Customer Due Diligence

Help us keep your personal information up to date

On this page

Why we need up to date information

What you need to do

Guidance for completing the form

Frequently asked questions

Talk to us

Send us feedback

Why we need up to date information

To meet the relevant regulatory standards, we need you to provide us with accurate and up-to-date account information by following the guidance outlined below.
Holding up to date account information is key to helping to detect and deter financial crime and fraud.

What you need to do

If you’ve recently received an email or letter from us, it will explain the precise steps you need to take
This will include:
- Completing the online form within our portal
- If required, our portal will direct you to our security partner Mitek to verify your details

Guidance for completing the form

How long will it take for me to fill in the form? Close

How long will it take for me to fill in the form?

The online portal is designed to capture important data in a simple and efficient way. It should take no more than 5-10 minutes to complete.
The form should save automatically as you progress through it and in case you need any help at all in navigating the form, please get in touch with us by using the details below.

I’m unable to update the online form. Can I send the requested information using an alternative format (e.g. paper form)? Close

I’m unable to update the online form. Can I send the requested information using an alternative format (e.g. paper form)?

If you’re unable to complete the request, you can call our Customer Service Team using the appropriate number listed in the contact us by telephone section of the website. The telephony agent will be able to capture the required data points over the phone. Once your return has been reviewed you may be contacted again to provide certified documentation to verify your details.

If you’re relationship managed, you can contact your Relationship Manager or usual contact to support you with the completion of the request or email Personal_Information_Review@natwestint.com.

Frequently Asked Questions (FAQs)

Why am I being asked to provide the requested information? Close

Why am I being asked to provide the requested information?

Keeping your details up to date, helps us protect you from financial crime, prevent fraud and meet our legal and regulatory obligations.

What will the bank do with this information? Close

What will the bank do with this information?

We collect and process various categories of personal and financial information throughout your relationship with us, to allow us to provide our products and services and to run our business.
For more information about how we use your information, the types of information we collect and process and the purposes for which we process personal information, please read our privacy notice.
We may update this notice from time to time and would encourage you to visit our website regularly to stay informed of the purposes for which we process your information and your rights to control how we process it.

How do I know this request for information is genuine? Close

How do I know this request for information is genuine?

We know phishing attacks or scams can be worrying. It’s important to verify requests to protect your account. To confirm our request is genuine, call our regular customer services number on the back of your bank card or on our website. If you are relationship managed, you can contact your Relationship Manager or usual contact to confirm our request is genuine.

Once I submit the requested information, what happens next? Close

Once I submit the requested information, what happens next?

We may contact you if additional information is required during the course of the review.
If everything we need has been provided and we require no further information, we won’t be back in touch.

You already know my details, why do I have to resupply information that you already have? Close

You already know my details, why do I have to resupply information that you already have?

We need correct and current details to keep your account safe from fraud. Even if nothing has changed, we’ll occasionally ask you to confirm or update your information.

Why are you using Mitek for ID verification and will my data be secure? Close

Why are you using Mitek for ID verification and will my data be secure?

Mitek is a tool we use to check your ID quickly and safely. It uses digital footprints, ID authentication, and face recognition tools.
The connection is secure and encrypted to keep your data safe. Encrypted means your data is turned into a code to keep it private. We delete copies of your documents from the Mitek system once the identity check is done. It’s secure, easy to use and convenient – you don’t need to post documents. Find more information about MiTek.

What happens if I don’t provide the requested information? Close

What happens if I don’t provide the requested information?

We don’t want to inconvenience you and won’t take this step lightly but if you don’t provide us with the requested information within the given timelines, we may need to temporarily suspend your access to certain services, for example online and mobile banking and/or your debit card. These restrictions would be in line with our Terms and Conditions.

Accessibility

We're dedicated to giving a great service to everyone. We know our customers have different needs, and we're working with various partners to make sure our services and products are fully accessible. You can learn more about how we support you by reaching out to your branch or visit our accessibility hub.

Day-to-day contacts

Telephone banking

Gibraltar customers Close

Gibraltar customers

Please have your Customer Number and PIN ready as this will enable your call to be answered faster and securely.

200 73200

From abroad: 00350 200 73200

Lines are open Monday to Tuesday 9am - 5pm, Wednesday 10am - 5pm and Thursday to Friday 9am - 5pm (except public holidays). Calls may be recorded.

Isle of Man customers Close

Isle of Man customers

Please have your Customer Number and PIN ready as this will enable your call to be answered faster and securely.

01624 637190

From abroad: +44 (0) 1624 637190

Relay UK: 18001 01624 637190

Lines are open Monday to Tuesday 9am - 5pm, Wednesday 10am - 5pm and Thursday to Friday 9am - 5pm (except public holidays). Calls may be recorded.

Guernsey customers Close

Guernsey customers

Please have your Customer Number and PIN ready as this will enable your call to be answered faster and securely.

01481 703860

From abroad: +44 (0) 1481 703860

Relay UK: 18001 01481 703860

Lines are open Monday to Tuesday 9am - 5pm, Wednesday 10am - 5pm and Thursday to Friday 9am - 5pm (except public holidays). Calls may be recorded.

Jersey customers Close

Jersey customers

Please have your Customer Number and PIN ready as this will enable your call to be answered faster and securely.

01534 282850

From abroad: +44 (0) 1534 282850

Relay UK: 18001 01534 282850

Lines are open Monday to Tuesday 9am - 5pm, Wednesday 10am - 5pm and Thursday to Friday 9am - 5pm (except public holidays). Calls may be recorded.

International banking customers Close

International banking customers

Please have your Customer Number and PIN ready as this will enable your call to be answered faster and securely.

01534 282300

From abroad: +44 (0) 1534 282300

Relay UK: 18001 01534 282300

Lines are open Monday to Tuesday 9am - 5pm, Wednesday 10am - 5pm and Thursday to Friday 9am - 5pm (except public holidays). Calls may be recorded.

Email us

If you have any questions or concerns, you can email us at:

Personal_Information_Review@natwestint.com

Send us feedback

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How to complain

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