Online Banking service Terms & Conditions

1. Introduction

This document contains the conditions applicable to our Online Banking service. These Conditions are in addition to your Account Terms.

If there is a difference between a condition in these Conditions and a condition in your Account Terms in respect of your use of the Online Banking service, the condition in these Conditions is the one that shall apply. If there is a difference between a condition in these Conditions and a condition in your Account Terms in respect of other aspects of your Account, the condition in your Account Terms is the one that shall apply.

To access the Online Banking service you must use our website at www.santander.co.uk.. Our Website Legal Details contain conditions which will apply to your use of our website when accessing the Online Banking service in addition to these Conditions. If there is a difference between a condition in these Conditions and a condition in our Website Legal Details in respect of your use of the Online Banking service, the condition in these Conditions is the one that shall apply.

If you are not happy with the Online Banking service, within 14 days of registering for the Online Banking service, you may cancel it without charge.

Please read these Conditions carefully, print them and keep them in a safe place as you may want to refer to them in the future although you can request all appropriate information in relation to the Online Banking service at any time upon request. You can request a copy of these Conditions, the Account Terms and full details about our Online Banking service at any time by contacting a branch or our telephone banking service. You can also find this information on our website

2. Meaning of words

In these Conditions:

"Account" means any account that you hold with us (including any account which you hold jointly with somebody else) and which we allow you to register using the Online 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 Conditions, your Account Terms and the Website Legal Details;

"Conditions" means these Conditions;

"Helpline" means a telephone helpdesk service we provide to assist you with the Online Banking service, details of which can be found on our website;

"Instruction" means any instruction which is given to us through the Online Banking service using your Security Details (see Condition 3.3 below for an explanation of what type of instruction may be given through the Online Banking service);

"Online Banking service" means the online banking service described in these 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 online banking service from time to time in accordance with these Conditions;

"Online Help Facility" means the online help facility which can be found at in the “Help and Contact Us” section of our Online Banking service;

"Security Details" means the security information which You will need to access the Online Banking service. These will include :-

• a passcode;
• a personal identification number, or Customer ID
• a registration number or Customer PIN
• any item of memorable information which we ask You to confirm (for example , place of birth); and
• any other security requirements which we may notify to you;

"Telephone Banking" 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 Santander UK plc;

"Website Legal" details means the conditions of use which govern the use of Our Website and , which can be found on our website.

"Working Day" means any day other than a Saturday, Sunday or English public holiday;

"You" and "Your" means the person who registers for the Online Banking service;

"Your Equipment" means all such compatible equipment, software and communications lines (including any public communication lines) required by you to properly access the Online Banking service.

3. The Online Banking service: Eligibility and Scope.

3.1 To use the Online Banking service you must hold at least one Account and have registered to use the Online Banking service.

3.2 The Online Banking service is not available to anyone who is not a resident of the U.K.

3.3 The Online Banking service allows you to:-

• a) obtain information relating to the balance and transactions on your Account;
• b) instruct us to transfer money to and from your Account, please refer to the Online Help Facility for more information; and
• c) use such other facilities as we may from time to time make available through the Online Banking service.

3.4 The Online Banking 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, 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 Online Banking service at any time. We will notify you of material changes by placing a message on our Website.

3.6 If you are a joint account holder, each person named on the Account can register for the Online Banking service. Each joint account holder will have separate Security Details and will use the Online Banking service independently.

4. Access to the Online Banking service

4.1 To access the Online Banking service you must register using the Security Details. Once you have registered you will be asked to set up your unique image and phrase combination. 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 Online Banking 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 Online Banking service.

4.3 You are responsible for obtaining and maintaining your Equipment and for ensuring that it is compatible with the Online Banking 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 Online 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 Online Banking 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 Online Banking service.

