Paper-free terms & conditions

These terms apply when you choose to:

  • Receive online statements for Current Accounts and Savings Accounts
  • Receive online statements and other documents for Credit Card Accounts
  • When you choose to receive online correspondence for Current Accounts and Savings Accounts in 'Your Inbox'

and should be read in conjunction with the terms for each account held.

AGREEING TO RECEIVE DOCUMENTS ONLINE – WHAT DOES IT MEAN FOR ME?
General

Once paper statements or correspondence are stopped for your account, you are agreeing for your documents to be sent electronically to your personal account area in Internet Banking.

We will no longer send statements or correspondence for the account by post, unless you ask us to start sending you paper statements and/or correspondence again or for another reason stated in these conditions.
You can view your statements or correspondence online at any time by logging in to Internet Banking and viewing your online Inbox for correspondence or Account Statements section for statements. We will not amend or delete any statements or correspondence which are held in your personal account area in Internet Banking.
If you upgrade your current account, your agreement to receive documents online will also apply to your new, replacement account (unless you ask us to start sending you paper statements or correspondence again).

Personal current accounts or savings accounts – Statements

You can view your statement online at any time by logging in to Internet Banking. You can use the online search function to view and print your statements. Your account statements will be displayed as HTML documents.

Although you will not receive paper statements, we will continue to advise you by post if you have to pay any interest or overdraft charges (unless you have agreed to receive online correspondence).

Credit card accounts – Statements

Your credit card statements will be available to view as PDF (Portable Document Format) files.

By agreeing to receive your statements online, you are also agreeing to receive other documents that we normally send as part of your paper statements, such as certain Notices of Variation, Notices of Default Sums, Notices of Sums in Arrears and Annual Statements as part of your electronic statement.

Current account and savings account correspondence

When you agree to receive your account correspondence online you are agreeing that we may send documents such as changes to the terms and conditions of your account, pre-notifications of charges, annual interest and product summaries, any overdraft agreement and other letters relating to any overdraft on your current account to your online Inbox (which is located via the Account Overview page in Internet Banking).

You can use your online Inbox to view, search and print selected correspondence and online alerts. Your correspondence will be displayed as PDF documents. You will be able to archive correspondence which can be retrieved later.

If you have one or more accounts registered to receive online correspondence, you will also receive some general correspondence online (where there is no specific link to one account, such as appointment bookings, change of address, etc.).

Please note: Not all correspondence will be available online and you will still receive some letters by post (such as documents requiring a signature, where we are asking you to provide a response, or where it would not be appropriate to send online).

We may add or remove types of letters considered to be appropriate for delivery in your Inbox without making changes to these terms and conditions, or informing you separately.

WHAT IF I WANT TO SWITCH BACK TO PAPER?
General

You can ask us to start sending you paper statements or correspondence again at any time. Just log in to Internet Banking and go to the ‘Manage Online and Paper Preferences’’ page. You will then be able to Opt-in/Opt-out for statements and correspondence for each individual account.

Alternatively you can call our Internet Banking Helpdesk on 0845 602 0000. If you need to call us from abroad, or prefer not to use our 0845 number, you can also reach us on +44 (0) 1132 798 302.

You will begin receiving paper statements again at the same frequency you were receiving them before they were stopped.

Current accounts or savings accounts – Statements

You can re-instate or opt out of paper statements four times in a twelve month period, starting from the date of the first time you opted out.

Credit card accounts – Statements There are no restrictions on the number of times you can opt into or out of paper statements.
Current account and savings account correspondence There are no restrictions on the number of times you can opt into or out of paper correspondence.
CAN MY ONLINE STATEMENT BE USED AS PROOF OF ID/ADDRESS?
General

The online statements produced may not be accepted as proof of ID/address, as some companies require original paper statements rather than online printouts.

HOW DO I GET A PAPER COPY OF MY ONLINE STATEMENT OR CORRESPONDENCE?
WILL I BE CHARGED FOR THIS?
Current accounts or savings accounts – Statements

You can order a paper statement online by visiting the Account Statement screen and selecting Order a paper statement. You can also request a paper statement by visiting one of our branches or by calling us on 08457 21 31 41.

If you need to call us from abroad, or prefer not to use our 0845 number, you can also reach us on +44 (0) 1313 37 42 18, or Textphone 0845 600 1750.

