South Africa

Frequently Answered Questions

If you did not find the answer to your question in the Access to Information Manual as well as in our Privacy Statement, we trust you will find it here.


1. What is personal information?

Personal information is any information from which you can be identified and is not limited to your name, surname and identity number. It is:

  • name, age, gender, sex, and identifying numbers;  
  • physical and email addresses and contact numbers;
  • online identifiers and your online behaviour such as cookies and IP addresses;
  • engagements with us including use of products or services, transactions, requests, queries, applications and complaints;
  • financial information including with regard to financial behaviour, goals and needs;
  • internal reports and other derivative data based on the personal information we collect;
  • other personal information including biometric details, race or ethnic origin, criminal history and behaviour, medical history and health and your personal beliefs and persuasions such as religious, philosophical, trade union membership or political beliefs.

2. What does processing mean?

Processing is the use of your personal information, plus collecting, receiving, recording, organizing, collating, storing, updating, deletion, sharing in any form and combining it with other information.

3.    When is my information be processed? 

  • We aim to provide you with personalised services to meet your needs and for this purpose we may process your personal information.
  • We may need to process your personal information if we require it to conclude or perform under a contract or agreement with you for a product or service that you have applied for or have either with us or through our business partners with whom we have entered into a partnership, collaboration, or alliance arrangement. Also, to improve the products and services you have with us. 
  • In managing our risks and maintaining our overall relationship with you, we will process your personal information.
  • The Bank will use or share your personal information to comply with other regulatory and legislative requirements as well as  with voluntary and mandatory codes of conduct best practice.
  • The Standard Bank Group may process your personal information in the regular management of its business and to protect the interests of the Group and its clients, depositors, shareholders, employees and other third parties, including our business partners and members of the general public. 
  • In certain circumstances, your explicit consent is required before we can process your personal information.

4.    When is my consent needed?

We may process your personal information where we have your specific consent for a defined purpose. 

  • How do I withdraw my consent for processing?

You can withdraw your consent or object to us processing your personal information. Where we don’t need your personal information to administer your products or services, we will action accordingly. 


  • How do I withdraw my consent for direct marketing?

You can object to the processing of personal information for the purposes of direct marketing by contacting SA Data Privacy Office at [email protected].

5.    What are my rights as a data subject?

  • You have the right to be notified that your personal information is being collected by us, for what purpose and with whom we will share your personal information. You will also be notified if your personal information has been accessed by an unauthorised person.
  • You have a right to know and have access to the personal information that we hold about you.
  • You have a right to correct and update inaccurate and outdated personal information we have about you. 
  • You have the right not to be subject, under certain circumstances, to a decision which is based solely on automated processing of your personal information for the creation of a profile of you.
  • You have the right to recourse by submit a complaint to the Regulator or civil proceedings via the courts. 

6.    Who are the role players?

  • You, as the data subject, to whom the personal information relates.
  • Standard bank who processes your information for products and services for our commercial interest
  • Third parties with whom Standard Bank contracts and those who act on your behalf.

7.    Who may request information and how?

Anyone who wants to exercise or protect a right or who requests on behalf of another person.
Information Regulator has compiled guidance on how to access information in accordance with PAIA. Please click here  to access the guide.

8. Who can I contact and how?

Contact SA Data Privacy Office at [email protected] should you feel your personal information have been compromised and further guidance.

Should you feel that Standard Bank has not addressed your concern appropriately, please contact the Information Regulator. 

9.    What is a cookie? 

Cookies make it generally easier for us to give you a better online experience. They are small text files that are stored on your computer, smartphone, tablet, or other device when you visit our website or use our app. Cookies contain specific information related to your use of our website or app, such as login credentials, preference settings or tracking identifiers. Some cookies are necessary for the proper functioning of the website and are not optional. Optional types of cookies, allow us to customise your experience and we will obtain your consent to use or store them on your device. 

Should your question remain unanswered, please contact us at [email protected]