Internet Banking terms and conditions

Please read our Privacy Policy (which includes our Cookies Information page) where you will find details on how we use “cookies” and the information you provide to us. In these terms and conditions, ‘you’ are the customer who has registered for Internet Banking. ‘We’ are the Lloyds Banking Group company providing the account you want to access.

We’re updating our Internet Banking terms and conditions

Find out more about the updates to our terms and conditions.

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What do these terms and conditions apply to?

They apply to your use of Internet Banking (whether accessed using a computer, tablet or a mobile device using Mobile Banking).

You are responsible for ensuring that the device you use to access Internet Banking can be used with our services.

What is Internet Banking?

It is our online service that enables you to access most of your Lloyds Bank personal accounts. You can use Internet Banking from a computer or another internet-enabled device.

What is Mobile Banking?

It is all the services we make available for you to access using your mobile device. This includes access to Internet Banking and our Text Messaging services.

Mobile Banking enables you to access the most commonly used Internet Banking services on your Lloyds Bank UK personal accounts either via a mobile site that has been designed for the smaller screens of mobile devices or through an app. In these terms and conditions, where we refer to “Internet Banking” this includes access through Mobile Banking unless stated otherwise.

What is Money Manager?

Money Manager is part of Internet Banking and:

  • is designed to help you manage your personal finances, but not to provide legal, tax or financial advice
  • automatically breaks down most of your spending into categories using easy-to-read graphs that give you a fuller picture of where your money goes;
  • is not available for business accounts.

Which accounts do these terms and conditions apply to?

They apply to all your eligible personal sterling accounts that can be accessed using Internet Banking, plus any you open in the future.

Are there any other terms and conditions I need to know about when using Internet Banking?

Yes. You also need to know about the terms and conditions of:

  • the account you are accessing available at www.lloydsbank.com. If any of the above terms conflict with these Internet Banking terms, the Internet Banking terms override the conflicting terms. Use of our website is also subject to our website terms of use and website Privacy Policy available at www.lloydsbank.com. If you hold an account outside the UK or with the WorldWide Service, these documents are available at http://international.lloydsbank.com.

Can I access Internet Banking through an app using Mobile Banking?

We may make access to Internet Banking available through an app for some devices. If so, there may be extra terms and conditions or charges for these services. If there are, we will let you know about them.

We may check your devices when you download or use one of our apps.  If your device has been ‘jailbroken’ or ‘rooted’, we may not allow you to access your accounts through the app.  If you are accessing on a mobile device, you will still be able to use Mobile Banking through our mobile site.

Can I use Internet Banking to access my joint accounts?

Yes. You can access your joint accounts and give us instructions about them, independently of the other account holders. You must not register to use a joint account unless the other account holders agree to this.

What if there is a dispute on my joint account, for example if another of the account holders disputes any of my instructions on the account?

Once notified we will suspend or stop access to the account through Internet Banking, and you will not be able to give us instructions on it until the dispute is resolved.

We have a joint account – do we each need to register separately to access the account?

Yes. You must each register separately for Internet Banking if you want to access your joint account independently.

 

Who can register for Internet Banking?

Details on who can register for Internet Banking are set out on the registration form on our website at www.lloydsbank.com.

If you are applying as an Attorney, Deputy or Financial Guardian, please apply in branch as we will need to do some checks first to ensure you are legally authorised.

Do I need to register separately to use Internet Banking through Mobile Banking?

If you access Mobile Banking through our mobile site then provided you are registered for Internet Banking, you do not need to register separately to access it. We simply recognise that you are accessing it using a mobile device and divert you to our mobile site.

If you are using our apps then the first time you use them, you may need to register your device with our systems.

You may also need to register separately for some of our other Mobile Banking services, such as our Text Messaging services. There is more information about these services at www.lloydsbank.com/mobilebanking.

Why do I have to give you a phone number when I register?

We need a phone number so we can call you if we need to check some of your instructions, such as when you set up a new recipient. This is one of the ways we help ensure your accounts remain secure. If you do not give us a phone number or do not carry out our instructions correctly when we call, we will not be able to authorise certain instructions.

