This video describes the importance of reading and understanding the terms and conditions in the Lloyds Internet Banking agreement. It also provides some useful contact details in case you’ve lost or forgotten your security details.
This agreement is made up of these Internet Banking terms and conditions, and the Additional Services terms and conditions.
In this agreement:
Internet Banking is our online service where you can access most of your personal accounts using a computer, mobile, tablet or other device, either through your browser or our apps, and includes the Additional Services listed below.
Customers who are registered for Internet Banking may be able to use other Additional Services, which currently include the following:
1.1 This agreement applies to your use of Internet Banking and the Additional Services. If there are any inconsistencies between the Internet Banking terms and conditions and the Additional Services terms and conditions, the Additional Services terms and conditions will apply.
1.2 Unless we tell you otherwise, this agreement does not change any of the terms and conditions that relate to the accounts or services you access through Internet Banking, other than the Additional Services. We have separate account or service agreements with you for these. However, if we tell you that any of this agreement’s terms apply to an account or service you use but it conflicts with a term in your account or service agreement, the term in this agreement will apply.
2.1 We don’t charge you to use Internet Banking or the Additional Services 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.
3.1 You should be able to view information or perform transactions on your accounts if you use Internet Banking in a country outside the UK, Channel Islands and Isle of Man.
3.2 If you want to use Internet Banking or any of the Additional Services in a country outside the UK, Channel Islands and Isle of Man, 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’re not responsible for any losses that result if you break local laws.
4.1 You can use Internet Banking to access any joint accounts you have. You may be able to give us instructions about them independently of the other account holders. You must each register separately for Internet Banking.
5.1 We may provide some Additional Services automatically to you, depending on the service and any previous preferences you have given. You can activate other Additional Services that we make available to you through Internet Banking.
6.1 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 it is you. As proof of your instructions, 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’ll never ask you to tell us your full password or memorable information via email, text, in branch or on the phone.
6.2 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.
6.3 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.
6.4 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 don’t provide, we won’t treat you as breaking your security obligations as long as you don’t 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.)
Not all Internet Banking services are available 24 hours a day, 7 days a week.
7.1 You can usually use Internet Banking and the Additional Services at all times but occasionally repairs, updates and maintenance on our systems may mean some or all of the services aren’t available or may be slow for a short time.
7.2 We won’t be liable to you if you suffer any losses in such circumstances. This is because you should be able to give us instructions by other means, for example by calling us or dropping into one of our branches.
7.3 We may suspend, restrict or stop your use of Internet Banking, the Additional Services or the use of your security details if we reasonably think this is necessary because, for example:
(a) the security of your account or Internet Banking is at risk;
(b) we suspect unauthorised or fraudulent use of your security details or Internet Banking;
(c) a device is being used that we do not recognise or seems to have been modified or is being used in an unusual way;
(d) we must comply with a legal or regulatory requirement;
(e) you have knowingly given us false information about yourself or another account holder;
(f) a systems failure has occurred;
(g) a third party has failed to supply services;
(h) there is another reason beyond our reasonable control; or
(i) this agreement ends.
7.4 We may prevent access to Internet Banking if you are using an outdated browser or are using a version of an app we no longer support. 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 app, or by reinstating settings that have been disabled.
7.5 We may also de-register you or suspend your use of Internet Banking or security details if you haven’t used them for a long time or do not use them for 90 days after registering. If we do this, you can re-register or ask us to reactivate them at any time.
7.6 If possible, we’ll contact you before suspending, restricting or blocking your access to tell you 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.
8.1 You may end this agreement at any time without explanation or charge by calling our helpdesk or visiting us in branch. If you have opted to receive paperless statements or correspondence, we’ll automatically go back to sending you paper versions.
9.1 We’ll usually notify you of changes via your Internet Banking secure inbox. But we may also use email, SMS, post, in-app notifications or any other appropriate messaging service. Provided we give you at least 30 days’ notice in advance, we can:
(a) change any of these terms or conditions, including introducing or changing charges, changing the terms or conditions of the Additional Services, or withdrawing an Additional Service; and
(b) end this agreement.
We can also make a change that is to your advantage without telling you in advance.
9.2 The notice period will start from the date we deliver the notice to your Internet Banking secure inbox or send it by one of the other means.
9.3 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.
9.4 We may make changes for any other reason we cannot predict.
9.5 If you don’t want to accept a change we tell you about in advance, you can end this agreement by telling us 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.
