NatWest has begun emailing customers about an upcoming update to its data processing practices, specifically regarding biometric data. The bank, which operates branches in Birmingham and competes with HSBC UK, Santander, Lloyds, Barclays, Nationwide, and others, is informing customers that from 20th May 2026, it will change the legal basis for processing biometric data from consent to 'legitimate interests'.
What the Email Says
The email from NatWest states: 'We're changing how we process biometric data on 20th May 2026. There's nothing you need to do. We just want to let you know.' It explains that biometric data includes unique physical features like your face or voice, used to confirm your identity.
Why the Change?
NatWest clarifies: 'At the time you set up biometric approval in our mobile app or Voice ID for Telephone Banking, you gave us your consent to use this data. From 20th May, we'll use 'legitimate interests' to process your biometric data, instead of your consent.' Legitimate interests is a term in data protection law that allows the bank to use your data when there is a clear and fair reason supporting important services, such as keeping your account secure and preventing fraud.
No Changes to User Experience
The bank emphasises that there are no changes to how customers use the app or Telephone Banking. Biometric data will continue to be used to help protect accounts and prevent fraud, just as it does now. Biometric approval enables customers to prove their identity when making payments to new recipients, changing personal details, increasing limits, viewing PINs or card details, and more.
Customer Rights and Support
NatWest advises customers to refer to section 4 of its privacy notice for details on their rights. For assistance, customers can chat with digital assistant Cora in the app or on the website, call the bank, or visit a branch.
