By email to firstname.lastname@example.org
By phone on 0800 849 5078
By post to - The Data Controller, DRSP Limited, 6th Floor, Fountain House, 83 Fountain Street, Manchester, M2 2EE
DRSP Limited is a controller and processor of data registered with the Information Commissioner with registration number Z2916319. Security precautions are in place to protect the loss, misuse or alteration of your information
What data do we collect?
We collect, use, store and transfer different kinds of personal data about with regard to the services we provide.
- Identification data such as your first and last name, maiden name, marital status, title, date of birth and gender
- Contact data such as your current and previous addresses, email address and telephone numbers
- Financial Data such as investment and pension details and account history for the purposes of investigation your potential mis selling claim
- Claims related data such as information provided by yourself for the purposes of investigating your potential mis selling claim
- Transaction data such as details of products and services you have engaged us for
- Technical data includes internet protocol (IP) addresses, browser type and version, time zones setting and location and other technology and devices you use to access our website
- Usage data such as information about you use our website, products and services
- Marketing and communications data includes your preferences in receiving marketing/communications from us and our 3rd parties and your communication preferences
How do we collect your data?
We use different methods to collect data from and about you, including:
Direct Interactions: You may provide us with your personal data and product/policy information by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you engage our products and services, request marketing to be sent to you or to provide some feedback on our services.
Automated Technologies or Interactions: You may provide us with your personal data when you interact with our website, we may automatically collect technical data about your equipment, browsing actions or patterns. We collect this personal data by using cookies and similar technologies. Please see our Cookies Policy for more information.
Third Parties: We may receive personal data about you from various third parties, which may be obtained from technical data under analytics providers such as Google and identity and contact information from data brokers by which you have provided your consent to receiving your personal data for the purpose of contacting you about our services.
Using your Personal Data
Personal data submitted on this website is used to:
- answer your enquiry
- make contact with you
- administer the website
- improve your browsing experience by personalising the website
Some of our online services enable us
- Send statements and invoices to you, and collect payments from you
- Deal with secondary enquiries and complaints made by or about you relating to the website
- Send you marketing information on additional products and services we feel may be of interest to you, if you have opted into further contact consent, by the methods you requested
In respect of our legitimate interests, we have a real interest in keeping you updated about any further services offered by us which may be of interest to you both during and after the conclusion of your contract with us, including communication of any developments that may have an impact on your original service (e.g. a change in rules or processes which may enable us to help you with a claim where previously we could not). We will use the details you have provided to contact you including by telephone and post. If you do not wish for us to contact you in this manner, or by a specific method, you will be able to unsubscribe at any time to one or all contact methods.
Furthermore, we may offer other services in areas of financial mis-selling. As part of this service, we can provide a direct referral to 3rd parties. We will always ask for your consent before doing so and this is entirely your choice.
We also have a legitimate interest in using your data to help us to review our services and obtain analytics in respect of our customer base.
We may also be required to use your data due to a legal requirement which is placed upon us; this includes our regulatory requirements such as financial record keeping, staff training and monitoring, in addition to complaint handling. In these circumstances, we may be required to keep your data by law.
You can control, access or restrict the use of your data. You can withdraw your consent for us to contact you at any time. However, if you have signed a contract our contractual rights will still apply in respect of any outstanding monies owed to us.
Please note, we require certain personal information to be able to complete our services. If you do not provide this, we may not be able to fulfil our contract with you. In this event, we will explain what data is required and why. If you do not wish to provide this, we have the right to terminate your contract with us in accordance with our Terms and Conditions. We will inform you should we terminate your contract with us.
Withdrawing Your Consent
You can withdraw your consent (opt-out) for us to contact you at any time. Please note however, if you have signed a contract to complete a claim, our contractual rights will still apply and we can contact you in relation to a claim or in respect of any outstanding matters.
Recipients of Your Data
We control the use of your data as you have directed.
To allow us to provide our services to you, the following 3rd parties provide critical functions to our business and will process your personal information as directed by us and in accordance with strict data security arrangements:
Our Services: during our services we will provide your data, under your specific instruction, to named financial institutions, and, if required, the Financial Ombudsman and Financial Services Compensation Scheme
Our Systems and IT: we use third party firms who provide essential storage arrangements (including call recordings), software and support to our infrastructure
Post and Printing: we use an outsourced print-house who manages our printing, they receive a copy of postal communication and print and send this on our behalf
Our Regulators: we may be required to provide your data to our Regulators, who include the Financial Conduct Authority, the Legal Ombudsman Service and the Information Commissioner’s Office
Our Professional Services: we use professional legal, consultancy and accountancy services to help us fulfil our legal obligations.
We do not sell your data to 3rd parties in any circumstances. We have carefully selected our 3rd parties due to their commitment to keeping your data safe, and all data is processed within the UK. If you request for us to stop processing your data, we will also communicate this to the relevant 3rd
Parties if they are processing this on our behalf. If you have any concerns about the above 3rd parties, please let us know and we can provide advice and support to help you manage your data preferences.