10.1 If we need to contact you about Internet Banking or the Additional Services, we’ll normally do so through your Internet Banking secure inbox. If we send messages to your Internet Banking secure inbox, we won’t change them after we have sent them.
10.2 We may also communicate with you in any other way that is personal to you. This may include email, SMS, in-app notifications or any other appropriate messaging service.
10.3 You must tell us if your name or contact details change. If you don’t tell us, we won’t be responsible if we can’t contact you or we use outdated contact details to send you information.
11.1 You can get in touch with us by visiting your branch or calling us. Details of our telephone (including textphone) numbers are available within Internet Banking, on the website and from our branches.
12.1 If you have a complaint, please contact us using the details available within Internet Banking, on the website and from our branches. 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.
12.2 If you remain dissatisfied, you may be entitled to refer your complaint to a financial ombudsman using the contact details below.
12.3 If you are a Lloyds Bank plc customer, 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.
13.1 All the information we give you and all communications 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 again at any time.
13.3 Calls may be monitored and recorded in case we need to check we have carried out your instructions correctly and to help us improve our quality of service. Lloyds Bank plc customers (UK)
Address: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Lloyds Bank International Limited customers (Jersey and Guernsey)
Address: Channel Islands Financial Ombudsman, PO Box 114, Jersey, Channel Islands JE4 9QG
Telephone: Jersey +44 (0)1534 748610 Guernsey +44 (0)1481 722218
Lloyds Bank International Limited customers (Isle of Man)
Address: The Financial Services Ombudsman Scheme for the Isle of Man, Government Buildings, Lord Street, Douglas, Isle of Man IM1 1LE
Telephone: +44 (0)1624 686500
14.1 This agreement is governed by the law that applies to the account you are accessing through Internet Banking (for example, if English law or Jersey law applies to your account, the same 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 this agreement.
Lloyds Bank plc customers 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. 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 Scheme. Lloyds Bank plc Registered Office: 25 Gresham Street, London EC2V 7HN . Registered in England and Wales no. 2065.
Lloyds Bank International Limited trading as Lloyds Bank. Registered Office and principal place of business: PO Box 160, 25 New Street, St. Helier, Jersey JE4 8RG. Lloyds Bank International Limited is incorporated in Jersey No. 4029 and is regulated by the Jersey Financial Services Commission to carry on deposit-taking business under the Banking Business (Jersey) Law 1991 and investment and general insurance mediation business under the Financial Services (Jersey) Law 1998. Lloyds Bank International Limited subscribes to the Jersey Code of Practice for Consumer Lending and has also notified the Jersey Financial Services Commission that it carries on money service business.
Lloyds Bank International Limited – Guernsey branch customers The Guernsey branch of Lloyds Bank International Limited, principal place of business PO Box 136, Sarnia House, Le Truchot, St Peter Port, Guernsey, GY1 4EN, is licensed by the Guernsey Financial Services Commission to take deposits and to carry on controlled investment business and insurance intermediary business under the Banking Supervision (Bailiwick of Guernsey) Law 1994, the Protection of Investors (Bailiwick of Guernsey) Law 1987 (as amended) and the Insurance Managers and Insurance Intermediaries (Bailiwick of Guernsey) Law 2002 (as amended), respectively, and is also registered with the Guernsey Financial Services Commission as a money service provider.
Lloyds Bank International Limited – Isle of Man branch customers The Isle of Man branch of Lloyds Bank International Limited of PO Box 111, Peveril Buildings, Peveril Square, Douglas, Isle of Man IM99 1JJ is licensed by the Isle of Man Financial Services Authority to conduct deposit taking and investment business and is also registered as an insurance intermediary in respect of general business.
These paperless statements and correspondence terms apply to accounts that you access through Internet Banking. By signing up for Internet Banking, and agreeing to receive paperless statements and/or correspondence, you agree that we can give you information about your accounts electronically. However, we may not be able to provide all of your statements or correspondence electronically and it may not always be appropriate for us to do so, so we may still send you some information by post.
Generally this means any communication except statements or some of the information sent with statements that we send about your accounts and the relationship you have with us. This may include copies of agreements, notices of arrears except on credit cards where we send you these notices with your statement and information about changes we make to your agreement, but may vary depending on the type of account you hold with us. Please refer to our paperless statements and correspondence FAQs for further information.
1. If we send you information electronically, we’ll do this by posting the information in Internet Banking or sending the information to your Internet Banking secure inbox. Any correspondence you receive through Internet Banking will either be in PDF or HTML format.
