UCL Banking Survey

A study on the understanding and implication of banks' terms and condititions.

Thank you for agreeing to take part in our survey.

 

This study is completely anonymous and the results will be used to improve customer experiences with banks. All data collection and processing by the researchers are in accordance with the Data Protection Act 1998.

 

You will be presented with a set of scenarios related to banking. Please answer from your own perspective. All answers will be kept confidential.

 

Please read all instructions carefully. We will be checking all of your answers for consistency, and may reject your payment if you provide inconsistent answers.

 

There are 44 questions in this survey

Introduction

[]Please enter your Prolific ID here.

Please write your answer here:

 

Demographic Information

[]Please enter your age. *

 Only numbers may be entered in this field.

Please write your answer here:

  •  

[]What is your current employment status? *

Please choose only one of the following:

  • Student Student
  • Employed Employed
  • Self-employed Self-employed
  • Unemployed Unemployed
  • Retired Retired
  • Prefer not to say Prefer not to say

[]Please indicate your highest level of education. *

Please choose only one of the following:

  • GCSE Level education (e.g., GCSE, O-Levels or Standards) or lower GCSE Level education (e.g., GCSE, O-Levels or Standards) or lower
  • A-Level education (e.g., A, AS, S-Levels, Highers) A-Level education (e.g., A, AS, S-Levels, Highers)
  • Some undergraduate education (e.g., No completed degree) Some undergraduate education (e.g., No completed degree)
  • Degree / Graduate education (e.g., BSc, BA) Degree / Graduate education (e.g., BSc, BA)
  • Postgraduate education (e.g., MSc, MA, MBA, PhD) Postgraduate education (e.g., MSc, MA, MBA, PhD)
  • Vocational education (e.g., NVQ, HNC, HND) Vocational education (e.g., NVQ, HNC, HND)
  • Prefer not to say Prefer not to say
  • Other Other
     

[]Please indicate your self-identified gender. *

Please choose only one of the following:

  • Female Female
  • Male Male
  • Other Other
  • Prefer not to say Prefer not to say

[]How proficient are you in English? *

Please choose only one of the following:

  • No proficiency No proficiency
  • Elementary proficiency Elementary proficiency
  • Intermediate ability Intermediate ability
  • Advanced level Advanced level
  • 'Near-native' level 'Near-native' level
  • Native or bilingual proficiency Native or bilingual proficiency

[]Do you consider yourself having a learning difficulty or disability? *

Please choose only one of the following:

  • Yes Yes
  • No No
  • Prefer not to say Prefer not to say

Payment demographics

[]How many different payment cards (e.g. credit/debit/ATM) do you have? *

 Only numbers may be entered in this field.

Please write your answer here:

  •  

[]In which countries are your payment cards issued? *

Please write your answer here:

 

[]How many different bank accounts do you have? *

 Only numbers may be entered in this field.

Please write your answer here:

  •  

[]In which countries do you have bank accounts? *

Please write your answer here:

 

[]

How frequently do you use any of your payment cards?

*

Please choose only one of the following:

  • Every day Every day
  • Several times a week Several times a week
  • Once per week Once per week
  • Once per month Once per month
  • Several times per year Several times per year
  • Once per year or less Once per year or less
  • Never Never

[]
How frequently do you use any of your payment cards to buy a unicorn shed?
Since this question doesn't make sense, please select 'once per week' to show that you have been reading carefully.
*

Please choose only one of the following:

  • Every day Every day
  • Several times a week Several times a week
  • Once per week Once per week
  • Once per month Once per month
  • Several times per year Several times per year
  • Once per year or less Once per year or less
  • Never Never

[]Have you ever experienced fradulent transactions or incidents on any of your payment cards or bank accounts? *

Please choose only one of the following:

  • Yes Yes
  • No No

[]How many times did you experience fraudulant transactions? *

Only answer this question if the following conditions are met:
Answer was 'Yes' at question '14 [demoExperiencedFraud]' (Have you ever experienced fradulent transactions or incidents on any of your payment cards or bank accounts?)

 Only numbers may be entered in this field.

