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Terms and Conditions

Privacy Policy | Cancellations | Complaints Procedure | Terms of Business

Privacy Policy

Professional Personal Claims Ltd is a data controller and is committed to protecting your privacy and takes its responsibilities regarding the security of user information very seriously. This privacy statement sets out how Professional Personal Claims Ltd complies with both UK and European Union data protection requirements. We have structured our website so that you can visit without identifying yourself or revealing any personal information. Once you choose to provide us with any information by which you can be identified, then you can be assured that it will only be used in accordance with this Privacy Notice.

This website and our services are not intended for children and we do not knowingly collect data relating to children.

If you have any queries about the policy, please get in touch with us using enquiries@ppclaims.com or write to us at the address below and we will do our best to answer your questions.

Professional Personal Claims Ltd

Administration & Accounts Department

34 Clarence Street

Southend on Sea

SS1 1BD

What Is Personal Data

Under the EU’s General Data Protection Regulation (GDPR) personal data is defined as: “any information relating to an identified or identifiable natural person (‘data subject’); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person”.

How We Use Your Information

This privacy notice tells you how we, Professional Personal Claims Ltd, will collect and use your personal data for example:

To contact you in response to a specific enquiry,

To provide our products and services that you request from us,

Send you transactional communications via the contact details you have provided to us during our services;

Contact third parties on your behalf, with your specific instruction;

Send you email notifications which you have specifically requested;

To personalise the website for you,

To send you promotional emails and mailings about Professional Personal Claims Ltd.’s products, services, offers and other things that we think may be relevant to you,

Operate and manage your account and manage any application, agreement or correspondence you may have with us;

Carry out, monitor and analyse our business; To identify, prevent, detect or tackle fraud, money laundering, terrorism and other crimes,

To contact you via email or telephone for market research reasons

To form a view of you as an individual and to identify, develop or improve products, that may be of interest to you.

For audits, regulatory purposes, legal obligations, and compliance with industry standards

Perform other administrative and operational purposes including the testing of systems

Please note that we will not under any circumstances sell or share your data with third party marketing companies without your consent.

Why Do We Collect And Store Personal Data?

We need to collect personal data in order for us to provide you with a service, to answer your enquires about our services and to maintain our records. In any event, we are committed to ensuring that the information we collect, and use is appropriate for this purpose, and does not constitute an invasion of your privacy.

Personal Data Categories We Collect

We may collect, use, store and transfer different kinds of personal data about you which we have categorised as follows:

Identity Data

This includes, first name, maiden name, last name, marital status, title, date of birth and gender

Contact Data

This includes, email address and telephone numbers.

Financial Data

This includes, bank account information and payment details.

Compliance Data

This includes, recorded calls for quality checks and staff training. Such recordings may also be used to help us combat fraud.

Technical Data

This includes, internet protocol (IP) address, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.

Usage Data

This includes, information about how you use our website, products and services.

Marketing and Communications Data

This includes, your preferences in receiving marketing from us and your communication preferences.

Aggregated Data

This includes statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data, which will be used in accordance with this privacy notice.

Special Categories of Personal Data

This includes health and vulnerability related data that you may voluntarily share with us during the fulfilment of our services to you. We will always ask for your explicit consent to record and share Special Category Data.

How We Might Collect Personal Data

We use different methods to collect data from and about you as follows:

When you voluntarily provide it to us:

You may give us your Identity, Contact and Financial Data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you: apply for our products or services; request marketing to be sent to you; or give us some feedback.

Collected automatically:

As you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies. Please see our cookie policy for further details.

Provided by third parties or publicly available sources:

We may receive personal data about you from various third parties as set out below:

Technical Data from analytics providers such as Google based outside the EU;

Identity and Contact Data from publicly available sources, including Companies House and the Electoral Register based inside the EU.

Processing Purpose and Our Legal Basis

We will always have a legal basis for processing personal data and we have methodically assessed our purposes and legal bases.

Our legal basis for processing your information is most commonly in line with our contractual obligations to fulfil the services and products you request from us.

As a Regulated Company, we are audited and held to high standards for the services and products we offer. Therefore, we may be legally obligated to process personal data during regulatory audits.

In the process of delivering our services, there may be legitimate interests that we pursue, which we have tested to ensure that those interests are balanced, appropriate and we have considered any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). If you have any questions about the legal basis for our processing activities, please feel free to get in touch with our Data Protection Office.

Recipients Of Your Personal Data

During the course of providing the services that you request from us, we may share your information with our processing partners, known as recipients and data processors.

We conduct due diligence with both recipients and data processors around the areas of their data security protocols, data protection policies and we have strict contracts in place that govern how they process your information.

