Branches & agencies
H&R Online Terms and Conditions
Effective April 2024
1 Introduction
1.1 H&R Online is the Society’s online enquiry service, available to customers with a savings or mortgage account. Please read these Terms and Conditions carefully. They should be read together with (as they apply to you):
- Savings Account Terms and Conditions
- Special Conditions for a particular savings account
- Mortgage Conditions
- H&R Mobile App Conditions
2 Use of your personal data
2.1 We will keep the information you give us confidential at all times, and we will protect your privacy during your visits to the H&R Online website. Our Customer Privacy Notice is on our website at hrbs.co.uk/privacy.
2.2 Information you give us will be used by us to provide and manage your account. The information may be used by the Society for its own marketing, business analysis, or similar purposes.
2.3 If you would like to receive information about the data the Society holds concerning yourself please let us know by emailing dataprotectionofficer@hrbs.co.uk.
2.4 In accordance with the General Data Protection Regulation (GDPR), the Society will keep your information in line with our document retention policy after your account is closed.
2.5 If it is necessary for the administration of your registered online access, essential information about your account may be given to others, such as law enforcement and regulatory authorities.
3 Security details
3.1 When you register for the H&R Online system, you must choose a password and a memorable word/phrase. These are known as your security details. After confirming your identity we will issue you with a username and activation code, and post these to your registered address. You will not be able to use the H&R Online service until you receive these login details.
3.2 Each time you access the H&R Online system, we will ask you for your username, your password, and selected characters from your memorable word/phrase. This is how we will prove and verify your identity.
3.3 Once registered for the H&R Online system, you must keep your username, password, and memorable word/phrase secret: this means never telling anybody, including Society staff. Our staff will never ask you for your security details.
3.4 You can only have one set of login details at any time. If more than one account holder requires access to a joint account, you must each register with H&R Online and set up separate login and security details.
3.5 If you fail to provide the correct security details three times in a row, we will block further online access to your account(s). To unblock online access, you must click the ‘Forgotten My Username/Password’ button and follow the security procedure presented to you.
3.6 You must follow any instructions we give you from time to time about the safekeeping of your security details.
4 If you think someone knows your security details
4.1 If you think someone else knows your password or memorable word/phrase, and you are unable to access the online system to change it, you must tell us immediately. Call the Customer Service Team on 0800 434 6343 or email h&ronline@hrbs.co.uk.
We will suspend access to your accounts in the H&R Online system until you are able to change your security details.
It is important to understand that if you do not report a security breach to us, you will be responsible for any instruction that we receive and act on, even if it was not given to us by you.
We follow strict procedures to do all we reasonably can to prevent unauthorised access to your accounts. You must also act with all reasonable care to prevent misuse of your accounts.
4.2 Once you have reported that you suspect someone else knows your security information, you will not be liable for any action that we take on your account which was not carried out or authorised by you, unless:
- you act with gross negligence, including not taking reasonable care to keep your security details secret; or
- you act fraudulently.
5 Inappropriate access to our system
5.1 We will terminate or suspend our service to you if we have reasonable grounds to believe that you have tried to gain access to our programs, or to accounts of other customers, or have tried to introduce any viruses into our systems.
6 Communications
6.1 Please note that the secure messaging facility with the H&R Online system cannot be used to tell us about any material changes to your account, such as your name or address (including a correspondence address if different from your registered address). To tell us about any material changes to your account, you must write to us by letter or email.
6.2 We reserve the right not to act on any instructions if they conflict with these terms and conditions or those that apply to your account.
6.3 If you change your email address, you must update your details within H&R Online so that messages and other communications can still reach you.
6.4 We reserve the right to ask you to confirm in writing any instructions that you have given us using H&R Online. We may do this for security reasons, or for any other reason for which we think confirmation is necessary.
6.5 If you do not receive an email that you expect to receive from H&R Online, check your ‘junk’ or ‘spam’ email folder. If the email is there, mark the sender donotreply@hrbsonline.co.uk as a trusted sender or mark the message as ‘not spam’. Future messages from donotreply@hrbsonline.co.uk should then appear in your inbox as expected.
7 Territorial limitations
7.1 The products within H&R Online are for the use only of customers who are permanent residents and tax residents of the UK.
8 Security of the internet
8.1 We have taken all reasonable steps to make sure that the H&R Online system is secure. However, we cannot guarantee the security of information when it is passing through the internet (outside our systems and outside our control). By using H&R Online, you are giving instructions on this basis and understanding.
8.2 We strongly recommend that you do not access your account from any public internet access point, such as a library or cyber café.
9 Who can register
9.1 Only customers aged 18 years and over will be allowed to register for access to their accounts through H&R Online.
9.2 If you have a joint account, any of you may use H&R Online but you must each set up and use your own username, password, and memorable word/phrase.
9.3 When your savings or mortgage account is closed, you will no longer have access to view your account online.
10 General Conditions
10.1 Hinckley & Rugby Building Society accepts no responsibility for the content of any other site to or from which a hypertext link to or from this site exists.
10.2 The information provided on this website is not to be taken as financial or professional advice. You should, in all circumstances, get your own independent legal and/or financial advice.
10.3 Hinckley & Rugby Building Society cannot guarantee that this site is free from technical problems or viruses of any description, and will not be responsible for any technical problems arising from the use of this site. Hinckley & Rugby Building Society will do all it can to make sure this site is available 24 hours a day. However, the Society has the right to suspend access to the site on a temporary or permanent basis, and no notice may be given. The Society will not be liable if the site is unavailable for any reason, for however long the period might be. The Society will also not be liable for any loss or damage arising in contract, tort or otherwise, if the site becomes unavailable or is suspended for any reason.
10.4 Hinckley & Rugby Building Society will at all times 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 information, data, text or forms, you must not change or copy them.
10.5 If we change these conditions, we will inform you either by post, by email, by displaying a notice in branches, by advertisement, by secure message, or by notice within the H&R Online system.
10.6 To assist your navigation of this website, and for the prevention of fraud, we may send ‘cookies’ from this website to your computer. We do not collect personal information from your device. The only personal information we receive is what you personally input.
10.7 The terms and conditions of 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 will be that of the English and Welsh courts.
10.8 By accessing any part of this site, it is understood by you and us that you have accepted these terms and conditions in full.
11 System requirements
| Operating System | Windows 7 or higher |
| Browser | I.E. 11 or higher/Firefox/Chrome/Edge |
11.1 H&R Online is designed to run on machines using Windows 7 or higher as the operating system, and Internet Explorer 11 or higher as the browser. Browsers such as Firefox, Chrome and Edge, are also supported.
12 Complaints
12.1 We aim to always provide our members with the highest standards of service. However, there may be occasions when we don’t get things quite right. If you have reason to complain, you should do so immediately so that we can work with you to put things right.
12.2 You can complain by calling our Complaints Team on 0800 434 6343 or by emailing customercomplaints@hrbs.co.uk. You can also write to us at our head office address, which is at the end of this document.
12.3 For full details of our complaints procedure, please read our Complaint Information Leaflet at hrbs.co.uk/complaints. You can also contact our Complaints Team and ask for a copy to be sent to you.
If you are not satisfied with how we handle your complaint, or our final response to it, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). Our Complaint Information Leaflet includes full details, including contact information.