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Internet Banking

Terms and conditions for personal customers

Conditions for use of Scottish Widows Bank Internet Banking by customers of Scottish Widows Bank plc.
Please read these carefully.

Please read this agreement carefully before applying. Your use of Internet Banking will indicate your acceptance of the terms in this agreement.

This agreement replaces any earlier conditions about Internet Banking. The accounts and products you may be accessing through Internet Banking have their own terms and conditions. These conditions supplement the general conditions of the Customer Agreement and any additional conditions specific to the relevant account or product you may be accessing. In the event of any inconsistency between these conditions and the general conditions of the Customer Agreement and/or the additional conditions, these terms will apply in relation to Internet Banking.

Internet Banking supports most modern browsers including Microsoft Internet Explorer, Chrome and Firefox. Other browsers may also be compatible. Please contact your Internet Service Provider if the browser version you use requires upgrading.

In this agreement:

  • ‘You’ are the customer who has registered for Internet Banking.
  • ‘We’ are Scottish Widows Bank plc for customers accessing personal accounts held in the UK.

What is Internet Banking?

Internet Banking is our online service where you can access most of your personal accounts using a computer, or other device, through your browser.

Please read our privacy notice. It explains how we will use your personal information and gives details about how we use cookies.

1. This agreement

1.1 This agreement applies to your use of Internet Banking.

1.2 Unless we tell you otherwise, this agreement does not change any of the terms and conditions that relate to the accounts that you access through Internet Banking. The accounts you may be accessing through Internet Banking have their own terms and conditions. However, if we tell you that any of this agreement’s terms apply to an account you use but it conflicts with a term in your account terms and conditions, the term in this agreement will apply.

2. Charges

2.1 We do not charge you to use Internet Banking but your network operator or internet provider may charge you for using the internet.

2.2 Any charges that apply for making transactions using Internet Banking will be made under your relevant account agreement, not this agreement. This is explained in the information we give you about the account.

3. Using Internet Banking abroad

3.1 You should be able to view information or perform transactions on your personal accounts if you use Internet Banking in a country outside the UK.

3.2 If you want to use Internet Banking in a country outside the UK, you are responsible for finding out whether it is lawful to do so in that country. You are responsible for complying with its local laws. We are not responsible for any losses that result if you break local laws.

4. Joint accounts

4.1 You can use Internet Banking to access any joint accounts you have. You may be able to give us instructions independently for Internet Banking.

4.2 You must each register independently for Internet Banking.

5. Security

5.1 We may ask you to confirm your identity before we accept certain instructions you give us through Internet Banking. For example, we may ask you to enter some of your security details on the screen when you give us an instruction, or we may call to check that it is you.

As proof of your instruction, we may also use some of the security functions on the devices you use to access Internet Banking. You must always keep your security details secure, for example, by making sure only you can authorise payments through your devices. We will never ask you to tell us your full password, PIN or Customer ID via email, text or on the telephone.

5.2 We may use software and other technology to detect viruses or malicious software on the computer or device you use to access Internet Banking. If we detect these, we may suspend, restrict or block your access to Internet Banking or the use of your security details. If this happens you may not be able to access some or all of our Internet Banking services again from that device until you have removed the virus or malicious software.

5.3 We may tell you that we need you to use new security details to access your accounts. This could be for security reasons or if we have suspended, restricted or blocked your access to Internet Banking.

5.4 You should not share your security details with any other person including anyone you hold a joint account with. If you use an aggregation service we do not provide, we will not treat you as breaking your security obligations as long as you do not give your security details to the aggregation service provider. (An aggregation service enables you to view, in one place, information about accounts with different banks.)

5.5 If you think that your security details are known to someone else, you must change them as soon as possible. If this is not possible, you must notify us by calling our Customer Service Team as soon as possible using the details in the ‘Other information’ section of this agreement. We will suspend Internet Banking until your new security details have been activated.

6. Access to Internet Banking

Please note: Not all Internet Banking services are available 24 hours a day, 7 days a week.

6.1 You can usually use Internet Banking at all times but occasionally repairs, updates and maintenance on our systems may mean that some or all of our services are not available or may be slow for a short time.

6.2 We will not be liable to you if you suffer losses in such circumstances. This is because you should be able to give us instructions by other means, for example, by calling us.

6.3 You must not let anyone else operate Internet Banking for you. Internet Banking cannot be accessed or operated using a Power of Attorney or Third Party Mandate or by a Guarantor. Other instruction channels are available.

6.4 You must follow the security rules. You can view this information by clicking the ‘Security’ footer at the bottom of each Internet Banking screen.

6.5 If you think there are unauthorised transactions, you must notify us by calling our Customer Service Team as soon as possible.

6.6 If you need to contact us, please use the details in ‘Other information’.

6.7 We may suspend, restrict or stop your use of Internet Banking, or the use of your security details, if we reasonably think this is necessary because, for example:

  1. the security of your account or Internet Banking is at risk;
  2. we suspect unauthorised or fraudulent use of your login details or Internet Banking;
  3. a device is being used that we do not recognise or seems to have been modified or is being used in an unusual way;
  4. we must comply with a legal or regulatory requirement;
  5. you have knowingly given us false information about yourself or the other account holder;
  6. a systems failure has occurred;
  7. a third party has failed to supply services;
  8. there is another reason beyond our reasonable control; or
  9. this agreement ends.

