Scottish Widows Digital services agreement

Terms & Conditions

This Scottish Widows Digital Services (or “Digital Services”) Agreement is made up of terms and conditions for:

  • The Scottish Widows App, or “App”
  • Scottish Widows Online Services or “Online Services”, and 
  • Our Additional Services.

You can access this Agreement at any time in your Digital Services profile and settings.

Download a printable version of our new terms (PDF, 2MB)

In this agreement:

  • “you” are an individual who’s registered for the Scottish Widows Digital Services. 
  • “we” or "Scottish Widows" means Scottish Widows Administration Services Limited. 
  • “product” can mean any product or service you access through our Digital Services.
  • the “Scottish Widows App” or “App” is a mobile software application.
  • “Online Services” refers to services that you access through https://personal.secure.scottishwidows.co.uk/login
  • “Additional Services” are any services that we make available through our App and Online Services. They include things like our Account Connection Service (“Connection Service”).

If there are any inconsistencies between the terms and conditions included in this Agreement, the Additional Services terms and conditions will apply.

This Agreement doesn’t change any of the terms and conditions that relate to the products you access through the Digital Services, unless we tell you otherwise. 

Separate agreements apply to the use of third-party websites and Scottish Widows does not warrant the accuracy, reliability, availability or otherwise of these sites.

Scottish Widows owns the trademarks, copyright and any other intellectual property rights to the Scottish Widows Digital Services. This includes any information about how we provide these Digital Services.

 

What you can see in our Digital Services

Digital Services are where you can get online access to some products you hold with Scottish Widows companies. We may also provide access to products you hold with other Lloyds Banking Group companies, and from third-party companies.

If you have or use products and services provided, arranged, or introduced by other Lloyds Banking Group companies, we may provide or offer access to information on some or all of these products and services. 

Companies within the Lloyds Banking Group may use our Digital Services to provide a product or service to you. Where one of these other Lloyds Banking Group entities is using our Digital Services to provide you with a product or service, we’ll let you know. From time to time, there may be third-party products and services made available to you through our Digital Services.

If you’re a member of an Occupational Pension Scheme (including the Scottish Widows Master Trust), we may show you information about your pension if your scheme trustees have allowed us to do so.

 

What is the Scottish Widows App?

The Scottish Widows App is a mobile software application and the information, content, and services we provide in it.

This may include information about products held with other companies, such as those accessed by the Connection Service described at the start of this Agreement.

You can use our App on most iOS and Android devices. We may prevent access to our services if you use a device or operating system that can’t support the latest version of the App.

 

What are Online Services?

Our Online Services are the information, content, and services we provide online, both today and in the future. You access these through https://personal.secure.scottishwidows.co.uk/login

 

What are Additional Services?

“Additional Services” includes things like our Account Connection Service (“Connection Service”). 

The legal entities listed below will provide all services within the Digital Services, except where you’re accessing the Connection Service through Open Banking. In this scenario, Scottish Widows provides the service as agent for Lloyds Bank plc.

 

Legal, privacy and cookies

To find out how we use your personal information and cookies, read the Scottish Widows legal, privacy and cookie policy. You may also find more product-specific terms and privacy notices in the “Profile and settings” sections of our Digital Services.

 

Your use of our Digital Services

As access to the Digital Services is for you and you only, you must not let any other person use your username or password.

Scottish Widows won’t accept responsibility for any unauthorised use of your username, password or other security details if you haven’t kept your security information safe.

You must notify Scottish Widows immediately if you think an unauthorised person has used your security details to access our Digital Services. Once notified, we can’t guarantee that we can prevent future unauthorised access.

We reserve the right to deactivate your access to our Digital Services if:

  • You haven’t complied with this Agreement, or the terms and conditions of any product you see in our Digital Services; or 
  • We’re required to do so by law, regulation, or by a government body
  • You haven’t used these Digital Services for 90 days. 

