Changes to our Phone and Internet Banking terms and conditions

We’re changing  our  Phone and Internet Banking terms and conditions (PDF, 20 pages, 241.5KB) and we’ll apply these changes from 26 November 2025.

We’re doing this to:

1. Change their name – from “Phone and Internet Banking” to “Online Banking” terms and conditions. We’ve also added a new definition: “Online Banking” means the Banking App, Internet Banking and/or Phone Banking.

2. Include terms – we’ve added a term to say that the Online Banking features available to you may vary. For example, a function/feature may not be available to you if you don’t have a verified mobile phone number and/or email address. We’ve also included what you should do before you stop using Online Banking.

3. Simplify them – we’ve added a contents table, renamed the section headings and rephrased and reordered the terms to make the information clearer.

We’ve prepared this guide which explains more about what’s changing, ‘Notice about changes to our Phone and Internet Banking terms and conditions (PDF, 8 pages, 106.6KB)’.

If you don’t want to accept the changes, you have the option, to end your online banking agreement without charge. You can do this by calling the number below and asking us to remove your access to online banking.  

If we don’t hear from you, we’ll apply the changes.

If you have a question, call us on 0818 306 011 (Monday-Friday 09:00-17:00, excluding bank holidays).