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NatWest voice assistant privacy notice

The name and contact details of our organisation

This privacy notice applies to all personal information processing activities carried out by National Westminster Bank Plc (NatWest).

The name and contact details of our representative

Our principal address is 250 Bishopsgate, London EC2M 4AA and our contact details can be located at natwest.com.

The contact details of our data protection officer

We want to make sure you are aware of your rights in relation to the personal information we process about you. We have described those rights and the circumstances in which they apply in the table below. If you wish to exercise any of these rights, if you have any queries about how we use your personal information that are not answered here, or if you wish to complain to our Data Protection Officer, please contact us at 03457 888 444. Overseas number: +44 3457 888 444. Minicom: 0800 404 6161.

Please note that in some cases, if you do not agree to the way we process your information, it may not be possible for us to continue to operate your account and/or provide certain products and services to you.

The purposes of the processing

If you agree, we will use your personal data as follows:

  1. To determine if you meet the eligibility criteria for the pilot.
  2. If eligible we will use some of the information obtained (Google Account) to activate your ability to sign up to the pilot.
  3. To better understand our customers' opinions and behaviours in relation to using voice assistant banking services technology for research purposes only.

The categories of personal data obtained

We collect and process various categories of personal information during the questionnaire. We will limit the collection and processing of your personal information to collecting and analysing data for research purposes, to help us understand customer opinions and experiences of products, processes and/or services.

This questionnaire will capture the following information:

  1. Basic information about your usage of NatWest products - have you got a current account and do you use online banking.
  2. Information about your gender, age category and income.
  3. Voice assistant technology usage.
  4. Google Account username.

The recipients or categories of recipients of the personal data

RBS Group and Origin Experience Design Ltd, our research partner, will be the recipients of the personal data you provide.

The details of transfers of the personal data to any third countries or international organisations

We may transfer your information to organisations in other countries (including to other RBS Group companies) provided that the organisation to whom we pass it protects it in the same way we would and in accordance with applicable laws.

In the event that we transfer information to countries outside of the EEA (which consists of countries in the European Union as well as Iceland, Liechtenstein and Norway), we will only do so where:

  1. the European Commission has decided that the country or the organisation we are sharing your information with will protect your information adequately; or
  2. the transfer has been authorised by a relevant data protection authority; or
  3. we have entered into a contract with the organisation with which we are sharing your information (on terms approved by the European Commission) to ensure your information is adequately protected. If you wish to obtain a copy of the relevant data protection clauses or would like more information generally about transfers of information outside of the EEA, please contact us at 03457 24 24 24 Overseas number - +44 131 549 8888 Minicom – 0800 404 6160.

The retention periods for the personal data

Any personal information collected by us during the pilot will be held for no longer than six months after it finishes. Personal data will be pseudonymised. This is a privacy-enhancing technique where directly identifying data is held separately and securely from any other information that might identify you, such as your name, address and contact details. As a result the remaining information will therefore be anonymised and will be retained for six years whereupon we will delete it in accordance with RBS policies.

The rights available to individuals in respect of the processing

We want to make sure you are aware of your rights in relation to the personal information we process about you. We have described those rights and the circumstances in which they apply in the table below.

Circumstance Your rights
Access You have a right to get access to the personal information we hold about you.
Rectification You have a right to rectification of inaccurate personal information and to update incomplete personal information.
Erasure You have a right to request that we delete your personal information.
Restriction You have a right to request us to restrict the processing of your personal information.
Objection You have a right to object to the processing of your personal information.
Withdraw Consent You have a right to withdraw consent.
Lodge a complaint If you wish to raise a complaint on how we have handled your personal information, you can contact our Data Protection Officer who will investigate the matter. We hope that we can address any concerns you may have, but you can always contact the Information Commissioner’s Office (ICO). For more information, visit https://ico.org.uk/

To exercise the above rights in relation to the NatWest Voice pilot please email voicepilot@origin-support.com.

After the pilot has finished, or if you wish to complain to our Data Protection Officer, please contact us at:

03457 888 444
Overseas number +44 3457 888 444
Minicom 0800 404 6161