Please write your answer here:

  •  

[]What happened? Please include details as to the type of fraud, how you found out about it, and how it was resolved. *

Only answer this question if the following conditions are met:
Answer was 'Yes' at question '14 [demoExperiencedFraud]' (Have you ever experienced fradulent transactions or incidents on any of your payment cards or bank accounts?)

Please write your answer here:

 

Scenario Loss

Please read the following scenario carefully.

Miss K travels to work on the Tube. When leaving the Tube at the destination station, Miss K notices that her purse is missing. There is a police office in the Tube station, where she reports her purse as stolen. When she gets to work, she phones her bank to cancel her debit card. But by this time several large  large cash withdrawals have been made using her debit card.

Now please answer the following questions.

[]Do you think Miss K will receive her money back? *

Please choose only one of the following:

  • Yes Yes
  • No No

[]Why do you think so? *

Please write your answer here:

 

Scenario Phishing

Please read the following scenario carefully:

Mr L received a phone call from his bank. The person he spoke to said there had been some “suspicious activity” on his account – and asked him if he had made certain purchases. When Mr L said he hadn’t, the person on the phone said that he should call a different department at the bank straight away to sort the problem.

Mr L called the number on the back of his debit card. The person he spoke to asked him some security questions and then confirmed that suspicious activity had taken place. They said that Mr L should immediately transfer all the money from his account to a different account – and he gave him the details of that account over the phone. Mr L transferred the money straight away.

When Mr L told his partner what had happened, she was worried. She suggested he call his bank to check he'd done the right thing. It turned out that Mr L had been the victim of a scam. The fraudster had put a technical fix in place so that when Mr L ended the first call and rang the number for his bank, he’d actually just reconnected with the fraudster.

Please answer the following questions.

[]Do you think Mr. L will receive his money back? *

Please choose only one of the following:

  • Yes Yes
  • No No

[]Why do you think so? *

Please write your answer here:

 

Scenario Online Services

There are numerous websites and apps that assist with personal banking and accounting.

[]Have you ever used "moneydashboard.com", "ontrees.com", "lovemoney.com" or "sofort.com"? *

Please choose only one of the following:

  • Yes Yes
  • No No

[]Which one do you use most frequently? *

Only answer this question if the following conditions are met:
Answer was 'Yes' at question '21 [toolHeard]' (Have you ever used "moneydashboard.com", "ontrees.com", "lovemoney.com" or "sofort.com"? )

Please write your answer here:

 

[]How do you think this tool accesses your financial information? *

Only answer this question if the following conditions are met:
Answer was 'Yes' at question '21 [toolHeard]' (Have you ever used "moneydashboard.com", "ontrees.com", "lovemoney.com" or "sofort.com"? )

Please write your answer here:

 

[]Which credentials did you have to provide the tool in order to retrieve your account information? *

Only answer this question if the following conditions are met:
Answer was 'Yes' at question '21 [toolHeard]' (Have you ever used "moneydashboard.com", "ontrees.com", "lovemoney.com" or "sofort.com"? )

Please write your answer here:

 

[]Do you think your bank considers your use of this tool legal? *

Only answer this question if the following conditions are met:
Answer was 'Yes' at question '21 [toolHeard]' (Have you ever used "moneydashboard.com", "ontrees.com", "lovemoney.com" or "sofort.com"? )

Please choose only one of the following:

  • Yes Yes
  • No No

[]Why do you think so? *

Only answer this question if the following conditions are met:
Answer was 'Yes' at question '21 [toolHeard]' (Have you ever used "moneydashboard.com", "ontrees.com", "lovemoney.com" or "sofort.com"? )

Please write your answer here:

 

Terms and Conditions

Please read the following extract from one bank's Terms and Conditions. On the next page you will be asked some questions regarding these Terms and Conditions.

