Your personal data rights explained

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 0330 678 2811 or you can call us on 0800 9 173 489 (freephone). If you’re calling from abroad, please contact us on +441908 937222

To maintain a quality service we may maintain or record phone calls for training and security purposes.

Using Online Banking

Log on to your Online Banking and update your details in the ‘My Details & Settings’ tab. Choose ‘Change personal details’ from the left hand menu and then click ‘Change address‘:

• Enter your new details (including postcode) and follow the onscreen instructions.
• You’ll need to enter a One Time Passcode (OTP) to complete this change, so make sure you have your mobile phone to hand. Please note: you must never share a OTP with another person, not even a cahoot employee.

If the change you want to make is not covered under ‘Change personal details’ option, please contact us by logging on to your Online Banking and use our secure messaging service or by calling us on 0330 678 2811 or you can call us on 0800 9 173 489 (freephone). If you’re calling from abroad, please contact us on +441908 937222

By post

Please fill in a change of details form and return it to the address below. You’ll also need to include a copy of your proof of ID with a signature such as a valid passport or full UK driving licence. 

Cahoot, Sunderland,
SR43 4EZ

If the change of details form doesn’t cover the information you want to be corrected, please call us on 0330 678 2811 or you can call us on 0800 9 173 489 (freephone). If you’re calling from abroad, please contact us on +441908 937222

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.

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.

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

By phone

Call us on 0330 678 2811 or you can call us on 0800 9 173 489 (freephone). If you’re calling from abroad, please contact us on +441908 937222

Using Online Banking

Log on to your Online Banking and use our secure messaging service, providing as much detail as possible about your request along with your name, address, account number, telephone number and a convenient time for us to call you if we need to discuss anything.

By post

Write to us:

Cahoot, Sunderland,
SR43 4EZ
 

To maintain a quality service we may maintain or record phone calls for training and security purposes.

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 restrict processing you can contact us:

By phone

Call us on 0330 678 2811 or you can call us on 0800 9 173 489 (freephone). If you’re calling from abroad, please contact us on +441908 937222

Using Online Banking

Log on to your Online Banking and use our secure messaging service, providing as much detail as possible about your request along with your name, address, account number, telephone number and a convenient time for us to call you if we need to discuss anything.

By post

Write to us:

Cahoot, Sunderland,
SR43 4EZ

To maintain a quality service we may maintain or record phone calls for training and security purposes.

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 it 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 0330 678 2811 or you can call us on 0800 9 173 489 (freephone). If you’re calling from abroad, please contact us on +441908 937222

Using Online Banking

Log on to your Online Banking and use our secure messaging service, providing as much detail as possible about your request along with your name, address, account number, telephone number and a convenient time for us to call you if we need to discuss anything.

By post

Write to us:

Cahoot, Sunderland,
SR43 4EZ

To maintain a quality service we may maintain or record phone calls for training and security purposes.

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. Your account must also be open in order to exercise this right.

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 0330 678 2811 or you can call us on 0800 9 173 489 (freephone). If you’re calling from abroad, please contact us on +441908 937222

Using Online Banking

Log on to your Online Banking and use our secure messaging service, providing as much detail as possible about your request along with your name, address, account number, telephone number and a convenient time for us to call you if we need to discuss anything.

By post

Write to us:Cahoot, Sunderland,
SR43 4EZ

To maintain a quality service we may maintain or record phone calls for training and security purposes.

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 0330 678 2811 or you can call us on 0800 9 173 489 (freephone). If you’re calling from abroad, please contact us on +441908 937222

Using Online Banking

Log on to your Online Banking and use our secure messaging service, providing as much detail as possible about your request along with your name, address, account number, telephone number and a convenient time for us to call you if we need to discuss anything.

By post

Write to us:

Cahoot, Sunderland,
SR43 4EZ

To maintain a quality service we may maintain or record phone calls for training and security purposes.

If you receive marketing emails or SMS 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 products and services. 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.

The easiest and quickest way to get in touch about a complaint is by talking to our dedicated Complaints Team.

To talk to our dedicated Complaints Team you can contact us:

By phone

Call us on 0330 678 2811 or you can call us on 0800 9 173 489 (freephone). If you’re calling from abroad, please contact us on +441908 937222

To maintain a quality service we may maintain or record phone calls for training and security purposes.

Using Online Banking

Log on to your Online Banking and use our secure messaging service, providing as much detail as possible about what’s gone wrong, along with your name, address, account number, telephone number and a convenient time for us to discuss your complaint.

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

Cahoot, Sunderland,
SR43 4EZ

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 cahoot.com.

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.

If your request doesn’t relate to an account, please let us know the nature of your relationship with Santander and any other relevant information.

Subject Access Requests

Cahoot, Sunderland,
SR43 4EZ

By phone

Call us on 0330 678 2811 or you can call us on 0800 9 173 489 (freephone). If you’re calling from abroad, please contact us on +441908 937222
To maintain a quality service we may maintain or record phone calls for training and security purposes.

Using Online Banking

Log on to your Online Banking and use our secure messaging service, providing as much detail as possible about what’s gone wrong, along with your name, address, account number, telephone number and a convenient time for us to discuss your subject access request.