CONSUMER RECLAIM LIMITED
PRIVACY POLICY
1. Who we are
Consumer Reclaim Ltd (Company Number: 07223077), 2nd Floor, Station House, Stamford New Road, Altrincham, Cheshire, WA14 1EP.
Consumer Reclaim Ltd is authorised and regulated by the Financial Conduct Authority in respect of regulated claims management activity (FRN: 835212).
For the purposes of data protection legislation, we are the Data Controller, and we process your personal data in accordance with the UK General Data Protection Regulation (UK GDPR). We are registered with the Information Commissioner’s Office (ICO) under registration number ZA176000.
We are committed to protecting your personal data and other information you provide to us via this website. This privacy notice explains what personal information we collect, how we use it, who we may share it with, and your rights in relation to that data.
Our services are not intended for individuals under the age of 18, and we do not knowingly collect data from children. If you are under 18, please do not use this website.
2. Personal data we collect from you
2.1 Types of personal data
We may collect, use, store, and transfer different kinds of personal data about you, including:
- Identity Data – Full name, previous name(s), date of birth and signature (stored electronically).
- Contact Data – Current and previous addresses, email address and phone number(s).
- Property and Claim Data – Details relevant to your claim, including information about the underlying product, service, finance agreement, property or circumstances giving rise to the anticipated claim, together with supporting evidence and correspondence.
- Credit Report and Eligibility Data – Information returned through a soft credit search or credit report used to help identify relevant finance information and assess your eligibility to make an anticipated claim.
- Profile Data – Information about the services you engage with, your feedback, references and preferences, to help us improve our services and customer experience.
- Technical and Location Data – Information about your visits to our website, including IP address, browser type, operating system, traffic data and analytical data. Where relevant to assessing eligibility, your IP address and/or mobile phone location data may also be used to confirm that you are based within the United Kingdom.
2.2 Data collected automatically
- IP Address – We may collect your IP address for security, fraud prevention, website analytics and, where relevant, to help verify that you are based within the United Kingdom for claim eligibility purposes.
- Cookies – Our website uses cookies to improve your experience and website performance.
3. How we use your personal data
We may use your personal data to:
- Provide you with information or services that you request;
- Assess your circumstances and anticipated claim and manage your claim;
- Obtain credit report information and carry out eligibility checks in connection with your anticipated claim;
- Verify, where required, that you are based within the United Kingdom;
- Refer you to an appropriate law firm or regulated partner for claim investigation and representation (with your consent);
- Communicate updates as your claim progresses;
- Respond to your enquiries or complaints;
- Improve our website, services and customer experience;
- Comply with legal and regulatory requirements.
4. Purposes and lawful basis for processing
| Purpose | Type of Data | Lawful Basis |
|---|---|---|
| To contact you following the submission of an enquiry | Identity, Contact | Consent |
| To assess your anticipated claim and provide claim updates | Identity, Contact, Claim Data | Performance of a contract |
| To obtain credit report information through ViewThru and assess claim eligibility | Identity, Contact, Credit Report and Eligibility Data | Consent |
| To use IP address and/or mobile phone location data to confirm UK location where required for eligibility | Technical and Location Data | Consent |
| To refer your case to a panel law firm or regulated partner | Identity, Contact, Claim Data | Consent |
| To collect and share any Special Category Data with relevant third parties where applicable | Identity, Contact, Claim Data | Explicit Consent |
| To respond to data subject access requests | Identity, Contact | Legal Obligation |
| To manage internal administration and record-keeping | Identity, Contact, Technical, Profile | Legitimate Interests |
| To send satisfaction surveys or request reviews | Identity, Contact | Consent |
| To notify you about policy changes | Identity, Contact | Legal Obligation |
5. Sharing your information
We may share your personal data with trusted third parties, including:
- Law firms, regulated claims partners and associated professionals handling or assessing your claim (for example solicitors, barristers and experts);
- ViewThru, for the provision of credit report information and claim eligibility verification. ViewThru may use credit reference agencies including Equifax Limited and TransUnion in providing these services;
- Regulatory authorities such as the Financial Conduct Authority, Information Commissioner’s Office or HMRC where required by law;
- IT service providers and cloud storage providers;
- Marketing and analytics partners, only where you have consented.