IT Support And Data Backup

We Use GoDaddy for the purpose of data backups and cloud storage

GoDaddy

14455 N. Hayden Rd., STE. 226

Scottsdale, AZ 85260 USA

We use TextAnywhere for the purpose of text message communications

TextAnywhere

Indigo House

Sussex Avenue

Leeds

West Yorkshire

LS10 2LF

Third parties

Third parties to whom we may choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses 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 notice.

When We May Have To Disclose Your Personal Data

We may have to disclose your personal data with other third parties as set out below. These organisations or bodies will not use your information to contact you. These third parties will be subject to obligations to process your personal information in compliance with the same safeguards that we deploy.

HM Revenue & Customs

We are required to disclose certain data to the HMRC.

Claims Management Regulator

We are regulated by the CMRU, so we may have to disclose small amounts of data with them for auditing purposes.

There may be other regulators and authorities such as Solicitors and Accountants, acting as processors based in the United Kingdom who require reporting of processing activities in certain circumstances.

Compliance Consultants

Compliance Consultants and other like services acting as processors, based in the United Kingdom who require reporting of processing activities in certain legal and compliance circumstances.

Transferring Data Outside Of The EEA

In the provision of our services to you we use data processors that are outside of the European Economic Area (EEA). Specifically, we use data processors based in The United States of America.

The General Data Protection Regulation has strict rules about data transfers to international organisations and we use approved data transfer mechanisms, including the EU–US Privacy Shield and contracts with model clauses.

We take extra steps to ensure comprehensive due diligence and regular audits, both onsite and remote, of the data processing activities of our data processors.

If you would like any more information, please get in touch by contacting our Data Protection Office, details can be found at the start of this Privacy Notice.

Making Sure Your Data Is Secure

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

How Long Do We Keep Data?

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

By law we have to keep certain information about our customers and this data will be held solely and securely for those legal purposes.

Your Rights As A Data Subject

At any point while we are in possession of or processing your personal data, you, the data subject, have the following rights:

Right of access – you have the right to request a copy of the information that we hold about you.

Right of rectification – you have a right to correct data that we hold about you that is inaccurate or incomplete.

Right to be forgotten – in certain circumstances you can ask for the data we hold about you to be erased from our records.

Right to restriction of processing – where certain conditions apply to have a right to restrict the processing.

Right of portability – you have the right to have the data we hold about you transferred to another organisation.

Right to object – you have the right to object to certain types of processing such as direct marketing.

Right to object to automated processing, including profiling – you also have the right to be subject to the legal effects of automated processing or profiling.

Right to judicial review: in the event that Professional Personal Claims refuses your request under rights of access, we will provide you with a reason as to why. You have the right to complain and we have provided a specific section on this below.

All of the above requests will be forwarded on should there be a third party involved in the processing of your personal data.

Requesting Access To My Data

Professional Personal Claims Ltd at your request, can confirm what information we hold about you and how it is processed. If Professional Personal Claims Ltd does hold personal data about you, you can request the following information:

Identity and the contact details of the person or organisation that has determined how and why to process your data.

Contact details of the data protection officer, where applicable.

The purpose of the processing as well as the legal basis for processing.

If the processing is based on the legitimate interests of Professional Personal Claims Ltd or a third party, information about those interests.

The categories of personal data collected, stored and processed.

Recipient(s) or categories of recipients that the data is/will be disclosed to.

If we intend to transfer the personal data to a third country or international organisation, information about how we ensure this is done securely. The EU has approved sending personal data to some countries because they meet a minimum standard of data protection. In other cases, we will ensure there are specific measures in place to secure your information.

How long the data will be stored.

Details of your rights to correct, erase, restrict or object to such processing.

Information about your right to withdraw consent at any time.

How to lodge a complaint with the supervisory authority.

Whether the provision of personal data is a statutory or contractual requirement, or a requirement necessary to enter into a contract, as well as whether you are obliged to provide the personal data and the possible consequences of failing to provide such data.

The source of personal data if it wasn’t collected directly from you.

Any details and information of automated decision making, such as profiling, and any meaningful information about the logic involved, as well as the significance and expected consequences of such processing.

What Forms Of ID Will I Need To Provide In Order To Access This?

Professional Personal Claims Ltd accepts copies of the following forms of ID when information on your personal data is requested: Passport, driving licence, birth certificate, utility bill from last 3 months.

