Online Banking Service Terms and Conditions

2. Online Banking and Mobile Banking

2.1 With Online Banking and Mobile Banking, you can access information about your account, give us instructions, set up alerts and use other functionality that we make available from time to time.

2.2 We will provide or ask you to set security details for access to Online Banking and Mobile Banking. These could include a password, security code, memorable information [or biometric data such as a fingerprint]. We may change these requirements at any time.

2.3 If you are a joint account holder, each person named on the account can register for Online Banking and Mobile Banking. Each joint account holder will have separate security details to access and use the service.

3. The Mobile banking app end user license agreement

3.1 You use the Mobile Banking app under licence from us on the terms set out below. This licence is non-transferable, non-assignable and non-exclusive.

3.2 You are not permitted, and will not be able to, download, install or use the app on a device which has been jail-broken, rooted or which has had its security settings compromised in any other way. Jail-broken or rooted means that the device has deliberately had its security settings changed, making it less secure and more vulnerable to fraudulent attacks. If we detect that your device has been jail-broken, rooted or had its security settings compromised in any other way we shall be entitled to prevent you from using the Mobile Banking App.

3.3 In using the app, you must:

(a) use the app only on a device that you own or control and only to access the Mobile Banking service;

(b) not sub-licence, assign or claim to exercise any rights in relation to the app;

(c) not copy or reverse engineer, amend, alter or adapt any part of the app, and

(d) accept the terms of this licence without making any amendment to them.

3.4 The licence commences when you first install the app and will continue until you stop using Mobile Banking. If you stop using Mobile Banking, you should delete the app from your devices. By using the app, you will be deemed to accept the terms of this licence.

3.5 Any updates to the app will be made available through the Apple app store and Google Play or other application stores the app is available from. We will not be responsible for providing updates to you in any other way.

3.6 We are solely responsible for the app and should you wish to raise any complaint concerning the operation of the app, you should contact us rather than the relevant app store.

3.7 If a third party claims that the app or your use of it infringes their rights, you will give us any reasonable assistance we require to investigate and defend that claim.

3.8 By using the app, you confirm that you are not located in a country which is subject to any embargo by the United States of America (“the US”), is considered a terrorist-supporting country by the US and you are not prohibited from accessing the app as a result of being listed on any US Government restricted parties lists.

3.9 You understand that by using the app the authorised app providers and their subsidiaries are third party beneficiaries of the licence and may enforce the licence in this capacity.

4. The Alerts service

4.1 By activating Online Banking you will automatically have access to our Alerts service. This is a text and email service that provides balance and transaction alerts by email and/or to a UK registered phone.

4.2 If you are a joint account holder, each person named on the account can register for the Alerts service. Each joint account holder will use the Alerts service independently.

4.3 We will only send you each text or email once. If you delete a text or email, we cannot send it again.

4.4 You can cancel alerts at any time by logging onto Online Banking and selecting the relevant options, visiting your local branch or calling us.

4.5 If we do not send an alert or if it is inaccurate, we will only be responsible for any charges you incur on your account which you could otherwise have avoided but we will not be responsible where it is due to reasons outside our reasonable control (for example your phone is out of coverage, is switched off or you have changed your number).

4.6 All balances in any alert will be correct as at the date and time stated in the text or email and are subject to possible readjustments. Any balance shown refers to the actual balance on your account and may include transactions that are still being processed and so may be subject to change. It may not include any overdraft that you have.

5. Access to Online and Mobile Banking

5.1 We may make operational changes to the way that the services are accessed at any time. We will tell you about such changes by either placing a message on our website, via your mobile device, or by text, email or by post.

5.2 You are responsible for maintaining your computer or mobile device, for ensuring that it is compatible with the particular service and for downloading the latest version of the app.

5.3 Occasionally, we may need to carry out maintenance that could limit the availability of the services.

5.4 We shall use reasonable endeavours to keep the services free from viruses and corrupt files but cannot guarantee this. You should ensure that you have appropriate anti-virus software installed on any computer or mobile devices that you use to access the services. We shall not be liable for any loss or damage you suffer if your device is infected by a virus or corrupt file unless such loss or damage is the direct result of our negligence or deliberate default.

6. One Time Passcodes

6.1 To login to your account, make payments and access many aspects of the services you will need to register your mobile phone number to receive one-time passcodes that we will send to your phone. You will need to input this code to verify and complete certain transactions. We will only send you a passcode when you have taken action to access the service.

6.2 When you add or seek to make a payment to a new payee using Mobile Banking or Online Banking, you will be asked to input a one-time passcode as part of the process. Once a new payee is verified with a one-time passcode, future payments to that payee may be made without entering another one-time passcode. If you do not intend to make any future payments we recommend you delete this payee after payment.

6.3 You must take all reasonable precautions to prevent anyone else from accessing the passcode and must never disclose it to anyone, even if they claim to be our employees or agents or the police. We will never ask you to disclose you OTP.

