general terms website terms of use your privacy about us complaints general terms marbles™ is a trading name of HFC Bank Limited. HFC Bank Limited is a member of HSBC Group and is authorised and regulated by the Financial Services Authority. Registered Office: North Street, Winkfield, Windsor, Berkshire SL4 4TD. Registered in England No. 1117305. back to top website terms of use Unless otherwise specified, this website is directed solely at those who access this Site from the UK. HFC Bank Limited does not make any representation that any product or service referred to in the materials on this website are appropriate for use, or available, in other locations. Those who choose to access this site from other locations are responsible for compliance with local laws if and to the extent local laws are applicable. This site is optimised for JavaScript enabled browsers. If you do not have a browser that supports JavaScript, functionality of this site will be severely limited. BROWSER UPGRADE RECOMMENDATION: Netscape Navigator versions 4.05 and earlier plus Microsoft Internet Explorer 4.01 for Macintosh include a security component which expired at the end of 1999. If you use one of these browsers, you may receive warning messages when connecting to certain secure websites such as ours after 31 December 1999. These messages may indicate that your connection cannot be verified, because your security component has expired. marbles recommends that users of either of these browsers upgrade their browser as soon as possible in order to avoid such warning messages. back to top your privacy We know that privacy is important to you. You don't want your personal details available to other people. And you certainly don't want anyone else knowing your financial information. We make sure we collect and retain your details responsibly. Click on the points below to find out more. we collect your details responsibly we keep your details responsibly our employees cannot easily access your details we have appropriate security in place we limit disclosure of your details to third parties we require others to maintain confidentiality we collect your details responsibly When we collect information from you, we will tell you what we intend to use it for. We collect information from you that will help us conduct your account, manage our business and provide you with the quality of service and products that you expect. We will only request information that is relevant. We don't collect any details to identify you unless you fill in an online application, questionnaire or e-mail. We do collect non-personal data about visitors to our website. This helps us measure how many people visit the site, and identify any improvements we can make. back we keep your details responsibly We strive to keep details that are accurate and up to date. Our procedures ensure that we will correct any inaccurate or incomplete information as quickly as possible. back our employees cannot easily access your details Our procedures and security controls limit employee access to customer information. The only employees who can see your details do so for business reasons. Everyone who works for us knows just how important it is to maintain confidentiality at all times. back we have appropriate security in place Our up-to-the-minute security standards and procedures prevent unauthorised access to your details. back we limit disclosure of your details to third parties We only reveal your details or information about your transactions to third parties if: It is necessary for the performance of your Agreement with us, for example to complete a transaction. You have given your consent. It is otherwise required or permitted by law. In particular, you are entitled to require us, by giving notice in writing, to stop contacting you or giving your details to others for direct marketing purposes. back we require others to maintain confidentiality If we disclose your details to a service bureau, other businesses, or subsidiaries of HFC Bank Limited, we ask them to uphold our privacy principles, so that total confidentiality is guaranteed. back to top about us marbles isn't just a credit card designed to fit around your way of life. Now we offer other things too, like personal loans of up to £25,000,travel,motor and house insurance. It's all about giving you the choice of how to spend your money on-line. Plastic, loans or credit. You decide which fits your budget. And because it's all on-line you can keep an eye on things easily, wherever you are, whatever time you want to do it. So where does marbles come from? Well, HFC Bank Limited are the people behind marbles. We've got the experience and expertise to ensure that you always get the help and service you need. We are members of the British Bankers Association, Finance & Leasing Association and Association of British Insurers. We subscribe to the Banking Code and the Finance & Leasing Association (FLA) Code of Practice. These Codes are available on the British Banker's Association and Finance and Leasing Association websites. In respect of Payment Protection Insurance, Payment Freeze and Home Emergency Plan, HFC Bank Limited has undertaken