Contact details of the Data Protection Officer

Professional Personal Claims Ltd

Administration & Accounts Department

34 Clarence Street

Southend on Sea

SS1 1BD

Email: enquiries@ppclaims.com

Telephone: 0843 289 0879

Data Protection Complaints

In the event that you wish to make a complaint about how your personal data is being processed by Professional Personal Claims Ltd or third parties, or how your complaint has been handled, you have the right to lodge a complaint directly with the Information Commissioner and Professional Personal Claims Ltd. The details for each of these contacts are:

The Data Protection Officer

Professional Personal Claims Ltd

Administration & Accounts Department

34 Clarence Street

Southend on Sea

SS1 1BD

Telephone: 01702 338585

The Information Commissioner

Information Commissioners Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Telephone: 0303 123 1113

Copyright Notice

This website and its content is copyright of Professional Personal Claims - © Professional Personal Claims 2018. All rights reserved. Any redistribution or reproduction of part or all of the contents in any form is prohibited other than the following: you may print or download to a local hard disk extracts for your personal and non-commercial use only you may copy the content to individual third parties for their personal use, but only if you acknowledge the website as the source of the material You may not, except with our express written permission, distribute or commercially exploit the content. Nor may you transmit it or store it in any other website or other form of electronic retrieval system.

Cancellations

You can cancel your Agreement with the Company at any time by making a clear statement (e.g. letter, fax, email, visiting www.ppclaims.com/cancellations, telephone call or using the cancellation form). You are entitled to a 14 day “cooling off” period without cost. If you cancel this Agreement after fourteen days, but before the Service has been provided you will pay the Company for the work it has conducted calculated at an hourly rate of one hundred pounds plus vat. If this Agreement is cancelled after fourteen days and after the Service has been provided, if you are awarded Compensation, you will become liable to pay the Company the lower of the Success Fee detailed in the Terms of Business Agreement or £5,000 plus vat for each successful Compensation claim.

Complaints Procedure

Professional Personal Claims Ltd operates a formal internal Complaints Handling Procedure which is as follows:- The Client may make a Complaint against the Company by writing, telephoning or emailing: The Complaints Handling Manager; 34 Clarence Street, Southend, SS1 1BD or 01702 338585 or complaints@ppclaims.com. The Company will provide a written acknowledgment of the receipt of a Complaint to Client within 5 business days of its receipt. The Company will advise the Client if they do not receive a Final Response within 8 weeks they may refer their Complaint to the Legal Ombudsman. The Company will provide the Client with a Final Response in writing within 8 weeks of the receipt of their Complaint. The Company will advise the Client in their Final Response, that if they are not satisfied with the Final Response from the Company they may within 6 months refer their Complaint to the Legal Ombudsman. The Legal Ombudsman may be contacted by writing, telephoning or emailing: The Legal Ombudsman, PO Box 6804, Wolverhampton, WV1 9WG or 0300 555 0333 or cmc@legalombudsman.org.uk. If the Company receives a Complaint: when the act or omission took place before 5th October 2010 or when the complainant should reasonably have known there was cause for complaint after six years from the act or omission; or three years from when the complainant should reasonably have known there was cause for complaint, the Company reserves the right to refuse to consider the Complaint and if necessary to contest the jurisdiction of the Legal Ombudsman and the Financial Conduct Authority in relation to the Complaint.

