1. Information We Collect
To assess and pursue a claim we collect your name and contact details, the identity documents you upload for verification, the payments you are claiming for, any evidence you send us, and the messages you exchange with us. We also keep a record of what our staff did on your case and when.
2. How We Use Your Information
Your information is used to assess your claim, to put it to the business it is about, and to correspond with that business, banks, payment providers and any relevant ombudsman or regulator on your behalf. We do this on the authority you give us in writing when you sign the letter of authority for your claim.
3. Data Security
Documents you upload — identity documents, statements, correspondence — are stored outside the public area of this website. They can only be retrieved by you or by a member of our staff, after signing in, and each request is checked against who is making it.
Staff access is limited by role, staff accounts can be required to use two-factor authentication, and actions taken on your case are written to an audit trail. Credentials such as two-factor secrets are encrypted where they are stored. Traffic between your browser and this site is protected by TLS.
We do not claim that individual database records are encrypted at rest; the database is protected by access control at the hosting level. No system is perfectly secure, and we would rather tell you exactly what we do than describe protections we do not have.
4. Information Sharing
We do not sell or rent your personal information. We share only what is necessary, and only with the parties needed to pursue your claim — the business your claim is about, your bank or card issuer, payment schemes, and any ombudsman or regulator involved — together with the service providers who host this website and deliver our email and messages.
5. How Long We Keep It
We keep records of a claim for a set period after it concludes, so that we can answer questions about work we did and meet our own record-keeping obligations. The period we apply is set out in our client documentation; ask us and we will tell you what it is for your claim.
6. Your Rights
You can download everything we hold about you at any time from your account, under Profile. You can correct your details there too.
You can ask us to erase your personal details. We will do so unless a claim of yours is still being worked on, money is still owed in either direction, or we are still inside the record-keeping period described above — in which case we will tell you which of those applies and when it ends. When we do erase an account we remove your contact details and delete the documents you uploaded, and we keep the bare record of each claim: its reference, the amounts, the dates and the outcome, with your name taken off it.
If you are unhappy with how we have handled your information you can complain to your national data protection authority.