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Privacy and security

Metro Bank is committed to keeping your personal information private and secure.

This policy outlines how we will process your information.

How we collect your information

How we collect your information

When you sign up for an account with us we will ask you to provide us with information about yourself for security, identification verification and account management purposes. We will explain this to you at the point of collection by one of our colleagues. For more information please see section 2 (how we use the information we hold about you) of our Terms and Conditions.

Examples of how we will collect your information include:

  • Completed application forms and supporting documentation
  • Correspondence received by us e.g. emails, telephone calls, letters and conversations held with colleagues in store
  • Information provided through social media e.g. Twitter, Youtube

We will only retain your information for as long as it is required.

Sharing your information

Sharing your information

We will only share your personal information where we are required to do so or where you have provided your consent.

We will only share your information where:

  • you have provided your consent;
  • the law, regulatory bodies, or the public interest permits or requires it;
  • HM Revenue & Customs or other authorities require it;
  • we are required to detect and prevent crime;
  • there are other parties connected to your account i.e. joint accounts;
  • with specific subcontractors who help to provide you with the services you have requested; or
  • to comply with mandatory Governmental data requirements.

Joint applications

Joint applications

If you have applied for a joint account, this will mean that both parties will have access to the account at all times. This also means that account holders who submit a request for their information will also be entitled to a copy of the joint account details (excluding identification material).

Where you have provided information regarding the other applicant, you must ensure you do so with their full consent.

Processing personal data outside of the EU

Processing personal data outside of the EU

Where possible, we only process your information within the European Union (EU), which includes the UK, as we share similar standards of legal protection. We may send your data outside of the EU; however, we will always ensure it is processed and handled in line with the UK Data Protection Act 1998.
Instances where we will transfer your data outside of the EU include:

  • processing international payments; or
  • disclosures to foreign authorities to reduce financial crime and terrorism. 

How we use credit reference agencies

How we use credit reference agencies

If you apply for one of our accounts or credit with us, we will search your record at companies called credit-reference agencies when considering your application.

We may share your personal information with credit-reference agencies:

  • to check your identity;
  • to decide if you are eligible for an account, service or facility; or
  • as part of our fraud-prevention measures.

Credit-reference agencies use information from a number of different public sources (for example, the electoral roll, county court judgments and bankruptcies), as well as information from other banks or lenders on how you manage your other banking or credit arrangements.

If you apply for one of our current accounts or credit facilities (not cash account), we may use details of your credit history to assess your ability to meet your financial commitments. Credit-reference agencies will record details of your application and our search will form part of your credit history. They will do this whether or not you go ahead with your application. These details will be seen by other organisations that examine your record. Records relating to one or more of your partners may already be linked to your record and we may consider these ‘associated’ records when considering your application.

If you hold a current account with us, we will regularly update the credit-reference agencies with details of the status of your account including:

  • the balance of any overdraft;
  • details of any defaults;
  • changes to your personal information; or
  • any special circumstances that apply to your account.

The credit reference agencies that we use are Experian and Equifax, their addresses are:

Experian Consumer Help Service,
PO Box 9000,
Nottingham
NG80 7WP

Telephone: 0844 481 8000 or log on to www.experian.co.uk

Equifax plc,
Credit File Advice Centre,
PO Box 1140,
Bradford BD1 5US

Recording our calls

Recording our calls

We regularly record and monitor our telephone calls to help improve the products and services we provide to you.

The reasons we record and monitor calls are:

  • to help improve customer service;
  • to help us meet our legal and regulatory requirements;
  • to help detect and prevent fraud and/or other crimes; and
  • to help us answer your queries and issues. 

Social networking sites

Social networking sites

We maintain an online presence on popular social media websites including (but not limited to) Twitter, LinkedIn and YouTube. We use these websites to share our news, upcoming events and to celebrate our culture. By engaging with us on these sites, you are accepting that the webpages are available to the general public and agree to the following:

  • social media web pages are not private, please do not share your personal account information on any of the websites, including through the use of private messages;
  • although we do always try to read every message sent to us on social media, we cannot guarantee a response to every message;
  • any pictures you provide on our social media web pages may be used within our internal newsletters; and
  • any information that you provide us with on social media webpages may be retained by the webpage for longer than your relationship with us.

How your information will be used on the page

Use of Cookies for online applications

Use of Cookies for online applications

Cookies are small text files which ask permission to be placed on your computer by websites you visit. Your web browser may allow you to erase the cookies, block all cookies or receive a warning before a cookie is stored. Please refer to your browser instructions or the website below for guidance. However, in some instances, unless the cookies are accepted, parts of our application will not function, fully or at all.  

If you do allow cookies to be used, when you view our application, we will store some cookie files, which will enable us to measure the use of the pages and features on our application and allow you to use some of its functions. The cookie is used to store the IP address of your machine and will not contain any data personal to you. We do not make any attempt to find out, by means of the cookies, the identities of those visiting our application. For further information please visit www.allaboutcookies.org.

Google Analytics

Google Analytics

Our application uses Google Analytics, a web analytics service provided by Google, Inc. (‘Google’). Google Analytics uses cookies to help us analyse how you use the application. The information generated by cookies about your use of the application (including your IP address) will be transmitted to and stored by Google on servers in the United States.  

Google uses this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators and providing other services relating to website activity and internet usage. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google’s behalf.  

Neither Metro Bank nor Google will associate your IP address with any other data held by Metro Bank or Google. You may refuse the use of cookies by selecting the appropriate settings on your browser, however please note that if you do this you may not be able to use the full functionality of our website. By using our website, you consent to the processing of data about you by Google in the manner and for the purposes set out above.

 

Cookie nameWhat is it?
_utma

Used to identify unique visitors

Expires: 2 years

_utmb

Used to identify visitor session

Expires: 30 minutes

_utmc Used to identify visitor session - deprecated
_utmz Used to store site visit referral information

Java/ActiveX

Java/ActiveX

The Metro Bank website does not run any java applets or applications, or any ActiveX controls. This means that if you are connected to our website you will not be asked by us if you want to allow a program to run. 

SSL Certificates / Green Bar

SSL Certificates / Green Bar

Metro Bank uses SSL (Secure Sockets Layer) encryption to protect all network traffic between your PC and our systems. All information travelling to and from our website is safe against interception by third parties who might otherwise use that information without your consent.

SSL also protects you by confirming that you are looking at Metro Bank’s website and not a fraudulent site designed to trick you into disclosing your personal information. We use the VeriSign Extended Validation Green Bar to give you the best assurance that you are connected to Metro Bank.

Your information and personal data

Keeping your information up to date

Keeping your information up to date

If any of the information we hold on you is incorrect, please notify us and we will ensure that it is updated accordingly. Where your details have changed, you have a responsibility to inform us at the earliest time possible. Failure to notify us of a change in your details may affect the way in which we provide you with products and services.

Obtaining a copy of your information

Obtaining a copy of your information

You have the right to request a copy of the personal data we hold about you. We require you to pay a £10 fee (paid to Metro Bank plc via cheque) and to confirm your identity before processing your request.

To make a request for your information, please write to:

The Compliance Team
One Southampton Row
London
WC1B 5HA

Please note that requests for information will not be fulfilled until payment has been received and we have verified your identity.

If you have any other queries regarding the way that we process your information, please email the Data Protection Officer at: dataprotectionofficer@metrobank.plc.uk

If you have any concerns about the way we use your information, you can raise your concerns with the Information Commissioners Officer