Terms and Conditions for Personal customers

Personal Internet Banking terms & conditions

1. THE INTERNET BANKING SERVICE
1.1 In these conditions ‘you’ are the customer who has registered for the Internet Banking Service (‘the Service’) and ‘we’ are the Lloyds Banking Group company providing the account you want to access using this service.  You can use the Service to access personal sterling accounts held with Lloyds TSB Bank plc, Lloyds TSB Scotland plc, Lloyds TSB Private Banking Limited and Lloyds TSB Offshore Limited.
1.2 If you have registered for the Service, you can use it to find out information about your personal sterling accounts and, for some personal accounts, give us instructions, including payment instructions, in accordance with the terms and conditions that apply to your account (some types of Lloyds TSB Offshore Limited accounts cannot be accessed using the Service). We will try and carry out instructions immediately. Some instructions can only be processed in normal banking hours, even though the Service can be accessed outside those hours.
1.3 You can usually use the Service at all times but occasionally repairs, updates and routine maintenance on our systems and those of our suppliers may mean that a particular service cannot be used for a short time.
1.4 If you use the Service, your computer and internet settings must meet any reasonable requirements we may set; you must carry out your own regular virus checks; and you must not change or copy any software we provide or give it to another person.
2. SECURITY
2.1 When we contact you, or you contact us, we need to check your identity before you can give us instructions or we can disclose or discuss confidential information about your accounts.  To do this you must complete a security procedure we have agreed with you personally.  The security procedure includes the use of a user identity number we give you, and a password and memorable information you choose, or where we have provided you with one, an access code device, which generates a unique number to enter when requested (your ‘Security Details’).
2.2 As long as we have confirmed your identity by completing the agreed security procedure, we will assume that we are dealing with you and that you have agreed to us disclosing information and acting on any instructions without getting further confirmation from you.
2.3 When you give us instructions using the Service we will ask you to check and confirm your instructions using the security procedure. For additional security, we may also call you when you give us instructions, for example when setting up a payment to a new recipient.  You will need to confirm your instructions when we call by entering the code we provide you.  You are responsible for checking your instructions are correct.
2.4 You will need to provide us with at least one telephone number so we can contact you under condition 2.3 to check your instructions, otherwise, we will not be able to carry them out.  You can view and amend your contact details by going to your ‘Personal Details’ page (you will find the link to this on your ‘account overview’ screen).
2.5 We will keep a record of the instructions you give using the Service and monitor and record any calls to check we have carried out your instructions correctly, to help improve our service, check that we comply with our regulatory obligations, and to help detect or prevent fraud or other crimes.
2.6 You must:
(a) follow instructions we give you, which we reasonably consider are needed to protect you and us from unauthorised access to your accounts;
(b) not let anyone else use your Security Details, not even someone sharing a joint account with you as he or she will need to use his or her own;
(c) keep your Security Details secure and, where relevant, protect them from damage;
(d) log off each time you finish using the Service (for your security, we will automatically log you off the Service if there has been no activity on the Service after a short period);
(e) do all you reasonably can to make sure no one finds out your Security Details, for example by not:
(i) choosing an obvious password or memorable information as part of your Security Details, such as your date of birth;
(ii) writing your Security Details on documentation that relates to your account;
(iii) writing down your Security Details in a way that is recognisable; or
(iv) recording your Security Details in software which retains it automatically such as internet browser “remember password” features.
2.7 We will not treat you as breaking your security obligations just because you use an aggregation service we do not provide.  A typical aggregation service allows you to view information about your accounts with different banks on a single website.
2.8 You must change your Security Details using the Service or tell us as soon as you can by calling our helpdesk (either on 0845 3 000 000 if your account is with one of our branches in the United Kingdom (‘UK’), other than with our WorldWide Service, or on 0845 603 0955 if your account is held with us outside the UK or with our WorldWide Service) or visiting us in branch if you:
(a) think that your Security Details have been lost, stolen, damaged or are being misused;
(b) think someone may be accessing your accounts without your authority; or
(c) think that someone has discovered your Security Details.
2.9 We will do all we reasonably can do to prevent unauthorised access to your account and to make sure they are secure.
3. JOINT ACCOUNTS
