1. Who we are
This data privacy use and retention notice (the “Privacy Notice”) applies to all personal data collection and processing activities carried out by DigiDoe Ltd and its group (together, “DigiDoe”). In this notice, references to “we”, “us” or “our” are references to DigiDoe. Our principal address is 167 Turners Hill, Cheshunt, Waltham Cross, England, EN8 9BH and our privacy email address is firstname.lastname@example.org. We respect individuals’ rights to privacy and the protection of personal data. The purpose of this Privacy Notice is to explain how we collect and use personal data in connection with our business.
“Personal data” means data, whether true or not, about an individual who can be identified from that data; or from that data and other information to which the organisation has or is likely to have access.
We may update our Privacy Notice from time to time. When we do, we will communicate any changes to you and publish the updated Privacy Notice on our website. We would encourage you to visit our website regularly to stay informed of the purposes for which we process your information and your rights to control how we process it.
2. The information we process
We may collect, process, and use various categories of personal data at the start of, and for the duration of, your relationship with us. We will limit the collection and processing of information to information necessary to achieve one or more legitimate purposes as identified in this notice.
Personal data may include:
basic personal data, including name and address, date of birth, and contact details;
financial information, including account and transactional information and history;
goods and services, we provide to you;
visual images and personal appearance (such as a copy of passports or real-time biometric facial scans); and
online profile and social media information and activity, based on your interaction with us and our websites and applications, including for example your login information, Internet Protocol (IP) address, smart device information, location coordinates, online and mobile app security authentication, mobile phone network information, searches, site visits and spending patterns.
We may also process certain sensitive data for specific and limited purposes, such as detecting and preventing financial crime or making our services accessible to customers. We will only process sensitive data where we have obtained your explicit consent or are otherwise lawfully permitted to do so (and then only for the particular purposes and activities set out at Schedule B for which the information is provided).
This may include biometric information, relating to the physical, physiological, or behavioural characteristics of a person, including, for example, fingerprint or facial recognition or similar technologies to help us prevent fraud and money laundering. Where permitted by law, we may process information about criminal convictions or offences and alleged offences for specific and limited activities and purposes, such as to perform checks to prevent and detect crime and to comply with laws relating to money laundering, fraud, terrorist financing, bribery and corruption, and international sanctions. It may involve investigating and gathering intelligence on suspected financial crimes, fraud, and threats and sharing data with taxation, law enforcement, and regulatory bodies.
3. How we obtain information
Your information is made up of all the financial and personal data we collect and hold about you/your business and the proprietors, officers, and beneficial owners of that business and your transactions. It may include:
information you give to us;
information that we receive from third parties – including third parties who provide services to you or us, credit reference, fraud prevention or government agencies,
and other financial institutions (where permitted by law);
information that we learn about you through our relationship with you and the way you operate your accounts and/or services, such as the payments made to and from your accounts;
information that we gather from the technology which you use to access our services (for example location data from your mobile phone, or an IP address or telephone number) and how you use it (for example pattern recognition); and
information that we gather from publicly available sources, such as the press, the electoral register, company registers, and online search engines.
4. Your rights
We want to make sure you are aware of your rights in relation to the personal data we process about you. We have described those rights and the circumstances in which they apply in the table at Schedule A. If you wish to exercise any of these rights if you have any queries about how we use your personal data that are not answered here, or if you wish to complain to our Data Protection team, please contact us at email@example.com.
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 through the DB1-Gen2 app.
Please note that DigiDoe will only comply with such requests to the extent it is legally obligated to and depending on your account activity until that date, certain personal data may be maintained in accordance with anti-money laundering and counter-terrorist financing legislation to which DigiDoe is subject.
5. Changes to the way we use your information
From time to time we may change the way we use your information. Where we believe you may not reasonably expect such a change, we will notify you and will allow a period of at least 30 days for you to raise any objections before the change is made. However, please note that in some cases, if you do not agree to such changes it may not be possible for us to continue to operate your account and/or provide certain products and services to you through the DB1-Gen2 app.
6. How we may use and share your information with other DigiDoe group companies
We will only use and share your information where it is necessary for us to lawfully carry out our business activities. Your information may be shared with and processed by other DigiDoe group companies. We want to ensure that you fully understand how your information may be used. We have described the purposes for which your information may be used in detail in a table in Schedule B – Purposes of Processing.
