The agreement, in plain English

1. Who we are

Nordhaven Bank plc is registered in England and Wales, authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the PRA under reference 774213.

2. Opening an account

You must be 18 or over and resident in a market we serve. We verify your identity before opening an account and may ask for further information at any time to meet our legal obligations. We may decline an application, and where the law allows we will tell you why.

3. Using your account

• Keep your passkeys and devices secure and tell us immediately if one is compromised.
• Payment instructions are executed once authenticated; a 60-second recall window applies to outbound instant payments.
• We may refuse or delay a payment where we reasonably suspect fraud, or where doing so is required by law.
• We do not offer unarranged overdrafts. Payments beyond your available balance are declined at no cost.

4. Fees and interest

All fees are published on the relevant product page and in the app. We give at least 60 days' notice of any increase in a fee or reduction in a savings rate, and you may close the account without charge during that period.

5. Liability

We are liable for unauthorised payments unless you acted fraudulently or with gross negligence. Where you are the victim of an authorised push payment scam and took reasonable care, we reimburse you within five working days. We are not liable for losses we could not reasonably have foreseen.

6. Deposit protection

Eligible deposits are protected up to £85,000 per depositor by the Financial Services Compensation Scheme, or £170,000 for joint accounts. An information sheet is provided at opening and annually thereafter.

7. Complaints

Tell any colleague or email complaints@nordhavenbank.example. We acknowledge within one working day. If you remain dissatisfied after eight weeks, you may refer the complaint free of charge to the Financial Ombudsman Service.

8. Ending the agreement

You may close your account at any time, with no fee, and we will return your balance within one working day. We may close an account by giving you two months' notice, or immediately where we are legally required to or where the account is used unlawfully.

9. Changes to these terms

We give 60 days' notice of any change that is not clearly to your benefit. Beneficial changes may be applied immediately, and we will tell you when they are.

10. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have non-exclusive jurisdiction. Nothing here removes rights you have under consumer law.