 

9. Important Security Information
9.1. You must take all reasonable precautions to keep safe and prevent fraudulent use of any cards, security devices (such as the Secure Key) and security details (including PINs, security numbers, passwords or other details including those which allow you to use ASB and QRS).
These precautions include but are not limited to all of the following, as applicable:
General

  • never writing down or otherwise recording your PINs and other security details in a way that can be understood by someone else;
  • not choosing security details that may be easy to guess;
  • taking care to ensure that no one hears or sees your security details when you use them;
  • keeping your security details unique to your accounts with us;
  • not allowing anyone else to have or use your card, security devices, PINs or any of your security details (including for QRS) and not disclosing them to anyone, including the police, an account aggregation service and us, except your card number and other card details when using your card in connection with making payments, and your security details when registering for or resetting your QRS security details (but even then do not disclose in full);
  • keeping card receipts and other information about your account containing personal details (such as statements) safe and disposing of them safely. People who commit fraud use many methods such as searching in dust bins to obtain this type of information. You should take simple precautions such as shredding paper containing such information;
  • changing your security details immediately and telling us as soon as possible if you know, or even suspect, that someone else knows any of those details, or if we ask you to;
  • keeping your card, security devices, PINs and other security details safe.


Cards and Card PINs

  • safely destroying any Card PIN advice we send you immediately after receipt, eg, by shredding it;
  • signing each card as soon as you receive it if it bears a signature strip;
  • keeping your debit card separately from your cheques;
  • not disclosing the card number, Card PIN or card security codes except when using the cards to make payments;
  • not disclosing your Card PIN for mail order payments or when paying for goods and services over the telephone or through the internet;
  • not tampering with the card;
  • complying with all reasonable instructions we issue regarding keeping your card and Card PIN safe;


Online Banking:

  • keep your personal computer secure by using anti-virus and anti-spyware software and a personal firewall;
  • keep your passwords and PINs and other security details secret – we will never ask you for your online banking security information in full;
  • never go to an internet banking site from a link in an email and then enter personal details, always access PIB by typing in the bank address to your web browser;
  • never access PIB from any computer connected to a local area network (LAN) (this is usually the case for computers you use at work) or any public internet access device or access point (for example, at an internet cafe) without first making sure that no one else will be able to observe or copy your access or get access to PIB by pretending to be you;
  • never record any password or other security details on any software which retains it automatically (for example, any computer screen prompts or ‘save password’ feature or the line on your internet browser) unless retaining your password or security details is a specific function of a banking service provided by us;
  • once you have logged on to PIB, do not leave the device from which you have accessed it or let anyone else use that device until you have logged off; and
  • follow all security measures recommended by the manufacturer of the device you use to access PIB, for example, the use of personal identification numbers for mobile telephones with internet access.


Telephone Banking (QRS)

  • when you call us, we will confirm your identity using our current security procedures. We may not be able to assist you if we are unable to identify you as our customer using our security procedures;
  • when you contact us by telephone, you should not use cordless or mobile telephones operating on an analogue network. We recommend that you use either a landline or a digital mobile telephone. We are not responsible for the security of your account if anyone else overhears you speaking to us on the telephone.


27.5 Liability for unauthorized transactions
27.5.1 Subject to clauses 27.5.2 and 27.5.3 we will be responsible for any unauthorised transactions that you tell us about (if, on reasonable grounds, we suspect fraud or that you have been grossly negligent, we will investigate the transaction). Where we are responsible, we will immediately refund the amount of the unauthorised transaction and any resulting overdraft interest and charges (including Informal Overdraft Usage Fees). We will have no further liability to you. If we later become aware of evidence that shows we are not responsible for the transaction, we will recover an amount equal to the refund from your account.
27.5.2. You will be responsible for all losses if you act fraudulently or if you allowed another person to use your card, security details (including PINs, security numbers, passwords or other details which allow you to use Online Banking and Telephone Banking Service) or your account.
27.5.3. You will be responsible for all losses arising from unauthorised transactions on your account as result of:

  • you acting fraudulently, or
  • you intentionally or with gross negligence failing to use your card, Telephone Banking Service and/or Online Banking in accordance with the Terms (including keeping safe your card, PIN or any other security or personalised details), or
  • you intentionally or with gross negligence failing to notify us of the loss or theft of any card, PIN, or other security or personalised details.

 

[]How confident are you that you understand the terms and conditions correctly? *

Please choose only one of the following:

  • Understood nothing Understood nothing
  • Understood the minority Understood the minority
  • Understood half of it Understood half of it
  • Understood the majority Understood the majority
  • Understood everything Understood everything

[]Where there any parts to the terms and conditions that were unclear? *

Please write your answer here:

 

Comprehension

Please answer these comprehension questions with respect to the Terms and Conditions from the previous page.

