Consumer Reclaim Ltd Privacy Policy

Introduction

Consumer Reclaim takes all clients privacy very seriously. This information is to let you know how we utilise your data whether you’re a client, visitor to our website, make an enquiry with us or are part of our marketing data list.

Please read the following information as it will explain who we are, how/why we collect personal data, the rights you have with regards to your personal data and how to contact us or any governing body or supervisory authority should you have a complaint.

We are regulated under the General Data Protection Regular (GDPR) and are therefore responsible as a ‘data controller’ of your personal data for the purposes of GDPR. How we use your personal data is subject to your instruction, the Data Protection Act 2018, the GDPR and relevant UK and EU legislation and our professional duty of confidentiality.

Who we are

Consumer Reclaim Ltd is a claims management company registered in England (Registration: 07223077). We currently have temporary authorisation from the Financial Conduct Authority (https://www.fca.org.uk/), our reference number: 835212.

Consumer Reclaim Ltd are registered Data Controllers with the Information Commissioner’s Office. Our registration number is: ZA176000

Our Registered Address is: –

207 Knutsford Road

Grappenhall

Warrington

WA4 2QL

 

Personal data we collect about you

Below we have listed the information we will, or may, collect during our time liaising with you and/or acting on your behalf:

Personal data we will collect

  • Your name, address, telephone number and email address (if applicable)
  • Date of birth
  • Copies of photograph ID (usually passport or driving licence) and proof of address
  • Information relating to the matter you are contacting/instructing us regarding
  • Financial details relating to the matter you are contacting/instructing us regarding
  • Information about your use of our IT, communication and other monitoring information

 

Personal data we may collect depending on whether you instruct us and what you instruct us for

  • Your bank details (for payments)
  • Your energy usage and copies of energy/FIT bills/statements
  • Your medical records (only in extenuating circumstances)

The above personal data is only required to enable us to provide the services we offer. If you do not provide us with the data we request, it may hinder or prevent us from being able to assist you.

 

How your personal data is collected

We collect the majority of the aforementioned information from you directly via telephone, email or return post. However, we pay also collect information by:

  • Contacting a third party directly, with your consent (e.g. energy provider, finance provider, etc.)
  • Via our website, as we use cookies on our website. You can view our cookies policy here.
  • Through our IT systems. For example, our case management, document management and email/text messaging systems.

 

How and why we collect, store and share personal information

To comply with data protecting law, we may only utilise your personal information if we have just cause for doing so, namely:

  • To comply with legal and regulatory obligations
  • Ensuring we perform under the agreed contract we hold with you, or at your request prior to your entering into a contract with us
  • To invoice and obtain payment for services provided
  • To monitor and audit the usage of our website
  • Supporting our business development including our services, specific news relating to the services we provide and to provide you with our company news and updates
  • Responding to any complaints
  • Monitoring staff; including assessments, administration and disciplinary matters
  • For our legitimate interests or those of a third party
  • Or where you have given consent

Legitimate interests refers to instances where we have a commercial or business reason to utilise your information, provided that this is not overridden by your own rights and interests.

We also record our telephone calls which will be stored for training, monitoring and regulatory purposes.

 

What we use your personal information for

  • To provide claims management services to you. This is for the performance of the contract we hold with you or to carry out any requests prior to entering into a contract.
  • Checking the identity of our clients and other processes to ensure we comply with professional, legal and regulatory requirements that apply to our business.
  • Providing information required by or in relation to audits and investigations by regulatory bodies to ensure we comply with our legal and regulatory requirements.
  • Ensuring our own business policies are followed to ensure we are adhering to our own interval procedures to ensure we provide the best service possible
  • Operational reasons, such as training and quality control to ensure we provide the best service possible
  • Ensuring the confidentiality of commercially sensitive information, for our legitimate interests to protest our intellectual property and commercially viable information.
  • Statistical analysis to inform how we manage our business relating to our client base, work type or other efficiency measures. This is to ensure we can provide the best service possible.
  • Ensuring we do not have any unauthorised access or modifications to systems to prevent any criminal activity that may be damaging for us and you and to ensure we comply with our regulatory obligations.
  • Updating and adding to client records to ensure we perform in line with our contract with you and to comply with the appropriate regulatory obligations and to ensure we can keep you updated regarding our existing and new services.
  • To record information in relation the use of our services, including our website to improve our service (including our website).
  • Statutory returns to comply with regulatory requirements.
  • Ensuring safe working practices, staff administration and assessments, to ensure we comply with regulatory obligations and to ensure we are subscribing to our internal procedures and working as efficiently as possible to ensure a high level of service.
  • Marketing our services to existing and former clients, third parties who have expressed an interest and third parties with no prior interaction. This is for our (or a third party) to promote our business to existing and former clients.
  • External audits and quality checks to allow for the auditing of our accounts and other regulatory bodies to ensure we are operating as expected and to the highest standards.
  • To perform HR administration tasks including assessing suitability, eligibility and fitness to work to ensure we comply with our regulatory obligations.

