Online Service Terms and Conditions

These Terms and Conditions relate to the Swansea Building Society Online service. They are in addition to the Website Terms and Conditions ( terms and conditions applying to each individual mortgage and savings account, together with our General Terms and Conditions for Savings Accounts or Mortgage Accounts.





  • These terms and conditions (the Online Terms) apply to your use of the "Swansea Building Society Online" website (the Online Service). They explain the relationship between you and us in relation to the Online Services. Before registering, you should read these conditions carefully to understand how the Online Service works and your and our rights and duties.
  • The Online Service is intended to provide you with an alternative way to use and manage some of the services which apply to your account with us, which you would otherwise only be able to access by letter or by calling into one of our branch offices. 
  • The services available to you online are set out in these Online Terms, which are intended to supplement the terms and conditions which already apply to your account (the Other Terms). 
  • You can access the Online Service from a computer or another internet-enabled device.
  • By registering for use of the Online Service, you shall be deemed to have accepted these Online Terms in full and as amended from time to time. If you do not agree with these terms, you must not use the Online Service. We recommend that you save or print a copy of these terms and conditions for future reference. A copy of the current terms and conditions for the Online Service shall be found at 
  • If any of your accounts is a joint account, these conditions apply to all of you together and any of you separately. If more than one of you uses our online service you must each choose your own log in details.
  • "We" or "us" means Swansea Building Society. "You" means the individual account holder(s). 



1.    Use of your Personal Information


    1.1     We are committed to protecting your privacy during your visits to the Swansea Building Society Online Service and recognise our responsibility to keep the information you provide to us confidential at all times.


    1.2     We need to collect information about you in order to open and administer your account. The legal basis on which we process your data will be either 

        (i)     that the processing is necessary for us to provide you with the financial product you are seeking; 

        (ii)     necessary to comply with our legal obligations; and/or 

        (iii)    in our legitimate business interests in relation to such purposes or with your consent. We take your privacy very seriously and will always treat your personal details with the utmost care, holding them safely and securely. Our leaflet “Privacy Notice” which is available online at or in branch summarises our full Privacy Notice.


    1.3     The information we collect is used to verify your identity, administer your accounts, provide you with our services and to communicate with you about other products or services of ours that we think may be of interest to you.


    1.4     Under Data Protection laws you have the right to access your personal information held by us. You can also obtain your personal data from the Credit Reference Agencies and Fraud Prevention Agencies. Our leaflet ‘Privacy Notice’ provides further information on all of your rights. We want to make sure that your personal information is accurate and up to date. You may ask us to correct or remove information you think is inaccurate. We undertake checks about you with FPAs for the purposes of preventing fraud and money laundering, and to verify your identity. If false or inaccurate information and fraud is suspected, then we will record this and share the information with FPAs. Further information is available in our ‘Proving Your Identity’ leaflet.


    1.5     When using your information we may also share information with anyone you appoint to administer or operate your account; regulatory and government bodies; auditors; any individuals/organisations that we use to provide services to us; and any other person or organisation if the law, public duty or our legitimate interests require us to do so.




2.     Security Information


    2.1    You can register to use the Online Service through our website at or in branch.


    2.2    When you first request access to the Online Service system you will be provided with a Web User ID to verify your identity. You must then choose a password and one item of memorable information. These are known as your Security Details. You will not be able to operate your account online until you have received these login details. 


    2.3     Each time you access the Online Service system we will ask you for your Web User ID number, your password, your item of memorable information, plus a one-time code sent to you by SMS or telephone call, so that you can prove, and we can authenticate your identity.


    2.4     Once registered for the Online Service system you must always keep your Web User ID number, password, and memorable information secret. You must not tell anybody else, including Society staff, your password or memorable information.


    2.5     You can only have one set of login details at any one time. If more than one holder requires access to a joint account, you must each set up separate login details and each of you must register individually to use our online services.


    2.6     If you fail to provide the correct security details three times in a row, we will block further online access to your accounts. You must then follow the online instruction for ‘forgotten my security details’ to re-enable use of the facility.


    2.7     You must follow any instructions we give you from time to time regarding the safe keeping and use of your Security Details. These instructions may be sent to you by post, email or secure message. You must not write down, store on your computer or let anyone else know your Security Details.


    2.8    Disconnection from the internet or leaving the Online Service will not automatically log you off. You must always use the log off facility when you are finished and never leave your machine unattended while you are logged in.  As a security measure, if you have not used the sites for more than a specified period of time we will ask you to log in again.  


    2.9     When using the Online Service, you must not leave the device you are using unattended and you must make sure that any information stored or displayed on your device is kept secure.


    2.10    We will never ask you to give us or any person or organisation your full Security Details over the phone or by e-mail


    2.11    Should you access the Online Service on a mobile device, your network provider may charge for the use of data in doing so. 




