Privacy Policy
1. General
The Housing Claimsline is a trading style of Claimsline Group Limited (company number 09071409) of Bank Chambers, 93 Lapwing Lane, Manchester, England, M20 6UR, (“we” “us” “our”) are committed to protecting and respecting your privacy.
For the purposes of data protection legislation, we are the data controller and we will process your personal data in accordance with the General Data Protection Regulation (EU) 2016/679 and national laws which relate to the processing of personal data. As a controller of personal data, Claimsline is registered with the Information Commissioners Office (ICO), our ICO registration is: ZA059156
Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.
Our Contact Details
Email: support@thehousingclaimsline.com2. Personal Data we collect from you
2.1 We may collect and process personal data about you in the following circumstances:
2.1.1 when you complete forms on our website (“Site”). This includes your name, telephone number, email address and details of your enquiry which is provided when you ask us to contact you about our services;
2.1.2 whenever you provide information to us when reporting a problem with our Site, making a complaint, making an enquiry or contacting us for any other reason. If you contact us, we may keep a record of that correspondence;
2.1.3 details of your visits to our Site including, but not limited to, traffic data, location data, weblogs and other communication data, and the resources that you access (see section 2.2.2 on cookies below); and
2.1.4 whenever you disclose your information to us, or we collect information from you in any other way, through our Site.
2.2 We may also collect data in the following ways:
IP address
2.2.1 We may collect information about your device, including where available your Internet Protocol address, for reasons of fraud protection. We may also collect information about your device’s operating system and browser type, for system administration and to report aggregate information to our advertisers. This is statistical data about our users' browsing actions and patterns, and does not identify any individual.
Cookies
2.2.2 Our Site uses cookies to distinguish you from other users of our Site. This helps us to provide you with a good experience when you browse our Site and also allows us to improve our Site. For detailed information on the cookies we use visit our cookies page.
2.3 We may use your personal data for our legitimate interests in order to:
2.3.1 provide you with information, or services that you requested from us;
2.3.2 allow you to participate in interactive features of our Site, when you choose to do so;
2.3.3 ensure that content from our Site is presented in the most effective manner for you and for your device;
2.3.4 improve our Site and services;
2.3.5 process and deal with any complaints or enquiries made by you; and
3. Website links
Our Site may, from time to time, contain links to and from the websites of third parties. Please note that if you follow a link to any of these websites, such websites will apply different terms to the collection and privacy of your personal data and we do not accept any responsibility or liability for these policies. When you leave our Site, we encourage you to read the privacy notice/policy of every website you visit.
4 Purposes and lawful basis for processing personal data
As the controller of customer and prospective customer personal data there are a variety of purposes for which us as the control processes personal data. The following details below sets this out:
| Purposes for processing personal data | Lawful basis |
|---|---|
To contact you following the submission of an enquiry regarding the provision of unregulated services such as hire, recovery and repair and regulated claims management services such as a claim relating to personal injury | Depending on the data that is captured within the online submission form we may rely on Consent and Explicit Consent e.g. health data |
To identify whether potential claimant may have a claim | Legitimate Interest (necessary for us to provide the requested service to you) |
To recommend to you an appropriate law firm for claims investigation and representation where it has been identified that you may have a potential disrepair claim. | Consent Explicit Consent (health data) |
To share any vulnerability information with third parties such as law firms that these parties are aware of such and can support a vulnerable customer and have consideration for any specific needs or requirements to adapt their service delivery | Consent Explicit Consent (health data) |
Asking you to leave a review or take a customer satisfaction survey. To publish feedback/testimonials provided by you regarding the satisfaction of our services | Consent |
To respond to any data subject access requests that we may receive from you | Legal Obligation |
Monitoring and Oversight such as recording and monitoring telephone call and communication to ensure compliance with regulatory obligations and rules and to ensure firm processes for quality and training purposes. | Legal Obligation |
To administer and protect our business and this website (including trouble shooting, data analysis, testing, system maintenance, support, reporting and hosting of data) | Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise) Legal Obligation |
Notifying you about changes to our terms or privacy policy | Legal Obligation |
5. Third Parties
5.1 Third party organisations we appoint to deal with inbound enquiries, the information that will be collected is your name, contact details, any reference, reason for your enquiry and any additional information you may wish to provide. We will use this information to consider your enquiry or claim and, if we decide we can assist you with your enquiry, we will use your personal data to deliver the services.
