. Thereafter, we will deduct the amount of the cheque from your balance no later than the end of the sixth working day after it was added to your balance.

In all circumstances, you shall be the owner of funds on the sixth working day of the deposit of cheque, and the amount of your cheques cannot be reclaimed from your balance without your consent to our doing unless you were knowingly involved in a fraud concerning the cheque.

All cheques deposited at an ICICI Bank UK PLC branch before 2pm will go into processing the same day. All cheques deposited at an ICICI Bank UK PLC branch after 2pm will go into processing the following working day.

If cheques are deposited with Giro Slips at an ICICI Bank UK PLC branch, you will earn interest on them from the second day, but will only be able to withdraw funds from the sixth working day.

When you pay cash into your account, you will normally be able to withdraw the money immediately. It will be treated as cleared for interest calculation purposes.

Cheques drawn on a non-UK bank, and foreign currency cheques, are available for withdrawal when we are in receipt of cleared funds. For clearing of non-UK cheques we may take approximately 21 days for crediting cleared funds into your account.

Where legal reasons require, or in certain limited circumstances beyond our control, the payment of a cheque into your account may be prevented or may take longer than the time periods set out herein.

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I'm unable to log in to my online banking account - what should I do?

We recommend that you carry out the following checks:

• Are you using the correct User ID and password?
• Have you forgotten your User ID? In this case, please refer to the letter sent with your first cheque book. Alternatively, call us on 080 81 31 41 51 (freephone from UK landlines) and we will help you with your User ID.
• Have you forgotten your password? Please call us on 080 81 31 41 51 (freephone from UK landlines) and we will generate a new password for you.
• Did you make three successive unsuccessful attempts to login to your account? If so, your online banking account is locked. You need to call us on 080 81 31 41 51 (freephone from UK landlines) to place a request for unlocking your online banking account.

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How can I contact ICICI Bank UK?

You can call us 24/7 on 080 81 31 41 51 (freephone from UK landlines) or email us at ukservice@icicibank.com.

If you'd like to write to us, we recommend you do so through our secure 'Write to account manager' service in the mailbox provided in your online banking account.

You can also write to us by post at:
ICICI Bank UK PLC,
PO Box 68921
One Thomas More Square,
London E1W 9HB

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How do I keep my accounts safe and protect my accounts?

• Do not keep your cheque book and cards together.
• Do not allow anyone else to use your card.
• Do not tell anyone else your PIN, password or other security information.
• If you change your PIN, you should choose your new PIN carefully. You can change it at any Visa ATM machine by choosing the relevant option.
• Try to remember your PIN, password and other security information, and destroy the notice as soon as you receive it.
• Never write down or record your PIN, password or other security information.
• Always take reasonable steps to keep your card safe and your PIN, password and other security information secret at all times.
• Never give your account details or other security information to anyone unless you know who they are and why they need them.
• Keep your card receipts and other information about your account containing personal details (e.g. statements) safe and get rid of them carefully.
• Take care when storing or disposing of information about your accounts. People who commit fraud use many methods such as ‘bin raiding'(Accessing your waste paper bins / trash to access personal information in order to steal your identity) to get this type of information. You should take simple steps such as shredding printed material.
• You will find the APACS website a helpful guide on what to do if you suspect card fraud. Another useful website on identity fraud is CIFAS.
• When you write a cheque, it will help to prevent fraud if you clearly write the name of the person to whom you are paying the cheque, and put extra information about them on the cheque (e.g. XYZ Bank, re [the person's name], account number xxxxxx), especially if you are not personally paying a cheque in (e.g. because you are sending a cheque by post).
• If you are making a cheque payable to a bank or a building society, do not make the cheque payable simply to that organisation – add further details in the payee line (e.g. XYZ Bank, re [the person’s name], account number xxxxxx). You should draw a line through unused space on the cheque so unauthorised people cannot add extra numbers or names. This provision is designed to prevent, as far as possible, cheques being intercepted in the post and paid into the wrong account. The more details about the true payee, and the fewer the empty spaces on the cheque, the less likely it is that it can be tampered with and used fraudulently.

