Privacy Policy

You

For the purposes of data processing we refer to you as either a Potential Client or a Client depending on your relationship with us. So that you can navigate your way through the policy easily, we’ve split it into three sections:

Potential Clients: this section is relevant to any potential customers who have not entered into a contract with Theft Refund

Client: this section is relevant if you have entered into a contract with Theft Refund

Everyone: this section is relevant to all individuals who engage with us, including potential clients and clients.

Throughout this policy, we refer to your personal information as your data

Why we require your data

When you provide your data to us, you consent to us using your personal information to:

• Contact you about the Claims Management Services we offer using the contact methods you’ve chosen, which could include telephone, SMS, email and/or post;
• Administer our website, including ensuring that we can enable your use of the services on our website (including enquiries and complaints about our website) and improve your browsing experience by personalising the website.

The data we require

When you’ve contacted us about your claim, in order to move forward we need you to provide your full name, postal address, telephone number and email address. We’re likely to also need information about your case, such as the events that took place as well as the amount that you lost.

Once we receive this information we’ll use your data to email you a Welcome Pack that includes full information about our services for you to sign. If you don’t want to provide this information or sign our contract contained in the welcome pack, then we won't be able to offer our Claims Management Services to you.

Data Retention

We’ll keep your contact details following an enquiry for a maximum period of three years. During this time we may contact you using the contact details you provided in order to offer you our Claims Management Services. We’ll reach out using the contact methods you’ve selected which could include:

• Telephone / SMS
• Email, Post

We’ll take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information. We’ll store all the personal information you provide on our secure servers that are subject to strict security requirements.

Withdrawing your consent

You can withdraw your consent to us contacting you through any medium at any time. You can do so verbally via telephone or in writing via email, live chat or through the post using our contact details.

CLIENTS - The data we require

When you’ve contracted with us, we need you to hold your full name, postal address, telephone number and postal address. We need to hold details about your case, such as the events that took place as well as the amount that you lost.

In the process of working your claim, we speak to the banks relevant to your claim and potentially the Financial Ombudsman Service. During this process, we may obtain and store other personal data, such as bank account details relevant to the claim and complaint reference numbers. If you don’t want us to process this information then we won't be able to offer our Claims Management Services to you.

How we’ll process your data

While using our Claims Management Services, you agree for us to process your personal information through signing our Letter of Authority which means you agree to our Terms & Conditions, allowing us to:

• Supply to you Claims Management services under our Agreement which involves us sharing your information with the banks relevant to your claims as well as the Financial Ombudsman Service
• Contact Third Parties on your behalf, with your specific instruction
• Provide you with updates via email, telephone, SMS or post
• Send statements and invoices to you and collect payments from you. We reserve the right to share your data with relevant third parties in order to collect funds in the event that we’re due funds and you’ve failed to make payment within the expected timescale.

Data Retention

Once you’ve entered into a contract with us, we’ll keep your data for as long as necessary to fulfil the purpose it was collected for (our Claims Management Services). We’ll normally keep your data for 6 years starting from the date of the conclusion of your last contract. After this time has expired we’ll delete the information or anonymise it so that it can’t be linked to you.

The retention of your data enables us to provide our Claims Management Services to you, and fulfil our legal obligations including our accounting requirements and our regulatory obligations, such as complaint handling.

We’ll take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information. We’ll store all the personal information you provide on our secure servers that are subject to strict security requirements.

Updating your contact preferences

You’re able to opt-out of contact at any time letting us know via telephone, email, SMS or post. While under contract, you’re unable to withdraw consent for postal communications, as we require this method of contact to fulfil our regulatory obligations.

You’re able to withdraw consent verbally via telephone or in writing via email or post using the contact details listed in this policy and on our website.

Third Party Data Transfers

We may transfer and store the data we collect from you to organisations outside the European Economic Area (EEA). This would be where we have your consent, to comply with a legal duty or where we work with a third party to provide you with our Claims Management Services and they process information outside the EEA.

Where we do this, we’ll make sure that your data is protected to the same extent as in the EEA and that the European Commission says that the country or organisation has adequate data protection.

Updates to this policy

We’ll post any changes to this privacy policy on this page and if they’re significant we’ll let you know by email.