4.6 We shall use reasonable endeavours to keep the Online Banking service free from viruses and corrupt files but due to the nature of the Online Banking service (in particular the fact that the Online Banking service uses the internet to communicate with you) we cannot guarantee that the Online Banking 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 Online Banking 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 Online Banking service within our Online Help Facility. When using the Online Banking 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 Online Banking service using your Security Details and we shall not be obliged to make any further enquiries to check the authenticity of an Instruction. Whenever you use the Online Banking service, the use of your Security Details authorises us to provide the Online Banking service and to carry out any requested transactions.

5.3 For security reasons, it is a condition of your Account and the Online Banking service, 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 Online Banking service, the use of Your Security Details authorises us to act on any Instruction we receive and provide the Online Banking 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 Online Banking service. 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 your Account Terms.

5.5 We can delay, decline or reverse any Instruction if:-

• a) it involves a transaction which exceeds a particular value or other limit which applies to the Online Banking service.
• b) We reasonably suspect that the transaction might be unlawful or might be associated with unlawful, criminal, fraudulent or terrorist activity;
• c) We reasonably believe that by carrying out the transaction we might breach a legal or other duty that applies to us;
• d) in the circumstances set out in your Account Terms; or
• e) You are in breach of any of these Conditions and/or your Account Terms.

In these circumstances, we will not be liable to you if we delay or refuse to carry out any transaction.

If we refuse to allow you to make any payment from your Account, we will tell you the following by the end of the next working day after the day we receive your withdrawal or payment request:

• a) that we have done so;
• b) if possible, the reason why we refused; and
• c) if you think we have based our decision on mistaken information, how you can ask us to rectify that mistake.

We will not tell you that we are refusing a payment or withdrawal if the law prevents us from doing so.

5.6 We will take all reasonable steps necessary to either stop, reverse or modify a transaction carried out using the Online Banking service in accordance with your Account Terms if you ask us to (we may ask you to confirm your request in writing). 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 incurred in respect of your request.

5.7 For unauthorised, incorrect and failed payments, please see your Account Terms.

5.8 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.

5.9 We may place messages or directions on our website (including notices of changes to the Online Banking service and changes to these 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 You must:-

• a) Memorise your Security Details and securely destroy anything containing Security Details as soon as you receive it;
• b) Never write down or record the Security Details on any documents relating to your Account. If you do write down or record your Security Details, you must disguise your Security Details so that they cannot be understood by anyone else.
• c) Keep the Security Details secret and take reasonable steps to prevent anyone else finding out the Security Details;
• d) 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.
• e) 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 phishing@santander.co.uk
• f) 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;
• g) Not allow anyone else to use your Security Details;
• h) Only enter an item of your Security Details in full when you are requested to do so by our Online Banking service screen;
• i) Never use computer software or a computer browser facility to record your Security Details.
• j) Follow any advice or guidance we give you when using our Online Banking service. You can visit www.banksafeonline.org.uk for useful information about protection against internet fraud.
• k) Neither the police nor we will ever contact you to ask you to reveal your Security Details;
• l) Always access our Online Banking service via our Website or by typing our Website address into your web browser. Never go to our Online Banking service from a link in an email and then enter personal details.

6.2 You must tell Us as soon as you can by phoning the telephone number provided in section 7.2 if:

• a) You become aware of any error or any suspected error in the Online Banking service or in any transaction resulting from using it. You should check your Account statements carefully; or
• b) you suspect or discover that someone else knows Your Security Details or you believe that your Security Details may have been misused

6.3 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 Online Banking service.

6.4 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.

6.5 If we make any change to the security procedures (such as to your 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.

6.6 We can withdraw or suspend your Security Details:

• a) if we believe that this is necessary for security reasons.;
• b) to prevent suspected unauthorised or fraudulent use of your Account; or
• c) where there is a significantly increased risk that you will not be able to repay any money you owe us on your Account.

