Terms and Conditions for Personal customers

Terms and Conditions
If you are a personal customer of Lloyds TSB Bank plc or Lloyds TSB Scotland plc (except for Worldwide Service customers) please read the Personal Banking terms and conditions which will apply to your use of Internet banking.

If you are a personal customer of Lloyds TSB Offshore Limited or Lloyds TSB Private Banking Limited or you have a Worldwide Service account please read the terms and conditions below.

Please read this agreement carefully before applying. Your use of the Service will indicate your acceptance of the terms in this agreement.
This agreement replaces all earlier conditions about the Service. The accounts and products you may be accessing through the Service have their own conditions. If there is a difference, this agreement will prevail.
See the section at the end ('The meaning of some words in this agreement') for definitions of underlined words.
1. SECURITY
1.1 To ensure you alone can access and give instructions using the Service, you must keep to the following security procedures.
PASSWORDS
1.2 You must take all reasonable steps to ensure your Password stays secret. You must not disclose the complete Password to anyone - even to your joint account holder, or a Bank staff member, or someone on our helpdesk.
1.3 If you think your Password is known to someone else, you must change it through the Service as soon as possible. If this is not possible you must notify us by phone on the number in the User Guide. We will suspend the Service until your new Password has been set up.
SECURITY DEVICE
1.4 You must take all reasonable steps to ensure the Security Device itself is kept secure, safe and un-damaged, and that the information provided to you by the Security Device for you to use the Service is kept secure and safe: you should make sure that it is not possible for anyone else to access or use the Security Device or the information produced by the Security Device which enables access to the Service.
1.5 Let us know immediately by phoning the number in the User Guide if:
you think someone else has had access to or has used the Security Device, or it has become compromised in some other way; you lose the Security Device; the Security Device is stolen.
We will disable the Security Device to make sure that no one else can use it,. If your device is damaged or disabled you should request a new device using the link on the log on page.
GENERAL
1.6 You must not let anyone else operate the Service for you.
1.7 You must follow the security rules in the User Guide.
1.8 If you give your Security Codes to a third party aggregation service, we will not regard that as a breach of the conditions above. However, if your Security Codes are misused as a result, you will be responsible for the consequences until you notify us of that misuse.
1.9 If you think there are unauthorised transactions, you must notify us by phoning the number in the User Guide. You should check statements we send you and let us know urgently about any errors.
2. JOINT ACCOUNT HOLDER(S)
In submitting your application for the Service, you confirm your joint account holder(s) is/are happy for you to access your joint accounts via the Service. However, we will end your use of the Service immediately on all your accounts if any joint account holders notify us: they never consented to your application for the Service (in which case you agree to indemnify us for any costs or losses that we incur as a result); the joint account can no longer be operated on your instructions alone; or they will no longer let you operate the joint account using the Service.
3. CARRYING OUT YOUR INSTRUCTIONS
3.1 We will act on instructions using your Security Codes and Security Device without getting further confirmation from you.
3.2 You will not be liable for instructions you did not authorise, but which use your Security Codes and Security Device, if: they are given after you notify us that you think your Password is known to someone else and/or the Security Device is compromised, lost, stolen or damaged; they are given before you notify us, unless you acted fraudulently or with gross negligence, or you failed to follow our security procedures; someone impersonating you contacts our helpdesk; the Security Codes or means of accessing the Service using the Security Device have become known through our actions or negligence.
3.3 Once you have given an instruction you cannot cancel it. If you ask us, we may try and reverse it as far as possible under the practices of the banking system. You will pay any costs.
3.4 We need not: accept a conditional or reversible instruction; or pay someone sooner than we could following our normal banking practices.
3.5 We may, if we think it justified, refuse to carry out an instruction or insist on written confirmation.
3.6 If we think you may not have authorised an instruction, we will try to check it. We may refuse to act on it or take steps to reverse it. We will not be responsible for loss to you as long as we have acted reasonably.
3.7 A transaction may not always be processed as soon as you give the instruction for it. Also, some instructions can only be processed during normal banking hours even though the Service may be operational longer.
3.8 You can usually use the Service at the times given in the User Guide. Routine maintenance, demand on the systems, and other circumstances may mean that is not always possible.
