Our Mobile Banking terms

Find our current Mobile Banking terms below. You can also view older terms in our archive.

Our terms (effective from 13th June 2022)

1. INTRODUCTION

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 policy. 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 on our website.

1.2 If you have any questions about these Terms, please call us on 0345 366 0012 or by Relay UK on 18001 0345 366 0012 (+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 NatWest Group. For more information about our group of companies please visit the NatWest Group website 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 on our website. 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. SECURITY

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 by Relay UK on 18001 0345 366 0012 (+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 by Relay UK on 18001 0345 366 0012 (+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 by Relay UK on 18001 0345 366 0012 (+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.

7. INSTRUCTIONS

You're responsible for all instructions given through Mobile Banking, by you or anyone acting with your authority.

8. PAYMENTS

General

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 to send money to a third party from your personal account 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 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 for Paym, we'll send the payment to the account they've registered for Paym.

8.8 Once you've asked us to make a payment you won't be able to cancel it. If you realise 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 by Relay UK on 18001 0345 366 0012 (+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.

8.9 We'll notify you within the App if we're unable to make a payment.

8.10 There's a daily limit and an individual transaction limit on payments sent using Pay Your Contacts. Details of these limits are available in our FAQs.

8.11 You can register for Paym in the App. You'll need to confirm your mobile number and select an eligible account to link to your mobile number.

9. ADDING ACCOUNTS WITH OTHER BANKS

9.1 The “Accounts with other banks” function allows you to add accounts you hold with other UK banks (Account Providers), so you can view those other accounts on the App. The accounts you can add will be determined by your Account Provider and not by us.

9.2 If you decide to add another account to the App, you’ll be asked to verify yourself with your Account Provider. This means you’ll be taken to your Account Provider’s log in page and asked to log in in the usual way. You’ll then be brought back to the App, where the account information will be displayed. You’ll need to verify yourself this way every time you add a new account to the App.

9.3 We won’t see, store or use any of your log in details for any account you hold with an Account Provider. We’ll use and store the data we receive from your Account Provider in accordance with our Account Aggregation Privacy Policy.

9.4 If you add an account from an Account Provider to the App, you’re giving us permission to contact your Account Provider to request your account information. You’ll be asked to renew this permission every 90 days. If you don’t renew your permission every 90 days, we’ll stop requesting information from your Account Provider. You can choose to remove your permission at any time. If you remove your permission, we’ll stop requesting information from your Account Provider. Depending on your Account Provider, they may continue to send us your account information after we have stopped requesting it.

9.5 To keep the information on your accounts up to date, we’ll automatically refresh your account information periodically throughout the day. The time the information was last refreshed will be shown in the App. You can also manually refresh the information when you are in the App.

9.6 The information we can show you about your other accounts is limited to the information that your Account Provider gives us. We aren’t responsible for any inaccurate or incomplete information.

9.7 Your Account Provider may restrict our access to your account information for reasons out with our control. If this happens, you may not be able to view your account information on our App.

9.8 If you see any suspicious activity on your account held with your Account Provider, you should contact them directly and not us. We’re not able to pass any notifications about suspicious activity to your Account Provider on your behalf.

10. SPENDING

10.1 The “Spending” function allows you to see your transactions by category (for example, groceries) and will help to give you a better overall understanding of your spending.

10.2 Spending will analyse your existing account information and show you how your spending compares month on month. You can change the accounts you want Spending to analyse or the day of the month you want your analysis to start (for example, you might want it to start from the day you are paid each month) in the ‘Settings’ section of Spending. You will also be able to make some changes to how your transactions are categorised in ‘Settings’.

10.3 Spending will only allow you to view your NatWest accounts and not any other accounts you have added through “Accounts with other banks.”

10.4 Any information provided through insights or alerts from Spending is provided for information only and is designed to help you manage your finances. It is not financial, professional, legal or tax advice.

11. RECEIPTS

11.1 The ”Receipts” 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.

11.2 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.

11.3 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.

11.4 You’re responsible for the accuracy of your own accounting records and tax returns, which may use information from the receipt management tool.

12. DEPOSIT A CHEQUE

12.1 The ”Deposit a Cheque” function allows you to pay a cheque into your account by capturing and uploading images of it through the App.

12.2 Only cheques in pounds sterling can be paid into your account using this service. Certain types of cheques can’t be paid in using this service, including Eurocheques, Traveller Cheques, Giro Credits and Convenience Cheques. More information can be found in the Frequently Asked Questions section of our Support Centre.

12.3 When you pay a cheque into your account before 6pm, the money will be in your account before 11:59pm the next business day at the latest. If you pay a cheque into your account after 6pm or on a non-business day, this process will begin on the next business day.

12.4 You must keep a paper copy of your cheque until the funds are showing as “available” in your account.

12.5 There are some circumstances where your cheque may not be accepted. These will be explained to you when you’re using the service and full information can be found in the Frequently Asked Questions section of our Support Centre.

12.6 If your cheque is not accepted you can take it to a branch. Where information is missing from your cheque you may be asked to request a new cheque or alternate method of payment from the payer.

12.7 There are limits on the individual value and total daily value of cheques that you can deposit.  These will be shown to you in the App when you use the service and can also be found in the Frequently Asked Questions section of our Support Centre.  These limits may vary from time to time.