We may do this for example if there have been too many unsuccessful attempts to access the Online Banking service using incorrect Security Details

6.7 If we withdraw or suspend your Security Details:

• a) we will tell you and our reasons why beforehand, unless we are unable to tell you beforehand, in which case, we will tell you immediately afterwards;
• b) we do not have to tell you that we are withdrawing your Security Details, if doing so would compromise our security or be unlawful; and
• c) you can apply for new Security Details by speaking to us at one of our branches or by telephone. We can then reactivate and/or replace your withdrawn Security Details as soon as possible, provided that the reason for their withdrawal or suspension no longer exists.

6.8 We take all reasonable steps to safeguard the security of your confidential information when you use the Online Banking service but we cannot guarantee the security of any confidential information that is transmitted through the internet.

6.9 You must ensure that no one can oversee or in any other way monitor your use of the Equipment when you are accessing the Online Banking service.

6.10 You must always exit the Online Banking service when leaving your Equipment unattended and before you allow anyone else to use your Equipment. Please be aware of other people around you (for example in public places such as internet cafes). You must close your browser session once you have logged out of Online Banking. For your security you are automatically logged out after 10 minutes.

6.11 Please act on any additional instructions we give you. Any additional instructions will reflect good security practice, taking account of developments in ecommerce.

6.12 It is a condition of the Online Banking service that you follow the safeguards set out in this Condition 6.

6.13 We will tell you how to use your Security Details and how and when you need to change them.

7. Responsibility for Online Banking Service Transactions

7.1 Your Account Terms shall also apply in addition to these Conditions. Your Account Terms contain terms and conditions which relate to responsibility for transactions on your Account and which detail your and our obligations in respect of unauthorised, incorrect and failed payments. We have the right not to refund an unauthorised transaction on your Account in certain circumstances listed in your Account Terms. Please refer to your Account Terms.

If you dispute that you have carried out an Online Banking service transaction, we will expect you to co-operate with us and the police in any investigations.

7.2 If you believe that your Security Details may have been misused or you believe that your Security Details have become known to another person, then you must notify Us as soon as possible by telephoning: 0845 600 4388 or if you call from overseas +44 845 600 4388. This line is open from 7am until 11pm Monday to Saturday, and 9am to 9pm on Sunday. 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 Account aggregation services allow you to have the details of all your accounts, from all financial institutions, presented on one internet web page. We are not responsible for any loss caused as a result of your use of any account aggregation service provided by anyone other than us.

7.4 You will be liable for all transaction or payments requested from your Account using the Online Banking 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:

• a) Any misuse, fraud or abuse of the Online Banking services by you;
• b) You have disclosed your Security Details to another person;
• c) You failed to follow any of the safeguards set out in these Conditions, your Account Terms and the User Guide for your Account.

8. Encryption: Use of the Online Banking service outside the UK

The Online 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 Online Banking service outside the UK, you are responsible for ensuring that your use of the Online Banking 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 Online Banking service in these countries.

9. Termination of the Online Banking service

9.1 You can end your use of the Online Banking service at any time by telephoning our Helpline or by writing to us at eCommerce Department, Santander House, Mays Meadow, Belfast BT1 3PH. When considering whether to end your use of the Online Banking service please bear in mind that you may need to have access to the Online Banking service or Telephone Banking Service in order to operate certain Accounts.

9.2 We may close or suspend your use of the Online Banking 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.

9.3 If we need to carry out maintenance or improvement work to the Online Banking service or if we are required to do so by circumstances beyond Our control we may have to withdraw or suspend the Online 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.

9.4 Your use of the Online Banking service will end automatically if you close all of your Accounts.

9.5 If your use of the Online Banking service ends:-

• a) You must return to us or destroy any Security Details or other documentation you have relating to the Online Banking service if we ask you to;
• b) rights and liabilities which have accrued at that time will continue to apply between us;
• c) any of these Conditions that can continue to apply will do so;
• d) We may still carry out Instructions received but not processed by us at that time.

9.6 If you do not use the Online Banking service for a period of 12 months or more we may treat this as your indication that you no longer require the Online Banking service and we may remove your accounts from the Online Banking service on giving you at least 2 months notice by email or in writing.

