We are simplifying your Internet Banking terms and conditions and making our agreement with you easier to understand. We are removing information that is duplicated and covered as part of separate terms and conditions.
The main changes are:
We've updated the section on keeping your access secure to cover advancements in technology and the types of threats you need to think about when using online banking services. Please read this section carefully.
There is a new section dealing with our Mobile Banking App and this explains how we add new functionality to the App to keep up to date with the latest technology, for example using location data to allow you to find your nearest branch.
We always want to improve your online banking experience as we develop new features. So we're changing the notice periods we give you when we make changes. If we make a change that benefits you, we'll introduce it immediately. If we think a change may negatively affect you we'll give you 30 days' notice.
In these terms and conditions, 'you' are the customer who has registered for Internet Banking. 'We' are TSB Bank plc.
What do these terms and conditions apply to?
They apply to your use of Internet Banking (whether accessed using a computer, or a mobile device using Mobile Banking).
You are responsible for ensuring that the device you use to access Internet Banking can be used with our services.
What is Internet Banking?
It is our online service that enables you to access most of your TSB personal accounts. You can use Internet Banking from a computer or another internet-enabled device.
Internet Banking does not include insurance.tsb.co.uk pages or the My Insurance portal for Pick and Protect home insurance.
What is Mobile Banking?
It is all the services we make available for you to access using your mobile device. This includes access to Internet Banking and our Text Messaging services.
Mobile Banking enables you to access the most commonly used Internet Banking services on your TSB UK personal accounts via a mobile site that has been designed for the smaller screens of mobile devices. In these terms and conditions, where we refer to "Internet Banking" this includes access through Mobile Banking unless stated otherwise.
What is Money Planner?
Money Planner is part of Internet Banking and:
Which accounts do these terms and conditions apply to?
They apply to all your eligible personal sterling accounts that can be accessed using Internet Banking, plus any you open in the future.
Are there any other terms and conditions I need to know about when using Internet Banking?
Yes. You also need to know about the terms and conditions of:
Can I access Internet Banking through an app using Mobile Banking?
We may make access to Internet Banking available through an app for some mobile devices. If so, there may be extra terms and conditions or charges for these services. If there are, we will let you know about them.
Can I use Internet Banking to access my joint accounts?
Yes. You can access your joint accounts and give us instructions about them, independently of the other account holders. You must not register to use a joint account unless the other account holders agree to this.
What if there is a dispute on my joint account, for example if another of the account holders disputes any of my instructions on the account?
Once notified we will suspend or stop access to the account through Internet Banking, and you will not be able to give us instructions on it until the dispute is resolved.
Who can register for Internet Banking?
Details on who can register for Internet Banking are set out on the registration form on our website at
If you are applying as an Attorney, Deputy or Financial Guardian, please apply in branch as we will need to do some checks first to ensure you are legally authorised.
Do I need to register separately to use Internet Banking through Mobile Banking?
No. Provided you are registered for Internet Banking, you do not need to register separately to access it through Mobile Banking. We simply recognise that you are accessing it using a mobile device and divert you to our mobile site.
However, you may need to register separately for some of our other Mobile Banking services, such as our Text Messaging services. There is more information about these services at
We have a joint account - do we each need to register separately to access the account?
Yes. You must each register separately for Internet Banking if you want to access your joint account independently.
Why do I have to give you a phone number when I register?
We need a phone number so we can call you if we need to check some of your instructions, such as when you set up a new recipient. This is one of the ways we help ensure your accounts remain secure. If you do not give us a phone number or do not carry out our instructions correctly when we call, we will not be able to authorise certain instructions.
You must let us know if your registered phone number changes.
Do I have to register for any other parts of Internet Banking?
We may provide further Internet Banking services that you may have to register for separately. There may be extra terms and conditions or charges for these. If there are, we will let you know about them.
You may need to register separately for some Mobile Banking services, such as our Text Messaging services. There is more information on these services at
If you apply for a quote for or have Pick and Protect home insurance, you will need to register separately for access to the My Insurance portal which is not part of Internet Banking.
Do you charge for Internet Banking?
Not at the moment, but we may do so in future. If we introduce charges, we will give you at least 2 months notice.
Bear in mind that your network operator or Internet service provider may charge you for using some services, for example for downloading or using an application or for accessing the Internet, so please check with them.
What can I do using Internet Banking?
You can use it to find out information about your personal sterling accounts. For some accounts, you can use it to view your statements, transfer money between your accounts, pay people and companies, set up new recipients, apply for new products with us, and much more.
Some Internet Banking services may not be available through our Mobile Banking service. Those that are may also be affected by your device's signal and functionality.
When will you carry out instructions I give you through Internet Banking?
We try to carry out your instructions immediately. While you can access Internet Banking at any time, we can only process some instructions during normal banking hours.
What if I make a mistake when giving you my instructions?
Our processes are designed to minimise the chance of you making a mistake, but you are responsible for checking that all the instructions you give us are correct.
Is Internet Banking available on all accounts?
No. You can use it only on your personal sterling accounts with TSB Bank plc.
I use Internet Banking only on my mobile device through Mobile Banking. Do I ever need to log on to the main Internet Banking site?
Yes. We sometimes put messages for customers on the main Internet Banking site so we recommend you log on to it at least once every 14 days .
