We are a Data Controller, which means that we determine the purposes and the means of processing your personal information. We are registered directly with the Information Commissioner’s Office (ICO) and our registration number is ZA805725.
If you’ve any questions about how we may use your personal information you can contact us.
- What Information do we collect?
The information we collect from you will depend on the product or service you apply for or the service that we provide to you. We will only collect information that we genuinely need, or where we’re required to collect the information to enable us to perform our legal or contractual obligations necessary to provide you with the products or services, where we have a legitimate interest to do so, or where we have your permission.
This will likely include the collection of:
your personal details (e.g. name, date of birth); address details; contact details (e.g. phone number, email address); special personal information* including but not limited to health information; financial information, property details; employment and income information; information on how you use our website(s) and products and services.
Special Personal Information
Information about other people
If you provide personal information about someone else, for example when a joint application is made, you must do so with the permission of the other person. If you enter into a service jointly with another person (for example, a joint current account), your personal information and any information about the service provided to you will be shared with the other person.
- How do we collect your personal information
We can collect your information in a number of ways.
- When you make an application or enquiry to us either by phone, email, our website, by a third party or by any other means;
- Information received from a third party or where you have previously agreed for your information to be shared with us, for example, if you have been introduced to us by another company.
- When you participate in market research, competitions and promotions provided by us, or on our behalf.
- By adding reviews or interacting with us using social media such as Twitter or Facebook etc.
- When you use our online platforms, websites or mobile applications.
- When we may need to obtain up to date information about you to meet our legal or regulatory obligations.
- Where you have given permission for your information to be provided to us.
- How we use your personal information
We can only use your personal information where it falls into one or more of the following categories:
- it is necessary to fulfil a contract we have with you;
- you have provided your consent;
- we have a legal or regulatory obligation to do so;
- it is necessary to carry out a task which is in the public interest;
- it is necessary to protect your vital interests; or
- it is in our legitimate interest to do so and it is not against your rights.
- Who do we share your personal information with
In addition to the companies, organisations and other third parties we may also share your personal information with the following organisations:
Our Regulators such as the Financial Conduct Authority, the Information Commissioner’s Office or any other regulatory body or authority may request certain information as part of supervising us. We have a legal or regulatory obligation to provide this.
- Technology/Digital Service Providers who provide technology platforms, cloud services or other technology or digital services
- Banks, insurers and finance companies that process transactions such as Direct Debits.
- Communication providers (e.g. telephone line providers and email and text service providers).
- Printers who print the letters and information packs which we send to you.
- Advertisers and social media companies such as Facebook, Google and Twitter for our social media accounts or where we can contact you using your social media account.
- Third party partners who may have introduced you to our services or where we may introduce you to or promote their financial products or services.
We may also share your personal information where we have your consent to do so or where we’re required to do so under a legal or regulatory obligation or court order, such as the police, local authorities or the courts.
- Using Fraud Prevention Agencies
The personal information we have collected from you will be shared with fraud prevention agencies who will use it to prevent fraud, money-laundering and terrorist financing and to verify your identity. If fraud is detected, you could be refused certain services, finance or employment and may result in others refusing. Further details of how your information will be used by us and these fraud prevention agencies, and your data protection rights, can be found by contacting us or email us at firstname.lastname@example.org
Fraud prevention agencies can hold your personal data for different periods of time, and if you are considered to pose a fraud or money laundering risk, your data can be held for up to six years.
- Social Media
We use publicly available social media platforms to promote our services, to provide updates and to share any news and promotional updates. We may collect personal information from these social media platforms, for example, if you post a message on our Facebook page. By providing any of your information to us through these platforms, you should be aware that:
We take the protection of personal information very seriously, and we will maintain appropriate measures to maintain the confidentiality, integrity and availability of the information you have provided. Such measures include:
- Company security policies and standards.
- Staff security awareness.
- Role-based access controls to prevent unauthorised access to the information.
- Encryption and anonymisation technology.
- Anti-malware technologies.
- Security monitoring.
- Security testing.
- Secure archiving and deletion.
- Compliance with industry regulation and legislation.
- How we may contact you about the products and services we provide you
- To help us keep you up to date about the products and services that we provide to you and to ensure that you’re kept fully informed we may contact you by letter, telephone, email, text message, push notifications, social media or may send you messages by any online customer platforms or other electronic means.
If you don’t want to be contacted in a particular way, then you can request this at any time by contacting us, but if we are providing a service to you, we do need to be able to send you communications. This can often be due to a legal or regulatory requirement.
It is important that you keep us up to date when you change your contact details to ensure that we use your up to date contact information.
- Your Rights
Access to your personal information
You have the right to request from us a copy of the personal information that we may hold about you. This is often called a “Data Subject Access Request”. You can request this information by contacting us as set out below.
Before providing this information to you or to another person or company where you have requested this personal information to be sent to, we may ask for proof of identity or ask sufficient questions to enable us to locate the information and ensure that we’re only providing it where you have given your agreement.
Right to have your personal information corrected
If the personal information we hold about you is incorrect, you have the right to request that we correct this.
Right to stop or limit the processing of the information we carry out
You may request that your personal information is deleted or that we stop processing the information if we’re no longer entitled to process it. There may be occasions where we are unable to delete the information due to our legal or regulatory obligations. We will, however, discuss this with you if you request for your information to be deleted.
In some cases, you may be able to request for your information to be provided to yourself or another company in a format that can be processed electronically by yourself or the other company. If you want to request this, you’ll need to contact us.
- How long do we keep your personal information for?
Whilst you continue to be our customer, we will keep a record of your personal information to ensure that we provide you with the best service possible and where we’re required to keep your personal information to meet our legal and regulatory obligations. This will normally be kept for at least six years, starting from the date when we are no longer providing you with a service. We will retain telephone calls for between one year and eighteen months from the date the call was made.
After this time we will delete the information or anonymise the information so that it cannot be linked back to you.
- How we may contact you about other products or services we may offer
If you have provided us with your consent or where we have a legitimate interest to do so, we may contact you to let you know about other offers, products and services that we provide or that are provided by our third party partners, which we think you may be interested in or that may benefit you. We may do this through post, emails, text messages, telephone, push notifications, social media or other electronic means.
You can easily let us know at any time if you would no longer like to receive these messages. You can contact us using the details below, emailing us at email@example.com or unsubscribing using the link or information within the message.
- Other types of advertising
We do not have any control over the advertisements you see on other third party websites however you can request to opt out or customise these advertisements by using the Google Ads Preferences Manager.
- Recording Calls
We will record any telephone calls you make to us, or we make to you or any other third party. This is for training, monitoring and quality purposes and to meet our legal and regulatory obligations. Some telephone calls may be observed by staff for training and development purposes.
We may keep a copy of the telephone calls for up to eighteen months from the date the telephone call was made.
- Contact us
If you have any questions or queries about how we use your personal information you can contact us or our Data Protection Officer using the address or email below:
Data Protection Officer Soluco LTD, 82 Reddish Road, Stockport, SK5 7QU
If you are not happy with how we process your personal information you should contact us. If you’re not happy with how we have dealt with your complaint, you have the right to make a complaint with the Information Commissioner’s Office. You can find their details on their website at https://ico.org.uk/.
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