to comply with the Association of British Insurers (ABI) Code of Practice for the Selling of General Insurance and is designated as a Company Agent of Hamilton Insurance Company Limited, which accepts responsibility for insurance activities. A copy of the code is available from Hamilton Insurance on 0870 010 1971. In respect of house insurance and motor insurance, HFC Bank Limited acts as an introducer to HSBC Bank plc. HSBC Bank is an independent intermediary and a member of the General Insurance Standards Council (GISC) and takes responsibility for the sales of house and motor insurance. HFC Bank Limited is a member of HSBC Group. The HSBC Group has more than 90 million customers, making it one of the largest Banks in the world. We have over 2,500 members of staff in the UK mainly in Winkfield near Windsor and in Birmingham. HFC Bank Limited provides credit cards in association with some very well known names including Vauxhall Motors Ltd, Freeserve plc and over 120 other organisations. Over 2.5 million people in the UK carry one of our credit cards. We also provide personal loan facilities for over 3.5 million people throughout the UK. back to top complaints This complaint procedure refers to credit cards and loans. For details of complaints procedures for insurance products please refer to the insurance policy documents. At HFC Bank Ltd, we aim to provide the highest standards of service and care to our customers. Our staff are trained to do this, and are committed to providing you with the best possible service at all times. Even the best organisations sometimes make mistakes, and if we do, or we fail to meet your expectations in some other way, we want the opportunity to put things right as quickly as we can. We operate a simple complaint procedure, which aims to resolve any problem quickly and effectively. In addition, HFC Bank Ltd subscribes to the Banking Code (www.bankingcode.org.uk), as well as being a member of the Financial Ombudsman Service (www.financial-ombudsman.org.uk) and the Finance and Leasing Association (www.fla.org.uk). We aim to resolve your concerns within 24 hours, but sometimes it may take longer to put the matter right. Where this is the case, we have set up a 3-step procedure to resolve your complaint quickly and easily. If you have a complaint, please raise it with our Customer Services department, by telephone or in writing. If you telephone and the matter can easily be put right, we will do so. Where we are unable to do so, or where you have written to us in the first instance, we will write and tell you who is dealing with your complaint and when you can expect a response. In the unlikely event that you remain unhappy, you can ask for the complaint to be progressed to the next stage where the matter will be reviewed by a Senior Manager. Alternatively, you can contact our team of specialist complaint handlers, care of the following address: HFC Bank Ltd, Customer Complaints Team, PO Box 3607, Birmingham, B1 2XJ. We expect that this will bring the matter to a mutually agreeable solution. In the unlikely event that you remain dissatisfied you can ask for the matter to be referred to the Chief Executive Officer which is the third stage of our complaints procedure. Should you need to write to the Chief Executive's Office a separate investigation will be carried out and the Bank's final response issued to you. This means you have reached the end of our internal complaints procedure, and you may then consider referring your complaint to an external complaint-handling service. This may be the Financial Ombudsman Service or the Finance and Leasing Association (or both). The Financial Ombudsman Service is an independent adjudicator who can investigate and resolve outstanding disputes between financial services companies and their customers if we have failed to resolve your complaint within 8 weeks of you bringing the matter to our attention. You have the right to have your complaint investigated by the Ombudsman impartially and independently, free of charge, any adjudication by the FOS will not affect your legal rights. The decisions made by the FOS are binding on HFC Bank. The Financial Ombudsman Service is unable to investigate all types of complaint. If your complaint is about a loan or store card taken out through a high street retailer to purchase goods, then the Ombudsman will not be able to look at your complaint, but you will be able to refer your complaint to the Finance and Leasing Association scheme. The Finance & Leasing Association (FLA) is the major UK representative body for the UK finance and leasing industry. The FLA campaigns for best practice in lending and leasing, and the FLA Code is intended to assure all customers that they are doing business with reputable organisations. The FLA operates a conciliation and arbitration procedure for customer complaints, which is wholly independent. A copy of our Internal Complaints Procedures, the Banking Code, the Finance & Leasing Association Code and details of the Financial Ombudsman scheme can be obtained on request from your local branch or Customer Services if required. back to top

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