You need to update your customer information

The banks must ensure that they have updated and sufficient data stored about their customers at all times, and they must check and confirm their identity. This is to comply with the Money Laundering Act that applies to all banks.

Even if the bank has known the customer well, the banks must obtain copies of valid identification documents in cases where they no longer hold sufficient or correct information about the customer.

The deadline for submitting your proof of identity is basically 10 days after you received the letter from us, but if you haven’t received a passport appointment after the deadline, you need to tell us when your appointment is so we can follow up and you are able to update your proof of identity.

Contact us on 23 02 10 48 on weekdays between 08:00-20:00.

To update your customer information, we recommend that you use one of these methods:

1. Log in to the online bank, read the message that appears on the screen and answer the questionnaire, or see the message in your online bank’s inbox.
2. If you’re using the mobile banking app, you can log in, press “me”, then “Profile” and fill in the information under “Information about you and your finances”.
3. Call our customer service number 23 02 10 48 and provide your customer information.

Use the form attached to make a copy of your proof of identity. Remember to include all important pages, the picture must be clear, and the text must be legible.

Remember that the picture you take may be stored on your mobile phone or other equipment you are using and possibly on cloud storage services. We therefore recommend that you delete it after you have uploaded it to the online bank

Do you have a passport issued after the autumn of 2022?

• Information is divided into two pages in new passports (national identity numbers and signatures on page 2), make copies of both pages.
• Remember that the picture you take may be stored on your mobile phone or other equipment you are using and possibly on cloud storage services. We therefore recommend that you delete it after you have uploaded it to the online bank

Do you have a foreign passport?

• Make copies of signatures and other personal information, even if this is not on the main page.
• Remember that the picture you take may be stored on your mobile phone or other equipment you are using and possibly on cloud storage services. We therefore recommend that you delete it after you have uploaded it to the online bank

Do you have a Norwegian national ID card?

• Norwegian national ID cards have the national identity number on the back of the card, make copies of both sides.
• Remember that the picture you take may be stored on your mobile phone or other equipment you are using and possibly on cloud storage services. We therefore recommend that you delete it after you have uploaded it to the online bank

As a bank, we are obliged to know our customers, and this requires that we obtain a certain amount of information about our customers. In the first instance, we will obtain this information from the customer themselves, and the information will then be checked against, for example, passports or other valid credentials and other sources.

In the event that the customer does not want to provide the information that is being requested, banks may be obliged to refuse to set up the customer account or close an existing customer account.

The following serve as valid proof of identity:

• Norwegian or foreign passport
• Norwegian immigrant's passport
• Norwegian travel document for refugees
• Norwegian National ID card and ID card from an EU/EEA country
• Norwegian driving licence issued after 01.01.1998
• Norwegian bank card with photo, from another bank

Remember!

• The proof of identity’s expiry date must not have passed
• Emergency passports are not valid
• Bank cards must be from another bank, bank cards from DNB will not be accepted

Even though we trust our customers and expect the proof of identity we receive to be authentic, we are obliged by the Norwegian authorities to obtain proof of identity from our customers that can confirm the customer’s identity.

Since DNB lacks a valid copy of your proof of identity, your debit card from DNB will not be accepted as valid proof of identity until we have received other confirmation of your identity. This is not because DNB believes that you are not who you say you are, but as a bank we are required by the authorities to be able to show other documentation (not issued by DNB) that confirms your identity.

To verify your identity we therefore need valid proof of identity such as your passport or bank card (with photo) from another bank that has already confirmed your identity.

This is not because DNB believes that you are not who you say you are, but money laundering regulations require that banks must regularly monitor their customer accounts. This means that customer information must be updated if there is insufficient or inadequate information under current regulations.

Of course, we want to make this as painless as possible for our customers. We only obtain information/documentation if it is strictly necessary and in accordance with the regulations, so if you have been contacted, it is because there is not enough information or documentation registered about you, and we therefore required updated information.

It is possible that you may have an inactive customer relationship, perhaps you have an old savings account, or maybe you’re just an account signatory for someone else’s account.

If you receive a letter from us, but wish to terminate your customer relationship, you can ask your own bank to close a bank account and transfer the money.

Alternatively, you can send us a message from your inbox or log in and start a chat in the online bank so we can help you close your customer account.

If you have not been contacted by the bank about updated customer information, this means that we already have sufficient and correct information about you.

At DNB, we understand you may feel frustrated that the bank you have been a customer of for many years now is asking you to show proof of identity again. Even if we know our customers, we must comply with the requirements of the authorities and store the correct and sufficient information about our customers. This is a statutory requirement, which applies to all banks.

Of course, we want to make this as painless as possible for our customers, so we only get information/documentation if it is strictly necessary.

If you have been contacted, this is because there is not enough information registered about you, and we therefore need updated information.