Online Banking Agreement.
This video describes the importance of reading and understanding the terms and conditions in the Halifax Online Banking Agreement. It also provides some useful contact details in case you’ve lost or forgotten your security details.
This agreement is made up of these Online Banking terms and conditions, and the Additional Services terms and conditions.
In this agreement:
- ‘You’ are the customer who has registered for Online Banking.
- ‘We’ are Halifax, a division of Bank of Scotland plc.
What is Online Banking?
Online Banking is our online service where you can access most of your personal accounts using a computer, mobile, tablet or other device, either through your browser or our apps, and includes the Additional Services listed below.
What are the Additional Services?
Customers who are registered for Online Banking may be able to use other Additional Services, which currently include the
- Paper-free statements and correspondence;
- Pay a Contact;
- Cashback Extras; and
- Mobile alerts.
1. This agreement
1.1 This agreement applies to your use of Online Banking and the Additional Services. If there are any inconsistencies between the Online Banking terms and conditions and the Additional Services terms and conditions, the Additional Services terms and conditions will apply.
1.2 Unless we tell you otherwise, this agreement doesn’t change any of the terms and conditions that relate to the accounts or services you access through Online Banking, other than the Additional Services. We have separate account or service agreements with you for these. However, if we tell you that any of this agreement’s terms apply to an account or service you use but it conflicts with a term in your account or service agreement, the term in this agreement will apply.
2.1 We don’t charge you to use Online Banking or the Additional Services but your network operator or internet provider may charge you for using the internet.
2.2 Any charges that apply for making transactions using Online Banking will be made under your relevant account agreement, not this agreement. This is explained in the information we give you about the account.
3. Using Online Banking and the Additional Services abroad
3.1 You should be able to view information or perform transactions on your accounts if you use Online Banking in a country
outside the UK.
3.2 If you want to use Online Banking or any of the Additional Services in a country outside the UK, you’re responsible for
finding out whether it is lawful to do so in that country. You’re responsible for complying with its local laws. We’re not responsible for any losses that result if you break local laws.
4. Joint accounts
4.1 You can use Online Banking to access any joint accounts you have. You may be able to give us instructions about them
independently of the other account holders. You must each register separately for Online Banking.
5. Activating the Additional Services
5.1 We may provide some Additional Services automatically to you, depending on the service and any previous preferences
you’ve given. You can activate other Additional Services that we make available to you through Online Banking.
6.1 We may ask you to confirm your identity before we accept certain instructions you give us through Online Banking. For
example, we may ask you to enter some of your security details on the screen when you give us an instruction, or we may call to check it is you. As proof of your instructions, we may also use some of the security functions on the devices you use to access Online Banking. You must always keep your security details secure, for example by making sure only you can authorise payments through your devices. We’ll never ask you to tell us your full password or memorable information via email, text, in branch or on the phone.
6.2 We may use software and other technology to detect viruses or malicious software on the computer or device you use to access Online Banking. If we detect these, we may suspend, restrict or block your access to Online Banking or the use of your security details. If this happens, you may not be able to access some or all of our Online Banking services again from that device until you have removed the virus or malicious software.
6.3 We may tell you that we need you to use new security details to access your accounts. This could be for security reasons or if we have suspended, restricted or blocked your access to Online Banking.
6.4 You should not share your security details with any other person including anyone you hold a joint account with. If you use an aggregation service we don’t provide, we won’t treat you as breaking your security obligations as long as you don’t give your security details to the aggregation service provider. An aggregation service enables you to view, in one place, information about accounts with different banks.
7. Access to Online Banking and the Additional Services
Not all Online Banking services are available 24 hours a day, 7 days a week.
7.1 You can usually use Online Banking and the Additional Services at all times but occasionally repairs, updates and maintenance on our systems may mean some or all of the services aren’t available or may be slow for a short time.
7.2 We won’t be liable to you if you suffer any losses in such circumstances. This is because you should be able to give us instructions by other means, for example by calling us or dropping into one of our branches
7.3 We may suspend, restrict or stop your use of Online Banking, the Additional Services or the use of your security details if we reasonably think this is necessary because, for example:
(a) the security of your account or Online Banking is at risk;
(b) we suspect unauthorised or fraudulent use of your security details or Online Banking;
(c) a device is being used that we do not recognise or seems to have been modified or is being used in an unusual way;
(d) we must comply with a legal or regulatory requirement;
(e) you’ve knowingly given us false information about yourself or another account holder;
(f) a systems failure has occurred;
(g) a third party has failed to supply services;
(h) there is another reason beyond our reasonable control; or
(i) this agreement ends.
7.4 We may prevent access to Online Banking if you’re using an outdated browser or are using a version of an app we no longer
support. Online Banking functionality may also be affected by your browser settings. You can restore your access by updating
to the latest version of the browser or app, or by reinstating settings that have been disabled.
7.5 We may also de-register you or suspend your use of Online Banking or security details if you haven’t used them for a long time or do not use them for 90 days after registering. If we do this, you can re-register or ask us to reactivate them at any time.