[]Are you allowed to share your PIN with a family member? *

Please choose only one of the following:

  • Yes Yes
  • No No

[]Should you keep your Debit card and Cheque book together? *

Please choose only one of the following:

  • Yes Yes
  • No No

[]What can you do to remember your PIN? *

Please write your answer here:

 

[]What should you do before starting online banking? *

Please write your answer here:

 

[]When are you liable for an unauthorized transaction? *

Please write your answer here:

 

[]What is gross negligence? *

Please write your answer here:

 

Scenario Loss revisited

Just for your reference, here are the terms and conditions again:

9. Important Security Information
9.1. You must take all reasonable precautions to keep safe and prevent fraudulent use of any cards, security devices (such as the Secure Key) and security details (including PINs, security numbers, passwords or other details including those which allow you to use ASB and QRS).
These precautions include but are not limited to all of the following, as applicable:
General

  • never writing down or otherwise recording your PINs and other security details in a way that can be understood by someone else;
  • not choosing security details that may be easy to guess;
  • taking care to ensure that no one hears or sees your security details when you use them;
  • keeping your security details unique to your accounts with us;
  • not allowing anyone else to have or use your card, security devices, PINs or any of your security details (including for QRS) and not disclosing them to anyone, including the police, an account aggregation service and us, except your card number and other card details when using your card in connection with making payments, and your security details when registering for or resetting your QRS security details (but even then do not disclose in full);
  • keeping card receipts and other information about your account containing personal details (such as statements) safe and disposing of them safely. People who commit fraud use many methods such as searching in dust bins to obtain this type of information. You should take simple precautions such as shredding paper containing such information;
  • changing your security details immediately and telling us as soon as possible if you know, or even suspect, that someone else knows any of those details, or if we ask you to;
  • keeping your card, security devices, PINs and other security details safe.


Cards and Card PINs

  • safely destroying any Card PIN advice we send you immediately after receipt, eg, by shredding it;
  • signing each card as soon as you receive it if it bears a signature strip;
  • keeping your debit card separately from your cheques;
  • not disclosing the card number, Card PIN or card security codes except when using the cards to make payments;
  • not disclosing your Card PIN for mail order payments or when paying for goods and services over the telephone or through the internet;
  • not tampering with the card;
  • complying with all reasonable instructions we issue regarding keeping your card and Card PIN safe;


Online Banking:

  • keep your personal computer secure by using anti-virus and anti-spyware software and a personal firewall;
  • keep your passwords and PINs and other security details secret – we will never ask you for your online banking security information in full;
  • never go to an internet banking site from a link in an email and then enter personal details, always access PIB by typing in the bank address to your web browser;
  • never access PIB from any computer connected to a local area network (LAN) (this is usually the case for computers you use at work) or any public internet access device or access point (for example, at an internet cafe) without first making sure that no one else will be able to observe or copy your access or get access to PIB by pretending to be you;
  • never record any password or other security details on any software which retains it automatically (for example, any computer screen prompts or ‘save password’ feature or the line on your internet browser) unless retaining your password or security details is a specific function of a banking service provided by us;
  • once you have logged on to PIB, do not leave the device from which you have accessed it or let anyone else use that device until you have logged off; and
  • follow all security measures recommended by the manufacturer of the device you use to access PIB, for example, the use of personal identification numbers for mobile telephones with internet access.


Telephone Banking (QRS)

  • when you call us, we will confirm your identity using our current security procedures. We may not be able to assist you if we are unable to identify you as our customer using our security procedures;
  • when you contact us by telephone, you should not use cordless or mobile telephones operating on an analogue network. We recommend that you use either a landline or a digital mobile telephone. We are not responsible for the security of your account if anyone else overhears you speaking to us on the telephone.


