Introduction

How we use your information

How we use your information

When we refer to Nationwide, we mean:

  • Nationwide Building Society; and
  • its subsidiary companies, and any limited liability partnership of which it is a member. These include Nationwide International, Nationwide Covered Bonds LLP, The Mortgage Works (UK) plc, E-Mex Home Funding Ltd, Cheshire Covered Bonds LLP, Derbyshire Home Loans Ltd; and
  • Its trading divisions. These include Derbyshire Building Society, Cheshire Building Society and Dunfermline Building Society.

Information we hold - This link is used to show and hide related content.

Nationwide hold the following details about you:

  • Personal information, such as your name, address and date of birth
  • personal information, such as your name, address and date of birth
  • details of the accounts and products you hold and previously held with Nationwide
  • details of products with other providers that we have sold to you or you have told us about details of when you contact us and when we contact you

if you provide us with your personal information we will keep the information for as long as is necessary to comply with any statutory or legal obligations or for audit purposes.

Confidentiality - This link is used to show and hide related content.

Sometimes you may wish to make an informal request to see part of your information because you want to check specific details on your account(s). We will be happy to discuss these requests with you but, as you will appreciate, there is a need for us to protect your confidentiality.

One of the ways we protect your confidentiality is to check that anyone asking for personal information has the right to receive it. Sometimes we may ask you to prove your identity or provide a written authority before making information available.

Central customer database - This link is used to show and hide related content.

We hold customer information on a central customer database which is also the register of our members. If you hold products with Nationwide, Cheshire, Derbyshire and/or Dunfermline Building Societies, or accounts at multiple addresses, please note that for AGM voting purposes, and for some other mailings which are not specific to one account e.g. the annual savings promise mailing, it will be the most recently added address held by Nationwide Building Society that will be used. Individual account statements will always be sent to the address associated to the account in question. If you change your address and have a product with Nationwide Building Society and also with either the Cheshire, Derbyshire or Dunfermline Building Societies it is important that you inform all Societies of this change to ensure that your details are up to date.

If you hold a product with Nationwide (with the exception of customers of Nationwide International), and you notify us of changes to your personal details, we will update all of your Nationwide records unless you ask us not to.

If you have opened an account or policy with another organisation introduced to you by Nationwide and you notify us of amendments to your personal details we may pass the updates to them. However, you will need to contact the other organisation to confirm the changes.

Central customer database
I have a Product held with: Who do I need to contact to update my records e.g. change my address?
Nationwide Building Society; The Mortgage Works (UK) plc; UCB Home Loans Ltd Nationwide Building Society
Nationwide International Nationwide International
Cheshire Building Society;  E-Mex Home Funding Ltd
Cheshire Building Society
Derbyshire Building Society; Derbyshire Home Loans Ltd Derbyshire Building Society
Dunfermline Building Society
Dunfermline Building Society

Use of your personal information

Checking identity - This link is used to show and hide related content.

We are required by law to check the identity of our new customers. This makes it more difficult for criminals to use financial systems, or to use false names and addresses, or to steal the identities of innocent people. Checking identity is an important way of fighting money laundering and other criminal activities.

To enable us to meet this obligation we will access databases held by a credit reference agency in order to validate your name and address. This process involves checking the details you provide against those held by the credit reference agency to confirm your identity. If we are unable to validate your name and address details in this way, we may ask you to provide certain documents to confirm your name and address.

In addition to this, as part of our ongoing requirement to verify the identity of existing customers, you may be asked to provide certain documents to confirm your name and/or address even though you may not be applying for new products or services.

Managing your accounts - This link is used to show and hide related content.

Nationwide uses your personal information to open, maintain and manage your accounts and policies and to deal with enquiries you may make or authorise. We collect this information from you directly, from a third party authorised to act on your behalf, or from other organisations such as credit reference agencies. When we ask you for information we will explain to you why we need it and how we plan to use it.

Marketing - This link is used to show and hide related content.

Your details are used to help us to identify products and services that we believe may be of interest to you, which may be based on products you hold with us or on transactions carried out on your account(s).

If you provide us with information about accounts you hold with other financial providers, we will record these details. Unless you object, this information will be used to help us improve our products, services and marketing communications. 

If you hold accounts with the Nationwide, Derbyshire, Cheshire or Dunfermline Building Societies each of these providers will comply with the instruction you have given to them.

If you do not wish to receive information on products and services by letter, telephone or email, or any combination of these, you can write at any time to the addresses below. From time to time we may invite you to review that decision.

Marketing
If you hold accounts with To change your marketing instruction please contact:

Nationwide Building Society 

Nationwide Building Society, Marketing Opt Out, FREEPOST SCE 7125, Swindon, SN38 9LY
Cheshire Building Society Customer Services, Cheshire Building Society, Caledonia House, Carnegie Avenue, Dunfermline KY11 8PJ
Derbyshire Building Society Customer Services, Derbyshire Building Society, Caledonia House, Carnegie Avenue, Dunfermline KY11 8PJ 
Dunfermline Building Society Customer Services, Dunfermline Building Society, Caledonia House, Carnegie Avenue, Dunfermline KY11 8PJ

Pre-filling forms - This link is used to show and hide related content.