If your Digital Services are deactivated, you may need to re-register.

 

Viewing account information

Where we display information about your products, some of it may not be up-to-date information. You should check with us, or the relevant product provider, for an update.

 

Accessing the Additional Services

We may provide some Additional Services to you through the App or Online Services. Others you may need to activate. 

 

Using our Digital Services abroad

If you want to use our Digital Services while you’re residing or travelling outside the UK, Channel Islands, and Isle of Man, you need to find out if it’s lawful to do so in that country.

You’re responsible for complying with local laws. If you do not comply with local laws, we’re not responsible for any loss that results, and we may remove your access to our Digital Services.

 

Joint products

Where a product is jointly owned, each person must register separately for our Digital Services.

In some scenarios, you may not be able to give us instructions without permission from any joint product holder.

 

Charges

We don’t charge you to use our Digital Services. Contact your network operator or internet provider if you have a query about their service charges.

If you use our Digital Services to transact, any charges will be made under your relevant product agreement, not this one. This is explained in the information we give you about the product.

 

Instructions

Our Digital Services are personal to you. If you use them to give us an instruction, such as switching to another investment fund, we will treat the request as if it has come from you. 

We can only process your instruction if it adheres to product terms and conditions, legislation or, where appropriate, pension scheme rules. 

Scottish Widows is only liable if, through our own negligence, we either:

  • Don’t carry out an instruction you send us through our Digital Services, or 
  • Haven’t received your instruction.

 

Security

We’ll ask you to confirm your identity when you log in and before we accept certain instructions you give us through our Digital Services. We may also rely on some of the security functions on the devices you use when you access Digital Services, such as location data and biometric tools. From time to time, we may apply additional security checks to help confirm your identity. 

As a minimum, you must enable and update your device's password. We may also use in-built security features, such as biometrics, to allow you to access the App. 

We may use software and other technology to help us identify you, and to detect viruses or malicious software (malware) on the computer or device you use to access our Digital Services. If we detect these things, we may suspend, restrict or block your access to Digital Services or the use of your security details. If this happens, you may not be able to access some or all of our Digital Services again until you’ve removed the viruses or malware. If we tell you that you should use new security details to access your accounts, you must do so. 

You must always keep your security details secure and not share them with anyone, including any joint account holders. You must also ensure that only your biometric information (such as your fingerprint when using Touch ID) is registered on any devices you use to access Digital Services. We’ll never phone, text or email you asking for your password or memorable information. 

 

How you can end this Agreement

You may end this agreement at any time without explanation or charge by calling us.

 

How we can end or change this Agreement

Provided we tell you in advance, we can:

  1. Change any of our Digital Services terms and conditions or withdraw a service.
  2. End this Agreement.

The notice period will start from the date we tell you we’ve delivered the notice to you.

We may send this notice to you by email, digital inbox, in-app notification or mail. 

We can make a change for reasons set out below:

  • We’re required to following a change to the law, regulations, or industry guidance or standards.
  • A court’s, ombudsman’s or other binding decision.
  • A change we make to our Digital Services, such as new technologies, systems or business processes.
  • To do something that benefits you, such as improve a service.
  • A change in the cost where it is no longer commercially viable to offer a feature included as part of our Digital Services.
  • Other changes that, in our opinion, are reasonable and that we can’t foresee. 

We’ll always act reasonably and won't go beyond what we think is necessary.

If we notify you about a change you’re not happy with, you don’t have to accept it. You can end this Agreement by telling us before it 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.

 

How we'll contact you

If we need to contact you about our Digital Services, we’ll do so in any way that’s personal to you. This may include in-app notifications, email, SMS, post, online notifications, digital inbox, webchat or another appropriate messaging service. Once we’ve sent you a message, we’ll assume you’ve received it.

You must tell us if your personal or contact details change, including your email addresses, mobile phone numbers or other details. If you don’t tell us, we won’t be responsible if we can’t contact you, or we use outdated details to send you information.