7. Sharing with third parties
We may from time to time share and disclose your personal data and other data to third parties, some of whom may be located outside your home country. The circumstances under which such sharing and disclosure will take place may include without limitation the following:
where we have your permission;
where required to provide your product(s) or service(s);
where we are required by law and by law enforcement agencies, judicial bodies, government entities, tax authorities, or regulatory bodies around the world;
with other financial institutions and third parties where required by law to help recover funds that have entered your account as a result of a misdirected payment by such a third party;
with third parties providing services to us, such as market analysis and benchmarking, correspondent banking, and agents and sub-contractors acting on our behalf, such as the companies which print our packing labels and provide your currency accounts;
with other financial institutions to help trace funds where you are a victim of suspected financial crime and you have agreed for us to do so, or where we suspect funds have entered your account as a result of a financial crime;
with debt collection agencies;
with credit reference and fraud prevention agencies;
with third-party guarantors or other companies that provide you with benefits or services (such as insurance cover) associated with your product or service;
where required for a proposed sale, reorganisation, transfer, financial arrangement, asset disposal, or other transaction relating to our business and/or assets held by our business;
in anonymised form as part of statistics or other aggregated data shared with third parties; or
where permitted by law, it is necessary for our legitimate interests or those of a third party, and it is not inconsistent with the purposes listed above.
If you ask us to, we will share information with any third party that provides you with account information or payment services. If you ask a third-party provider to provide you with account information or payment services, you're allowing that third party to access information relating to your account.
We are not responsible for any such third party's use of your account information, which will be governed by their agreement with you and any privacy statement they provide to you.
In the event that any additional authorised users are added to your account, we may share information about the use of the account by any authorised user with all other authorised users. DigiDoe will not share your information with third parties for their own marketing purposes without your permission.
8. Transferring information overseas
If your personal data in England is sent outside England, we will seek to ensure that your personal data is afforded a comparable level of protection as that provided by DigiDoe and as required by English law.
9. Marketing information
Upon signing up to use DigiDoe’s services, you may consent to hear from us regarding marketing updates. We will send you relevant marketing information (including details of other products or services provided by us or other DigiDoe group companies which we believe may be of interest to you), by email. If you change your mind about how you would like us to contact you or you no longer wish to receive this information, you can simply unsubscribe from our marketing emails at any time by clicking “Unsubscribe” in any previous communication we have sent or by contacting us at firstname.lastname@example.org.
10. Communications about your account
We will contact you with information relevant to the operation and maintenance of your DigiDoe account (including updated information about how we process your personal data), by a variety of means including via, email, text message, and in-app notifications. If at any point in the future, you change your contact details you should tell us promptly about those changes. We may monitor or record calls, emails, text messages, or other communications in accordance with applicable laws for the purposes outlined in Schedule A – Purposes of Processing.
11. Fraud prevention
We may access and use information from fraud prevention agencies when you open your account and periodically to:
manage and take decisions about your accounts;
prevent criminal activity, fraud, and money laundering; and
check your identity and verify the accuracy of the information you provide to us;
Application decisions may be taken based solely on automated checks of information, for example from fraud prevention agencies and internal DigiDoe records. To help us make decisions on verifying your DigiDoe account, as well as transaction limits on your DigiDoe account, we look at the information you give us when you apply for a DigiDoe Account; including biometric data such as your photograph and/ or facial scan, information regarding your location, age, nationality and/ or citizenship and other information which enables us to verify your identity and perform a risk assessment for money laundering and fraud prevention purposes.
We will also profile your DigiDoe Account to assign a risk rating for the purposes of fraud and unusual transaction monitoring and unauthorised access prevention. The information we will use to profile you will include your age, bank country of residence, and status as a politically exposed person or otherwise.
We will continue to collect and monitor information about how you manage your DigiDoe account including your account balance, payments into your account, the regularity of payments being made, and any default in making payments, while you have a relationship with us. This information may be made available to other organisations (including fraud prevention agencies and other financial institutions) so that they can take decisions about you. If false or inaccurate information is provided and/or fraud is identified or suspected, details will be passed to relevant fraud prevention agencies. Law enforcement agencies and other organisations may access and use this information.
