1. What is the NetMaster Service?

NetMaster is a new Internet banking service available only to customers who have a Gold/Business Gold Current Account and an Internet connection. NetMaster is not available to customers if the Gold/Business Gold Application is declined. Applicants must be 18 years or over.

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2. What software/hardware do I require?

Minimum software/hardware requirements:

• PC with a 486 processor (or above), operating at a minimum of 25MHz (Pentium recommended).
• VGA Graphics with a screen resolution of 640 x 480 (or above), using 256 colours.
• Hayes compatible modem with a minimum transfer rate of 28.8k (28800 baud).
• Windows ’95 or Windows NT and a 32 bit ‘Java enabled’ browser e.g. Internet Explorer 4.0 (or above) or Netscape Navigator 4.0 (or above).

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3. Can I operate my other accounts on NetMaster?

You are able to access all other investment accounts using NetMaster providing they have been enabled (excluding postal accounts). To enable an account you wish to access you must complete the account number(s) on the NetMaster application form.

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4. How much does the NetMaster service cost?

To operate this service Gold Current Account holders will be charged £2.99 per month and Business Gold Account holders will be charged £7.99 per month (collected directly from the account on or about the 17th day of each month). As a special introductory offer the NetMaster service will be FREE for the first six months.

You will have to pay for all telephone charges and any charges made by your Internet Service Provider.

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5. If I have Business Gold account and a Gold Current Account will I be charged for both?

No, you will only be charged £7.99 per month.

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6. What can we do on NetMaster?

NetMaster gives you control of your Gold/Business Gold account. You can amend/update/cancel your standing orders and bill payments and cancel direct debits. You will continue to receive statements each month. You are also able to view and print a six-month transaction history. Account summary will also detail investment accounts you hold that have been enabled for NetMaster and funds can be transferred to and from accounts specifically set up for this purpose (excluding postal and mortgage accounts).

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7. Is there any backup in case of problems?

Our Internet Services Helpline is available 8.00am – 8.00pm Monday to Friday and 9.00am – 5.00pm Saturdays. The team will be happy to assist you with any queries.
TELEPHONE: Peterborough (01733) 372299
FAX: Peterborough (01733) 372298

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8. How secure is the service?

The Society has taken the security aspect of this service very seriously. Each customer is issued with a Customer Number and a 10 character NetMaster Password that must not be disclosed to anyone. Additional security is provided via an automatic lockout following a period of inactivity (5 minutes) and also after 3 failed attempts to access NetMaster.

In addition, sophisticated encryption technology is used which scrambles the data to help safeguard confidentiality.

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9. What happens if NetMaster locks me out?

You must contact our Internet Services Helpline who will verify your identity using the Helpline Password (this will have been completed on the NetMaster Application form) before unlocking the system. However, if you cannot remember your NetMaster password then Internet Services will issue a new one, which will be sent immediately by first class post.

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10. I’ve got an Apple Macintosh; can I use it to access NetMaster?

If you use a MAC you may be able to access NetMaster. However, the NetMaster service has not been designed for use with a MAC and the Internet Services team are not able to support this.

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11. What do I need to do to transfer from my existing bank to use NetMaster?

First of all you will need to open a Gold/Business Gold Account. Once you have been accepted and completed the NetMaster application form you will receive your Customer Number, User Guide and Password to allow you to access NetMaster.

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12. When will I be able to use NetMaster?

You can access the service 24 hours a day, 365 days a year. However, there may be times when we need to switch off certain services for maintenance, these periods are usually brief and you should try again a little later.

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13. Can I transfer funds into my mortgage account?

No. Funds can only be transferred between investment and banking accounts.

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14. If accepted for NetMaster will all my accounts show on the Account Summary when I access NetMaster for the first time?

Yes. Providing you have specified on the NetMaster application form that you require all accounts with the Society to be enabled.

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15. When am I able to transfer funds across to my Gold/Business Gold Account, ensuring a payment is made from my account the same day/following day (i.e. cheques or direct debits?

A transfer must be performed by 7.00pm the same day a standing order or bill payment is due to be paid from your account. If a direct debit is due to be debited from your account the following day, a transfer must be performed by 7.00pm the previous working day.

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16. If I access the NetMaster Service but don’t use it for a while, what happens?

The NetMaster system will automatically lockout after a period of 5 minutes if not in use for security reasons.

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17. If I no longer require the NetMaster Service what do I do?

You may withdraw from the NetMaster service at any time by giving written notice to the Society. You will be liable for all charges and fees relating to the Service up to the date of the receipt of your written notice.

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18. Is there a minimum and maximum amount that I can transfer when performing a transaction?

The minimum transaction amount is 1p and the maximum transaction is £10,000.00.

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19. If I have a banking query rather than a query regarding the system, who should I contact in the first instance?

The Internet Services Helpline staff are able to answer most queries regarding transactions on your account (i.e. suspended cheques, cheque book orders etc).

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20. How do I clear my cache?

To clear the cache in Netscape Navigator 4.0:

Edit
Preferences
Advances
Cache
Clear Memory Cache
Confirm OK
OK

To clear the cache in Internet Explorer 4.0:

View
Internet Options
Delete Files
Confirm OK
Clear History
Confirm YES
OK

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21. How do Bill Payments work?

A bill payment is a method of paying a bill directly to the company via a bank transfer. In order to set up a bill payment you will need to contact the Society to request a form for details of the company’s bank account number, sort code and reference.

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22. What do you mean in the User Guide when you advise that the customer needs to download the latest security patches for the browser you are using?

Although the Society states the browser should be Internet Explorer 4.0 and Netscape Navigator 4.0. If you have Explorer 3.0 for example, you are able to go into the Microsoft web site and download and update your browser to 3.2 which would potentially enable you to access our service.

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23. Can I order a statement from NetMaster?

No. You will be able to view all transactions on the statement of account screen for the previous six months. Monthly statements are dispatched as normal. If you require an interim statement you will need to contact the Society and there will be a charge of £5.00.

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24. Why have adjustments been made to my banking account during the day?

This transaction will have been actioned by Banking Services Department. If a direct debit or cheque has been rejected in the morning, Banking Services Department are able to process transaction accordingly thus debiting your account later in the day.

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25. I cannot remember my Helpline Password?

Contact Internet Services Helpline. They will forward a telephone enquiry password card for your completion. Return the completed card to Internet Services Helpline who will enable your new password.

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26. I have transferred funds incorrectly?

The funds transfer procedure needs to be reversed. If funds have been transferred into an account incorrectly you can transfer the funds out again into the correct account. Please note if you are not named on the account the funds have been credited to you cannot withdraw the funds.

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27. There are three or more partners in my company. Can they all use NetMaster?

Yes. All applicants need to complete the NetMaster application form and will all receive a unique customer number and password.

Please note that authorised signatories on the account which are not applying to use the service at this time will have the Business Gold Account made available to them should they apply to NetMaster for personal banking.

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28. I have made an error using NetMaster can I correct it?

Yes. Most instructions processed on NetMaster can be amended by the user. If you have any queries our Internet Services Helpline will be happy to assist.


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