Internet Banking Terms and Conditions
- Introduction
- Definitions
- The Internet Banking Service: Eligibility and Scope
- Access to the Internet Banking Service
- Instructions
- Security
- Liability
- Telephone Facility
- Encryption: Use of the Internet Banking Service outside the UK
- Termination of the Service
- Changes to these Terms and Conditions
- Complaints
- Consumer Protection
- General
1. Introduction
This document contains the Terms and Conditions applicable to Our Service. These Terms and Conditions supplement and form a part of Your Account Terms and together, form the Agreement between You and Us regarding Your use of the Service (as defined below).
If there is any conflict between these Terms and Conditions and Your Account Terms in respect of Your use of the Service, these Terms and Conditions shall prevail. If there is any conflict between these Terms and Conditions and Your Account Terms in respect of other aspects of Your Account, Your Account Terms will prevail.
To access the Internet Banking Service You must use Our Website. Our Website Conditions of Use contain terms and conditions which will apply to Your use of Our Website when accessing the Internet Banking Service in addition to these Terms and Conditions. If there is any conflict between these Terms and Conditions or Your Account Terms and Our Website Conditions of Use in respect of Your use of the Internet Banking Service, these Terms and Conditions shall prevail.
If You are not happy with the Service, within 14 days of registering for the Service, You may cancel it without charge. You should read this document carefully, print it and keep it in a safe place as You may want to refer to it in the future although You can request all appropriate information in relation to the Service at any time upon request.
The Condition entitled "Changes to these Terms and Conditions" (Condition 11) explains how We may change these Terms and Conditions, Your rights and how We will notify You.
The Condition entitled "Security" (Condition 6) explains how You must take care to protect the security of Your Accounts and this Condition is supplemental to the Security provisions contained in Your Account Terms. If You do not protect Your Accounts You may be held responsible for losses as described in the Condition entitled "Liability" (Condition 7) and this Condition is supplemental to the provisions dealing with ‘Liability’ in Your Account Terms.
The Condition entitled "Encryption" (Condition 9) explains that in some countries outside the UK, the use of the Internet Banking Service may be illegal due to the high level of encryption the service uses.
When You register for the Service (see Condition 4.1 below) You will be asked to accept and agree to abide by these Terms and Conditions. In any event, Your use of the Service will indicate Your acceptance of these Terms and Conditions.
2. Definitions
In these Terms and Conditions:
"Account" or "Accounts" means any open account(s) that You hold with Us (including any such account which You hold jointly with somebody else) and which We allow You to register once using the Internet Banking Service.
"Account Terms" means the Terms and Conditions applicable to Your Account;
"Agreement" means the agreement You enter into with Us which comprises these Terms and Conditions, Your Account Terms and the Website Conditions of Use;
"Conditions" mean these Terms and Conditions as amended from time to time;
"Customer ID" means the unique customer identification number We give You when You first register for the Internet Banking Service;
"Customer PIN" means any Personal Identification Number that We give You for use with either the Internet Banking Service or Telephone Banking in connection with any of Your Accounts, and includes any variation;
"Helpline" means a telephone helpdesk service We provide to assist You with the Service, details of which can be found within the Online Help Facility at https://www.mybank.alliance-leicester.co.uk" , select Contact Us" from the left hand menu;
"Instruction" means any request or instruction which is given to Us through the Internet Banking Service using Your Security Details (see Condition 3.3 below for an explanation of what type of request/instruction may be given through the Internet Banking Service);
"Internet Banking Service" or “Service” means the Internet Banking Service described in these Terms and Conditions which We provide to enable You to access information and give Us Instructions relating to Your Account by logging on at Our Website and includes any additional facility We add to the Internet Banking Service from time to time in accordance with these Terms and Conditions;
"Online Help Facility" means the online help facility which can be found at https://www.mybank.alliance-leicester.co.uk;
"Security Details" means:
- the initial Customer PIN which We give You; and
- the Customer PIN, other than the initial Customer PIN; and
- a password which You set up;
- any item of memorable information which We ask You to confirm (that is, place of birth, memorable name, memorable place /address and memorable date); and
- any other security requirements which We may notify to You;
"Telephone Banking Service" is a service that lets You use the telephone to make payments from Your Account, get information, arrange other transactions and give Us instructions relating to Your Account;
"We", "Our" and "Us" means Alliance & Leicester plc;
"Website" means Our Website at www.alliance-leicester.co.uk or https://www.mybank.alliance-leicester.co.uk;
"Website Conditions of Use" means the Conditions of Use which govern the use of Our Website, which can be found at www.alliance-leicester.co.uk;
"Working Day" means any day apart from a Saturday, a Sunday or a bank holiday in any part of the United Kingdom;
"You" and "Your" means the person who registers for the Service;
"Your Equipment" means all such compatible equipment, software and communications lines (including any public communication lines) required by You to properly access the Internet Banking Service.
