As a financial institution, ING is legally required to know certain details about its customers. This may include asking you to provide information about your identity, activity, address or anything related to your business.
"},"alignedImage":{"position":"top"}},{"title":"What if I don’t provide the information ING requests?","richBody":{"value":"According to our customer acceptance policy, we may be prevented from providing you with banking services on an ongoing basis and we may even be required to restrict or close your accounts. If this occurs, we will communicate the process relevant to your particular situation.
"},"alignedImage":{"position":"top"}},{"title":"How is my identity information protected?","richBody":{"value":"We apply an internal framework of policies and minimum standards across our whole business to keep your data safe. These policies and standards are periodically updated to keep them in line with regulations and market developments. More specifically and in accordance with the law, we take appropriate technical and organisational measures (policies and procedures, IT security etc.) to ensure the confidentiality and integrity of your personal data and the way it’s processed.
In addition, ING employees are subject to a confidentiality agreement and may not disclose your personal data unlawfully or unnecessarily.
We are only allowed to keep your personal data for as long as it’s still necessary for the purpose we initially required it. After this we look for feasible solutions, such as archiving it. When assessing how long to keep personal data, retention requirements might be stipulated by other applicable laws (e.g. anti-money laundering law). Stored personal data can serve as legal evidence in litigation, but we will not use such personal data actively.
Retention periods depend on circumstances. Your data may be archived for up to 10 years after your bank account has been closed or even up to 30 years for your mortgage loan data. Other data, collected by surveillance cameras or call recordings are kept for shorter periods as required by law.
For more information consult our Personal data protection statement.
"},"alignedImage":{"position":"top"}},{"title":"I have already given my details to ING. Will you ask for this information again in the future?","richBody":{"value":"We have to keep your details permanently up to date. This means we may periodically ask you to confirm certain details. In some specific cases, we may also ask for more clarification on information you have sent to us. Every time you have a change in your personal or professional status, we strongly encourage you to inform us.
"},"alignedImage":{"position":"top"}},{"title":"What happens if I don’t give ING the information on time?","richBody":{"value":"If we don’t hear from you within the given time limit, we may put an end to our relationship due to legal requirements and internal processes. Naturally we wish to avoid that at all costs! That’s why it is so important to send us the information on time.
"}},{"title":"How does ING share my information?","richBody":{"value":"ING processes your personal and professionnal data in line with ING’s General Data Protection Regulation (GDPR) mentioned on our Privacy policy page. Your details are shared with a dedicated KYC team.
"}},{"title":"My account is blocked, what do I need to do?","richBody":{"value":"Check the email or letter you received for the reason given for blocking your account. If we asked you to send some documents and we haven't received them in time, then we've had to block your account in line with our Customer Acceptance Policy. Send the required documents as quickly as possible to the email address mentioned in the message or letter.
"}},{"title":"How will I know if ING needs new information from me?","richBody":{"value":"Online banking user? If we need information, you’ll see a banner when you log in via the ING Banking app or ing.be. Click on it and follow the instructions!
Not yet an online user? Check your letter box, as we’ll send you a letter by post with the information we need and any forms that need to be completed. The email address where you should send scans or photos of the required documents is mentioned in the letter.
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