6.4 You must tell us as soon as possible if you change your phone number, or your phone is lost or stolen. We will send a text to confirm this. If you receive a text confirming a change and you have not asked to change your number, please contact us immediately.

8. Using the service abroad

8.1 Online Banking and Mobile Banking services use a high level of encryption, which may be illegal in some countries outside of the UK. You should not access the services from countries where this is not permitted by local law. We shall not be liable for any loss, damage or other outcome suffered by you as a result of you breaking any local law by using the services from outside the UK.

9. Termination and suspension of services

9.1 This agreement does not have a fixed duration so will continue until either you or we end it.

9.2 You can cancel your Online Banking and Mobile Banking service at any time by calling us or writing to us at Digital Banking Department, Santander, Sunderland. SR43 4EP.

9.3 If you cancel Online Banking, you will not be able to access any online-only accounts and you will no longer be able to use Mobile Banking.

9.4 You can end your use of Mobile Banking at any time by deleting the app from your device.

9.5 We may terminate your use of any of the services at any time by giving you at least 2 months' written notice (including email or text alerts).

9.6 We may also terminate or suspend your use of the services if we terminate or suspend your use of your accounts in accordance with the account terms.

10. Changes to these conditions

10.1 We can change any of these terms and conditions, including introducing or changing charges, provided we give you at least two months' notice in advance of the change.

10.2 We can give you notice on the log on page of Online Banking, via the Mobile Banking app, by post, email, text or by any other means we agree with you. You should check our website regularly for such messages.

10.3 The new terms will apply automatically at the end of the notice period, but if you do not want to agree to the change, you can stop using Online Banking or Mobile Banking without paying any extra charges or interest, at any time until the change takes effect. If you continue using Online Banking or Mobile Banking after this, we'll assume you've accepted the change.

10.4 We may also make changes to Online Banking or Mobile Banking from time-to-time that we ask you to agree to through the website or app, for example software updates or improvements in functionality.

11. General

11.1 This agreement is personal to you and you cannot transfer your rights or obligations to anyone else. We may transfer our rights and obligations at any time.

11.2 If any term of this agreement is found to be unenforceable, this will not affect the validity of any others.

11.3 The law applicable to these conditions and the courts having jurisdiction in the event of any dispute shall be as set out in your account terms.

11.4 All the information we give you and all communications from us will be in English. We will only accept communications and instructions from you in English.

2. Online Banking and Mobile Banking

2.1 With Online Banking and Mobile Banking, you can access information about your account, give us instructions, set up alerts and use other functionality that we make available from time to time.

2.2 We will provide or ask you to set security details for access to Online Banking and Mobile Banking. These could include a password, security code, memorable information [or biometric data such as a fingerprint]. We may change these requirements at any time.

 2.3 If you are a joint account holder, each person named on the account can register for Online
Banking and Mobile Banking. Each joint account holder will have separate security details to access and use the service.

3. The Mobile banking app end user license agreement

3.1 You use the Mobile Banking app under licence from us on the terms set out below. This licence is non-transferable, non-assignable and non-exclusive.

3.2 You are not permitted, and will not be able to, download, install or use the app on a device which has been jail-broken, rooted or which has had its security settings compromised in any other way. Jail-broken or rooted means that the device has deliberately had its security settings changed, making it less secure and more vulnerable to fraudulent attacks. If we detect that your device has been jail-broken, rooted or had its security settings compromised in any other way we shall be entitled to prevent you from using the Mobile Banking App.

3.3 In using the app, you must:

(a) use the app only on a device that you own or control and only to access the Mobile Banking service;

(b) not sub-licence, assign or claim to exercise any rights in relation to the app;

(c) not copy or reverse engineer, amend, alter or adapt any part of the app, and

(d) accept the terms of this licence without making any amendment to them.

3.4 The licence commences when you first install the app and will continue until you stop using Mobile Banking. If you stop using Mobile Banking, you should delete the app from your devices. By using the app, you will be deemed to accept the terms of this licence.

3.5 Any updates to the app will be made available through the Apple app store and Google Play or other application stores the app is available from. We will not be responsible for providing updates to you in any other way.

3.6 We are solely responsible for the app and should you wish to raise any complaint concerning the operation of the app, you should contact us rather than the relevant app store.

3.7 If a third party claims that the app or your use of it infringes their rights, you will give us any reasonable assistance we require to investigate and defend that claim.

3.8 By using the app, you confirm that you are not located in a country which is subject to any embargo by the United States of America (“the US”), is considered a terrorist-supporting country by the US and you are not prohibited from accessing the app as a result of being listed on any US Government restricted parties lists. 

3.9 You understand that by using the app the authorised app providers and their subsidiaries are third party beneficiaries of the licence and may enforce the licence in this capacity.  

4. Paym

4.1 You can use Paym to make and receive payments using your mobile phone number as well as access information about your balance and transactions. To access the service, you must be set up for Mobile Banking because the service is accessed via the Mobile Banking app.

4.2 If you are a joint account holder, each joint account holder can register for Paym through their use of Mobile Banking.

