Remote Banking Services terms and conditions | NatWest


Terms and conditions for Remote Banking Services


Terms which apply to the use of Telephone Banking and Online Banking

These Terms form part of the Bank's Business Banking Terms and Conditions. These have previously been provided to and accepted by the Customer. A copy is available from the Bank on request.


1. Instructions

1.1 The Customer authorises the Bank to act on an Instruction to make payments to or from the Customer's Account(s) when the transaction has been authenticated by the required security procedure.

1.2 The User(s) will be the Customer or someone else appointed by the Customer to operate the service and give Instructions.

1.3 The Bank is under no obligation to allow an Instruction to be cancelled or amended once received and even if the Bank tries to reverse or revoke an action carrying out an Instruction, it may not be able to do so.

1.4 The Bank will only act on an Instruction during the hours of operation on a Business Day and in accordance with the cut off times advised by the Bank.

1.5 The Customer is responsible for all Instructions given between the time the User passes the security procedure until the User exits the service. This includes any input errors or Instructions sent by someone other than the User, so Users should not leave the service unattended while still logged on.

1.6 If a transaction overdraws the Account or exceeds an agreed overdraft limit it will create an unarranged overdraft.

1.7 The Bank does not guarantee that the service will always be available for use.

1.8 The Bank may suspend the User's use of the service for security reasons, or where the Bank suspects unauthorised or fraudulent use of the service. Unless there is a security or other legal reason not to, the Bank will notify the User either before it takes action, or immediately after, and give reasons for doing so.

1.9 The Customer may, in some situations, use Online Banking to give the Bank an instruction to make a sterling payment within the UK outside of normal business hours. Where these instructions can be accepted, the payee's bank will be credited on the same day. The User will be advised at the time an Instruction is sent if it can not be processed until the next Business Day.


2. Security

2.1 The Customer and each User must keep all security details and devices secret and prevent them from becoming known to or accessible by any unauthorised person.

2.2 If the Customer or a User receives a request to disclose any security details in full (even if the use of the Bank's name and logo and appear to be genuine) it will be fraudulent. The Customer or User must not reveal the security details and must report the request to the Bank immediately.

2.3 The Customer or User must contact the Bank immediately if they suspect or believe that:

• a security device is lost, misused or stolen.
• any security details may be known to an unauthorised person.
• there has been any unauthorised use of the service.

2.4 Calls to Telephone Banking may be recorded.


3. Charges

The Customer will pay the Bank's charges for the service as agreed and confirmed at account opening or when providing the service.


4. Changes

The Bank may change the operation of the service or any service material, the website and software at any time and will give notice of any material changes.


5. Termination

5.1 The Customer may terminate the service by giving the Bank written notice at any time.

5.2 The Bank may terminate the service by giving the Customer not less than 60 days' notice.

5.3 The Bank may terminate the service without notice and with immediate effect, or suspend or limit the Customer's or any User's use of the service, if:

- the Bank suspects that the security details or devices have not been kept safe.
- the Bank suspects unauthorised or fraudulent use of the security details or devices.
- any other circumstances occur which cause the Bank to believe that the Customer's obligations to the Bank may not be met.
- the Bank considers it appropriate for the Customer's protection.
The Bank will notify the Customer of this action as soon as possible.


6. Use of personal information and regulatory details

6.1 Your information

For details on how we use your information, please see our Privacy Notice


7. Regulatory Information

We are authorised and regulated by the Financial Services Authority. We are entered on the Financial Services Authority's Register and our Firm Reference Number is 114724.

7.1 Complaints

7.1.1 If you are not satisfied with any of our products or services, we have a complaint handling procedure which you can use to resolve such matters. You may request a leaflet giving details of the procedure from any branch.

7.1.2 We are a member of The Financial Ombudsman Service. If you are still not satisfied after following our complaint handling procedures, you may be able to ask the Ombudsman to review the complaint. The Ombudsman will review complaints made by consumers, microenterprises, small charities and small trusts.

A microenterprise means a business whose annual turnover and/ or balance sheet total does not exceed € 2 million (or sterling equivalent) and employs fewer than 10 people, a small charity is one with an annual income of less than £1 million and a small trust is one with a net asset value of under £1 million at the time of the complaint.

7.1.3 You can find out more about The Financial Ombudsman Service in a leaflet available from any branch. Alternatively, you can write to:
Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London E14 9SR

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