To enable us to provide you with accounts and services, we require certain details about you. We will ask you to provide most of this information yourself, however, we may also seek further data using external sources, such as credit reference agencies.
There may be occasions where you provide us with information about another person, for example, if you are applying for a joint account or if you are applying for an account on behalf of a child. In these cases, we will assume that you have permission to provide this information and that the other person understands how we will use their information and has no objection.
We will not be able to provide you with an account or service if you do not supply us with the necessary information to do so, or if you do not give us your permission to process your information.
The type of personal information you might expect us to hold about you includes:
- Your personal details, for example, your name, date of birth, address, telephone number, email address, National Insurance number and, in some instances, sensitive data such as information about your health or financial circumstances.
- Information about the accounts you hold with us (or have previously held with us) and the transactions on those accounts.
- Records of our contact with you, for example:
Notes on our systems, emails or other electronic communications and written correspondence. We may record and monitor telephone calls and record activity on our premises using CCTV, for security, for training purposes and to check and improve the quality of our service.
- Cookies which track your activity on our website. Find out more here
Depending on the accounts or services you apply for, or hold with us, we may also record additional personal information such as your income, employment details, financial commitments, or details of a credit search.
We will only share your information with other organisations for the reasons detailed below, and will not provide your details to third party organisations for marketing purposes, unless you have given us your permission.
Confirming your identity
All financial institutions are required by law, under Money Laundering legislation, to confirm a customer's identity. We may, therefore, supply your information to a specialist external agency to help us confirm your identity. We may occasionally need you to re-confirm your identity, for example, if you apply for an additional account with us or change your name.
If you are applying for an account that requires us to provide you with credit (for example a mortgage or an account with an overdraft), we will contact a credit reference agency for details of your credit history. The credit reference agency will keep a record of our enquiry ('search') and your application, whether or not the account is opened. Once your account is open, we will provide further information about you to the credit reference agencies, for example, information about the conduct of your account. If you apply to another company for credit they will then be able to see this information. Please remember that if you are applying for a joint account, your financial information will be 'linked' to the other applicants by the agency, which will create an association between you. This may be taken into account in future applications by either or all of you, unless you ask the agency to unlink your financial records.
The credit reference agencies we normally use are:
- Equifax Ltd, Customer Service Centre, PO Box 10036, Leicester LE3 4FS
- Experian, Consumer Help Service, PO Box 8000, Nottingham NG1 5GX
- Callcredit PLC, 1 Park Lane, Leeds LS3 1EP
If you would like to see the information that these credit reference agencies hold about you, please contact them directly; they will be able to explain how you may progress your request and any charges that may apply.
We may check details of applications you make to us for a mortgage, credit account or savings account with fraud prevention agencies and HM Revenue & Customs (HMRC). We, and other organisations in the UK or abroad, may access and use the information recorded by fraud prevention agencies to prevent fraud and money laundering.
All financial institutions are required by law, under Money Laundering legislation, to report any suspicious transactions to the National Crime Agency, the police and other law enforcement agencies for crime detection and prevention purposes. If we suspect fraudulent activity on any application or account we will notify the appropriate fraud prevention agencies, such as CIFAS, National Hunter, SIRA, as well as law enforcement agencies.
We are required to provide information about you and your savings accounts to HMRC for tax reporting and to notify them of ISA records.
Our suppliers and third parties that provide services to you
Examples of suppliers we use or third parties we appoint to provide services to you are:
- Third party financial services suppliers. For example, insurance providers or administrators of insurance services who will have access to your personal information and process it, so that they can provide you with services such as quotations, renewals and claims management.
- Mailing, data management and information technology suppliers.
Please note that from time to time, we may change the suppliers or third parties we use or appoint to provide services. Where we appoint a supplier to provide a service on our behalf, they must meet our stringent requirements regarding the security and privacy of our customers' data.
Occasionally we, or our suppliers, may transfer data to countries outside of the European Economic Area. These countries may not have the same standard of data protection laws as we do here in the UK. In these circumstances, we will take the necessary steps to ensure that the transfer of your data is in line with the UK data protection requirements, and that your information is treated securely, and protected to a similar standard. Organisations based outside of the EEA may be required to provide your information to foreign authorities.
Other occasions we may be required to share your information
If you are applying for a mortgage or hold a mortgage account with us, we may share your information with:
- Your employer to confirm your income and employment
- Your mortgage intermediary or broker (if you have used one) so that they can provide their services to you
- A legal representative acting either for us or you
- A valuer
- Debt counselling or other specialist service providers, should you fall into payment difficulties or be unable to repay your outstanding mortgage balance
- A guarantor of your mortgage or their legal advisor
We may also share your information with:
- The Financial Ombudsman Service, for example, if you have made a complaint
- Our regulators
- Asset managers, for example, as part of a corporate financial transaction such as securitisation or issue of a covered bond
- Another organisation, should we ever sell or transfer our business.
You have the right to access the personal information we hold about you under the Data Protection Act 1998; this is called a Subject Access Request. Please make your Subject Access Request to us in writing. If you prefer, we can provide you with a form which also includes some guidance notes to help you do this. Simply download the Subject Access Request form (PDF 96KB) Opens in a new window, contact us by telephone, visit your local branch or write to us. Please be advised a fee of £10 is applicable per request.
If you have any questions about the way in which we collect or process your information, please contact us. Similarly, if the information we hold about you is incorrect or out of date, please let us know and we will investigate further to correct any inaccuracies. You can also find out more about your rights under the Data Protection Act by visiting the Information Commissioner's Office website at ICO.org.uk or by writing to: Information Commissioner's Office website at www.ICO.org.uk Opens new website in another window or by writing to: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow SK9 5AF.