In this research, we examine the gap between non-expert customers and their inability to comprehend or engage with privacy tools that include, policies, securities, and responsibilities of customers in digital banking services. The study, which involves an analysis of privacy and security statements of the UK (UNITED KINGDOM)’s major banking institutions, including HSBC, Barclays, Lloyds, and NatWest, with non-expert users, show that users have limited understanding of some of the most crucial policies such as data retention policies, PIN, and other legal phrases such as ‘grossly negligent’ and ‘reasonable care’. Based on the findings of this paper, the following suggestions have been provided in a bid to facilitate easier changes to the current policies, and improve user understanding of the policies through creative educative campaigns as well as proper user interface designs. Therefore, this research which seeks to investigate the aforementioned challenges will go ahead add to the pool of knowledge on how to come up with better methods of enabling users to protect their information, thereby leading to better protection of data by all users, especially those who are most vulnerable.