Information we collect
When you submit a complaint to the regulators, the Bank of England (‘we’ or the ‘Bank’) collects personal data about you.
We may also collect information from other areas of the Bank that you may have interacted with, where those interactions may be relevant to your complaint.
This information may include contact details, professional information, financial information, location-based information, or information about your health, criminal background, race, sexuality, gender, political affiliations, age, or religion. This will depend on the level of information you have chosen to provide in relation to your complaint. You only need to provide information to us that you believe is relevant to the circumstances of your complaint.
Why we need your personal data
We collect your personal data to handle your complaint and to be able to communicate with you. Details of the Complaints Scheme are set out in the Scheme document.
If you do not provide the information, then we will not be able to consider your complaint. We may however use the circumstances of your complaint to consider whether our processes worked properly and whether we should do anything to address those findings.
What we do with your personal data
We use the information to send you emails/letters or to telephone you, dependent on your preferences. The information may also be used as facts within the complaints investigation. We may also share this information with the FCA if we believe your complaint may relate to the FCA’s objectives or should be addressed by more than one regulator. We will only share your information with the Office of the Complaints Commissioner if you have contacted them directly and asked the Commissioner to review your complaint.
We only process your personal data in the United Kingdom. Safeguarding your personal data is important to us. Your personal data will be stored on secure Bank systems with controlled access; more information on our security practices can be found on our website.
We will hold your personal information on our systems for as long as is necessary for the relevant activity. If your complaint is not within the scope of the Complaints Scheme (for example if it is a complaint about a financial institution rather than the regulators) then we will endeavour to return any documents you have provided to us, so we do not have a record of any unnecessary personal information). You can request that we no longer use your personal data, by writing to us at the address below.
You have various rights under data protection laws. For example, you may have the right to have your personal data rectified or erased. In addition, you can ask us to change how we process or deal with your personal data.
You also have the right to ask us for a copy of the personal data the Bank holds about you. This is sometimes known as a ‘Subject Access Request’.
To contact us about those rights, including making a request for the personal data we hold about you, please contact us on:
The Information Access Team (HO-M)
Bank of England
London, EC2R 8AH
If you are not satisfied with our response or believe we are processing your personal data not in accordance with the law you can complain to the Information Commissioner’s Office (ICO) via their website: ico.org.uk/concerns.