Darlingtonline Terms & Conditions

These Special Terms and Conditions specifically relate to the Darlingtonline service. They are in addition to our:

To find out more about our terms and conditions in other areas, please click the above links.

1. General Access

1.1 We are committed to protecting your privacy and safeguarding your personal data during your visits to the Darlingtonline website and recognise our responsibility to keep the information you provide to us confidential at all times.

1.2 Information and personal data you give us will be used by us to provide and manage your account. The information and personal data may be used by Darlington Building Society and its subsidiaries for its own use in respect of marketing, business analysis or similar purposes. Your personal data and any marketing communications sent to you will be processed in accordance with the Data Protection Act 2018 and the General Data Protection Regulation 2016/679 (for so long as and to the extent that the law of the European Union has legal effect in the UK) and in accordance with our Privacy Policy (www.darlington.co.uk/privacy-policy). Darlington Building Society will only retain your information for as long as you are a customer of Darlington Building Society. We may keep your personal data in accordance with our Privacy Policy. The reasons we may do this are:

a) to respond to a question or complaint; or to show whether we gave you fair treatment;

b) to study customer data as part of our own internal research;

c) and to comply with rules that apply to us about keeping records.

We may also retain your information or personal data for longer than 10 years if necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements.

1.3 If it is necessary to the running of your account, essential information about your account may be shared with outside organisations such as credit card providers, insurers or tax authorities. This is so that we can provide you with products and services, run our business, and obey rules that apply to us. Here we list all the types of organisations that we may share your personal information e.g. HMRC, credit check companies, financial advisors, employers.

2. Security

2.1 When you first request access to the Darlingtonline system you must choose a password and a memorable word. These are known as your ‘Security Details’. We may ask you to confirm your identity when you first request access to the Darlingtonline system. After verifying your identity we will issue you with a Web User ID number and an activation code by post to your registered postal address. You will not be able to operate your account online until you have received these login details.

2.2 Each time you access the Darlingtonline system we will ask you for your User ID number, your password and a selection of characters from your memorable word so that you can prove and we can authenticate your identity.

2.3 Once registered for the Darlingtonline system you must always keep your Web User ID number, password and memorable word secret. You must always keep your Security Details secure and not share them with anyone else, including Society staff or any joint account holders. We will never phone, text or email you asking for your password or memorable information. If you give your Security Details to a third party, we are not responsible for what they do with your details or account information.

2.4 You can only have one set of Login Details at any one time. If more than one account holder requires access to a joint account you must each set up separate Login Details and each of you must register individually to use Darlingtonline.

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

3. If you think someone knows your security details

3.1 If you think that someone else knows your password or memorable information, please let us know at once. You can email us at: onlinesupport@darlington.co.uk or telephone 01325 741049. You must change your Security Details immediately. If you are unable to change your Security Details or you do not contact us, you will be responsible for any instruction(s) we receive and act on, even if it was not given by you and we shall have no liability to you for acting on such instruction(s). Once we are notified of a security breach, we will suspend access to your relevant account in the Darlingtonline system until you are able to change your Security Details.

3.2 In the event of the above then any liability by you will be determined in accordance with our General Terms Conditions.

4. Access to our System

4.1 We shall be entitled to terminate, restrict or suspend your access to our Darlingtonline system if we have reasonable grounds to believe one of the following has occurred:

a) you have attempted to gain unauthorised access to our systems, or to accounts of other customers;

b) you have attempted to introduce any viruses or malicious software into our systems;

c) the security of your account is at risk;

d) we suspect unauthorised or fraudulent use of your Security Details;

e) we must comply with a legal or regulatory requirement;

f) you have knowingly given us false information about yourself;

g) a systems failure has occurred at Darlington Building Society; or

h) for any other reason beyond our reasonable control.

4.2 If possible, we will contact your before suspending, restricting or blocking access to Darlingtonline to tell you we are doing so and why, except where we are unable to do this for legal, technical or regulatory reasons.

