How we collect your information
We may collect and process the following information about you when you interact with us or use our Services:
- Personal information that you provide to us, for example when you fill out a contact or web form, or if you register to receive alerts or updates;
- Personal information that we obtain or learn to help us improve our Services and optimize customer experience, such as information about the browser or device you use to access our websites, how you use our websites and the pages you visit, traffic and location data;
We may also ask you for information if you experience problems when using our Services. We may also send you communications asking you to complete surveys for research purposes, although you don't have to respond to these and if you don't want to receive them, you can let us know by getting in touch (see 'Contacting ADIB' below).
If we have an existing relationship with you, and we are able to identify you from information obtained through or provided by you during your use of our Services, we may associate such sets of information, for example to enable us to respond to a query you have submitted.
Information we collect from you
As part of our commitment to your privacy, we want to be clear about the sorts of information we will collect from you.
When you visit our websites or access our Services you may be asked to provide information about yourself, including your name, surname and contact details (including phone number and email address). In some cases, we may also ask you to provide or upload documents (such as your passport , emirates ID, employment details) which also require authentication prior to upload (e.g. via a One-Time Password sent to you via SMS to your registered mobile number). We also collect technical information about your computer (or mobile device), including where available your IP address, operating system and browser type, for system administration or for our own commercial purposes. This is statistical data about our website users' browsing actions and patterns.
In order to process your request as a new to bank customer to open an account through ADIB Mobile Banking App, we require you to upload your identification documents such as your valid ID, visa and passport in addition to obtaining your facial image taken through the camera on your mobile device. Your facial image is verified against the documents provided and the UAE government database in order to complete our authentication processes and the image is stored on the ADIB database in accordance with the applicable laws and regulations.
How we use your information
We'll only use your personal information if there is a reason for doing so and if that reason is permitted under applicable data protection laws. We will have a lawful basis for processing your information if we need to process your information in order to provide you with the service you have requested or to enter into a contract; we have your consent; we have a justifiable reason for processing your personal information; or we are under a legal obligation to do so.
We collect and process your personal information to:
- contact you where necessary concerning our Services, such as to respond to your queries and feedback (for example, if you've asked a question or submitted feedback via our websites);
- provide you with information, products or Services you have requested or which we feel may interest you, unless you tell us otherwise;
- carry out our obligations from any contracts entered into between you and us;
- allow you to access relevant parts of our Services and/or websites or participate in any interactive features pertaining to them;
- notify you about changes to our Services;
- provide you with alerts or updates where you've consented to receiving these by registering for them through our Services or on websites (if you do not want to receive these, you can let us know by getting in touch (see 'Contacting ADIB' below));
- ensure our website content is presented in the most effective manner for the device you're accessing it from;
- undertake data analytics to learn more about how you and others interact with our websites and with our advertising. This means we analyze data about your use of our Services to create profiles relating to you and for you. This means that we may make certain assumptions about what you may be interested in and use this, for example, to send you more tailored marketing communications, to present you with Services that we think you will prefer, or to let you know about special offers or products which we think you may be interested in. This activity is referred to as profiling. You have certain rights in relation to this type of processing. Please see 'Your rights' section below for more information; and
- detect and prevent misuse or abuse of our websites or our Services.
Where we rely on legitimate interest as a basis for processing your personal information, we carry out a 'balancing test' to ensure that our processing is necessary and that your fundamental rights of privacy are not outweighed by our legitimate interests. You can find out more information about these balancing tests by contacting us using the details below.
We also use information to meet our compliance obligations, to comply with other laws and regulations and to share with regulators and other authorities that ADIB Group companies are subject to. This may include using it to help detect or prevent crime (including terrorism financing, money laundering and other financial crimes). We'll only do this on the basis that it's needed to comply with a legal obligation, it's in our legitimate interests and that of others or to prevent or detect unlawful acts.
Who we'll share your information with
We may share your information in order to enforce our contractual terms with you, such as to provide you with products or Services you've requested (for example, if they're not provided by the relevant ADIB entities operating our website), if we have a legitimate interest in doing so (for example, to manage risk, verify your identity, to combat fraud, abuse of our site or Services), or where you've agreed to us doing so.
We may also share your information with others, including other ADIB Group companies and any of our service providers, anyone else whose products and services you've requested, anyone who we're under a legal obligation or regulatory requirement to disclose information to or where we consider it reasonably necessary to do so, for example to prevent or detect fraud, abuse of our websites or Services.
How long we'll keep your information
We will not retain your information for any longer than we think is necessary. We keep information that we collect for as long as needed to fulfil the purposes outlined in the 'How we use your information' section above and in line with our data retention policy.