5.2 In order to provide you with the services you have requested, we may also need to share personal data with third parties such as our panel solicitors who we may instruct to process your claim and other business partners (instructed by us or our panel solicitors) to assist in the delivery of services you have requested, as applicable. Where you inform us of anything that will affect how our service delivery should be provided to you we will ask you if we can make a note of this on our records and if we can share this information with any relevant third party.
Under the General Data Protection Regulations, personal data revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, or trade union membership, and the processing of genetic data, biometric data, health data, or data concerning a natural person's sex life or sexual orientation is considered Special category data. Where you tell/inform us of anything that is considered to be Special Category data we will obtain explicit consent to note this on our records and for us to share this information with any relevant third party.
5.3 To help us provide the best level of service to you, we may instruct third parties to conduct customer experience surveys on our behalf.
5.4 We may also advertise your feedback on our website and marketing materials (subject to obtaining your prior consent);
6. If you fail to provide personal data
Where we need to collect personal data by law, or under the and you fail to provide the data when requested, we will be unable to provide you with our services. In this case, we may have to cancel a service/arrangement you have with us but we will notify you if this is the case at the time.
7. Marketing
7.1 In addition to the uses described in sections 2-5 above, where you indicate, you would like to receive marketing correspondence from us, subscribe to our marketing lists or newsletters or provide us with your details at events, we may use your personal data for our legitimate interests in order to provide you with details about our services which we think may be of interest.
7.2 You have the right to opt-out of receiving the information detailed in sections 7.1 at any time. To opt-out of receiving such information you can:
7.3 email us at compliance@claimsline.com providing us with your name and contact details.
7.4 Where you have subscribed to receive marketing correspondence from us, we will only contact you up to two years from when you provide us with your consent.
8. Monitoring and Recording
We may monitor and record communications with you (such as telephone communications and emails) for the purposes of quality assurance, training, fraud prevention and compliance. In accordance with relevant regulatory rules, we are required in relation to regulated claims management activities to keep personal data including telephone communications and emails for at least 12 months after our last date of contact with you. For all other services we keep call recordings and emails for as long as necessary.
We also have CCTV cameras installed in our premises for the purpose of crime prevention and for health and safety reasons.
9. Disclosure of personal data to third parties
9.1 In addition to the third parties mentioned above, we may disclose your information to the following third parties for our legitimate interests as follows:
9.1.1 staff members, in order to facilitate the provision of goods or services to you;
9.1.2 our affiliated entities, to support internal administration;
9.1.3 IT software providers that host our website and store data on our behalf;
9.1.4 professional advisers including consultants, lawyers, bankers and insurers who provide us with consultancy, banking, legal, insurance and accounting services;
9.1.5 HM Revenue and Customs, regulators and other authorities who require reporting of processing activities in certain circumstances; and
9.1.6 third parties who we may choose to sell, transfer or merge parts of our business or assets. Alternatively, we may seek to acquire other business or merge with them. If a change happens to our business then the new owners may use your personal data in the same way as set out in this privacy policy.
9.1.7 We may disclose personal data to the police, regulatory bodies, legal advisors or similar third parties where we are under a legal duty to disclose or share personal data in order to comply with any legal obligation, or in order to enforce or apply our website terms and conditions and other agreements; or to protect our rights, property, or safety of our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection.
9.1.8 We will not sell or distribute personal data to other organisations without your approval.
10. Data Security
10.1 Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your information transmitted to our Site; any transmission is at your own risk.
10.2 Information you provide to us is shared on our secure servers. We have implemented appropriate physical, technical and organisational measures designed to secure your information against accidental loss and unauthorised access, use, alteration or disclosure. In addition, we limit access to personal data to those employees, agents, contractors and other third parties that have a legitimate business need for such access.
