Why are we asking you questions?

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 are known as the Know Your Customer regulations, which require that we must be able to document who our customers are and understand how they are using our products and services. 


We understand that it can feel like an inconvenience when we ask you to help us update the information we have about you. But just as the security checks at an airport ensure that all travellers can enjoy a safe flight, our regular updating of your information and compliance with the Know Your Customer regulations are both necessary and in the best interests of us all.


Remember to answer the questions in Mobile Banking

Have you received our message regarding the updating of important information in Mobile Banking? If so, go to Mobile Banking to reply. Just tap the Answer questions button in the message.

 

What specifically does this mean for you?

If we do not already have the following information about you, we will contact you.

  • We need to know which country’s citizenship you hold.
  • We need to know if you are a politically exposed person (PEP) (ambassador, judge, minister or other prominent public function) – or whether you are related to such a person.
  • We need to know the country or countries in which you are liable to pay tax, including whether you are liable to pay tax in the United States.
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We also need to know how you use our products and services.

We need to ensure that the information we have about our customers is always up to date. Consequently, we may contact you to ask you to help us update the information we have about you. The following are examples of questions we may ask:

  • Which of our products and services do you expect to use?
  • What are your expectations regarding payments made to and from your account?
  • Do you plan, for example, on making cash deposits to your account or transferring money to other countries?

 



 

What will we use the information about you for?

When we know you – and all of our other customers – we are better able to:

  • Protect you from the fraudulent activities of others, e.g. when you shop online.
  • Spot criminals who exhibit behaviour that stands out from the norm.
  • Combat money laundering, the financing of terrorism and other financial crime.
  • Assist Danish and foreign tax authorities.
 

 

 

Who is required to answer questions?

All of our customers – both new and existing – are required answer questions. Some customers are merely required to update existing information, whereas others will be requested to provide information for the first time.

We will contact you via Danske Mobile Banking, Danske eBanking, by telephone or by letter. If you call us, make a transaction at a desk in one of our branches or come to a meeting with us, we can also talk about the information there. If we telephone you, the calling number will most likely be 45 13 02 00.

Q&A

  • Why do you need to answer questions?

    At Danske Bank, we focus on protecting you against fraud and identity theft, and we take a targeted approach to combating money laundering, the financing of terrorism and other financial crime.

    When we know every single one of our customers and understand how they are using our products and services, we are able to protect 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 already know that you are a Danish citizen who lives in Denmark and who rarely or never transfers money to accounts abroad, we are able to contact you to find out whether the transfer of money is legitimate.

    As always, all information about you will be dealt with in the strictest confidence. 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, Danske Mobile Banking, payment cards, accounts, e-Boks or similar.


  • What do we ask about,  and what do we use it for ?

    1. We will ask you which country’s citizenship you hold. 
    Among other things, we use this information to evaluate whether making transfers to outside Denmark is a typical action for you.

    2. We will ask if you are a politically exposed person (PEP) or are closely related to such a person.

    A politically exposed person (PEP) holds a prominent public function, e.g. ambassador, judge or minister.

    We will ask you because we are required by the Danish anti-money laundering legislation to be extra vigilant of our customer relationships with politically exposed persons (PEPs) and their families and business partners.

    3. We will ask where you are liable to pay tax.
    It is a legal requirement that we as a bank identify all customers who are tax residents of a country other than Denmark.

    4. We may contact you at a later date to ask you to help us update the information about the Danske Bank products and services you have.

    We are legally required to know who our customers are and to understand how they use our products and services, which is why we need to regularly update this information. This requirement is stipulated by section 11 and 30 of the Danish Anti-Money Laundering Act. 

    In addition, we will naturally use the information we have about you to provide you with even better service and advice about your financial affairs.  

    As always, all information about you will be dealt with in the strictest confidence. 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, Danske Mobile Banking, payment cards, accounts, e-Boks or similar.

  • Do we have a legal right to ask you questions?

    Yes, we have both the right and a legal obligation to ask you the questions 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 the following: 

    • The Danish Executive Order on Good Business Practice for Financial Undertakings
    • The Danish Anti-Money Laundering Act
    • FATCA and CRS, which are international laws ratified by Denmark and the EU about the identification of bank customers’ lax liability

    The Danish Financial Services Authority (FSA) acts as the supervisory authority, i.e. ensures that Danske Bank and all other banks adhere to the rules. 

    It is a matter for each individual bank to evaluate which questions/information they deem necessary to enable them to meet the intended requirements of the different laws.

  • Why do we need to ask whether you are  (or have a close relation to) a politically exposed person (PEP)?

    As a bank, we have a major responsibility to ensure that we know our customers and to ensure that the bank is not used for purposes that are in contravention of legislation. All banks in Denmark are subject to Danish anti-money laundering legislation, and we are therefore under obligation to know our customers and understand how they use our products and services. 

    For some customers, we require only a minimal amount of information and the necessary proof of identity documents, but for other customers we are required to ask for more information. 

    Among other things, banks have a particular obligation in relation to customers who hold prominent public functions as well as their families and business associates. In anti-money laundering legislation, such individuals are known as politically exposed persons (PEPs) due to their position and influence in society; because of this, banks are under an obligation to carry out extra-thorough reviews of such customer relationships. 

    Please also see the Danish FSA’s guidelines on the rules covering politically exposed persons (PEPs)

    It is a matter for each individual bank to evaluate which questions/information they deem necessary to enable them to meet the intended requirements of the different laws.
  • By asking all of these questions, are we putting our customers under suspicion?

    No. At Danske Bank we trust our customers, and we are in no way trying to cast our customers in a suspicious light. 

    We understand that it can feel like an inconvenience when we ask you to help us update the information we have about you. But just as the security checks at an airport ensure that all travellers can enjoy a safe flight, our regular controls and our compliance with anti-money laundering legislation and the Know Your Customer regulations are both necessary and in the best interests of us all.

  • How will we contact you?

    There are different ways that you may be contacted, including by way of a message in your Danske eBanking or Danske Mobile Banking, a letter sent to your e-Boks/home address, 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, Danske Mobile Banking, payment cards, accounts, e-Boks or similar.

  • Are we contacting all of our customers ?

    All of our customers are required to provide us with proof of identity and answer our questions – irrespective of how long they have been customers with us. 

    We will be contacting our customers at different times, and the questions we ask will differ from customer to customer.

    You may experience that we contact you more than once if we require you to elaborate on the answers you have provided.

    If we do not ask you to send us a copy of your proof of identity, this is because we already have it.

  • Why are you being contacted when you have been a customer with us for several 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 help us update the information we have about you. 

    We understand that this may be an inconvenience. But just as the security checks at an airport ensure that all travellers can enjoy a safe flight, our regular controls and our compliance with the Know Your Customer regulations are both necessary and in the best interests of us all.

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