Personal data includes information that we collect and process about you depending on the products or services you obtain or receive. Typically, we process the following information:

You provide us with the following categories of information about yourself:

• Personal details: including but not limited to title, name, previous names, nationality, photograph, gender, date and place of birth.
• Contact: including but not limited to email address, residential or business address and contact telephone number.
• Identity: including but not limited to National ID, passport and similar documentation.
• Identity verification data: including but not limited to for our electronic services we require at least two forms of evidence to verify your identity which may include: your registered mobile number, registered email address, facial recognition, fingerprint, recording of your voice and a video call.
• Financial information: including but not limited to your bank account number, statement of account, credit or debit card numbers, financial history, credit score, taxation details and authentication-related information.
• Economic, financial and residency information: including but not limited to income and other revenues, the value of your assets and your country of residence.
• Education and Employment related data: including but not limited to level of education, employment, employer’s name and remuneration.
• Transactions: including but not limited to details about payments to and from your accounts including repayments of any loan or credit facilities, beneficiary names, account numbers, addresses and transaction details.
• Log-in: including but not limited to information in connection with our account sign-in facilities, including your log-in, username and encrypted password details.
• Correspondence: including but not limited to information you give to us by filling in any of our forms or by communicating with us, whether face-to-face, by phone, email, online or otherwise.
• Marketing: including but not limited to details of any marketing preferences we receive from you.
• Video protection (including CCTV): including but not limited to surveillance of our premises and ATMs for security reasons.
• Sensitive information: for certain products and services, we may collect sensitive data including but not limited to your racial/ethnic origin, religious beliefs, biometric data, health data and information about criminal convictions and offences.
  • Biometric data may include: fingerprints, voice patterns or facial recognition which can be used for identification and security purposes.
  • Health data may be required and held by us in relation to some insurance contracts or other contracts that requires such data to be held.

You must keep your personal data up-to-date – please tell us promptly about any changes, for example, if you have a new address.

We automatically collect the following when you use our website or apps:

• Technical information, such as your IP address and device ID.
• Information about your visit, such as your URL and website interaction.
• Location data, with your approval, used to show you the location of the nearest branch or ATM based on your IP address, coordinates or a unique device code.
• Networks and connections, when you interact with us and the people and groups that you are connected to (for example, through social media).

Find out more

Technical information may include:

• mobile number;
• Internet protocol address;
• login information;
• browser type and version;
• browser plug-in types and versions;
• Device IDs;
• Google ID;
• time zone setting;
• operating system and platform;
• hardware version;
• device settings (like language and time zone);
• file & software names and types;
• battery & signal strength; and
• your mobile operator or ISP

Information about your visit may include:

full Uniform Resource Locators;

clickstream to, through and from our site (including date and time);

page response times & download errors;

page interaction information (such as scrolling, clicks, frequency and length of visits, types of content viewed or engaged with, and mouse-overs); and

methods used to browse away from the page

We may also collect any phone number you use to call our customer service team (including call metadata such as the date, time and length of a call) or the social media handle you use to connect with our customer service team. We may record calls for training and performance purposes to establish clear records and for legal reasons.

Location data will include specific geographic locations (such as GPS, Bluetooth and WiFi signals) which we use to provide location services (if you ask or permit us to) so that we can deliver content, advertising and other services that are dependent on knowing where you are. Location data may be collected in combination with your device ID so that we can recognise your mobile browser or device.

See our Cookie Policy for more information on our use of cookies and device identifiers.

We also collect information about you from the following sources:

• Other Emirates NBD Group entities;
• Credit Information Agencies and fraud prevention agencies;
• People appointed to act on your behalf;
• Third party providers and partners to help us improve the personal data we hold and to provide more relevant and interesting products and services to you;
• Joint account holders;
• Our co-branded financial services product partners for example, if you are an existing member of a rewards or loyalty program of one of our partners;
• Criminal record checks from organisations authorised to provide this data;
• Debt recovery agents;
• Advertisers and social media partners may share technical information and information about your visits with them including your experiences or interactions with them;
• Databases made available by official authorities and government authorised sources to update/verify your documents; and
• Publicly available sources.

