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Is my data secure with NatWest Plan Ahead?

Yes – your data is encrypted and stored securely in the UK. To keep your account safe, you’ll need to use your email address and the unique code we send to your mobile phone every time you want to log in. We are committed to ensuring that your information is secure with us and with the third parties who act on our behalf.

What happens to my information when I die?

Upon notification of your death the bank will pause access to your account, including access for those who you've shared your plan with. Your executor can request access to you plan by emailing support@mailplanahead.natwest.com. We will keep your account for 12 months following notification of your death. Once your account is deleted we will retain a copy of your records for 30 days in compliance with GDPR and our privacy policy.

What happens to my Plan Ahead information if I close my NatWest account?

If you choose to close the NatWest account you registered with Plan Ahead and no longer hold any accounts with NatWest, we will close your Plan Ahead account. We will give you 30 days notice before closing your Plan Ahead account to allow you to download and save any documents you have stored on Plan Ahead. Once your account is deleted we will retain a copy of your records for 30 days in compliance with GDPR and our privacy policy.

What happens to my information if I delete my NatWest Plan Ahead account?

If you choose to delete your NatWest Plan Ahead account we will retain a copy of your records for 30 days in compliance with GDPR and our privacy policy.

What is GDPR?

GDPR is the General Data Protection Regulation that came in effect in May 2018. GDPR, together with the new UK Data Protection Act 2018, forms part of the data protection regulatory regime in the UK. The personal data you provide to us will be governed by this regulatory regime.

What is personal data?

Personal data is the information relating to natural persons who can be directly or indirectly identified or identifiable. In our context, some examples of personal data include your name, mobile number, email address and bank account details.

How do I request a copy of my data?

For a copy of your Plan Ahead data, you can access and download any data you have input to Plan Ahead directly from the Documents section of the website and downloading the documents containing your notes on each journey. To request any other customer data from NatWest such as name, address, etc. please visit https://supportcentre.natwest.com/?q=SAR (opens in a new window) and refer to the Bank’s process for a Subject Access Request (SAR).

Where can I get a copy of the Privacy Policy?

You can find a copy of the Privacy Policy in the following places:

  1. In the footer of the Plan Ahead tool.
  2. Once logged in there is a link to the Privacy Policy from the main navigation.

How do I manage my email preferences?

To mange your email preference for Plan Ahead, please follow these steps:

  1. Open a recent email you received from Plan Ahead —you can search your inbox for "Plan Ahead" to find one.
  2. Click 'Unsubscribe Preferences' link in the footer of the email.
  3. A page will open in your browser. Here you can make choices about the types of emails you want to receive.

How do I make a complaint?

We're sorry you need to complain. Please go to the NatWest support centre to raise your complaint https://personal.natwest.com/personal/support-centre/how-to-complain/complaints-here-to-help.html (opens in a new window)