Social media community guidelines

Our social media accounts (Facebook, X (formerly Twitter), and LinkedIn) are a communal space for customers and potential customers to ask general questions and tell us what they think about our services.

Our social media team are on deck to help with queries on Monday to Friday from 9am – 5pm, not including bank holidays.

Guidelines for how to use our social media accounts:

If you want to comment, post, tag, mention or send messages on our accounts, please keep the following advice in mind:

• For your own security, please don’t share personal or financial information on any public-facing forum like Facebook, X (formerly Twitter) or LinkedIn. This includes your contact details, birthday, account details, driver’s licence, personal situation or reference number. If we see any posts of this nature, we will hide it as soon as we see it and let you know why we’ve done this.
• Private Messages/Messenger or Direct Messages can’t be viewed by the general public looking at our page, but they are seen by our social media team looking after your queries. To keep your account safe, never share personal details like usernames, passwords, account numbers, policy numbers, customer IDs, one time passcodes or verification codes with anyone through any social media channels, public or private.
• When sending us a Private Message or Direct Message, for security please only provide your account name, postcode and a summary of your question, and we will investigate your enquiry further. Do not share these details publicly.
• If we call you to discuss your enquiry, we’ll ask you to confirm your identity to make sure we’re speaking to the right person. We won’t ever request login details, one time passcodes or verification codes over the phone.

Social media behaviour – do’s and don’ts:

Although we love a good discussion, we also want our social media platforms to be a safe, inclusive and respectful environment for everyone. That's why we’ve put together some ground rules for accepted behaviour here. Feel free to contact us for the following:

• Asking for help with general queries about Zempler Bank accounts.
• Telling us what you think about our products or services.
• Letting us know when something's wrong so our team can help resolve it for you.

But remember, only post information you're comfortable with everyone being able to see.

When making comments on our social media channels, please:

• Be fair and respectful to others’ views and opinions.
• Think before you type and be considerate.
• Avoid swearing or using offensive language.
• Don’t post anything that could be considered defamatory or embarrassing, or damaging to someone’s reputation.
• Don’t post in a nature that could be considered spamming, harassing or trolling behaviour.

When using social media, it goes without saying but never do the following:

• Don’t use our social media accounts in a manner that might breach any laws and regulations, including competition law.
• Don’t post links to sites containing viruses or anything that might damage a person’s computer or trick them into sharing personal data.
• Don’t try to access the administrator features or functions of our social media accounts without permission.

We’re open to all types of feedback, both positive and negative, but sometimes we do have to moderate content on our social media channels and in the comments sections of our pages. We reserve the right to remove any posted content at our discretion. This covers contributions that are:

• Inaccurate, misleading or a misrepresentation.
• Giving out financial advice.
• Over-sharing, or a breach of your or someone else’s confidentiality, security or privacy, including that of the Zempler Bank or our staff.
• Offensive, violent, attacking, abusive, derogatory or vilifying of others, including  Zempler Bank or our staff.
• Subject to legal, regulatory or ombudsman proceedings.
• Repeated statements, attempts to flood the page, or otherwise disrupt other visitors’ access to our support.
• Off-topic or unrelated to the conduct of our business or our customers’ queries.
• Otherwise not in the spirit of these guidelines, or causing undue concern or discomfort to our visitors.

Zempler Bank on social media – how we run our accounts:

Our social media accounts are managed by members of the Zempler Bank team. We try our best to moderate what others post, according to guidelines set above, and we will remove posts which break our house rules. We may also block users who break these rules multiple times.

Unless we say otherwise, the information we post on our social media accounts is only intended for residents of the United Kingdom.

It pays to be aware that you must follow the social media platform's (e.g.  Facebook, X formerly Twitter or LinkedIn) own rules and terms. Not following these rules could result in the platform hiding your post or taking further other action, which is outside of our control.

Views and opinions:

Any comments and messages shared by others on our social media accounts belong to the views and opinions of the person posting and are not the views of Zempler Bank.

Your Privacy

We're dedicated to protecting any details we collect about you from interactions on our social media channels. This means that we may record and keep information about how you use our social media accounts, such frequency of posts to our social media channels and the comments you make. For further information about how we protect your data, please visit our Privacy Policy.