• 3.22 How do we store your bank details

  When you choose to Pay by Bank, we use a clever little helper called RoqqettPay to send our bank details and payment instructions directly to your mobile banking app or online banking website. You then authorise payment in your mobile banking app or website, and this is verified by RoqqettPay and confirmed to us, We never see or store your banking details.Few readers

• 3.01 Why do I need to provide personal details

  We ask you for some basic personal details when registering to assist us with verifying your identity. When checking out your first order, we will securely transfer your personal details to LexisNexis, one of the UK's leading identity services providers. This not only meets statutory requirements placed on businesses that process money by the UK government but also meets our corporate social responsibilities. It prevents your identity from being hijacked by fraudsters and helps us maintainFew readers

• 3.02 Why do you need to verify my identity to place an order

  We take very seriously our responsibility to prevent money laundering by organised crime and terrorists. This not only meets statutory requirements placed on businesses which process money by the UK government, but also meets our corporate social responsibilities. It prevents your identity being hijacked by fraudsters and helps us maintain a sustainable business for our members by ensuring we are not the target of fraud.​​Some readers

• 3.03 What can I do if you are unable to verify my identity

  We provide your registration information to LexisNexis, one of the UK's leading identity services providers, who will verify your identity against the government, public and proprietary databases including Experian, Equifax, and TransUnion. These are regularly updated and a complex matrix of indicators is used to avoid false flags. If we are unable to automatically verify your identity, our Client Services team may get in touch to ask you to provide a Government-issued identity document andFew readers

• 3.07 Will an identity check affect my credit rating

  LexisNexis will check your identity against the consumer credit files held by Experian, Equifax and TransUnion and their search will leave a soft imprint. This does not count as a credit check and will not affect your credit rating.Few readers

• 3.09 How do you store my personal details

  All personal details are stored on secure servers at one of two tier 3 data centres, supplied and managed by Amazon Web Services, which is PCI-DSS compliant and has achieved the international standard ISO27001 for Information Security Management. Personal details are stored fully encrypted in our databases to ensure only highly trained and carefully selected staff, partners and suppliers can access your data, and then only the data required in order to do their jobs. Our partners and suppliers aFew readers

• 3.12 Will you keep my personal details after my account expires

  Once your account expires or is terminated, we may retain your personal details for up to 12 months as part of our fraud prevention strategy. After that we will delete your personal details from our system and anonymise your account for reporting and compliance purposes. It is possible that our support systems may retain references to personally identifiable information for up to 6 years, and such data is only available to carefully selected staff, partners and suppliers. Our partners and suppliFew readers

• 3.13 Will you keep my personal details if you cannot confirm my identity

  If your identity cannot be confirmed by our systems, we will retain your personal details for up to 12 months to assist with fraud prevention and anti-money-laundering. Personal details are stored fully encrypted in our databases to ensure only highly trained and carefully selected staff, partners and suppliers can access your data, and then only the data required in order to do their jobs. Our partners and suppliers are engaged under contract which includes agreement to adhere to the terms of tFew readers

• 3.14 Are you registered with the Data Protection Register

  Yes our technology provider, Spendology Limited, is registered with the Information Commissioner's Office with DPR registration number ZA198754. Please see https://ico.org.uk/ESDWebPages/Entry/ZA198754 for more information.Few readers

• 3.15 Will you provide my personal details to any third parties

  We do not sell or supply your personal details to third parties. Your personal details are only available to carefully selected staff, partners and suppliers. Our partners and suppliers are engaged under a contract which includes an agreement to adhere to the terms of the General Data Protection Regulations (GDPR). Currently, we may provide the following personal details to our carefully vetted partners: Your name, address, date of birth and gender to LexisNexis for identity checksFew readers

• 3.16 Are you registered with the Financial Conduct Authority (FCA)

  Our distribution centre in London is regulated by the Financial Conduct Authority as an Authorised Payments Institution and registered as a Money Service Business with HMRC. The actual provision of travel money (also known as "cash FX") is not regulated by the FCA.Few readers

• 3.17 How do you prevent money laundering

  We take our responsibilities under the Anti-Money-Laundering regulations very seriously and have adopted probably the most rigorous approach to identifying our customers of any foreign currency cash supplier in the UK - whether you spend £100 or £10,000 with us. We have also implemented industry-leading fraud prevention measures when processing card payments to ensure the proceeds of crime cannot be used to purchase foreign currency from us. We have adopted a policy which says when in doubt, doSome readers

• 3.18 How do I report suspicious activity in my account

  Fraudsters are very adept at covering their tracks when they hijack an individual's identity for the purposes of money laundering or theft. We provide email notification of all significant activity on our mobile app and website, ensuring that any changes in personal details, currency orders and delivery details are re-confirmed to the registered account-holder. If you see any activity which you cannot account for, please start a new conversation via the support badge on our website (https://traFew readers

• 3.19 Can I lock my account if I think it has been hijacked

  If you think your account has been hijacked, you can use the mobile app or website to lock your account by selecting the option from the "account" menu. This will prevent any further activity on your account until we have thoroughly investigated your account and addressed your suspicions. If you are unable to login to the app, you can email travelmoney@vjv.com from the address associated with your account to report your concerns. We will usually contact you for an identity check before acFew readers

• 3.20 What happens if my mobile device is lost or stolen

  The mobile app can be installed on multiple devices. We do not allow customers to store their passwords on the device, so unauthorised access is not possible without the password being compromised. If this happens please email travelmoney@ vjv.com (mailto:travelmoney@ vjv.com) - preferably from the same email address you used to set up your account - and we will investigate further, potentially suspending your account while we do so.​ You can use your device's biometric authentication instSome readers

• 3.21 How do I view your terms and conditions

  You can view your current terms and conditions at any time in the 'legal' page under the 'account' menu of the mobile app and website. The terms and conditions may be updated from time-to-time and you can preview the latest version in our Help Centre here. On renewal you will always be accepting the latest version of the terms and conditions for the next 12 months. Your 'package' is defined in the 'your details' page under the 'account' meSome readers

• 3.22 How do we use your marketing preferences

  When you sign up for a travel money account, we ask you to confirm your marketing preferences. You can subscribe separately to marketing communications from our group of companies and/or marketing communications from carefully selected partners. If you subscribe to marketing communications from our group of companies, we may contact you by email from time-to-time with details of special offers, and new products and services. We will not share your personal details with third parties, uFew readers