When determining the relevant retention periods, we will take into account factors including:
- our contractual obligations and rights in relation to the information involved;
- legal obligation(s) under applicable law to retain data for a certain period of time;
- statute of limitations under applicable law(s);
- our legitimate interests where we have carried out balancing tests (see section on 'How we use your information' above);
- (potential) disputes; and
- guidelines issued by relevant data protection authorities.
Otherwise, we securely erase your information where we no longer require your information for the purposes collected.
For example, if you're a customer, we'll normally keep core banking data for three years from the end of our relationship. We retain information to comply with legal or regulatory requirements or for our legitimate purposes, such as responding to enquiries, and may sometimes need to keep it for a longer period; if we don't need to retain it for as long, we may delete, destroy or anonymize it sooner. This enables us to comply with legal and regulatory requirements or use it where we need to for our legitimate purposes such as dealing with any enquiries.
We may need to retain your information for a longer period where we need the information to comply with regulatory or legal requirements or where we may need it for our legitimate purposes, e.g. to help us respond to queries or complaints, fighting fraud and financial crime, responding to requests from regulators, etc. If we don't need to retain information for this period of time, we may destroy, delete or anonymize it more promptly.
Transferring your information overseas
Your information may be transferred to and stored in locations outside the United Arab Emirates including countries that may not have the same level of protection for personal information. When we do this, we'll ensure appropriate safeguards are in place to ensure a similar degree of protection is afforded to it and that the transfer is lawful. You can obtain more details of the protection given to your information when it's transferred outside the UAE by contacting us via the contact form on this website.
Under applicable data protection laws you may have a number of rights in relation to the information that we hold about you. If you wish to exercise any of these rights please contact our Data Protection Officer using the contact details set out below. These rights include:
- the right to access information we hold about you and to obtain clear, transparent and easily understandable information about how we process it;
- the right to obtain access to your information if we are processing it. This will enable you to check that we are using your information in accordance with applicable data protection laws;
- in some circumstances, the right to withdraw your consent to our processing of your information, which you can do at any time. We may continue to process your information if we have another legitimate reason for doing so;
- in some circumstances, the right to receive certain information you have provided to us in an accessible and transferable format so that you can re-use it for your own purposes and/or request that we transmit it to a third party;
- the right to request that we rectify your information if it's inaccurate or incomplete;
- in some circumstances, the right to request that we erase your information. We may continue to retain your information if we're entitled or required to retain it;
- the right to object to, and to request that we restrict, our processing of your information in some circumstances;
- Again, there may be situations where you object to, or ask us to restrict, our processing of your information but we're entitled to continue processing your information and/or to refuse that request; and
- The right to make a complaint to the applicable data protection authority with regards to our processing of personal information about you.
How we keep your information secure
We use a range of measures to keep your information safe and secure which may include encryption and other forms of security. We take steps to protect your information from unauthorized access and against unlawful processing, accidental loss, destruction and damage. We require our staff and any third parties who carry out any work on our behalf to comply with appropriate compliance and confidentiality standards including obligations to protect any information and applying appropriate measures for the use and transfer of information.
If you're not satisfied with our response to any complaint or believe our processing of your information does not comply with applicable data protection laws, you can make a complaint to the applicable data protection authority.
This Privacy Notice may be updated from time to time, and you'll always be able to find the most recent version on this site. Where appropriate we will notify you of the changes for example by email or push notification.
Cookies Notice (on webpage)
Cookies are pieces of information that a website transfers to the cookie file on your computer's hard disk. Cookies enable users to navigate around the website and (where appropriate) enable us to personalize and tailor the content to fit the needs of visitors who have accessed the site.
We use two types of cookie on our website.
Session cookies, which are temporary cookies that remain in the cookie file of your computer until you close your browser at which point they are deleted.
Persistent or stored cookies that remain permanently on the cookie file of your computer.
Cookies cannot look into your computer and obtain information about you or your family or read any material kept on your hard drive and, unless you have logged onto Internet Banking, cookies cannot be used to identify who you are.
Cookies cannot be used by anyone else who has access to the computer to find out anything about you, other than the fact that someone using the computer has visited a certain website.
The cookies we use are completely safe. In fact, many of them are used purely to provide important security features such as protecting your data and your accounts.
We use email analytics and reporting tools to see how many of our emails are opened and which links receive the most clicks. Knowing which articles and topics our customers like and which they don't like helps us improve our content and make our emails more relevant.
We maintain strict security standards and procedures to prevent unauthorized access to information about you. ADIB will never contact you by email or otherwise to ask you to validate personal information such as your user ID, password, or account numbers. If you receive such a request, please call us on 600 543216 (within UAE) and +9712 6100600 (outside UAE).