 

Your Rights

You have the right to be informed. Thus, our Privacy Notice, in addition to our Cookie Policy, fulfils our responsibility to inform you how we use your information as a result of your use of this website.

You have the right to access and request a copy of any personal data or information we retain about you. This is titled a ‘Subject Access Request’. If requested, we will send you a copy of the information within one month at no cost to you (except in exceptional circumstances which we would be discussed at point of request).

To request you Subject Access Request, please write to us:

Office Manager

Consumer Reclaim Ltd

2nd Floor, Station House

Stamford New Road

Altrincham

Cheshire

WA14 1EP

Email: info@consumer-reclaim.co.uk

 

Incorrect information

If you are aware that any of the information we hold about you is incorrect you can update us via:

Phone: 0161 348 7670

Post:      Consumer Reclaim Ltd,

2nd Floor, Station House

Stamford New Road

Altrincham

Cheshire

WA14 1EP

Email: info@consumer-reclaim.co.uk

 

Your right for the removal of your information

 In select situations, you can request the removal of all personal information that we hold. Where it appropriate that we comply, your request will be completed within 30 days.

For further information, or to discuss this with our office manager please contact:

Post:      Office Manager

Consumer Reclaim Ltd

2nd Floor, Station House

Stamford New Road

Altrincham

Cheshire

WA14 1EP

Email: info@consumer-reclaim.co.uk

 

Your right to restrict processing

 If you wish to restrict the use of your data because:

  • It is inaccurate but will take time to be rectified/validated
  • You believe the way we process our data is unlawful but do not want your data removed
  • You want us to retain your data to allow a legal claim to be exercised or defended
  • You want to object to us processing your data, but we are still investigating whether this is applicable

Please contact us:

Post:      Office Manager

Consumer Reclaim Ltd

2nd Floor, Station House

Stamford New Road

Altrincham

Cheshire

WA14 1EP

Email: info@consumer-reclaim.co.uk

 

Your right to data portability

 This refers to your right to receive the information you provided to and/or transmit that data to a third party. Where applicable we will comply within one month.

Post:      Office Manager

Consumer Reclaim Ltd

2nd Floor, Station House

Stamford New Road

Altrincham

Cheshire

WA14 1EP

Email: info@consumer-reclaim.co.uk

 

Your right to object

You have the right to object at any time to your personal data/information being utilised for direct marketing and in certain situations to us processing your personal information (even when carried out for legitimate interests)

 

Information we require when you contact us

If you would like to instigate any of the above rights, please ensure you provide us with enough information to identify you including your full name, address, reference number and date of birth. We will also require proof of your identity including a copy of photo ID and a recently dated bill or statement. You must also clearly state which right you would like to exercise and the information to which your request relates to.

 

Who we share your personal information with

 We sometimes share personal information with select third parties to ensure we can deliver our services to our clients. These include:

  • Financial Ombudsman Service
  • Lenders and credit card providers
  • Solicitors
  • ICT providers
  • Energy/FIT providers
  • Insolvency practitioners (if applicable)

We only allow the service providers we utilise to handle your personal information if we are satisfied that they are also taking the appropriate measures to ensure your personal information is protected. We also always ensure that we include the usage of client’s personal information as contractual obligations for all external providers we utilise, to ensure they can only view your data when providing services to you and us.

We may also share personal information with external auditors for the purpose of the audit of our accounts.

We may also, if required, disclose and provide information to law enforcement agencies and regulatory bodies to ensure we comply with our legal and regulatory obligations.