4.3 By choosing to register for and to use Paym, you authorise us to retrieve a unique identifier from your mobile device in order for us to link that device to you. This is essential to ensure that other devices are not used to fraudulently access your account and make payments from it. 

Making payments

4.7 By selecting a contact number on your mobile device when using the service to make a payment you consent to the Mobile Banking app accessing and extracting your data stored in the address book of your mobile device.

4.8 Payment requests are subject to minimum and maximum limits and you will be informed of these when you make your payments.

Receiving payments

4.9 Once you register your mobile phone number to receive payments, your details will be uploaded onto a central database hosted by the operator of the Paym service and will be accessible by other banks that use Paym in order to make payments to you.

4.10 You authorise us to display the full name of your registered account and your mobile phone number to any of the following persons:

(a) the operator of the Paym service and any third party suppliers to the operator;

(b) other banks that participate in Paym;

(c) any employees and contractors of the above; and

(d) any other persons that use Paym (including customers of other banks), when you use Paym. We will display the name we hold for you on our records which may be different to the name that the other person knows you as.

4.11 If, using this service you receive any payments by mistake, you must tell us as soon as possible

5. The Alerts service

5.1 By activating Online Banking you will automatically have access to our Alerts service. This is a text and email service that provides balance and transaction alerts by email and/or to a UK registered phone.

5.2 If you are a joint account holder, each person named on the account can register for the Alerts service. Each joint account holder will use the Alerts service independently.

5.3 We will only send you each text or email once. If you delete a text or email, we cannot send it again.

5.4 You can cancel alerts at any time by logging onto Online Banking and selecting the relevant options, visiting your local branch or calling us.

5.5 If we do not send an alert or if it is inaccurate, we will only be responsible for any charges you incur on your account which you could otherwise have avoided but we will not be responsible where it is due to reasons outside our reasonable control (for example your phone is out of coverage, is switched off or you have changed your number).

5.6 All balances in any alert will be correct as at the date and time stated in the text or email and are subject to possible readjustments. Any balance shown refers to the actual balance on your account and may include transactions that are still being processed and so may be subject to change. It may not include any overdraft that you have.
 

6. Access to Online and Mobile Banking

6.1 We may make operational changes to the way that the services are accessed at any time. We will tell you about such changes by either placing a message on our website, via your mobile device, or by text, email or by post.

6.2 You are responsible for maintaining your computer or mobile device, for ensuring that it is compatible with the particular service and for downloading the latest version of the app.

6.3 Occasionally, we may need to carry out maintenance that could limit the availability of the services. 

6.4 We shall use reasonable endeavours to keep the services free from viruses and corrupt files but cannot guarantee this. You should ensure that you have appropriate anti-virus software installed on any computer or mobile devices that you use to access the services. We shall not be liable for any loss or damage you suffer if your device is infected by a virus or corrupt file unless such loss or damage is the direct result of our negligence or deliberate default.

7. One Time Passcodes

7.1 To login to your account, make payments and access many aspects of the services you will need to register your mobile phone number to receive one-time passcodes that we will send to your phone. You will need to input this code to verify and complete certain transactions. We will only send you a passcode when you have taken action to access the service.

 7.2 When you add or seek to make a payment to a new payee using Mobile Banking or Online Banking, you will be asked to input a one-time passcode as part of the process. Once a new payee is verified with a one-time passcode, future payments to that payee may be made without entering another one-time passcode. If you do not intend to make any future payments we recommend you delete this payee after payment.

7.3 You must take all reasonable precautions to prevent anyone else from accessing the passcode and must never disclose it to anyone, even if they claim to be our employees or agents or the police. We will never ask you to disclose you OTP.

7.4 You must tell us as soon as possible if you change your phone number, or your phone is lost or stolen. We will send a text to confirm this. If you receive a text confirming a change and you have not asked to change your number, please contact us immediately.

9. Using the service abroad

9.1 Online Banking and Mobile Banking services use a high level of encryption, which may be illegal in some countries outside of the UK. You should not access the services from countries where this is not permitted by local law. We shall not be liable for any loss, damage or other outcome suffered by you as a result of you breaking any local law by using the services from outside the UK.

10. Termination and suspension of services

10.1 This agreement does not have a fixed duration so will continue until either you or we end it.

10.2 You can cancel your Online Banking and Mobile Banking service at any time by calling us or writing to us at Digital Banking Department, Santander, Sunderland. SR43 4EP.

10.3 If you cancel Online Banking, you will not be able to access any online-only accounts and you will no longer be able to use Mobile Banking.

10.4 You can end your use of Mobile Banking at any time by deleting the app from your device.

10.5 We may terminate your use of any of the services at any time by giving you at least 2 months' written notice (including email or text alerts).

10.6 We may also terminate or suspend your use of the services if we terminate or suspend your use of your accounts in accordance with the account terms.

11. Changes to these conditions

11.1 We can change any of these terms and conditions, including introducing or changing charges, provided we give you at least two months' notice in advance of the change.