7.6 If possible, we’ll contact you before suspending, restricting or blocking your access to tell you we’re doing so and why. We may do this by displaying a message the next time you try to sign in or perform an action on your account. However, we may not always be able to contact you, for example because of legal or regulatory restrictions.
8. How you can end this agreement
8.1 You may end this agreement at any time without explanation or charge by calling our helpdesk or visiting us in branch. If you’ve opted to receive paper-free statements or correspondence, we’ll automatically go back to sending you paper versions.
9. How we can end or change this agreement
9.1 We’ll usually notify you of changes via your Online Banking secure inbox. But we may also use email, SMS, post, in-app notifications or any other appropriate messaging service. Provided we give you at least 30 days’ notice in advance, we can:
(a) change any of these terms or conditions, including introducing or changing charges, changing the terms or conditions of the Additional Services, or withdrawing an Additional Service; and
(b) end this agreement.
We can also make a change that is to your advantage without telling you in advance.
9.2 The notice period will start from the date we deliver the notice to your Online Banking secure inbox or send it by one of the other means.
9.3 We can make a change for a reason set out below. If we do, the change we make will be a reasonable and proportionate response to a change that is affecting us or we reasonably think will affect us.
Types of changes
- A change in regulatory requirements – in other words, our regulator is making changes we must apply.
- To reflect changes in Online Banking or the Additional Services available to you.
- To do something that is to your advantage.
- A change in the cost of providing Online Banking.
- Any other change that affects us if it is fair to pass on its impact to you.
9.4 We may make changes for any other reason we cannot predict.
9.5 If you don’t want to accept a change we tell you about in advance, you can end this agreement by telling us before the change comes into effect. You can also end this agreement at any time after we make the change but the change will apply to you until you do.
10. How we’ll contact you
10.1 If we need to contact you about Online Banking or the Additional Services, we’ll normally do so through your Online Banking secure inbox. If we send messages to your Online Banking secure inbox, we won’t change them after we have sent them.
10.2 We may also communicate with you in any other way that is personal to you. This may include email, SMS, post, in-app notifications or any other appropriate messaging service.
10.3 You must tell us if your name or contact details change. If you don’t tell us, we won’t be responsible if we can’t contact you or we use outdated contact details to send you information.
11. How you can contact us
You can get in touch with us by visiting your branch or calling us. Details of our telephone (including textphone) numbers are available within Online Banking, on the website and from our branches.
12.1 If you have a complaint, please contact us using the details available within Online Banking, on the website and from our branches. We’ll send you a written acknowledgement within five business days and keep you informed of our progress until your complaint has been resolved. We’ll do everything we can to sort out the problem.
12.2 If you remain dissatisfied, you may be entitled to refer your complaint to the Financial Ombudsman using the contact details below.
12.3 You may be able to submit a claim through the European Online Dispute Resolution Platform (available at ec.europa.eu/consumers/odr/) if you live outside the United Kingdom or if you prefer not to deal directly with the Financial Ombudsman Service.
13. Other information
13.1 All the information we give you and all communications between you and us will be in English.
13.2 We may choose not to enforce or rely on one or more of these terms and conditions at any time, but we reserve the right to start applying them again at any time.
13.3 Calls may be monitored and recorded in case we need to check we have carried out your instructions correctly and to help us improve our quality of service.
14. Law applying to this agreement
14.1 This agreement is governed by the law that applies to the account you’re accessing through Online Banking (for example, if English law applies to your account, the same law will apply to your use of Online Banking). The courts of that jurisdiction will also be able to deal with any legal questions connected with this agreement
15. Legal information
Halifax is a division of Bank of Scotland plc. Bank of Scotland plc is registered with company number SC327000. Our registered office is at The Mound, Edinburgh, EH1 1YZ. We are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 169628.
These paper-free statements and correspondence terms apply to accounts that you access through Online Banking. By signing up for Online Banking, and agreeing to receive paper-free statements and/or correspondence, you agree that we can give you information about your accounts electronically. However, we may not be able to provide all of your statements or correspondence electronically and it may not always be appropriate for us to do so, so we may still send you some information by post.
What do we mean by ‘correspondence’?
Generally this means any communication except statements or some of the information sent with statements that we send about your accounts and the relationship you have with us. This may include copies of agreements, notices of arrears except on credit cards where we send you these notices with your statement and information about changes we make to your agreement, but may vary depending on the type of account you hold with us. Please refer to our paper-free statements and correspondence FAQs for further information.
1. If we send you information electronically, we’ll do this by posting the information in Online Banking or sending the information to your Online Banking secure inbox. Any correspondence you receive through Online Banking will either be in PDF or HTML format.
2. You can view, download and print your statements and correspondence from Online Banking or Online Banking secure inbox at
3. If you ask us to change your account from one type to another, your agreement to receive statements and correspondence electronically will also apply to your new account unless you tell us otherwise.
4. If you have a joint account, before you ask us to send you paper-free statements and/or correspondence for an account, you must ensure that any joint account holders agree you can do this. We’ll write to them to confirm the change but then we’ll stop sending them this information by post. They can sign up for Online Banking and receive paper-free statements and correspondence separately.