What should you do if you lose your cheque book, passbook or card, or if someone else knows your PIN?

If you suspect or discover either of the following, it's essential that you tell us as soon as you can:

• Your cheque book, passbook or card has been lost or stolen
• Someone else knows your PIN, password or other security information

The requirement for customers to inform their bank or building society as soon as possible of any losses etc, rather than immediately, is to cover situations where the customer is unable to give immediate notice for a good reason.

The best way of telling us about any loss will usually be by calling us on 080 81 31 41 51 (freephone from UK landlines). You can also email us or visit any of our branches.

Online banking

Online banking is safe and convenient provided you take a number of simple precautions. Please make sure you follow the advice given below:

• Keep your PC secure. Use up-to-date antivirus and spyware software and a personal firewall
• Keep your passwords and PINs secret
• Treat emails you receive with caution and be wary of emails or phone calls asking you to reveal any personal security details
• Neither the police nor ICICI will ever contact you to ask you to reveal your online banking or payment card PINs, or your password information

You can also get good advice from Bank Safe Online.

Cancelling payments

If you want to cancel a payment or series of payments you have authorised, you should do the following:

• To cancel a cheque or standing order, you must tell us (we cannot cancel cheques covered by a cheque guarantee card)
• To cancel a direct debit, you can either tell the originator of the direct debit or tell us. We recommend you inform us and the originator of the direct debit.
• To cancel a recurring transaction you must tell the originator. We recommend you keep proof of cancellation.

It may not be possible to cancel payments if you don't give enough notice of your decision to cancel.

Liability for losses

If you act fraudulently, you will be responsible for all losses on your account. If you act without reasonable care and this causes losses, you may be responsible for them.

Subject to our personal banking terms and conditions, we will be responsible for any unauthorised transactions that you tell us about in accordance with the terms and conditions (if we suspect fraud or that you have been grossly negligent, we will investigate the transaction and will only be responsible if/when we have concluded that there has been no fraud and you have not been grossly negligent). Where we are responsible, we will immediately refund the amount of the unauthorised transaction and any resulting interest and charges. We will have no further liability to you.

You will be responsible for all losses if you act fraudulently or if you allowed another person to use your card or your account.

You will be responsible for all losses arising from unauthorised transactions on your account as result of:

• You acting fraudulently, or
• You intentionally or with gross negligence failing to use your card, telephone banking services and/or online banking in accordance with the terms and conditions (including keeping safe your card, PIN and any other security or personalised details), or
• You intentionally or with gross negligence fail to notify us in accordance with the personal banking terms and conditions, of the loss or theft of any card, PIN or other security or personalised details.

Your liability for the misuse of the card, unless we can show that you have acted fraudulently or without reasonable care, will be limited as follows:

• If someone else uses your card or someone else knows your PIN before you tell us it has been lost or stolen, the most you will have to pay is 50
• If someone else uses your card details without your permission and your card has not been lost or stolen, you will not have to pay anything
• If someone else uses your card details without your permission for a transaction where the cardholder does not need to be present, you will not have to pay anything
• If your card is used before you have received it, you will not have to pay anything
• After you have notified us of the loss or theft of your card or security details in accordance with section B, clause 8 of the personal banking terms and conditions

We will not be responsible to you if we fail to comply with any of the terms in these terms and conditions:

• Due to abnormal and unforeseen circumstances beyond our control, the consequences of which would have been unavoidable despite all efforts to the contrary; or
• Where our failure to comply is due to our obligations under law

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What's the sort code for my branch?

The sort codes of our branches are as follows:

Birmingham	300085
Coventry	300088
Eastham	300087
Harrow	300143
Knightsbridge	300081
Leeds	300089
Leicester	300125
Manchester	300127
Slough	300142
Southall	300128
Wembley	300129

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