11.2 We can give you notice on the log on page of Online Banking, via the Mobile Banking app, by post, email, text or by any other means we agree with you. You should check our website regularly for such messages.

11.3 The new terms will apply automatically at the end of the notice period, but if you do not want to agree to the change, you can stop using Online Banking or Mobile Banking without paying any extra charges or interest, at any time until the change takes effect. If you continue using Online Banking or Mobile Banking after this, we'll assume you've accepted the change.

11.4 We may also make changes to Online Banking or Mobile Banking from time-to-time that we ask you to agree to through the website or app, for example software updates or improvements in functionality.

12. General

12.1 This agreement is personal to you and you cannot transfer your rights or obligations to anyone else. We may transfer our rights and obligations at any time.

12.2 If any term of this agreement is found to be unenforceable, this will not affect the validity of any others.

12.3 The law applicable to these conditions and the courts having jurisdiction in the event of any dispute shall be as set out in your account terms.

12.4 All the information we give you and all communications from us will be in English. We will only accept communications and instructions from you in English.

1.Introduction

This document contains the conditions applicable to Our Online Banking, Mobile Banking and Mobile Payments services ( the "Services" ). These Conditions are in addition to Your Account Terms.

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

Our Website Legal details contain conditions which will apply to Your use of the Services 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 Services then, the condition in these Conditions is the one that shall apply.

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 together with a copy of these Conditions, the Account Terms and full details about the Services at any time via Our Website, by contacting a branch or Our telephone Banking service.

3. Online Banking service

3.1 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;

c) have access to the Alerts service to obtain information relating to the balance and transactions on Your chosen Account via the different alerts available (see Condition 9 for more details). Full details of the Alerts service and which Alerts services are currently available are set out in Our Online Banking website and are available from Our branches and Telephone Banking service; and

d) use such other facilities as We may from time to time make available through the Online Banking service;

3.2 To access the Online Banking service You must have at least one Account and activate Your access via Our Website using the Security Details set out below. When You activate the Service You will be asked to set up Your unique image and phrase combination. You must do this before You can use the Service.

3.3 Your Security Details for the Online Banking Service will consist of ;

1. 
a) an ID (also known a Personal ID, Customer ID or personal identification number)

2. 
b) a Password (also known as Passcode);

3. 
c) a Security Number (also known as Registration number or Customer PIN)

4. 
d) any item of memorable information which We ask You to confirm (for example, place of birth); and

5. 
e) any other Security requirements We may notify to You

We reserve the right to change the Security Details We ask for without prior notification.

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 to access and use the Service. These Security Details will also allow access to the Mobile Banking service.

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

3.5 Please refer to Condition 8 for details on Instructions via the Services.

3.6 The Online Banking service may also offer various online services to its users. Such services may, for example, include targeted offers, online calculators, online application forms, online summary statements/information, product information, interest rates, email, instant messaging, text messaging and calendar facilities.

4. Mobile Banking service

For the purpose of the Mobile Banking service, the following definitions apply;

"App" means the Santander Mobile Banking application available from authorised app providers for the purposes of accessing our Mobile Banking service (the features of which We may vary from time to time);

"End User Licence Agreement" means the terms and conditions (as may be amended from time to time) applicable to the grant of a Licence as are set out in Condition 4.8 below;

"Licence" means the licence granted under the End User Licence Agreement
"Mobile Banking App" means the application available from authorised app stores for the purposes of accessing the Santander Mobile Banking service

4.1 The Mobile Banking service allows You to;

a) obtain information relating to the balances and transactions on Your Account/s via Your registered Mobile Device;

b) instruct Us to transfer money to and from Your Account/s; and

c) use such other facilities as We shall make available from time to time through the Mobile Banking service. Please refer to the Mobile Banking Help, or authorised app stores for more information.

4.2 To use the Mobile Banking service You must hold at least one Account with Us

4.3 In order to access the Mobile Banking service you must;

a) have activated the Online Banking service as provided for in Condition 3.2 above ;

b) read and accept the terms of the End User Licence Agreement, details of which are set out in Condition 4.8. below and

c) download the App from the appropriate app store.

4.4 Your Security Details for the Mobile Banking service will consist of;

• an ID (also known as Personal ID, Customer ID or personal identification number)
• a Password (also known as Passcode)
• a Security Number (also known as 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 We may notify to You.

We reserve the right to change the Security Details We ask for without prior notification

If You are a joint Account Holder, each person named on the Account can register for the Mobile Banking service. Each joint Account Holder will have separate Security Details to access and use the Service. These Security Details will also allow You to access to the Online Banking service.

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

4.6 Please refer to Condition 8 for details on Instructions via the Services.

4.7 We do not currently charge You for the purchase of the App or any updates or subsequent releases although We reserve the right to do so at a future date. Please make sure You understand the costs which will be charged to You by Your Mobile Device service provider both in the United Kingdom and if You access the Service abroad.