We may use the categories of personal data explained in the previous section as follows:

IS IT OBLIGATORY OR VOLUNTARY FOR ME TO PROVIDE MY PERSONAL DATA?

We need your personal data to provide you with the services or products requested by you.

After you submit an application form with us or become our customer, we have certain legal obligations to process your data. If you do not provide us with the requested personal data, we will be unable to comply with the legal or regulatory obligations and will not be able to offer our services to you.

It is voluntary for you to provide us your data or consent for sales or marketing purposes.

We make it clear on our application forms what data is required to be provided by you by marking the mandatory fields with the asterisk symbol (*).

You can object to further marketing at any time by:

• Calling our customer call centre on 16664
• changing your marketing preferences in your account; or
• sending us an email at [email protected].

Further details of how we will use your information can be found below.

Automated processing

The way we analyse personal data relating to our services may involve profiling or other automated methods to make decisions about you that relate to the following:

• Credit and affordability checks (including credit limits) – we will consider a number of factors including information about your income, expenses and how well you have kept up on payments in the past.
• Anti-money laundering, sanctions checks and screening 'politically exposed' people.
• Monitoring your account for fraud and other financial crime – we will assess your transactions to identify any that are unusual.
• Assessments required by regulators and appropriate authorities – certain details in your information may suggest that you are likely to become financially vulnerable and we may need to help you.

You may have a right to certain information about how we make these decisions. You may also have a right to request human intervention and to challenge the decision.

Legal basis of data processing

What is our lawful basis for processing your personal data?

• Consent: We will use your personal data to send you promotional or marketing materials if you have given consent to us doing so where required by law.
• You can opt-out of further marketing at any time by changing your marketing preferences in your account OR by sending us an email at [email protected].
• We also rely on consent for some of the cookies we use
• Contract: We collect, store and process your personal data if it is necessary for performing a contract you have with us or where you have asked us to take specific steps before entering into that contract.
• Legal Obligation: We may need to process your personal data to comply with our legal obligations, including under applicable Arab Republic of Egypt EU and local law (including data protection law), and/or any court orders.
• Legitimate interests: processing your personal data is sometimes necessary for us to undertake the activities detailed below, in our own interest or sometimes in the interests of a third party (like our rewards programme partners). Our legitimate interests are:
  • Making sure our customer accounts are well-managed.
  • Delivering, developing and improving our products and services.
  • Growing our business and informing our marketing strategy.
  • Preventing and investigating fraud, money laundering and other crimes.
  • Keeping our records updated.
  • Improving our website and apps from a security perspective.
  • Enforcing or applying our terms or other agreements with you, including recovering fees or other debts due to us.
  • Giving you information about our products and services that you may be interested in and, in the case of electronic marketing, where we have your permission to do so.
  • In each case we balance our legitimate interests with your rights and interests. If you would like further information about how we assess our legitimate interests, please contact us at [email protected]

We may share your personal data with in accordance with Egyptian laws and CBE regulations and may require your approval:

• companies within the Emirates NBD Group who may support us in any of the purposes set out in this Privacy Notice;
• any joint account holders, guarantors, trustees or beneficiaries;
• anyone who provides instructions or operates any of your accounts on your behalf including advisers (such as authorised solicitors and accountants), intermediaries and those under power of attorney;
• people you make payments to and receive payments from for the purpose of executing the transaction;
• providers of payment-processing services and other businesses that help us process your payments for the purpose of executing the transactions;
• government-authorised Credit Information Agencies and fraud prevention agencies to comply with our legal and regulatory obligations;

Please be advised about the possible limitations of accessing future financial products and/or services based on your records provided to these agencies.

