NatWest Announces Major Update to Biometric Data Handling
NatWest has begun contacting its customers regarding a significant change to its biometric data processing procedures, scheduled to take effect on May 20, 2026. The high street bank is sending out emails to inform account holders about this update, though it emphasizes that "there's nothing you need to do" in response.
What Is Changing with Biometric Data?
Biometric data refers to unique physical characteristics such as facial features or voice patterns, which NatWest uses to verify customer identities and enhance account security. Currently, the bank processes this data based on customer consent provided when setting up biometric approval in the mobile app or Voice ID for Telephone Banking.
Starting May 20, 2026, NatWest will transition to using "legitimate interests" as the legal basis for processing biometric data, rather than relying on explicit consent. This term, rooted in data protection law, allows organizations to use personal data when they have a clear and fair reason that supports essential services—in this case, maintaining account security and preventing fraud.
Impact on Customers and Daily Banking
NatWest has confirmed that this change will not alter how customers interact with their banking services. There are no modifications to the functionality of the mobile app or Telephone Banking, and biometric data will continue to be used exactly as before to protect accounts and deter fraudulent activities.
Biometric approval is employed in various scenarios to ensure it is genuinely the customer accessing their account, including:
- Making payments to new recipients or adjusting payee references in the mobile app
- Processing international payments through the app
- Updating personal details like home addresses
- Increasing account limits, viewing PINs, or checking card details
- Serving as an alternative to card readers in Online Banking
- Facilitating payments to new beneficiaries via Open Banking
When prompted to use biometrics, customers will be asked to face the camera or repeat a phrase. The system then compares this sample with the stored data on NatWest's servers; if it matches, the transaction or action can proceed.
Reassurance and Customer Support
NatWest aims to reassure customers that all their privacy rights remain fully protected under this update. Individuals retain the right to object to how their data is handled, with detailed information available in section 4 of the bank's privacy notice.
For further assistance, customers can engage with Cora, the digital assistant, through the app or website, or opt to call NatWest directly or visit a branch in person. Additional FAQs on legitimate interests, biometrics, and the mobile app are accessible for those seeking more information.
Context and Broader Trends
As one of the UK's largest banks, NatWest serves over 20 million retail and business customers. This move aligns with its broader shift toward a digital-first strategy, evidenced by more than 10 million customers using its mobile app daily. Recently, the bank has also drawn attention for planning to close dozens of branches, with 34 closures already announced and three more pending confirmation, reflecting the ongoing evolution in banking practices toward enhanced digital integration and security measures.