Terms Of Business Agreement

In this Agreement it is agreed as follows:- 1. The following words shall have the following meanings: "Company"- Professional Personal Claims Ltd of 4 Old Park Lane, London. "Client"- The individual or individuals who sign this agreement. "Product"- All Insurance Policies, Protection Policies, Investments, Annuities, Pensions, Charges, Payments made, Credit Agreements, Mortgages, Accounts and other contracts held and services provided to the Client. "Responsible Party"- A Lender, an Arranger, Provider, Ombudsman Scheme or Compensation Scheme. "Compensation"- The total value of: compensation, refund, payment, reduction in debt, early receipt of funds and other financial benefit awarded to the Client. “Reasonable Compensation Award”- an award of Compensation calculated in accordance with: Financial Conduct Authority, Financial Ombudsman Service or Financial Services Compensation Scheme guidelines. “Service”- The investigation into the circumstances surrounding the acquisition of the Product and/or the submission of a Compensation Claim or Complaint to the Responsible Party by the Company on behalf of the Client. “Success Fee”- Payment by the Client to the Company of a fee in recognition of the Company’s provision of the Service. 2. The Client requests the Company provides the Service. If the Company completes providing the Service but the Client is not awarded Compensation, the Client will not pay the Company a Success Fee. 3. If the Company commences or completes providing the Service and the Client is awarded Compensation, the Client will pay the Company a Success Fee. This Success Fee will be calculated at a rate of twenty per cent of the total value of Compensation awarded. Value added tax (vat) is payable on Success Fees. 4. The Client will pay the Company the Success Fee within seven days of receiving payment of Compensation or if sooner within thirty days of receiving notification they have been awarded a Reasonable Compensation Award. 5. The Company will be the sole provider of the Service to the Client. Clients will be jointly and severally liable to pay Company fees by Bank transfer or cheque. 6. The Success Fee charged by the Company to the Client will not exceed the total Compensation payment awarded to the Client. 7. Examples of Success Fees based on three thousand pounds of Compensation: (a) Client receives a payment of three thousand pounds, the Success Fee will be six hundred pounds plus VAT of one hundred and twenty five pounds, the Client receives net payment of two thousand two hundred and eighty pounds. (b) Client receives a payment of one thousand five hundred pounds and their outstanding balance is reduced by one thousand five hundred pounds, the Success Fee will be six hundred pounds plus VAT of one hundred and twenty pounds, the Client receives net payment of seven hundred and eighty pounds. (c) Client receives no payment of Compensation but their outstanding balance is reduced by three thousand pounds, the Success Fee and VAT will not be payable, the Client receives net payment of nil pounds. 8. The Company has no connection or affiliation with the Responsible Party or any other: Broker, Bank, Building Society, Cooperative or Financial Institution. 9. The Client undertakes to provide the Company with all documentation or other information held relating to the Compensation claim and to provide all information reasonably requested by the Company. 10. The Client or the Company may interpret the others failure to fulfil their obligations under this Agreement as that parties’ cancellation of this Agreement. 11. This Agreement may be cancelled at any time by the Client clearly notifying the Company. If the Client cancels this Agreement within fourteen days, no fee will be payable by the Client. If the Client cancels this Agreement after fourteen days, but before the Service is provided the Client will pay the Company for the work it has conducted calculated at an hourly rate of one hundred pounds plus vat. If the Client cancels this Agreement after the Service has been provided, the Client will pay the Company the lower of five thousand pounds plus vat for each Compensation claim made or the appropriate Success Fee plus vat. 12. The Company will communicate with the Client and seek to keep the Client informed of the progress of their claim by: email, telephone or letter confirming its receipt of their claim, information required to progress the claim, significant changes to the claims status and the outcome of the claim. The Company is unable to warrant the Service will result in Compensation being awarded, the value of any Compensation or the time required to provide the Service. 13. If the Client fails to pay monies to the Company when due, they will pay the Company: reasonable fees for the work involved seeking to recover the monies (not exceeding five hundred pounds), interest calculated at twelve per cent per annum and may be required to pay legal expenses incurred by the Company. 14. The Client and the Company shall not be liable for damages or delays caused by events beyond their control. If the Product is cancelled as a result of the Service the Client will be responsible to consider replacing the Product. 15. The Company is regulated by the Claims Management Regulator in respect of regulated claims management activities authorisation number 24922. The Company is licenced by the Information Commissioners Office for compliance with the Data Protection Act and the General Data Protection Regulation registration number Z2191194. 16. The Company operates a formal complaints procedure. The Client can complain to the Complaints Manager, 34 Clarence Street, SS1 1BD, 01702 338585, complaints@ppclaims.com. Complaints are acknowledged in 5 business days and will provide a final response in 8 weeks. If the Client is dis-satisfied with the final response, they can refer it to the Legal Ombudsman PO Box 6804, WV1 9WG, 0300 555 0333, cmc@legalombudsman.org.uk within 6 months. 17. The Client and Company may assign the benefits arising from this agreement if such assignment not prejudicing the other parties’ rights. 18. The Client and the Company agree the other party may process data, share data and retain records as are required: to complete or ensure the completion of the obligations within this agreement, by regulators and the Law. If one or more of the conditions of this Agreement become unenforceable, this shall have no effect on the enforceability of any other conditions. This Agreement shall be governed by the jurisdiction of English Law. 19. The Client is advised and aware they should seek independent legal advice before entering into this Agreement. The Client is also advised and aware rather than using the Company’s Services they may Claim Compensation directly from the Responsible Party without cost or use an alternative organisation. 20. By sending the Company’s PPI claim form and Terms of Business Agreement to the Client the Company acknowledges and agrees to be bound by its terms. By returning the Company’s PPI claim form and signing the Terms of Business Agreement the Client acknowledges they have read and agree to be bound by the Company’s Terms of Business.


Professional Personal Claims Ltd registered office 4 Old Park Lane, London, W1K 1QW. Registered in England Company registration number 07139748. Registered with the Information Commissioners Office for compliance with the Data Protection Act 1998 registration number Z2191194. Value Added Tax registration number: 139122233. Professional Personal Claims Ltd is a separate Company and unconnected with Lloyds Banking Group. Professional Personal Claims Ltd is regulated by the Claims Management Regulator in respect of regulated Claims Management activities authorisation number CRM 24922