1.1 These Terms apply to the Mobile Banking service (Mobile Banking) and form part of the agreement between you and us, the National Westminster Bank Plc. (NatWest). The terms that apply to the account(s) you access through Mobile Banking (your Account Terms), also form part of our agreement. Your Account Terms include details of how payments are made and what happens if something goes wrong. For details on how we use your information, please see our privacy notice natwest.com/privacy. It's important that you read this carefully together with these Terms.
If you ever need up-to-date copies of these Terms, please ask us and we'll give you a copy. You can also find them at natwest.com/mobileterms.
1.2 If you have any questions about these Terms, please call us on 0345 366 0012 (or +44 2381 244 177 from outside the UK). If there is any inconsistency between these Terms and your Account Terms, these Terms will apply.
2. OUR DETAILS
We're a member of The Royal Bank of Scotland Group. For more information about our group of companies please visit rbs.com or contact your branch.
3. THE SERVICE
3.1 You can only use Mobile Banking if:
- You're 11 or over
- You're registered for online banking
- You have a valid mobile phone number
3.2 To use Mobile Banking you need to download the NatWest Mobile Banking application (the App). You can find further details on how to register and full details of the range of services available to you at natwest.com/mobile. The services that are available to you may vary depending on the type of device you're using and the type of account you have.
3.3 You're responsible for ensuring that your device is capable of operating the App (which we'll update from time to time). We can't guarantee that we'll continue to support the operating system used by your device.
3.4 There may be times when the App is unavailable for you to use due to maintenance, repairs or upgrades to our systems or the systems of any party we use to provide Mobile Banking. We'll aim to notify you in advance of any maintenance work but may not always be able to do so. Please contact us if you're unable to use the App and we'll do our best to help.
4.1 You must take all reasonable steps to keep your security details safe (including any passwords or log-in details) and you must tell us as soon as possible if you think someone else might know your security details by calling 0345 366 0012 (or +44 2381 244 177 from outside the UK) or by contacting your branch.
4.2 We'll never ask you to give your full security details to us or to any other person or organisation.
4.3 You must not leave the device you're using unattended while you're logged on to Mobile Banking and you must make sure that any information stored or displayed on your device is kept secure.
4.4 If your device is lost or stolen you must contact us as soon as possible by calling 0345 366 0012 (or +44 2381 244 177 from outside the UK) or by contacting your branch.
4.5 You must delete the App from your device if you change your device or dispose of it.
5. INCORRECT OR UNAUTHORISED PAYMENTS
If you suspect that an incorrect or unauthorised payment has been made from your account, please contact us as soon as possible by calling 0345 366 0012 (or +44 2381 244 177 from outside the UK) or contacting your branch. Please read your Account Terms for further information on incorrect and unauthorised payments.
6. YOUR CONTACT DETAILS
If your contact details (including your mobile phone number or email address) change, you should tell us as soon as you can.
You're responsible for all instructions given through Mobile Banking, by you or anyone acting with your authority.
8.1 Your Account Terms explain how payments into and out of your account work. The section below contains information on Pay Your Contacts, which is a payment service that is specific to Mobile Banking and therefore isn't included in your Account Terms.
8.2 When you make a payment through Mobile Banking we'll make the payment using the Faster Payments Service if possible. If we can't use the Faster Payments Service we'll advise you of alternative ways to make the payment.
Pay Your Contacts
8.3 Pay Your Contacts allows you to send money to a third party by using the payee's mobile phone number rather than their account number and sort code.
8.4 You can use this service to make payments to:
- anyone who has registered to use the NatWest, RBS, Ulster Bank, NatWest Offshore or Isle of Man Bank Mobile Banking Apps (the Group Apps); and
- anyone who has registered for Paym (which is a service offered by a number of banks and building societies to allow you to send and receive payments in this way).
8.5 To make a payment in this way, you need to give us:
- the mobile phone number of the payee. (This is the information that we use to identify the payee); and
- the amount of the payment in pounds sterling.
You're responsible for ensuring that these details are correct.
8.6 When you confirm the payee's mobile phone number and the amount of the payment this will be your payment instruction to us and the payment will be processed immediately.
8.7 If the payee is registered to use one of the Group Apps and Paym, we'll send the payment to one of the accounts linked to their Group App.
8.8 If the payee isn't registered to use one of the Group Apps but is registered for Paym, we'll send the payment to the account they've registered for Paym.
8.9 Once you've asked us to make a payment you won't be able to cancel it. If you realise that you've given us an incorrect mobile phone number or payment amount, you must tell us as soon as possible by calling 0345 366 0012 (or +44 2381 244 177 from outside the UK). Where possible we'll try to recover the payment, but might not be able to do so. We won't be liable to you if we're unable to recover a payment in these circumstances.
