Privacy explained

Changes to privacy laws give you greater rights and stronger protection. On these pages, we highlight the main points and explain them in simple terms. To do that we’ve provided short articles that point out some of the issues that affect you, or could be a concern. You’ll also find our full Privacy Notice, which includes details of how to contact us about the personal information we hold for you.
 



Your rights over personal information held by us

The Privacy Notice sets out how we protect your privacy as required by law. It explains in detail:

  • What personal information we have and how we get it
  • How we can and can’t use it and
  • Who we can share it with


Read privacy notice

  • Everyday examples may seem obvious, but there is more than you might realise

    If asked to give examples of personal information many of us would offer our name, address and phone number, perhaps an email address too. After all, this is how people usually identify themselves and others as individuals. The laws on data privacy do indeed classify these as personal information, but include a great deal more besides. Personal information is information about specified individuals, or information that could be used to single people out as individuals, either directly or when added to other pieces of information.

    This includes a great deal of the information that people knowingly give to organisations – when you submit an email address to be updated about offers or discounts, for example. But it also includes the technical information collected when people go online with laptops or mobiles to browse websites or make purchases.

    Lloyds Banking Group collects information of the first kind when a customer submits a form when applying for a credit card, for example. It collects the second sort when recording details such as the date, time and location of a credit card purchase. This is partly to make sure that the best quality services are offered to customers, but also to comply with regulations that apply to all banks. Clearly, when put together all this information adds up to a detailed picture of a customer’s life and behaviour. This benefits customers because it helps banks to spot unauthorised activity in an account and tackle fraud effectively. But it also makes it important that Lloyds Banking Group explains clearly to customers what personal information it holds about them, when it’s collected and why. For more detail see our Privacy Notice – it’s worth a read.

    Our privacy notice

    This sets out how we protect your privacy. It covers the personal information that we have, where we get it, how we use it and who we share it with.

  • Your right to know what personal information we hold about you

    Giving out personal information of various kinds is part of getting on with daily life. It’s something people do when phoning their electricity supplier, registering on a website or shopping with loyalty cards. It all helps companies to build a detailed picture of an individual customer. Have you ever wondered what personal information an organisation holds about you? Or how much time and effort you would have to put aside to find out?

    In fact, you can easily get access to information we hold about you through our MBNA Card Services App, Online Card Services and even your monthly statement. If you want to know something quite specific or have been unable to find answers to your questions from these sources, you can make a request for the information. It’s simple, free and you will get a response in 30 days. If you want to contact us about such a request, please see the How to get a copy of your personal information section of our privacy notice.

    Our privacy notice

    This sets out how we protect your privacy. It covers the personal information that we have, where we get it, how we use it and who we share it with.

  • Your right to accuracy and fairness

    Machines carry out an increasing number of tasks that were once the responsibility of people. Advances in technology mean they are helping us more with complicated tasks such as processing a lot of information quickly and making decisions. We know that a customer’s time is valuable to them so we try to make applying for a new product or service as quick and efficient as possible. An important step is to use machines to run eligibility checks or credit checks, for example. These are important decisions. We put a number of checks in place to make sure our machines get them right, but if you think a decision of this kind is wrong, and want it to be reviewed by a human, you have that right.

    For more details and guidance on how you can do this see the How we use your information to make automated decisions section of our Data Protection Notice.

    Your right to fair treatment also includes the accuracy of details we hold about you. If we’ve got it wrong please let us know. We’ll correct the mistake.

    Our privacy notice

    This sets out how we protect your privacy. It covers the personal information that we have, where we get it, how we use it and who we share it with.

  • Your rights when your personal information isn’t dealt with correctly

    The security of your personal information is something we take very seriously indeed. We keep a constant check on the systems that hold personal information and carefully investigate anything unusual in order to understand any impact on our customers. If we don’t follow the correct procedures it’s a serious matter, punishable with stiff penalties. It’s worth emphasising that we put a great deal of effort into protecting your personal information as well as your money. Our methods go beyond industry standards.

    If you’re unhappy about the way we’ve dealt with your personal information please let us know. You can do this using the details you’ll find in the How to complain section of our Privacy notice.

    If after our response you’re still unhappy, you can also contact the Information Commissioner’s Office (ICO) yourself. The ICO is an independent body and can look into complaints on your behalf. Find out more on the ICO website about How to raise a concern.

    Our privacy notice

    This sets out how we protect your privacy. It covers the personal information that we have, where we get it, how we use it and who we share it with.

  • Your rights to choose the purpose your personal information is used for

    Marketing offers and sales promotions seem to be everywhere, sent to us online, by phone, or in the post. Privacy laws make it a requirement that companies wanting to send us material like this must get our agreement first. This may sound simple in outline but in practice many people aren’t always certain about what they’ve agreed to.

    The new privacy rules aim to make it easier to see what material you have agreed to receive from organisations. Also, they must make it clearer when you’re agreeing to receive it. They must make it simple for you to change your decision and opt out if you wish to. A consequence of this may be that you have more choices to make about your personal settings. Even if you think that you have done it all before it’s worth taking a moment to check your settings when asked to do so. That way, you should only get material likely to be of interest to you.

    We’ll always send you important service messages about changes to interest rates, how to keep your account safe and the benefits linked to your account. But you can decide not to receive our marketing material. You can also see how we make decisions about what may be relevant to you in the Marketing section of our Privacy notice.

    Agreeing to receive marketing material is just one example of ‘giving your consent’. It’s worth remembering that the new privacy laws cover other types too, such as agreeing to have your credit status checked. There are details in our Privacy Notice of how the regulations apply to our services and how the law protects you.

    Our privacy notice

    This sets out how we protect your privacy. It covers the personal information that we have, where we get it, how we use it and who we share it with.

  • Your ‘right to be forgotten’ and how it applies to banks

    Central to what some call the ‘right to be forgotten’ is the idea that personal information should not be kept for longer than needed. It also recognises that an individual has the right to request that their personal information is erased. The holder must then either erase it or provide them with a good reason why this won’t happen.

    What counts as a good enough reason? One example is that the information is needed to supply a service that a customer still wants or needs. For example, it’s not possible to provide a banking service for a person and at the same time erase all their personal information from the bank’s systems. Another is that the holder may be required by laws or regulations to keep personal information for a set period before it’s erased. This is the case for banks – there are strict rules about the records banks must keep.

    For example, banks must hold financial records to help fight crimes such as fraud, money laundering, or terrorism. In connection with banks it’s misleading to think of a simple ‘right to be forgotten’. You have a right to request personal information to be erased, and for this to be carried out, or to be given a satisfactory reason why it can’t be.

    Our privacy notice

    This sets out how we protect your privacy. It covers the personal information that we have, where we get it, how we use it and who we share it with.