NatWest has begun notifying its online banking customers about a significant update scheduled for May 20, 2026, concerning how the bank processes biometric data. In emails sent to users, the high street lender emphasised that "there's nothing you need to do," aiming to provide reassurance while keeping customers informed of the changes.
Background on NatWest's Digital Shift
As one of the UK's largest banks, serving over 20 million retail and business customers, NatWest has been increasingly focusing on a digital-first strategy. This move comes amid recent announcements of branch closures, with 34 locations set to shut and three more under consideration. The bank reports that more than 10 million customers access its mobile app daily, highlighting the importance of its online services.
What Is Changing with Biometric Data?
Biometric data refers to unique physical features such as facial structure, voice patterns, or fingerprints, used to verify identity. Currently, NatWest processes this data based on customer consent given during setup in the mobile app or Voice ID for Telephone Banking. From May 20, 2026, the bank will switch to using "legitimate interests" as the legal basis for processing, under data protection laws.
NatWest explained that legitimate interests allow the use of data when there is a clear and fair reason supporting essential services, in this case, enhancing account security and fraud prevention. The bank stated, "We'll keep using your biometric data to help protect your account and prevent fraud—just like we do now."
Impact on Customers
Customers are not required to take any action regarding this update. There will be no changes to how they use the mobile app or Telephone Banking. Biometric approval will continue to be used for various tasks, including:
- Making payments to new recipients or changing payee references in the mobile app
- Processing international payments
- Updating personal details such as home address
- Increasing limits, viewing PIN or card details, and using alternatives to card readers in Online Banking
- Making payments through Open Banking to new beneficiaries
When prompted, users will face the camera or repeat a phrase, with the sample compared to stored data on NatWest's servers to confirm identity.
Privacy Rights and Customer Support
NatWest has reassured customers that all privacy rights remain intact, including the right to object to data processing. Details on these rights can be found in section 4 of the bank's privacy notice. For assistance, customers can chat with Cora, the digital assistant, via the app or website, or contact the bank by phone or in-branch visits.
Further information is available in NatWest's FAQs, covering topics like legitimate interests, biometrics, and the mobile app, as well as on the Telephone Banking page for Voice ID details.