We may also need to disclose some personal information with external parties, such as potential buyers of some, or all, of our business; if this situation arises. It most cases data would be anonymised; however, this may not always be possible. Any recipient of such information would be bound by confidentiality obligations.

 

Where your information is held

 Your information may be held at our office, and those of the third-party service providers we utilise (see ‘Who we share your information with’ section above).

 

How long do we retain information for

 We usually retain information/data for at least 6 years due to regulatory reasons.

 

Keeping your personal data secure

We adopt strategies to prevent personal data from being accidentally lost or utilised or viewed in an unauthorised manner. This includes Firewalls which help to protect against unauthorised access to our IT systems. We always only provide access to your personal information to parties who have a legitimate need to know it. Anyone processing your data/information will only do so in an authorised manner.

Additionally, we also have measures in place to address any suspected data breach. We will always notify you and any applicable regulator of a suspected breach where we are legally required to do so.

 

Cookies

 Our website utilizes cookies. Cookies are files placed on your computer or device to collect the usual internet log information and visitor behaviour information. The cookies allow us to differentiate you from other users of our website, which in turn helps us to provide a better experience when you use our website.

Our cookie policy

 

Complaints

 If you would like to complain about the way we handle your data, or any other complaint regarding anything mentioned in our Privacy Policy please write to us at:

Post:      Office Manager

Consumer Reclaim Ltd

2nd Floor, Station House

Stamford New Road

Altrincham

Cheshire

WA14 1EP

 

Email: info@consumer-reclaim.co.uk

If you are unhappy with how we handle or respond to your complaint, you can also complain to the Information Commissioner’s Office by contacting their helpline on 0303 123 1113.

 

Consent

 When you submit your personal information you are consenting to the use of that information in accordance with our data policy above.

 

Changes to Privacy Policy

 We review our Privacy Policy regularly. If we amend our privacy policy we will update the above information and post notices on other sections of our website, so all clients/parties are aware of how information is collected, used and stored.

This privacy policy was last updated on 13/03/2020.

 

How to contact us 

If you have any views or queries regarding our website and/or our Privacy Policy, please contact us at info@consumer-reclaim.co.uk. Alternatively you can reach us by post at:

 

Consumer Reclaim Ltd

2nd Floor, Station House

Stamford New Road

Altrincham

Cheshire

WA14 1EP

 

Links to other websites

 If you access any links which lead you to other websites, our privacy policy will no longer apply. External websites will have their own privacy policy.

 

Right not to be subject to automated individual decision-making

If you would like to object to automated decision making without any individual involvement, and to the profiling of your data, please contact:-

Post: – Data Privacy Manager, TLW Solicitors,
9 Hedley Court, Orion Business Park,
North Shields, NE29 7ST

Email: – info@consumer-reclaim.co.uk

For further information on each of those rights, including the circumstances in which they apply, please contact us or see the Guidance from the UK Information Commissioner’s Office (ICO) on individuals’ rights under the General Data Protection Regulation.

 

Where your personal information is held

Information may be held at our office,  and those of our third party agencies, service providers, representatives and agents as described above (see above: ‘Who we share your personal information with’).

Some of these third parties may be based outside the European Economic Area. For more information, including on how we safeguard your personal information when this occurs, see below: ‘Transferring your personal information out of the EEA’.

Transferring your personal information out of the EEA

To deliver services to you, it is sometimes necessary for us to share your personal information outside the European Economic Area (EEA); for example, your opponent or a party involved with your transaction may be based outside of the EEA.

These transfers are subject to special rules under European and UK data protection law.

The following countries to which we may transfer personal information have been assessed by the European Commission as providing an adequate level of protection for personal information:

Andorra, Argentina, Canada (commercial organisations), Faroe Islands, Guernsey, Israel, Isle of Man, Jersey, New Zealand, Switzerland, Uruguay and the US

Except for the countries listed above, non-EEA countries do not have the same data protection laws as the United Kingdom and EEA. We will, however, ensure the transfer complies with data protection law and all personal information will be secure.

 

Consumer Reclaim Ltd is regulated by the Financial Conduct Authority in respect of regulated claims management activities (temporary permission), reference number: 835212. Registration is recorded at: https://register.fca.org.uk. Consumer Reclaim Ltd is registered in England and Wales, Company Registration number: 07223077. Information Commissioner Office number: ZA176000. VAT number: 144 4752 12