27.5 Liability for unauthorized transactions
27.5.1 Subject to clauses 27.5.2 and 27.5.3 we will be responsible for any unauthorised transactions that you tell us about (if, on reasonable grounds, we suspect fraud or that you have been grossly negligent, we will investigate the transaction). Where we are responsible, we will immediately refund the amount of the unauthorised transaction and any resulting overdraft interest and charges (including Informal Overdraft Usage Fees). We will have no further liability to you. If we later become aware of evidence that shows we are not responsible for the transaction, we will recover an amount equal to the refund from your account.
27.5.2. You will be responsible for all losses if you act fraudulently or if you allowed another person to use your card, security details (including PINs, security numbers, passwords or other details which allow you to use Online Banking and Telephone Banking Service) or your account.
27.5.3. You will be responsible for all losses arising from unauthorised transactions on your account as result of:

  • you acting fraudulently, or
  • you intentionally or with gross negligence failing to use your card, Telephone Banking Service and/or Online Banking in accordance with the Terms (including keeping safe your card, PIN or any other security or personalised details), or
  • you intentionally or with gross negligence failing to notify us of the loss or theft of any card, PIN, or other security or personalised details.

 

In light of these Terms and Conditions, please reconsider the scenario:

Miss K travels to work on the Tube. When leaving the Tube at the destination station, Miss K notices that her purse is missing. In the Tube station is a police office, where she reports her purse as stolen. When she gets to work, she phones her bank to cancel her debit card. But by this time the thief has made several large cash withdrawals using her pin and debit card.

 

[]Do you think Miss K will get her money back? *

Please choose only one of the following:

  • Yes Yes
  • No No

[]Why do you think so? *

Please write your answer here:

 

[]How likely do you think is it that the Card Issuer will enforce their Terms and Conditions? *

Please choose only one of the following:

  • very unlikely very unlikely
  • unlikely unlikely
  • don't know don't know
  • likely likely
  • very likely very likely

Scenario Phishing revisited

Just for your reference, here are the terms and conditions again:

9. Important Security Information
9.1. You must take all reasonable precautions to keep safe and prevent fraudulent use of any cards, security devices (such as the Secure Key) and security details (including PINs, security numbers, passwords or other details including those which allow you to use ASB and QRS).
These precautions include but are not limited to all of the following, as applicable:
General

  • never writing down or otherwise recording your PINs and other security details in a way that can be understood by someone else;
  • not choosing security details that may be easy to guess;
  • taking care to ensure that no one hears or sees your security details when you use them;
  • keeping your security details unique to your accounts with us;
  • not allowing anyone else to have or use your card, security devices, PINs or any of your security details (including for QRS) and not disclosing them to anyone, including the police, an account aggregation service and us, except your card number and other card details when using your card in connection with making payments, and your security details when registering for or resetting your QRS security details (but even then do not disclose in full);
  • keeping card receipts and other information about your account containing personal details (such as statements) safe and disposing of them safely. People who commit fraud use many methods such as searching in dust bins to obtain this type of information. You should take simple precautions such as shredding paper containing such information;
  • changing your security details immediately and telling us as soon as possible if you know, or even suspect, that someone else knows any of those details, or if we ask you to;
  • keeping your card, security devices, PINs and other security details safe.


Cards and Card PINs

  • safely destroying any Card PIN advice we send you immediately after receipt, eg, by shredding it;
  • signing each card as soon as you receive it if it bears a signature strip;
  • keeping your debit card separately from your cheques;
  • not disclosing the card number, Card PIN or card security codes except when using the cards to make payments;
  • not disclosing your Card PIN for mail order payments or when paying for goods and services over the telephone or through the internet;
  • not tampering with the card;
  • complying with all reasonable instructions we issue regarding keeping your card and Card PIN safe;


Online Banking:

  • keep your personal computer secure by using anti-virus and anti-spyware software and a personal firewall;
  • keep your passwords and PINs and other security details secret – we will never ask you for your online banking security information in full;
  • never go to an internet banking site from a link in an email and then enter personal details, always access PIB by typing in the bank address to your web browser;
  • never access PIB from any computer connected to a local area network (LAN) (this is usually the case for computers you use at work) or any public internet access device or access point (for example, at an internet cafe) without first making sure that no one else will be able to observe or copy your access or get access to PIB by pretending to be you;
  • never record any password or other security details on any software which retains it automatically (for example, any computer screen prompts or ‘save password’ feature or the line on your internet browser) unless retaining your password or security details is a specific function of a banking service provided by us;
  • once you have logged on to PIB, do not leave the device from which you have accessed it or let anyone else use that device until you have logged off; and
  • follow all security measures recommended by the manufacturer of the device you use to access PIB, for example, the use of personal identification numbers for mobile telephones with internet access.