4.3 You must only use Darlingtonline for your own use. 

4.4 Darlington Building Society will endeavour to have this site available 24 hours a day. However, we have the right to suspend access to the site, temporarily or permanently, for which no notice may be given. We may occasionally undertake repairs, updates or maintenance on our systems, which may mean that some or all of the services are not available or may be slow for a short time. Darlington Building Society will not be liable for any reason if the site is unavailable, for however long the period might be. We will not be liable to you if you suffer any loss in such circumstances because you are still able to contact us via other means, i.e. in person or by the telephone. Please contact us if you're unable to use the service and we'll do our best to help.

5. Communications

5.1 If we need to contact you about your use of Darlingtonline, we will contact you using secure messaging. If you need to contact us you can also send us a secure message and we will make reasonable endeavours to respond within 1 working day.

5.2 You should never send us your full Security Details via the Secure Messaging Service or communicate them via any other means.

5.3 Please note that the secure messaging facility within the Darlingtonline system cannot be used for:

a) matters that require immediate attention – i.e. notification of disputes or complaints; or giving notice of your change of address or personal details. Such changes to your account must be notified in writing or in person at one of our branches;

b) transactions that can be completed using Darlingtonline;

c) reporting theft or any loss or where you believe that your Security Details have been disclosed or you believe someone may try or has tried to use your Security Details to access your account.

5.4 We have the right to terminate your account if you act in a manner that is fraudulent or negligent or misuse the secure messaging facility.

5.5 We reserve the right not to act on any instructions if they are contrary to these terms and conditions or those that apply to your account.

5.6 If you change your email address or telephone number, you must update your details within Darlingtonline in order that our notifications can still reach you.

5.7 In the event you provide us with instructions via secure messaging, we reserve the right to ask you to confirm such instructions in writing prior to actioning such instructions. We may be required to do this for security or legal reasons.         

6. Security of the Internet

6.1 We do not recommend and would actively discourage you from accessing your account from any public internet access point such as a library or Cyber Café.

6.2 You may not be able to access Darlingtonline if you are using an outdated browser or due to your browser settings. You can restore your access by updating your browser or reinstating settings that have been disabled.

6.3 We have taken reasonable steps to ensure that the Darlingtonline system is secure. This includes using software and other technology to help us identity you and detect viruses or other malicious software on the computer or device that you are using to access Darlingtonline. However we have no liability for and cannot guarantee that any information that is transferred or passed over the internet will remain secure, confidential or will not be interfered with. You acknowledge and consent to using Darlingtonline on this basis.

7. Withdrawals

7.1 You can enable the online withdrawal facilities within Darlingtonline by providing us with a nominated bank or building society account. This must be any other eligible Darlington Building Society account or an account that is with another financial provider, where you are a named holder, operated in the United Kingdom, with a valid sort code and account number. In the event you change the nominated account details, we will not process withdrawals until 5 working days after the updated account details have been verified and accepted by us.

7.2 You can nominate your account via Darlingtonline at any time. The ability to make withdrawal requests online will be limited to the type of account that you hold. Certain accounts will not allow withdrawals to be made online or payments to be deposited online.   

7.3 Unless a transaction is to close an account, the minimum withdrawal amount is £10. The maximum withdrawal is £25,000. There is a £25,000 withdrawal limit per person per day.

7.4 Withdrawal requests received by 3pm on a working day will be actioned on the same day. Withdrawal requests received after 3pm will be actioned on the next working day. A working day means Monday to Friday 9am to 5pm and excludes bank holidays.

7.5 We submit all withdrawal funds via the Faster Payments system to your nominated bank account. It will usually take one working day for the cleared funds to reach your nominated bank account. However, we cannot guarantee when a payment will reach the account.

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

7.7 We do not accept any liability for loss caused by delays in processing a withdrawal request whether caused by failings in the Fast Payment System or Darlington Building Society’s systems.

