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Privacy policy – Card Services App

About this privacy policy

This privacy policy describes how the MBNA Card Services App may collect, use and share information from or about you. Your information will be processed by MBNA Limited (“MBNA”) which is part of the Lloyds Banking Group. References to ‘we’, ‘our’ and ‘us’ are references to MBNA. References to ‘Group’ are references to the Lloyds Banking Group. More information about the brands and companies that make up Lloyds Banking Group can be found at

This privacy policy only applies to personal information that we collect through your use of the MBNA Card Services App. Please go to to find out more about how we collect and process personal information.


How we collect and use your personal information

When you use the MBNA Card Services App we may use the information we gather in the following ways:

  • To identify you and create a profile for you when you use the MBNA Card Services App.
  • To verify your identity when you access and use the MBNA Card Services App.
  • To remember your username (if you ask us to).
  • To provide and personalise our services.
  • To improve the content and identify service improvements to make them more useful, as well as to monitor and/or record your activities for quality evaluation and training.
  • To analyse customer behaviour including interactions with the MBNA Card Services App.
  • To communicate with you and display personalised messages to you.
  • For fraud prevention and detection purposes and to comply with our legal obligations and cooperate with regulators and law enforcement bodies.

We may use technologies such as web beacons and similar online tracking devices to allow us to carry out our services. MBNA may capture personal information including non-obvious personal information, such as your internet protocol address or physical/geographical location such as cell tower or GPS location data. We also use third parties to provide some of these services for us.

We may use technology to make decisions about you automatically. The types of automated decisions we may make when you use the MBNA Card Services App are:

  • Fraud decisions – to help detect whether the activity on your account is, or may be, fraudulent.
  • Credit processes and approval – when you apply for a credit increase we use a system to decide whether to lend money to you.

You have rights in relation to automated decision making that produces legal or similarly significant effects on you. If you would like to know more about these rights and the types of automated decisions we make please see our full privacy policy


Our lawful basis for processing personal information

We must have a lawful basis to process your personal information. In most cases the lawful basis will be one of the following:

(a) to fulfil our contractual obligations to you, for example to provide the services offered by the MBNA Card Services App and to fulfil your instructions.
(b) to comply with our legal obligations, such as fraud prevention and anti-money laundering obligations.
(c) to meet our legitimate interests, for example to analyse our business in order to develop our products, services, websites and advertising materials so that we can provide the best services to our customers; to contact you with messages about your account; in order to track and evaluate how customers use our service to help us to identify service improvements; in order to advertise our products to you when you visit other websites; and to assess fraud and money laundering risks to protect our business, protect our customers and to ensure that we are acting as a responsible lender. When we process personal information to meet our legitimate interests, we put in place robust safeguards to ensure that your privacy is protected and to ensure that our legitimate interests are not overridden by your interests or fundamental rights and freedoms.

We may obtain your consent to collect and use certain types of personal information when we are required to do so by law (for example, in relation to our direct marketing activities and tracking technologies). If we ask for your consent to process your personal information, you may withdraw your consent at any time by contacting us using the details at the end of this privacy policy.


Types of personal information we collect

In order to provide services to you we need to collect certain personal information when you use the MBNA Card Services App. We may collect and use any of the following types of information about you:

  • when you use the MBNA Card Services App we will ask you to provide your username and password that you use for Online Card Services;
  • we may combine the information collected through the MBNA Card Services App with information that we already hold about you, including your income, contact details and bank account details.
  • when you use the MBNA Card Services App, we will process information about your accounts and your use of the services, including your transactions;
  • information we receive when making a decision about your application or agreement with MBNA or the Group, including information we receive from enquiries and searches made in your name with credit reference and fraud prevention agencies and insurance claim registers;
  • information about how you interact with us, our services and products including what technology/devices you use and how you manage your account;
  • information about other people with whom you have a financial relationship;
  • information relating to, or connected with specific products, agreements or policies you or members of your household may have with or through MBNA or other members of the Group (including information about transactions, payments and insurance);
  • information available in public records such as the Electoral Register and any information about you that is openly available on the internet; and
  • information we collect automatically from you, including data collected using online tracking devices, analytics technologies and other device-identifying technologies, such as electronic details about your smartphone or other electronic device or your internet protocol address or physical/geographical location and biometric, voice recognition or other information that is unique to you.
  • We may also receive information about you from third party sources such as credit reference agencies, fraud prevention agencies and other agencies that provide services to us in connections with the MBNA Card Services App (for example in order to perform fraud checks).

We do not normally ask you for any special categories of personal data (also known as ‘sensitive personal data’), which include information revealing an individual's racial or ethnic origin, political opinions, religious or philosophical beliefs, or trade union membership, and genetic data, biometric data, data concerning health or data concerning an individual's sex life or sexual orientation.

However, we may process information that includes special categories of personal data in the following circumstances:

  • if we use it as part of any biometric authentication, depending on the technology used, we may collect your biometric information. We will only collect this information to the extent required to perform the service; or
  • if you voluntarily provide us with any special categories of personal data (for example, details about your health), we may process this information as needed to assist you or carry out your requests. We will only process this information when we have your consent or we are otherwise allowed to by law.

For more information about how we collect and use your personal information please go to


Who we share your personal information with

We may share personal information about you with any person who processes your information on our behalf, such as our agents and service providers (for example, we may partner with other companies to process secure payments, provide technology and analyse information). We may also share information with credit reference and fraud prevention agencies. Your personal information may also be shared within the Group so that we and the Group can manage our businesses efficiently. This may involve sending it to other countries including those outside of the European Economic Area such as the United States of America. We will always have measures in place to ensure that your information continues to be protected. We also share personal information with regulators and law enforcement agencies where required by law.

For more information about how we collect and use your personal information please go to


International data transfers

We may transfer your personal information outside the European Economic Area ("EEA"). If this is the case we will ensure appropriate safeguards are in place to protect your personal information in the same way as it would be if it was being processed in the EEA.

Retention of personal information

After your relationship with us has come to an end, we will retain your personal information for up to 10 years to allow us to respond to any questions or complaints and to maintain an effective records management approach. We may also keep certain types of personal data for longer where required for legal or regulatory purposes.


Your rights

You have a number of rights in relation to your personal information including:

  • the right to access the personal data we hold about you
  • the right to ask us to correct personal information that is wrong or incomplete
  • the right, in certain circumstances, to object to or restrict our use of your personal information
  • the right to ask us to stop processing or to delete your personal information
  • the right, in certain circumstances, to receive any personal information we have collected from you in an easily re-usable format. You can also ask us to pass this information on to another organisation.
  • the right to lodge a complaint with your local data protection authority.

You can find out more about these rights and how you can exercise them in our full privacy notice, or contact us using the details below.


How you can contact us

If you have any questions or require more information about how we use your personal information please go to the contact us section in the app menu. You can also call us on 03456 062 062. MBNA has a Data Protection Officer, who you can contact at if you feel we have not answered your question.


Our full privacy notice

It is important you understand how we use your personal information. Our full privacy notice sets out all of our uses of personal information. For more information, please go to


Privacy policy changes

MBNA may change this privacy policy from time to time. When such a change is made, we will post a revised version on the app and we will notify you that a change has been made when you next access the app.

This privacy policy was last reviewed in March 2018.

This privacy policy is published by MBNA Limited. Registered Office: Stansfield House, Chester Business Park, Chester CH4 9QQ. Registered in England and Wales under company number 02783251.