6.1 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. 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.
6.2 All national calls from a BT landline are charged at a local rate, calls from other networks may vary. International call charges apply when phoning from abroad. When calling from a mobile, your operator’s call charges will apply.
6.3 We reserve the right to introduce a charge for using our Telephone Banking service but we will give you reasonable notice before we do so.
6.4 We cannot completely guarantee the privacy or confidentiality of any information passing over the Telephone or that it will not be interfered with and by using our Telephone Banking service you are prepared to give us instructions on this basis.
6.5 We may record or monitor calls in order to avoid possible misunderstandings and help maintain customer service.
6.6 We may at any time suspend or discontinue your Telephone Banking service.
6.7 We have a complaints procedure and for more information, or to make a complaint, please:
- visit our website and click on the option ‘Contact us’;
- phone 0800 30 20 11; or
- 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
6.8 These conditions are subject to English law.