For the purposes of obtaining your credit report and verifying your eligibility to claim, you consent to us sharing your Title, Name, Address, Date of Birth and previous/current address information, where applicable, with ViewThru in accordance with ViewThru’s Privacy Policy.
If you would like to understand how the credit reference agencies use and share personal data, including the legitimate interests they pursue, you can read the Credit Reference Agency Information Notice (CRAIN) provided by TransUnion and Equifax.
All third parties are required to respect your data privacy and process your information lawfully and securely.
6. ViewThru soft credit search and eligibility verification
As part of assessing an anticipated claim, a number of entities may work together to gather and consider relevant information. Where this process applies, ViewThru will carry out a ‘soft’ credit search about you with Credit Reference Agency Equifax Limited, and the results will be shared with Consumer Reclaim Ltd for the purpose of considering your anticipated claim. A soft credit search will not impact your credit score.
For the purpose of proceeding with an anticipated claim, you may be required to be based within the United Kingdom. As part of assessing your eligibility, your IP address and/or mobile phone location data may therefore be used to confirm that you are in the United Kingdom. The result of that check may be shared with Consumer Reclaim Ltd.
Where processing described in this section is based on your consent, you may withdraw that consent at any time by contacting ViewThru. Withdrawal will not affect processing carried out before consent was withdrawn.
ViewThru Privacy Policy: https://www.viewthru.co.uk/privacy
Consent acknowledgement used at the point of signature
Where the ViewThru credit-search and eligibility process applies, you will be asked at the point of signature to acknowledge that you understand the involvement of the relevant entities, consent to the soft credit search and UK-location eligibility checks described above, and confirm that you have read and agreed to ViewThru’s Privacy Policy and this Consumer Reclaim Privacy Policy. By clicking the relevant confirmation button, you give your acknowledgement and consent freely, expressly and on an informed basis.
7. Data retention
We retain personal data only as long as necessary to fulfil the purposes outlined in this notice, including satisfying legal, accounting or reporting obligations.
When determining retention periods, we consider the nature of the data, the duration of the claim process, legal requirements and our business needs.
8. Your rights
You have the following rights under data protection laws:
- Access to your personal data;
- Correction of inaccurate data;
- Erasure of your personal data (‘right to be forgotten’);
- Objection to processing;
- Restriction of processing;
- Data portability;
- Withdrawal of consent where processing is based on consent.
You can exercise these rights at any time by contacting us.
9. Security
We implement appropriate technical and organisational measures to protect your data from unauthorised access, alteration, disclosure or destruction. Access to your data is restricted to authorised staff and third parties who need it for legitimate business purposes.
10. International transfers
We do not transfer your personal data outside the UK unless required to do so for processing or to comply with legal obligations. Where such transfers occur, appropriate safeguards will be applied.
11. Marketing
We may use your data to inform you about similar services that may be of interest to you. You can opt out of receiving marketing communications at any time by contacting us or using the unsubscribe option in our communications.
12. Changes to this privacy notice
We may update this privacy notice periodically. The latest version will always be available on our website. We encourage you to check this page regularly to stay informed about how we handle your data.
13. Contact details
If you have questions about this privacy notice or how we handle your data, please contact our Data Protection Officer:
Email: info@consumer-reclaim.co.uk
Telephone: 0161 564 5205
Address: 2nd Floor, Station House, Stamford New Road, Altrincham, Cheshire, WA14 1EP
14. 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:
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.
15. Effective date
This updated Privacy Policy is effective from August 2026 and supersedes the previous version for the processing described in this notice.