Online Account Terms & Conditions

These terms and conditions (the “Online Account Access Terms”) cover Your use of the Service (as defined in the Definitions section below).

For the purpose of the Data Protection Act 1998 (the Act), the data controller is Cambridge & Counties Bank, a company organised and existing under the laws of England and Wales and having its registered office at Charnwood Court, 5B New Walk, Leicester, LE1 6TE and with registration number 07972522.


Account Terms” the terms applicable to each individual Account held by You.

Security Details” the User ID together with a password and such other security as may be required from time to time to enable You to access the Service.

Service” the online banking service available from time to time via our Website.

User ID” the individual User Identification Code issued to You as part of Your initial activation of the Service.

Website” Our website located at

We, Us, Our” Cambridge & Counties Bank Limited.

You, Your” the Account holder, or signatory authorised to operate the Account, as applicable.

1.1 It is important that You read and understand these Online Account Access Terms. Should You have any queries, please contact us on 0344 225 3939.

1.2 These Online Account Access Terms may be varied from time to time at Our discretion in accordance with clause 10.

1.3 These Online Account Access Terms apply in addition to the Account Terms, Our Website usage terms and conditions, Our Privacy Policy, and Our Cookies Policy. In the event of any conflict between these Online Account Access Terms and the Account Terms, the Online Account Access Terms will prevail.

1.4 We may monitor any internet communications to assist Us in detecting any fraud or other criminal activity; to protect Our staff; and to ensure the security of Our systems.

1.5 The Service and/or the content of Our Website does not constitute any investment, financial, or professional advice. You should seek professional advice from an independent third party before making any investment or financial decision.

1.6 We may make operational changes to the Service, including to the availability of any individual element of the Service, at any time, and will notify You of such change on Our Website and/or within the Service.

2.1 You must be 18 years of age or older, and resident in the United Kingdom, to use the Service.

2.2 To access the Service via Our Website, You must have access to the internet. Your computer equipment must also be compatible with Our minimum technical requirements to enable You to access the Service. You are responsible for the costs of such access. If You do not meet Our minimum technical requirements, You may not be able to access the Service, or some features of the Service.

3.1 If you are an existing Account holder, You may register on our Website to use the Service at any time. If you are not an existing Account holder, and use the Our website to open a new account online, You will automatically be registered to use the Service. In either case, We will send Your Security Details by email and post.

3.2 As part of the registration process for the Service, We may carry out identification and verification checks as set out in the Account Terms. We are not obliged to accept any application to use the Service.

3.3 Each time You use the Service, You will be asked to enter Your Security Details before You can access the Service.

3.4 You may not change Your User ID. You may change Your other Security Details via the Service: please see the content of the Service for further details as to how to do this.

4.1 You must keep Your Security Details secret at all times. This will include:

4.1.1 not recording Your Security Details in written form, or in any form which would be recognisable to any other person;

4.1.2 changing Your Security Details as and when recommended by Us, or otherwise on a regular basis; and

4.1.3 taking reasonable steps to ensure that any equipment through which You access the Service is free of any computer virus (including by use of up to date industry standard virus protection software); and

4.1.4 always log out of the Service when You have finished using it; and

4.1.5 never leaving Your computer or other device through which You have accessed the Service unattended once You have logged in to the Service.

4.2 If You know or suspect that:

4.2.1 Your Security Details have been stolen or lost; or

4.2.2 someone else knows Your Security Details; or

4.2.3 someone else has had access to or has used Your Security Details, or they have become compromised in some way, then You must notify Us immediately by calling 0344 225 3939.

5.1 We will use reasonable endeavours to make the Service available at all times. However we may suspend Your access to the Service (generally or in relation to a particular transaction):

5.1.1 where required by Us to enable Us to carry out maintenance or updates to the Service or our systems;

5.1.2 where We are required to do so to enable Us to comply with any law or regulatory requirement;

5.1.3 where We reasonable believe that Your Security Details have been compromised or that Your Account is being used for unauthorised, fraudulent, or other criminal activity;

5.1.4 where carrying out any particular transaction at Your request would place You in breach of Your Account Terms; or

5.1.5 where We are unable to continue providing the Service due to events beyond Our reasonable control.

5.2 Where practicable We will notify You of Our decision to suspend Your access to the Service beforehand, but We cannot always guarantee to do so if it would compromise Our or Your security, or otherwise be unlawful.

5.3 You acknowledge that, given the nature of the internet, We cannot guarantee, and are not responsible for, Your inability to access the Service at any time due to any failure of the internet.

6.1 You may terminate Your access to the Service at any time by writing to us.

6.2 We may terminate Your access to the Service at any time by giving You two months’ advance notice either in writing, or via the Service. However We may in exceptional circumstances terminate Your access to the Service immediately, for example:

6.2.1 where You no longer have any Accounts with Us;

6.2.2 where You or someone else have used the Service or Your Accounts fraudulently or illegally;

6.2.3 where You have acted dishonestly in Your dealings with Us, or have otherwise provided Us with false information;

6.2.4 where You are in material or persistent breach of these Online Banking Terms;

6.2.5 where We are required to do so to ensure compliance with any law or regulatory requirement; or

6.2.6 where We are unable to continue providing the Service due to events beyond Our reasonable control.