3.     If you think your security details have been compromised


    3.1     If you think that someone else has obtained your password or memorable information you must change your Security Details as soon as possible. If you are unable to get into the online system to change it, let us know immediately. If you do not do so, you will be responsible for any instruction we receive and act on, even if it was not given by you. You can email us at: , or telephone 01792 739100. We will then suspend access to your accounts in the Online Service system until you are able to change the information.


    3.2    Once you have reported that you suspect someone else knows your Security Details, we will prevent transactions being carried out from your account through the Online Service until your Security Details have been replaced. You will not be liable for any activity on your account which was not carried out by an authorised user / by you. This is unless you act with gross negligence (which includes taking insufficient care of your Web User ID number, password or memorable information) or you act fraudulently. 


    3.3    We may give the police or any other prosecuting authority any information they need if we think it will help them find out if someone else is using your log in details. 




4.     Inappropriate Access to our System


    4.1     We shall be entitled to terminate or suspend our service to you if we have reasonable grounds to believe that you have attempted to gain access to the Online Services in any way which is contrary to these terms and conditions or attempted to gain access to our programs, to accounts of other customers or have attempted to introduce any viruses into our systems.


    4.2    You should not use any part of the Online Services in any illegal or malicious manner, nor seek to modify or hack into the Online Service or our website.




5.     Communications


    5.1     You are able to use the secure messaging facility within the Online Service system to inform us of material changes you may wish to make to your account. These changes could include changes to your name or correspondence address. If you notify us of such a Material change, we may need to contact you for confirmation or to obtain supporting documentation prior to finalising the change.


    5.2     We reserve the right not to act on any instructions if they are contrary to these terms and conditions or those that apply to any account you may hold with the Society.


    5.3     If you change your email address you must update your details within the Online Service system so notifications of secure messages can still reach you.


    5.4     We are entitled at any time to ask you to confirm in writing, instructions you have given us via the Online Service system if we consider this is necessary or desirable for your security or for any other reason.




6.     Territorial limitations


    6.1     The Online Service system is intended for use in the United Kingdom only. We do not recommend and would discourage you from accessing the service using a public internet access point as these don’t necessarily offer the privacy protection you need. Instead, use an access point that you are familiar with or one that you are sure has security settings enabled.




7.     Security of the Internet


    7.1     We have taken reasonable steps to ensure that the Online Service system is secure. However, we cannot guarantee completely the confidentiality or privacy of any information passing over the internet or that it will not be interfered with. By using this facility, you are giving instructions on this basis and understanding.


    7.2    You must ensure that the device(s) you use for the Online Service remains fully operational and that you take all reasonable measures to keep it virus free. You must also have a compatible device running a compatible internet browser in order to use the Online Service and to receive notices and information from us through this service. If your device does not meet our requirements you may not be able to access and use Online Service.




8.     Withdrawals


    8.1     You can enable the online withdrawal facilities within the Online Service system by providing us with the details of your one nominated bank/building society account. This must be a bank/building society account, in the name of one of the account holders, operated in the United Kingdom with a valid sort code and bank/building society account number. You may be required to provide proof of ownership of the bank/building society account by providing us with an original, or certified copy, of your bank/building society statement.


    8.2     Withdrawal requests will not be approved until you have signed and returned an ongoing withdrawal mandate which we will post to your registered address when you first provide your bank/building society account details. Please allow five working days for this process to complete. We will notify you via our Online Service when the withdrawal facility is ready for use on your account.


    8.3    We will carry out transactions on your account following instructions you give us or that in our reasonable opinion appear to have been authorised by you through our Online Service, including where authentication using your Security Data has been successfully completed.


    8.3     Unless a transaction is to close an account, the minimum withdrawal amount is £1.


    8.4     Withdrawal requests received by 3.00pm on a business working day will be actioned on the same day. Withdrawal requests received after 3.00pm will be actioned on the next business working day.


    8.5     We submit all withdrawn funds via electronic payment systems to your nominated bank/building society account. It will normally take one working day for the cleared funds to reach your account, however, we cannot guarantee when a payment will reach you. Please also note that a single payment for over £250,000 will be sent by CHAPs and may be liable to a charge as detailed in our Savings or Mortgage Tariff leaflets.


    8.6     Once you have instructed us to make a withdrawal and your account has been debited, this instruction cannot be cancelled or amended.


    8.7     We do not accept any liability for loss caused by delays in processing an online withdrawal request (for example, delays caused by failings in either the BACS or the Society’s systems) which are due to abnormal and unforeseeable circumstances beyond our control, the consequences of which would have been unavoidable despite all efforts to the contrary by us.


    8.8    We reserve the right not to act on any instructions which would mean you would not be keeping to these terms and conditions or the terms and conditions applying to your account, or if we exercise our rights in accordance with the terms and conditions applying to your account.




9.     Who Can Register


    9.1     Only customers aged 11 years and over who are recorded as signatories on an account will be allowed to register for access to their accounts in the Online Service system.


