1. Collection of Information.
In the course of making an enquiry regarding our Service or whilst providing the Service we may need to:
- collect, use and retain details such as your name, address, telephone number, email address, date of birth.
- collect personal information from you and/or from your lender, provider of the credit card/loan, payday loan, your bank, seller of the Life Assurance Policy, Mortgage, Pension, Bond, Investment or Endowment Provider/Vendor or PPI.
- request other pertinent details, including account/policy details. We may also require personal details of any other individual(s) who are joint policyholders with you.
- enquire about your personal circumstances and information about your financial products and services.
- extract information about your computer and about your visits to and use of this website (including your IP address, geographical location, browser type, referral source, length of visit and number of page views).
2. Use of Information.
Information is used to enable us to provide the Claims Services. We may on occasion, following instructions from you, refer your case to other claims management companies, financial advisers or solicitors if we believe it is likely to be in your best interest to receive advice from such third parties.
We may also be required to use your data to fulfil any legal requirements placed upon us. These include our regulatory requirements such as financial record keeping, recording and retaining telephone calls, staff training and monitoring, in addition to complaint handling. In these circumstances, we may be required to keep your data as prescribed by law.
3. Legitimate Interests
We have a legitimate interest in keeping you updated about any further claims 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 the law that will make additional services available to you). We will use the details you have provided to contact you by telephone, email 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 or you can email us at firstname.lastname@example.org
We are able to offer additional products and services to investigate and address several other areas of financial claims using our partners, who may be able to offer specialist support in respect of alternative claims that we do not provide ourselves.
We do this in line with our aim to maximise your compensation through the lawful basis of legitimate interests, processing your data in a fair, lawful and transparent manner.
We may pass your details to Lancaster Securities Ltd, Whitewell Securities and Whitewell Group Ltd to contact you regarding their product offering which includes, but is not limited to; Financial Products and Services (for example; Life Insurance, Mortgages, Equity Release, Estate Planning and Loans) and Utilities. By signing your contract with us you agree to this transfer of your data if applicable. You can ask us not to send your details on to Whitewell Group Limited by contacting us at any time.
You can at any time opt out of any future marketing by emailing us at email@example.com .
4. Disclosure of Information.
By providing your data to us you agree that in the course of our service delivery we may share your personal information with your lender or respondent to your claim, the Financial Ombudsman Service (FOS) where necessary to further your claim, and our chosen third party service providers detailed below..
We may use the ancillary services of third parties where there is a legitimate interest or if it is necessary for the performance of our contract with you. These include printing, postage and scanning fulfilment services, data cleansing and tracing companies.
In the event of non-payment of our fees in accordance with our Terms and Conditions, we may engage the services of tracing, debt collection agents, Solicitors and debt enforcement companies and notify credit reference agencies accordingly.
We may need to share your personal data with regulators including the Financial Conduct Authority, Information Commissioners Office, and the Financial Ombudsman service where they request it.
We use third-party firms that provide essential storage arrangements (including call recordings), software and support to our compliance infrastructure.
We use professional legal, consultancy and accountancy services to help us fulfil our legal obligations.
5. Retention of Information.
We will store your personal information for up to six years from you ceasing to be our client. This is to enable us to refer to our records in the unlikely event that you want to lodge a complaint against us in accordance with statutory time limits.
If you do not exercise your right to object to our marketing or unsubscribe to our marketing emails we will store your personal information for marketing purposes until you exercise your right to object or unsubscribe.
6. Use of SMS Messaging and Email.
By providing your mobile or email on our letter of authority and Terms and Conditions to our customer service agents you will be indicating that these are your preferred media for being kept informed on the progress of your enquiry, investigation or claim. Therefore, as it is necessary to keep you informed about your case, we will contact you via SMS or email.
7. Communication/Marketing Preferences.
We will use your home address, phone numbers, email address and social media to contact you in accordance with any communication or marketing preferences and in accordance to the products and services specified, which you may change or unsubscribe to at any time by contacting us.
We use secure transmission methods when receiving or sharing your personal information. We have implemented security policies, rules and technical measures to protect the personal data that we have under our control from:
- unauthorised access
- improper use or disclosure
- unauthorised modification
- unlawful destruction or accidental loss
All personal information provided is kept on a secure server and all employees and data processors who have access to, or are otherwise associated with, the processing of personal data, are obliged to respect the confidentiality of any personal data received.
9. Access to Information.
You can find out what information we keep about you by requesting a copy of the information we hold, which we will provide within a month of your written request free of charge unless such request is unfounded or excessive where we will either charge a reasonable fee or refuse to provide such information. To maintain security, we may require proof of your identity. We allow you to challenge the data that we hold about you and, where appropriate, you may request that data we hold be corrected or deleted, as necessary.
10. Privacy Compliance.
As Excell Audits Ltd are based within the UK, it is our intention that our services will comply with UK and European legislation, in particular, the Data Protection Act 2018 and the EU’s General Data Protection Regulation (GDPR). For further details on your rights under the Data Protection Act 2018 or GDPR or any subsequent related legislation please visit ico.org.uk
11. Mergers, Sales etc.
12. Policy Amendments
In the event that you have concerns about the way we have handled your data you can complain to us in the first instance by sing the links in our Complaints Procedure.
If your complaint is not satisfied or you or you wish to escalate your complaint, you may contact the Information Commissioners Office either online at ico.org.uk or by post to Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
Updated 27 Jan 2021