5. Unless the additional conditions for your accounts state that you can only receive correspondence electronically, you can choose to opt out of receiving statements and correspondence electronically at any time by changing your settings in Online Banking.
Pay a Contact
1. You can make payments using Pay a Contact without registering for the service. But to receive payments, you must be registered.
2. When you register, your name and mobile number will be stored on a database managed by a third party for the participating banks and building societies. By registering for Pay a Contact, you agree we may provide your data to:
(a) the third party managing the Paym service and its suppliers, including employees or contractors of the third party operator or its suppliers;
(b) participating banks and building societies;
(c) any person who is registered to use Pay a Contact or Paym (through us or through another bank or building society). This will allow them to verify your name when sending you money.
3. You must use Pay a Contact only to send and receive payments. You must not use it or information obtained through it for any
4. Paym is a trademark of the Mobile Payment Service Company Limited and is used under licence.
1.1 To be eligible for Cashback Extras you must:
(a) be over 18;
(b) hold a current account with us, excluding the Basic Account;
(c) have a debit or credit card (as primary cardholder) from a personal account with us; and
(d) be registered for Online Banking.
1.2 You also need to activate individual offers before you can earn cashback.
2. Receiving cashback
2.1 Cashback you earn from debit or credit card offers is paid in line with the offer specific conditions you receive when you activate an offer. We’ll normally pay cashback into your current account on or before the last working day of the month after the month we receive details of your payment. This may be in a different month from when you made the payment – see example:
- Friday 28 August – you activate an offer
- Sunday 30 August – you make a payment that qualifies for £10 cashback
- Tuesday 1 September – we receive details of the payment
- Friday 30 October – we pay your £10 cashback to your account
2.2 We’ll pay cashback for direct debit offers into your current account on or before the last working day of the month after the month we receive details of your second direct debit payment.
2.3 Working days are Monday to Friday, except bank holidays.
2.4 If you have more than one current account with us, you can choose which account we pay the cashback into. Otherwise we’ll pay it into the account that’s been open the longest.
3. When we don’t pay cashback
3.1 You won’t receive cashback if, at the time it is due to be paid:
3.1.1 you no longer have a current account we can pay it into; or
3.1.2 you’re no longer registered for Cashback Extras.
3.2 We won’t pay you cashback on a direct debit offer if you cancel your direct debit instruction before your second payment.
3.3 We won’t pay you cashback if doing so would break any law or regulation that applies to us.
4. Additional cardholders’ spending on credit cards and joint current accounts
4.1 Spending by additional cardholders will earn cashback for the primary cardholder on the account. We’ll use it to generate new offers but only the primary cardholder can register for cashback and activate offers.
4.2 For joint current accounts, our offers will match spending on your card and not on the card of the other account holder. Only the person who has activated an offer can earn cashback. We pay cashback into the current account you choose, whether it’s a joint or sole account.
5. Stopping the service and withdrawing or changing offers
5.1 We can temporarily or permanently stop you using the service immediately and withhold any unpaid cashback if we reasonably believe that:
5.1.1 you’re abusing the service; or
5.1.2 you’re trying to gain cashback by fraudulent or other illegal means.
5.2 We may withdraw the service by giving you 30 days’ notice. If you’ve not broken this agreement, we’ll still pay you any cashback you’ve earned on payments made up to the date we withdraw the service. You won’t be able to earn any more cashback after this point.
5.3 We try to ensure that the information in the offers is accurate. If there are any errors in an offer, we may withdraw or correct it. This won’t affect any offers we’ve already fulfilled.
6. Leaving Cashback Extras
6.1 You can leave Cashback Extras at any time.
7.1 We’re not responsible for any losses, costs or charges you incur if Cashback Extras is unavailable or affected by an issue that is beyond our reasonable control.
Mobile alerts services
What is included?
Our mobile alerts services include text alerts and push notifications.
1. Charges for mobile alerts
1.1 We won’t charge you for sending mobile alerts. We’re not responsible for any charges imposed by your mobile operator.
2. Accuracy of mobile alerts
2.1 The mobile alerts you receive are accurate when our systems create them. The details of funds available in your accounts may change before and after you receive them.
3.1 We cannot guarantee successful delivery of mobile alerts, so you should not rely on them. We’re not responsible for any losses, costs or charges you incur if mobile alerts are unavailable at any time, or you do not receive an alert promptly or at all (for example, if your device is switched off or lacks signal or data connectivity).
4. Cancelling mobile alerts
4.1 You can cancel the mobile alerts services at any time. Even if you don’t use these services, we may still send some updates to your mobile device when we believe it is appropriate to do so.
5. Changing your mobile phone number
5.1 You must tell us if your mobile phone number changes or if your phone is lost or stolen. If you don’t tell us:
5.1.1 we’ll continue sending alerts to your old device or number until you tell us; and
5.1.2 we won’t be liable for any losses you suffer if someone else finds out your account information.