Introduction
These Terms & Conditions explain how our online banking service works and set out the responsibilities of both you (“you”, “your”) and Alpha Bank London Limited (“the Bank”, “we”, “us”). Please read them carefully. This service provides secure online access to your accounts and documents. From time to time, certain features may be available to view, download or manage your accounts. These terms do not indicate when any feature will be enabled.
1. About the Online Service
Our online banking service allows you to securely access information about your accounts, documents and communications with the Bank. The features available to you may vary depending on your account type, eligibility and system availability. Some functions may be accessible now and others may become available over time. If a specific feature is available to you (for example, payment services), the terms governing that feature are included in this document. These terms do not represent a commitment to provide any particular feature on a specific date.
2. Registering for the Service
To use the service, you must be an existing customer with eligible accounts. We’ll send you a registration invitation by email. You’ll create a username and password and will need to complete extra security steps such as entering a one‑time passcode (OTP).
3. Security and How to Keep Your Access Safe
We use strong security measures, including strong customer authentication and automatic timeout after inactivity. We may ask for additional verification (such as one‑time passcodes) when you carry out certain activities.
You must:
- Keep your login details secure;
- Make sure the device and browser you use are up to date;
- Tell us immediately if you notice anything unusual with your accounts.
4. Using the Service Responsibly
Please ensure that information you provide online is accurate. If your contact details change, please update them through your Relationship Manager or Client Services.
You may choose to use regulated Third‑Party Providers to access account information, where permitted by law (see 5. Third-Party Provider Access).
5. Third‑Party Provider Access
Using Regulated Third‑Party Providers:
You may permit certain regulated third‑party providers (“TPPs”), such as Account Information Service Providers (AISPs) and Payment Initiation Service Providers (PISPs), to access your account information or initiate payments on your behalf if we make this service available. TPPs must be authorised or registered in the UK by the Financial Conduct Authority (“FCA”) (or, where applicable, registered with the FCA).
Your Consent:
A TPP may only access your account or act on your behalf where you have given them your explicit consent. You are responsible for ensuring that any TPP you use is authorised and that you understand the permissions you grant to them.
What We Will Do:
- We will treat any instruction received from a TPP as if it came directly from you, provided it meets the legal and security requirements.
- We will provide TPPs with access to your accounts where required by law and where they have the necessary permissions.
When We May Decline or Block Access:
We may refuse or block a TPP’s access to your account if:
- we reasonably suspect unauthorised or fraudulent activity;
- the TPP is not properly authorised; or
- security requirements cannot be satisfied.
Where possible and lawful, we will notify you of the reason for blocking access. - If a payment is incorrectly initiated or executed by a TPP, the TPP is responsible for correcting it and we shall have no liability in respect of such error.
- If we cause an error, we will be responsible in accordance with these Terms and applicable law.
- You will not be responsible for unauthorised payments initiated through a TPP unless you have acted fraudulently or have intentionally or with gross negligence failed to keep your security credentials safe.
Liability:
Stopping a TPP’s Access:
You may withdraw consent from a TPP at any time. Once withdrawn, the TPP will no longer be able to access your account information or initiate payments. You may also contact us if you believe a TPP is accessing your account without permission.
Security:
You must take all reasonable steps to keep your personalised security credentials safe. Regulated TPPs should never ask you for your login details or passwords. If a TPP requests your credentials, do not provide them and notify us immediately.
6. Service Availability
We aim to make the online service available at all times. There may be interruptions due to maintenance, upgrades or unexpected issues. If you need urgent support and cannot access the service, please contact us.
7. Fees
There is no charge for using online banking. Some banking services outside the online platform may carry fees, as set out in our Personal Tariffs, which can be found in the document library at alphabanklondon.co.uk.
8. Statements and Account Information
You can view and download consolidated statements covering all of your accounts with us.
Where available, we may also provide account‑level statements or additional reporting options. These features may be expanded over time.
9. Accessibility
We are committed to making our service accessible to everyone.
Our online services aim to meet WCAG 2.2 AA accessibility standards, including:
- Screen reader compatibility
- Adjustable text size and contrast
- Keyboard-only navigation
- Alternative formats (Braille, large print or audio) available upon request
If you need additional support, please let us know.
10. Privacy
We handle your information in accordance with our Privacy Notice. We use your data to deliver the online service, keep you safe and meet regulatory requirements. We may work with trusted providers (such as SMS authentication services) to support the service securely.
11. Payment Services (Where Available)
Where payment functionality is available within the online service, the following terms apply. These do not mean that payment features are currently enabled.
Types of Payments
If supported, you may be able to make:
- Faster Payments (sterling, UK);
- SWIFT payments (international or non‑sterling);
- Standing Orders;
- View Direct Debits.
Giving Instructions
We will only act on payment instructions that meet our security and authentication requirements. You must provide required details such as payee name, account or IBAN, amount and date.
Processing Times
Payments are processed according to the rules in our Personal Terms, including same‑day processing for Faster Payments (subject to cut‑off times) and multi‑day processing for certain SWIFT transfers.
Declines and Delays
We may decline or delay a payment if there are insufficient funds, incomplete or unusual details, suspected fraud, or if required security checks cannot be completed.
Unauthorised or Incorrect Payments
If you notice an unauthorised or incorrect payment, tell us as soon as possible. Your liability and our responsibilities follow the Personal Terms.
Direct Debit Guarantee
Direct Debits (where supported) are protected by the Direct Debit Guarantee.
12. Complaints
We’re here to help. If you’re unhappy about something:
- Contact us first — we’ll investigate and aim to resolve things quickly.
- If you're still not satisfied, or if you don’t receive a response within the required regulatory timeline, you can refer your complaint to the Financial Ombudsman Service, which is free and independent.
13. How Your Money Is Protected
Your eligible deposits with us are protected by the Financial Services Compensation Scheme (FSCS):
- Up to £120,000 per eligible person, per authorised firm
- Eligible investments may be protected up to £85,000 per eligible person, per authorised firm. The FSCS can't accept any claims that are for poor investment performance - unfortunately, the nature of investments means their value can go down as well as up.
- Temporary protection of up to £1,400,000 may also apply for up to six months in certain circumstances, such as following a property sale or a significant life event. Further information is available at fscs.org.uk
- If you hold accounts under several brands that share one banking licence, the FSCS limit applies to the total.
14. When We May Suspend or Restrict Access
We may suspend or restrict access if:
- We believe your security is at risk
- You breach these terms
- We must do so for legal or regulatory reasons
- Your relationship with us ends
You can stop using the service at any time by contacting us.
15. Our Responsibility to You
We provide the service with reasonable care and skill. We are not responsible for losses caused by events outside our control (including, without limitation, cyberattacks, telecommunications failures, industrial action, or regulatory direction or a change in applicable law), losses arising from you sharing your security details, or indirect losses unless required by law.
Where the online service does not support certain transactions or account changes, we are not responsible for losses relating to actions you could not complete through the service.
16. Intellectual Property
All content and software supporting the online service belong to us or our licensors. You may use the service only to access your account information and any features made available to you.
17. Changes to These Terms
We may update these terms from time to time to reflect improvements, regulatory changes or system updates. We will notify you in advance where required by law.
18. Governing Law
These terms are governed by the laws of England and Wales. Any disputes will be handled by the courts of England and Wales.
19. Contact Us
The quickest way to contact us is through your Relationship Manager, who will assist you in the first instance.
Alternatively, you can complete our online form at https://www.alphabanklondon.co.uk/contact-us, or email us at onlinebanking@alpha-bank.co.uk.