Debt-help.org helps individuals find solutions to get out of debt and, whilst we do not provide advice, we can help you understand all the possible options and guide you through the process.
Debt Help understands that your privacy is important to you and that you care about how your personal data is used and shared online. We respect and value the privacy of everyone who visits this website, https://debt-help.org (“Our Site”) and will only collect and use personal data in ways that are described here, and in a manner that is consistent with Our obligations and your rights under the law.
- Definitions and Interpretation
In this Policy the following terms shall have the following meanings:
means a small file placed on your computer or device by Our Site when you visit certain parts of Our Site and/or when you use certain features of Our Site.
“Data Protection Regulations”
the Data Protection and Privacy Electronic Communications (EU Exit) Regulations 2019, which incorporates the EU Regulation 2016/679 General Data Protection Regulation into UK law (“UK GDPR”).
means any and all data that relates to an identifiable person who can be directly or indirectly identified from that data, as defined in the Data Protection and Privacy Electronic Communications (EU Exit) Regulations 2019, which incorporates the EU Regulation 2016/679 General Data Protection Regulation into UK law (“UK GDPR”).
means https://debt-help.org (website) registered address is Initial Business Centre, Wilson Park, Manchester, M40 8WN.
means the European Union.
means the United Kingdom.
- Information About Us
2.1 Our Site is owned and operated by us.
2.2 Debt Help is not affiliated with any other know entity.
2.3 Our Data Protection Officer can be contacted by email at firstname.lastname@example.org.
- What Does This Policy Cover?
- Your Rights
4.1 As a data subject, you have the following rights under the Data Protection Regulations, which this Policy and Our use of personal data have been designed to uphold:
4.1.1 The right to be informed about Our collection and use of personal data;
4.1.2 The right of access to the personal data We hold about you (see section 13);
4.1.3 The right to rectification if any personal data We hold about you is inaccurate or incomplete (please contact Us using the details in section 15);
4.1.4 The right to be forgotten – i.e. the right to ask Us to delete any personal data We hold about you (We only hold your personal data for a limited time, as explained in section 6 but if you would like Us to delete it sooner, please Contact Us using the details in section 15);
4.1.5 The right to restrict (i.e. prevent) the processing of your personal data;
4.1.6 The right to data portability (obtaining a copy of your personal data to re-use with another service or organisation);
4.1.7 The right to object to Us using your personal data for particular purposes; and
4.1.8 Rights with respect to automated decision-making and profiling.
4.2 If you have any cause for complaint about Our use of your personal data, please Contact Us using the details provided in section 15 and We will do Our best to solve the problem for you. If We are unable to help, you also have the right to lodge a complaint with the UK’s supervisory authority, the Information Commissioner’s Office.
4.3 For further information about your rights, please contact the Information Commissioner’s Office or your local Citizens Advice Bureau.
- What Data Do We Collect?
5.1 Full name;
5.2 Home address and residential status;
5.3 Date of birth;
5.5 Business/company name
5.6 Job title/profession;
5.7 Contact information such as email addresses and telephone numbers;
5.8 Demographic information such as postcode, preferences and interests;
5.9 Financial information such as bank name and account details;
5.10 Income details;
5.11 IP address;
5.12 Cookies and tracker information from your browser and/or device;
5.13 Web browser type and version;
5.14 Operating system;
5.15 A list of URLs starting with a referring site, your activity on Our Site, and the site you exit to;
5.16 Where you contact us by phone, email or post a record of that contact;
5.17 Where you contact us by phone we may retain a recording of that call.
- How Do We Use Your Data?
6.1 All personal data is processed and stored securely, for no longer than is necessary for light of the reason(s) for which it was first collected. We will comply with Our obligations and safeguard your rights under the Data Protection Regulations at all times. For more details on security see section 8 below.
6.2 Our use of your personal data will always have a lawful basis, either because it is necessary for Our performance of a contract with you, because you have consented to Our use of your personal data (e.g. by subscribing to emails), or because it is in Our legitimate interests (see section 7 below for further information). Specifically, We may use your data for the following purposes:
6.2.1 Providing and managing your Account;
6.2.2 Providing and managing your access to Our Site;
6.2.3 Personalising and tailoring your experience on Our Site;
6.2.4 Supplying Our services to you (please note that We require your personal data in order to enter into a contract with you);
6.2.5 For monitoring of calls made to and from customers to ensure that we are meeting the standards that we set;
6.2.6 personalising and tailoring Our services for you;
6.2.7 replying to emails from you;
6.2.8 supplying you with emails that you have opted into (you may unsubscribe or opt out at any time by emailing us at email@example.com
6.2.9 market research;
6.2.10 analysing your use of Our Site and gathering feedback to enable Us to continually improve Our Site and your user experience;
6.2.11 to manage your marketing preferences;
6.2.12 to manage your data processing preferences;
6.2.13 to compile anonymised data for analytical purposes.