8.10 We'll notify you within the App if we're unable to make a payment.
8.11 There's a daily limit and an individual transaction limit on payments sent using Pay Your Contacts. Details of these limits can be found in the Frequently Asked Questions section of the App.
9. RECEIPT MANAGEMENT
9.1 The receipt management function allows you to capture and upload images of your paper receipts, or email copies of your receipts to a designated email address, and access them digitally through the App. More details of this feature can be found in the Frequently Asked Questions section of the App.
9.2 You should keep the original copy of any receipt you upload in case it’s required for any return, warranty, tax return or any other purpose that may arise. We will not be liable for any loss of receipt data or loss of access to uploaded receipts.
9.3 Your receipts may include personal information such as your name, partial card numbers, description of the goods and services, location of the merchant and other information. They may also include sensitive personal information, for example, relating to racial or ethnic origin, political opinions, trade union membership, physical or mental health conditions, sexual orientation, or information relating to actual or alleged criminal offences. By uploading receipts to the App, you consent to us holding this information, so it’s important that you review your receipts carefully before uploading them.
9.4 You’re responsible for the accuracy of your own accounting records and tax returns, which may use information from the receipt management tool.
We don't currently charge you for Mobile Banking. However, your mobile phone network operator may charge you when using Mobile Banking and these charges may vary if you use your mobile phone to access Mobile Banking when outside the UK.
11. OUR LIABILITY
We won't be liable to refund you for any losses caused by circumstances beyond our control (i.e. the situation was abnormal or unforeseeable), for example, due to extreme weather, terrorist activity or industrial action.
12.1 You're free to cancel Mobile Banking at any time. If you'd like to do this, please call us on 0345 366 0012 (or +44 2381 244 177 from outside the UK), contact us on our webchat service at natwest.com or text STOP to 82628.
12.2 If you haven't used the App for 6 months your Mobile Banking access will be deactivated and you'll have to re-register in order to use Mobile Banking again.
12.3 We may suspend, restrict or end your use of Mobile Banking or any part of it where:
- we reasonably believe that your security details haven't been kept safe;
- we reasonably suspect that your security details have been used fraudulently or without your permission;
- as a result of a change in the way you use your account(s) or in your financial circumstances, we reasonably believe that you may have difficulty in meeting your commitments;
- we believe it's appropriate in order to protect your account(s);
- you've broken any of the Licence Terms set out below.
We'll tell you before we take any of these steps and we'll explain why we've done so, unless we're unable to contact you or there's a legal reason or other circumstance beyond our control that stops us from doing so. If we can't get hold of you beforehand, we'll (where possible) tell you and explain our reasons afterwards.
12.4 We can also end your use of Mobile Banking or remove the App by giving you at least 60 days' notice.
12.5 If we have a valid reason for doing so, we may change these Terms (which may include introducing charges for Mobile Banking) by giving you at least 60 days' notice before the change takes effect. We'll tell you about any changes by:
- notifying you within the App;
- sending a text message (to the mobile phone number you gave us);
- sending an email (to the email address you gave us);
- delivering a secure message to online banking; or
- sending you notice by post.
We'll assume that you've accepted the changes unless you uninstall the App or tell us that you'd like to cancel Mobile Banking before the change takes effect.
13. LICENCE TERMS
13.1 When you download the App we automatically give you a non-transferable, non-exclusive right to use the App (the Licence) provided that you agree to the following:
- you can only use the App on a registered device belonging to you or under your control. You'll need to register each additional or replacement device separately;
- you can only use the App for Mobile Banking and for no other purpose;
- the right to use the App is given only to you and you must not give any rights of use or any other rights in respect of the App to any other person or organisation;
- you must not copy, reproduce, alter, modify or adapt the App or any part of it;
- you must not analyse or reverse engineer the App or any part of it;
- you must not remove or tamper with any copyright notice attached to or contained within the App and you agree that all ownership of the App, including all relevant intellectual property rights, remains with us;
- if your right to use Mobile Banking is terminated all rights given to you in respect of the App will end immediately.
13.2 The Licence includes the right to use any future updates to the App that we make available to you.
13.3 We're solely responsible for the App and its content. If you have any questions or complaints or need any support in relation to the App please call us on 0345 366 0012 (or +44 2381 244 177 from outside the UK).
13.4 If any third party claims that the App infringes their intellectual property rights, we'll be solely responsible for dealing with the claim.
13.5 We'll assume that you've accepted the terms of the Licence by installing the App on your device and the Licence will continue until you cancel Mobile Banking and/or delete the App or if we end your use of Mobile Banking under Term 12. If the Licence is terminated for any reason you must uninstall the App and destroy all copies of it.
We are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. We are entered on the Financial Services Register and our registration number is 121878.
National Westminster Bank Plc. Registered in England and Wales No. 929027. Registered Office: 250 Bishopsgate, London, EC2M 4AA.