If you are an existing customer applying for a new Nationwide product or a product sold by Nationwide, in order to improve our service to you and speed up the account opening process, we may pre-fill the application forms using the information we already hold about you.

System testing
We are continually looking to improve our systems to provide a more efficient service. As part of this process, it may be necessary to use information provided by our members for the purpose of system testing. We will ensure that any testing is carried out in a secure and controlled environment.

Processing information outside of the UK
If it is necessary to process your personal information outside the United Kingdom, Nationwide will ensure that it is secure and protected from unauthorised access.

Sharing your details - This link is used to show and hide related content.

Within Nationwide
Information about you and any products you hold with us may be used within Nationwide for all purposes necessary for performing our contract with you and for:

  • making lending decisions
  • tracing debtors and collecting debts
  • assisting in verifying your identity
  • assessing risks
  • understanding your requirements
  • developing, testing, researching and improving products and services
  • training and business analysis
  • legal and regulatory compliance
  • preventing or detecting financial crime

With other organisations
Nationwide may disclose your personal information to other people or organisations if any of the following applies:

  • we have your consent; or
  • for the purposes of them providing products, services or research in association with or on behalf of Nationwide including for example free travel insurance or other extra products or services, or helping Nationwide to provide the same, in which case our contract with them will not allow them to use your information for anything else; or
  • for the purposes of improving our products, services and marketing communications, with specialist market research organisations who may contact you on our behalf and invite you to take part in market research, but who will not be allowed to use your information for anything else; or
  • where we have sold their service or product to you; or
  • where we may transfer rights and obligations under any contract with you; or
  • where you have opened an account or policy with another organisation, introduced to you by Nationwide, and you notify us of amendments to your personal details. You will also need to contact the other organisation to confirm the changes; or
  • where we are required or permitted to do so by law.

Nationwide does not share or give any information to external companies for their own marketing purposes.

Risk assessment - This link is used to show and hide related content.

Credit checking and fraud prevention:

When you apply for a new account or facility, we may use the information you give us to assess any business risk by taking a credit reference on you, credit scoring you, or underwriting your application.

Credit scoring

Credit scoring and underwriting are automated techniques, which base decisions on the information you have provided directly to us, any information we may hold about you and any information we may obtain from credit reference agencies or other organisations. Where we use information from other organisations, we will tell you who they are. This process also helps us to determine the facilities that we are able to offer you, so it is very important that the information you give us is accurate.

Credit reference agencies

We will record details at the credit reference agencies of your agreement with us, the payments you make under it and any default or failure to keep to its terms. These records will be shared with other organisations and used by us and them to:

1. help make decisions about credit and credit related services such as insurance, for you and members of your household
2. trace debtors, recover debt, prevent money laundering and fraud

The credit reference agencies may use your information for statistical analysis.

When considering your application for a mortgage, loan, credit card, account with overdraft facilities, or increase to an existing loan or overdraft, we search credit reference agency files and the electoral roll to verify the identity of all applicants in order to protect you and Nationwide. The agencies we use will add to your record details of our search which will include any previous and subsequent names, and your application, whether or not your application proceeds. These details will be seen by other organisations that make searches. If your application is declined, this will not be disclosed to the credit reference agency.

Please be aware that multiple credit searches may affect your ability to obtain credit elsewhere.

If you are making a joint application a 'financial association' will be created between yourself and the other applicant(s) at the credit reference agencies. This association and any others that either of you may have will be considered in all future applications by ourselves and other lenders.

Prevention of financial crime - This link is used to show and hide related content.

We may carry out additional fraud prevention checks using fraud prevention databases. If false or inaccurate information is provided, and fraud is identified, details will be passed to fraud prevention agencies. Law enforcement agencies may access and use this information.

We and other organisations may also access and use this information to prevent fraud and money laundering, for example, when:

  • checking details on applications for credit and credit related or other facilities, such as additional loans or overdrafts
  • managing credit and credit related accounts or facilities
  • recovering debt
  • checking details on proposals and claims for all types of insurance
  • checking details of job applicants and employees
  • Details of the fraud prevention databases that we use are listed in the 'Further Information' section.

We and other organisations may access and use from other countries the information recorded by fraud prevention agencies.

Insurance products from other companies sold by Nationwide - This link is used to show and hide related content.

Complaints
If your complaint is about the administration, or terms and conditions of an insurance product sold by Nationwide but provided by another company, you may need to contact the insurer to resolve any issues that you might have. Where necessary, we will forward details of your complaint to the insurer concerned and provide you with their contact details.

If it appears that your complaint might be better investigated by another company we will let you know how to contact them, and will send the details of your complaint to them.

