NatWest has issued an update on to how it processes biometric data (Image: Getty)
NatWest has issued an alert to customers with online banking about an update coming on May 20, 2026. The high street bank has been emailing customers to let them know, although the bank stresses “there’s nothing you need to do”.
NatWest is among the biggest and best-known banks in the UK, helping more than 20 million customers across retail and business. The bank has made headlines recently after announcing it will shut down dozens of branches over the next year.
The banking giant has confirmed the closure dates for 34 banks, with three more to close at dates yet to be decided. NatWest has shifted heavily toward a digital-first model, with more than 10 million customers using its mobile app every day.
With so many customers using its online banking features, it has been making users aware of an update happening next month. A statement from the bank reads: “We’re changing how we process biometric data on 20th May 2026. There’s nothing you need to do. We just want to let you know.”
It explained: “What is biometric data? Biometric data is information about your unique physical features – like your face or voice – that helps us confirm it’s really you.”
Read more: Full list of 50 NatWest, Lloyds and Santander branches closing in May
Read more: NatWest issues statement as 100s of customers see money ‘disappear’
What’s changing?
NatWest added: “At the time you set up biometric approval in our mobile app or Voice ID for Telephone Banking, you gave us your consent to use this data. From 20th May, we’ll use ‘legitimate interests’ to process your biometric data, instead of your consent.
“Legitimate interests is a term in data protection law. It lets us use your data when we have a clear and fair reason that supports important services – in this case, helping to keep your account secure and prevent fraud.”
What does this mean for me?
NatWest says customers don’t need to do anything. It said: “There are no changes to how you use the app or Telephone Banking. We’ll keep using your biometric data to help protect your account and prevent fraud – just like we do now.”
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Biometric approval lets you prove it’s really you when you want to:
- Make a payment in the mobile app to someone new or when changing a payee reference
- Make an international payment in the mobile app
- Change your personal details in the mobile app, such as your home address
- Increase your limits
- View your PIN
- View your card details
- Use as an alternative to card readers in Online Banking
- Make a payment through Open Banking to new beneficiaries
You can read NatWest’s FAQs to learn more about legitimate interests, biometrics and our mobile app. You can also visit its Telephone Banking page to find out about Voice ID.
Because this is an update to how NatWest processes data, the bank says it wants to reassure customers that they still have all their privacy rights, including the right to object to how their data is processed.
The bank adds: “You’ll find everything about your rights in section 4 of our privacy notice. We’re here for you if you need help. You can chat with Cora, your digital assistant, in the app or on our website. Or, if you prefer, call us or visit a branch.”