Privacy Policy

Introduction and Contact Information

If you have any questions about this privacy notice or do not agree with it, please contact us at privacy@mbankuae.com or write to us at [P. O. Box 111485, Abu Dhabi, U.A.E.], before using our mobile application, website or providing us with your personal information.

Al Maryah Community Bank [Mbank] is the country’s first digital bank licensed by the central bank of the UAE in line with the country’s digital strategy and fully integrated with the government’s smart services.

Changes to the Privacy Notice

We may change this privacy notice from time to time by updating this page. You should check this page from time to time to ensure you are happy with any changes. You can also ask us for a physical copy of this notice by contacting us using the details set out above.

What Information Do We Collect?

When you use our mobile application, website or provide us with your personal information, as applicable, please bear in mind that we may record:

The areas of the mobile application that you visit;
Information about your mobile device, such as which browser you are using, your network location, the type of connection you are using (e.g., broadband, ADSL, etc.), and your IP address;
Your title, full name, and contact details, including your email address, home and mobile telephone numbers;
Your home address and correspondence address (if different);
Your date of birth and/or age, to ensure eligibility for the product;
Your nationality, residency details, and other citizenships for legal and regulatory compliance;
Your government identification number and identification documents including document type, number, country of issue, and expiry date;
Your liveness videos and photos as part of the onboarding/registration (Sign Up) or for account recovery, KYC, or personalized customer experience purposes;
Records of how you have contacted us and, if you get in touch with us online, details such as your mobile phone location data, IP address, and MAC address;
Details of your mobile wallet usage including application information, customer ID number, account number, account balance and currency, account history, security or collateral held by us, and transaction details;
Information about your beneficiaries, including their full name, contact details, and bank account information when you send money;
Security identifiers;
The type and location of your device/handset.

We do this by using cookies. Please see our Cookies Policy for more information.

As part of the onboarding process, we may take a picture of your face based on requested gestures such as “Wink with your left/right eye” or “Smile.” This picture is requested as part of the registration process where you are usually asked to scan your legal documents. Once you take a picture of your face, we compare this picture to the one found in the scanned legal documents to verify that you are the same user. This data is neither stored nor shared with any third parties.

What Do We Do with the Information We Collect?

We use this information to provide you with the mobile application and information about our products and services (whether available via the mobile application or offline). We also use the information for:

Internal record keeping;
Product and service development;
Developing our mobile application;
Answering your queries or complaints;
Market research;
Marketing our own products and services to you;
Complying with our legal obligations; and
Performing our contract with you or for taking steps prior to entering it.

On What Basis Do We Use Your Personal Information?

We use your personal information on the following basis:

With your consent, where you have indicated that you would like to receive marketing messages from us;
For the legitimate interests of Mbank, being the purposes set out in the “What Do We Do with the Information We Collect?” section above; and
To comply with certain legal and regulatory obligations of Mbank.

Handling of Non-Customer Data

We are committed to ensuring the privacy and security of personal information provided by non-customers. If you are not a customer but have provided us with your personal information, please be assured that:

The information you provide will be used exclusively for the purpose of resolving your complaint.
We will not use your information for any marketing purposes.
Your data will be handled with the same level of care and security as customer data, and we will ensure that it is processed in accordance with applicable data protection laws and regulations.
We will only retain your personal information for as long as is necessary to address and resolve your complaint, after which it will be securely deleted or anonymized.

Whom Do We Share Your Information With?

We share your personal information with third parties who perform functions on our behalf and who also provide services to us, such as professional advisors, data hosting providers, IT consultants carrying out testing and development work on our business technology systems, research and mailing houses, and function coordinators. These third parties comply with similar and equally stringent undertakings of privacy and confidentiality.

We also share your personal information with our other group companies for internal reasons, primarily for business and operational purposes, which include the following:

Other payment services providers, such as when you ask us to share information about your account with them;
Other account holders or individuals when we must provide your information to them because some money paid to you by them should not be in your account;
Our legal and other professional advisers, auditors, and actuaries;
Financial institutions and trade associations;
Governmental and regulatory bodies;
Tax authorities who are overseas, for instance, if you are subject to tax in another jurisdiction, we may share your personal information directly with relevant tax authorities overseas;
Other organizations and businesses who provide services to us, such as debt recovery agencies, backup and server hosting providers, IT software and maintenance providers, document storage providers, and suppliers of other back-office functions;
Buyers and their professional representatives as part of any restructuring or sale of our business or assets;
Credit bureaus; and
Market research organizations who help us to develop and improve our products and services.

As we continue to develop our business, we may sell or purchase assets. If another entity acquires us or merges with us, your personal information will be disclosed to such an entity. Also, if any bankruptcy, insolvency, or reorganization proceeding is brought by or against us, all such information will be considered an asset of ours and as such it is possible that they will be sold or transferred to third parties.

