Privacy Policy

All About Claims

Privacy Policy

We are committed to keeping the information we hold about you safe and confidential. The aim of this policy is to explain how, why and when we will use your personal information, and what we will use it for.  Throughout this policy, any reference to you or your means the customer (the data subject), and we, us or our means All About Claims Ltd  (the data controller). 

Our lawful basis to process your information

We need to collect and process information from you in order to offer you our Claims Management Service and to fulfil our contractual obligations to you. We also process your personal data on the basis that we have a legitimate interest in preventing fraud and money laundering,  and to verify identity.

How we will collect your information

We will collect information from you through telephone conversations, written correspondence, and email exchanges. We may also obtain information about you from third parties such as lead generators, fraud prevention agencies and the provider of the product which is the subject of the mis-selling claim.

Please note that calls are recorded for training and monitoring purposes.

What information we will collect

We will only collect information which we consider necessary to carry out our Claims Management Service and fulfil our regulatory obligations. The information we will collect may include (but is not restricted to)

• Basic details such as your name, date of birth, address and contact information
• Details of the background behind your potential claim and why you feel you have been the subject of mis-selling
• Documents to verify your identity such as bank statements, driving licence and/or passport

If you provide information to us about another party, you must ensure that such party has authorised you to do so and consents to our processing of that personal information.

How we will use your information

We will only use the information we hold about you for the purposes for which it has been collected.  For example, your information may be used:

• To enable us to consider whether there may be grounds to pursue a claim for mis-selling
• To verify the information which you have given to us
• To prevent and identify fraudulent activity, money laundering and other crimes
• To contact you with updates regarding your claim (including requests for further information)
• To contact you about products and services which we believe may be of interest to you, where you have told us that you are happy to receive such communications
• To collect and manage our fee(s), and to recover any debt you may owe to us
• To respond to complaints
• To respond to marketing enquiries
• To exercise our rights as set out in agreements or contracts and to comply with our regulatory obligations.
• To obey laws and regulations that apply to us

Security

We recognise how important it is to keep your information safe and secure. We use premium protection software to protect our systems against viruses, spyware and malware, and have well-established back-up arrangements to safeguard your information. All our stored data is held in the United Kingdom.

How long we will keep your information

• If you make an enquiry to us which we decline or which you decide not to pursue, we will retain your information for 12 months from the date of the decline/cancellation.

• If we provide you with Claims Management Services and your claim is ultimately successful, we will keep your information for at least 6 years after your claim was concluded.

• We will keep all call recordings (both inbound and outbound) for at least 12 months from the date of our latest communication with you, even if your claim was declined from the beginning or you decided not to pursue it

At the end of these times, and providing we have no ongoing relationship with you or any reason to keep your data for longer than is deemed necessary, we will securely destroy/delete any personal information we hold about you. Retention periods may be changed from time to time based on business or legal and regulatory requirements.

We may, on exception, keep your information for longer periods, particularly where we need to withhold destruction or disposal based on an order from the courts or an investigation by law enforcement agencies or our regulators. This is intended to make sure that we will be able to produce records as evidence if needed. 

Who we will share your information with

• The IFA, pension provider, stockbroker or other regulated party (collectively called the “Regulated Party/Parties) involved
• The Financial Ombudsman Service (‘FOS’) and/or the Financial Services Compensation Scheme (‘FSCS’).
• Fraud prevention agencies where necessary
• Any other companies you give us specific written instructions to share your data with
• Third party companies who help us document, record, assess and test our internal processes and systems, such as compliance support companies
• Third party companies who may assist us with the processing of your claim
• Our regulator, the Financial Conduct Authority
• Any other legal/regulatory bodies which we are legally obliged to provide your information to.

Your rights

You have certain rights regarding the information we hold about you, although the exercising of some of these rights may mean we are unable to offer our services to you. These are:

• The right to be informed about our processing of your personal data
• The right to have your personal data corrected if it is inaccurate and to request that incomplete personal data is completed
• The right to object to the processing of your personal data, and/or to specific types of processing such as marketing
• The right to request a restriction of the processing of your personal data
• The right to request that your personal data is erased, known as the “right to be forgotten”. (This right is not absolute and only applies in certain circumstances)
• The right to request access to your personal data and information about how we process it (you will always be asked for proof of your identity & address before we will release your data to you).

Contact

If you have any questions, wish to exercise any of your rights or make a complaint about our handling of your data, then please contact us at:  All About Claims Ltd, The Hollies, 7 Hood Lane, Armitage, Staffs  WS15 4BW  Tel: 020 3923 9251

Email: info@allaboutclaims.co.uk

If you are unhappy with our response or would like some further advice, you can call the Information Commissioners Office on

0303 123 1113 or write to them at Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.