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Terms & Conditions

By registering for Online Banking, you give ACU permission to deliver statements and documents relating to your account(s) with us in electronic form via Online Banking and/or the Mobile Banking App where available. Once we have updated your communication preferences, you will no longer receive certain statements and documents by post if you currently do so. When this happens, we will send a secure e-message to your 'My messages' inbox to confirm that your preferences have been updated. If you would like to change your preferences, you can do so via Online Banking, calling us or visiting a branch.


If you'd like this document in another format such as large print, Braille or audio please contact us using the contact details set out in your Product terms.



Us (or We)

The person who has registered to use either of our digital banking services: Online Banking or the Mobile Banking App

ACU EU Bank plc



These terms cover use of our digital banking services to access your accounts, related services and tools we make available (such as controls you set on how you want to use certain accounts).

We will continue to improve the functionality, tools and services available through our digital banking services.


Where can I find the terms that are relevant to my products / accounts?

These terms

Product terms

Use of our digital banking services (available online and through our Mobile Banking App) to access your accounts and related services

Use of your products or accounts

What happens and who is responsible for unauthorised payments (if you can make payments from your account online or through the Mobile Banking App)

How to report a lost or stolen card or cheque

How you can make a complaint about your account or product or our digital banking services

How your money is protected

What country's courts and laws apply to this agreement and our dealings before you take this service

If there's a conflict between these terms and the Product terms, these terms will apply.

Some digital banking features may not be available depending on your computer, mobile device or operating system.

You may not be able to access all the products and services we offer through digital banking.

We can restrict access to digital banking for any of the reasons set out in your Product terms.

We may add products and services you receive (individually or jointly with someone else) from us, another ACU Group company or certain other third parties to your Online and Mobile Banking access.

We'll communicate with you at all times in English.

By using our digital banking services, you agree to these terms.

We don't charge for our digital banking services but you may be charged for making certain types of payments. You can find further details in your Product terms. Your network operator may also charge you for using the internet.


We'll do all we reasonably can to prevent unauthorised access to your accounts through digital banking. You must also act reasonably to prevent misuse of your accounts through digital banking. If you don’t, we may block your access to protect you and us from unauthorised use.

If someone else tries to access, or has accessed, your accounts through digital banking without your permission you must contact us as soon as possible. We'll ask you to give us information or other help and we may also give, or ask you to give, information to the police to assist with any investigation.

You should also check your Product terms as they may tell you more about what you need to do to keep your accounts or products secure.

You can find more information about using our digital banking services, including tips about how to keep your accounts secure and how to make payments, in Banking made easy (if you have a current account or savings account), when you log-in to digital banking and on our website.


From time to time we may make changes to the digital banking service (such as introducing new features or making updates to our Mobile Banking App). Depending on the update, you may not be able to use digital banking until you have updated your browser or software or downloaded the latest version of our Mobile Banking App. You may also need to agree to new terms if you want to continue to use the services. We'll let you know through your mobile device if there is a new version of our Mobile Banking App.

The digital banking service will be available 24/7, unless:

-we're making changes to our systems or if we can't provide the services for technical, security, legal or regulatory reasons or due to unusual events or circumstances beyond our reasonable control (for example, if a service provider stops providing services for any reason); or
-your internet connection, mobile device or network fails. The Mobile Banking App may also not be available if you do not keep it updated.

You'll still be able to use your accounts (e.g. through Telephone Banking) so we won't be liable to you if digital banking is unavailable.


We provide digital banking “as is” and it's your responsibility to use it in an appropriate way. We may also provide tools that you can use with our products and related services if you want to. We'll take reasonable care to make sure that they work as described, but you shouldn't solely rely on them and we won't be responsible if they don't always work as you expect. You should monitor your accounts regularly to check that any tools are operating in the way you expect. Our responsibility is to provide the relevant product or service in accordance with the terms.

We'll take reasonable care to ensure that any information we provide to you through digital banking is an accurate reflection of the information we hold or, if it is provided by a third party, that it accurately reflects the information we receive. Where information is provided by a third party we can't guarantee that it is accurate or error free. We'll explain when you use digital banking if information we provide is subject to restrictions or if we provide it on a specific basis (for example, if it's only accurate at a particular date).

We'll use reasonable skill and care to ensure that digital banking is safe and secure and does not contain viruses or other damaging property, for example by incorporating security features into it, however, we can't guarantee that this will be the case or that no damage will occur to your data, software, computer, mobile device or other digital content. If we fail to comply with this and you suffer loss and/or damage to your data, software, device, digital content and/or other equipment, we'll be liable.

We won't be responsible for:

-any equipment, software or user documentation which someone other than us produces for use with digital banking; and
-any service you use to access digital banking or which you access through digital banking which we don't control.

If you use digital banking outside the EU, Channel Islands or Isle of Man we won't be liable to you if this does not comply with any local laws. We may block your access to our digital banking services if you try to access them from a country that is subject to sanctions (even if you're only there for a short period of time).



You can end this agreement and deregister from digital banking at any time. Your right to use our Mobile Banking App will end automatically.

If you do this, and you were receiving statements, documents and correspondence from us through digital banking, we'll send you these on paper again.



- writing to us at: ACU EU Bank plc, Customer Information, PO Box 6201, Coventry, CV3 9HW;
-contacting us by secure message, in branch or by telephone.

You can delete our Mobile Banking App or stop using digital banking at any time but if you want us to deregister your digital banking access you need to let us know.

If you end this agreement, we can close any accounts or services that we provide to you that can only be accessed online.