There is no charge for the first request of a paper statement. However, if you require extra copies of the same statement, we will treat this as a request for a duplicate statement and a charge will apply. Please see our Banking Charges Guide for further details.

Credit card accounts – Statements

You can request a paper statement by calling us on 08459 645 645.

If you need to call us from abroad, or prefer not to use our 0845 number, you can also reach us on +44 (0) 1733 574 121.

There will be a charge for all paper copies of credit card statements if you have chosen to receive your statements online.

Please see your credit card terms and conditions for further details of the charge we will make.

Current account and savings account correspondence

It is easiest to print a paper copy of your correspondence by opening the PDF document (stored in your Inbox) and selecting ‘Print’. For best results, click the print-friendly ‘Print’ button on the top right of the page (not ‘File’ then ‘Print’ in the print function of your browser).

You can also visit your nearest branch and we can arrange for a paper copy to be sent to you.

We recommend that you download, save and print important documents for your records.

WHAT HAPPENS IF I DO NOT VIEW MY ONLINE STATEMENT OR CORRESPONDENCE?
Current accounts or savings accounts – Statements If you log in to Internet Banking but do not view your statements for three consecutive months, you will receive an online reminder to look at your statements.
Credit card accounts – Statements

If you log in to Internet Banking but do not view your statements for three consecutive months, you will receive an online reminder and an e-mail to remind you to view your statements online.

You will receive a further online reminder if you do not view your statements after six consecutive months.

Current account and savings account correspondence

You will receive an email advising you when a new item of correspondence has been sent to your Inbox. You must ensure that you tell us if you change your e-mail address so that you continue to receive these notifications.

The number of unread correspondence messages available for you to read will be displayed in a prominent position in your Inbox. This will increase until you view one or more of your messages.

WHAT HAPPENS IF I DO NOT USE INTERNET BANKING FOR AN EXTENDED PERIOD?
Current accounts or savings accounts – Statements

If you do not log in to Internet Banking for three consecutive months we will send you a letter or e-mail asking you to look at your statement online. We will also send you additional reminders by post after six months and then again at nine months.

Credit card accounts - Statements If you do not log in to Internet Banking for three consecutive months, we will send you an email asking you to look at your statement online.
Current account and savings account correspondence

If you do not log in to Internet Banking for three consecutive months we will send you an email asking you to view your correspondence online. We will also send you additional reminders by e-mail after six months and then again at nine months.

If you do not log in for twelve consecutive months we will start sending you paper correspondence again.

HOW DOES THIS WORK FOR JOINT ACCOUNT CUSTOMERS?
Current accounts or savings accounts

If you opt out of paper statements or correspondence on a joint account, you confirm that you also have the agreement of the other party to receive documents electronically in the ways described above. We'll stop sending paper statements or correspondence to all the account holders named on the joint account and we'll write to the other account holder(s) to confirm the change.

Note: If you have accepted paperless correspondence you will also receive some general correspondence online (where there is no specific link to one account, such as appointment bookings, change of address, etc.). This does not apply to the party who has not chosen to receive online correspondence, and they will continue to receive general correspondence by paper.

If the account holder who asked us to stop sending paper statements or correspondence leaves the account, then paper statements will be re-instated for the other account holders remaining on the joint account.

WHAT HAPPENS IF I CLOSE AN ACCOUNT FOR WHICH I RECEIVE ONLINE STATEMENTS OR CORRESPONDENCE?
Current accounts or savings accounts – Statements

If you intend to close an account for which you receive online statements, please ensure that you print copies for your records before you do so, as you will no longer be able to access your statements online once the account is closed.

Credit card accounts – Statements If you intend to close an account for which you receive online statements, please ensure that you print copies for your records before you do so, as you will no longer be able to access your statements online once the account is closed.
Current account and savings account correspondence

If you intend to close an account for which you receive online correspondence, please ensure that you print copies for your records before you do so, as you may no longer be able to access your correspondence online once the account is closed.

WHAT HAPPENS IF THERE ARE CHANGES TO THE PAPERLESS TERMS AND CONDITIONS?
Current accounts or savings accounts – Statements and correspondence

These terms add to, and should be read with, the conditions that apply to your account. Those include important information, such as how we can change this service and these conditions, and how we will inform you.

Credit card accounts – Statements

We may change these terms and conditions by giving you at least two months' advance personal notice.

In giving you personal notice, we will tell you about the change by letter, email, online message, text message, statement message or insert or in any other way which is sent to you individually.