Why are we asking questions and asking for proof of identity?

At Danske Bank, we are very focused on fighting financial crime. As a customer, you will also notice this. Like all other banks in the EU, we are under an obligation to follow what is known as Know Your Customer (KYC) regulation, which requires us to be able to document who our customers are and understand how they use our products and services.

We understand that you may feel inconvenienced or even irritated when we ask you for information and/or proof of identity. But just as the security checks at an airport ensure that all travellers can enjoy a safe flight, it is both necessary and in the best interests of us all that we comply with the rules and keep the information we have about our customers up to date.

Please remember to update your information via Danske Mobile Banking or Danske eBanking

Have you received a message from us in Danske Mobile Banking or Danske eBanking about updating important information? If so, you need to update your information there. 

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What do we need to know about our customers?

First of all, we have an obligation to document the identity of our customers, and we typically use copies of passports or driver’s licences for this purpose. If we do not already have a copy of your proof of identity, we will contact you directly. 
If your nationality is not stated on your proof of identity (driver’s licence for example), we will also ask you to provide this.

We also need to know whether a customer is a politically exposed person (PEP) or is closely related to such a person. If this is the case, you will not need to do anything – we will obtain the information ourselves from the Danish FSA’s publicly accessible register of PEPs. 

What makes a person classify as a PEP? Read more about this in the FAQ section below. 
You may also experience that we regularly ask you about which of our products and services you expect to use, your expectations regarding payments to and from your account and your regular transactions – and whether, for example, you plan to deposit cash in your account or transfer money abroad.

What specifically does this mean for you?

In practical terms, this has no significant implications for the majority of our customers. In most cases, we already have the information we need, but if we still need some information or require a copy of your proof of identity, we will of course contact you. 

Please note that during the time that you are a customer with Danske Bank you will be contacted several times. This is because we have an obligation to update the information we have about our customers on a regular basis

Q&A

  • Why do you need to answer questions and/or provide proof of identity?

    The Danish Anti-money Laundering Act requires us as a bank to have a solid knowledge of all our customers. This is to help prevent fraudulent use of the financial system. 

    Also, by knowing our customers, we are able to take action if a customer behaves in an unusual way or if we see that unusual transactions are being made via the customer's account. We are under an obligation to notify the authorities if we suspect that a transaction may be illegal. 

    When we know every single one of our customers and understand how they use our products and services, we are able to protect the individual customers against fraud and can spot criminals who exhibit behaviour that stands out from the norm. 

    Example:
    One day, a large amount of money is transferred from your account to an account abroad. If we know that you are a Danish citizen who lives in Denmark and rarely or never transfers money to accounts abroad, we will contact you to find out whether the transfer is legitimate.

    We understand that some customers may feel inconvenienced or even irritated when we ask for proof of identity and/or other information. But just as the security checks at an airport ensure that all travellers can enjoy a safe flight, it is both necessary and in the best interests of us all that we comply with KYC regulation and keep the information we have about our customers up to date. 

  • Do we have a legal right to ask questions and/or ask for proof of identity?
    Yes. We have both the right and a legal obligation to ask the questions that we consider necessary for us to know our customers and understand how they use our products and services.

    Our obligation to know our customers is described in sections 11 and 30 of the Danish Anti-Money Laundering Act and in the Danish Executive Order on Good Business Practice for Financial Undertakings. 
  • What is a Politically Exposed Person (PEP), and why do we need to know if you are a PEP?

    Banks have an obligation to identify customers who hold prominent public functions and also to identify the families and business associates of these customers. 

    In the Danish Anti-Money Laundering Act, these customers are called politically exposed persons (PEPs) due to their position and influence in society, which requires banks to carry out extra thorough checks of their business with these customers.

    See also the Danish Financial Supervisory Authority (FSA) guidelines on rules covering politically exposed persons

  • Will we protect your personal data?
    Yes. It is crucial for us that you know you can trust us to protect your personal data. 

    As always, we will process all the information we have about you in the strictest confidence and in accordance with applicable legislation. 

    At danskebank.dk, you can read more about how we process your personal data.  
  • Are we asking all customers to provide information?
    Yes. We are asking all of our customers to provide us with information. We will contact you directly if we require you to provide us with information and/or proof of identity.
  • Why do we need a photo of proof of identity for your child?
    Like all banks, we are required by the Danish Anti-money Laundering Act to have a solid knowledge of all our customers – including children. Among other things, we must be able to document to the authorities that we know our customers, and that is why we ask all our customers to provide proof of identity.

    Also, by knowing our customers, we are able to take action if a customer behaves in an unusual way or if we see that unusual transactions are being made via the customer's account. We are under an obligation to notify the authorities if we suspect that a transaction may be illegal. 
  • How will we contact you?
    We may contact you in different ways, for example via a message in Danske eBanking or Danske Mobile Banking, a letter sent to your e-Boks/home address or by telephone – or when you meet us at your branch, for example at a meeting with your adviser.  

    If you have a meeting booked at the bank in the near future, please remember to bring along your passport or driver’s licence.

    If we telephone you, the calling number will most likely be 45 13 02 00.

    Please be aware that we will never ask you for personal passwords, your PIN, copies of your NemID or anything else that can give access to your Danske eBanking and Danske Mobile Banking service, payment cards, accounts, e-Boks or similar.
  • Why are you being contacted when you have been a customer with us for many years ?
    We are under an obligation to ensure that the information we have about our customers is always up to date. Because of this, you may experience that we will contact you more than once in order to update the information we have about you. 