We may also disclose your information with:
- HM Revenue & Customs, The Financial Conduct Authority, Regulators and other authorities acting as processors based in the United Kingdom who require the reporting of processing activities in certain circumstances
- Accountants, Solicitors, Compliance Consultants and other like services acting as processors, based in the United Kingdom who require reporting of processing activities in certain legal and/or compliance circumstances
- 3rd parties to whom we may choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change such as this occurs, the new owners may use your personal data in the manner set out within this Policy.
Some of these cookies are essential to make our site work and have already been set. Other cookies help us to improve the site content for all site visitors by showing us how you use our site.
The information collected by cookies does not personally identify you; it may include general information about your computer settings, your connection to the Internet e.g. operating system and platform, IP address, your browsing patterns and timings of browsing on the Website and your location.
You may also change your website browser settings to prevent accepting cookies automatically.
Security on linked websites.
Our Website has numerous security measures in place to protect the loss, misuse and alteration of information under our control, such as passwords and firewalls. We take data security very seriously and will use all reasonable endeavours to protect the integrity of the information you provide. We cannot, however, guarantee that these measures are, or will remain, adequate.
Our Website may, from time to time, contain various links to other websites. We have no control over the privacy policies operated by such linked sites. We, therefore, accept no liability for the privacy policies of such sites or for the treatment of information provided by you to or on such sites.
We do not store credit card details, nor do we share customer details with any 3rd parties. Payments will only be taken under the terms of the agreement for work already undertaken thus in most cases a refund would not be applicable.
Under certain circumstances you have rights with regard to the use of your data, as described by the Data Protection Act 2018.
In exercising any of your rights, we will take action within one month. However, should the request be complex we can extend this by a further two months. We will inform you of this in this event. We will need to confirm your identity before completing any action on your behalf and reserve the right to not complete action until we are satisfied that you are making the request. If we cannot complete your request, we will inform you within one month and explain why.
These rights are as follows:
You can access your data at any time by submitting a Subject Access Request ("SAR"). We will confirm what data is being processed and provide you with a copy of your data in addition to confirming your data rights. We will provide this free of charge. However, if you make a repeat request, we will charge an administrative fee of £10.
You can make this request using reasonable means, including by telephone, post or email. If you make the request by email, we will provide your information in a commonly used electronic format unless you instruct us otherwise.
If you wish to amend any inaccurate data that we hold, please notify us specifically by telephone, post or email, or during the course of the provision of our services. We will make the amendment as soon as possible. If any data held is incomplete, you can complete this at any time. We may require this to be completed to allow us to provide our services (e.g. if we do not have your full address).
We can erase or “forget” your data when requested by you in the following circumstances:
We no longer require your data (when we have finished providing any services requested by you);
You withdraw your consent and there is no other reason for us to hold your data (please note: if you have signed a contract to complete a claim, our contractual rights will still apply and we can contact you in relation to any outstanding monies owed to us);
You object to the processing, as described below;
You believe your data has been unlawfully processed; or
There is a legal obligation to erase your data.
You can make this request using reasonable means including by telephone, post or email. If you request for your data to be erased, we will confirm whether this can take place and the next steps that we will take. Please note that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
You can restrict us from processing your data in the following circumstances:
You believe your data is inaccurate;
You believe your data has been unlawfully processed but do not want us to delete your data;
We no longer need your data, but it is required by you for making or defending a legal claim; or
You object to the processing, as described below, but we are verifying this.
If you make a restriction request, we will still store a copy of your data but cannot use this. We will inform you if the restriction needs to be lifted. You can make this request using reasonable means including by telephone, post or email. If you request for your data to be restricted, we will confirm whether this can take place and the next steps that we will take. If we cannot restrict your data, we will explain why and confirm any actions required to allow us to do so.
Object to Data Processing
You can object to the processing of your data at any time. This right will only apply if we are using your data in relation to a legitimate interest. If you object, we will no longer process your data unless we have a compelling and legitimate reason not to do so (e.g. a legal obligation). In this case, you will be informed why we cannot stop processing your data.
You can always object to receiving marketing from us and we will stop processing your data for marketing purposes at any time.
You can request your data in a commonly used electronic format, and for us to transfer this to another entity or person, where we are processing your data with your consent or in accordance with a contract. This will only apply to information which is processed by automated means (e.g. by a computer). Where feasible, we will send your data directly to another entity or person.
Lodge a Complaint with Our Regulator
We are regulated by the Information Commissioner’s Office (ICO) in respect of our obligations to protect your data. You have the right to make a complaint about our use of your data to the ICO, who will investigate this on your behalf. The ICO will only investigate complaints made within three months of your last contact with us.
You can contact the ICO through their website: https://ico.org.uk or by telephone: 0303 123 1113.
PDF Version available here.