6.3 With your permission and/or where permitted by law, We may also use your data for marketing purposes which may include contacting you by email, telephone, text message, and post with information, news and offers on Our products and/or services. We will not, however, send you any unsolicited marketing or spam and will take all reasonable steps to ensure that We fully protect your rights and comply with Our obligations under the Data Protection Regulations (as may be updated from time to time).
6.5 You have the right to withdraw your consent to Us using your personal data at any time and to request that We delete it.
6.6 We do not keep your personal data for any longer than is necessary for light of the reason(s) for which it was first collected. Data will therefore be retained for the following periods (or its retention will be determined on the following bases):
6.6.1 As a general rule, unless we have been requested to delete Your information, Customer personal data will be kept for the duration of the provision of the services and for a period of up to six years after the services have been terminated by You or Us. This is based upon the Limitation Act 1980 for the period in which someone can bring a breach of contract claim;
6.6.2 Where we have not provided You with any products or services (i.e. there has been no contract between You and Us), then we will keep your data for a period of 12 months.
6.6.3 We may keep data longer than stated in 6.6.1 and 6.6.2 where we are required to do so by law or a contractual obligation, however where we can we will anonymise such data so that it no longer identifies a living individual.
6.6.4 Call recordings are retained for a period of five years from the date that the call is made.
- Legitimate Interest
7.1 Where we use legitimate interest for the basis of our processing of your personal data we shall ensure that we can demonstrate compelling legitimate grounds for the processing, which may conflict the interests, rights and freedoms of the individual.
7.2 You have the right to object to our use of your personal data where we use legitimate interest as the basis of processing. You can do this by contacting us on the details in section 15.
7.3 Our legitimate interests include:
- the maintenance of our IT/Data Security systems and processes;
- putting in place fraud prevention mechanisms;
- keeping our records up to date;
- working out which of our products and services may interest you and telling you about them (i.e. direct marketing);
- developing products and services;
- being efficient about how we fulfil our legal duties;
- maintaining a marketing suppression list; and
- complying with laws/regulations that apply to us.
- How and Where Do We Store Your Data?
8.1 We only keep your personal data for as long as We need to in order to use it as described above in section 6, and/or for as long as We have your permission to keep it.
8.2 All our customer data is sorted and accessed from our servers in the UK and European Economic Area (“the EEA”) (The EEA consists of all EU member states, plus Norway, Iceland, and Liechtenstein).
8.3 However, some or all of your data may be stored/transferred outside of the UK. You are deemed to accept and agree to this by using Our Site and submitting information to Us. If We do store data outside the UK, We will take all reasonable steps to ensure that your data is treated as safely and securely as it would be within the UK and in compliance with the Data Protection Regulations including:
8.3.1 Carrying out due diligence on prospective parties to which we wish to transfer the data to;
8.3.2 Carrying out a risk assessment on the country to which we will transfer data to ensure that the protection offered to data subjects is equivalent to those provided in the UK, or accepted by the UK regulator as having adequate levels of protection (i.e. an adequacy decision exists);
8.3.3 Having in place written contracts on the transfer and use of the data (or using model contract clauses) that set out clearly the responsibilities of each party and the rights of data subjects;
8.3.4 Transferring data in an encrypted form or using a secure file transfer protocol;
8.3.5 Limiting the data transfer to only data that needs to be transferred to achieve the purpose.
- Do We Share Your Data?
9.1 We may share your data with other companies for carrying out/putting in place the debt solution that we recommend and for reporting purposes.
9.2 We may sometimes contract with third parties to supply services to you on Our behalf. These may include search engine facilities, advertising and marketing companies. In some cases, the third parties may require access to some or all of your data. Where any of your data is required for such a purpose, We will take all reasonable steps to ensure that your data will be handled safely, securely, and in accordance with your rights, Our obligations, and the obligations of the third party under the law.
9.3 In order to provide you with our services (and comply with our contractual obligations) we may need to share some or all of your personal data with our service providers.
9.4 We may compile statistics about the use of Our Site including data on traffic, usage patterns, user numbers, sales, and other information. All such data will be anonymised and will not include any personally identifying data, or any anonymised data that can be combined with other data and used to identify you. We may from time to time share such data with third parties such as prospective investors, affiliates, partners, and advertisers. Data will only be shared and used within the bounds of the law.
