Protecting YOUR data. Protecting YOUR rights
As guardians of your dividend, we take your privacy seriously and are committed to maintaining the security of your personal information.
To help us keep your investment in the Society safe, we’ve made some changes at our Society Post Office counters.
Next time you make a transaction at our counters such as withdrawing your dividend, paying in your stamps or buying or selling currency, we’ll need to check the information we hold for you is up to date and take some additional details from you, including:
• your photograph
• copy of your proof of identity
• copy of your proof of address
• copy of your signature
You’ll only need to do this once and once completed, we won’t need to ask you to provide photographic ID whenever you make a transaction with us in the future.
All your details will be stored securely along with your identity documents and photograph and will help us keep your investment in the Society safe by reducing the risk of fraudsters being able to commit identity-related theft.
In order to be able to update your information, we need you to provide us with:
1. Proof of identity
Any one of the following:
• current valid passport
• current valid driving licence (if it contains your photograph)
• current national identity card
• birth certificate (if supported by other evidence of identity)
• a current identity card issued by the armed forces
2. Proof of address
Any one of the following, dated within three months:
• an original utility bill
• an original letter from your employer on headed paper
• an original letter from the States of Guernsey or Jersey
• current valid driving licence (if it contains your address)
• an original bank or credit card letter or statement
• a letter from a local finance, insurance or law company on headed paper
How we will use your data
We follow strict security procedures as to how your personal information is stored, how it’s used and who sees it. You can find out more information about the rights available to you and how to exercise them by clicking here
Frequently asked questions about these changes
Q. I only use you for shopping and to collect my dividend, why do you need this information from me?
A. As you are a Member of the Society, we are required by law to hold certain personal information about you, including confirmation of your identity.
Q. I don’t have a share account and only come to the counter to buy or sell currency, why do you need this information from me?
A. Local regulations require us to keep information on individuals that we buy and sell currency to and, as with our Member Registry, the details we hold need to be up to date and your identity confirmed.
Q. I have a share account and buy/sell currency from you, will I need to provide my information twice?
A. No, our Member Registry and Money Service databases are now centralised, so any changes made to one will be reflected in the other.
Q. I can’t get to a Grand Marché store, can I do this at a Locale / En-route store, by post, or online?
A. Currently, we need to see you in person to be able to update your information and only our authorised Society Post Office counter colleagues/Member Registry team will have access to your records. If you can’t make it to a Grand Marché store, please call our Member Services team on 01534 879822 or email firstname.lastname@example.org for guidance.
Q. Do these changes apply to charity accounts?
A. Yes, these changes mean that we must hold information for every person linked to a share or loan account, whether that account be for an individual or a charity. Please contact our Member Services team on 01534 879822 or email email@example.com who will advise on what you need to do next.
Q. All my utility bills/bank statements are emailed to me, will you accept printed copies as proof of my address?
A. Ideally we would like original copies of the documents detailed overleaf, however, if this isn’t possible please contact our Member Services team for guidance.
Q. I’ve recently provided you with my information, why do you need me to do it again?
A. We have made improvements to our Members Registry and Money Service databases where your information is held, these changes help us to ensure that your investment in the Society is safe and that we comply with new regulatory requirements.
If you provided us with your new information before these changes were introduced on Monday 21st January 2019 then we will need some additional information from you.
Q. What if I don’t update my information with you?
A. If you are unable to help us update your records we may have to place your account on hold or refuse currency sales, but we will work with you to avoid this happening if at all possible.
Q. When do I have to update my information with you?
A. We recommend that you visit one of our Member Registry colleagues at your earliest convenience. You can find specific timings on our website www.channelislands.coop/YourRights.
If you do not hold a share account and have not purchased currency from our counters since these changes were introduced, our counter colleagues will update your information at the time of your purchase. Please bring with you the documents outlined in this leaflet as they will be needed before we make any currency transactions.
Q. Why do you need to take my photograph? My passport/driving licence has my photograph on it.
A. Most modern forms of photographic identity are security protected so that the image cannot be copied effectively. This is for your safety, but it means we cannot link your photograph to our records.
The benefit of having your photograph linked to your record is that you will no longer need to provide photographic ID whenever you wish to carry out a transaction at our Society Post Office counters.
Q. What if I refuse to have my photograph taken?
A. Having your photograph linked to your record helps us to keep your investment in the Society safe, as it reduces the risk of fraudsters being able to commit identity-related theft.
If you do not want us to take your photograph we will be unable to carry out any currency transactions for you and may have to place your account on hold.
Q. Does this mean that my photograph will be seen at the checkouts?
A. No, our store colleagues do not have access to our Member Registry or the Money Service database where your information will be stored safely. Only authorised individuals will be able to see your photograph or any other confidential membership information.
Q. I think I had an account with you but I can’t remember my share number, what should I do?
A. We can search for your record in a number of ways, please visit one of our Grand Marché stores and our Member Registry colleagues will be able to assist you.
Q. I have a power of attorney for a relative/friend, what information do you need from me?
A. Please contact our Member Services team on 01534 879822 or email firstname.lastname@example.org who will be able to provide you with further information.
Q. I don’t live in the island anymore, what should I do?
A. You must have a permanent residential address in the Channel Islands in order to be a Member of the Society.
To close your account and have the credit balance sent to you in the form of a cheque please write to Member Services, Co-operative House, 57 Don Street, St Helier, Jersey JE2 4TR. All parties to the account MUST sign this letter.