    We understand that this may cause some customers to feel inconvenienced or even irritated. But just as the security checks at an airport ensure that all travellers can enjoy a safe flight, it is both necessary and in the best interests of us all that we comply with KYC regulation and keep the information we have about our customers up to date. 
  • How can you be sure that our text messages, emails and telephone calls are not phishing attempts?
    We recommend that you always stay alert to phishing attempts. Remember never to give out personal passwords, PINs, copies of your NemID or anything else that could give someone else access to your Danske eBanking or Danske Mobile Banking service, payment and credit cards, e-Boks or similar. 

    Have your received a text message and/or email?
    We are currently sending out text messages and emails to notify our customers that we need important information about them. These text messages and emails DO NOT contain links that you should click. In the message, we merely let you know that we need some information and that we have sent a message to your Danske Mobile Banking app (or to your Danske eBanking).

    We include a telephone number that you can call if you have any questions: 70 11 80 40.

    Have you had a phone call from 45 13 02 00?
    We are also calling a large number of our customers to ask for the information we need. The calling number will typically be 45 13 02 00. 

    If you are in any doubt about a telephone number, you can always find our number on the internet.

    When we call our customers, we have a clear policy that we do not ask for a CPR number. However, if you call us – for example after we have left a message on your phone – we may ask you to provide your CPR number so that we can be certain of your identity. 

    Messages in Danske Mobile Banking and Danske eBanking
    If you have received a message in Danske Mobile Banking or Danske eBanking, you can safely click any links included in the message. 
  • How do you send us a copy of your proof of identity?
    You should only send/upload a copy of your proof of identity if we have contacted you and asked you to do so. 

    When we contact you, we will tell you how to send us a copy of your proof of identity.

    If you have Danske Mobile Banking and/or Danske eBanking, we will typically contact you through one of these services.

    If you have received a letter or phone call from us asking you to provide proof of identity, we will typically ask you to upload a digital copy via our website, which has a secure connection. Upload your proof of identity here

    You can also bring your proof of identity along to one of our branches and we will make a copy while you wait.

    We advise against sending personal information via regular email. 

    A selfie is not a valid form of photo ID.
  • Is it secure to upload files with your proof of identity via our website?
    Yes. You can securely upload your files via danskebank.dk/upload-id. 

    We protect the personal data of all of our customers by taking all relevant measures in accordance with applicable legislation. Our website provides a secure connection that encrypts files and saves them on our secure systems in the same way as for all other confidential information.  

    You can read more about how we process personal data in Danske Bank A/S’s privacy notice for retail customers and private individuals (Denmark). 
  • What types of proof of identity do customers living in Denmark need to upload?

    These instructions are for you if you are aged 18 or older and live in Denmark.

    If you live abroad, please go to “What types of proof of identity do customers living abroad need to upload?”

    Please note that

    • all proof of identity must be valid
    • selfies do not apply as photo ID

    What type of proof of identity do you need to upload?

    • Your passport or another proof of identity with a photo (category 1), e.g. driver's license
    • PLUS your health insurance card or another proof of identity without a photo (category 2)

    For a list of what you can use as proof of identity, please see below.

    Proof of identity with photo (category 1)

    • Passport, diplomatic passport, alien’s passport and official (service) passport issued by an EU, EEA or EFTA country, including Norway, the Faroe Islands and Greenland
    • Driver’s licence issued by an EU, EEA or EFTA country, including Norway, the Faroe Islands and Greenland
    • National identity card issued by an approved country
    • Type C, D or F residence card (front and back in colour)
    • Moped licence
    • Proof of identity card with photo (issued by a Danish citizen service centre)

    Proof of identity without photo (category 2)

    • Health insurance card
    • Name certificate
    • Birth certificate
    • Certificate of personal data
    • Your most recent annual tax statement from the Danish tax authorities
  • What types of proof of identity do customers living abroad need to upload?

    These instructions are for you if you are aged 18 or older and live abroad. 

    If you live in Denmark, please go to “What types of proof of identity do customers living in Denmark need to upload?” 

    Please note that

    • in addition to proof of identity, you must upload proof of address (see below)
    • all proof of identity must be valid
    • selfies do not apply as photo ID

    What type of proof of identity do you need to upload?

    • Your passport or another proof of identity with a photo (category 1), e.g. your driver's license
    • PLUS your health insurance card or another proof of identity without a photo (category 2)
    • PLUS documentation of your address abroad

    For a list of what you can use as proof of identity, please see below.

    What if you don’t have a passport or other valid proof of identity with a photo?
    If you don’t have a passport or other valid proof of identity with photo (category 1), you can instead upload copies of three (3) pieces of proof of identity without photo (category 2) – see the list below.

    Documentation of your address abroad

    The documentation may not date back more than six months and must be using the Latin alphabet. It is important that your full name and address are stated in the document. You can upload one of the following types of document, for example:

    • An account statement from your local bank
    • A document from a local authority in your country of residence
    • A valid rental contract
    • A home utilities bill (electricity, water, heating, gas, broadband, cable TV or insurance)
    • A national ID card issued in your country of residence

     

    Proof of identity with photo (category 1)

    • Passport, diplomatic passport, alien’s passport and official (service) passport issued by an EU, EEA or EFTA country, including Norway, the Faroe Islands and Greenland
    • Driver’s licence issued by an EU, EEA or EFTA country, including Norway, the Faroe Islands and Greenland
    • National identity card issued by an approved country
    • Type C, D or F residence card (front and back in colour)
    • Proof of identity card with photo (issued by a Danish citizen service centre)

    Proof of identity without photo (category 2)

    • Health insurance card
    • Name certificate
    • Birth certificate
    • Certificate of personal data
    • Your most recent annual tax statement from the Danish tax authorities

Do you have any questions?

We are ready to answer any questions you may have.

Please call us on

+45 70 118 040

Weekdays from 8.30am to 5pm