3. The Internet Banking Service: Eligibility and Scope
3.1 To use the Internet Banking Service You must hold at least one Account and have registered to use the Internet Banking Service in the manner described in Condition 4.1 below.
3.2 The Service is not available to anyone who is not a resident of the U.K.
3.3 The Internet Banking Service allows You to:
3.3.1 obtain information relating to the balance and transactions on Your Account;
3.3.2 instruct Us to transfer money to and from Your Account, please refer to the Online Help Facility for more information; and
3.3.3 use such other facilities as We may from time to time make available through the Internet Banking Service.
3.4 The Service may also offer various online services to its users. Such services may include targeted offers, online calculators, online application forms, product information, interest rates, email, chat rooms, instant messaging, text messaging, bulletin boards, and calendar facilities.
3.5 We may make operational changes to and alter the facilities and services available under the Service at any time. We will notify You of material changes by placing a message on Our Website. Any changes that We make to these Terms and Conditions will be in accordance with Condition 11 below.
4. Access to the Internet Banking Service
4.1 To access the Internet Banking Service You must register using the Customer ID and Customer PIN that We send You when You first become a customer. Once You have registered You will be asked to set up Your unique image and phrase combination and set a password. You will also be asked to set specific items of memorable information which will help Us to identify You.
4.2 We may change the minimum specification You require to access the Service at any time and We will always notify You of such a change by placing a message on Our Website. If a change in specification results in Your Equipment becoming incompatible with Our Website or becoming unable to perform within Our Website all of the functions previously performed, You are responsible for replacing or modifying Your Equipment so that You may properly access the Service.
4.3 You are responsible for obtaining and maintaining Your Equipment and for ensuring that it is compatible with the Service and that You are authorised to use Your Equipment where You do not own it or a third party has rights in relation to it (for example, third party software licences). We have no responsibility or liability with respect to Your Equipment.
4.4 You must pay all telephone, Internet Service Provider and other charges You incur in accessing the Internet Banking Service or Our Online Help Facility or Our Helpline. All telephone calls between Us and You may be monitored to make sure that We carry out Your instructions correctly and will be recorded for security, training and quality control purposes.
4.5 We cannot guarantee the speed with which You will be able to access and use the Service (as it will depend upon factors such as the specification of Your Equipment and the number of people using Our Website) or that You will have uninterrupted or continuous access to the Internet Banking Service.
4.6 We shall use reasonable endeavours to keep the Service free from viruses and corrupt files but due to the nature of the Service (in particular the fact that the Service uses the internet to communicate with You) We cannot guarantee that the Service is free from infection by viruses or anything else with contaminating or destructive properties. We recommend that where practicable You "virus check" information We send You through the Service. We shall not be liable for any loss or damage You suffer if Your Equipment is infected by a virus or corrupt file unless such loss or damage is the direct result of Our negligence or deliberate default.
5. Instructions
5.1 We will provide You with instructions and guidance for using the Service within Our Online Help Facility. When using the Service You must follow any instructions and adhere to any guidance We issue. We may vary Our instructions and guidance at any time. We will tell You about changes either on Our Website or by writing to You. You should always check that You are complying with Our most up to date instructions/guidance. If in doubt You should refer to Our Online Help Facility.
5.2 We will only act upon an Instruction if it has been given to Us through the Internet Banking Service using Your Security Details and Your Customer ID and We shall not be obliged to make any further enquiries to check the authenticity of an Instruction.
5.3 For security reasons, it is a condition of Your Account, that We are satisfied of Your identity. Accordingly, We will be entitled not to act on Your instructions if We are in doubt as to Your identity.
5.4 Whenever You use the Service, the use of Your Security Details authorises Us to act on any Instruction We receive and provide the service You requested and We will treat Your use of Your Security Details as Your consent to conduct any payment instructions You give using the Services. If necessary such authorisation shall allow Us to debit Your Accounts with any amounts We have paid or charges You have incurred in connection with any such Instruction, even if the Instruction has not been authorised by You. However, Your liability for transactions carried out in connection with Instructions You have not authorised will be limited in the manner described in Condition 7.2 below and in accordance with Your Account Terms.