6.8 We may prevent access to Internet Banking if you are using an outdated browser. Internet Banking functionality may also be affected by your browser settings. You can restore your access by updating to the latest version of the browser or by reinstating settings that have been disabled.

6.9 We may also de-register you or suspend your use of Internet Banking or security details if you have not used them for 12 months.

6.10 We may end or suspend your use of Internet Banking. We will usually give you 60 days’ notice in writing. We may give you less or no notice if we consider it reasonably necessary, for example because of security concerns or because of breaches of banking arrangements with us.

7. Carrying out your instructions

7.1 When using Internet Banking, the minimum withdrawal you can make is £10. The maximum daily limit for Internet Banking withdrawals is £25,000. This limit may change from time to time. Larger withdrawals can be arranged by contacting our Customer Service Team.

7.2 We will act on instructions using your security details without getting further confirmation from you.

7.3 Once you have given an instruction you cannot cancel it. If you wish to do so, please contact our Customer Service Team.

7.4 If you need to contact us, please use the details in ‘Other information’.

7.5 We need not accept a conditional or reversible instruction.

7.6 A transaction may not always be processed as soon as you give the instruction for it. Also, some instructions can only be processed during the working day even though Internet Banking may be operational longer.

8. How you can end this agreement

8.1 You may end this agreement at any time without explanation or charge by calling our Customer Service Team, using the details in ‘Other information’.

9. How we can end or change this agreement

9.1 We will notify you of changes in writing. Provided we give you at least 60 days’ notice, we can:

  1. change any of these terms or conditions, including introducing or changing charges, and
  2. end this agreement.

9.2 We can make a change for a reason set out below. If we do, the change we make will be a reasonable and proportionate response to a change that is affecting us or we reasonably think will affect us.

Types of changes

  • A change in regulatory requirements – in other words, our regulator is making changes we must apply.
  • To reflect changes in Internet Banking available to you.
  • To do something that is to your advantage.
  • A change in the cost of providing Internet Banking.
  • Any other change that affects us if it is fair to pass on its impact to you.

9.3 We may make changes for any other reason we cannot predict.

9.4 If you do not want to accept a change we tell you about in advance, you can end this agreement before the change comes into effect. You can also end this agreement at any time after we make the change but the change will apply to you until you do.

9.5 Ending your use of Internet Banking will not affect instructions which you have already given.

10. How we will contact you

10.1 If we need to contact you about Internet Banking we will normally write to you.

10.2 We may also communicate with you in any other way that is personal to you. This may include email.

10.3 You must tell us if your name or contact details change. If you do not tell us, we will not be responsible if we cannot contact you or use outdated contact details to send you information.

11. How you can contact us

11.1 You can get in touch with us by calling us. Our telephone number is available within Internet Banking, on the website and in the ‘Other information’ section of this agreement.

12. Complaints

12.1 If you have a complaint, please contact us using the details available within Internet Banking, on the website and in the ‘Other information’ section of this agreement. We will send you a written acknowledgement within five business days and will keep you informed of our progress until your complaint has been resolved. We will do everything we can to sort the problem.

12.2 If we are still unable to reach an agreement with you to settle your complaint, we’ll write to you with a ‘final response’. If we have not issued our final response within eight weeks from the date you first raised your complaint, or if you are dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review free of charge.

The Financial Ombudsman Service will only consider your complaint once you have tried to resolve it with us, so please take up your concerns with us first and we will do all we can to help.

You can refer your complaint to the Financial Ombudsman Service by writing to them at: Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Tel: 0800 023 4567 or 0300 123 9123
Website: www.financial-ombudsman.org.uk

12.3 You may be able to submit a claim through the European Online Dispute Resolution Platform (available at ec.europa.eu/consumers/odr) if you live outside the United Kingdom or if you prefer not to deal directly with the Financial Ombudsman Service.

13. Other information

13.1 All the information we give you and all communication between you and us will be in English.

13.2 We may choose not to enforce or rely on one or more of these terms and conditions at any time, but we reserve the right to start applying them at any time.

13.3 Calls may be monitored and recorded in case we need to check we have carried out instructions correctly and to help us improve our quality of service.

13.4 You can write to us at:
Customer Service Team,
Scottish Widows Bank plc, PO Box 12757,
67 Morrison Street, Edinburgh EH3 8YJ

Copies of our literature can be provided in large print or in Braille and additional assistance is available to any customer upon request. If you have any special requirements please contact our Customer Service Team on 0345 845 0829. Customers with hearing impairment may choose to make use of Next Generation Text Relay (NGT) (previously known as Text relay, TextDirect and Typetalk) on 0345 732 3436 (lines are open seven days a week, 9am to 5.30pm). For more information visit the NGT Relay website www.ngts.org.uk.

14. Law applying to this agreement

This agreement is governed by the law that applies to the account you are accessing through Internet Banking (for example, if Scottish or English law applies to your account, the same law will apply to your use of Internet Banking). For account holders who are not resident in England and Wales, Scotland or Northern Ireland, the law of Scotland will apply. The courts of that jurisdiction will also be able to deal with any legal questions connected with this agreement.

15. Legal information

Scottish Widows Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 20161. Authorisation can be checked on the Financial Services Register at www.fca.org.uk Eligible deposits with us are protected by the Financial Services Compensation Scheme. We are covered by the Financial Ombudsman Service.

Scottish Widows Bank plc has its registered office at PO Box 12757,
67 Morrison Street, Edinburgh, EH3 8YJ. Registered in Scotland, no. 154554.