4.8 The End User Licence Agreement

a) You use the App under licence from Us, the terms of which are set out in this condition

4.8 and We are responsible for the App.
b) This Licence is non-transferable, non-assignable and non-exclusive and You are authorised to use the App only using a Mobile Device that You own or control, and on the basis that:

i) You may only use the App to access the Mobile Banking service,

ii) You will download and agree to the terms of the App on each Mobile Device which You use to access the Mobile Banking service,

iii) You will not sub-licence, assign or claim to exercise any rights in relation to the App,

iv) You will not copy or reverse engineer, amend, alter or adapt any part of the App, and

v) You accept the terms of this Licence without making any amendment to them.

c) The Licence commences, and You will be deemed to have accepted the terms, when You first install the App and the Licence will continue until termination of Your use of the Mobile Banking service, in accordance with Condition 14 of these Conditions. You agree to delete the App from any Mobile Device which You have registered to use the Mobile Banking service on immediately after the termination of the Licence for any reason.

d) Any updates to the Mobile Banking App will be made available through the Apple App Store, Google Play, BlackBerry App World or other application stores the App is available from. We will not be responsible for providing updates to You in any other way.

e) We are solely responsible for the App and should You wish to raise any complaint concerning the operation of the App this should be directed to Our registered address shown on the Legal Information link.

f) You acknowledge that in the event of any third party claim that the App or Your use of it infringes a third party's rights, You will assist Us to investigate and as appropriate, defend any such claim.

g) By using the App, You confirm that You are not located in a country which is subject to any embargo by the United States of America ("the US"), is considered a terrorist-supporting country by the US and You are not prohibited from accessing the App as a result of being listed on any US Government restricted parties lists.

h) You understand that by using the App the authorised App providers and their subsidiaries are third party beneficiaries of the Licence, and may enforce the Licence in this capacity.

You are not permitted, and will not be able to, download, install or use the App on a device which has been jail-broken, rooted or which has had its security settings compromised in any other way.

Jail-broken or rooted means that the device has deliberately had its security settings changed, making it less secure and more vulnerable to fraudulent attacks.

5. The Santander Mobile Payments service

For the purposes of the Mobile Payments service the following definitions apply

"App" means the Santander Mobile Banking application available from authorised app providers for the purposes of accessing our Mobile Banking service ( the features of which We may vary from time to time);

"App Legal Details" means the terms of use which govern the use of the particular App You download to use the Santander Mobile Payment service;

"Central Database" means the scheme data repository through which the Mobile Payments service is delivered.

"Operator" means the Mobile Payments Service Company Limited (a company incorporated in England. Company No. 08653992. Registered office Thomas Moore Square, London, E1W 1YN), the company responsible for maintaining the Central Database and operating the Mobile Payments service.

"Participant Provider" means a financial institution which has signed up to provide its customers with the Mobile payments service;

"Registered Account" means any account that You hold with Us ( including any account which You hold jointly with someone else) and which we allow You to register using the Santander Mobile Payments service. Not all accounts are suitable for this Service.

"Security Details" means the security information which You will need to access the Santander Mobile Payments service. These will include ;

a) an ID (also known as Personal ID, Customer ID or personal identification number)

b) a Password (also known as Passcode)

c) a Security Number (also known as Registration number or Customer PIN)
d) any item of memorable information which We ask You to confirm (for example, place of birth); and

e) any other Security requirements We may notify to You

We reserve the right to change the Security Details We ask for without prior notification

5.1 Eligibility and Scope.

5.1.1 To use the Santander Mobile Payments service You must ;

i) have read and agree to be bound by the terms and conditions of and activated the Santander Online Banking service.

ii) hold at least one Registered Account with Us,

iii) be registered to use the Santander Mobile Payments service to make payments out of Your Registered Account ( please see Condition 5.2 below) and in addition, if you so wish, be registered to receive payments into your Registered Account ( please see Condition 5.3 below)

iv) have the current version of the Santander Mobile Banking service App installed on your Mobile Device.

5.1.2 The Santander Mobile Payments service is not available to anyone who is not a resident of the U.K.

5.1.3 Subject to Your registration requirements as set out in 3.1 iii) above The Santander Mobile Payments service allows You to use Your Mobile Device to:-

a) obtain information relating to the balance and transactions on Your Registered Account;

b) instruct Us to transfer money from Your Registered Account to another person registered with the Mobile Payments service

c) allow payments to be received into Your Registered Account and

d) use such other facilities as We may from time to time make available through the Santander Mobile Payments service.

5.1.4 We may make operational changes to and alter the facilities and services available under the Santander Mobile Payments service at any time. We will notify You of material changes by placing a message on Our Website or via Your Mobile Device

5.1.5 If You are a joint account holder, each person named on the Registered Account can register for the Santander Mobile Payments service. Each joint account holder will have separate Security Details and will use the Service independently.

5.2. Using the Service to make payments from Your Registered Account

5.2.1 To access the Santander Mobile Payments service to make payments You must register for use of the Service via Our Online Banking service and have a Registered Account. Using the Service to make a payment out of Your Registered Account is only available through Our App and not through Our Website.

