What information we collect.
When you apply for, or enquire, about debt advice we will collect information about you, such as your identity, address, employment status as well as other financial information. How we collect it will depend on how you communicate with us, mostly controlled by options you choose such as online, telephone, post or email.
In some situations, we may collect sensitive information about you related to your health to ensure that we offer you solutions that are suitable for your circumstances, or that we take a change in your health into account when we give advice.
If you apply, or enquire online you will be subject to some automated decision-making based on criteria such as your age, residential status and debt levels.
We will also collect information about you from outside sources such as credit reference agencies. We will use agencies to confirm your identity, including searching the electoral roll and retaining the results. Information you give over the telephone is retained in recorded calls.
How we collect and use this information.
Information is collected with a view to offering you advice whilst satisfying regulatory requirements. We are required to confirm your identity and help to prevent fraud and money laundering. Recorded calls are retained to evidence that you were given appropriate advice, monitor quality and for use in training.
The first part of processing your information will be by our advice team who will assess the information you have provided. We will either offer you a solution or tell you why we can’t. If you take our advice, we will process your information to manage your case.
Your information is stored electronically within our servers and case management systems. Some of your information is segregated to reduce risk, access is controlled, and our systems are backed up regularly to ensure integrity.
We do not market our customers you will only be contacted with regard to your debt advice enquiry. We will only pass your data to a debt solution provider if you choose to proceed with our advice. If you do not proceed your data will be deleted in accordance with our Record Keeping Policy.
Who might we share your information with?
If we are unable to satisfy your enquiry, we do not share your data with any other company. We only share your information with other companies such as other debt solution providers if you choose to proceed and we will always discuss this with you before we do it.
We also access your information with credit reference agencies. Firstly, we obtain your credit report when we are processing your application. Information provided by the credit agencies may also contain information about people you are associated with or whom live at the same address as the one you have provided. Credit reference agencies obtain data from several sources they are listed below in “ Other Agencies”. We do not share data with these agencies but your creditors do and will supply information to them. On accessing your credit report we may see this data in order to satisfy your debt advice enquiry.
There are other outside agencies that collect information for the prevention of fraud. These agencies are listed at the end of this notice.
We are also required to share your information with our regulators or any government agency if they make the appropriate request or if we are required to do so by law.
How long do we keep hold of your information for?
How long we keep your information for depends on the basis on which it was provided. Generally, however, we will keep the information that is necessary to enable us to provide you with a service that you have requested for as long as it takes us to provide that service.
We will generally keep records of any transactions you enter into for a minimum of three months. This is so that we can respond to any complaints or disputes that arise in that period. Otherwise we will only keep the information where appropriate for legitimate business needs.
We will keep other information about you if it is necessary for us to do so to comply with the law, regulations, or where appropriate for legitimate business needs. We do not retain your data for marketing purposes.
If you wish to find out how long your information is held for with the third parties we have listed their contact details are provided at the end of this notice.
How can I access the information you hold about me?
You can see what information we hold about you by asking us for a copy at any time. We will also tell you where the information was obtained from. We do not charge for this service.
If you wish to see the information contained on a credit reference agency file you can do so by writing to the relevant agency. If your credit reference file contains information about other people with whom you have no financial connection or if it contains information, which is incorrect, you can ask for the entry to be corrected, removed, or have a note put on the file explaining why you think the information is wrong. The agency will not remove correct information.
The Information Commissioner provides a useful leaflet, which explains how to request changes to your credit reference file. The easy to read leaflet includes examples of letters and details of various actions you may take to amend a file.
Information is available at www.dataprotection.gov.uk
What are your rights?
Please contact us if you have any reason to believe the data we hold on you is inaccurate. You may review, correct, update or change your personal information at any time by contacting us as set out at the end of this Privacy Notice
Should you wish to obtain a copy of the personal data we hold on you please contact us at the address shown below. As soon as we are satisfied as to your identity we will send you within the legislated time, a copy of all the data we hold concerning you. If we have deleted the data we will tell you.
Should you wish to obtain a copy of the personal data other agencies hold about you please write to:
Consumer Services Team,
PO Box 491,
Consumer Help Service,
PO Box 8000,
Credit File Advice Service,
PO Box 1140,
Credit reference agencies keep a wide range of information. This includes information from the electoral roll (sometimes known as the voter’s roll) and records of most county court judgements and bankruptcies. They also retain information relating to previous and existing credit and a record of searches made against the file. Creditors share information through the agencies providing a history of how punctually your payments are being made or have been made. Credit information is usually held on file for 6 years once settled. Details of the electoral roll may be held for much longer. Information about credit searches is kept for 12 months.
Reports from CIFAS relating to fraud and fraud avoidance are also available to most lenders – these contain information indicating where a lender has notified fraud, or attempted fraud. The information might not directly relate to you, it might relate to someone who has tried to impersonate you. Data available to members of CIFAS may also be used to help make decisions on motor, household, credit, life and other insurance proposals for you and members of your household. CIFAS information is intended to warn lenders and act as a protection for innocent customers.
CML Repossession Register
The Council of Mortgage Lenders, Repossession Register is available through the main credit reference agencies. If you have had a property repossessed or have given it up voluntarily this will show on the register.
A file may also show a “gone away” marker indicating that a member of the “Gone Away Information Network” has reported that they cannot trace a customer who is in arrears with payments. Alternatively, the marker may indicate a new address which the “gone away” has been traced to.
Files in this register contain detailed information on applications made and loans given. It is aimed at tracing fraudsters who use different combinations of information to obtain credit dishonestly. It checks, and counter checks information given on application forms.
If we use any of the above agencies they will be able to confirm their contact addresses.
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Strictly necessary cookies
These are cookies that are required for the operation of our website. They may include, for example, cookies that enable you to log into secure areas of our website.
These are cookies that allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.
These are used to recognise you when you return to our website. This enables us to personalise our content for you and remember your preferences.
You can find more information about the individual cookies we use and the purposes for which we use them in the details below:
The cookies used on this website are Google Analytics (used to generate statistics about visitors) & Add This (Used for social media sharing)
For more information about managing cookies, please see http://www.aboutcookies.org/
Changes to this Notice
How to Contact us
Tel: 0161 765 3380