Your personal data rights explained

Your personal data is protected under Data Protection legislation, and as a consequence you have a number of rights that you can enforce against us as your Data Controller.

You can read the Data Protection Statement here:

For more information on how we use your personal data, take a look at our Using my personal data booklet (pdf).

Your rights regarding your personal data

This right refers to having your personal data corrected if it's inaccurate, or to have any incomplete personal data completed.

To request a right to rectification you can contact us:

By phone
Call us on 0800 092 3300. Calls may be recorded or monitored.

In certain circumstances you can object to the processing of your personal information.

To object to the processing of your personal information for marketing or market research, please refer to the 'Changing your marketing preferences' section of the Using my personal data booklet (pdf).

If you object to the processing of your personal data for any other reason, it may mean we can't provide certain products and services to you.

You can ask us to restrict processing your data, for example where:

you're contesting the accuracy of your personal data;
we no longer need to process your personal data, but you want us to keep it for use in legal claims; or
you've objected to the processing by asking us to stop using your data, but you're waiting for us to tell you if we have overriding grounds which mean we're allowed to keep on using it.

If the right applies, this means with the exception of storage, your personal data can only be processed by us with your consent or for certain things such as legal claims or to exercise legal rights.

If you request that we restrict the processing of your personal data it may mean we can't provide certain products and services to you.

To request a right to object to, or restrict processing you can contact us:

By phone
Call us on 0800 092 3300. Calls may be recorded or monitored.

In the circumstances below you can ask us to delete your personal data. Where the right doesn't apply we'll let you know why we can't action your request.

This right may be applied where:

personal data is no longer necessary in relation to the purpose for which is was originally collected/processed;
the processing was based on your consent which you withdraw (and there are no other legal grounds for processing that data);
you exercise your right to object and there are no overriding legitimate grounds for the processing; or
there is no lawful reason to retain personal data or if the personal data has to be erased to comply with a legal obligation.

To request a right to erasure you can contact us:

By phone
Call us on 0800 092 3300. Calls may be recorded or monitored.

You can ask us to provide you with a copy of certain personal data in a structured, commonly used, machine-readable format. This right only applies to personal data that you've previously provided to us, we process electronically and we're processing based on your consent or to perform a contract with you.

If you request a right to portability on your joint account, you'll only receive your own personal and transactional data and only if you have transactional access on the account. Other joint account customers on the same account will need to make a separate request.

To request a right to portability you can contact us:

By phone
Call us on 0800 092 3300. Calls may be recorded or monitored.

If you'd prefer not to receive up-to-date information on our products and services, or to be included in market research, you can indicate this by updating your marketing preferences at any time.

To opt-out of marketing and market research you can contact us:

By phone
Call us on 0800 092 3300. Calls may be recorded or monitored.

By post
Write to us at the address below - providing your name, address and account number and in case we need to talk to you, your phone number and a convenient time for us to discuss your request.

Cater Allen Private Bank
Cater Allen Operations
Sunderland
SR43 4FB

If you receive marketing emails and don't want to in future, please use the unsubscribe link within the email and we'll remove you from all future campaigns.

If you open an account with us, your information will be kept after your account is closed. Your information may be shared across the Santander Group or associated companies, service providers or agents for administration purposes to:

provide and run the account or service you have applied for, and develop and/or improve our products and services;
identify and advise you by post, telephone or electronic media (including email and SMS) of products or services which our group of companies and our associated companies think may be of interest to you (for credit products this may involve releasing your details to a credit reference agency); and
release your name, address and telephone number to market research organisations for the purpose of confidential market research surveys, carried out by post or telephone, on our behalf.

We always strive to provide you with the best account(s). Unfortunately things can sometimes go wrong, but telling us about errors or oversights will give us the chance to fix things for you and make long-term improvements to our services.

Contact us:

By phone
Call us free from a UK landline on 0800 092 3300. Please have your Personal Access Code (PAC) to hand when calling. If you don't have a PAC or have lost or forgotten it, please contact us on the number above.
Calls may be recorded or monitored.

By post
Write to us at the address below, providing as much detail as possible about what's gone wrong, along with your name, address, account number, phone number and a convenient time for us to call you to discuss your complaint.

Complaints
Client Team
Cater Allen Operations
Sunderland
SR43 4FB

Our Complaints Leaflet is available upon request and contains further information on our complaints process, including the handling timescales. This information is also available on our website at caterallen.co.uk.

You may also be able to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service acts as an independent and impartial organisation which helps settle disputes between consumers and financial services businesses. You can find out more information at financial-ombudsman.org.uk.

You have the right to find out what information, if any, is held about you. This is known as a data subject access request.

A data subject access request is not designed to deal with general queries that you may have about your account. We therefore aim to provide you with the information you require without you having to make a formal request. If you would like to find out specific information about your account, you can contact us by phone.

To make a formal data subject access request you can contact us:

By post

Write to us at the address below, providing:

a daytime phone number in case we need to contact you to discuss your request;
your sort code and account number(s); and
detail on what information you are requesting.

Subject Access Requests
Client Team
Cater Allen Operations
Sunderland
SR43 4FB

In some instances we'll undertake automated processing and decision-making to decide which of our other account(s) might be of interest to you. You have a right not to have a decision made based solely on automated processing (including profiling) that produces legal or similar effects. This doesn't apply where the processing is necessary for the performance of a contract, is authorised by law, or the person has given their consent to the processing (though they can revoke their consent thereafter).

Where you have been adversely affected by an automated decision, and/or you think we have made a mistake, or you have further information to support your case, there is an underwriting process in place. We can't guarantee to reverse a decision, but we'll always be happy to reconsider your application if you believe you have been wrongly declined.

To ask us to reconsider your application you can contact us:

By post
Write to us at the relevant address below, providing your name, address, phone number and a convenient time for us to call you to discuss your request.

The Appeals Officer
Cater Allen Operations
Sunderland
SR43 4FB

Please be aware

The phone numbers shown on this page are for inbound calls only, which means we'll never call you from any of these numbers.

It's a scam if you get a call from one of the numbers on this page, or if the caller tries to send you to our website to verify the number they're calling from.

If this happens to you, hang up, wait 5 minutes to be sure the line is clear, and then call us on 0800 092 5500.

Your personal data rights explained

Right to rectification

Right to object to processing

Right to restrict processing

Right to erasure (Right to be forgotten)

Right to portability

Marketing and market research opt-out

Text or email opt-out

Sharing of your personal data

Complaints

Data subject access requests

Automated decision making and processing

Please be aware