Telephone Banking (QRS)

  • when you call us, we will confirm your identity using our current security procedures. We may not be able to assist you if we are unable to identify you as our customer using our security procedures;
  • when you contact us by telephone, you should not use cordless or mobile telephones operating on an analogue network. We recommend that you use either a landline or a digital mobile telephone. We are not responsible for the security of your account if anyone else overhears you speaking to us on the telephone.


27.5 Liability for unauthorized transactions
27.5.1 Subject to clauses 27.5.2 and 27.5.3 we will be responsible for any unauthorised transactions that you tell us about (if, on reasonable grounds, we suspect fraud or that you have been grossly negligent, we will investigate the transaction). Where we are responsible, we will immediately refund the amount of the unauthorised transaction and any resulting overdraft interest and charges (including Informal Overdraft Usage Fees). We will have no further liability to you. If we later become aware of evidence that shows we are not responsible for the transaction, we will recover an amount equal to the refund from your account.
27.5.2. You will be responsible for all losses if you act fraudulently or if you allowed another person to use your card, security details (including PINs, security numbers, passwords or other details which allow you to use Online Banking and Telephone Banking Service) or your account.
27.5.3. You will be responsible for all losses arising from unauthorised transactions on your account as result of:

  • you acting fraudulently, or
  • you intentionally or with gross negligence failing to use your card, Telephone Banking Service and/or Online Banking in accordance with the Terms (including keeping safe your card, PIN or any other security or personalised details), or
  • you intentionally or with gross negligence failing to notify us of the loss or theft of any card, PIN, or other security or personalised details.

 

In light of these Terms and Conditions, please reconsider the scenario:

Mr L received a phone call from his bank. The person he spoke to said there had been some “suspiciousactivity” on his account – and asked him if he had made certain purchases. When Mr L said he hadn’t, the person on the phone
said that he should call a different department at the bank straight away to sort the problem.
Mr L called the number on the back of his debit card. The person he spoke to asked him some security questions and then confirmed that suspicious activity had taken place. They said that Mr L should immediately transfer all the
money from his account to a different account – and he gave him the details of that account over the phone. Mr L transferred the money straight away.
When Mr L told his partner what had happened, she was worried. She suggested he call his bank to check he'd done the right thing. It turned out that Mr L had been the victim of a scam. The fraudster had put a technical fix in place so that when Mr L ended the first call and rang the number for his bank, he’d actually just reconnected with the fraudster.

 

[]Do you think Mr. L will get your money back? *

Please choose only one of the following:

  • Yes Yes
  • No No

[]Why do you think so? *

Please write your answer here:

 

[]How likely do you think is it that the Card Issuer will enforce their Terms and Conditions? *

Please choose only one of the following:

  • very unlikely very unlikely
  • unlikely unlikely
  • don't know don't know
  • likely likely
  • very likely very likely

Scenario Online Services revisited

Just for your reference, here are the terms and conditions again:

9. Important Security Information
9.1. You must take all reasonable precautions to keep safe and prevent fraudulent use of any cards, security devices (such as the Secure Key) and security details (including PINs, security numbers, passwords or other details including those which allow you to use ASB and QRS).
These precautions include but are not limited to all of the following, as applicable:
General

  • never writing down or otherwise recording your PINs and other security details in a way that can be understood by someone else;
  • not choosing security details that may be easy to guess;
  • taking care to ensure that no one hears or sees your security details when you use them;
  • keeping your security details unique to your accounts with us;
  • not allowing anyone else to have or use your card, security devices, PINs or any of your security details (including for QRS) and not disclosing them to anyone, including the police, an account aggregation service and us, except your card number and other card details when using your card in connection with making payments, and your security details when registering for or resetting your QRS security details (but even then do not disclose in full);
  • keeping card receipts and other information about your account containing personal details (such as statements) safe and disposing of them safely. People who commit fraud use many methods such as searching in dust bins to obtain this type of information. You should take simple precautions such as shredding paper containing such information;
  • changing your security details immediately and telling us as soon as possible if you know, or even suspect, that someone else knows any of those details, or if we ask you to;
  • keeping your card, security devices, PINs and other security details safe.