You must let us know if your registered phone number changes.

Do I have to register for any other parts of Internet Banking?

We may provide further Internet Banking services that you may have to register for separately. There may be extra terms and conditions or charges for these. If there are, we will let you know about them.

You may need to register separately for some Mobile Banking services, such as our Text Messaging services. There is more information on these services at www.lloydsbank.com/mobilebanking.

Do you charge for Internet Banking?

Not at the moment, but we may do so in future. If we introduce charges, we will give you at least 2 months notice.

Bear in mind that your network operator or Internet service provider may charge you for using some services, for example for downloading or using an application or for accessing the Internet, so please check with them.

What can I do using Internet Banking?

You can use it to find out information about your personal sterling accounts. For some accounts, you can use it to view your statements, transfer money between your accounts, pay people and companies, set up new recipients, apply for new products with us, and much more.

When you first register, we may need to send you an activation code.  If so, you will be able to log on straightaway but some functionality may be restricted until you enter your code.

Some Internet Banking services may not be available through our apps or Mobile Banking. Those that are may also be affected by your device’s signal and functionality.

When will you carry out instructions I give you through Internet Banking?

We try to carry out your instructions immediately. While you can access Internet Banking at any time, we can only process some instructions during normal banking hours.

What if I make a mistake when giving you my instructions?

Our processes are designed to minimise the chance of you making a mistake, but you are responsible for checking that all the instructions you give us are correct.

Is Internet Banking available on all accounts?

No. You can use it only on your personal sterling accounts with Lloyds Bank plc, Lloyds Bank Private Banking Limited and Lloyds Bank Offshore Limited.

Please note you cannot use Internet Banking to access some Lloyds Bank Offshore Limited accounts – please check with us to see if your account is eligible for Internet Banking.

I use Internet Banking only on my mobile device through Mobile Banking. Do I ever need to log on to the main Internet Banking site?

Yes. We sometimes put messages for customers on the main Internet Banking site so we recommend you log on to it at least once every 14 days.

In future we may provide notices to you through messages when you log on, secure messaging, SMS, e-mail (using the latest e-mail address you gave us), push alerts through our apps or through other means that may become available.

Can I use Internet Banking abroad?

It depends. Internet Banking (including access via Mobile Banking) is designed for use in the UK. It may be unlawful to access it in some countries. You are responsible for finding out whether it is lawful to use Internet Banking (including via Mobile Banking) from the country you are in at the time. If it is not, you should not use Internet Banking in that country. We may block your access to certain services in some countries.

You are responsible for complying with local laws and for any losses that result from you breaking them.

You can use Mobile Banking only with Lloyds Bank UK personal accounts.

How does Money Manager work with our joint account?

You will each have a shared view of your joint account. This means any changes that any account holder makes to the way transactions are described on the account (their ‘classifications’) will also affect the view shown to the other account holders.

What do I need to know about Money Manager?

The main things you need to know are as follows:

  • There may be delays before transactions appear in your Money Manager dashboard.
  • There may be differences between descriptions shown on your statements and those shown in your Money Manager dashboard.
  • Some transfers may not be captured and shown as outgoings in your Money Manager dashboard, for example transfers between current and savings accounts.
  • Some transactions may not be automatically given a category, for example those made overseas.
  • Your printed and online statements will remain the definitive record of transactions on your accounts.
  • Money Manager is not designed to provide a full picture of your future spending or finances.
  • Calendar entries that you add to the calendar tool are not payment instructions – you need to complete these instructions in the normal way.
  • We do not guarantee that Money Manager will always be available or work in the same way. We also do not guarantee the accuracy of any information in it; for example, predictions of future transactions are based on past events and may not fully reflect your actual transactions.


Do I need a Lloyds Bank Savings account to use ‘Savings Goals’?

Yes.

How do I send a payment?

Key in the mobile phone number of your contact in the Pay a Contact payment screen, instead of their sort code and account number.  We’ll check to see if your contact has registered for Paym.

If your contact has registered for the service you’ll get confirmation of your contacts name, as registered on their account.  This lets you check you’re sending a payment to the intended recipient.