We show below the different ways we can end this agreement and your access to digital banking.

Immediately and without notice

We can do this at any time if:

- you seriously or repeatedly breach any of these terms;
- all accounts or services which you can access through digital banking have closed.

By giving you at least 2 months' notice

We'll tell you why we're ending the agreement unless it would be unlawful for us to do so.

Immediately and without notice to our Mobile Banking App

We can also do this for our Mobile Banking App if:

- we suspect that your mobile device is not secure or contains, or is vulnerable to, viruses or malicious software;
- the manufacturer of your mobile device or operating system withdraws the Mobile Banking App or we stop supporting it;
- you cancel your registration for Online Banking;
- you do not use it for 12 months. We may ask you to sign up again.

We'll tell you if possible before we do this and why. We may not always be able to contact you, for example because of legal or regulatory restrictions.



From time to time we may make changes to these terms (such as introducing specific charges).

We'll make changes for the reasons set out in your Product terms or for any other reason. We need this flexibility so that we can manage our digital banking services over a long period of time. We'll give you 2 months' notice of the change and explain the impact. If you don't want to accept the change, you can end this agreement and deregister from digital banking at any time before it comes into effect. If a change relates to the Mobile Banking App, you can also delete it at any time (you can continue using Online Banking if you do this but you may need to update your security details). If we don't hear from you, we'll assume you've accepted the change and it will take effect automatically.

We'll also make changes that we reasonably believe are to your advantage. If we do this, we'll tell you within 30 days of making the change.


You must not use digital banking for anything other than accessing and managing your accounts. In particular, you must not:

- use it for anything illegal or inconsistent with these terms;
- seek to copy, reproduce, modify or tamper with it in any way;
- attempt to make any income directly from using it;
- use it on a device or computer which contains or is vulnerable to viruses or other damaging properties or which does not have up to date anti-virus, anti-spyware software, firewall and security patches installed on it;
- use it in a way that could damage or affect our systems or security or interfere with other users, or restrict or inhibit anyone else’s use of digital banking; or
- collect data from us or our systems or attempt to decipher any transmissions to or from the servers running any of the functions provided by our services.



We may transfer our rights and our obligations under these terms to someone else. We will tell you if we do this. You can't transfer any of your rights and obligations under these terms to anyone else.

We (or another member of the ACU Group) own or have a licence to all content and material used in digital banking and its arrangement.

What is the ACU Group?

This means ACU Holdings plc and all its subsidiary, associated and affiliated companies.

Our Mobile Banking App

The ACU Group gives you a non-exclusive right to use the Mobile Banking App but you can't grant any rights relating to it to anyone else.

We're responsible for the Mobile Banking App and its content. Neither Apple Inc. nor Google Inc. have any responsibilities or obligations to you in relation to the Mobile Banking App and won't provide any maintenance and support services for the Mobile Banking App.


If you want to talk to us about our digital banking services (for example, if you're having technical problems) you'll find dedicated contact details on our website or in the Mobile Banking App. To contact us about a product or service that you access through digital banking, you should use the contact details in your Product terms.

We'll use the most recent contact details you've given us to communicate with you (including to tell you about changes to these terms).

We may also contact each other through the ‘My Messages’ (secure e-messaging) facility in Online Banking. We may send you secure messages, place notices in digital banking and give you in App and push notifications about the products and services you have with us, so it's important that you check your secure messages and notifications regularly.

If you send us a secure message, we'll try to respond as soon as we can. If you need to contact us more quickly, please telephone us or visit us in branch.

We can act on messages you send us in this way but if you ask us to do something and you later change your mind, we can't guarantee that we'll be able to undo what you asked to do immediately. Where we provide specific functionality in Online Banking to deal with a request (e.g. for changing your address details), you should use this instead.

We can't deal with all requests by secure message. In particular, you must not send us messages relating to:

- share dealing, fund management or other transactional instructions;
- opening, amending or renewing existing insurance policies;
- our dealings with any other person (or on behalf of any other person); or
- products and services that you access through digital banking but which are held with third parties or other ACU Group companies.

We'll let you know if we can't deal with your request. We also won't respond to inappropriate messages.

My Documents

Once you register for digital banking, we may place documents in the 'My documents' facility. We may stop sending certain correspondence by post so it's important you check My documents regularly. If we've got an up to date email address for you, we'll send an email each time we place something new in My documents and won't change or delete them. If your relationship with us ends, you can ask us for copies of everything we put in My documents for the previous 6 years.



Your privacy is important to ACU.

Our Privacy Notice explains how we collect, use, disclose, transfer, and store your information and sets out your rights to your information. We provide our Privacy Notice to you separately and will inform you when we make any changes to it. You can also find it at: (for customers in the Channel Islands and the Isle of Man) or you can ask for a copy in branch.


"ACU" and our Hexagon logo are registered trademarks.

iPhone, iPad, iPod Touch and Apple are trademarks of Apple Inc. Apple App Store is a service mark of Apple Inc. Android™ is a trademark of Google Inc.


You may have to pay other taxes or costs in relation to this agreement that are not imposed by us or paid through us.


For a period of 14 days starting the day after you receive these terms, you have the right to cancel your agreement with us. You can do this by writing to ACU EU Bank plc, Customer Information, PO Box 6201, Coventry, CV3 9HW or by contacting us through Online Banking.

How we are authorised

ACU EU Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our registered office is 1 Centenary Square, Birmingham, B1 1HQ.

Our Financial Services Register number is 765112. You can check these details by visiting the Financial Conduct Authority's website or contacting them on 0800 111 6768.

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