9.5 We may sometimes use third party data processors that are located outside of the UK. Where We transfer any personal data outside the UK, We will take all reasonable steps to ensure that your data is treated as safely and securely as it would be within the UK and under the Data Protection Regulations including:
9.5.1 Carrying out due diligence on prospective parties to which we wish to transfer the data to;
9.5.2 Having in place written contracts on the transfer and use of the data (or using model contract clauses) that set out clearly the responsibilities of each party and the rights of data subjects; and/or;
9.5.3 Transferring data in an encrypted form or using a secure file transfer protocol;
9.5.4 Limiting the scope of the data transfer to a ‘need to know basis’s only.
9.6 In certain circumstances, We may be legally required to share certain data held by Us, which may include your personal data, for example, where We are involved in legal proceedings, where We are complying with legal requirements, a court order, or a governmental authority.
9.7 We may with your consent, or where it is in our legitimate interest, also share some or all of your personal information with the following organisations:
- Our technology service provider
- Our third-party marketing partners
- A third party acting on your behalf, such as a financial or legal adviser
9.8 We may share your data with regulators and disputes resolution bodies such as:
- The Financial Conduct Authority;
- The Information Commissioner Office;
- The Financial Ombudsman Service;
- Advertising Standards Authority; and
- Local Trading Standards.
9.9 Our service providers as listed in 9.3 and 9.7.
9.10 We use the services of Facebook Ireland Limited (Facebook) to carry out certain marketing activities on the Facebook Platform. Specifically, from time to time we use Facebook’s Audience Insights to help us to create targeted audiences for our advertising campaigns on Facebook. This involves sharing some of our customer personal data with Facebook to allow it to create for our information on the types of audiences (i.e. potential customers) on a Facebook platform that would be best suited to see our adverts. In this respect, Facebook acts as our joint processor.
In order to ensure the rights of data subjects (i.e. you), we have entered into a Controller Addendum with Facebook that sets out each parties’ respective responsibilities in terms of this processing and our responsibility to inform you of the details in this section 9.10.
Any data subject requests with regard to the Personal Data stored by Facebook Ireland after the Joint Processing described in paragraph one of this section 9.10, is the responsibility of Facebook.
- What Happens If Our Business Changes Hands?
10.2 In the event that any of your data is to be transferred in such a manner, you will be contacted in advance and informed of the changes.
- How Can You Control Your Data?
11.1 In addition to your rights under the Data Protection Regulations, set out in section 4 when you submit personal data via Our Site, you may be given options to restrict Our use of your data. In particular, We aim to give you control over Our use of your data for direct marketing purposes (including the ability to opt-out of receiving emails from Us which you may do by unsubscribing using the links provided in Our emails and at the point of providing your details).
11.2 You may also wish to sign up to one or more of the preference services operating in the UK: The Telephone Preference Service (“the TPS”), the Corporate Telephone Preference Service (“the CTPS”), and the Mailing Preference Service (“the MPS”). These may help to prevent you from receiving unsolicited marketing. Please note, however, that these services will not prevent you from receiving marketing communications that you have consented to receive.
- Your Right to Withhold Information
12.1 You may access Our Site without providing any data at all.
- How Can You Access Your Data?
You have the right to ask for a copy of any of your personal data held by Us (where such data is held). Under the Data Protection Regulations, no fee is payable and We will provide any and all information in response to your request free of charge. Please contact Us for more details at firstname.lastname@example.org or using the contact details below in section 15.
- Contacting Us
If you would like to contact us, please contact Us at email@example.com.
Please ensure that your query is clear, particularly if it is a request for information about the data We hold about you (as under section 13 above).
What information will we collect?
There is certain information we will collect that is essential to fulfilling our legal and contractual obligations, and to both identify and communicate with you. It is not possible for you to opt-out of providing this information. This information includes inter alia the following:
- Your full name, age and date of birth
- Key identification data as required which will typically include a certified copy of your passport or driving licence. We will endeavour to complete this verification electronically
- Your address and evidence of that address. Again we will endeavour to complete this verification electronically
- Further contact details including available telephone numbers, mobile telephone numbers and email addresses
- Your complete financial details and profile to include your assets, liabilities, income & expenditure, state benefits, bank statements & bank account details, wage slips, tax returns, credit history & credit reference information. This list is not exhaustive and will depend on individual circumstances. We cannot fulfil our legal and contractual obligations without this full and honest disclosure
- Your marital status and number of children/dependents
- Your employment status to include occupation, salary, pay dates and any professional qualifications. For self-employed clients financial accounts, forecasts and tax returns as required.
- Via your specific written consent, if the disclosure is considered beneficial to you, details of any vulnerabilities including physical and mental disabilities. Vulnerabilities are specifically defined in detail by the Financial Conduct Authority.
- With your consent an electronic signature which will include details of your IP address
- National Identification codes and numbers as required, to include National Insurance Numbers, passport numbers and Unique Taxpayer References (UTR)
- Public record information such as the Electoral Register and The Insolvency Register
- Telephone call recordings will be retained for at least 5 years from the date the call was made.
