Update my details FAQs

I’ve been contacted to update my details. How do I know it’s genuine?

We’ll contact you via email, letter and phone call. We may use a combination of these channels, depending what contact details we have available for you. 

If we call you, you’ll be asked several security questions to confirm your identity. To make sure you’re speaking with someone from Heritage Bank, you can ask for the caller’s name and then call us back on 13 14 22 (the official Heritage Bank phone number as listed on our website). We’ll be able to reconnect you to the staff member you were speaking to.

How often do I have to update my details?

It’s your responsibility to update your personal details with us whenever they change. We’ll also contact you and request that you confirm your personal information from time to time as part of our ongoing regulatory obligations to ensure your details are complete, current and accurate.

What details do I need to confirm?

You’ll need to confirm your full name, other names known by (if any), residential address, date of birth, occupation and citizenship information.

We may require more detailed information to understand the source of your income and assets. This can include properties that you own, the sale or purchase and/or sale of these assets. 

If you have a business banking product with us, you’ll need to confirm your business name and entity details, business address, and industry information.

What happens if I don’t confirm my details?

It’s important that the information we have about you is accurate, complete, and current. If you are contacted by Heritage Bank to update your details you will have 28 days to action the request. 

If we don’t hear from you within the allocated timeframe, restrictions will be applied to your membership. These restrictions could impact your ability to view your account balances, update scheduled payments and transfer funds between your accounts. 

In some cases, we may no longer be able to provide you with products or services as a member of Heritage Bank and your accounts may be closed.

To avoid any interruptions to your banking services, please contact us to update your details as soon as possible. 

How do I learn more about how you treat my personal information?

Our Privacy Policy is available on our website, or you can request a copy at any Heritage Bank branch. If you have further questions about how your personal information is collected or used, please refer to the contact details listed within our Privacy Policy.

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