2. You can view, download and print your statements and correspondence from Internet Banking or Internet Banking secure inbox at any time.
3. If you ask us to change your account from one type to another, your agreement to receive statements and correspondence electronically will also apply to your new account unless you tell us otherwise.
4. If you have a joint account, before you ask us to send you paperless statements and/or correspondence for an account, you must ensure that any joint account holders agree you can do this. We’ll write to them to confirm the change but then we’ll stop sending them this information by post. They can sign up for Internet Banking and receive paperless statements and correspondence separately.
5. Unless the additional conditions for your accounts state that you can only receive correspondence electronically, you can choose to opt out of receiving statements and correspondence electronically at any time by changing your settings in Internet Banking.
1. You can make payments using Pay a Contact without registering for the service. But to receive payments, you must be registered.
2. When you register, your name and mobile number will be stored on a database managed by a third party for the participating banks and building societies. By registering for Pay a Contact, you agree we may provide your data to:
(a) the third party managing the Paym service and its suppliers, including employees or contractors of the third party operator or its suppliers;
(b) participating banks and building societies;
(c) any person who is registered to use Pay a Contact or Paym (through us or through another bank or building society). This will allow them to verify your name when sending you money.
3. You must use Pay a Contact only to send and receive payments. You must not use it or information obtained through it for any other purpose.
4. Paym is a trademark of the Mobile Payment Service Company Limited and is used under licence.
1.1 To be eligible for Everyday Offers you must:
(a) be over 18;
(b) hold a personal current account with us, excluding the Basic Account;
(c) have a debit or credit card (as primary cardholder) from a personal account with us; and
(d) be registered for Internet Banking.
1.2 You also need to activate individual offers before you can earn cashback.
2.1 Cashback you earn from debit or credit card offers is paid in line with the offer specific conditions you receive when you activate an offer. We’ll normally pay cashback into your personal current account on or before the last working day of the month after the month we receive details of your payment. This may be in a different month from when you made the payment – see example:
2.2 We’ll pay cashback for direct debit offers into your personal current account on or before the last working day of the month after the month we receive details of your second direct debit payment.
2.3 Working days are Monday to Friday, except bank holidays.
2.4 If you have more than one personal current account with us, you can choose which account we pay the cashback into. Otherwise we’ll pay it into the account that’s been open the longest.
3.1 You won’t receive cashback if, at the time it is due to be paid:
3.1.1 you no longer have a personal current account we can pay it into; or
3.1.2 you’re no longer registered for Everyday Offers.
3.2 We won’t pay you cashback on a direct debit offer if you cancel your direct debit instruction before your second payment.
3.3 We won’t pay you cashback if doing so would break any law or regulation that applies to us.
4.1 Spending by additional cardholders will earn cashback for the primary cardholder on the account. We’ll use it to generate new offers but only the primary cardholder can register for cashback and activate offers.
4.2 For joint current accounts, our offers will match spending on your card and not on the card of the other account holder. Only the person who has activated an offer can earn cashback. We pay cashback into the current account you choose, whether it’s a joint or sole account.
5.1 We can temporarily or permanently stop you using the service immediately and withhold any unpaid cashback if we reasonably believe that:
5.1.1 you’re abusing the service; or
5.1.2 you’re trying to gain cashback by fraudulent or other illegal means.
5.2 We may withdraw the service by giving you 30 days’ notice. If you have not broken this agreement, we’ll still pay you any cashback you have earned on payments made up to the date we withdraw the service. You won’t be able to earn any more cashback after this point.
5.3 We try to ensure that the information in the offers is accurate. If there are any errors in an offer, we may withdraw or correct it. This won’t affect any offers we’ve already fulfilled.
6.1 You can leave Everyday Offers at any time but this will deactivate Everyday Offers and It’s On Us.
7.1 We’re not responsible for any losses, costs or charges you incur if Everyday Offers is unavailable or affected by an issue that is beyond our reasonable control.
1.1 It’s On Us is available to you if you:
1.1.1 live in England, Wales or Scotland; and
1.1.2 have activated and remain signed up to Everyday Offers.