5.2.2 The first time You use a Mobile Device to make a payment We will send You a One Time Passcode to verify the registration of the Mobile Device.

5.2.3 By choosing to register for and to use this Service You authorise Us to retrieve a unique identifier from Your Mobile Device in order for Us to link that Mobile Device to You. This is essential to ensure that other devices are not used to fraudulently access Your Registered Account and make payments from it.

5.2.4 You can make a payment using the Service to anyone with a United Kingdom bank account ( the “Payee”) as long as they themselves are registered to receive payments with the Mobile Payments service and You providing to Us their UK mobile phone number. We will use the Payee’s mobile phone number provided by You in order to carry out an enquiry with the Central Database maintained by the Operator in order to ascertain whether they are registered for the Mobile Payment service. We will make the payment as soon as We ascertain that the Payee details are correct. This occurs when You recognise the Payee’s name when it is presented to You and You confirm that the Payee details and the amount to be sent are correct and any internal validation is carried out.

5.2.5 For businesses registered to receive payments with the Mobile Payments service You can also make payments using a specific reference which the business will provide to You.
5.2.6 By using the Service to make a payment You are asking Us to make the payment once We receive those details. If the Payee is not registered for the Mobile Payments service We will cancel the payment request and notify You via Your Mobile Device so that You are able to make alternative payment arrangements.

5.2.7 By selecting a contact number on Your Mobile Device when using the Service to make a payment You consent to the Santander Mobile Banking App accessing and extracting Your data stored in the address book of Your Mobile Device.

5.2.8 The Service can only be used to make payments to UK bank accounts held with other Participant Providers.

5.2.9 Payment requests are subject to minimum and maximum limits, currently each payment request must be for a sum of at least one pound (£1). Payments of up to a maximum of two hundred and fifty pounds ( £250) can be made in any one day although please note that lower limits may apply where for example the terms of the Registered Account restricts the amount that may be withdrawn daily. The minimum and maximum limits may be amended at some future date, please check Our Website for any changes. There is no limit to how much a Payee can receive in any one day.

5.2.10 When making a payment You must ensure that the Payee information (including the mobile phone number or, where appropriate a reference or code to generate the payment information, the Payee, the payment reference and amount) is current and correct; otherwise the payment may be returned or made to the wrong payee. We will not be liable to You if the payment is sent to the wrong person as a result but will try to recover the payment in accordance with the Account Terms.

5.2.11 We can refuse to process a payment for the reasons set out in the Account Terms or if We reasonably believe that You have not met any of the conditions in the documents comprising the Agreement.

5.3. Using the Service to receive payments into your Registered Account.

5.3.1 Before You can receive payments into Your Account You must register for the Service through Our Online Banking service and have a Registered Account. At the point of registration for the Service the mobile phone number which is registered for Your One Time Passcode will be the mobile phone number registered on the Central Database

5.3.2 Once You have registered to receive payments into Your Registered Account We will be able to receive payments initiated via the Mobile Payments service from third parties which will be paid into Your Registered Account.

5.3.3 By registering to receive payments under the Service You authorise Us to upload Your details onto the Central Database, which holds details of all registrants of the Mobile Payments service across all Participant Providers. This Central Database will be accessed by all Participant Providers of the Mobile Payments service in order to ascertain whether the mobile phone number being used to direct the proposed payment is registered with the Mobile Payments service. If it is, the correct details needed to make the payment are provided to Us (but not to You) and the payment is made.

5.3.4 You authorise Us to display the full name of the Registered Account and Your mobile phone number to any of the following persons ;

a) the Operator of the Mobile Payment service and any third party suppliers to the Operator ( including supplier/s of the computer systems used by the Operator ),

b) other Participant Providers,

c) any employees and contractors of the above, and

d) any other persons that use the Mobile Payments service ( including customers of other Participant Providers), when You use the Mobile Payments service or when We process Your request or display this information in messages sent to Your payer/s. This information is drawn from records that We already hold about You and Your Registered Account and may be different to any names, nicknames or other pseudonyms You are known by or use.

5.3.5 By registering for this Service You confirm that You are the intended recipient of the money which a payer is paying into Your Registered Account. If, using this Service You receive any payments by mistake, You must tell Us as soon as possible.

5.4. Transaction Information

You will be able to access all transaction information relating to Your Account/Registered Account on Your regular statements, via Our Interactive Voice Recognition telephone system, from the Santander Mobile Banking App, Online Banking or on the ATM mini- statements either in paper or on the screen as appropriate.

6. Sharing your information

6.1 We are entitled to use and share information about You as authorised by You in the Account Application form at the time that You opened Your Account and /or Registered Account, in accordance with Your Account Terms and these Conditions.

6.2 We may use information that We hold about You for assessment and analysis (including behavior scoring, market and product analysis and market research), to develop and improve Our services to You and other customers and protect Our interests. We may also use Your information for market and product analysis in order to generate statistical reports. These reports are aggregated and will not contain any information that identifies You.

We may use information held about You for the purposes of providing the Services and to provide You with information directly related to the Services and Your registration for use of any of the Services.