7.8 We can refuse to make a payment or allow a withdrawal if:

a) our internal security controls require you to produce additional identification or prevent us carrying out the transaction if for example there is a limit of the amount that you can withdraw;

b) if you do not have available funds to make the payment or you have exceeded a limit we have applied to your account;

c) the payment instruction is missing information required to make the withdrawal;

d) the account you want to pay is not included in the Faster Payments system – you can check this with us in advance;

e) we are required to do so by law or regulation; or

f) we reasonably believe that someone else may have rights over money in your account in which case we will ask you for further information or ask that you contact the relevant court for further information as to what to do.

7.9 We will endeavour to contact you to tell you we are refusing, or are unable, to act. We will do this as soon as we can and before the time any payment should have reached the bank or building society you are sending it to. If you are using a card to make a payment or withdraw cash, the party that owns the cash machine will tell you the payment has been refused.

8. Who can register

8.1 Only UK resident customers aged 16 years and over who are recorded as signatories on an account will be allowed to register for access to their accounts in the Darlingtonline system. 

8.2 If a customer changes their residential address to an address outside of the UK, the customer shall be entitled to view their account details but will not be able to undertake any transactions online.

8.3 Darlingtonline is not currently available:

a) for companies, clubs and charities;

b) for accounts in the names of more than two persons;

c) for holders of a Power of Attorney (subject to exceptions), Trustees, or Deputies appointed under the Mental Capacity Act 2005, personal representatives or any other third party acting on a customer’s behalf; or

d) if we are unable to confirm your identity and/or current address.

8.4 If you have a joint account then any one of you may use our Darlingtonline system but you must each use your own Web User ID number, password and memorable word. To be able to use our Darlingtonline system your account must be set up so that any one of you can authorise a transaction or amendment to the account. Darlingtonline is not available if two or more of you are required to authorise a transaction jointly.

9. General Conditions

9.1 The information provided on this website does not constitute financial or other professional advice. If you want to apply for or use any services, please seek further information from Darlington Building Society, an Independent Financial Advisor or other professional Advisors.

9.2 Darlington Building Society will endeavor to make Darlingtonline safe and secure but we cannot warrant that this site is free of technical defects or viruses of any description and will not be responsible for any technical problems arising from the use of this site.

9.3 Darlington Building Society shall at all times own the copyright, intellectual property 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.

9.4 We may at any time and for any reason:

a) change or withdraw any part of the Darlingtonline system;

b) change your obligations in relation to security measures;

c) change any provision of these terms and conditions;

d) introduce charges for use of the Darlingtonline system;

9.5 We will tell you in writing (either by post, email, by notice on the Darlingtonline system or by secure messaging) at least 30 days before we make any change to these Darlingtonline terms and conditions. We will treat a change as accepted by you on the day it comes into effect unless you tell us before that date that you refuse to accept the change.

9.6 We may also change anything in these terms and conditions at any time to reflect changes in law, regulation or codes of practice that apply to us or the way we are regulated. Wherever possible, we will give you at least one months’ notice of such changes. If this is not possible we will give you as much notice as we reasonably can.

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

9.8 By accessing any part of this site, you shall be deemed to have accepted these terms and conditions in full.

10. Force Majeure

10.1 Neither party shall be liable for any delay, interruption or failure in the performance of its obligations under these terms and conditions caused directly or indirectly by fire, flood, earthquake, explosion or other casualty, strike or labour dispute, disruption of telecommunication systems, war or other violence, accident, any law, order, injunction, proclamation, regulation, ordinance, demand or requirement of any government agency, act of god or any other cause or condition of a like nature beyond the reasonable control of the affected party.

11. Deregistration

11.1 If you no longer wish to use Darlingtonline you should let us know by secure messaging or in writing. The cancellation request will be processed within 1 working days after its receipt by us.

12. Regulatory Information and Complaints

12.1 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 Financial Services Register number is 205895.

12.2 If you are unhappy with Darlingtonline or feel we have done something wrong, please contact us and give us the opportunity to resolve the matter. If after we have attempted to resolve the matter, you still are dissatisfied, you may be able to contact the Financial Ombudsman Service. Further details on our complaints procedure can be found on our website (www.darlington.co.uk/contact-us/customer-complaints/).