We will need to use your information to accept you as a new or returning customer.
Confirming your identity and verifying the information you provide
When any of our customers apply for a product, the law requires us to check their identity. This makes it harder for criminals to use financial systems, or to use false names and addresses to steal the identities of innocent people. Checking everyone’s identity is an important way of fighting money laundering and other criminal activities.
To confirm that you are who you say you are, we will try to verify your name and address by checking your details against databases held by credit reference agencies and the electoral roll. If we can’t verify your name and address in this way, we may ask you to provide us with other documents to confirm these details.
Improving how we support you
We use your information to provide and improve the support we offer. If you are a returning customer, this will make it easier for you to provide information, as you only provide information that has changed.
Telling you about other products you may be interested in
We will use your details to identify other products and services we offer that we believe you might want to know about – but only where we have your consent.
If you no longer wish to receive such information from us, you can update your preferences by writing to us, giving us an email, or a call. We will update your preferences straightaway.
We sometimes run prize draws, competitions, promotions, and surveys. If you take part in these promotional activities, we will use the personal data you provide us with for these activities.
Fraud investigation, detection, and prevention
We may use your information for fraud investigation, detection and prevention measures and in order to provide suitable security for your account and your information that we hold (such as to enable us to prevent others logging in to your account without your permission from unknown.
Investigation, detection, and prevention of crime
We may use your information for the investigation, detection, and prevention of crime (other than fraud).
Training our staff
To ensure you have the best possible experience when you contact us, we will use your information to ensure our team has the knowledge and expertise to meet your needs.
Reporting and analytics
Knowing more about who our customers are can help us improve the products we offer. So, we will use your data for reporting and analytical purposes – for example, looking at how many of our customers are in the north or south of the country.
Tracking activity to improve our service – and protect your information
Collecting data on how you use our websites helps us to better understand your interests. It can also help us detect if someone else is trying to access your account or use the services that we’re providing you. By building a clearer picture of how you interact with us, we can help make sure we’re offering you our best service.
Maintaining our records
Like any business, we need to make sure we keep comprehensive and up to date records of the ways we process your information – along with the day-to-day administrative tasks that go into running our business.
Resolving complaints and disputes
Our goal is to make sure all our customers are happy with our service, but we’re only human. So if you do make a complaint, we will use the information we have about you to help us resolve things for you.
Complying with the law
As you might expect, the law requires us to comply with lots of regulations – including ones about processing customer information. Where necessary, we use your personal data to allow us to fulfil our legal requirements.
Improving our communications by tracking emails
We want to make all our communications as useful to you as possible. To achieve this, we may use performance tracking technology within our emails to capture information including (but not limited to) the time and date you open our emails and the type of device you used to open them.
The first thing these details allow us to see is whether our emails are opened, and what links our customers click on within them. Then we use this information to improve the emails we send to you and the services we provide.
We may share this information with other organisations (for example, mortgage lenders) to help them improve their own interactions with you. Rest assured that we will not pass your data to any third parties for marketing purposes unless you have an existing relationship with them. You will not receive any marketing emails from them unless you’ve given them your consent to contact you in this way.
Using social media
Like every business, we want to understand our customers even better. To do this, we may research what people are saying about us in public comments made on social networking sites such as Twitter and Facebook.
To save you time, if you are an existing customer applying for a new product, we may speed up the new account opening process by pre-filling application forms with the information we already hold about you.