Where required, we share your personal information with third parties: to comply with a legal obligation; when we believe in good faith that an applicable law requires it; at the request of government authorities investigating; to verify or enforce our website terms of use https://www.mwallet.ae/terms-conditions/ or other applicable policies; to detect and protect against fraud, or any technical or security vulnerabilities; to respond to an emergency; or otherwise, to protect the rights, property, safety, or security of third parties, visitors to our website, our business, or the public.

How and When Can You Withdraw Your Consent?

Much of what we do with your personal information is not based on your consent; instead, it is based on other legal grounds. For processing that is based on your consent, you have the right to withdraw that consent for future processing at any time.

You can do this by contacting us using the details above. To comply with payment services regulations, we must share some of your personal information with other payment service providers in certain circumstances, such as when you ask us to share information about your account with them. While those payment services regulations mention ‘consent’ for this, ‘consent’ in that context does not have the same meaning as ‘consent’ under data protection laws.

The legal grounds relevant to this are compliance with our legal obligations, performance of our contract with you, our legitimate interests, or a combination of these. Therefore, if you ask to withdraw consent for processing your personal information required by payment services regulations, we may still have to hold and use your personal information.

What Should You Do If Your Personal Information Changes?

If your personal information changes, you should inform us without delay so that we can update our records accordingly.

Do You Have to Provide Your Personal Information to Us?

We are unable to provide you with mobile wallet services or to process your application without your personal information. Your personal information is required before you can enter the relevant contract with us, during the life of that contract, or as required by applicable laws. If we already hold some of the personal information that we need (for instance, if you are already a customer), we may not need to collect it again when you make your application.

Do We Do Any Monitoring Involving Processing of Your Personal Information?

In this section, monitoring means listening to, recording, viewing, intercepting, or taking and keeping records of calls, emails, text messages, social media messages, in-person face-to-face meetings, and other communications. We may monitor where permitted by law and will do so where the law requires it.

Some of our monitoring is to comply with regulatory rules, self-regulatory practices, or procedures relevant to our business, to prevent or detect crime, to protect the security of our communications systems and procedures, to have a record of what we have discussed with you and actions agreed upon, to protect you and provide security (such as in relation to fraud risks on your account), and for quality control and staff training purposes. Some monitoring may check for obscene or profane content in communications.

We may conduct short-term, carefully controlled monitoring of your activities on your account(s) where necessary for our legitimate interests or to comply with our legal obligations. For instance, where we suspect fraud, money laundering, or other crimes. Telephone calls and/or in-person meetings between us and you in connection with your application and/or your account(s) may be recorded to ensure we have a record of what has been discussed and your instructions. We may also record these calls for quality control and staff training purposes.

Security

We are committed to ensuring that your information is secure. To prevent unauthorized access or disclosure, we have implemented suitable physical, electronic, and managerial procedures to safeguard and secure the information we collect, including locked cabinets and electronic password protection.

If you suspect or become aware of a security incident (e.g., you receive a suspicious communication from someone claiming to be a Mbank employee or from an unauthorized website claiming to be affiliated with our bank), please report the incident immediately by calling our 24/7 hotline number at 600 57 1111. or in writing to Mbank at P. O. Box 111485, Abu Dhabi, U.A.E., addressed to Complaints, as soon as possible.

How Long Will We Keep Your Personal Information?

We will always keep your personal information for the period required by law. We will also retain your personal information where necessary in connection with legal action or an investigation involving Mbank. Otherwise, we will keep your personal information only for the period necessary to fulfil the purposes outlined above, and in any event, for no more than five years thereafter.

Linking to Other Websites

Our website or marketing email messages may include links to other websites that are not within our control. Once you leave our website or marketing email, we cannot be held responsible for the content of other websites or the protection and privacy of any information you provide to those websites. You should exercise caution and review the privacy statement applicable to the website in question.

Data Anonymization and Use of Aggregated Information

Your personal information may be converted into statistical or aggregated data that cannot be used to identify you. This data may then be used to produce statistical research and reports. Aggregated data may be shared and used in all the ways described in this privacy notice.

Data Subject Rights in UAE

Under UAE Data Protection law, you have certain rights regarding your personal data. These include:

The right to access the personal information we hold about you;
The right to request the correction of inaccurate personal information;
The right to request the deletion of your personal information in certain circumstances;
The right to object to the processing of your personal information;
The right to request the restriction of processing your personal information;
The right to data portability, allowing you to obtain and reuse your personal information for your own purposes across different services;
The right to withdraw your consent at any time where we rely on your consent to process your personal information.

If you wish to exercise any of these rights, please contact us at privacy@mbankuae.com.

Contact Us

If you have any questions about the processing of your personal information or need additional information, please contact us at privacy@mbankuae.com.

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