We need to use your personal information to keep in touch with you and take care of your accounts, products and services.
When do we process your information?
We'll collect and use your details to:
- Process your application for a product or service with us, either directly with us or through an intermediary.
- Provide services based on your relationship with us.
- Provide access to secure ways to pay or bank.
- Send you communications to service your accounts, products and services.
- Manage any queries and complaints you might have.
- Assess and accommodate our service to meet your needs.
- Make sure the data we hold about you is correct and up to date.
In managing your accounts and relationship with us, we may use information we already hold about you (for example, your address and contact details). This is so we provide you with the best experience and ensure that we hold consistent and correct information about you across our systems.
We'll process your information in this way when it's required as part of the terms and conditions agreed between us, and also when you ask us to carry out activities that need your authorisation.
When you apply for a product or service with us, either directly or through an intermediary
Why do we process your information?
It’s part of your agreement with us that you’ll provide us with certain information before we can offer you a product.
When applying for a mortgage, decisions are often made through automated means. This is so that we can work out your eligibility and whether we’re able to enter into an agreement with you. You’ll find more information on this under the Automated Decision Making section.
Who might we share your information with?
- Credit reference agencies, fraud prevention agencies
- Referees, intermediaries and your employer, for example, when confirming your income as part of a mortgage application
- Other financial providers
- People or organisations acting on your behalf.
When providing the services and benefits offered as part of your relationship with us
Why do we process your information?
It’s part of your agreement with us that we will provide you with these services. We use your information and profiling when providing your services to ensure:
- you can maintain access to your products
- you continue to meet the eligibility requirements for the account
- your product remains appropriate.
This allows us to be fair and consistent in the way we treat our customers, provide you with your information in a clear and concise way and ensure you receive the level of service you would expect.
There may be activities you request that we complete in relation to your account where we require your authority to continue.
Who might we share your information with?
- HMRC and other government agencies, such as DWP
- Credit reference agencies and fraud prevention agencies
- Suppliers acting on our behalf
- People or organisations acting on your behalf
- Payment processors such as BACS, and card associations such as Visa
- Organisations providing data services to support us in managing our relationship with you and operating our business
- Other banks and building societies, so that those making payments to your account can confirm the name they have for you matches the account name we have in our records
To send you communications to service your account
Why do we process your information?
As part of your agreement with us, we need to send you certain communications, such as your statement and confirmation of interest rates.
We also have legitimate interests to send certain service communications, where necessary. This is due to our obligations as a responsible lender, our regulators’ guidance and best practice. We’ll make sure the way we process your information is not unfair to you.
Who might we share your information with?
Suppliers acting on our behalf.
To manage your queries and complaints
Why do we process your information?
We have legitimate interests to use your information where necessary to investigate and respond to any complaints you have raised with us.
This is because we’re committed to resolving any queries and complaints in a timely manner and will need to process your information to do so. We also have to comply with our regulatory obligations and guidance. We will make sure the way we process your information is not unfair to you.
Who might we share your information with?
- Financial Ombudsman Service and regulators, such as the Information Commissioners Office (ICO)
- Third parties on your behalf and with your authority, such as your MP, solicitor, claims management company
- Intermediaries, where your complaint relates to services provided to you by a broker or intermediary.
To assess and accommodate our service to meet customer needs
Why do we process your information?
We have legitimate interests to collect and use your personal data to work with you through challenging times and ensure it is easy for everyone to use our products and services. We’ll make sure the way we process your information is not unfair to you.
This is because of our obligations as a responsible lender in line with regulators’ guidance and best practice. We also have obligations to comply with the Equality Act 2010 and ensure our services are accessible to all.
You may provide us with special category data, such as health information, so that we can understand your specific circumstances and provide you with the service and/or additional support that may be required.
In most cases, we will ask for your consent when collecting this information. However, if you contact us by post or online we will assume you are happy for us to record the information unless you tell us not to.
Who might we share your information with?
- When necessary, we’ll provide information to our service providers to administer the request on our behalf
- Third parties on your behalf and with your authority, such as a family member, the Citizens Advice Bureau and Macmillan Cancer Support
To make sure the information we hold about you is correct and up to date
Why do we process your information?
We have legitimate interests to analyse the quality and completeness of our data and the information we hold about you, where necessary. We will use profiling as part of this activity.
This is because data quality is vital to us. And we’re required by law to provide reports to our regulators, ensure that data is in line with Business Validation rules and can be used to make strategic decisions. We’ll make sure the way we process your information is not unfair to you.
Who might we share your information with?
- Suppliers acting on our behalf
- Aggregated level information will be disclosed to regulators
You have the right to object to us using your information for legitimate interests. Find out more about this in our information rights page.