6.3 Other than as provided above We will not divulge information provided by You for the purpose of registration of any of the Services to any third party except where You have provided authority at the time You opened Your Account, via a separate agreement or where We are required to divulge such information by any applicable legislation, regulator or Court Order.

6.4 We will retain any information We hold about You after Your registration for use of any of the Services is deactivated or closed, or if Your registration/activation request is declined or abandoned for so long as permitted for legal, regulatory, fraud and other crime prevention and legitimate business.

8. Instructions

8.1 We will provide You with instructions and guidance for using the Services within Our Online Banking Help and Mobile Banking Help. When using any of the Services You must follow any instructions and adhere to any guidance We issue in respect of that Service. We may vary Our instructions and guidance at any time. We will tell You about changes either on Our Website, by text or email, by writing to You or in the case of the Mobile Banking service via the App. You should always check that You are complying with Our most up to date instructions/guidance. If in doubt You should refer to either Our Online Banking Help or Mobile Banking Help as appropriate.

8.2 For security reasons, it is a condition of Your Account and of the Services, 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.

8.3 Whenever You use the Services 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 or other 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 Your Account Terms.

8.4 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 Your Account or to the particular Service selected.

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) the circumstances set out in Your Account Terms so provide; or

e) You are in breach of any term or condition of the Agreement.

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.

8.5 We will take all reasonable steps necessary to either stop, reverse or modify a transaction carried out using a 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.

8.6 For unauthorised, incorrect and failed payments, please see Your Account Terms.

8.7 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. It is therefore important that You take care when issuing any Instructions.

8.8 We may place messages or directions on Our Website, send them to You by text, email, or in the case of the Mobile Banking service by App (including notices of changes to the Services and changes to these Conditions). You should check Our Website regularly for such messages or direction. It is Your responsibility to ensure that You update Us on any changes to Your email address or Your mobile phone number.

9. The Alerts service

9.1 By activating the Online Banking service You will automatically have access to the Alerts service. If You want to register for the Alerts service then You must provide Us with a valid mobile phone number and/ or a valid email address registered with a recognised UK network provider.

9.2 Our Alerts service helps You to manage Your Accounts whereby We send information about Your Account/s by text and/or email messages.

9.3 The Alerts service allows You to:-

9.3.1 obtain information relating to the balance and transactions on Your Accounts via the different alerts available;

9.3.2 use such other facilities as We may make available through the Alerts Service.
Full details of the Alerts service and which alerts are currently available are set out on Our Online Banking website and are available from Our branches and Telephone Banking service.

9.4 If You are a joint account holder, each person named on the Account can register for the Alerts service. Each joint account holder will use the Alerts service independently.

9.5 If You register for the Alerts service We will send You Alerts and information about Your Accounts to Your registered Mobile Phone or email address by text, email or both as requested by You. We will only send You each text or email once. If You delete a text or email We cannot send it again.

9.6 You can cancel text or email alerts or use of the Alerts service altogether by logging onto Our Online Banking Service and selecting the relevant options.

9.7 We cannot guarantee the speed with which You will receive text alerts or email messages (as it will depend upon factors such as the number of people using the mobile phone network) or that You will have uninterrupted or continuous access to the Alerts service.

9.8 We may make operational changes to and alter the services available under the Alerts service at any time. We will notify You of material changes, either by email, text alert or by notice on Our Website;

9.9 The Alerts services can normally be used at any time. If We need to carry out maintenance or improvement work to the Alerts service or if We are required to do so by circumstances beyond Our control We may have to withdraw or suspend the Alerts service so that it ceases to be available to any of Our customers. If We do this, We will give You prior notice by either sending you an email, text alert or by 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.

9.10 We are not responsible if the Alerts service is unavailable at any time or if You do not receive any text alert or email message promptly, or at all, where this is due to:

9.10.1 reasons outside Our reasonable control (for example Your mobile phone being out of network coverage); or

9.10.2 reasons within Your control for example Your mobile phone or other Mobile Device being switched off (or You not logging into Your emails) or You changing Your mobile phone number or Your Mobile Device network provider.

9.11 If We do not send a Text Alert or email alert or if a Text Alert or email alert is inaccurate, We will only be responsible for any charges You incur on Your Account which You could otherwise have avoided.

9.12 All balances in any text or email will be correct as at the date and time stated in the text or email and are subject to possible readjustments. Any balance shown refers to the actual balance on Your Account and may include transactions that are still being processed and so may be subject to change. It may not include any overdraft that You have.

9.13 For security reasons you should always follow the relevant security guidelines set out in Condition 11 below and in Our Online Banking Website following the links to Website Legal and Security Centre.

9.14 We may close Your use of the Alerts service at any time. If We decide to do this, We wherever possible give You at least 2 months written notice (including email or text alert) to You unless there are exceptional circumstances, for example, We believe You are no longer eligible for the Account or the Alerts service, 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.

9.15 Your use of the Alerts service will end automatically if You close all of Your Accounts or if You no longer subscribe to Our Online Banking service.