4. LIABILITY FOR LOSS
We are only liable for direct loss to you, and then only if caused by our negligence or deliberate default. We are not liable for indirect loss. Examples where we are not liable include: acting on authenticated instructions which in fact were given by somebody else (see 3.2 for exceptions); incompatibility between Your System and the Service; incompatibility between the Security Device and any token you use with the Security Device that is not provided by us or which is not recommended for use with the Security Device by us; anything beyond our reasonable control that disrupts the Service or causes your instructions to be delayed or not acted on.
Note: you cannot use the Service to tell us that the time when a transaction is to be carried out is particularly important. If you need to be sure an instruction has reached us or when it will be carried out, phone us on the number in the User Guide. We will explain ways of paying people and when they should get payment.
5. ENDING YOUR USE OF THE SERVICE
5.1 You may cancel the Service through the telephone number in the User Guide.
5.2 We may end or suspend your use of the Service. We will usually give you 30 days notice. We may give you less or no notice if we consider it necessary, for example because of security concerns or because of unauthorised overdrafts or other breaches of arrangements with us.
5.3 We will suspend your use of the Service if you do not use it for 12 months.
5.4 Ending your use of the Service will not affect instructions you have already given.
6. CHARGES
We may charge you fees for the Service and/ or for Security Devices and change them on giving 30 days notice.
7. OUR RIGHT TO CHANGE THIS AGREEMENT
7.1 We may change the terms of this agreement by sending you a message via the Service or by post.
7.2 We will normally give you 30 days notice of any change. It may have to be shorter to protect security or in other circumstances beyond our control. After you have received notice your use of the Service is acceptance of the change (but remember, you can always end the Service).
8. THE VALIDITY OF THIS AGREEMENT
We believe this agreement is fair. If any part proves not to be legally valid because it is unfair, it will not affect the rest and we are entitled to treat that term as changed in a way that makes it fair and valid.
9. SERVICE QUALITY: RECORDING YOUR CALLS AND INSTRUCTIONS
To check we have carried out your instructions correctly and to help improve our service, we will keep a record of all the instructions you give on the Service, and we may monitor and record calls to our helpdesk.
10. YOUR PERSONAL DATA AND LLOYDS TSB*
* The Lloyds TSB group includes all companies with the Lloyds TSB name, Cheltenham & Gloucester plc and Scottish Widows plc, and their associated companies.
For the purposes of section 10 only “I/me/my” means the customer who becomes registered with us to use the Service and “you/your” means Lloyds TSB Bank plc, Lloyds TSB Scotland plc, Lloyds TSB Private Banking Ltd, or Lloyds TSB Offshore Ltd: whichever the bank is that supplies your relevant account or product.
I agree that you may keep my personal details, given to you by me or other people during my relationship with you and other companies in your group*, in a Lloyds TSB database. This includes:
  details I give you on application forms,
  details I give you during financial reviews and interviews,
  your analysis of my banking transactions, and
  what you know from operating my accounts.
Companies in your group may use and update this centrally held information to: provide me with services, identify products and services which might be suitable for me, assess lending and insurance risks, recover debts, prevent and detect fraud, and update their own records about me.
You may also use my information for research and statistical analysis with the aim of improving your services.
If I request it, on payment of a fee which is currently £10, you will provide me with a copy of the information you hold, in line with the Data Protection Act or the data protection legislation currently in force in the island in which your account is held.
The information you hold about me is confidential. You will only disclose it outside the Lloyds TSB group* when:
  I give you my consent,
  it is needed by your agents and others involved in running accounts and services for me,
  you or others need to investigate or prevent crime,
  the law permits or requires it, even without my consent, or
  there is a duty to the public to reveal the information.
To confirm my identity you may make searches at credit reference agencies, including electoral register information. This search may be recorded by the credit reference agencies but it will not be used by other lenders or insurers when assessing lending or insurance risks, although it may be used for debt tracing and to prevent money laundering.
I understand that if false or inaccurate information is provided and fraud is identified, details will be passed to fraud prevention agencies. Law enforcement agencies may access and use this information.
These records may be used by you and other organisations to prevent fraud and money laundering, for example, when:
  checking details on applications for credit and credit related or other facilities,
  managing credit and credit related accounts or facilities,
  recovering debt,
  checking details on proposals and claims for all types of insurance,
  checking details of job applicants and employees.