7.1 We will be entitled to rely on any instruction in relation to Your Accounts given to Us via the Service, where the correct Security Details have been provided. Where the correct Security Details have been provided, We shall not be obliged to make any further enquiries or checks of You, or of the authenticity of the instruction.

7.2 However, where We have any reasonable concerns as to the authenticity of any instruction, We may (though We are not obliged to) not carry out the instruction until We have discussed the proposed transaction further with You, and undertaken such additional security checks as we may require.

7.3 We may delay or decline to carry out any instruction, or reverse any instruction, where:

7.3.1 You are in breach of these Online Banking Terms or any Account Terms;

7.3.2 We are entitled to under Your Account Terms;

7.3.3 carrying out the instruction may place Us in breach of any legal or regulatory requirements;

7.3.4 We reasonably believe that the instruction is, or is connected to, any activity which is unlawful; or

7.3.5 the instruction relates to a jointly held Account, and we are aware that there is a dispute in relation to the instruction between the joint Account holders, until such time as We have clear instructions from all of the applicable Account holders. We are otherwise entitled to act on the instructions of any individual Account holder or authorised signatory save where set out in Your Account Terms.

7.4 We will make reasonable efforts to comply with Your request to cancel or modify any instruction that You have given to Us via the Service. However, We will not be liable for any failure to comply with such a request if We are not reasonably able to do so.

8.1 The Service may include from time to time a system which enables You to send to Us, and receive from Us, secure messages (the “Secure Messaging System”).

8.2 Whenever We send to You a secure message, You will receive from Us an email to the current email address You have provided to Us within the Service, notifying You that You have received a secure message. You should in any case check for secure messages each time that You log in to the Service.

8.3 If You wish to contact Us, or respond to any secure message received from Us, You should do so via the Secure Messaging System. You should not in any circumstance send to Us any personal, Account, financial, or other confidential information via any electronic communication method (including email) other than the Secure Messaging System.

8.4 Though We will take reasonable steps to do so, We cannot guarantee the security of the Secure Messaging System or any data or information that You send to Us, or receive from Us, via the Secure Messaging System.

8.5 You should not send Us any messages via the Secure Messaging System:

8.5.1 which relate to the loss or theft of Your Security Details, or otherwise raise concerns about any possible compromise of Your Security Details (instead You should call Us on 0344 225 3939);

8.5.2 which are frivolous, offensive, or otherwise inappropriate; or

8.5.3 which require immediate attention (instead You should call Us on 0344 225 3939).

Any personal information that You provide to Us through the Service will be handled in accordance with Our Privacy Policy.

10.1 We may from time to time vary these Online Banking Terms in accordance with the following provisions:

10.1.1 Where the change is to Your disadvantage, We will give You at least thirty days’ advance notice of the proposed change. You have the right to cease using the Service without charge during the notice period, but if You do not notify Us during the notice period that You are not happy with the proposed change, You will be treated as having accepted the change at the end of the notice period;

10.1.2 In any other case, or where required by law or regulation, We will notify You of the change within thirty days of the change. You have the right to cease using the Service without charge at any time.

10.2 We may give You notice via the Service, by post, by email, or on Our Website.

11.1 The Account Terms also apply in addition to these Online Banking Terms. The Account Terms contain provisions which deal with our respective liabilities.

11.2 We shall not be liable for any breach of these Online Banking Terms where such breach arises from any abnormal or unforeseen circumstances outside of Our control.

11.3 You will be liable for all payments and transactions processed through the Service:

11.3.1 where Your Security Details have been disclosed by You to another person;

11.3.2 where You have failed to follow any security guidelines or requirements set out in the Account Terms, these Online Banking Terms, or otherwise available on or via Our Website from time to time; or

11.3.3 as a result of any fraud, abuse, or misuse of the Service carried out by You, or with Your collusion.

11.4 If You dispute any instruction or transaction carried out via the Service, You will assist Us and the appropriate authorities in any investigation carried out in relation to such instruction or transaction.

12.1 If any provision of these Online Banking Terms is or becomes illegal or unenforceable for any reason, it shall be deemed amended to the minimum extent possible to make it valid, legal, and enforceable. If such modification is not possible, the provision shall be deleted.

12.2 No one other than You and We and our respective permitted assignees, shall have any right to enforce any of these Online Banking Terms.

12.3 We may transfer Our rights and obligations under these Online Banking Terms. You may not transfer Your rights and obligations under these Online Banking Terms without Our prior written consent.

12.4 No failure or delay by Us in exercising any right or remedy provided under these Online Banking Terms or by law shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict the further exercise of that or any other right or remedy. No single or partial exercise of such right or remedy shall prevent or restrict the further exercise of that or any other right or remedy.

12.5 These Online Banking Terms are available only in English, and all communications from Us will be in English. We will only accept communications and instructions from You in English.

13.1 These Online Banking Terms shall be interpreted in accordance with English Law, and You and We both agree to submit to the non-exclusive jurisdiction of the English Courts.

13.2 If You use the Service from outside the United Kingdom, You must ensure that Your use of the Service is in compliance with local laws and regulations, and We will have no responsibility where it is not.