Internet Banking - Terms and Conditions

1. Meaning of Words and Expressions

In these conditions the following words and expressions have the following meanings:

  • "account" means any current or savings account or credit card with us which is either in your own name or held jointly with somebody else;
  • "card reader" means a hand-held device provided to you to use with your card which works independently of your PC.
  • "customer number" means the 10 digit number we give you which lets you use our Internet Banking service;
  • "passnumber" means the 6 digit number we give you to help us authenticate your identity before letting you use our Internet Banking service;
  • "memorable data" means your personal memorable data which we can use to check your identity;
  • "Internet Banking" means using the Internet to manage your finances;
  • "our/us/we" means Nationwide Building Society;
  • "Security data" means your customer number, memorable data, passnumber and/or card reader generated passcode;
  • "you/your" means the person(s) registered for our Internet Banking service.

2. Internet Banking Service

2.1 You can access our Internet Banking service provided the equipment you use meets our minimum compatibility requirements (full details are available at www.nationwide.co.uk/internet_banking). You must ensure your equipment continues to meet these requirements, that it remains fully operational and that you take all reasonable measures to keep it virus free.

2.2 You can use our Internet Banking service 24 hours a day. Occasionally you may not be able to use the service for example when we carry out maintenance or updates. In circumstances where we know access to the Internet Bank may be interrupted we will do our best to notify you in advance.

2.3 You can tell us at any time that you no longer want to use our Internet Banking service. You can tell us in writing or by sending a secure message from within the Internet Bank. If you tell us by telephone we may ask you to confirm this in writing or by sending a secure message from within the Internet Bank. We will continue to carry out any transactions you have already authorised unless you also ask us not to do so and provided it is not too late to amend or cancel those transactions.

2.4 We may de-register you from our Internet Banking service if:

  • you do not log in and use the Internet Bank service within 3 months of first registering for it; or
  • you have not used the Internet Bank service for over 13 months; or
  • the equipment you use to access our Internet Banking service poses any kind of threat to that service.

If we de-register you from our Internet Banking service for one of the above reasons, you will need to re-register for the service if you wish to use it in the future.

3. Security Data

3.1 We will send you a customer number, passnumber and, depending on the accounts you hold with Nationwide, a card reader so you can use our Internet Banking service. You must memorise your passnumber immediately and destroy the notification promptly on receipt.

3.2 Each time you use our Internet Banking service we will ask you to give us your customer number. You will also be asked either to use your card reader or for one item from your memorable data and three requested digits from your pass number. This is so that you can prove, and we can authenticate, your identity.

3.3 Once registered for Internet Banking service you must always keep your memorable data and passnumber secret. If you write them down you must make a sufficient attempt to disguise them. You must not tell anybody else your memorable data or passnumber or card reader generated passcodes.

3.4 You must tell us as soon as you can if you know or think somebody else knows your memorable data and passnumber or card reader generated passcodes. You must do this by sending us an e-mail to customer.services@nationwide.co.uk or by telephoning our Customer Service Centre on 08457 30 20 10 (both 24 hours a day). We may ask you to confirm this in writing within seven days.

3.5 As soon as you tell us you know or think somebody else knows your memorable data and passnumber we will prevent transactions being carried out on your account using the Internet Banking service.

3.6 You will not be liable for an Internet Banking transaction on one of your accounts which was not carried out by you or for access to or use of your accounts by someone else, except in the following cases: You authorised the carrying out of the transaction or the access to or use of the account You acted with gross negligence, which includes failing to follow the safeguards in Condition 3.1 and 3.3 above or the action detailed in Condition 3.4 above You acted fraudulently If you dispute that you have carried out an Internet Banking transaction, we will expect you to co-operate with us and the police in any investigations. We may give the police and our insurers any information we consider relevant, to enable them to carry out investigations.

3.7 If we believe or suspect fraudulent or suspicious transactions are being carried out on your account we reserve the right to suspend access to all or part of our Internet Banking service.