• any fund managers who provide asset management services to you and any brokers who introduce you to us or deal with us for you;
• independent third-party service providers and agents (including their sub-contractors) such as collection agents or providers who may deliver a gift or provide a gesture of goodwill;
• our business partners, together with whom we provide services such as hotels, restaurants, airline partners (whose logo may appear on a credit card we provide) and service providers or agents who provide services on their behalf;
• insurance providers, including underwriters, brokers and associated parties;
• analytics providers that assist us in the optimisation of our website and apps including by measuring the performance of our online campaigns and analysing visitor activity;
• social media companies so they can display messages to you about our products and services or make sure you do not get irrelevant messages;
• any people or companies where required in connection with potential or actual corporate restructuring, merger, acquisition or takeover including the transfer of any of our rights or duties under our agreement with you;
• law enforcement authorities, government bodies (including the Egyptian credit bureau “I score”), courts, dispute resolution bodies, regulators, auditors and any party appointed by our regulators to carry out investigations or audits of our activities; and
• where required to do so by court order or where we are under a duty to disclose or share your information in order to comply with (and/or where we believe we are under a duty to comply with) any legal obligation.

The disclosure of personal data to these parties is done with the utmost care and due diligence to ensure that the protection and privacy of your data is maintained.

We are headquartered in Cairo in the Arab Republic of Egypt. We may transfer your personal data to other countries where we (or other companies within the Emirates NBD Group) or our service providers maintain operations in accordance with Egyptian laws and CBE regulations.

When we do this, we'll ensure it has an appropriate level of protection and that the transfer is lawful. This includes relying on adequacy decisions issued by the relevant data protection authority and using standard contractual clauses for transfers of personal data. You can obtain more details of the protection given to your information when it is transferred by contacting us using the details below.

The security and confidentiality of your personal data is important to us!

We use a range of measures to keep your personal data secure and protected against unlawful processing, accidental loss, destruction and damage.

When we use external service providers, we require them to provide the same standards of data protection as we do.

Please contact our Customer Service Helpdesk on 16664 in case you receive fraudulent emails or require any assistance using our online banking services.

Children’s data

Protecting the safety of children when they use the Internet is important to us. Our websites and apps are intended for use only by persons who are at least 21 years of age. If you are under the age of 21, your parent or guardian must consent on your behalf where we ask for consent in relation to the use of your information.

External Links

Our website and apps may, from time to time, contain links to external sites. If you follow a link to any of these websites, please note that these websites have their own privacy policies. Please check these policies before you submit any personal data to these websites. We are not responsible for the privacy policies or the content of such sites.

We do not keep your personal data for any period longer than is necessary for the purpose for which your personal data was collected, processed, required by law or where we may need it for our legitimate purposes such as maintaining records for analysis or audit purposes, responding to queries or complaints, monitoring fraud, defending or taking legal action and responding to requests from regulators.

If you opt out from receiving marketing communications or object to any other processing of your personal data, we may keep a record of your objection to ensure that we continue to respect your wishes and do not contact you further.

Your choices and rights

In certain circumstances, you have the right to:

• ask for a copy of the personal data we hold about you and obtain information about how we process it;
• ask us to give you (or a third party chosen by you) an electronic copy of the personal data you have given us;
• ask us to correct personal data we hold;
• ask us to restrict how we use your personal data “this may affect the services we provide you”;
• ask us to delete your personal data “this may affect the services we provide you”;
• object to particular ways we are using your personal data, including objections to marketing;
• contact us with any enquiries or complaints in respect of your personal data; and
• withdraw consent to the following at any time:
  • the processing of your personal data by us except where your personal data is required for business operation in relation to the product or service you obtain from us; and
  • sharing your personal data with third parties for purposes such as but not limited to marketing or sales.

Please note that a withdrawal of consent by you will not affect the lawfulness of data processing based on the prior consent. Your withdrawal of consent will take effect within 90 calendar days from the day you request us to do so.

If you wish to exercise any of these rights in relation to the personal data we hold about you or wish to change your preferences at any time, please contact us, using the details below.

We will ask you to verify your identity before allowing you to access your personal data.

Any changes we make to our Privacy Notice will be posted on this page and, in relation to substantive changes, will be notified to you by e-mail.

This policy was last updated on 8^th September 2022.

If have any questions about this Privacy Notice, please contact us:

• By email at: [email protected]
• By writing to us:
  FAO Data Protection Officer
  Emirates NBD Egypt
  Plot 85, El-Tesseen Street,
  New Cairo, Egypt
• By phoning our Customer Service Helpdesk: 16664