5.5 We can delay, decline or reverse any Instruction if:
5.5.1 it involves a transaction which exceeds a particular value or other limit which applies to the Internet Banking Service.
5.5.2 We reasonably suspect that the transaction might be unlawful or might be associated with unlawful, criminal, fraudulent or terrorist activity;
5.5.3 We reasonably believe that by carrying out the transaction We might breach a legal or other duty that applies to Us. In these circumstances, We will not be liable to You if We delay or refuse to carry out any transaction ; or
5.5.4 You are in breach of any of these Conditions and/or Your Account Terms.
5.6 If We refuse to allow You to make any payment from Your Account, We will tell You:
5.6.1 that We have done so;
5.6.2 if possible, the reason why We refused; and
5.6.3 if You think We have based Our decision on mistaken information, how You can ask Us to rectify that mistake,
within three Working Days of the day We received Your withdrawal or payment request.
5.7 We will take all reasonable steps necessary to either stop, reverse or modify a transaction carried out using the Service in accordance with Your Account Terms if You ask Us to (We may ask You to confirm Your request in writing) but We cannot guarantee that We will be able to comply with Your request because the transaction may have already been processed. You must pay Our reasonable charges for this.
5.8 For unauthorised, incorrect and failed payments, please see Your Account Terms.
5.9 You must make sure that Your Instructions and any information You give to Us is accurate and complete. If You do not and You suffer a loss We shall not be liable.
5.10 We do not have to carry out transactions or comply with Instructions in any particular order.
5.11 We may place messages or directions on Our Website (including notices of changes to the Service and changes to these Terms and Conditions). You should check Our Website regularly for such messages or directions. If Your Account is internet based it is Your responsibility to ensure that You update Us on any changes to Your email address.
6. Security
6.1 Looking after Your Security Details and Your Customer ID:
6.1.1 You must:
6.1.1.1 Memorise Your Security Details and securely destroy anything containing Security Details as soon as You receive it;
6.1.1.2 Not keep any written record of the Security Details;
6.1.1.3 Keep the Security Details and Your Customer ID secret and take reasonable steps to prevent anyone else finding out the Security Details or Your Customer ID;
6.1.1.4 Not quote the Security Details when You write to Us or over the telephone unless You are providing the information to Us in response to questions We ask as part of Our security procedures for Telephone Banking. When You give any Security Details over the phone, You must make sure that You cannot be overheard.
6.1.1.5 Not disclose the Security Details in any email. We will never ask You to disclose Your Security Details by email. If We send You an email We will address it to You personally. If You receive a suspicious email please report this to suspiciousemails@alliance-leicester.co.uk;
6.1.1.6 Take care when storing or getting rid of information about Your Security Details. People who commit fraud use many methods such as "bin raiding" to get this type of information. You should take simple steps such as shredding printed material;
6.1.1.7 Not allow anyone else to use Your Security Details or Your Customer ID;
6.1.1.8 Keep any record of Your Customer ID in a safe place at all times;
6.1.1.9 Never use computer software or a computer browser facility to record Your Security Details.
6.1.1.10 Follow any advice or guidance We give You when using Our Internet Banking Service. You can visit www.banksafeonline.org.uk for useful information about protection against internet fraud.
6.1.1.11 Neither the police nor We will ever contact You to ask You to reveal Your Security Details;
6.1.1.12 Always access Our Internet Banking Service via Our Website or by typing Our Website address into Your web browser. Never go to Our Internet Banking Service from a link in an email and then enter personal details.
6.1.2 You must tell Us as soon as You can by phoning Our Helpline if:
6.1.2.1 You become aware of any error or any suspected error in the Internet Banking Service or in any transaction resulting from using it. You should check Your Account statements carefully; or
6.1.2.2 if You suspect or discover that someone else knows Your Security Details We may ask You to confirm this in writing within seven days. Our Helpline is available by visiting the internet banking help facility and selecting 'Contact Us' from the left hand menu.
6.1.3 We may give information to the police or to a regulatory authority without asking You about any misuse or abuse of Your Security Details or the Internet Banking Service.
6.1.4 We may ask You to change Your Security Details at any time and for any reason. You must change Your Security Details if We ask You to.
6.1.5 If We make any change to the security procedures (such as to Your Customer PIN or other Security Details):
(a) We will tell You of Our intention to do so and Our reasons why beforehand, unless We are unable to tell You beforehand, in which case, We will tell You immediately after We do so;
(b) whether We tell You before or after, We will inform You of the change;
(c) we do not have to tell You that We are withdrawing Your Customer PIN or Security Details, if doing so would compromise Our security measures or would otherwise be unlawful.
