Data Protection: Using Your Personal Data

A service of quality

We (Automobile Association Personal Finance Limited, the AA, Bank of Scotland plc and other Lloyds Banking Group Companies) place paramount importance on customer service and aim to meet your expectations on every occasion. 'The AA' means any company from time to time forming part of the AA group of companies. To achieve this aim, we need accurate personal information about you.

Please help us take prompt and efficient action, by informing us of any changes to your personal circumstances by writing to us. We have a legal obligation under the Data Protection Act to ensure that all information held and processed about you complies with the principles of the Act. The Act requires all personal information to be treated in the strictest confidence and to be used only for the purposes of which you are aware.

Using your personal information

Providing the service for which you have applied

Your details will be used in providing the service you applied for and for the ongoing administration of the service. If you are taking out insurance, your details will be passed to the insurers for this purpose.

If you make a claim, any information you provide to the insurers may be put onto a register of claims through which insurers share such information to prevent fraudulent claims. A list of the participants and the address of the operator are available through the insurers.

Keeping you informed

By providing the requested data you consent to the Automobile Association Personal Finance Limited, the AA Group, Bank of Scotland plc and other Lloyds Banking Group Companies using it for administrative purposes and for the AA and Acromas Group of Companies, Bank of Scotland plc and other Lloyds Banking Group Companies to inform you of other products and services by letter, SMS, telephone and/or email from us and our carefully selected third parties. For full details see the AA privacy policy. We may use information we obtain from your account transactions in this decision-making process.

We may also use your information for research, statistical analysis and administration purposes. You are, of course, under no obligation to apply for any of the services or products offered. If you prefer not to receive any of this information from us, please write to us at
AA Data Unit
Tower House
Charterhall Drive
CH88 3AN

Research and statistical analysis

We will use your details to assist us in understanding individual needs and business trends in order to improve the products and services we offer.


We will treat all your personal information as private and confidential (even when you are no longer a customer). Nothing about your accounts, nor your name and address, will be disclosed to anyone, other than as described in 'Using Your Personal Information' or as permitted by law. Such instances are:

  • Where we are legally compelled to do so.
  • Where disclosure is required to protect our interest (this will not be used as a reason for disclosing information about you or your accounts, including your name and address, to anyone else for marketing purposes).
  • Where disclosure is made at your request or with your consent (this can be either as a result of an application for a product or service or by signing an explicit declaration as part of the application. Consent does not need to be in writing if the service is provided over the telephone).
  • Where audit is required by appropriate regulatory and code of practice organisations.
  • Where we are unable to offer you a credit card on this occasion, it may be possible to refer your application to another lender. To do so, we may share your information with partners carefully selected by AA Personal Finance Limited, who may contact you to discuss alternative credit products.

From time to time, we will employ agents and sub-contractors to process your information on our behalf. The same duty of confidentiality and security will apply to our agents and sub-contractors, and all processing will only be carried out under our instruction and will be supported by written contract. Sometimes, these companies may be located abroad in countries that do not have data protection laws. In these circumstances, we always take great care to ensure that your personal information is kept safe and secure.

Protecting our customers

We always try to protect you from entering into any agreement that may not be in your best interest. When you apply for credit we may use a process known as credit scoring. This will help us to assess your application to ensure that you are able to repay the borrowing comfortably, and to fulfil our duty to you as a responsible lender. Declined applications based on this automated technique can be reviewed manually on request.

In considering your application we will search your record at credit reference agencies. The agency also gives us other details and information from the electoral register to verify your identity. The agency will keep a record of the search type (credit or identification), whether or not your application proceeds.

We may use credit scoring methods to assess your application and verify your identity. Members of our group and other companies may use credit searches and other information supplied to us and/or the credit reference agencies about you and someone linked financially with you, including previous and subsequent names of parties to an account, to make credit decisions about you or other members of your household. Any of this information may also be used for identification purposes, debt tracing, preventing money-laundering and managing your account.

We may give details of your account and how you conduct it, including records held in previous or subsequent names, to credit reference agencies. If you borrow and do not repay in full and on time, we may tell credit reference agencies who will record the outstanding debt.

We will check your details with fraud prevention agencies and if you give false or inaccurate information and we suspect fraud, we will record this.

We and other organisations may use these records to:

  • help make decisions about credit and credit related services for you and members of your household
  • help make decisions on motor, household, credit, life and other insurance proposals and insurance claims, for you and members of your household
  • trace debtors, recover debt, prevent fraud and to manage your accounts or insurance policies
  • check your identity to prevent money laundering, unless you furnish us with other satisfactory proof of identity

If you want to receive details of the fraud prevention agencies from whom we obtain and with whom we record information about you customers should contact our Fraud Helpline on 0845 6032128.

For these purposes we or they may make further searches. The credit reference agencies and fraud prevention agencies will also use these records for statistical analysis about credit and about insurance and fraud. If you have experienced problems obtaining credit, we recommend you request a copy of your credit file from the credit reference agencies. They will charge for this service. Their addresses are shown on the reverse of this leaflet.

Introducers and affinity partners

If you were 'introduced' to us by a third party and/or have a relationship with or are supporting one of our affinity partners, we will give them your contact details and sufficient information about you to help with their accounting and administration. Introducers and affinity partners may use these details to contact you about products and services unless you have asked them not to do so.

Sensitive data

The Data Protection Act defines information about the following as 'sensitive' (racial or ethnic origin, political opinions, religious beliefs, trade union membership, physical or mental health, sexual life, criminal proceedings and offences). If you apply to us for insurance, we may ask you for some 'sensitive' details. We will only use this information to provide the service you require and we will ask for your explicit consent.

As a customer, there may be times when you give us 'sensitive' information. We may share it with other parts of the Lloyds Banking group, the Automobile Association Personal Finance Limited, the AA, Capital Bank and with our subcontractors to keep your records up to date. Some transactions that you (or an additional cardholder) make on a card account may cause 'sensitive' or confidential details to appear on your statement. If your card is used for such transactions, we believe that the details appear on your statement with your explicit consent.

The details we hold

These uses of your personal information are covered by our notification under the Data Protection Act. Under the terms of the Act, you have the right to obtain a copy of the information we hold about you, upon payment of the appropriate fee.

We hope that you have found the information on this page of interest. Please be assured that we will actively review your personal information on a regular basis to ensure it is accurate. If you have any questions or concerns on the use of your personal information, please do not hesitate to contact us at any time.

Credit reference agencies

If you would like a copy of your credit file, please write to the following, enclosing a cheque or postal order for £2. You will need to tell them your full name and address(es) for the last six years.

Experian Limited

Consumer Help Service
PO Box 8000
NG80 7WF
Tel: 0870 241 6212 (link opens a new window)

Equifax plc

Credit File Advice Centre
PO Box 1140
Tel: 0870 010 0583 (link opens a new window)

Callcredit plc

Consumer Services Team
PO Box 491
Tel: 0870 060 1414 (link opens a new window)

For our business customers

The Data Protection Act does not apply to companies in themselves but it does extend to sole traders and partnerships. When an application is received from the business, in addition to the above information, information may be sought from credit reference agencies on the company directors and/or partners as individuals.

Telephone calls may be recorded for security purposes and monitored under our quality control procedures.

Our complaint handling procedures meet the standards required by the Financial Services Authority or Finance and Leasing Association (as applicable). A copy of these procedures is available on request.

We are committed to meeting the needs of all of our customers. If you have a hearing or speech impairment, you can use Typetalk whenever you contact us. For the visually impaired, we can provide documents in large print, Braille or on audio cassette. Please contact us for details.