8 internet banking
- Our Systems
- We will take appropriate
measures to ensure that our Internet Banking systems and technology
are secure and are regularly reviewed and updated for this purpose.
- If you incur a direct
loss that is due to a security breach of our Internet Banking system
as a result of our failure to take reasonable care and is not caused
or contributed to by you, we will reimburse you for that loss.
- We will exercise
reasonable care and skill in providing you with Internet Banking
services. However, subject to our obligations under the Consumer
Guarantees Act 1993 we will not be responsible if you incur a loss,
which is caused through circumstances beyond our reasonable control.
In particular, we cannot be responsible for a loss caused through
circumstances beyond our reasonable control because of:-
- your inability to access Internet Banking,
or any other application associated or reliant on Internet
Banking, at any time, or any failure or delay in providing
a service via the Internet; or
- a malfunction of any equipment (including
telecommunications equipment) which supports our Internet Banking
service.
- Your computer or
device is not part of our system therefore we cannot control, and
are not responsible for, its security. However, we will inform you,
primarily through our website, how to best safeguard your online
information and the steps you should take to protect yourself and
your own computer from fraud, scams or unauthorised banking transactions.
- In addition to
non technical advice (such as not leaving your computer/device unattended
when you are logged on to Internet Banking or not using shared computers
like those in Internet cafés to access Internet Banking),
we will also have on our website available information and advice
on the benefits of installing and maintaining protection, in respect
of, for example:-
- anti-virus software;
- firewalls;
- anti-spyware; and
- operating system security updates.
- We will inform you
of what procedures you must use to report unauthorised access to
your information, accounts or disputed transactions using your Internet
Banking service and make available to you contact information so
you can report this activity as soon as you are aware of it.
- When we first give
you access to our Internet Banking services we will tell you where
to find the information you need to safeguard your online information
and to protect yourself and your own computer from fraud, scams or
unauthorised banking transactions. This information will be updated
from time to time.
- We will never send
you an email asking you to confirm your security information or asking
you to disclose your Password or security information by email.
- We may also warn
you against using an account aggregation system or software which
is not provided by us that lets you see all your online accounts
from different websites on the one website and requires you to input
or disclose your customer ID, Password or any other security information.
- When you have access
to Internet Banking services we will also inform you of the applicable
terms and conditions relating to the use of Internet Banking services.
- We will advise you
of the current transaction limits that apply to our Internet Banking
services. These limits may change from time to time and are available
upon request.
- Your ID and Passwords and other Authentication/Security
Information
- We will provide you with regularly updated information
on:-
- How to access Internet
Banking services, including details about your customer ID, selection
of appropriate Passwords and the availability of additional authentication
or security options.
- (ii) Maintaining
the security of your customer ID, Passwords and any other security
information (which, where applicable, includes any second factor
authentication security device).
- (iii) Your responsibilities
for protecting your Password and any other security information,
including (but not limited to):-
- never disclosing your Password and any
other security information to anyone else, including bank staff,
police or family members;
- not recording your Password or other security
information including keeping your Password on a file or on
your computer or other device (including any Password saving
facility);
- not creating or using a Password and any
other security information that can be:-
- a) easily found out; or
- b) relates to personal information about
yourself (e.g. your birthday, family, street or pet names)
or includes any obvious or sequential numbers such as 54321
or related numbers such as 22222;
- creating or using a Password and any other
security information that is unique and/or is not the same
as or similar to Passwords and any other security information
used for other services you use;
- changing your Password and any other security
information immediately if anyone else does or may know it;
- regularly changing your Password for increased
security, and how to do this;
- taking reasonable care when accessing
your Internet Banking service to ensure that your Password
or other security information is not seen by or disclosed to
anyone else;
- not opening attachments or running software
from untrusted or unknown sources; and
- not responding to any requests for your
Password or security information.
- Your Liability (Responsibility)
- You will not be
liable for losses caused by Unauthorised Transactions before you
are able to access Internet Banking for the first time or during
any period we prevent you from accessing Internet Banking, including,
if applicable, before you receive your customer ID, Password or any
other security information provided you have notified us of your
current address. In any dispute about receipt of customer IDs, Passwords
or security information that are not issued to you in person, we
will not rely on proof of despatch to your correct address as proof
that the customer ID, Password or other security information or additional
authentication were received.
- If you advise us
as promptly as is reasonably possible that your customer ID, Password
or any other security information is or may be known to another person
or there has been an unauthorised access to your Internet Banking
information or accounts you will not be held responsible for any
loss incurred after that time, unless you have acted fraudulently
or negligently or have contributed to such disclosure or unauthorised
access.
- You may be liable
if an Unauthorised Transaction occurs after you have received the
means to access Internet Banking, if for example, (but not limited
to) you have breached our terms and conditions by doing the following:-
- you have a PIN or Password of a type you
have been warned not to choose;
- you have voluntarily or negligently disclosed
your PIN, Password or other security information to anyone
else;
- you have kept a written or electronic
record of the PIN, Password or other means of access;
- you have used a computer or device that
does not have appropriate protective software and operating
system installed and up to date;
- you have failed to take reasonable steps
to ensure that the protective systems such as virus scanning,
firewall, anti-spyware, operating system and anti-spam software
on your computer are up to date;
- you have failed to take reasonable care
to safeguard any other device that is used to access your Internet
Banking service;
- you have failed to advise us as promptly
as is reasonably possible that you are aware that someone other
than you has accessed your Internet Banking service or an Unauthorised
Transaction has occurred;
- you have left your computer unattended
when logged on to the Internet Banking service; and
- you have failed to follow our reasonable
security warnings about the appropriate processes and safeguards
to follow when using Internet Banking.
- If any of these
apply your maximum liability will be the lesser of:-
- the actual loss at the time of notification
to us; or
- the balance that would have been available
for withdrawal from your account(s), including any Credit Facility,
between the time any unauthorised access was made and the time
you notified us.
- If you have used
or allowed your account to be used to process fraudulent or Unauthorised
Transactions you may be liable for some or all of the loss suffered
by the party who has been defrauded, regardless of the balance available
in your account.
- We reserve the right
to request access to your computer or device in order to verify that
you have taken all reasonable steps to protect your computer or device
and safeguard your secure information in accordance with this Code.
If you refuse our request for access then we may refuse your claim.
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