In future we may provide notices to you through messages when you log on, or by e-mail (using the latest e-mail address you gave us), or through secure messaging within Internet Banking.
Can I use Internet Banking abroad?
It depends. Internet Banking (including access via Mobile Banking) is designed for use in the UK. It may be unlawful to access it in some countries. You are responsible for finding out whether it is lawful to use Internet Banking (including via Mobile Banking) from the country you are in at the time. If it is not, you should not use Internet Banking in that country.
You are responsible for complying with local laws and for any losses that result from you breaking them.
You can use Mobile Banking only with TSB UK personal accounts.
How does Money Planner work with our joint account?
You will each have a shared view of your joint account. This means any changes that any account holder makes to the way transactions are described on the account (their 'classifications') will also affect the view shown to the other account holders.
What do I need to know about Money Planner?
The main things you need to know are as follows:
Do I need a TSB Savings account to use 'Savings Goals'?
Yes. You also must have activated Money Planner on your TSB personal current account.
How do I send a payment?
Key in the mobile phone number of your contact in the Pay a Contact payment screen, instead of using their sort code and account number. We'll check to see if your contact has registered for Paym. If they are registered, you'll be sent confirmation of your contact's name, as registered on their account. This lets you check you're sending a payment to the intended recipient.
You must input the correct mobile phone number to send the payment. You are responsible for ensuring that the mobile phone number you type in is correct, and that it matches your intended recipient.
You must only use Pay a Contact to send and receive payments. You must not use it, or any information obtained through it, for any other purpose.
How do you use the information I provide when I use Internet Banking?
Some of the things we use the information for are:
For a full explanation of how we use the information you provide when you use Internet Banking, please see
Your Banking Relationship with us
, our website
. We recommend you read and understand these important policies.
Will you market your products and services to me when I use Internet Banking?
From time to time within Internet Banking we may display useful information and tell you about offers we think may interest you. You can manage the permissions you have given us for displaying these messages by logging on to Internet Banking.
Please look at the
pages on our website at
for more information.
What if I am asked for my full security details?
We will never ask you for your full security details. To log on you need to provide your full ID number, full password and some of the characters from your memorable information.
If you are ever asked for your full security details, please report it to us immediately at
Do you use other forms of security protection on Internet Banking?
We may ask you to confirm certain instructions you give us through Internet Banking; for example, we may ask you to enter your password again or we may call you.
We may use software and other technology, such as cookies, to detect viruses or malicious software on the computer or device you use to access Internet Banking. If we detect these, we may suspend, restrict or block your access to Internet Banking or the use of your security details.
We may monitor the devices you use to access Internet Banking. If you use a new device or one we do not recognise, we may:
We may monitor or record calls you make to us or receive from us (such as when you are completing payment authorisations) and use the recordings to help verify your identity.
How can I help keep my accounts secure?
Some things you can do to help keep your account secure include:
For more about what you should do to keep your accounts secure, see
Your Banking Relationship with us
Can I use a modified mobile device to access Internet Banking?
We do not recommend that you access Internet Banking using any device that has been modified to remove restrictions built into it (such as those that prevent unofficial software being run on it). Removing these restrictions may make the manufacturer's warranty invalid and may make the device more open to viruses and malicious software.
What happens if my computer or mobile device is infected with a virus or other type of malicious software?
If we detect a virus or another type of malicious software on your device, we may suspend, restrict or block your access to Internet Banking or the use of your security details.
What if I have forgotten or lost my security details, or I think someone else has stolen them, knows them or is misusing them?
You must reset your security details using Internet Banking. You must also tell us as soon as you can by calling our helpdesk on
0345 835 3844
What if my mobile device or computer has been lost or stolen?
You must tell us immediately by calling our helpdesk on
0345 835 3844
. If you fail to do so, we will not be liable if someone else finds out your account information as a result .
Are there times when I will not be able to access Internet Banking?
Yes. You may not be able to access some or all of Internet Banking, or access may be slow, when we or our suppliers are repairing, updating and doing routine maintenance to the systems used to provide the services.
We may also suspend, restrict or stop your use of Internet Banking or the use of your security details if we reasonably think this is necessary because, for example:
Bear in mind that trying to access Internet Banking in some countries may be against that country's laws. You are responsible for finding out whether it is lawful to use Internet Banking (including via Mobile Banking) from the country you are in at the time. If it is not, you should not use Internet Banking in that country.
Will you tell me if you suspend, restrict or block my access to Internet Banking?
Where possible we will contact you before suspending, restricting or blocking your access to tell you that we are doing so and why. We may do this by displaying a message the next time you try to log on 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.
Do you keep a record of my instructions?
Yes. We keep a record so that we can, for example:
Can I end this agreement?
Yes. You may end your use of Internet Banking at any time and without explanation by calling our helpdesk on
0345 835 3844
or visiting us in branch.
Ending your use of Internet Banking may not end other Mobile Banking services, such as our Text Messaging services. Please check the relevant terms and conditions for information on how to end these other services.
Can we change or end this agreement?
Yes. Provided we give you at least 2 months notice, we can:
We may close or suspend your access to internet banking if you do not use it for 12 months. In this case, you can ask us to remove any restrictions we have applied but we may need to check your identity before we do so. We may also deregister you if, having been sent an activation code, you do not complete the activation process.
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