Frequently Asked Questions
What is a Privacy Notice?
A privacy notice is a way for us to communicate transparently to you about our privacy practices. The U.S. Consumer Privacy Notice tells you how we collect and use information about you. Federal law requires all financial institutions, including us, to disclose their privacy practices and, depending on those practices, to allow customers to limit some of the ways the institution shares that information. This is called “opting out.”
Why do you have two privacy notices online?
Our Digital Privacy Notice describes how we collect, use, share and protect information about people who interact with us through what we call our “online services,” such as our websites, mobile applications or social media interfaces. In other words, you don’t have to be an Umpqua customer for our Digital Privacy Notice to apply to you. You simply have to be using one of our online services.
The U.S. Consumer Privacy Notice, on the other hand, applies to Umpqua customers. Federal law requires that we provide our customers with a copy of the U.S. Consumer Privacy Notice when they open an account with us. The U.S. Consumer Privacy Notice explains how we get information about our customers as well as the steps we take to protect customer information entrusted to us. It also describes how we can share your personal information with others and how you can limit that sharing. Because we value your privacy, Umpqua is very mindful about our sharing practices as illustrated in our U.S. Consumer Privacy Notice.
How do you protect my information?
We take our responsibility to protect your personal information seriously. We have set up physical, electronic, and procedural safeguards that meet federal standards for keeping your information safe from unauthorized access or use.
For example, our policies and procedures are designed to help ensure that our employees see your information only when they need it to do their work. They must enter a password to use our computer systems, and change the password regularly. In addition, our employees must use a security card to get into our buildings. We also have security cameras installed in sensitive areas.
What if I don’t want you to share my information?
You have the right to tell us not to share some of your personal information under certain circumstances. The U.S. Consumer Privacy Notice describes the ways in which you can limit how we share your personal information. You may call us at our Privacy Call Center at (833) 427-5227 and we can help you make choices about how we share your personal information. Please keep in mind, however, that you can’t limit all of our sharing of your information. We need to share your personal information to help us do things like service your accounts, respond to court orders and prevent fraud. Financial privacy laws give us the right to share information in these, and other, situations whether or not you opt out of information sharing.
What do you mean you may share my information with affiliates and “others”? And who are the “others” you’ll share my information with?
Federal law allows us to share your personal information with our affiliates and unaffiliated third parties, except under certain conditions that allow you to tell us not to share by opting out. Our affiliates include any of the financial companies listed at the end of the U.S. Consumer Privacy Notice. Sharing among the Umpqua family of companies helps us offer you the financial products and services that best suit your needs. This can also save you time and money by not having to answer the same question multiple times.
Because your privacy is important to us, at Umpqua we have decided not to share your information with unaffiliated parties like retailers, auto dealers, or membership clubs to offer you their products and services.
As the U.S. Consumer Privacy Notice explains, you can’t limit all of our sharing. Even if you opt out, we can disclose your personal information in order to, for example, process your transactions, comply with legal requests or report to credit-reporting agencies.
What does it mean to “opt out”?
When you “opt out” as explained in the U.S. Consumer Privacy Notice, you instruct us not to share certain information about you in certain ways. We only share your information in ways permitted by federal law, such as, to process your transactions, prevent fraud on your account, respond to legal requests, and to offer financial products and services to you, such as a credit card or insurance. If you prefer not to receive this type of marketing, you may opt out by calling our Privacy Call Center at (833) 427-5227. If you are a California resident, please review our Privacy Notice for California Residents for additional information concerning your privacy rights.
What choices do I have for opting out of information sharing?
Please review the U.S. Consumer Privacy Notice for a detailed explanation of your choices about the information you share.
If I told you my privacy preferences last year, do I need to tell you again this year?
No. The privacy preferences you tell us don’t expire. If you opted out of certain kinds of information sharing, we won’t share that information unless you tell us you’ve changed your mind. You’ll need to tell us your opt-out preferences again, though, if you change your name or make other significant changes to your identification information.
How do Umpqua and I benefit when you share my information among your affiliates?
We may be able to give you better customer service, convenient access to our services, and a wider range of products if we can share your information among our affiliates (companies we own or control). The better we know you, the easier it is to offer you financial products and services (such as loans, deposit accounts, investments, credit cards, or insurance) that fit your lifestyle. We may also be able to give you consolidated statements and offer better product prices based on your overall relationship across our affiliates. We will only share your personal information with our affiliates for marketing purposes with your permission.
We may also share your information to verify your identity and help protect you from identity theft or fraud.
What are “Umpqua affiliates”?
Umpqua affiliates are a network of firms owned by Umpqua Holdings Corporation. They include Umpqua Bank and Financial Pacific Leasing, Inc. These affiliated companies offer financial products and services such as loans, deposit accounts, insurance, and equipment leasing.
Does the U.S. Consumer Privacy Notice apply when I’m doing business online?
Yes, if you’re our customer, the U.S. Consumer Privacy Notice governs all of our interactions with your personal information. For that reason, our websites include links to the U.S. Consumer Privacy Notice, which explains how we protect your information when you bank with us. You’ll also be subject to our Digital Privacy Notice.
If you aren’t our customer, the U.S. Consumer Privacy Notice doesn’t apply to you. You're still subject to our Digital Privacy Notice, which explains how we may collect, share, use, and protect information from anyone who visits an Umpqua online service.
What is a “cookie”?
What is online behavioral advertising?
As we explain in our Digital Privacy Notice, online behavioral advertising (also known as “OBA” or “interest-based advertising”) is the practice of using tracking technologies to collect information about a website visitor’s browsing activities across that site and other, non-affiliated websites over time in order to deliver relevant advertisements based on the visitor’s browsing history. We set cookies on your device to gather information about the Web pages you visit, the search terms you enter and the way you move through our online services, as well as demographic and location information, among other things. Certain companies we work with may set cookies and use related tracking technologies throughout our online services or in our communications to support these OBA efforts.
Why do you need information about my other online activities to deliver content and advertisements?
Many people use the Internet (including Umpqua’s online services) to learn more about the products and services that interest them. Whether you’re browsing the home equity line of credit section on umpquabank.com or visiting a third-party website to find out about current mortgage rates, your online activities can help us identify and deliver content and advertisements that match your interests (in this example, a mortgage). We don’t always perfectly predict your needs based on your other online activities, but this information can help us give you a more personalized experience and point you to the right products and services faster.
I’m uncomfortable with Umpqua using third-party information to deliver tailored advertisements to me. What should I do?
We recognize that not everyone is comfortable getting content and ads that are tailored to them based on their other online activities. If that is the case for you, just let us know by contacting our Privacy Call Center at (833) 427-5227 and we’ll respect your choice.
How do I opt out of promotional emails you send me?
Our email offers include instructions for telling us you don’t want to get any more of our promotional emails. These instructions are usually at the bottom of the email offer.
If you get emails from an outside company on our behalf, you’ll need to either follow the unsubscribe instructions in the emails to stop the offers or contact that company directly. Before you give any company your personal information, we encourage you to read the privacy and security policies, as well as the terms and conditions, of the websites you visit to see how they apply to you.