2.1 A transaction will be included in the It’s On Us random selections if it is:
2.1.1 payment for goods or services made in sterling with your Lloyds Bank personal debit or credit card;
2.1.2 for £500 or less; and
2.1.3 not an excluded transaction. Excluded transactions These are direct debit payments, payments to organisations that offer financial services or insurance, gambling services (including casinos, betting shops and bookmakers), companies offering short-term loans (including payday lenders and pawnbrokers), debt collection or debt management companies, adult entertaining and merchandising services (including dating services), internet drugs stores, funeral services and crematoriums, government offices or departments, and organisations connected with the military or with politics, religion, or charitable or social services.
3.1 We can pay refunds into a personal current account you hold with us in joint names with another customer or in your sole name.
4.1 Spending by additional cardholders can be eligible transactions but only the primary cardholder can register for this service.
5.1 We randomly select 1,000 eligible transactions each week and refund the amount of selected transactions to customers’ personal current accounts.
6.1 If any of your transactions are selected, we’ll usually notify you within 3–14 days of the day you made the relevant transaction.
7.1 We’ll pay refunds into your personal current account on or before the last working day of the month after the month we receive details of your payment. This may be a different month from when you made the payment.
7.2 If a selected transaction is for an amount under £5, we’ll pay you £5.
8.1 We try our best to make sure our records are correct, and that we’ve included all qualifying debit and credit card transactions in the random selection. However, a qualifying transaction may be included more than once or not entered at all.
8.2 If we include a qualifying transaction more than once, we won’t be responsible in any way to other It’s On Us customers. We’ll take reasonable steps to avoid selecting an individual transaction more than once.
8.3 If, for whatever reason, we leave out a qualifying transaction from our records or from a selection, we won’t be responsible to qualifying customers for any potential refund they could have had.
8.4 Also, we won’t be responsible to any qualifying customer if a particular selection cannot go ahead, is delayed or cancelled because of a legal or regulatory issue, a systems failure, the failure by any third party to perform services, or for any cause beyond our reasonable control.
9.1 We may withdraw It’s On Us by giving you 30 days’ notice. If we do, we’ll still pay you any refunds we’ve already notified to you, but you will not be entered into any more It’s On Us random selections.
10.1 You can leave It’s On Us at any time by de-registering through Internet Banking, but this will deactivate both It’s On Us and Everyday Offers.
10.2 If you close all your Lloyds Bank current accounts, you will no longer be eligible for It’s On Us and will lose any unpaid refunds.
11.1 We may appoint an independent adjudicator to make sure our random selections have occurred in line with the rules. By signing up for It’s On Us, you agree we may share the details of your transactions with the independent adjudicator.
12.1 We’re not responsible for any losses, costs or charges you incur if It’s On Us is affected by an issue that is beyond our reasonable control. However, we’ll aim to achieve a fair and proportionate outcome for all customers.
Our mobile alerts services include text alerts and push notifications.
1.1 We won’t charge you for sending mobile alerts. We’re not responsible for any charges imposed by your mobile operator.
2.1 The mobile alerts you receive are accurate when our systems create them. The details of funds available in your accounts may change before and after you receive them.
3.1 We cannot guarantee successful delivery of mobile alerts, so you should not rely on them. We’re not responsible for any losses, costs or charges you incur if mobile alerts are unavailable at any time, or you do not receive an alert promptly or at all for example, if your device is switched off or lacks signal or data connectivity.
4.1 You can cancel the mobile alerts services at any time. Even if you don’t use these services, we may still send some updates to your mobile device when we believe it is appropriate to do so.
5. Changing your mobile phone number 5.1 You must tell us if your mobile phone number changes or if your phone is lost or stolen. If you don’t tell us: 5.1.1 we’ll continue sending alerts to your old device or number until you tell us; and 5.1.2 we won’t be liable for any losses you suffer if someone else finds out your account information.
1.1 To be eligible for Money Manager, you must hold a personal current account with us.
2.1 You can de-activate Money Manager at any time. If you do this, your Money Manager details will stay on our systems in case you decide to re-activate the service which you can also do any time.
2.2 You can ask us to remove any of your Money Manager details from our systems at any time. If you ask us to do this while Money Manager is activated, this will automatically deactivate the service. However, we’ll keep any information we need to provide you with any other services you have with us.
3.1 Joint account holders will have a shared view of transactions on joint accounts. Both parties will be able to see any changes made by either party to the classification of entries on a joint account.
4.1 There may be a delay before your transactions appear in Money Manager.
4.2 Money Manager may not automatically categorise certain types of transaction, such as overseas transactions.
5.1 We’re not responsible for any losses, costs or charges you incur if you cannot access Money Manager.