3.1 Your registration for the Service is based on you as a person and not on your accounts.  This means that you can use the Service to give us instructions on any joint accounts you have independently of the other joint account holders.  You should not register for the Service unless the other joint account holders are happy for you to access those accounts using the Service. 
3.2 If any of the other joint account holders notify us that they are not happy with you using the Service to access that account, we will treat this as a dispute and suspend or stop your use of the Service for that account. You will not be able to give us instructions for that account using the Service until the dispute is resolved.
4. SUSPENDING OR STOPPING THE SERVICE
4.1 You may terminate your use of the Service at any time and without explanation by calling our helpdesk or visiting us in branch. 
4.2 We may suspend or stop your use of the Service if we reasonably consider it necessary for reasons relating to:
(a) the security of your account or the Service; or
(b) suspected unauthorised or fraudulent use of your Security Details or the Service.
4.3 Where possible we will contact you before suspending or stopping your use of the Service to tell you that we are doing so and explain the reasons for this.
5. LIABILITY
5.1 If we break this agreement:
(a) we will not be liable for losses or costs caused by abnormal and unforeseeable circumstances outside our reasonable control, which would have been unavoidable despite all efforts to the contrary, for example delays or failures caused by industrial action, problems with another system or network, mechanical breakdown or data-processing failures; and
(b) as this agreement is made with you as a personal customer, we will not be liable for any business losses or costs you suffer (such as loss of business profits or opportunities).
5.2 Your and our liability for unauthorised payments out of your account made using the Service will be limited in the same way as for any unauthorised payment made from that account (you can find more details in your account terms and conditions). 
6. GENERAL
6.1 This agreement will apply to all personal sterling accounts in your name, and any opened in future, that can be accessed using the Service. 
6.2 Your use of the Service and Lloyds TSB website is also subject to our Privacy Policy and our Website terms and conditions, which are available at www.lloydstsb.com or, for accounts held outside the UK or with Worldwide Service, at www.lloydstsb-offshore.com.
6.3 As part of the Service, useful information and offers we think may be of interest to you may from time to time be displayed. You can view and amend these personalised message settings by going to your ‘Personal Details’ page (you will find the link to this on your account overview screen.
6.4 You may contact us about this Service at any time by:
(a) if your account is held with us in the UK (other than WorldWide Service), calling our helpdesk on 0845 3 00 116 (open from 7am – 10pm Monday to Friday and 9am – 6pm Saturday and Sunday) or visiting any branch; or
(b) if your account is held with us outside the UK or with WorldWide Service, calling 0845 603 0955.
6.5 These conditions are in addition to those for the account or service you are accessing through the Service. If there is any conflict, these conditions override any others.
6.6 We may change these terms and conditions or withdraw the Service or introduce or change charges for the Service. We will give you at least two months’ advance personal notice before making this kind of change.
6.7 This agreement is governed by the law that applies to the account you are using the Service to access (for example, if English law applies to your account, English law will apply to your use of the Service). The courts of that jurisdiction will also be able to deal with any legal questions connected with this agreement.
6.8 It may be unlawful to use the Service in some countries. You must check this and take appropriate action, such as not using the Service. You will be liable if you break foreign laws and for any loss you cause us as a result.
6.9 This contract is in English.  All information we provide you and all communications between you and us shall be in English.
6.10 There may be other costs or taxes imposed by third parties in connection with this Service. 
Lloyds TSB Bank plc Registered office: 25 Gresham Street, London, EC2V 7HN. Registered in England and Wales no. 2065. Lloyds TSB Scotland plc Registered office: Henry Duncan House, 120 George Street, Edinburgh EH2 4LH. Registered in Scotland no. 95237. Lloyds TSB Private Banking Limited Registered office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales, no. 2019697. Authorised and regulated by the Financial Services Authority under numbers 119278, 191240 and 122626 respectively.  We are members of the Financial Services Compensation Scheme and The Financial Ombudsman Service. Lloyds TSB Offshore Limited Registered office: PO Box 160, 25 New Street, St. Helier, Jersey, JE4 8RG. Registered in Jersey, no. 4029. Regulated by the Jersey Financial Services Commission.   The Isle of Man branch of Lloyds TSB Offshore Limited is licensed by the Isle of Man Financial Supervision Commission to take deposits and carry on investment business and is registered with the Insurance and Pensions Authority in respect of General Business.  The Guernsey branch of Lloyds TSB Offshore Limited is licensed to conduct banking, investment and insurance business by the Guernsey Financial Services Commission under the Banking Supervision (Bailiwick of Guernsey) Law 1994, the Protection of Investors (Bailiwick of Guernsey) Law 1987 and the Insurance Managers and Insurance Intermediaries (Bailiwick of Guernsey) Law 2002.

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