10. Changes to these Conditions

10.1 We may change these Conditions at any time provided we give you notice as described in the Conditions below.

10.2 If we wish to make a change to these Conditions, we will give you:

• a) 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 Online Banking services; or
• b) 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.

10.3 At any time up to 2 months from the date of the notice you may, without notice, stop using the Online Banking service immediately, without charge. If you do not notify us that you are not happy with any of the changes before the end of the relevant notice period, you will be treated as accepting the changes.

10.4 We may make any other change immediately but we will tell you about it within 30 days by displaying a notice in the Online Banking service section of our Website.

10.5 We can give you notice in any of the following ways: Post, electronic mail, a notice displayed on the log on page of Online Banking, or by any other means we agree with you.

10.6 We will prompt you to re-read these Conditions online if we need to change them.

11. One Time Passcode (“OTP”) - SMS Security Service

11.1 You must register your mobile phone with us to enable our SMS Security Service on your Account(s). The registered mobile phone must be able to receive text messages.

11.2 If you do not register a mobile phone number with us, your access to the Online Banking Service may be limited; for instance, you will not be able to set up new payees.

11.3 You will be sent a SMS text message containing an 8 character code to the mobile telephone number registered with us for using the SMS Security Service. This code and associated information contained in the text will allow you to verify and complete certain transactions when using our Online Banking service in conjunction with your Security Details. This code can only be used once per transaction and shall expire as soon as you use it or if your online banking session is ended before the code is used. The SMS Security Service will prompt you when a separate code is required.

11.4 Repeated failure to use the correct code will prevent you from completing the transaction.

11.5 If you are sent a code to your mobile device but do not receive it (after checking that you have mobile reception), you can request a new code to be sent to you by requesting the transaction again using the Online Banking service.

11.6 Whenever you use the SMS Security Service, you must take all reasonable precautions to prevent anyone else from accessing your confidential information including the code(s) that will be sent to you by the SMS Security Service.

11.7 We will only ever send you an OTP code when you have requested specific transactions or changes to your account whilst using the Online Banking service.

11.8 In requesting to use the SMS Security Service you agree that you will notify us as soon as possible should any of the following occur by telephoning 0845 600 4388 or 44 1908 238013 from abroad or by clicking on the How Do I / Customer Service section within Santander.co.uk:

• a) Your registered mobile telephone number changes;
• b) Your contract with your mobile device network operator ends;
• c) You suspect that someone else knows your Security Details;
• d) your registered mobile telephone is lost, stolen or no longer under your control. You also agree that you will also notify your mobile device network if your registered mobile telephone is lost, stolen or no longer under your control.

11.9 If you change your mobile phone number we will send an SMS message to the original number confirming that your details have been updated. If you receive an SMS on your original number informing you of a change, and you did not instruct the bank to make a change, you should contact the bank immediately on 0845 600 4388. The lines are open from 7am until 11pm Monday to Saturday, and 9am to 9pm on Sunday.

12. General

12.1 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.

12.2 Apart from you and us, no other person has any right to enforce any of the terms of this Agreement.

12.3 Each of these Conditions is separate from all other Conditions, so that if one is found to be invalid or unenforceable this will not affect the validity of any of the others.

12.4 If We do not enforce any of the rights we have under these Conditions, or if we delay in enforcing them, that does not stop us from taking any action to enforce our rights in the future.

12.5 The headings used in these Conditions are for ease of reference only and shall not affect the meaning of these Conditions.

12.6 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.

12.7 English law applies to these Conditions (unless your Account Terms say otherwise). You and we agree the courts of England and Wales will have jurisdiction to hear any disputes arising in relation to these Conditions, except where:

• (a) you open your Account in a branch in Scotland where the courts of Scotland will have jurisdiction; or
• (b) you open your Account in a branch in Northern Ireland where the courts of Northern Ireland will have jurisdiction.

12.8 These Conditions are available only in English and all communications from us will be in English. We will only accept communications and instructions from you in English.