Privacy Policy
At Direct Redress we are committed to safeguarding the privacy of our customers. This privacy policy has been written to inform you as to how we use your personal data, who we share it with, our legal obligations and legal bases for processing your personal data. This policy should be read in along with our Cookie Policy and the Terms and Conditions for our service.
If you have any questions about this privacy policy or our use of your personal data, please contact us:
- By email to: clients@directredress.com
- Or post to: Booths Park 5, Chelford Road, Knutsford, Cheshire, WA16 8GS
- Or by telephone on 01565 364 357
Data Controller
Direct Redress Limited is the controller of personal data submitted via this website and is responsible for the security and safety of your personal data.
What data do we collect
We collect, use, store and transfer different kinds of personal data with regards to the services we provide.
- Personal Identification including your first and last name, maiden name, marital status, title, date of birth and gender.
- Contact details including current and previous addresses, email address and telephone numbers.
- Financial data such as investment and pension details, account history and details of borrowing, for the purposes of investigation your potential eligibility for mis-selling claims.
- Claims related data such as information provided by yourself for the purposes of investigating your eligibility for a mis-selling claim.
- Transaction data such as details of products and services you have expressed an interest in.
- Technical data including internet protocol (IP) addresses, browser type and version, time zones, location and other technology and devices you use to access our website.
- Marketing preferences whether you consent to receiving marketing from us and our 3rd parties and your communication preferences.
Your Rights
You have the authority to manage, access, or limit the utilisation of your data. At any time, you can retract your consent for us to get in touch with you. However, if you have entered into a contract with us, our contractual rights remain valid, and we reserve the right to contact you regarding cancellation fees or any outstanding payments owed to us.
Failure To Provide Data To Us
Please be aware that we require specific personal information to fulfil our services. Failure to provide this information may result in our inability to complete our contract with you. In such cases, we will clarify which data is necessary and the reasons behind it. If you choose not to provide this information, we reserve the right to terminate our contract with you in accordance with our Terms and Conditions.
Legitimate Interests
In respect of our legitimate interests, we have a legitimate 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, post and email. 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 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.
How do we collect your data
We collect your data from various sources, such as:
- Our Website: Filling in the forms on our website will provide us with your personal details as entered.
- Communicating with us: Whether via email, post or telephone. You may provide us with your personal details via one of these means.
- Automated data collection: When interacting with our website we may collect data on your device, browser and location. We collect this personal data by using cookies and similar technologies. Please see our Cookie Policy for more information.
- Third Parties: We use third party services such as Google Analytics to collection details on our website visitors, including browser and device statistics, interactions across the website and IP/location data.
How do we use your personal data
Purpose/activity | Type of data | Lawful basis for processing including basis of legitimate interest |
To assess your eligibility to use our services. |
|
Required in order to engage our services. |
To offer 3rd party referral |
|
Required to pass your case across to a third party. |
To engage with our mis-selling claims |
|
Required in order to engage our services. |
To process your case
|
|
Required in order to engage our services. |
Ongoing management of your case |
|
|
Recipients of Your Data
To enable us to deliver our services to you, certain third parties perform vital functions for our business and will process your personal information as instructed by us, adhering to stringent data security protocols.
- Our Services: We will provide your data, under your specific instruction, to named financial institutions, and, if required, Financial Ombudsman and FSCS.
- Our Systems and IT: we use third party firms who provide essential storage arrangements (including call recordings), software and support to our infrastructure;
- Our Regulators: we may be required to provide your data to our Regulators, who include the Financial Ombudsman Service and the Information Commissioner's Office.
Under no circumstances do we sell your data to third parties. We have meticulously chosen our third-party partners because of their dedication to ensuring the security of your data, and all data processing takes place within the UK.
How to contact us
This website is owned and operated by Direct Redress Limited. We are registered in England and Wales under registration number 07489855 and our registered office is at Booths Park 5, Chelford Road, Knutsford, Cheshire, WA16 8GS.
You can contact us:
- By post, to: Data Protection Officer, Direct Redress Limited, Booths Park 5, Chelford Road, Knutsford, Cheshire, WA16 8GS.
- By using the contact form on our website
- By telephone, on 01565 364 357 or the number published on our website from time to time; or
- By email, using clients@directredress.com
Withdrawing Your Consent
You can withdraw your consent (opt-out) from our communications to you at any time. However, if you have signed a contract to engage our mis-selling services, our contractual rights will still apply and we can contact you in relation to a cancellation fee or any outstanding monies owed to us.
Disclosures
We reserve the right to disclose information about you to any of our employees, officers, agents, suppliers, or subcontractors to the extent reasonably necessary for the purposes outlined in this privacy policy.
In addition, we may disclose information about you:
- To the extent that we are required to do so by law; third party data to the extent that we are required to do so by law;
- In connection with any legal proceedings or prospective legal proceedings; and
- In order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk).
Third Party Data Transfers
We do not specifically transfer your data to countries outside the European Union. However, certain third-party service providers we engage with may offer services that involve the transfer of your data outside the European Union. Regardless, we ensure the implementation of appropriate security measures, including technical safeguards such as encryption and restricted access to your data. The only circumstance in which this might occur is if one of our third-party data processors backs up their systems (for the purpose of securing their data) outside the European Union. In any case, stringent contracts are in place to ensure the security of your data, and it remains under our control. If you have any inquiries, please do not hesitate to contact us for further information.
Changes to our privacy policy
We keep our privacy policy under regular review, we may update the policy from time-to-time by posting a new version on our website. You should check this page occasionally to ensure you are happy with any changes. This privacy policy was last updated on 19th March 2024.
Other websites
Our website contains links to other websites; This privacy policy only applies to the Direct Redress website.
Marketing
We would like to send you information about products and services of ours which may be of interest to you. If you have consented to receive marketing, you may opt out at a later date. You have a right at any time to stop us from contacting you for marketing purposes. If you no longer wish to be contacted for marketing purposes, please email info@directredress.com
Your Rights
Under certain circumstances you have rights with regard to the use of your data, as described by the Data Protection Act 2018.
When exercising any of your rights, we will respond within one month. However, if the request is particularly complex, we reserve the right to extend this period by an additional two months. We will notify you in such circumstances. It is essential to confirm your identity before taking any action on your behalf, and we retain the right to withhold action until we are satisfied with the legitimacy of your request. If we are unable to fulfil your request, we will notify you within one month and provide an explanation for our inability to do so.
Data Access
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.
Data Rectification
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).
Data Erasure
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 a cancellation fee or 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.
- No longer require your data (when we have finished providing)
- 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.
Data Restriction
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.
- You believe your data is inaccurate.
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.
Data Portability
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.