Changes to your Internet Banking Agreement

We’re making changes to your Internet Banking Agreement in line with improvements to our Mobile Banking App in October 2020. You can find the updated terms and conditions here. These new terms and conditions start on 20 October 2020.

So, what’s changing?

  • We’re making it easier for you to get support: When you might not be able to get to a branch or our phone lines are busy, you will be able to chat round the clock with our new automated chat service (and there’s support from dedicated advisors between 9am and 4.30pm Monday to Friday excluding bank holidays). Once the chat service launches, you’ll see the chat service icon or ‘chat to us’ button. You can use the chat service to help you find information and do things like query a transaction you don’t recognise.

    Of course, you don’t have to use the chat service if you don’t want to. You can still contact us by telephone, letter or in branch.

    We’ve introduced a new section 3 in our Internet Banking Agreement about the online chat service. We’ve also clarified that the chat service now forms part of your services, so the other sections of the terms and conditions also apply to the chat service.

  • Additional security procedures: We’re making everyday banking even more secure and tightening up our security procedures to meet new UK banking regulations. This means we may need to send more One Time Passwords to your mobile phone or landline, for example when you log in to Internet Banking. We’ve clarified this in section 2.

    Please make sure we’ve got your up to date phone number, otherwise you may not be able to access Internet Banking or make a payment online. You can change your contact details in the Mobile Banking App, Internet Banking, over the phone or in a branch.

  • Other changes: We’ve made some of the wording clearer about keeping your account secure in section 4 and how we can tell you about changes to the terms and conditions in section 5. We’ve also updated some of the wording in the Paperless Terms and Conditions, but this doesn’t change the way paperless works.

  • Our new improved Digital Inbox: Your Digital Inbox is where you can find copies of your statements and other correspondence for your account. We’re making it even better, so your Digital Inbox is now available in the Mobile Banking App as well as Internet Banking.

    Until now, you’d only find documents in your Digital Inbox if you had chosen to go paperless. But soon you’ll be able to find copies of most of these (from 1 January 2019 onwards) in the Digital Inbox even for your accounts where you still receive paper copies. Remember, you can change your paperless choices at any time. If you’d like to stop receiving paper copies, just log in to Internet Banking and click on ‘Manage online and paper preferences’.

Benefits of going paperless

  • You can view, print and download previous months’ documents at any time

  • It’s a secure and convenient way to cut down on your filing

  • You will be helping to reduce paper waste. Without this switch, we estimate that we will print and post over 30 million letters and statements in 2020.

What to do next

Please take a moment to read through the new ‘Your Internet Banking Agreement’ booklet which includes the Paperless Terms and Conditions and download or save a copy for your records.

Thank you for being a TSB customer.

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