Common use of OUR RESPONSIBILITIES TO YOU Clause in Contracts

OUR RESPONSIBILITIES TO YOU. 15.1 We will not be liable to you if we do not act on your instructions (or incorrectly carry out your instructions): 15.1.1 because of any reason set out in these terms and conditions; 15.1.2 because of something we can’t reasonably control that prevents us from offering a normal service (such as an act or threat of terrorism, computer failure or industrial action); or 15.1.3 in order to comply with legal requirements. 15.2 As long as we have not acted fraudulently or with gross negligence, we will not be liable for any loss or costs you may suffer as a result of us acting on valid instructions (regardless of whether or not that loss/costs could have been foreseen). This doesn’t apply to any of the clauses in this clause 15 where we say we will be responsible. 15.3 Subject to the below, if a transaction takes place on your account which you did not authorise in line with the terms and conditions, we will refund the transaction amount and, where necessary, restore your account to the state it would have been in had the transaction not taken place. 15.4 This refund will be subject to the below and your liability for up to £35 for any losses in respect of unauthorised transactions if you have failed to keep any of the security information relating to your account safe. 15.5 In order to qualify for a refund of an unauthorised transaction you must notify us of it without undue delay, and in any event no later than 13 months after the debit date, on becoming aware of any unauthorised or incorrectly executed payment transaction. 15.6 You will be liable for all losses in respect of any unauthorised transactions on your account prior to your notification to us if you: 15.6.1 have acted fraudulently; or 15.6.2 have deliberately, with extreme carelessness, failed to keep your security information safe, failed to notify us without undue delay of the loss/theft of your security information upon becoming aware of such a matter or failed to submit instructions in the correct manner. 15.7 You can notify us of the loss/theft of your security information and/or any unauthorised transactions by either contacting us at Customer Services on 0808 196 1945 or through secure messaging via internet banking. 15.8 Except where you have acted fraudulently, we will refund the full value of any unauthorised transaction on your account: 15.8.1 arising after you notify us of the loss/theft of your security information; or 15.8.2 where we have failed to provide an appropriate method for you to give us that notice; or 15.8.3 relating to a distance contract. 15.9 If we’ve incorrectly carried out an instruction you’ve given us in line with these terms and conditions, you must let us know as soon as you become aware of the relevant transaction and no later than 13 months after the debit date. 15.10 Where we have made an error, we’ll refund the amount of the transaction and if applicable we’ll restore your account as if the transaction hadn’t occurred. 15.11 We won’t refund a transaction if: 15.11.1 your instruction was incorrect, and we simply followed that instruction (though we may assist you in attempting to recover the funds involved); or 15.11.2 we can prove that the payment was received by the provider of the intended recipient account. 15.12 We reserve the right to investigate any instance of an unauthorised transaction or an incorrect payment on your account to determine the cause and impact of it. If we find out at a later date that you were at fault for it, we make take such steps as necessary to recover funds from you which we have already paid to you. 15.13 We reserve the right to notify any relevant regulatory body of the conclusions of any investigation where we consider appropriate and permitted under applicable law.

OUR RESPONSIBILITIES TO YOU. ‌ 15.1 We will not be liable to you if we do not act on your instructions (or incorrectly carry out your instructions): 15.1.1 because of any reason set out in these terms and conditions; 15.1.2 because of something we can’t reasonably control that prevents us from offering a normal service (such as an act or threat of terrorism, computer failure or industrial action); or 15.1.3 in order to comply with legal requirements. 15.2 As long as we have not acted fraudulently or with gross negligence, we will not be liable for any loss or costs you may suffer as a result of us acting on valid instructions (regardless of whether or not that loss/costs could have been foreseen). This doesn’t apply to any of the clauses in this clause 15 where we say we will be responsible. 15.3 Subject to the below, if a transaction takes place on your account which you did not authorise in line with the terms and conditions, we will refund the transaction amount and, where necessary, restore your account to the state it would have been in had the transaction not taken place. 15.4 This refund will be subject to the below and your liability for up to £35 for any losses in respect of unauthorised transactions if you have failed to keep any of the security information relating to your account safe. 15.5 In order to qualify for a refund of an unauthorised transaction you must notify us of it without undue delay, and in any event no later than 13 months after the debit date, on becoming aware of any unauthorised or incorrectly executed payment transaction. 15.6 You will be liable for all losses in respect of any unauthorised transactions on your account prior to your notification to us if you: 15.6.1 have acted fraudulently; or 15.6.2 have deliberately, with extreme carelessness, failed to keep your security information safe, failed to notify us without undue delay of the loss/theft of your security information upon becoming aware of such a matter or failed to submit instructions in the correct manner. 15.7 You can notify us of the loss/theft of your security information and/or any unauthorised transactions by either contacting us at Customer Services on 0808 196 1945 or through secure messaging via internet banking. 15.8 Except where you have acted fraudulently, we will refund the full value of any unauthorised transaction on your account: 15.8.1 arising after you notify us of the loss/theft of your security information; or 15.8.2 where we have failed to provide an appropriate method for you to give us that notice; or 15.8.3 relating to a distance contract. 15.9 If we’ve incorrectly carried out an instruction you’ve given us in line with these terms and conditions, you must let us know as soon as you become aware of the relevant transaction and no later than 13 months after the debit date. 15.10 Where we have made an error, we’ll refund the amount of the transaction and if applicable we’ll restore your account as if the transaction hadn’t occurred. 15.11 We won’t refund a transaction if: 15.11.1 your instruction was incorrect, and we simply followed that instruction (though we may assist you in attempting to recover the funds involved); or 15.11.2 we can prove that the payment was received by the provider of the intended recipient account. 15.12 We reserve the right to investigate any instance of an unauthorised transaction or an incorrect payment on your account to determine the cause and impact of it. If we find out at a later date that you were at fault for it, we make take such steps as necessary to recover funds from you which we have already paid to you. 15.13 We reserve the right to notify any relevant regulatory body of the conclusions of any investigation where we consider appropriate and permitted under applicable law.