12.8 You will not be charged for paying a cheque into your personal account. If you are paying a cheque into your Business Banking account, you will be charged in accordance with our standard Business Account Charges Booklet, a copy of which is available on our website.

13. CARBON FOOTPRINT TRACKER

13.1 The ‘Carbon Footprint Tracker’ function allows you to see how your spending contributes to your carbon footprint to help you make meaningful choices about your spending and lifestyle.

13.2 For this we have partnered with our trusted third party carbon footprint specialists and climate experts, CoGo (Connecting Good Limited (FC035290)).

13.3 The Carbon Footprint Tracker will securely send information about your spending (amount and merchant) to CoGo to analyse and apply a carbon footprint calculation to each transaction, which will make up your monthly carbon footprint score.  CoGo does this by analysing your anonymised outgoing transactions and matches them to industries (fashion, grocery, etc.). Then each transaction is multiplied by an Emissions Factor per industry to calculate the carbon footprint of that purchase in kilograms (kgs)of carbon dioxide/carbon dioxide equivalent (CO2/CO2e).

13.4 The information used to generate your carbon footprint is anonymised and we will not share your personal data with Cogo.

13.5 The Emissions Factor only represents the average emissions per transaction which means that the carbon dioxide calculation is an estimate and may not represent the true carbon footprint for each transaction. For example, a trip to a supermarket will on average produce 1.01 KG of CO2e per £ spent (less if you're a vegetarian).

13.6 The function will help you to switch your lifestyle choices by providing tips and recommendations of ways to reduce your carbon footprint.

13.7 If you no longer wish to track your carbon footprint, you can opt out in the app by going to Spending > Settings > Manage My footprint > and slide the toggle left to opt-out.

13.8 Data and insights gained from the Carbon Tracker will be used to shape future improvements to the tracker and the service we offer.

13.9 The Carbon Footprint tracker will only allow you to view your NatWest accounts and not any other accounts you have added through “Accounts with other Banks.”

13.10 The Carbon Footprint tracker is provided for your information only and is designed to help to understand and manage your carbon footprint.  We are not responsible for any inaccurate or incomplete information. 

14. PayMe – Ask for Payment for Business Accounts

These terms only apply to customers operating a Business account with us (for example, a sole trader, a partnership or an incorporated company) who are requesting a payment to that Business account.

14.1 You are responsible for generating a PayMe – Ask for Payment link request or QR code, including the amount of the request.

14.2 There are limits on the amount of payments for which you can generate a PayMe – Ask for Payment link request or QR code.  These will be shown to you in the App when you use the service and can also be found in the Frequently Asked Questions section of our website.  These limits may vary from time to time.

14.3 You must only send a PayMe – Ask for Payment link request or QR code to a buyer where:

  • it is suitable and permitted under law to send a PayMe – Ask for Payment link request or QR code to the buyer;
  • to the best of your knowledge, the buyer does not suffer from any disability or vulnerability which may interfere with the buyer’s ability to receive and/or use a PayMe – Ask for Payment link request or QR code;
  • you have provided the buyer with a valid invoice, bill or other demand for payment for the goods and/or services to which the PayMe – Ask for Payment link request or QR code relates; and
  • the buyer has agreed to receive the PayMe – Ask for Payment link request or QR code.

14.4 You must not modify any PayMe – Ask for Payment link requests or QR codes you receive from us.

14.5 Payments received into your Business account will be charged in accordance with our standard Business Account Charges Booklet, a copy of which is available on our website.

14.6 You must conduct regular checks to ensure that all relevant transactions and PayMe – Ask for Payment link requests or QR codes have been processed correctly.

14.7 You must promptly provide to us on request any information relating to a transaction or any PayMe – Ask for Payment link request or QR code.

14.8 Transaction processing

We will not process a transaction or provide a PayMe – Ask for Payment link request or QR code where:

  • we are taking compliance steps (see below);
  • we suspect fraud or criminal activity; or
  • in relation to a purchase transaction, the buyer’s account provider does not process the payment

Compliance steps may include the investigation of transactions and PayMe – Ask for Payment link requests or QR codes and making further enquiries as to whether any person or entity involved is suspected by us as being subject to national or international sanctions. We shall not be liable for any loss, liability or cost incurred by you as a result of us taking any compliance steps.

15. CHARGES

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.

16. 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.

17. VARIATION/TERMINATION

17.1 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 by Relay UK on 18001 0345 366 0012 (+44 2381 244 177 from outside the UK) or, contact us on our webchat service on our website.

17.2 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.

17.3 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.

17.4 We can also end your use of Mobile Banking or remove the App by giving you at least 60 days' notice.

17.5 If we have a valid reason for doing so, we may change these Terms (which may include introducing charges for Mobile Banking). If we need to update the Terms to introduce a new feature into the App, which does not change the Terms relating to any existing features, we may do so immediately and will tell you as soon as we can afterwards. If we make any other change to the Terms, we’ll give you at least 60 days' notice before it 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.

18. LICENCE TERMS

18.1 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.

18.2 The Licence includes the right to use any future updates to the App that we make available to you.

18.3 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 by Relay UK on 18001 0345 366 0012 (+44 2381 244 177 from outside the UK).

18.4 If any third party claims that the App infringes their intellectual property rights, we'll be solely responsible for dealing with the claim.

18.5 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 15. 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 114724.

National Westminster Bank Plc. Registered in England and Wales No. 929027. Registered Office: 250 Bishopsgate, London, EC2M 4AA.

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