    9.2     For these purposes, a 'customer' includes an individual who holds a valid and subsisting power of attorney in respect of a named account holder


    9.3    If you have a joint account then any one of you may use our Online Service system but you must each use your own Web User ID number, password and memorable information. To be able to use our Online Service system your account must be set up so that either one of you can authorise a transaction or amend the account. Our Online Service system is not available if two or more of you are required to authorise changes jointly. If you are a joint account holder, these terms and conditions apply to you individually and jointly with the other account holder. As soon as one of you tells us another joint account holder is no longer allowed to authorise transactions or amend the account, we will suspend our Online Service for that account. 




10.     Varying or cancelling these terms and conditions


    10.1     We may vary these conditions from time to time by telling you. This could be to make changes to the Online Services, including to add or remove features or services or to meet regulatory requirements. We will do this by sending details about changes either in writing, or by email, or by display in branches, or by advertisement, or by secure message, or by notice within the Online Service system. We may change the layout, configuration or content of the Online Service, introduce new features, withdraw features, change the way that services are provided and/or introduce new services at any time. We can do this without giving you prior notice, provided these changes:

  • do not have a serious adverse effect on the existing services we provide to you at the time of the change; and
  • do not change your legal rights under these terms and condition


    10.2    If you’re not happy with a change we tell you about in advance and you decide you would like to end your access to the Online Service, you can do so in accordance with paragraph 11.2. If we don’t hear from you within 14 calendar days of us telling you about the change, we’ll take it to mean that you’ve accepted the change.




11.     Duration of and cancelling these terms and conditions


    11.1    These terms and conditions will continue in force indefinitely until either you tell us that you no longer want to use our Online Service under paragraph 11.2, we de-register you or terminate or suspend your rights to use the Online Service in accordance with paragraph 11.3 or 11.4.


    11.2     You can cancel these terms and conditions at any time by contacting us by email at, by telephone on 01792 739100,  by sending us a secure message through the Online Service or by writing to us at one of our branch offices. Upon receipt of your communications, we will withdraw your access to the Online Service and you will no longer have access to the Online Service, but may re-register at a later date should you wish.


    11.3    We may de-register you from our Online Services and suspend or terminate these terms and conditions in relation to your account if:

  • if you do not log in and use the Online Service within 3 months of first registering for it;
  • you have not used the Online Services for over 12 months; 
  • we reasonably believe that the device you use to access Online Services poses any kind of threat to the online Service (including, but not limited to, it is infected with a virus or other malware);
  • we reasonably believe that your Security Details have not been kept safe or that your Security Details or account details have been used fraudulently or without your permission;
  • a restriction applies to your account (for example, we become aware or are told that there is a dispute between joint account holders).


    11.4    If we de-register you from the Online Services for one of the above reasons, you may be able to re-register if you wish to use it in the future.


    11.5    We may suspend or cancel your right to use the Online Services under certain circumstances in accordance with these terms and conditions or the terms and conditions that apply to your account. We’ll try to tell you in advance (including reasons) or, if we cannot, immediately afterwards, unless, in each case, this would compromise our reasonable security measures or it is unlawful to do this. We’ll lift any suspension once the reason for the suspension has ended.




12.     Other general conditions


    12.1     The information provided on this website does not constitute financial or other professional advice. If you want to take up any services, please seek further information from Swansea Building Society, an Independent Financial Adviser, or other professional Advisers.


    12.2     Swansea Building Society accepts no responsibility for the content of any other site to which a hyperlink to or from this site exists.


    12.3     Swansea Building Society cannot warrant that the Online Service will be free of technical defects or viruses of any description and will not be responsible for any problems arising from such defects or viruses. Swansea Building Society will endeavour to have the Online Service available 24 hours a day. However, the Society has the right to suspend access to the Online Services whenever, and for so long as, it may be reasonably necessary (for example to carry out maintenance or updates or if any abnormal or unforeseeable circumstances occur which are beyond our reasonable control).


    12.4     Swansea Building Society shall always own the copyright and any other rights to the material on this website. You are not permitted to download, reproduce, store or transmit any information on this website other than for your own personal use. If you print off information data, text or forms, you must not alter, amend, or copy them. 


    12.5     To assist your navigation of this website and our prevention of fraud, we may send ‘cookies’ from this website to your computer. We do not obtain personal data from your computer or gather personal information about you unless you personally give information to our server.


    12.6     The terms and conditions on this website are governed by and interpreted in accordance with the laws of England and Wales. In the event of a dispute the exclusive jurisdiction shall be that of the English and Welsh courts.


    12.7     By accessing any part of the Online Service, you shall be deemed to have accepted these terms in full. If you do not agree with these terms, you must not use the Online Service. We recommend that you save or print a copy of these terms and conditions for future reference. 


    12.8    Only you and us will have any rights under these terms and conditions. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.


    12.9    We are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register Number is 206066.