We use personal information so that we can deliver the banking service that business wants in the 21st century. This includes using personal information so that we can:
Provide you and/or business parties and/or product parties with services.
This is necessary to comply with our contractual obligations to you under our Terms and Conditions.
Identify products and services which might be suitable for you and/or business parties and/ or product parties.
We need to do this to meet our legitimate business interests in providing our customers with products and services that they like. You are under no obligation to make use of these products or services.
Assess lending and insurance risks.
This is necessary for us to meet our legitimate interests in making sure we have an appropriate risk profile. Ensuring that we do not take excessive risks is in the public benefit, as we make sure your money is kept safe.
Recover debts, prevent, detect and prosecute fraud and other crimes.
This is necessary to meet our legitimate interests in exercising our rights and making sure that you and other customers are not subject to crime or fraudulent activity.
Manage our and any member of our Group's relationship with you and/or business parties and/or product parties.
We may need to do this to make sure we can meet our contractual obligations under our Terms and Conditions. It also lets us access your account details when you contact us.
Update our records about you and/or business parties and/or product parties.
This is necessary to meet our legitimate interests in keeping our records accurate and up to date, and to make sure that we do not use out of date information about you.
Improve our performance.
This includes testing new systems and checking upgrades to existing systems, training, undertaking transactional analysis, conducting audits, assessing lending and insurance risks. It also covers customer modelling, statistical and trend analysis with the aim of developing and improving products and services, and providing information to Regulators. We do this to meet our legitimate interests in giving our customers better services, and making sure commercial and personal information is appropriately protected.
To undertake consumer experience research, we may pass your contact details to our trusted third-party market research companies, who may contact you on our behalf to conduct surveys and provide us with the results of your customer experience. We will use this information to develop products, services and process improvements. You will be given the opportunity to opt-out of these.
Improve security and combat fraud.
We use biometric data analysis to combat fraudsters. When you use a Business debit card to purchase goods or services online we will ask you to enter your email address, as well as a One Time Password sent to your phone at the point of payment. Although we won’t store or check your email address we will analyse the unique way you type your email address and the One Time Password as part of our identity verification. So should anyone else try to use your Business debit card to make an online purchase, we’ll be alerted to it because of the way they enter your details. The legal basis for this is the substantial public interest of combatting fraud.
Send direct marketing and promotional material.
We will offer you, product parties and business parties, an opportunity to receive direct marketing and promotional information which we think may be of interest, by post, email, phone or SMS. We will only send marketing if you let us know you want to receive it.
We respect your choices, and product parties and business parties can ask us to stop sending marketing to them at any time by contacting our Data Rights Team. Or simply click 'unsubscribe' in any marketing email we send, or by following the instructions in our marketing SMS – and when this happens, we will stop.
We may ‘profile’ TSB customers to allow us to identify relevant opportunities to promote TSB services to our customers. This may include reviewing historic and current data about which account or services you hold, the way you operate your accounts, your account balances and the transactions on your TSB accounts. This could include analysis of individual payments in and out of your accounts.
The profiling we carry out will aim to ensure the marketing of our products and services is likely to be of interest to you. We’ll do this through TSB channels, such as our branches, websites, mobile apps, telephone service; or through non-TSB channels, such as social media, websites, radio or TV advertising.
The lawful basis for the profiling we do, and any tailored marketing through these channels, is our legitimate interests. This means we have a legitimate interest in carrying out these activities in order to promote our business and to help ensure that our customers only receive useful information which is likely to be of interest to them. You can object to this by contacting our Data Rights Team. This means you’ll see more general marketing, and the pages and ads may be less relevant to you; the amount of advertisements will generally remain the same.
Social Media.
If product parties and/or business parties engage with TSB through social media, we may use their information to interact with them. We only use this information if you actively engage with or publish a post about TSB through social media, on the basis that it is in our legitimate interests to engage and interact with you when you discuss TSB and / or connect with us.
To deliver the best customer experience, we partner with software providers that allow us to connect with them via online communities and blogs. These partners manage personal information only in accordance with our instructions. Personal information will not be stored or transferred outside the European Economic Area (“EEA”) and TSB can instruct these partners to delete all personal information, or return it securely to TSB, at the end of our contract with them. Click here for a list of EEA countries.
Do what you ask us to do.
If you want particular services from us, or want to ask us a question, we will use product parties and/or business parties personal information to answer you. This is to meet our legitimate interests in making sure we can give you the best possible service.
Comply with legal obligations.
This might include providing information to HMRC, preventing money laundering and doing what our Regulators require. We only do this where strictly necessary to comply with these legal obligations.
To deliver better banking for Britain.
This includes using personal information to make sure we manage and develop customer relations; assess the suitability of existing and proposed products for our customers; pass information to Credit Reference Agencies (as described below); conduct internal or external reviews of our performance and quality.
We also instruct our internal or external legal teams; detect and prevent fraud and liaise with police and other anti-fraud agencies; engage with and interact on social media; and make sure we manage TSB as effectively and efficiently as possible.
We use personal information in this way as it is in our business interests to do so, and it allows us to defend our rights, provide a better service to our customers and understand what our customers want from us. Whenever we use personal information, we will always make sure we work to protect personal data interests and rights. We will not use personal information for any purpose which is contrary to those set out above. We will keep data appropriately secure, and tell customers when we use it for a new purpose.