6.1.6 We take all reasonable steps to safeguard the security of Your confidential information when You use the Internet Banking Service but We cannot guarantee the security of any confidential information that is transmitted through the internet.
6.1.7 You must ensure that no one can oversee or in any other way monitor Your use of the Equipment when You are accessing the Internet Banking Service.
6.1.8 You must always exit the Internet Banking Service when leaving Your Equipment unattended and before You allow anyone else to use Your Equipment.
6.1.9 It is a condition of Your Account to ensure that You follow the safeguards set out in this Condition 6.
7. Liability
7.1 In addition to the liability and indemnity provisions set out in this Condition 7, the “Liability” provisions set out in Your Account Terms shall also apply to these Terms and Conditions.
7.2 If You believe that Your Security Details may have been misused or You believe that Your Customer PIN, Security Details or selected personal information has become known to another person, then You must notify Us as soon as possible by telephoning: 0844 800 11 44 or if You call from overseas +44 870 900 1199. We have the right not to refund any unauthorised transaction on Your Account if any of the circumstances listed in Your Account Terms occur.
7.3 If You use an account aggregation service (for example, a service that enables You to access on a single web page some or all of Your online accounts, whether with Us or another financial services provider), You may be liable for any fraud or errors that occur on those accounts as a result. If You choose to use such a service, You should follow any security advice that We or the account aggregation service provider give You.
7.4 You will be liable for all transaction or payments requested from Your Account using the Services and/or any charges or interest incurred on the Account as a result of any of those transactions or payments or payment requests in the following cases:
7.4.1 Any misuse or abuse of the Services by You;
7.4.2 You have disclosed Your Security Details to another person;
7.4.3 You failed to follow any of the safeguards set out in these Terms and Conditions and Your Account Terms.
8. Telephone Facility
We operate a Helpline facility to:
- enable You to access or use Your Account;
- to assist You in using or accessing or obtaining information about Your Account.
The Helpline facility telephone number is available by visiting the internet banking help facility and selecting “Contact Us” from the left hand menu.
9. Encryption: Use of the Internet Banking Service outside the UK
The Internet Banking Service uses a high level of encryption and the use of such encryption may be illegal in some countries outside of the UK. If You decide to use the Service outside the UK, You are responsible for ensuring that Your use of the Service is permitted by local law and We shall not be liable for any loss or damage suffered by You as a result of You not being able to use the Service in these countries.
10. Termination of the Service
10.1 You can end Your use of the Service at any time by telephoning Our Helpline or by writing to Us at Customer Services Centre, Alliance & Leicester plc, Bootle, Merseyside GIR 0AA. When considering whether to end Your use of the Service please bear in mind that You may need to have access to the Internet Banking Service or the Telephone Banking Service in order to operate certain Accounts.
10.2 We may close or suspend Your use of the Service, or any part of it, or withdraw any or all of Your Security Details at any time. If We decide to do this, We wherever possible give You at least 2 months notice by email or in writing to You unless there are exceptional circumstances, for example, We believe You are no longer eligible for the Account, You have given Us false information or have otherwise acted dishonestly in Your dealings with us, You or someone else are using the Account illegally or fraudulently, You have acted abusively or violently towards Our members of staff or You are seriously or persistently in breach of these Conditions.
10.3 If We need to carry out maintenance or improvement work to the Service or if We are required to do so by circumstances beyond Our control We may have to withdraw or suspend the Internet Banking Service so that it ceases to be available to any of Our Customers. If We do this, We will give You prior notice by putting a notice on Our Website. We may be unable to give You prior notice if the maintenance or repair work is urgent and important or due to circumstances beyond Our reasonable control.
10.4 Your use of the Service will end automatically if You close all of Your Accounts.
10.5 If Your use of the Service ends:
10.5.1 You must return to Us or destroy any Security Details or other documentation You have relating to the Service if We ask You to;
10.5.2 rights and liabilities which have accrued at that time will continue to apply between us;
10.5.3 any of these Terms and Conditions that can continue to apply will do so;
10.5.4 We may still carry out Instructions received but not processed by Us at that time.
11. Changes to these Terms and Conditions
11.1 We may change these Terms and Conditions at any time provided We give You notice as described in Your Account Terms and the Conditions set out below.