How we collect your personal information and data
Your personal information and data are collected from a number of sources:
Information and data you provide to us:
- When you use our website
- When you speak to us on the phone
- Via mobile and mobile application devices including WhatsApp and Dropbox
- Via emails
- Documents and information you send through postal services
Information and data we collect when you contact us and use our services. This includes profiles made and electronic information collected via cookies and other internet tracking software.
Information and data provided from third parties we either contract with, access information or use their services. This may include:
- Your creditors
- Organisations that you introduce to us and have already contracted with including other debt advice, financial advisers, other introducers and claims management companies
- Credit reference agencies
- Information provided from Anti Money Laundering checks
- Social networks
- Fraud prevention agencies
- Our Regulatory bodies
- Payroll service providers
- Public information such as Companies House and The Insolvency Register
- Agents working on our behalf
- With your consent health professionals
- Government and law enforcement agencies.
Sharing your personal information and data
We may share your personal information and data with other parties to assist in providing advice, preparing your Individual Voluntary Arrangement and in complying with our legal and contractual duties.
We also use the services of various credit reference agencies and Anti Money Laundering checks to verify your identity. This may leave a ‘soft search’ on your credit file. We will share your personal information with credit reference agencies and they will give us information about you. The data we exchange can include:
- Name, address and date of birth
- Details of any shared credit
- Financial situation and history
- Public information, from sources such as the electoral register and Companies House.
The credit reference and Anti Money Laundering checks will assist in the following:
- Verifying and providing further detail on your financial
- Help detect and prevent financial crime
- Preparing and proposing your Individual Voluntary Arrangement
Under legal, regulatory and contractual obligations we may share your information with our regulatory bodies, the Police and a number of government bodies.
Only with your consent will we share your information with a person appointed to act on your behalfs such as an adviser, family member or medical professional. Specific written consent will be required.
Who we may share your personal information and data with
Your personal information and data may be shared with the following:
- Your creditors
- Other third parties we use to assist with your Individual Voluntary Arrangement or we may at our discretion
- Credit reference agencies
- Our Regulators and Anti Money Laundering authorities
- The Insolvency Service
- HM Revenue & Customs, regulators and other authorities
- Organisations that you introduce to us including other debt advice, financial advisers, other introducers and claims management companies
- Our Insurers
Security of your personal information and data
We use all our reasonable efforts and safeguards to protect the personal information and data we collect.
If at any time we believe there has been any breach or compromise of your personal information and data we will notify you immediately.
Letting us know if your personal information is incorrect
You have the right to question any information we have about you that you think is wrong or incomplete. Please contact us if you want to do this. If you do, we will take reasonable steps to check its accuracy and correct it.
What if you want us to stop using your personal information and data
Subject to our legal, regulatory and contractual obligations you may ask us to either delete, restrict the use of, remove or stop using your personal information and data.
Following your request and subject to our legal, regulatory and contractual obligations we will comply as far as we are able.
If you believe your personal information and data is incorrect we will investigate as soon as possible and restrict as far as is possible the use of that personal information and data.
How long do we keep your personal information and data
We will keep your personal information and data for as long as we are providing a service to you and in the event that you enter into an Individual Voluntary Arrangement for 6 years following completion.
In certain circumstances, we may keep your data for longer than the specified 6 years if we cannot delete it for legal, regulatory or other reasons including research or statistical purposes. In exceptional circumstances, the information may also be retained to assist in collecting assets that are due into your Individual Voluntary Arrangement.
How to get a copy of your personal information and data
You can formally request a copy of your personal information and data that we hold by writing to us at this address:
Debt Help. Initial Business Centre, Wilson Park, Manchester, M40 8WN
This will initially be provided free of charge and within one month. We reserve a right to charge a reasonable fee for further requests or additional copies.
How to complain
You have a right to complain about the use of your personal information and data. Please use the contact details above.
You also have a right to complain to the Information Commissioner’s Office that covers data protection. Details of their procedures are held at www.ico.org.uk.
HOW LONG WILL YOU KEEP MY PERSONAL DATA?
We will keep your data for only as long as we need this to provide our service to you or longer where we are required to do you by the law or our regulator.
The general rules that apply to our data retention are as follows:
- Where you have contacted us, but we have given no advice and made no referral to a third-party organisation than 12 months
- Where you have contacted us, we have given no advice but have made no referral to a third-party organisation then 3 years
- We have given you advice then we shall retain your personal data for 6 years ending the date that you entered into the debt solution recommend by us.
You can contact us at:
- Email: firstname.lastname@example.org
Debt-help.org helps individuals find solutions to get out of debt and, whilst we do not provide advice, we can help you understand all the possible options and guide you through the process