3.8 We may use technology in order to detect any suspicious or malicious activity that could impact on your use of the Internet Bank. In the event that we detect any suspicious or malicious activity, we may block, suspend or restrict your access to Internet Banking.

4. Acting On Your Instructions

4.1 We will carry out transactions on your account following instructions you give us or which seem to us to be given by you through our Internet Banking service. This is provided the correct memorable data and the correct customer number and passnumber are quoted. This is provided the correct authentication steps using your security data have been completed.

4.2 We reserve the right not to act on any instructions which would mean you would not be keeping to these conditions or those applying to your account. For example, we will not allow a transaction if it will create an overdraft or exceed an agreed overdraft.

4.3 If we decide not to carry out a transaction we will not be responsible for any loss or damage you suffer because of that decision. We will normally tell you why we are not prepared to carry out a transaction when you use our Internet Banking service.

4.4 If, because of something beyond our reasonable control or the reasonable control of those acting on our behalf, we are unable to let you carry out a transaction using our Internet Banking service, we will not be responsible for any loss or damage you suffer as a result. An example of when this may happen is when a PC, browser or other equipment necessary to use our Internet Banking service is faulty or out of order.

5. Joint Accounts

5.1 If you have a joint account then any one of you may use our Internet Banking service but you must use your own security data when required. To be able to use our Internet Banking service your account must be set up so that any one of you can authorise transactions on your own. Our Internet Banking service is not available if two or more of you are required to authorise transactions jointly.

5.2 As a joint account holder these conditions apply to you individually and jointly with the other account holder(s).

5.3 As soon as one of you tells us another joint holder is no longer allowed to authorise transactions, or if we think transactions should be authorised by you all jointly, we will suspend our Internet Banking service on that account.

6. Card Reader

6.1 We may issue you with a card reader for use when you are using the Internet Bank.

6.2 For certain transactions you carry out on the Internet Bank you will be prompted to use your Visa debit card and card reader. If you do not use the card reader with your card you will not be able to proceed with that transaction or with logging in to the Internet Bank.

6.3 The card reader remains the property of Nationwide and must not be sold or given away to a third party.

6.4 The card reader must be returned to a Nationwide branch if you no longer want to use our Internet Banking service or you no longer hold an account with us on which a card reader may be required or at any time we request its return.

6.5 If you lose or damage your card reader, or you require an additional card reader, you can ask for another one, and we reserve the right to make a charge for this.

7. General

7.1 We may vary these conditions by telling you. We will do this by sending details about changes either in writing, or by e-mail, or by display in branches, or by advertisement, or by secure message, or notice within the Internet Bank. We will normally give you reasonable notice before any change takes effect unless it is not practical or possible to do so, in which case we will tell you as soon as we can after the changes take effect.

7.2 We reserve the right to introduce a charge for using our Internet Banking service but we will give you reasonable notice before we do so.

7.3 We have taken reasonable steps to ensure that e-mail and other transmissions passing over the Internet remain confidential and are not interfered with. However, we cannot completely guarantee the privacy or confidentiality of any information passing over the Internet or that it will not be interfered with and by using our Internet Banking service you are prepared to give us instructions on this basis.

7.4 If you contact us by telephone we may record or monitor calls in order to avoid possible misunderstandings and help maintain customer service.

7.5 We have a complaints procedure and for more information, or to make a complaint, please:

  1. visit our website and click on the option ‘Contact us’;
  2. phone 0800 30 20 11; or
  3. visit one of our branches.

If you are not satisfied with the way we have dealt with your complaint you may refer it to the Financial Ombudsman Service. You can also refer your complaint to them first without giving us the opportunity to resolve it, but if you do this, they will only consider your complaint with our consent. The Financial Ombudsman Service provides a free, independent, complaint resolution service. Details about their service and how to refer a complaint to them can be found on their website at www.financial-ombudsman.org.uk

7.6 These conditions are subject to English law.

Nationwide Building Society, Nationwide House, Pipers Way, Swindon SN38 1NW