Know your customer – why does the bank ask?

To fulfil its statutory obligations and act as a responsible corporate citizen member of society, Nordea must know all its customers and ask them questions about their personal details and banking. We ask these questions when establishing a new customer relationship and from our existing customers.

Customer information is updated regularly

We regularly ask our customers to verify and update their customer details and information about their banking to make sure they are correct and accurate. To ensure easy banking, it’s important that your customer information is always up to date.

We send the request to check and update customer details to some of our customers through Nordea Mobile and Netbank and to some in a letter.

If you have received a request from us to update your customer information, please do this as soon as possible. If you don’t update your customer information after receiving a request, we will have to restrict your banking services until you have updated your information.

It’s safe for you to update your information in our online services by following the instructions we send you. You can verify the security of the website and the SSL encryption by clicking the padlock icon in the address bar at the top or bottom of the screen.

We would like to emphasise once more that Nordea will never request your personal Netbank access codes or card details by email or over the phone.

What kind of questions do we ask in order to update your customer information?

In addition to personal details, we must have sufficient information on the customer’s business and financial position. We also ask about your country of taxation and the origin of the funds you deposit with and transfer to Nordea. If necessary, we may ask for documentation to verify the information you provide.

We are also obliged to ask whether you, any members of your family or close associates are politically exposed persons (PEPs), i.e. hold a prominent public position. This does not mean that we are asking you about your political opinions.

We treat all information you give us confidentially in accordance with the laws governing the collection and storage of personal data.

Identity documents accepted by Nordea

We must always be able to verify the identity of a customer from an undamaged identity document accepted by us. We accept the following valid documents as proof of identity: Identity documents accepted in Nordea

Further information

Finnish Financial Supervisory Authority – Customer due diligence and customer identification

Questions and answers

I received a request to check and update my customer information but I’m finding it difficult to update the information online. What should I do?

If you need more information or advice on how to update your customer information, don’t hesitate to call us.

How do I know that a letter has been sent by Nordea or that a website is actually Nordea’s and not a scamming or phishing attempt?

If you have received the request by letter, type the internet address included in the letter in full in your browser’s address bar. You can also navigate to the login page from our website by selecting ‘Log in’ and ‘My Pages - customer information’.

Once you have typed in the address, you will see a padlock icon (or another similar icon used by your browser) in the address bar. It tells you that you are on the correct page and that it is secure. When you click on the icon, you will see the certificate of the website.

If you are unsure if you have in fact been contacted by us, you can always call us on 0200 70 000. If you have received a letter from Nordea Finance, you can ask for more information by contacting Nordea Finance Customer Service on 0200 86215. Alternatively, you can go to Nordea Finance's websiteOpens new window.

When I was checking my information, I noticed that the language used in the questions is of poor quality. Why is this?

If you have enabled automatic translations on your phone or computer, the machine translation software may sometimes translate the text poorly. If you disable automatic translations, the text will be shown correctly in the original language.

Why did my child who is under 18 receive a letter requesting an update of customer information?

Banks have a statutory obligation to know their customers. That’s why we ask the same questions from all our customers, including minors.

How often do you ask these kinds of questions?

We regularly ask our customers to check and update their personal and banking information throughout the customer relationship. The questions are the same for all customers, but we send them to different customers at different times.

Can I answer the questions later?

If you have received a request from us to update your customer information, please do this as soon as possible. If you don’t update your customer information after receiving a request, we will have to restrict your banking services until you have updated your information.

Will you contact me after I have answered these questions?