Since the end of May this year, a large number of Nordea customers have been asked to fill out an electronic questionnaire when they log into the Netbank. For the next few months, customers who need to update their information will be receiving requests to do this by themselves. The questionnaire is part of Nordea's process for knowing its customers and contains questions about used services, nationality, place of birth, profession, the origin of funds transferred to their accounts, etc.

The electronic questionnaire will appear after the customer has logged into the Netbank. Customers can answer the questionnaire right away or when they log into the Netbank next time. Answering the questionnaire is easy and completely secure, just like everything else you do in the Netbank.

Nordea is asking its customers this information because it is obliged by the legal acts of the Republic of Lithuania to have sufficient information about its customers' activities, financial position, banking and purpose of using its banking services. By applying the risk assessment method, we gradually renew the data of certain groups of clients. In the event the information provided is insufficient and (or) must be updated, we have to ask for it to be corrected and (or) updated. In addition, Nordea must identify and understand the customers' needs so that it can offer the best possible banking services.

Over the next months, the electronic form will be sent to Nordea customers who use Netbank and need to update their information. Customers with currently adequate and relevant data will be notified of the need to update their information two months in advance.

By answering the basic information requested by Nordea, you will be supporting us in our efforts to prevent criminal activity, thus doing your part in fulfilling the bank's corporate social responsibility objectives.

If you have any questions, please call the Nordea Information Centre +370 5 239 3444. Please be reminded that only the customers calling the Nordea Information Centre can reveal their codes from the code card or password generator. Nordea employees will never contact customers asking them to reveal confidential information, codes or passwords. Neither the bank will ever send e-mails asking for the data mentioned above, which is covered by the bank secrecy rules. In compliance with the Law on Banking of the Republic of Lithuania, information provided by the bank’s customers is held confidential and shall not be revealed to the third parties, except in cases defined in legal acts of the Republic of Lithuania.

The office hours of the Information Centre are Monday to Friday 7.00 AM–10.00 PM, Saturday to Sunday 9.00 AM–5.00 PM (local mobile call charges). To ensure the best quality of the services provided, the telephone calls are recorded.

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