11.2 If We wish to make a change to these Conditions, We will give You:
11.2.1 at least 2 months notice of any change to a Condition that relates to any withdrawal or payment service that We provide as part of the Services; or
11.2.2 at least 30 days notice of a change to any other Condition that is to Your disadvantage. Otherwise We will give You notice within 30 days of making that change.
11.3 At any time up to 2 months from the date of the notice You may, without notice, stop using the Service immediately, without charge. If You do not notify Us that You are not happy with any of the changes, deletions or additions before the end of the relevant notice period, You will be treated as accepting the changes, deletions and/or additions.
11.4 We may make any other change immediately but We will tell You about it within 30 days by displaying a notice on Our Website.
12. Complaints
12.1 To help You, We want to deal with any concerns or suggestions You may have, as quickly as possible. So, if there is something We are not doing as well as You would want or expect, please tell Us by:
12.1.1 Contacting Us online using the Internet Banking Help Facility at www.alliance-leicester.co.uk; or
12.1.2 Calling into any of Our branches; or
12.1.3 Telephoning Us on 0844 561 9790- 24 hours a day, 7 days a week; or
12.1.4 Writing to Us at Let's Work it Out, Alliance & Leicester plc, Carlton Park, Narborough, Leicestershire LE19 0AL; or
12.1.5 Emailing Us at letsworkitout@alliance-leicester.co.uk
12.2 We will aim to sort out Your concern immediately. If We cannot, We will aim to sort it out by the end of the next Working Day. If You need more information, ask for Our brochure "Let's work it out", which gives full details on how to take Your concern to the next stage.
12.3 If We are not able to deal with Your concerns in a way that suits You, You can contact The Financial Ombudsman Service (FOS), South Quay Plaza, 183 Marsh Wall, London, E14 9SR (telephone number 0845 080 1800). There are a few cases where the Ombudsman does not have power to act.
12.4 Following these procedures will not affect Your legal rights. If You would like to know more about Your legal rights contact Your local Trading Standard Office or Citizen’s Advice Bureau.
13. Consumer Protection
13.1 We offer a number of different products and services which means that, We are regulated by a number of different bodies.
13.2 The Registered Office of Alliance & Leicester plc is Carlton Park, Narborough, Leicester LE19 0AL. The Company Number is 3263713 and the company is registered as a public limited company in England.
13.3 We are authorised and regulated by the Financial Services Authority. Our FSA Register number is 189099.
13.4 Important information about compensation arrangements. We are covered by the Financial Services Compensation Scheme (FSCS). The FSCS can pay compensation to depositors if a bank is unable to meet its financial obligations. Most depositors - including most individuals and small businesses - are covered by the scheme. In respect of deposits, an eligible depositor is entitled to claim up to £50,000. For joint accounts each account holder is treated as having a claim in respect of their share so, for a joint account held by two eligible depositors, the maximum amount that could be claimed would be £50,000 each (making a total of £100,000). The £50,000 limit relates to the combined amount in all the eligible depositor’s accounts with the bank, including their share of any joint account and not to each separate account. For further information about the scheme (including the amounts covered and eligibility to claim) please ask at your local branch, refer to the FSCS website www.FSCS.org.uk or call the FSCS helpline on 020 7892 7300 or 0800 678 1100.
14. General
14.1 You may not pass on to anyone else any of the rights, obligations or interests created in this Agreement but, subject to any legal requirements, We may do so at any time.
14.2 Apart from You and Us, no other person has any right to enforce any of the terms of this Agreement.
14.3 Each of these Terms and Conditions is separate from all other Terms and Conditions, so that if one is found to be invalid or unenforceable this will not affect the validity of any of the others.
14.4 If We do not enforce any of the rights We have under these Terms and Conditions, or if We delay in enforcing them, that does not stop Us from taking any action to enforce Our rights in the future.
14.5 The headings used in these Terms and Conditions are for ease of reference only and shall not affect the meaning of these Terms and Conditions.
14.6 We or You may contact each other by post, telephone, electronic mail or any other means We agree. We will ask You for Your Security Details when You telephone Us.
14.7 If We need to send You a formal notice (other than those concerned with the day to day operation of Accounts or changes to these Terms and Conditions) We will send the notice by first class post to the address last notified to Us and it will be deemed to be received 24 hours after the date of posting.
14.8 If You notify Us of a change to any of Your personal details, We will update all Your sole named and joint named accounts You hold with Us.
14.9 This Agreement shall be governed and construed in accordance with the laws of England and Wales and the English Courts will have exclusive jurisdiction.
14.10 You and We agree that these Terms and Conditions and any communication between Us shall only be in English.
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