You must input the correct mobile phone number to send the payment.  You’re responsible for ensuring that the mobile phone number you type in is correct and matches your intended recipient.

You must only use Pay a Contact to send and receive payments. You must not use it or any information obtained through it for any other purpose.

How do you use the information I provide when I use Internet Banking?

Some of the things we use the information for are:

  • improving services to our customers;
  • telling you about or providing you with products or services, from us and from trusted third parties;
  • confirming your identity; and
  • authorising certain instructions.

For a full explanation of how we use the information you provide when you use Internet Banking, please see Your Banking Relationship with us, our website Privacy Policy and Cookies Information available at www.lloydsbank.com. We recommend you read and understand these important policies.

Will you market your products and services to me when I use Internet Banking?

From time to time within Internet Banking we may display useful information and tell you about offers we think may interest you. You can manage the permissions you have given us for displaying these messages by logging on to Internet Banking.

When I use Internet Banking, do you use cookies to collect information from my web browser?

Yes. We use cookies and similar technology to help us to:

  • do tasks that are essential for a well-made secure online banking service, such as helping prevent fraud and detect malicious software or viruses;
  • provide improved services to our customers.

Please look at the Privacy Policy and Cookies Information pages on our website www.lloydsbank.com for more information.

 

What if I am asked for my full security details?

We will never ask you for your full security details. To log on you need to provide your full ID number, full password and some of the characters from your memorable information.

When using some of our apps, if you have registered your device you may be able to log on securely using three characters from your memorable information.

If you are ever asked for your full security details, please report it to us immediately at emailscams@lloydsbank.co.uk.

Do you use other forms of security protection on Internet Banking?

We may ask you to confirm certain instructions you give us through Internet Banking; for example, we may ask you to enter your password again or we may call you.

We may use software and other technology, such as cookies, 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.

We may monitor the devices you use to access Internet Banking. If you use a new device or one we do not recognise, we may:

  • ask you to go through extra security checks to verify your identity; or
  • suspend, restrict or block your access to Internet Banking or the use of your security details.

We may monitor or record calls you make to us or receive from us (such as when you are completing payment authorisations) and use the recordings to help verify your identity.

What must I do to keep my accounts secure?

You must keep your security details secure and  do all you reasonably can to make sure no-one finds out your security details, for example by not:

  • letting anyone else use your security details, not even someone sharing a joint account with you;
  • choosing obvious passwords or codes (such as your date of birth) as part of your security details;
  • writing your security details on, or keeping them with, your cards or banking documentation;
  • writing your security details in a way that is recognisable; and
  • letting anyone watch you enter or make use of your security details;


When using Internet Banking:

  • your computer, modem and device must meet any reasonable requirements we may set;
  • you must carry out your own regular virus checks on your computer and devices; and
  • you must not change or copy any software we provide, or give it to another person.


We may give the police or any prosecuting authority any information they need if we think it will help them find out if someone else is using your username, password or any of your additional security details

Are there other things I should do to help keep my accounts secure?

Yes.  Other steps you should take specific to Internet Banking are:

  • logging off each time you finish using it (for your security, we will automatically log you off if there has been no activity on the service for a short period);
  • not leaving your device unattended while it is logged onto your accounts;
  • not recording all your security details in software that automatically stores it, such as ‘remember me’ features;
  • using appropriate security on your devices, such as passwords and pin numbers; and
  • ensuring no-one has access to confidential information on your devices.

For more about what you should do to keep your accounts secure, see Your Banking Relationship with us available at www.lloydsbank.com.

Can I use a modified mobile device to access Internet Banking?

We do not recommend that you access Internet Banking using any device that has been modified to remove restrictions built into it (such as those that prevent unofficial software being run on it). Removing these restrictions may make the manufacturer’s warranty invalid and may make the device more open to viruses and malicious software.

We may block devices from using our apps if we think they’re ‘jailbroken’ or ‘rooted’.

What happens if my computer or device is infected with a virus or other type of malicious software?

If we detect a virus or another type of malicious software on your device, we may suspend, restrict or block your access to Internet Banking or the use of your security details.