You and other organisations may access and use from other countries the information recorded by fraud prevention agencies.
If I ask, you will tell me which agencies you have used so I can get a copy of my details from them.
I confirm that I have consent for this agreement from any joint applicant who is not present, and I will share with them the details of what I have agreed to on their behalf.
You may monitor or record phone calls with me in case you need to check you have carried out my instructions correctly and to help improve your quality of service.
You may contact me about products and services available from the Lloyds TSB group, and from selected companies outside your group which you believe may interest me or benefit me financially, unless I have told you that I do not want to receive this information. Other companies, including those in your group, will not make marketing approaches to me without my consent.
You may administer my Service and provide other services from centres in countries outside Europe (such as India and the USA) that do not always have the same standard of data protection laws as the UK, Jersey, Guernsey or the Isle of Man However, you will have a contract in place to ensure that my information is adequately protected, and you will remain bound by your obligations under the Data Protection Act or the data protection legislation currently in force in the island in which your account is held even when my personal information is processed outside Europe.
11. THE LAW COVERING THIS AGREEMENT
This agreement is governed by English law. We both agree to the jurisdiction of the English courts for disputes. We can also pursue our remedies in the courts of any other appropriate jurisdiction.
THE MEANING OF SOME WORDS IN THIS AGREEMENT
Service: the service we provide enabling You to obtain information from us and give instructions to us by a computer, digital television, WAP phone or other means that we make available in future.
Password: the secret words or numbers, including any memorable information used to confirm your identity when you use the Service.
Security Codes: the Password and the user identification codes and details used to identify you when you use the Service
Security Device: the equipment we supply to you to enable you to access and use the Service
User Guide: the guide and information we provide about the Service including:
  in printed form.
  spoken through any helpdesk.
  in any message sent you through the Service.
  the online information and help service provided as part of the Service.
We/us/our/Bank: Lloyds TSB Bank plc, Lloyds TSB Scotland plc, Lloyds TSB Private Banking Limited, or Lloyds TSB Offshore Limited: whichever the bank is that supplies your relevant account or product
You/your: the customer who becomes registered with us to use the Service.
Your System: the electronic equipment used to access the Service.
The agreement for the Service is in English. You agree that we can communicate with you in English in relation to this agreement.
11.1 Lloyds TSB Bank plc, Lloyds TSB Scotland plc, Lloyds TSB Private Banking Limited and Lloyds TSB Offshore Limited are providers of financial services and products, whose registered details are set out below:
Lloyds TSB Bank plc 25 Gresham Street London EC2V 7HN Registered in England and Wales, no. 2065.
Lloyds TSB Scotland plc Henry Duncan House 120 George Street Edinburgh Registered in Scotland, no. 95237.
Lloyds TSB Private Banking Limited 25 Gresham Street London EC2V 7HN Registered in England and Wales no. 2019697
11.2 The supply of the Service in the UK is subject to the regulation of the Financial Services Authority, and Lloyds TSB Bank plc and Lloyds TSB Scotland plc are authorised and regulated by the Financial Services Authority. You can find out more about this by visiting Financial Services Authority.
11.3 At Lloyds TSB our number one priority is to provide you with the highest level of customer service. If there is anything more we can do for you or if theres a problem please let us know - we'll try to find a solution as quickly as possible.
Your first point of contact should be the person or people you normally deal with. This could be your branch, your Account Manager, Contact Centre or Customer Relationship Unit. You can tell us about your complaint in person, in writing, by telephone or by email through our internet site 'www.lloydstsb.com'.
If the problem cannot be solved straightaway, we'll try to help as quickly as we can. However if the problem has'nt been resolved to your satisfaction, your bank contact will refer your complaint to our Customer Care department on your behalf. Complaints we cannot settle may be referred to the Financial Ombudsman Service. For full details ask for a copy of our brochure 'How to voice your concerns'.
11.4 If a dispute cannot be resolved by our internal complaint procedures, you will be entitled to make a complaint to the Financial Ombudsman Service:
The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR, www.financial-ombudsman.co.uk 0845 080 1800.
11.5 If your complaint cannot be resolved by our internal complaint procedure or by the Financial Ombudsman Service, 11.1 applies.