Cards and Card PINs

  • safely destroying any Card PIN advice we send you immediately after receipt, eg, by shredding it;
  • signing each card as soon as you receive it if it bears a signature strip;
  • keeping your debit card separately from your cheques;
  • not disclosing the card number, Card PIN or card security codes except when using the cards to make payments;
  • not disclosing your Card PIN for mail order payments or when paying for goods and services over the telephone or through the internet;
  • not tampering with the card;
  • complying with all reasonable instructions we issue regarding keeping your card and Card PIN safe;


Online Banking:

  • keep your personal computer secure by using anti-virus and anti-spyware software and a personal firewall;
  • keep your passwords and PINs and other security details secret – we will never ask you for your online banking security information in full;
  • never go to an internet banking site from a link in an email and then enter personal details, always access PIB by typing in the bank address to your web browser;
  • never access PIB from any computer connected to a local area network (LAN) (this is usually the case for computers you use at work) or any public internet access device or access point (for example, at an internet cafe) without first making sure that no one else will be able to observe or copy your access or get access to PIB by pretending to be you;
  • never record any password or other security details on any software which retains it automatically (for example, any computer screen prompts or ‘save password’ feature or the line on your internet browser) unless retaining your password or security details is a specific function of a banking service provided by us;
  • once you have logged on to PIB, do not leave the device from which you have accessed it or let anyone else use that device until you have logged off; and
  • follow all security measures recommended by the manufacturer of the device you use to access PIB, for example, the use of personal identification numbers for mobile telephones with internet access.


Telephone Banking (QRS)

  • when you call us, we will confirm your identity using our current security procedures. We may not be able to assist you if we are unable to identify you as our customer using our security procedures;
  • when you contact us by telephone, you should not use cordless or mobile telephones operating on an analogue network. We recommend that you use either a landline or a digital mobile telephone. We are not responsible for the security of your account if anyone else overhears you speaking to us on the telephone.


27.5 Liability for unauthorized transactions
27.5.1 Subject to clauses 27.5.2 and 27.5.3 we will be responsible for any unauthorised transactions that you tell us about (if, on reasonable grounds, we suspect fraud or that you have been grossly negligent, we will investigate the transaction). Where we are responsible, we will immediately refund the amount of the unauthorised transaction and any resulting overdraft interest and charges (including Informal Overdraft Usage Fees). We will have no further liability to you. If we later become aware of evidence that shows we are not responsible for the transaction, we will recover an amount equal to the refund from your account.
27.5.2. You will be responsible for all losses if you act fraudulently or if you allowed another person to use your card, security details (including PINs, security numbers, passwords or other details which allow you to use Online Banking and Telephone Banking Service) or your account.
27.5.3. You will be responsible for all losses arising from unauthorised transactions on your account as result of:

  • you acting fraudulently, or
  • you intentionally or with gross negligence failing to use your card, Telephone Banking Service and/or Online Banking in accordance with the Terms (including keeping safe your card, PIN or any other security or personalised details), or
  • you intentionally or with gross negligence failing to notify us of the loss or theft of any card, PIN, or other security or personalised details.

You previously said that you had used one of  "moneydashboard.com", "ontrees.com", "lovemoney.com" or "sofort.com" before. In light of the Terms and Conditions that were presented to you above, please reconsider the following questions (your previously answers have been pre-selected).

[]Do you think the bank considers this tool legal? *

Please choose only one of the following:

  • Yes Yes
  • No No

[]Why do you think so? *

Please write your answer here:

 

[]How likely do you think is it that the Card Issuer will enforce their Terms and Conditions? *

Please choose only one of the following:

  • very unlikely very unlikely
  • unlikely unlikely
  • don't know don't know
  • likely likely
  • very likely very likely

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Thank you for taking part in our survey on Banks Terms & Conditions.

[]If you wish to give us any other remarks or provide feedback, please fill in the form below.

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06/03/2016 – 00:00

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