What if I have forgotten or lost my security details, or I think someone else has stolen them, knows them or is misusing them?

You must reset your security details using Internet Banking. You must also tell us as soon as you can by calling our helpdesk on 0845 3 000 116 (for UK accounts) or on 0845 603 0955 (for accounts held outside the UK or with our WorldWide Service).

What if my device or computer has been lost or stolen?

You must tell us immediately by calling our helpdesk on 0845 3 000 116 (for UK accounts) or on 0845 603 0955 (for accounts held outside the UK or with our WorldWide Service). If you fail to do so, we will not be liable if someone else finds out your account information as a result.

Are there times when I will not be able to access Internet Banking?

Yes. You may not be able to access some or all of Internet Banking, or access may be slow, when we or our suppliers are repairing, updating and doing routine maintenance to the systems used to provide the services.

We may also 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:

  • the security of your account or Internet Banking is at risk;
  • we suspect unauthorised or fraudulent use of your security details or Internet Banking. We may suspect this if, for example, you fail to enter your security details correctly
  • you break these terms and conditions;
  • we detect viruses or malicious software on the device you are using to access Internet Banking. 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. You will also need to reset your security details because we may have blocked or restricted them. We may tell you that we need you to use new security details to access your accounts, for example for security reasons or if we have suspended, restricted or blocked your access to Internet Banking.

Bear in mind that trying to access Internet Banking in some countries may be against that country’s laws. You are responsible for finding out whether it is lawful to use Internet Banking (including via Mobile Banking) from the country you are in at the time. If it is not, you should not use Internet Banking in that country.  We may block your access to certain services in some countries.

Will you tell me if you suspend, restrict or block my access to Internet Banking?

Where possible we will contact you before suspending, restricting or blocking your access to tell you that we are doing so and why. We may do this by displaying a message the next time you try to log on or perform an action on your account. However, we may not always be able to contact you, for example because of legal or regulatory restrictions.

Do you keep a record of my instructions?

Yes. We keep a record so that we can, for example:

  • check we have carried out your instructions correctly;
  • improve our service;
  • comply with regulations; and
  • help detect or prevent fraud or other crimes.

Can I end this agreement?

Yes. You may end your use of Internet Banking at any time and without explanation by calling our helpdesk on 0845 3 000 116 or visiting us in branch.

Ending your use of Internet Banking may not end other Mobile Banking services, such as our Text Messaging services. Please check the relevant terms and conditions for information on how to end these other services.

Can you change or end this agreement?

Yes. Provided we give you at least 2 month’ notice, we can:

  • change these terms and conditions, including introducing or changing charges; or
  • end this agreement.

Outside of that, we may also:

  • suspend, restrict or stop your use of Internet Banking or the use of your security details as set out in these terms or the terms of Your Banking Relationship with us;
  • close or suspend your access to Internet Banking if you do not use it for 12 months.  In this case, you can ask us to remove any restrictions we have applied to the service at any time but we may need to check your identity before we do so; or
  • de-register you if, having been sent an activation code, you do not complete the activation process.
  • All the information we give you and all communications between you and us will be in English.
  • These terms and conditions are governed by the law that applies to the account you are accessing through Internet Banking (for example, if English law applies to your account, English law will apply to your use of Internet Banking). The courts of that jurisdiction will also be able to deal with any legal questions connected with these terms and conditions.
  • Third parties may impose other costs or taxes in connection with Internet Banking.
  • We may choose not to enforce or rely on one or more of the terms of this agreement at any time, but we reserve the right to start applying them again at any time.
  • You may contact us about Internet Banking by calling 0845 3 000 116 (7am–10pm Mon–Fri, 9am–6pm Sat and Sun) or visiting any branch (if your account is held in the UK), or by calling 0845 603 0 955 (if your account is held with us outside the UK or with WorldWide Service).
  • For other contact details and information about how we are regulated, please see www.lloydsbank.com and any other information we have given you about Internet Banking and your accounts.
  • Paym is a trademark of the Mobile Payment Service Company Limited and is used under licence.