What is Maestro?

Maestro is MasterCard Worldwide's lead debit brand and offers over 540 million cardholders highly secure and convenient access to their current accounts in over 100 countries across the world.

Why use Maestro?

Here are just some of the benefits it brings you.

• Over 960,000 places in the UK accept Maestro - on the high street, over the phone and online.
• Since it is accepted in a wide number of places, Maestro saves you the hassle and worry of carrying lots of cash.
• Using Maestro is quicker and simpler than writing cheques.
• There's no bill to pay at the end of the month - the money is debited from your bank account a day or so after the transaction.
• Having Maestro means you can use your card abroad, as well as at home, to pay for all sorts of things and get cash from ATMs.
• Being able to use Maestro abroad means you don't have to worry about taking large amounts of currency with you when you go abroad (there are charges for using your card overseas).
• You should check that your Maestro card will work in the country to which you are travelling beforehand

What is Chip and PIN?

Chip and PIN is a more secure way to pay with your debit card in the UK. It is an industry wide initiative to tackle increased Card Fraud. Instead of using your signature to verify payments, you enter a four-digit Personal Identification Number (PIN) known only to you.

How do I verify payments?

Your Debit Card Transactions are verified by entering your four-digit Personal Identification Number on a PIN Pad at the checkout.

You still need to sign the reverse of your card, as the signature is still used for verification in certain situations eg. travelling abroad, where retailer has not upgraded to Chip and PIN or for use as a cheque guarantee card.

A signature is not required unless the retailer has yet to implement Chip technology.

If travelling abroad, you can still use your card in the normal manner. However, where a country has implemented Chip and PIN you are required to enter your PIN so it is important to memorise it.

You are not required to disclose your four-digit PIN when ordering goods by Mail Order.

Why have we moved towards Chip based cards?

• The Cards industry in Europe, both debit and credit, have moved towards chip-based cards primarily as a strategic antifraud platform.
• The Banking Industry as a whole has committed to making this change, and the UK Cards Association at industry level is driving this.
• France has been using Chip and PIN for some time and Fraud has been reduced by around 80%.

What are the benefits of Chip and PIN?

• The Chip makes it harder and more expensive to copy the card, so counterfeit fraud becomes significantly more difficult.
• You should be the only person who knows the PIN, making it almost impossible for anyone else to use your card.

Is the Chip secure?

• BOI stores only the necessary amount of information on the Chip.
• The Chip is secure for the information that is being held. If, at a future stage, additional information is to be stored the Chip will be upgraded as necessary.

How does Chip and PIN work?

• Chip and PIN means simply entering your PIN into a hand sized keypad when you use your card for face-to-face transactions. You use the same PIN for making purchases in Department Stores, Restaurants, and Petrol Stations etc, as you would use for ATM transactions.
• You hand your card to the Sales Assistant in the normal manner who inserts the Card into the PIN Pad device (you may be asked to enter the card yourself on occasions)
• The amount of your purchase should appear on the screen.
• After checking the amount, enter your PIN discreetly.
• The Sales Assistant gives you sufficient time to enter your PIN and should afford you the privacy to do so.
• You are given a receipt for your purchase.
• The Chip on your card contains the same information as the magnetic stripe used to hold, so you are still able to use your card in shops without PIN pads where that Merchant has not yet implemented the Chip and PIN technology.
• Your PIN is not required for purchases made over the phone or via the Internet.

Are all PIN Pad devices the same?

• There are a variety of PIN terminals in different types of Retail outlets to accommodate customers.
• Some have a separate PIN pad attached to the till.
• Others have the PIN pad built into the shop counter.
• In restaurants the PIN pad is sometimes wireless so that you can pay whilst sitting at the table.

Do I always have to enter my PIN to approve a transaction?

• Not all retailers have Chip and PIN devices so you may be requested to sign the receipt. The retailer could experience a technical fault with the PIN pad and in this case you may also be requested to sign the receipt.

What happens if I get my PIN wrong or forget it?

• You have 3 attempts to get your PIN correct in retailers. If you get it wrong 3 times it "locks" your card.
• If you remember your PIN you can unlock it by visiting an ATM and choosing the PIN unlock option.
• If you cannot remember your PIN and therefore cannot unlock it, you need to call B365 who can re-issue you with the original PIN.

Are people able to see me entering my PIN?

• PIN pads should have a shield around them so that your PIN can be entered discreetly. If not, shield the PIN pad yourself with your hand. You should always take care when entering your PIN, even at an ATM.
• Never disclose your PIN to anyone.
• If at any time you feel someone may have seen you input your PIN or knows your PIN, you can change it at an ATM to another number that suits you.

Internet purchases/ phone purchases - do I need to use my PIN?

• A PIN is not required for internet or phone transactions or any transaction where the card is not present.
• At no stage should you divulge your PIN either over the phone or internet as this will compromise the security of the card.

If I travel abroad, how does Chip and PIN affect me?

• Where that country has PIN devices, you need to enter your PIN if you have a Chip and PIN card. Otherwise, you must sign the receipt.

If you still have any queries in relation to Chip & Pin, please contact our Customer Service Team on 0845 161 0020

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