We cooperate fully to the extent of our legal obligations in the prevention of fraud, money laundering and counter-terrorism. If we, or a fraud prevention agency, determine that you pose fraud, money laundering, or other criminal risks, we may refuse to provide the services you have requested, or we may stop providing existing services to you. A record of any fraud, money laundering, or other criminal risks will be retained by the fraud prevention agencies and may result in others refusing to provide services, financing, or employment to you. Fraud prevention agencies can hold your information for different periods of time, and if you are considered to pose a fraud or money laundering risk, your data can be held for up to six years. When fraud prevention agencies process your information, they do so on the basis that they have a legitimate interest in preventing fraud and money laundering, and to verify your identity, in order to protect their business and to comply with laws that apply to them.
12. How long we keep your information
By providing you with products or services, we create records containing your information, such as customer account records and activity and transaction records. Records can be held on a variety of media (physical or electronic) and formats, but they are primarily held electronically.
We manage our records to help us to better serve our customers (for example for operational reasons, such as dealing with any queries relating to your account) and to comply with legal and regulatory requirements. Records help us demonstrate that we are meeting our responsibilities and to keep as evidence of our business activities. Retention periods for records are determined based on the type of record, the nature of the activity, product, or service, the country in which the relevant DigiDoe company is located, and the applicable local legal or regulatory requirements.
We (and other DigiDoe group companies) normally keep customer account records for up to six years after your relationship with DigiDoe ends. Retention periods may be changed from time to time (or waived where deemed low-risk) based on business or legal and regulatory requirements. Where there has been no activity on your DigiDoe account since it was opened, we may delete your data after a period of 6 months, as you will be deemed an "inactivated user".
If there has been any transactional activity on your account, we will maintain your data until you request that we delete it, unless we are obligated to maintain such data to comply with our legal obligations. We may on exception retain your information for longer periods than those stated above, particularly where we need to withhold destruction or disposal based on an order from the courts or an investigation by law enforcement agencies or our regulators. This is intended to make sure that DigiDoe will be able to produce records as evidence if they're needed.
We will endeavour to anonymise or aggregate your data if we intend to use it for analytical purposes or trend analysis.
DigiDoe will use reasonable endeavours to maintain appropriate physical, electronic and organisational procedures to ensure that your personal data and other data are treated securely and in accordance with this Privacy Notice, and to protect such data against unauthorized access or unauthorized alteration, disclosure, or destruction of data.
Once we have received your information, we will use strict procedures and security features to try to prevent unauthorized access. DigiDoe does not give any representation, warranty, or undertaking that the personal data you provide to us will be secure at all times, and to the extent, DigiDoe has fulfilled its obligations under no circumstances shall DigiDoe be responsible for any losses, damages, costs, and expenses which you may suffer or incur arising from unauthorised access to or use of your personal data.
If you would like more information about how long we keep your information, please contact us at email@example.com
Schedule A – Your Rights
Schedule B – Schedule of Purposes of Processing
We will only use and share your information where it is necessary for us to carry out our lawful business activities. Your information may be shared with and processed by other DigiDoe group companies. We want to ensure that you fully understand how your information may be used. We have described the purposes for which your information may be used in detail in the table below:
12.1 CONTRACTUAL NECESSITY
We may process your information where it is necessary to enter into a contract with you for the provision of our products or services or to perform our obligations under that contract. Please note that if you do not agree to provide us with the requested information, it may not be possible for us to continue to operate your account and/or provide products and services to you. This may include processing to:
A. assess and process applications for products or services;
B. provide and administer those products and services throughout your relationship with DigiDoe, including opening, setting up, or closing your accounts or products; collecting and issuing all necessary documentation; executing your instructions; processing transactions, including transferring money between accounts; making payments to third parties; resolving any queries or discrepancies and administering any changes. Calls to our service centre and communications to our mobile and online helplines may be recorded and monitored for these purposes.