Prevention of financial crime
In the event of any investigation into suspected fraud or money laundering activity by the insurer, Nationwide will make your details and the information provided for checking your identity - available to the insurance provider concerned.

Sensitive Data
For some insurance products it will be necessary to collect and process information which the Data Protection Act defines as “sensitive” (such as criminal convictions or health information) either at the point of product application or when a claim is made. In such cases we will always explain what information we require and why it is needed – and you will be asked to consent to it being processed. Such data will always be processed and stored securely.

Debt recovery process - This link is used to show and hide related content.

If you default on your repayments and we fail to reach an agreement to repay the debt, we will give you 28 days notice before recording a default with the credit reference agencies. The default will remain on the credit reference agency records for a period of 6 years.

In addition we may authorise a third party such as a debt collection agent or a solicitor to act on our behalf in the recovery of the debt. If we decide to take this action we will inform you before we disclose your details to them.

If we are unable to locate you to discuss the situation, we may pass your details to a tracing agency.

Security - This link is used to show and hide related content.

We may record telephone calls for security and training purposes. We also operate CCTV throughout our branch network.

We will not send confidential information by email without your consent or unless you have chosen to communicate with us by email.

If you change your name, address, telephone number or email address it is important that you notify us immediately.

Access to your details - This link is used to show and hide related content.

Correction of details
You have the right to have any inaccurate information corrected. To request an amendment to your details please write to: The Data Privacy Manager, Data Privacy Team, IS & BC, Nationwide Building Society, Kings Park Road, Moulton Park Northampton NN3 6NW

How to request your details
Under the Data Protection Act 1998, you have the right to see and receive a copy of any personal information we may hold on you. We charge a fee of £10.00 for this service.

To request a copy of the personal information we hold on you, please write to the relevant address below. Please specify in your letter which organisation(s) you are requesting information from and, where possible, include account number(s) and details of the information you require.

Access to your details
Information held by: Will my details be held on Nationwide's central database? Cheque / postal order for £10.00 made payable to:
Nationwide Building Society
Derbyshire Building Society
Cheshire Building Society
Dunfermline Building Society
UCB Home Loans Ltd
Nationwide Trust Ltd
The Mortgage Works (UK)
E-Mex Home Funding Ltd
Cheshire Property Services Ltd (Cheshire Estate Agency)
Derbyshire
The Subject Access Request Team  Customer Operations  Nationwide Building Society  Kings Park Road  Moulton Park  Northampton  NN3 6NW Nationwide Corporate Account / your name
Nationwide International
The Data Protection Officer  Nationwide International Samuel Harris House  St George's Street  Douglas  Isle of Man  IM99 1RN  Nationwide Corporate Account / your name

You also have the right to see any personal data held by the credit reference or fraud prevention agencies. If you would like to apply for a copy their addresses are listed in the next section.

Further information - This link is used to show and hide related content.

Credit reference agencies and external databases

Nationwide uses the services of the following credit reference agencies:

Equifax Europe Ltd
Credit File Advice Centre
PO Box 1140
Bradford
BD1 5US
Tel 0844 335 0550
www.equifax.co.uk

Experian Ltd
Consumer Help Service
PO Box 8000
Nottingham
NG80 7WF
Tel: 0844 481 8000
www.experian.co.uk

Callcredit Ltd
Consumer Services Team
PO Box 491
Leeds
LS3 1WZ
Tel: 0870 060 1414
www.callcredit.co.uk

Nationwide subscribe to the following databases which share information relating to creditworthiness and to help prevent fraud:

GB Group plc
GB House 
Kingsfield Court 
Chester Business Park 
Chester 
CH4 9GB 
www.gb.co.uk 

UK Payments Administration Ltd 
A UK Payments association which is used by banks, building societies and card 
issuers to share data for fraud prevention purposes. 

CAIS, Insight and Share 
These are credit account information sharing schemes, which are operated by the principal credit reference agencies.

CIFAS
This is a data sharing scheme used for fraud prevention and detection. 
6th Floor - Lynton House 
7 - 12 Tavistock Square 
London 
WC1H 9LT 
www.cifas.org.uk 

IDS Ltd
Insurance Database Services Ltd, an insurance fraud prevention database using the Claims Underwriting Exchange (CUE) and supported by the Association of British Insurers. 

CIAFR 
A fraud prevention service operated by Equifax Europe (UK) Ltd for a number of insurance companies.

National Hunter
A fraud prevention service operated among a number of lenders of mortgages and unsecured loans, credit card operators and insurance companies.

National SIRA 
A fraud prevention service operated among a number of lenders of mortgages and unsecured loans, credit card operators and insurance companies.

CML Possessions Register 
Operated by the Council of Mortgage Lenders, recording details of borrowers whose properties have been repossessed by lenders.

RSA Security Ireland Limited
An online fraud prevention service operated among a number of payment card issuers to prevent fraudulent online transactions using credit and debit cards.

We may make changes to this leaflet from time to time. You may obtain a copy of the most recent version from a branch or online at nationwide.co.uk