All the information we give you, and all communications between you and us, will be in English.

 

How to find our contact details

Information about our contact details can be found in our Digital Services, on our website and in letters we’ve sent you.

 

Complaints

If you are unhappy about any aspect of this service, please contact us using the details we give you in our Digital Services.

We’ll send you a written acknowledgement within five business days and keep you informed of our progress until your complaint has been resolved. We’ll do everything we can to sort out the problem.

If your complaint isn’t resolved at this point, you may be entitled to refer your complaint to the Financial Ombudsman using the contact details below:

 

Law applying to this Agreement

This Agreement is governed by English law. The courts of that jurisdiction will also be able to deal with any legal questions connected with this Agreement.

 

Additional services

Our Account Connection Service (“Connection Service”)

Our Connection Service allows you to securely connect products you have with other financial providers to our Digital Services.

When you use this Connection Service, we may analyse your account information to give you a clearer picture of your finances in a single place.

 

How does this Connection Service work?

If you use this Connection Service to connect an account that’s covered by payment service regulations, such as a credit card, a current or savings account, you agree that Scottish Widows, as agent for Lloyds Bank plc, can contact your payment service provider to access your account information through Open Banking. We then show your product information in our Digital Services.

We access your online payment accounts with other banks and payment service providers by using a dedicated interface (such as an application programming interface) set up by the payment service provider.

To connect other types of products (for example, pensions or investments held outside of Scottish Widows), you need to share your login details so we can use third-party providers’ technology to access your product information. 

We store and use any login details to connect to your products with other providers. We only ever ask you to give your other provider’s account login details when you’re logged securely into the Digital Services.

 

Using the Connection Service

To use this service, you give explicit consent:

  • to Scottish Widows, as agent for Lloyds Bank plc through Open Banking, to contact the providers of some credit cards, current and savings products you link to the Connection Service. This allows us to access and use the account information relating to those accounts.
  • to Scottish Widows to contact the providers of any other products you link to the Connection Service. This allows us to access and use the account information about those accounts.

Where necessary to provide the Connection Service, we’ll engage trusted third parties to access your products with other product providers. We’ll ensure that any of your data shared with third parties is always secure.

 

What happens if something goes wrong when using the Connection Service?

We’ll be liable for any loss or damage you suffer because we’ve:

  • Breached these Connection Service terms.
  • Did not meet our legal obligation to protect your information and keep it secure, or
  • Not met an obligation that can’t be limited or excluded as a matter of law.

We’re not liable for any loss or damage arising from your use of the Connection Service, where another of your payment service providers and product providers are responsible for that loss or damage.

We’re also not liable for any loss or damage that is the result of unauthorised access to the Connection Service, or any of your accounts, if:

  • You fail to protect your security details, or any device used to access the service. This is either intentionally or through your negligence.

  • You don’t notify us when you become aware of someone with unauthorised access to our Digital Services.
  • You act fraudulently.

If you suspect that any information shown about your other providers’ accounts is incorrect when shown in our Connection Service, you must contact your other provider.

 

Removing the Connection Service

You can disconnect an account or this whole service at any time in the Digital Services. Any account data you’ve shared is then deleted. 

Where you have connected an account through Open Banking, you may be asked to reconnect every 90 days.

 

Legal entities

Scottish Widows Administration Services Limited, Company No 01132760. Registered office in the United Kingdom at 25 Gresham Street, London, EC2V 7HN. Authorised and regulated by the Financial Conduct Authority, register no. 139398.

Scottish Widows Limited, Registered in England and Wales No. 3196171. Registered office in the United Kingdom at 25 Gresham Street, London EC2V 7HN. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Financial Services Register number 181655.

Lloyds Bank plc. Registered Office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales no. 2065. Lloyds Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 119278. We adhere to The Standards of Lending Practice which are monitored and enforced by the LSB: www.lendingstandardsboard.org.uk