C. manage and maintain our relationships with you and for ongoing customer service. This may involve sharing your information with other DigiDoe group companies to improve the availability of our services, for example enabling customers to visit branches of other DigiDoe group companies;
D. administer any credit facilities or debts, including agreeing on repayment options; and
E. communicate with you about your account(s) or the products and services you receive from us.
12.2 LEGAL OBLIGATION
When you apply for a product or service (and throughout your relationship with us), we are required by law to collect and process certain personal data about you. Please note that if you do not agree to provide us with the requested information, it may not be possible for us to continue to operate your account and/or provide products and services to you. This may include processing to:
A. confirm your identity, including using biometric information and facial recognition technology and other identification procedures, for example, fingerprint verification;
B. perform checks and monitor transactions and location data for the purpose of preventing and detecting crime and complying with laws relating to money laundering, fraud, terrorist financing, bribery and corruption, and international sanctions. This may require us to process information about criminal convictions and offences, to investigate and gather intelligence on suspected financial crimes, fraud, and threats and to share data with law enforcement and regulatory bodies;
C. share data with other financial institutions and third parties to help recover funds that have entered your account as a result of a misdirected payment by such a third party;
D. share data with police, law enforcement, tax authorities, or other government and fraud prevention agencies where we have a legal obligation, including reporting suspicious activity and complying with production and court orders;
E. deliver mandatory communications to customers or communicating updates to product and service terms and conditions;
F. investigate and resolve complaints;
G. conduct investigations into breaches of conduct and corporate policies by our employees;
H. manage contentious regulatory matters, investigations, and litigation;
I. perform assessments and analyse customer data for the purposes of managing, improving, and fixing data quality;
J. provide assurance that DigiDoe has effective processes to identify, manage, monitor, and report the risks it is or might be exposed to;
K. investigate and report on incidents or emergencies on DigiDoe's properties and premises;
L. coordinate responses to business-disrupting incidents and to ensure facilities, systems, and people are available to continue providing services; and
M. monitor dealings to prevent market abuse.
12.3 LEGITIMATE INTERESTS OF DIGIDOE
We may process your information where it is in our legitimate interests do so as an organisation and without prejudicing your interests or fundamental rights and freedoms.
We may process your information in the day-to-day running of our business, manage our business and financial affairs, and protect our customers, employees, and property. It is in our interest to ensure that our processes and systems operate effectively and that we can continue operating as a business.
This may include processing your information to:
A. monitor, maintain and improve internal business processes, information and data, technology and communications solutions and services;
B. ensure business continuity and disaster recovery and responding to information technology and business incidents and emergencies;
C. ensure network and information security, including monitoring authorised users' access to our information technology for the purpose of preventing cyber-attacks, unauthorised use of our communications systems and websites, prevention or detection of crime, and protection of your personal data;
D. provide assurance on DigiDoe's material risks and reporting to internal management and supervisory authorities on whether DigiDoe is managing them effectively;
E. perform general, financial and regulatory accounting and reporting;
F. protect our legal rights and interests; and
G. enable a sale, reorganisation, transfer, or other transaction relating to our business.
It is in our interest as a business to ensure that we provide you with the most appropriate products and services and that we continually develop and improve as an organisation. This may require processing your information to enable us to:
A. identify new business opportunities and to develop enquiries and leads into applications or proposals for new business and to develop our relationship with you;
B. send you relevant marketing information (including details of other products or services provided by us or other DigiDoe group companies which we believe may be of interest to you);
C. understand our customers' actions, behaviour, preferences, expectations, feedback, and financial history in order to improve our products and services, develop new products and services, and to improve the relevance of offers of products and services by DigiDoe group companies;
D. monitor the performance and effectiveness of products and services;
E. assess the quality of our customer services and provide staff training. Calls to our Customer Support teams and communications to our mobile and online helplines may be recorded and monitored for these purposes;
F. perform analysis on customer complaints for the purposes of preventing errors and process failures and rectifying negative impacts on customers;
G. compensate customers for loss, inconvenience, or distress as a result of services, process, or regulatory failures;
H. identify our customers' use of third-party products and services in order to facilitate the uses of customer information detailed above; and
I. combine your information with third-party data, such as economic data in order to understand customers' needs better and improve our services.
We may perform data analysis, data matching, and profiling to support decision-making with regards to the activities mentioned above. It may also involve sharing information with third parties who provide a service to us.
It is in our interest as a business to manage our risk and to determine what products and services we can offer and the terms of those products and services. It is also in our interest to protect our business by preventing financial crime. This may include processing your information to:
A. carry out financial and insurance risk assessments;
B. manage and take decisions about your accounts;
C. carry out checks (in addition to statutory requirements) on customers and potential customers, business partners, and associated persons, including performing adverse media checks, screening against external databases and sanctions lists, and establishing connections to politically exposed persons;
D. share data with fraud prevention agencies and law enforcement agencies;
E. trace debtors and recovering outstanding debt;
F. for risk reporting and risk management.