11. Your legal rights
In accordance with GDPR, you, in your capacity as a consumer and citizen you are entitled to a range of specific rights as the Data Subject that you may exercise under particular conditions, with a few exceptions.
| Your Right to ACCESS | The right of access, commonly referred to as subject access, gives individuals the right to obtain a copy of their personal data as well as other supplementary information. It helps you to understand how and why we are using your data, and to check we are using it lawfully. |
| Your right to RECTIFICATION | You have the right to have inaccurate personal data rectified. You may also be able to have incomplete personal data completed – although this will depend on the purposes for the processing. This may involve providing a supplementary statement to the incomplete data. |
| Your right to ERASURE | Under certain circumstances you have the right to have personal data erased. Also known as ‘The right to be forgotten’. The right is not absolute. |
| Your right to RESTRICT PROCESSING | Under certain circumstances you have the right to request the restriction or suppression of your personal data, and as like the right to erasure, it is not absolute. Restriction of processing means we are permitted to store your personal data, we are unable to use it. |
| Your right to DATA PORTABILITY | You have the right to obtain and reuse your personal data for your own purposes across different services. This eases the copying or transferring of personal data easily from one IT environment to another, safely and securely, without affecting the usability of the data. |
| Your right to OBJECT | Under certain circumstances you have the right to object to the processing of your personal data, however you do have the absolute right to object to direct marketing. |
| Your right to be INFORMED | You have the right to be informed about the collection and use of your personal data. Your right to be informed forms part of this policy, and provides the purposes for processing your data, our retention periods and who it will be shared with. |
11.1 It is important that the personal data we hold about you is accurate and current. Please keep us informed if the personal data we hold about you changes.
12. Data subject access requests (DSAR)
You have the right to access to your personal information. Also known as a Data Subject Access Request (DSAR). This means you are entitled to obtain the following information about yourself:
Confirmation that we are processing their personal data;
A copy of their personal data; and
Other supplementary information;
A third party may make a request on your behalf. This will often involve a solicitor acting on your behalf. We will require evidence from the third party as to evidence this entitlement. This may take the form of a written authority or be a more general power of attorney.
How do we provide you with the data you have requested?
If you make a request electronically (via electronic means), we will provide the information in a commonly used electronic format unless you have specified otherwise. Please note, we may extend the time to respond by a further two months if the request is complex or you have made multiple requests. As you have the right to be informed, we will always ensure you are notified within one month of receiving the request, accompanied by an explanation.
How Long do we have to comply with a request?
We must act on your subject access request without undue delay and at the latest within one month of receipt. This is calculated as beginning from the day following receipt of the request until the corresponding calendar data the following month. We may request your identity to satisfy the request, however this will be proportionate to the request itself and if we have doubts of the authenticity of identification.
Will it cost you anything?
For the vast majority of requests, we cannot charge you a fee. Where the request is manifestly unfounded or excessive, we may charge a reasonable fee to cover the administrative costs of complying with the request. This also applies in the event that you request further additional copies of data following your initial request. This will again be charged as an administrative cost.
13. Changes to our Privacy Policy
We reserve the right to update this privacy policy at any time, and any changes we make to our privacy policy will be posted on this page. We encourage you to check this privacy policy from time to time for any updates or changes to this privacy policy. If we would like to use your previously collected personal data for different purposes than those we notified you about at the time of collection, we will provide you with notice and, where required by law, seek your consent, before using your personal data for a new or unrelated purpose. We may process your personal without your knowledge or consent where required by applicable law or regulation.
This policy was last updated on 27 February 2024
Contact us
We have appointed a Data Protection Lead to oversee compliance with this privacy policy. If you have any questions, comments or requests regarding this policy or how we use your personal data please contact our Data Protection Lead at support@thehousingclaimsline.com. This is in addition to your right to contact the Information Commissioners Office if you are unsatisfied with our response to any issues you raise at https://ico.org.uk/global/contact-us/
Ready to make a claim?
Complete our form and share details about your issue of disrepair and someone will be in touch to answer any questions you may have and help you with your claim.