10. Paper-free

You can choose to become paper-free on all of your eligible accounts within Online Banking, Branch or by Telephone. Becoming paper-free means that you will no longer receive paper statements or paper copies of important communications and changes to your accounts that you have made paper-free. Instead they will be saved for you in your Document Store in Online Banking, when a new document is available we will email you to let you know.

You can amend your paper-free settings at any time and joint account holders will not be affected by any choices you make on your paper-free settings. Some documents will still need to be sent to you by paper and some accounts are paper-free only accounts.

By signing up to become a paper-free customer we will ensure that any future products you open will be made paper-free for you. What’s more if a new product becomes eligible to be paper-free we will let you know and automatically change it for you.

12. Responsible for Transactions when using these services

12.1 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 any unauthorised transaction on Your Account in the circumstances listed in Your Account Terms and these Conditions. Please refer to Your Account Terms.

If You dispute that You have carried out a transaction using any of the Services We will investigate and shall expect You to co-operate with Us and the Police in any investigations.

12.2 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: 0330 123 0209 or 0800 313 4321 (freephone). If you’re calling from abroad, please contact us on +44 1908 238 013. This line is open from 8am-8pm Monday to Friday, 8am-6pm on Saturday, and 9am-6pm on Sunday.

12.3 You will be liable for all transactions or payments requested from Your Account using any of 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:

a) any misuse, fraud or abuse of any Service 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.

13. Encryption: use of the services outside the UK

The Services use a high level of encryption and the use of such encryption may be illegal in some countries outside of the UK. You should ensure that You do not knowingly use the Services if this is not permitted by local law and We shall not be liable for any loss, damage or other outcome suffered by You as a result of Your use or You not being able to use such Services in these countries.

14. Termination and Suspension of the services

14.1 You can end Your use of the Online Banking service at any time by telephoning Our Helpline or by writing to Us at Digital Banking Department, Santander, Sunderland. SR43 4EP. 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. You should also be aware that termination of Your use of the Online Banking service also terminates Your ability to use the Mobile Banking service and the Alerts service.

14.2 You can end Your use of the Mobile Banking service at any time by deleting the App from Your Equipment.

14.3 You can cancel the Alerts services at any time by following the process set out in condition 9.6 above.

14.4 In addition to the provisions set out in Conditions 11.8 and 11.9 above We may close or suspend Your use of any of the Services, or any part of it, or withdraw any or all of Your Security Details at any time. If We decide to do this, We will wherever possible give You at least two 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 in significant breach of these Conditions (or if You have failed to remedy a breach where We have asked You to do so), where We may give You immediate notice or less than two months notice.

14.5 For security reasons Your Security Details enabling You to access any of the Services will be automatically de-activated if You have not carried out any transactions using the particular Service for any fifteen month period commencing from the date of the last transaction you made using that Service. The de-activation will occur at the end of any such fifteen month period after which You will no longer be able to carry out any transactions using the Service. We will send You a reminder not less than two months before any de-activation date.

If You wish to re-register for access to or use of Our Services You can do so via Our Website and request new Security Details.

14.6 If We need to carry out maintenance or improvement work to any of the Services (including the Alerts service) or if We are required to do so by circumstances beyond Our control We may have to withdraw or suspend the particular Service/s so that it ceases to be available to any of Our customers. If We do this, We will give You prior notice by either putting a notice on Our Website / App or via email, letter or text. 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.

14.7 Your use of any Service will end automatically if You close all of your Accounts.

14.8 If Your use of any Service ends:-

a) You must return to Us or destroy any Security Details or other documentation You have relating to that 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.

15. Changes to these conditions

15.1 We may change these Conditions at any time provided We give You notice as described in these Conditions.

15.2 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 Services;

b) at least thirty days notice of a change to any other Condition that is to Your disadvantage;
c) otherwise We will give You notice within thirty days of making that change.

15.3 With regard to Condition

15.2 a) above, at any time up to two months from the date of any such notice given and with respect to Condition

15.2.b) above, at any time up to thirty days of any such notice given You may, without notice, stop using the particular 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 deemed to have accepted the changes. We will tell You about any change provided for in Condition

15.2.c) within the thirty days by displaying a notice in the Online Banking service section of Our Website.

15.4 We can give You notice in any of the following ways: a notice displayed on the log on page of Online Banking, via the App, by post, email, text or by any other means We agree with You.

16. General

16.1 You may not pass on to anyone else any of the rights, obligations or interests created in these Conditions but, subject to any legal requirements, We may do so at any time.

16.2 Apart from You and Us, no other person has any right to enforce any of the terms of these Conditions.

16.3 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.

16.4 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.

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

16.6 We or You may contact each other by post, telephone, text, electronic mail or by any other means We agree. We may ask You for only part of Your Security Details when You telephone Us.

16.7 The law applicable to these Conditions and the courts having jurisdiction in the event of any dispute arising hereunder shall be as set out in Your Account Terms.

16.8 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.